顾客关系营销组合研究

通过对企业如何进行关系营销组合设计的深入分析，提出了以顾客为导向的关系营销组合设计的思路和方法。进一步揭示了以顾客导向为基础、以竞争导向为补充，不断进行关系营销组合创新是企业获得可持续竞争优势的必要条件。     

基于顾客满意度的绿色采购决策研究

从提高顾客满意度(CS)的视角,研究了生态供应链(ESC)环境下绿色采购决策优化问题。利用两状态、时间离散的Markov链描述了CS的动态转移过程,以赋值形式引入利润变量,建立了ESC绿色采购决策的随机优化模型,体现了顾客导向的思想;并且给出了应用算法释例。     

The effect of management commitment to service quality on employees’ affective and performance outcomes

A service recovery performance model is proposed and tested with data from frontline bank employees in Turkey. The model is derived from Bagozzi's (1992) reformulation of attitude theory. The empirical results suggest that top management commitment to service quality, as manifested by frontline employees' appraisal of training, empowerment, and rewards, has a significant effect on their perceptions of service recovery performance. The influence of management commitment to service quality on service recovery performance is mediated by frontline employees' affective commitment to their organization and job satisfaction. Implications of the results and further research avenues are discussed. Emin Babakus (ebabakus@ memphis.edu) (Ph.D., University of Alabama, 1985) is a professor of marketing at the University of Memphis. In addition to theJournal of the Academy of Marketing Science, his research has been published in such journals as theJournal of Marketing Research, theInternational Journal of Research in Marketing, theJournal of Retailing, theJournal of Business Research, and theJournal of Advertising Research. He serves on the editorial review boards of several journals. Ugur Yavas (raxyavas@mail.etsu.edu) (Ph.D., Georgia State University, 1976) is a professor of marketing at East Tennessee State University. Besides theJournal of the Academy of Marketing Science, he has contributed to such journals as theJournal of Marketing Research, theJournal of Business Research, theInternational Journal of Research in Marketing, theEuropean Journal of Marketing, International Marketing Review, theJournal of International Marketing, Management International Review, theJournal of the Market Research Society, theInternational Journal of Service Industry Management, andLong Range Planning. He currently serves as the editor of theJournal of Asia-Pacific Business. Osman M. Karatepe (osman.karatepe@emu.edu.tr) (Ph.D., Hacettepe University, Ankara, Turkey, 2002) is an assistant professor of marketing at Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals as theJournal of Hospitality and Leisure Marketing, The Service Industries Journal, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the associate editor of theEMU Journal of Tourism Research. Turgay Avci (turgay.avci@emu.edu.tr) (Ph.D., Cukurova University, Adana, Turkey, 1995) is an assistant professor of management at Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals asThe Service Industries Journal, theJournal of Hospitality and Leisure Marketing, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the editor-in-chief of theEMU Journal of Tourism Research.     

顾客资产导向下的营销质量思考

顾客资产正日益成为衡量企业竞争力和长期绩效的重要标志。要真正实现顾客价值的最大化，企业必须在扩大市场占有率、识别顾客需求、识别顾客满意的质量因素、产品的创新和细分顾客过程等方面用质量的理念给予认真思考。     

顾客忠诚维度的企业赢利策略研究

在一个很长的历史时期，市场份额被管理者看成是衡量一个企业能否获取高额利润的重要指标．直到20世纪80年代这一观念才开始改变。大量研究表明，市场份额和企业利润的相关度在大大降低，而顾客忠诚度则成为与企业高利润更为密切相关的因素。因此，企业要实现其利润最大化，必须重视培养顾客对企业的忠诚度。     

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。     

客户知识的关键维度及其管理过程

客户知识成为企业维持持续竞争优势的关键资源。理解客户知识的内涵和关键维度是企业进行客户知识管理的前提和基础，论文结合不同行业企业的实践经验，提出客户知识应包括四个关键维度：用于客户的知识、来自客户的知识、关于客户的知识和共同创造的知识，并针对每个雏度分析了企业当前运用的管理方法，基于此．界定了客户知识管理的概念，构建了客户知识管理的过程模型，为企业有效进行客户知识管理提供参考。     

基于复合战略控制系统的战略执行力研究

从控制理论的角度对战略控制系统与战略执行力的关系、传统战略控制系统进行了分析,在此基础上构建了基于复合战略控制系统的战略执行流程,为提高战略执行力提供了一种新思路。     

客户关系管理中的价值研究框架分析

价值研究是客户关系管理研究中基础而关键的问题。现有的价值研究多半是基于企业信息完全的假设上的,但是这个假设在实践中往往很难成立。因此很有必要讨论在信息不完全和不对称的环境下价值信息的获取。可以利用信息经济学中的契约设计的原理在信息不对称的环境下获取客户价值信息。     

基于客户价值的配送企业价值链分析与重组

指出了传统价值链思想的局限性，从企业获得持续竞争优势出发，提出了基于顾客价值的价值链分析方法，并将其应用到配送企业价值链重组中，分析了虚拟配送企业价值链的特点，并对虚拟配送企业提高客户价值的方法进行了讨论。