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。     

大数据时代客户关系管理系统应用探讨

企业在大数据时代因为业务增长、合作伙伴增多,客户关系管理压力越来越大。企业需要应用大数据技术、CRM系统,以及聘用专业的客户关系管理人员来提高客户关系管理水平。因此,功能强大的大数据技术、模块丰富的CRM系统、经验丰富的客户关系管理人员,三者有效融合可以为企业客户关系管理工作提供保障。文章对三者形成的客户关系管理系统的具体应用展开讨论,希望研究结果对企业客户关系管理有促进作用。     

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。     

Criteria for selecting a production control philosophy

Logistic objectives constitute a compromise between having short leadtimes and a low volume of work in progress on the one hand and a high resource loading and due date obligation on the other. Miscellaneous production planning approaches offered today provide different combinations of logistic objectives for satisfying a manufacturing strategy. To combine the strength of the various approaches into a unified system, a new approach based on a dynamic and distributed production planning methodology is proposed. To customize the approach, various analyses and specifications have to be made and for that reason some important characteristics and criteria for analysing production control philosophies will be given.     

The social construction of the meaning of acute stressors: a qualitative study of the personal accounts of police officers using a stress counselling service

The police profession is one in which acute stressors are encountered more frequently than in other occupations. Using the personal accounts of 35 police officers attending an in-house stress counselling clinic, the aim of the present study was to provide a qualitative examination of how the institutional context of policing influenced the ways in which acute stressors signified to individual police officers experiencing felt distress. Using the framework of Rational Emotive Behaviour Therapy as an analytical tool, it is argued that beliefs contributing to the experience of felt distress are related to the way in which policing as both an identity and an activity is constructed through the police organizational culture. Not only do these constructions influence the ways in which officers perceive themselves and their environments, but they also operate at the collective level to 'normalize' some emotional responses and to 'pathologize' others which, it is argued, could impact upon the outcomes of interventions such as stress counselling.     

The moderating role of social support in Karasek's job strain model

This paper examines whether social support is a boundary-determining criterion in the job strain model of Karasek (1979). The particular focus is the extent to which different sources of social support, work overload and task control influence job satisfaction, depersonalization and supervisor assessments of work performance. Hypotheses are tested using prospective survey data from 80 clerical staff in a university setting. Results revealed 3-way interactions among levels of support (supervisor, co-worker, non-work), perceived task control and work overload on levels of work performance and employee adjustment (self-report). After controlling for levels of negative affect in all analyses, there was evidence that high levels of supervisor support mitigated against the negative effects of high strain jobs on levels of job satisfaction and reduced reported levels of depersonalization. Moreover, high levels of non-work support and co-worker support also mitigated against the negative effects of high strain jobs on levels of work performance. The results are discussed in terms of the importance of social support networks both at, and beyond, the work context.     

Job insecurity, coping resources and personality dispositions in occupational strain

This paper presents research on the relationships between the work-related stressor of perceived job insecurity and various indicators of occupational strain, taking into account employees' personality dispositions (trait negative and positive affectivity) and coping resources. Respondents were 222 Australian public servants surveyed during organizational restructuring that involved downsizing and threat to job certainty. The research was formulated within an adaptation of Osipow, Doty, and Spokane's (1985) framework of stress-strain-coping that included the possible direct as well as moderating effects of personality dispositions in reporting occupational strain (Parkes, 1990). Findings from hierarchical regression analyses indicate consistent significant independent effects of personality dispositions, coping resources and perceived job insecurity on various indicators of strain. There was also support for the moderating roles of negative affectivity and self-care in the relation between perceived job insecurity and physical strain. Implications for the role of dispositional factors, especially negative affectivity, and the utility of various coping resources in accounting for occupational strain in times of threatened job security are discussed.     

Introduction to Special Section on Sensitivity Analysis and Summary of NCSU/USDA Workshop on Sensitivity Analysis

This guest editorial is a summary of the NCSU/USDA Workshop on Sensitivity Analysis held June 11–12, 2001 at North Carolina State University and sponsored by the U.S. Department of Agriculture's Office of Risk Assessment and Cost Benefit Analysis. The objective of the workshop was to learn across disciplines in identifying, evaluating, and recommending sensitivity analysis methods and practices for application to food‐safety process risk models. The workshop included presentations regarding the Hazard Assessment and Critical Control Points (HACCP) framework used in food‐safety risk assessment, a survey of sensitivity analysis methods, invited white papers on sensitivity analysis, and invited case studies regarding risk assessment of microbial pathogens in food. Based on the sharing of interdisciplinary information represented by the presentations, the workshop participants, divided into breakout sessions, responded to three trigger questions: What are the key criteria for sensitivity analysis methods applied to food‐safety risk assessment? What sensitivity analysis methods are most promising for application to food safety and risk assessment? and What are the key needs for implementation and demonstration of such methods? The workshop produced agreement regarding key criteria for sensitivity analysis methods and the need to use two or more methods to try to obtain robust insights. Recommendations were made regarding a guideline document to assist practitioners in selecting, applying, interpreting, and reporting the results of sensitivity analysis.     

