The view of laboratories’ clients on the value of accreditation

The Swedish National Testing and Research Institute (SP) asked its clients in its 2001–2002 customer satisfaction survey how they valued an accredited test result on a scale of 1-6. As many as 81% of the recipients answered that it was important (a score of 5 or 6 on the scale ) to have an accredited test result. 12% found the question irrelevant, which could be interpreted as that they used some of SPs non-accredited services, or were just not interested in accredited test reports.     

The throughput performance of a prioritized LIFO service discipline

The LIFO service discipline maximizes throughput for certain queuing systems with delay-dependent customer behavior. To study the effects of priorities in such a system, we obtain delay distributions for each customer class of a K-class, single server system with nonpreemptive priorities and LIFO within each queue.     

Impact of discounting and competition on benefit of decentralization with strategic customers

With strategic customers, we find that a decentralized channel may have higher profit than that of a centralized channel. We show that in addition to the double marginalization effect, both customer and firm discounting and retailer competition are also driving factors of the higher decentralized channel profit.     

基于顾客评价变化的两种CSI计算方法的比较

不同背景下因调查量表和评价标准的影响而导致的顾客评价的变化分为三类:量表变化、基准变化和结构变化。合理的CSI计算方法需要准确地反映结构变化,不反映量表变化和基准变化。本文采用蒙特卡罗模拟方法比较了两种计算方法在三种变化下的CSI结果。模拟结果表明:通用方法不会反映量表变化,能灵敏地反映基准变化,同时准确地反映结构变化;改进方法不会反映量表变化和基准变化,而是能够准确地反映出结构变化。因此,改进方法优于通用方法。同时,当不同品牌的CSI分值较接近时,CSI的排序不稳定;而当不同品牌CSI分值差异较大时,排序具有稳定性。     

超负荷服务运作系统下的等待延迟通告决策研究

以超负荷运作服务系统为研究对象,考虑顾客止步或中途放弃带来的损失,及顾客等待和被服务所带来的收益,以最大化期望收益为目标,研究如何在顾客到达时做出等待延迟通告决策.构建了基于顾客行为的服务运作系统等待延迟通告决策模型,分析各种情况下的最优解.并通过对各参数的敏感性分析得到一系列有意义的决策和管理建议.     

基于logit回归模型的顾客资产驱动因素与忠诚意向关系实证研究

国内关于顾客资产驱动因素模型的实证研究较少.将顾客资产三大驱动因素(价值资产、品牌资产和关系资产)与忠诚意向联系起来,用我国银行业688个数据进行了Logit回归建模,研究顾客资产驱动因素分别与忠诚意向之间的关系、驱动因素两两之间的关系以及顾客资产驱动因素组合对忠诚意向产生的协同效应.研究结论表明,首先,价值资产、品牌资产、关系资产均对顾客忠诚意向产生显著正影响;其次,品牌资产对关系资产和价值资产均产生显著正影响,但价值资产对关系资产的直接影响不显著,这可能是因为品牌资产在价值资产和关系资产之间的中介作用;最后,同时投资价值资产和品牌资产或同时投资关系资产和品牌资产反而会使顾客忠诚意向降低.研究结论能够为银行管理者优化营销经费配置提供理论支持.     

多元统计分析在本科毕业论文指导满意度研究中的应用

毕业论文指导水平是影响毕业论文水平的重要因素,本文根据实际满意度调查的数据,利用主成份分析方法,对毕业论文指导满意度的影响因素进行了实证分析,得出是影响毕业论文指导质量的主要因素,同时,根据实证研究结论,就提高毕业论文指导满意度提出了若干建议.     

基于海量交易数据的保健药品客户流失规律及预测研究

保健药品企业如何有效预判客户流失率、如何精准识别不同产品在客户吸引力和流失方面的差别等是目前急需解决的问题.基于企业海量交易数据,从客户层面构建顾客流失率预测模型,并从产品层面对交易记录进行分析.研究得出以下结论:顾客购买时间间隔服从正态分布;在保健药品购买中女性所需的产品最受欢迎,其在购买自身所需药品时也可能会为其他家庭成员购买保健品;研究还同时发现具备很多功效的保健品并未受到顾客的欢迎,相反其流失率最高.     

About the Sojourn Time Process in Multiphase Queueing Systems

Multiphase queueing systems (MQS) (tandem queues, queues in series) are of special interest both in theory and in practical applications (packet switch structures, cellular mobile networks, message switching systems, retransmission of video images, asembly lines, etc.). In this paper, we deal with approximations of MQS and present a heavy traffic limit theorems for the sojourn time of a customer in MQS. Functional limit theorems are proved for the customer sojourn time – an important probability characteristic of the queueing system under conditions of heavy traffic.