A hybrid approach for personalized service staff recommendation

Wei-Lun Chang () and Chien-Fang Jung ()
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Wei-Lun Chang: Tamkang University
Chien-Fang Jung: Tamkang University

Information Systems Frontiers, 2017, vol. 19, issue 1, No 9, 149-163

Abstract: 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.

Keywords: Recommender system; Self-organizing maps; Collaborative filtering (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (5)

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DOI: 10.1007/s10796-015-9597-7

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