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:FCM-Based Customer Expectation-Driven Service Dispatch System
學年101
學期2
出版(發表)日期2013/06/22
作品名稱FCM-Based Customer Expectation-Driven Service Dispatch System
作品名稱(其他語言)
著者Hsieh, Yen-Hao; Chen, I-Hsuan; Yuan, Soe-Tsyr
單位淡江大學資訊管理學系
出版者Heidelberg: Springer
著錄名稱、卷期、頁數Soft Computing 18(2),pp.359-378
摘要Maintaining long-term customer loyalty has been an important issue in the service industry. Although customer satisfaction can be enhanced with better service quality, delivering appropriate services to customers poses challenges to service providers, particularly in real-time and resource-limited dynamic service contexts. However, customer expectation management has been regarded as an effective way for helping service providers achieve high customer satisfaction in the real world that is nevertheless less real-time and dynamic. This study designs a FCM-based customer expectation-driven service dispatch system to empower providers with the capability to deal effectively with the problem of delivering right services to right customers in right contexts. Our evaluation results show that service providers can make appropriate decisions on service dispatch for customers by effectively managing customer expectations and arranging their contextual limited resources and time via the proposed service dispatch system. Meanwhile, customers can receive suitable service and obtain high satisfaction when appropriate services are provided. Accordingly, a high-performance ecosystem can be established by both service providers and customers who co-create value in the dynamic service contexts.
關鍵字Fuzzy cognitive map;Customer expectation management;Service science;Service dispatch
語言英文
ISSN1433-7479
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
國別德國
公開徵稿
出版型式,電子版,紙本
相關連結
Google+ 推薦功能,讓全世界都能看到您的推薦!