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題名 Using System Dynamics to Analyze Customer Experience Design
作者 苑守慈
解燕豪;Yuan, Soe-Tsyr; Hsieh, Yen-Hao
貢獻者 資管系
關鍵詞 Customer Expectation; Experience Design; Experience Economy; System Dynamics; System Modeling
日期 2010-07
上傳時間 21-Feb-2014 13:53:19 (UTC+8)
摘要 Today, customer experience design is an emerging research direction in the experience economy where good customer experiences can lead service providers to achieve their business goals. Customer expectation, another key point for designing service experiences, affects how customers really feel during service experience delivery, while service operation is another important factor must be taken into account. System dynamics, as an analytic tool, can provide designers with a different way of thinking by integrating these factors for customer experience design. Accordingly, this study not only models the process of customer experience design by using causal loop diagrams and stock and flow diagrams, but also analyzes how the feedback and time delay factors influence customer experience design based on the simulation results of system dynamics. According to the macro viewpoint of system dynamics, this paper analyzes these important factors within customer experience design.
關聯 International Journal of Service Science, Management, Engineering, and Technology, 1(3), 83-98
資料來源 http://www.irma-international.org/viewtitle/45931/
資料類型 article
dc.contributor 資管系en_US
dc.creator (作者) 苑守慈zh_TW
dc.creator (作者) 解燕豪;Yuan, Soe-Tsyr; Hsieh, Yen-Haozh_TW
dc.date (日期) 2010-07en_US
dc.date.accessioned 21-Feb-2014 13:53:19 (UTC+8)-
dc.date.available 21-Feb-2014 13:53:19 (UTC+8)-
dc.date.issued (上傳時間) 21-Feb-2014 13:53:19 (UTC+8)-
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/64084-
dc.description.abstract (摘要) Today, customer experience design is an emerging research direction in the experience economy where good customer experiences can lead service providers to achieve their business goals. Customer expectation, another key point for designing service experiences, affects how customers really feel during service experience delivery, while service operation is another important factor must be taken into account. System dynamics, as an analytic tool, can provide designers with a different way of thinking by integrating these factors for customer experience design. Accordingly, this study not only models the process of customer experience design by using causal loop diagrams and stock and flow diagrams, but also analyzes how the feedback and time delay factors influence customer experience design based on the simulation results of system dynamics. According to the macro viewpoint of system dynamics, this paper analyzes these important factors within customer experience design.en_US
dc.format.extent 273359 bytes-
dc.format.mimetype application/pdf-
dc.language.iso en_US-
dc.relation (關聯) International Journal of Service Science, Management, Engineering, and Technology, 1(3), 83-98en_US
dc.source.uri (資料來源) http://www.irma-international.org/viewtitle/45931/en_US
dc.subject (關鍵詞) Customer Expectation; Experience Design; Experience Economy; System Dynamics; System Modelingen_US
dc.title (題名) Using System Dynamics to Analyze Customer Experience Designen_US
dc.type (資料類型) articleen