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    題名: Expectation-based coopetition approach to service experience design
    作者: Hsieh, Yen-Hao;Lin, Yu-Ting;Yuan, Soe-Tsyr
    貢獻者: 淡江大學資訊管理學系
    關鍵詞: Coopetition;Simulation;Expectation;Service experience;Service science
    日期: 2013-05-01
    上傳時間: 2014-03-13 15:06:14 (UTC+8)
    出版者: Amsterdam: Elsevier BV
    摘要: Service experience design is a key issue in the service industry. Satisfactory service experiences provide customers with good memories and increase customer satisfaction, thus increasing customer loyalty and service provider profitability. However, providing customers with quality service experiences requires considering numerous factors, and thus is a complex and difficult issue both in academia and in real service contexts. Customer satisfaction results from the difference between customer perceptions and customer expectations. Hence, customer expectation management is important in delivering quality service experiences. Additionally, a competitive relationship exists among different service providers as well as between service providers and customers. The service experience delivery process can be regarded as a value co-creation process for service providers and customers who can implement either a competitive or cooperative strategy based on their goals and needs. This study accordingly presents an expectation based coopetition approach by using a real exhibition data of AutoTronics 2009 for simulations. The evaluation results show that this expectation-based coopetition approach can help service providers design and deliver quality service experiences and co-create value with customers, yielding a high performance ecosystem.
    關聯: Simulation Modelling Practice and Theory 34, pp.64-85
    DOI: 10.1016/j.simpat.2013.01.005
    顯示於類別:[資訊管理學系暨研究所] 期刊論文

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