基于信息技术的物流服务质量影响因素的实证研究

文章提出了物流服务质量与供应商承诺和客户忠诚度之间存在相关性,然后分别从企业对企业和企业对消费者两个方面进行实证调研,将主成分分析和方差极大旋转相结合,旨在分析主供应商承诺和客户忠诚度对供应商的物流服务质量的影响效果,并检验信息技术在物流服务质量、供应商承诺、客户忠诚度之间的调节作用,结果表明物流服务质量、承诺、忠诚度之间的关系受到信息技术应用的影响。     

A new production approach for compensating forecast error and customer loss in waiting

It is noticeable that forecast information is always subject to some deviations, but it helps reduce the product time-to-market. This is important as customer loyalty decreases as the waiting time becomes longer; thus, to have a balance between forecast error and customer loss becomes essential. This paper presents a production approach that aims at compensating the forecast error and the possible customer loss in waiting for either a product (or a service) to boost the profit. A novel model to tackle this scenario is presented. The results showed that it could offer a better production solution than the Make-To-Stock or the Make-To-Order approaches by starting the production sometime in between these two traditional approaches.     

Loyalty of young female Arabic customers towards recommendation agents: A new model for B2C E-commerce

E-commerce is becoming a major contributor to the worldwide economic system, owing to its adaptability and ease of use for both customers and service providers. Recommender systems are embedded in most modern e-commerce websites, as efficient tools for guiding users to view additional items provided by e-commerce portals. These items are matched with customers' interests depending on their current activities, or on preferences stated in their profiles. As service providers are more concerned with the long-term behavior of customers, and specifically customer loyalty (which bears directly on the long-term success of e-commerce websites), most recommender systems have been developed to consider that aspect. This study investigates the major factors in the loyalty formation of female online shoppers through an e-commerce recommender agent. A new model is introduced, developed, and analyzed for helping to improve e-commerce customer loyalty via the recommender systems. Based on the implications of the results, we can understand research constructs and highlight research outcomes to help in managing recommender systems more effectively.     

建筑施工企业顾客满意度模型实证分析

根据建筑施工项目的特征提出一个简化的建筑施工企业顾客满意度理论模型.在收集建筑施工企业顾客样本数据的基础上,利用结构方程模型软件对理论模型作了检验.研究结果表明:顾客感知质量对顾客满意度、顾客感知价值对顾客忠诚度、顾客满意度对顾客抱怨具有显著性的影响;顾客期望对顾客抱怨、顾客满意度对顾客忠诚度有正面影响;顾客抱怨对顾客忠诚度有负面影响.研究结论具有较高的精度,模型对该建筑施工企业顾客满意度有较好的解释力.     

TQM and brand-building by Chinese original brand manufacturers: impact on business performance

To gain competitive advantage, original brand manufacturers (OBMs) need to understand how operations and marketing cooperate to achieve performance. Doing so can guide OBMs to make appropriate actions to develop their operational and marketing capability, and foster collaboration between the two functions. Using data collected from 560 Chinese OBMs, the authors investigated the joint impact of total quality management (TQM) initiated by operations and brand-building undertaken by marketing on product quality, brand performance and customer satisfaction and loyalty. The results revealed that the two efforts interact and generate gains that individual efforts cannot realize. Not only their interaction generates additional value to product quality, the results also broadly substantiated the authors’ hypothesis that TQM and brand-building take different paths to affect customer satisfaction and loyalty. In total, although brand-building, as matter of inputs, may impose stronger influences on the performances, OBMs should not neglect TQM, as investing in both is critical to the firm’s long-term success.     

