Customer Value Creation through Service Experience: An Application in Café Industry  

Oleh:

Sukwadi, Ronald ; Ching-Chow, Yang ; Fan, Liu

Jenis: Article from Proceeding
Dalam koleksi: The 47th Annual Conference of Chinese Society for Quality, 2011 International Symposium of Quality Management /ISQM, DaYeh University, ChangHua, R.O.C., page 1-23.
Topik: Service Experience; SERVQUAL; I-S model; Refined Kano-Blue Ocean Model; Customer Value; karyaciva
Fulltext: ISQM 2011 - Customer Value Creation through Service.pdf (429.63KB)

Isi artikel

The rapid growth of the service sector in almost every economy in the world has created a significant amount of interest in service operations. In practice, the impact of the service experience on consumers' satisfaction is important for service marketers. Many service providers have sought the use of various enhancement actions to improve their operations and performance in an attempt to hold competitive success. To be really successful, a service provider must create value for its customers. Based on the five dimensions of service quality (SERVQUAL), a questionnaire is utilized to evaluate the service experience of customers from the view of customer journey. In addition, the paper also explores the concept of the importance-satisfaction (I-S) model, the refined Kano-Blue Ocean model, and associates it with customer value. The results of the study demonstrate a new framework, illustrating the service experience, which dimensions influence the service experience, how to select appropriate practical actions, and how it is linked to customer value, at least within the context of the café industry.

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