浅谈客户关系管理和价值创新

现代企业客户关系管理是改善客户关系、降低交易成本、扩大市场份额、提高经济效益的一项非常重要的管理内容。它致力于最大化客户的价值和提高公司的利润。文章先对客户关系管理对企业的重要性进行了分析，指出其对企业的价值所在；接着以星巴克公司为例，分析说明了在企业客户关系管理过程中运用价值创新战略对企业价值创造的帮助。     

新疆劳动参与率偏低的原因分析

本文通过对新疆和全国劳动参与率的比较分析,得出新疆地区的劳动参与率明显低于全国水平,并对此产生的原因作了简要分析。除了各种宏观经济因素外,与新疆地区推行特殊的少数民族生育政策而带来的高幼儿扶养比和该地区传统的小富则安缺乏竞争意识的思想观念也有很大关系。     

顾客满意策略与顾客满意营销

在情感消费时代，企业不再以质量达标、自己满意为经营理念，而是以顾客满意、赢得顾客高度忠诚为经营理念。企业营销策略不再以争取或保持市场占有率为主，而是以保持顾客份额和顾客忠诚为主。而顾客满意策略正是企业获取顾客“货币选票”的制胜法宝。以顾客至上为理念，让顾客参与产品设计、提供全程高附加值的服务、个性服务、培育顾客忠诚，是CS时代顾客满意营销的主要策略。     

虚拟品牌社区顾客体验会带来其价值共创行为吗--基于手机虚拟品牌社区的实证研究

本文以顾客体验为切入点,基于价值共创理论、心理所有权理论和互惠规范理论,并运用于S-O-R理论框架,构建了虚拟品牌社区下,顾客参与价值共创行为产生的影响路径模型,通过问卷调查与实证分析得出:第一,顾客信息体验和娱乐体验越强,其参与价值共创的意愿程度越高,心理所有权部分中介了二者的促进关系;互动体验强化了社区顾客的心理所有权,并经由心理所有权的完全中介提高其参与共创意愿。第二,顾客参与共创意愿程度越高,其价值共创行为就越容易出现,社区的互惠规范正向调节了二者的关系。     

公民参与网络反腐的意愿及影响因素研究——基于武汉市调研数据的分析

文章运用Logistic回归模型,基于武汉市调研数据,从实践角度透视和思考公民参与网络反腐的意愿及影响因素。研究发现,大部分接受调研公民参与网络反腐的意愿较高;政府信任对公民参与网络反腐意愿的负向影响非常显著;年龄的负向影响比较显著;月收入的正向影响一般显著;性别、受教育程度和单位类别对其参与意愿的影响不显著。     

A two-generation new product model by considering forward-looking customers: Dynamic pricing and advertising optimization

Nowadays, one of the challenges of the firm managing multi-generation products is the forward-looking behavior of customers. Anticipating the introduction of a newer generation affects the demand and sales volume of the current generation and next generation. In this research, we investigated how to efficiently structure the pricing and advertising strategies of a firm that launches a two-generation new product to a market populated by forward-looking customers. Two thresholds were determined on the advertising expenditure of Generations 1 and 2. Our analysis proposed that the optimal pricing path of Generation 1 was monotonically decreasing or increasing and, then, decreasing. The optimal pricing of Generation 2 followed a concave curve. A heuristic solution method was proposed to solve the numerical examples. Findings revealed that, with increasing the customers' forward-looking behavior, the firm's profit would decrease. In the presence of forward-looking customers, it is beneficial for the firm to reduce the price of Generation 1 and allocate more budget to advertise Generation 2. Among other results, the advertising expenditure was shown to be positively affected by the number of potential customers and advertising effectiveness. Also, the length of the planning horizon had a negative effect on the advertising expenditure. A higher discount rate could lead to lower price, while higher advertising effectiveness and length of the planning horizon would result in higher price. Further, the results showed that, with increasing the word-of-mouth advertising effectiveness, the firm should increase the advertising expenditure and decrease the price firstly and, afterwards, decrease the advertising effort and increase the price.     

How uncivil customers corrode the relationship between frontline employees and retailers

This study investigates the effects of customers’ uncivil treatments on frontline retail employees’ emotions, deviant behaviors and relationship with the retail organization. Our theoretical model is based on both marketing and personnel management literatures. 415 frontline retailing American employees answered our questionnaire. Employees treated uncivilly by customers feel angry but have to hide their negative emotions, which leads them to emotional exhaustion and deviant behaviors. Paradoxically, employees’ strong commitment to their retailing organization brings about more deviant behaviors. We propose some managerial strategies to cope with uncivil customers, as well as future research on this important and under-researched topic.     

The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being

This study highlights the valuable role the hospitality industry can play in addressing a societal problem by studying how social interactions between elderly consumers and other customers influence the satisfaction and social well-being of the former. The data were collected from 268 elderly consumers in local coffee shops in the United Kingdom using a self-administrated questionnaire. The findings reveal that elderly customers’ interactions with other customers have a direct effect both on customer satisfaction and social well-being. They also show that social interactions with other customers have both direct and indirect effects on the social well-being of elderly customers. The study provides good evidence for how commercial hospitality settings can serve as a space for social exchange that helps to alleviate social isolation.     

e-banking culture: A comparison of EU 27 countries and Portuguese case in the EU 27 retail banking context

The aim of this research is two-fold. Firstly we conducted a wise comparative analysis of EU 27 countries and secondly we identified distinct e-banking user segments of Portuguese citizens. We used a questionnaire for data collection (n=2358) and Latent Class Models (LCM) for data analysis. LCM revealed three segments in EU 27 (Portugal is in the poorest cluster, concerning the indicators used, with Greece, Spain and Cyprus) and two e-banking user segments in Portuguese citizens: Those who do not risk (49%), and Those who risk (51%). Our findings enable e-banking managers for taking appropriate strategic decisions.     

商业银行客户——利润双导向营销模式研究

客户—利润双导向营销模式需要商业银行根据顾客的需求不断开发新的产品和新的服务,发掘新的利润空间。本文以国内A银行采取的客户—利润双导向营销模式为例进行研究,分析结果表明,这种营销模式能够提高客户满意度和竞争力。同时,商业银行还需要以客户为中心实现全行营销,加强现代科技手段的营销,有针对性地对客户提供个性化服务。