论服务质量中的顾客期望与感知

在市场经济条件下，企业只有赢得顾客才能最终赢得市场。因此服务质量问题成为如今企业日益关注的问题．但是服务质量的优劣很大一部分取决于对顾客期望与感知的研究与调查。本文探讨了顾客服务期望与感知的定义与衡量手段，分析了顾客感知与期望失衡的差距，并提出了一些相应的对策。     

论服务质量中的顾客期望与感知

在市场经济条件下,企业只有赢得顾客才能最终赢得市场.因此服务质量问题成为如今企业日益关注的问题,但是服务质量的优劣很大一部分取决于对顾客期望与感知的研究与调查.本文探讨了顾客服务期望与感知的定义与衡量手段,分析了顾客感知与期望失衡的差距,并提出了一些相应的对策.     

工程监理企业推行顾客满意经营初探

通过各种改善实践和顾客满意经营来改善企业综合经营品质既是企业经营者的主观愿望,更是高度竞争时代的客观要求。工程监理企业作为智力型咨询服务企业,面对日益激烈的市场竞争,要想赢得顾客从而赢得市场和效益,在竞争中立于不败之地。顾客满意是指顾客的感觉状况水平,这种水平是顾客对企业的产品或服务所期望的绩效和顾客的期望比较的结果。顾客满意经营关注的焦点是顾客,核心是顾客满意,其主要方法是通过对顾客满意度的测定,来促进企业的产品或服务质量的持续改进     

服务企业顾客期望管理

在服务企业里,顾客期望是指顾客对企业服务行为和服务绩效的预期和希望。容忍区域的存在,表明顾客期望是一个多维水平区间,在服务交互中,顾客期望是动态变化的。顾客期望受到许多关键因素的影响,管理顾客期望,可以为企业带来一系列营销效应。对服务提供者来说,促使期望显性化、有效承诺、平衡期望管理、期望区别管理、对不利期望及时修正、超越顾客期望等,不失为有效的管理策略。     

创新造就品牌酒店核心竞争力

品牌酒店通过仅为顾客提供一般合格服务来赢得市场的时代已经远去，只有那些为顾客提供超出其期望服务的酒店才能获得最大的顾客满意度和最强的市场竞争力。人类已经进入体验经济时代，酒店业从根本上说是一种典型的为顾客提供体验式服务的企业。品牌酒店与经济型酒店最大不同在于为顾客更多提供无形却至关重要的服务体验。     

当代销售服务新动向

现代企业经营的最高目标是赢得顾客忠诚，而能否赢得顾客忠诚的关键又取决于企业所提供的服务。为提供高质量、高境界的服务，企业加强了对销售服务方式和技巧的创新，许多新兴销售服务方式相继涌现，包括零干扰服务、一对一服务、常客服务、零距离服务、绿色服务、e化服务等。     

论基于顾客满意的人员招聘策略

本文阐述了在新的发展环境下，顾客服务对企业发展并赢得竞争优势的重要作用，分析了传统服务模式失败的原因及其对企业发展的影响。重点从提高顾客服务效果的角度，探讨了获得合适服务胜任力员工的招聘策略。     

顾客满意陷阱分析的新视角:心理账户理论

顾客是企业利润的来源,而顾客满意陷阱的现实存在,对企业顺利实施"满意战略"提出了挑战。文章以心理账户理论为基础,透视了顾客惊喜对顾客忠诚作用的微观逻辑,并结合超市服务的顾客调查,讨论了顾客满意、顾客惊喜与忠诚的关系,阐释了顾客满意陷阱的成因。研究发现顾客惊喜比顾客满意更能驱动顾客忠诚。这就是说,服务企业不仅仅要赢得顾客满意,更要赢得顾客惊喜来增加顾客忠诚。本研究为服务企业增强顾客忠诚提供了新的视角和方向。     

物流服务绩效评价与资源配置分析

服务业在最近几年蓬勃发展，服务品质、顾客满意度、忠诚度等相关主题，已成为服务业强大的竞争压力的来源。在现今顾客对服务品质的期望也越来越高的情况下，改善物流服务品质、提高顾客满意度已经成为物流企业永续生存的关键。     

经营服务型企业：一种新的企业理念

市场竞争使商家之间的竞争领域日益扩大，从产品竞争、技术竞争、人才竞争到顾客竞争，都是商家必争之地。各种竞争的目的在于赢得市场、赢得顾客。但仅仅以产品优势是无法完全赢得市场和顾客的，因为顾客所购买的不仅是产品，而且购买了相应的服务。缺乏高质量的、全方位的服务，任何高质量的产品都有可能失去市场，失去顾客。现代市场竞争和科学技术的发展引发了企业经营理念的重大变革。它使企业由生产经营型向经营服务型转变，“使用户满意”已成为企业经营战略的核心思想。 经营服务型企业：市场竞争条件下的企业理念 激烈的市场竞争是…     

John Stuart Mill's Theories of Wealth and Income Distribution

Although he was much influenced by David Ricardo when he wrote the classical part of his Principles , John Stuart Mill was not a Ricardian when he penned his theories of wealth and distribution. They are based on a triple foundation. First, a belief that economics is a moral discipline. Second a theory of custom-driven human behavior. Third, an empirically formed conviction that the institutions of state, education and business cooperate to structure the distribution of income. On the basis of these presuppositions, Mill formulated 1) an institutional theory of the formation of human and non-human wealth and 2) an even more institutional theory of distribution demonstrating how the aforementioned institutions malignantly skew the distribution of income to the advantage of the propertied classes and to the extreme disadvantage of the working class. As a social economist, Mill recommended institutional reforms designed to eradicate the poverty of the working class.     

