https://scholars.lib.ntu.edu.tw/handle/123456789/407832
標題: | Service Experience Management in Asia: A Review and Directions for Future Research 服務體驗管理:亞洲文獻回顧與未來研究方向 |
作者: | 林俊昇(Chris Jiun-Sheng Lin) 林政佑(Cheng-Yu Lin) 周恩頤(En-Yi Chou) |
關鍵字: | Customer and employee management; Customer participation and self-service technologies; Service environment; Service experience; Service recovery and customer loyalty management | 公開日期: | 2016 | 卷: | 26 | 期: | 2 | 起(迄)頁: | 303-352 | 來源出版物: | NTU Management Review | 摘要: | Service experience is an important issue for the management of service firms in Asia, yet there lacks a thorough review of research literature in this field. In this review paper, we address two key questions from a service experience perspective: (1) what have we learned from prior research about service experience in Asia and (2) what major issues should future research in this area address. We examine these questions under seven major topics: customer/employee emotion, service employee management, service environments, customer participation, self-service technologies, service failure/recovery, and customer loyalty management. Our review offers useful insights and identifies many fruitful topics and questions for future research. © 2016, College of Management Press. All right reserved. |
URI: | http://dx.doi.org/10.6226/NTUMR.2016.MAR.25104-005 https://scholars.lib.ntu.edu.tw/handle/123456789/407832 https://www.scopus.com/inward/record.uri?eid=2-s2.0-84976384902&doi=10.6226%2fNTUMR.2016.MAR.25104-005&partnerID=40&md5=c294bf0dd71069fe0401d82277d98381 |
ISSN: | 10181601 | DOI: | 10.6226/NTUMR.2016.MAR.25104-005 |
顯示於: | 國際企業學系 |
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