學術產出-Theses
Article View/Open
Publication Export
-
題名 基於峰終定律的體驗型智慧髮型全通路服務平台之研究—以髮型消費服務企業為例
The Application of the Peak-End Rule in the Design Experience-Centric Smart Omnichannel Platform for the Taiwanese Hairdressing Industry作者 林君憶
Lin, Chun-Yi貢獻者 洪為璽<br>季延平
Hung, Wei-Hsi<br>Chi, Yan-Ping
林君憶
Lin, Chun-Yi關鍵詞 全通路平台
顧客體驗
峰終定律
顧客抱怨
關鍵時刻
Omnichannel platform
Customer experience
Peak-end rule
Customer complaint
Moment of truth日期 2021 上傳時間 2-Sep-2021 15:47:16 (UTC+8) 摘要 本研究運用紮根理論法初步探索建立髮型消費服務企業的智慧髮型全通路服務平台，「基於翻轉負向峰值點和終點的顧客體驗再造升級的設計規劃」將相關體驗行銷學、顧客行為學、服務設計學、資訊管理學、心理學的理論和方法結合起來，解決顧客體驗這一跨領域學科的、複雜的問題。本研究運用一系列連貫性的、系統性的方法將抽象的顧客體驗轉化為具體的服務流程設計，在智慧髮型全通路服務平台中建立了三個中心系統來解決二個顧客痛點。透過這二個痛點，本研究發現了顧客髮型消費服務旅程中最在意的7個關鍵時刻、9個峰值點和終點，可以作為髮型消費服務企業數位創新的主要基礎，因而在智慧髮型全通路服務平台中建立了三個中心系統：智慧化髮型推薦服務設計中心、儀式遊戲化服務設計中心、智慧化全通路服務設計中心。運用智慧髮型全通路服務平台，有助於髮型消費服務企業實現基於體驗為中心的無縫接軌全通路整合的服務模式，將各接觸點主題的連貫性、一致性、適境性結合起來，創造和編排使顧客難忘的「酷炫EPIC」峰值瞬間，以提高顧客體驗成效。
This paper uses grounded theory to establish an initial experience-centric smart omnichannel platform for the hairdressing industry. ‘The Superior Customer Experience Design Plan based on reverse-engineering negative peak–end experiences’ is proposed that combines multiple theories of behaviour design, service design, information system management, and psychology to address complex customer experience issues across various disciplines and fields. Abstractions of customer experience are concretised in a service journey design through a set of cohesive and systematic approaches. The experience-centric smart omnichannel platform has three system centres to address two customer pain points, which are recognised and broken down into seven moments of truth and nine peak and end moments, and provides the hairdressing industry with the fundamentals of digital innovation. The three system centres in the smart omnichannel platform—namely a smart hairstyle recommendation system, a ritual gamification system, and a smart omnichannel system—enable hairdressing companies to implement the seamless experience-centric smart omnichannel platform during design for each customer on the basis of thematic cohesion, consistency, and contextual sensitivity among all touchpoints. Through this platform, hairdressing companies can orchestrate memorable and ‘EPIC’ moments to enhance customer experience.參考文獻 中華民國行政院主計總處（2021年1月）。行業統計分類(第11次修正)(110年1月)。中華民國統計資訊網。https://www.stat.gov.tw/public/Attachment/012221854690WG0X9I.pdf中華民國行政院主計總處（2016）。105年工業及服務業普查-其他服務業普查結果分析。中華民國統計資訊網。https://www.dgbas.gov.tw/public/Data/dgbas04/bc2/105census/X00/S.pdf林君憶、洪為璽、季延平（出版中）。政府基於協力網絡的平台型新興傳染疾病生態系統模式—以COVID-19為例。中山管理評論。Abrahams, R. D. (1986). Ordinary and extraordinary experience. In V. W. Turner and E. M. Bruner (Eds.), The anthropology of experience (pp. 45-72). University of Illinois Press.Adams, J. S. (1965). Inequity in social exchange. In L. Berkowitz (Ed.), Advances in experimental psychology Volume 2 (pp. 267-299). Academic Press. https://doi.org/10.1016/S0065-2601(08)60108-2Ahn, H. J. (2008). A new similarity measure for collaborative filtering to alleviate the new user cold-starting problem. Information Sciences, 178(1), 37-51. https://doi.org/10.1016/j.ins.2007.07.024Alexander, B., & Kent, A. (2020). Change in technology-enabled omnichannel customer experiences in-store. Journal of Retailing and Consumer Services, 102338, https://doi.org/10.1016/j.jretconser.2020.102338Ariely, D. (1998). Combining experiences over time: The effects of duration, intensity changes and on-line measurements on retrospective pain evaluations. Journal of Behavioral Decision Making, 11(1), 19-45. https://doi.org/10.1002/(SICI)1099-0771(199803)11:1<19::AID-BDM277>3.0.CO;2-BAriely, D., & Carmon, Z. (2000). Gestalt characteristics of experiences: the defining features of summarized events. Journal of Behavioral Decision Making, 13(3), 191-201. https://doi.org/10.1002/(SICI)1099-0771(200004/06)13:2<191::AID-BDM330>3.0.CO;2-AArmano, D. (2006, June 15). But What About the Touchpoints? Logic+Emotion. https://darmano.typepad.com/logic_emotion/2006/06/but_what_about_.htmlArnould, E., Price, L., & Zinkhan, G. M. (2001). Consumers (1st ed.). McGraw-Hill/Irwin.Atkinson, R. C., & Shiffrin, R. M. (1968). Human memory: A proposed system and its control processes. In K. W. Spence and J. T. Spence (Eds.), Psychology of learning and motivation: II (pp. 89-195). Academic Press. https://doi.org/10.1016/S0079-7421(08)60422-3Bagozzi, R. P., Gopinath M., & Nyer, P. U. (1999). The role of emotions in marketing, Journal of the Academy of Marketing Science, 27(2), 184-206. https://doi.org/10.1177/0092070399272005Balakrishnan, A., Sundaresan, S., & Zhang, B. (2014). Browse‐and‐switch: Retail‐online competition under value uncertainty. Production and Operations Management, 23(7), 1129-1145. https://doi.org/10.1111/poms.12165Baranova, P. (2017). Understanding the customer journey through the prism of service design methodology. In D. Longbottom and A. Lawson (Eds.), Alternative market research methods (pp. 1-26), Routledge. http://hdl.handle.net/10545/621991Bard, P. (1934). On emotional expression after decortication with some remarks on certain theoretical views: Part 1. Psychological Review, 41(4), 309-329. https://doi.org/10.1037/h0070765Baumeister, R. F., Bratslavsky, E., Finkenauer, C., & Vohs, K. D. (2001). Bad is stronger than good. Review of General Psychology, 5(4), 323-370. https://doi.org/10.1037/1089-2680.5.4.323Baxter, W., Roots, S., Tuomala, E., Aurisicchio, M., Rodrigues, P. S., Ratcliffe, E., Childs, P., Martin, N., & Saclier, C. (2020). Ritual Design Toolkit. Interaction Foundry. https://doi.org/10.25561/83960Beaujean, M., Davidson, J., & Madge, S. (2006, February 1). The ‘moment of truth’ in customer service. McKinsey Quarterly. https://www.mckinsey.com/business-functions/organization/our-insights/the-moment-of-truth-in-customer-serviceBeck, N., & Rygl, D. (2015). Categorization of multiple channel retailing in multi-, cross-, and omni-channel retailing for retailers and retailing. Journal of Retailing and Consumer Services, 27, 170-178. https://doi.org/10.1016/j.jretconser.2015.08.001Bernstein, F., Song J. S., & Zheng, X. (2009). Free riding in a multi-channel supply chain. Naval Research Logistics, 56(8), 745-765. https://doi.org/10.1002/nav.20379Birks, D. F., Fernandez, W., Levina, N., & Nasirin, S. (2013). Grounded theory method in information systems research: Its nature, diversity and opportunities. European Journal of Information Systems, 22(1), 1-8. https://doi.org/10.1057/ejis.2012.48Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71. https://doi.org/10.1177/002224299205600205Bitner, M. J., & Wang, H. S. (2014). Service encounters in service marketing research. In R. T. Rust and M. H Huang (Eds.), Handbook of service marketing research (pp. 221-243). Elgar. https://doi.org/10.4337/9780857938855.00019Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology infusion in service encounters, Journal of the Academy of Marketing Science, 28(1), 138-149. https://doi.org/10.1177/0092070300281013Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: A practical technique for service innovation. California Management Review, 50(3), 66-94. https://doi.org/10.2307/41166446Blackshaw, P. (2006, October 17). The third moment of truth. Click Z. https://www.clickz.com/the-third-moment-of-truth/67161/Blackwell, R. D., Miniard, P. W., & Engel, J. F. (2006). Consumer behavior (10th ed.). Thomson South-Western.Blodgett, J. G., & Li, H. (2007). Assessing the effects of post-purchase dissatisfaction and complaining behavior on profitability: A Monte Carlo simulation. The Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 20, 1-14.Blumer, H. G. (1969). Symbolic interactionism: Perspective and method. Prentice-Hall.Böhm, A. (2004). Theoretical coding: Text analysis in grounded theory. In U. Flick, E. V. Kardorff, and I. Steinke (Eds.), A Companion to Qualitative Research (pp. 270-275). SAGE.Borrieci, R. N. (2011). The experience effect: Engage your customers with a consistent and memorable brand experience. Journal of Product & Brand Management, 20(5), 430-431. https://doi.org/10.1108/10610421111157973Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don’t come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31(4), 377-393. https://doi.org/10.1177/0092070303254412Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52-68. https://doi.org/10.1509/jmkg.73.3.052Breese, J., Heckerman, D., & Kadie, C. (1998, July 24-26). Empirical analysis of predictive algorithm for collaborative filtering [Paper presentation]. UAI’98: The Fourteenth Conference on Uncertainty in Artificial Intelligence, Madison Wisconsin, United States.Brookes, B. C., & Smith, C. (2009). Technology and gender: Barbers and hairdressers in New Zealand, 1900–1970. History & Technology, 25(4), 365-386. https://doi.org/10.1080/07341510903313055Brown, U. J., & Beale, R. L. (2008). Services marketing: The mediating role of customer satisfaction in the hair care industry. Academy of Marketing Studies Journal, 12(1), 57-70.Brynjolfsson, E., Hu, Y., & Rahman, M. S. (2013). Competing in the age of omnichannel retailing. MIT Sloan Management Review, 54(4), 23-29.Cannon, W. B. (1927). The James-Lange theory of emotions: A critical examination and an alternative theory. The American Journal of Psychology, 39(1/4), 106-124. https://doi.org/10.2307/1415404Carbone, L. P., & Haeckel, S. H. (1994). Engineering customer experiences. Marketing Management, 3(3), 8-19.Carlzon, J. (1989). Moments of truth (Revised ed.). Harper Business.Carroll, D., & Guzmán, I. (2015). The new omni-channel approach to serving customers. Accenture Consulting.Carù, A., & Cova, B. (2003). Revisiting consumption experience: A more humble but complete view of the concept. Marketing Theory, 3(2), 267-286. https://doi.org/10.1177/14705931030032004Carù, A., Colm, L., & Cova, B. (2016). Innovating services through experiences: An investigation of servicescape’s pivotal role. In M. Toivonen (Ed.), Service innovation (pp. 149-170). Tokyo: Springer Japan. https://doi.org/10.1007/978-4-431-54922-2_7Charmaz, K. (2014). Constructing grounded theory (2nd ed.). SAGE.Charmaz, K., & Thornberg, R. (2020). The pursuit of quality in grounded theory. Qualitative Research in Psychology, 18(3), 305-327. https://doi.org/10.1080/14780887.2020.1780357Chebat, J. C., & Slusarczyk, W. (2005). How emotions mediate the effect of perceived justice on loyalty in service recovery situations: An empirical study. Journal of Business Research, 58(5), 664-673. https://doi.org/10.1016/j.jbusres.2003.09.005Choy, D. (2008, June 12). What exactly is touchpoint? Customer Think. http://customerthink.com/what_exactly_is_touchpoint/Clatworthy, S. (2010, December 1-3). Service innovation through touch-points: The AT-ONE touch-point cards [Paper presentation]. Exchanging