教師資料查詢 | 類別: 期刊論文 | 教師: 解燕豪 Hsieh, Yen-hao (瀏覽個人網頁)

標題:Expectation-based coopetition approach to service experience design
學年101
學期2
出版(發表)日期2013/05/01
作品名稱Expectation-based coopetition approach to service experience design
作品名稱(其他語言)
著者Hsieh, Yen-Hao; Lin, Yu-Ting; Yuan, Soe-Tsyr
單位淡江大學資訊管理學系
出版者Amsterdam: Elsevier BV
著錄名稱、卷期、頁數Simulation Modelling Practice and Theory 34, pp.64-85
摘要Service experience design is a key issue in the service industry. Satisfactory service experiences provide customers with good memories and increase customer satisfaction, thus increasing customer loyalty and service provider profitability. However, providing customers with quality service experiences requires considering numerous factors, and thus is a complex and difficult issue both in academia and in real service contexts. Customer satisfaction results from the difference between customer perceptions and customer expectations. Hence, customer expectation management is important in delivering quality service experiences. Additionally, a competitive relationship exists among different service providers as well as between service providers and customers. The service experience delivery process can be regarded as a value co-creation process for service providers and customers who can implement either a competitive or cooperative strategy based on their goals and needs. This study accordingly presents an expectation based coopetition approach by using a real exhibition data of AutoTronics 2009 for simulations. The evaluation results show that this expectation-based coopetition approach can help service providers design and deliver quality service experiences and co-create value with customers, yielding a high performance ecosystem.
關鍵字Coopetition;Simulation;Expectation;Service experience;Service science
語言英文
ISSN1569-190X
期刊性質國外
收錄於SCI;
產學合作
通訊作者Hsieh, Yen-Hao
審稿制度
國別荷蘭
公開徵稿
出版型式,電子版,紙本
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