基于正态云模型和关联规则的客户汽车维护服务推荐-管理科学与工程专业论文.docxVIP

武汉理工大学硕士学位论文本论文对客户汽车维修行为的分析研究，可以为服务商形成主动适时的服 武汉理工大学硕士学位论文 本论文对客户汽车维修行为的分析研究，可以为服务商形成主动适时的服 务方案提供理论和方法上的支撑。一方面使客户能够享受到最合适的服务，另 一方面可提高服务商的服务效率，避免服务资源的浪费，提高客户关系的质量。 关键词：正态云模型，关联规则，维修保养，服务推荐 Ⅱ 武汉理工大学硕士学位论文Abstract 武汉理工大学硕士学位论文 Abstract As all increasingly competition in auto industry now,the competitive object gradually turns from products to services．Hi．曲quality after-sale service becomes one of the effective means that are used to retain customers and improve the enterprises‘competitiveness．After-sale service contains a range of service processes and the vehicle maintenance service is the important．The auto enterprises find customers’maintenance habits based on customers’maintenance behaviors and recommend more exact and reasonable value·added services to customers according to the customers’maintenance h曲its，which heIp to increase customers’satisfactions， enhance customers’loyalty,increase profits of enterprises and enhance enterprises’ competitive advantages．Therefore，this studE has important theoretical and practical value． Tllis paper studies in the contents of finding customers’maintenance habits and recommending maintenance services．This paper USeS the uncertainty artificial intelligence；data mining and service recommend IT technology and management theory and methods to classify customers according tO the custOmers’vehicle maintenance behaviors． Tllis paper researches each type of customer base vehicle maintenance habits to provide accurate appropriate service recommendations，to enhance customers’ satisfactions and to make the vehicle 4S shops gain the upper hand in the fierce competition．，nle main content of this paper is as follows： Firstly,this paper does research in four areas of car after-sale service,cloud model，association rules and services recommendatiOn by reading a large number of domestic and international literatures． Secondly,this paper construct the normal cloud model for customer classifications and the association rules model based on custo