Knowledge: ServDes 2010, Linköping, Sweden.Clatworthy, S. (2011). Service innovation through touch-points: Development of an innovation toolkit for the first stages of new service development. International Journal of Design, 5(2), 15-28.Cook, S. (2021). Design for delight. Intuit Labs. http://www.intuitlabs.com/design-for-deligCorbin, J. M., & Strauss, A. L. (1990). Grounded theory research: Procedures, canons, and evaluative criteria. Qualitative Sociology, 13(1), 3-21. https://doi.org/10.1007/BF00988593Corbin, J. M., & Strauss, A. L. (2014). Basics of qualitative research: techniques and procedures for developing grounded theory (4th ed.). SAGE.Crié, D. (2003). Consumers’ complaint behaviour. Taxonomy, typology and determinants: Towards a unified ontology. Journal of Database Marketing & Customer Strategy Management, 11(1), 60-79. https://doi.org/10.1057/palgrave.dbm.3240206Csikszentmihalyi, M. (1990). Flow: The psychology of optimal experience (1st ed.). Harper & Row.Dasar, P., Hundekar, S. G., & Maradi, M. (2013). Consumer behaviour on consumer durables with reference to Bijapur District. Global Journal of Commerce & Management Perspective, 2(1), 36-46.Davis, S., & Longoria, T. (2003, January/February). Harmonizing your touch points. Brand Packaging Magazine. https://barradeideas.com/wp-content/uploads/2011/03/Harmonizing-Your-Touchpoints.pdfDay, R., L., & Landon, E. L. Jr. (1977). Toward a theory of consumer complaining behavior. In A. G. Woodside, J. N. Sheth, and P. D. Bennett (Eds.), Consumer and industrial buying behavior (pp. 425-437). North Holland Publishing Company.De Bonte, A., & Fletcher, D. (2014). Scenario-focused engineering: A toolbox for innovation and customer-centricity (1st ed.). Microsoft Press.De Keyser, A., Lemon, K., Klaus, P., & Keiningham, T. (2015). A framework for understanding and managing the customer experience (Report No. 15-121). Marketing Science Institute Working Paper Series.Denzin, N. K. (1978). The research act: A theoretical introduction to sociological methods (2nd ed.). McGraw-Hill.Denzin, N. K. (1992). Symbolic interactionism and cultural studies: The politics of interpretation. Blackwell Publishers.Denzin, N. K. (2009). The research act: A theoretical introduction to sociological methods (1st ed.). Routledge.Deterding, S., Dixon D., Khaled R., & Nacke, L. (2011, September 28-30). From game design elements to gamefulness: Defining gamification [Paper presentation]. Envisioning Future Media Environments: 15th International Academic MindTrek Conference, Tampere, Finland, https://doi.org/10.1145/2181037.2181040Dewey, J. (1925). Experience and nature. Open Court Publishing Company.Diener, E., Wirtz, D., & Oishi, S. (2001). End effects of rated life quality: The James Dean effect. Psychological Science, 12(2), 124-128. https://doi.org/10.1111/1467-9280.00321Do, A. M., Rupert, A. V., & Wolford, G. (2008). Evaluations of pleasurable experiences: The peak–end rule. Psychonomic Bulletin & Review, 15(1), 96-98. https://doi.org/10.3758/PBR.15.1.96Duggan, K., & Shoup, K. (2013). Business gamification for dummies (1st ed.). Wiley.Edvardsson, B., Enquist, B., & Johnston, R. (2005). Co-creating customer value through hyperreality in the pre-purchase service experience. Journal of Service Research, 8(2), 149-161. https://doi.org/10.1177/1094670505279729Enrique Bigné, J., Mattila, A. S., & Andreu, L. (2008). The impact of experiential consumption cognitions and emotions on behavioral intentions. Journal of Services Marketing, 22(4), 303-315. https://doi.org/10.1108/08876040810881704Erich, G., Richard H., John, V., & Ralph, J. (1994). Design patterns: Elements of reusable object-oriented software (1st ed.). Addison Wesley.Finlay, L. (2002). “Outing” the researcher: The provenance, process, and practice of reflexivity. Qualitative Health Research, 12(4), 531-545. https://doi.org/10.1177/104973202129120052Finn, A. (2012). Customer delight: Distinct construct or zone of non-linear response to customer satisfaction? Journal of Service Research, 15(1), 99-110. https://doi.org/10.1177/1094670511425698Fogg, B. J. (2009, April 26-29). A behavior model for persuasive design [Paper presentation]. Persuasive 2009: 4th International Conference on Persuasive Technology, Claremont, California, United States. https://doi.org/10.1145/1541948.1541999Folkes, V. S. (1984). Consumer reactions to product failure: An attributional approach. Journal of Consumer Research, 10(4), 398-409. https://doi.org/10.1086/208978Forlizzi, J., & Battarbee, K. (2004, August 1-4). Understanding experience in interactive systems [Paper presentation]. DIS’04: 5th Conference on Designing Interactive Systems: Processes, Practices, Methods, and Techniques, Cambridge, Massachusetts, United States. https://doi.org/10.1145/1013115.1013152Fox, J. (2014). The game changer: How to use the science of motivation with the power of game design to shift behaviour, shape culture and make clever happen (1st ed.). Wiley.Fredrickson, B. L., & Kahneman, D. (1993). Duration neglect in retrospective evaluations of affective episodes. Journal of Personality and Social Psychology, 65(1), 45-55. https://doi.org/10.1037//0022-3514.65.1.45Frow, P., & Payne, A. (2007). Towards the ‘perfect’ customer experience. Journal of Brand Management, 15(2), 89-101. https://doi.org/10.1057/palgrave.bm.2550120Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: An overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395-410. https://doi.org/10.1016/j.emj.2007.08.005Gerson, J. (1998). Milady’s standard textbook for professional estheticians (8th ed.). Milady.Glaser, B. G. (1978). Theoretical Sensitivity: Advances in the methodology of grounded theory (1st ed.). Sociology Press.Glaser, B. G. (1992). Basics of grounded theory analysis: Emergence vs. forcing (1st ed.). Sociology Press.Glaser, B. G., & Holton, J. (2004). Remodeling grounded theory. Forum: Qualitative Social Research, 5(2), Article 4. https://doi.org/10.17169/fqs-5.2.607Glaser, B. G., & Strauss, A. L. (1967). The discovery of grounded theory: Strategies for qualitative research (1st ed.). Aldine Publishing.Goodman, J., & Newman, S. (2003). Understand customer behavior and complaints. Quality Progress, 36, 51-55.Grimes, R. (2014). The craft of ritual studies (1st ed.). Oxford University Press.Grönroos, C. (1990). Service management: A management focus for service competition. International Journal of Service Industry Management, 1(1), 6-14. https://doi.org/10.1108/09564239010139125Gupta, S., Leszkiewicz, A., Kumar, V., Bijmolt, T., & Potapov, D. (2020). Digital analytics: Modeling for insights and new methods. Journal of Interactive Marketing, 51, 26-43. https://doi.org/10.1016/j.intmar.2020.04.003Hart, C., Farrell, A. M., Stachow, G., Reed, G., & Cadogan, J. W. (2007). Enjoyment of the shopping experience: Impact on customers’ repatronage intentions and gender influence. The Service Industries Journal, 27(5), 583-604. https://doi.org/10.1080/02642060701411757Heath, C., & Heath, D. (2017). The power of moments: Why certain experiences have extraordinary impact (1st ed.). Simon & Schuster.Helkkula, A. (2011). Characterising the concept of service experience. Journal of Service Management, 22(3), 367-389. https://doi.org/10.1108/09564231111136872Helkkula, A., Kelleher, C., & Pihlström, M. (2012). Characterizing value as an experience: Implications for service researchers and managers. Journal of Service Research, 15(1), 59-75. https://doi.org/10.1177/1094670511426897Higgins, E. T. (1999). Self-discrepency: A theory relating self and affect. Psychological Review, 94(3), 319-340. https://doi.org/10.1037/0033-295X.94.3.319Hilken, T., Heller, J., Chylinski, M., Keeling, D. I., Mahr, D., & de Ruyter, k. (2018). Making omnichannel an augmented reality: the current and future state of the art. Journal of Research in Interactive Marketing, 12(4), 509-523. http://doi.org/10.1108/JRIM-01-2018-0023Hirschman, A. O. (1970). Exit, voice, and loyalty: Responses to decline in firms, organizations, and states. Harvard University Press.Hirschman, E. C., & Holbrook, M. B. (1986). Expanding the ontology and methodology of research on the consumption experience. In D. Brinberg and R. J. Lutz (Eds.), Perspectives on methodology in consumer research (pp. 213-215), Springer. https://doi.org/10.1007/978-1-4613-8609-4_7Hoekstra, H. A. (2017). Creating customer loyalty in practice: A multiplecases approach [Unpublished master’s thesis]. University of Twente. http://purl.utwente.nl/essays/73860Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings & fun. Journal of Consumer Research, 9(2), 132-140. https://doi.org/10.1086/208906Homburg, C., & Fürst, A. (2007). See no evil, hear no evil, speak no evil: A study of defensive organizational behavior towards customer complaints. Journal of the Academy of Marketing Science, 35(4), 523-536. https://doi.org/10.1007/s11747-006-0009-xHoyer, W. D., Kroschke, M., Schmitt, B., Kraume, K., & Shankar, V. (2020). Transforming the customer experience through new technologies. Journal of Interactive Marketing, 51, 57-71. https://doi.org/10.1016/j.intmar.2020.04.001Hsia, T., Wu, J., Xu, X., Li, Q., Peng, L., & Robinson, S. (2020). Omnichannel retailing: The role of situational involvement in facilitating consumer experiences. Information & Management, 57(8), 103390. https://doi.org/10.1016/j.im.2020.103390Hughes, E. C. (1971). The sociological eye. Aldine-Atherton.Hunt, B., & Ivergård, T. (2014). Designing service excellence: People and technology (1st ed.). https://doi.org/10.1201/b17678Interaction Design Foundation. (2021). What is service design? Interaction Design Foundation. https://www.interaction-design.org/literature/topics/service-designIzard, C. E. (2009). Emotion theory and research: highlights, unanswered questions, and emerging issues. Annual Review of Psychology, 60, 1-25. https://doi.org/10.1146/annurev.psych.60.110707.163539James, W. (1950). The principles of psychology. Dover Publications.Jani, D., & Han, H. (2015). Influence of environmental stimuli on hotel customer emotional loyalty response: testing the moderating effect of the big five personality factors. International Journal of Hospitality Management, 44, 48-57. https://doi.org/10.1016/j.ijhm.2014.10.006Kahneman, D. (1999). Objective happiness. In E. Diener, D. Kahneman, and N. Schwarz (Eds.), Well-being: The foundations of hedonic psychology (pp. 3-25). Russell SAGE.Kahneman, D., Wakker P. P., & Sarin, R. (1997). Back to Bentham? Explorations of experienced utility. The Quarterly Journal of Economics, 112(2), 375-405. https://doi.org/10.1162/003355397555235Kahneman, D., Fredrickson, B., Schreiber, C., & Redelmeier, D. (1993). When more pain is preferred to less: Adding a better end. Psychological Science, 4(6), 