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Managing Customer Expectations
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2000
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Customer ExperienceCustomer SatisfactionBehavioral Decision MakingHigh ExpectationsIndividual Decision MakingManagementCustomer Relationship ManagementCustomer InvolvementDecision TheoryUser PerceptionExpectation FormationAbstract UsersUser ExperienceTrustNew SystemMarketingBehavioral EconomicsCustomer ExpectationsInteractive MarketingBusiness
Abstract Users who have high expectations for a new system too often become disappointed once they discover the system does not live up to their dreams. Some IS managers circumvent this problem by purposely setting expectations too low. However, high expectations do not have to be a guarantee for disappointment and dissatisfaction.