银行顾客排队公平性与行为关系实证研究

通过数字100调查网进行为期20天的调查，收回有效问卷484份，具体调查了当前我国银行顾客遭遇的排队不公平现象、顾客排队不公平对银行满意度的影响、排队不公平所引起的顾客行为类型以及顾客不放弃办理业务或转换银行原因，从而弥补了理论界在此问题上的研究不足，有助于推动银行改进排队规则和加强排队管理。     

Accidents and Unpleasant Incidents: Worry in Transport and Prediction of Travel Behavior

Worry on nine different means of transport was measured in a Norwegian sample of 853 respondents. The main aim of the study was to investigate differences in worry about accidents and worry about unpleasant incidents, and how these two sorts of worry relate to various means of transport as well as transport behavior. Factor analyses of worry about accidents suggested a division between rail transport, road transport, and nonmotorized transport, whereas analyses of worry about unpleasant incidents suggested a division between transport modes where you interact with other people and "private" transport modes. Moreover, mean ratings of worry showed that respondents worried more about accidents than unpleasant incidents on private transport modes, and more about unpleasant incidents than accidents on public transport modes. Support for the distinction between worry about accidents and unpleasant incidents was also found when investigating relationships between both types of worry and behavioral adaptations: worry about accidents was more important than worry about unpleasant incidents in relation to behavioral adaptations on private means of transport, whereas the opposite was true for public means of transport. Finally, predictors of worry were investigated. The models of worry about accidents and worry about unpleasant incidents differed as to what predictors turned out significant. Knowledge about peoples' worries on different means of transport is important with regard to understanding and influencing transport and travel behavior, as well as attending to commuters' welfare.     

Preventive Health Behavior and Adaptive Accuracy of Risk Perceptions

This study examined the relation between health behavior and risk perceptions in the context of an acute livestock epidemic. Participants in a longitudinal web-based survey ( N = 195) were asked to report their meat consumption and their perceived risk in relation to bovine spongiform encephalopathy (BSE) and other related livestock diseases. Cross-sectional analyses at both measurement points (T1 and T2) showed that participants with low levels of preventive nutrition (high meat consumption) felt more at risk for BSE-related diseases than those reporting comparable higher levels of preventive behavior (low meat consumption), indicating relative accuracy. These results suggest that people recognize when their behavior is risky. More importantly, perceived risk also showed adaptive accuracy from a change perspective: increases in preventive nutrition from T1 to T2 were significantly associated with decreases in perceived risk between T1 and T2. Possible foundations and implications of an adaptive accuracy of risk perceptions are discussed.     

市场竞争与客户投诉处理的关系

本文详尽论述了市场竞争和客户投诉处理的关系 ,结合工作的经验给出了国企和外企的处理客户投诉流程图 ,分析了运作方法上的不同和差异。     

B2C电子商务服务质量对钱包份额的影响

对B2C电子商务服务质量各维度对钱包份额的影响进行了研究,在对钱包份额和服务质量相关文献进行总结和分析的基础上,建立了一个以电子服务质量各维度为前因变量、顾客满意为中介变量、钱包份额为结果变量的结构方程模型;通过问卷的方式进行实证研究;运用SPSS和AMOS软件进行数据分析和模型拟合,验证了电子服务质量各维度对钱包份额的影响及其通过顾客满意对钱包份额产生的间接影响。结果证明,电子服务质量的四维度均会通过顾客满意影响钱包份额,且有效性、履行性、响应性会对钱包份额产生显著的直接影响,而私密性则对钱包份额不存在直接影响。     

Measuring warmth and competence at inter-group,interpersonal and individual levels / Medición de la cordialidad y la competencia en los niveles intergrupal,interindividual e individual

Abstract

Warmth and competence are universal dimensions of social perception that articulate the perception of other individuals and social groups. However, there are no scales that have systematically been used in psychosocial research. The purpose of this study is to construct two scales, one on warmth and another on competence, which could be used at the inter-group, interpersonal and individual levels. To accomplish this, we performed two studies. In Study I (N = 578 students and N = 540 general population), we tested the scales at the intergroup level (immigrant groups and Spaniards), the interpersonal level (people close to the participants) and the individual level (the participants themselves). In Study 2 (N = 184 students), the two scales were tested at an interpersonal level by evaluating 16 public figures. The results of both studies show that both the warmth scale (kind, pleasant, friendly, warm) and the competence scale (competent, effective, skilled, intelligent) achieved a high degree of reliability when reflecting the perception of groups, individuals and oneself.     

