运用CRM开展图书馆服务

CRM是通过对客户信息资源的管理,来提高客户对企业产品和服务的满意度。企业的客户关系管理与图书馆的读者管理具有一定的相似性。本文深入理解了CRM的内涵,分析了运用CRM开展图书馆服务的必要性、可行性,以读者为中心,分别从读者信息的获取、挖掘及运用角度,具体讨论了CRM在图书馆服务中的应用,最后预测了将CRM运用于信息服务工作的前景。     

以顾客价值为中心的战略定位

行业界限的模糊化和顾客需求的多样化和多变化,使得以竞争对手为焦点的战略定位越发显得不足,而以顾客价值为焦点的战略定位走入大家的视野。本文主要从这个角度重点论述了如何进行顾客价值分析,以及如何基于此进行战略定位。     

客户价值及其在产品评价中的应用

对传统客户价值概念进行了扩展 ,建立了价格驱动的客户价值趋近函数模型 ,为优化产品配置、提高价格的竞争力提供了参考。在客户价值趋近模型的基础上 ,提出了基于客户价值的产品评价方法 ,并结合汽车行业进行了具体应用 ,证明了方法的有效性和实用性。     

如何提高物流咨询的服务质量

分析物流咨询服务的特点,包括知识性、异质性、客户参与性和影响重要性,总结了影响咨询服务质量的五个维度的内容,提出了相应的提高物流咨询服务质量的中长期策略。     

基于涉入理论的客户关系管理与客户知识管理整合研究

通过对客户知识能力及其结构的解释和分析,阐明了客户知识管理流程的重要性,并对目前企业的客户知识管理活动进行分类比较,在此基础上结合涉入理论中的客户决策流程,提出了一个较为完整的客户关系管理和客户知识管理的"双维度"整合模式,企业借助于该模式,可以有效地运行CRM系统,及时获取客户知识,最终使企业获得竞争优势和长远发展。     

中国航空货运顾客价值动因的实证研究

通过考察中国航空货运,建立航空顾客价值的决定因素与动态性理论模型,运用结构方程方法对其检验,结果表明:时间因素和便捷性因素是影响货运顾客价值的核心要素,价格因素已退之其次,而且来自竞争者、服务商、顾客、宏观环境的变化都对顾客价值动态性有显著影响。     

Estimating Krugman’s Economic Geography Model for the Spanish Regions

This paper estimates Krugman’s (J Polit Econ 99:413–499, 1991) economic geography model using data from the Spanish NUTS 3 regions. The econometric formalization endogenously determines wages in a region as a function of income and wages in other regions. The specification adopted also allows us to study the relation between the agglomeration of economic activity, increasing returns and market access. The first result obtained is that the Spanish economy exhibits a spatial wage structure: wages in a region are positively determined by income and wages in neighboring regions. In second place it is found support for the structural relations of the underlying theoretical model, indicating the importance of scale economies and transport costs in shaping the Spanish economic geography.     

企业间专业化分工与产业集群组织发展——基于交易费用的分析视角

从劳动的专业化分工入手,本文通过揭示产业集聚降低区域企业交易费用,指出发生在产业关联企业间而不是企业内的专业化分工是产业集群组织发展的基本动力。大量的产业关联企业在区域内聚集发展,不仅能够降低企业内生交易费用,而且能够降低外生交易费用,使人们劳动的专业化分工深化沿着大量地理接近的企业间而不是数量有限的企业内进行,从而为产业集群发展给出了一个具有新制度经济学含义的理论解释。     

企业在同质产品市场的差异化战略行为——一个对我国反垄断立法的产业组织理论解释

我国在加入WTO后,一些重要的服务领域面临着全面对外开放。由于转换成本的存在,使得该领域中本来在购买前功能相近的同质商品或服务,在购买后成为异质的商品。企业因而拥有相对于消费者的事后垄断的权力。为此,企业有动机在初期采取战略行为吸引消费者。这既缓和了后续阶段的企业间竞争,也在整体上将该行业的产品价格维持较高水平。它可能会降低社会效率和消费者福利。文章通过分析企业间在同质商品市场竞争的市场效果和福利后果,为在我国该领域反垄断立法提供了理论解释。     

Incentive Regulation of Prices When Costs are Sunk

We present a model featuring irreversible investment, economies of scale, uncertain future demand and capital prices, and a regulator who sets the firm’s output price according to the cost structure of a hypothetical replacement firm. We show that a replacement firm has a fundamental cost advantage over the regulated firm: it can better exploit the economies of scale because it has not had to confront the historical uncertainties faced by the regulated firm. We show that setting prices so low that a replacement firm is just willing to participate is insufficient to allow the regulated firm to expect to break even whenever it has to invest. Thus, unless the regulator is willing to incur costly monitoring to ensure the firm invests, revenue must be allowed in excess of that required for a replacement firm to participate. This contrasts with much of the existing literature, which argues that the market value of a regulated firm should equal the cost of replacing its existing assets. We also obtain a closed-form solution for the regulated firm’s output price when this price is set at discrete intervals. In contrast to rate of return regulation, we find that resetting the regulated price more frequently can increase the risk faced by the firm’s owners, and that this is reflected in a higher output price and a higher weighted-average cost of capital.