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首页> 外文期刊>International Journal of Physical Distribution & Logistics Management >Applying a Kansei engineering-based logistics service design approach to developing international express services
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Applying a Kansei engineering-based logistics service design approach to developing international express services

机译：将基于Kansei工程的物流服务设计方法应用于开发国际快递服务

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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.
机译：目的-为了在物流市场中获得竞争优势，国际快递公司应设计服务，以通过了解客户对服务产品的情感感知（或日语，感性）来刺激客户的使用意图。因此，本文的目的是分析国际快递服务要素，客户感悟和使用服务意图之间的关系，为国际快递服务（IESs）的设计提供新思路。设计/方法/方法-通过使用Kansei工程方法，首先确定与IES元素相关的客户对Kansei的感知，然后使用logistic回归技术根据国际快递服务元素之间的关系分析三种构建模型，客户的感性认识和使用意图。发现-因此，基于三个模型结果的交叉比较，获得了与四个与使用意图有关的重要关西单词相对应的五个关键服务元素。该发现对国际快递经理具有重要意义，因为设计服务的优先级应该是那些能够在客户中引起某些感性认识并在购买前阶段有效地引起客户使用意图的服务元素。此外，应从购买后阶段的客户实际服务经验中进一步衍生出一些重要的缺失的Kansei感知，应将其纳入未来的设计考虑中。原创性/价值-这项研究将客户对Kansei的感知纳入了IES设计流程。通过了解客户认为重要的服务要素和感觉，国际快递公司可以改善现有服务的内容并加强新服务的设计，以提高客户的行为意图。

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