试论CRM的实施与评价

面对CRM的巨大产业,企业决策者们心之向往。针对实施CRM的风险及失误,本文提出了实施CRM的原则、策略、步骤及评价,以辅助企业顺利实施CRM,以达到成功实施CRM的目标。     

Coping With the Unexpected in Childbirth: A Thematic Analysis

This article reports original research that describes new mothers'' experiences of birth and maternity care. Qualitative data were collected through a survey on birth satisfaction, which included space for women to provide comments about their birth and experience of care. Thirty-nine women provided comments that were analyzed using the thematic analysis method. Two themes emerged from the women''s experiences: “Unexpected birth processes: expectations and reality” and “Coping with birth: the role of health-care staff.” Participants described unexpected birthing processes, their experiences of care, and maternity care staff''s contributions to coping with birth. Implications for practice for childbirth professionals include promotion of physiologic birth, respectful person-centered care during all phases of perinatal care, and the value of childbirth preparation.     

Acculturation and academic achievement of rural to urban migrant youth: The role of school satisfaction and family closeness

China's 'tidal wave' of rural to urban migration has had a tremendous impact on the educational outcomes of its children. It remains unexplored how and when do migrant children’s experience of acculturation following arrival in the place of settlement influence their academic achievement. This study used a stratified cross-sectional sample of 2412 Chinese migrant children and adolescents aged 10–18 (Mean = 14, 45 % female) to investigate the role of school satisfaction and family closeness in the relationship between acculturation patterns and academic achievement. Acculturation patterns are derived from the bidimensional model proposed by Berry (2005). The results indicated that integration had a positive association with concurrent academic achievement. School satisfaction was a mediator between integration and academic achievement. Furthermore, the full mediation of school satisfaction was only supported when there was a high level of family closeness. Findings from this study underline the usefulness of the bi-dimensional model in understanding the individual differences in academic achievement and suggest greater attention to the cultural variations in interpersonal functioning at the family and school context.     

Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions

This study explores post-recovery satisfaction and post-purchase intentions with service recovery of online shopping customers from the perspectives on perceived justice and emotions based on twenty scenarios that combine five service failures and four recoveries. Analytical results indicating that in addition to enhancing post-purchase intentions and post-recovery satisfaction among customers, distributive justice increases positive emotions and decreases negative ones. Additionally, procedural justice enhances post-recovery satisfaction as well as increases positive emotions and decreases negative ones, while interactional justice only increases post-recovery satisfaction of customers. Moreover, while positive emotions increase post-recovery satisfaction, and vice versa. Post-recovery satisfaction positively affects post-purchase intentions. Results of this study provide a valuable reference for operators and managers of online shopping websites.     

工作满意度、组织承诺与关系绩效的关系实证研究

通过在成都、广州、深圳一些企业的实证研究,探讨组织承诺、工作满意度与关系绩效之间的关系,发现组织承诺三维度、工作满意度五维度与关系绩效两维度之间几乎都具有非常显著的相关关系;但是将工作满意度和组织承诺作为关系绩效的预测变量时,发现二者的因果关系非常不显著,因此推测工作满意度、组织承诺可能是关系绩效的前因中介变量或者调节变量。     

北京高校大学生对授课教师满意度的实证研究

中国高等教育由精英教育向大众教育转变的过程中,提高学生对授课教师满意度,并将满意度作为评估、调整授课教师相关行为表现的标准这一问题显得尤为重要。本研究以北京大学生为主要研究对象,利用SPSS软件对数据进行统计分析,通过相关性及回归分析等构建出学生高满意度的授课教师素质模型。希望为各高校评估授课教师、授课教师进行自我调整提供一些参考,以建立一种新的良好的教学关系,从而更加有效地推动教学、教育的发展。     

青藏高原地区最低生活保障制度满意度调查--以黄南州和西宁市为例

最低生活保障制度是我国一项长期的基本国策,是社会安定的重要保障,对实现民族团结与社会和谐具有重大意义。群众对于低保制度的满意度能充分反映出低保制度执行以及审核过程中的缺陷,具有一定的现实意义。     

三维资本视阈下的高校毕业生初次就业满意度实证分析

通过社会资本、人力资本和心理资本等三维资本,利用回归方法对高校毕业生初次就业满意度进行实证分析。人力资本对高校毕业生初次就业起着核心的配置性作用,实习经历显著影响着初次就业满意度;心理资本对初次就业满意度有着重要影响,乐观、自信可以显著提升初次就业满意度;社会资本广度对初次就业有着显著作用。高校毕业生利用资本的生产收益性,树立三维资本的投资理念,提升初次就业满意度;政府完善就业政策,限制社会资本的不公平逐利性,防止社会资本在市场竞争中滥用;高校加大就业帮扶,减少三维资本缺失带来的个体就业障碍。     

南京牛首山文化旅游区游客满意度分析——基于IPA分析法的评价研究

科学合理的游客满意度评价结果对改进景区开发、运营与管理等工作具有重要意义。以南京市牛首山文化旅游区作为案例地,通过问卷调查获取数据,采用IPA分析法开展游客满意度评价。结果显示:牛首山景区的总体满意度处于“比较满意”等级,具有一定的提升空间IPA四象限分析结果表明游客对景区自然和资源条件(自然环境、宗教建筑) 满意度最高,对景区的门票价格和消费价格满意度较低,对服务态度和交通条件的满意度最低。要从改善景区内外部交通条件、构建服务质量管理体系、提升产品服务性价比、完善景区配套设施管理等方面加以改进,做好景区的开发和提升。     

三年旱灾丽江旅游者满意度调查研究

丽江是一个以水为特色的旅游目的地,水在旅游资源中的重要作用不可替代。然而,从2009～2012年的3年间,丽江遭遇持续干旱,水资源的短缺不仅对部分景区景观效果造成直接冲击,而且也在旅游目标市场群体中产生了负面影响。在对旅游者进行随机问卷调查和对相关人员进行访谈的基础上,获取旱情对丽江旅游的影响,获知旅游者对当前丽江旅游满意度的第一手资料,提出应对策略,为旅游抗旱提供理论参考。