基于顾客情感满足的酒店服务质量提升策略

本文从影响酒店服务质量的因素入手,分析了情感在酒店服务质量评价中的作用,提出了个性化服务是提高酒店服务质量的重要举措,实施人性化管理是提高酒店服务质量的重要保障。     

Semi-open queuing networks: a review of stochastic models,solution methods and new research areas

Capturing the waiting times (at an external queue) for a customer to access a movable resource is an important step towards measuring customer service and system performance in manufacturing, logistics, communication and health care systems. Such waiting time measures are typically used for sizing resource and buffer capacities, and thereby minimising customer waiting time probabilities. In this regard, semi-open queuing networks (SOQNs), which decouple the arriving customers/transactions from the network resources using a synchronisation station (also known as a semaphore queue), can potentially capture the customer/transaction waiting times/costs more precisely and provide a rich network modelling construct. Hence, modelling manufacturing or service systems using SOQNs is an important step towards measuring customer flow times (sojourn times) wherein the customer waiting times at an external queue are a critical component. In this paper, we present several stochastic models for manufacturing and service systems using SOQNs and also discuss the potential applications of SOQNs. We then review the solution methods for SOQNs and also compare the numerical accuracies for three promising methods. Finally, we include the potential research areas in SOQNs.     

NNPLS方法在顾客满意度测评中的应用

分析了顾客满意度测评模型中各变量间存在的非线性关系,将神经网络偏最小二乘法(NNPLS)应用到顾客满意度测评中.算例的计算结果表明,与传统顾客满意度测评模型所采用的偏最小二乘法,以及神经网络的方法相比,NNPLS具有更高的拟合精度和较低的预测误差.因此NNPLS在顾客满意、顾客忠诚与其影响因素之间建立了一个稳健的模型,并为顾客满意度测评提供一种新的思路.     

Are you a tech-savvy person? Exploring factors influencing customers using self-service technology

The main purpose of this research is to study the relationship between servicescape and the intention to use self-service technology (SST) using core service and employee service as the moderators and attitude as mediator. The subjects of this research were customers using self-service facilities at banks in Guangzhou, China. Convenience sampling was utilized to survey customers in the bank service outlets; 485 questionnaires were collected. The results show that servicescape has a significantly positive impact on intention to use SST. Attitude toward using SST plays a mediating role in the relationship between servicescape and intention to use SST, while employee service negatively moderates the impact of servicescape on attitude toward using SST. Also, core service negatively moderates the impact of attitude toward using SST on the intention to use SST. This research extends the literature on SST and provides practical information for service enterprises adopting SST.     

基于KANO模型和PCSI指数的大学生心理健康服务设计研究

目的 KANO模型作为需求质量和满意度分析工具,在分析满意度影响时存在不足。拟将KANO模型与潜在顾客满意度改善指数(PCSI指数)进行混合式使用,来填补KANO模型的局限性。方法 通过阐明KANO模型、顾客满意度系数、PCSI指数之间的关系,探究三种工具在服务设计中的混合式使用模式,为调查分析服务中顾客的需求质量和满意度影响提供流程化分工,并针对大学生心理健康服务实施案例实证研究。结论 KANO模型与PCSI指数的混合式使用能更深入、全面地解析顾客的需求分布、满意度水平及两者的相互影响关系。经调查,大学生心理健康服务在满足学生需求和提升满意度上存在较大改善空间。为其纳入匿名咨询服务具有潜在的满意度改善作用,能推动服务组织转变为以关怀学生为中心。     

Customer satisfaction with bank services: The role of cloud services,security, e-learning and service quality

The banking industry is rapidly developing to utilize e-banking as an efficient and suitable tool to satisfy customers. Online banking service is the general service suggested by customary banks to provide faster and more reliable services for customers. With fast technology improvement, e-banking has been utilized to absorb subscribers and conduct banking transactions. Still, the major problem with e-banking is satisfying customers who are now using Internet banking. Customer satisfaction is a significant factor in helping banks to keep their competitive advantage. Therefore, the present investigation aims to examine the factors influencing the satisfaction of customer with e-banking services. Four factors that can drive customer satisfaction towards e-banking are cloud services, security, e-learning, and service quality. This study has utilized the structural equation modeling method to evaluate the causal model with the measurement model's validity and reliability. The research model is analyzed based on the data which are collected from the questionnaires using SMART PLS 3.2. The results have shown that cloud services, security, e-learning, and service quality are four significant factors influencing customer satisfaction in using Internet banking services.     

