第三方物流企业客户满意度管理的应用     

龚红 《三明学院学报》2011,28(5):95-100

良好的客户关系管理对于企业的生存和发展有着重要的意义,而通过客户满意度管理可以有效提升客户关系管理水平,加速企业内外部资源整合,实现顾客价值和企业价值。因此,客户满意度管理更加受到人们的重视。尤其在市场竞争激烈的今天,越来越多的企业认识到建立和实施客户满意度评价管理机制的必要性,处于服务行业的第三方物流企业同样也不例外。从ISO9001质量管理体系要求的角度来看,第三方物流企业导入并应用客户满意度来加强客户关系管理显得更为迫切。  相似文献   

设计素描中的构想与表现     

李海岩 《天津职业院校联合学报》2011,13(7):111-113

思维是人脑的反映控制机能,是人脑的产物,我们在学习、工作中不同的思维方式产生着不同的思维结果。在传统素描的教学方式下,学生们很难适应描绘想象的物象及其它的设计课题。如何有效的激发学生的创造性思维并使之达到体现构想、表达创意,并最终实现通过素描、认识自然、发现设计的目的,已经成为现代设计素描教学中的重要课题。  相似文献   

Community interaction and child maltreatment     

《Child abuse & neglect》2015

The way in which parents interact with their environment may have implications for their likelihood of abuse and neglect. This study examines the parent–environment relationship through community involvement and perception, using social disorganization theory. We hypothesize mothers who participate in their communities and have positive perceptions of them may be less likely to maltreat their children because of the potential protective capacity of neighborhood supports. Using information from the 5 year Fragile Families and Child Wellbeing Study (n = 2991), the mother's self-reported acts of psychological and physical maltreatment and neglect are measured. A mother's community involvement index is the number of community activities a mother was involved in, and community perception is measured by two five-item Likert scales assessing perception of community collective efficacy. We analyze the relationship between community variables and each of mother's maltreatment behaviors as well as the interaction between community factors using a series of nested logistic regressions. Higher levels of community involvement are associated with lower levels of psychological aggression. More positive perception of community social control is associated with lower levels of physical assault. A moderation effect of community perception suggests that a mother's perception of her community changes the relationship between community involvement and psychological child abuse. The results provide important policy and empirical implications to build positive and supportive communities as a protective factor in child maltreatment. Getting parents involved in their communities can improve the environment in which children and families develop, and decrease the likelihood that maltreatment will occur.  相似文献   

The effect of online co-regulated learning in the implementation of team-based learning on improving students’ involvement     

Chia-Wen Tsai 《高等教育研究与发展》2015,34(6):1270-1280

Many education institutions and teachers are recognizing and applying online learning and related educational technologies to help students achieve satisfactory learning performance. Due to the free entertainment on the Internet that may distract students’ attention from online courses and with the purpose of developing students’ teamwork abilities, the author in this study adopted team-based learning (TBL) and co-regulated learning (CRL) to develop students’ involvement in a blended computing course. The subjects in this study were 111 first-year students from three classes taking a compulsory course titled ‘Applied information technology: data processing’. The first group (G1, which received online TBL and CRL) and the second group (G2, which received online TBL only) were the experimental groups. The last group (CG), which received the traditional teaching method in a blended learning environment, served as the control group. The results in this study indicate that students who receive the online TBL have significantly higher involvement than those without. However, the online CRL does not contribute to better development of students’ involvement in the implementation of TBL. The insights for teachers who plan to adopt e-learning, and the reasons for the ineffectiveness of CRL, are discussed in this study.  相似文献   

Reviewing the Family Unit as a Stakeholder in Talent Development: Is It Undervalued?     

Robin David Taylor  Dave Collins 《Quest (Human Kinetics)》2015,67(3):330-343

As elite youth sport becomes more organized and professionalized, the role of the family is increasingly acknowledged as being significant in the development of young talent. High-profile examples across a range of professional sports, both positive and negative, have drawn attention toward this important stakeholder. Accordingly, this review first examines the key issues in relation to family involvement in talent development in relation to what is perceived as good and bad practice on behalf of the family. Next the key theoretical underpinning is considered, Family Systems Theory, and how it may be integrated within elite youth sport. Finally, the article concludes with a summary of where the current literature leaves us and where we can progress from here. Two possible inputs are suggested that could benefit the effectiveness of family involvement: a focus on the family holistically and a second on the role different family members can play.  相似文献   

