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。     

面向电动汽车租赁的多目标服务组合优化设计

电动汽车租赁行业迅速发展。为满足消费者和企业的综合需求,研究了面向电动汽车租赁的多目标服务组合优化设计方法。借助模糊理论确定各服务项权重,引入失望理论描述顾客的欣喜与失望感知以计算感知绩效,建立方案成本、相容度、市场竞争指数的计算方法,最终提出顾客感知绩效最大、成本最低、方案相容最优、市场竞争力最大的电动汽车租赁多目标服务组合优化设计模型。通过一种面向多阶段的多目标权重确定法对不同阶段的多目标决策设定权重。最后,通过实际项目案例对模型进行有效性验证,针对推广市场的不同阶段分别制定服务组合套餐,目标优化结果显著,为电动汽车租赁企业在服务设计方面提供了科学有效的决策方法。     

服务型制造模式下的顾客价值传递机制研究

研究了顾客参与对制造企业的顾客价值传递过程的影响机理,构建出顾客参与同企业服务能力、顾客感知价值与顾客满意等因素间相关关系的理论模型.以文体用品业为调研对象,在高校学生中收集调查问卷,采用结构方程模型分析方法,对实证数据进行统计分析.结果表明顾客参与对服务能力会产生正向影响,服务能力对感知价值和顾客满意具有正向影响,而...     

Applied Artificial Intelligence and user satisfaction: Smartwatch usage for healthcare in Bangladesh during COVID-19

The evolution of Artificial Intelligence (AI) has revolutionized many aspects of human life, including healthcare. Amidst the Covid-19 pandemic, AI-enabled smartwatches are being used to help users to self-monitor and self-manage their health. Using a framework based on Stimulus-Organism-Response (S–O-R) theory, this present study aimed to explore the use of AI-enabled smartwatches for health purposes, in particular the effects of product quality, service quality, perceived convenience, and perceived ease of use on user experience, trust and user satisfaction. Based on a purposive survey sample of 486 smartphone users in Bangladesh, data collected was analyzed using SPSS software for elementary analyses and PLS-SEM for hypotheses testing. The findings showed that the predictors, namely product quality, service quality, perceived convenience, and perceived ease of use, significantly affected user experience and trust. Similarly, user experience and trust were influential on user satisfaction and played partial mediating roles between predictors and user satisfaction. Besides, gender and age moderate the relationships of experience and trust with customer satisfaction. These findings support the S–O-R theoretical framework and have practical implications for brand and marketing managers of smartwatches in developing product features and understanding users' attitudes and behaviours.     

How does manufacturing service perceived value influence customer satisfaction? An investigation of global semiconductor industry

Customer satisfaction is an important strategic performance which is influenced by service experience and perceived value. This study proposed a model to postulate, and statistically test, the relationship between value drivers and customers’ perceived value of semiconductor manufacturing services, and the impact of perceived value on customer satisfaction. The research results showed that perceived value and value drivers are significantly different among services. Line services have a more significant influence on customer satisfaction than support services. Customer firm type and geographical location have a significant influence on value perception and preference, and on the relationship between service value and customer satisfaction. This study suggests that semiconductor manufacturing service providers should deliver right value proposition to enhance satisfaction for different customer firm types in varying regions, and design customised service portfolios with various value foci to differentiate them and gain a competitive advantage.     

电子产品市场客户忠诚关系维持的因素研究

采用结构方程模型(SEM)分析方法对影响工业品市场客户忠诚关系维持的因素进行了研究。调查了我国珠三角地区的电子产品制造企业,并运用SPSS16.0和AMOS17.0软件对数据进行分析。结果表明顾客信任对工业品客户忠诚关系维持的作用最大,它不仅对客户忠诚关系的维持有直接作用,还通过顾客感知价值对客户忠诚关系的维持起到间接作用,顾客感知价值和转换成本对工业品客户忠诚关系的维持也有显著作用。     

The Virtual Integrated Design Method

Quality function deployment proposes to take into account the “voice of the customer,” through a list of customer needs, which are (qualitatively) mapped to technical requirements in House One. But customers do not perceive products in this space and do not make purchase decisions in this space. Marketing specialists use statistical models to map between a simpler space of customer perceptions and the long and detailed list of needs. For automobiles, for example, the main axes in perceptual space might be categories such as luxury, performance, sport, and utility. A product's position on these few axes determines the detailed customer requirements consistent with the automobile's position such as interior volume, gauges and accessories, seating type, fuel economy, door height, horsepower, interior noise level, seating capacity, paint colors, trim, and so forth. Statistical models such as factor analysis and principal components analysis are used to describe the mapping between these spaces, which we call House Zero. Furthermore, utility functions used to determine market share are auxiliary functions that are often based in perceptual space. Conjoint analysis is often used to capture the product preference and potential market share. This research draws from the formal mapping concepts developed by Nam Suh and the qualitative maps of quality function deployment, to present unified information and mapping paradigm for concurrent product/process design. We call this approach the virtual integrated design method that is tested upon data from a business design problem.     