401-405. https://doi.org/10.1111/j.1467-9280.1993.tb00589.xKalbach, J. (2016). Mapping experiences: A complete guide to creating value through journeys, blueprints, and diagrams (1st ed.). O’Reilly Media.Kawamura, Y., & Eicher, J. B. (2018). Fashion-ology: An Introduction to Fashion Studies (2nd ed.). Bloomsbury Visual Arts.Kemp, E., & Kopp, S. W. (2011). Emotion regulation consumption: When feeling better is the aim. Journal of Consumer Behaviour, 10(1), 1-7. https://doi.org/10.1002/cb.341Kim, H., & Kim, B. (2019). The evaluation of visitor experiences using the peak–end rule. Journal of Heritage Tourism, 14(5-6), 561-573. https://doi.org/10.1080/1743873X.2019.1575388King, L. (2018). Experience Psychology (4th ed.). McGraw-Hill Education.Klaus, P., & Maklan, S. (2012). EXQ: A multiple‐item scale for assessing service experience. Journal of Service Management, 23(1), 5-33. https://doi.org/10.1108/09564231211208952Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64.Kotler, P., Kartajaya, H., & Setiawan, I. (2016). Marketing 4.0: Moving from traditional to digital (1st ed.). Wiley.Kowalski, R. M. (1996). Complaints and complaining: Functions, antecedents, and consequences. Psychological Bulletin, 119(2), 179-196. https://doi.org/10.1037/0033-2909.119.2.179Kuehnl, C., Jozic, D., & Homburg, C. (2019). Effective customer journey design: consumers’ conception, measurement, and consequences. Journal of the Academy of Marketing Science, 47(3), 551-568. https://doi.org/10.1007/s11747-018-00625-7Kumar, V., Petersen, J. A., & Leone, R. P. (2010). Driving profitability by encouraging customer referrals: Who, when, and how. Journal of Marketing, 74(5), 1-17. https://doi.org/10.1509/jmkg.74.5.001Lacroix, J. P. (2010). Belonging experiences: Designing engaged brands. iUniverse.Lange, C. G. (1922). The emotions. In C. G. Lange and W. James (Eds.), The emotions, Vol. 1, pp. 33-90). Williams & Wilkins Co. https://doi.org/10.1037/10735-002Langer, T., Sarin, R., & Weber, M. (2005). The retrospective evaluation of payment sequences: Duration neglect and peak-and-end effects. Journal of Economic Behavior & Organization, 58(1), 157-175. https://doi.org/10.1016/j.jebo.2004.01.001LaSalle, D., & Britton, T. A. (2002). Priceless: Turning ordinary products into extraordinary experiences. Harvard Business School Press.Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wünderlich, N. V., & De Keyser, A. (2017). “Service encounter 2.0”: An investigation into the roles of technology, employees and customers, Journal of Business Research, 79, 238-246. https://doi.org/10.1016/j.jbusres.2017.03.008Lecinski, J. (2011). Winning the zero moment of truth. Google.Lee, S. (2014). PIG Strategy: Make customer centricity obsolete and start a resource revolution. iMatch.Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: An exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39, 846-869. https://doi.org/10.1007/s11747-010-0219-0Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96. https://doi.org/10.1509/jm.15.0420Lewis, M. A., & Brown, A. D. (2012). How different is professional service operations management. Journal of Operations Management, 30(1-2), 1-11. https://doi.org/10.1016/j.jom.2011.04.002Liang, Z. X., & Wang, F.Y. (2016). Research on the personalized recommendation algorithm for hairdressers. Open Journal of Modelling and Simulation, 4(3), 102-108. http://dx.doi.org/10.4236/ojmsi.2016.43009Löfgren, M. (2005). Winning at the first and second moments of truth: An exploratory study. Managing Service Quality: An International Journal, 15(1), 102-115. https://doi.org/10.1108/09604520510575290Lusch, R. F., & Vargo, S. L. (2006). Service-dominant logic: reactions, reflections and refinements. Marketing Theory, 6(3), 281-288. https://doi.org/10.1177/1470593106066781Martin, R. L. (2011). The innovation catalysts. Harvard Business Review, 89(6), 82-87. hbr.org/2011/06/the-innovation-catalystsMaslow, A. H. (1954). Motivation and personality. Harper & Row, Publishers.Mattsson, J., Lemmink, J., & McColl, R. (2004). The effect of verbalized emotions on loyalty in written complaints. Total Quality Management & Business Excellence, 15(7), 941-959. https://doi.org/10.1080/14783360410001681890Maynes, J., & Rawson, A. (2016, March 4). Linking the customer experience to value. McKinsey Insights. McKinsey & Company. https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/linking-the-customer-experience-to-valueMcCarthy, J., & Wright, P. (2004). Technology as experience. Interactions, 11(5), 42-43. https://doi.org/10.1145/1015530.1015549McColl-Kennedy, J. R., Cheung, L., & Ferrier, E. (2015). Co-creating service experience practices. Journal of Service Management, 26(2), 249-275. https://doi.org/10.1108/JOSM-08-2014-0204Mead, G. H. (1934). Mind, self, and society from the standpoint of a social behaviorist. University of Chicago.Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. MIT Press.Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116-126. https://hbr.org/2007/02/understanding-customer-experienceMin, S., & Wolfinbarger, M. (2005). Market share, profit margin, and marketing efficiency of early movers, bricks and clicks, and specialists in e-commerce. Journal of Business Research, 58(8), 1030-1039. https://doi.org/10.1016/j.jbusres.2004.02.005Moran, G., Muzellec, L., & Nolan, E. (2014). Consumer moments of truth in the digital context: How “search” and “E-word of mouth” can fuel consumer decision-making. Journal of Advertising Research, 54(2), 200-204. https://doi.org/10.2501/JAR-54-2-200-204Morewedge, C. K. (2015). Utility: Anticipated, experienced, and remembered. In G. Keren and G. Wu (Eds.), The wiley blackwell handbook of judgment and decision making (2nd ed.) (pp. 295-330). Blackwell Press. https://doi.org/10.1002/9781118468333.ch10Morse, J. M. (1994). Designing funded qualitative research. In N. K. Denzin and Y. S. Lincoln (Eds.), Handbook of qualitative research (pp. 220-235). SAGE.Morse, J. M., Stern, P., Corbin, J. M., Bowers, B., & Clarke, A. (2009). Developing grounded theory: The second generation (1st ed.). Left Coast Press.Myers, M. D. (1997). Qualitative research in information systems. MIS Quarterly, 21(2), 241-242. https://doi.org/10.2307/249422Nevo, S., & Wade, M. (2011). Firm-level benefits of IT-enabled resources: A conceptual extension and an empirical assessment. The Journal of Strategic Information Systems, 20(4), 403-418. https://doi.org/10.1016/j.jsis.2011.08.001Nimako, S., & Mensah, A. (2012). Motivation for customer complaining and non-complaining behaviour towards mobile telecommunication services. Asian Journal of Business Management, 4(3), 310-320.Normann, R. (2001). Service management: Strategy and leadership in service business (3rd ed.). Wiley.Novak, T. P., Hoffman, D. L., & Yung, Y. F. (2000). Measuring the customer experience in online environments: A structural modeling approach. Marketing Science, 19(1), 22-42. https://doi.org/10.1287/mksc.19.1.22.15184Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. https://doi.org/10.2307/3150499Osterwalder, A., Pigneur, Y., Bernarda, G., & Smith, A. (2014). Value proposition design: How to create products and services customers want (1st ed.). Wiley.Ozenc, K., & Hagan, M. (2016, April 2). Introducing ritual design: Meaning, purpose, and behavior change. Medium. https://medium.com/ritual-design/introducing-ritual-design- meaning-purpose-and-behavior-change-44d26d484edfOzenc, K., & Hagan, M. (2019). Rituals for work: 50 Ways to Create Engagement, Shared Purpose, and a Culture that Can Adapt to Change (1st ed.). Wiley.Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.Park, R. E., & Burgess, E. W. (1921). Introduction to the science of sociology. University of Chicago.Pasupa, K., Sunhem, W., & Loo, C. K. (2019). A hybrid approach to building face shape classifier for hairstyle recommender system. Expert Systems with Applications, 120, 14-32. https://doi.org/10.1016/j.eswa.2018.11.011Patrício, L., Fisk, R. P., Falcão e Cunha, J., & Constantine, L. (2011). Multilevel service Design: rrom customer value constellation to service experience blueprinting. Journal of Service Research, 14(2), 180-200. https://doi.org/10.1177/1094670511401901Pentina, I., Pelton, L. E., & Hasty, R. W. (2009). Performance implications of online entry timing by store-based retailers: A longitudinal investigation. Journal of Retailing, 85(2), 177-193. https://doi.org/10.1016/j.jretai.2009.04.001Phillips, D. M., & Baumgartner, H. (2002). The role of consumption emotions in the satisfaction response. Journal of Consumer Psychology, 12(3), 243-252.http://dx.doi.org/10.1207/S15327663JCP1203_06Pine II, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(4), 97-105. https://hbr.org/1998/07/welcome-to-the-experience-economyPolaine, A., Løvlie, L., & Reason, B. (2013). Service design: From insight to implementation (1st ed.). Rosenfeld Media.Pomerantz, E. M., Saxon, J. L., & Oishi, S. (2000). The psychological trade-offs of goal investment. Journal of personality and social psychology, 79(4), 617-630. https://doi.org/10.1037/0022-3514.79.4.617Posner, J., Russell, J., & Peterson, B. (2005). The circumplex model of affect: An integrative approach to affective neuroscience, cognitive development, and psychopathology. Development and Psychopathology, 17(3), 715-734. https://doi.org/10.1017/S0954579405050340Privette, G. (1983). Peak experience, peak performance and flow: A comparative analysis of positive human experience. Journal of Personality and Social Psychology, 45(6), 1361-1368. https://doi.org/10.1037/0022-3514.45.6.1361Procter & Gamble. (2005). Balance and leadership: 2005 annual report. Procter & Gamble. https://www.pg.com/annualreports/2005/pdf/pg2005annualreport.pdfRamanathan, S., & Williams, P. (2007). Immediate and delayed emotional consequences of indulgence: The moderating influence of personality type on mixed emotions. Journal of Consumer Research, 34(2), 212-223. https://doi.org/10.1086/519149Redelmeier, D. A., & Kahneman, D. (1996). Patients’ memories of painful medical treatments: Real-time and retrospective evaluations of two minimally invasive procedures. Pain, 66(1), 3-8. https://doi.org/10.1016/0304-3959(96)02994-6Reeves, M., & Whitaker, K. (2020, July 2). A guide to building a more resilient business. Harvard Business Review, https://hbr.org/2020/07/a-guide-to-building-a-more-resilient-businessRichins, M. L. (1997). Measuring emotions in the consumption experience. Journal of Consumer Research, 24(2), 127-146. https://doi.org/10.1086/209499Richins, M. L. (2008). Consumption emotions. In N. J. Hendrik and P. H. Schifferstein (Eds.), Product experience (pp. 399-422). Elsevier. https://doi.org/10.1016/B978-008045089-6.50019-8Richins, M, L., & Verhage, B. J. (1985). Seeking redress for consumer dissatisfaction: The role of attitudes and situational factors. Journal