Modeling Service Experience Optimism

淡江大學機構典藏 > 商管學院 > 企業管理學系暨研究所 > 會議論文 > Item 987654321/99202

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題名:	Modeling Service Experience Optimism
作者:	黃齡瑤;張瑋倫
貢獻者:	淡江大學企業管理學系
日期:	2013-08
上傳時間:	2014-10-18 10:46:19 (UTC+8)
摘要:	This research proposes a novel notion called “service experience optimism (SEO)” by combining the perception of positive and negative dimensions. There are two goals for this research; first one is to propose a novel model named “service experience optimism” to quantify the value of service experience. The second goal is to help firms adjust service operations based on customer perception. There are three positive factors and two negative factors to assess the value of a service experience, we use multi attribute utility theory (MAUT) to calculate the utility which customer feel at the service experience. The contribution of this research is SEO provide a concrete value of the perception of service experience to customer, and let customer to evaluate if the service is worth to go again.
顯示於類別:	[企業管理學系暨研究所] 會議論文

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