考虑客户满意度的车辆路径优化研究

针对传统的车辆路径问题较少关注客户满意度的情况，以客户对服务时间和货物完好性的要求来衡量客户满意度，构建基于模糊时间窗的时间满意度函数和基于货损率的货物完好满意度函数，在此基础上以客户满意度最大和运输成本最小为目标建立优化模型，设计相应算例并利用LINGO17.0软件进行求解，与中小物流企业常用的扫描法进行对比验证模型的有效性。结果表明：利用LINGO17.0求得的优化结果与扫描法相比，虽然运输成本有一定增加，但相应的平均客户满意度提高了36.3%，建立的模型能较好地平衡客户满意度和运输成本，对于物流企业配送路径的决策优化有一定的参考价值。     

The impact of delayed differentiation in make-to-order environments

To cope with the challenges of product proliferation, many firms are shifting their supply chain structures from make-to-stock (MTS) to make-to-order (MTO). An MTO strategy comes at a price however, as customers must wait longer for their configured products. Incorporating delayed differentiation (DD) in an MTO environment offers the potential of reducing the customer's waiting time, since the generic part/component of the products is made available before receiving customer orders. In this paper, we quantify the trade-offs involved in implementing DD in an MTO environment using both customer waiting time and system cost as performance metrics. We show that under common conditions, the introduction of DD results in shorter waiting times and higher cost over a pure MTO strategy. These results are as expected. However, we also derive conditions where DD results not only in shorter customer waiting time but also lower cost, thus dominating a pure MTO strategy. Through a simulation experiment, we test the robustness of our results for the case where the customer arrivals and production times are generally distributed. For firms with the capability of estimating the customer waiting cost, we derive the optimal base-stock level of the generic component to minimise the total cost.     

The critical success factors of using social media for supply chain social sustainability in the freight logistics industry

This paper pioneers the investigation of the significant factors that influence corporate decisions on the use of social media for supply chain social sustainability, and it highlights a crucial research area that is currently understudied in supply chain management literature. A theoretical framework was developed in this study based upon the Technology–Organization–Environment (TOE) and Human–Organization–Technology (HOT) theories to obtain the significant critical success factors (CSFs) which influence the use of social media for supply chain social sustainability in freight logistics firms in Nigeria. The Best-Worst Method was applied to analyse and rank the CSFs using their determined relative importance level. The research findings indicate that customer satisfaction, sufficient security and privacy, affordability and competitive pressure are the highest ranked CSFs to achieve supply chain social sustainability using of social media. This research has important implications for policy makers and practitioners to gain perspectives on how to foster the use of social media in the freight logistics sector for supply chain social sustainability.     

客户参与下的服务型制造系统模型

客户参与的产品服务系统是服务型制造的一个显著特征。针对客户参与度对实施服务型制造的企业产品服务系统绩效难以度量的难题,以客户参与度为变量,构建了客户参与度与客户满意度、市场需求和企业利润的模型。通过分析表明：客户参与产品服务系统能在一定条件下提升客户满意度,实现市场需求和企业利润的增长;并可用平衡积分卡理论诠释四者之间相互支撑的逻辑关系,最后算例验证了上述模型和理论分析的科学与有效性。     

基于顾客行为层次的价值分析与管理策略

目前从顾客行为角度强化顾客价值分析与管理,已成为现代企业赢得未来竞争的关键.本文深刻剖析了顾客价值的基本内涵,构建了顾客行为层次分析模型,并以此为基础,研究了基于不同类型顾客的价值管理策略.研究表明：本文所提出的理论分析模型与方法,可以有效探究各类顾客的顾客满意度、忠诚度和顾客价值之间的内在规律,对提高企业顾客价值分析和管理的科学化水平具有很强的现实意义.     

