A PSO-based intelligent service dispatching mechanism for customer expectation management

doi:10.1016/j.eswa.2011.03.007

CNU IR > College of Smart Living > Dept. of Information Management > Periodical Articles > Item 310902800/26945

Please use this identifier to cite or link to this item: https://ir.cnu.edu.tw/handle/310902800/26945

Title:	A PSO-based intelligent service dispatching mechanism for customer expectation management
Authors:	Hsieh, Yen-Hao Yuan, Soe-Tsyr Kuo, Ruei-Lin
Contributors:	資訊管理系
Keywords:	Particle swarm optimization Customer expectation management Service experience design Service science
Date:	2011-09
Issue Date:	2013-09-28 16:25:15 (UTC+8)
Publisher:	Elsevier
Abstract:	In the era of experience economy, service providers have to provide customers with high quality service experience in order to attract more customers and achieve higher customer satisfaction. Managing customer expectation is a critical approach for service providers to consider. Although customer expectation has been discussed across different research disciplines, to our knowledge, there is still no systematical and feasible way to apply customer expectation management into real environments. This study attempts to establish an intelligent service dispatching mechanism by using particle swarm optimization for customer expectation management. This mechanism can help service providers design and deliver satisfactory service experience to customers. In order to evaluate the effectiveness and robustness of this mechanism, this study employs micro- and macro-simulation experiments to confer and analyze its performance. The simulation results show service providers can gain benefit and raise customer satisfaction by managing customer expectation during service experience delivery. Meanwhile, customers can also receive memorable experiences and have positive responses to service providers and other customers. Consequently, a high performance ecosystem within service providers and customers can be formed.
Relation:	Expert Systems With Applications 38(10), pp.12128-12141
Appears in Collections:	[Dept. of Information Management] Periodical Articles

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