Modeling service experience design processes with customer expectation management

Hsieh, Yen-Hao; Yuan, Soe‐Tsyr

doi:10.1108/03684921011062746

Cited by 29 publications

(21 citation statements)

References 18 publications

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“…The increase in customer expectation is due to the increase in customer satisfaction, perceived product quality and customer product knowledge (all of the estimated parameters: 1.110, 1.208, 2.358, have a positive sign). The model also shows that customer expectation negatively correlates with business competitiveness, which is inconsistent with the research by Yuan Hsieh, who identified a positive correlation (Hsieh & Yuan, 2010). The estimated correlation is, however, weak (À0.064), and is also not statistically significant (see Table A2 in the appendix).…”

Section: Resultscontrasting

confidence: 92%

“…This division is considered to be appropriate for investigating general customer satisfaction, where there is an examination of overall customer satisfaction with the purchase of a product over the long term, when the customer buys the product repeatedly. This leads to mutual interaction between the variables where the causes then become effects, and the effects become the causes, as suggested by Hsieh and Yuan (2010). It is possible, therefore, to define three basic equations 2 representing three hypotheses, and simultaneously form a model of the relationship between the variables pertaining to customer satisfaction:…”

Section: Model Constructionmentioning

confidence: 99%

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Customer satisfaction, loyalty, knowledge and competitiveness in the food industry

Suchánek

Kŕaĺová

2019

Economic Research-Ekonomska Istraživanja

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The subject of this article is customer satisfaction, loyalty, knowledge and business competitiveness from the perspective of a food-industry customer. This article aims to analyse the relationship between customer satisfaction, customer loyalty, product knowledge, business competitiveness and other selected factors which influence customer satisfaction. The research is aimed at customers who purchase the product in question repeatedly and have personal experience with this product. The research was carried out using a questionnaire which was presented to the respondents, who were customers of the selected companies. In order to model the relationships between the factors, a structural equation model approach was used. The research showed the direct influence of the product-knowledge variable on customer expectation and product competitiveness, as well as the influence of customer loyalty on product knowledge. Increased loyalty thus leads to the customer's increased knowledge of the product. The rate of repeat purchase of the same product is important for the relationship between the variables. In this case, customer expectation was shown to be an important variable which is influenced by customer satisfaction. It can be concluded that when a product's price is set correctly in relation to its quality, the price does not affect other research factors.

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Section: Resultscontrasting

confidence: 92%

Section: Model Constructionmentioning

confidence: 99%

Customer satisfaction, loyalty, knowledge and competitiveness in the food industry

Suchánek

Kŕaĺová

2019

Economic Research-Ekonomska Istraživanja

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“…Customer expectation is multifaceted and capricious. Service provider should learn what a customer expect in order to deliver a good service (Hsieh & Yuan, 2010); (3) perceived value. Zeithaml (1988) defines perceived value as, ''The consumer's overall assessment of the utility of a product (or service) based on perceptions of what is received and what is given''; (4) customer satisfaction; (5) customer complaints.…”

Section: National Satisfaction Indexmentioning

confidence: 99%

The Reinforcement of Foreigner Satisfaction Concept in Immigra- tion Service in Indonesia

