基于顾客导向的物流企业风险预警

文中通过回顾企业风险预警管理相关文献,分析了物流企业风险形成主要影响因素,并结合物流企业运营特征,建立基于顾客导向的物流企业预警指标体系,运用灰关联分析方法评价物流企业顾客满意度,对物流企业的风险进行预警。     

如何设计中国顾客满意指数调查问卷

中国顾客满意指数作为一种新的质量业绩衡量指标,能够有效地反映我国企业、行业、国民经济中的各部门以及整个国民经济的质量状况。问卷设计是中国顾客满意指数调查的关键环节。文章结合中国顾客满意指数调查的特点,对设计调查问卷的原则、方法及问卷设计过程中需要注意的问题进行了探讨。     

SERVCON: development and validation of a multidimensional service convenience scale

As customers have demanded greater convenience in service exchanges, researchers have responded by incorporating the convenience construct into their conceptual models and empirical studies, but a comprehensive, formally validated measure of convenience remains lacking. This study conceptualizes service convenience as a second-order, five-dimensional construct that reflects consumers’ perceived time and effort in purchasing or using a service. Service convenience dimensions are salient at different stages of the purchase decision process. Given this conceptualization, the study presents the development and validation of the SERVCON scale, a comprehensive instrument for measuring service convenience. The five dimensions are independent within a nomological network that illustrates distinct antecedent and consequent effects, and the results reinforce the multidimensional representation, offering insight into the distinctive relationships between each service convenience dimension and its antecedents, such as competitive intensity, and consequences, such as repurchase behavior. The findings help researchers and managers understand a fully conceptualized convenience construct and facilitate the measurement of convenience in future empirical studies.     

论购物成本——一个界宸商圈的新视角

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。     

影响顾客满意因素的简析

取得高程度的顾客满意是营销的最高目标。然而，能够使一个顾客满意的东西，未必会使另一个顾客满意；能使顾客在一种情况下满意的东西，在另一种情况下未必能使其感到满意。因此，公司及其员工应该全面了解影响顾客满意度的因素。     

智力资本中的客户资本管理研究

本文从界定智力资本、分析客户资本的含义和特征入手 ,阐述了企业客户资本管理的环境 ,客户资本细分 ,客户资本的衡量和客户共同学习的策略 ,提出了客户资本管理的新思路。     

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).     

遗传算法及其在客户关系管理中的应用研究

遗传算法是一种宏观意义下的仿生优化算法，它模拟生物在自然环境中的遗传和进化过程而形成的一种自适应全局优化概率搜索算法。这种算法可以用于对海量的客户信息进行搜索，提取对决策有用的信息，让企业在激烈的市场竞争中处于有利地位，最终达到最高利润。本文还通过一个简单的实例研究将该算法应用在客户关系管理中。     

运用CRM开展图书馆服务

CRM是通过对客户信息资源的管理,来提高客户对企业产品和服务的满意度。企业的客户关系管理与图书馆的读者管理具有一定的相似性。本文深入理解了CRM的内涵,分析了运用CRM开展图书馆服务的必要性、可行性,以读者为中心,分别从读者信息的获取、挖掘及运用角度,具体讨论了CRM在图书馆服务中的应用,最后预测了将CRM运用于信息服务工作的前景。     

商业银行顾客忠诚问题研究

我国银行业的竞争日趋激烈，顾客资源成为商业银行之间竞争的焦点，赢得顾客忠诚将是商业银行在竞争中取胜的关键。本文对商业银行顾客忠诚的内涵、价值和影响因素进行了分析，对商业银行培育顾客忠诚提出了相关对策。