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The Value to the Customer of RFID in Service Applications

机译：RFID在服务应用中对客户的价值

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摘要

This article examines how customer value may be affected by deploying radio frequency identification (RFID) technologies within service environments. Business articles promote operational cost savings and improved inventory management as key benefits of deploying RFID. In response, service firms are using RFID to reengineer service transactions and customer touchpoints. Customers may view these RFID applications to offer both benefits and drawbacks. This article demonstrates that individuals will recognize far more value from RFID service applications than just cost savings and inventory availability. The article analyzes qualitative survey responses on the value gained from RFID to identify a broad list of value objectives-benefits and drawbacks-associated with RFID service applications. The article contributes to academic literature by providing salient value dimensions for return on investment models of service RFID applications and for future empirical analyses of means-ends and value-profit chain models. Managers can use the list of dimensions to develop rich business cases for evaluating the benefits and costs from enhancing service operations with RFID. The identified drawbacks also provide managers with a resource for understanding potential risks of RFID applications.
机译：本文探讨了在服务环境中部署射频识别（RFID）技术如何影响客户价值。商业文章提倡节省运营成本和改善库存管理，这是部署RFID的主要优势。作为响应，服务公司正在使用RFID重新设计服务交易和客户接触点。客户可能会看到这些RFID应用程序既有利又有弊。本文证明，个人将认识到RFID服务应用程序带来的价值远不只是节省成本和库存可用性。本文分析了从RFID获得的价值的定性调查响应，以识别与RFID服务应用相关的广泛的价值目标，优点和缺点。本文为服务性RFID应用的投资回报模型提供了显着的价值维度，并为手段端和价值利润链模型的未来实证分析提供了重要的价值维度，从而为学术文献做出了贡献。管理人员可以使用维度列表来开发丰富的业务案例，以评估通过RFID增强服务运营所产生的收益和成本。识别出的缺点还为管理人员提供了一种了解RFID应用潜在风险的资源。

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