基于汽车售后服务本体模型的汽车服务案例式推理研究

将本体论理论方法应用于汽车售后服务领域,利用本体论构造客户驾驶行为本体、驾驶环境本体和汽车领域本体,并结合这三个本体之间的关联,构建汽车售后服务本体模型,从而厘清了影响汽车售后服务诸因素的内在关联.根据汽车售后服务本体模型提出驾驶行为相似度和驾驶环境相似度的度量方法,基于驾驶行为相似度、道路环境相似度和气候环境相似度,提出了案例相似度的计算方法.     

基于模糊聚类分析的电力客户信用评价算法

通过对模糊聚类算法的分析,针对电力客户信用分类的特征,提出了基于模糊聚类分析的电力客户信用评价算法。得到了不同客户群的聚类中心以及客户的隶属度矩阵,为客户群的特征分析提供了量化依据。试验对比结果表明,本文方法得到了满意的客户聚类及分类结果。     

基于纹理相似度的颜色迁移

提出一种以纹理相似度为依据的颜色迁移算法。通过提取图像的多维纹理特征进行主成分分析和线性判别分析,构建纹理特征空间,以度量像素点邻域的纹理相似度,并以纹理相似度为依据,对图像进行分割,在分割后的局部区域,建立纹理相似度与色度信息的映射关系,实现颜色迁移。实验结果表明,基于纹理相似度的颜色迁移,可解决颜色在边界处的误扩散问题,颜色迁移效果较好。     

利用序列模型实现基于影片简介的相似影片推荐

相似性推荐是一种根据影片特征进行相似影片匹配的算法,不同于协同过滤推荐算法需要使用大量的用户行为数据,相似性推荐算法致力于影片本身的特征信息.本文涉及实验旨在实现一种能够应用于缺少用户行为数据场景下的影片推荐算法.文章基于序列模型和相似性计算方法,使用影片简介作为影片推荐的主要素材,搭建了一套在缺少用户订购历史数据的应...     

年轻消费者对轿车造型风格的认知研究

目的探索消费者对轿车造型风格及设计构成的认知特性。方法进行聚类分析,选取代表性造型。进行多维尺度分析,得到消费者的知觉图。进行多维偏好分析,发现意象空间中的造型风格与设计特征分布规律。结论消费者依照造型相似程度将车款分为不同类别;车款造型有规律地分布在以造型风格与设计特征为主线的二维空间中。在多维意象空间中,依据车款在意象维度上的投影值,找到体现消费者特定意象的设计构成与造型风格;对于有助于激发购买行为的"喜欢的"意象,表现为前脸造型明显分割,在Y0轮廓线构成上各段之间顺畅连接、发动机罩与前脸弧曲过渡。     

基于有向相似性联想的产品创新设计思维方法

提出发散与收敛交替的创新设计思维模型,分析基于实例的推理、遗传算法的不足并指出其深层原因是它们只能实现创新思维模型中的单一阶段.然后提出一种有向相似性联想模拟算法以实现部件间的产品需求相似度计算,应用有向相似性计算与遗传算法形成一个完整的创新思维模型,并进行了实例分析.     

年轻消费者对轿车前视造型相似性的认知研究

目的 探索年轻消费者群体对轿车前视造型相似性的认知特性。方法 依据排量和品牌筛选出的轿车前视造型,进行相似性判断消费者调研,进行聚类分析和多维尺度分析。进一步对获得的分类结果和消费者知觉图进行定性分析。结论 在消费者认知空间中,76款轿车前视造型的分布与设计特征变化存在着明确的规律。这些规律反映在知觉图的横向与纵向维度上以及各个象限中,体现为整体造型风格和局部设计特征两个层面,此外,多数分类中轿车前视造型具有各自的共同设计特征。     

产品形态相似度评价方法研究

目的 针对目前产品形态相似度判定方法中评判者个人主观意见占主导地位这一弊端,构建一套客观的产品形态相似度评价模型。方法 将产品各形态要素的形状、大小、位置、角度等作为相似度评判依据,结合产品各形态要素在整体形态中的权重,综合计算用向量空间模型表示的对比产品形态的整体相似度。结论 以微波炉产品为例,运用该相似度模型计算其相似度值,并结合专家评价法,验证该模型的科学性与可靠性。     

