TY - JOUR
T1 - Service experience management in Asia
T2 - A review and directions for future research
AU - Lin, Jiun Sheng Chris
AU - Lin, Cheng Yu
AU - Chou, En Yi
N1 - Publisher Copyright:
© 2016, College of Management Press. All right reserved.
PY - 2016/6/1
Y1 - 2016/6/1
N2 - 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.
AB - 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.
KW - Customer and employee management
KW - Customer participation and self-service technologies
KW - Service environment
KW - Service experience
KW - Service recovery and customer loyalty management
UR - http://www.scopus.com/inward/record.url?scp=84976384902&partnerID=8YFLogxK
U2 - 10.6226/NTUMR.2016.MAR.25104-005
DO - 10.6226/NTUMR.2016.MAR.25104-005
M3 - 回顧評介論文
AN - SCOPUS:84976384902
SN - 1018-1601
VL - 26
SP - 303
EP - 352
JO - NTU Management Review
JF - NTU Management Review
IS - 2
ER -