| 基于分析型KANO模型的物流服务质量提升决策方法 |
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| 引用本文： | 孟庆良,邹农基,李晓萍,安玲,蒋秀军. 基于分析型KANO模型的物流服务质量提升决策方法[J]. 运筹与管理, 2012, 21(2): 64-73 |
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| 作者姓名： | 孟庆良 邹农基 李晓萍 安玲 蒋秀军 |
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| 作者单位： | 江苏科技大学经济管理学院,江苏镇江,212003 |
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| 基金项目： | 教育部人文社科基金资助项目(11YJA630078,09YJA630054,10YJA630143,11YJA630129);江苏省高校哲学社科项目(2011SJB630018) |
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| 摘 要： | 针对Kano模型定性、分类准则主观的局限,提出一种分析型Kano模型的设计方法,通过构建Kano满意度指标和重要度指标,实现质量因素的客观化分类;设计Kano模型决策指标,获取提升服务质量属性的优先权。在分析基于分析型Kano模型的物流服务质量提升决策过程的基础上,从实证视角研究了模型的具体应用问题。
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| 关 键 词： | 企业管理 质量管理 分析型Kano模型 物流服务质量 |
A Decision Method for Improving Logistics Service Quality Based on Analytical KANO Model |
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| MENG Qing-liang , ZOU Nong-ji , LI Xiao-ping , AN Ling , JIANG Xiu-jun. A Decision Method for Improving Logistics Service Quality Based on Analytical KANO Model[J]. Operations Research and Management Science, 2012, 21(2): 64-73 |
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| Authors: | MENG Qing-liang ZOU Nong-ji LI Xiao-ping AN Ling JIANG Xiu-jun |
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| Affiliation: | (School of Management & Economics,Jiangsu University of Science and Technology,Zhenjiang 212003,China) |
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| Abstract: | In order to solve the problems of qualitative analysis and subjective classification of Kano model,an analytical Kano model is set up.By the building of Kano quantitative satisfaction index and importance index,an objective classification method and the decision-making rule to improve service quality are proposed.Then a well-established logistics service quality improvement decision process is proposed based on analytical Kano model.The model is illustrated through a case study in express delivering industries to testify its feasibility and validity. |
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| Keywords: | enterprises management logistics service quality analytical kano model decision method |
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