Innovative solutions for enhancing customer value in liner shipping
In: Transport Policy. Elsevier: Oxford. ISSN 0967-070X; e-ISSN 1879-310X, more
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| Keyword |
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Customer value; Innovation; Liner shipping; Container shipping; Fuzzy quality function deployment |
| Authors | | Top |
- Lam, J.S.L., more
- Zhang, X.
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| Abstract |
In liner shipping, business conditions have become tougher in recent years in an already very competitive industry. Retaining customers and trying to attract new customers are crucial for liner companies’ survival. Thus, it is vital for liner companies to deliver superior customer value with limited resources. This study aims to introduce 7 innovative solutions as design requirements (DRs) and examine to what extent these 7 solutions facilitate to enhance 5 proposed customer values (CVs) in liner shipping. CVs and DRs are identified based on literature analysis and then validated by interviewing academic and industry professionals. A case study of K Line provides insight of the relationship between the CVs and DRs. The Fuzzy QFD approach is deployed to analyze the relative importance of each DR. The results reveal that “Use of Eco Ship and Eco Container Technology”, “Big Data Solution for Ship Information Management” and “Automation and Digitalization of System” are the three most effective innovative solutions for enhancing customer value in liner shipping. |
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