Title :
Flexible service analysis based on the “Prisoner´s Dilemma of service”
Author :
Zhou, Jian ; Wang, Jiangbo ; Liang, Rongshan ; Zhang, Yanfu
Author_Institution :
Sch. of Bus. Adm., North China Electr. Power Univ., Beijing, China
Abstract :
Service can enhance the competitive edge of enterprises, but it also consumes resources. Overly concerned with the service, companies are likely to fall into the "prisoner\´s dilemma of service", thereby it will finally reduce social welfare. Based on the unlimited service problem companies encountered in service management, this paper builds a model called prisoner\´s dilemma of service, analyzes the flexible service mode based on the model, and eventually does some studies on how to realize the value of the flexible service.
Keywords :
customer services; game theory; flexible service analysis; game theory; prisoner dilemma; service management; social welfare; Companies; Costs; Electronic mail; Resource management; Differentiation advantage; Flexible service offerings; Prisoner´s Dilemma; Service efficiency;
Conference_Titel :
Service Systems and Service Management, 2009. ICSSSM '09. 6th International Conference on
Conference_Location :
Xiamen
Print_ISBN :
978-1-4244-3661-3
Electronic_ISBN :
978-1-4244-3662-0
DOI :
10.1109/ICSSSM.2009.5174922
