第三方物流企业顾客满意度影响因素研究

针对第三方物流企业顾客的特殊性和顾客服务的特点,在分析影响第三方物流企业的顾客满意度指标及权重的基础上,建立起多层次顾客满意度指标体系,并通过重要性-满意度分析,找出顾客满意的关键因素,为第三方物流企业深入把握影响顾客满意度的影响因素,有针对性提出对策提供了新的思路和方法。并展望了今后的研究方向。     

第三方物流顾客满意度影响因素研究

根据第三方物流服务的特征及其发展现状,分析了影响顾客满意度的关键因素,构建了基于服务过程的顾客满意度评价模型,并根据我国第三方物流企业在关键评价指标上的具体表现,提出了提升顾客满意度的对策建议,为我国第三方物流企业改进服务质量和提高顾客满意度提供决策依据.     

第三方物流企业顾客满意度关键影响因素分析

以研究我国第三方物流企业顾客满意度关键影响因素为主题,探索如何通过实施关键影响因素提高第三方物流企业顾客满意度。通过对国内20家提供第三方物流服务企业和100余家使用第三方物流服务企业的面谈和问卷调查,采用效度、相关分析、回归分析等定性分析方法,提出了适合我国第三方物流企业顾客满意度的服务可靠性、完整性等七个维度服务稳定程度、派送方顾客满意情况等十个关键影响因素的理论模型。     

第三方物流服务的顾客满意度研究

分析了第三方物流服务的内容、特征和第三方物流企业应对激烈竞争的策略,进而介绍了顾客满意度理论,探讨了顾客满意的机制,然后提出第三方物流企业员工满意度和顾客满意度的评价指标体系和测算模型,为企业实施顾客满意战略提供了参考;最后提出了第三方物流企业实施顾客满意战略的意义。     

第三方物流服务的顾客满意度研究

分析了第三方物流服务的内容、特征和第三方物流企业应对激烈竞争的策略,进而介绍了顾客满意度理论,探讨了顾客满意的机制,然后提出第三方物流企业员工满意度和顾客满意度的评价指标体系和测算模型,为企业实施顾客满意战略提供了参考;最后提出了第三方物流企业实施顾客满意战略的意义.     

第三方物流企业顾客满意度研究

第三方物流是一个服务过程，同样需要研究顾客满意度。它服务的顾客对象是企业而不是个人顾客，因而满意度不同于一般企业。第三方物流企业要通过顾客满意度的提升来培育竞争优势。     

基于客户价值和满意度的第三方物流服务模式分析

首先综述和探讨了物流企业客户价值和满意度的相关理论,接着从顾客抱怨管理系统、顾客流失评估系统和顾客满意度调查机制三个方面构建了第三方物流服务模式中客户价值和满意度评价系统,最后重点研究了客户价值和满意度管理在第三方物流企业物流服务中的应用模式,构建了第三方物流企业客户价值和满意度创造模型,并提出了第三方物流企业客户价值和满意度的测量评价方法.     

制造业第三方物流管理决策分析

本文对第三方物流管理的特征及制造业实行第三方物流管理的决策过程、实施步骤等进行了详尽的讨论分析。作者认为只有物流联盟合作双方充分理解和把握第三方物流管理的特征，并遵循正确的管理流程，第三方物流管理才能取得真正的成功。 进入九十年代以来，第三方物流管理作为一个新兴的事业形态和物流管理模式，在世界各国得到了高速的发展，引起了广大企业界和理论界的关注。经济全球化发展使得国际竞争国内化、国内市场冈际化的趋势日益明显，为适应市场竞争的需要、提高顾客服务满意度，现代制造业越来越关注自身的核心业务，而把物流管…     

基于Kano模型的广东第三方物流企业顾客满意度实证分析

运用Kano模型,针对广东第三方物流企业顾客满意度低下问题,设计问卷并进行抽样调查,研究了影响广东第三方物流企业顾客满意度的5种质量因素,并进一步提出了提高广东第三方物流企业顾客满意度的措施.     

