| 基于多属性效用细分的定制化服务有效性研究 |
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| 引用本文： | 徐哲,刘沁波,高璇,赵懿清.基于多属性效用细分的定制化服务有效性研究[J].工业工程与管理,2008,13(5). |
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| 作者姓名： | 徐哲 刘沁波 高璇 赵懿清 |
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| 作者单位： | 北京航空航天大学,经济管理学院,北京,100083 |
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| 摘 要： | 以中国移动的"动感地带"移动通信服务产品为研究对象,运用组合分析法,测量了定制化服务属性及属性水平对样本顾客产生的效用;运用聚类分析法,基于测量的服务属性及属性水平效用,将样本顾客分成不同服务属性偏好的群体,由此区别提供相应的定制化服务方案;最后通过对不同定制化服务方案总体效用的评价及满意度变化的分析验证了其有效性.
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| 关 键 词： | 定制化服务 服务属性 效用细分 组合分析法 聚类分析法 |
Research on the Validity of Customization Service Based on Segmentation of Multi-service Attributes Utility |
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| XU Zhe,LIU Qin-bo,GAO Xuan,ZHAO Yi-qing.Research on the Validity of Customization Service Based on Segmentation of Multi-service Attributes Utility[J].Industrial Engineering and Management,2008,13(5). |
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| Authors: | XU Zhe LIU Qin-bo GAO Xuan ZHAO Yi-qing |
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| Affiliation: | XU Zhe,LIU Qin-bo,GAO Xuan,ZHAO Yi-qing(College of Economics & Management,Beijing University ofAeronautics & Astronautics,Beijing100083,China) |
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| Abstract: | This paper studies the validity of customization service and takes China Mobile's M-Zone product as a case.First,the utilities of multi-service attributes and attribute levels to customer samples are calculated with conjoint analysis method.Then,the customer samples are segmented into different attribute preference groups using cluster analysis method,at the same time,the corresponding customization service alternatives are offered.Finally,the total utilities of different customization servicealternatives a... |
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| Keywords: | customization service service attributes utility segmentation conjoint analysis method cluster analysis method |
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