An analytical approach to customer requirement information processing

Zude Zhou · Zheng Xiao · Quan Liu · Qingsong Ai

32 citations0/0 files storedEnterprise Information Systems

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Quality Function Deployment in Product Design Customer Service Quality and Loyalty Corporate Governance and Management

Abstract

‘Customer requirements’ (CRs) management is a key component of customer relationship management (CRM). By processing customer-focused information, CRs management plays an important role in enterprise systems (ESs). Although two main CRs analysis methods, quality function deployment (QFD) and Kano model, have been applied to many fields by many enterprises in the past several decades, the limitations such as complex processes and operations make them unsuitable for online businesses among small- and medium-sized enterprises (SMEs). Currently, most SMEs do not have the resources to implement QFD or Kano model. In this article, we propose a method named customer requirement information (CRI), which provides a simpler and easier way for SMEs to run CRs analysis. The proposed method analyses CRs from the perspective of information and applies mathematical methods to the analysis process. A detailed description of CRI's acquisition, classification and processing is provided.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 32 citations exist upstream.

References

1984Attractive Quality and Must-Be Quality 2002Quality function deployment: A literature review 2011Enterprise Systems: State-of-the-Art and Future Trends 2008An analytical Kano model for customer need analysis 1996THE KANO MODEL: HOW TO DELIGHT YOUR CUSTOMERS 2010Information architecture for supply chain quality management 2012Business Intelligence for Enterprise Systems: A Survey 2004Integration of FMEA and the Kano model

Cited by

2015Brand innovation and social media: Knowledge acquisition from social media, market orientation, and the moderating role of social media strategic capability 2018Customer loyalty approach based on CRM for SMEs 2014Ties with government, strategic capability, and organizational ambidexterity: evidence from China’s information communication technology industry 2020Enabling supply chain analytics for enterprise information systems: a topic modelling literature review and future research agenda 2014Enhancing green supply chain initiatives via empty container reuse

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.