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01-03-2016 | Theoretical article

Measuring service experience: a utility-based heuristic model

Authors: Wei-Lun Chang, Ling-Yao Huang

Published in: Service Business | Issue 1/2016

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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 value of service experience in group of middle range has the greater contrast between positive and negative dimensions than the other groups. Service providers can obtain customer perception to adjust or revise the service components.

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Title: Measuring service experience: a utility-based heuristic model
Authors: Wei-Lun Chang
Ling-Yao Huang
Publication date: 01-03-2016
Publisher: Springer Berlin Heidelberg
Published in: Service Business / Issue 1/2016
Print ISSN: 1862-8516
Electronic ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-014-0263-9

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