南通市服务外包业发展模式研究

服务外包业现已成为我国政府大力扶持的产业。在政策引导下,南通市服务外包业取得快速发展,以软件和信息技术服务为主的南通市崇川区、以药物研发和电子商务为主的南通经济技术开发区等省级服务外包示范区各具特色。国际上比较成熟的服务外包发展模式有多种,针对南通市现有服务外包企业的不同情况,南通市服务外包的发展模式可以选择不同的形式。     

江苏服务外包业发展策略研究

服务外包业是江苏十大战略性新兴产业之一,经过近几年的快速发展,在规模和结构方面有了长足的发展,但仍存在一些亟待解决的问题。本文依托中国服务外包业的发展历程,在对江苏服务外包市场现状以及优劣势分析的基础上,提出增强本土企业竞争力、提升外包业务层次、引导各地特色发展等对策建议。     

我国信用评级业服务模式研究

信用评级服务模式主要包括服务意愿、服务理念和服务能力三个方面,其中服务能力又包括服务内容、服务方法和服务力度.信用评级业服务模式的优劣是其能否立足市场的必要条件.从研究信用制度与信用评级制度的内在联系入手,与国内外评级行业进行横向对比,通过对目前我国信用评级行业服务模式的研究,找出其欠妥当之处,并提出适合国内评级业发展的建议.     

加快合肥市服务外包业发展的对策分析——基于合肥市和南京市服务外包业竞争力的比较

安徽省合肥市已正式成为“中国服务外包示范城市”。运用修改后的“钻石模型”对影响舍肥市和南京市服务外包业竞争力的人力资源因素、需求情况因素、支持型产业因素、产业集聚因素、政府作用因素进行横向比较,分析合肥市在承接服务外包中的不足,提出要通过采取加强人才引进和培训,优化选择招商项目以促进产业升级,培育扶持重点企业以发挥产业集聚效应,制定积极有效的产业政策等措施提升合肥市服务外包业竞争力。     

数字图书馆的文献信息服务趋势

数字时代,数字图书馆的文献信息服务呈现了体系化、网络化、全球化、服务对象广泛化、服务内容深层化、标准化、合作化等七大发展趋势,必须采取相应的措施加速数字图书馆的健康发展。     

全球化时代服务贸易的发展趋势--兼论我国服务贸易的发展思路

经济全球化时代，服务贸易的发展趋势主要有五个方面，即发展加速化、高科技化、非平衡化、结构优化和贸易壁垒的隐蔽化。我国服务贸易发展中的问题主要是出口有限、结构不合理和竞争力弱，应该从加强政府扶持、优化产业结构和完善立法等方面入手加快服务贸易的发展。     

征信服务与新疆“四化”建设发展的调查

工业化、信息化、城镇化、农业现代化等＂四化＂建设为新疆征信业的发展提供了前所未有的发展机遇和挑战,征信业立足服务地方,也在推动新疆＂四化＂建设中实现快速发展。探讨如何发挥征信服务在经济发展中的桥梁纽带作用,支持＂四化＂建设可持续发展,更好地促进新疆经济建设。     

关于我国饭店定制化服务模式的思考

饭店传统的标准化服务模式巳不适应社会发展和市场竞争的需要，将被能够提供具有个性化服务、人性化服务和极致化服务特点所替代。要实施定制化服务，必须建立相应的定制化服务的管理体系，如建立服务信息网络，使组织结构柔性化，令管理方式人本化，且要求重要岗位人员职业化，并实现服务效果评估的满意化。     

独立学院服务外包人才差异化培养模式探讨

发展服务外包业,人才培养是源头。除市场化程度差异之外,我国人才存量、教育培训体系、劳动力成本与质量,知识结构与文化适应性等方面存在较大的差异,导致各地服务外包人才供需失衡。根据我国服务外包人才需求层次、类型的差异化,独立学院服务外包人才培养必须发挥特色,定位准确,实行差异化模式。     

社区养老：我国养老服务的新模式

现阶段我国社区养老主要提供物质帮助、生活照顾、精神慰藉等,但由于资金投入不足、养老服务项目单一、护理人员缺乏专业性等原因,需通过社区养老服务参与主体多元化、资金来源多渠道化、社区养老服务项目完善化等手段来完善我国社区养老服务。     

