A case study of clustering service strategies to smartphone users

Pei-Hsuan Hsieh

研究成果: Conference contribution

摘要

A conventional clustering service strategy to divide smart phone users requesting for customer services is based on service levels, e.g., usage support, product maintenance, and others. To provide higher quality services, innovative strategies in clustering services are critical to service providers. Varied factors have to be considered before service agents interact with customers. Therefore, this study purpose is to help service providers find innovative clustering service strategies by conducting qualitative research methods. In cooperation with a case company in Taiwan, a systematically randomized method is adopted to obtain marketing data of the smarphone users' basic information in between 2010 and the latter half of 2011. In total, 23 recordings of interviews obtained between agents and users (averaging 8.03 minutes each) are transcribed and then analyzed by using Nvivo 9.0. As a result, this study finds four fundamental elements that demanded special attention from 377 notable points in all service processes. Finally, an innovative clustering service strategy, TEACHER, is obtained after incorporating analysis results of service content details which are pertaining to a three-phase service (i.e., activation, delivering, termination). Detailed descriptions about the application of this innovative strategy are provided.

原文English
主出版物標題Proceedings - 2012 International Joint Conference on Service Sciences, Service Innovation in Emerging Economy
主出版物子標題Cross-Disciplinary and Cross-Cultural Perspective, IJCSS 2012
頁面191-193
頁數3
DOIs
出版狀態Published - 2012 七月 30
事件2012 International Joint Conference on Service Sciences, Service Innovation in Emerging Economy: Cross-Disciplinary and Cross-Cultural Perspective, IJCSS 2012 - Shanghai, China
持續時間: 2012 五月 242012 五月 26

出版系列

名字Proceedings - 2012 International Joint Conference on Service Sciences, Service Innovation in Emerging Economy: Cross-Disciplinary and Cross-Cultural Perspective, IJCSS 2012

Other

Other2012 International Joint Conference on Service Sciences, Service Innovation in Emerging Economy: Cross-Disciplinary and Cross-Cultural Perspective, IJCSS 2012
國家China
城市Shanghai
期間12-05-2412-05-26

All Science Journal Classification (ASJC) codes

  • Management of Technology and Innovation

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