我国超市发展的现状及对策

文章以即将加入WTO ,世界一些知名的经销商将更多地进入中国市场为背景 ,分析了现阶段我国超市经营中存在的问题 ,提出了相应的对策。     

A graduates ’ satisfaction index for the evaluation of the university overall quality

In the higher educational setting, students provide a relevant contribution to the quality of educational services. In such a context, the measurement of the perceived quality and related satisfaction for the university experience are of primary interest to evaluate the efficiency and efficacy of the learning processes. In this contribution, we aim at assessing the overall quality of the graduates’ university experience in terms of internal and external efficacy by applying the ECSI (European Customer Satisfaction Index) methodology, based on structural equation models and primarily developed in the context of customer satisfaction. For this aim, we propose a modified ECSI model tailored for the higher educational setting, explicitly taking into account the differences among groups of degree program. The study is carried out on data collected by the AlmaLaurea surveys at the University of Florence (Italy) in the period 2014–2017 and concerns a sample of more than 2,000 graduates. We find out eight latent variables that contribute to define the overall quality of university experience. These variables are differently affected by the type of degree program, with the highest levels of external efficacy observed for degree programs belonging to the educational, health, and engineering groups. It also turns out that interventions on the internal efficacy (i.e., quality of hardware and quality of humanware) have a direct positive effect on the university (i.e., loyalty) and an indirect positive effect on the society (i.e., external efficacy).     

关系取向对员工满意影响的实证研究

在现有文献中,有关关系取向对员工满意影响的研究尚属空白.(1)通过15位服务人员的深度访谈,对关系取向的内涵进行定性探索;(2)预调查对量表的信度和效度进行评价并修改部分问项;(3)对天津连锁药店的86位店长和217位销售人员的正式问卷调查表明:关系取向、关系交换与员工满意正相关;个体文化差异对关系交换有负向影响,而对关系取向有正向影响.研究结果可以指导经理们提高上下级关系管理的有效性.     

基于顾客满意的企业供应链创新设计

重点分析了供应链物流服务与提高顾客满意度的关系，明确了提高顾客满意度的供应链物流服务要素，提出了基于提高顾客满意度的企业供应链设计思路，并给出了基于供应链物流服务的企业利益创造模型。     

基于感知价值的服务失误补救后顾客满意的实证研究

本文在资源交换理论的框架下，提出了一个基于感知价值的顾客补救后满意的整合模型，研究服务失误和补救服务属性的交互作用对顾客感知价值的影响，最终决定顾客补救后满意。研究表明，感知价值对顾客补救后满意有较强的解释作用，同时还证明了服务失误内容和补救服务属性之间的交互作用，确实对顾客感知价值有显著的影响。     

长庆油田井下作业用户满意度评价的发展研究与应用

对长庆油田采油二处井下作业系统开展用户满意度调查的历史状况进行了剖析总结,在引进评价模型的基础上,提出了适用于长庆采油二处井下作业系统的用户满意度测评体系,并进行了具体运用.     

油田井口防喷器产品用户满意度评价

顾客满意度（CSD）这一指标的测量和利用在现代企业的组织和生产中显得尤为重要。针对CSD测量结果存在主观多、客观少、定性多、定量少的缺点，提出采用多目标决策的对层分析法，并结合加权平均法，阐述油田井口防喷器满意度评价。     

Market orientation and customer satisfaction: Evidence from British machine tool industry

This paper examines empirically the relationship between market orientation and business performance in the context of British machine tool industry. An industry-specific market orientation scale was developed. Factor analysis revealed that there were four latent dimensions underlying the market orientation: customer orientation, competitor orientation, departmental responsiveness, and customer satisfaction orientation. Findings suggest that customer orientation and customer satisfaction orientation have a stronger impact on performance than the other dimensions, and that competitor orientation has a U-shape relationship with performance. Departmental responsiveness did not appear to be significantly related to the business performance. Managers could use the multidimensional conceptualization to develop particular kinds of orientations required for better performance.     

油田相关行业用户满意指数测评模型与方法研究

用户满意指数是一种全新的宏观经济指标和产品质量评价指标，是企业经营业绩的主要评定内容建立在用户满意指数测评模型理论基础上，借鉴国内外用户满意指数测评体系方法，结合油田的具体特点，构建出油田装备(耐用)行业、油田消耗品(非耐用)行业、第三产业的用户满意指数测评模型。模型反映出各结构变量之间以及结构变量与对应观测变量之间的相互关系：提出了用统计分析系统的含隐变量线性结构方程的协方差分析过程求解该测评模型，揭示了各结构变量之间的相互依赖程度，计算出各个结构变量的指数，最后，对油田某装备的用户满意指数测评结果进行了分析，为企业改进产品质量、提高服务质量提供了切实可行的信息     

Do monetary subjective well-being evaluations vary across space? Comparing continuous and discrete spatial heterogeneity

Using subjective well-being estimations, this study analyzes whether compensating variations vary across space using a cross-sectional data set from Chile. To achieve this goal, it describes and compares two econometric ways of modelling unobserved spatial heterogeneity. Both approaches allow compensating variations to vary across spatial units by assuming some distribution a priori. One method assumes that the spatial heterogeneity can be represented by a discrete distribution (a group of regions that share the same coefficient) and the other that the preferences can be represented by a continuous distribution (each region has a different coefficient). The results show that focusing just on the average estimates of compensating variations, as the applied studies have done so far, masks useful local variation. More empirical studies are needed to assess the advantages and disadvantages of both econometric approaches and how their results compare across a wide range of conditions and samples.