Analyzing Logistics Service Gaps by Using Value Co-Creation and Customer Complaint Mining

• Main Authors: Hong, Man-Zih, 洪蔓姿
• Other Authors: Chen, Mu-Chen
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/jt36a6

碩士 === 國立交通大學 === 運輸與物流管理學系 === 106 === Under the development of globalization, the international trades have rapidly increased. The logistics industry is an important foundation for the economic development of enterprises and countries, it can support the international trade activities and create opportunities for economic growth. The previous research on the quality of logistics services used traditional questionnaires method to collect customer opinions and user pre-defined service attributes to investigate and analyze the quality of logistics services. Because the questionnaire may not include all the service attributes that the customers care about, the traditional survey methods would result in incomplete understanding of customer experience. As a result, we can extract directly customer-focused service elements from online customer complaints. Prahalad and Ramaswamy (2004a) proposed the concept of "Value Co-Creation". They defined "Value Co-Creation" as “The joint creation of value by the company and the customer; allowing the customer to co-construct the service experience to suit their context”. When analyzing service gaps, it is necessary to exaime what resources the company and customer provide and what activities the the company and customer do during the process of experiencing the service. This thesis applied text mining, the service gap theory proposed by Parasuraman et al. (1985) and accorded the method for calculating the service gap proposed by Song et al. (2016) to evaluate the service gap scores from customer complaints, and then we used value co-creation to analyze the service gaps. At last, we provide service improvement suggestions for logistics service company.