顾客满意度测评系统在企业中的应用     

刘菲  王魁 《教育技术导刊》2007,(7)

ISO 9001:2000标准中,质量管理八项原则的第一条就是以顾客为关注焦点,它强调组织应该理解顾客当前和未来的需求,满足顾客要求,并争取超越顾客期望。通过偏最小二乘法实现了顾客满意度指数计算,讨论了顾客满意度测评系统在企业中的应用。  相似文献   

A comparison of well-peer mentored and non-peer mentored athletes’ perceptions of satisfaction     

Matt D. Hoffmann  Todd M. Loughead 《Journal of sports sciences》2016,34(5):450-458

The purpose of the present study was to compare well-peer mentored and non-peer mentored athletes’ perceptions of satisfaction. A total of 444 intercollegiate athletes (272 well-peer mentored and 172 non-peer mentored) from a variety of sport teams participated in the study. Athletes from both well-peer mentored and non-peer mentored groups reported their satisfaction levels using the Athlete Satisfaction Questionnaire. The results of a MANOVA and follow-up post hoc ANOVAs showed that well-peer mentored athletes were significantly more satisfied than their non-peer mentored counterparts in terms of individual performance, personal dedication, team task contribution, team social contribution, team integration, ethics, ability utilisation and training and instruction. Overall, the findings suggest that athletes who are well-peer mentored by a teammate perceive higher satisfaction levels with various aspects of their athletic experience than athletes who are not peer mentored by a teammate. Given these positive findings, practitioners (i.e., coaches, sport psychology consultants) should inform athletes on the benefits of peer-to-peer mentoring. The practical implications of the results and strategies to promote peer athlete mentoring relationships in sport are highlighted.  相似文献   

我国青年编辑职业认同研究     

周畅 《出版科学》2016,24(4):13-17

从职业价值观、角色价值观、职业归属感、积极团结度和职业行为倾向5个维度对我国青年编辑职业认同度进行探究,分析其原因,并找出提升职业认同度的途径和方法。  相似文献   

我国青年编辑组织承诺研究     

王晓园 《出版科学》2016,24(6):17-22

组织承诺是组织行为的一个重要领域。青年编辑的组织承诺就是青年编辑愿意为单位付出心力,并希望留在单位服务的意念。我国青年编辑组织承诺结构模型的维度主要包括：感情承诺、规范承诺、经济承诺、机会承诺和理想承诺5个维度。青年编辑应当通过做好职业规划、发挥个人优势、提高职业素养与研究能力等来提高组织承诺。  相似文献   

客户关系管理的科技查新服务研究     

孙玉玲  陈芳  闫亚飞  董璐 《中国科技资源导刊 (中国信息导报)》2016,(5):105-110

从科技查新服务的实践出发,探讨客户关系管理在查新服务管理中的应用。通过总结目前科技查新服务的 创新模式,论述基于客户关系管理的查新服务的特点和优势。认为科技查新服务中实施客户关系管理的目标是转变科 技查新被动服务的局面,挖掘价值用户以提供增值服务,进而提升科技查新服务价值。本文从客户分析、客户满意度 与忠诚度管理、客户关系保持与发展以及价值客户的发现四个方面探讨了服务模式构建的思路,并以中科院文献情报 中心科技查新服务为案例,讨论服务实践及效果。  相似文献   

学习满意度评价指标体系的建立与灰色综合评价     

王灵玲 《宁波职业技术学院学报》2006,10(5):11-13,52

采用调查统计法,参照教育部组织的高职高专院校人才培养工作水平评估指标体系,建立了高职学生学习满意度评价指标体系并以宁波职业技术学院为例探讨了运用灰色系统理论进行测评的方法。  相似文献   

客户智能模式在建立客户关系管理中的核心竞争力     

闻声远 《安阳工学院学报》2006,(3):63-65

对企业核心体系的演变及客户关系管理存在模式———客户智能进行分析,可以避免企业在具体操作过程中的许多问题,增加企业的核心竞争力。  相似文献   

X marks the spot: Creating and managing a single service point to improve customer service and maximize resources     

Mary Ann Venner 《Journal Of Access Services》2016,13(2):101-111

ABSTRACT

This article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The Access Services Department at the University of North Texas Libraries was charged with management of the circulation and reference services offered at the service desk. Streamlined planning and modernized management of the desk and its impact on customer service in a changing library environment will be discussed.  相似文献   

Reflectors as online extraverts?     

Kevin Downing 《Educational studies》2004,30(3):265-276

Increasingly, online learning is perceived as an effective method of instruction. Much recent educational research has focused on examining the purposes and situations for which online education is best suited. In this paper, students enrolled in two online courses are compared with their peers enrolled in equivalent classroom‐based courses to investigate aspects of the relationship between learning style and mode of delivery. Student satisfaction measures are taken from participants in both modes of delivery and compared with student learning style. Feedback from the ‘Reflector’ learning style demonstrates higher satisfaction levels with the online mode of delivery compared with their matched counterparts following equivalent classroom‐based courses. Therefore, whilst ‘Reflectors’ might be regarded as Introverts in the traditional classroom setting, the additional time for reflection offered by online delivery makes this group more likely to contribute to online discussion, report higher satisfaction levels and generally behave more like online Extraverts.  相似文献   

“尊重学生”的管理机制   总被引：3，自引：0，他引：3  

程凤春 《教育理论与实践》2003,(23)

为了使尊重学生的原则落到实处,需要教育管理制度的保证。为此,学校可以尝试在管理机制上进行改进,包括施行组织结构扁平化,内部顾客链和倒金字塔组织模式,双向闭合评价模式。为使这些管理机制有效发挥作用,学校应该从整个制度建设出发系统考虑。  相似文献