关系感知在银行业顾客忠诚形成中的中介机制研究

以银行业为背景,以顾客关系感知中的满意和信任为中介变量,建立企业形象、转换成本和服务质量三个典型营销要素影响顾客忠诚意向和忠诚行为的概念模型,并进行了实证检验.研究发现:企业形象、服务质量和转换成本会显著影响顾客忠诚行为,其中服务质量影响最大;顾客满意在企业形象和服务质量对顾客忠诚行为的影响中有不完全中介作用;信任在服务质量对顾客忠诚行为的影响中也有不完全中介作用.此外,顾客忠诚意向是营销要素影响顾客忠诚行为的重要中介变量.     

高速铁路旅客满意度研究:服务接触理论视角

作为旅客重要的出行方式,高速铁路既面临着市场竞争,又面临着旅客不断增长的服务质量要求。基于服务接触理论形成高速铁路客运服务接触链,从理论上构建高速铁路旅客满意度模型,研究影响旅客满意度的关键接触点。运用SEM定量分析潜变量间的路径系数,对该理论模型的路径假设进行检验。结果表明:四个阶段的服务接触直接影响旅客满意度,间接影响旅客忠诚度;四个服务接触阶段对旅客满意度的影响效应从高到低依次是列车、候车、出站、进站;各服务接触阶段对旅客忠诚度的影响存在明显差异。     

基于体系工程与物流均衡的C2M服务制造物流体系结构模型

C2M服务制造是基于以顾客为中心的C2M(Customer to Manufacture)商业模式,是在服务型制造及生产性服务业为基础上而形成的一种新型产业模式。C2M服务制造要求构建合理的物流体系,而构建物流体系结构已经成为该研究的关键基础。本文基于体系工程和物流均衡理论,通过建立物流体系以解决C(客户)端与M(制造)端的短链式互联问题,在分析C2M服务制造物流体系特征和资源要素的基础上,给出了C2M服务制造物流体系的概念模型和结构模型,并运用价值函数分析体系状态是否优化,从而达到C端与M端快速互联的目标,进而解决了物流体系结构模型在C2M服务制造物流体系构建中的应用问题。     

Analysis of ordered categorical data to develop control charts for monitoring customer loyalty

In the highly competitive business environment of today, the cost to attract new customers is much higher than the cost required to maintain the existing ones. To keep the balance between the acquisition rate and defection rate through executing offensive and defensive marketing policies, it is required to have real time information using an efficient method to monitor customer loyalty. The relationship between customer loyalty and customer satisfaction should be kept in mind when one develops a method for loyalty monitoring. This paper presents several control charts classified in two groups based on the scale used to assess customer loyalty. In the first group of control charts, customer loyalty is considered as a binary random variable modeled by Bernoulli distribution whilst in the second group, an ordinal scale is considered to report loyalty level. Performance comparison of the proposed techniques using ARL criterion indicates that chi‐square and likelihood‐ratio control charts developed based on Pearson chi‐square statistic and ordinal logistic regression model respectively are able to rapidly detect the significant changes in loyalty behavior. To show how to apply the procedures and how to interpret their results, two illustrative synthetic cases are also explained. Copyright © 2009 John Wiley & Sons, Ltd.     

Supplier-initiated outsourcing: A methodology to exploit synergy in transportation

Over the last decades, transportation has been evolving from a necessary, though low priority function to an important part of business that can enable companies to attain a competitive edge over their competitors. To cut down transportation costs, shippers often outsource their transportation activities to a logistics service provider of their choice. This paper proposes a new procedure that puts the initiative with the service provider instead: supplier-initiated outsourcing. This procedure is based on both operations research and game theoretical insights. To stress the contrast between the traditional push approach of outsourcing, and the here proposed pull approach where the service provider is the initiator of the shift of logistics activities from the shipper to the logistics service provider, we will refer to this phenomenon as insinking. Insinking has the advantage that the logistics service provider can proactively select a group of shippers with a strong synergy potential. Moreover, these synergies can be allocated to the participating shippers in a fair and sustainable way by means of a so-called Shapley Monotonic Path of customized tariffs. Insinking is illustrated by means of a practical example based on data from the Dutch grocery transportation sector.     

网络购物环境下物流满意评价模型及实证研究

中国网络购物发展迅速,市场规模持续递增.物流在网络购物中的作用不容忽视,已成为影响其发展的重要因素.在国外物流服务质量评价指标与中国本土物流服务质量评价指标基础上,结合顾客对中国网络购物物流抱怨的集中点,构建物流满意评价指标,运用层次分析法确定评价指标的权重,应用模糊综合评价理论构建物流满意评价模型,通过实证分析验证了模型的有效性,并尝试提出一些改善物流满意的措施.     

