淡江大學機構典藏:Item 987654321/100673
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    题名: Measuring Service Experience: A Utility-Based Heuristic Model
    作者: Chang, Wei-Lun;Huang, Ling-Yao
    贡献者: 淡江大學企業管理學系
    关键词: Service experience;Multi-attribute utility theory;Crowdedness;Waiting time
    日期: 2016-03
    上传时间: 2015-03-09 20:24:56 (UTC+8)
    出版者: Springer
    摘要: This research aims to construct a model to evaluate service experience. We develop a novel model for service experience by incorporating positive and negative dimensions. We demonstrate that greater utility from experience results in greater value of service experience. We also discovered negative dimensions are the key reason; especially waiting time. We separated five groups to help firms explore deeper insights from various dimensions. The value of service experience in group of middle range has the greater contrast between positive and negative dimensions than the other groups. Service providers can obtain customer perception to adjust or revise the service components.
    關聯: Service Business 10(1), pp1-30
    DOI: 10.1007/s11628-014-0263-9
    显示于类别:[企業管理學系暨研究所] 期刊論文

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