论电信企业客户信用管理系统的构建

电信业发展过程中,呆坏账是一个普遍的问题,而且给电信企业的经营也带来了不小的影响。尽管形成我国电信呆坏账的原因有许多,但信用大环境的缺失和电信企业对客户信用管理的不足是最主要的方面。电信企业应在清醒认识信用本体和自身管理方面不足之后,采取措施,逐步建立起有效、动态的企业客户信用管理系统,改善当前的信用管理,才能较好地解决问题。     

Joint product assortment,inventory and price optimization to attract loyal and non-loyal customers

In this paper, we analyze the emerging retail practice of carrying a combined product assortment consisting of both regular “standard” products and more fashionable and short-lived “special” products. The purpose of this practice is to increase store traffic by attracting heterogeneous classes of customers, which drives up sales of standard products due to the potential cross-selling effect. Customers who are primarily attracted by special products will also buy some standard products. In this context, we analyze three decisions that are crucial for a retailer׳s commercial success: the product assortment, the inventory levels and the pricing. We propose an optimization model and an iterative heuristic to analyze the trade-offs between the combined product assortment, the inventory level and the price per product when there is limited shelf space. Using numerical experiments, we show that our heuristic can be trusted and that its accuracy improves when the number of products increases. Our findings indicate that to attract more customers for standard products, a retailer may benefit from carrying low priced special products which, if considered in isolation, would be non-profitable. As the cross-selling effect decreases, a retailer should focus more on the standard assortment by increasing its size and decreasing the prices. However, introducing special products and ignoring the cross-selling effect may decrease a retailer׳s profitability. We show that the introduction of special products involves more than just choosing the right specials for non-loyal customers but impacts the global assortment planning, the standard products and the products pricing.     

我国银行业成功实施客户关系管理系统的影响因素

金融国际化和金融信息化使我国金融市场竞争态势发生了变化,优质客户成为银行利润的主要来源和金融市场竞争的焦点。客户关系管理系统的导入能够对银行与客户的关系进行有效管理,提高客户保留率,成为我国银行业今后发展的制度保障。     

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。     

The Tyranny of the Customer and the Cost of Consumerism: An Analysis Using Systems and Psychoanalytic Approaches to Groups and Society

This paper argues that an organizationaldiscourse on consumerism is replacing a prior discourseof dependency. This discourse encourages, and isencouraged by, economic rationales for behavior and ismarked by the collapse of many complex societal rolesinto the simpler category of customer.Moreover, practices emergent from consumerism andeconomic rationalism often act as organizational andsocial defences against anxieties about theuncertainties and changes occurring in a worldincreasingly dominated by global markets where thecustomer is sovereign. Six workinghypotheses are proposed to explain the operation of these new socialdefences. Evidence in support of these hypotheses comesfrom collaborative action research projects in which theauthor is involved. The argument moves toward a consideration of the new consumerprovider pair which, it is proposed, has becomea major signifier within the consumer discourse andwhich might be considered as a transitional pair indealing with widespread organizationalchange.     

供应链物流客户服务水平的评价

为了科学地评价供应链物流客户服务水平,文章从交易前、交易中和交易后三个维度建立了供应链物流客户服务评价评价指标体系:然后运用DEMATAL方法对众多的观测指标进行了优化和降维.最后,在指标体系基础上,采用网络层次分析方法analytic networks process(ANP)对各评价指标的权重进行计算.     

浅析授信客户财务报表舞弊之甄别

授信客户管理是银行防范信贷风险不可或缺的有效手段,也是银行对企业信用评估的重要指标.近年来,国内、国外都存在着一些企业、特别是知名企业利用财务报表造假,来骗取银行信贷资金,造成了银行亏损或大量的不良资产.本文通过对授信客户财务报表舞弊的环境与动机的分析入手,对公司财务报表的舞弊手段进行了深入探讨与研究,并提出了针对授信客户财务虚假报表的甄别方法与对策.     

用顾客满意的产品创造忠诚顾客

追求顾客满意是现代企业对市场竞争本质的深刻认识 ,其实质是创造忠诚顾客 ,实现企业的长期盈利。产品是联结企业与顾客的纽带 ,企业通过向顾客提供满意的产品 ,使顾客对企业产生忠诚感 ,最终实现顾客利益和企业效益的统一。     

全面质量管理在美英高等教育中的应用及启示

全面质量管理(TQM)旨在通过TQM的目标管理来实现组织中物质及人力资源的有效利用,从而达到提高组织运行质量的目的,全面质量管理同样可以应用于高等教育系统。本文介绍了TQM的定义与原则,美英一些高校应用TQM的成功范例。并结合我国高等教育的实际,提出了“九步应用模型”。