新时期重庆中餐企业发展策略

面对洋快餐的进入以及多种新型餐饮业态的迅速发展，重庆中餐企业应树立战略发展意识，实现可持续发展；应以现代营销观念指导营销实践；应明确市场定位，提供个性化的特色服务；应实施品牌战略，谋求长远发展；还应积极发展连锁经营。     

基于顾客期望与感知的服务营销战略研究

本文以顾客期望和感知相关理论研究成果为基础,结合服务营销的特殊性分析服务企业的营销战略问题,提出了基于顾客期望和感知的服务营销战略模型。根据该模型,服务企业确定自己的营销战略,必须明确锁定自己的服务对象,在理解顾客服务期望的基础上区别对待顾客期望并合理控制顾客期望,同时按照顾客期望设计并提供服务,才能实现顾客满意的目标。在顾客满意的基础上,服务企业可以通过有保留地承诺、突出服务传递维度的重点、利用服务补救的机会等策略超越顾客的服务期望,使顾客惊喜或感动以留住顾客,实现顾客的忠诚。     

The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments

This study examines the role of customer emotions in the context of service failure and recovery encounters. It investigates how customers' emotional responses to service failures influence their satisfaction judgments after accounting for cognitive antecedents of satisfaction. The study also considers how customers' emotional responses to service failures influence how they evaluate an organization's recovery efforts. The research is conducted by surveying customers about their satisfaction judgments in two service settings, restaurants and hotels. The results suggest that customers' emotional responses to service failures will influence their recovery effort evaluations and satisfaction judgments in some circumstances and that the effects of emotion vary across industry settings. This study identifies the types of efforts that are most effective in helping customers “recover” from the negative emotions caused by service failures. Amy K. Smith (Ph.D., University of Maryland) is currently an assistant professor of marketing at George Washington University. Her research focuses on customer assessments of services, customer satisfaction and retention, customer service, serice failure and recovery, and customer-service provider relationships in both business-to-consumer and business-to-business markets. Her research has been published in the Journal of Marketing Research and the Journal of Service Research. Ruth N. Bolton is currently a Ruby K. Powell Professor of Marketing in the Michael F. Price College of Business at the University of Oklahoma. Her research focuses on how organizations can growth the value of their customer base through customer service and support. Her research has been published in the Journal of Retailing, the Journal of Marketing, Marketing Science, Marketing Letters, the Journal of Marketing Research, and the Journal of Service Research.     

Furthering the integration of marketing and logistics through customer service in the channel

Recent emphasis on customer service in both the academic and trade literature reveals a growing but confusing body of knowledge. Both the marketing and logistics disciplines have offered varying definitions of customer service, but have failed to offer a comprehensive framework which represents customer service and its related marketing and logistics issues. This article offers the viewpoint that customer service is a conceptual unifying factor for integrating marketing and logistics. The channel system is introduced as the vehicle by which buyer/seller relationships must be analyzed to understand formation of buyer expectations, interaction of marketing and logistics activities, and subsequent customer service performance. The institutional, behavioral, and physical dimensions of channel activity influence many of the marketing and logistics decisions made by management. The framework offered in this article differs from previous efforts in that customer service is the output of the unified activities of marketing and logistics. It considers marketing and logistics decisions jointly, re-evaluates and expands the production function in logistics, and ties customer service to customer satisfaction or dissatisfaction.     

Antecedents to customer expectations for service recovery

Selected antecedents of customers’ service recovery expectations are considered in this study. A conceptual model is proposed in which customer perceptions of service quality, customer satisfaction, and customer organizational commitment function as antecedents to service recovery expectations. The proposed model was tested with covariance structure analysis. The results support the hypothesized relationships, suggesting that service quality and customer organizational commitment have direct effects on customer service recovery expectations and that customer satisfaction has an indirect effect on service recovery expectations. He received his doctorate in marketing from the University of Kentucky. His research interests include services marketing and ethics. His research has been published in theJournal of the Academy of Marketing Science, Journal of Retailing, and theJournal of Business Research. He received his doctorate in industrial and organizational psychology from Virginia Tech University. His research interests include service quality with a focus on health care settings. His research has been published in theJournal of Management, Organizational Behavior and Human Decision Processes, andMedical Care Review.     

Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs

As customer-organization relationships deepen, consumers increase their expertise in the firm’s product line and industry and develop increased switching costs. This study investigates the effects of customer investment expertise and perceived switching costs on the relationships between technical and functional service quality and customer loyalty. Technical service quality is hypothesized to be a more important determinant of customer loyalty than functional service quality as expertise increases. Both technical and functional service quality are hypothesized to have a reduced relationship with customer loyalty as perceived switching costs increase. Three-way interactions between the main effects of service quality, customer expertise, and perceived switching costs yield additional insight into the change in relative importance of technical and functional service quality in customers’ decision to be loyal. Six of eight hypotheses receive support. Implications are discussed for customer relationship management over the relationship life cycle. Simon J. Bell (s.bell@jims.cam.ac.uk; Ph.D., University of Melbourne) is a university lecturer in marketing at the Judge Institute of Management, the business school of the University of Cambridge. His research has appeared in theJournal of the Academy of Marketing Science, the Journal of Retailing, theJournal of Business Research, Industrial Marketing Management, andMarketing Theory, among others. His.areas of research interest include organizational learning, sales force management and internal marketing, services and relationship marketing, and corporate social responsibility. Seigyoung Auh (sauh@brocku.ca; Ph.D., University of Michigan) is an assistant professor of marketing at Brock University, Ontario, Canada. His research has been published in theJournal of Economic Psychology, theJournal of Business to Business Marketing, theJournal of Services Marketing, theJournal of Marketing Management, Industrial Marketing Management, and others. His research interests are in application of a resource-based view to marketing strategy, top management team diversity and marketing strategy, customer orientation (customer satisfaction) and loyalty, interface between marketing and entrepreneurship, and services and relationship marketing. Karen Smalley (B.Comm. Hons, University of Melbourne) is an honors graduate in marketing at the University of Melbourne.     

快餐业服务质量对顾客忠诚影响的实证研究

服务质量是影响顾客忠诚的重要因素,是近年服务营销领域研究的热点课题。选取接受快餐业服务的顾客为调研样本,运用因子分析、结构方程模型等统计分析方法,从多维度来研究服务质量与顾客忠诚的关系。结果表明,快餐业服务质量由有形性、响应性、可靠性、保证性和移情性五个维度组成,各个维度对顾客忠诚的影响效果是不同的。     

客户风险评级管理研究与应用——基于证券CRM管理

在客户关系管理理论的基础上,建立了包含14个行业特色指标的证券业多维细分模型,并结合K-means聚类算法和商务智能技术,提出基于K-means聚类方法的中国证券业客户风险评级管理模型,并结合具体案例,对厦门某证券公司的具体客户信息进行了实证研究,有效的识别出了具有不同该特征以及风险偏好的客户群,证券公司可以据此推出个性化营销策略。     

Technology-driven service strategy

Advancements in technology are radically transforming service, and increasingly providing the underlying basis for service strategy. In this paper, we develop a typology and positioning map for service strategy, in the context of rapid technological change, and outline the process for firms to position or reposition their service strategies. Which strategy to choose is based on the degree to which customer demand is heterogeneous, and the degree to which potential customer lifetime value varies across customers. This results in four strategies: the McService strategy that is standardized and transactional, the Relational Service strategy that is standardized and relational, the Customized Transaction strategy that is personalized and transactional, and the Adaptive Personalization strategy that is personalized and relational. We provide firms a roadmap for identifying a “sweet spot” strategy in relation to a segment’s realized or potential customer lifetime value, combined with the firm’s technological capabilities. Because technological capabilities inevitably advance, firms will tend to move from standardized to personalized and from transactional to relational over time, implying that firms should be alert to technological opportunities to personalize their relationships with customers. Our strategic framework also produces a useful bridge from marketing practice to the conceptual evolution of the service literature, showing how the historical trends toward continuing customer relationships and co-productive personalization should drive strategic thinking in service.     

论酒店服务失误与补救：顾客对公平原则的看法

由于服务的特殊属性和服务传送过程的复杂性,酒店服务失误不可避免,且发生频率很高。因此服务补救是酒店确保顾客满意度的重要策略之一．把西方学者Tax等人和Blodgett等人提出的公平原则和西方服务业研究人员的发现运用到酒店服务失误和服务补救中,探索了中国消费者对酒店服务失误补救的看法。研究结果显示中国消费者认为适当的补偿是公平的;同时他们非常注重过程公平性。却对程序公平性的认知模糊。