基于船东满意度的船舶售后服务探索

文章介绍了船东满意度的定义,提出了在船舶售后服务过程中提高船东满意度的理念,说明了提高船东满意度的意义,阐述了提高船东满意度的方法,可供相关部门参考和探讨。     

抱怨和投诉也是信息资源

随着市场经济体制的建立和ISO 9001标准的实施,大多数企业已经确立了以顾客满意为导向的经营战略.组织依存于顾客、以顾客为关注焦点、顾客第一等理念正逐渐成为企业管理者的行动准则.     

航运企业营销三步曲

中国加入WTO后,随着经营航权、租赁码头、船舶代理对外资航运公司的开放,竞争会进一步达到白热化阶段.本文从以顾客为导向的营销理念出发,从提高顾客让渡价值、让顾客满意、培养忠诚的客户这三个阶段来探讨提高企业竞争力,赢得顾客,从而获得适当的利润和公司的长远发展的途径.     

提高服务质量意识与实施“CS”经营战略

近期在学习企业经营与管理战略理论时,多次读到介绍“CS”经营战略的文章,结合学习国务院颁发的《质量振兴纲要(1996～2010年)》(下称《质量振兴纲要》),以及中国长江航运集团《关于贯彻<质量振兴纲要>的实施意见》,笔者从交通运输企业质量管理实际出发,提出《提高服务质量意识与实施“CS”经营战略》这一命题,兼谈水运企业如何学习贯彻《质量振兴纲要》。 所谓提高服务质量意识,是指企业在生产与管理的全过程中,以质量为纲,要求全体员工以提高产品与服务质量为中心,把质量意识上升到效益观念与企业生存及发展的高度来认识。产品质量的好坏,服务质量的优劣,反映了一个企业的管理水平、生产水平、技术水平、职工队伍素质,是企业务方面各环节工作质量的综合反映。产品与服务质量提高了,就意味着企业经济效益与社会效益的提高。 所谓“CS”经营战略,是指企业的生产经营管理与服务活动要以“CS”为中心(Customer Satisfation的缩写,意为顾客满意度)。此战略把顾客要求作为企业开发产品的源头,在产品功能、价格、服务等环节以便利顾客为原则,最大限度地使顾客感到满意,并及时跟踪研究顾客的满意程度,依此确立与改变企业经营目标,调整生产环节,以稳定与提高顾客的满意度,保证企业在激烈的市场竞争中占据     

物流企业顾客服务绩效分析

顾客服务可定义为:①一种管理活动;②实际业务绩效水平;③整体经营理念。将顾客服务看作一种管理活动,说明对顾客服务要有控制能力,例如订货处理等;将顾客服务视为绩效水平,表明顾客服务可以精确衡量,例如24小时内实现订单配送98%;将顾客服务作为管理理念,则强化市场以顾客为核心的重要性。     

浅论汽车售后服务客户满意度评价模型的构建及其应用

本文从汽车企业的现实情况出发,通过分析影响汽车售后服务客户满意度的八个指标,构建出汽车售后服务客户满意度的评价模型,在此模型的基础上,总结出提高我国汽车售后服务客户满意度的策略,希望对汽车企业有一定的借鉴作用。     

港口企业顾客满意度指数测评指标体系的建立及其应用

本文以广州港新沙港务有限公司顾客满意度指数测评为例论述港口企业应如何建立顾客满意度指数测评指标体系及如何运用统计方法对测评结果进行分析,为港口企业开展顾客满意度指数测评提供参考。     

商业企业的顾客满意度经济计量模型研究

介绍了顾客满意的概念,对建立顾客满意度模型时所考虑的变量和变量之间的相互关系作了一般分析,并根据上述分析建立了顾客满意度的经济计量模型.这个顾客满意度的经济计量模型是一个递归模型.这个递归模型在理论上要先测量顾客期望、顾客对质量的感知和顾客对价值的感知,最后计算出顾客满意度.但是顾客期望、顾客对质量的感知、顾客对价值的感知和顾客满意度这些二级测评指标都是内生变量,无法直接测量.因此,本文首先建立并估算出这些内生变量组成建立结构方程式模型,然后估算出最终的顾客满意度的经济计量模型.     

