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題名：Capturing Customer Value Creation Based on Service Experience – a Case Study on News Caf
書刊名：工業工程學刊
作者：蘇羅文／楊錦洲／范柳
作者(外文)：Sukwadi, Ronald／Yang, Ching-chow／Fan, Liu
出版日期：2012
卷期：29:6
頁次：頁383-399
主題關鍵詞：服務經驗；I-S模式；精緻化的Kano模式及藍海策略；顧客價值；Service experience；SERVQUAL；I–S model；Refined Kano–Blue Ocean model；Customer value
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:3
  • 點閱點閱:26
The rapid growth of the service sector in almost every economy in the world has created a significant amount of interest in service operations. In practice, the impact of the service experience on consumers’ satisfaction is important for service marketers. Many service providers have sought the use of various enhancement actions to improve their performance. To be really successful, a service provider must create value for its customers. Based on the five dimensions of SERVQUAL, a questionnaire is utilized to evaluate the service experience of customers from the view of customer journey. In addition, the article also explores the concept of the importance–satisfaction model, the refined Kano–Blue Ocean del, and associates it with customer value. The results of the study demonstrate a new framework, illustrating the service experience, which dimensions influence the service experience, how to select appropriate practical actions, and how it is linked to customer value. mo
期刊論文
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圖書
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