【摘要】：隨著養(yǎng)老服務(wù)業(yè)的發(fā)展,養(yǎng)老服務(wù)類型日益豐富,各式各樣的養(yǎng)老服務(wù)層出不窮。一方面,老年客戶很難從眾多服務(wù)質(zhì)量與服務(wù)價(jià)格不一的養(yǎng)老服務(wù)中選擇高質(zhì)量的服務(wù)。另一方面,隨著生活水平的提高,老年客戶的需求逐漸變得多樣化和個(gè)性化,這使得單一的養(yǎng)老服務(wù)已經(jīng)不能滿足老年客戶的需求。為解決目前養(yǎng)老服務(wù)存在的這些問(wèn)題,達(dá)到為老年客戶提供個(gè)性化養(yǎng)老服務(wù)的目的,需要在準(zhǔn)確定義養(yǎng)老服務(wù)資源的個(gè)性化特征和獲取老年客戶的個(gè)性化需求的基礎(chǔ)上,研究定制個(gè)性化養(yǎng)老服務(wù)的方法,為老年客戶提供滿足其個(gè)性化需求的高質(zhì)量的養(yǎng)老服務(wù)。為解決以上相關(guān)問(wèn)題,需要有一套完善的養(yǎng)老服務(wù)個(gè)性化需求模型和個(gè)性化定制策略。本文以此為切入點(diǎn),在養(yǎng)老服務(wù)資源整合的基礎(chǔ)上,對(duì)養(yǎng)老服務(wù)個(gè)性化需求模型及個(gè)性化定制方法進(jìn)行了研究。為此,本文將做以下幾方面工作:(1)為了為客戶定制滿意度高的個(gè)性化養(yǎng)老服務(wù),將養(yǎng)老服務(wù)資源進(jìn)行分類;確定養(yǎng)老服務(wù)資源的服務(wù)質(zhì)量評(píng)價(jià)方法,對(duì)養(yǎng)老服務(wù)資源的服務(wù)質(zhì)量進(jìn)行評(píng)估;針對(duì)各類型養(yǎng)老服務(wù)資源分別建立個(gè)性化主題樹,并對(duì)資源進(jìn)行形式化的描述。(2)為了獲取老年人對(duì)養(yǎng)老服務(wù)的個(gè)性化需求,首先針對(duì)各種類型的養(yǎng)老服務(wù),運(yùn)用客戶的個(gè)性化信息,建立客戶個(gè)性化特征模型,將客戶進(jìn)行分類,然后分析和總結(jié)客戶對(duì)養(yǎng)老服務(wù)需求的分類,并分別從服務(wù)類型、內(nèi)容、價(jià)格和質(zhì)量四方面獲取客戶的需求,最后將客戶的個(gè)性化特征與需求進(jìn)行結(jié)合,建立客戶個(gè)性化需求模型。(3)為了為客戶定制個(gè)性化的養(yǎng)老服務(wù),針對(duì)“被動(dòng)式”與“主動(dòng)式”的個(gè)性化定制方法,分別進(jìn)行問(wèn)題描述和問(wèn)題建模,然后分別提出基于客戶個(gè)性化需求的服務(wù)定制方法和基于客戶個(gè)性化特征的協(xié)同過(guò)濾算法,最后分別通過(guò)模擬實(shí)驗(yàn)對(duì)算法進(jìn)行對(duì)比和分析。(4)在養(yǎng)老服務(wù)的個(gè)性化服務(wù)定制方法研究的基礎(chǔ)上,運(yùn)用分類和描述的養(yǎng)老服務(wù)資源與客戶的個(gè)性化需求模型,采用個(gè)性化服務(wù)定制算法分別從架構(gòu)、功能、數(shù)據(jù)庫(kù)和技術(shù)等方面設(shè)計(jì)一個(gè)個(gè)性化養(yǎng)老服務(wù)系統(tǒng),并完成系統(tǒng)個(gè)性化服務(wù)部分的開(kāi)發(fā)。
[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.
【學(xué)位授予單位】：哈爾濱工業(yè)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2016
【分類號(hào)】：TP393.09;C913.6
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本文編號(hào)：2459396