Information infrastructure: Who builds broadband networks?

This paper examines the essential difference between the U.S. and Japan, when one considers information infrastructure. There are seven perception gaps between the U.S. and Japan concerning Information Infrastructure policies. These gaps must be understood in order to compare the countries' governmental policies in this area. In looking at the present circumstances, the essential question to answer concerns who is to build, own and operate the network(s) of the infrastructure. Liberalization is certain to be a central factor in the ongoing telecommunications debates. Now that customers have had a taste of the liberalized market-place, the movement toward more open markets will be difficult to stop. When considering options, it is necessary to pay close attention to standardized network access and the increasingly important role software plays. These issues are causing us to take a new approach to the traditional role played by regulators. They also force a closer look at the appropriate structure of utility companies. This paper addresses the above issues in hopes of stimulating dialog on the new telecommunications infrastructure paradigm.     

海岛地区产业演替及资源基础分析--以舟山群岛为例

改革开放以来,舟山市产业构成发生了显著变化,其经济发展过程可以划分为三个阶段。1992年前,是以产业结构渔业占绝对地位的单一结构阶段;1993—1998年,以旅游业为主的第三产业快速发展阶段;上世纪末以来,又进入了新一轮的经济发展时期,即工业产值比重快速增加阶段。根据海岛的自然资源基础和特点,在新世纪的经济发展过程中,舟山市应定位为生态型的港口旅游城市。以港口及临港工业为主导,以海岛旅游和海洋经济为特色,大力发展第二产业和第三产业。海岛地区的主导产业应体现海岛资源优势及区位优势,以集群性环保型产业为主。同时由于海岛地区淡水资源缺乏,主导产业也应着重选择低耗水型产业。     

风险视角下企业治理结构和研发创新——基于委托代理模型的研究

本文基于委托代理模型,从风险的视角研究企业治理结构对研发创新能力的影响。本文构建了一个包含创新活动的委托代理模型进行理论分析,利用动态DEA 模型测算创新能力,并使用2015-2018年我国上市制造业企业数据进行实证检验。实证部分检验了理论结论:委托代理问题不利于企业提升研发创新能力,且客观风险和主观风险厌恶会加剧该负面影响。基于此,本文认为上市企业应根据企业自身研发活动特点有针对性地改善企业治理结构,提出了适当延长代理人任期、推动股权激励计划、提升代理人的风险承担能力等建议。     

生物群落结构原型的仿生学模拟

模拟生命系统管理规律的科学即管理仿生学,是知识时代仿生学研究的新领域与前沿.基于模拟生物群落结构规律的研究目的,采用仿生学模拟的研究方法,以生物群落结构为原型,建立了仿生群落结构模型.结论为:垂直结构、水平结构、时间结构与交错区结构是支持生物群落生命活动的结构规律,以该规律为原型,推理建立了仿生分层结构、仿生优化结构、仿生动态结构与仿生相邻结构,四种仿生结构分别侧重于管理资源的分层管理、局部优化管理、动态过程管理、相邻关系管理,该模型为建立类似生物群落的人造管理系统即仿生群落管理系统提供了仿生结构模型.可以预测,该模型具有广泛的应用价值,能够推动管理仿生学的发展.     

Why rationality may be a consequence of Hume's theory of choice

Facing R. Sugden's criticism of our interpretation, it is shown in this paper that rationality appears as a possible consequence of Hume's theory of choice. We first argue that Sugden's dismissal of the preference relation from the type of rationality through which Hume's theory is apprehended, is highly disputable, from the point of view of both standard choice theory and Hume's theory of passions. Nonetheless, Sugden's criterion of rationality might be restated in Humean terms as a condition of non-revision of preferences in the dynamics of passions. But, since the process of choice that we have described explicitly takes into account the revision of preferences, and shows that, when this last is no longer required, rationality occurs as an outcome of this process, it is not really concerned by Sugden's criticism.     

Team Dynamics Where Followers Have Illusion about Guide

A team is assigned to accomplish a task in each infinitely-repeated period. The guide of the team and his followers are allowed to have asymmetric productivity; also the followers have either a hostile or favorable illusion toward the guide. Respective efforts and the followers’ illusion are private information. At the end of each period, the output of the joint task emerges and the followers evaluate the guide. The analysis shows (1) that potential for an unreasonable evaluation suppresses the guide’s effort down to an average level; (2) letting the followers inform the guide of their illusion in advance increases both sides’ payoffs; (3) abolishing the evaluation reduces both sides’ payoffs in general; and (4) however, if the magnitude of the followers’ hostile illusion weighted by its relative probability is enormous, abolishing the evaluation increases the output and the guide’s payoff.     

US Hegemony and the Origins of Japanese Nuclear Power: The Politics of Consent

This paper deploys the Gramscian concepts of hegemony and consent in order to explore the process whereby nuclear power was brought to Japan. The core argument is that nuclear power was brought to Japan as a consequence of US hegemony. Rather than a simple manifestation of one state exerting material ‘power over' another, bringing nuclear power to Japan involved a series of compromises worked out within and between state and civil society in both Japan and the USA. Ideologies of nationalism, imperialism and modernity underpinned the process, coalescing in post-war debates about the future trajectory of Japanese society, Japan's Cold War alliance with the USA and the role of nuclear power in both. Consent to nuclear power was secured through the generation of a psychological state in the public mind combining the fear of nuclear attack and the hope of unlimited consumption in a nuclear-fuelled post-modern world.