of Consumer Policy, 8, 29-44. https://doi.org/10.1007/BF00380281Rogers, D. L. (2016). The digital transformation playbook: Rethink your business for the digital age. Columbia Business School Publishing.Sacco, D. F., & Hugenberg, K. (2009). The look of fear and anger: Facial maturity modulates recognition of fearful and angry expressions. Emotion, 9(1), 39-49. https://doi.org/10.1037/a0014081Same, S., & Larimo, J. (2012, May 10-11). Marketing theory: Experience marketing and experiential marketing [Paper presentation]. Business and Management 2012: 7th International Scientific Conference, Vilnius, Lithuania.Schachter, S., & Singer, J. (1962). Cognitive, social, and physiological determinants of emotional state. Psychological Review, 69(5), 379-399. https://doi.org/10.1037/h0046234Schembri, S. (2006). Rationalizing service logic, or understanding services as experience? Marketing Theory, 6(3), 381-392. https://doi.org/10.1177/1470593106066798Schkade, D. A., & Kahneman, D. (1998). Does living in California make people happy? A focusing illusion in judgments of life satisfaction. Psychological Science, 9(5), 340-346. https://doi.org/10.1111/1467-9280.00066Schmitt, B. (1999). Experiential marketing: how to get customers to sense, feel, think, act, and relate to your company and brands (1st ed.). Free Press.Schmitt, B. (2011). Experience marketing: Concepts, frameworks and consumer insights. Foundations and Trends in Marketing, 5(2), 55-112. http://dx.doi.org/10.1561/1700000027Schmitt, B., & Zarantonello, L. (2013). Consumer experience and experiential marketing: A critical review. In N. K. Malhotra (Ed.), Review of Marketing Research (volume 10) (pp. 25-61). Emerald Group Publishing. https://doi.org/10.1108/S1548-6435(2013)0000010006Schmitt, B., Brakus, J. J., & Zarantonello, L. (2015). From experiential psychology to consumer experience. Journal of Consumer Psychology, 25(1), 166-171. https://doi.org/10.1016/j.jcps.2014.09.001Schouten, J. W., McAlexander, J. H., & Koening, H. F. (2007). Transcendent customer experience and brand community. Journal of the Academy of Marketing Science, 35(3), 357-358. https://doi.org/10.1007/s11747-007-0034-4Seidel, S., & Urquhart, C. (2013). On emergence and forcing in information systems grounded theory studies: The case of Strauss and Corbin. Journal of Information Technology, 28(3), 237-260. https://doi.org/10.1057/jit.2013.17Shostack, G. L. (1984). Designing services that deliver. Harvard Business Review, 62(1), 133-139. https://hbr.org/1984/01/designing-services-that-deliverSingh, J. (1990). A typology of consumer dissatisfaction response styles. Journal of Retailing, 66(1), 57-99.Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356-372. https://doi.org/10.2307/3152082Spraragen, S., & Chan, C. (2008, April 14-15). Service blueprinting: When customer satisfaction numbers are not enough [Paper presentation]. Design Thinking: New Challenges for Designers, Managers and Organizations: International DMI Education Conference, Cergy-Pointoise, France.Strauss, A. L., & Corbin, J. M. (1990). Basics of qualitative research: Grounded theory procedures and techniques (1st ed.). SAGE.Stauss, B., & Seidel, W. (2008). Discovering the ‘‘customer annoyance iceberg’’ through evidence controlling. Service Business, 2(1), 33-45. https://doi.org/10.1007/s11628-006-0019-2Stein, A., & Ramaseshan, B. (2016). Towards the identification of customer experience touchpoint elements. Journal of Retailing and Consumer Services, 30, 8-19. https://doi.org/10.1016/j.jretconser.2015.12.001Stickdorn, M., & Schneider, J. (2012). This is service design thinking: Basics, tools, cases (1st ed.). Wiley.Svari, S., & Erling Olsen, L. (2012). The role of emotions in customer complaint behaviors. International Journal of Quality and Service Sciences, 4(3), 270-282. https://doi.org/10.1108/17566691211269585Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62(2), 60-76. https://doi.org/10.2307/1252161Teixeira, J., Patrício, L., Nunes, N. J., Nóbrega, L., Fisk, R. P., & Constantine, L. (2012). Customer experience modeling: From customer experience to service design. Journal of Service Management, 23(3), 362-376. https://doi.org/10.1108/09564231211248453Thom, J., Millen, D., & DiMicco, J. (2012, February 11-15). Removing gamification from an enterprise SNS [Paper presentation]. CSCW’12: The ACM 2012 conference on Computer Supported Cooperative Work, Seattle, Washington, United States. https://doi.org/10.1145/2145204.2145362Tronvoll, B. (2011). Negative emotions and their effect on customer complaint behaviour. Journal of Service Management, 22(1), 111-134. https://doi.org/10.1108/09564231111106947Turley, L. W., & Milliman, R. E. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49(2), 193-211. https://doi.org/10.1016/S0148-2963(99)00010-7Tybout, A.M., & Artz, N. (1994). Consumer psychology. Annual Review of Psychology, 45(1), 131-169. https://doi.org/10.1146/annurev.ps.45.020194.001023UK Design Council. (2015). Design methods for developing services. UK Design Council. https://www.designcouncil.org.uk/sites/default/files/asset/document/DesignCouncil_Design%20methods%20for%20developing%20services.pdfUser Interface Design Patterns (2021). Peak–end rule design pattern. User Interface Design patterns. http://ui-patterns.com/patterns/Peakend-ruleUrquhart, C., Lehmann, H., & Myers, M. D. (2010). Putting the ‘theory’ back into grounded theory: Guidelines for grounded theory studies in information systems. Information Systems Journal, 20(4), 357-381. https://doi.org/10.1111/j.1365-2575.2009.00328.xVan Alstyne, M. W., Parker, G. G., & Choudary, S. P. (2016). Pipelines, platforms, and the new rules of strategy. Harvard Business Review, 94(4), 54-62.Vargo, S. L., & Lusch, R.F. (2008). Service-dominant logic: continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1-10. https://doi.org/10.1007/s11747-007-0069-6Verhoef, P. C., Antonides, G., & de Hoog, A. N. (2004). Service encounters as a sequence of events: The importance of peak experiences. Journal of Service Research, 7(1), 53-64. https://doi.org/10.1177/1094670504266137Verhoef, P. C., Kannan, P.K., & Inman, J. J. (2015). From multi-channel retailing to omni-channel retailing: Introduction to the special issue on multi-channel retailing. Journal of Retailing, 91(2), 174-181. https://doi.org/10.1016/j.jretai.2015.02.005Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveend, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31-41. https://doi.org/10.1016/j.jretai.2008.11.001Voorhees, C. M., Fombelle, P. W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017). Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens. Journal of Business Research, 79, 269-280. https://doi.org/10.1016/j.jbusres.2017.04.014Wang, B., Miao, Y., Zhao, H., Jin, J., & Chen, Y. (2016). A biclustering-based method for market segmentation using customer pain points. Engineering Applications of Artificial Intelligence, 47, 101-109. https://doi.org/10.1016/j.engappai.2015.06.005Watson, D. (2000). Mood and temperament (1st ed.). The Guilford Press.Wei, J. T., Lee, M. C., Chen, H. K., & Wu, H. H. (2013). Customer relationship management in the hairdressing industry: an application of data mining techniques. Expert Systems with Applications, 40(18), 7513-7518. https://doi.org/10.1016/j.eswa.2013.07.053Weiner, B. (2000). Attributional thoughts about consumer behavior. Journal of Consumer Research, 27(3), 382-387. https://doi.org/10.1086/317592Werbach, K., & Hunter, D. (2012). For the win: How game thinking can revolutionize your business. Wharton Digital Press.Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258-270. https://doi.org/10.2307/3151636Westbrook, R. A., & Oliver, R. L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18(1), 84-91. https://doi.org/10.1086/209243Wiesche, M., Jurisch, M. C., Yetton, P. W., & Krcmar, H. (2017). Grounded theory methodology in information systems research. MIS Quarterly, 41(3), 685-701. https://doi.org/10.25300/MISQ/2017/41.3.02Wilson, H. J., & Daugherty, P. (2018). Collaborative intelligence: Humans and AI are joining forces. Harvard Business Review, 96(4), 114-123.Wirtz, J., Lovelock, C., & Chew, P. (2017). Essentials of services marketing (3rd ed.). Pearson.Wooder, S., & Baker, S. (2012). Extracting key lessons in service innovation. Journal of Product Innovation Management, 29(1), 13-20. https://doi.org/10.1111/j.1540-5885.2011.00875.xWreiner, T., Mårtensson, I., Arnell, O., Gonzalez, N., Holmlid, S., & Segelström, F. (2009, November 24-26). Exploring service blueprints for multiple actors: A case study of car parking services [Paper presentation]. DeThinking Service, ReThinking Design: The First Nordic Conference on Service Design and Service Innovation, Oslo, Norway.Wu, S. H., & Gao, Y. (2019). Understanding emotional customer experience and co-creation behaviour in luxury hotels. International Journal of Contemporary Hospitality Management, 31(11), 4247-4275. https://doi.org/10.1108/IJCHM-04-2018-0302Wünderlich, N. V., Wangenheim, F. v., & Bitner, M. J. (2013). High tech and high touch: A framework for understanding user attitudes and behaviors related to smart interactive services. Journal of Service Research, 16(1), 3-20. https://doi.org/10.1177/1094670512448413Yin, R. K. (2015). Qualitative research from start to finish (2nd ed.). The Guilford Press.Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Free Press.Zhang, J., Farris, P. W., Irvin, J. W., Kushwaha, T., Steenburgh, T. J., & Weitz, B. A. (2010). Crafting integrated multichannel retailing strategies. Journal of Interactive Marketing, 24(2), 168-180. https://doi.org/10.1016/j.intmar.2010.02.002Zichermann, G., & Linder, J. (2013). The gamification revolution: How leaders leverage game mechanics to crush the competition (1st ed.). McGraw-Hill Education.Zomerdijk, L. G., & Voss, C.A. (2010). Service design for experience-centric services. Journal of Service Research, 13(1), 67-82. https://doi.org/10.1177/1094670509351960 描述 博士
國立政治大學
資訊管理學系
