Are Australian wine consumers willing to pay for the expert service of wine retailers?

Retailing is continually evolving with different strategies used over time. In this era of customer relationships building, this study investigated an innovation gap; about Australian consumers' willingness to pay (WTP) a premium for the expert service of wine retailers. The study objectives were to evaluate factors that influence WTPs of wine retailers and to measure WTPs. A 2099 usable survey was obtained Australia-wide. The contingent valuation method was used to elicit the willingness of consumers. The data were analysed using the ordered probit model. On average, the premium respondents indicated WTP was $0.60 for the expert service of wine retailers. This study found that consumers are willing to pay for the expert service of wine retailers, and that consumers rely on the use of risk reduction strategy not only because of their perception of risk but they are also more desirous of wine knowledge and are willing to acquire it, even at a cost. This makes a strong case for the development and provision strategies of store dynamic elements such as expert service. The study has limitation as it is exploratory and cross-sectional. Confirmatory and longitudinal surveys amongst others are recommended.     

电信运营业客户价值研究的紧迫性及方向探讨

价格竞争是目前我国电信运营商客户资源竞争的主要手段，由此所导致的增量不增收是困扰我国电信运营业健康发展的难题，并成为新竞争环境下电信运营业客户管理工作必须尽快解决的问题。客户价值(Customer Value)研究是解决这一问题的营销理论基础。本详细阐述了客户价值研究对于电信运营业客户管理的紧迫性，并探索了国内研究的具体方向。     

基于客户感知网络质量的维护支撑模型

以客户感知的网络质量为目标,尝试构建了网络维护工作的支撑模型。将该模型,与当前网络维护组织模式进行对比分析,给出了改进措施。最后在模型框架下结合3G的发展,对今后的维护工作提出了建议。     

一类多随机顾客流排队系统模型的计算机模拟

本文讨论了服务时间与队长有关的多随机顾客流的排队系统模拟。在单服务台、串联及并联多服务台情形下建立了六个模拟模型。这一类模型在网络、多用户系统等方面的性能分析和设计都有较广泛的应用。本文最后给出模拟模型的计算实例。     

Measuring system and software reliability using an automated data collection process

The factors which affect the behaviour of the customer's computing environment, which is undergoing a revolution away from a server or timeshare centric model to a client/server or distributed model, can no longer be identified solely through using traditional methods of data collection. Digital Equipment Corporation has developed an automated data collection process, collecting on-system data logging information from customer sites that has yielded consistent, quantitative, high integrity information. This information has been used to proactively focus on direct product and process improvements. This paper describes the on-system data logging process and analysis methodology used by Digital to measure system, product and operating system reliability with examples of the application of the techniques that provide insight into the causes of failures.     

The Examination of Drinking Water in the Mid-1990s

This paper describes the principles underlying water quality examination in a large modern water company, and compares these present-day techniques with the approach which was used 100 years ago. Although the analytical technology and regulatory framework for water testing has changed out of all recognition in this period, the author argues that many of the fundamental concepts remain the same. This illustrates the foresight of our predecessors. Nevertheless, despite, or perhaps because of, our modern analytical skills, public confidence in the high quality of current water supplies is being 'strained' by our ability to detect more and more minute trace contaminants in water. The challenge to water quality managers of today is to demonstrate to their customers that present approaches to water examination provide a very high degree of reassurance about water safety, not the converse.     

Customer network configurations and generic flow control

This paper analyses the BISDN customer network configurations as specified in CCITT Recommendation I.413 (e.g. star, bus, ring, starred bus), assumed market needs and the impact on the ATM layer functionality at the broadband user-network interface at the S_B and T_B reference points. Orderly and fair access of several terminals to a shared transmission medium requires a suitable access protocol (generic flow control). Its functionality and possible implementations are discussed.     

商业银行客户知识共享的博弈分析

客户知识共享有利于客户知识得到充分和全面的利用，提高知识的生产率。客户知识共享在一般情况下都需要参与各方付出一定的成本。运用完全信息博弈和不完全信息博弈模型，分析客户知识共享实现的可能性。     

决策支持在客户关系管理中的应用

客户关系管理是一种通过现代通讯技术和计算机技术，以有效满足客户的需求为目标来组织企业生产经营管理的一种信息系统。在客户关系管理中，决策支持的作用重要，必不可少。本文先介绍了客户关系管理的产生、发展以及在企业中的应用，然后讨论了决策支持在客户关系管理系统不同层次的应用，最后介绍了目前市场上的一些客户关系管理的产品。