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Measuring service experience: a utility-based heuristic model
Abstract
This research aims to construct a model to evaluate service experience. We develop a novel model for service experience by incorporating positive and negative dimensions. We demonstrate that greater utility from experience results in greater value of service experience. We also discovered negative dimensions are the key reason; especially waiting time. We separated five groups to help firms explore deeper insights from various dimensions. The...
Paper Details
Title
Measuring service experience: a utility-based heuristic model
Published Date
Dec 19, 2014
Journal
Volume
10
Issue
1
Pages
1 - 30
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Notes
History