English  |  正體中文  |  简体中文  |  Items with full text/Total items : 52047/87178 (60%)
Visitors : 8720563      Online Users : 217
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library & TKU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/98682

    Title: FCM-Based Customer Expectation-Driven Service Dispatch System
    Authors: Hsieh, Yen-Hao;Chen, I-Hsuan;Yuan, Soe-Tsyr
    Contributors: 淡江大學資訊管理學系
    Keywords: Fuzzy cognitive map;Customer expectation management;Service science;Service dispatch
    Date: 2013-06-22
    Issue Date: 2014-09-10 21:10:12 (UTC+8)
    Publisher: Heidelberg: Springer
    Abstract: Maintaining long-term customer loyalty has been an important issue in the service industry. Although customer satisfaction can be enhanced with better service quality, delivering appropriate services to customers poses challenges to service providers, particularly in real-time and resource-limited dynamic service contexts. However, customer expectation management has been regarded as an effective way for helping service providers achieve high customer satisfaction in the real world that is nevertheless less real-time and dynamic. This study designs a FCM-based customer expectation-driven service dispatch system to empower providers with the capability to deal effectively with the problem of delivering right services to right customers in right contexts. Our evaluation results show that service providers can make appropriate decisions on service dispatch for customers by effectively managing customer expectations and arranging their contextual limited resources and time via the proposed service dispatch system. Meanwhile, customers can receive suitable service and obtain high satisfaction when appropriate services are provided. Accordingly, a high-performance ecosystem can be established by both service providers and customers who co-create value in the dynamic service contexts.
    Relation: Soft Computing 18(2),pp.359-378
    DOI: 10.1007/s00500-013-1063-1
    Appears in Collections:[資訊管理學系暨研究所] 期刊論文

    Files in This Item:

    File Description SizeFormat
    FCM-based customer expectation-driven service dispatch system.pdf2224KbAdobe PDF0View/Open

    All items in 機構典藏 are protected by copyright, with all rights reserved.

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