共查询到18条相似文献，搜索用时 281 毫秒
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朱治平 《林业机械与木工设备》2014,(1):4-8,24
根据木工机械行业的竞争态势,推行新的营销策略势在必行.如何提高顾客满意度是推行服务营销策略的关键,顾客满意度模型是实施顾客满意度评估体系的核心工具.通过对木工机械的行业背景、产品特性、顾客特点等因素进行研究分析,提取相应的客户满意指标作为满意度模型的设计因子,建立木工机械行业的顾客满意度模型及合理可行的测评体系,从而对顾客在营销过程中的满意度进行监控和反馈,依此来制订或修正相应的营销策略,最终达到提高企业竞争力的目的. 相似文献
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朱治平 《林业机械与木工设备》2013,(12):4-8,16
传统营销一直遵循以产品为导向的营销策略,但随着行业的不断发展和顾客需求的快速变化,产品趋同和品牌优势缩小,木工机械供应商面临如何提升自身竞争力的战略问题。从产品、价格、渠道、促销、有形展示、人员和服务过程等方面,针对基于顾客满意度的服务营销策略进行探讨,对整个木工机械行业在新的市场形势下如何提高木工机械制造企业的竞争力问题有借鉴和推广意义。 相似文献
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基于参会者视角的顾客满意度影响因素研究——以北京医学培训会议为例 总被引：1，自引：0，他引：1
通过问卷调查的方法,以北京国际医学培训会议为例,从参会者的角度探讨了会议顾客满意度的影响因素,分析了会议产品功能、会议交流形式、参会者属性条件对会议满意度的影响,并结合参会者的消费需求提出了相应的对策建议. 相似文献
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住宅小区物业管理业主满意度测评研究 总被引：1，自引：0，他引：1
本文选取居民住宅小区的物业管理为研究对象,通过在物业管理中引入“顾客满意度理论”,着重对在物业管理中建立业主满意度评价指标体系进行探讨,并运用它进行实证分析,调查了业主对物业管理公司的服务质量的评价情况,找到物业管理公司在具体服务管理工作中存在的问题,提出解决的办法,促进其服务管理水平的提高。 相似文献
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21世纪,企业的竞争逐渐演变成对顾客的竞争,顾客忠诚是让企业能永续经营立于不败之地的重要因素。很多企业都明白顾客的重要性,可是在实际工作中却不得要领,到底怎样做可以提高顾客的满意度呢？应从降低成本,提高顾客的参与度和满意度等方面入手。 相似文献
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服务失败的原因包括两方面,服务企业原因和企业外部原因。文章从企业本身以及企业外部两方面来探讨企业服务失败的原因,并提出针对性的服务补救策略。指出服务补救应该从服务全过程、全方位、全员出发,通过有效实施补救策略,来重视提高整个服务系统运作水平,从而提高顾客的满意度和忠诚度,为企业创造良好的经济效益。 相似文献
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顾客满意度指数是当前国内外质量领域和经济领域一个非常热门而又前沿的话题，本文分析介绍了企业建立顾客满意度指标体系的意义、目的、作用、基本原则以及企业在建立与完善顾客满意度指标体系过程中的一些注意事项。 相似文献
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随着IT市场竞争的日趋激烈,IT企业把关注的焦点转移到客户关系上,如何找到长期合作客户是IT企业的核心任务。本文通过建立IT企业选择客户的指标体系,利用GE矩阵,将客户进行分类,从而得到不同类别的客户群,最终找到企业的目标客户。 相似文献
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Ragnar Jonsson 《Journal of Wood Science》2006,52(2):154-162
To increase the competitiveness of wood as a building material requires knowledge of which customer needs require attention
in terms of quality improvement and/or product development to best satisfy customers. Hence, information as to the impact
on customer satisfaction of the fulfillment of different customer needs, as well as the performance of wood and substitutes
in providing for these needs, is needed. This article suggests the use of customer satisfaction modeling (CSM) for assessing
customer needs. The methodology is evaluated in the context of floorcovering. The results suggest that CSM is well suited
for extracting the information necessary for prioritizing customer needs: importance/impact and performance data for attributes
as well as for customer benefits. The study indicates the necessity of considering substitute materials not only for performance
comparisons; substitutes may also reveal otherwise latent customer needs. Practical, functional, benefits exert the greatest
impact on customer satisfaction for wooden flooring as well as its closest substitutes, laminate and carpet. Hygiene and a
low cost over the life cycle are apparently the customer benefits that require attention from wooden flooring manufacturers,
because importance is high and performance relatively low. 相似文献
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Outi Virkkula 《Scandinavian Journal of Forest Research》2018,33(3):271-277
This paper deepens our understanding of the customer’s role in institutional face-to-face encounters. It includes an in-depth analysis of authentic Finnish forestry advisory conversations to illuminate the specifics of the pursued customer perspective and collaboration. From a total 9:02:09 hours of video recordings the data yielded 89 qualified customer-initiated questions for comprehensive analysis. Results indicated that family forest owners (FFOs) can initiate if they so wish. Most of the posed questions (92.1%) were requests for information or for confirmation, which re-established the institutional positioning of the encounter. The forestry advisory professional presented topics that complied with the meeting’s standard procedure. The actual impact the customer had on the agenda appeared quite limited and genuine collaboration was not quite balanced. Cautious tactics of asking emerged specifically when related to more personal questions. In the shift to a new forestry advisory service era, where publicly funded services are now open to various market-based agents and new tailored advisory traditions are being developed, FFOs are even more important customers. Good advisory services and relationships will be key assets to service providers. Understanding the interactional mechanisms of an institutional encounter is crucial to promote the customer perspective, the initiative and learning of the FFOs. 相似文献