106356501資料來源 http://thesis.lib.nccu.edu.tw/record/#G0106356501 資料類型 thesis dc.contributor.advisor 洪為璽<br>季延平 zh_TW dc.contributor.advisor Hung, Wei-Hsi<br>Chi, Yan-Ping en_US dc.contributor.author (Authors) 林君憶 zh_TW dc.contributor.author (Authors) Lin, Chun-Yi en_US dc.creator (作者) 林君憶 zh_TW dc.creator (作者) Lin, Chun-Yi en_US dc.date (日期) 2021 en_US dc.date.accessioned 2-Sep-2021 15:47:16 (UTC+8) - dc.date.available 2-Sep-2021 15:47:16 (UTC+8) - dc.date.issued (上傳時間) 2-Sep-2021 15:47:16 (UTC+8) - dc.identifier (Other Identifiers) G0106356501 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/136838 - dc.description (描述) 博士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 資訊管理學系 zh_TW dc.description (描述) 106356501 zh_TW dc.description.abstract (摘要) 本研究運用紮根理論法初步探索建立髮型消費服務企業的智慧髮型全通路服務平台，「基於翻轉負向峰值點和終點的顧客體驗再造升級的設計規劃」將相關體驗行銷學、顧客行為學、服務設計學、資訊管理學、心理學的理論和方法結合起來，解決顧客體驗這一跨領域學科的、複雜的問題。本研究運用一系列連貫性的、系統性的方法將抽象的顧客體驗轉化為具體的服務流程設計，在智慧髮型全通路服務平台中建立了三個中心系統來解決二個顧客痛點。透過這二個痛點，本研究發現了顧客髮型消費服務旅程中最在意的7個關鍵時刻、9個峰值點和終點，可以作為髮型消費服務企業數位創新的主要基礎，因而在智慧髮型全通路服務平台中建立了三個中心系統：智慧化髮型推薦服務設計中心、儀式遊戲化服務設計中心、智慧化全通路服務設計中心。運用智慧髮型全通路服務平台，有助於髮型消費服務企業實現基於體驗為中心的無縫接軌全通路整合的服務模式，將各接觸點主題的連貫性、一致性、適境性結合起來，創造和編排使顧客難忘的「酷炫EPIC」峰值瞬間，以提高顧客體驗成效。 zh_TW dc.description.abstract (摘要) This paper uses grounded theory to establish an initial experience-centric smart omnichannel platform for the hairdressing industry. ‘The Superior Customer Experience Design Plan based on reverse-engineering negative peak–end experiences’ is proposed that combines multiple theories of behaviour design, service design, information system management, and psychology to address complex customer experience issues across various disciplines and fields. Abstractions of customer experience are concretised in a service journey design through a set of cohesive and systematic approaches. The experience-centric smart omnichannel platform has three system centres to address two customer pain points, which are recognised and broken down into seven moments of truth and nine peak and end moments, and provides the hairdressing industry with the fundamentals of digital innovation. The three system centres in the smart omnichannel platform—namely a smart hairstyle recommendation system, a ritual gamification system, and a smart omnichannel system—enable hairdressing companies to implement the seamless experience-centric smart omnichannel platform during design for each customer on the basis of thematic cohesion, consistency, and contextual sensitivity among all touchpoints. Through this platform, hairdressing companies can orchestrate memorable and ‘EPIC’ moments to enhance customer experience. en_US dc.description.tableofcontents 第一章 緒論 1第一節 研究背景和動機 1第二節 研究目的和意義 4第三節 研究內容和架構 4第二章 文獻探討 7第一節 體驗行銷 7第二節 基於顧客體驗接觸點的服務體驗 15第三節 基於關鍵時刻的體驗接觸點 22第四節 運用峰終定律識別關鍵時刻 26第五節 運用峰終定律識別顧客體驗結果中的顧客抱怨 28第六節 顧客體驗到服務設計和行為設計 39第三章 研究方法和設計 48第一節 研究方法 48第二節 研究流程和步驟 50第三節 研究對象選擇 52第四節 資料收集 54第四章 資料分析 56第一節 編碼程序 57第二節 研究可靠性檢驗 67第三節 主題浮現和理論適配 69第五章 智慧髮型全通路服務平台建立 71第一節 顧客行為設計 71第二節 智慧髮型全通路服務平台設計 98第三節 智慧髮型全通路服務平台的服務藍圖設計 101第六章 討論與結論 103第一節 理論研究意涵 103第二節 管理應用意涵 104第三節 研究結果 105第四節 研究限制和未來研究方向 106參考文獻 107 zh_TW dc.format.extent 13860127 bytes - dc.format.mimetype application/pdf - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0106356501 en_US dc.subject (關鍵詞) 全通路平台 zh_TW dc.subject (關鍵詞) 顧客體驗 zh_TW dc.subject (關鍵詞) 峰終定律 zh_TW dc.subject (關鍵詞) 顧客抱怨 zh_TW dc.subject (關鍵詞) 關鍵時刻 zh_TW dc.subject (關鍵詞) Omnichannel platform en_US dc.subject (關鍵詞) Customer experience en_US dc.subject (關鍵詞) Peak-end rule en_US dc.subject (關鍵詞) Customer complaint en_US dc.subject (關鍵詞) Moment of truth en_US dc.title (題名) 基於峰終定律的體驗型智慧髮型全通路服務平台之研究—以髮型消費服務企業為例 zh_TW dc.title (題名) The Application of the Peak-End Rule in the Design Experience-Centric Smart Omnichannel Platform for the Taiwanese Hairdressing Industry en_US dc.type (資料類型) thesis en_US dc.relation.reference (參考文獻) 中華民國行政院主計總處（2021年1月）。行業統計分類(第11次修正)(110年1月)。中華民國統計資訊網。https://www.stat.gov.tw/public/Attachment/012221854690WG0X9I.pdf中華民國行政院主計總處（2016）。105年工業及服務業普查-其他服務業普查結果分析。中華民國統計資訊網。https://www.dgbas.gov.tw/public/Data/dgbas04/bc2/105census/X00/S.pdf林君憶、洪為璽、季延平（出版中）。政府基於協力網絡的平台型新興傳染疾病生態系統模式—以COVID-19為例。中山管理評論。Abrahams, R. D. (1986). Ordinary and extraordinary experience. In V. W. Turner and E. M. Bruner (Eds.), The anthropology of experience (pp. 45-72). University of Illinois Press.Adams, J. S. (1965). Inequity in social exchange. In L. Berkowitz (Ed.), Advances in experimental psychology Volume 2 (pp. 267-299). Academic Press. https://doi.org/10.1016/S0065-2601(08)60108-2Ahn, H. J. (2008). A new similarity measure for collaborative filtering to alleviate the new user cold-starting problem. Information Sciences, 178(1), 37-51. https://doi.org/10.1016/j.ins.2007.07.024Alexander, B., & Kent, A. (2020). Change in technology-enabled omnichannel customer experiences in-store. Journal of Retailing and Consumer Services, 102338, https://doi.org/10.1016/j.jretconser.2020.102338Ariely, D. (1998). Combining experiences over time: The effects of duration, intensity changes and on-line measurements on retrospective pain evaluations. Journal of Behavioral Decision Making, 11(1), 19-45. https://doi.org/10.1002/(SICI)1099-0771(199803)11:1<19::AID-BDM277>3.0.CO;2-BAriely, D., & Carmon, Z. (2000). Gestalt characteristics of experiences: the defining features of summarized events. Journal of Behavioral Decision Making, 13(3), 191-201. https://doi.org/10.1002/(SICI)1099-0771(200004/06)13:2<191::AID-BDM330>3.0.CO;2-AArmano, D. (2006, June 15). But What About the Touchpoints? Logic+Emotion. https://darmano.typepad.com/logic_emotion/2006/06/but_what_about_.htmlArnould, E., Price, L., & Zinkhan, G. M. (2001). Consumers (1st ed.). McGraw-Hill/Irwin.Atkinson, R. C., & Shiffrin, R. M. (1968). Human memory: A proposed system and its control processes. In K. W. Spence and J. T. Spence (Eds.), Psychology of learning and motivation: II (pp. 89-195). Academic Press. https://doi.org/10.1016/S0079-7421(08)60422-3Bagozzi, R. P., Gopinath M., & Nyer, P. U. (1999). The role of emotions in marketing, Journal of the Academy of Marketing Science, 27(2), 184-206. https://doi.org/10.1177/0092070399272005Balakrishnan, A., Sundaresan, S., & Zhang, B. (2014). Browse‐and‐switch: Retail‐online competition under value uncertainty. Production and Operations Management, 23(7), 1129-1145. https://doi.org/10.1111/poms.12165Baranova, P. (2017). Understanding the customer journey through the prism of service design methodology. In D. Longbottom and A. Lawson (Eds.), Alternative market research methods (pp. 1-26), Routledge. http://hdl.handle.net/10545/621991Bard, P. (1934). On emotional expression after decortication with some remarks on certain theoretical views: Part 1. Psychological Review, 41(4), 309-329. https://doi.org/10.1037/h0070765Baumeister, R. F., Bratslavsky, E., Finkenauer, C., & Vohs, K. D. (2001). Bad is stronger than good. Review of General Psychology, 5(4), 323-370. https://doi.org/10.1037/1089-2680.5.4.323Baxter, W., Roots, S., Tuomala, E., Aurisicchio, M., Rodrigues, P. S., Ratcliffe, E., Childs, P., Martin, N., & Saclier, C. (2020). Ritual Design Toolkit. Interaction Foundry. https://doi.org/10.25561/83960Beaujean, M., Davidson, J., & Madge, S. (2006, February 1). The ‘moment of truth’ in customer service. McKinsey Quarterly. https://www.mckinsey.com/business-functions/organization/our-insights/the-moment-of-truth-in-customer-serviceBeck, N., & Rygl, D. (2015). Categorization of multiple channel retailing in multi-, cross-, and omni-channel retailing for retailers and retailing. Journal of Retailing and Consumer Services, 27, 170-178. https://doi.org/10.1016/j.jretconser.2015.08.001Bernstein, F., Song J. S., & Zheng, X. (2009). Free riding in a multi-channel supply chain. Naval Research Logistics, 56(8), 745-765. https://doi.org/10.1002/nav.20379Birks, D. F., Fernandez, W., Levina, N., & Nasirin, S. (2013). Grounded theory method in information systems research: Its nature, diversity and opportunities. European Journal of Information Systems, 22(1), 1-8. https://doi.org/10.1057/ejis.2012.48Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71. https://doi.org/10.1177/002224299205600205Bitner, M. J., & Wang, H. S. (2014). Service encounters in service marketing research. In R. T. Rust and M. H Huang (Eds.), Handbook of service marketing research (pp. 221-243). Elgar. https://doi.org/10.4337/9780857938855.00019Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology infusion in service encounters, Journal of the Academy of Marketing Science, 28(1), 138-149. https://doi.org/10.1177/0092070300281013Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: A practical technique for service innovation. California Management Review, 50(3), 66-94. https://doi.org/10.2307/41166446Blackshaw, P. (2006, October 17). The third moment of truth. Click Z. https://www.clickz.com/the-third-moment-of-truth/67161/Blackwell, R. D., Miniard, P. W., & Engel, J. F. (2006). Consumer behavior (10th ed.). Thomson South-Western.Blodgett, J. G., & Li, H. (2007). Assessing the effects of post-purchase dissatisfaction and complaining behavior on profitability: A Monte Carlo simulation. The Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 20, 1-14.Blumer, H. G. (1969). Symbolic interactionism: Perspective and method. Prentice-Hall.Böhm, A. (2004). Theoretical coding: Text analysis in grounded theory. In U. Flick, E. V. Kardorff, and I. Steinke (Eds.), A Companion to Qualitative Research (pp. 270-275). SAGE.Borrieci, R. N. (2011). The experience effect: Engage your customers with a consistent and memorable brand experience. Journal of Product & Brand Management, 20(5), 430-431. https://doi.org/10.1108/10610421111157973Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don’t come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31(4), 377-393. https://doi.org/10.1177/0092070303254412Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52-68. https://doi.org/10.1509/jmkg.73.3.052Breese, J., Heckerman, D., & Kadie, C. (1998, July 24-26). Empirical analysis of predictive algorithm for collaborative filtering [Paper presentation]. UAI’98: The Fourteenth Conference on Uncertainty in Artificial Intelligence, Madison Wisconsin, United States.Brookes, B. C., & Smith, C. (2009). Technology and gender: Barbers and hairdressers in New Zealand, 1900–1970. History & Technology, 25(4), 365-386. https://doi.org/10.1080/07341510903313055Brown, U. J., & Beale, R. L. (2008). Services marketing: The mediating role of customer satisfaction in the hair care industry. Academy of Marketing Studies Journal, 12(1), 57-70.Brynjolfsson, E., Hu, Y., & Rahman, M. S. (2013). Competing in the age of omnichannel retailing. MIT Sloan Management Review, 54(4), 23-29.Cannon, W. B. (1927). The James-Lange theory of emotions: A critical examination and an alternative theory. The American Journal of Psychology, 39(1/4), 106-124. https://doi.org/10.2307/1415404Carbone, L. P., & Haeckel, S. H. (1994). Engineering customer experiences. Marketing Management, 3(3), 8-19.Carlzon, J. (1989). Moments of truth (Revised ed.). Harper Business.Carroll, D., & Guzmán, I. (2015). The new omni-channel approach to serving customers. Accenture Consulting.Carù, A., & Cova, B. (2003). Revisiting consumption experience: A more humble but complete view of the concept. Marketing Theory, 3(2), 267-286. https://doi.org/10.1177/14705931030032004Carù, A., Colm, L., & Cova, B. (2016). Innovating services through experiences: An investigation of servicescape’s pivotal role. In M. Toivonen (Ed.), Service innovation (pp. 149-170). Tokyo: Springer