顾客价值理论对档案信息服务工作的启示

本文概述了顾客价值理论,探讨了顾客价值理论对档案信息服务工作的启示。     

Outsourcing HR: The Impact of Organizational Characteristics

This study investigates the relationship between a number of organizational characteristics and the decision to outsource HR. Determinants of the outsourcing of four categories of HR are examined: HR generalists activities (e.g., performance appraisal), transactional activities (e.g., payroll), human capital activities (e.g., training), and recruiting and selection. HR executives in 432 organizations provided data on outsourcing levels and organizational characteristics. Reliance on HR outsourcing was associated with idiosyncratic HR practices, strategic HR involvement, positive HR outcomes, promotional opportunities, demand uncertainty, and pay level. As predicted, however, the impact of organizational characteristics varied among the different types of HR activities outsourced. © 2001 John Wiley & Sons, Inc.     

内部顾客服务:改进了吗?

过程改进、流程再造、六西格玛和内部服务改进活动进行十年了，这些是否改进了内部顾客服务（ICS）呢？或者要求削减成本、集中提供公共服务和增加产出的无休止的压力延续了低水平的内部服务呢？更重要的是，证据是否支持超级内部服务质量是业务成功的一个重要差异因素呢？     

软件服务外包人才培养

分析了软件服务外包人才培养的特点和存在的问题,提出按校企协同人才培养模型培养软件服务外包人才,分析了校企合作类型,强调实践能力培养,提出三线并举的实践能力培养体系和岗位综合实践能力培养措施。     

The Multiple Boundaries of the Firm*

ABSTRACT The notion of firm boundaries has received considerable attention in theories of the firm that address the problems of investment incentives and mitigation of hold‐up problems. In this paper we attempt to develop a different approach to the problem of vertical firm boundaries, based on recent advances in the capabilities view of the firm. Our arguments rely on the pioneering insights of Penrose, Richardson and Loasby to elaborate a view of the boundaries determined by the interaction of the firm's direct and indirect capabilities with other actors. We develop the notion of indirect capabilities to highlight how firm boundaries respond to the distribution of capabilities in the economy as well as the modes of access to complementary and external capabilities. We conclude that the evolution of firm boundaries must be understood in the context of decisions on how the firm relates to other actors in its environment.     

基于客户价值和感知服务质量的电力客户分级服务模式

传统的电力客户分类偏重于客户的社会价值,忽视了其经济价值,不利于客户满意度和供电企业社会及经济效益的提升。本文提出基于客户价值的电力客户分类方法,将客户用电贡献、客户用电规范性、客户合作等三个维度作为分类标准,以此全面衡量客户价值。针对现有电力客户服务中的不足,借鉴顾客服务感知质量理论,从可靠性、响应性、保证性、移情性和有形性等五个方面构建了电力客户服务策略组合,并提出了针对不同级别客户的差异化服务策略。     

面向组织客户的客户价值评价体系设计

客户根据其是否具有组织特性而分为个人客户和组织客户,组织客户对于一个企业的重要性和战略意义越来越不容忽视。而目前关于客户价值评价方法的研究没有明确其对象,由于个人客户与组织客户在许多方面存在较大差异,因此本文将针对组织客户提出客户价值评价方法,将在前人研究的基础上从直接价值和间接价值两个角度给出组织客户价值评价体系,并通过专家访谈修正该体系,主要从组织自身和其所在网络两个角度进行分析,丰富和完善组织客户间接价值评价维度。     

旅游纪念品行业的服务外包转型模式浅析

解读旅游纪念品行业现状,分析旅游纪念品市场存在的问题,提出旅游纪念品行业发展转型方案,结合服务外包方式大力发展旅游纪念品行业,提高行业水平和经营收入。     

中国服务外包业的SWOT分析

随着科学技术的不断进步，经济一体化进程不断加快，世界性的产业结构也在不断调整之中。服务外包作为经济全球化的产物，时我国现代服务业发展和产业结构调整具有重要的推动作用。通尊对我国服务外包业的优势、劣势、机遇、威胁四个方面的分析，出一些建议和政策。希望对未来我国服务外包业的发展有所裨益。     

