动态营销范式下中国服务业顾客满意形成机制研究

尝试分析两大营销范式涉及的多个变量:服务质量(硬质量、软质量)、顾客信任(销售员信任、服务商的信任)、感知价值、顾客承诺和总体满意,并展示它们之间的关系.同时,提出了一个整合模型并建立了反映以上变量关联的一系列假设,通过实证研究验证了消费者满意的结构方程模型(SEM).最后,为企业赢取顾客满意提出了建议.     

供电行业用户满意度模型构建及实证研究

在相关理论研究基础上,构建了供电行业用户满意度模型,模型数据采集于江苏省电力公司的800位客户,并采用SAS8．1统计软件包的CALIS功能模块对模型进行了验证分析。研究结果表明：用户期望对用户感知质量、感知价值和用户满意的影响不显著,故在模型中予以删除;企业形象对用户满意和用户忠诚的影响以间接为主,直接影响不显著;修正模型中5个内生隐变量R2的平均值为0．69,经综合考虑,修正后的模型有效可靠。最后,为供电行业提升客户满意度和忠诚度提出建议。     

员工导师网络对员工职业生涯成功的影响研究

在梳理了员工导师网络的导师制理论、社会资本理论和职业成功理论后,运用SEM方法对员工导师网络的社会资本,导师网络效益与员工职业成功之间的关系进行了研究.结果表明:员工导师网络的社会资本对导师网络效益有显著影响;导师网络效益水平对员工的薪酬水平、升迁次数和职业满意度有影响,且与职业满意度显著正相关.     

目标导向层次分析方法

对含有抽象属性的多属性层次结构而言,层次分析法即AHP（包括DIS-AHP、ABS-AHP、IDE-AHP和SUP-AHP四种具体方法）会因比率比较基准缺失、权重内涵模糊不清或方案评价不保序而缺乏科学理性。为发展AHP,基于摆幅置权（SW）判断模式和多属性决策属性价值公度方法,首先给出了能为层次结构抽象属性上的SW判断提供支持的规约性多属性决策属性价值公度方法,然后由此并结合多属性价值理论给出了能够克服现有层次分析法内在缺陷的目标导向层次分析方法即ToAHP。相对于AHP,ToAHP在判断模式与权重内涵、方法建构的理论基础和相关假设检验、方案评价保序与其内在数理依据上具有明显的相对科学合理性。应用分析表明：在输入信息可比的条件下,ToAHP明显优于AHP的四种分析方法之中最具可信性的SUP-AHP方法。     

Leader-employee congruence of expected contributions in the employee-organization relationship

Employees' expected contributions can be incongruent with those of their leader. We examine the congruence effect of leaders' and employees' expected contributions on job satisfaction. Results of cross-level polynomial regressions on 947 employees and 224 leaders support the congruence effect. When expected contributions are congruent, employees are more satisfied with their job. Our findings suggest that employees enjoy high challenges, as long as these challenges are in harmony with the expected contributions of their leaders. Employees are less satisfied with their jobs both when their expected contributions were higher than their leaders' and when their expected contributions were lower than those of their leaders. Beyond the relevance of having high expected contributions, the findings highlight the crucial role played by the congruence of expected contributions of leaders and employees.     

Modeling and Managing the Percentage of Satisfied Customers in Hidden and Revealed Waiting Line Systems

We perform an analysis of various queueing systems with an emphasis on estimating a single performance metric. This metric is defined to be the percentage of customers whose actual waiting time was less than their individual waiting time threshold. We label this metric the Percentage of Satisfied Customers (PSC.) This threshold is a reflection of the customers' expectation of a reasonable waiting time in the system given its current state. Cases in which no system state information is available to the customer are referred to as “hidden queues.” For such systems, the waiting time threshold is independent of the length of the waiting line, and it is randomly drawn from a distribution of threshold values for the customer population. The literature generally assumes that such thresholds are exponentially distributed. For these cases, we derive closed form expressions for our performance metric for a variety of possible service time distributions. We also relax this assumption for cases where service times are exponential and derive closed form results for a large class of threshold distributions. We analyze such queues for both single and multi‐server systems. We refer to cases in which customers may observe the length of the line as “revealed” queues.“ We perform a parallel analysis for both single and multi‐server revealed queues. The chief distinction is that for these cases, customers may develop threshold values that are dependent upon the number of customers in the system upon their arrival. The new perspective this paper brings to the modeling of the performance of waiting line systems allows us to rethink and suggest ways to enhance the effectiveness of various managerial options for improving the service quality and customer satisfaction of waiting line systems. We conclude with many useful insights on ways to improve customer satisfaction in waiting line situations that follow directly from our analysis.     

顾客满意与顾客忠诚之间关系的实证研究

顾客忠诚日益受到企业的追逐.在传统的营销学教科书中,培育顾客忠诚的最有效手段是让顾客满意,许多顾客忠诚计划都是以顾客满意为中心而设计的.然而,实务界所得出的结论却并非如此,顾客满意并不必然给企业带来相应的顾客忠诚.因此,需要重新审视这两者之间的关系.作者采用实证研究方法,首先从理论上鉴定了顾客满意和顾客忠诚的本质,并区分了不同的满意程度和忠诚类型.然后,研究了这两者之间的对应关系.结果认为,顾客满意是顾客忠诚的必要条件而不是充分条件,随着满意程度的提高,顾客会更加趋向于忠诚,但并非线性关系.根据研究的结论,企业制定顾客忠诚计划时,首先,对于不同忠诚类型的顾客,应该采取不同的策略;其次,企业应该致力于"让顾客非常满意",而非简单地追求"顾客满意";最后,除了提高顾客满意度外,企业还应该为顾客创造其他条件,才能获得真正的顾客忠诚.     

消费者重复购买意向及其影响因素的实证研究

探究了感知价值、顾客满意、转移成本和消费时间间隔4个因素对重复购买意向的影响。结果发现感知价值、顾客满意、转移成本对重复购买意向有正相关关系,而消费时间间隔对重复购买意向并无显著的影响关系。同时,感知价值与顾客满意之间存在正向的影响关系,转移成本与顾客满意之间并不存在显著的影响关系。     

‘One MBA?’ How context impacts the development of post-MBA career outcomes

Using survey data from alumni of one of the UK's earliest and largest MBA programmes we explore how career capital, career outcomes and career satisfaction are impacted by learner context. We adopt comparative capitalisms theory to investigate whether graduates from a standardised programme marketed as ‘One MBA’ report broadly similar career outcomes irrespective of their work and study location. We find that despite the rhetoric around globalisation in management education there are differences that fit the theories of comparative capitalisms literature; thus supporting the view that, despite the global nature of MBA branding, context still plays a role in shaping learning and career outcomes as evidenced by differences reported here. Significant findings are reported in terms of the reported development of career capital ‘knowing how’; career satisfaction and perceived organisational support, however differences in terms of the achievement of objective career success (promotion and career mobility) were less pronounced.