共查询到19条相似文献,搜索用时 140 毫秒
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服务设计中确定服务要素组合方案的方法 总被引:2,自引:0,他引:2
服务设计通常是指通过确定服务要素组合方案以尽可能满足顾客服务需求的过程,在这一过程中不仅要考虑尽可能地满足顾客的服务需求,而且还要考虑顾客满意度和成本预算.针对服务设计中如何确定服务要素组合方案的问题,提出一种决策分析方法;采用问卷调查方式获取顾客的评价信息,即服务要素对服务需求的满足程度和服务需求满意度的分值信息;依据Kano模型的思想,通过对评价信息进行处理和拟合来确定每个服务需求的满意度函数;基于确定的满意度函数并考虑成本预算,建立以顾客满意度最大化为目标的确定服务要素组合方案的优化模型,通过求解优化模型确定服务要素组合方案.最后,以某航空公司头等舱服务设计为例,说明所提出方法的可行性和有效性. 相似文献
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针对顾客有限理性引起的需求模糊性和动态性特征,引入行为金融于ISC(集成供应链)系统,以Friedman和Savage之谜为释例,指出了顾客的金字塔式心理账户结构,解释了因顾客需求非理性波动引致产生的诸多实证异象。以顾客满意为驱动力,基于QFD(质量功能展开)将顾客需求转化为对ISC各个环节的满意度评价,并利用模糊语言值优化了顾客对ISC各环节的需求重要度,确定了顾客满意度的自相关函数及其与ISC优化设计间的关联函数。在多心理账户条件下,基于行为证券组合理论(BPT)最终建立了一种具有机会约束属性的顾客满意度目标规划模型。 相似文献
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服务性行业的竞争愈演愈烈,第三方物流企业所提供服务的质量直接影响其核心竞争力的形成,物流服务的目标就是使顾客满意。本文在现有顾客满意理论研究成果的基础上,根据第三方物流业及其提供服务的特点,从顾客的角度出发,结合第三方物流企业顾客满意度的特殊性对现有物流企业顾客满意度理论模型进行了修改和完善,并在修改后的模型基础上运用结构方程建立模型,验证第三方物流企业测评指标的准确性;之后,本文采用了模糊层次分析法,将三角模糊概念引入到层次分析法中,确定了各指标的权重,并对快递企业进行实例分析,将文章所述理论应用于实践,验证了研究方法的可靠性以及实用性,以期对构建第三方物流企业顾客满意度测评体系的研究和实践有所裨益,具有一定的现实意义。 相似文献
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<正> CS是英文Customer Satisfaction的缩写,意为“顾客满意”或“顾客满意度”。始于90年代日本的汽车工业。CS经营战略的主导思想是:企业的整个经营活动要以顾客满意度为方针,站在顾客的立场上,用顾客的观点来考虑分析消费者需求。其主要内容: 相似文献
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基于模糊时间窗的车辆调度问题研究 总被引:2,自引:0,他引:2
基于现实生活中配送企业车辆资源有限和顾客对服务时间要求并非完全刚性的特征,通过时间窗模糊化处理将顾客服务的满意度量化为配送服务开始时间的模糊隶属度函数。在一定满意度下,构建了基于模糊时间窗的车辆调度模型,根据模型的特点,改进了基于客户的染色体编码方式,设定了一种新的约束处理方法,避免了惩罚策略中选取惩罚因子的困难。在算法中用模糊优化程序处理问题的模糊特征,通过对顾客服务时间的局部调整来确定最佳服务时间。最终通过实例验证与原结果比较发现,引用模糊时间窗函数不仅可以降低配送成本,而且有利于节省运力资源。 相似文献
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An Empirical Study of the Volkswagen Crisis in China: Customers’ Information Processing and Behavioral Intentions
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Product‐harm crises usually lead to product recalls, which may cause consumers concern about the product quality and safety. This study systematically examines customers’ immediate responses to the Volkswagen product recall crisis in China. Particular attention was given to customers’ responses to the risk information influencing their behavioral intentions. By combining the protective action decision model and the heuristic‐systematic model, we constructed a hypothetical model to explore this issue. A questionnaire survey was conducted to collect data involving 467 participants drawn from the customers of Volkswagen. We used structural equation modeling to explore the model. The results show that customers’ product knowledge plays an important role in their responses to the crisis. Having more knowledge would make them perceive a lower risk, but they might need even more information, making them more likely to seek and process information, and subsequently increasing their positive behavioral intentions toward the firm (that is pro‐firm behavioral intentions). Risk perception increased customers’ information needs, information seeking, and information processing but decreased their pro‐firm behavioral intentions. In addition to promoting information seeking, information needed to also facilitate customers’ systematic processing and thus increase their behavioral intentions to take corrective action. Customers’ behavioral intentions were also spurred by systematic processing, but failed to be predicted by information seeking. In summary, theoretical and practical implications and suggestions for further research are also discussed. 相似文献
