经管类专业运筹学课程教学模式的探索

运筹学是高等院校经济管理类专业一门实践性很强的专业基础课,本文在阐述运筹学教学重要意义的基础上,分析了我校经管类专业运筹学教学过程中存在的主要问题,并从培养学生应用能力的角度出发,根据作者多年的教学经验,结合经管类学生的特点,探讨了通过课堂教学、实践教学和课外学习三个方面的改革,来改善运筹学的教学效果,使学生能够更好的掌握运筹学的思想,提高使用运筹学解决实际管理决策问题的能力.     

Talent management and expatriation: Bridging two streams of research and practice

This paper argues that talent management and expatriation are two significantly overlapping but separate areas of research and that bringing the two together has significant and useful implications for both research and practice. We offer indications of how this bringing together might work, in particular developing the different results that will come from narrower and broader concepts of talent management. Our framework defines global talent management as a combination of high-potential development and global careers development. The goal of the paper is to lay the foundations for future research while encouraging organizations to manage expatriation strategically in a talent-management perspective.     

The myth of the dragon: Operations management in today's China

Manufacturing is absolutely booming in China, which has become a prime target for direct foreign investment. However, manufacturing in China does not always operate the way that Westerners expect it to. In this article, we examine China's manufacturing operations in light of the influence of the country's recent economic and social history, the diversity of its regions, and its national culture. We conclude that while Chinese manufacturing has issues to face and obstacles to overcome, things will only continue to improve, making China even more of a major player in the global manufacturing scene.     

How knowledge management mediates the relationship between environment and organizational structure

Literature examining how knowledge management (KM) capability helps organizational structures cope with uncertainty is limited. Thus, this study builds and tests an integrated model to investigate the relationship among environmental uncertainty, KM capability, and organizational structure. Data from 161 firms were collected and analyzed. The results from structural equation model analysis support a mediating KM capability between environmental uncertainty and structural attributes. Environmental uncertainty tends to require firms to increase their KM capability, which in turn manifests itself in structural changes.     

浅析科研事业单位的财务管理

随着经济的发展,我国对与科学技术的重视程度也在加深,对科研体制的改革也从未停止过,与过去相比,现在科研单位的从内到外都发生了本质的变化,而科研事业的单位由于其自身的特点,与一般的民营或者国营企业有着很大的差距,因此对于这类特殊的科研事业单位的财务管理模式进行分析和研究,使科研事业单位的财务管理可以更加的明确和管理.     

Analysis of the role of complaint management in the context of relationship marketing

Abstract

This research aims to contribute to the relationship-marketing strategy by studying the role of complaint management in long-term relationships. Two factors distinguish it from other studies: it takes into account two types of customers, consumers and firms, and the result variable selected is the probability of ending an ongoing relationship. Two questionnaires were designed for every population. One of them was auto-administrated to a sample of consumers in the north of Spain, and the other one was sent to a representative sample of Spanish firms. The data analyses were conducted using structural equation modelling. The findings confirm the importance that theory accords to the relationship-marketing strategy, and also provide evidence for the importance of complaint management. Thus having a good complaint-handling system and trained and motivated staff who are fully committed to the firm's objectives are fundamental requisites for firms to be able to build a stable customer portfolio.     

An empirical study of dynamic customer relationship management

We apply the Gönül and Shi (1998) approach to the analysis of the optimal messaging and pricing policy mix by studying the past transaction patterns between a local supermarket and its consumers. We develop a dynamic customer relationship management model and investigate the relationship between customer utility and purchasing frequency by modifying the return function of the model discussed in Gönül and Shi (1998). In particular, we extend the analysis to consider a messaging and pricing policy mix, and we use a genetic algorithm in our empirical estimation. When applied to some non-seasonal products in a local supermarket, we find that our model is suitable and far superior to the one-stage model commonly used. Our dynamic model gives the optimal marketing mix strategies in different customer states and the results show that the firm could enjoy a 22% increase in profit.     

Tracking the relationship between environmental management and financial performance in the service industry

Attention to the relationship between environmental management and financial performance has been growing. Research in this area has, however, tended to focus primarily on manufacturing industries. Our goal in this study is to analyze the relationship between environmental management and financial performance in the context of the service industry. Using a cross-sectional sample of 1,228 service organizations spanning a wide range of business activities, we test a series of five hypothesized relationships using both univariate and multivariate analyses. The results are robust across the dataset and show conclusively that environmental management does indeed positively affect financial performance in the service sector.     

