基于质量功能展开的连锁家饰店服务质量研究

质量功能展开(Quality Function Deployment,QFD)是一种透过质量屋的运作,系统地将顾客需求转换成工程要求的技术的方法。文中应用QFD导入PZB服务质量模式,整合模糊理论、Kano二维质量模式及顾客满意效益系数,分析连锁家饰店顾客服务质量需求的权重与排序,再以灰关联分析理论确定连锁家饰店各项工程要求质量的灰关联度值与排序,有助于经营者明确提高服务质量的重点。     

基于 QFD的物流供应商的选择问题研究

为降低物流供应商选择过程中的模糊不确定性和主观性,将QFD、三角模糊数和Kano模型三者结合起来提出一种新的物流供应商的选择方法。文中应用QFD,首先结合三角模糊数法和专家评估法确定企业需求指标项的初始相对权重、企业需求与技术特性间的关系矩阵和各技术特性间的关联矩阵,同时对各三角模糊数进行去模糊处理。然后,根据权重对全部企业需求进行排序,将排序结果区分为Kano模型中的3类需求,并用Kano系数表示,同时据此计算各技术特性的权重值。最后,综合技术特性权重值和候选物流供应商在各特性上的分值,经加权求和得出各供应商的总得分。通过算例证实了所提方法的可行性和有效性,能够给企业提供具体的、可操作的指导。     

Q-TAM: a quality technology acceptance model for technology operations managers

This paper contributes to research on the quality factors that affect customer acceptance and intention to continue purchasing disposable technology. We have developed a model (Q-TAM) that integrates the Technology Acceptance Model and a quality framework. We conducted a survey of 322 smartphones users and analyzed the results using Partial Least Squares – Structural Equation Modeling (PLS-SEM) to determine how our integrated Q-TAM model affected consumers’ intention-to-continue-purchasing disposable technology. The PLS-SEM analysis of the Q-TAM model established that consumers assessed the product quality based on two distinct dimensions: attribute quality and reliability quality. Further, we found support for the positive and significant effects of product quality and perceived ease of use as predictors of a customer’s intention to purchase a technological device. Of interest is our finding that perceived usefulness, in the presence of product quality, is not significant. The finding also suggests that customers perceive the usefulness of a product as a component/part of a product’s quality dimension, confirming Joseph Juran’s quality philosophy of “fitness of use.” This suggests that in order to satisfy consumer demands, technology operations managers must ensure their products are of good attribute and reliability quality. The findings of this study make a case for a quality technology acceptance model (Q-TAM) that encourages technology operations managers to focus their efforts on quality to ensure that their products satisfy customer needs and are perceived as useful.     

Determination of an optimal set of design requirements using house of quality

Quality Function Deployment (QFD) has been used to translate customer needs and wants into technical design requirements in order to increase customer satisfaction. QFD utilizes the house of quality (HOQ), which is a matrix providing a conceptual map for the design process, as a construct for understanding Customer Requirements (CRs) and establishing priorities of Design Requirements (DRs) to satisfy them. Some methodological issues occurring in the conventional HOQ are discussed, and then a new integrative decision model for selecting an optimal set of DRs is presented using a modified HOQ model. The modified HOQ prioritization procedure employs a multi-attribute decision method for assigning relationship ratings between CRs and DRs instead of a conventional relationship rating scale, such as 1–3–9. The proposed decision model has been applied to an indoor air quality improvement problem as an illustrative example.     

