顾客满意度的价值探析

本文从满意度的最新研究进展中对满意度的价值进行探析，将顾客满意度的研究文献分为三个方面：直接体现、间接体现与影响因素研究，并据此提出提升顾客满意度的策略，为企业管理提供借鉴。     

城市公交行业顾客满意度测评及其提升对策——以合肥市为例

城市公交作为城市经济运转的动脉,已经成为国内城市发展规划中的重中之重。然而,目前在城市公交行业占主体地位的国有公交企业却亟待提高营运效益,增强企业活力,以摆脱经营上的困境。立足于安徽省省会城市合肥市的公交行业,通过实证研究与规范研究相结合的方式,针对城市公交行业的顾客满意度测评及其提升对策问题进行了较为深入的探讨。     

"顾客满意"的误区

企业经营者要真正理解“顾客满意”的内涵和外延，从而走出对“顾客满意”认识上和实践中的误区。     

冲动性购买行为的实证分析及其营销策略

消费者的冲动性购买行为是多种因素共同作用的结果。其中，外在刺激起主要影响作用，个人内在因素也有不可忽略的影响。这一研究结果对企业的意义在于：消费者的冲动性购买行为是可诱导、可激发的；企业可以针对冲动性购买行为的影响因素采取相应的营销措施和手段，有效地引导或诱导消费者冲动性购买欲望，从而推动和促进冲动性购买行为的最终实现。     

油田井口防喷器产品用户满意度评价

顾客满意度（CSD）这一指标的测量和利用在现代企业的组织和生产中显得尤为重要。针对CSD测量结果存在主观多、客观少、定性多、定量少的缺点，提出采用多目标决策的对层分析法，并结合加权平均法，阐述油田井口防喷器满意度评价。     

A Semiparametric Method for Valuing Residential Locations: Application to Automated Valuation

This paper is motivated by automated valuation systems, which would benefit from an ability to estimate spatial variation in location value. It develops theory for the local regression model (LRM), a semiparametric approach to estimating a location value surface. There are two parts to the LRM: (1) an ordinary least square (OLS) model to hold constant for interior square footage, land area, bathrooms, and other structural characteristics; and (2) a non-parametric smoother (local polynomial regression, LPR) which calculates location value as a function of latitude and longitude. Several methods are used to consistently estimate both parts of the model. The LRM was fit to geocoded hedonic sales data for six towns in the suburbs of Boston, MA. The estimates yield substantial, significant and plausible spatial patterns in location values. Using the LRM as an exploratory tool, local peaks and valleys in location value identified by the model are close to points identified by the tax assessor, and they are shown to add to the explanatory power of an OLS model. Out-of-sample MSE shows that the LRM with a first-degree polynomial (local linear smoothing) is somewhat better than polynomials of degree zero or degree two. Future applications might use degree zero (the well-known NW estimator) because this is available in popular commercial software. The optimized LRM reduces MSE from the OLS model by between 5 percent and 11 percent while adding information on statistically significant variations in location value.     

Utilizing Printed Media to Understand Desired Leadership Attributes in the People's Republic of China

Using news media as a reliable source, we content analyzed stories on business leaders in two major official Chinese newspapers in three different time periods over the past 20 years. Results show that the reform has brought an increase in stories of business leaders, and in coverage of the desirable leadership attributes relating to Confucian virtues, communist ideologies, and modern management philophies. The results suggest that, by publicizing and adorning specific leaders in both government and business sectors in the official media, the government reinforces the traditional values that are consistent with communist ideologies, and at the same time, it also introduces Western management values to suit the current needs of the society. The results of our study echo the findings of empirical studies on Chinese values that used data collected using other methods. We therefore encourage future research to use the printed media as a potentially valuable source of data for tracking changes in social phenomena in a society over time.     

健全国有商业银行客户经理激励约束机制的思考

目前国有商业银行客户经理激励约束机制的现状呈现明哲保身、角色错位、越权操作、徇私舞弊这4大特征。其根本原因是授权机制尚不完善,角色定位出现错位,监督机制尚不健全,激励约束机制失效。针对这些问题,作者提出了完善国有商业银行客户经理激励约束机制的建议:在激励机制的选择上,要建立物质性激励模式、非物质性激励模式及因人而异的激励模式等多元化的激励组合;在约束机制的选择上,要从制度、技术、文化三个层面建立有效的约束组合;商业银行激励约束机制选择的最终目标是通过两者的最佳组合,建立一个合规、高效的激励环境,实现银行经营目标。     

Buyer-Type Effects in Conservation and Preservation Property Values

Properties can be bought by government agencies, land trusts, or private entities for conservation and preservation purposes, such as farmland preservation, wildlife refuges, other conservation, and cultural and historical preservation. There is variation in the dollars paid per acre across properties and across buyer type. An option value model based on future potential land uses is used to explain much of this variation. The data used in our analysis is sales transactions data for conservation and preservation purposes from throughout the United States. We find that much of the value of conservation properties is derived from future potential land uses, including housing, timber, recreation, and conservation. We confirm that public versus private buyers value options differently, which makes sense from a public good point of view, if markets are thin.     

The Announcement Effect of an Airport Expansion on Housing Prices

The purpose of this study is to examine the influence of the announcement of a new airport hub on housing prices near the airport. While numerous studies of airport noise have found that high noise levels reduce property values, few have been able to measure the announcement effect on values. The results indicate that after controlling to extraneous influences, housing property prices in a 2.5 mile band from the Greensboro/High Point/Winston Salem metropolitan airport declined approximately 9.2% in the post-announcement period. In the next 1.5-mile band, house prices declined approximately 5.7% in the post-announcement period.