基于Kano模型的广东第三方物流企业顾客满意度实证分析

运用Kano模型,针对广东第三方物流企业顾客满意度低下问题,设计问卷并进行抽样调查,研究了影响广东第三方物流企业顾客满意度的5种质量因素,并进一步提出了提高广东第三方物流企业顾客满意度的措施。     

多因素顾客满意度总体评价计算方法研究

作者在研究顾客满意度评价计算方法的基础上，提出了采用模糊综合评价计算方法总体评价多因素顾客满意度的论点。该论点有益于多因素顾客满意度总体评价活动的科学发展。     

Do Boards of Directors Influence Corporate Sustainable Development? An Attention‐Based Analysis

Following the attention‐based view of the firm (ABV), boards of directors’ link to corporate sustainable development (CSD) could be dependent upon certain attention structures: valuation of environmental stimuli, rules of the game and the players. Studying a sample of large Australian firms, the findings indicate that the proposed attention‐directing structures do appear to be linked to CSD in a manner consistent with the ABV. Specifically, creating awareness through scanning efforts links boards to CSD. Stakeholder debate, as a boardroom rule, is also significantly associated with CSD. Furthermore, as a so‐called ‘player’ on the board, women directors have a moderating effect on the relationships between environmental scanning, stakeholder debate and CSD. The findings are discussed along with limitations and directions for future research. Copyright © 2018 John Wiley & Sons, Ltd and ERP Environment     

油气安全监督企业用户满意度测评研究

买方市场条件下,用户满意度成为现代企业真正的生命线。油气安全监督企业作为重组后的专业化机构,其本质上提供的是一种技术服务,其服务质量始于用户需求,终于用户满意。我国油气安全监督企业开展用户满意度测评,不仅有助于树立安全监督服务意识,提高安全监督服务质量,减少和杜绝安全事故发生,从而更好地满足用户需求,创造更多的客户价值,而且有助于改善和构建和谐的客户关系,树立良好形象,改进质量管理体系,增强竞争力,实现安全监督企业的可持续发展。本文在强调这一重要性的基础上,分析了其测评目的,确立了以安全监督品质、安全监督能力、安全监督履职和企业监管形象为主要因素的测评体系,着重论述了测评方法即加权平均法,并结合具体案例予以说明,最后指出了测评中应注意的若干问题,为加强和改善安全监督企业经营管理,提高用户满意度和忠诚度,提升经济效益与社会效益,实现安全生产和促进社会和谐提供新思路。     

Performance of microfinance institutions in Europe—Does social capital matter?

This paper investigates performance drivers of microfinance suppliers in Europe. As such suppliers, in contrast to advanced microfinance suppliers in developing economies, typically focus on uncollateralized microcredit services to individuals at the margins of society and of labor markets, we draw on the theory of social capital and empirically investigate the role that social capital may play in the overall performance of European microfinance suppliers. We build a unique, unbalanced panel data set of 302 microfinance service providers in Europe covering the years 2008–2015, and measure their performance in terms of credit risk, financial and social performance, and efficiency. Pursuing an econometric approach, we test a series of hypotheses using various measures of conditions conducive to building social capital on both the institutional and the country level, such as the client base of a microfinance supplier and the level of cultural fractionalization in a society. Our findings confirm that a higher intensity of social capital is positively associated with all areas of the performance of microfinance suppliers in Europe. Our conclusions could help in the design and launch of microfinance institutions in those European countries in which microfinance markets are developed not at all or only to a very limited extent. Our paper thus contributes to the nascent literature on microfinance in developed economies by applying and extending the theoretical framework and empirical models on social capital and microfinance that were originally elaborated for developing economies.     

Managing AIDS in Africa: HRM challenges in Tanzania

The impact of the AIDS epidemic in developing countries, and in Africa in particular, is now a matter of great concern to policy makers, managers, and academics on a global scale. The magnitude of the potentially disastrous effects of the disease has severe implications for management in organizations, and, in particular, for HRM. The AIDS epidemic is imposing, and will continue to impose, in the foreseeable future, a significant burden on the way people are managed. Little has been written on HRM in Africa, and the present literature on AIDS and HRM in Western societies is inappropriate and insufficient in relation to African organizations. Fifteen organizations in Tanzania took part in this study, which is probably the first of its kind, to produce a picture of current developments and approaches in managing people under the threat of AIDS.     

