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資管系 解燕豪 副教授於
期刊論文
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FCM-Based Customer Expectation-Driven Service Dispatch System
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：FCM-Based Customer Expectation-Driven Service Dispatch System期刊論文FCM-Based Customer Expectation-Driven Service Dispatch SystemHsieh, Yen-Hao; Chen, I-Hsuan; Yuan, Soe-Tsyr淡江大學資訊管理學系Fuzzy cognitive map;Customer expectation management;Service science;Service dispatchHeidelberg: SpringerSoft Computing 18(2),pp.359-378Maintaining 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
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