中国商业银行CRM实施结构体系经验性解析

实施客户关系管理（Customer Relationship Management,CRM）是现阶段中国商业银行的一项重要管理战略。CRM结构体系的设计是中国商业银行CRM管理实践发展的基础性平台。经验性的解析揭示了中国商业银行CRM实施过程中的优势与不足,中国商业银行CRM建设已进入提高阶段,并为中国商业银行进一步提高CRM战略绩效提供了系统性的理论借鉴。     

农村顾客抱怨行为与情景因素关系的实证分析

情景因素是影响顾客抱怨行为的最主要因素之一,当发生消费失败时,在不同的情景因素下,顾客会选择不同的抱怨行为。农村顾客,由于其价值观和生活习惯的不同,在相同的情景因素下,可能会选择不同于城市顾客的抱怨行为。运用SPSS17.0软件,采取回归分析的方法,比较分析不同情景因素对农村顾客抱怨行为的影响,旨在探究农村顾客在不同情景因素下可能采取怎样的抱怨行为,存在的差异,提出针对农村顾客抱怨的管理意见,有利于提高农村顾客满意度和忠诚度,为企业的农村渠道建设和维护提供借鉴。     

在华跨国零售企业店铺形象维度与顾客忠诚关系的实证研究——异业态的比较分析

开发了适合大型综合超市、百货店和家居建材专业店的店铺形象测量量表,并以沃尔玛、家乐福、TESCO乐购、宜家、百盛五大跨国零售企业的顾客样本为基础进行实证研究。研究发现,跨国零售企业店铺形象维度对顾客忠诚的影响作用主要通过顾客满意和顾客信任作为中介调节,在不同业态的外资零售企业中,店铺形象维度对顾客满意和顾客信任的影响存在显著差异。最后还对五大跨国零售企业在便利性形象、社会形象、商品形象、价格促销形象、人员服务形象、店铺环境形象、售后服务形象以及顾客满意、顾客信任、顾客忠诚上的表现进行了比较。研究对于零售企业通过店铺形象优化提升竞争力具有重要理论与现实意义。     

国有企业员工离职意向的影响因素研究

依据组织行为学和人力资源管理学理论,从员工个人特性、工作满意度和组织承诺三个影响员工离职意向的个体因素入手,以三家国有企业为调查对象进行随机问卷调查,采用SPSS统计分析软件中的因子分析、多元回归分析对调查数据进行处理,构建我国国有企业员工离职意向的回归模型,为我国国有企业管理层提出了留住人才、引进人才的政策性建议。     

留守经历对新生代农民工工作流动的影响--基于2015年北京市数据的实证检验

本文基于2015年北京市新生代农民工的微观调查数据，在利用倾向得分倒数加权法纠正样本的选择性偏差以后发现：（1）新生代农民工过高的工作流动频率在一定程度上与其普遍的留守经历有关；（2）不同类型的留守形式和留守时间对工作流动的影响有所不同，完全留守、长期留守者表现出更高的工作流动性；（3）相同的留守行为对工作流动的影响存在明显的性别差异，男性农民工更易受到童年时期留守经历的影响。上述结论的政策启示在于：在关注留守经历及其所带来的影响差异的同时，也应避免留守问题的代际传承。     

Dyadic Cross-Sectional Associations Between Depressive Mood,Relationship Satisfaction,and Common Dyadic Coping

The aim of this cross-sectional study was to investigate the mediational role of common dyadic coping in the links between depressive mood and relationship satisfaction. We estimated two competing Actor–Partner Mediator Models, in which the dyad is the highest unit of analysis. The first model specified dyadic coping as a mediator in the association between relationship satisfaction and depression, whereas the second model specified dyadic coping as a mediator between depression and relationship satisfaction. Analyzing data from 198 couples, our findings provided a plausible approximation of the second model, representing the interactional model of depression. They showed that common dyadic coping mediates the link between depression and relationship satisfaction for men only.     

Dementia Special Care Units

Abstract

Despite continued interest and growth in special care units in the United States, there is no uniform agreement on characteristics for these units, specific outcomes, or satisfaction with them. This study examined family satisfaction with Dementia Special Care Units (SCUs) using a modified standardized instrument and follow-up interviews. The study included five SCUs in one state, three participating in a dementia SCU demonstration project. Family outcomes were evaluated using surveys and interviews. The only significant difference between facilities in the demonstration project and the comparison facilities was one variable noting family with residents in the demonstration project had more positive perceptions regarding resident safety. The study illustrates a need for policy makers to more clearly identify and regulate special aspects of SCUs, taking family perceptions into consideration.     

Developing and Testing a Satisfaction Survey for Nursing Home Residents

Abstract

Input from consumers has become an important part of quality improvement in long-term care and for consumer decision-making. This paper documents the development of the Ohio Nursing Home Resident Satisfaction Survey (ONHRSS) through a partnership of state government, research, and industry experts. The instrument was tested and refined through two waves of data—a pretest phase and later with statewide data. Exploratory and confirmatory analyses with statewide data identified eight primary factors along with an underlying, secondary Global Satisfaction factor. Reliability of the domains ranged from .69 to .95. Recommendations for further refinement and testing of the instrument are discussed along with policy and practice implications.     

A Program Evaluation of Los Angeles ACORN's Welfare Case Advocacy

SUMMARY

Bureaucratic confusion and client dissatisfaction since the 1996 changes in welfare policy opened opportunities for third party advocacy on behalf of welfare clients. This paper evaluates Los Angeles ACORN's case advocacy program for welfare clients. Outcomes analyzed include client satisfaction with ACORN's advocacy and effects of the program on welfare clients who later became ACORN members. Ninety-one percent of clients surveyed (N = 99) stated they were satisfied with the resolution of their welfare case complaint. Eighty-eight percent of respondents stated ACORN did a better job resolving their problem compared to the welfare department. Unique aspects of the program include peer advocacy and opportunities for welfare recipients to join ACORN and work on welfare policy changes among other issues.     

A four factor model predicting likelihood of foster carer retention

This study used a self‐report method to test a conceptual model for predicting the likelihood of retention of foster carers for children requiring out‐of‐home care. It was hypothesized that satisfaction levels of foster carers would be determined by locus of control and social support, and that the decision to stay or leave fostering within the next 18 months would be influenced by foster carer satisfaction, and commitment to a child/ren in care. Participants were 185 Queensland foster carers. Results supported the proposed model. Logistic regression analysis revealed that an increase in either satisfaction or commitment would result in foster carers being more likely to decide to stay in fostering. Multiple regression analysis found that both locus of control and social support made a significant contribution to the prediction of carer satisfaction. The findings were further supported by qualitative data. Implications of the findings are discussed.