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铁路物流中心绩效的模糊综合评判 总被引：1，自引：0，他引：1
从铁路物流中心自身的营运状况和顾客的满意程度两个角度,选取货运周转率、货运设备利用率、专业化营运能力和客户满意度等4个一级指标,车辆周转率、货物换算周转量、货场利用率、搬运设备利用率、货运车辆满载率、装卸设备利用率、存货周转率、物流服务深度、专列货物换算周转量、信息技术使用率、顾客投诉率和顾客忠诚度等12个二级指标构建出铁路物流中心绩效评价指标体系。将模糊综合评判方法应用于铁路物流中心的绩效评价,并用具体案例证明该指标体系及模糊综合评判方法应用于铁路物流中心绩效评价的科学性和准确性。 相似文献
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《Wood material science & engineering》2013,8(6):428-436
ABSTRACTRule-based automatic grading (RBAG) of sawn timber is a common type of sorting system used in sawmills, which is intricate to customise for specific customers. This study further develops an automatic grading method to grade sawn timber according to a customer's resulting product quality. A sawmill's automatic sorting system used cameras to scan the 308 planks included in the study. Each plank was split at a planing mill into three boards, each planed, milled, and manually graded as desirable or not. The plank grade was correlated by multivariate partial least squares regression to aggregated variables, created from the sorting system's measurements at the sawmill. Grading models were trained and tested independently using 5-fold cross-validation to evaluate the grading accuracy of the holistic-subjective automatic grading (HSAG), and compared with a re-substitution test. Results showed that using the HSAG method at the sawmill graded on average 74% of planks correctly, while 83% of desirable planks were correctly identified. Results implied that a sawmill sorting station could grade planks according to a customer's product quality grade with similar accuracy to HSAG conforming with manual grading of standardised sorting classes, even when the customer is processing the planks further. 相似文献
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Of considerable importance and a principal goal in business is the creation of customer satisfaction. Evalu- ation of end user preferences for producers of particleboard and medium density fiberboard (MDF) requires indices for the assessment of markets and modification of product quality. However, only sporadic research has been carried out in this field. Therefore, the goal of this survey was to identify indices with respect to the points of view of: 1) consumers in order to select particleboard and MDF, 2) suppliers in order to consider production strategies, improve product quality, improve competitive ability of domestic producers in the market and help industry to be more customer oriented. This survey consisted of two stages. In the first stage, factors affecting customer preferences in the selection of particleboard and MDF were determined using a Delphi method, with the help of experts and a group of principal users of these prod- ucts. Then these factors were categorized in three groups: qualitative, technical and technological and marketing factors. Furthermore, questionnaires were prepared and distributed among consumers and responses evaluated and weighted by using an analytic hierarchy process (AHP) using expert choice software. Our results show that at both stages, the consistency ratio was less than 0.1, indicating that all results and judgments were stable and acceptable. The results obtained from questionnaires about particleboard rank the priorities for factors in the selection by consumers as follows: nail and screw holding ability, homogeneity in structure, edge strength of panel, durability and bending strength. The most important factors for MDF were machinability of panels, homogeneity in structure, nail and screw holding ability, edge strength of panel, durability and bending strength. 相似文献
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探讨建立评估电信客户价值的算法模型。在算法中通过选取用户消费行为指标计算客户历史价值、当前价值和潜在价值，以此为条件计算得出个体客户的综合价值，最后据此估算值对存量客户群体按价值高低细分，达到在用户群体中建立客户价值评判框架的目的。该框架的建立和应用将解决电信企业对自身存量用户群体辨识不清的问题。为电信企业针对不同价值用户开展客户维系、挽留和价值提升工作，提供较为准确的判断依据。 相似文献
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在排队系统中,排队等待服务的顾客数量、等待时间、系统内服务人员及设施的空闲率等是非常重要的数量指标.通过了解它们的变化规律,就可以在满足顾客服务基本要求的前提下,研究如何提高服务质量、降低排队系统运营成本等问题.本文通过应用超市收银排队系统优化模型,并以哈尔滨市某家乐福超市为例,进行实地考察和数据统计,对其服务台的数量设置进行优化,最后得出该超市在非节假日和节假日各个不同时段应该开放的服务台的数目. 相似文献