Modern analysis of customer satisfaction surveys: comparison of models and integrated analysis

Customer satisfaction is a key dimension driving business outcomes and performance of processes in service and product organizations. Measuring customer satisfaction is typically based on self‐declared or interview‐based questionnaires where users or consumers are asked to express opinions on statements, or satisfaction scales, mapping out various interactions with the service provider or product supplier. The topic has gained importance in recent years with researchers proposing new models and methods for designing, implementing, and analyzing customer satisfaction surveys. This paper builds on material presented in a recent edited book entitled Modern Analysis of Customer Satisfaction Surveys (Kenett and Salini, 2011). The book provides a comprehensive exposition of a variety of models that have all been applied to the same data set by leading experts. These models generate a variety of management insights. Combining models opens up opportunities for further research and applications. Specifically, we suggest that an integrated analysis, aggregating several approaches to survey data analysis, may prove effective in increasing the information quality derived from of a customer satisfaction survey. Copyright © 2011 John Wiley & Sons, Ltd.     

Customer satisfaction measurement in the private bank sector

Customer satisfaction represents a modern approach for quality in enterprises and organisations and serves the development of a truly customer-focused management and culture. Measuring customer satisfaction offers an immediate, meaningful and objective feedback about clients’ preferences and expectations. In this way, company’s performance may be evaluated in relation to a set of satisfaction dimensions that indicate the strong and the weak points of a business organisation. This paper presents an original customer satisfaction survey in the private bank sector. The implemented methodology is based on the principles of multicriteria analysis and preference disaggregation modelling. The most important results are focused on the determination of the critical service dimensions and the segmentation to customer clusters with distinctive preferences and expectations.     

Decision method for the optimal number of logistics service providers with service quality guarantee and revenue fairness

This study investigates the problem that logistics service integrator (LSI) selects the optimal number of its functional logistics service providers (FLSPs) based on the service quality defect guarantee promised by FLSP and the revenue fairness concerns of LSI. This paper introduces a fairness entropy function to establish a new game model for determining the optimal number of FLSPs. Some conclusions about the impact of parameters on the optimal number of FLSPs are proposed with numerical analysis. For example, as the fairness constraints are satisfied, LSI prefers FLSPs who have higher level of business capacity which results a smaller number of FLSPs.     

基于分析型KANO模型的物流服务质量提升决策方法

针对Kano模型定性、分类准则主观的局限,提出一种分析型Kano模型的设计方法,通过构建Kano满意度指标和重要度指标,实现质量因素的客观化分类;设计Kano模型决策指标,获取提升服务质量属性的优先权。在分析基于分析型Kano模型的物流服务质量提升决策过程的基础上,从实证视角研究了模型的具体应用问题。     

顾客忠诚计划作用机制研究

顾客忠诚计划作为一种重要的关系营销手段,已经越来越多的受到企业界和学术界的重视.基于以往关于忠诚计划的研究,从企业利益到顾客利益视角,提出基于顾客利益的忠诚计划作用机制,并进一步探讨关系价值对顾客忠诚的影响.结果显示关系价值对顾客忠诚的影响则主要是通过计划满意和计划忠诚两个中介变量间接实现的.     

Linking customer satisfaction, employee appraisal, and business performance: an evaluation methodology in the banking sector

The linkage among customer satisfaction, employee evaluation, and business performance data is very important in modern business organizations. Several previous research efforts have studied this linkage, focusing mainly on the financial or business performance in order to analyze the efficiency of an organization. However, recent studies have tried to consider other important performance indicators, which are able to affect business operations and future growth (e.g., external and internal customer satisfaction). In the case of the banking industry, studying the relations among the aforementioned variables is able to give insight in the performance evaluation of bank branches and the viability analysis of the banking organization. This paper presents a real-world study for measuring the relative efficiency of a set of bank branches using a Data Envelopment Analysis (DEA) approach. In particular, a multistage DEA network model is proposed, using a set of performance indicators that combine customer satisfaction, employee evaluation, and business performance indices. The main aim of the presented study is to evaluate the relative efficiency of each customer service delivery step, in the environment of a bank branch. The results are also able to estimate the contribution of the assessed performance indicators to the branch’s overall efficiency, and to determine potential improvement actions.     

The deterministic multi-item dynamic lot size problem with joint business volume discount

This paper considers the multi-item dynamic lot size model where joint business volume discount is applied for all items purchased whenever the total dollar value of an order reaches a certain level. Multi-item discounts are prevalent in practical applications, yet the literature has only considered limited instances of single-item models. We establish the mathematical formulation and design an effective dynamic programming based heuristic. Computational results disclose our approach obtains high quality solutions that dominate the best known heuristic for the simplified one-item case, and that proves vastly superior to the state-of-the-art CPLEX MIP code for the multi-item case (for which no alternative heuristics have been devised). We obtained significantly better solutions than CPLEX for the more complex problems, while running from 4800 to over 100,000 times faster. Enhanced variants of our method improve these outcomes further. This revised version was published online in June 2006 with corrections to the Cover Date.     

