Search results

1 – 7 of 7
To view the access options for this content please click here
Article
Publication date: 7 August 2017

Xiaolan Cui, Shuqin Cai and Yuchu Qin

The purpose of this paper is to propose a similarity-based approach to accurately retrieve reference solutions for the intelligent handling of online complaints.

Abstract

Purpose

The purpose of this paper is to propose a similarity-based approach to accurately retrieve reference solutions for the intelligent handling of online complaints.

Design/methodology/approach

This approach uses a case-based reasoning framework and firstly formalizes existing online complaints and their solutions, new online complaints, and complaint products, problems and content as source cases, target cases and distinctive features of each case, respectively. Then the process of using existing word-level, sense-level and text-level measures to assess the similarities between complaint products, problems and contents is explained. Based on these similarities, a measure with high accuracy in assessing the overall similarity between cases is designed. The effectiveness of the approach is evaluated by numerical and empirical experiments.

Findings

The evaluation results show that a measure simultaneously considering the features of similarity at word, sense and text levels can obtain higher accuracy than those measures that consider only one level feature of similarity; and that the designed measure is more accurate than all of its linear combinations.

Practical implications

The approach offers a feasible way to reduce manual intervention in online complaint handling. Complaint products, problems and content should be synthetically considered when handling an online complaint. The designed procedure of the measure with high accuracy can be applied in other applications that consider multiple similarity features or linguistic levels.

Originality/value

A method for linearly combining the similarities at all linguistic levels to accurately assess the overall similarities between online complaint cases is presented. This method is experimentally verified to be helpful to improve the accuracy of online complaint case retrieval. This is the first study that considers the accuracy of the similarity measures for online complaint case retrieval.

Details

Kybernetes, vol. 46 no. 7
Type: Research Article
ISSN: 0368-492X

Keywords

To view the access options for this content please click here
Article
Publication date: 1 March 2003

Xia Huosong, Du Kuanqi and Cai Shuqin

In the emerging economy, knowledge is now recognized as an important basis for competitive advantage and many firms are beginning to establish knowledge management systems…

Abstract

In the emerging economy, knowledge is now recognized as an important basis for competitive advantage and many firms are beginning to establish knowledge management systems (KMS). Within the last few years, although the topic of knowledge management (KM) has been studied, our understanding of how the design of the KMS affects its use and definition of KM is still rather limited. This paper presents a model of the enterprise’s knowledge trees, which is related to several knowledge management processes. The gray information and knowledge are, in their respective capacities, to provide the enterprise with great effectiveness. The gray dimension of enterprise knowledge is defined in line with the model of enterprise knowledge and fractal dimension. Also the key factors of KMS of shared knowledge are discussed in this paper. The results of the study will benefit not only the design of KMS, but also the business model transformation of competitive advantage.

Details

Journal of Knowledge Management, vol. 7 no. 1
Type: Research Article
ISSN: 1367-3270

Keywords

To view the access options for this content please click here
Article
Publication date: 11 April 2016

Yong Lin, Jing Luo, Shuqin Cai, Shihua Ma and Ke Rong

The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of…

Abstract

Purpose

The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of customer-e-retailer-third-party logistics provider, and to investigate the impacts of service quality on customer satisfaction and loyalty in the e-retailing supply chain.

Design/methodology/approach

A literature review is used to determine the conceptual model and develop the measurement scales. Data are collected through a web survey mainly conducted in China. Structural equation modeling is used to analyze the collected data and test the research hypotheses.

Findings

The results verify the proposed service quality framework, consisting of two dimensions (electronic service (e-service) quality and logistics service quality), in the e-commerce context. The results indicate that e-service quality and logistics service quality are strongly linked to customer satisfaction; that is, with e-service and logistics service, respectively. e-Service quality positively impacts customer satisfaction with logistics services, but logistics service quality negatively impacts customer satisfaction with e-services. Moreover, customer satisfaction with e-services is positively associated with customer loyalty for both e-services and logistics services. However, customer satisfaction with logistics services has no direct impact on related customer loyalty, and negatively impacts customer loyalty with e-services.

