Yen-Hao Hsieh, Soe-Tsyr Yuan. A quantitative approach to measure customer expectation for service innovation within service experience delivery. In Patrick Y. K. Chau, Kalle Lyytinen, Chih-Ping Wei, Christopher C. Yang, Fu-ren Lin, editors, Proceedings of the 11th International Conference on Electronic Commerce 2009, Taipei, Taiwan, August 12-15, 2009. pages 38-46, ACM, 2009. [doi]
Abstract is missing.