Can Customer Expectations be Measured in Real Time?

2016 ◽  
Vol 15 (01) ◽  
pp. 119-149
Author(s):  
Yen-Hao Hsieh ◽  
Soe-Tsyr Yuan
Keyword(s):  
Real Time ◽  
Service Providers ◽  
Service Encounters ◽  
Time Dynamic ◽  
Customer Expectations ◽  
Customer Expectation ◽  
Academic Fields ◽  
Expectation Management ◽  
Customer Expectation Management ◽  
Measurement Mechanism

Customer expectation has been an important issue across different academic fields. Customer expectation management enables service providers to provide customers with suitable services in order to achieve high customer satisfaction especially in real-time dynamic service contexts. Understanding actual customer expectations is the primary step before managing customer expectations. However, to our knowledge, there is no research investigating how to measure real-time customer expectations during service delivery. Hence, this study proposes a customer expectation measurement mechanism and evaluates its feasibility and reliability through simulations. Simulation results show that the proposed mechanism offers researchers and service providers a feasible approach to measuring and managing real-time customer expectations at service encounters for building satisfactory customer experiences.

Capturing Consumption Emotions in Service Encounters

2016 ◽  
Vol 58 (2) ◽  
pp. 227-252 ◽  
Author(s):  
Louise Maguire
Keyword(s):  
Customer Satisfaction ◽  
Real Time ◽  
Mobile Phones ◽  
Consumer Research ◽  
Service Providers ◽  
Service Encounters ◽  
Consumption Emotions ◽  
The One ◽  
Emotional Episodes

This paper examines the methodological arguments for using ‘SMS diaries’ to capture the emotions experienced by consumers of services at the very moment they are being felt. The objective of the methodology was to capture the emotions that patrons experienced in real time, in a manner that gives them the freedom to express these feelings in their own words, without having to adhere to a predefined list of emotions, which could potentially be considered restrictive. The importance of capturing emotions as they are being experienced cannot be overstated, as previous studies (and indeed the one outlined here) have evidenced that consumers can forget the emotions they have experienced when asked to recall them in retrospect. Using mobile phones to capture consumption experiences has found some take-up in consumer research, but not in the context of the emotional ‘journeys’ that customers experience in service situations. These emotional episodes are important to understand as they can influence customer satisfaction levels and the overall evaluative judgements of service providers. The SMS diaries used here proved to be an effective and compelling way of learning about the consumption emotions that patrons experienced while using a variety of services.

Control Model Constructing on Real-Time Dynamic Reversible Lane in Condition of Connected Vehicle

CICTP 2020 ◽  
2020 ◽  
Author(s):  
Lina Mao ◽  
Wenquan Li ◽  
Pengsen Hu ◽  
Guiliang Zhou ◽  
Huiting Zhang ◽  
...  
Keyword(s):  
Real Time ◽  
Control Model ◽  
Connected Vehicle ◽  
Time Dynamic

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

2020 ◽  
Vol 4 (2-3) ◽  
pp. 84-99
Author(s):  
Ilias Danatzis ◽  
Jana Möller ◽  
Christine Mathies
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Performance ◽  
Superior Performance ◽  
Service Research ◽  
Marketing Communication ◽  
Quality Service ◽  
Customer Expectations ◽  
Service Outcomes

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

A cross-linguistic study of metacommunication in online hotel reviews

2020 ◽  
Vol 17 (4) ◽  
pp. 445-470
Author(s):  
Irene Cenni ◽  
Patrick Goethals ◽  
Camilla Vásquez
Keyword(s):  
Hospitality Industry ◽  
Service Providers ◽  
Mother Tongue ◽  
Service Failure ◽  
Specific Form ◽  
Service Encounter ◽  
Service Encounters ◽  
Correct Information ◽  
Linguistic Patterns

AbstractIn this study, we focus on a specific form of metacommunication found in an emerging digital genre: Hotel reviews posted on TripAdvisor. In particular, we investigate how tourists represent their service encounter interactions. The main goal of the present study is to identify what these digital metacommunicative practices reveal about communicative norms and expectations among groups of reviewers writing in three different languages. We analyzed a multilingual dataset of 1800 reviews written in English, Dutch, and Italian. The results reveal that reviewers commented upon a broad range of aspects when evaluating service encounters interactions, for instance, describing the quality of the interaction (e.g. polite, correct), or a lack of communication when a specific type of communication is expected (e.g. absence of greetings, or apologies after a service failure). Further, we found similar cross-linguistic patterns, such as appreciation for being able to communicate in one’s mother tongue during the hotel-guest encounter. At the same time, a few differences across languages emerged, such as the preference for precise and correct information within British reviews. Since service interactions are of fundamental importance for customer satisfaction, our findings contribute not only to the current research on metacommunication in digital contexts, but may also be significant for service providers in the hospitality industry.

scholarly journals Dynamic Gesture Recognition System with Gesture Spotting Based on Self-Organizing Maps

2021 ◽  
Vol 11 (4) ◽  
pp. 1933
Author(s):  
Hiroomi Hikawa ◽  
Yuta Ichikawa ◽  
Hidetaka Ito ◽  
Yutaka Maeda
Keyword(s):  
Real Time ◽  
Gesture Recognition ◽  
Weight Vector ◽  
Recognition System ◽  
Self Organizing Map ◽  
Self Organizing Maps ◽  
Time Dynamic ◽  
System Input ◽  
Self Organizing ◽  
Gesture Spotting

In this paper, a real-time dynamic hand gesture recognition system with gesture spotting function is proposed. In the proposed system, input video frames are converted to feature vectors, and they are used to form a posture sequence vector that represents the input gesture. Then, gesture identification and gesture spotting are carried out in the self-organizing map (SOM)-Hebb classifier. The gesture spotting function detects the end of the gesture by using the vector distance between the posture sequence vector and the winner neuron’s weight vector. The proposed gesture recognition method was tested by simulation and real-time gesture recognition experiment. Results revealed that the system could recognize nine types of gesture with an accuracy of 96.6%, and it successfully outputted the recognition result at the end of gesture using the spotting result.

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