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Measuring service experience: a utility-based heuristic model

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Abstract

This research aims to construct a model to evaluate service experience. We develop a novel model for service experience by incorporating positive and negative dimensions. We demonstrate that greater utility from experience results in greater value of service experience. We also discovered negative dimensions are the key reason; especially waiting time. We separated five groups to help firms explore deeper insights from various dimensions. The value of service experience in group of middle range has the greater contrast between positive and negative dimensions than the other groups. Service providers can obtain customer perception to adjust or revise the service components.

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

    Wei-Lun Chang & Ling-Yao Huang

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  1. Wei-Lun Chang
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Correspondence to Wei-Lun Chang.

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Chang, WL., Huang, LY. Measuring service experience: a utility-based heuristic model. Serv Bus 10, 1–30 (2016). https://doi.org/10.1007/s11628-014-0263-9

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