商业企业的顾客满意度经济计量模型研究

介绍了顾客满意的概念，对建立顾客满意度模型时所考虑的变量和变量之间的相互关系作了一般分析，并根据上述分析建立了顾客满意度的经济计量模型。这个顾客满意度的经济计量模型是一个递归模型。这个递归模型在理论上要先测量顾客期望、顾客对质量的感知和顾客对价值的感知，最后计算出顾客满意度。但是顾客期望、顾客对质量的感知、顾客对价值的感知和顾客满意度这些二级澍评指标都是内生变量，无法直接测量。因此，本文首先建立并估算出这些内生变量组成建立结构方程式模型，然后估算出最终的顾客满意度的经济计量模型。     

文化导航 管理出新——中国外轮代理总公司企业文化建设侧记

在中国即将加入WTO的新形势下,“发展”已成为全体外代人共同关注的一件大事。外代决策者提出了响亮的号令:继续走合作促发展之路,走与主业相关联的多元化道路,开发新的利润区;加强人才工程建设,建设更具生机和活力的企业文化,增强企业核心竞争力。 服务内核是文化 外代总公司自1992年以后更加注重了企业文化建设,提出了“以诚为先,谋求共同发展;以人为本,追求完美服务”的经营理念,同是,他们制定了企业《理念识别系统》和《行为识别系统》,确立了“以顾客为中心,竭诚向顾客提供准确、及时、文明、周到的一流服务,使顾客获益,让顾客满意”的质量方针。 按照上述要求,外代全系统在继承传统的基础上,以全面实施ISO9000质量管理体     

顾客满意战略及其在我国修船企业中的应用

文中旨在通过对CS(Customer Satisfaction的缩写，意为“顾客满意”)战略的基本原理与概念，CS战略在我国修船企业发展中实施的必要性，CS战略在我国修船企业中发展的现状以及CS战略在我国修船企业中实施的途径进行阐述，倡导我国修船企业不失时机地导入CS战略。     

客户资产管理理论及其对我国船舶工业改革创新的意义与启示

客户资产管理理论是顺应服务经济的新管理理论,它突出了客户资产作为核心资产的关键地位.这一理论不仅丰富了经典经济学的厂商理论,它认为客户是不可或缺的生产要素,其与厂商是一种合作、共生的关系;而且还突破了传统的管理学中的会计盈利观念,即,企业应重点关注客户盈利能力而不是产品的盈利能力,为客户创造价值,客户的拥有率比产品的市场占有率更重要.这种理论对于处于在转型时期中的中国造船工业,无论是从改革路径的选择,还是经营理念的重塑,以及微观经营操作层面都具有有益的启示.     

Maritime policy and management--30 years issue for Prof. James McConville Editorial: IMO--The economics of intimidation

Organizational Effectiveness (OE) is a rather new concept in the port business literature and not widely studied before. From the systems perspective, this concept focuses on the goals of the organization, the resources needed to achieve these goals, and the relationship between the organization and its environment. The reason behind choosing a systems approach is the significant role of seaports as open systems affected by changes and developments in world trade, supply chain and logistics trends, maritime transport, and technological developments. While seaports are multi-faceted organizations that constitute different interdependent and integrated units in their structure, they can also be regarded as the subsystems of the supply chain system. As being the social and technical systems, port organizations have unique characteristics that should be examined in detail to assess their effectiveness. To assess the effectiveness of port organizations, principally a set of effectiveness measures applicable to seaports should be determined. The main aim of this study is to assess the relative importance of the main effectiveness criteria in seaports and to determine the significance of main inputs and port subsystems which can be referred as the means to achieve effectiveness. By using the systems approach, the inputs, the processes, and the outputs of the port organizations are clearly defined with a conceptual model. Thirty-three statements have been developed under the main categories in the systems model and a two-round delphi survey is conducted, and qualitative analysis of the experts’ opinions is carried out. The results of the delphi survey show that the main port inputs are port infrastructure, equipments, technology, and port labor; the major port processes are ship and cargo operations together with the logistics services, safety and security, information technologies, and marketing; and the most important effectiveness measures for the seaports are productivity, efficiency, service quality, adaptability, information and communication management, profitability, human resource quality, and customer satisfaction.     

Mumbai lunch box delivery system: A transferable benchmark in urban logistics?

This paper presents findings of a freight transport study carried out for Mumbai city (India). Based on the case study of lunch box delivery system organized by the Mumbai dabbawalas, demonstrated that an informal sector was capable of developing an urban logistics system that was precise, reliable and affordable to the middle class society in Mumbai. These facts suggest an approach based on adapting logistics solutions harmoniously to the urban landscape, public policy, infrastructure and skill sets of the company’s employees in order to be attractive to the end customer, offering a good match between supply and demand i.e., consumer and producer satisfaction. At the same time logistics solutions should evolve continuously in order to be attractive to the core customer base and should be customer driven. These basic management principles can be applied in the management of other urban logistics companies in the world over.     

