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Consumer preference and service quality management with RFID

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  • Wei Zhou
  • Selwyn Piramuthu

Abstract

The importance of accurately measuring consumer preference for service quality management to firms in exceedingly competitive environments where customers have an increasing array of access to information cannot be overstated. There has been a resurgence of interest in consumer preference measurement and service quality management, specifically real-time service management, as more data about customer behavior and means to process these data to generate actionable policies become available. Recent years have also witnessed the incorporation of Radio-Frequency Identification (RFID) tags in a wide variety of applications where item-level information can be beneficially leveraged to provide competitive advantage. We propose a knowledge-based framework for real-time service management incorporating RFID-generated item-level identification data. We consider the economic motivations for adopting RFID solutions for customer service management through analysis of service quality, response speed and service dependability. We conclude by providing managerial insights on when and where managers should consider RFID-generated identification information to improve their customer services. Copyright Springer Science+Business Media, LLC 2014

Suggested Citation

  • Wei Zhou & Selwyn Piramuthu, 2014. "Consumer preference and service quality management with RFID," Annals of Operations Research, Springer, vol. 216(1), pages 35-51, May.
    • Handle: RePEc:spr:annopr:v:216:y:2014:i:1:p:35-51:10.1007/s10479-012-1082-9
    DOI: 10.1007/s10479-012-1082-9
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    References listed on IDEAS

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    Cited by:

    1. Wei Zhou & Selwyn Piramuthu, 2017. "Identification shrinkage in inventory management: an RFID-based solution," Annals of Operations Research, Springer, vol. 258(2), pages 285-300, November.
    2. Tao, Feng & Wang, Liang & Fan, Tijun & Yu, Hao, 2022. "RFID adoption strategy in a retailer-dominant supply chain with competing suppliers," European Journal of Operational Research, Elsevier, vol. 302(1), pages 117-129.

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