Measuring Service Experience: A Utility-Based Heuristic Model
學年 104
學期 2
出版(發表)日期 2016-03-01
作品名稱 Measuring Service Experience: A Utility-Based Heuristic Model
著者 Chang, Wei-Lun; Huang, Ling-Yao
單位 淡江大學企業管理學系
出版者 Heidelberg: Springer
著錄名稱、卷期、頁數 Service Business 10(1), pp1-30
摘要 This research aims to construct a model to evaluate service experience. We develop a novel model for service experience by incorporating positive and negative dimensions. We demonstrate that greater utility from experience results in greater value of service experience. We also discovered negative dimensions are the key reason; especially waiting time. We separated five groups to help firms explore deeper insights from various dimensions. The value of service experience in group of middle range has the greater contrast between positive and negative dimensions than the other groups. Service providers can obtain customer perception to adjust or revise the service components.
關鍵字 Service experience;Multi-attribute utility theory;Crowdedness;Waiting time
語言 en
ISSN 1862-8516
期刊性質 國外
收錄於 SSCI
國別 DEU
出版型式 ,電子版,紙本

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