Japan. https://doi.org/10.1007/978-4-431-54922-2_7Charmaz, K. (2014). Constructing grounded theory (2nd ed.). SAGE.Charmaz, K., & Thornberg, R. (2020). The pursuit of quality in grounded theory. Qualitative Research in Psychology, 18(3), 305-327. https://doi.org/10.1080/14780887.2020.1780357Chebat, J. C., & Slusarczyk, W. (2005). How emotions mediate the effect of perceived justice on loyalty in service recovery situations: An empirical study. Journal of Business Research, 58(5), 664-673. https://doi.org/10.1016/j.jbusres.2003.09.005Choy, D. (2008, June 12). What exactly is touchpoint? Customer Think. http://customerthink.com/what_exactly_is_touchpoint/Clatworthy, S. (2010, December 1-3). Service innovation through touch-points: The AT-ONE touch-point cards [Paper presentation]. Exchanging Knowledge: ServDes 2010, Linköping, Sweden.Clatworthy, S. (2011). Service innovation through touch-points: Development of an innovation toolkit for the first stages of new service development. International Journal of Design, 5(2), 15-28.Cook, S. (2021). Design for delight. Intuit Labs. http://www.intuitlabs.com/design-for-deligCorbin, J. M., & Strauss, A. L. (1990). Grounded theory research: Procedures, canons, and evaluative criteria. Qualitative Sociology, 13(1), 3-21. https://doi.org/10.1007/BF00988593Corbin, J. M., & Strauss, A. L. (2014). Basics of qualitative research: techniques and procedures for developing grounded theory (4th ed.). SAGE.Crié, D. (2003). Consumers’ complaint behaviour. Taxonomy, typology and determinants: Towards a unified ontology. Journal of Database Marketing & Customer Strategy Management, 11(1), 60-79. https://doi.org/10.1057/palgrave.dbm.3240206Csikszentmihalyi, M. (1990). Flow: The psychology of optimal experience (1st ed.). Harper & Row.Dasar, P., Hundekar, S. G., & Maradi, M. (2013). Consumer behaviour on consumer durables with reference to Bijapur District. Global Journal of Commerce & Management Perspective, 2(1), 36-46.Davis, S., & Longoria, T. (2003, January/February). Harmonizing your touch points. Brand Packaging Magazine. https://barradeideas.com/wp-content/uploads/2011/03/Harmonizing-Your-Touchpoints.pdfDay, R., L., & Landon, E. L. Jr. (1977). Toward a theory of consumer complaining behavior. In A. G. Woodside, J. N. Sheth, and P. D. Bennett (Eds.), Consumer and industrial buying behavior (pp. 425-437). North Holland Publishing Company.De Bonte, A., & Fletcher, D. (2014). Scenario-focused engineering: A toolbox for innovation and customer-centricity (1st ed.). Microsoft Press.De Keyser, A., Lemon, K., Klaus, P., & Keiningham, T. (2015). A framework for understanding and managing the customer experience (Report No. 15-121). Marketing Science Institute Working Paper Series.Denzin, N. K. (1978). The research act: A theoretical introduction to sociological methods (2nd ed.). McGraw-Hill.Denzin, N. K. (1992). Symbolic interactionism and cultural studies: The politics of interpretation. Blackwell Publishers.Denzin, N. K. (2009). The research act: A theoretical introduction to sociological methods (1st ed.). Routledge.Deterding, S., Dixon D., Khaled R., & Nacke, L. (2011, September 28-30). From game design elements to gamefulness: Defining gamification [Paper presentation]. Envisioning Future Media Environments: 15th International Academic MindTrek Conference, Tampere, Finland, https://doi.org/10.1145/2181037.2181040Dewey, J. (1925). Experience and nature. Open Court Publishing Company.Diener, E., Wirtz, D., & Oishi, S. (2001). End effects of rated life quality: The James Dean effect. Psychological Science, 12(2), 124-128. https://doi.org/10.1111/1467-9280.00321Do, A. M., Rupert, A. V., & Wolford, G. (2008). Evaluations of pleasurable experiences: The peak–end rule. Psychonomic Bulletin & Review, 15(1), 96-98. https://doi.org/10.3758/PBR.15.1.96Duggan, K., & Shoup, K. (2013). Business gamification for dummies (1st ed.). Wiley.Edvardsson, B., Enquist, B., & Johnston, R. (2005). Co-creating customer value through hyperreality in the pre-purchase service experience. Journal of Service Research, 8(2), 149-161. https://doi.org/10.1177/1094670505279729Enrique Bigné, J., Mattila, A. S., & Andreu, L. (2008). The impact of experiential consumption cognitions and emotions on behavioral intentions. Journal of Services Marketing, 22(4), 303-315. https://doi.org/10.1108/08876040810881704Erich, G., Richard H., John, V., & Ralph, J. (1994). Design patterns: Elements of reusable object-oriented software (1st ed.). Addison Wesley.Finlay, L. (2002). “Outing” the researcher: The provenance, process, and practice of reflexivity. Qualitative Health Research, 12(4), 531-545. https://doi.org/10.1177/104973202129120052Finn, A. (2012). Customer delight: Distinct construct or zone of non-linear response to customer satisfaction? Journal of Service Research, 15(1), 99-110. https://doi.org/10.1177/1094670511425698Fogg, B. J. (2009, April 26-29). A behavior model for persuasive design [Paper presentation]. Persuasive 2009: 4th International Conference on Persuasive Technology, Claremont, California, United States. https://doi.org/10.1145/1541948.1541999Folkes, V. S. (1984). Consumer reactions to product failure: An attributional approach. Journal of Consumer Research, 10(4), 398-409. https://doi.org/10.1086/208978Forlizzi, J., & Battarbee, K. (2004, August 1-4). Understanding experience in interactive systems [Paper presentation]. DIS’04: 5th Conference on Designing Interactive Systems: Processes, Practices, Methods, and Techniques, Cambridge, Massachusetts, United States. https://doi.org/10.1145/1013115.1013152Fox, J. (2014). The game changer: How to use the science of motivation with the power of game design to shift behaviour, shape culture and make clever happen (1st ed.). Wiley.Fredrickson, B. L., & Kahneman, D. (1993). Duration neglect in retrospective evaluations of affective episodes. Journal of Personality and Social Psychology, 65(1), 45-55. https://doi.org/10.1037//0022-3514.65.1.45Frow, P., & Payne, A. (2007). Towards the ‘perfect’ customer experience. Journal of Brand Management, 15(2), 89-101. https://doi.org/10.1057/palgrave.bm.2550120Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: An overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395-410. https://doi.org/10.1016/j.emj.2007.08.005Gerson, J. (1998). Milady’s standard textbook for professional estheticians (8th ed.). Milady.Glaser, B. G. (1978). Theoretical Sensitivity: Advances in the methodology of grounded theory (1st ed.). Sociology Press.Glaser, B. G. (1992). Basics of grounded theory analysis: Emergence vs. forcing (1st ed.). Sociology Press.Glaser, B. G., & Holton, J. (2004). Remodeling grounded theory. Forum: Qualitative Social Research, 5(2), Article 4. https://doi.org/10.17169/fqs-5.2.607Glaser, B. G., & Strauss, A. L. (1967). The discovery of grounded theory: Strategies for qualitative research (1st ed.). Aldine Publishing.Goodman, J., & Newman, S. (2003). Understand customer behavior and complaints. Quality Progress, 36, 51-55.Grimes, R. (2014). The craft of ritual studies (1st ed.). Oxford University Press.Grönroos, C. (1990). Service management: A management focus for service competition. International Journal of Service Industry Management, 1(1), 6-14. https://doi.org/10.1108/09564239010139125Gupta, S., Leszkiewicz, A., Kumar, V., Bijmolt, T., & Potapov, D. (2020). Digital analytics: Modeling for insights and new methods. Journal of Interactive Marketing, 51, 26-43. https://doi.org/10.1016/j.intmar.2020.04.003Hart, C., Farrell, A. M., Stachow, G., Reed, G., & Cadogan, J. W. (2007). Enjoyment of the shopping experience: Impact on customers’ repatronage intentions and gender influence. The Service Industries Journal, 27(5), 583-604. https://doi.org/10.1080/02642060701411757Heath, C., & Heath, D. (2017). The power of moments: Why certain experiences have extraordinary impact (1st ed.). Simon & Schuster.Helkkula, A. (2011). Characterising the concept of service experience. Journal of Service Management, 22(3), 367-389. https://doi.org/10.1108/09564231111136872Helkkula, A., Kelleher, C., & Pihlström, M. (2012). Characterizing value as an experience: Implications for service researchers and managers. Journal of Service Research, 15(1), 59-75. https://doi.org/10.1177/1094670511426897Higgins, E. T. (1999). Self-discrepency: A theory relating self and affect. Psychological Review, 94(3), 319-340. https://doi.org/10.1037/0033-295X.94.3.319Hilken, T., Heller, J., Chylinski, M., Keeling, D. I., Mahr, D., & de Ruyter, k. (2018). Making omnichannel an augmented reality: the current and future state of the art. Journal of Research in Interactive Marketing, 12(4), 509-523. http://doi.org/10.1108/JRIM-01-2018-0023Hirschman, A. O. (1970). Exit, voice, and loyalty: Responses to decline in firms, organizations, and states. Harvard University Press.Hirschman, E. C., & Holbrook, M. B. (1986). Expanding the ontology and methodology of research on the consumption experience. In D. Brinberg and R. J. Lutz (Eds.), Perspectives on methodology in consumer research (pp. 213-215), Springer. https://doi.org/10.1007/978-1-4613-8609-4_7Hoekstra, H. A. (2017). Creating customer loyalty in practice: A multiplecases approach [Unpublished master’s thesis]. University of Twente. http://purl.utwente.nl/essays/73860Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings & fun. Journal of Consumer Research, 9(2), 132-140. https://doi.org/10.1086/208906Homburg, C., & Fürst, A. (2007). See no evil, hear no evil, speak no evil: A study of defensive organizational behavior towards customer complaints. Journal of the Academy of Marketing Science, 35(4), 523-536. https://doi.org/10.1007/s11747-006-0009-xHoyer, W. D., Kroschke, M., Schmitt, B., Kraume, K., & Shankar, V. (2020). Transforming the customer experience through new technologies. Journal of Interactive Marketing, 51, 57-71. https://doi.org/10.1016/j.intmar.2020.04.001Hsia, T., Wu, J., Xu, X., Li, Q., Peng, L., & Robinson, S. (2020). Omnichannel retailing: The role of situational involvement in facilitating consumer experiences. Information & Management, 57(8), 103390. https://doi.org/10.1016/j.im.2020.103390Hughes, E. C. (1971). The sociological eye. Aldine-Atherton.Hunt, B., & Ivergård, T. (2014). Designing service excellence: People and technology (1st ed.). https://doi.org/10.1201/b17678Interaction Design Foundation. (2021). What is service design? Interaction Design Foundation. https://www.interaction-design.org/literature/topics/service-designIzard, C. E. (2009). Emotion theory and research: highlights, unanswered questions, and emerging issues. Annual Review of Psychology, 60, 1-25. https://doi.org/10.1146/annurev.psych.60.110707.163539James, W. (1950). The principles of psychology. Dover Publications.Jani, D., & Han, H. (2015). Influence of environmental stimuli on