信息经济时代的客户知识模型

客户知识由客户界定，沟通渠道，客户需求，客户行为以及客户赢利价值五个层次组成。其中每个知识层次都是包含该层次具体内容的客户知识子集。客户知识的掌握是一个过程，它从了解客户的基本信息以实现对客户进行界定开始，到识别客户对企业的赢利价值这一客户知识的核心。客户知识是制定“以客户为中心”的整合营销行动计划的基础。     

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.     

顾客忠诚度测评模型

简述顾客忠诚的意义 ,提出顾客心理、言语、行为忠诚的概念 ,提出顾客忠诚度的定义和测评基本原理 ,并在此基础上构建以模糊推理和模糊综合评判为主要工具的测评模型 ,且进行实证研究     

A Constraint Satisfaction Approach to a Circuit Design Problem

A classical circuit-design problem from Ebers and Moll (1954) features a system of nine nonlinear equations in nine variables that is very challenging both for local and global methods. This system was solved globally using an interval method by Ratschek and Rokne (1993) in the box [0, 10]⁹. Their algorithm had enormous costs (i.e., over 14 months using a network of 30 Sun Sparc-1 workstations) but they state that ‘at this time, we know no other method which has been applied to this circuit design problem and which has led to the same guaranteed result of locating exactly one solution in this huge domain, completed with a reliable error estimate’. The present paper gives a novel branch-and-prune algorithm that obtains a unique safe box for the above system within reasonable computation times. The algorithm combines traditional interval techniques with an adaptation of discrete constraint-satisfaction techniques to continuous problems. Of particular interest is the simplicity of the approach. This revised version was published online in July 2006 with corrections to the Cover Date.     

基于RFM模型方法的忠诚计划会员顾客价值识别研究

尽管顾客忠诚计划已作为一种关系营销手段在企业中得到了广泛的应用,但却很少有研究关注如何利用忠诚计划收集的顾客交易数据对会员顾客进行价值识别和细分.基于RFM模型及聚类分析方法,提供了一种对忠诚计划会员顾客进行价值识别与细分的方法,并利用一家购物中心的会员顾客交易数据对该方法进行了实证分析.结果表明该方法不仅从统计意义上可以区分开具有差异的会员顾客群体,而且从管理意义上也可找出不同顾客群体间的差异特征,从而为企业针对差异化的顾客实现服务及产品的定制化和差异化提供了理论基础和方法.     

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.     

Solution Space Coupling in the Random K-Satisfiability Problem

The random K-satisfiability(K-SAT)problem is very difcult when the clause density is close to the satisfiability threshold.In this paper we study this problem from the perspective of solution space coupling.We divide a given difcult random K-SAT formula into two easy sub-formulas and let the two corresponding solution spaces to interact with each other through a coupling field x.We investigate the statistical mechanical property of this coupled system by mean field theory and computer simulations.The coupled system has an ergodicity-breaking(clustering)transition at certain critical value x d of the coupling field.At this transition point,the mean overlap value between the solutions of the two solution spaces is very close to 1.The mean energy density of the coupled system at its clustering transition point is less than the mean energy density of the original K-SAT problem at the temperature-induced clustering transition point.The implications of this work for designing new heuristic K-SAT solvers are discussed.     

考虑消费者行为转化的零售商两阶段动态定价研究

考虑消费者呈现的不同行为特征,将其划分为两类:策略型和短视型。不同类型的消费者对同一产品会给出差别估价,假设这一估价呈随机分布,研究存在消费者行为转化的产品两阶段动态定价问题。引入消费者剩余对策略型和短视型消费者的市场响应特征进行描述,考虑贴现率,建立两阶段动态定价模型,分析不同类型消费者的差别决策过程,并且采用逆推法求解动态定价模型,得到最优价格策略。研究表明消费者期望购买数量与降价幅度都和转化率成负相关,此外,通过对比考虑转化和不考虑转化的两种情形下零售商总的期望利润,发现如果零售商没有考虑转化率而仅根据市场初期调查的消费者构成来进行产品定价将会给零售商带来损失,并且两种情形的利润差值随转化率的升高呈先上升后下降的变化趋势。     

面向混合产品生成的客户知识均衡及有效边界识别研究

客户知识间的替代效应易使制造企业对客户知识吸收失真,将不利于混合产品生成。依据客户两类知识和混合产品中实物产品与衍生服务的映射特性,构建了面向混合产品生成的客户两类知识均衡模型。研究发现,在混合产品生成中,若制造企业获取的客户两类知识呈替代效应时,供需双方间的知识转移存在以知识替代系数为特征的有效边界,且吸收呈两极分化的“马太效应”;若制造企业吸收的客户两类知识呈互补效应时,制造企业能实现可持续性的知识创新,从而使供需双方的知识转移呈现协同增长的趋势。     

动态需求下蓄冷式多温共配多目标优化模型及算法

蓄冷式多温共配是当前冷链物流领域一种较新的配送模式,可以有效地满足客户对产品多样性的需求。针对蓄冷式多温共配中客户需求的动态变化,本文从需求预测的角度出发,首先根据服务客户点的不同将车辆冗余空间的装载比例做了差异化处理,实现合理利用车辆冗余空间而又不全部满载;进而从时间满意度和订单完成率两方面度量客户满意度,建立了蓄冷式多温共配多目标模型;最后构建了较为高效的算法进行求解。算例分析表明,和其他策略相比,本文方法实用性更强。