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序號 學年期 教師動態
1 96/1 企管系 王居卿 教授 期刊論文 發佈 Revisit service classification to construct a customer-oriented integrative service model , [96-1] :Revisit service classification to construct a customer-oriented integrative service model期刊論文Revisit service classification to construct a customer-oriented integrative service modelLiu, Chun-hsien; 王居卿; Wang, Chu-ching; Lee, Yueh-hua淡江大學企業管理學系Management strategy; Mathematical modellingEmeraldInternational Journal of Service Industry Management 19(5), pp.639-661Purpose – The purpose of this paper is to construct a customer-oriented integrative service model based on the generic service process. Business strategies can then be formulated by using the model. Design/methodology/approach – The key classifying dimensions and their respective attributes are identified through literature reviews. Operational dimensions are formed by combining their attributes weighted by manager-determined importance weights (IW). A generalized mathematical model is built to integrate the core services of a firm with customer-based performance weight (PW). The integrative service model is constructed by comb
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