hotel customer emotional loyalty response: testing the moderating effect of the big five personality factors. International Journal of Hospitality Management, 44, 48-57. https://doi.org/10.1016/j.ijhm.2014.10.006Kahneman, D. (1999). Objective happiness. In E. Diener, D. Kahneman, and N. Schwarz (Eds.), Well-being: The foundations of hedonic psychology (pp. 3-25). Russell SAGE.Kahneman, D., Wakker P. P., & Sarin, R. (1997). Back to Bentham? Explorations of experienced utility. The Quarterly Journal of Economics, 112(2), 375-405. https://doi.org/10.1162/003355397555235Kahneman, D., Fredrickson, B., Schreiber, C., & Redelmeier, D. (1993). When more pain is preferred to less: Adding a better end. Psychological Science, 4(6), 401-405. https://doi.org/10.1111/j.1467-9280.1993.tb00589.xKalbach, J. (2016). Mapping experiences: A complete guide to creating value through journeys, blueprints, and diagrams (1st ed.). O’Reilly Media.Kawamura, Y., & Eicher, J. B. (2018). Fashion-ology: An Introduction to Fashion Studies (2nd ed.). Bloomsbury Visual Arts.Kemp, E., & Kopp, S. W. (2011). Emotion regulation consumption: When feeling better is the aim. Journal of Consumer Behaviour, 10(1), 1-7. https://doi.org/10.1002/cb.341Kim, H., & Kim, B. (2019). The evaluation of visitor experiences using the peak–end rule. Journal of Heritage Tourism, 14(5-6), 561-573. https://doi.org/10.1080/1743873X.2019.1575388King, L. (2018). Experience Psychology (4th ed.). McGraw-Hill Education.Klaus, P., & Maklan, S. (2012). EXQ: A multiple‐item scale for assessing service experience. Journal of Service Management, 23(1), 5-33. https://doi.org/10.1108/09564231211208952Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64.Kotler, P., Kartajaya, H., & Setiawan, I. (2016). Marketing 4.0: Moving from traditional to digital (1st ed.). Wiley.Kowalski, R. M. (1996). Complaints and complaining: Functions, antecedents, and consequences. Psychological Bulletin, 119(2), 179-196. https://doi.org/10.1037/0033-2909.119.2.179Kuehnl, C., Jozic, D., & Homburg, C. (2019). Effective customer journey design: consumers’ conception, measurement, and consequences. Journal of the Academy of Marketing Science, 47(3), 551-568. https://doi.org/10.1007/s11747-018-00625-7Kumar, V., Petersen, J. A., & Leone, R. P. (2010). Driving profitability by encouraging customer referrals: Who, when, and how. Journal of Marketing, 74(5), 1-17. https://doi.org/10.1509/jmkg.74.5.001Lacroix, J. P. (2010). Belonging experiences: Designing engaged brands. iUniverse.Lange, C. G. (1922). The emotions. In C. G. Lange and W. James (Eds.), The emotions, Vol. 1, pp. 33-90). Williams & Wilkins Co. https://doi.org/10.1037/10735-002Langer, T., Sarin, R., & Weber, M. (2005). The retrospective evaluation of payment sequences: Duration neglect and peak-and-end effects. Journal of Economic Behavior & Organization, 58(1), 157-175. https://doi.org/10.1016/j.jebo.2004.01.001LaSalle, D., & Britton, T. A. (2002). Priceless: Turning ordinary products into extraordinary experiences. Harvard Business School Press.Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wünderlich, N. V., & De Keyser, A. (2017). “Service encounter 2.0”: An investigation into the roles of technology, employees and customers, Journal of Business Research, 79, 238-246. https://doi.org/10.1016/j.jbusres.2017.03.008Lecinski, J. (2011). Winning the zero moment of truth. Google.Lee, S. (2014). PIG Strategy: Make customer centricity obsolete and start a resource revolution. iMatch.Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: An exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39, 846-869. https://doi.org/10.1007/s11747-010-0219-0Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96. https://doi.org/10.1509/jm.15.0420Lewis, M. A., & Brown, A. D. (2012). How different is professional service operations management. Journal of Operations Management, 30(1-2), 1-11. https://doi.org/10.1016/j.jom.2011.04.002Liang, Z. X., & Wang, F.Y. (2016). Research on the personalized recommendation algorithm for hairdressers. Open Journal of Modelling and Simulation, 4(3), 102-108. http://dx.doi.org/10.4236/ojmsi.2016.43009Löfgren, M. (2005). Winning at the first and second moments of truth: An exploratory study. Managing Service Quality: An International Journal, 15(1), 102-115. https://doi.org/10.1108/09604520510575290Lusch, R. F., & Vargo, S. L. (2006). Service-dominant logic: reactions, reflections and refinements. Marketing Theory, 6(3), 281-288. https://doi.org/10.1177/1470593106066781Martin, R. L. (2011). The innovation catalysts. Harvard Business Review, 89(6), 82-87. hbr.org/2011/06/the-innovation-catalystsMaslow, A. H. (1954). Motivation and personality. Harper & Row, Publishers.Mattsson, J., Lemmink, J., & McColl, R. (2004). The effect of verbalized emotions on loyalty in written complaints. Total Quality Management & Business Excellence, 15(7), 941-959. https://doi.org/10.1080/14783360410001681890Maynes, J., & Rawson, A. (2016, March 4). Linking the customer experience to value. McKinsey Insights. McKinsey & Company. https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/linking-the-customer-experience-to-valueMcCarthy, J., & Wright, P. (2004). Technology as experience. Interactions, 11(5), 42-43. https://doi.org/10.1145/1015530.1015549McColl-Kennedy, J. R., Cheung, L., & Ferrier, E. (2015). Co-creating service experience practices. Journal of Service Management, 26(2), 249-275. https://doi.org/10.1108/JOSM-08-2014-0204Mead, G. H. (1934). Mind, self, and society from the standpoint of a social behaviorist. University of Chicago.Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. MIT Press.Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116-126. https://hbr.org/2007/02/understanding-customer-experienceMin, S., & Wolfinbarger, M. (2005). Market share, profit margin, and marketing efficiency of early movers, bricks and clicks, and specialists in e-commerce. Journal of Business Research, 58(8), 1030-1039. https://doi.org/10.1016/j.jbusres.2004.02.005Moran, G., Muzellec, L., & Nolan, E. (2014). Consumer moments of truth in the digital context: How “search” and “E-word of mouth” can fuel consumer decision-making. Journal of Advertising Research, 54(2), 200-204. https://doi.org/10.2501/JAR-54-2-200-204Morewedge, C. K. (2015). Utility: Anticipated, experienced, and remembered. In G. Keren and G. Wu (Eds.), The wiley blackwell handbook of judgment and decision making (2nd ed.) (pp. 295-330). Blackwell Press. https://doi.org/10.1002/9781118468333.ch10Morse, J. M. (1994). Designing funded qualitative research. In N. K. Denzin and Y. S. Lincoln (Eds.), Handbook of qualitative research (pp. 220-235). SAGE.Morse, J. M., Stern, P., Corbin, J. M., Bowers, B., & Clarke, A. (2009). Developing grounded theory: The second generation (1st ed.). Left Coast Press.Myers, M. D. (1997). Qualitative research in information systems. MIS Quarterly, 21(2), 241-242. https://doi.org/10.2307/249422Nevo, S., & Wade, M. (2011). Firm-level benefits of IT-enabled resources: A conceptual extension and an empirical assessment. The Journal of Strategic Information Systems, 20(4), 403-418. https://doi.org/10.1016/j.jsis.2011.08.001Nimako, S., & Mensah, A. (2012). Motivation for customer complaining and non-complaining behaviour towards mobile telecommunication services. Asian Journal of Business Management, 4(3), 310-320.Normann, R. (2001). Service management: Strategy and leadership in service business (3rd ed.). Wiley.Novak, T. P., Hoffman, D. L., & Yung, Y. F. (2000). Measuring the customer experience in online environments: A structural modeling approach. Marketing Science, 19(1), 22-42. https://doi.org/10.1287/mksc.19.1.22.15184Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. https://doi.org/10.2307/3150499Osterwalder, A., Pigneur, Y., Bernarda, G., & Smith, A. (2014). Value proposition design: How to create products and services customers want (1st ed.). Wiley.Ozenc, K., & Hagan, M. (2016, April 2). Introducing ritual design: Meaning, purpose, and behavior change. Medium. https://medium.com/ritual-design/introducing-ritual-design- meaning-purpose-and-behavior-change-44d26d484edfOzenc, K., & Hagan, M. (2019). Rituals for work: 50 Ways to Create Engagement, Shared Purpose, and a Culture that Can Adapt to Change (1st ed.). Wiley.Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.Park, R. E., & Burgess, E. W. (1921). Introduction to the science of sociology. University of Chicago.Pasupa, K., Sunhem, W., & Loo, C. K. (2019). A hybrid approach to building face shape classifier for hairstyle recommender system. Expert Systems with Applications, 120, 14-32. https://doi.org/10.1016/j.eswa.2018.11.011Patrício, L., Fisk, R. P., Falcão e Cunha, J., & Constantine, L. (2011). Multilevel service Design: rrom customer value constellation to service experience blueprinting. Journal of Service Research, 14(2), 180-200. https://doi.org/10.1177/1094670511401901Pentina, I., Pelton, L. E., & Hasty, R. W. (2009). Performance implications of online entry timing by store-based retailers: A longitudinal investigation. Journal of Retailing, 85(2), 177-193. https://doi.org/10.1016/j.jretai.2009.04.001Phillips, D. M., & Baumgartner, H. (2002). The role of consumption emotions in the satisfaction response. Journal of Consumer Psychology, 12(3), 243-252.http://dx.doi.org/10.1207/S15327663JCP1203_06Pine II, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(4), 97-105. https://hbr.org/1998/07/welcome-to-the-experience-economyPolaine, A., Løvlie, L., & Reason, B. (2013). Service design: From insight to implementation (1st ed.). Rosenfeld Media.Pomerantz, E. M., Saxon, J. L., & Oishi, S. (2000). The psychological trade-offs of goal investment. Journal of personality and social psychology, 79(4), 617-630. https://doi.org/10.1037/0022-3514.79.4.617Posner, J., Russell, J., & Peterson, B. (2005). The circumplex model of affect: An integrative approach to affective neuroscience, cognitive development, and psychopathology. Development and Psychopathology, 17(3), 715-734. https://doi.org/10.1017/S0954579405050340Privette, G. (1983). Peak experience, peak performance and flow: A comparative analysis of positive human experience. Journal of Personality and Social Psychology, 45(6), 1361-1368. https://doi.org/10.1037/0022-3514.45.6.1361Procter & Gamble. (2005). Balance and leadership: 2005 annual report. Procter & Gamble. https://www.pg.com/annualreports/2005/pdf/pg2005annualreport.pdfRamanathan, S., & Williams, P. (2007). Immediate and delayed emotional consequences of indulgence: The moderating influence of personality type on mixed emotions. Journal of Consumer Research, 34(2), 212-223. https://doi.org/10.1086/519149Redelmeier, D. A., & Kahneman, D. (1996). Patients’ memories of painful medical treatments: Real-time and retrospective