With the development of e-commerce, the importance of last mile delivery has increased and is being actively studied. These studies are mainly concerned with delivery planning, and a few focuses on customer satisfaction. If the relevance of customer characteristics and needs can be understood from the data, better services can be provided. Therefore, in this study, we analyzed the data on posted complaints regarding delivery. The proposed analysis method extracts segments of dissatisfaction by applying nonlinear clustering DBSCAN to the semantic space obtained by Word2vec. The relationship between dissatisfaction and lifestyle was analyzed by applying a correspondence analysis between dissatisfaction and customer attributes. For example, the data analysis confirmed that there is a difference in the tendency toward dissatisfaction and needs between married female, such as housewives and part-time workers, and men, such as technical company employees. Based on these results, it can be expected that the proposed method will function effectively as a guideline on how to respond and what services should be provided considering customer attributes when further enhancing customer satisfaction.

Occupational stress suffered by care workers is supposed to be related with work performances and turnover rates of care facilities, which is highly significant for the development of nursing care industry. Through a comparative analysis of occupational stress suffered by long-term care workers in Japan and China, the present study attempted to discover the kinds of job-related stress care workers tended to have and what the principal underlying factors resulting in high levels of stress may be in each country. Data were collected by a questionnaire survey using the Brief Job Stress Questionnaire (BJSQ) from 3 facilities in China and 3 facilities in Japan, and then the obtained data were analyzed by cutoffpoint method and k-clustering method to discover the difference of stress suffered by nursing care workers in the two countries. Besides, discriminant analyses were also used to find out how stress may differ by country, gender, working night shift or not. According to the results, the occupational stress suffered by Chinese respondents was averagely lower than Japanese respondents, and the occupational stress is different for workers with different gender and workers working with night shift or not. Generally, the present study discovered the difference of occupational stress suffered by different crowds working in Japanese and Chinese long-term care facilities using the method of cutoffpoint method, k-clustering method, and discriminant analysis method. Besides, key related factors are identified for different crowds of respondents,and corresponding suggestions are presented for improving occupational stress management.

In this paper, we develop a pricing model for rental services for products whose expected value after purchase is subject to significant uncertainty. Such rental services allow customers to pay a portion of a product’s price as a rental fee to use the product for a trial period of a given length. At the end of the trial period, users satisfied with the product may purchase it by paying the difference between the product price and the rental fee, whereas users not satisfied with the product may simply return it. We construct a pricing model for services offering this increased purchasing flexibility to customers, and then use our model to determine the optimal product price and rental fee at which corporate profit is maximized. Our results indicate that, for products expected to deliver relatively high satisfaction, offering rental services can increase overall demand and expected profit.