基于客户价值和满意度的城市冷链物流时变路径问题

针对车辆保有量日益增加和拥堵情况日趋严重而造成的城市冷链物流时效性不强、客户价值不高、顾客满意度降低等问题，综合考虑客户价值、客户满意度以及成本等因素，提出一种城市冷链物流时变路径优化方法。考虑到冷链配送过程中不同时段的道路拥堵问题，采用分段函数刻画车辆行驶速度，并同时考虑时间窗和车辆载重量等约束，建立了多目标数学模型。使用线性加权法和主要目标法对多目标进行处理，将其转换成单目标数学模型。结合问题NP难特性，设计了单亲遗传算法对小、中、大规模算例进行了求解，结果表明：与未考虑客户价值模型相比，该模型在平均增加3.28%成本的情况下，提高14.96%的客户价值和14.64%的满意度；与未考虑成本模型相比，该模型在减少1.55%的客户价值的前提下，节约17.32%的成本；对比静态路网模型，模型减少0.92%的成本，提高6.27%的客户满意度和16.06%的客户价值。通过对目标函数中成本权重和客户价值权重进行参数分析，表明成本和客户价值之间存在明显的背反关系。     

Incorporation of customer satisfaction in public transport contracts – A preliminary analysis

The design of public transport contracts provides an opportunity to define service quality standards to which an operator can be held accountable. While the specification of service quality standards is a common practice, the relationships between the specifications and customer satisfaction are often methodologically unclear. Based on a South African case study, the paper uses data collected from a group of passengers who have personal cars but choose to use public transport, and a control group of passengers who only use their cars, in the same corridor as the user group, to estimate a service quality conjoint model. The model is used to evaluate the effect of different public transport service packages, defined in terms of different combinations of service attributes, on passenger satisfaction. The paper confirms the need to classify service attributes in terms of their relative impact on passenger satisfaction, at the service design stages, where performance in respect of some attributes has a disproportionate impact on satisfaction, especially where public transport is competing directly with private transport. Practical applications and limitations of the methodology are also discussed.     

基于顾客价值的高速公路市场营销模式

以广州北环高速公路为研究对象，对其高速公路市场营销模式进行分析研究。通过分析，得出该公司成功的最大原因是基于顾客价值链，在高速公路出人口周边经济带中有意识培育关联产业，有针对性地开发高盈利能力的顾客，最大限度吸引和稳住自己的盈利顾客群体，从而培育了自己的核心竞争能力，确保了收入和效益的稳定增长。     

基于模糊理论的公路旅客满意度综合评价研究

在分析影响公路旅客满意度因素的基础上,综合考虑公路旅客满意度影响因素以及评价指标的模糊性,提出可以应用模糊数学方法对公路旅客满意度进行评价。在此基础上,建立了公路旅客满意度模糊综合评判模型,并应用实例验证了模型的实用性。     

基于模糊熵的物流企业客户满意度评价模型

客户满意度在不同的行业与企业有着不同的定义,其评价标准也难以确定。针对物流企业客户满意度评价问题,采用三角模糊数对定性指标进行处理,采用熵评价的方法将信息质量反映到组合权中,最终结合层次分析法确定组合权重,从而改进了传统层次分析法确定权重的方法。     

提高铁路旅客满意度的模糊分析及策略研究

从铁路旅客运输的特点和消费者满意度的主观特性出发,分析了影响铁路旅客满意度的主要因素.并采用模糊综合评价方法,结合铁路旅客问卷调查结果,对目前铁路旅客满意度水平进行了综合评价.并就如何提高和改进铁路运输服务质量和服务水平、提高铁路运输的综合竞争力提出了相关建议措施.     

城市居住区交通稳静化行为意向研究

本文重点探讨城市居住区交通稳静化问题,对7个居住区拥有机动车和非拥有机动车家庭共计2313人进行了居民区交通影响调查,结果表明：两组人群对居住区内路边停车及行驶的态度差异显著,非拥有组拒绝率明显高于机动车拥有组（P〈0．05）;而对是否限制机动车进入居住区及停放居住区外的稳静化措施两组存在显著差异,拥有组拒绝率明显高于非拥有组（P〈0．05）。     

Socioeconomic factors affecting the job satisfaction levels of self-employed container truck drivers: a case study from Shanghai Port

The job satisfaction level (JSL) of self-employed container truck drivers (SCTDs) is vital to the container trucking industry’s (CTI) stability in China. An anonymous field survey of 645 SCTDs was conducted at Shanghai Port. Three ordered probit models were, respectively, developed to analyze the drivers’ JSLs, their attitudes, and reactions to a CTI downturn. This study contributes to the literature that the demographic variables were not statistically significant for the SCTDs’ current JSLs, while higher income SCTDs with fewer expenses were expected to have higher JSLs. During an industry downturn, drivers with families in Shanghai showed more job dissatisfaction. More working hours, lower income, expensive diesel fuel, a high consumer price index (CPI), and a low freight-to-distance ratio (FDR) significantly lowered the JSLs. An increase in the price of diesel fuel and the CPI, and a lower FDR exposed the industry to risk and instability. Additionally, credible evidence indicated that as the dissatisfaction levels of SCTDs rise in a downturn, SCTDs implement more practical measures that may negatively affect the industry’s stability as well as society’s. Based on these findings, managerial or policy implications were proposed to efficiently improve SCTDs’ JSLs and CTI stability in Shanghai.     

多模式公共交通服务乘客满意度调查

我国城市多种公共交通方式共存发展成为保证公交优先政策的基本前提,不仅需要大规模建设公交网络和场站设施体系,更要重视一体化的公交服务体系构建,以确保公交日常运营的高效化,为所有出行者提供具有吸引力并可以承受的公共交通服务.乘客满意度调查是得到使用者对公交服务感受和评价的最直接手段,为把握公交服务现状和提高服务质量提供依据.本文首先在经验借鉴的基础上提出乘客满意度调查的关键因素;然后,从服务过程入手分析适用于我国城市多种公交方式的满意度调查问卷设计思路;最后,提出实施乘客满意度调查的步骤和注意事项.     

第三方物流企业的员工满意度管理

文中首先对员工满意度和第三方物流的相关文献进行了系统的梳理,厘清二者关系的基础上,归纳出影响第三方物流企业员工满意度的主要因素;在此基础上,对如何提升第三方物流企业员工满意度管理水平提出了相应的对策和建议。