Service capabilities and customer relationship management: an investigation of the banks in Taiwan

This study seeks to explain the influence of several individual service capabilities and their interactions on customer relationship management (CRM) performance in the banking industry. Two samples are analysed (bank staff and bank customers) and an empirical study is carried out using a multiple interaction regression approach. The findings show the main effect of human resources, information knowledge and marketing knowledge, and their interactions (the dyadic and conjoint service capabilities) on the effectiveness of CRM performance. The interactions are compared with the main effects, taking an overall view of capability–performance linkage. The main conclusions suggest that the latter are far more important. These findings provide important information for banks, which need to build successful long-term CRM associations with their customers, to adapt in today's dynamic environment.     

Determining the antecedents and consequences of donor‐perceived relationship quality—A dimensional qualitative research approach

It is generally accepted that an understanding of quality conceptualizations is instrumental in the design and development of customer care programs. This study applies the dimensional qualitative research approach to develop a conceptual model, which demonstrates the antecedents and consequences of donor‐perceived relationship quality. This model shows that relationship benefits, service quality, trust, commitment, and satisfaction are the key antecedents of donor‐perceived relationship quality. Relationship benefits, service quality, and trust are also modeled as cognitive in nature, whereas commitment and satisfaction are modeled as affective variables. The model also highlights donor loyalty and positive word‐of‐mouth communications as the central consequences of donor‐perceived quality. The model gives rise to a useful research agenda for fund‐raising professionals. © 2007 Wiley Periodicals, Inc.     

Customer relationship management in retailing: A content analysis of retail trade journals

The purpose of this research was to increase knowledge and understanding of how retailers use business intelligence and data mining tools to implement customer relationship management (CRM) in retailing. Specific objectives were to (1) identify organization and infrastructure requirements for CRM effectiveness, (2) identify CRM objectives and goals of retail companies, (3) identify data mining tools utilized by retailers to perform CRM functions, and (4) identify CRM strategies used by retail companies. A keyword search within business databases using CRM and CRM identified publications with CRM content. Content analysis was used on articles (N=149) drawn from Stores, Chain Store Age, Harvard Business Review, and Retail Forward over a 5 year period (2000–2005). Selected articles were stored as text files in QDA Miner, a computerized qualitative analysis tool. Key organization/infrastructure needs emerged focusing on data structure, organizational systems, technology structure, and data accessibility. Retailers goals/objectives and strategies focused on marketing, customer service, understanding customers through data analysis and increasing acquisition and retention through customer loyalty programs. Data mining tools identified supported marketing and customer analysis efforts. Findings provide insight into the challenges retailers face as they implement a more customer-centric business strategy.     

Change in Asia: a review of management theory and research related to human resources

Many competing hypotheses have been advanced to account for human resource management (HRM) change. The present review examines the theoretical development and empirical study in HRM change in Asia in the early twenty-first century (2000–2006). Three research themes common to HRM change are discussed: (1) change context is about the issues of forces facilitating or hindering HRM change; (2) change process includes pace, sequence and magnitude of HRM change progress; and (3) change direction is about resultant change outcome. Comparisons of HRM change are made within Asian economies as well as between Asia and other regions. It is concluded that the interplay among different perspectives can produce a wide variety of more complex understanding of change context while a longitudinal approach can add value to explain dynamic process and resultant direction.     

Doors and boundaries: A recent history of the relationship between research and practice in UK organizational and management research

This article looks at a selection of significant episodes in the history of organizational and management research, and the policies in this field of the UK Social Science Research Council. The episodes begin in the Council's early days in the mid-1960s, and run through its high-profile efforts to improve management research at the end of the 1980s to the start of a new initiative sanctioned by the Council in 2001. They have been chosen because they are important milestones in the development of the field. They also illustrate a central issue which has been evident throughout the period: whether management research should be framed as essentially different or merely seen as carrying some sort of deficit or remedial gap with respect to the other ‘founding disciplines’. They also illustrate an important dilemma facing the funding agency in its longstanding if erratic attempts to engage with the processes through which social science research is used – namely the tension between the goals and rhetoric of excellence and relevance. One episode which illustrates these issues particularly well is that of the Open Door Scheme, a radical SSRC innovation in the 1970s which encouraged non-academic participation in the selection of management research topics. Changes within the funding agency over the same period are crucial for this story. We reflect on their relevance for the episodic developments within management research. From these points of enquiry, we derive a historical, institutional analysis of the interactions between public research funding and management research, of the interplay between the worlds of practice and research, and the ways in which a dialectic has been constructed between concepts of use and relevance, on the one hand, and excellence and rigour on the other.     