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电力用户价值画像对于提升我国供电企业的营销服务资源配置效能,提高智慧营销管理水平,从而最大化撬动供电企业的综合效益具有重要的现实意义。现有工业电力用户价值画像模型评级指标体系未能反映国家最新能源政策对我国工业企业的发展要求、无法良好应对现实电力用户用电数据的稀疏性,以及对于新用户价值等级预测的准确性存在提高空间。针对以上问题,本文集成数据挖掘技术中的谱聚类算法(Spectral Clustering, SC)与智能算法中的粗糙集理论(Rough Set, RS),构建了一种优化的数据驱动型工业电力用户价值画像模型,简称SC-RS模型。新模型构造围绕“知识萃取-知识推理-知识服务”的逻辑脉络展开,首先,在“知识萃取”部分,结合我国“碳达峰”目标与“碳中和”愿景,构建优化的我国工业电力用户价值评级指标体系,此外,采用谱聚类技术,并联合网格搜索策略,提炼用户价值等级信息情报;然后,在“知识推理”部分,应用粗糙集理论,继承已有三维规则挖掘框架,构建基于ChiMerge离散法与变异系数的行约简、基于系统依赖度的列约简、基于对象确定性因子的格约简,以及基于规则强度的规则提取方案这一拓展的四维规则挖掘模型,生成用户价值等级规则库;最后,在“知识服务”部分,一方面运用用户价值等级信息情报,构造价值决策系统,以及描摹群体用户价值画像,另一方面运用规则库,呈现可理解的价值知识,以及构造价值等级规则软分类器,实现新用户价值等级预测与个体价值画像描摹。为了展示模型的应用路径与具体步骤,采用实际工业电力用户数据,对模型开展实证研究。结果表明,SC-RS模型构建的评级指标体系紧跟我国电力行业最新发展动态,具有较强先进性;模型能够兼容稀疏性数据,对数据要求低;构造的粗糙四维规则挖掘模型可行有效,且对新用户价值等级的预测准确性高。综上,SC-RS模型能够对电力用户大数据实现价值情报挖掘与利用,是为我国电力企业智慧营销管理赋能的有力工具。 相似文献
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S. F. Ghannadpour S. Noori R. Tavakkoli-Moghaddam 《Journal of Combinatorial Optimization》2014,28(2):414-446
In this paper, a multi-objective vehicle routing and scheduling problem with uncertainty in priority and request of customers is presented. In the proposed model, a set of dynamic requests is received over time, and the planner does not have any information regarding their location and size until they arrive. Moreover, the routing model aims to satisfy different customers according to their specific time windows which were predefined by an expert as (being very important, important, casual or unimportant). This paper uses the proposed model as a multi-objective problem where the total required number of vehicles, the total distance travelled and the waiting time imposed on vehicles are minimized, and the total customers’ satisfaction for service is maximized. An efficient framework for solving this model is designed and its performance is evaluated in different steps for various test problems generalized from Solomon’s VRPTW benchmark problems. The various heuristics and improvement concepts incorporate local exploitation in the evolutionary search, and the concept of Pareto optimality for the multi-objective optimization is used in the proposed procedure. The computational experiments on data sets illustrate the efficiency and effectiveness of the proposed approach. 相似文献