Research limitations/implications

The survey focusses only on China; future data should verify whether different cultural backgrounds will impact the research results.

Practical implications

The results show that e-retailers should not only focus on e-service quality, but also logistics service quality, which is critical to the success of e-commerce.

Originality/value

A two-dimensional (e-service and logistics) service quality framework is proposed and empirically assessed in the context of the e-retailing supply chain. These impacts of the path of service quality on customer satisfaction and loyalty are highlighted.

Details

Industrial Management & Data Systems, vol. 116 no. 3
Type: Research Article
ISSN: 0263-5577

Keywords

To view the access options for this content please click here
Article
Publication date: 12 January 2015

Shimiao Jiang, Shuqin Cai, Georges Olle Olle and Zhiyong Qin

More and more e-commerce web sites are using online customer reviews (OCRs) for customer segmentation. However, for durable products, customer purchases, and reviews only…

Abstract

Purpose

More and more e-commerce web sites are using online customer reviews (OCRs) for customer segmentation. However, for durable products, customer purchases, and reviews only once for a long time, as while the product review score may highly affected by service factors or be “gently” evaluated. Existing regression or machine learning-based methods suffer from low accuracy when applied to the OCRs of durable products on e-commerce web sites. The purpose of this paper is to propose a new approach for customer segment analysis base on OCRs of durable products.

Design/methodology/approach

The research proposes a two-stage approach that employs latent class analysis (LCA): the feature-mention matrix construction stage and the LCA-based customer segmentation stage. The approach considers reviewers’ mention on product features, and the probability-based LCA method is adopted upon the characteristics of online reviews, to effectively cluster reviewers into specified segmentations.

Findings

The research finding is that, using feature-mention instead of feature-opinion records makes segment analysis more effective. The research also finds that, LCA method can better explain the characteristics of the OCR data of durable products for customer segmentation.

Practical implications

The research proposes a new approach to durable product review mining for customer segmentation analysis. The segment analysis result can provide supports for new product design and development, repositioning of existing products, marketing strategy development and product differentiation.

Originality/value

A new approach for customer segmentation analysis base on OCRs of durable products is proposed.

Details

Kybernetes, vol. 44 no. 1
Type: Research Article
ISSN: 0368-492X

Keywords

To view the access options for this content please click here
Article
Publication date: 7 November 2019

Peng Dong, Shengdun Zhao, Shuqin Fan, Muzhi Zhu and Peng Zhang

The drive shaft and the distribution shaft of a traditional radial piston pump are in a cantilever state. To solve this problem, this paper aims to present a radial piston…

Abstract

Purpose

The drive shaft and the distribution shaft of a traditional radial piston pump are in a cantilever state. To solve this problem, this paper aims to present a radial piston pump with through shaft driving and valve plate distribution.

Design/methodology/approach

The working principle of the pump is discussed in detail. In this radial piston pump, valve plate distribution parts are designed to distribute oil to the piston chambers, and the distribution shaft is replaced. A bearing is installed between the stator and rotator to reduce the friction. The transmission shaft is supported by two bearings to ensure smooth operation. The support force of the transmission shaft is optimized. In addition, the flow pulsation principle is presented. To accomplish the change, the displacement of the radial piston pump, the proportional control system is designed.

Findings

After completing the machining and assembly of the pump, an experimental study was carried out. The results show that the output flow of the pump is basically the same as the theoretical flow.

Originality/value

The friction between the slipping shoes and the stator is greatly reduced due to the function of rolling bearings. The higher stability of the driveshaft is obtained for the reason of double-sided support. The radial piston pump has a novel structural design in reducing the friction between the shoes and the stator and improving the stability of the transmission shaft.