有反馈和N-策略多重休假的MX/(G,Gm)/1排队模型

研究N-策略多重休假下,顾客是批量到达的MX/(G,Gm)/1排队模型。一旦系统空闲服务台就开始一个随机长度的休假,休假结束后,如果发现顾客数达到或超过N,就立即对顾客进行服务直到系统空闲,如果发现顾客数小于N,就进行下一阶段随机长度休假。服务台提供两阶段服务:第一阶段初步服务和第二阶段m种选择服务。在第一阶段初步服务结束后,顾客可以回到队列要求重新服务,也可以立即离开系统,或接受第二阶段m种选择服务中某一种服务。通过补充变量法得到了稳态下系统队长的概率母函数和其随机分解性质。进一步计算出系统稳态的队长及其他性能指标。     

Clustering and performance: the case of maritime clustering in The Netherlands

Over the last years, the concept of clustering has become a central concept for analysing the competitiveness of nations, industries and firms. The cluster concept can be usefully applied to study clustering of maritime activities. Maritime activities, such as shipping, shipbuilding and port and maritime services, are clearly geographically concentrated in a number of maritime clusters. Due to ongoing internationalization in these industries, the concentration of maritime activities in clusters is likely to increase. This observation leads to two important research questions: what are the advantages for firms to locate in clusters and what factors influence the development of maritime clusters? This study identifies four agglomeration economies that attract firms to cluster: a joint labour pool, a broad supplier and customer base, knowledge spillovers, and low transaction costs. Furthermore, it discusses the effects of aspects of the cluster structure, being the presence of internal competition, the heterogeneity of the cluster population, the entry and exit barriers, and the presence of (above mentioned) agglomeration effects. It also briefly discusses the important issue of cluster governance. This overview allows one to develop a theoretical framework to analyse clusters. In the empirical part, this framework is applied to the maritime cluster in The Netherlands. Based on empirical data, from surveys amongst firms in the maritime cluster, studies commissioned by the Dutch maritime Network and regional statistics, the presence of agglomeration economies in the cluster is shown. Secondly, it is shown that the cluster structure is beneficial for the performance. This paper finishes with conclusions and suggestions for further research.     

Do port security quality and service quality influence customer satisfaction and loyalty?

ABSTRACT

This study uses Kaohsiung Port as a case study to evaluate the relationships between port security quality, port service quality, customer satisfaction, and customer loyalty. For this purpose, a survey was conducted with shipping companies and freight forwarders in Taiwan. The results indicate that port security quality has a direct and positive impact on both port service quality and customer satisfaction; port service quality has a direct and positive impact on both customer satisfaction and customer loyalty; and customer satisfaction has a direct and positive impact on customer loyalty. However, the impact from port service quality is more significant than that of port security quality. Accordingly, this study suggests that Kaohsiung Port should concentrate on improving its service quality in order to enhance customer satisfaction and customer loyalty.     

Port e-Transformation,customer satisfaction and competitiveness

ABSTRACT

e-Transformation in container ports means port organization-wide innovative transformation encompassing internal and external value chains based on information and communication technology. There is a considerable theoretical literature on the impact of e-Transformation on business performance, but there is very little empirical study on its effectiveness in ports. The objective of this paper is to empirically investigate how e-Transformation in container port management can influence customer satisfaction and port competitiveness. The findings reveal that e-Transformation in container ports can affect customer satisfaction and port competitiveness through e-Workplace, customer relationship management and security, implying that container ports should make every effort to focus on e-transformation in these critical areas. Due to limited empirical studies in this area, the findings have provided an empirical support for the importance of e-Transformation in container terminal management and shed more light on how e-Transformation can affect customer satisfaction and port competitiveness.     

华光轮避离“利奇马”和“罗莎”台风的气象保障

2007年10月1日~10月8日华光轮在八所港到南通航行中先后避离"利奇马"和"罗莎"台风,现回顾和总结了这次避台的气象保障工作,并对中国沿海船舶防台的气象保障工作进行了探讨。     

Directness as a key performance indicator for freight transport chains

From the perspective of a transport service buyer and at the abstraction level of material flows, all transports travel directly from product supplier to product customer. In reality, however, the directness of transport services depends on factors such as geography, available infrastructure, temporary conditions, shippers' qualitative preferences, the economy of and practical possibilities for consolidation and access to return flows. This work examines directness by structuring and elaborating upon the causes of freight transport detours and briefly analysing their effect. The article also includes a discussion about the prospects of capturing directness in a KPI, and how such a measure can be designed, measured, monitored and used, as well as a brief analysis of the consequences of using it for monitoring and controlling supply chain performance.