A multiblock PLS‐based algorithm applied to a causal model in marketing

A modern approach to logistics allows it to be understood and used for its capacity to generate value, because value is managerially important as a strategic objective for any firm. In the present work a particular view of this approach is offered by providing a structural model where logistics service quality and sacrifices contribute to the formation of logistics value, but where service quality is also an important determinant of satisfaction. This combined approach, tested with multiblock partial least‐sqaures path modelling, in the particular setting of a business‐to‐business encounter, provides empirical support for a chain of effects between service quality–logistics value–satisfaction–loyalty without underestimating the important effect of service quality on satisfaction and satisfaction on loyalty in industrial settings. This proposed conceptual model of the relationship between customer loyalty and the various contributing factors to that loyalty is the main contribution in this paper. Copyright © 2012 John Wiley & Sons, Ltd.     

心理契约对目标绩效的影响研究:以工作满意为中介变量

构建了施工项目团队成员心理契约对目标绩效影响的结构模型,用交易型、关系型、管理型心理契约来衡量施工项目团队成员心理契约,用任务绩效、关系绩效来衡量目标绩效,把工作满意作为中介变量,运用结构方程模型的方法,分析结果表明:施工项目团队成员心理契约由交易型、关系型和管理型心理契约构成;工作满意对施工项目团队成员心理契约(交易型、关系型、管理型)满足程度与施工项目关系绩效的关系具有完全中介作用等结论。     

结构方程模型评价体系的可比性问题

随着结构方程模型评价体系的推广应用,评价体系的可比性问题值得关注。本文以顾客满意度指数(CSI)为例说明结构方程模型评价体系的可比性问题,并通过模拟研究说明结构方程模型评价体系保持可比性的关键,那就是在其他条件一致的情况下,各结构方程模型中对核心变量的显变量设定一致,而各结构方程模型纳入何种潜变量以及如何设定潜变量之间关系,对评价体系可比性的影响并不显著。     

On the concentration of the number of solutions of random satisfiability formulas

Let Z(F) be the number of solutions of a random k‐satisfiability formula F with n variables and clause density α. Assume that the probability that F is unsatisfiable is for some . We show that (possibly excluding a countable set of “exceptional” α's) the number of solutions concentrates, i.e., there exists a non‐random function such that, for any , we have with high probability. In particular, the assumption holds for all , which proves the above concentration claim in the whole satisfiability regime of random 2‐SAT. We also extend these results to a broad class of constraint satisfaction problems. © 2013 Wiley Periodicals, Inc. Random Struct. Alg., 45, 362–382, 2014     

基于语言偏好信息的稳定双边匹配决策方法

针对语言偏好信息下的双边匹配问题,提出一种双边匹配决策方法。首先,将双边主体给出的语言偏好信息转化为三角模糊数;然后,基于去模糊化处理方法将三角模糊数转化为匹配满意度,在此基础上,考虑稳定匹配约束条件,以最大化每方主体的匹配满意度为目标,建立双边匹配多目标优化模型,求解模型,获得双边匹配结果;最后,通过一个算例验证了提出方法的可行性和有效性。     

Good and bad market research: A critical review of Net Promoter Score

Net Promoter Score, touted as the “single customer metric you need” and calculated from customers' answer to one simple question about their loyalty, has been in use since 2003 and adopted in a wide variety of settings. However, it has not lived up to its claimed benefits. This article evaluates the NPS approach in terms of its positive and negative results. This article is for people interested in NPS, still considering implementing NPS in their company, or interested in its technical underpinnings. It points out the benefits and shortcomings and explains why, and it describes what can be done to achieve the outcomes NPS theory claimed it would produce, but has not. The article is written in two parts for quite distinct audiences: firstly, for executives and managers who need customer data and information to make marketing decisions; and secondly, for market researchers, statisticians, and business analysts who are responsible for capturing and providing reliable, understandable, and meaningful customer data to the executives and managers who need the information. Consequently, the two sections are written in two different styles. The first section takes the form of a summary for managers and executives of our findings and recommendations in language aimed at business leaders; the second section provides a detailed analysis and critical review of NPS for market researchers, statisticians, and business analysts. Both sections present a better solution than NPS for understanding what customers value, delivering the best value to customers, winning market share, and creating truly loyal customers.     

制造型企业基层管理者工作满意度对工作倦怠的影响实证分析

本文旨在探讨制造型企业基层管理者工作满意度对工作倦怠的影响。先运用2次预调查的数据分别对MBI-GS和工作满意度量表进行了探索性和验证性因素分析,然后利用验证的量表对21家制造型企业进行了调查。相关分析表明,工作满意度及其4个维度工作任务、领导行为、薪酬与工作环境、晋升与发展同情绪衰竭和消极怠慢都呈显著负相关,同职业效能感都呈显著正相关。分层回归分析表明,工作满意度的4个维度对消极怠慢都有显著的负向影响,对职业效能感都有显著的正向影响;领导行为、工作任务、薪酬与工作环境对情绪衰竭都有显著的负向影响。在工作满意度4个维度中,领导行为对情绪衰竭和消极怠慢的影响最大,工作任务对职业效能感的影响最大。     

计及客户满意度的电动汽车物流配送路径规划与充放电管理

物流配送作为一种盈利型社会服务性行业,配送服务时间对客户满意度具有重要影响。论文考虑电动汽车(electric vehicle, EV)在配送途中和回到配送中心两个阶段,以物流配送成本最低和客户平均满意度最高为目标,构建了一种EV在换电模式下计及客户满意度的物流配送路径规划与充放电管理多目标优化模型,其中物流配送成本包括换电成本、车辆损耗成本以及慢速充放电成本。最后,以A-n29节点VRP基准测试系统插入四座换电站节点为例进行数值仿真,采用非支配排序遗传算法(Non-dominated sorting genetic algorithm, NSGA-II)对所提多目标优化模型进行求解,结果验证了所提方法的可行性和有效性。此外,论文进一步考查了EV慢速充放电管理对配电系统的影响,并对EV发车时间作了参数灵敏度分析,为管理者提供一些参考。     

Evolutionary optimization of transition probability matrices for credit decision-making

Statistical transition probability matrices (TPMs), which indicate the likelihood of obligor credit state migration over a certain time horizon, have been used in various credit decision-making applications. A standard approach of calculating TPMs is to form a one-year empirical TPM and then project it into the future based on Markovian and time-homogeneity assumptions. However, the one-year empirical TPM calculated from historical data generally does not satisfy desired properties. We propose an alternative methodology by formulating the problem as a constrained optimization problem requiring satisfaction of all the desired properties and minimization of the discrepancy between predicted multi-year TPMs and empirical evidence. The problem is high-dimensional, non-convex, and non-separable, and is not effectively solved by nonlinear programming methods. To address the difficulty, we investigated evolutionary algorithms (EAs) and problem representation schemas. A self-adaptive differential evolution algorithm JADE, together with a new representation schema that automates constraint satisfaction, is shown to be the most effective technique.     

Multicriteria models for planning power-networking events

In this paper, we develop effective methods for solving the power-networking problem encountered by the Tulsa Metro Chamber. The primary objective is the maximization of unique contacts made in meetings with multiple rotations of participants. Mixed-integer and constraint-programming models are developed to optimize small- to medium-scale problems, and a heuristic method is developed for large-scale problems representative of the Chamber’s application. Tight bounds on the dual objective are presented. The constraint-programming model developed as phase one for the heuristic yields many new best-known solutions to the related social-golfer problem. The solutions generated for the power-networking problem enables the Chamber of Commerce to plan meeting assignments much more effectively.