A Customer-Centric Trust Evaluation Model for Personalized Service Selection

Zhang, Junwei; Li, Deyu; Fan, Xiao Xu

doi:10.1155/2018/4819195

Cited by 3 publications

(3 citation statements)

References 40 publications

(61 reference statements)

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“…Intimacy is defined as the perceived psychological closeness that customers hold towards the service (Lee et al, 2012). Organizations should establish intimate relations with their customers by caring for their needs and expectations (Zhang et al, 2018). It is also to be noted that service providers work on creating such an intimate (close) relationships with customers and maintain them as they realize the importance of those connections.…”

Section: Intimacy and Trustmentioning

confidence: 99%

“…According to Liang et al (2009), intimacy with clients can be summarised in five stages, namely consideration, communication, commitment, conflict resolution, and relief. Both companies and clients are seeking intimate relationships (Zhang, 2018) where long-term feelings develop into a long-lasting emotional bond. Intimacy is also relatively similar to empathy being one of the dimensions of service quality.…”

Section: Intimacy and Trustmentioning

confidence: 99%

See 1 more Smart Citation

The Scope of an Integrated Analysis of Trust Switching Barriers, Customer Satisfaction and Loyalty

Alkhurshan¹,

Rjoub²

2020

JOC

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This study investigated the impact of service quality, intimacy, trust, and playfulness on customer loyalty. The integrated variables were investigated alongside their effect on customer loyalty. Variance-based structural equation modeling with PLS (PLS-SEM) was selected to assess the proposed hypotheses, with the analysis sample of the study including 627 questionnaires distributed to the sampled subjects. The positive effect of service quality, playfulness, intimacy, trust, and satisfaction was found, and a statistically significant impact was shown of switching barriers and trust on customer loyalty. Contrastingly, the results found no significant effect of customer satisfaction on customer loyalty. Our study offers a deeper understanding of some of the most important factors concerning customer satisfaction and loyalty and the effect of these factors on increasing market share and competitive advantage. The research goal of this paper is to examine the impact of service quality on business competitiveness. Enterprises need to understand what service quality is and how it will help provide a great competitive advantage, e.g. how service quality models could allow managers to identify where problems with quality lie. This will help managers determine where to improve the efficiency and profitability of the overall performance of the enterprise. For service industries, service quality increases competitive advantage and long-term profitability. Service quality will help organizations compete efficiently and differentiate themselves from other enterprises striving to achieve the same goals. For this and other reasons, service quality should be seen as critically important for businesses.

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Section: Intimacy and Trustmentioning

confidence: 99%

Section: Intimacy and Trustmentioning

confidence: 99%

The Scope of an Integrated Analysis of Trust Switching Barriers, Customer Satisfaction and Loyalty

Alkhurshan¹,

Rjoub²

2020

JOC

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“…Because trust can only exist in a risky and uncertain environment, where certain parts of the application are not within our control, trust is inherently uncertain. Our previous work defined trust in Web services using a mathematical model based on fuzzy theory and probability theory, and presented a customer-centric trust evaluation model for personalized service selection [ 35 ]. However, our previous work did not consider bootstrapping trust for the newcomer services and deriving trust for the composite services, which are two key issues in Web service trust architectures.…”

Section: Introductionmentioning

confidence: 99%

A Comprehensive and Unified Approach to Web Service Trust Evaluation Based on Uncertainty Methodology

Zhang

2022

Entropy

Self Cite

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Web services have the advantage of being able to generate new value-added services based on existing services. To effectively compose Web services, the composition process necessitates that the services that will participate in a given composite service are more trustworthy than those that provide similar functionality. The trust mechanism appears to be a promising way for determining service selection and composition. Existing trust evaluation approaches do not take into account customer expectations. Based on fuzzy set theory and probability theory, this work proposes a unique Web service trust evaluation approach that is notable for its ability to provide personalized service selection based on customer expectations and preferences. The proposed approach defines trust as a fuzzy notion that is related to prior experiences and ratings, and expresses trust in two different forms. This work mainly solves two key issues in Web service trust architectures, bootstrapping trust for the newcomer services and deriving trust for composite services. The proposed approach combines the solutions to numerous issues in a natural way. The case study and approaches comparison demonstrate that the proposed approach is feasible.

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User Reputation Calculation for Service Oriented Environments

Sen

Prasad

2021

IJITEE

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All the cloud based applications work on serviceoriented architectures and collaborate with multiple components from other services to execute discreet application logic. In this environment there are a lot of Web services facilitated to the customer to make the systems. As the potential of the same Web service will change with respect to users' needs. On an average a user will be heavily relied on tools to aid their activities on the internet vice versa the Service provider are also dependent on the users profile and what services are being used in the system. A User Reputation model offers a solution to the Service providers in supporting their service decision based on the User Profile. This model takes usage ratings as data and produces a personalised score. We suggest a new Cumulative separation on the basis of Tags and popularity estimation method and showcase its enhanced filtration ability.

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A Customer-Centric Trust Evaluation Model for Personalized Service Selection

Cited by 3 publications

References 40 publications

The Scope of an Integrated Analysis of Trust Switching Barriers, Customer Satisfaction and Loyalty

The Scope of an Integrated Analysis of Trust Switching Barriers, Customer Satisfaction and Loyalty

A Comprehensive and Unified Approach to Web Service Trust Evaluation Based on Uncertainty Methodology

User Reputation Calculation for Service Oriented Environments

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