Job stress, job strain, and psychological withdrawal among Dutch university staff: towards a dualprocess model for the effects of occupational stress

This study examined the antecedents of job strain (emotional exhaustion, health complaints) and withdrawal behaviour (e.g. lowered organizational commitment) among a cross-sectional sample of 131 academic staff members of the law department of a large Dutch university. Conservation of resources theory (Hobfoll, 1989) provided the theoretical background for this study. Strains and withdrawal behaviours were expected to be most prominent among those who reported having few resources and/or who reported high job demands. Structural equation modelling revealed that this was indeed the case. As predicted, differential patterns of effects emerged for job demands and job resources. Analysis of the effects of four job-specific stressors revealed that especially the structural aspects of a staff member's teaching task (e.g. the number of students in their classes) contributed strongly to perceived job demands. Theoretical and practical implications of the study are discussed.     

Distinguishing traumatic, vicarious and routine operational stressor exposure and attendant adverse consequences in a sample of police officers

Problems in studying occupational stress within the police service are identified and the paucity of work on operational duties as potential stressors are discussed. The present study reports the results of a factor analysis of operational stressors (N = 601 serving British police officers) that revealed three factors: exposure to death and disaster; violence and injury; sexual crime. These were demonstrated to be reliable scales and were included in logistic regression models together with a range of demographic and psychological variables. Models were applied to men and women separately, which showed there to be different predictors of the likelihood of suffering distress (measured by the General Health Questionnaire, GHQ) in terms of the officer's gender and operational role. Overall the model for women officers was better at predicting psychological distress than that for men. These findings are related to aspects of the police occupational culture. Further discussion is offered that conceptualizes police operational stressors as traumatic, routine and vicarious. Finally, some implications are drawn for the provision of stress intervention in the light of this differentiation.     

Dermal Uptake of 18 Dilute Aqueous Chemicals: In Vivo Disappearance‐Method Measures Greatly Exceed In Vitro‐Based Predictions

Average rates of total dermal uptake (K_up) from short‐term (e.g., bathing) contact with dilute aqueous organic chemicals (DAOCs) are typically estimated from steady‐state in vitro diffusion‐cell measures of chemical permeability (K_p) through skin into receptor solution. Widely used (“PCR‐vitro”) methods estimate K_up by applying diffusion theory to increase K_p predictions made by a physico‐chemical regression (PCR) model that was fit to a large set of K_p measures. Here, K_up predictions for 18 DAOCs made by three PCR‐vitro models (EPA, NIOSH, and MH) were compared to previous in vivo measures obtained by methods unlikely to underestimate K_up. A new PCR model fit to all 18 measures is accurate to within approximately threefold (r = 0.91, p < 10^?5), but the PCR‐vitro predictions (r > 0.63) all tend to underestimate the K_up measures by mean factors (UF, and p value for testing UF = 1) of 10 (EPA, p < 10^?6), 11 (NIOSH, p < 10^?8), and 6.2 (MH, p = 0.018). For all three PCR‐vitro models, log(UF) correlates negatively with molecular weight (r² = 0.31 to 0.84, p = 0.017 to < 10^?6) but not with log(vapor pressure) as an additional predictor (p > 0.05), so vapor pressure appears not to explain the significant in vivo/PCR‐vitro discrepancy. Until this discrepancy is explained, careful in vivo measures of K_up should be obtained for more chemicals, the expanded in vivo database should be compared to in vitro‐based predictions, and in vivo data should be considered in assessing aqueous dermal exposure and its uncertainty.     

Systems Resilience for Multihazard Environments: Definition,Metrics, and Valuation for Decision Making

The United Nations Office for Disaster Risk Reduction reported that the 2011 natural disasters, including the earthquake and tsunami that struck Japan, resulted in $366 billion in direct damages and 29,782 fatalities worldwide. Storms and floods accounted for up to 70% of the 302 natural disasters worldwide in 2011, with earthquakes producing the greatest number of fatalities. Average annual losses in the United States amount to about $55 billion. Enhancing community and system resilience could lead to massive savings through risk reduction and expeditious recovery. The rational management of such reduction and recovery is facilitated by an appropriate definition of resilience and associated metrics. In this article, a resilience definition is provided that meets a set of requirements with clear relationships to the metrics of the relevant abstract notions of reliability and risk. Those metrics also meet logically consistent requirements drawn from measure theory, and provide a sound basis for the development of effective decision‐making tools for multihazard environments. Improving the resiliency of a system to meet target levels requires the examination of system enhancement alternatives in economic terms, within a decision‐making framework. Relevant decision analysis methods would typically require the examination of resilience based on its valuation by society at large. The article provides methods for valuation and benefit‐cost analysis based on concepts from risk analysis and management.     

UNIX系统性能监控简述及shell系统资源统计程序

本文简要阐述了unix系统中(主要以IBM的AIX为例)进行系统性能管理的几种命令行工具,并通过编写shell实例程序,运用其中提到的工具实现系统资源利用率的统计程序,为做好unix系统管理和调优提供参考.