期刊論文

標題 Expectation-based coopetition approach to service experience design
學年 101
學期 2
出版(發表)日期 2013/05/01
作品名稱 Expectation-based coopetition approach to service experience design
作品名稱(其他語言)
著者 Hsieh, Yen-Hao; Lin, Yu-Ting; Yuan, Soe-Tsyr
單位 淡江大學資訊管理學系
出版者 Amsterdam: Elsevier BV
著錄名稱、卷期、頁數 Simulation Modelling Practice and Theory 34, pp.64-85
摘要 Service experience design is a key issue in the service industry. Satisfactory service experiences provide customers with good memories and increase customer satisfaction, thus increasing customer loyalty and service provider profitability. However, providing customers with quality service experiences requires considering numerous factors, and thus is a complex and difficult issue both in academia and in real service contexts. Customer satisfaction results from the difference between customer perceptions and customer expectations. Hence, customer expectation management is important in delivering quality service experiences. Additionally, a competitive relationship exists among different service providers as well as between service providers and customers. The service experience delivery process can be regarded as a value co-creation process for service providers and customers who can implement either a competitive or cooperative strategy based on their goals and needs. This study accordingly presents an expectation based coopetition approach by using a real exhibition data of AutoTronics 2009 for simulations. The evaluation results show that this expectation-based coopetition approach can help service providers design and deliver quality service experiences and co-create value with customers, yielding a high performance ecosystem.
關鍵字 Coopetition;Simulation;Expectation;Service experience;Service science
語言 英文
ISSN 1569-190X
期刊性質 國外
收錄於 SCI;
產學合作
通訊作者 Hsieh, Yen-Hao
審稿制度
國別 荷蘭
公開徵稿
出版型式 ,電子版,紙本