食品安全信息披露的博弈分析

食品质量安全信息披露不足,导致消费者难以分辨食品的安全性,不能对市场中的食品产生信任。本文建立消费者与生产者的信号博弈模型并找寻了动态均衡路径,分析认为:食品生产企业要获得消费者信任并实现与低质量企业完全分离,必须披露更多的质量安全信息,同时高质量企业披露安全信息对企业有利。通过比较国外为获得消费者信任而加强食品安全信息披露的情况,指出现阶段国内食品安全信息披露的不足,提出引导高质量企业进行更多信息披露、加强信息沟通交流和落实信息披露机制的建议。     

基于质量功能展开的顾客满意度研究

质量功能展开是基于顾客要求的结构化产品开发方法。把质量功能展开（Quality Function Deployment,QFD）方法引入顾客满意度研究中,建立了顾客满意度测评的质量屋模型。通过多阶段的QFD模型将总体顾客满意度逐步展开为易于顾客判断的指标,进而实施了顾客满意度指数的测评;并通过某家电企业的顾客满意度测评实例,说明了这种方法实施过程。     

Consumer adoption of access-based product-service systems: The influence of duration of use and type of product

Access-based product-service systems (AB-PSS) are business models that can potentially decouple the satisfaction of consumer needs from environmental impacts. Hence, they have been promoted for the circular economy. Their sustainability potential has not yet been realised because consumer adoption is lagging. Although this challenge has been studied for two decades, knowledge to identify and address AB-PSS adoption barriers that matter to consumers is lacking. We hypothesise that the duration of use, the time a consumer obtains exclusive access to a specific product (short-term vs. long-term) and the type of product (bicycles vs. clothing) moderate the importance of AB-PSS adoption barriers to consumers. We compared several adoption barriers across four AB-PSS and found that the duration of use and the type of product significantly moderated the importance of some AB-PSS adoption barriers. More specifically, the Effort to access has a higher influence on consumer preference for short-term AB-PSS, whereas Product quality has a higher influence on consumer preference for long-term AB-PSS. We also found that Effort to access and Product characteristics were more important for bicycle AB-PSS, whereas Contamination and Product quality were more important for clothing AB-PSS. These insights help companies to identify and design out key AB-PSS consumer adoption barriers.     

Deteriorating inventory model for ready-to-eat food under fuzzy environment

Decreased costs and enhanced customer satisfaction are two main objectives of SCM, and good inventory policy can achieve both simultaneously. Product perishability is a critical aspect of inventory policy. Ready-to-eat food products are very common consumer goods that are, in fact, perishable. The value the RTE food retains is, however, closely dependent on its quality. From the vendor’s point of view, quantifying quality and remaining value should be a critical business issue. In consequence, we combined the traditional deterioration model and quality prediction model to develop a new deteriorating inventory model for RTE food products. This new model quantifies food quality and remaining value. We also improved the new model by fuzzifying storage temperature to simulate temperature fluctuation. The proposed model uses real deterioration rate data. Numerical analysis is conducted in a case study. Overall, the model demonstrates that high storage temperatures reduce profits and force shorter order cycles.     

Sustainable Development of Electrical and Electronic Equipment: User‐driven Green Design for Cell Phones

Communication and cooperation with consumers are key to sustainable development. This article considers the environmental and user benefits of producing a sustainable product design that enable users' involvement and encourages the use of sustainable products to enhance environmental value. Depending on users' sensitivity to ecodesign for energy‐related products, six environment evaluation criteria may structure their perceptions of cell phone attributes (monitor, panel, battery, shell, modeling, lens and fingerprint). Innovative methods are needed for effective communication, as well as to encourage consumer participation in designing sustainable products that satisfy their needs. The design of product attributes appears able to enhance the sustainable development of products, through users' awareness of various environmental characteristics. This study thus proposes a unique method to understand product design structures and make cell phone design decisions that feature individualized designs. Copyright © 2012 John Wiley & Sons, Ltd and ERP Environment.     

