Applying quality function development to develop the home delivery service model for specialty foods in traditional market

Mu-Chen Chen, Chia Lin Hsu, Ying Yi Lee

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Although a few studies have been done to investigate the issue of new service development (NSD) in an emerging market, it is deficiency in the development of home delivery service (HDS) for specialty foods in traditional market. Thus, this study takes a Taiwan's HD companies as a subject and uses quality function deployment (QFD) to develop the home delivery service model based on NSD model. In the area of voice of customer (VOC), the results reveal that e-shoppers put emphasis on the security of personal information and trading mechanism. As for HDS for specialty foods in traditional market, customers pay attention to the speed of delivery service, freshness of foods and quick responses from HD companies when any problems happen during delivery. Furthermore, in the area of voice of engineering (VOE), the main suggestions for improvement are training staff, setting up a brand, and strengthening system effectiveness and information safety.

Original languageEnglish
Title of host publication2012 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2012
PublisherIEEE Computer Society
Pages1741-1745
Number of pages5
ISBN (Print)9781467329453
DOIs
StatePublished - 1 Jan 2012
Event2012 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2012 - Hong Kong, China
Duration: 10 Dec 201213 Dec 2012

Publication series

NameIEEE International Conference on Industrial Engineering and Engineering Management
ISSN (Print)2157-3611
ISSN (Electronic)2157-362X

Conference

Conference2012 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2012
CountryChina
CityHong Kong
Period10/12/1213/12/12

Keywords

  • New service development
  • home delivery service
  • quality function deployment
  • specialty foods

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  • Cite this

    Chen, M-C., Hsu, C. L., & Lee, Y. Y. (2012). Applying quality function development to develop the home delivery service model for specialty foods in traditional market. In 2012 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2012 (pp. 1741-1745). [6838045] (IEEE International Conference on Industrial Engineering and Engineering Management). IEEE Computer Society. https://doi.org/10.1109/IEEM.2012.6838045