Making customer relationship management work: evidence from the banking industry in Taiwan

Soon after becoming a WTO member, Taiwan found the internationalisation and liberalisation in the financial industry ushered its domestic banks into a new era. In response to this global trend, all its banks strove to rely on customer relationship management (CRM) to enhance customer value (CV). This study aims to probe further into the connection between CV and CRM. A series of examinations revealed that (1) both functional and social value impact customer behaviour directly and positively; (2) customer satisfaction positively and directly affects customer loyalty; (3) a positive and direct relationship exists between customer loyalty and customer behaviour; and (4) the positive and significant relationship between CV and customer behaviour can be developed through mediators such as customer satisfaction and customer loyalty. Consequently, banks should offer their customers different services, products, and marketing channels to meet their diversified needs to cultivate a win-win environment of CRM for both parties.     

Influence of industry type on the relationship between international operations and risk

Reducing strategic risk has become an issue of paramount importance to corporations. One way to reduce such risk is through international operations. However, published research reports conflicting findings on the relationship between international operations and risk reduction. In addition, the literature leaves one avenue largely unexplored, namely, industry influence. Using a sample of 367 firms, this study tests for the relationship between internationalization and risk across global and multi-domestic industries. Study findings indicate a negative relationship between risk and internationalization, indicating that firms are benefited by reduced risk through internationalization. Additionally, regression models indicate the incremental rate of benefits due to internationalization is greater in the case of global industries, compared to multi-domestic industries.     

Study on the relations among the customer knowledge management,learning organization,and organizational performance

This article reports the results of a study of customer knowledge management (CKM) of Taiwanese service businesses in China. Over 600 questionnaires were sent out to the Taiwanese directors and staff in 150 Taiwanese service businesses in Kun-Shan City, China, with 322 valid responses included in the study. Four relationships were examined in the study: the correlation between CKM and organizational performance, between CKM and the learning organization, between organizational performance and the learning organization, and finally the effect of the learning organization on the relationship between CKM and organizational performance. Findings and conclusions are discussed.     

Chinese relationship management: a qualitative study of banking in New Zealand

This study investigates the relational factors and motivations of Chinese migrant consumers towards financial service providers in New Zealand. Using convergent interviews, a deeper understanding is developed of immigrants’ relational behaviour with service providers. These relationships with service providers are significantly influenced by traditional Chinese values and guanxi and relational embeddedness plays an important role in how they are developed. The research contributes a better understanding of the interplay between Eastern and Western cultures in service relationships among immigrant groups. A general theory of the Chinese perspective of customer relationship management is developed. The implications for how marketing practitioners manage their relationships with migrant customers are explored.     

旅游景区营销管理一般模式及实证研究

旅游景区是旅游产业发展的核心要素,景区营销管理的研究滞后于景区开发规划等研究,严重影响了景区的发展与建设。根据游客的需求状况和营销任务的不同,旅游景区营销管理大体分为扭转性营销、刺激性营销等八类方式。景区营销管理是一项系统工程,真正把握营销策略的针对性和景区营销的高效率性,必须在分析市场营销机会、目标市场选择与定位、制定市场营销战略和市场营销的控制与管理等四个方面下功夫,从而建立起适合本景区、本企业的营销管理模式。     

Customer relationship management in competitive environments: The positive implications of a short-term focus

Researchers and business thought leaders have emphasized that firms must think and act with a long-term horizon when managing customer relationships. We demonstrate that, in contrast to this widely held view, profits in competitive environments may be maximized when firms ignore the future and instead maximize period-by-period profits from customers. Intuitively, while a long-term focus yields more loyal customers, it greatly increases short-term price competition to gain and keep customers. Consequently, overall firm profits and customer lifetime value may be lower when firms directly maximize multi-period profits from customers. Specifically, we analyze a model with segment-level pricing where firms in a duopoly can choose between period-by-period and multi-period profit maximization and demonstrate that, in many cases, a symmetric focus on period-by-period profit maximization emerges as the Pareto-dominant Nash equilibrium. We extend the model in two directions. First, we demonstrate that this superiority of the short-term focus endures even when a revenue expansion effect applies—that is, when customer loyalty leads to enhanced revenues. Second, we examine the case where customers are strategic and incorporate the long-term implications of their choices into their decision-making. Here we demonstrate that it may pay for firms to be myopic even when customers are strategic. The focus on multi-period surplus makes customers less price sensitive to price variations at the early stage of the game. Consequently, the focus on maximizing period-by-period profits enables the firms to charge higher upfront prices and leverage this lower price sensitivity into higher profits. Overall, our results highlight the paradox that, when it comes to managing customer relationships in competitive environments, a short-term focus may constitute the optimal long-term strategy.

浅谈散粮系统的设备管理

主要介绍了我在港口筒仓散粮系统的设备管理上的具体做法及经验,通过对人员的管理和物的管理,实现设备的综合管理,使设备管理达到良性循环,实现了设备安全运行。