The Roles of Customer Expectation and Emotion in Service Experience.
Yen-Hao HsiehSoe-Tsyr YuanPublished in: AMCIS (2012)
Keyphrases
- customer service
- customer satisfaction
- service requirements
- call center
- electronic commerce
- service times
- service quality
- customer behavior
- service oriented
- point of sale
- customer support
- service providers
- service discovery
- emotion recognition
- neural network
- steady state
- service oriented architecture
- web services
- web service composition
- queue length
- service composition
- information services
- facial expressions
- arrival process
- information systems