| 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 |
| 作品名稱（其他語言） | |
| 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 |
| 產學合作 | |
| 通訊作者 | |
| 審稿制度 | 是 |
| 國別 | DEU |
| 公開徵稿 | |
| 出版型式 | ,電子版,紙本 |
| 相關連結 |
機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/100673 ) |
GoogleAnalytics