利用多目标决策研究零售业中供应商的选择问题

首先分析了选择供应商的一般因素,其次根据零售业的特点,对零售业中影响供应商选择的因素进行了分析与提取．提出六大因素,即提前期、毛利润、销售历史、成本、产品多样化、产品知名度。针对六大因素建立了供应商选择指标的层次结构模型。依据结构模型,采用多目标规划方法解决零售业中供应商选择问题,建立了零售业中供应商选择的数学模型,并应用层次分析法详细进行了算例演示。最后对研究内容提出了不足及对未来研究的展望。     

基于SERVQUAL模型的零售业服务质量测评——以百脑汇郑州店为例

服务逐渐成为零售企业竞争的关键要素,零售业服务质量的高低决定了获取顾客满意的能力和水平。本文以SERVQUAL模型为基准,以百脑汇郑州店为研究对象,运用问卷和访谈的形式,对郑州市零售业服务质量的顾客感知和顾客期望进行调查分析,发现了其中的服务差距。调查发现:在服务质量五大属性中,移情性服务差距最小(0.875),而反应性服务差距最大(1.461)。在等权重下,卖场的服务质量SQ值为42.9分。在不等权重下,卖场的服务质量SQ值为41.5分。因此,郑州市零售业应在反应性、销售人员行为举止的可信赖性、销售人员报价的合理性上加强工作。     

供应商关系管理及其在零售业中应用的探讨

随着市场竞争的日益激烈,供应商和买方之间由过去你退我进的单赢关系已逐步转变为以共赢为目标的合作伙伴关系.零售业作为我国入世后最先全面开放的行业之一,与供应商之间建立互惠互利的合作关系,打造高效率的供应链系统,进行科学的供应商关系管理,是提高竞争力的有力途径.本文回顾了供应商关系的发展演变过程,分析了目前零售业中供应商关系存在的种种问题,从供应商评选、与供应商合作方式、供应商绩效评价、供应商风险防范等方面对零售业如何进行供应商关系管理进行了探讨.     

零售业服务质量评价实证研究

自美国学者Dabholkar提出零售服务质量评价量表以来,韩国和我国的学者分别在当地进行了验证,但验证结果大相径庭。本文借鉴Dabholkar和我国学者所采用的零售服务质量评价变量,征询顾客意见后稍作调整,对顾客进行问卷调查,发现他们提出的量表维度结构不能得到验证,本文通过探索性因子分析,提出一个包括信赖性、响应性、便利性、外观、商店政策五维度的零售业服务质量评价模型,经过二阶因子分析,验证该模型具有良好的拟合性,可用于评价零售业的服务质量。     

基于数据挖掘的零售业客户细分研究

文章根据基于购买行为的客户细分方法,运用数据挖掘中的聚类分析和决策树分类技术,对零售业客户细分模型进行了研究、建立及实验分析,为零售业客户细分提供了一种有效而实用的分析方法。     

我国零售业供应链低碳化构建研究

文章就我国零售业供应链低碳化构建展开了研究,首先对零售业供应链管理进行了概述,而后针对我国零售业供应链管理的现状进行了研究,并结合本次研究提出了选取适当的供应商、发挥零售企业核心地位、构建零售企业低碳供应链等策略。     

中国零售业服务质量研究对比分析:2005─2010

零售业服务质量不仅影响顾客满意度,还会影响顾客忠诚度。目前,国内对零售业服务质量的研究不仅限于服务质量量表的探索性研究,还涉及到对顾客满意度和忠诚度影响的实证研究。未来的零售业服务质量研究除了在多个业态方向继续深入外,服务质量量表的探索性研究也会加大力度,而服务质量与顾客满意度及忠诚度的关系会是研究的重点。     

数据挖掘技术在客户关系管理(CRM)中的应用

首先介绍当今消费者的购物和消费心理,从而指出在零售业中的CRM应将重点放在哪些方面,最后介绍了DM在零售业中的CRM中的运用,就如何获取客户、客户保持及客户忠诚度方面与DM结合进行了阐述。     

探索制定“以客户为导向”的服务质量标准

随着现代服务经济的发展,原来以供应商为中心的服务质量标准,已不能适应企业进一步提升服务水平的需要.上海市自来水市北有限公司在先进服务理念和方法的应用和实践的基础上,从分析影响客户感知的所有服务接触界面着手,通过客户感知服务优先排序,构建新的服务标准基本框架,寻求客户服务与成本的最佳平衡,进而制定以客户为导向的服务质量标准,为持续推动企业服务质量的提高起到了积极的促进作用.     

数据挖掘技术在客户关系管理(CRM)中的应用

首先介绍当今消费者的购物和消费心理,从而指出在零售业中的CRM应将重点放在哪些方面,最后介绍了DM在零售业中的CRM中的运用,就如何获取客户、客户保持及客户忠诚度方面与DM结合进行了阐述.     

提升零售业采购绩效的策略

零售企业的服务对象是广大消费者,其上游企业提供的产品质量以及交货的及时性等因素都将直接影响到顾客的满意度。文章主要针对零售企业采购物流的研究,提出了提升零售企业采购活动绩效的2个方法：电子采购解决方案和供应商关系管理策略。     

Managing the performance of outsourced customer contact centers

This research focuses specifically on customer contact services that have been outsourced to external suppliers. The performance of the contact services supplier directly affects end customer satisfaction which underlines the need for appropriate management of customer contacts and consideration of the end customer's perspective in designing appropriate key performance indicators (KPIs). This research draws on various streams of literature including services purchasing, performance management and service quality to derive propositions on how to manage customer contact services suppliers. These propositions are subsequently investigated in an in-depth case study. The results of the case study show that managing customer contact services suppliers on effectiveness rather than efficiency benefits the overall performance of the supplier. This research shows that quality improvements in both process and service delivery ultimately lead to decreased costs. These improvements will furthermore enhance customer satisfaction and improve buying company performance. The current trend in selecting and managing suppliers for outsourced business processes is on efficiency improvements and cost savings. However, this research shows that this type of focus can actually decrease customer satisfaction and increase costs.     