Organizational De‐development*

ABSTRACT Organizational decline prompts leaders to downsize, reducing the size of the workforce in an attempt to cut costs. This paper discusses some of the dangers of downsizing in which organizations experience an unanticipated and unwanted loss of core competencies. An alternative to downsizing is offered, showing how organizations can ‘de‐develop’ by slowly and deliberately moving to a lower order of organized complexity, retaining essential core competencies and supporting functions. To produce a ‘soft‐landing’ that preserves core competencies, a new identity is forged and connections to the new identity are uncovered. The connections point out what must be preserved, such as a crucial channel for key products, for the new identity to survive and flourish. The de‐developed organization preserves customers, products, markets, channels, revenue sources, alliances, skilled people, ways to organize, and/or image crucial to the new strategic identity before letting go of the remaining customers, products, etc. The paper identifies conditions under which de‐development can be desirable and suggests a ‘devolutionary’ process that points out some of the key moves needed to reduce organized complexity and realize a soft landing.     

Stakeholder Influences in Organizational Survival*

abstract Although much has been written on declines and turnarounds, virtually no research has examined stakeholders' influence in an existence threatening crisis of an organization. This paper provides a theory and a historical case study that show how the most influential stakeholders can be identified and managed during an organizational survival. The proposed model demonstrates how stakeholders' influence in organizational survival consists of both direct resource dependence‐ and structure‐based forms of power. The case analysis then describes an examination of actual stakeholder influences and changes in them during the decline and turnaround process. Finally, based on the findings of the case analysis and the influence identification, propositions are developed. They relate specific types of behaviours of influential stakeholders to the probability of organizational survival, showing how stakeholder management can be operationalized in an organizational turnaround.     

浅论提高客户服务质量

提高服务质量是现代企业营销管理中的一个核心内容。它关系到企业的生存与发展。客户服务质量水平既是企业综合能力的体现。同时也受顾客感受的影响。本文对此作一些探讨。     

物流客户服务管理研究

本文首先分析了我国物流客户服务管理中存在的一些问题,进一步指出提升物流客户服务管理的必要性。并针对当前物流客户管理中出现的漏洞,提出建立"以客户为中心"的客户管理思想、有针对性地培育各种客户群、改善售后服务质量、建立客户服务反馈机制、建立高效的CRM软件交流平台等措施。     

An Examination of Differences Between Organizational Legitimacy and Organizational Reputation*

abstract Organizational legitimacy and organizational reputation have similar antecedents, social construction processes and consequences. Nonetheless, an improved understanding of relationships between legitimacy and reputation requires that differences between the two be specified and clarified. Our examination of past research indicates that legitimacy emphasizes the social acceptance resulting from adherence to social norms and expectations whereas reputation emphasizes comparisons among organizations. We empirically examine two antecedents of the financial, regulatory, and public dimensions of legitimacy and reputation in a population of US commercial banks. We find that isomorphism improves legitimacy, but its effects on reputation depend on the bank's reputation. Moreover, higher financial performance increases reputation, but does not increase the legitimacy of high performing banks.     

营业厅的客户服务期望管理

本文旨在通过对营业厅这一服务界面中客户服务期望的探讨,提出营业厅客户服务期望管理的思路和实施手段,为服务型企业获得更高的客户服务质量评价提供镜鉴。     

浅谈海尔物流顾客服务

优质的顾客服务,是物流企业在现代物流竞争中取胜的重要因素,也是物流企业核心竞争力的体现。文章对海尔物流的顾客服务进行了分析,得出了海尔物流顾客服务的优势,并对其提出了发展建议。     

关于客户服务水平确定方法的探讨

分别从利润最大化和满足市场竞争需要两个角度出发，探讨如何确定最佳客户服务水平；并对客户服务水平及与之相关的销售收入及物流成本函数关系进行了定量分析。     

基于微博的客户服务策略

微博客服已成为企业核心竞争力之一。微博客服具有全天候服务、人情味、信息分类、严谨自律等特征。企业微博客服策略包括注意倾听、投客户所好、视客户为智囊、全员服务、坚守诚信等方面。