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    政大機構典藏 > 商學院 > 資訊管理學系 > 學位論文 >  Item 140.119/95159
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/95159


    Title: 於有限服務價值環境下之最優顧客控制感服務互動設計研究- 以鷹鴿賽局為基礎
    Hawk-dove game based interactive design in value bounded context for customer optimized control
    Authors: 劉筱禎
    Contributors: 苑守慈
    劉筱禎
    Keywords: 客戶期望
    有限服務價值環境
    鷹鴿賽局
    服務互動設計
    Date: 2009
    Issue Date: 2016-05-09 15:18:02 (UTC+8)
    Abstract: 隨著體驗經濟時代的來臨,越來越多的顧客勇於追求自己心目中所想要的產品與服務。不同於過去只能被動的接受現有的服務,顧客希望能夠參與服務流程並獲取更多控制感。另一方面,企業也希望能夠提供更好的服務以滿足客戶,但所面臨的兩難卻是在既得利益、成本與客戶滿意之間取得平衡,此問題在寡占市場中尤其明顯。因為寡占廠商通常不願意付出更多的成本,這使得整個市場環境可說是一個有限服務價值的環境,如何在有限的資源中滿足客戶並維持利益成為一個待解決的問題。本研究提出一個服務互動設計的機制,希望藉由客戶期望與情緒的管理,並以鷹鴿賽局為基礎計算、設計出一系列的服務旅程,能夠以較少的成本滿足客戶的心理與控制感的需求。
    本研究所提出的機制包含三大模組分別是:期望因子決策模組、鷹鴿賽局模組以及服務方案決策模組。此機制分析顧客的需求喜好,利用鷹鴿賽局演算法找出對客戶最有影響的期望因子,並適當的安排期望因子於服務旅程中,讓客戶在體驗服務的過程中能夠因期望的改變得到較佳的滿意。本系統之預期貢獻為:(1) 利用創新的互動設計機制為所有服務參與者帶來最佳利益。 (2) 從期望管理方面出發,提出一個新的服務設計發展方向。
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    Description: 碩士
    國立政治大學
    資訊管理學系
    96356005
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0096356005
    Data Type: thesis
    Appears in Collections:[資訊管理學系] 學位論文

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