顾客满意陷阱的成因及对策

顾客关系管理中高满意度、低忠诚度的现象被称为顾客满意陷阱。其原因是企业提供的服务超过了必要的服务水平 ,顾客会感到满意 ;但只有超过了顾客渴求的服务水平才能激励忠诚。避免顾客满意陷阱要考虑服务的层次并采取相应的措施。     

基于客户需求的供应链物流服务质量研究

基于客户需求的物流服务是供应链物流服务质量管理的核心,具有可得性、经济性、时间性和可靠性等特点,其内涵在基本物流服务系统、物流运作绩效、客户认同的物流服务质量等三个方面中有所体现。企业要持续长久地赢得客户满意,必须从整体上建立令客户满意的物流服务运作体系,建立完善的物流服务质量系统,充分认识和把握物流服务质量的显著特点和基本内涵,从满足客户需求出发,为客户提供价廉质优的物流服务。     

民族生态旅游接待村多维价值的研究--以香格里拉霞给村为例

根据景观生态学的基本原理,将民族生态旅游接待村构建为一个景观生态系统,从系统中的游客、村民和村寨三个方面来审视,发现生态旅游接待村具有不同的多维价值：予游客具有“真品”旅游价值;予村民具有脱贫的经济价值;予村寨具有民族传统文化传承和生态环境保护的社会和生态价值。三个价值的同时实现是民族村寨可持续发展的保证。云南省迪庆藏族自治州香格里拉县霞给藏族家庭接待村的实际案例也证实了这一认识的正确性。     

中国企业发展的驱动力与人为因素探析

要搞好企业的经营管理,必须把握准制约企业发展的关键因素,明确企业的内外部驱动力与人的关系。在从经营理念、经营战略、技术劳动力资源、顾客满意度四方面进行论述和分析的基础上,揭示了企业家、职业经理人、白领阶层、消费者在驱动企业发展中的作用。     

The impacts of education spending and finance reform on manufacturing property shadow values: a cost function approach

The effects of court-ordered education finance reform on property values and residential choice have received increasing attention in recent years (Fischel 2001). However, little attention has been focused on the effects of education finance reform on manufacturing sector property values within an optimizing framework. This is pursued here by modeling education expenditures and education finance reform as “free” variables to manufacturing firms in a cost function model together with input demand equations. This framework is applied to panel data on manufacturers’ capital (building and structures) stocks for the 48 continental US for 1982–1996 to estimate implicit (shadow) values to the manufacturing sector of education spending and school finance reform. On average, school finance reform lowers the implicit value of manufacturing firms’ stock of buildings and structures capital, while greater education spending lowers manufacturing variable costs.

大批量定制化服务产品优化模型探讨

本文分析了大批量定制化服务的二维生成机理,构建了服务产品优化教学模型,提出了“顾客体验点”概念,并指出:在不影响服务质量的前提下,推迟服务链中的“顾客体验点”是服务性企业提高自身效益的有效途径。     

公共精神的培育与构建和谐社会

“底线道德”与“共同价值观”在功能和地位上构成了公共精神不可或缺的两部分。公共精神作为一种观念或规则,其内在价值可以在构建和谐社会的过程中发挥重要作用。     

从历史的发展展望中国未来的价值观

今天的中国社会正处在多元化价值观并存的历史阶段,西方个人主义核心价值观中以人为本的合理之处和中国传统的集体主义价值观的相互结合,相互补充,能够更加适宜的促进未来中国社会主义建设的和谐发展。     

Customer behavior analysis using motion pictures： Research on attractive flier design method

In this report, the authors would like to propose CMP-FDM （Customer Motion Pictures-Flier Design Method） to increase the willingness of consumers to visit the automobile dealership. CMP-FDM is a method of creating attractive fliers while using customer behavior analysis with videos. According to the analysis of how customers see fliers, the authors classify their behavior into three types and create attractive designs so that each guarantees each customer＇s satisfaction. Finally, the authors integrate the three types of fliers into one attractive to all customers by organizing the design features （design elements）, and then validate the method.