Measuring Quality and Client Satisfaction in Professional Business Services

ABSTRACT

This paper builds on recent research into the key attributes clients use as a measure of quality and satisfaction when consuming professional services. It looks at the use of SERVQUAL as means of measuring consumer satisfaction and attempts to isolate the key factors and attributes used by decision makers to determine supplier choice. The results of the study are presented and discussed in respect to what communication action may increase awareness and loyalty in existing and potential buyers.     

Analysis and design of focused demand chains

The paper describes the evolution of focused demand chains over an extended period of time as a major UK lighting manufacturer has sought to remain an international player in a fast changing business environment. Analysis and design procedures make use of the concepts of Wickham Skinner and Marshall Fisher to answer the strategic questions “what facilities are required and how should they be laid out to enable the necessary focused demand chains?” and to answer the tactical question “which focused demand chain is appropriate for this product?” The case study then details how the company has been transformed from operating within a traditional supply chain to driving change via the engineering of four focused demand chains. The paper concludes with a comparison of operations enablers, customer choice, and business performance metrics covering the transition period culminating in the current focused demand chain scenario. By matching products to the appropriate value stream there is a consequential reduction in product development time of 75%; manufacturing costs reduction of up to 27%; and up to 95% reduction in delivery lead times.     

Estimating demand from eBay prices

This paper presents results for identification and estimation of the value distribution from eBay auction prices. The paper presents results for eBay type auctions with independent private values and unobserved participation. It is first shown that the distribution of values is identified from observing the distribution of prices and knowing the distribution of potential bidders. The main identification result presents conditions for which the distribution of values and the distribution of potential bidders are simultaneously identified. Not surprisingly, the intuition is similar to the standard results for identifying demand from observed equilibrium prices. The estimation method suggested by the identification results is used to estimate the value distribution for the “C5” Chevrolet Corvette sold on eBay. The results suggest that a simple OLS model on prices will over estimate the mean value of the item. The estimation results are then used to calculate the optimal reserve price for these cars. The estimated optimal reserves are compared to the actual reserves. Actual hidden reserves are set much higher than actual non-hidden reserves. The evidence suggests sellers set Buy-It-Nows and hidden reserves optimally to account for re-listing opportunities.     

A passenger demand model for air transportation in a hub-and-spoke network

This paper develops an air passenger model that deals with city-pair demand generation and demand assignment in a single framework. Using publicly available and regularly collected panel data, the model captures both time series and cross-sectional variation of air travel demand. The empirical analysis finds that pattern of correlations among alternatives can be described by a three-level nested logit model. Fare, frequency, flight time, direct routing, on-time performance, income, and market distance have significantly effects on air demand. Correcting for the problem of endogenous air fares using instrumental variables yields more plausible estimates of price sensitivity and value of time.     

The Impact of Omitting Promotion Variables on Simulation Experiments

Using store-level scanner data, elasticity matrices are estimated using a twotiered demand system. Two basic models are estimated, one with promotion variables and one without. Differences between the estimates across the two models are statistically significant. However, when the elasticities are used as 'inputs' into several simulation exercises, there are only small differences in merger effects and patent damage estimates.The results suggest that the differences are not 'economically' significant.     

Dual sourcing of a newsvendor with exponential utility of profit

Dual sourcing strategies supplement inflexible, low-cost country sourcing with quick response manufacturing. Due to short product life cycles, combined with uncertain demand, dual sourcing strategies are very common in several industries, in particular in the sporting goods or fashion industries.Even though scholars have given some attention to the analysis of dual sourcing strategies, the importance of the decision-maker’s risk preferences has not been covered yet.In this paper we analyse dual sourcing strategies using an extended single-product newsvendor model with two order points. Different risk preferences will be modelled using an exponential utility function. Within realistic parameter ranges, the optimal order quantities can only be numerically computed. The findings of this paper show that dual sourcing strategies are always preferable to an exclusive offshore approach, as long as the onshore ordering costs are smaller than the selling price of the considered product. The more risk-averse the decision-maker, the smaller the offshore order quantity will be.     

Market information and channel price structure

An analytical model is developed that considers the effect of demand information, and the precision with which demand forecasts are made, on channel profitability. Different channel price structures such as Stackelberg and Vertically integrated are considered and comparisons are made of the impact of information precision on channel profits under each structure. Other demand factors such as brand substitutability and share of base level demand are also included in the analysis, and the interaction of information and demand effects is examined. An empirical study is carried out using a sample of firms based in Hong Kong and support is found for the model propositions.     

行为科学对经济社会发展的推动作用

行为科学作为管理科学的基础之一，它的发展，为科技教育和经济社会发展带来了新的推动。它研究需要动机理论和群体行为、领导行为及劳动的心理活动，这些都直接促进人力资源的管理和开发，推动社会主义现代化建设。     

国际贸易与劳动力市场:研究述评

近三十年来,国际贸易迅速发展,同时各国劳动力市场保持着一种动态变化,国际贸易对劳动力市场的影响不断加深.在这一背景下,国际经济学和劳动经济学领域的学者对国际贸易与劳动力市场的关系进行了大量的理论与经验研究,相关研究主要集中在三个方面:国际贸易对各国工资的影响、国际贸易对各国就业的效应以及国际贸易对劳动力需求弹性的影响.本文将从上述三个方面对相关研究进行回顾.     

DETERMINANTS OF SCHOOL ENROLMENT AND EDUCATION ATTAINMENT: EMPIRICAL EVIDENCE FROM KENYA1

This paper investigates the determinants of demand for schooling in Kenya. Probit and ordered probit methods are used to model enrolment and attainment respectively. The results show that child characteristics, parental education and other household characteristics, quality and cost of schooling are important determinants of demand for education services in Kenya. The results further show that girls would be more affected by policy changes than boys. The findings call for targeting in efforts to boost and sustain demand for schooling in Kenya. The study recommends immediate policy interventions focusing on improving quality of education and poverty alleviation.