The Impact of Information Technology on Service Quality,Satisfaction,and Customer Relationship Management(Case Study:IT Organization Individuals)

Recent research and studies have shown that Information Technology(IT)has a significant impact on service quality,customer satisfaction,and customer relationship development.With the proliferation and penetration of technology in all aspects of life,organizations are responding to the implications and opportunities that IT creates in relation to customer services.The main objective of using information technology in organizations is to increase customer satisfaction,service quality,and customer relationship management,which the authors will focus on here.Enhancing service quality,improving customer satisfaction,and establishing close and sustainable customer relationships are key advantages of leveraging information technology in this field.This article examines the impact of information technology on service quality,customer satisfaction,and customer relationship development and provides strategies and models for organizations to improve customer satisfaction and establish closer connections with them through the use of information technology.Seventy individuals from the IT field were used to evaluate the proposed model.The proposed model was compared with three models:SEM,regression,and decision tree,and the results demonstrated better performance of this approach.

Predicting User Satisfaction of Non-volitional Enterprise Systems: An Example From Telecomunications

The rapid pace of technological change has seen information and communication technologies become the digital backbone of developed nations’ economies and a pre-requisite for global trade. Some enterprise systems are however more than mere facilitators, they provide the bedrock without which organizations could not function;we term these mandatory systems “non-volitional”(NVS). With hyper-growth in demand for connectivity, telecommunications are typical of sectors where NVS shape the fiercely competitive landscape. Among them, Billing & Revenue Management Systems (BRMS) are a form of credit, providers deliver a service and subscribers later pay for that service. As such, they are “business critical”, meaning failures may affect an organization’s ability to conduct its core business. Failures also impact user satisfaction, a key measure of information systems success. However, relatively few studies empirically test this notion;fewer still evaluate it at organizational (rather than individual) level, while there is a dearth of literature investigating non-volitional systems and, to the best of our knowledge, none whatsoever consider ways of predicting user satisfaction for BRMS. According to a renowned and widely cited conceptual model, user satisfaction is influenced by information, system, and service quality respectively. To test this theory for telecoms BRMS, we applied structural equation modelling to investigate which of these dimensions has the most effect. The results indicate that information quality, system quality, service quality, and user satisfaction are all valid measures of BRMS success. Hypothesized relationships between the four success dimensions were significantly substantiated. The study also identified five measures of information quality, four measures of system quality, four measures of service quality, and four measures of user satisfaction. Once the proposed model had been successfully validated, we tested the level of significance among user satisfaction and the three quality dimensions. Findings showed that service quality had the strongest influence on user satisfaction, with information quality second. This is quite different from other applications considered in our literature review which mostly have information quality as having the strongest impact (knowledge management systems apart).

From institutional merger integration to institutional strategic transformation:A case study of the strategic management paradigm at Shanghai Library

This article attempts to apply the strategic management theory to the subsequent shaping up of a readjusted strategic development policy for Shanghai Library after its merger with the Institute of Scientific and Technological Information of Shanghai(ISTIS)in 1995.It also tries to analyze and explicate such an empirical implementation of institutional reintegration process through strategic management at Shanghai Metropolitan Library.By doing so,it aims to present an objective case study of activities based on the strategic management paradigm at a major Chinese metropolitan public library.

医院档案规范化信息化建设对管理工作的实施影响分析

目的:探讨医院档案管理中规范化信息化建设对管理工作的影响。方法:研究对象为医院负责档案管理的20名工作人员,选取时间为2021年3月至2023年3月。2021年3月至2022年3月实施常规管理措施,设为对照组,2022年4月至2023年3月实施规范化档案信息化建设,设为研究组。分析管理措施实施前后工作人员的工作素质、管理质量以及对管理措施的满意度。结果:研究组、对照组工作人员的工作素质各指标差异分析显示,前者评分更高(P<0.05);与对照组相比,研究组管理质量评分显著较高(P<0.05);研究组对管理措施的满意度明显高于对照组(P<0.05)。结论:档案信息化建设的实施可提高管理质量,提升工作人员的服务素质与工作满意度,可加以推广。

奢侈品供应链中的信息共享与协同管理研究

随着社会经济的发展,人们对于生活品质的追求日渐提高,对奢侈品的需求量也逐渐提升,有效的信息共享和协同管理对于提高奢侈品供应链的效率、降低生产经营成本、改善客户满意度和增强奢侈品供应链的整体市场竞争力至关重要。然而,奢侈品供应链信息共享和协同管理仍存在一定的问题。因此,本文通过深入分析奢侈品供应链的问题和不足,并提出切实可行的解决方案,可以有效提高奢侈品供应链的效率,从而实现奢侈品供应链的持续发展。

