期刊論文

標題 Modeling dynamic service recovery strategies: a signaling game approach
學年 106
學期 2
出版(發表)日期 2018/05/08
作品名稱 Modeling dynamic service recovery strategies: a signaling game approach
作品名稱(其他語言)
著者 Yen-Hao Hsieh; Shu-Yu Yeh
單位
出版者
著錄名稱、卷期、頁數 Kybernetes: the international journal of systems & cybernetics 47(5) ,p.888-919.
摘要 Purpose The purpose of this study is to establish a comprehensive service recovery mechanism by analyzing different behaviors of customers with different personality traits after service failures and by proposing different service recovery measures that service providers could adopt based on diverse customer personality traits. Design/methodology/approach This paper constructs a service recovery mechanism based on a signaling game theory by considering customers and service providers as two players in the game and analyzing possible outcomes under both separating and pooling equilibria to achieve an optimized strategy and set of actions that allow the highest payoffs for both service providers and customers. Findings This study successfully simulated the separating equilibrium and pooling equilibrium between service providers and customers in a signaling game with incomplete information. It also provides a reference for service providers to design service recovery strategies after service failures. By using this model, when facing problems related to service failures and service recovery, service providers will have a better chance of increasing the service recovery success rate, improving customer satisfaction and achieving optimal payoffs for both themselves and their customers. Originality/value Based on concepts of service science, this study designed a service recovery mechanism by applying the signaling game from game theory and introducing personality traits theory to the service recovery scenario so that service providers are able to execute service recovery after service failures more effectively. This study proposed a service recovery mechanism based on the perspectives of both service providers and customers, considering the mutual influence of key variables related to both of them, as well as the context of service failures, customers’ personality traits and service providers’ available resources. Many studies have applied personality traits to different fields; however, to the best of authors’ knowledge, few studies have applied this concept to service-related subjects, and only the influence of employees’ personality traits on service providers has been discussed.
關鍵字 Strategy;Service failure;Service recovery;Game theory;Signalling game
語言 英文
ISSN
期刊性質 國外
收錄於 SCI;
產學合作
通訊作者
審稿制度
國別 英國
公開徵稿
出版型式 ,電子版