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    題名: FCM-Based Customer Expectation-Driven Service Dispatch System
    作者: Hsieh, Yen-Hao;Chen, I-Hsuan;Yuan, Soe-Tsyr
    貢獻者: 淡江大學資訊管理學系
    關鍵詞: Fuzzy cognitive map;Customer expectation management;Service science;Service dispatch
    日期: 2014-02
    上傳時間: 2014-09-10 21:10:12 (UTC+8)
    出版者: Heidelberg: Springer
    摘要: 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.
    關聯: Soft Computing 18(2),pp.359-378
    DOI: 10.1007/s00500-013-1063-1
    顯示於類別:[資訊管理學系暨研究所] 期刊論文

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