淡江大學機構典藏:Item 987654321/115504
English  |  正體中文  |  简体中文  |  全文笔数/总笔数 : 62822/95882 (66%)
造访人次 : 4028308      在线人数 : 569
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library & TKU Library IR team.
搜寻范围 查询小技巧：
  • 您可在西文检索词汇前后加上"双引号"，以获取较精准的检索结果
  • 若欲以作者姓名搜寻，建议至进阶搜寻限定作者字段，可获得较完整数据
    •  进阶搜寻


    jsp.display-item.identifier=請使用永久網址來引用或連結此文件: https://tkuir.lib.tku.edu.tw/dspace/handle/987654321/115504


    题名: Modeling dynamic service recovery strategies: a signaling game approach
    作者: Hsieh, Yen-Hao;Yeh, Shu-Yu
    关键词: Strategy;Service failure;Service recovery;Game theory;Signalling game
    日期: 2018-05-08
    上传时间: 2018-11-01 12:11:36 (UTC+8)
    出版者: Emerald
    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.
    關聯: Kybernetes: the international journal of systems & cybernetics 47(5) ,p.888-919.
    DOI: 10.1108/K-05-2017-0171
    显示于类别:[資訊管理學系暨研究所] 期刊論文

    文件中的档案:

    档案 描述 大小格式浏览次数
    index.html0KbHTML138检视/开启
    Modeling dynamic service recovery strategies a signaling game approach.pdf291KbAdobe PDF1检视/开启

    在機構典藏中所有的数据项都受到原著作权保护.

    TAIR相关文章

    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library & TKU Library IR teams. Copyright ©   - 回馈