淡江大學機構典藏:Item 987654321/50423
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    题名: Revisit service classification to construct a customer-oriented integrative service model
    作者: Liu, Chun-hsien;王居卿;Wang, Chu-ching;Lee, Yueh-hua
    贡献者: 淡江大學企業管理學系
    关键词: Management strategy;Mathematical modelling
    日期: 2008
    上传时间: 2010-08-09 17:08:12 (UTC+8)
    出版者: Emerald
    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.
    關聯: International Journal of Service Industry Management 19(5), pp.639-661
    DOI: 10.1108/09564230810903505
    显示于类别:[企業管理學系暨研究所] 期刊論文

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