教師資料查詢 | 類別: 期刊論文 | 教師: 王居卿 WANG, CHU-CHING (瀏覽個人網頁)

標題:Formulating Service Business Strategies with Integrative Services Model from Customer and Provider Perspectives
學年99
學期1
出版(發表)日期2010/09/01
作品名稱Formulating Service Business Strategies with Integrative Services Model from Customer and Provider Perspectives
作品名稱(其他語言)
著者Liu, Chun-Hsien; Wang, Chu-Ching
單位淡江大學企業管理學系
出版者Bradford‎: Emerald Group Publishing
著錄名稱、卷期、頁數European Journal of Marketing 44(9/10), pp.1500-1527
摘要The purpose of this paper is to construct an integrative service model from customer and provider perspectives so that it can be utilized to formulate service business strategies. The concepts of the resource-based view (RBV), customer co-creation and service modules obtained from a literature review are combined to construct a mathematical model. Based on the model, business strategies are formulated by utilizing existing marketing and service frameworks. Innovative services can be generated from the model after combining different core services. To gain competitive advantage in a changing environment, a feedback mechanism should be used to provide dynamism. An empirical test of the model could be undertaken as a future study to test the validity of the model. Adding more attributes to give the model finer resolution will increase the complexity of the model. Extending the application of the model to firms' internal departments will mean that the relationships between departments have to be reinvestigated. Obtaining the salient attributes with the heuristics of the 80-20 rule and the large number principle means optimization of resource utilization under the condition of customer satisfaction. The model, developed by combining the concepts of RBV, customer co-creation and service modules, is an innovative tool for the formulation of service business strategies.
關鍵字Eighty twenty rule; Studies; Resource management; ;
Service industries; Consumer attitudes
語言英文
ISSN0309-0566‎
期刊性質國外
收錄於SSCI
產學合作
通訊作者Liu‎, Chun-Hsien
審稿制度
國別英國
公開徵稿
出版型式紙本
相關連結
SDGs
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