心理资本调节工作满意度对工作绩效的影响

为了探索心理资本和工作满意度对工作绩效的交互影响作用,期望通过增强员工的心理资本来提高企业的员工工作满意度和工作绩效.在研究中引入了积极心理学的概念、心理资本以及工作满意度,并构建了心理资本调节工作满意度对工作绩效的影响作用的研究框架.通过对IT企业员工的大样本问卷调查,利用321名有效被试的数据检验了假设,结果发现：年龄越大IT企业员工的任务绩效和关系绩效越好;心理资本、工作满意度越高,任务绩效和关系绩效越好;心理资本会调节工作满意度对关系绩效的影响,却不能调节工作满意度对任务绩效的影响.     

Autocorrelations in infinite server batch arrival queues

This paper studies an important aspect of queueing theory, autocorrelation properties of system processes. A general infinite server queue with batch arrivals is considered. There areM different types of customers and their arrivals are regulated by a Markov renewal input process. Batch sizes and service times depend on the relevant customer types. With a conditional approach, closed form expressions are obtained for the autocovariance of the continuous time and prearrival system sizes. Some special models are also discussed, giving insights into steady state system behaviour. Autocorrelation functions have a wide range of applications. We highlight one area of application by using autocovariances to derive variances of sample means for a number of special models.This work has been supported by the Natural Sciences and Engineering Council of Canada through Grant A5639 and by the National Natural Science Foundation of China through Grant 19001015.     

A machine learning approach to process improvement in a telecommunications company

Redesigning and improving business processes to better serve customer needs has become a priority in service industries as they scramble to become more competitive. This paper describes an approach to process improvement that is being developed collaboratively by applied researchers at US WEST, a major telecommunications company, and the University of Colorado. Motivated by the need to streamline and to add more quantitative power to traditional quality improvement processes, the new approach uses an artificial intelligence (AI) statistical tree growing method that uses customer survey data to identify operations areas where improvements are expected to affect customers most. This AI/statistical method also identifies realistic quantitative targets for improvement and suggests specific strategies (recommended combinations of actions) that are predicted to have high impact. This research, funded in part by the Colorado Advanced Software Institute (CASI) in an effort to stimulate profitable innovations, has resulted in a practical methodology that has been used successfully at US WEST to help set process improvement priorities and to guide resource allocation decisions throughout the company.     

Constraint Programming Based Column Generation for Crew Assignment

Airline crew assignment problems are large-scale optimization problems which can be adequately solved by column generation. The subproblem is typically a so-called constrained shortest path problem and solved by dynamic programming. However, complex airline regulations arising frequently in European airlines cannot be expressed entirely in this framework and limit the use of pure column generation. In this paper, we formulate the subproblem as a constraint satisfaction problem, thus gaining high expressiveness. Each airline regulation is encoded by one or several constraints. An additional constraint which encapsulates a shortest path algorithm for generating columns with negative reduced costs is introduced. This constraint reduces the search space of the subproblem significantly. Resulting domain reductions are propagated to the other constraints which additionally reduces the search space. Numerical results based on data of a large European airline are presented and demonstrate the potential of our approach.     

基于结构方程模型的新医改背景下医疗服务满意度影响因素分析

以新医改背景下医保、医疗、医药的联动改革为背景,利用结构方程模型对医疗服务满意度进行了实证分析.主要结论有:医疗机构在三医中起核心作用,分别反映就医软硬环境的就医感官要素和就医质量要素对医疗服务满意度都有正向直接的影响,通径系数依次为1.988和0.477,价格联动要素和医保制度要素对医疗服务满意度的总效应也为正值,依次为0.647和0.291.研究结果表明:要提升医疗服务满意度一要以医疗服务机构为中心,改善就医环境、提高医疗技术,二要三医联动改革,降低医疗服务费用和价格,三要完善医疗保险制度,提升医疗保险机构的管理效率.     

商品住宅购买决策涉入对购买意愿的影响：顾客参与和顾客感知价值的链式中介作用

营销是房地产开发全过程中一个重要的环节,为更好地实现销售目标,需要尽可能提升购房者的购买意愿。为探究商品住宅购买意愿的影响机制,构建了以购买决策涉入为自变量、购买意愿为因变量、顾客参与和顾客感知价值为中介变量的结构方程模型。采用方便抽样方法进行问卷调查,使用SPSS 19.0和AMOS 23.0对437个有效样本进行数据分析。实证结果表明,购买决策涉入、顾客参与、顾客感知价值均对购买意愿有显著正向影响;顾客参与、顾客感知价值在购买决策涉入对购买意愿的影响中起到链式中介作用。研究可为房地产企业制定营销策略和改善营销行为提供理论指导。     

基于客户信用度的物流配送车辆路径问题研究

针对当前城市物流配送过程中普遍存在的客户中途取消订单、无故退换货等交易违约问题,引入客户信用度的测度方法。根据客户历史交易违约数据计算客户信用值,并转化求解客户信用度,构建了包含车辆配送成本、租赁成本以及违反时间窗惩罚成本的配送路径优化模型。设计了一种遗传(GA)-禁忌搜索(TS)混合算法进行模型求解,在算法过程中应用精英保留策略进行循环迭代寻优。结合重庆某外卖物流配送网络的实例数据,验证了模型和算法的有效性和可行性。实验结果给出了不同服务策略下的物流配送调度方案,并进行了基于客户信用度的客户配送服务序列调整比较和敏感度分析。研究表明客户信用等级的合理划分可以有效降低物流配送成本和提高客户服务水平。     

Sample-path analysis of processes with imbedded point processes

The purpose of this paper is to review, unify, and extend previous work on sample-path analysis of queues. Our main interest is in the asymptotic behavior of a discrete-state, continuous-time process with an imbedded point process. We present a sample-path analogue of the renewal-reward theorem, which we callY=X. We then applyY=X to derive several relations involving the transition rates and the asymptotic (long-run) state frequencies at an arbitrary point in time and at the points of the imbedded point process. Included are sample-path versions of the rate-conservation principle, the global-balance conditions, and the insensitivity of the asymptotic frequency distribution to the distribution of processing time in a LCFS-PR service facility. We also provide a natural sample-path characterization of the PASTA property.The research of this author was partially supported by the U.S. Army Research Office, Contract DAAG29-82-K-0151 at N.C. State University, and by the National Science Foundation, Grant No. ECS-8719825, at the University of North Carolina, Chapel Hill.The research of this author was partially supported by the U.S. Army Research Office, Contract DAAG29-82-K-0151 at N.C. State University.     

基于SEM的城市公交服务质量-满意度-忠诚度研究

将城市公交服务质量简化为乘客便利感知质量、乘车环境质量、运营服务质量三个维度,运用结构方程模型(SEM)建立了常规公交乘客服务质量-满意度-忠诚度模型,并结合南昌市实际调查数据,通过服务质量指标因子定量分析各变量对乘客满意度-忠诚度的影响。研究结果表明,乘客便利感知质量、乘车环境质量、运营服务质量对乘客满意度均有直接正向相关性,而对乘客忠诚度则无直接正向相关性;影响城市公交服务质量的重要因素依次是公交路线的换乘便利情况、公交车况、公交卫生状况和公交运行安全性。     

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.