供应商关系管理关系质量信任模型研究

针对目前供应商关系管理中的关系质量研究缺乏实时决策支持,根据关系质量定义维度特点,结合已有的信任研究成果,构建了关系质量维度中的动态的信任模型。模型的特点是：根据满意和信任的关系,以满意度代替直接评分或者成功交易的概率,并充分考虑交易的重要性,提高了信任度量的精度,实现了信任模型度量得动态性。同时,设置适当的触发策略提高了模型的抗欺诈程度。仿真实验证明了该模型良好的可行性,为供应商关系管理中关系质量实时度量提供了依据。     

度量参数与空间关系描述的研究

度量参数作为对9交集拓扑关系模型所识别的关系种类的细化,在判断一种几何结构是否匹配一个空间术语时,相比于单独使用拓扑,它能提供更精确的描述。文中分析了9交集模型在实际应用中的不足以及目前的度量参数不支持带孔面对象的缺点,定义了三对细化的面面拓扑关系,并提出了一组支持带孔面对象的面对象间空间关系度量参数。这些度量参数加强了面对象间空间关系的描述,可广泛应用于空间查询和空间分析中。     

度量参数与空间关系描述的研究

度量参数作为对9交集拓扑关系模型所识别的关系种类的细化，在判断一种几何结构是否匹配一个空间术语时，相比于单独使用拓扑，它能提供更精确的描述。文中分析了9交集模型在实际应用中的不足以及目前的度量参数不支持带孔面对象的缺点，定义了三对细化的面面拓扑关系，并提出了一组支持带孔面对象的面对象间空间关系度量参数。这些度量参数加强了面对象间空间关系的描述．可广泛应用于空间查询和空间分析中。     

图象对象空间关系度量方法研究

针对图像数据库中空间查询的需求,将拓扑关系和方向关系结合,在二维投影间隔空间关系模型基础上,提出了一种新的拓扑、方向关系的度量方法。所提出的度量方法提高了空间关系相似性的度量精度,从而有效地提高了图象对象空间关系查询的准确性。     

顾及降维的多尺度空间关系广义一致性度量

目的 多尺度空间关系一致性评价是多尺度空间数据冲突检测或数据匹配的重要环节,现有方法主要集中于相同或相近比例尺空间关系的相似性计算,对尺度跨度较大、发生维度变化情形的一致性评价考虑较少,且定性的概念距离度量方法难以适用于具有维度差异的多尺度空间数据。针对上述问题,提出一种顾及降维的多尺度空间关系广义一致性度量方法。方法 首先,引入同名对象概念,分析多尺度范畴下同名对象的表现特征。考虑到维度变化对空间关系的影响,结合并扩展已有的空间关系度量方法,分别提出了广义的拓扑关系、方向关系、距离关系相似性度量方法。然后,构建小尺度场景的同名对象邻近关系图,为减少一致性计算代价,依据不同空间关系特点将邻近关系图化简为各类空间关系邻近图。最后,通过依次计算各类空间关系的相似性值和联合相似性值来判断多尺度场景空间关系表达的一致性。结果 通过对1:1万基础地理数据和1:5万派生数据进行空间关系相似性的定量计算分析,并与现有概念距离方法进行比较,验证了本文方法能更精确地度量尺度跨度较大的空间关系一致性。结论 该评价方法具有广泛适用性,可用于辅助地图综合、多尺度空间数据匹配以及多尺度空间数据建库等过程。     

基于Multi-BiLSTM-Attention的关系抽取

在关系抽取任务中,单一的长短期记忆模型只能学习到某个特定维度的特征,而卷积神经网络可以利用多个卷积核学习不同维度特征.基于上述两个特点,该文提出了一种多层双向长短期记忆-注意力模型,该方法通过给长短期记忆模型设置不同大小的隐藏层,使其能自动从原始输入中抽取不同维度的、带依赖信息的抽象特征,并利用注意力机制捕获全局信息.实验显示,该方法能显著提高中文关系抽取效果,在ACE RDC 2005中文数据集上取得71.6％的F值.     

基于隐回归的用户关系强度模型

为了科学合理地度量社会网络中用户间的有向关系强度,基于用户有向交互次,提出一个度量用户交互强度的光滑模型。将用户关系强度作为隐变量,交互强度作为因变量,构建度量用户关系强度的隐变量回归模型,并给出求解隐变量回归模型的最大期望(EM)算法。分别从人人网和新浪微博采集了数据集,从最佳好友、强度排序等方面进行了大量实验。在人人网实验中,通过关系模型选择的TOP-10好友与人工标注结果比较,得出NDCG均值为69.48%,平均查准率均值(MAP)为66.3%,与对比算法相比有明显提高;在大规模新浪微博数据集实验中,将关系强度大的节点作为传染模型的源节点的传播范围相较于选择其他节点作为源节点平均提高了80%。实验结果说明所提模型能够有效度量用户间的关系强度。     

