Customer Behavior in an Online Ordering Application: A Decision Scoring Model*

This research presents the development of behavioral scoring models to predict future customer purchases in an online ordering application. Internet retailing lowers many barriers for customers switching between retailers for repeat purchases; thus, retaining existing customers is a key challenge for achieving profitability. Survey data were collected from 1,089 online customers of two companies. The subjective survey data were then used to predict purchases over the ensuing 12 months based on data from the company databases. The analysis illustrates the general applicability of predictive models of future customer purchases while also demonstrating the need to develop specific models tailored for an individual company's operating and marketing environment. The models provide insight on how companies can target marketing dollars more effectively and allocate investment across multiple operational areas for maximum return. The research answers a call for rigorous research in the area of predictive marketing, an area in which many companies are excelling but where there is a scarcity of detailed knowledge regarding application of such models.     

Cross‐training Decisions in Field Services with Three Job Types and Server–Job Mismatch*

To be cost‐effective, field service managers must balance the high cost of machine downtime with the high cost of cross‐training technicians in multiple skills. We study a field service system with three job types requiring three different skills. Each server has a primary skill, the cost of which is considered sunk, and up to two secondary skills, which is a managerial decision. We model two important characteristics that distinguish field services: server–job mismatch and the ratio of travel time to service time. We use a queueing framework and simulation to study three cross‐training decisions: the number of servers cross‐trained in secondary skills, the number of secondary skills each server should have, and the efficiency in each secondary skill. We find that complete cross‐training is cost‐effective in some field service situations. Typically, efficiency in secondary skills must be close to 100%, but when the probability of mismatch is high and the ratio of travel time to service time is high, efficiency in secondary skills must be less than 100%.     

Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors

Experience design, an approach to create emotional connection with guests or customers through careful planning of tangible and intangible service elements, has gained popularity in many hospitality and retail businesses. With ever‐increasing competition, service providers seek to develop loyalty by aggressively designing, continuously innovating, and managing their customer experiences. This article explores the relationship between different service elements designed to create enhanced experience and customer loyalty. In addition, it looks at emotional responses as mediating factors between the physical and relational elements and loyalty behaviors. A model is proposed and tested with a VIP hospitality tent for an internationally renowned touring circus. Results of the study indicate that while a few design elements directly affect loyalty behavior, the relationship between most design elements and loyalty behavior is strongly mediated by eliciting certain types of emotional behavior. This connection has implications for the focus of service managers' efforts in different environments.     

A Mathematical Model of Service Failure and Recovery Strategies*

Understanding the nature of service failures and their impact on customer responses and designing cost‐effective recovery strategies have been recognized as important issues by both service researchers and practitioners. We first propose a conceptual framework of service failure and recovery strategies. We then transform it into a mathematical model to assist managers in deciding on appropriate resource allocations for outcome and process recovery strategies based on customer risk profiles and the firm's cost structures. Based on this mathematical model we derive optimal recovery strategies, conduct sensitivity analyses of the optimal solutions for different model parameters, and illustrate them through numerical examples. We conclude with a discussion of managerial implications and directions for future research.     

学校社会工作与学校心理健康教育之比较研究

现今社会,心理健康问题凸显,人们对学生心理健康的重视程度也不断加深,学校心理健康教育在维持学生心理健康方面发挥着重要的作用,但其存在的问题也越来越明显。而此时,随着学校社会工作的兴起,越来越多的心理健康教育者开始重视学校社会工作在学生心理健康工作中作用。本文则以此为研究点,探讨学校社会工作与学校心理健康教育在目的、对象和方法上存在的异同,以便更好阐述学校社会工作和心理健康教育二者的地位和作用。     

Viability of Auction‐Based Revenue Management in Sequential Markets

The Internet is providing an opportunity to revenue management practitioners to exploit the potential of auctions as a new price distribution channel. We develop a stochastic model for a high‐level abstraction of a revenue management system (RMS) that allows us to understand the potential of incorporating auctions in revenue management in the presence of forecast errors associated with key parameters. Our abstraction is for an environment where two market segments book in sequence and revenue management approaches consider auctions in none, one, or both segments. Key insights from our robust results are (i) limited auctions are best employed closest to the final sale date, (ii) counterbalancing forecast errors associated with overall traffic intensity and the proportion of customer arrivals in a segment is more important if an auction is adopted in that segment, and (iii) it is critically important not to err on the side of overestimating market willingness to pay.     

美国青年组织审视

以美国的Youth Outreach Services为案例,深入剖析、审视美国青少年组织,以期获得一些有益的启示,推进共青团组织更好地开展工作,服务青少年健康成长。     

Estimating systems of trending variables

A survey is given of some results on inference in cointegrated systems. We discuss some regression methods, and contrast them with the analysis of the vector autoregressive model. We discuss determination of cointegrating rank and estimation of parameters, as well as asymptotic inference. The problems are treated for 1(1) and for 1(2) variables.     

Nonparametric estimation of welfare changes

In this article, I propose a simple nonparametric method of estimating welfare measures with no structural assumptions on the demand system. The method is illustrated for both the single good and the multiple good case, using simulated data. Standard errors of the welfare changes are derived using standard bootstrap techniques. The compensating variation and deadweight loss resulting from a housing price increase is evaluated using Canadian mortgage data. The GAUSS coding, which is very short, is included.     

基于社会服务项目的儿童福利资源整合

当前,我国儿童福利资源存在资源匮乏、供给分散、可获得性弱等问题,而社会服务项目则是解决这些问题的一种路径。以福利治理为理论视角,尝试以一个留守儿童社会服务项目为例的研究发现,该项目通过不同形式的合作整合了来自政府、军队、群团组织、社会组织、企业、社区等资源,提高了福利资源的供给效率,满足了留守儿童多元化的福利需求,但是,由于项目本身的周期性、制度保障的缺乏等限制,导致了项目难以持续发挥作用。因此,基于社会服务项目的福利资源整合只是一种基于实践基础上的暂时的整合,而最根本的还需要在福利制度上进行整合。