基于TPL的大规模定制企业物流集成化运作探讨

从物流总成本、响应速度、生产柔性、市场营销4个方面分析了大规模定制企业对物流提出的新要求,说明大规模定制企业采用高效的集成化物流的必要性。最后,还提出了大规模定制企业可采用的物流集成化运作模式。     

高校图书馆个性化月艮务中用户信息的获取与分析

阐述了高校图书馆个性化服务的概念和内涵以及获取用户信息需求的必要性,着重论述了基于数据挖掘方式获取高校信息用户信息需求的主要方法,并依据挖掘数据对高校信息用户群体以及其信息需求进行了分析,评述了其信息需求的特点。     

Consumer satisfaction with a mass customized Internet apparel shopping site

The present empirically examined customer satisfaction with Internet sites that vary in the opportunity for mass customization. The expectation–disconfirmation model was used as a theatrical framework of the study. Two children's apparel sites were developed as the stimuli: one with a mid level of interactivity and the other with a high level of interactivity, for selection of clothing design options. The data from 208 respondents were analyzed using LISREL 8.72. The finding indicates that both consumers' expectations and perceived performances for the mass customized sites included positive and negative aspects. The results suggest that expectations were not a significant predictor of satisfaction for this innovative shopping experience yet satisfaction was primarily driven by the performance of the site and predicted by disconfirmation of expectations. The findings also suggest that expectations are not related to performance perceptions, possibly due to consumers' lack of familiarity with mass customization. The more interactive site yielded the more positive performance as well as overall positive satisfaction. Nevertheless, the less interactive site, which offers fewer choices than more interactive site, yielded more positive behavioural consequences. The generalization of the results of this study is limited because of lack of random sampling and use of the mock site of children's apparel product category. However, useful theoretical and managerial implications are discussed.     

先进生产方式下的产品开发

文章根据现代生产组织方式及现代产品开发的特点和要求,通过对三种生产方式下产品开发模式的特征分析,探讨了各种不同产品开发方式的异同点,指出了基于精益思想的产品开发适合单一项目管理,基于模块化技术的敏捷产品开发有利于多项目管理,而大规模定制下的协同产品开发是跨公司的多项目管理。为现代企业根据自身现有生产条件和产品特点选择适当的产品开发模式提供一些参考。     

From Guanxi to customer relationship marketing: How the constructs of Guanxi can strengthen CRM in the hospitality industry

Abstract

Business today has recognized the cost advantages of customer retention. In reaction to decades of industrialization and mass production, the pendulum has slowly swung back toward more one‐to‐one customer relations and mass customization. One‐to‐one personal attention and relationship building is widely perceived as a desirable method for increasing customer loyalty. Such concepts, however, are not new. Over thousands of years, the Chinese have been practicing “Guanxi,” which Davies (1995) defines as the social interaction within a networked group where repeated favor exchanges ensure a measure of trust among the participants of this network. The constructs of Guanxi, namely bonding, trust, empathy, and reciprocity, can be combined with customer relationship marketing (CRM) and strengthen what a business can offer its customer. This paper, therefore, discusses the history and development of Guanxi in China and its similarities to customer relationship marketing that is practiced today in the Western world. It also presents how the constructs of Guanxi can be combined with CRM. Tips for good Guanxi and CRM to ensure success are also highlighted.     

推进饭店个性化服务的理论依据和方法

推进个性化服务是提高饭店竞争力的明智之举。从饭店个性化服务的产生背景入手，在理论上分析了激发顾客消费的两类动机因素，即服务的必要因素和魅力因素，阐述了满足顾客需求的3个发展阶段，即量的满足、质的满足和个性化满足的时代，提出了5条有针对性的推进措施。     

The role of customization,brand trust,and privacy concerns in advergaming

This study investigates the effects of advergame customization features and trust in the brand advertised in the advergame on players’ brand attitude and personal information disclosure. Moreover, we examine to what extent players’ privacy concerns moderate these effects. Drawing on self-determination theory and uncertainty reduction theory, we developed and tested a game with varying levels of customization features and brand trust. Results show that customization possibilities and brand trust may have a positive influence on advergame persuasion outcomes, but this influence is strongly conditioned by consumers’ privacy concerns. When privacy concerns are low, a game containing customization features leads to a more positive brand attitude. However, when privacy concerns are high, the effect becomes negative. Additionally, we find that different levels of privacy concerns do not affect players’ responses toward high trust brands, but toward low trust brands. For low trust brands, players with high privacy concerns show more negative game responses than players with low concerns. These findings set the boundaries for several theoretical and practical implications regarding advergame effectiveness.     

The Complementarity Of Mass Customization And Electronic Commerce

In this technology-intensive business world, it is important to note that technology does not work alone; it only works when all other supporting elements work in concert. Two ‘things’, or business strategies, are complementary when the marginal contribution of one increases with the value of the other, and vice versa This paper models two business strategies, electronic commerce and mass customization, in a profit maximization model and shows that these two strategies as complementary under certain assumptions. In doing so, this paper sheds light on why many mass customization attempts failed and why electronic commerce does not bring in as high a return as expected. This paper includes three sub-models and shows the optimal price movements under each scenario.     

Toward Mass Customized Product Deployment in E-Commerce: The Modularization Function and Postponement Strategy

Strategically deploying customized products in an e-commerce environment not only helps businesses respond with greater agility to customer needs and strengthen their market position, but also helps businesses gain competitive edge and increase profitability. Underlying successful mass customization within the digital marketplace, a firm needs a methodology for striking a balance between the degree of customization and product pricing and delivery time—a critical supply chain issue. Providing either too much or too little customization can negatively impact both the business and the customer.

This study introduces a decision-making method for product customization. This method takes into account the level of customization, production costs, and the product delivery time and applies the concept of postponement strategy to the product supply chain to boost overall supply chain effectiveness and customer satisfaction. Bicycle customization is used as an example to demonstrate the feasibility of the new approach to determine the optimal level of customization in product deployment.     

Assessing Customer Satisfaction in a V-commerce Environment

This article describes the design and implementation of a non-intrusive method of assessing customer satisfaction in a voice-enabled electronic commerce environment. After recording a customer's speech voice during his or her interaction with a voice-enabled Web system (VWS), a subsequent questionnaire survey was immediately administered to identify the satisfaction level of the customer. Afterward, a collection of recorded customer voice files and the corresponding values of customer satisfaction were used to construct an artificial neural network-based expert system, the satisfaction level assessment system (SLAS), which was thereafter integrated into VWS for automatically detecting the satisfaction level of VWS users. Experiments were performed to test the feasibility and applicability of the proposed method, and good preliminary results were derived. Instead of using the conventional questionnaire-based approach, SLAS is non-intrusive because it does not require users to fill out any questionnaire. The proposed method can be used by various voice-based business applications, such as call centers and customer relationship management, to achieve the business objective of improving customer satisfaction, enforcing customer loyalty, increasing re-purchase rate, and enhancing enterprise's benefits. The proposed SLAS (including method and system) that was filed for patent application was recently approved by the Taiwan Intellectual Property Office under Patent No. I268478.