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。     

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。     

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.     

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.     

移动电话客户流失数据挖掘

本文首先回顾了顾客流失的相关文献,然后利用统计分析方法和数据挖掘技术分析了移动电话号码与移动电话型号对客户流失的影响,对分析结果进行了解释,并给出一些营销建议。     

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.     

研究生录取问题的优化模型与评述

针对2004年首届全国部分高校研究生数学建模竞赛的D题“研究生录取”问题的评卷情况,概括地介绍了这个问题的背景、评卷要点、答卷中存在的问题.并且给出了这个问题的一种有效的解决方法.     

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.     

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.     

Estimation,modeling, and aggregation of missing survey data for prioritizing customer voices

It is widely acknowledged that understanding and prioritizing the voice of customer is a critical step in new product development. In this work, we propose a novel approach to handle missing and incomplete data while combining information from different surveys for prioritizing customer voices. Our new approach comprises of the following stages: estimating and representing missing and incomplete data; estimating intervals for the criteria used in analyzing data; mapping data on criteria to a common scale; modeling interval data using interval belief structure; and aggregating evidence and ranking customer voices using the interval evidential reasoning algorithm. We demonstrate our approach using a case study from automotive domain with a given criteria hierarchy for analyzing data from three different surveys. We propose new optimization formulations for estimating intervals of the criteria used in our case study and logical yet pragmatic transformation functions for mapping criteria values to a common scale.