考虑顾客服务需求分类重组的同步多服务规划方法及其应用

Simultaneous Multi-service Planning Method and Its Application Considering Recombination of Customer′s Service Requirement

针对当前多服务设计知识的匮乏和定制服务设计方法的不足,从顾客服务需求分类重组的视角探讨同步多服务规划问题。运用分析型Kano模型实现顾客服务需求的分类,基于顾客服务需求分类结果设计顾客需求分类重组规则,构建基于顾客服务需求分类重组的同步多服务规划模型。以银行服务为例,验证了上述模型和方法的可行性和有效性。

In order to solve the problems of the lack of service design knowledge and the shortcoming of customized service design method, this paper explores the simultaneous multi service planning issues from the perspective of customerfs demand reclassification. It sets up an analytical Kano model to classify customer＇s service demands,and designs the rule of restructuring customerrs service demand classification according to the classification results,and then proposes a simultaneous multi-service planning model. Finally,it verifies the feasibility and effectiveness of this method through the case study on bank services.