Browse

How to design and utilize online customer center to support new product concept generation

Cited 35 time in Web of Science Cited 40 time in Scopus
Authors
Park, Yongtae; Lee, Sungjoo
Issue Date
2011-08-01
Publisher
PERGAMON-ELSEVIER SCIENCE LTD
Citation
EXPERT SYSTEMS WITH APPLICATIONS; Vol.38 8; 10638-10647
Keywords
Online customer centerDecision treeText-miningCustomer opinionsConcept generationNew product development
Abstract
Websites can be effective vehicles for firms to communicate with their customers but the use of websites has been limited to pacifying complaint customers. To better use a website''''''''s information, this research presents a framework for extracting customer opinions from websites and transforming them into product specification data. For the purpose, firstly, customer opinions were collected from an online customer center and then transformed into customer needs using text-mining. Then, after customers were segmented into several groups based on their needs, relations among their needs were visualized by co-word analysis and product specifications to meet those needs t analyzed by decision tree. Lastly, a final target product specification for new products were determined and a target market was identified based on customer profile data. The suggested framework enables to incorporate customer opinions efficiently with new product development processes and to design online customer centers to better collect and analyze useful information. (C) 2011 Elsevier Ltd. All rights reserved.
ISSN
0957-4174
Language
English
URI
https://hdl.handle.net/10371/74916
DOI
https://doi.org/10.1016/j.eswa.2011.02.125
Files in This Item:
There are no files associated with this item.
Appears in Collections:
College of Engineering/Engineering Practice School (공과대학/대학원)Dept. of Industrial Engineering (산업공학과)Journal Papers (저널논문_산업공학과)
  • mendeley

Items in S-Space are protected by copyright, with all rights reserved, unless otherwise indicated.

Browse