顾客体验视角下的民族特色餐饮品牌形象提升研究--以傣味为例     

高核  冯明亮  赵璋 《昆明大学学报》2015,(1)

为改善傣族餐饮品牌形象,从顾客体验视角,选取昆明的10家傣族餐饮企业进行抽样调查,分析傣族餐饮顾客的基本特征以及影响其顾客体验的关键因素。在数据分析的基础上,从加强市场拓展、提高顾客体验价值和突出文化特色三个方面,提出提升傣族餐饮品牌形象的具体策略。  相似文献   

顾客参与新产品开发中顾客角色探究     

潘佳  刘益  李瑶 《科技管理研究》2014,(24)

引入顾客在新产品开发中作为资源、共同创造者、用户的三种角色,探明不同的项目复杂性和产品创新性下,顾客的三种角色对新产品绩效的影响会有怎样的不同;同时,探索企业如何通过企业关系治理机制促使顾客角色得到有效发挥。发现,(1)双边专项投资、关系规范都能促进顾客角色的发挥;(2)产品创新性能加强顾客作为资源、用户对新产品绩效的作用,而削弱顾客作为共同创造者对新产品绩效的作用;(3)项目复杂性能加强顾客作为资源、共同创造者对新产品绩效的作用。  相似文献   

基于Kano模型的科技查新顾客满意度影响因素分析     

吕晓丽  王晓丽  蔚洁 《情报探索》2014,(10):19-22

根据科技查新的顾客满意度调查,提出一种基于Kano模型的顾客满意度测评方法。运用该模型对科技查新顾客满意度的影响因素进行实证研究,将影响科技查新顾客满意度的指标进行Kano分类,并根据测评结果提出相应的改进措施,为更好地理解和满足顾客需求、提高科技查新服务质量提供参考。  相似文献   

团购导航网站用户满意度研究     

顾立培  邢宝君 《现代情报》2014,34(6):160-165

为了对团购导航网站进行较为客观的用户满意度评价,本文在文献回顾、专家咨询、问卷调查的基础上,运用因子分析法归纳出影响团购导航网站用户满意度的五大公因子：网站界面、网站性能、网站信息质量、网站服务、网站形象,并由此建立了相应的评价指标体系。然后以此为基础,提出了运用灰色关联分析法对团购导航网站用户满意度进行测评,并建议结合第三方监测机构的监测数据对导航网站的实际运营情况进行分析,最后利用本文提出的指标体系和研究方法,对3个团购导航网站进行了实证分析。有利于网站运营者从用户角度出发,发现网站存在的缺陷,并为网站改进指明了方向。  相似文献   

基于演化博弈的顾客知识共享决策行为研究     

刘琳  王玖河 《科研管理》2022,43(2):149-159

   在价值共创时代,如何实现数字化转型和创新发展成了企业面临的现实问题和发展的必然趋势,与此同时,知识管理水平和知识创新能力进而成了制约企业创新发展的关键因素,顾客已经成为企业在激烈的市场竞争环境下获取优势的重要资源,基于顾企互动和知识共享的价值创造模式将成为企业商业模式创新的重要趋势,顾客知识的共享对加速企业知识创新进程起着重要的推动作用。基于此,文章从顾企互动的视角对顾客知识共享的决策行为进行了分析,并通过演化博弈模型的构建和仿真分析探究了知识共享成本、知识共享收益、知识储备量和收益分配系数等因素对顾客知识共享决策行为的内部影响机制,通过仿真分析得出结论：（1）当知识共享成本提升时,只有当顾客和企业的参与意愿较高时才会促使知识共享行为的发生,且延缓了知识共享产生的进程;（2）当知识共享收益增加时,能够增强顾客参与知识共享的意愿并且能够加速知识共享进程;（3）当顾客和企业的知识储备量存在差异时,这种差异会一定程度上延缓和抑制知识共享进程,相比之下,当顾客所掌握的知识的储备量大于企业的知识储备量时将更不利于知识共享行为的发生;（4）当企业参与知识共享的初始概率较低时,可以采用为企业制定较高的收益分配系数的方式来促进知识共享行为的产生,但是在确保知识共享行为发生的前提下,为企业分配较多的知识共享收益会延缓知识共享行为产生的速度,此时,加速知识共享行为产生的有效策略是为顾客分配较多的共享收益。  相似文献