CRM在校园网用户服务与管理系统中的应用

对在校园网用户服务与管理中融入CRM技术与理念做出分析 ,提出基于WEB的多校区运用数据挖掘技术的校园网用户服务与管理系统的体系结构 .     

汽车4S店服务补救对补救绩效的影响研究

服务补救是服务型企业对顾客不满和抱怨行为做出的补救性反应,补救绩效是服务补救措施给企业带来的实际效果,服务补救是影响补救绩效的重要因素。以汽车4S店为研究对象,检验服务补救影响补救绩效的理论模型。结果表明,服务补救以其维度特征对补救绩效产生影响,而顾客个性特征显著调节这一影响过程。最后,提出了汽车4S店提升服务补救绩效的管理建议。     

顾客绑定策略对组织绩效的影响研究——以网络零售行业为例

文章以中国网络零售行业为例,检验顾客绑定策略对组织绩效的影响作用。基于市场导向理论、关系营销理论、交易成本理论和声誉理论构建研究模型并通过调查232家公司实证检验该模型。结果表明:财务绑定策略对组织绩效有正向影响,特别是当网站声誉好时,财务绑定策略能够显著提升组织绩效;社会绑定策略对组织绩效的提升作用最显著,当第三方物流服务质量的不确定性增强时,社会绑定策略对组织绩效的正向影响将会逐渐减弱;结构绑定策略能提升组织绩效,而且当第三方物流服务质量的不确定性增强时,结构绑定策略对组织绩效的影响会增强。     

服务业顾客流失原因对顾客感知回归价值和回归意向影响的实证研究

在顾客关系管理研究中,顾客获取、顾客维持、顾客忠诚都得到了较为深入的研究。而对于流失顾客的赢回研究是长期来被学者们忽视的一角。本文以顾客赢回为背景,从实证的角度考察了顾客流失原因及不同水平的赢回策略对顾客感知回归价值及顾客回归意向的影响。研究表明,因企业自身原因而导致流失的顾客在面对相同水平的赢回提供时,表现出较低的价值感知和回归意向;同时,高水平的赢回措施对顾客的感知价值和赢回意向产生显著积极作用。文章最后为顾客赢回今后的研究提出了几点建设性意见。     

面向云制造的装备模块化开发管理模式研究

近年来,装备制造业取得了快速发展,但也面临着全球资源短缺和价格上升等诸多因素的冲击。在云制造时代,装备制造产业的转型升级面临着前所未有的战略机遇。基于行业发展形势和需求,面向装备产品提出模块化开发和管理方法,包括模块的定义、模块化产品结构管理、承接模块化开发的供应链管理模式和模块化线体布局方案,主要目的是为解决云制造中针对装备产品的客户需求分析、产品规划、海量装备产品数据信息管理和采购及生产实现等一系列问题提供思路。研究旨在为云制造形势下促进装备制造企业优化产品的开发和管理,提升其产品和服务在全球市场中的竞争力提供思路。     

法域竞争与法律功能的再审视——中国（上海）自由贸易试验区如何创设争议解决机制？

中国（上海）自由贸易试验区主要是经济试验区,而非法律试验区,其功能并非法律创新试验。自贸区建立后应该清理现有的企业j金融等领域的法律,明确自贸区内不适用的法律的范围。在建立法律“负面清单”的前提下,自贸区的争议解决机制应当处理好两对关系：政府和市场的关系,仲裁、调解和诉讼的关系,并借鉴法域竞争理论,增强自贸区争议解决机制的竞争力。     

顾客参与自助服务补救量表的构建和研究

由于自助服务的本质和特性,当发生服务失误时,服务补救的提供者不再只是企业和员工,在很多情形下,顾客也要参与到自助服务补救中来。为构建顾客参与自助服务补救量表,以网络预订为研究对象,通过理论驱动和数据驱动相结合的方法,采用验证性因子分析(CFA)和探索性因子分析(EFA)等规范的实证研究,构建了顾客参与自助服务补救量表,得到了信息搜寻、补救准备和付出努力3个维度,并阐述了该结果在营销上的应用,最后指出了研究的局限性与未来的研究方向。     

Randomization Approaches for Network Revenue Management with Customer Choice Behavior

In this study, we present new approximation methods for the network revenue management problem with customer choice behavior. Our methods are sampling‐based and so can handle fairly general customer choice models. The starting point for our methods is a dynamic program that allows randomization. An attractive feature of this dynamic program is that the size of its action space is linear in the number of itineraries, as opposed to exponential. It turns out that this dynamic program has a structure that is similar to the dynamic program for the network revenue management problem under the so called independent demand setting. Our approximation methods exploit this similarity and build on ideas developed for the independent demand setting. We present two approximation methods. The first one is based on relaxing the flight leg capacity constraints using Lagrange multipliers, whereas the second method involves solving a perfect hindsight relaxation problem. We show that both methods yield upper bounds on the optimal expected total revenue. Computational experiments demonstrate the tractability of our methods and indicate that they can generate tighter upper bounds and higher expected revenues when compared with the standard deterministic linear program that appears in the literature.     

Lean Control for Make‐to‐Order Companies: Integrating Customer Enquiry Management and Order Release

A lead time that is short, predictable, and reliable is an increasingly important criterion in supplier selection. Although many companies may achieve this through lean implementation, high‐variety manufacturers, for example, small and medium‐sized make‐to‐order companies, have found that lean's planning and control techniques do not apply. This article outlines a planning and control concept known as workload control (WLC) that integrates customer enquiry management, including a due‐date setting rule, with order release control. Simulation is then used to assess its impact on shop performance. Results demonstrate that an integrated WLC concept can reduce the percentage of tardy jobs—so short lead times can be realistically quoted—while also reducing and stabilizing workloads. WLC can level demand and production over time when work is not standardized and it is not possible to synchronize flows on the shop floor. Results are shown to be robust to changes in routing characteristics, the mix of orders with due dates specified by the customer and proposed internally, and the strike rate (or order‐winning probability). Hence, an integrated approach to WLC represents an important step toward achieving lean in make‐to‐order companies.     

实施差异化战略增强企业竞争优势

在当今激烈的市场竞争中,在“买方市场”条件下,企业必须站在顾客的立场上提供顾客需要的产品和服务,实施差异化战略,构筑企业竞争优势。差异化战略的内容包括:产品差异化、市场差异化、形象差异化和服务差异化。实施差异化战略存在风险,企业应以提升顾客价值为出发点,不断创新,以保持持续的竞争优势。