银行顾客排队公平性与行为关系实证研究

通过数字100调查网进行为期20天的调查，收回有效问卷484份，具体调查了当前我国银行顾客遭遇的排队不公平现象、顾客排队不公平对银行满意度的影响、排队不公平所引起的顾客行为类型以及顾客不放弃办理业务或转换银行原因，从而弥补了理论界在此问题上的研究不足，有助于推动银行改进排队规则和加强排队管理。     

Initiating Personal Growth: The Role of Recognition and Life Satisfaction on the Development of College Students

The purpose of this study was to examine the mediating role of life satisfaction between positive recognition and levels of personal growth initiative in a collegiate setting. The design of the research study utilized a quantitative research method. A brief questionnaire assessed 204 undergraduate students at a mid-sized university. The average age of the participants was 19 years old and the predominant race was Caucasian. Approximately the same number of male and female participants completed the survey. Each participant answered questions that measured perceived life satisfaction, personal growth initiative and the amount of recognition and praise received from family and overall within a typical college setting. Structural Equation Modeling was used to examine the relationship between the variables. The hypothesized mediational model had adequate fit. Positive recognition and personal growth initiative were mediated by life satisfaction χ² (n = 204, 101) = 259.20, CFI = .88, TLI = .86. Results from this study hope to show that life satisfaction builds the relationship between receiving recognition and an undergraduate’s involvement in changing and developing as an individual. In addition, the study hopes to use the emerging field of Positive Psychology to identify applications of life satisfaction, personal growth initiative and recognition to assist with the optimal functioning of college students and the overall educational institution.     

关于大学生就业意识、能力准备与就业满意度之间关系的研究

大学生就业意识的强弱及能力准备充分与否,直接关系到大学生对找到的职业的满意程度。当前我国大学生就业意识有待加强,能力准备应更为充分。就目前来看,不少大学生的能力准备状况与用人单位的要求之间存在着差异。期望值过高、能力准备不足是导致大学生就业满意程度不高的重要因素。     

市场竞争与客户投诉处理的关系

本文详尽论述了市场竞争和客户投诉处理的关系 ,结合工作的经验给出了国企和外企的处理客户投诉流程图 ,分析了运作方法上的不同和差异。     

The effect of couples education on marital satisfaction in menopausal women

ABSTRACT

Inviting husbands to come to terms with women’s adaptation to the phenomenon of menopause is beneficial. The aim of this research was to uncover the effect of couples education on marital satisfaction. This study was performed on 80 menopausal women accompanied by their husbands. The intervention group received four sessions of couples education. The results showed that the mean increase in the rate of marital satisfaction after couples education in the intervention group was significantly higher than the control. Short-term couples education has a significant positive effect on marital satisfaction. Therefore, this counseling strategy can be integrated into health-care programs.     

Influence of Acculturative Stress of Married Migrant Women on Marriage Satisfaction: The Mediating Effect of Problem‐Solving Ability and Information Support

This paper aims to examine the mediating effect of problem‐solving ability and information support on the relationship between acculturative stress and marriage satisfaction of married migrant women. To this end, the research model was established on the basis of the stress‐coping theories and resource model, and existing relevant research, and the mediating effect was verified through a structural equation. The subjects were married migrant women living in Busan and Gyeongsangnam‐do. The data from 307 respondents to questionnaires was used for analysis. In accordance with the analysis, the goodness‐of‐fit of the measurement model and structure model was significant. Moreover, problem‐solving ability had a mediating effect on the relationship between acculturative stress and marriage satisfaction. However, information support had no mediated effect on the relationship between acculturative stress and marriage satisfaction. This paper suggests practical implications of improving marriage satisfaction of migrant women on the basis of the analysis results.     

基于感知风险理论的电子商务行业顾客参与驱动因素研究

基于感知风险理论，以顾客参与度较高的电子商务行业为背景，构建理论模型并实证检验了感知风险各维度对顾客参与行为的驱动作用及主要人口统计变量的调节效应。研究发现，感知风险对顾客参与有明显的驱动作用，性别、年龄、职业、收入等人口统计变量对感知功能风险、服务风险的调节效应均不显著，对其他感知风险维度均有明显调节作用。     

电信业集团客户CRM价值评估模型设计与应用

电信重组使国内电信市场进入"三足鼎立"时代,3G牌照的发放、全业务经营、渠道整合,使得电信业竞争日趋激烈,集团客户市场成为新一轮市场竞争的焦点。文章在研究了客户关系管理、集团客户价值、客户价值评估理论基础上,构建了基于CRM的电信业集团客户价值评估模型,使用某电信运营商2011年最新集团客户数据对模型进行了实证分析,为电信运营商提升市场竞争力提供了有效的分析工具,同时也为电信运营商集团制定客户发展战略规划与决策提供了相应的对策和建议。     

高校学生满意度影响因素分析

学生满意度是衡量办学水平高低的重要指标。随着高等教育竞争的激烈化,大学生满意度越来越引起人们的重视。目前,我国大学生对高校不满意的地方集中体现在专业设置、师资队伍、校园环境等方面。高校扩招所带来的各种压力、国家对教育的投入不足、教师投入与学生需求的失衡、学生自我认识不足,都是制约大学生满意度的主要因素。要提高大学生满意度,应该从专业设置的改进、教师素质的提高、管理体制的创新和后勤服务的保障四方面着手。     

The impacts of accessible service delivery on front‐line helping relationships in child welfare

This paper presents the results of a study comparing the impacts on helping relationships of locating front‐line child protection service providers in central locations or in accessible school and neighbourhood service delivery sites. Creating easier access to front‐line child protection service providers, fostering more positive community perceptions of child welfare services, improving client and service provider satisfaction with helping relationships and services, and increasing families' willingness to ask for help were core objectives at the accessible sites. Using a quasi‐experimental outcome design, file reviews and qualitative interviews with service providers and parents, this study presents evidence that accessible sites had substantial success in achieving these objectives when compared with central service delivery locations.