A Method for Analyzing Service Failure Factors based on Multiple Perspectives

Saito, Junpei; Kurita, Yusuke; Kimita, Koji; Shimomura, Yoshiki

doi:10.1016/j.procir.2014.01.026

Cited by 2 publications

(2 citation statements)

References 5 publications

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“…Avoid, aims to minimise the need for support interventions, maximise the likely effectiveness of TES interventions and minimize the likely cost of TES by considering the optimum through-life value and cost solution at the outset. As an example, Saito et al [171] propose a method to identify common parts and/or differences among his/her recognition, and then, to enable a consensus to the structure of service failure factors. Wits et al [239] offer insights on how Maintenance, Repair and Overhaul (MRO) strategies can be optimized for end-users using Additive Manufacturing (AM).…”

Section: Digitalisationmentioning

confidence: 99%

Designing value-driven solutions: The evolution of industrial product-service systems

et al. 2022

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Section: Digitalisationmentioning

confidence: 99%

Designing value-driven solutions: The evolution of industrial product-service systems

et al. 2022

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“…However, at present, the relevant research on express service quality mostly focuses on the establishment of express service quality evaluation model and the main factors affecting express service quality (3)(4)(5), and there is little direct research on express service defects. Identifying and monitoring service defects is very important for enterprises to meet customer needs and improve service quality (6,7). User generated content (UGC) has good autonomy, universality and interactivity, and can truly reflect user evaluation (8).…”

Section: Introductionmentioning

confidence: 99%

Research on express service defect evaluation based on semantic network diagram and SERVQUAL model

Wang

Gao

et al. 2022

Front. Public Health

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This paper constructs a defect evaluation model of express service, uses the text mining methods of web crawler, SVM (Support Vector Machine) emotion analysis and LDA (Linear Discriminant Analysis) topic model to capture and clean up the online negative comment data of express service, establishes a semantic network diagram, and uses LDA topic model to extract the characteristic words of defect topic. Based on SERVQUAL model, it can classify the subject characteristic words of express service defects from the dimensions of tangibility, reliability, responsiveness, assurance, empathy and economy, etc., calculate the degree value and attention value of express service defects, and establish IPA model for defect mapping and identify the improvement direction. The evaluation model constructed in this paper has reference value for evaluating the defects of service industry and improving service quality. It is found that the “responsiveness” defect is the primary improvement direction, and the reliability, assurance and economy are the secondary improvement defects. Among them, the “responsiveness” defect has five improvement detail defects. The evaluation model constructed in this paper has reference value for evaluating the defects of service industry and improving service quality.

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A Method for Analyzing Service Failure Factors based on Multiple Perspectives

Cited by 2 publications

References 5 publications

Designing value-driven solutions: The evolution of industrial product-service systems

Designing value-driven solutions: The evolution of industrial product-service systems

Research on express service defect evaluation based on semantic network diagram and SERVQUAL model

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