基于功能相似矩阵的专利产品创新设计研究

目的研究专利文本信息获取产品特征,针对现有的专利群产品之间的相似性,建立一种新的产品创新设计模型。方法建立结构到功能的模型并将功能分为产品功能,外界功能和辅助功能三类;分析产品的功能模型,构建了两个相关联的专利产品的功能相似矩阵,通过判断其功能间的相似度去选择合适的创新原则。本文提出通过采用功能相似变换或功能替代的创新原则,获得最终的产品新方案。结果将其运用到酒类包装盒的创新设计中,构建两个相关联的酒类包装盒的功能相似矩阵,通过判断各功能之间的相似度并选择相应的创新原则设计了一种新型的酒类包装盒。结论通过对酒类包装盒的创新设计有效的验证了本文方法的有效性。     

冲裁件几何形状特征识别

在冲裁件的几何形状识别中,基于二维几何图形特点提出了外轮廓特征、内部图形布置特征、外轮廓特征矢量和内部图形距离。通过几何外部相似性与内部相似性,给出了外轮廓相似度计算与内部图形布置相似度计算方法。并根据外轮廓特征矢量的匹配,设计了二维图形的几何形状识别算法,利用实例验证了几何形状识别算法的可行性和有效性。     

名牌产品顾客满意度测评体系研究

本文在研究国内外典型顾客满意度测评模型的基础上,分析了名牌产品满意度测评与行业、企业满意度测评的不同,提出了面向名牌产品的顾客满意度测评模型和体系。数据分析表明,该测评体系能够反映顾客的意愿。本文提出的名牌产品顾客满意度测评体系对企业提高满意度和增强竞争力具有参考价值。     

基于客户感知价值的客户细分研究

基于客户感知价值进行了客户细分的理论和实证研究,以物流公共信息平台为例提出依据客户感知价值进行客户细分的一般流程：首先利用文献查阅与问卷调查方法确定客户感知价值的驱动因素,接着利用因子分析法对驱动因素变量降维处理,然后利用聚类方法识别客户,再利用决策树方法寻找客户分类规则并分析各类客户特征。最后依据客户特征将物流公共信息平台的客户分为4类：高价值需求客户、中等价值需求客户、低价值需求客户与高性能需求客户,研究结果可以为不同企业实施客户细分提供借鉴和参考。     

基于顾客行为层次的价值分析与管理策略

目前从顾客行为角度强化顾客价值分析与管理,已成为现代企业赢得未来竞争的关键.本文深刻剖析了顾客价值的基本内涵,构建了顾客行为层次分析模型,并以此为基础,研究了基于不同类型顾客的价值管理策略.研究表明：本文所提出的理论分析模型与方法,可以有效探究各类顾客的顾客满意度、忠诚度和顾客价值之间的内在规律,对提高企业顾客价值分析和管理的科学化水平具有很强的现实意义.     

Operational tactics and tenets of a new manufacturing paradigm ‘instant customerisation’

An increasing trend towards a new manufacturing paradigm of ‘instant customerisation’ is occurring due to customers demanding their orders for customised products or services be fulfilled under zero customer lead time and at a price near the price of mass production. By means of the manufacturing paradigm innovation model (MPIM), the operational tactics, operational tenets, and an operational framework of instant customerisation are elicited and described. An important new tactic within all the operational tactics is finalise-to-individual demand forecasting, meaning end products are finalised according to the forecasting of individual customer's needs. The knowledge and information, which is the primary input of individual demand forecasting, is gleaned and understood by total customer participation and value fusion. Total customer participation and value fusion are developed through customer participation and customer relationship management, which have critical distinctions. The operational framework, which is termed manufacturing paradigm tree of instant customerisation, can characterise the operational tenets, the relationships between different operational tactics and the objectives, and the relationships among different operational tactics. With the proposed framework, instant customerisation can be understood more effectively and holistically.     

