Using supplementary reviews to improve customer requirement identification and product design development  

作　　者：Min Zhang Lin Sun Yuzhuo Li G.Alan Wang Zhen He 

机构地区：[1]College of Management and Economics,Tianjin University,Tianjin,300072,China [2]Department of Business Information Technology,Virginia Tech,VA,24061,USA

出　　处：《Journal of Management Science and Engineering》2023年第4期584-597,共14页管理科学学报（英文版）

基　　金：the National Natural Science Foundation of China(grant numbers 72171166,72032005 and 72261147706)。

摘　　要：A clear understanding of customer needs is key to the success of new product development and customer-centric product design.Online reviews,particularly initial reviews,are commonly used as effective sources for mining customer requirements.Although customers may post truer and more objective supplementary reviews after a period of product use,such reviews are often overlooked when identifying customer requirements for product design improvement.In this study,we proposed a framework for identifying customer requirements by combining initial and supplementary reviews based on text mining.We categorized the identified customer needs into five product attribute categories using the Kano model.Two case studies were conducted in the laptop and cell phone industries to demonstrate the effectiveness of our method.Thus,dynamic customer requirements and satisfaction can be accurately mined and captured when considering supplementary reviews.In practice,the appropriate use of supplementary reviews may provide valuable guidance for product design and development strategies.

关 键 词：Supplementary reviews Customer requirements Product designs Kano model Dynamic customer satisfaction 

分 类 号：TB472[一般工业技术—工业设计] F713.55[经济管理—市场营销]