Exploring two explanations of loyalty in application service provision

While the application service provider (ASP) market continues to grow, it is fiercely competitive, and ASPs encounter difficulties in retaining customers and achieving long-term profitability. One stream of prior literature suggests that customer loyalty is driven by service quality, while another argues that loyalty is driven by partnerships between the firms. However, to date these competing explanations have not been tested together in the ASP context. This empirical study contributes to the literature by unifying these two previously separate streams of research on customer loyalty. Using a survey of 135 ASP clients, we find a significant relationship between the service quality perspective and the partnership perspective. We thus argue that service loyalty models ought to include both of these constructs in order to effectively explain service loyalty.     

A forward and reverse logistics shipment planning model

Many supply chains contain both forward and reverse logistics flows where forwarders are often asked to manage forward and reverse logistics activities in a cost-efficient manner. Reverse logistics jobs are different from forward logistics jobs, apart from the physical movement directions, and they have different logistics service requirements that usually require special facility setups. The choice of reverse logistics centres is also an important cost saving factor in a supply chain network. We consider cost saving activities through combining transportation activities and logistics activities in forward and reverse logistics jobs. A mixed 0–1 LP model is proposed to solve the shipment planning problem and the choice of reverse logistics centre. Managerial issues in implementation are discussed in an illustrative case.     

Scheduling preparation of doses for a chemotherapy service

A fast realization of drugs is an important part in the quality of service of a hospital. In this paper we propose a scheduling method for the preparation of chemotherapy doses in order to reduce the patient waiting time. Two approaches have been defined: an off-line approach and a real time approach. The off-line approach is using a linear programming model for minimizing the maximum tardiness of jobs in a production day. This method is re-used during the real-time resolution combined with a greedy algorithm. The solution obtained respects constraints on the production center and the hospital organization. Our model is currently used in software which helps the decision maker of the service and allows increasing the patient satisfaction and the productivity of the service.     

随机需求下物流服务供应链订购策略研究

针对由单个物流服务提供商和集成商组成的物流服务供应链,基于集中化模式、纳什博弈模式和Stackelberg博弈模式三种典型模式,考虑市场需求随机且受服务质量缺陷承诺水平的影响,探讨物流服务供应链的订购与质量缺陷承诺策略问题。通过分析发现:物流服务质量缺陷承诺水平随着市场需求弹性系数的增加而递减,但其受物流服务集成商观测水平的影响却因合作模式不同而变化不一致;集中化模式下的物流服务订购量随着物流服务集成商观测水平或市场需求弹性系数的增大而递减,但在其他两种合作模式下物流服务订购量随着物流服务集成商观测水平或市场需求弹性系数的增加而增加;在三种模式下,物流服务供应链的整体利润随着市场需求弹性系数的增加而递减,但其受物流服务集成商观测水平的影响却因合作模式不同而变化不一致。     

保税物流园区竞争性选址问题优化模型

保税物流园区的建设数量不断增加,各个园区之间的竞争问题逐渐显露,在进行新的保税物流园区建设选址时,需要考虑与现有保税物流园区的竞争问题.建立了保税物流园区竞争性选址优化模型,并针对模型设计了混合启发式算法求解.算例分析显示,货物总量一定时,随着保税物流园区建设数量的增加,每个园区货流量减少,服务质量而减少;建设规模对最大货流量产生约束,园区的服务质量不能一直增长.将程序运行10次,计算结果具有稳定性,可见算法是收敛和稳定的,模型是可行的.     

基于价值链的科技企业孵化器核心竞争力评价研究

基于价值链理论,分析了科技企业孵化器核心竞争力评价机理,得出科技企业孵化器核心竞争力包括战略定位能力、种子选择能力、智能移植能力、成长催化能力和服务增值能力,在此基础上构建了科技企业孵化器的评价指标体系,并结合108份有效调研问卷,利用验证性分析对科技企业孵化器的核心竞争力模型进行了实证分析,结果表明:指标体系构建基本合理,种子选择能力的因子负荷最大、其次为战略定位能力和成长催化能力,智能移植能力和服务增值能力的负荷因子相对较小.     

Spare parts logistics and installed base information

Many of the challenges in spare parts logistics emerge due to the combination of large service networks, and sporadic/slow-moving demand. Customer heterogeneity and stringent service deadlines entail further challenges. Meanwhile, high revenue rates in service operations motivate companies to invest and optimize the service logistics function. An important aspect of the spare parts logistics function is its ability to support customer-specific requirements with respect to service deadlines. To support customer specific operations, many companies are actively maintaining and utilizing installed base data during forecasting, planning and execution stages. In this paper, we highlight the potential economic value of installed base data for spare parts logistics. We also discuss various data quality issues that are associated with the use of installed base data and show that planning performance depends on the quality dimensions.