Logistics service design for cross-border E-commerce using Kansei engineering with text-mining-based online content analysis

Relevance to industry: this study offers an exemplification on applying the integration of Kansei engineering and online content analysis to obtain ideas for the process Kansei design in service industry. Our findings imply that in addition to conventional customer survey, user generated online content analysis should be effective way of catching customer-oriented design elements; they provide complementary effects for Kansei design.