住宅房地产顾客感知价值评估

不同的顾客对同一住宅房地产的感知价值是不同的,购房决策主要取决于对住宅房地产的顾客感知价值.提出了住宅房地产顾客感知价值评估的质量功能配置逆过程法,在已知住宅房地产工程特性的条件下,确定顾客需求值.利用该方法,给出了评估住宅房地产的顾客感知价值的过程和数学模型,案例研究表明,方法能有效评估住宅房地产的顾客感知价值,帮助购房者选择住宅房地产项目.     

每个忙期中第一个顾客被拒绝服务的M／M／1排队模型的另一个特征值

研究每个忙期中第一个顾客被拒绝服务的M／M／1排队模型主算子在左半复平面中的特征值,证明2√λμ-λ-μ是该主算子的几何重数为1的特征值。     

民机数字化运营支持研究与方案设计

数字化运营支持是未来民机客户服务市场竞争的核心因素。未来民机型号的成功,不仅需要飞机设计于与制造的成功,更需要可持续数字化运营支持技术的成功。基于大数据分析的云端交付模式与信息安全防护体系,构建数字航空环境提供“智能服务”,搭建适合国产民机的数字化运营支持体系,保障国产民机商业成功。本文概述了数字化运营支持技术,总结出其定量化、实时化、综合化、智能化的特点。民机数字化运营支持以先进信息技术为基础,为航空公司提供数据分析、知识关联、智能辅助工具及预见性软件应用,变革运营信息的收集、传输与利用模式,从而不断提高民机安全性、可靠性、经济性与环保性。数字化运营支持是当前国际民机客户服务领域重要的技术手段与商业模式,更是未来民机客服的发展方向。     

基于计划行为理论的顾客与服务商购买意向达成的实证研究

基于计划行为理论研究顾客与服务商之间购买意向达成的影响因素及关系。通过分析顾客的”心理反映”以及商家“责任或义务”的承诺对购买意向达成的影响,提出了顾客与商家购买意向达成的模型及假设;采取情景实验及过程跟踪方法,以服务关系为背景验证模型及假设。研究结果表明:顾客的行为控制认知、价值观/态度、主观规范、知识及经验、商家承诺及传递对顾客的购买意向及达成均呈现不同程度的影响。结论为服务商有侧重地采取措施与顾客达成购买意向及行为具有一定参考作用,并为服务商与顾客之间建立长期稳定的关系奠定基础。     

Warranty servicing strategies to improve customer satisfaction

Customer satisfaction with a purchased product depends on itsperformance under warranty and during the remainder of its usefullife. Dissatisfaction with an item is important to a manufacturersince it can lead to the loss of potential customers throughthe negative word-of-mouth effect as well as existing customersswitching to a competitor. In this paper, we define satisfactionin terms of the likelihood of a customer not switching to adifferent manufacturer when a new item needs to be purchased. Manufacturers can use specific servicing strategies to reducewarranty costs and this topic has already been addressed inthe literature without considering the effect of customer dissatisfaction.In this paper, we propose particular strategies that will increasecustomer satisfaction and we discuss methods for obtaining theoptimal parameters of these strategies.     

Continuous fuzzy Horn logic

The paper deals with fuzzy Horn logic (FHL) which is a fragment of predicate fuzzy logic with evaluated syntax. Formulas of FHL are of the form of simple implications between identities. We show that one can have Pavelka‐style completeness of FHL w.r.t. semantics over the unit interval [0, 1] with (residuated lattices given by) left‐continuous t‐norm and a residuated implication, provided that only certain fuzzy sets of formulas are considered. The model classes of fuzzy structures of FHL are characterized by closure properties. We also give comments on related topics proposed by N. Weaver. (© 2006 WILEY‐VCH Verlag GmbH & Co. KGaA, Weinheim)     

质量、价格对顾客满意度的影响

关于质量、价格对顾客满意度的影响,尽管许多学者已经取得了显著的成就,但是这些研究都是基于定性分析,本部分转变研究角度,利用数学方法,分析质量、价格对顾客满意度的影响,给出顾客满意度和质量、价格的函数关系式;提出顾客满意度关于质量的弹性概念和顾客满意度关于价格的弹性概念,这样就可以从量化的角度来研究不同水平的质量或者不同价格对顾客满意度的影响及其非线性关系.     

Bayesian semiparametric customer base segmentation of mobile phone users based on longitudinal traffic data

Customer segmentation is one of the most important purposes of customer base analysis for telecommunication companies. Because companies accumulate very large amounts of data on customer behavior, segmentation is typically achieved by profiling and clustering traffic behavior jointly with demographic data and contracts characteristics. Unfortunately, most algorithms and models used for segmentation do not take into account the longitudinal characteristics of data. In particular, in telecommunication traffic analysis, the importance of decreasing patterns of traffic in customers' lives is well known, and it is relevant to aggregate all clients with such a pattern, while other unknown clusters may be of interest for the marketing manager. Our approach to address this problem is based on specifying the distribution of functions as a mixture of a parametric hierarchical model describing the decreasing pattern segment and a nonparametric contamination that allows unanticipated curve shapes in subjects' traffic. The parametric component is chosen based on prior knowledge, while the contamination is characterized as a functional Dirichlet process. Copyright © 2014 John Wiley & Sons, Ltd.     

Modeling the number of insureds’ cars using queuing theory

In this paper, we propose to model the number of insured cars per household. We use queuing theory to construct a new model that needs 4 different parameters: one that describes the rate of addition of new cars on the insurance contract, a second one that models the rate of removal of insured vehicles, a third parameter that models the cancellation rate of the insurance policy, and finally a parameter that describes the rate of renewal. Statistical inference techniques allow us to estimate each parameter of the model, even in the case where there is censorship of data. We also propose to generalize this new queuing process by adding some explanatory variables into each parameter of the model. This allows us to determine which policyholder’s profiles are more likely to add or remove vehicles from their insurance policy, to cancel their contract or to renew annually. The estimated parameters help us to analyze the insurance portfolio in detail because the queuing theory model allows us to compute various kinds of useful statistics for insurers, such as the expected number of cars insured or the customer lifetime value that calculates the discounted future profits of an insured. Using car insurance data, a numerical illustration based on a portfolio from a Canadian insurance company is included to support this discussion.     

线上商品与多种快递服务的组合优化研究

针对网上销售的商品所捆绑的快递服务无法满足顾客多样化需求,而快递服务商又失去了市场空间的问题,提出一种“线上商品+多种快递服务”的组合销售模式,以扩大电商的市场规模,提高快递服务商的利润和差异化竞争水平。在市场细分和顾客需求调查的基础上,综合考虑电商、快递服务商、网购顾客三方的利益,以快递服务商收益最大为目标,构建基于顾客选择行为的“线上商品+多种快递服务”组合销售模式优化模型。以SP调查为数据基础,优化线上商品与多种快递服务的组合销售模式及确定各组合销售模式的均衡价格。模型的求解结果准确地揭示了顾客在网上购物时的快递服务选择行为、快递服务商的末端利润与组合模式之间的关系。