evaluations of two minimally invasive procedures. Pain, 66(1), 3-8. https://doi.org/10.1016/0304-3959(96)02994-6Reeves, M., & Whitaker, K. (2020, July 2). A guide to building a more resilient business. Harvard Business Review, https://hbr.org/2020/07/a-guide-to-building-a-more-resilient-businessRichins, M. L. (1997). Measuring emotions in the consumption experience. Journal of Consumer Research, 24(2), 127-146. https://doi.org/10.1086/209499Richins, M. L. (2008). Consumption emotions. In N. J. Hendrik and P. H. Schifferstein (Eds.), Product experience (pp. 399-422). Elsevier. https://doi.org/10.1016/B978-008045089-6.50019-8Richins, M, L., & Verhage, B. J. (1985). Seeking redress for consumer dissatisfaction: The role of attitudes and situational factors. Journal of Consumer Policy, 8, 29-44. https://doi.org/10.1007/BF00380281Rogers, D. L. (2016). The digital transformation playbook: Rethink your business for the digital age. Columbia Business School Publishing.Sacco, D. F., & Hugenberg, K. (2009). The look of fear and anger: Facial maturity modulates recognition of fearful and angry expressions. Emotion, 9(1), 39-49. https://doi.org/10.1037/a0014081Same, S., & Larimo, J. (2012, May 10-11). Marketing theory: Experience marketing and experiential marketing [Paper presentation]. Business and Management 2012: 7th International Scientific Conference, Vilnius, Lithuania.Schachter, S., & Singer, J. (1962). Cognitive, social, and physiological determinants of emotional state. Psychological Review, 69(5), 379-399. https://doi.org/10.1037/h0046234Schembri, S. (2006). Rationalizing service logic, or understanding services as experience? Marketing Theory, 6(3), 381-392. https://doi.org/10.1177/1470593106066798Schkade, D. A., & Kahneman, D. (1998). Does living in California make people happy? A focusing illusion in judgments of life satisfaction. Psychological Science, 9(5), 340-346. https://doi.org/10.1111/1467-9280.00066Schmitt, B. (1999). Experiential marketing: how to get customers to sense, feel, think, act, and relate to your company and brands (1st ed.). Free Press.Schmitt, B. (2011). Experience marketing: Concepts, frameworks and consumer insights. Foundations and Trends in Marketing, 5(2), 55-112. http://dx.doi.org/10.1561/1700000027Schmitt, B., & Zarantonello, L. (2013). Consumer experience and experiential marketing: A critical review. In N. K. Malhotra (Ed.), Review of Marketing Research (volume 10) (pp. 25-61). Emerald Group Publishing. https://doi.org/10.1108/S1548-6435(2013)0000010006Schmitt, B., Brakus, J. J., & Zarantonello, L. (2015). From experiential psychology to consumer experience. Journal of Consumer Psychology, 25(1), 166-171. https://doi.org/10.1016/j.jcps.2014.09.001Schouten, J. W., McAlexander, J. H., & Koening, H. F. (2007). Transcendent customer experience and brand community. Journal of the Academy of Marketing Science, 35(3), 357-358. https://doi.org/10.1007/s11747-007-0034-4Seidel, S., & Urquhart, C. (2013). On emergence and forcing in information systems grounded theory studies: The case of Strauss and Corbin. Journal of Information Technology, 28(3), 237-260. https://doi.org/10.1057/jit.2013.17Shostack, G. L. (1984). Designing services that deliver. Harvard Business Review, 62(1), 133-139. https://hbr.org/1984/01/designing-services-that-deliverSingh, J. (1990). A typology of consumer dissatisfaction response styles. Journal of Retailing, 66(1), 57-99.Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356-372. https://doi.org/10.2307/3152082Spraragen, S., & Chan, C. (2008, April 14-15). Service blueprinting: When customer satisfaction numbers are not enough [Paper presentation]. Design Thinking: New Challenges for Designers, Managers and Organizations: International DMI Education Conference, Cergy-Pointoise, France.Strauss, A. L., & Corbin, J. M. (1990). Basics of qualitative research: Grounded theory procedures and techniques (1st ed.). SAGE.Stauss, B., & Seidel, W. (2008). Discovering the ‘‘customer annoyance iceberg’’ through evidence controlling. Service Business, 2(1), 33-45. https://doi.org/10.1007/s11628-006-0019-2Stein, A., & Ramaseshan, B. (2016). Towards the identification of customer experience touchpoint elements. Journal of Retailing and Consumer Services, 30, 8-19. https://doi.org/10.1016/j.jretconser.2015.12.001Stickdorn, M., & Schneider, J. (2012). This is service design thinking: Basics, tools, cases (1st ed.). Wiley.Svari, S., & Erling Olsen, L. (2012). The role of emotions in customer complaint behaviors. International Journal of Quality and Service Sciences, 4(3), 270-282. https://doi.org/10.1108/17566691211269585Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62(2), 60-76. https://doi.org/10.2307/1252161Teixeira, J., Patrício, L., Nunes, N. J., Nóbrega, L., Fisk, R. P., & Constantine, L. (2012). Customer experience modeling: From customer experience to service design. Journal of Service Management, 23(3), 362-376. https://doi.org/10.1108/09564231211248453Thom, J., Millen, D., & DiMicco, J. (2012, February 11-15). Removing gamification from an enterprise SNS [Paper presentation]. CSCW’12: The ACM 2012 conference on Computer Supported Cooperative Work, Seattle, Washington, United States. https://doi.org/10.1145/2145204.2145362Tronvoll, B. (2011). Negative emotions and their effect on customer complaint behaviour. Journal of Service Management, 22(1), 111-134. https://doi.org/10.1108/09564231111106947Turley, L. W., & Milliman, R. E. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49(2), 193-211. https://doi.org/10.1016/S0148-2963(99)00010-7Tybout, A.M., & Artz, N. (1994). Consumer psychology. Annual Review of Psychology, 45(1), 131-169. https://doi.org/10.1146/annurev.ps.45.020194.001023UK Design Council. (2015). Design methods for developing services. UK Design Council. https://www.designcouncil.org.uk/sites/default/files/asset/document/DesignCouncil_Design%20methods%20for%20developing%20services.pdfUser Interface Design Patterns (2021). Peak–end rule design pattern. User Interface Design patterns. http://ui-patterns.com/patterns/Peakend-ruleUrquhart, C., Lehmann, H., & Myers, M. D. (2010). Putting the ‘theory’ back into grounded theory: Guidelines for grounded theory studies in information systems. Information Systems Journal, 20(4), 357-381. https://doi.org/10.1111/j.1365-2575.2009.00328.xVan Alstyne, M. W., Parker, G. G., & Choudary, S. P. (2016). Pipelines, platforms, and the new rules of strategy. Harvard Business Review, 94(4), 54-62.Vargo, S. L., & Lusch, R.F. (2008). Service-dominant logic: continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1-10. https://doi.org/10.1007/s11747-007-0069-6Verhoef, P. C., Antonides, G., & de Hoog, A. N. (2004). Service encounters as a sequence of events: The importance of peak experiences. Journal of Service Research, 7(1), 53-64. https://doi.org/10.1177/1094670504266137Verhoef, P. C., Kannan, P.K., & Inman, J. J. (2015). From multi-channel retailing to omni-channel retailing: Introduction to the special issue on multi-channel retailing. Journal of Retailing, 91(2), 174-181. https://doi.org/10.1016/j.jretai.2015.02.005Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveend, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31-41. https://doi.org/10.1016/j.jretai.2008.11.001Voorhees, C. M., Fombelle, P. W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017). Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens. Journal of Business Research, 79, 269-280. https://doi.org/10.1016/j.jbusres.2017.04.014Wang, B., Miao, Y., Zhao, H., Jin, J., & Chen, Y. (2016). A biclustering-based method for market segmentation using customer pain points. Engineering Applications of Artificial Intelligence, 47, 101-109. https://doi.org/10.1016/j.engappai.2015.06.005Watson, D. (2000). Mood and temperament (1st ed.). The Guilford Press.Wei, J. T., Lee, M. C., Chen, H. K., & Wu, H. H. (2013). Customer relationship management in the hairdressing industry: an application of data mining techniques. Expert Systems with Applications, 40(18), 7513-7518. https://doi.org/10.1016/j.eswa.2013.07.053Weiner, B. (2000). Attributional thoughts about consumer behavior. Journal of Consumer Research, 27(3), 382-387. https://doi.org/10.1086/317592Werbach, K., & Hunter, D. (2012). For the win: How game thinking can revolutionize your business. Wharton Digital Press.Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258-270. https://doi.org/10.2307/3151636Westbrook, R. A., & Oliver, R. L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18(1), 84-91. https://doi.org/10.1086/209243Wiesche, M., Jurisch, M. C., Yetton, P. W., & Krcmar, H. (2017). Grounded theory methodology in information systems research. MIS Quarterly, 41(3), 685-701. https://doi.org/10.25300/MISQ/2017/41.3.02Wilson, H. J., & Daugherty, P. (2018). Collaborative intelligence: Humans and AI are joining forces. Harvard Business Review, 96(4), 114-123.Wirtz, J., Lovelock, C., & Chew, P. (2017). Essentials of services marketing (3rd ed.). Pearson.Wooder, S., & Baker, S. (2012). Extracting key lessons in service innovation. Journal of Product Innovation Management, 29(1), 13-20. https://doi.org/10.1111/j.1540-5885.2011.00875.xWreiner, T., Mårtensson, I., Arnell, O., Gonzalez, N., Holmlid, S., & Segelström, F. (2009, November 24-26). Exploring service blueprints for multiple actors: A case study of car parking services [Paper presentation]. DeThinking Service, ReThinking Design: The First Nordic Conference on Service Design and Service Innovation, Oslo, Norway.Wu, S. H., & Gao, Y. (2019). Understanding emotional customer experience and co-creation behaviour in luxury hotels. International Journal of Contemporary Hospitality Management, 31(11), 4247-4275. https://doi.org/10.1108/IJCHM-04-2018-0302Wünderlich, N. V., Wangenheim, F. v., & Bitner, M. J. (2013). High tech and high touch: A framework for understanding user attitudes and behaviors related to smart interactive services. Journal of Service Research, 16(1), 3-20. https://doi.org/10.1177/1094670512448413Yin, R. K. (2015). Qualitative research from start to finish (2nd ed.). The Guilford Press.Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Free Press.Zhang, J., Farris, P. W., Irvin, J. W., Kushwaha, T., Steenburgh, T. J., & Weitz, B. A. (2010). Crafting integrated multichannel retailing strategies. Journal of Interactive Marketing, 24(2), 168-180. https://doi.org/10.1016/j.intmar.2010.02.002Zichermann, G., & Linder, J. (2013). The gamification revolution: How leaders leverage game mechanics to crush the competition (1st ed.). McGraw-Hill Education.Zomerdijk, L. G., & Voss, C.A. (2010). Service design for experience-centric services. Journal of Service Research, 13(1), 67-82. https://doi.org/10.1177/1094670509351960 zh_TW dc.identifier.doi (DOI) 10.6814/NCCU202101421 en_US
