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.     

A hybrid fuzzy-optimization approach to customer grouping-based logistics distribution operations

This paper presents an integrated fuzzy-optimization customer grouping based logistics distribution methodology for quickly responding to a variety of customer demands. The proposed methodology involves three main mechanisms: (1) pre-route customer classification using fuzzy clustering techniques, (2) determination of customer group-based delivery service priority and (3) en-route goods delivery using multi-objective optimization programming methods. In the process of pre-route customer classification, the proposed method groups customers’ orders primarily based on the multiple attributes of customer demands, rather than by static geographic attributes, which are mainly considered in classical vehicle routing algorithms. Numerical studies including a real-world application are conducted to illustrate the applicability of the proposed method and its potential advantages over existing operational strategies. Using the proposed method, it is shown that the overall performance of a logistics distribution system can be improved by more than 20%, according to the numerical results from the case studied.     

多指标试验设计的优化分析

本文给出了多指标试验设计优化分析的归二模型及相应的两种优化方法。并通过一个案例与其它方法进行了比较     

Mobile customer model with retrials

A cellular system consisting of small zones is studied. Since their zones are small, the change of the number of mobile customers in a cell influences the performance. The hand-off failure probability and blocking probability may be important as the performance measures. In this paper, we consider the retrial behavior of customers who meet the hand-off failure and blocking. We classify customers into three types: the retrial resignation type, the ordinary retrial type and the persistent retrial type. We evaluate the effect of the existence of mobile customers with retrials.     

The assessment of user-perceived web quality: Application of a satisfaction benchmarking approach

The assessment of website quality is considered as a problem of measuring user satisfaction, in order to analyse user perceptions and preferences. The presented pilot user satisfaction survey concerns the major cellular phone service providers in Greece. The analysis is based on a multicriteria preference disaggregation approach for satisfaction benchmarking analysis and consists of the following parts: (1) the user satisfaction analysis, which concerns the identification of customer preferences and includes the estimation of the relative importance and the demanding level of the different user satisfaction dimensions, and (2) the satisfaction benchmarking analysis, which is mainly focused on the performance evaluation of the competitive organisations against the satisfaction criteria, as well as the identification of the competitive advantages of each company. The results presented in this paper demonstrate how business organisations may locate their position against competition, pinpoint their weak points and determine which website characteristics will improve their global performance.     

Single-Server Queues with Markov-Modulated Arrivals and Service Speed

This paper considers single-server queues with several customer classes. Arrivals of customers are governed by the underlying continuous-time Markov chain with finite states. The distribution of the amount of work brought into the system on arrival is assumed to be general, which may differ with different classes. Further, the service speed depends on the state of the underlying Markov chain. We first show that given such a queue, we can construct the corresponding new queue with constant service speed by means of a change of time scale, and the time-average quantities of interest in the original queue are given in terms of those in the new queue. Next we characterize the joint distribution of the length of a busy period and the number of customers served during the busy period in the original queue. Finally, assuming the FIFO service discipline, we derive the Laplace–Stieltjes transform of the actual waiting time distribution in the original queue.     

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.     

非线性定价下的双头垄断企业行为分析

本采用了泰勒尔的消费基本效用函数模型,从消费剩余效用最优化的角度分析了双头垄断企业的市场行为,得出了如下结论：企业非线性定价条件下,任何类型的消费都存在一个最优消费数量,双头垄断竞争有助于扩展市场,提高产品质量,降低产品价格,但双头垄断在非线性定价下的最终市场均衡是达到完全垄断,而政府管制和赤可以防止完全垄断的形成,等等。     

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.