Details

Assembly Automation, vol. 40 no. 2
Type: Research Article
ISSN: 0144-5154

Keywords

To view the access options for this content please click here
Article
Publication date: 1 March 2021

Shuqin Zhang, Qian Huang, Hefu Liu and Youying Wang

This study aims to explore how team task-related social media usage (TSMU) and social-related social media usage (SSMU) affect employees' perceptions of intra-team…

Abstract

Purpose

This study aims to explore how team task-related social media usage (TSMU) and social-related social media usage (SSMU) affect employees' perceptions of intra-team cooperation and competition and further individual creativity.

Design/methodology/approach

This study conducted a questionnaire survey on enterprises in China that have implemented social media and obtained 348 useable questionnaires from 55 work teams.

Findings

The results revealed that employees' perceptions of intra-team cooperation and competition can promote employees' creativity. Employees' cooperation perception can be significantly positively affected by TSMU and SSMU, whereas employees' competition perception can be significantly positively affected by TSMU. Regarding congruence, the results indicated that the more balanced between TSMU and SSMU, the stronger the competition perception.

Practical implications

Managers should pay critical attention to the role of team social media usage (SMU) in shaping employees' perceptions of their team environments. They should realize the different outcomes and the joint effects of the different types of SMU.

Originality/value

This study contributes to the social media literature by explaining the impact of team SMU on employees' perceptions and evaluations of team environments based on the social information processing theory. The study presents the relationships among team SMU, employees' perceptions of cooperation and competition and employee creativity. Moreover, this study expands research on the trade-off of SMU by exploring the impact of balanced and imbalanced SMU in a work team.

Details

Information Technology & People, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-3845

Keywords

Content available
Article
Publication date: 17 December 2019

Yin Kedong, Shiwei Zhou and Tongtong Xu

To construct a scientific and reasonable indicator system, it is necessary to design a set of standardized indicator primary selection and optimization inspection process…

Abstract

Purpose

To construct a scientific and reasonable indicator system, it is necessary to design a set of standardized indicator primary selection and optimization inspection process. The purpose of this paper is to provide theoretical guidance and reference standards for the indicator system design process, laying a solid foundation for the application of the indicator system, by systematically exploring the expert evaluation method to optimize the index system to enhance its credibility and reliability, to improve its resolution and accuracy and reduce its objectivity and randomness.

Design/methodology/approach

The paper is based on system theory and statistics, and it designs the main line of “relevant theoretical analysis – identification of indicators – expert assignment and quality inspection” to achieve the design and optimization of the indicator system. First, the theoretical basis analysis, relevant factor analysis and physical process description are used to clarify the comprehensive evaluation problem and the correlation mechanism. Second, the system structure analysis, hierarchical decomposition and indicator set identification are used to complete the initial establishment of the indicator system. Third, based on expert assignment method, such as Delphi assignments, statistical analysis, t-test and non-parametric test are used to complete the expert assignment quality diagnosis of a single index, the reliability and validity test is used to perform single-index assignment correction and consistency test is used for KENDALL coordination coefficient and F-test multi-indicator expert assignment quality diagnosis.

Findings

Compared with the traditional index system construction method, the optimization process used in the study standardizes the process of index establishment, reduces subjectivity and randomness, and enhances objectivity and scientificity.

Originality/value

The innovation point and value of the paper are embodied in three aspects. First, the system design process of the combined indicator system, the multi-dimensional index screening and system optimization are carried out to ensure that the index system is scientific, reasonable and comprehensive. Second, the experts’ background is comprehensively evaluated. The objectivity and reliability of experts’ assignment are analyzed and improved on the basis of traditional methods. Third, aim at the quality of expert assignment, conduct t-test, non-parametric test of single index, and multi-optimal test of coordination and importance of multiple indicators, enhance experts the practicality of assignment and ensures the quality of expert assignment.

Details

Marine Economics and Management, vol. 2 no. 1
Type: Research Article
ISSN: 2516-158X

Keywords

1 – 7 of 7