浅谈客户关系管理在电子政务中的应用

电子政务 (ｅ - ｇｏｖｅｒｎｍｅｎｔ)和客户关系管理 (ＣＲＭ )是目前两个热点研究领域 ,但国内有关客户关系管理在电子政务中应用的研究尚不多见 ,使用中文搜索引擎检索这两个关键字 ,仅有天极网①编译的一篇国外文章 ,还是对美国俄亥俄州政府信息主管的采访。实际上 ,客户关系管理虽然起源于企业管理领域 ,但其通过技术支持提供更好服务的目标同样适用于政府的公共服务。本文尝试分析客户关系管理在电子政务中应用的可行性。（一）什么是客户关系管理客户关系管理就是维系与特定客户的长期关系以提高企业利润的业务战略。它并不是一个新…     

云时代下客户关系管理研究

云时代的客户关系管理让使用客户关系管理的企业变得更加轻松自在.云计算模式带给客户关系管理新的变革,也带来了新的发展机遇.本文通过对客户关系管理研究,提出了在云时代下,客户关系管理发展面临的机遇及存在的问题,为云计算模式客户关系管理的发展起到了推波助澜的作用.     

数据挖掘在客户关系管理中的应用

客户关系管理既是一种管理理念,也需要相应的支持,本文从分析数据挖掘在客户关系管理中的作用入手,叙述了数据挖掘的概念、常用方法、数据挖掘的流程,并在此基础上研究了数据挖掘技术在客户关系管理中的一些应用。     

智能客户关系管理发展趋势研究

本文从CRM产生与发展的基础上,研究了智能化客户关系管理体系的内涵和管理思想,分析了智能化客户关系管理体系的类型和结构,辨析了CRM在以往行业应用中高失败率的原因,最后讨论了智能化客户关系管理的发展趋势。     

供电营销中客户关系管理的应用分析

随着电力体制的改革和电力市场的不断拓宽,客户关系管理(CRM)越来越受到电力企业的重视,尤其是在供电营销中,客户关系管理(CRM)影响到供电营销策略的实施.本文通过阐述客户关系管理(CRM)的理念和作用,对供电营销中客户关系管理(CRM)的应用做出分析.     

乡村基投资有限公司客户关系管理应用研究

客户关系管理,一直是值得深入讨论的问题,有很多专家学者都对其进行了探讨研究。借鉴前人的研究,本文以乡村基投资有限公司为基点,运用文献归纳、理论研究法、比较研究等分析方法,对乡村基投资有限公司客户关系管理进行分析研究。希望通过对乡村基投资有限公司客户关系管理应用研究,对快餐业客户关系管理的实施提供借鉴。     

数据挖掘技术在电信CRM中的应用

在介绍数据挖掘技术和客户关系管理概念的基础上,以电信行业为背景,介绍了将数据挖掘技术应用到客户关系管理中的流程和方法,最后以一个案例说明了数据挖掘技术是如何在企业的经营分析中发挥作用的.     

汽车企业客户关系管理的现状探析

目前,客户关系管理在汽车企业中的应用虽得到广大汽车企业的认可和推崇,但是,由于客户关系管理在我国的应用尚处于起步阶段,仍然存在种种问题。本文以汽车企业客户关系管理的现状分析为主要立足点,对当前存在的主要问题进行分析,并在此基础上提出改善这些问题,完善客户关系管理的可行性建议,希望对客户关系管理在汽车企业中的应用起到一定的推动作用。     

浅谈银行个人业务中的客户关系管理

本文阐述了银行个人客户关系管理的基本理论,分析了国有银行个人业务应用客户关系管理的必要性及其应用,并提出了应用客户关系管理应注意的问题,具有一定的借鉴意义。     

电子商务时代的客户关系管理

网络技术的高速发展,电子商务时代来临了,客户关系管理是当今企业的一个重要话题.该文从客户关系管理涵义谈起,指出了企业实施客户关系管理的意义,具体提出电子商务时代实施客户关系的策略包括建立客户关系管理信息系统和加强客户服务提高重点客户满意度.     

Power,authority and legitimacy

Management, human resources, organization, control, leadership, etc., all seem to be just so many euphemisms for power, and this suggests a discourse of management and organization that calls things by their proper name. This paper on the contrary stresses the need to resolve the concept of ‘power’ itself into more differentiated notions, and proposes that clarification may be derived from distinctions once explicit in the vocabulary of Classical antiquity, but lost in modern European languages. It argues that nothing but confusion in thinking about organizations, management and legitimation can result from the failure to recognize that the phenomena this vocabulary identifies and distinguishes are irreducibly different.     

Defining Spirituality of Work

There is a current surge of writings on spirituality and related topics. For instance, Woodward (1997) has pointed out that since Thomas Moore's publication of Care of the Soul in 1994 there have been nearly 800books published with the word soul in the title. These run all the way from Chicken Soup for theWoman's Soul (Canfield et al., 1996) to A Guide to Liberating YourSoul (Barrett, 1995). Spirituality of work is a big part of this surge. Definitionsof spirituality of work seem to vary widely. Bowman (1998, p. 8) in his `reviewof the phenomenon of spirituality of work' found `Definitions of the term spirituality in the context of the Spirituality of Work troublesome and particularly subjective. Many writers do not even attempt definitions.' The purpose of this article is to review the concept of spirituality of work in its historical and current use and to propose a comprehensive definition.     