Immigrant perceptions of ethnic and racial discrimination: patterns and singularities in a municipality in the Lisbon Metropolitan Area

In Portugal, studies on discrimination against immigrants have focused almost exclusively either on the indigenous population, or on the foreign population. The former have tended to deploy quantitative and extended methodologies, while the latter studies have opted predominantly for qualitative or intensive methodologies, focusing on particular groups. There are few studies in which the immigrant population is extensively surveyed, covering its diverse origins, life trajectories, and social position in the host society.

In this analysis we examine the main factors that shape the perceptions of ethnic and racial discrimination among immigrant groups living in the Oeiras municipality in the Lisbon Metropolitan Area. This analysis is based on a quantitative analysis of a survey of 422 immigrants, of whom approximately half reported having been discriminated against since their arrival in Portugal. The study is focused on three main explanations related to predictive variables: sociographic, acculturation/cultural proximity, and opportunities for contact with the autochthonous population. A multivariate logistic regression demonstrates that there is a statistically significant relationship between perceived discrimination and some sociographic variables including cultural proximity, especially for Brazilians.     

Unplanned Sexual Activity as a Consequence of Alcohol Use: A Prospective Study of Risk Perceptions and Alcohol Use Among College Freshmen

Objective: The authors' goal was to show how risk perceptions regarding unplanned sexual activity following alcohol use are prospectively related to subsequent alcohol consumption.

Participants: Undergraduate students (N = 380) completed questionnaires at 2 time points during their freshman year. Methods: In the middle of the academic year (T1), students estimated their risk of engaging in unplanned sex and reported their alcohol use during the previous term. Four months later (T2), they again reported alcohol use and indicated whether they had engaged in unplanned sex since T1. Results: Students who consumed more alcohol at T1 rated their risk of unplanned sex more highly, suggesting relative accuracy. Those with higher risk perceptions consumed more alcohol at T2 (controlling for T1 use), suggesting that they maintained the high-risk behavior. Last, those who were unrealistically optimistic (ie, estimated low risk at T1 yet had unplanned sex by T2) reported greater alcohol use at T2. Conclusions: These findings highlight the role that risk perceptions regarding sexual activity may play in college students' alcohol use.     

A Review of Satisfaction Instruments Used in Long-Term Care Settings

Mandatory retirement for college and university faculty members will be abolished in 1994 in accordance with the amended Age Discrimination in Employment Act. The presidents of all institutions of higher learning with membership in Association of Gerontology in Higher Education, listed in the National Directory of Educational Programs in Gerontology, were asked to complete a survey that focused on the projected impact of this "uncapping."

Responses were received from 180 institutions (a 70% return rate). The typical respondent (85%-90%) anticipated that uncapping would have a negative impact on quality of instruction, scholarly contributions, and the institution's financial situation. Community relations and faculty morale were not expected to be as strongly impacted nevertheless, approximately two thirds of the respondents anticipated the effects would be negative here as well. Asked to descrlbe specific positive and negative outcomes in their own words, the presidents were more likely to cite negatives (75%) than positives (39%). Many of the responses given to the "positive" inquiry, however, were actually of a negative character, e.g., strategies for separating older faculty members from their positions despite the protection that will be granted when the amended Age Discriminatlon in Employment Act becomes effective. No respondent suggested the possibility of encouraging the continued or renewed development of their older faculty members, or of innovative plans for utilizing their abilities in different ways.     

基于客户价值的商业银行CRM质量评价方法

为给商业银行开展客户关系管理(CRM)提供理论支持,文章从客户关系、服务水平、财务水平、管理能力四个方面提出了商业银行CRM质量的评价指标体系。在此基础上,通过分析各指标之间的关联影响关系构建了用于评价的ANP网络模型,并结合既能反映指标之间相互依存、反馈关系,又能刻画专家主观判断模糊性的Fuzzy-ANP提出了基于客户价值的商业银行CRM质量评价方法。通过一个案例演示了提出方法的具体操作过程,说明了该方法的应用可行性。