"What can I(S) do for you?": How technology enables service providers to elicit customers' preferences and deliver personalized service

被引：8

作者：

Bonaretti, Dario ^{[1
]}

Bartosiak, Marcin ^{[2
]}

Lui, Tsz-Wai ^{[3
]}

Piccoli, Gabriele ^{[2
,4
]}

Marchesani, Daniele ^{[2
]}

机构：

[1] Nova Southeastern Univ, HW Huizenga Coll Business & Entrepreneurship, Carl DeSantis Bldg 3301 Coll Ave, Ft Lauderdale, FL 33314 USA

[2] Univ Pavia, Dept Econ & Management, Via San Felice 7, I-27100 Pavia, Italy

[3] Ming Chuan Univ, Int Coll, Travel & Tourism Program, 5 De Ming Rd, Gui Shan Dist 333, Taoyuan County, Taiwan

[4] Louisiana State Univ, EJ Ourso Coll Business, 4005 Nicholson Dr Extens, Baton Rouge, LA 70803 USA

来源：

INFORMATION & MANAGEMENT | 2020年 / 57卷 / 06期

关键词：

Effective use; Faithful representation; Customer value; Service personalization; Customer service systems; INFORMATION-TECHNOLOGY; SYSTEM USAGE; QUALITY; PERCEPTIONS; IMPACT; MODEL; PRICE;

D O I：

10.1016/j.im.2020.103346

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

This research studies the effective use of an IT-enabled Customer Service System (CSS) in the hospitality sector. Drawing on Effective Use Theory, we study how digital representations of customers' preferences support service providers in the service personalization process. Our model posits customers' preferences elicitation as the antecedent of CSS' effective use, which yields superior customer value. This representational perspective matches recent efforts to study customer value as cocreated by customers and service providers. Based on a longitudinal dataset of 118,647 hotel reservations, we explain how digital representations of customers' preferences enable service providers to personalize service and increase customer value.

引用

页数：13

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