Implementing multi-attribute utility theory in service recovery: An operational management perspective on online retailing

被引：0
|
作者：
Song, Yan [1 ]
Xiu, Yifan [1 ]
Zhou, Liping [1 ]
Wang, Jingyuan [2 ]
机构：
[1] Shanghai Int Studies Univ, Sch Business & Management, Shanghai, Peoples R China
[2] Dongbei Univ Finance & Econ, Sch Accounting, Dalian, Peoples R China
来源：
JOURNAL OF RETAILING AND CONSUMER SERVICES | 2024年 / 81卷
关键词：
Service recovery evaluation strategy; Multi-attribute utility theory; Quantitative service recovery; Operational management perspective; PRCA-Multi-attribute utility model; Deep learning; Prioritization strategy; PERCEIVED JUSTICE; SATISFACTION;
D O I：
10.1016/j.jretconser.2024.103968
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
How corporate decision-makers allocate resources to address the major issues of service recovery is critical. This article, from the perspective of operations management, integrates Multi-Attribute Utility theory into the field of service recovery. Through the use of online review data from smart home products, the PCRA-Multi-Attribute Utility model is proposed. Based on the model, this paper presents a prioritization strategy for service recovery and reveals that the utility of intelligent products is primarily influenced by service attitude. Furthermore, we discovered that manager's response strategies should pay more attention to recovery related to vital attributes. Strategy optimization can be achieved by adjusting the response length of these key attributes.
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页数：11
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