数字化医疗场景下基于等待的信息设计研究

医疗场景中等待行为的普遍性、时间的不确定性,是影响患者就医体验的重要因素,数字化医疗服务体系的快速发展,为提供更加即时、高效和个性化的医疗信息服务、提升用户就医等待体验带来了可能性。目的 以数字化、信息化医疗服务为技术背景,基于用户等待过程中的信息获取需求,探讨等待服务环节的信息结构要素,以支持患者建立明确的等待预期、改善等待体验,为相关信息设计提供参考。方法 根据认知心理学的时间知觉理论,结合医疗候诊场景下的排队特点,将建立明确等待期望转化为时间定位问题,提出基于等待的信息构成要素模型,并通过不同就医阶段场景对不同要素组合的形式有效性和用户满意度进行验证。结果 提出基于等待的信息构成模型由时序信息、时距信息、时点信息、时变信息四类信息要素组成,并提出完整的四要素组合设计方案能够同时满足用户不同场景下预判等待时间的信息需求,验证了四要素信息模型的有效性。结论 基于医疗等待场景的信息设计要素模型及其组合方案设计研究,能够支持用户建立明确的等待时间预期,并能为其他等待相关场景下的信息设计提供参考框架。     

How does manufacturing service perceived value influence customer satisfaction? An investigation of global semiconductor industry

Customer satisfaction is an important strategic performance which is influenced by service experience and perceived value. This study proposed a model to postulate, and statistically test, the relationship between value drivers and customers’ perceived value of semiconductor manufacturing services, and the impact of perceived value on customer satisfaction. The research results showed that perceived value and value drivers are significantly different among services. Line services have a more significant influence on customer satisfaction than support services. Customer firm type and geographical location have a significant influence on value perception and preference, and on the relationship between service value and customer satisfaction. This study suggests that semiconductor manufacturing service providers should deliver right value proposition to enhance satisfaction for different customer firm types in varying regions, and design customised service portfolios with various value foci to differentiate them and gain a competitive advantage.     

第三方物流企业关键绩效管理

该研究从第三方物流企业的服务性行业性质出发,在供应链的环境中考察不同顾客对物流绩效的不同需求,提出绩效管理必须以顾客满意为导向的关键绩效管理(CTP)思想.第三方物流企业以顾客满意为导向的关键绩效管理,从顾客满意度出发,通过分析物流企业的关键业务流程,研究影响顾客满意度的企业内部因素,指出物流质量、成本、周期以及系统柔性是影响顾客满意度的四个关键因素,并由此四个维度总结出第三方物流企业的关键绩效指标及绩效评价函数.最后,通过对第三方汽车物流企业的实证研究进一步说明以顾客满意为导向的绩效管理方法的实际应用.     

The role of complaint management in the service recovery process

BACKGROUND: Patient satisfaction and retention can be influenced by the development of an effective service recovery program that can identify complaints and remedy failure points in the service system. Patient complaints provide organizations with an opportunity to resolve unsatisfactory situations and to track complaint data for quality improvement purposes. SERVICE RECOVERY: Service recovery is an important and effective customer retention tool. One way an organization can ensure repeat business is by developing a strong customer service program that includes service recovery as an essential component. The concept of service recovery involves the service provider taking responsive action to "recover" lost or dissatisfied customers and convert them into satisfied customers. Service recovery has proven to be cost-effective in other service industries. THE COMPLAINT MANAGEMENT PROCESS: The complaint management process involves six steps that organizations can use to influence effective service recovery: (1) encourage complaints as a quality improvement tool; (2) establish a team of representatives to handle complaints; (3) resolve customer problems quickly and effectively; (4) develop a complaint database; (5) commit to identifying failure points in the service system; and (6) track trends and use information to improve service processes. SUMMARY AND CONCLUSIONS: Customer retention is enhanced when an organization can reclaim disgruntled patients through the development of effective service recovery programs. Health care organizations can become more customer oriented by taking advantage of the information provided by patient complaints, increasing patient satisfaction and retention in the process.