A case study on the application of Fuzzy QFD in TRIZ for service quality improvement

The improvement of service quality so as to enhance customer satisfaction has been widely mentioned over the past few decades. However, a creative and systematic way of achieving higher customer satisfaction in terms of service quality is rarely discussed. Recently, TRIZ, a Russian acronym which means “Theory of Inventive Problem Solving,” has been proven to be a well-structured and innovative way to solve problems in both technical and non-technical areas. In this study, a systematic model based on the TRIZ methodology is proposed to generate creative solutions for service quality improvement. This is done by examining first the determinants of service quality based on a comprehensive qualitative study in the electronic commerce sector. Then the correlation between the imprecise requirements from customers and the determinants of service quality is analyzed with Fuzzy Quality Function Deployment (QFD) in order to identify the critical determinants relating to customer satisfaction. After which, the corresponding TRIZ engineering parameters can be effectively applied in the TRIZ contradiction matrix to identify the inventive principles. A case study is illustrated to demonstrate the effectiveness of our approach in an e-commerce company, and its results are presented to show the applicability of the TRIZ methodology in the e-service sector.     

When (not) to indulge in ‘puffery’: the role of consumer expectations and brand goodwill in determining advertised and actual product quality

We analyze why some firms advertise product quality at a level different from the actual quality of a product. By considering the interacting effects of product quality and advertising, we develop a dynamic model of consumer expectations about product quality and the development of brand goodwill to determine the optimal values for the decision variables. The model parameters are determined based on prior literature and we use numerical techniques to arrive at the solution. We then derive conditions under which a firm will find it optimal to overstate or understate product quality. The results suggest that quality may be overstated in markets characterized by high price sensitivity, low quality sensitivity, low brand loyalty, and high source credibility, suggesting the need for vigilance on the part of consumers, upper level managers and regulatory authorities in such market conditions. This is important because current regulatory resources are insufficient to reduce deceptive advertising practices (Davis JJ. 1994. Ethics in advertising decision‐making: implications for reducing the incidence of deceptive advertising. Journal of Consumer Affairs 28 : 380–402). Further, the law of deceptive advertising prohibits some advertising claims on the ground that they are likely to harm consumers or competitors (Preston IL, Richards JI. 1993. A role for consumer belief in FTC and Lanham Act deceptive advertising cases. American Business Law Journal 31 : 1–29). Also, Nagler (1993. Rather bait than switch: deceptive advertising with bounded consumer rationality. Journal of Public Economics 51 : 359–378) shows that deceptive advertising causes a net social welfare loss and a public policy effectively preventing deception will improve social welfare. Copyright © 2000 John Wiley & Sons, Ltd.     

基于质量功能展开的顾客满意研究

把产品设计的质量功能展开(QFD)方法引入到顾客满意研究中,提出了顾客满意的质量屋模型,该模型从驱动顾客满意的产品质量功能特性角度,围绕质量屋的七大要素,给出了提升顾客满意度的基本方法,最后通过某品牌手机顾客满意评价的实例说明了这种方法的实施过程。     

Caveat emptor – let the buyer beware! environmental labelling and the limitations of ‘green’ consumerism

In recent years, the idea of ‘green’ or ‘political’ consumers expressing their political beliefs in everyday life has been widely embraced. Eager to satisfy the needs of this new market segment, firms have allocated substantial resources to environmental management, social accountability, corporate citizenship, occupational health and safety etc. During the 1990s, the industrialized world also witnessed a growing number of environmental labels, expected to guide the political consumers in their shopping decisions. Evaluations of these environmental labelling (eco‐labelling) programmes indicate that some labels and product groups receive a great deal of attention while others remain in obscurity. To understand these differences, the paper will discuss some of the factors that determine the market impact of environmental labelling. It is concluded that the concept of the ‘green’ consumer is over‐simplified and fails to capture the actual complexity of consumer values, attitudes and behaviour. The results are based on existing literature and our own empirical findings. Copyright © 2005 John Wiley & Sons, Ltd and ERP Environment.     