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Integrating the perspectives of transaction cost economics, the resource‐based view, and resource dependency theory, this study analyzes the institutional settings of enterprise resource planning (ERP) implementations in China. Specifically, it examines how bilateral transaction‐specific investments (TSIs) and relational governance mechanisms influence customer satisfaction with ERP implementations. The model is empirically tested using data from on‐site interviews with 208 ERP customers in China. The results demonstrate that the effects of vendors’ and customers’ TSIs on customer satisfaction are facilitated by multiple‐stage micromediational chains. The influence of TSIs on customer satisfaction is mediated by relational norms, and the impact of relational norms on customer satisfaction is bridged by perceived service quality and customer trust. Furthermore, the influence of vendors’ TSIs is stronger than the influence of customers’ TSIs. The findings contribute to business research and practice by providing valuable insights into how ERP vendors and customers should strategize TSIs to enhance relationship performance. 相似文献
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考虑战略顾客行为时的供应链性能分析与协调 总被引:2,自引:0,他引:2
动态定价策略的广泛应用使得越来越多的顾客具有了战略性,战略顾客会根据产品在销售期内的价格路径确定最优购买时机,零售商则根据顾客的购买行为确定订货数量和销售价格.研究了双方静态博弈时的理性预期均衡解和零售商进行数量承诺时的情形.研究表明:理性预期均衡时的最优销售价格、最优存货数量和最优期望利润分别小于标准报童模型的情形;数量承诺时的最优存货数量小于理性预期均衡时的最优存货数量;最优期望利润则大于理性预期均衡时的最优期望利润,并且在一定条件下可能会大于标准报童模型的最优期望利润,战略顾客行为的存在对零售商可能有利.最后分析了在分散式供应链中如何利用收入分享契约和数量折扣契约实现供应链协调. 相似文献
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Suresh Radhakrishnan Zheng Wang Yue Zhang 《Production and Operations Management》2014,23(10):1690-1705
We empirically examine the association between downstream firms’, i.e., customers’ capital market information quality, and the operating performance of upstream firms, i.e., suppliers. Customers’ capital market information quality is measured by the customers’ provision of earnings forecasts, the customers’ reported earnings quality, and the customers’ coverage by financial analysts and credit rating agencies. We hypothesize and find a positive association between customers’ capital market information quality and suppliers’ operating performance measured by the DuPont profitability ratios. The association is stronger for suppliers with higher sales volatility, no order backlogs, customers who are less dependent on their input, and shorter business relation with customers. Collectively, the results suggest that the quality of information provided by the customers to the capital market has a spillover effect in the input market, i.e., helps the suppliers improve their performance. 相似文献
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对虚假广告管制制度的博弈分析 总被引:8,自引:0,他引:8
随着市场化程度的提高,广告逐渐成为消费者了解商品价格、特性与种类的重要信息来源,许多时候广告宣传的力度强烈地影响着消费者的选择。但是目前虚假广告泛滥。因此,有效的广告监管制度就成为保护消费者的权益,促进市场资源合理配置的重要制度。本文介绍了我国广告管制制度的基本情况,建立了广告监管分析模型,依据模型对我国广告监管制度进行了博弈分析,提出了改进广告监管制度的初步措施。 相似文献
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本文基于四阶段Stackelberg博弈分析,研究了在三级供应链中如何进行产品质量控制策略问题。构建了由制造商、零售商与最终顾客组成的三级供应链博弈模型,制造商进行产品质量决策,即生产高质量产品或者低质量产品,零售商进行产品采购决策和零售定价决策,最终顾客根据两种产品质量水平和零售价格的差异,决定产品的购买数量;当零售商采购高质量产品时,制造商将会向其提供价格折扣策略;当零售商采购低质量产品时,制造商将会向其提供延迟付款策略。运用最优化原理,求解了制造商的产品质量水平、价格折扣、延迟付款期限和零售商的零售价格、最终顾客的购买数量,及期望收益函数。进行了算例分析,结果表明:高质量产品零售价格关于价格折扣下降幅度更大,而低质量产品零售价格关于延迟付款期限下降幅度更大;制造商提供的价格折扣越大、延迟付款期限越长,其期望收益将会减少,此时零售商的期望收益将会增加,最终顾客产品需求量将会增加;制造商的总期望收益函数将呈现"倒U"型,求解了期望收益的最大值及各契约参数的值,结果证明所提出的产品质量控制策略是可行的。 相似文献