建筑施工企业顾客满意度模型实证分析

根据建筑施工项目的特征提出一个简化的建筑施工企业顾客满意度理论模型.在收集建筑施工企业顾客样本数据的基础上,利用结构方程模型软件对理论模型作了检验.研究结果表明:顾客感知质量对顾客满意度、顾客感知价值对顾客忠诚度、顾客满意度对顾客抱怨具有显著性的影响;顾客期望对顾客抱怨、顾客满意度对顾客忠诚度有正面影响;顾客抱怨对顾客忠诚度有负面影响.研究结论具有较高的精度,模型对该建筑施工企业顾客满意度有较好的解释力.     

Customer Value Analysis in the Context of Internet Commerce of Industrial Robots

Internet commerce of industrial robots has the potential to provide higher value to customers in downstream industries.Aiming to transform the potential to a reality,customer values are systematically analyzed on basis of Value-Focused Thinking,which includes five aspects of identification,expression,organization,measurement and utilization.Nine types of heuristic questions are firstly used to identify customers ’ value statements.These statements are then transformed into a common expression.Then means-ends analysis and partwhole analysis are used to infer the relationships among statements,and result in a means-ends network and a hierarchical value tree for organizing them.To measure achievement of customer values,a decision model is used to identify and select the measurable attribute of each value statement,and a value model is then constructed from the set of measurable attributes.Finally,customer values are actively applied to support decision making of customer procurement,website design,creative or improved design of industrial robots.     

集成模糊Kano模型和余弦相似度的顾客需求满意度测评

目的 在企业发展过程中,对顾客需求的满意度测评有助于企业发现问题与不足,以便更好地满足顾客需求。为使顾客需求满意度的评价结果更加科学有效,提出一种集成模糊Kano模型和余弦相似度的顾客需求满意度测评方法。方法 通过前期问卷调研和深度访谈获得顾客需求要素作为满意度测评的对象,利用模糊Kano模型分析顾客对需求要素的满意程度值及其属性分类,采用余弦相似度计算各个需求要素的满意程度值与其最优值之间的相似度值,得到顾客需求满意度的权重值,通过顾客需求的属性调整系数对顾客需求满意度权重值进行调整,得到最终的顾客需求满意度测评值。结论 将模糊Kano模型与余弦相似度相结合对顾客需求的满意度进行测评研究,以某公司电动汽车充电设备的顾客需求满意度测评为例,并与现有的满意度计算方法进行对比分析,验证了所提方法的可行性和有效性。     

Performance management using a value-based customer-centered model

Performance management (PM) and customer management were the subjects of researchers’ attentions for several decades. This research tries to align these two approaches to provide strategic decision-making. The proposed approach suggests an integration of customer relationship management system incorporating PM system considering maximisation of customer lifetime value (CLV) metric. For this, a model is being developed to align PM and customer management. For customer management, we cluster customers based on four dimensions which are product combination, activity level, retention rate and CLV. This combination of attributes has not been used before and can bring more useful information. For example, it can reveal which product combination can pinpoint profitable, loyal and active customers. This helps for the prevention of customer migration. However, the main novelty of this research is proposing the application of CLV as a financial metric in strategic PM in an integrative approach. The research model has been applied in an Iranian commercial retail bank. In the implementation, various techniques and mathematical models including genetic K-means, analytic hierarchical processes and data envelopment analysis have been used.     

A data-driven approach for the optimisation of product specifications

In order to develop the profit-maximising, market share-maximising or cost-minimising bundle of product engineering specifications with proper performance levels, an optimisation model driven by operating data is proposed. The operating data are input as the sources to conduct the optimisation and a data-based customer satisfaction function can be formed. Then, a customer choice model developed from the customer satisfaction is constructed to estimate the customer choice probability. The expected market share (EMS) then can be derived from the choice probability. After all, a multi-objective model is constructed to maximise the EMS and minimise the total engineering cost. The candidate Pareto-optimal solutions can be obtained by solving the optimisation model. Then a membership function is defined to select the optimal solution from the Pareto-optimal solutions. A case study for optimising the smartphone’s specifications is conducted to demonstrate the effectiveness of the newly developed approach. Compared with the commonly used Conjoint Analysis (CA) method in determining the most desired levels for product specifications, the proposed data-driven method can avoid the situation where the user’s preferences are irrational, making the proposed method be more practical in measuring customer preferences than the utility-based model.