我国互联网金融消费者权益保护体系建设与优化路径

互联网金融作为互联网技术与传统金融融合后的新兴业态模式,具有降低交易双方成本,提升金融服务效率和便捷性的作用,在满足了个性化金融服务需求的同时,还促进了我国普惠金融发展。但随着互联网金融模式的不断丰富,互联网金融混业经营及脱媒现象加剧,在缺乏监管和法律定位不明的情况下,互联网金融给消费者带来诸多潜在风险。对此,需要按照时间发展顺序,在短期内强化互联网金融消费者权益保护相关政策措施,保证互联网金融市场平稳发展;中长期则注重互联网金融发展质量,通过不断完善互联网金融消费者权益保护机制,进而构建具有综合性特征的互联网金融消费者权益保护体系。     

我国农超对接模式发展研究

随着社会经济的发展和人们生活水平的提高,现代食品消费的导向为"健康",在此理念的指导作用下,消费者对农产品品质的要求也越来越高。农超对接的实施正是适应了现在农产品流通模式发展的趋势。本文主要分析对比国内农超对接模式的开展情况,并提出国外农超对接模式给我国带来的启示。     

Multi-layer quality function deployment (QFD) approach for improving the compromised quality satisfaction under the agency problem: A 3D QFD design for the asset selection problem in the shipping industry

The aim of this paper is to improve the quality function deployment (QFD) method by utilizing requirements of both the major customer and the service provider. The QFD method was first applied to the shipbuilding industry and the main goal of the method is to improve the production processes by using customer requirements in connection with the related technical measures of the product. However, one of the critical criticisms of the QFD is based on the lack of proper budget assessment and the satisfaction of the producer (or service provider). The multi-layer QFD design is proposed to collect responses from both customer and the service provider so as to ensure satisfaction of all parties including financial feasibility of the intended improvements. Hence, the agency problem between parties will be eliminated.     

Ethical consumers in search of markets

Research in ethical consumerism has concentrated on attempts to either categorize ethical consumers or to uncover their decision‐making processes, but to‐date there have been few investigations into the key ethical drivers behind the decision‐making process. This study attempts to identify these ethical drivers within their particular product groups by means of a survey of self‐proclaimed ethical consumers distributed via a questionnaire placed in the Ethical Consumer Magazine. The findings indicate that environmental issues are ranked above human rights and animal rights/welfare issues and that the ethical consumer considers the product groups to have differential importance ranging from the food products goods group, being the most strongly associated with ethical issues, to the ‘brown goods’ group (electric goods such as stereos and TVs), which proved to be least associated with these issues. An examination of the ethical drivers within each group suggests that ethical consumers consider each product group on the basis of its bundle of ethical attributes, with differing levels of importance placed on each ethical issue within the purchase decision. Copyright © 2005 John Wiley & Sons, Ltd and ERP Environment.     

Forecasting consumer credit card adoption: what can we learn about the utility function?

How to accurately predict customers’ adoption behavior is becoming more important and challenging to many credit card marketers as competition increases. This calls for more knowledge about the consumer utility function and the corresponding decision behavior. In this study, we challenge the commonly used logit model which implies linear utility function and constant marginal rate of substitution (MRS) with a neural network model that can accommodate nonlinear utility function and changing MRS between card attributes. Using the data from a national survey of credit card usage, we find that the neural network model significantly outperforms the logit in predicting consumer card adoption decisions. Our results indicate that consumers do not make linear tradeoffs between card attributes and the MRS between card features does not remain constant even within the same demographic group.     

网络属性对消费者在线重购品牌选择行为影响研究

在线渠道日益成为厂商重点渠道之一,越来越多的消费者选择在网上购物。传统营销方式正逐渐发生变化,在线渠道不仅扩展了线下属性,同时,也展现了新的特征。因此,研究网络属性对消费者重购品牌选择具有重要的意义。本文以手机作为研究对象,构建多元Logit模型研究线下品牌属性和在线营销组合变量对消费者下次选择的购买意愿的影响程度,分析在线渠道下影响消费者品牌选择的机理。研究发现,产品属性和网络属性对消费者重购品牌选择产生影响;虽然网络属性会显著地改变品牌选择方式,但传统的产品属性在品牌选择中仍然起到关键性的作用。最后本文还得出了在线手机品牌的消费者心理市场份额。