顾客满意度测评系统在企业中的应用

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。     

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

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.     

我国青年编辑职业认同研究

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。     

我国青年编辑组织承诺研究

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。     

客户关系管理的科技查新服务研究

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。     

学习满意度评价指标体系的建立与灰色综合评价

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。     

Reflectors as online extraverts?

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.     

Influence of improved teaching practices on student satisfaction ratings for two undergraduate units at an Australian university

To track the quality of instruction delivered at the University of Western Australia, the university surveys all units using its Students’ Unit Reflective Feedback (SURF) metrics, and faculties use these metrics to benchmark student satisfaction. Consequently, teaching staff are actively encouraged to adopt teaching practices that will increase the average levels of these metrics. Using a ‘before-after’ approach, we compared these metrics before and after the implementation of improved teaching practices that addressed specific weaknesses identified through student responses for two undergraduate units. Despite the implementation of improved teaching practices, SURF scores did not increase significantly for the two units assessed, due possibly to the components of the academic programme covered by the SURF questions, the field-based nature of the units, and the difficulty in measuring an increase in the SURF scores of units which already score highly. This poor sensitivity of the SURF metrics to the implementation of improved teaching practices could have implications for their use for performance assessment by the university.     

一对一旅游营销刍议

一对一营销是21世纪发展起来的一种新的营销模式。随着知识经济时代的来临和信息技术的飞速发展，为旅游企业开展一对一营销创造了极为有利的条件。一对一旅游营销包括识别、区分、互动和订制等四个关键的步骤。旅游企业实施一对一营销，能为顾客提供多样化和个性化的服务，提高顾客的满意度，培养忠诚的顾客。     

教育、工作自主性与工作满意度

教育不但是个人人力资本积累的途径,也会形成个人职业的趋向和偏好。个人在工作中所获得的自主性是评价工作满意度的重要方面,获得更多的工作自主性意味着获得更多的组织信任,能够更自由地安排工作,拥有更多自主学习的机会。由于不同学历层次的人对工作要求不同,所以是否在工作中获得自主性将会对他们的工作满意度和工作绩效产生不同的影响。本文运用北京大学教育经济研究所《中国城镇居民教育与就业情况调查-2004》的数据,通过对正在工作人群的研究发现,在同等受教育程度下,更多的工作自主性带来更大的工作满意度。不同受教育程度的群体,受过高等教育者更看重工作自主性。对他们而言,自主性工作环境带来的效用要高于高工资带来的效用。本研究探讨高等教育在促进人的独立性、学习意识上的长期效应,为认识教育对个人职业发展的影响提供了新的视角。同时在建设创新型国家的大背景下,本研究的结论为如何激励知识型人才,更好的发挥创新性人才的创造力,提高组织绩效提供了有益的参考。