基于企业顾客管理的图书馆读者管理简

知识管理在企业方面已经获得了成功,我们从企业的知识管理经验中获得启示：管理好顾客,留住顾客,是企业盈利的一个重要经营手段。图书馆虽然不是盈利为主,但是作为服务部门,服务读者是第一首要职责,从企业顾客管理关键内容：顾客忠诚度的研究感悟到,图书馆可以借鉴管理方面经验,从而期望做到提高读者管理水平,督促工作人员做好读者服务工作。     

Public relations aspects of brand attitudes and customer activity

Featuring the role of public relations in brand equity research and best practices, this study investigates how product, non-product, and customer–business relationship attributes affect customer-based brand equity (i.e., brand attitudes and customer activity). Analysis reveals customer–business relationships are central to a causal model linking evaluation (brand attitudes) and activation/motivations (customer activity). Findings demonstrate that for service businesses (e.g., banks), customer–business relationships are the primary, rather than minor, predictor of brand equity. These findings demonstrate how public relations scholarship and practice plays a central rather than peripheral role in customer satisfaction.     

The Impact of a Task Clarification and Feedback Intervention on Restaurant Service Quality

Customer service is a key aspect of restaurant success, as performance has shown a reliable positive relationship with customer retention. However, waitstaff performance may deteriorate, as income from gratuities is often unrelated to service quality. The present study investigated the effectiveness of an intervention consisting of task clarification and task-specific feedback on restaurant service tasks and observed the relationship between task completion and gratuities. Three adult women servers participated during their regular working shifts at a local dine-in restaurant. Initially customer service task completion was low (36% on average across participants). Performance increased immediately following the introduction of the intervention, and all participants maintained 87.5%–100% task completion. Correlational analyses found that gratuities were unrelated to performance and may thus pose a problem for performance maintenance. Implications relating to feedback and payment schedules are discussed.     

When to Mass Customize: The Impact of Environmental Uncertainty*

Previous research on mass customization (MC) has focused on what it is and how it is implemented. In this study we examine when MC is an appropriate strategy for firms to follow by scrutinizing the effects of three environmental uncertainty variables (demand uncertainty, competitive intensity, and supply chain complexity) on the MC–performance relationship. Specifically, we distinguish the direct effect of environmental uncertainty on MC ability and the moderation effect of environmental uncertainty on MC ability's impact on customer satisfaction. We examine six competing hypotheses using data collected from 266 manufacturing plants. Our results show that competitive intensity has a direct positive impact on MC ability. However, demand uncertainty moderates the relationship between MC ability and customer satisfaction, and the direct and positive relationship between MC ability and customer satisfaction holds only when customer demand is highly uncertain. Supply chain complexity neither has a direct relationship with MC, nor moderates the MC–performance relationship. Implications of these research findings are discussed and future research directions are identified.     

Measuring Citizen Satisfaction with Aspects of Public Services from a Local Authority and Determining Their Importance: A Case Study

The measurement of service quality is a theme of great importance to service providers, particularly public agencies. Over the years their role has been changing by providing more and more high quality services, away from basic ones. In this paper the service quality of a local government is analyzed through the measurement of customer satisfaction. The analysis, based on a questionnaire survey, identified and classified the most essential factors that make up the customer satisfaction with the services provided by the Demographic Department of Gioia del Colle, a town in southern Italy.

期望不一致对满意影响的函数形式:展望理论的预测

展望理论有关价值函数具有参考点依赖、敏感性递减(非线性)和损失厌恶(非对称)等性质的预测,在顾客满意领域日益得到关注。尽管在理解满意的时候,人们将"期望不一致"作为主导范式,但是大多数实证研究不恰当地将负向(正向)绩效等同于负向(正向)不一致,从而未能严格检验参考点依赖的作用。此外,展望理论中的敏感性递减和损失厌恶两方面性质很少同时得到验证。为弥补上述不足,作者根据来自四个产品类别,即手机(n=2518)、笔记本电脑(n=1932)、台式电脑(n=1954)和电视机(n=2204)的调查数据对上述预测进行了实证检验。通过直接将"期望不一致"操作为绩效期望与感知绩效之间的差值,并且以三次多项式函数设定"期望不一致"与满意之间的关系,展望理论的预测得到了一致的实证支持。     

The Value to the Customer of RFID in Service Applications*

This article examines how customer value may be affected by deploying radio frequency identification (RFID) technologies within service environments. Business articles promote operational cost savings and improved inventory management as key benefits of deploying RFID. In response, service firms are using RFID to reengineer service transactions and customer touchpoints. Customers may view these RFID applications to offer both benefits and drawbacks. This article demonstrates that individuals will recognize far more value from RFID service applications than just cost savings and inventory availability. The article analyzes qualitative survey responses on the value gained from RFID to identify a broad list of value objectives—benefits and drawbacks—associated with RFID service applications. The article contributes to academic literature by providing salient value dimensions for return on investment models of service RFID applications and for future empirical analyses of means‐ends and value‐profit chain models. Managers can use the list of dimensions to develop rich business cases for evaluating the benefits and costs from enhancing service operations with RFID. The identified drawbacks also provide managers with a resource for understanding potential risks of RFID applications.     

企业技术创新中顾客知识整合的风险与防范

学界与业界对于顾客知识整合在技术创新中的潜在风险还没有引起足够的重视。笔者在研究现有文献的基础上发现,顾客知识整合风险客观存在于整合过程和创新过程中,如顾客选择风险、专有技术的泄密及知识产权冲突、对顾客观点、利益、需求与经验等的过度依赖;分析了这些风险所带来的严重后果并分别对顾客知识整合的风险提出防范对策,即,整合前选择并评估"正确的"顾客、专有技术的泄密防范及知识产权分割、减少对顾客知识的过度依赖。     

Bagging方法在基于日常交易数据解决中小企业的信用评价问题中的应用

关于信用风险评价问题至今已经做了很多研究,各种信用评价模型与方法也已被开发.但是这些模型与方法几乎都是基于财务数据、股票价格或风险调研机构发表的各种调查结果.因为几乎所有的中小企业的财务数据都是非公开的,至今开发的信用评价模型与方法都不免成为无米之炊.为此,本文提出了一个新的途径,只需要根据销售额、顾客付款额、拖欠款额等日常业务处理数据来评价顾客企业的信用度.本文提出一个应用Bgging方法评价顾客信用的系统,其目的在于解决由于异常顾客数比正常顾客要少很多而带来的问题,提高分辨异常顾客的能力.本文所提出的信用评价系统将应用到一个实际企业的信用评价问题中,借此来验证系统的性能和效果.     

烟草客户价值评价与客户群分类模型研究

客户价值对于企业决策的支持作用日益突出。本文针对烟草企业设计了客户价值评价指标体系,并用聚类分析对客户群进行细分,对不同价值客户群提出相应的管理策略。本文最有给出一个实例分析。该实例证实了所设计的客户评价指标体系的有效性,也为烟草公司在建立会员管理制度中如何选择会员提供重要的决策信息。