Information Systems Frontiers

, Volume 19, Issue 1, pp 149–163 | Cite as

A hybrid approach for personalized service staff recommendation

  • Wei-Lun ChangEmail author
  • Chien-Fang Jung


In this study, we established a novel set of service procedures that epitomize the human-centered spirit of service. By using self-organizing maps and collaborative filtering recommendation, we developed a mechanism that links the two service procedures of selecting service staff members and how customers decide tip amounts based on perceived value. Through the proposed mechanism, the recommender system could effectively predict customer preferences regarding service staff members and assign suitable members for delivering services. In addition, this study integrated the service experiences of previous customers with local tipping cultures for calculating recommended tip amounts for the reference of customers. Under this mechanism, the customer-centered spirit can be completely integrated into service procedures for effectively enhancing customer satisfaction, increasing the job satisfaction of employees, and producing a virtuous cycle of service quality improvement.


Recommender system Self-organizing maps Collaborative filtering 


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Copyright information

© Springer Science+Business Media New York 2015

Authors and Affiliations

  1. 1.Department of Business AdministrationTamkang UniversityNew Taipei CityTaiwan

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