面向养老服务领域的个性化服务定制方法研究及应用
发布时间：2019-04-17 11:47
【摘要】：随着养老服务业的发展,养老服务类型日益丰富,各式各样的养老服务层出不穷。一方面,老年客户很难从众多服务质量与服务价格不一的养老服务中选择高质量的服务。另一方面,随着生活水平的提高,老年客户的需求逐渐变得多样化和个性化,这使得单一的养老服务已经不能满足老年客户的需求。为解决目前养老服务存在的这些问题,达到为老年客户提供个性化养老服务的目的,需要在准确定义养老服务资源的个性化特征和获取老年客户的个性化需求的基础上,研究定制个性化养老服务的方法,为老年客户提供满足其个性化需求的高质量的养老服务。为解决以上相关问题,需要有一套完善的养老服务个性化需求模型和个性化定制策略。本文以此为切入点,在养老服务资源整合的基础上,对养老服务个性化需求模型及个性化定制方法进行了研究。为此,本文将做以下几方面工作:(1)为了为客户定制满意度高的个性化养老服务,将养老服务资源进行分类;确定养老服务资源的服务质量评价方法,对养老服务资源的服务质量进行评估;针对各类型养老服务资源分别建立个性化主题树,并对资源进行形式化的描述。(2)为了获取老年人对养老服务的个性化需求,首先针对各种类型的养老服务,运用客户的个性化信息,建立客户个性化特征模型,将客户进行分类,然后分析和总结客户对养老服务需求的分类,并分别从服务类型、内容、价格和质量四方面获取客户的需求,最后将客户的个性化特征与需求进行结合,建立客户个性化需求模型。(3)为了为客户定制个性化的养老服务,针对“被动式”与“主动式”的个性化定制方法,分别进行问题描述和问题建模,然后分别提出基于客户个性化需求的服务定制方法和基于客户个性化特征的协同过滤算法,最后分别通过模拟实验对算法进行对比和分析。(4)在养老服务的个性化服务定制方法研究的基础上,运用分类和描述的养老服务资源与客户的个性化需求模型,采用个性化服务定制算法分别从架构、功能、数据库和技术等方面设计一个个性化养老服务系统,并完成系统个性化服务部分的开发。
[Abstract]:With the development of old-age service industry, the types of old-age service are becoming more and more abundant, and a variety of old-age services emerge one after another. On the one hand, it is difficult for old-age customers to choose high-quality service from many old-age service with different service quality and service price. On the other hand, with the improvement of living standards, the needs of the elderly customers gradually become diversified and personalized, which makes the single old-age service can not meet the needs of the elderly customers. In order to solve these problems and provide personalized service for old-age customers, it is necessary to define the personalized characteristics of the resources of old-age service and obtain the personalized needs of old-age customers. The method of customizing personalized old-age service is studied in order to provide the elderly customers with high-quality old-age service to meet their personalized needs. In order to solve the above-mentioned problems, we need a perfect personalized demand model and personalized customization strategy for old-age service. In this paper, on the basis of the integration of the resources of the old-age service, this paper studies the personalized demand model and personalized customization method of the old-age service. Therefore, this paper will do the following aspects of work: (1) in order to customize the customer satisfaction of the personalized service for the elderly, the pension service resources will be classified; Determine the service quality evaluation method of the old-age service resources, and evaluate the service quality of the old-age service resources; A personalized theme tree is established for each type of aged service resources, and the resources are formally described. (2) in order to obtain the personalized needs of the elderly for the elderly, first of all, it aims at the various types of elderly service for the elderly, and gives a formal description of the resources. By using the personalized information of customers, this paper sets up a customer personalized feature model, classifies the customers, and then analyzes and summarizes the classification of customer's demand for old-age service, and analyzes and summarizes the classification of service types and contents, respectively. Four aspects of price and quality to obtain customer needs, finally, the customer's personalized characteristics and needs are combined to establish a customer personalized demand model. (3) in order to customize personalized pension service for customers, Aiming at the "passive" and "active" personalized customization methods, the problem description and problem modeling are carried out respectively. Then, the service customization method based on customer personalized needs and the collaborative filtering algorithm based on customer personalization characteristics are proposed, respectively. Finally, the algorithms are compared and analyzed by simulation experiments. (4) on the basis of the research of personalized service customization method for the aged, the classification and description of the aged service resources and the personalized demand model of the customers are used. The personalized service customization algorithm is used to design a personalized old-age service system from the aspects of architecture, function, database and technology, and to complete the development of the personalized service part of the system.
【学位授予单位】：哈尔滨工业大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TP393.09;C913.6
，
本文编号：2459396
[Abstract]:With the development of old-age service industry, the types of old-age service are becoming more and more abundant, and a variety of old-age services emerge one after another. On the one hand, it is difficult for old-age customers to choose high-quality service from many old-age service with different service quality and service price. On the other hand, with the improvement of living standards, the needs of the elderly customers gradually become diversified and personalized, which makes the single old-age service can not meet the needs of the elderly customers. In order to solve these problems and provide personalized service for old-age customers, it is necessary to define the personalized characteristics of the resources of old-age service and obtain the personalized needs of old-age customers. The method of customizing personalized old-age service is studied in order to provide the elderly customers with high-quality old-age service to meet their personalized needs. In order to solve the above-mentioned problems, we need a perfect personalized demand model and personalized customization strategy for old-age service. In this paper, on the basis of the integration of the resources of the old-age service, this paper studies the personalized demand model and personalized customization method of the old-age service. Therefore, this paper will do the following aspects of work: (1) in order to customize the customer satisfaction of the personalized service for the elderly, the pension service resources will be classified; Determine the service quality evaluation method of the old-age service resources, and evaluate the service quality of the old-age service resources; A personalized theme tree is established for each type of aged service resources, and the resources are formally described. (2) in order to obtain the personalized needs of the elderly for the elderly, first of all, it aims at the various types of elderly service for the elderly, and gives a formal description of the resources. By using the personalized information of customers, this paper sets up a customer personalized feature model, classifies the customers, and then analyzes and summarizes the classification of customer's demand for old-age service, and analyzes and summarizes the classification of service types and contents, respectively. Four aspects of price and quality to obtain customer needs, finally, the customer's personalized characteristics and needs are combined to establish a customer personalized demand model. (3) in order to customize personalized pension service for customers, Aiming at the "passive" and "active" personalized customization methods, the problem description and problem modeling are carried out respectively. Then, the service customization method based on customer personalized needs and the collaborative filtering algorithm based on customer personalization characteristics are proposed, respectively. Finally, the algorithms are compared and analyzed by simulation experiments. (4) on the basis of the research of personalized service customization method for the aged, the classification and description of the aged service resources and the personalized demand model of the customers are used. The personalized service customization algorithm is used to design a personalized old-age service system from the aspects of architecture, function, database and technology, and to complete the development of the personalized service part of the system.
【学位授予单位】：哈尔滨工业大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TP393.09;C913.6
，
本文编号：2459396
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