In this explorative research, we aim to find the most important service experience variables that... more In this explorative research, we aim to find the most important service experience variables that determine customer purchasing decision and the clerks’ influence on customers’ purchases. This study was conducted as a case study of a children’s apparel company, denoted Company L, which has 243 retail stores. Company L has implemented Point of Sale (POS) systems in its retail stores, and would like to know what functions could be added to induce storefront employees to deliver better customer service. We, therefore, focus on observing the services provided by storefront employees and their reflection on a customer’s purchasing decision in a retail store. The study generated decision trees via Weka, a data mining open source software platform, to analyze multiple data sources to (1) understand what makes a good service experience for a customer, (2) get explicit knowledge from service encounter information, and (3) externalize the tacit knowledge of storefront service experiences. These findings can be used to improve Company L’s POS system to guide storefront employees to learn from trained decision rules. Moreover, the company can internalize service experience knowledge by aggregating learned rules from the company’s retail stores.
The fuzzy weighted average is widely used to solve hierarchical evaluation problems, including fu... more The fuzzy weighted average is widely used to solve hierarchical evaluation problems, including fuzzy consideration for the operations of scoring, weighting and aggregating. Previous works considered the fuzziness of score and weight, and used the additive function to aggregate these weighted scores. This study considers the aggregation operator also as a fuzzy variable, and uses a generalized means function to fuzzify the aggregation operator within a fuzzy weighted average. In practice, the proposed model not only considers both the relative important of the criteria and its achieved performance, but also conveys the influence of the DM’s (Decision Maker’s) evaluation attitude. Thus the proposed model can flexibly reflect any DM’s evaluation attitude, such as open, neutral or rigorous. Thereby, the proposed model can make an objective evaluation that approaches a real decision making situation, and thus has the potential to be a useful management tool for improved resolution of fuzzy hierarchical evaluation problems.
Tele-heatlh care services extending healthcare services from medical perspective of treatment and... more Tele-heatlh care services extending healthcare services from medical perspective of treatment and diagnosis to enhance holistic wellness of individuals, have been widely recognized by healthcare providers. This study explored the trust in the healthcare providers to generate the trust-based service value chain framework in tele-healthcare services. We report the results of survey from 1304 members of a district hospital in 7 villages in two townships of a county in the middle of Taiwan. Four motivations were identified from literature review in the study, which are the perception of tele-healthcare value, the perception of medical value, social influence, and effort expectancy. These motivators were used to predict the intention of using tele-healthcare services provided by the service provider. We employed trust as a mediator in this framework. From the statistical analysis, we obtain the following results: (1) the relationship between effort expectancy and intention to use is mediated by the trust in the service provider (2) Social influence insignificantly affects trust, however, it significantly affects the intention to use tele-healthcare services, (3) The perceived benefits and medical value are significantly mediated by calculation-based trust in the service provider. From these findings, we suggest that trust built is critical for service value co-creation stage in tele-healthcare services.
In this explorative research, we aim to find the most important service experience variables that... more In this explorative research, we aim to find the most important service experience variables that determine customer purchasing decision and the clerks’ influence on customers’ purchases. This study was conducted as a case study of a children’s apparel company, denoted Company L, which has 243 retail stores. Company L has implemented Point of Sale (POS) systems in its retail stores, and would like to know what functions could be added to induce storefront employees to deliver better customer service. We, therefore, focus on observing the services provided by storefront employees and their reflection on a customer’s purchasing decision in a retail store. The study generated decision trees via Weka, a data mining open source software platform, to analyze multiple data sources to (1) understand what makes a good service experience for a customer, (2) get explicit knowledge from service encounter information, and (3) externalize the tacit knowledge of storefront service experiences. These findings can be used to improve Company L’s POS system to guide storefront employees to learn from trained decision rules. Moreover, the company can internalize service experience knowledge by aggregating learned rules from the company’s retail stores.
The fuzzy weighted average is widely used to solve hierarchical evaluation problems, including fu... more The fuzzy weighted average is widely used to solve hierarchical evaluation problems, including fuzzy consideration for the operations of scoring, weighting and aggregating. Previous works considered the fuzziness of score and weight, and used the additive function to aggregate these weighted scores. This study considers the aggregation operator also as a fuzzy variable, and uses a generalized means function to fuzzify the aggregation operator within a fuzzy weighted average. In practice, the proposed model not only considers both the relative important of the criteria and its achieved performance, but also conveys the influence of the DM’s (Decision Maker’s) evaluation attitude. Thus the proposed model can flexibly reflect any DM’s evaluation attitude, such as open, neutral or rigorous. Thereby, the proposed model can make an objective evaluation that approaches a real decision making situation, and thus has the potential to be a useful management tool for improved resolution of fuzzy hierarchical evaluation problems.
Tele-heatlh care services extending healthcare services from medical perspective of treatment and... more Tele-heatlh care services extending healthcare services from medical perspective of treatment and diagnosis to enhance holistic wellness of individuals, have been widely recognized by healthcare providers. This study explored the trust in the healthcare providers to generate the trust-based service value chain framework in tele-healthcare services. We report the results of survey from 1304 members of a district hospital in 7 villages in two townships of a county in the middle of Taiwan. Four motivations were identified from literature review in the study, which are the perception of tele-healthcare value, the perception of medical value, social influence, and effort expectancy. These motivators were used to predict the intention of using tele-healthcare services provided by the service provider. We employed trust as a mediator in this framework. From the statistical analysis, we obtain the following results: (1) the relationship between effort expectancy and intention to use is mediated by the trust in the service provider (2) Social influence insignificantly affects trust, however, it significantly affects the intention to use tele-healthcare services, (3) The perceived benefits and medical value are significantly mediated by calculation-based trust in the service provider. From these findings, we suggest that trust built is critical for service value co-creation stage in tele-healthcare services.
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