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    政大機構典藏 > 商學院 > 資訊管理學系 > 會議論文 >  Item 140.119/75190
    Please use this identifier to cite or link to this item: http://nccur.lib.nccu.edu.tw/handle/140.119/75190

    Title: Hawk-dove game based interactive design to manage customer expectation
    Authors: Hsieh, Y.-H.;Yuan, Soe-Tsyr;Liou, S.-J.
    Contributors: 資管系
    Keywords: Customer expectation;Customer experience;Dynamic interaction;Hawk-dove game;High quality;Interaction design;Interactive design;Mechanism model;Oligopoly;Oligopoly market;Service experience;Service provider;Stable state;Competition;Design;Information management;Information systems;Profitability;Sales;Customer satisfaction
    Date: 2010
    Issue Date: 2015-05-20 16:23:33 (UTC+8)
    Abstract: In the era of experience economy, how best to deliver memorable and exciting customer experiences has become a key issue for service providers, and customers can involve themselves in service experience delivery by actively deciding appropriate services rather than passively accepting existing ones. However, service providers frequently consider profit and cost first despite knowing that high-quality service can maximize satisfaction. A dilemma emerges particularly in the oligopoly market. Oligopoly service providers generally have no need to expend additional efforts and costs in attracting customers, and thus are considered a value-bounded context for customers in which providers only provide customers with existing services and restricted values. Accordingly, this study devises an interaction design mechanism to assist oligopoly service providers in effectively managing customer expectations within the dynamic interactions even in value-bounded contexts. The proposed mechanism models this interaction design problem as a series of Hawk-Dove games toward an evolutionary stable state. The simulation results suggest that oligopoly service providers should change their original mindset and design the interactions to manage customer expectations within the service experience delivery to not only achieve high satisfaction and profit but also engage customers to co-create the values.
    Relation: PACIS 2010 - 14th Pacific Asia Conference on Information Systems
    Data Type: conference
    Appears in Collections:[資訊管理學系] 會議論文

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