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題名 FCM-Based Customer Expectation-Driven Service Dispatch System
作者 苑守慈
Yuan,Soe-Tsyr ; Hsieh,Yen-Hao ; Chen,I-Hsuan
貢獻者 資管系
關鍵詞 Fuzzy cognitive map ; Customer expectation management ; Service science ; Service dispatch
日期 2014-02
上傳時間 26-Dec-2013 17:12:33 (UTC+8)
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), 359-378
資料類型 article
DOI http://dx.doi.org/10.1007/s00500-013-1063-1
dc.contributor 資管系en_US
dc.creator (作者) 苑守慈zh_TW
dc.creator (作者) Yuan,Soe-Tsyr ; Hsieh,Yen-Hao ; Chen,I-Hsuanen_US
dc.date (日期) 2014-02en_US
dc.date.accessioned 26-Dec-2013 17:12:33 (UTC+8)-
dc.date.available 26-Dec-2013 17:12:33 (UTC+8)-
dc.date.issued (上傳時間) 26-Dec-2013 17:12:33 (UTC+8)-
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/63012-
dc.description.abstract (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.en_US
dc.format.extent 124 bytes-
dc.format.mimetype text/html-
dc.language.iso en_US-
dc.relation (關聯) Soft Computing,18(2), 359-378en_US
dc.subject (關鍵詞) Fuzzy cognitive map ; Customer expectation management ; Service science ; Service dispatchen_US
dc.title (題名) FCM-Based Customer Expectation-Driven Service Dispatch Systemen_US
dc.type (資料類型) articleen
dc.identifier.doi (DOI) 10.1007/s00500-013-1063-1en_US
dc.doi.uri (DOI) http://dx.doi.org/10.1007/s00500-013-1063-1en_US