Optimal strategy of Service Recovery for On-line Shops:Based on Infinitely Repeated Game
(0) Service optimization in e-commerce is an important research field of service science.In which,service failures are unavoidable for on-line shops because of their particularities.Certain deals being applied to win the customers satisfactory when service failures happen can benefit on-linc shops to be more competitive.In order to explore the optimal service recovery strategies of online shops,models of single-stage game,two-stage game and infinitely repeated game are used in this paper.Theoretical results show that service recovery is not the best choice for any online shops in one-term transaction,while the optimum compensatian coefficient of these shops is proportionul to the value of goods sold and the discount factor,and inversely proportional to their probability having no failures and their expected disutility to customers,in repeated transaction.These results are in good agreement with tbe real fife.
servlce recovery infinitely repeatead gameg on-line shopping
Yong Fang
School of Management,Chongqing Jiaotong University,Chongqing,400074,PRC
国际会议
昆明、丽江
英文
672-676
2011-04-15（万方平台首次上网日期，不代表论文的发表时间）