体验管理之投诉安抚法

本文体验管理足指企业以提高顾客体验价值为目标,管理顾客全面服务体验的过程.企业可以通过投诉安抚法满足顾客对服务体验完整性的需求.投诉安抚法指企业利用顾客向企业投诉抱怨的机会,引导顾客在投诉抱怨中获得良好服务体验的方法.     

体验管理之需求递进法

本文体验管理是指企业以提高顾客体验价值为目标,管理顾客全面服务体验的过程.企业可以通过需求递进法满足顾客不同层次的服务体验需求.需求递进法是指企业根据顾客服务需求层次--物质需求、信息需求、情感需求和精神需求,逐层满足其体验需求的管理方法.     

情感营销对顾客感知服务质量的影响研究

情感需求是消费者购买产品和服务时非常关注的一类需求,企业应在营销过程中利用情感要素增强营销效果。情感营销是企业从情感角度来满足顾客的需求,提高顾客感知服务质量。酒店分析情感营销对顾客感知服务质量的各个维度的影响,能为提升酒店服务质量提供有效情感营销策略。     

基于顾客价值的铁路企业能力要素分析

企业的价值来源于顾客价值,企业的竞争优势来源于对顾客关键需求的识别和实现,而顾客需求的识别和实现则依赖于企业能力.依据此逻辑,从识别和满足顾客需求的角度,对基于顾客价值的铁路企业能力体系进行了剖析,认为企业的能力由识别顾客关键需求的营销能力和学习能力,以及满足顾客需求的运营能力和变革能力四个层面构成;并结合铁路企业的特征,对各能力要素的细分和内涵进行了详细说明.为铁路企业进行有效的能力评价及能力规划发展提供基础.     

基于QFD的生产与运作管理课程顾客需求分析

论文首先对高校顾客进行识别,并对重要顾客加以分析,然后以QFD理论为指导,利用问卷调查的方法对《生产与运作管理》课程的重要顾客进行需求调查,在此基础上利用亲和图方法对该课程顾客需求进行分析。     

顾客满意——企业不败的关键

在市场经济发展的今天，“顾客满意”已渐渐成为质量的代名词。企业应识别顾客及顾客需求，准确理解顾客满意的特点及意义，进行顾客满意度的监视和测量，把提高顾客满意度纳入企业战略范畴，发挥领导作用，树立以顾客为关注焦点的思想，利用顾客满意度监视和测量结果改进产品质量和服务质量。     

基于概念格的关联需求表示模型

顾客的需求通常不是单一的产品或服务,而是一系列关联需求的集合。但是,顾客往往无法明确地意识到这些关联的需求。帮助顾客识别出这些关联需求,一方面增加顾客价值,另一方面可以提升企业竞争力。本文借助概念格相关理论对顾客的这种关联需求构建模型进行表示,通过与顾客的信息交互,引导并帮助顾客明确自身的实际需求,最后结合实例验证了这种方法的可行性。     

新产品设计中顾客需求分析研究

随着全球化市场的形成,企业面对的是以顾客需求为驱动的全球市场,竞争焦点已经集中于如何更好地满足个性化的顾客需求。当前我国企业在新产品设计中普遍存在的主要问题之一是:缺乏对顾客需求获取、分析、转化和管理的深入研究。本文针对顾客需求,提出了如何在新产品设计的起始阶段,做好顾客需求分析研究,并把客户需求转化为企业的系统要求。     

基于层次分析法的工业企业顾客满意分析

随着全球市场环境的不断变化,顾客的需求呈现出多样化,并且不断地发生变化,因此研究顾客满意已成为企业的一项关键工作。但是对于机器制造业等类工业企业来说,其顾客满意有其特殊的一面,必须对影响的满意指标进行分析和划分。本文结合具体实例,利用层次分析法分析了这类工业企业顾客的全面满意,为企业经营管理和决策提供重要的依据。     

浅析顾客价值系统的构成及对企业的指导意义

从发展的、系统的和联系的角度重新看待顾客价值,从而得出完整的顾客价值体系。根据顾客价值系统所表达的信息,企业改变价值活动的安排以及建立全新的外部企业联系和顾客联系。以顾客需求为中心,企业在顾客价值体系内寻找新的价值创造机会,用与竞争对手不同的方式满足顾客需求。     

Development in Information and Communications Technology (ICT) Statistics at the Australian Bureau of Statistics

This paper outlines the ICT statistical developments that the ABS has undertaken over recent years. These developments have been on both the supply side (ICT industry) and the demand side (use of IT by sector). The content of ABS ICT surveys has changed significantly over the last few years and are expected to develop further in line with industry changes and emerging policy needs.
Recent developments in household collections have been the inclusion of IT use questions in the 2001 Census of Population and Housing and in various ABS social surveys such as Children's Participation in Culture and Leisure Activities. Annual business IT use surveys are now conducted and include topics such as Internet commerce and IT security. Biennial ICT industry surveys are conducted to provide data on ICT production, imports and exports, ICT industry employment, performance and structure information. An Internet activity survey is run every six months and provides regional Internet access details and infrastructure details on Internet service providers.
A major development for 2002–03 will be the compilation of an ICT satellite account. ABS intends to produce an ICT Information Development Plan to guide its future statistical development work in the ICT field.     

