The Beijing Tong Ren Tang Drugstore, located on the southern side of the Dashanlan Road outside Qianmen Gate, is a well-known old drugstore in the Chinese capital. In the first days after its construction, the store h...The Beijing Tong Ren Tang Drugstore, located on the southern side of the Dashanlan Road outside Qianmen Gate, is a well-known old drugstore in the Chinese capital. In the first days after its construction, the store had a pharmaceutical plant at the rear. The medicines produced and sold by展开更多
Objective To discuss the influence of the two-way psychological contract on customer loyalty to drugstores, and to put forward some suggestions for managers of drugstores to improve the customer loyalty based on the f...Objective To discuss the influence of the two-way psychological contract on customer loyalty to drugstores, and to put forward some suggestions for managers of drugstores to improve the customer loyalty based on the facts that drugstores have to give emphasis to such problems as how to keep their customers and improve customer loyalty due to the influence factors, such as the rich channels of drug purchase, the individualization of the demands for drug purchase and the strict requirements for the quality of service on the basis of psychological contract theory. Methods A total of 241 valid questionnaires were distributed in Shenyang to collect data and the data was analyzed by SPSS 24.0. Results and Conclusion The data analysis show that the transaction type and relational psychological contract of both drugstore employee’s and customer’s responsibility performance have significant influence on customers loyalty, and the transaction psychological contract of employee’s responsibility performance has the greatest impact on customers loyalty. Therefore, to improve customer loyalty, drugstores should provide reasonable services on the basis of satisfying the customers’ psychological contract, and actively guide the customers to fulfill their own responsibility so as to increase sales.展开更多
Objective To build a model to improve the customer value of drugstores,so as to enhance their core competitiveness and share the value between drugstores and customers.Methods The quality control circle(QCC)was used t...Objective To build a model to improve the customer value of drugstores,so as to enhance their core competitiveness and share the value between drugstores and customers.Methods The quality control circle(QCC)was used to establish the model based on the theory of customer life cycle.According to recency-frequencymonetary(RFM)model,a general value index evaluation system was constructed for customers in different life cycles,and an example was studied.Results and Conclusion The flow model of drugstore customer management system and the method of evaluating the customer value were designed.Taking the activities of the QCC in a drugstore as an example,the deficiencies of pharmaceutical care such as medication consultation,shortage of drug supply and irrational drug display were improved.It also promoted the transformation of customers from a starting period into stable period and improved the comprehensive value of customers,indicating that QCC was effective.Drugstores should carry out the QCC activities with different themes according to the characteristics of customers in different life circles.Meanwhile,suggestions from customers on improving the environment and facilities,service quality and management mechanism of the drugstores should be effectively adopted to promote the transformation of customers from the starting period to the stable period for the realization of the highest value.This will bring economic value to drugstores and achieve the value sharing between drugstores and customers.展开更多
文摘The Beijing Tong Ren Tang Drugstore, located on the southern side of the Dashanlan Road outside Qianmen Gate, is a well-known old drugstore in the Chinese capital. In the first days after its construction, the store had a pharmaceutical plant at the rear. The medicines produced and sold by
文摘Objective To discuss the influence of the two-way psychological contract on customer loyalty to drugstores, and to put forward some suggestions for managers of drugstores to improve the customer loyalty based on the facts that drugstores have to give emphasis to such problems as how to keep their customers and improve customer loyalty due to the influence factors, such as the rich channels of drug purchase, the individualization of the demands for drug purchase and the strict requirements for the quality of service on the basis of psychological contract theory. Methods A total of 241 valid questionnaires were distributed in Shenyang to collect data and the data was analyzed by SPSS 24.0. Results and Conclusion The data analysis show that the transaction type and relational psychological contract of both drugstore employee’s and customer’s responsibility performance have significant influence on customers loyalty, and the transaction psychological contract of employee’s responsibility performance has the greatest impact on customers loyalty. Therefore, to improve customer loyalty, drugstores should provide reasonable services on the basis of satisfying the customers’ psychological contract, and actively guide the customers to fulfill their own responsibility so as to increase sales.
基金General Projects of Social Science Planning Fund of Liaoning Province:“Boost Healthy Liaoning——Research on Collaboration of Industry-University-Research in Pharmaceutical QCC”.No.L19BGL034Key Projects of Shenyang Social Science Fund.No.SYSK2020-04-01.
文摘Objective To build a model to improve the customer value of drugstores,so as to enhance their core competitiveness and share the value between drugstores and customers.Methods The quality control circle(QCC)was used to establish the model based on the theory of customer life cycle.According to recency-frequencymonetary(RFM)model,a general value index evaluation system was constructed for customers in different life cycles,and an example was studied.Results and Conclusion The flow model of drugstore customer management system and the method of evaluating the customer value were designed.Taking the activities of the QCC in a drugstore as an example,the deficiencies of pharmaceutical care such as medication consultation,shortage of drug supply and irrational drug display were improved.It also promoted the transformation of customers from a starting period into stable period and improved the comprehensive value of customers,indicating that QCC was effective.Drugstores should carry out the QCC activities with different themes according to the characteristics of customers in different life circles.Meanwhile,suggestions from customers on improving the environment and facilities,service quality and management mechanism of the drugstores should be effectively adopted to promote the transformation of customers from the starting period to the stable period for the realization of the highest value.This will bring economic value to drugstores and achieve the value sharing between drugstores and customers.
