The relationship of customer complaints,satisfaction and loyalty： Evidence from China＇s mobile phone industry

Customer satisfaction and loyalty is subject to the influence of different types of customer complaints and will be with different results. In this paper, according to the hypotheses about the relationship of complaint, satisfaction and loyalty, a Structural Equation Model based on PLS （Partial Least 2 Squares） is built. By using the PLS Graph, these hypotheses are empirically tested by the data from China＇s mobile phone consumers. The study suggests that direct complaint should have a positive effect on satisfaction. However the degree of effect depends on the result of dealing with complaints. So the number of direct complaints should be controlled within the enterprise＇s ability of dealing with complaints. Meanwhile, comparing with directly complaining customers, indirectly complaining customers are more likely to repeat the purchasing and become loyal customers.     

The research on index system for performance evaluation in special hospitals-Taking The Children＇s Hospital of Chongqing Medical University as empirical study

Through extensive literature reviewing, expert interviewing, and combining with the specific circumstances of Children＇s Hospital of Chongqing Medical University, this paper formulates a set of index system for performance evaluation in special hospitals with the Balanced Scorecard basic theory, to promote the hospital sustainable development.