我国入境旅游发展现状、趋势预测及策略分析

通过对1997—2006年我国旅游服务贸易出口国际市场占有率指数、旅游服务贸易竞争优势指数和显示性比较优势指数的比较，可以看出我国旅游服务贸易国际竞争力尚不强。结合1978—2007我国历年入境旅游人次和外汇收入数据，通过建立时间序列模型，可以对未来五年我国入境旅游发展趋势进行预测。建议根据我国入境旅游消费结构特征，采用从宏观上实行差异化引导等策略。     

服务企业培育顾客忠诚的营销路径

随着市场竞争的日趋激烈,培育高品质的顾客忠诚逐渐受到理论界和企业界的广泛重视。本文通过对服务企业顾客忠诚的影响因素展开讨论,提出一些服务企业培育顾客忠诚的营销路径。     

Customer Profitability Analysis Reports for Resource Allocation: The Role of Complex Marketing Environments

Most decision making research in management accounting remains focused on cost information in a production context. Little is known on the relevance of customer profifitability analysis (CuPA) reports, which more accurately reflect revenue and marketing support variations acrosscustomers, for marketing decisions. This study uses an experimental design to examine the impact of such reports on resource allocation decisions (that affect the firm's profits) in marketing environments varying in complexity. The main result of the experiment suggests that the value of CuPA reports depends on the complexity of the marketing setting. Only in a highly complex marketing setting do they enhance resource allocation decisions and resultant firm profitability. Conversely, in the simple marketing environment, decision makers can combine their traditional volume-based cost data with other available types of feedback to perform as well as under a more accurate CuPA report. These findings on complexity contrast with those of a prior study in a production context ( Gupta and King, 1997 ). It is argued that improvements in the current research design, in the form of regularly updated profitability reports and concerning accuracy, increase the relevance of CuPA reports in a complex marketing setting.     

CATALOG RETAILER IN‐STOCK PERFORMANCE: AN ASSESSMENT OF CUSTOMER SERVICE LEVELS

The purpose of this article is to study the level of “in‐stock” customer service performance being offered in the catalog channel of distribution. The article provides benchmark information for the catalog industry. More importantly, the article serves as one test of the effectiveness of the modern supply chain, where the expectation is for near perfect orders. Customer service levels are studied by using an empirical observation methodology in which catalog retailer's in‐stock performance was measured. Comparisons are made across item type, season, retailer type, and days from catalog receipt. Overall, items were out‐of‐stock during 15.9% of all checkpoints, compared to an 11.8% stock‐out rate in an earlier study of bricks and mortar retailers.     

品牌共同体:企业与消费者沟通的新方式

品牌共同体是国外兴起的一种新型的企业与顾客互动的方式。品牌共同体的构建有助于增加顾客的社交利益，对于顾客间互动以及体会品牌的内涵意义重大。本文通过介绍品牌共同体的定义、特征、意义，从而向企业提出创建品牌共同体的建议。     

物流网站中的虚假宣传与信号传递

指出部分物流网站存在虚假宣传的基础上，构建了物流服务信号传递分析模型，阐述了量化的服务承诺是有效的信号显示的观点，提出了物流企业服务承诺的制定原则。     

公共服务民营化的目标原则与政策供给

我国公共服务民营化目前还处在起步和探索阶段,推进其健康发展就要制定明确的目标、原则与相应的政策支持来进行战略布局,使公共服务民营化在政府规制的模式下,以准市场制度环境蓬勃发展,使公共服务民营化的推进具有制度安排的路径。     

论服务性企业的内部信息流管理——从服务质量管理角度

不同类型的服务性企业，其产品的种类、顾客化程度、顾客参与性程度和劳动密集程度等特征各有不同，但由于服务产品的某些共同特性，形成了企业内部信息流管理的共同规律。也决定了服务性企业内部信息流管理的必然性和特殊性。企业的信息流管理是企业加强顾客和企业之间以及企业各部门之间沟通的重要基石。掌握信息流管理原理，应对顾客意见，保持信息的容易获得性、流转顺畅性、对改变的自适应性和信息反馈机制，对不断提高服务质量、提高顾客满意度至关重要。     

旅行社的旅游线路优化设置问题探讨

尽管在旅游线路的设计过程中需要解决的问题很多,但从优化的角度而言,如何设计出一条能实现出发地与目的地间的最短路径目标,便是其中的最为关键性的一个问题。由于不同的交通方式的不同组合能对应着不同的路程、时间与成本问题,因而,如何通过有效的选择来形成最佳的旅游线路也就有了相当的必要性。此外,在旅游线路设计与安排过程中,旅行社除了要合理安排和规划旅游线路的长度以力求不走回头路、不走冤枉路和形成有效的闭合回路外,还需充分考虑到其中的线路在时间安排上的合理问题;否则,再好的线路安排也会失去其内在的价值与影响力。     

Planning food services for a campus setting

Providing appropriate food services in a campus setting is increasingly important due to more demanding customers and because clients have less time to go off-campus when they need to eat. Using a university campus as an example, this research looks at customer satisfaction with existing food services and explores various methods for determining where to locate new facilities. This campus currently has great needs for additional food services, and it is shown clearly where additional food services are required. Also, the methods used are compared in terms of their effectiveness in finding the solution.