Understanding what customers expect and how provider can fulfill the variable needs for customer satisfaction important issues in service science. The paper tries to analyze mutual understanding process between customer expectation and provider capability in terms of symbiotic hypergame model [2]. We, first, define several types of customers and providers by characterizing them by their internal model and interpretation function in terms of symbiotic hypergame. Interpretation function is a function specifying how customer (resp. provider) interprets internal model of provider (resp. customer). Then, we will analyze formally how mutual understanding between customer and provider leads to satisfaction of both customer and provider for each pair of customer and provider types. The analysis allows us to derive deep insights about relationship between sufficient mutual understanding and satisfaction that can be obtained only through such rigorous model analysis.

Download the complete article here