在线评论驱动的服务设计 Kano-QFD 方法

IF 4.6 3区管理学 Q1 BUSINESS

IEEE Transactions on Engineering Management Pub Date : 2024-04-11 DOI:10.1109/TEM.2024.3387579

Chen Chen;Chenxi Zhang;Zeshui Xu

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引用次数: 0

摘要

随着客户需求的不断变化，服务质量对服务提供商来说变得越来越重要。为此，服务提供商更加注重服务设计和了解客户需求（CRs），以获得竞争优势。作为研究顾客需求特点的一种方法，卡诺模型通常与质量功能展开（QFD）相结合，分析顾客需求并将其转化为设计要求（DR）。然而，以往的研究忽略了服务提供商的财务状况，而这对于服务设计也是至关重要的。为了提出一种适用于各种服务行业的服务设计方法，本文提出了一种在线评论驱动的服务设计 Kano-QFD方法。首先，从在线评论中提取 CR。其次，在考虑服务提供商财务状况的同时，采用 Kano 模型对 CR 进行分类并确定其重要性。然后，使用 QFD 模型将 CR 转换为 DR，并根据 DR 的重要性及其与 CR 的相关性构建优化模型。此外，还通过案例研究证明了所提方法在酒店服务业设计中的有效性。最后，通过与以往方法的比较，说明了所提方法在服务设计中的有效性。

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Online Reviews-Driven Kano-QFD Method for Service Design

As customer demands continue to evolve, service quality has become increasingly important for service providers. In response, service providers have become more focused on service design and understanding customer requirements (CRs) to gain a competitive advantage. As a method to investigate the characteristics of CRs, the Kano model is often combined with quality function deployment (QFD) to analyze the CRs and translate them into design requirements (DRs). However, previous studies have overlooked the financial status of service providers, which is also essential for service design. To propose a service design method that can be applied to various service industries, this article proposes an online reviews-driven Kano-QFD method for service design. First, CRs are extracted from online reviews. Second, the Kano model is employed to classify CRs and determine their importance, while considering the financial statuses of the service providers. The QFD model is then used to convert CRs into DRs and an optimization model is constructed based on the importance of DRs, and their correlation with CRs. Moreover, a case study is presented to demonstrate the effectiveness of the proposed method in designing hotel services. Finally, the validity of the proposed method for service design is illustrated by comparing it with previous methods.

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来源期刊

IEEE Transactions on Engineering Management 管理科学-工程：工业

CiteScore

10.30

自引率

19.00%

发文量

604

审稿时长

5.3 months

期刊介绍： Management of technical functions such as research, development, and engineering in industry, government, university, and other settings. Emphasis is on studies carried on within an organization to help in decision making or policy formation for RD&E.