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。     

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.     

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.     

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.     

Customer Use of Virtual Channels in Multichannel Services: Does Type of Activity Matter?

Many firms have recently adopted virtual channels, based most notably on the Internet and the phone, to complement the delivery of services to their customers by their existing physical facilities. The success of such multichannel (MC) strategies relies on the alignment of service design decisions—namely those concerning the allocation of service activities to virtual channels—with customers’ MC behavior. Although prior studies have looked at the intensity with which customers use virtual channels, they have not addressed virtual channel use for different types of service activities. In our study, we investigate whether customers’ use of virtual channels for MC services varies with the type of service activities they engage in, and if so, in what way. In doing so, we address two objectives. First, we investigate the impact of accessibility to the physical channel on the degree of use of virtual channels (Internet and phone, aggregated) for different types of activities. Second, we look at channel preferences (Internet vs. phone) for different types of activities when customers do resort to virtual channels to conduct activities. To address our objectives, we develop and test hypotheses regarding customers’ use of virtual channels based on the match between activity attributes (complexity and volume) and channel attributes (access efficiency, interface efficiency, interface richness). Using data from a MC bank, we find that the impact of accessibility to physical channels (specifically, customer distance) on customers’ use of virtual channels, as well as the relative use of Internet versus phone, depend on the type of activities.     

基于顾客感知价值的顾客满意研究

越来越多的企业将顾客满意视为最重要的成功因素。企业界和学术界以往把产品或服务质量作为决定顾客满意的主要驱动因素,比较忽视顾客在交易全过程各种形式的付出。顾客感知价值是顾客对产品与服务在权衡利得与利失基础上形成的评价与偏好,是决定顾客满意的重要前提。顾客感知价值与顾客满意间存在层次上的互动,从而形成不同层次的顾客满意。顾客感知价值为企业真正实现顾客满意管理提供了新的认识途径和管理基础。     

Women–Family in Quality Perspective

Bringing together women and family in quality perspective bring about interesting discussions in this paper. By integrating previous studies and considering expert opinions, we determinate the variables and dimensions with respect to women’s existence regarding their roles both in the family and at work. Many activities carried out by women represent the consumer aspects of their role. Women undertake these activities to fulfill their needs, which can be classified in the order of preference using Maslow’s Hierarchy of Need. Women success can be measured based on their ability to perform their roles successfully. We identify women’s performance by using quality approach of Personal Quality Maintenance (PQM), which is widely applied in many organizations in order to maintain the service delivery, which meets the customer satisfaction. The effort to enhance women’s satisfaction for their success in playing the multirole in the family and at work is our main consideration. This study may contribute a new point of view regarding for the women’s welfare and existence.