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Author: search.filters.author.Chen, Mu-ChenSubject: search.filters.subject.Kansei engineering

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Now showing 1 - 6 of 6
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    Applying big data analytics to support Kansei engineering for hotel service development
    (2019-02-04)
    Chen, Mu-Chen
    ;
    Hsiao, Yu-Hsiang
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    Chang, Kuo-Chien
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    Lin, Ming-Ke
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    運輸與物流管理系 註：原交通所+運管所
    Purpose Leisure and tourism activities have proliferated and become important parts of modern life, and the hotel industry plays a necessary role in the supply for and demand from consumers. The purpose of this paper is to develop guidelines for hotel service development by applying a service development approach integrating Kansei engineering and text mining. Design/methodology/approach The online reviews represent the voice of customers regarding the products and services. Consumers' online comments might become a key factor for consumers choosing hotels when planning their tourism itinerary. With the framework of Kansei engineering, this paper adopts text mining to extract the sets of Kansei words and hotel service characteristics from the online contents as well as the relationships among Kansei words, service characteristics and these two sets. The relationships are generated by using link analysis, and then the guidelines for hotel service development are proposed based on the obtained relationships. Findings The results of the present research can provide the hotel industry a comprehensive understanding of hotels' customers opinions, and can offer specific advice on how to differentiate one's products and services from competitors' in order to improve customer satisfaction and increase hotels' performance in the end. Finally, this study finds out the service development guidelines to meet customers' requirements which can provide suggestions for hotel managers. The implications both for academic and industry are also drawn based on the obtained results. Originality/value Now, in the internet era, consumers can comment on their hotel living experience directly through the internet. The large amount of user-generated content (UGC) provided by consumers also provides chances for the hospitality industry to understand consumers' opinions through online review mining. The UGC with consumers' opinions to hotel services can be continuously collected and analyzed by hoteliers. Therefore, this paper demonstrates how to apply the hybrid approach integrating Kansei engineering and online review mining to hotel service development.
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    Kansei Engineering with Online Review Mining for Hotel Service Development
    (2017-01-01)
    Hsiao, Yu-Hsiang
    ;
    Chen, Mu-Chen
    ;
    Lin, Ming-Ke
    ;
    運輸與物流管理系 註：原交通所+運管所
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    Department of Transportation and Logistics Management
    In the Internet era, consumers can comment on their hotel living experience directly through the Internet. Thus, consumers' online comments might become a key factor for consumers choosing hotels when planning their tourism itinerary. The large amount of User-Generated Content (UGC) provided by the consumers has also provided chances for the hospitality industry to consumer behavior statistic inferences. This study applies Kansei engineering combined with text mining to develop guidelines for hotel services to help managers meet consumers' Kansei needs. Through understanding consumers' online comments by text mining, this study identifies the most important customer Kansei and hotel service characteristics, and then analyzes the relationships between them. The finds can provide suggestions for hotel service improvement and development.
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    Logistics service design for cross-border E-commerce using Kansei engineering with text-mining-based online content analysis
    (2017-07-01)
    Hsiao, Yu-Hsiang
    ;
    Chen, Mu-Chen
    ;
    Liao, Wei-Chien
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    運輸與物流管理系 註：原交通所+運管所
    ;
    Department of Transportation and Logistics Management
    With the rapid development of cross-border e-commerce, the demand for and importance of cross-border logistics service (CBLS) also increase. A satisfactory CBLS can help promote business activities in cross-border e-commerce. Because customers' logistical needs are increasingly complex and the logistics market is increasingly competitive, a CBLS provider has to be devoted to continually improving and differentiating services to maintain its competitive advantage. Kansei engineering (ICE) is an approach to design the elements which satisfy customers' affective and emotional perceptions into services and products. In this study, the ICE approach is applied to derive ideas for the development of CBLS. For this purpose, Partial Least Squares (PLS) is used to analyze the relationships between the feelings of customers and service elements of CBLS. Moreover, this study demonstrates the applications of text mining techniques to analyze the online contents regarding CBLS. Online content mining assists in identifying the service elements and Kansei words for CBLS. Importantly, the relationship between the feelings of customers and service elements of CBLS obtained by online content mining provides complementary results for CBLS design. Relevance to industry: this study offers an exemplification on applying the integration of Kansei engineering and online content analysis to obtain ideas for the process Kansei design in service industry. Our findings imply that in addition to conventional customer survey, user generated online content analysis should be effective way of catching customer-oriented design elements; they provide complementary effects for Kansei design. (C) 2016 Elsevier Ltd. All rights reserved.
