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

doi:10.1016/j.eswa.2011.03.007

Chia Nan University of Pharmacy & Science Institutional Repository > 智慧生活學院 > 資訊管理系 > 期刊論文 > Item 310902800/26945

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標題:	A PSO-based intelligent service dispatching mechanism for customer expectation management
作者:	Hsieh, Yen-Hao Yuan, Soe-Tsyr Kuo, Ruei-Lin
貢獻者:	資訊管理系
關鍵字:	Particle swarm optimization Customer expectation management Service experience design Service science
日期:	2011-09
上傳時間:	2013-09-28 16:25:15 (UTC+8)
出版者:	Elsevier
摘要:	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.
關聯:	Expert Systems With Applications 38(10), pp.12128-12141
显示于类别:	[資訊管理系] 期刊論文

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