A PSO-based intelligent service dispatching mechanism for customer expectation management |
| |
| Authors: | Yen-Hao Hsieh Soe-Tsyr Yuan Ruei-Lin Kuo |
| |
| Affiliation: | 1. Department of Information Management, Chia Nan University of Pharmacy and Science, Tainan, Taiwan;2. Department of Management Information Systems, National Chengchi University, Taipei, Taiwan;3. Value-Added Service, Department of Data Communication, Business Group, Chunghwa Telecom, Taipei, Taiwan;1. Computer Science, University of Texas at El Paso, 500 West University Avenue, El Paso, TX 79968, USA;2. Departament de Sistemes Informatics i Computacio, Universitat Politecnica de Valencia, Cami de Vera s/n, 46020 Valencia, Spain;1. Center for Experimental Nuclear Physics and Astrophysics, and Department of Physics, University of Washington, Seattle, WA, USA;2. Nuclear Science Division, Lawrence Berkeley National Laboratory, Berkeley, CA, USA;3. Pacific Northwest National Laboratory, Richland, WA, USA;4. Department of Physics and Astronomy, University of South Carolina, Columbia, SC, USA;5. Oak Ridge National Laboratory, Oak Ridge, TN, USA;6. Institute for Theoretical and Experimental Physics, Moscow, Russia;7. Los Alamos National Laboratory, Los Alamos, NM, USA;8. Joint Institute for Nuclear Research, Dubna, Russia;9. Department of Physics, Duke University, Durham, NC, USA;10. Triangle Universities Nuclear Laboratory, Durham, NC, USA;11. Department of Physics, University of South Dakota, Vermillion, SD, USA;12. South Dakota School of Mines and Technology, Rapid City, SD, USA;13. Department of Physics, North Carolina State University, Raleigh, NC, USA;14. Department of Physics and Astronomy, University of Tennessee, Knoxville, TN, USA;15. Research Center for Nuclear Physics and Department of Physics, Osaka University, Ibaraki, Osaka, Japan;p. Department of Physics and Astronomy, University of North Carolina, Chapel Hill, NC, USA;q. Centre for Particle Physics, University of Alberta, Edmonton, AB, Canada;r. Department of Physics, Black Hills State University, Spearfish, SD, USA;s. Tennessee Tech University, Cookeville, TN, USA;t. Shanghai Jiao Tong University, Shanghai, China;1. Graduate School of Information Science and Technology, Osaka University, 1-5 Yamadaoka, Suita, Osaka 565-0871, Japan;2. Graduate School of Frontier Biosciences, Osaka University, 1-5 Yamadaoka, Suita, Osaka 565-0871, Japan;3. ERATO, Japan Science and Technology Agency, 1-5 Yamadaoka, Suita, Osaka 565-0871, Japan;4. Earth-Life Science Institute, Tokyo Institute of Technology, Meguro, Tokyo 152-8550, Japan;1. School of Landscape Architecture, Northeast Forestry University, Harbin, China;2. Humphrey School of Public Affairs, University of Minnesota, Twin Cities, USA;1. Chongqing Key Laboratory of Computational Intelligence, Chongqing University of Posts and Telecommunications, Chongqing 400065, China;2. School of Science, Chongqing University of Posts and Telecommunications, Chongqing 400065, China |
| |
| 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. |
| |
| Keywords: | |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
