Revisit service classification to construct a customer-oriented integrative service model
學年 96
學期 1
出版（發表）日期 2008-01-01
作品名稱 Revisit service classification to construct a customer-oriented integrative service model
作品名稱（其他語言）
著者 Liu, Chun-hsien; 王居卿; Wang, Chu-ching; Lee, Yueh-hua
單位 淡江大學企業管理學系
出版者 Emerald
著錄名稱、卷期、頁數 International Journal of Service Industry Management 19(5), pp.639-661
摘要 Purpose – 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 combining the operational dimensions. Findings – The selected classification model covers knowledge, information and virtual space dimensions that most of the previous service-process based model lack. The developed model is simpler to understand and to use for managers comparing to the other complicated mathematical models. Research limitations/implications – Empirical studies need to be done to test the effectiveness of the model. Experienced managers are needed to decide the IW. Practical implications – Managers can use the developed model to formulate integrated business strategies as well as forecasting competitor's strategies. The developed model is a customer-oriented approach for service strategy formulation. Originality/value – A generalized mathematical model is derived for a firm offering “n” kinds of core services. Computer software can be written based on it to handle the complex cases.
關鍵字 Management strategy; Mathematical modelling
語言 en
ISSN 0956-4233
期刊性質 國外
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