Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/81369
PIRA download icon_1.1View/Download Full Text
Title: Service satisfaction evaluation of customer preference-driven public warehousing product service systems for small- and medium-sized enterprises in an industrial park
Authors: Ding, K 
Li, JJ
Zhang, FQ
Hui, JZ
Liu, QT
Issue Date: 2019
Source: IEEE access, 2019, v. 7, p. 98197-98207
Abstract: Facing fierce market competitions and fast technological transformation, manufacturing enterprises eagerly aspire to cut down investments in non-core businesses with the low return such as logistics, warehousing, and machine maintenance. In the context of service-oriented manufacturing (SOM), these non-core businesses are expected to be undertaken by third-party service providers in a centralized product + service manner. Supported by SOM principles, public warehousing product-service system (PW-PSS) is defined as integration of public warehouses and related warehousing services (e.g., raw material purchasing, work-in-progress storing/sorting/monitoring, and finished products packaging/distribution) for different manufacturing enterprises in an industrial park (IP). PW-PSS especially benefits for small- and medium-sized enterprises (SMEs) who are suffering from a heavy investment and management burden of self-built warehouses. To well operate the PW-PSS, third-party service providers must improve the service satisfaction degree of customers (i.e., manufacturing enterprises) to attract their continuous cooperation. This paper proposes a service satisfaction evaluation (SSE) method considering customer preferences to ensure the PW-PSS solutions more reliable and reasonable. First, the standard impact loss method is adopted to determine the initial weights of SSE indexes, and then the Kano model is used to adjust the above weights based on the consideration of customer preferences. Second, according to whether an SSE index is profit-oriented or cost-oriented, a positive or negative distance is obtained based on a distance average solution method. Finally, an example is given to verify the proposed method. It is expected that SSE can provide a decision-making basis for SMEs in an IP to choose optimal PW-PSS solutions.
Keywords: Customer preference
Product service system (PSS)
Public warehouse
Service-oriented manufacturing (SOM)
Service satisfaction evaluation (SSE)
Publisher: Institute of Electrical and Electronics Engineers
Journal: IEEE access 
ISSN: 2169-3536
DOI: 10.1109/ACCESS.2019.2924190
Rights: This work is licensed under a Creative Commons Attribution 4.0 License. For more information, see http://creativecommons.org/licenses/by/4.0/
The following publication K. Ding, J. Li, F. Zhang, J. Hui and Q. Liu, "Service Satisfaction Evaluation of Customer Preference-Driven Public Warehousing Product Service Systems for Small- and Medium-Sized Enterprises in an Industrial Park," in IEEE Access, vol. 7, pp. 98197-98207, 2019 is available at https://dx.doi.org/10.1109/ACCESS.2019.2924190
Appears in Collections:Journal/Magazine Article

Files in This Item:
File Description SizeFormat 
Ding_Service_Satisfaction_Evaluation.pdf9.43 MBAdobe PDFView/Open
Open Access Information
Status open access
File Version Version of Record
Access
View full-text via PolyU eLinks SFX Query
Show full item record

Page views

159
Citations as of May 22, 2022

Downloads

82
Citations as of May 22, 2022

SCOPUSTM   
Citations

1
Citations as of May 12, 2022

WEB OF SCIENCETM
Citations

1
Citations as of May 19, 2022

Google ScholarTM

Check

Altmetric


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.