淡江大學機構典藏:Item 987654321/50423
English  |  正體中文  |  简体中文  |  全文筆數/總筆數 : 62822/95882 (66%)
造訪人次 : 4019246      線上人數 : 1022
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library & TKU Library IR team.
搜尋範圍 查詢小技巧：
  • 您可在西文檢索詞彙前後加上"雙引號"，以獲取較精準的檢索結果
  • 若欲以作者姓名搜尋，建議至進階搜尋限定作者欄位，可獲得較完整資料
    •  進階搜尋


    請使用永久網址來引用或連結此文件: https://tkuir.lib.tku.edu.tw/dspace/handle/987654321/50423


    題名: 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
    貢獻者: 淡江大學企業管理學系
    關鍵詞: Management strategy;Mathematical modelling
    日期: 2008
    上傳時間: 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
    顯示於類別:[企業管理學系暨研究所] 期刊論文

    文件中的檔案:

    檔案 描述 大小格式瀏覽次數
    0956-4233_19(5)p639-661.pdf126KbAdobe PDF405檢視/開啟
    index.html0KbHTML88檢視/開啟
    Revisit service classification to construct a customer-oriented integrative service model.pdf126KbAdobe PDF1檢視/開啟

    在機構典藏中所有的資料項目都受到原著作權保護.

    TAIR相關文章

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