Optimization and coordination of South-to-North Water Diversion supply chain with strategic customer behavior

The South-to-North Water Diversion （SNWD） Project is a significant engineering project meant to solve water shortage problems in North China. Faced with market operations management of the water diversion system, this study defined the supply chain system for the SNWD Project, considering the actual project conditions, built a decentralized decision model and a centralized decision model with strategic customer behavior （SCB） using a floating pricing mechanism （FPM）, and constructed a coordination mechanism via a revenue-sharing contract. The results suggest the following： （1） owing to water shortage supplements and the excess water sale policy provided by the FPM, the optimal ordering quantity of water resources is less than that without the FPM, and the optimal profits of the whole supply chain, supplier, and external distributor are higher than they would be without the FPM; （2） wholesale pricing and supplementary wholesale pricing with SCB are higher than those without SCB, and the optimal profits of the whole supply chain, supplier, and external distributor are higher than they would be without SCB; and （3） considering SCB and introducing the FPM help increase the optimal profits of the whole supply chain, supplier, and external distributor, and improve the efficiency of water resources usage.

The Impact of Fitness between Consumers and Product-harm Crisis on the Online Dysfunctional Customer Behavior

With the popularization of the Internet,this technology has changed the form of information dissemination. The information will spread quickly when food product harm crisis happens,and the phenomenon that information of product-harm spills over is very common. This article is based on " Frustration- Misbehaving" research paradigm,combined with the information dissemination motivation theory,discusses that the fitness between the consumers and the crisis will promote consumers' dysfunctional customer behavior. The study found that the fitness between the consumers and the crisis has significant effect on consumers' dysfunctional customer behavior,perceived social damage has a mediator effect between fitness and consumers' misbehavior,and the moderating effect of consumers' aggression tendency is significant,but not the emotional tendency. The theoretical contribution and valuable implications of findings for communication of crisis management are discussed at last.

Customer Tiered Purchase Forecast by Mobile Edge Computing Based on Pareto/NBD and SVR

Mobile edge computing is trending nowadays for its computation efficiency and privacy.The rapid development of e-commerce show great interest in mobile edge computing due to numerous rise of small and middle-sized enterprises(SMEs)in the internet.This paper predicts the overall sales volume of the enterprise through the classic ARIMA model,and notes that the behavior and arrival differences between the new and old customer groups will affect the accuracy of our forecasts,so we then use Pareto/NBD to explore the repeated purchases of customers at the individual level of the old customer and the SVR model to predict the arrival of new customers,thus helping the enterprise to make layered and accurate marketing of new and old customers through machine learning.In general,machine learning relies on powerful computation and storage resources,while mobile edge computing typically provides limited computation resources locally.Therefore,it is essential to combine machine learning with mobile edge computing to further promote the proliferation of data analysis among SMEs.

The Effect of Emotion on Consumer Behavior in the Fan Economy

Fans’customer behavior is highly susceptible to emotions.Emotions play an important role in the interaction of consumers and objects of interest in the fan economy.Based on the bounded rationality hypothesis of game participants,the game model is constructed by using the emotional function.On this basis,we used the dynamic system theory to dynamically replicate the equations of the general 2×2“Eagle Pigeon”evolutionary game,analyzed the behavior of both sides in the evolution,and got the equilibrium point between the two sides of the game to explain the mechanism of influence of emotions on customer behavior in fan economy.

Application of Markov decision process in customer behaviour

Customer is the source of business income,a stable customer base is the guarantee of enterprise survival and development of enterprises by using Markov decision process,decision-makers in the new decision point in time,to the latest state of observation system and adopt an original decision,decided in a well-posed option set an action sequence,and then choose to create value and total revenue in this sequence the most significant behavior,obtain the best marketing strategy,formulate relevant enterprise actual customer,dynamic programming model.

A Data Mining Based Approach to Customer Behaviour in an Electronic Settings

The understanding of customer incidents and behaviour is crucial to the success of any organization. Evidence from literature shows a prediction pattern of products to customer. These studies predicted product characteristics leaving out the customers characteristics. To address this gap, this study aims to design datamining system and implement it on an electronic commerce organization website. The customer information and history (clickstreams) from the electronic commerce website was used to predict the customers’ behaviour. This will give meaningful and usable data patterns to organizations. Python programming language was used to design the datamining system, while PHP, HTML, and JavaScript were used for the e-commerce website. A brief description of the background of e-commerce and data mining, previous work of researchers who have worked on data mining in e-commerce settings, was reviewed and the relationship between their findings and this work was established. The data mining system utilizes consensus clustering technique and the clustering algorithm with a graphical-based approach. Furthermore, the interaction between the data mining system and the customer’s dataset on an ecommerce website was defined. Quantitative evidence for determining the number and membership of possible customer behavioural clusters within the dataset was generated.

