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A hybrid approach for personalized service staff recommendation

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Abstract

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.

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Authors and Affiliations

  1. Department of Business Administration, Tamkang University, NO 151, Ying-chuan Road, Tamsui District, New Taipei City, Taiwan

    Wei-Lun Chang & Chien-Fang Jung

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  1. Wei-Lun Chang
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  2. Chien-Fang Jung
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Correspondence to Wei-Lun Chang.

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Chang, WL., Jung, CF. A hybrid approach for personalized service staff recommendation. Inf Syst Front 19, 149–163 (2017). https://doi.org/10.1007/s10796-015-9597-7

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  • DOI: https://doi.org/10.1007/s10796-015-9597-7

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