基于模糊Kano模型的顾客服务需求分类方法  

Classification Method of Customer′s Service Requirement Based on Fuzzy Kano Model

作　　者：孟文[1] 韩玉启[1] 何林[2] 

机构地区：[1]南京理工大学经济管理学院,南京210094 [2]江苏科技大学经济管理学院,江苏镇江212003

出　　处：《技术经济》2014年第6期54-58,共5页Journal of Technology Economics

摘　　要：针对传统Kano模型不能有效反映顾客复杂多变的心理情况、难以实现其服务需求精细化分类的缺陷,构建了基于模糊Kano模型的顾客服务需求分类方法。基于模糊Kano模型的顾客服务需求分类过程包括顾客服务需求要素获取、服务需求分类、顾客细分和顾客预期效用模式提取等,并以徐工集团为例验证了该模型的可行性和有效性。According to the deficiency that traditional Kano model couldn＇t reflect customer＇s complex and flexible psychological factors effectively and are not used to classify customer＇s service requirements accurately, this paper proposes a classification method of customer＇s service requirements based on the fuzzy Kano model. The classification process of customer＇s service requirements includes the acquisition of customer＇s service requirements, the classification of customer＇s service requirements, customer segmentation and the extraction of customer＇s expected utility modes. Finally,lt tests the feasibility and validity of this model by taking Xuzhou Construction Machinery Group（XCMG） as the example.

关 键 词：顾客服务 服务需求 KANO模型 模糊理论 顾客满意 

分 类 号：F274[经济管理—企业管理]