FCM-Based Customer Expectation-Driven Service Dispatch System
學年 101
學期 2
出版（發表）日期 2013-06-22
作品名稱 FCM-Based Customer Expectation-Driven Service Dispatch System
作品名稱（其他語言）
著者 Hsieh, Yen-Hao; Chen, I-Hsuan; Yuan, Soe-Tsyr
單位 淡江大學資訊管理學系
出版者 Heidelberg: Springer
著錄名稱、卷期、頁數 Soft Computing 18(2),pp.359-378
摘要 Maintaining 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 the problem of delivering right services to right customers in right contexts. Our evaluation results show that service providers can make appropriate decisions on service dispatch for customers by effectively managing customer expectations and arranging their contextual limited resources and time via the proposed service dispatch system. Meanwhile, customers can receive suitable service and obtain high satisfaction when appropriate services are provided. Accordingly, a high-performance ecosystem can be established by both service providers and customers who co-create value in the dynamic service contexts.
關鍵字 Fuzzy cognitive map;Customer expectation management;Service science;Service dispatch
語言 en
ISSN 1433-7479
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 是
國別 DEU
公開徵稿
出版型式 ,電子版,紙本
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