Understanding Customer Value in Technology-Enabled Services: A Numerical Taxonomy Based on Usage and Utility

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dc.contributor.authorLee, Min K.
dc.contributor.authorVerma, Rohit
dc.contributor.authorRoth, Aleda
dc.date.accessioned2022-06-14T13:57:44Z
dc.date.available2022-06-14T13:57:44Z
dc.date.issued2015-09-25
dc.description.abstractUse of technologies in service encounters can enhance service delivery and increase customer satisfaction in services. Our research develops a numerical taxonomy that provides a deeper understanding of usage and value of customer-facing technology-based innovations in the U.S. restaurant industry. In this study, utility is a proxy for intrinsic customer value. Usage was estimated by past visits to restaurants and utility was calculated by using a specific type of discrete choice experiment known as Best-Worst (or max-diff) experiment. We offer insights for service strategy technology choices and customer value in service delivery systems research and practice. Furthermore, we advance service science by discussing the inherent management pitfalls of failing to distinguish between technology usage and utility in services.en_US
dc.description.keywordstechnology-based innovationsen_US
dc.description.keywordsbest-worst experimenten_US
dc.description.keywordscluster analysisen_US
dc.description.keywordsnumerical taxonomyen_US
dc.description.keywordsrestaurant industryen_US
dc.identifier.citationLee, M. K., Verma, R., & Roth, A. (2015). Understanding Customer Value in Technology-Enabled Services: A Numerical Taxonomy Based on Usage and Utility. Service Science, 7(3), 149-248. https://doi.org/10.1287/serv.2015.0105en_US
dc.identifier.doi10.1287/serv.2015.0105
dc.identifier.urihttps://hdl.handle.net/2104/12064
dc.publisherINFORMSen_US
dc.titleUnderstanding Customer Value in Technology-Enabled Services: A Numerical Taxonomy Based on Usage and Utilityen_US
dc.typeArticleen_US

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