电话服务接触顾客满意影响因素研究

在文献研究和深度访谈的基础上,通过分析得到：四类15个因素影响到电话接触的顾客满意度;四类因素均与顾客满意呈显著正相关关系,其影响程度依次是业务规范、服务技能、适应能力和后台支持;多数调查对象对接线员偏向女性;国内目前的电话服务接触顾客满意度还需要进一步提高。     

中国商业企业顾客满意度模型的构建

从20世纪90年代以来,中国学术界和企业界都逐渐认同了顾客满意度的理念,并在实践中进行测量。在测量中主要采用美国顾客满意度指数模型。但模型中的顾客期望等变量受到一定的质疑,同时,中国市场比较重要的影响顾客满意度的还有企业形象变量、顾客关系等变量。商业企业与顾客的联系非常紧密,采用顾客满意度模型进行测量可以更有针对性地提高商业企业的竞争力,为社会创造更大的经济价值和社会价值。这项研究主要探讨了中国商业企业顾客满意度模型中相关变量的实用性,对中国商业企业的顾客满意度模型提出了相关的建议。     

中部地区城镇居民社会满意度研究——以南昌为例

城镇居民社会满意度是衡量民众社会生活的重要指标。研究以中部地区省会城市南昌为调查对象,以规范研究和实证研究相结合的方法,通过SPSS13.0软件对相关数据进行信度、效度检验、因子分析、相关分析,从公共事务因子、工作因子、安全因子、业余生活因子、家庭收支因子、稳定因子、个人收入因子、集体活动因子、婚姻因子9个维度对社会满意度研究体系进行构建和评价。研究表明,南昌城镇居民社会满意度较低。其中,婚姻因子、工作因子与公共事务因子位于满意度前三位,家庭收支因子、稳定因子与个人收入因子位于最后三位,这在一定程度上反映出中部地区城镇居民社会满意度的主要特征。研究对促进当前我国社会全面进步具有一定的参考价值和现实意义。     

时政期刊的主流话语及其公共领域建构

20世纪90年代以来新兴的时政期刊,依赖于市场经济和传媒产业化趋势,将受众定位于中产阶层,在新闻的话语上出现了新的特征,建构出新的主流时政新闻话语,着力营造着以中产阶层为主体的公共领域。     

Asymptotic normality of kernel type regression estimators for random fields

The asymptotic normality of the Nadaraya–Watson regression estimator is studied for α-mixing$\alpha \text{-}\mathrm{mixing}$ random fields. The infill-increasing setting is considered, that is when the locations of observations become dense in an increasing sequence of domains. This setting fills the gap between continuous and discrete models. In the infill-increasing case the asymptotic normality of the Nadaraya–Watson estimator holds, but with an unusual asymptotic covariance structure. It turns out that this covariance structure is a combination of the covariance structures that we observe in the discrete and in the continuous case.     

服务补救中顾客情绪对顾客满意之影响的实证研究

在顾客服务补救满意的研究中,本文引入情绪变量,提出了包含服务失败、服务补救整个过程的研究模型,采用情景模拟的方法进行了实证研究。研究表明:顾客在服务补救后的满意,受顾客服务补救后情绪的影响,而不是受顾客服务失败时的初始情绪的影响。其中,补救后积极情绪对补救满意有显著的正向影响;补救后外在归因消极情绪对补救满意有显著的负向影响。     

Estimation of extreme quantiles from heavy and light tailed distributions

In Gardes et al. (2011), a new family of distributions is introduced, depending on two parameters τ$\tau$ and θ$\theta$, which encompasses Pareto-type distributions as well as Weibull tail-distributions. Estimators for θ$\theta$ and extreme quantiles are also proposed, but they both depend on the unknown parameter τ$\tau$, making them useless in practical situations. In this paper, we propose an estimator of τ$\tau$ which is independent of θ$\theta$. Plugging our estimator of τ$\tau$ in the two previous ones allows us to estimate extreme quantiles from Pareto-type and Weibull tail-distributions in an unified way. The asymptotic distributions of our three new estimators are established and their efficiency is illustrated on a small simulation study and on a real data set.     

The Role of Religiosity in Satisfaction With Life: A Sample of Turkish Gay Men

ABSTRACT

In this study, we investigated the role of religiosity in satisfaction with life in a sample of Turkish gay men. A one-way analysis of covariance (ANCOVA) revealed that the religiosity had a significant effect on life satisfaction of gay men. Extrinsically religious gay men displayed significantly higher life satisfaction scores than both intrinsically religious and nonreligious gay men. Moreover, intrinsically religious and nonreligious gay men did not significantly differ in terms of life satisfaction. Based on the findings of the study, we concluded that the role of a committed religiosity in enhancing satisfaction with life as documented by the overwhelming majority of previous research was reversed in the case of Turkish Muslim gay men.     

A randomized controlled trial of a 5-year marriage checkup booster session for a subsample of responder couples

This study examined maintenance and booster effects of a brief couple intervention, the Marriage Checkup (MC), across 5 years. A subsample of 63 couples who benefitted from two previous MCs (responder couples), were randomly assigned to a third MC or control. Before randomization (at 4-years-9-months), the responder sample had maintained small to medium effects on two measures of relationship functioning. After randomization, we found no significant between-group effects. Yet, within-group analyses revealed that while control couples showed flat trajectories in all outcomes after the 4-year-9-months baseline, couples receiving a third MC (at Year 5) reported small to medium improvements in three measures of relationship functioning and maintained follow-up effect in one measure. Findings indicate that couples who initially improved from the MC can maintain some of their improvements over long periods. The potential of boosting such improvements with recurrent MCs is a relevant target for further investigation in larger samples.