基于GE矩阵的顾客满意矩阵及其应用研究

文章在明晰CS内涵基础上,基于GE矩阵架构了CS矩阵,实施对影响CSI因素的评价与归集,得出了有效运作和提高CS战略执行力的改善重点及其路径,以指导企业CS实践,持续而有效地改善与顾客的关系和提高顾客满意度。     

考虑物料、产能和客户优先级三重约束的订单允诺管理问题研究

客户订单允诺管理是在市场全球化的背景下．综合考虑各种资源有限性,对客户的订单给予准确的答复．因而具有很好的应用前号。文章对现有客户订单允诺模型做出改进,在供应链资源即物料和产能双重限制下,加入客户优先级约束,通过建立模型求解,给出合理的客户订单允诺机制。文中不仅定性分析客户优先级．而且将客户优先级量化为客户价值来表示,使该订单允诺管理机制更为有效．更有利于企业的长期可持续发展。     

客户关系管理在物流公司的应用策略

伴随着我国经济与国际的接轨,市场营销中的客户关系管理（CRM）也已在各个行业应用,我国物流公司客户关系管理的发展仍处于起步阶段,不论在理论上还是在实践上都有待进一步提高。文章从物流客户关系管理的概念入手,阐述CRM应用对我国物流行业的重要性,并对以后CRM在物流行业的应用提出了相应的策略,提高物流企业的竞争力。     

顾客让渡价值分析：逆向营销视角

随着社会经济和科学技术的发展,逆向营销从根本上改变了传统营销的观念和方式,消费者成为整个营销过程的主导者。通过逆向营销的组合方式消费者能够获得更大程度的顾客让渡价值和顾客满意,并使企业能够在日趋激烈的竞争中更好地开展营销活动。     

Investment in staff development within an emergency services organisation: comparing future intention of volunteers and paid employees

Path models were evaluated to explore the impact of job satisfaction as mediator of the relationship between perceived investment in employee development (PIED) and the adequacy and availability of training on turnover intention. Models were compared for volunteers (n = 2,306) and paid employees (n = 274) within the one emergency services organisation. Results indicated that job satisfaction mediated the relationship between PIED and intention to stay for both volunteers and paid employees. PIED was a stronger predictor of job satisfaction for paid employees, while support and recognition was a stronger predictor of job satisfaction for volunteers. Results highlight the indirect role of PIED on turnover intentions. Findings also support the notion of tailored employee development programmes that enhance job satisfaction. Further, PIED may be more salient to the turnover intentions of paid employees, while support and recognition may be a key motivator of volunteers' ongoing commitment to the organisation.     

Some insights into customer orientation: an investigation of salespeople in Taiwan

Despite the claim that prosocial service behavior ratings influence sales performance (SP), an empirical discrepancy exists in relating prosocial service behavior ratings to actual SP. Furthermore, studies have seldom considered prescribed role and prosocial service behaviors together as important factors in influencing customer attitudes and SP. This article fills this void by examining the relative contribution of prescribed role and prosocial service behavior. Effective triadic data from 37 sales managers, 418 business customers, and 122 SP archives are used for exploring the relationships between customer-oriented behaviors and customer outcomes [customer satisfaction (CS) and loyalty intent] and percentage of sales quota attained. The principal results generally indicate that business customers place greater values on prosocial service behavior in predicting SP and CS, and that CS partially mediates the relationship between prescribed role service behavior and outcome variables.     

The effect of international staffing practices on subsidiary staff retention in multinational corporations

This paper contributes to the scarce body of research on employee turnover in multinational corporations' foreign subsidiaries and addresses some key issues related to dealing with turnover of local staff. Based on a literature review, I conceptualize locals' perceived career prospects and their organizational identification as key variables mediating the relationship between international staffing practices and local staff turnover. In a second step, the paper develops instruments that help international firms to retain their subsidiary staff. Specifically, I focus on how international staffing practices need to be configured to ensure employee retention and I derive moderating factors. My arguments are integrated into a framework for the effect of international staffing practices on subsidiary staff retention in multinational corporations.     

客户关系管理在国际货运代理企业中的应用研究

本文从客户关系管理的含义和意义出发,介绍了客户关系管理在我国物流货代企业中的应用现状及存在的问题,最后提出了货运代理企业应用客户关系管理的实施对策。     

以顾客价值为中心的战略定位

行业界限的模糊化和顾客需求的多样化和多变化,使得以竞争对手为焦点的战略定位越发显得不足,而以顾客价值为焦点的战略定位走入大家的视野。本文主要从这个角度重点论述了如何进行顾客价值分析,以及如何基于此进行战略定位。     

KCV与LC之间的内在机理分析

本文从客户满意、感知效果等概念的定义入手,首先推导出客户满意、顾客感知效果和关键客户价值三者之间的函数表达式,然后运用“顾客感知服务质量”理论和“效益背反”定律探讨客户满意、感知效果、物流服务水平和物流成本四者之间的变动关系。在此基础上,通过逻辑关系推理,探讨得知关键客户价值与物流成本之间的内在波动关系。