基于门店数字化的正餐顾客生命周期管理研究——以ES淮扬菜餐厅为例

为持续改善正餐企业与正餐业态会员的关系,并降低会员流失的风险,通过对顾客生命周期管理现状的分析,提出针对性的SaaS(软件即服务)解决方案和应用策略。以ES淮扬菜餐厅为例,验证SaaS应用在正餐顾客生命周期管理中的实际可行性。实证研究结果表明,基于门店数字化的正餐顾客生命周期管理能够显著降低正餐顾客的流失数量,促进餐厅单店业绩增长。因此,对于正餐企业来说,这种基于门店数字化的管理策略具有重要的实际应用价值和推广意义。

电力服务指挥“AI小助手”的研究与应用

随着科技的不断发展,人工智能技术(Artificial Intelligence,AI)在电力行业中的应用越来越广泛。利用AI技术,可以设计并实现一个功能全面、响应迅速的电力服务指挥“AI小助手”。通过分析“AI小助手”在电力行业实际工作中的应用,表明电力“AI小助手”作为电力行业智能化转型的重要工具,有着广阔的应用前景和重要的实际意义。

新形势下电力客户服务管理及满意度的提升策略

目前,电力行业已进入了一个全新的发展阶段,必须从多个方面进行改革,才能适应新形势下的发展需要。其中,提高客户服务管理水平是当前电力企业工作中面临的一个重要问题。基于此,文章主要探讨了在新形势下如何对电力客户服务进行管理及如何提高电力客户满意度。

The Application of Artificial Intelligence and the Interactive Voice Recognition in the Banking Industry in Sri Lanka

This research was conducted in qualitative approach.The researcher has worked with developing a framework based on the concept of artificial intelligence(AI)to introduce a new model.On that purpose,primary data were collected from hundred customers who enjoyed in services of interactive voice recognition(IVR)in the Banking Industry in Sri Lanka based on interviews with an open-ended question.The researcher has coded the collected data to spot the patterns to identify and analyze the core relationship in between AI and IVR;to discuss and to revise the developed model.The samples are selected in accordance with the intention to extract relevant information,and thus,the researcher has used non-probability sampling aimed to find respondents that had some experiences with any types of services in IVR.Data were analyzed by labeling them as“codes”and the researcher went through all the labels that were constructed in the previous stage;these were then categorized once more into themes.These themes and labels were then used to spot indications and patterns in the data that the researchers used when analyzing their primary data.The findings of this study suggest that customers are skeptical towards in interactive voice recognition in telephone customer services and believe that the service quality would be lower than regular telephone service.The findings did however reflect that customers are willing to cope or adjust to new technology as long as there are alternatives them to be satisfied.

测绘地理信息行业管理与服务平台的设计与实现

为推动行业高质量发展,规范测绘市场秩序,测绘地理信息主管部门提出要加强“双随机、一公开”监督检查、测绘行业信用体系建设等方面来强化测绘活动的事中事后监管。本文以测绘项目为抓手,提出了从项目招投标、项目备案、成果汇交、成果应用到“双随机”巡查、信用体系建设的全闭环管理思路,基于WebGIS、数据融合、大数据、工作流等技术,构建了面向省市县三级管理部门的测绘地理信息行业管理与服务平台,阐述了该平台的需求分析、数据组织、技术架构、主要功能和应用情况,并在江苏省等地进行了实地应用,可为国内省级测绘行业管理平台的建设提供参考。

TOWARDS REAL-TIME CUSTOMIZED MANAGEMENT OF SUPPLY AND DEMAND CHAINS

Our focus herein is on developing an effective taxonomy for the simultaneous and real-timemanagement of supply and demand chains.More specifically,the taxonomy is developed in terms ofits underpinning components and its research foci.From a components perspective,we first considerthe value chain of supplier,manufacturer,assembler,retailer,and customer,and then develop aconsistent set of definitions for supply and demand chains based on the location of the customer orderpenetration point.From a research perspective,we classify the methods that are employed in themanagement of these chains,based on whether supply and/or demand are flexible or fixed.Interestingly,our taxonomy highlights a very critical research area at which both supply and demandare flexible,thus manageable.Simultaneous management of supply and demand chains sets the stagefor mass customization which is concerned with meeting the needs of an individualized customermarket.Simultaneous and real-time management of supply and demand chains set the stage forreal-time mass customization(e.g.,wherein a tailor first laser scans an individual's upper torso andthen delivers a uniquely fitted jacket within a reasonable period,while the individual is waiting).Thebenefits of real-time mass customization can not be over-stated as products and services becomeindistinguishable and are co-produced in real-time,resulting in an overwhelming economicadvantage.

