關鍵字查詢 | 類別:期刊論文 | | 關鍵字:Measuring Service Experience

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序號 學年期 教師動態
1 104/2 企管系 張瑋倫 教授 期刊論文 發佈 Measuring Service Experience: A Utility-Based Heuristic Model , [104-2] :Measuring Service Experience: A Utility-Based Heuristic Model期刊論文Measuring Service Experience: A Utility-Based Heuristic ModelWei-Lun Chang ; Ling-Yao Huang,Service Business, 10(1), pp. 1-30SSCI;否
2 104/2 企管系 張瑋倫 教授 期刊論文 發佈 Measuring Service Experience: A Utility-Based Heuristic Model , [104-2] :Measuring Service Experience: A Utility-Based Heuristic Model期刊論文Measuring Service Experience: A Utility-Based Heuristic ModelChang, Wei-Lun; Huang, Ling-Yao淡江大學企業管理學系Service experience;Multi-attribute utility theory;Crowdedness;Waiting timeHeidelberg: SpringerService Business 10(1), pp1-30This 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.tku_id: 000129392;Subm
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