顾客授权行为对员工服务主动性的影响和作用机制研究

从资源保存理论视角出发,引入心理可得性和权力需要作为中介和调节变量,通过一项时间滞后的问卷设计和两项基于场景的实验设计,深入探讨了顾客授权行为对员工服务主动性的影响机制和作用边界。研究结论表明:顾客授权行为对员工服务主动性具有显著正向影响;心理可得性在顾客授权行为与员工服务主动性之间起中介作用;权力需要不仅调节顾客授权行为对员工心理可得性的直接作用,还进一步调节顾客授权行为通过员工心理可得性对其服务主动性的间接效应。

控股股东私利行为、客户治理与企业绿色创新——基于中国上市公司的经验研究

以2012—2021年A股非金融上市公司为样本,理论分析与实证考察控股股东私利行为对企业绿色创新的影响以及关系客户对此的治理效应。研究结果表明,控股股东私利行为显著降低了企业绿色创新水平,而客户的治理能力能有效弱化控股股东私利行为对企业绿色创新的负面影响,揭示了客户治理效应的存在。基于影响机理的进一步分析发现,客户对控股股东私利行为的治理效应在低现金持有水平、过度投资企业中表现得更为显著。基于企业外部治理机制的进一步分析显示,在影响控股股东私利行为与企业绿色创新关系的过程中,客户治理与产品市场竞争治理、机构投资者持股治理之间存在显著的替代关系。对此,企业应建立健全内部治理与监督机制,加强客户资源管理。

Empirical Study of Brand-Customer Relationship Based on Customer Lock-In in Chinese Banking

The central construct of customer lock-in （CL） is measured and its role along with that of consumer loyalty in influencing the brand-customer relationship is tested. Using data collected from focus groups, a measurement model for CL is developed, and a structural equation model consisted based on literature review and our own theory is established. Moreover, the moderating effects of CL on the relationship between perceived value （PV） and brand relationship quality （BRQ） , as well as that between BRQ and brand loyalty （BL） based on data collected through a survey have been tested. Results indicate that consumer satisfaction is a critical factor in establishing brand-customer relationship, and the attitudinal brand loyalty is the key to obtain brand behavioral loyalty. Furthermore, CL tactics, such as decreasing consumers＇ learning cost and transactional cost facilitate the relationship building between customer and brand, while involuntary lock-in may have an adverse effect in the relationship building process. In addition, involuntary lock-in and loyalty program help in obtaining consumers＇ behavioral brand loyalty but not their attitudinal loyalty.

虚拟品牌社区角色压力对顾客抱怨行为的影响研究

角色压力作为影响个体行为的压力源受到了学者们的广泛关注,但研究主要集中在正式组织中,鲜有学者关注角色压力在非正式组织中的作用。文章基于角色压力理论和资源保存理论探讨虚拟品牌社区角色压力对顾客抱怨行为的影响及中介机制。通过收集309名虚拟品牌社区成员的样本数据进行实证分析,结果发现:角色压力越大越可能促使顾客产生抱怨行为;角色压力不仅会直接影响顾客抱怨行为的产生还会通过影响顾客倦怠进而影响顾客抱怨行为;个体所拥有的个人资源会负向调节角色压力与顾客倦怠的关系。

顾客授权行为对员工工作重塑的影响:有调节的中介模型

基于自我决定理论,通过373位员工多时点追踪样本探讨顾客授权行为对员工工作重塑的影响及其机制和作用边界,结果表明:顾客授权行为正向影响员工工作重塑,角色宽度自我效能感在这一过程中起正向调节作用;和谐式工作激情在顾客授权行为和工作重塑之间起部分中介作用;角色宽度自我效能感不仅强化了顾客授权行为与和谐式工作激情的正向关系,还进一步强化顾客授权行为通过和谐式工作激情影响员工工作重塑的间接效应。

社会信息加工视角下服务型领导对员工顾客导向偏离行为的影响机制研究

以社会信息加工理论为基础,通过构建双中介-双调节模型考察员工顾客导向偏离行为的前因机制,采用多时间点的问卷调查方法,对服务企业477名一线服务员工的调查数据进行分析。研究结果表明:服务型领导正向影响员工顾客导向偏离行为,顾客导向倾向和越轨创新动机在其中发挥中介作用;服务氛围能够强化服务型领导对顾客导向倾向、越轨创新动机的影响,自我决定感能够强化顾客导向倾向、越轨创新动机对员工顾客导向偏离行为的影响;服务氛围和自我决定感二者均调节顾客导向倾向、越轨创新动机在服务型领导与员工顾客导向偏离行为之间的中介效应。

机器人餐厅顾客体验的感知、满意与行为意向研究

通过文献和顾客评论提炼消费者感知因子,采用结构方程模型验证消费者行为意向及其影响机制。研究发现:(1)基于机器人餐厅顾客的线上评论,顾客行为意向的三个测评维度为:智能化环境设计、智能化协同服务、智能化食物控制。(2)智能化食物控制、人机协同、环境设计对顾客感知和满意度的影响均正向显著。(3)基于机器人餐厅消费者语境服务深入分析,发现食物控制对顾客满意度影响最大,同时,验证了机器人餐厅顾客感知、满意与行为的逻辑关系。