WebStress: a web interface to explore a multidatabase bibliographic corpus on occupational stress

A bibliographic study on a multidisciplinary subject, such as occupational stress, requires a multidatabase query facility. Given this, we searched eight databases belonging to different fields (medicine, psychology, etc.) and from different countries. Thus, more than 26000 references on occupational stress were gathered. A bibliographic corpus of this sort is unusable because of the heterogeneous format of the records and the number of duplicate entries. Considering the limitations of commercial programs, we have developed a system, called WebStress, for reformatting the data and removing duplicates. The huge number of references and the research needs of updating and searching have necessitated the addition of several other functions to WebStress. Therefore WebStress comprises a web interface that makes it possible to search the corpus with advanced features (using clustering, a specialized thesaurus on stress and Boolean queries). In addition to the usual bibliographic queries on a specific database such as Medline, WebStress provides bibliometric analysis of the corpus, which might contribute to a detailed analysis on occupational stress in order to highlight the networks of researchers and to find the main topics studied in this area. WebStress is not yet available to researchers in general. It is being further developed, and also permission needs to be obtained from the eight commercial bibliographic databases that it consults.     

A new lease for life? The return of vitalism in management and organization studies

This paper starts from a growing interest in the concept of concern, lived experience or “inhabiting” as part of the so-called “affective turn”. My main argument is that the notion of concern cannot be thought or understood without the concept of life. The concept of life, however, is somewhat of a taboo topic in the social sciences. I hold, nevertheless, that in order to reflect on their assumptions and to define concern for their own studies, scholars need to think about life and make a choice regarding the various approaches that can be taken. I therefore present and compare four vitalist approaches: romanticism and Lebensphilosophie, vitalism as ethos and pathos, neuroecosociality as well as vitalism as becoming.     

Effects of the implementation of information technology on employees' strain and job satisfaction: a context-dependent approach

The effects on staff of the implementation of new office information technology were investigated in ten companies in Vienna using a longitudinal design. Strain and satisfaction of 331 employees (implementation sample: n = 212; control sample: n = 119) were measured at five points in time over a period of 22 months. The study is based on a context-dependent approach. Personal factors (individual differences, external load) were assessed by questionnaires, and situational factors (job design, implementation content and implementation context) by objective measures. The impact of these factors on employees' strain responses was tested using structural equation modelling (SEM). While the implementation of new technology as such made no significant contribution to the explanation of strain variables, a reasonable model fit was achieved when implementation characteristics were taken into account. The data suggest that negative effects of implementations must be expected if (1) adaptational demands do not include the enhancement of employee qualifications, (2) character-based user interfaces are not replaced, and (3) employees have few or no opportunities to participate in the implementation process.     

Consequences of work-family conflict on employee well-being over time

The effects of work-family conflict on the well-being of a diverse sample of 342 non-professional employees from the greater Los Angeles area were examined. Data were collected at two points in time, and a rigorous research design was employed. The effects of self-report bias were considered by controlling for social desirability bias, and by collecting two sources of data (i.e. self-reports and co-workers reports). The results revealed that work-family conflict predicted employee well-being over and above social desirability bias. In addition, analyses were consistent when both self-reports and co-workers reports were utilized. Finally, work-family conflict was a longitudinal predictor of employee's positive well-being. Both cross-sectional and longitudinal analyses were consistent across self-reports and co-worker reports.     

Policy Goals for Health and Safety

Health management and safety regulation are separate disciplines but share the aim to extend expectancy of life in good health. The need to improve cost-effectiveness calls for their co-ordinated management according to a unified rationale. Three guiding principles of accountability, demonstrable net benefit and a uniform measure of performance, have been laid out in Canada by the Joint Committee on Health and Safety. They call for open accounting in terms of (health-related quality-adjusted) life expectancy. The principles are utilitarian in format but, it is argued, inequity is naturally diminished in the process of optimizing cost-effectiveness through maximum marginal returns. Comments are made on practical implementation. The need for public consent in practice calls for two additional principles reflecting fair procedure and sovereignty of the citizens. It is concluded that public health and safety measures should be surveyed, documented for cost-effectiveness and prioritized for improvement.     

The impact of a participatory organizational intervention on job stress in community health care institutions

The aim of the present study was to investigate the effect of a short-term participatory intervention in health care institutions in Norway on workers' control, other job characteristics, job stress, subjective health and job satisfaction. Participants (including managers and supervisors) were randomly allocated to intervention groups and to a control group. Actions to solve problems based on the employees' own perceptions of the main problems were seen as the key motivators for organizational improvement and increased control at the task and office level in the work situation. The main stressors identified by the participants in this study were lack of information, communication and respect between professions, as well as the need for professional and personal development. The participatory intervention had a positive, but limited effect on work-related stress, job characteristics, learning climate and management style, and seemed to have started a beneficial change process. There were no negative short-term effects on work-related stress and job demands. Organizational interventions may be a potential training ground for acquiring participatory skills and resources, and if sustained after the intervention period, they can have long-term effects on problem solving, job stress and employee satisfaction.     

Circadian Rhythm and the Business Person

Each human being has an internal timekeeping mechanism. To date, over 100 so-called circadian rhythms have been detected. Perhaps the most significant is body temperature. There is an apparent connection between this rhythm and the efficiency with which we do things in the course of the working day. Within individuals, patterns have been discovered which give credence to the popular notions of a morning or an afternoon person, and so on. Our memory changes from morning to afternoon: short-term memory is stronger in the morning, and long-term memory stronger in the afternoon; in schools, morning students have higher grades than students who have other time-of-day preferences. Therefore, a strong case can be made in support of flexible time schedules. It is reported that productivity went up on the introduction of such a scheme. Employee stress has been seen to decline also. When flextime was offered, parents with small children took advantage of the benefit as well as unmarried employees. The only drawback is ensuring that, with so many individual variations in preferences, the needs of the company are fully met. If such a scheme can be devised, however, the research suggests that productivity and efficiency will increase.