Supplier evaluation in local public services: Application of a model of value for customer

A methodology for evaluating the supplier's performance in a standardised public service is presented with a theoretical application to the water service. It aims at supporting the managers in their efforts to improve the service provided. The basic concept is that the quality of service depends on the quality of the supplier's performances. It is then possible to determine such performances in terms of technical and functional quality as linked with customer satisfaction. It can be expressed in terms of the prevalent value model for the users and the quality of interaction between customer and supplier is a function of the quality of service provided (Q_s). An agent-based model can be defined for simulating the interaction among the actors.     

浅议指导生产性服务外包的管理理念

本文提出了进行生产性服务外包管理的三大主要理论基础:顾客满意理论、零缺陷质量管理理论和供应链管理理论,分别从顾客需求挖掘、生产性服务过程控制和服务供应商关系管理三个方面阐述三大理论对生产性服务外包管理模式构建的指导作用。     

“牛鞭效应”下的供应链库存管理研究

为发挥库存在企业的运作过程中的作用。改善客户服务水平,在库存位置接近客户时,满足较高的客户服务要求。文章在讨论供应链库存管理中牛鞭效应的基础上,主要研究供应链库存管理办法,提出了供应商的库存管理、联合库存管理和利用第三方物流供应商来管理库存三种方法。使得适当的库存存在不仅保证销售活动的顺利进行,而且提高了实际销售量,有助于降低采购和运输成本,产生一定的经济效益。     

The impact of supply-side electronic integration on customer service performance

Although information technologies have been expected to directly enhance firm performance in specific value chain activities (e.g., supplier performance or customer service performance), their advanced capabilities offer the promise of organizational integration and spill-over benefits. Enterprise systems provide firms with platforms for electronically integrating their supplier and demand chain activities. Spill-over benefits refer to the impacts that occur when IT investments in one organizational domain benefit performance in a different value chain side of the firm. Supply-side electronic integration (SEI) refers to the use of electronic means to integrate the exchange of information and transactions with suppliers through enterprise systems. In our research, we examine whether SEI generates spill-over effects on customer service performance, over and beyond firms’ direct investments in customer-side digitization. We also examine whether structural attributes of the firm (e.g., vertical integration, diversification, and centralization) moderate the effects of supply-side electronic integration on customer service performance. Our analysis of a secondary dataset of InformationWeek 500 firms shows that SEI helps firms realize cost-savings in their customer service performance, especially if they are less vertically integrated. In addition, SEI investments help diversified and centralized firms achieve cross-selling with their customers. We also find that SEI is more likely to help decentralized and diversified firms achieve customization in their customer service activities. These results suggest that SEI helps firms achieve twin goals in customer service: cost reduction and revenue expansion. Overall, our research reveals how supply-side electronic integration could generate benefits in customer service performance in firms.     

基于价格折扣的物流服务供应链协调模型研究

在一个物流服务集成商与一个物流服务提供商及一个客户构成的物流服务供应链中,文章建立了各个利益主体的利润模型及物流服务供应链的整体利润模型,并分别求解了其最优解,通过对模型的分析和求解,得出各个利益主体与整体供应链的最优解存在矛盾。为了协调这个利益矛盾,提出了利用价格折扣契约来对物流服务供应链进行协调,并计算得出价格折扣系数的取值范围,最后给出了算例以证明这种契约对物流服务供应链的协调具有有效性。     

Impact of eBusiness technologies on operational performance: The role of production information integration in the supply chain

While the information technology (IT) literature is mixed regarding the direct benefits of eBusiness technologies on performance, the impact of such technologies on supply chain practices remains largely an unexplored area of research. We hypothesize that while there may be no direct benefit of eBusiness technologies on performance, these technologies might support customer integration and supplier integration in the supply chain, which in turn might impact operating performance.To examine our hypotheses, we collected data from respondents who focused their responses to a single major product the process that manufactures it, a significant customer, and an important supplier. Our analyses showed that there was no direct benefit of eBusiness technologies on performance; however these technologies supported customer integration and supplier integration. Further, supplier integration was found to positively impact cost, quality, flexibility, and delivery performance; however there was no relationship between customer integration and performance. Consequently, there is a relationship between eBusiness technologies and supplier integration that leads to better performance. Further, there is an interactive effect between customer integration and supplier integration that supports the notion that firms that have both forms of integration, supported by eBusiness technologies, significantly outperform the others.     

零售服务方式创新内容、模式与路径——基于四维度模型

供过于求的市场态势使得同业态零售企业售卖的商品在质量、档次、性能和款式方面基本无差异。而对于企业而言,价格竞争不能超过成本的底线;质量竞争不能超越技术的发展;品种选择也是有限的。本文从零售企业业务特点出发,指出零售服务方式创新须以顾客价值为导向,并运用服务创新模型——四维度模型进行零售企业服务创新内容研究,最后提出了零售企业服务创新模式和路径。