数字化预防接种门诊对儿童免疫不良反应信息管理的影响

目的 探讨数字化预防接种门诊对基层儿童免疫不良反应信息管理质量影响。方法 选择时间为2021年7月—2022年8月,病例挑选准则基于所编辑电脑随机抽选程序,最终挑选得到的研究对象为相应时间段内于基层医院预防接种门诊儿童免疫者152例,按照所开展教学方式的不同分为对照组与观察组,各76例。对照组接受干预方式为常规接种,观察组接受干预方式为数字化预防接种,比较最终所得结果。结果基层接受疫苗接种的各流程所消耗的时间均更高的为使用常规干预方式的对照组(P <0.05)。对于接种整个流程的服务满意程度均更高的为观察组(P <0.05)。在接种完成后出现各种类型不良反应发生率均相对更高的为对照组(P<0.05)。结论 针对基层预防接种门诊在实施儿童接种的过程之中,使用数字化预防接种模式,使得临床所接受的预防接种各流程时间得到缩减,能够更好地避免儿童出现一系列的免疫反应,让儿童以及家属获得更加高质量的接种服务满意度。

企业产出增长的新动力:服务业开放政策视角

利用2005-2017年中国上市企业数据,考察上游服务业外资管制放松和下游企业产出的关系。研究发现,服务业外资开放政策的实施显著促进了下游企业产出的增长。这种积极作用主要体现在处于成长期、雇佣技术人才数量较多、竞争程度较高行业的企业中。细分上游服务行业后发现,流通服务业外资管制放松的产出效应最大。从影响机制看,一方面,服务业开放缓解了下游企业与海外消费者之间的信息摩擦,拓展了企业的海外市场,从需求端激励企业生产;另一方面,服务业开放还为下游企业带来了先进的管理知识,提升了企业管理能力,从供给端助力企业高效生产。研究结论为中国下一步通过市场化改革来盘活闲置资源、调动经济增长潜能提供了新思路。

客户关系管理(CRM)的评述与展望

近年来 ,有关客户关系管理 (CRM)的研究受到了学术界与和企业界愈来愈多的关注 ,其理论与应用的研究已获得一些成果。在简要介绍 CRM发展历程之后 ,本文尝试从人文管理与信息技术两个不同角度对目前 CRM研究领域的部分工作做一简单的回顾与评述 ,同时指出应该侧重于人文管理和系统的思考 ,以利于进一步的研究工作的开展。

服务业顾客满意概念模式回顾研究

在回顾服务业顾客满意的相关文献的基础上,对服务业顾客满意研究理论的演进进行了梳理,归纳出顾客满意的研究主题将遵循着“原因→过程→结果→行为”不断向前推进,研究焦点也由正向的顾客满意→负向的服务失误→服务失误补救→顾客保留或转移行为等持续向后延伸.同时整合不同学者的研究结论,提出衡量顾客满意与顾客感知的服务质量的难点和提高顾客满意度的途径.

电力市场下发电公司和大用户间电力交易的双方叫价拍卖模型

随着我国电力体制的改革和发电侧竞争市场的建立,在需求方很快也会引入竞争,并建立完全开放的双边电力市场。在完全开放的双边电力市场下,大用户直接购电问题已成为我国电力改革的重大课题。研究发电公司和大用户如何建立有效的报价策略具有十分重要的理论和实践价值。作者提出一种直接交易方式,由大用户直接与发电企业进行一对一的交易,并自定价格。因而,这是发电公司和大用户的双方叫价拍卖问题,通过对双方叫价拍卖的交易规则进行描述。针对发电公司的生产成本和大用户的估价是私有信息的情况,建立了完全开放市场下发电公司和大用户的双方叫价拍卖的不完全信息贝叶斯博弈模型,并求解贝叶斯纳什均衡,给出了发电公司和大用户的均衡报价策略。

网络信息服务业与客户满意管理

The basic concept and characteristics of customer satisfaction management and the management mechanism and structure of network information service industry are described.It’s pointed out that customer satisfaction management is the orientation of network information service industry.

基于CRM的企业销售管理信息系统

开发基于CRM的销售管理信息系统有利于企业降低销售成本、提高客户满意度。研究了基于CRM的销售管理信息系统的特征与信息流程 ,并结合某计算机系统集成有限公司销售管理信息系统的开发 。

电子商务个性化信息服务用户满意影响因素实证研究

[目的/意义]随着电子商务的快速发展,信息爆炸式的增长使得电子商务个性化信息服务越来越成为电商企业赢得用户的重要法宝。因此,开展电子商务个性化信息服务用户满意影响因素的研究具有十分重要的理论意义和现实意义。[方法/过程]围绕"个性化信息服务与用户满意"这一主线,构建电子商务个性化信息服务用户满意影响因素理论模型,并运用结构方程进行实证研究,通过AMOS软件对模型和数据进行分析,探讨变量之间的相关关系及作用大小。[结果/结论]研究结果表明,用户预期对用户满意没有直接影响,用户心智模式对用户满意存在间接影响,用户感知和用户需要对用户满意有正向影响,感知价值对用户满意有正向影响,感知需要差异对用户满意有正向影响。

酒店员工满意度与顾客满意度的互动影响模式研究

酒店业本身的特殊性,在追求利润的同时,还要追求顾客满意和员工满意。酒店员工满意度与顾客满意度之间既相互依存又相互矛盾。为了解决这一矛盾,本文基于服务利润链理论,提出了酒店员工满意度、顾客满意度以及利润三者之间的互动影响循环模式,并分别对其三个阶段进行了解析。最后提出酒店在注重顾客满意的同时也不能忽视其员工满意,应当为二者创造一个循环互动的良性环境。