Switching intention in the online crowdsourced delivery environment: The influence of a platform's technological characteristics and relational bonding strategies

This paper aimed to investigate the effect of the technological characteristics and relational bonding strategies of crowdsourced delivery (CD) service platforms on customers' switching intention. It was proposed that this effect was mediated by perceived value and switching cost. Five hundred survey responses were collected using a stratified random sampling strategy to represent Singapore's population. The collected data were analysed using structural equation modelling, which revealed that technological characteristics (i.e. ease of use, breadth of use and switching experience) influence the perceived switching cost. In addition, relational bonds (i.e. structural, financial and social bonds) influence perceived value. Furthermore, perceived value and switching cost influence switching intention. The combination of perceived value, switching cost and social exchange theory carries cogent explanatory power regarding users' switching intention in the CD industry (R² = 81%). The findings also provide managerial implications for CD companies to formulate appropriate strategies to build customer loyalty in light of increasing competition.     

Customer engagement behaviour on social commerce platforms: An empirical study

Web 2.0 applications and social media have transformed e-commerce into a new business paradigm, which is called social commerce. This development has changed the customers’ role and has empowered them by placing them in a unique position for influencing other buyers and providing guidance in purchasing decisions. Although a substantial amount of research has been conducted on customer behaviour, the understanding of the factors that influence customer engagement behaviour is limited, particularly in the social commerce context. This limitation is due to a lack of theoretical models for explaining such behaviour. In this study, the important factors that drive customer engagement on social commerce platforms are extracted from the literature. Drawing from social support theory, social presence theory, uses and gratifications theory, and the information system success model, we propose a new model for social commerce customer engagement. A survey-based empirical study with 203 respondents was conducted. The results demonstrated that customer engagement behaviour is strongly determined by social interaction, technological factors (interactivity and system quality), and motivational factors (hedonic and utilitarian motivations and perceived value). Among these factors, perceived value and social interaction had the most significant impacts on customer engagement behaviour on social commerce platforms. The theoretical and practical implications of the findings are discussed.     

A framework for affective customer needs in product design

A systematic framework is proposed to conceptualize customer needs in product design. Customer needs were derived for current and future electronic devices in automobiles. Subjects rated their preferences for 15 product attributes on 10-point semantic differential scales. Using factor analysis, three generic factors were extracted, namely holistic attributes, styling and functional design. Depending upon the familiarity of the device, there were clear differences among potential customers. Unknown devices such as a navigation map were assessed first hand by using holistic attributes. Familiar designs such as car radio and cell phone were assessed using styling and functionality attributes. Customer reactions and preferences may be caused by product design parameters that operate either through their perceptual attributes or from the experience they acquire in using the artifacts or interfaces. There are both functional and affective needs. Functional (or cognitive) customer needs can be derived top-down, using product design features. Affective customer needs are difficult to derive top-down—typically they are evaluated by looking at several design propositions.     

基于耦合特性分析的安保机器人造型设计研究

目的为进一步解决用户感性意象与造型设计要素的耦合问题,完善安保机器人造型设计方法。方法采用语义差分法获取安保机器人典型用户感性意象词汇;运用形态分析法分析安保机器人设计样本,得到关键造型设计要素及类目;通过层次分析法计算各用户感性意象词汇的权重和针对各感性意象词汇造型设计及类目的权重并排序,为安保机器人造型设计创新提供决策;最终,完成解耦并提出创新设计方案集,运用模糊综合评价法得出最优设计方案。结论以社区小型安保机器人造型设计为例,验证基于耦合特性分析的安保机器人造型研究流程的可行性,运用层次分析法分析造型设计的耦合特性,有助于增强安保机器人设计过程的科学性,为同类产品创新设计提供参考。     

Value-added path of service-oriented manufacturing based on structural equation model: the case of electric car rental for instance

Electric cars foreshadow the future direction of the automotive industry owing to its great potential for environment protection. Electric car rental may be an effective mode to popularise the electric car, before the cost of the electric car can be reduced substantially. To provide the electric car rental service well, the company must understand how consumers value renting an electric car and what they consider to be value-added, which is the main objective of the research. First, the concepts of customer participation (CP), service quality (SERVQUAL) and customer value (CV) are identified. Then, the value-added path structural equation is constructed by exploratory factor analysis and confirmatory factor analysis. Use path coefficient and standard factor loading to identify the value-added paths and key factors in the electric car rental. The results show that CP will improve customer satisfaction and the post-purchase intentions, through the improvements of SERVQUAL and CV and thus realising the added value of the path.     

产品伤害中网络与企业响应对购买意愿的影响

通过构建理论模型,采取现场实验的方法,实证分析了产品伤害危机中网络与企业响应对顾客感知风险及购买意愿的影响.回归分析表明,网络响应方式对顾客感知风险具有显著影响,正面的网络响应对于顾客感知风险的缓解要优于负面的网络响应;方差分析表明,企业响应在网络响应与顾客感知风险间具有显著的调节作用,面对正面网络响应,企业积极响应和...     