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    Kansei Engineering with Online Content Mining for Cross-Border Logistics Service Design
    (2016)
    Hsiao, Hsiang
    ;
    Chen, Mu-Chen
    ;
    運輸與物流管理系 註：原交通所+運管所
    ;
    Department of Transportation and Logistics Management
    A satisfactory cross-border logistics service (CBLS) can help promote business activities in cross-border e-commerce. Kansei engineering (KE) is an approach to design the elements which satisfy customers\' affective and emotional perceptions into services and products. In this study, the KE approach is applied to derive ideas for the development of CBLS. For this purpose, Partial Least Squares (PLS) is used to analyze the relationships between the feelings of customers and service elements of CBLS. Moreover, this study demonstrates the applications of text mining techniques to analyze the online contents regarding CBLS. Online content mining assists in identifying the service elements and Kansei words for CBLS. Importantly, the relationship between the feelings of customers and service elements of CBLS obtained by online content mining provides complementary results for CBLS design.
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    Applying Kansei engineering to design logistics services - A case of home delivery service
    (2015-07-01)
    Chen, Mu-Chen
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    Hsu, Chia-Lin
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    Chang, Kuo-Chien
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    Chou, Man-Chi
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    運輸與物流管理系 註：原交通所+運管所
    Home delivery service (HDS) has grown fast in recent years because more and more customers engage in Internet and television shopping. Moreover, due to the rising competition in the HDS sector, service providers need to put more concentration on the continual improvement and differentiation of service to maintain the competitive advantage. After experiencing the current services, customers are always expecting the new ones. Thus, the idea of new service design never ends. Designers always have to insight into the real feelings of customers so that they could design the new service, which is able to meet customers\' expectation. Kansei engineering is a means to transform real voices of customers into the product and service design. This method is able to quantify the relationship between feelings represented by simple words and design elements. In this study, the Partial Least Square (PLS) is used to analyze the relationships between the real feelings of customers and characteristics of HDS. Finally, this study combines those characteristics, which are strongly related to important feelings, to obtain the original idea of new design of HDS. Relevance to industry: As stated in this abstract, our study offers an exemplification on applying Kansei engineering to design service in service industries. Specifically, along with the application of Kansei engineering, the research findings offer a technique for service design of service industries. (C) 2015 Elsevier B.V. All rights reserved.
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    Applying a Kansei engineering-based logistics service design approach to developing international express services
    (2015-01-01)
    Chen, Mu-Chen
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    Chang, Kuo-Chien
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    Hsu, Chia-Lin
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    Xiao, Jia-Hau
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    運輸與物流管理系 註：原交通所+運管所
    Purpose - To obtain a competitive advantage in the logistics market, international express companies should design services to stimulate customers\' usage intention by understanding customers\' affective perceptions (or in Japanese, Kansei) of the service offerings. Thus, the purpose of this paper is to analyze the relationships among the service elements of international express, customer Kansei perceptions, and intentions to use the service, to provide new ideas for the design of international express services (IESs). Design/methodology/approach - By using Kansei engineering approach, customers\' Kansei perceptions related to elements of IES are first determined, and the logistic regression technique is then used to analyze three constructed models based on the relationships among the service elements of international express, customers\' Kansei perceptions, and usage intention. Findings - Accordingly, five critical service elements that correspond to four vital Kansei words related to usage intention were obtained based on cross-comparisons of the results of three models. The findings have important implications for international express managers, in that the priorities in designing services should be those service elements that favorably elicit certain Kansei perceptions among customers and effectively lead to customers\' usage intention in the pre-purchase phase. Moreover, some important missing Kansei perceptions further derived from customers\' real service experiences in the post-purchase stage should be incorporated into future design considerations. Originality/value - This study incorporated customers\' Kansei perceptions into the procedure of IES design. By understanding the service elements and feelings that customers deem important, international express companies can improve the content of existing services and strengthen the design of new services to increase customers\' behavioral intentions.