Value at Risk in the Suburbs: Eminent Domain and the Geographical Politics of the US Foreclosure Crisis

Several US counties and local governments have recently considered a novel solution to the foreclosure crisis. They plan to use eminent domain to compel the owners of mortgage debt—and specifically of private‐label mortgage‐backed securities—to sell the debt to the government at a price reflecting the loan's market value. The government would then restructure the debt and resell it to new investors. The plans are striking because—in contrast to both development‐driven eminent domain and the federal subprime bank bailout—they would force investors to assume asset devaluation and increased long‐term risk. Notably, the plans have emerged as an instance of financialization‐focused politics in suburbs and suburban cities of color, specifically majority‐black and ‐Latino/a suburbs. Local support for the plans, we argue, is rooted in the long‐term disinvestment of these ‘suburbs of exception', which became targets of subprime lending and eventually sites where the ‘financial exception' has been localized. But these demographic shifts, fragmentation and fiscal pressures have at the same time created a suburban political terrain in which the plans have gained their strongest political support.     

Towards a Theory of Serendipity: A Systematic Review and Conceptualization

Serendipity – the notion of making surprising and valuable discoveries – plays a major role in the success of individuals and organizations alike. Previous research has established the importance of serendipity and identified important individual- and organizational-level antecedents. However, the literature has been dispersed and the boundaries of the concept have been blurry, leading to a lack of conceptual clarity and structure, and thus limiting validity and managerial actionability. Based on a systematic literature review, I synthesize existing management-related research on serendipity and explicate the emergence and composition of serendipity in the organizational context. I first identify three necessary conditions that differentiate serendipity from related concepts such as luck or targeted innovation: agency, surprise, and value. Then, I draw from the literature on sensemaking, event-based theorizing, and quantum-based approaches to management to conceptualize the process of cultivating serendipity in the organizational context as a process of enabling potentiality and materialization, and develop a multi-level theory of (cultivating) serendipity. This conceptualization contributes to our collective understanding of how, why, and when (i.e., under what conditions) organizations can leverage the value in the unexpected, which opens up fruitful avenues for further research.     

Accountability of NGOs in Bangladesh A critical overview

NGOs in Bangladesh have been recognized as effective change agents in the socio-economic arena throughout the world. Their contributions in micro credit, non-formal education and primary health care are widely known. NGOs play a significant role in society. NGO accountability, as a result, has become a critical issue. NGO accountability in Bangladesh has been examined here in relation to patrons, clients and themselves. Of the three relationships only accountability to patrons is in a near satisfactory state. Accountability to clients is handicapped by lack of opportunities of beneficiaries to participate meaningfully in NGO policy making. Accountability to themselves is adversely affected due to the adherence to a strictly hierarchical system and the influence of founding and charismatic NGO leaders.     

Towards an Asian model of human resource management? A comparative analysis of China,Japan and South Korea

There has been much discussion regarding the possible decline and weakening of national systems of human resource management (HRM). Yet, culture and institutions are often cited as the major stumbling blocks to this outcome. Such constraints may dissipate in the analysis, particularly if ‘regional clusters’ are considered where geographic and cultural closeness and ‘openness’ to similar economic pressures exist. In such cases, it might be postulated that convergence in HRM will occur. We argue that China, Japan and South Korea represent such a cluster. This article examines these countries, to see if a degree of convergence is taking place and if it is towards an identifiable ‘Asian’ model of HRM. A model of change is presented that distinguishes between levels of occurrence and acceptance. Details of the development and practice of HRM in each country are then set out. The article ends with a discussion and implications section and a brief conclusion.     

The Creation of the Office for National Statistics

A new Office for National Statistics was created in the United Kingdom in 1996 following a series of developments designed to strengthen the relevance and integrity of statistics. This paper describes these fundamental changes and sets out a blueprint for future progress. It also sets current developments in the United Kingdom in an historical and international context.     

What helps? Women engineers' accounts of staying on

We have considerable understanding of the obstacles that women engineers encounter and the reasons that they leave the field, but we know less about what enables them to remain. Adopting an interpretivist approach, this article examines how a group of British women engineers in two FTSE 100 companies account for “staying on” in their male‐dominated work settings. We delineate four specific forms of help that facilitate women's retention in the field. We argue that exposure to help leads to women developing a habitus that enables them to continue working in engineering. To conclude, we draw on our findings to outline HR practices that will facilitate supportive relationships in the workplace and pave the way towards developing more positive organisational climates.     

论现代物流企业的发展观

物流业经过诸多年的发展目前已经成为最热门的行业之一,物流企业的注册数量也与日俱增,达到前所未有的规模。毋庸置疑,任何企业都希望自己迅速做强做大,并成为真正现代物流企业的典型代表,要实现这一目标一个首要问题就是要解决现代物流企业的发展观问题。     

浅谈大体积混凝土裂缝的控制

大体积混凝土的裂缝问题是实际工程中长期困扰工程技术人员的问题,其控制技术的研究是混凝土结构研究的热点问题,具有重大的学术价值和潜伏的工程背景。     

Supply Chain Strategies in the UK Fashion Industry—The Rhetoric of Partnership and Realities of Power

This paper focuses on the fashion industry, one characterised by issues such as dramatic shifts in the scale and power of major retail buyers in the market, the advent of retailer own brands, and the nature of sourcing and supply chain decisions, issues that are increasingly global in nature. The aim of this research is to explore the nature of relationships between UK high street multiple fashion retailers and their contracted suppliers, many of whom are entrepreneurial firms by most definitions of the term. Four core themes emerge from the literature and provide a framework for the research, namely, power, process, partnership, and people. The research approach was qualitative, and conducted over a period of twelve months. The paper ends with an agenda for future research.