基于感知价值的服务失误补救后顾客满意的实证研究

本文在资源交换理论的框架下，提出了一个基于感知价值的顾客补救后满意的整合模型，研究服务失误和补救服务属性的交互作用对顾客感知价值的影响，最终决定顾客补救后满意。研究表明，感知价值对顾客补救后满意有较强的解释作用，同时还证明了服务失误内容和补救服务属性之间的交互作用，确实对顾客感知价值有显著的影响。     

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。     

Comprehensive assessment of patients with irritable bowel syndrome with constipation and chronic idiopathic constipation using deterministically linked administrative claims and patient-reported data: the Chronic Constipation and IBS-C Treatment and Outcomes Real-World Research Platform (CONTOR)

Abstract

Aims

To characterize a US population of patients with irritable bowel syndrome with constipation (IBS-C) or chronic idiopathic constipation (CIC) using CONTOR, a real-world longitudinal research platform that deterministically linked administrative claims data with patient-reported outcomes data among patients with these conditions.     

"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。     

长庆油田井下作业用户满意度评价的发展研究与应用

对长庆油田采油二处井下作业系统开展用户满意度调查的历史状况进行了剖析总结,在引进评价模型的基础上,提出了适用于长庆采油二处井下作业系统的用户满意度测评体系,并进行了具体运用.     

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。     

Market orientation and customer satisfaction: Evidence from British machine tool industry

This paper examines empirically the relationship between market orientation and business performance in the context of British machine tool industry. An industry-specific market orientation scale was developed. Factor analysis revealed that there were four latent dimensions underlying the market orientation: customer orientation, competitor orientation, departmental responsiveness, and customer satisfaction orientation. Findings suggest that customer orientation and customer satisfaction orientation have a stronger impact on performance than the other dimensions, and that competitor orientation has a U-shape relationship with performance. Departmental responsiveness did not appear to be significantly related to the business performance. Managers could use the multidimensional conceptualization to develop particular kinds of orientations required for better performance.     

油田相关行业用户满意指数测评模型与方法研究

用户满意指数是一种全新的宏观经济指标和产品质量评价指标，是企业经营业绩的主要评定内容建立在用户满意指数测评模型理论基础上，借鉴国内外用户满意指数测评体系方法，结合油田的具体特点，构建出油田装备(耐用)行业、油田消耗品(非耐用)行业、第三产业的用户满意指数测评模型。模型反映出各结构变量之间以及结构变量与对应观测变量之间的相互关系：提出了用统计分析系统的含隐变量线性结构方程的协方差分析过程求解该测评模型，揭示了各结构变量之间的相互依赖程度，计算出各个结构变量的指数，最后，对油田某装备的用户满意指数测评结果进行了分析，为企业改进产品质量、提高服务质量提供了切实可行的信息     

Do monetary subjective well-being evaluations vary across space? Comparing continuous and discrete spatial heterogeneity

Using subjective well-being estimations, this study analyzes whether compensating variations vary across space using a cross-sectional data set from Chile. To achieve this goal, it describes and compares two econometric ways of modelling unobserved spatial heterogeneity. Both approaches allow compensating variations to vary across spatial units by assuming some distribution a priori. One method assumes that the spatial heterogeneity can be represented by a discrete distribution (a group of regions that share the same coefficient) and the other that the preferences can be represented by a continuous distribution (each region has a different coefficient). The results show that focusing just on the average estimates of compensating variations, as the applied studies have done so far, masks useful local variation. More empirical studies are needed to assess the advantages and disadvantages of both econometric approaches and how their results compare across a wide range of conditions and samples.