客户服务价值感知偏好的智能获取研究  

Research on Intelligently Acquiring Customer Preferences of Service Value Perception

作　　者：刘平峰[1] 章佩璐[1] 聂规划[1] 

机构地区：[1]武汉理工大学经济学院,武汉430070

出　　处：《武汉理工大学学报》2010年第13期147-151,共5页Journal of Wuhan University of Technology

基　　金：国家自然科学基金(70972094);教育部人文社科项目(09YJA630124)

摘　　要：对国内外服务理论、客户感知价值和客户偏好获取技术进行了综述,分析了目前客户服务价值感知偏好获取方法上的不足,针对该不足,提出了客户服务价值感知偏好智能获取理论方法的研究框架,并对其中的关键问题与技术进行了探讨,目标是探索从客户服务交互信息等数据源智能、大规模、实时获取客户个性化的服务价值感知偏好的理论、方法和技术,为服务业实施大规模定制营销策略提供优化服务属性和价值主张的依据。We review the research on service theory,customer perceived value and customer preference mining techniques in this paper.We also analyze the shortcomings of current methods in acquiring preferences of customer service value perception.To overcome those shortcomings,we propose a research framework for the theory and methodology of acquiring preferences of customer service value perception intelligently,timely and on a large scale.We also discuss the key problems which need to be solved.The research framework will guide our research work in the future to explore the theory,methodology and technology of acquiring personalized preferences of customer service value perception intelligently,timely and on a large scale from large amount of customer service interaction information.They can be exploited to adjust value attributes and value propositions accordingly to implement large-scaled customized service marketing in service industry.

关 键 词：服务本质 客户感知价值 客户偏好 智能获取 

分 类 号：C391[社会学]