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第1页共14页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共14页MiningcustomerknowledgefortourismnewproductdevelopmentandcustomerrelationshipmanagementOriginalResearchArticleExpertSystemswithApplicationsInrecentyearstourismhasbecomeoneofthefastestgrowingsectorsoftheworldeconomyandiswidelyrecognizedforitscontributiontoregionalandnationaleconomicdevelopment.Tourismproductdesignanddevelopmenthavebecomeimportantactivitiesinmanyareas/countriesasagrowingsourceofforeignanddomesticearnings.Ontheotherhand,customerrelationshipmanagementisacompetitivestrategythatbusinessesneedinordertostayfocusedontheneedsoftheircustomersandtointegrateacustomer-orientedapproachthroughouttheorganization.Thus,thispaperusestheApriorialgorithmasamethodologyforassociationrulesandclusteringanalysisfordatamining,whichisimplementedforminingcustomerknowledgefromthecasefirm,PhoenixToursInternational,inTaiwan.Knowledgeextractionfromdataminingresultsisillustratedasknowledgepatterns,rules,andknowledgemapsinordertoproposesuggestionsandsolutionstothecasefirmfornewproductdevelopmentandcustomerrelationshipmanagement.ArticleOutline1.Introduction2.Thecasefirm–thePhoenixToursInternational2.1.Backgroundofthecasefirm2.2.Thenewproductdevelopmentprocedureofthecasefirm3.Methodology3.1.Researchframework3.2.Questionnairedesignanddatacollection3.3.Relationaldatabasedesign3.4.Associationrule–Apriorialgorithm3.5.Clusteringanalysis4.Researchresults4.1.Newproductdevelopment4.1.1.Travelarea–inboundtravel(patternA)4.1.1.1.Inboundtravelassociationanalysis4.1.1.2.Inboundtravelclusteranalysis4.1.2.Travelarea–outboundtravel–Asia(patternB)4.1.2.1.Outboundtravelassociationanalysis4.1.2.2.Outboundtravelclusteranalysis–Asiaarea4.2.Customerrelationshipmanagement4.2.1.Travelservice4.2.1.1.Travelserviceassociationanalysis(patternC)4.2.1.2.Travelserviceclusteranalysis4.2.2.Directmarketing4.2.2.1.Travelwebsiteusageassociationanalysis(patternD)第2页共14页第1页共14页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共14页4.2.2.2.Directmarketingclusteranalysis5.Discussion5.1.Intheregardofcurrentmarketstrategy5.2.Intheregardoffuturemarketstrategy5.3.Intheregardofcustomervalueandsatisfaction5.4.Intheregardofnewbusinessmodel6.ConclusionAcknowledgementsReferencesCustomersatisfactiondrivenqualityimprovementtargetplanningforproductdevelopmentinautomotiveindustryOriginalResearchArticleInternationalJournalofProductionEconomicsCustomersatisfactiontargetsforvehicleattributesaresetatthecorporatelevelwithlimitedconsiderationoftheengineeringfeasibilityandinteractionsbetweendifferentproductfeatures.Thispaperpresentsacomprehensiveframeworkfortargetplanningforcustomersatisfactiondrivenqualityimprovementeffortsintheproductdevelopmentprocess.Theproposedframeworkfacilitatesalinkbetweencorporatedecisionmakingandengineeringdecisionmakingbyintegratingbestpracticesandstructuringtechnicalactivities.PotentialvehicleattributesareclassifiedandprioritizedforfurtherimprovementusingKanomodelandqualityfunctiondeployment.Customersatisfactiontargetsareestablishedbasedonrigorousbusinessanalysisandtrade-offstudies.Thesetargetsareconvertedintoobjectiveengineeringmetricsusingregressionmodels.Transferfunctionequationsaredevelopedtoprovidealinkbetweenhigher-levelproductcharacteristicsandlower-leveldesignvariables.Themathematicalmodelsareformulate...