顾客忠诚的驱动因素及其作用

致力于赢得顾客忠诚的企业需要对顾客忠诚的真正含义和驱动因素进行全面的把握。本文在区分顾客忠诚的内在态度取向和外在重购行为两个维度的基础上 ,对顾客忠诚的驱动因素及其作用作了较为全面深入的分析     

基于规则的客户关系管理系统建模方法

客户关系管理系统(CRM)是提高企业核心竞争力的有力武器。以工作流和过程建模技术为基础,研究CRM系统的建模,是CRM系统的建立和顺畅运行的关键。因此,将动态过程建模的思想引入CRM系统的建模过程中,按照逐层分解的建模方式来简化系统的复杂性,并采用事件驱动的、基于扩展业务规则的方法进行CRM系统的过程建模和系统性能评价,是针对CRM系统进行建模的有效手段。通过以上方法,可以建立出全面支持CRM系统运行、监控、仿真和性能评价的过程模型。根据该方法建立的CRM系统的模型经过仿真实验和企业实际应用,证明具有良好的应用效果。     

Consumer trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services

Reducing social uncertainty—understanding, predicting, and controlling the behavior of other people—is a central motivating force of human behavior. When rules and customs are not sufficient, people rely on trust and familiarity as primary mechanisms to reduce social uncertainty. The relative paucity of regulations and customs on the Internet makes consumer familiarity and trust especially important in the case of e-Commerce. Yet the lack of an interpersonal exchange and the one-time nature of the typical business transaction on the Internet make this kind of consumer trust unique, because trust relates to other people and is nourished through interactions with them.This study validates a four-dimensional scale of trust in the context of e-Products and revalidates it in the context of e-Services. The study then shows the influence of social presence on these dimensions of this trust, especially benevolence, and its ultimate contribution to online purchase intentions.     

如何建立社区支持农业中的消费者信任——惠州四季分享有机农场的个案研究

信任对 CSA 经济的可持续至关重要。 文章基于信任建立过程和信任发展的阶段性理论,通过单案例的研究方法探讨如何构建社区支持农业中的消费者信任。 研究结果表明:消费者信任的建立分为初始信任与持续信任两个阶段。 在潜在消费者的初始信任阶段,直接或间接关系、公开的信息、农 场主特征和消费体验会引发消费者的计算过程、转移过程、预测过程、意图过程和能力过程而建立消费 者初始信任。 在会员的持续信任阶段,用户体验和社会联系会引发消费者的预测过程和意图过程而维 持会员对农场的信任。     

Differential customer racial attitudes toward scandal and patriotism: The Mitchell Report,the Olympics,race, and baseball memorabilia

This paper investigates differential customer racial reaction to negative and positive publicity related to professional athletes. In terms of negative publicity, it analyzes the effect of mention in the Mitchell Report on the price of baseball cards. In regards to positive publicity, it considers the impact of having been identified as a member of the United States Olympic or national team. After controlling for player productivity with performance statistics, the effects of being mentioned in the Mitchell Report are isolated within regression analysis to draw conclusions concerning customer racial attitudes toward the steroids scandal. Similar analysis is conducted to see the impact of being seen as a baseball representative of the United States. Regression results are consistent with the conclusion that negative publicity devalues the cards of nonWhite players but not of White players. Positive publicity, however, increases the value of a player's card regardless of ethnicity.     

残疾人创业的信任环境重构——基于团队特征的视角

推动残疾人成功创业已成为各国促进残疾人就业率提升的一个有效手段,但创业成功并非易事,残疾人创业所面临的信息沟通不畅、信任环境缺失等问题直接影响创业的成功率。本文通过构建相关变量的有调节效应的回归模型,深入探讨了影响残疾人创业的情景因素,研究结果显示,残疾人创业团队的外部信任环境重构和创业团队自信心的建立对创业成功有显著的正向影响。     

Multivariate Approach for Comparative Evaluations of Customer Satisfaction with Application to Transport Services

In problems related to evaluations of products or services (e.g. in customer satisfaction analysis) the main difficulties concern the synthesis of the information, which is necessary for the presence of several evaluators and many response variables (aspects under evaluation). In this article, the problem of determining and comparing the satisfaction of different groups of customers, in the presence of multivariate response variables and using the results of pairwise comparisons is addressed. Within the framework of group ranking methods and multi criteria decision making theory, a new approach, based on nonparametric techniques, for evaluating group satisfaction in a multivariate framework is proposed and the concept of Multivariate Relative Satisfaction is defined. An application to the evaluation of public transport services, like the railway service and the urban bus service, by students of the University of Ferrara (Italy) is also discussed.     

Peer influence on protest participation: Communication and trust between co-workers as inhibitors or facilitators of mobilization

In this article, we investigate how communication and trust networks between employees affect participation in a strike. We analyze whether the strength of network relations is related to congruence in strike behavior using social network data on 59 Dutch workers. We find that private communication networks and trust networks lead to similar strike behavior. This finding indicates that networks not only promote protest mobilization but are also vehicles for demobilization, albeit through different network relations.     

A New Feature Selection Method for Text Categorization of Customer Reviews

With the rapid development of e-commerce, online consumer review plays an increasingly important role in consumers’ purchase decisions. Most research papers use the quantitative measures of consumer reviews for statistical analysis. Here we focus on analyzing the texts of customer reviews with text mining tools. We propose a new feature selection method called maximizing the difference. Various classification methods such as boosting, random forest and SVM are used to test the performance of the new method along with different evaluation criteria. Both simulation and empirical results show that it improves the effectiveness of the classifier over the existing methods.