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21.
旅游保险企业销售业绩不理想的一个主要原因,是不能很好地理解互补性营销资产管理的互补机理。旅游保险企业在组合渠道资产(互补性资产)时,如果原有服务质量(核心营销资产)比较薄弱,而新渠道资产需要对服务质量作出变革时,就不可以只组合进渠道资产而保持原有服务质量不变,否则只能达到次优甚至失败。中国旅游保险企业加强与互补体合作,就有可能获取后发营销竞争优势。 相似文献
22.
In today's fiercely competitive environment, firms are increasingly relying on loyalty programs to influence customers' repeat purchase behavior. However, little is known about how customers' cultural values shape their satisfaction in response to loyalty programs. Such knowledge is important because it allows marketers to identify cultural segments that may be more or less likely to respond favorably to loyalty programs, and hence increase the effectiveness of such programs. In the current research, we propose that power distance perception — defined as the extent to which people observe power disparities in society — positively influences satisfaction of customers who hold loyalty status, but negatively influences satisfaction of customers who do not hold loyalty status with a firm. In contrast, power distance values — defined as the extent to which people endorse power disparities in society — negatively influences satisfaction of customers who hold loyalty status, but positively influences satisfaction of customers who do not hold loyalty status with a firm. A quasi-field study and several lab experiments support these propositions, shed light on the underlying mechanisms, and rule out alternative explanations. Our findings also uncover several distinct tools that marketers could use to influence non-loyalty status and loyalty status customers' satisfaction with businesses. 相似文献
23.
Frank Fullard 《The International Entrepreneurship and Management Journal》2007,3(3):263-276
This paper describes a model developed to measure customer satisfaction with enterprise training programmes. Based on developments
in customer satisfaction and quality measurement, it is proposed as an alternative to the training evaluation model developed
by Kirkpatrick (1959). A single indicator, a Customer Satisfaction Index (CSI), quantifies the level of satisfaction with each training programme.
The model also measures the individual parameters that contribute to the CSI, as well as their relative importance. It facilitates
a benchmarking process regarding these parameters and between training programmes. The development process of the model is
described, as is its use in practice. 相似文献
24.
唐光海 《技术经济与管理研究》2013,(12):102-106
作为第三方支付的重要组成部分,城市一卡通具有典型的双边市场特性,其持卡人和接入企业的顾客价值是一卡通平台创新的动力和源泉。文章针对一卡通顾客价值创新战略涉及的几个关键问题,对城市一卡通顾客价值创新机制、影响因素进行分析,提出了基于双边顾客价值感知下的城市一卡通顾客价值创新能力培育规划的主要内容：顾客功能价值创新、顾客品牌价值创新、顾客关系价值创新以及顾客价值创新风险。最后针对我国城市一卡通现阶段发展状况和问题提出了一卡通顾客价值创新对策和政策支持建议,为我国各城市发展区域性城市一卡通支付工具提供参考。 相似文献
25.
The price that a regulated access provider charges for shifting customers between service providers has significant welfare implications. Typical regulatory approaches to pricing, such as pricing based on fully allocated cost or incremental cost, ignore the characteristics of consumer demand. A theoretical alternative, Ramsey pricing, considers only the elasticity of demand for given products. This paper directs attention to the competitive process. Using US long-distance telephone services as an example, this paper shows how empirical evidence concerning customer acquisition costs, customer switching costs, and churn among service providers can help to inform price regulation. 相似文献
26.
John C. Goodale Donald F. Kuratko Jeffrey S. Hornsby 《Journal of Operations Management》2008,26(5):669-688
Professional service firms have distinct operational challenges due to the type of work that is transacted by the employees of these firms, and due to the nature of the employees themselves. In this paper, we develop and present factors that influence professional service operations in firms and compensation structures for professional service providers. We establish professional service influence factors, which we posit will impact agency relationships in professional service firms. That is, we hypothesize that professional service influence factors (PSIFs) will moderate the effect of task programmability and outcome measurability in predicting the use of behavior- or outcome-based compensation schemes (control strategy). Logistic regression is used on data provided by 192 professional service providers in order to examine the impact of the agency variables and moderating factors on control strategies. The results indicate that company- and profession-based factors have moderating effects on task programmability when predicting control strategy. We discuss the implications of our findings. 相似文献
27.
客户关系管理（CRM）是一种新的管理理念,在企业的具体实践中引入这一理念有利于企业去管理并分析宝贵的客户数据,从而更加了解和更准确预测客户的需要,改善客户服务质量,不断改进与客户关系,提高客户满意度以及加强客户的忠诚度。文章介绍了一个实用的酒店管理信息系统的设计和实现方法,针对目前传统酒店管理信息系统中存在的缺陷,重点论述了如何把CRM理念引入该管理信息系统中。实践证明,该系统具有良好的性能和较强的适用性。 相似文献
28.
网络营销时代的到来为旅游企业客户关系管理提供了便利条件.运用客户关系管理可以改变我国旅行社小、散、弱的特点,能真正把旅游市场进行有层次的细分,具有全员营销的功能. 相似文献
29.
冯宇 《贵州商业高等专科学校学报》2007,20(3):38-41
如何科学、方便地界定零售商店的商图，长期以来一直困扰着理论界和经营者。人们曾提出过各种解决办法，但由于这些办法本身存在的缺陷，在实际工作中未能获得广泛采认。商图是由顾客选择商店的行为形成的，影响顾客择店的主要因素是购物成本，它从根本上决定着商店商圈的大小。 相似文献
30.
商业银行跨国经营动机分析与启示 总被引：1，自引：0，他引：1
李伟杰 《福建金融管理干部学院学报》2008,(3):3-11
随着金融开放及国际化进程的不断深入,在更大的市场中寻找机会成为我国商业银行的必然选择。分析商业银行跨国经营的历史进程,总结国内外学者对商业银行跨国经营动机的研究,得出我国商业银行在走出去的过程中,应针对自身的特点,追随优质客户,跟随对外贸易和海外投资,达到最佳的发展跨国业务的目的。 相似文献