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Consumer preference and service quality management with RFID

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Abstract

The importance of accurately measuring consumer preference for service quality management to firms in exceedingly competitive environments where customers have an increasing array of access to information cannot be overstated. There has been a resurgence of interest in consumer preference measurement and service quality management, specifically real-time service management, as more data about customer behavior and means to process these data to generate actionable policies become available. Recent years have also witnessed the incorporation of Radio-Frequency Identification (RFID) tags in a wide variety of applications where item-level information can be beneficially leveraged to provide competitive advantage. We propose a knowledge-based framework for real-time service management incorporating RFID-generated item-level identification data. We consider the economic motivations for adopting RFID solutions for customer service management through analysis of service quality, response speed and service dependability. We conclude by providing managerial insights on when and where managers should consider RFID-generated identification information to improve their customer services.

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Authors and Affiliations

  1. Information Systems and Technologies, ESCP Europe, 75543, Paris cedex 11, France

    Wei Zhou

  2. RFID European Lab, Paris, France

    Wei Zhou & Selwyn Piramuthu

  3. Information Systems and Operations Management, University of Florida, Gainesville, FL, 32611, USA

    Selwyn Piramuthu

Authors
  1. Wei Zhou
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  2. Selwyn Piramuthu
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Correspondence to Selwyn Piramuthu.

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Zhou, W., Piramuthu, S. Consumer preference and service quality management with RFID. Ann Oper Res 216, 35–51 (2014). https://doi.org/10.1007/s10479-012-1082-9

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  • DOI: https://doi.org/10.1007/s10479-012-1082-9

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