Lanin¹,

Hermanto

2017

JGP

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This research discuss about the Reinforcement of Foreigner Satisfaction Concept in immigration service in Indonesia. Policy implementation and law enforcement will be much easier if the government can gain trust from its citizen (Zhao and Hu, 2015), even in a more extreme case, the low trust in government can push reformation (Salim et al., 2017). Immigration service is not only provided for Indonesian but also for foreigners that enter Indonesia territory. Few immigration services provided for foreigners are visa and stay permit extension, stay permit shifting, multiple exit re-entry permit, and dual citizenship for children under 18 years old. This research aims to prove the influence of equity and disconfirmation satisfaction on CSI as intervening variables in order to re-formulate the more representative CSI concept. This was a quantitative research that was conducted in Padang Immigration Office. It aims to uncover the influence of service quality on CSI directly and the influence of it when it was interfered by equity and disconfirmation and to re-formulate the CSI by strengthening the foreigner satisfaction concept. The sample was taken by using stratified proportional random sampling technique. The sample was counted by using Slovin formula. Based on all findings and discussion above, we concluded that the reinforcement of foreigner satisfaction concept can be done by adding equity satisfaction and disconfirmation satisfaction into existing CSI model because both of them can increase the influence of service quality on SCI. It meant that in assessing the foreigner satisfaction by using CSI, there are other variables that have to be considered in order to assess it comprehensively and meet with foreigner's expectation. Furthermore, the proposed hypothetic model was proved and it can be accounted for academically. The model can be used as the conceptual cornerstone by other researchers to do other studies related to service quality and CSI. Keyword: Reinforcement, Foreigner, Satisfaction Concept, Immigration, Indonesia. ABSTRAKPenelitian ini membahas tentang penguatan konsep kepuasan orang asing dalam 202pelayanan keimigrasian di Indonesia. Implementasi kebijakan dan penegakan hukum akan jauh lebih mudah jika pemerintah dapat memperoleh kepercayaan dari warganya (Zhao dan Hu, 2015), bahkan dalam kasus yang lebih ekstrem, kepercayaan pemerintah yang rendah dapat mendorong reformasi (Salim et al., 2017). Layanan imirasi tidak hanya disediakan untuk orang Indonesia tetapi juga bagi orang asing yang memasuki wilayah Indonesia. Beberapa layanan imigrasi untuk orang Indonesia tetapi juga bagi orang asing yang memasuki wilayah Indonesia. Beberapa layanan imigrasi yang diberikan kepada orang asing adalah perpanjangan visa dan izin tinggal, perizinan izin tinggal, izin masuk kembali, dan kewarganegaraan ganda untuk anak dibawah 18 tahun. Penelitian ini bertujuan untuk membutktikan adanya pengaruh kepuasan ekuitas dan kepuasan disconfirmation pada CSI sebagai variable intervening dalam rangka merumuskan kem...

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“…These models have proved to be an effective means of establishing how complex systems function, and, as such, are being actively applied (Dacko 2010;Ahmed and Prashar 2010;Hsieh and Yuan 2010).…”

Section: Introductionmentioning

confidence: 99%

Dynamic models applied to giant barnacle culture

Andrade

López

2011

Aquacult Int

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In this study, a dynamic model is applied to giant barnacle (Austromegabalanus psittacus) spat collection from artificial substrates located in the wild. Semi-industrial culture of the giant barnacle, A. psittacus ''picoroco'' in southern Chile is an interesting option for aquaculture diversification. The model establishes relationships between variables and carries out simulations to determine their effects on spat provision. The dynamic hypothesis proposes that the number of giant barnacle spat obtained from the wild is influenced by competent larval abundance (cyprids) over time, substrate availability and mortality after larval settlement. In the conceptual model, 15 variables were selected and related, establishing the polarities of each causal relationship and of each feedback loop. The Stock & Flow diagram was undertaken using STELLA 9.0 simulation software. Simulation tests were carried out to establish the consistency of the model using the empirical background obtained from semi-industrial cultures in southern Chile. The model establishes relative quantity of competent larvae, substrate area and the number of spat, as key variables. Synchrony between level of cyprid abundance and location of artificial substrates in the water is critical to achieve maximum collector efficiency. A difference of less than 1 week out of synchronization produces significant losses (60-70%) in spat production. When the deployment of collectors and maximum quantity of competent larvae are synchronized, sensitivity analysis establishes an increase of up to 49.4% in the number of spat, as a result of the collector area released by spat early mortality. The application of dynamic models in aquaculture constitutes a useful tool for optimizing the process. The model proposed enables us to understand the processes associated with obtaining seed from the environment and can be applied to other similar processes, such as mytilid cultures.

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Modeling service experience design processes with customer expectation management

Cited by 29 publications

References 18 publications

Customer satisfaction, loyalty, knowledge and competitiveness in the food industry

Customer satisfaction, loyalty, knowledge and competitiveness in the food industry

The Reinforcement of Foreigner Satisfaction Concept in Immigra- tion Service in Indonesia

Dynamic models applied to giant barnacle culture

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