A PATCHWORK SAFETY NET: A SURVEY OF CLIOMETRIC STUDIES OF INCOME MAINTENANCE PROGRAMS IN THE UNITED STATES IN THE FIRST HALF OF THE TWENTIETH CENTURY

Abstract Social welfare programs in the USA are designed to serve as safety nets for people in hard times, in contrast with the universal approach found in many other developed western nations. In a survey of cliometric studies of social welfare programs in the USA, we examine the variation in the safety net in the USA across states in the 20th century, the determinants of the variation and its impact on socioeconomic outcomes. The USA has always displayed substantial variation in the extent of the safety net because the features of most public social welfare programs have been and currently are determined by local and state governments, even after the federal government became involved in the 1930s. Differences across states persist strongly for typically a decade, although the persistence weakens with time, and there are some periods when federal intervention led to a re‐ordering. The rankings of state benefits differ from program to program, and economic and political factors have different weights in determining benefit levels in panel data estimation of their effects. Variation in benefits across programs during the early 1900s had significant impact on labour markets, economic activity, family formation, death rates and crime.     

The Geography of Innovation in China and India

The BRICS countries in general, and China and India in particular, are now widely regarded as the areas of the world likely to challenge the economic leadership of the United States (US) and the European Union (EU). A large part of this challenge will come from rapid technological catch‐up by China and India. Yet, despite a recent rise in interest, there is limited knowledge about how and where innovation takes place in these two leading emerging countries and to what extent the Chinese and Indian territorial systems of innovation differ from those in the EU or the US. In this article we explore the geography of innovation in China and India, concentrating on understanding key territorial‐level innovation trends by country, region and technology field, using the US and the EU as benchmarks. We find significant contrasts between the geography of innovation in China and India and that of the US and the EU. First, the degree of concentration of innovative activities in both countries is extremely high. Levels of agglomeration of innovation in the coastal provinces of China, as well as in Delhi and the South of India, significantly exceed the levels of agglomeration found in the USA and the EU. Secondly, China has witnessed a more rapid increase in the degree of concentration of innovation than India. We posit that the differences in the geography of innovation between, on the one hand, China and India and, on the other hand, between these countries and the developed world are rooted in different institutional settings, different systems of innovation and different national innovation strategies.     

Citizen Participation in Urban Governance in the Context of Democratization: Evidence from Low‐Income Neighbourhoods in Mexico

Participation has recently been subject to renewed attention and critique in the context of neoliberal urban governance. This is especially relevant in countries where decentralization and democratization in the context of neoliberalism have led to increased promotion of local‐level participation. This article suggests that current critiques of participation's potential for democratic citizen engagement in a neoliberal context would benefit from further reflection on how participation is implemented in contexts, particularly the global South, where neoliberalism and democracy may be understood differently. Different ‘cultures of engagement’ in specific settings suggest that understandings and practices of participation draw on different traditions, including corporatism and self‐help. This article seeks to add to the debate by exploring the socio‐spatial consequences of participation structures in low‐income neighbourhoods in a provincial Mexican city. Based on qualitative research in two low‐income neighbourhoods in Xalapa, Mexico, it examines how the provisions of the local citizen‐participation framework compare with residents' experiences of it. Formalized conceptions of participation, framed as involvement in service provision, interact with and shape residents' activities in developing their neighbourhoods. This has consequences for urban development there, including the reflection and reproduction of social and spatial marginalization.     

Interference among conflicting institutions and technical-economic conditions: the adoption of the Assessment Center in French,German, Italian,UK, and US multinational firms

We analyze the adoption of the Assessment Center (AC), one of the most complex human resource management techniques, in 161 British, French, German, Italian and US multinational firms both at the headquarters and in their Italian subsidiaries. Combining both quantitative analysis and qualitative accounts, we investigate how different and partially contradictory institutional influences stemming from national business systems and professions, global corporate networks and professions, and different technical-economic conditions affect the adoption of the AC. Our study shows that AC-diffusion is similar at headquarters level in all national contexts, testifying to the paramount importance of transnational institutions of Anglo-American origin for MNCs of any nationality, despite great local variation in the degree of institutionalization of the AC, which ranges from fully-fledged support in culture and the professions as, for example, in Germany, the UK and the USA, to weak or negative backing as in France and Italy. However, the study also reveals how different characteristics of the corporate field of firms with headquarters in different countries, as well as organizational size and labor market conditions, still explain adoption of the AC in their subsidiaries in Italy.     

浅析高校开放实验教学的现状及意义——基于杭州下沙高教园区的研究

本文以高校开放实验教学为研究对象,对杭州下沙高教园区多所高校的实验教学现状进行调查和分析,探讨当前高校培养大学生在实践教学环节存在的问题与不足,进而提出解决问题的方法和措施,凸显高校开放实验教学在我国高等教育中的作用和意义。