制造企业服务业务扩展及其认知因素研究

制造企业的竞争越来越激烈,几乎所有的企业都要面对快速反应多变市场和应对价格压力的要求,面对越来越小的产品利润空间和越来越复杂的客户需求,本文从对工业服务管理文献分析和制造企业的调查研究入手,揭示了制造企业从纯粹的产品生产者向客户支持方案提供者发展的转移趋势.通过对瑞士和德国30多家机器和设备制造企业进行的调查研究,说明了服务业务对制造企业在开发财务、营销和战略机会上的重要作用,并对转移过程中服务业务的扩展过程进行了总结.结合具体企业实践,本文对制约制造企业扩展服务业务中在管理动机上的认知因素进行了分析和研究.结合中国加入WTO后,中国制造企业将全面融入国际竞争的背景,本文期望对中国制造企业的发展和竞争地位的提高提供理论和实践上的指导.     

信息不完全确定的区域产品模糊区间聚类方法

区域产品分类与选择是区域经济发展中最重要和最基础的工作.在产品选择与分类时,需要确定指标权系数和分类阈值等参数,这在实际应用中是比较困难的.针对这种情况,提出了一种信息不完全确定的区域产品模糊区间聚类方法.该方法构建了指标权系数信息不完全确定的最优模糊区间聚类模型,利用遗传算法和改进的FCM算法联合求解所得优化模型,得到指标权系数、最优聚类中心和最优划分,进而确定各产品所属类别.最后将该方法应用于某区域的产品分类和主导产品的确定中,实例计算说明该方法的可行性和有效性.     

Aggregation and Optimization with State‐Dependent Pricing: A Comment

A key argument in Caplin and Leahy (1997) states that the correlation between monetary shocks and output is falling in the variance of the money supply. We demonstrate that this conclusion depends on solving for the correlation in the nonstationary state of the model. In the stationary state, that correlation is initially rising.     

Service Personnel,Technology, and Their Interaction in Influencing Customer Satisfaction*

Managing both the technologies and the personnel needed for providing high‐quality, multichannel customer support creates a complex and persistent operational challenge. Adding to this difficulty, it is still unclear how service personnel and these new communication technologies interact to influence the customer's perceptions of the service being provided. Motivated by both practical importance and inconsistent findings in the academic literature, this exploratory research examines the interaction of media richness, represented by three different technology contexts (telephone, e‐mail, and online chat), with six customer service representative (CSR) characteristics and their influences on customer satisfaction. Using a large‐sample customer survey data set, the article develops a multigroup structural equation model to analyze these interactions. Results suggest that CSR characteristics influence customer service satisfaction similarly across all three technology‐mediated contexts. Of the characteristics studied, service representatives contribute to customer satisfaction more when they exhibit the characteristics of thoroughness, knowledgeableness, and preparedness, regardless of the richness of the medium used. Surprisingly, while three other CSR characteristics studied (courtesy, professionalism, and attentiveness) are traditionally believed to be important in face‐to‐face encounters, they had no significant impact on customer satisfaction in the technology‐mediated contexts studied. Implications for both practitioners and researchers are drawn from the results and future research opportunities are discussed.     

Decision Sciences Research in China: A Critical Review and Research Agenda—Foundations and Overview*

This article focuses on decision sciences research in China, providing an overview of current research and developing a foundation for future China‐based research. China provides a unique research opportunity for decision sciences researchers, owing to its recent history, rapid economic development, and strong national culture. We examine recent economic reforms and their impact on the development of research questions in the decision sciences, as well as discuss characteristics of the diverse regions in China and their potential as sites for various types of research. We provide a brief overview of recent China‐based research on decision sciences issues relating to national culture, supply chain management, quality management, production planning and control, operations strategy, and new product development and discuss some of the unique methodological challenges inherent in China‐based research. We conclude by looking forward to emerging research opportunities in China.     

Multiproduct,Multicriteria Model for Supplier Selection with Product Life‐Cycle Considerations

In industrial purchasing contexts firms often procure a set of products from the same suppliers to benefit from economies of scale and scope. These products are often at different stages of their respective product life cycles (PLCs). Firms consider multiple criteria in purchasing such products, and the relative importance of these criteria varies depending on the PLC stage of a given product. Therefore, a firm should select suppliers and choose sourcing arrangements such that product requirements across multiple criteria are satisfied over time. The extant models in sourcing literature for evaluating and selecting suppliers for a portfolio of products have not considered this important and practical issue faced by firms. This article proposes a mathematical model that effectively addresses this issue and contributes to the sourcing literature by demonstrating an approach for optimally selecting suppliers and supplier bids given the relative importance of multiple criteria across multiple products over their PLC. The application of the model on a hypothetical data set illustrates the strategic and tactical significance of such considerations.     

资金约束条件下的垄断企业策略性退出模型研究

传统的垄断企业退出模型没有考虑资金约束问题,通过研究双寡头企业在资金约束条件下如何从需求不断萎缩的产业退出的问题:首先描述了双寡头垄断企业策略性退出的基本模型,然后引入资金约束变量,分析企业资金实力如何影响和决定退出时机和顺序。结果表明,虽然不具备策略优势并且也将在消耗战中遭受损失,但雄厚的资金实力能保证企业在退出博弈中胜出,并且获得最后的垄断利润。因此,拥有雄厚资金实力的垄断企业的最优策略通常是继续保留在市场中,而不是传统模型中所指出的由于不具有策略优势而最先退出。     

竞争性双寡头的联盟绩效研究

由竞争对手组建的竞争性战略联盟,正逐渐成为联盟理论研究的焦点。本文以同一区域内、不对称的竞争性双寡头为研究对象,针对新产品研发和销售两阶段,对比分析了不合作与结成竞争性联盟共同研发并在新市场中联合销售新产品这两种模式下的均衡研发投入和均衡利润,得出了竞争性双寡头组建联盟的共赢区间。研究结论有助于我国企业借助竞争合作关系进入国际市场,提高国际竞争力。     

基于资源观的企业IT能力理论及实证研究

本文研究目的是探讨企业IT能力的构成、测量及其提升问题.基于我国信息化实践背景,以企业资源观(Resource-based View)为理论依据,提出IT能力构成维度的概念模型,设计问卷及测量问题,并进行了数据收集以及信度、效度检验等实证研究对理论模型予以验证.最后,根据数据分析结果,为企业建立IT能力给出一系列的指导建议,从而有助于通过IT应用获取竞争优势.     

知识型团队动态能力构建、团队体系模型与创新运作模式研究

知识型团队是现代组织执行复杂创新任务的重要组织形式.本文从分析知识型团队与知识工作任务的匹配关系入手,在引入知识链及知识链网络等概念的基础上,探讨了基于知识链的知识型团队的动态能力构建机制,分析了围绕知识链网络的知识团队结构体系模型及创新运作机理.