创新视角下制造企业服务化对企业绩效的影响研究

基于2013~2021年中国沪深两市制造企业样本,探究产品导向型和客户导向型服务化与企业绩效的关系,以及创新行为、创新投入强度和数字化的调节作用。研究表明:两类服务化均可提升企业绩效;利用式创新对“产品导向型服务化-绩效”存在倒U形调节作用;探索式创新对“客户导向型服务化-绩效”存在U形调节作用;创新投入强度与数字化可增强两类服务化提升企业绩效的能力。进一步分析表明,中国制造企业尚未出现服务悖论,数字化则增强了产品导向型服务化对客户导向型服务化的促进作用。

智能客服服务情境下用户回避行为机制的研究——基于扎根理论和叙事研究的探索

[目的/意义]用户回避行为是人工智能时代下人机交互过程中的一种消极反应。探究用户对智能客服的回避机制,提升消费者对智能客服的体验感和留存率,已成为业界关注的热点。[方法/过程]整合扎根理论和叙事研究方法,通过对访谈资料的编码分析,提炼出77个初始概念、25个基本范畴和7个主范畴。研究梳理范畴间的关系和作用机制,构建智能客服用户回避行为机制的理论模型。[结果/结论]用户从使用智能客服到触发回避行为会经历一系列心理和认知变化的过程;当回避驱动因素和需求满足程度影响用户心理和行为时会受到用户的个体因素和情境因素的制约。

人工智能技术助力品牌年轻化的策略研究

随着人工智能(AI)技术的发展,品牌营销环境发生了显著变化,企业需要充分借助人工智能技术来推进品牌年轻化。人工智能技术在消费者行为分析、个性化营销策略、品牌形象塑造和消费者互动等方面具有独特优势,通过数据挖掘、个性化推荐、品牌自动更新等方式,可以极大提升品牌年轻化的精准性和高效性。目前,人工智能技术在企业推进品牌年轻化的营销管理过程中,还面临着观念认知、基础能力建设以及伦理道德等诸多问题,需要企业着力破解技术崇拜,强化基础能力建设,并做好社会责任构建和伦理风险防范等具体工作。

网红代言人温暖特质对品牌幸福感的影响

基于模仿理论和动机改变理论,深入探究网红代言人温暖特质对品牌幸福感的影响机制及作用边界。三个实验的结果表明:网红代言人温暖特质显著正向影响品牌幸福感;共情、顾客公民行为分别起到中介作用,且二者共同起到链式中介作用;社会距离负向调节了网红代言人温暖特质对共情的正向影响和共情的中介作用,以及共情与顾客公民行为的链式中介作用。

Customer Joining Behavior and Regulation Strategy in Visible Multi-Server Queues with Synchronous Vacations of Partial Servers

This paper studies customer joining behavior and system regulation strategy in nonexhaustive visible M/M/m queues with synchronous vacations of a part of the servers.Once this part of the servers are idle,they take multiple vacations simultaneously(vacation period).Until there are customers waiting in the queue,they are reactivated and all servers are busy or idle(busy period).The authors call this part of the servers as“partial servers”.In view of the fully visible queue and the almost visible queue,the authors obtain customers’equilibrium joining threshold strategies and their socially optimal joining threshold strategies,respectively,and observe that customer joining behavior in equilibrium generally makes the system overcrowded,which makes the equilibrium social welfare lower than the optimal social welfare.After regulation,interestingly,for optimizing social welfare,the system manager hopes not only customers arriving in vacation period pay attention to the number of partial servers,but also customers arriving in busy period should care about it rather than ignore.Moreover,arranging more servers for vacation does not necessarily lead to the decrease of social welfare on condition that the number of partial servers is close to m.As for the information advantage of the fully visible case,it is not obvious for increasing social welfare and even unfavorable to servers’profit unless the number of partial servers is big enough.Furthermore,given the different composition of social welfare,there exists the optimal number of partial servers and the optimal arrival rate of customers for maximizing social welfare.

酒店机器人包容性服务定位与社会阶层的交互作用对顾客公民行为的影响

基于共情理论,探讨酒店机器人包容性服务定位和社会阶层的交互作用对顾客公民行为的影响机制及边界条件。通过3个情境实验,研究发现:对于低社会阶层,相比非包容性服务定位,机器人包容性服务定位更能促进其顾客公民行为;对于高社会阶层,机器人包容性服务定位和非包容性服务定位对顾客公民行为的影响不存在显著差异。机器人包容性服务定位与社会阶层的交互作用对顾客公民行为产生影响,顾客情感共情在其中起到中介作用,其他群体导向存在显著调节作用。若个体的其他群体导向较高,则高社会阶层消费者面对机器人包容性服务定位时,其顾客公民行为会显著增加。