The variation management framework (VMF): A unifying graphical representation of robust design

In this article a framework for robust design and variation management is proposed by combining central models to Robust Design, namely, the Quality Loss Function, the Transfer Function, and the Domains of Axiomatic Design. The Variation Management Framework (VMF) shows how variation can be mapped from production variation right through to the quality loss perceived by the customer for a single characteristic chain. Seven levers which can be activated to increase product quality are described and positioned on the VMF and variation metrics are proposed.     

Refocusing Our Efforts: Assessing Non‐Technical Competency Gaps

This study reports the findings of a National Science Foundation‐funded study* focused on providing solutions to the identified needs for curricular change in Advanced Technological Education programs. The purpose of this study was to explore the extent of competency gaps in science, mathematics, engineering, and technology (SMET) education graduates as perceived by business and industry leaders. Due to the nature of the research questions investigated in this study, the methodology was divided into three phases. Phase one employed a widely accepted multi‐step, scale development procedure to determine the domain of the subject matter. Phase two validated survey items. Phase three comprised two parts; part one prioritized SMET competency gaps. Part two utilized Hoshin quality analysis techniques to group, identify, and sequence thematic content areas for curricular development. This study found that SMET programs must extend the boundaries of their traditional curricula to include competencies such as: customer expectations and satisfaction, commitment to doing one's best, listening skills, sharing information and cooperating with co‐workers, team working skills, adapting to changing work environments, customer orientation and focus, and ethical decision making and behavior.     

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.     

Determinants of consumers’ continuance intention to use social recommender systems: A self-regulation perspective

Social recommender systems have transformed how consumers seek product- or service-related information. Based on Bagozzi's self-regulation framework, this study examines the determinants of consumers' continuance intention to use social recommender systems. We found that appraisal factors (perceived information quality and perceived system quality) are strong predictors of emotional reaction (recommendation satisfaction and trust in recommendation). Particularly, perceived information quality has a significant effect on both recommendation satisfaction and trust in recommendation. However, the positive effect of perceived system quality is only on recommendation satisfaction. Both recommendation satisfaction and trust in recommendation positively affect consumers' continuance intention to use social recommender systems.     

Measuring perceived video quality of MPEG enhancement by people with impaired vision

We used a new method to measure the perceived quality of contrast-enhanced motion video. Patients with impaired vision (n=24) and normally sighted subjects (n=6) adjusted the level of MPEG-based enhancement of 8 videos (4 min each) drawn from 4 categories. They selected the level of enhancement that provided the preferred view of the videos, using a decreasing-step-size staircase procedure. Most patients made consistent selections of the preferred level of enhancement, indicating an appreciation of and a perceived benefit from the MPEG-based enhancement. The selections varied between patients and were correlated with letter contrast sensitivity, but the selections were not affected by training, experience, or video category. We measured just noticeable differences directly for videos and mapped the image manipulation (enhancement in our case) onto an approximately linear perceptual space. These tools and approaches will be of value in other evaluations of the image quality of motion video manipulations.     

博物馆文化创意产品感知价值与消费意向研究

目的分析博物馆文化创意产品感知价值对用户满意度及购买意向的影响。方法基于理性行为理论与满意度理论,提出博物馆文化创意产品购买意向影响因子模型与假设,通过问卷调查法收集博物馆文化创意产品消费者感知价值数据,经SPSS多元层次回归模型,对假设模型进行实证分析。结果得出消费者购买行为意向主要受到用户满意度与感知购买成本的影响,而满意度则主要受到感知文化性的影响。结论在博物馆文化创意产品开发过程中,设计师可以通过提高新产品文化创意元素的表现力,来提高消费者满意度,进而间接影响消费者的消费意向;通过丰富产品分级价格,改善消费者对文创产品购买成本价值感知,进而提高博物馆文化创意产品对消费群体的价格应变能力,影响消费者的消费意向,最终改善博物馆文化创意产品的销售现状。     

基于造型美学的牙科椅意象造型设计

目的提升牙科椅的情感价值,满足患者以及医护人员的感性诉求,提出基于造型美学的牙科椅意象造型设计方法。方法通过李克特量表对具有代表性的感性意象词汇对进行量化处理,采用形态分析法提取牙科椅的造型设计要素,并将提取的造型设计要素分解为造型设计类目,结合SPSS软件,运用多元线性回归方法建立感性语义与造型设计类目的关联;分析整理得出造型设计类目得分,得分值的大小体现了造型设计要素对感性语义的贡献程度;在此基础上,运用造型美学设计的加法和减法对感性语义贡献最大的设计要素类目进一步分析研究,得出满足用户感性需求的牙科椅造型设计关键点。结论这些优化点有助于牙科椅造型的精准化设计,也为后续牙科椅造型设计系统的建立提供理论依据。