基于层次和数据流驱动的软件可靠性分配方法

为了提高软件可靠性分配的有效性, 提出了一种基于层次和数据流驱动的软件可靠性分配方法。该方法对传统的重要度、复杂度度量方法进行改进; 针对软件系统开发初期体系结构中系统模块层次关系及模块间数据流关系进行抽象, 形成体系结构形式化定义, 建立可靠性因子的度量准则及度量模型, 依据度量模型对可靠性进行分配。最后结合实例进行了分析和验证, 结果表明了该分配模型的有效性和可行性。     

基于模块关系图的测试程序生成

分析了科学计算软件测试和度量的特点并结合程序的性质提出了描述模块之间关系的模块关系图(MRD)模型,然后研究了这一模型在软件自动测试程序生成中的具体应用。在此基础上,对回归测试中重测试模块进行了探索,提出了相应的算法。将以上研究思想应用于国家自然科学基金项目“软件可测性设计新概念—软件内建自测试”,实践证明,该模型有助于软件自动化测试的进一步研究。     

线面拓扑和度量关系的细分描述和计算方法

由于单独的拓扑关系、度量关系无法区分复杂要素之间的空间关系,在语义描述上存在歧义,提出一种二维空间R~2下空间关系的细分表达模型.该模型将面与线求交后,线面可以表示成n-1个拓扑和度量分量的序列矩阵,在语义上进行更细致的分段描述;采用折线节点微小圆求交的算法,考虑面带洞和目标的不确定性,归纳出线面拓扑关系细分判断的7个规则,以及长度、分割度等度量项的计算方法.最后以土地利用中图斑扣除线状地物计算地类面积为实例,验证了该模型和计算方法对解决实际问题的有效性.     

Modelling electronic customer relationship management success: functional and temporal considerations

Previous information systems satisfaction research predominantly focused on generic technological attributes, failing to account for the specificity of the artefact. Furthermore, viewing satisfaction as a static evaluation state, the prevalent cross-sectional approach could not account for the dynamic nature of satisfaction. In this study, we address these gaps by following a functional approach and taking a temporal view in developing and testing a model explaining the effects of various types of electronic customer relationship management (eCRM) functions on customer satisfaction in the context of online shopping. A framework based on the transaction cycle is used to classify eCRM functions into pre-, at-, and post-purchase eCRM. Two distinct temporal phases, i.e. attraction and retention, are identified. The results of a longitudinal survey involving 670 customers of hardware retailers demonstrate the appropriateness of the functional approach in investigating eCRM success and the necessity of the temporal conceptualisation of customer satisfaction. The theoretical and practical implications of these results are discussed.     

An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry

Service quality, customer satisfaction and customer value have become the priority of both manufacturers and service provider in the increasingly intensified competition for customers in today's customer-centered era. However, findings regarding service quality, customer satisfaction and customer value are rather divergent and related studies are fragmented, especially for the complicated interrelationships among them. Thus, less is known about the relative impacts of quality-related factors on customer value and customer satisfaction up to now and the moderating role of customer value in the relationship between service quality and customer satisfaction has been neglected. Further, it is very difficult to find related studies, supported by evidence, that focus on service quality, customer satisfaction and customer value, and their influences on customer behavior intentions in the telecommunication industry. In this paper, much attention is paid to the measurement model of service quality in China's mobile communication market based on the well-known SERVQUAL model, but with reasonable modification on the basis of focus group discussions and expert opinions to reflect the specific industry attributes and the special culture of China. By taking a disaggregated approach, the key drivers of service quality, customer value and customer satisfaction are first identified and the impact of customer perceived sacrifice on customer value is emphasized. Then attention is given to the systematic study of the dynamic relationships among them, especially the moderating effect of customer value on the relationship between service quality and customer satisfaction, which is followed by the examination of their influences on behavior intentions of customers. Results are based on the development of structural equation models using Partial Least Square technique.     

Connection between customer emotions and relationship quality in online music services

Previous research focuses primarily on studying the influence of emotions on satisfaction in online music services, whereas few studies analyse their effects on trust and commitment. This study specifically examines the interaction role of emotions in relationship quality (i.e. a higher-order construct composed of commitment, satisfaction and trust). We hypothesise that emotions will exert a direct effect on relationship quality, but will also moderate the relationship between its components. An empirical survey is used to test the hypotheses. Data are collected from a total of 408 users of online music services from the UK, Germany and Denmark. The results provide strong support for the proposals that, on the one hand, satisfaction and trust lead customers towards developing high commitment to online music services; and, on the other hand, emotions are important quasi-moderators to engage in online service relationships. The results of this study could help online music service providers (a) to create a successful business model; and (b) to determine the main drivers of online loyalty.     

Symbolization of mobile phone and life satisfaction among adolescents in rural areas of China: Mediating of school-related relationships

Mobile phone is popular among residents in rural areas of China, especially among the adolescents. The aim of the present research was to investigate how the attitude towards mobile phone as a social status symbol affected life satisfaction of adolescents living in rural areas of China. Teacher-student relationship and student-student relationship as important interpersonal relationship indicators of adolescents were included as mediator variables. Participants were 656 adolescents (316 girls, M_age = 14.43 ± 1.67 years), and they were surveyed on the attitude towards mobile phone as a social status symbol, teacher-student relationship, student-student relationship, and life satisfaction in the present research. Results showed that the attitude towards mobile phone as a social status symbol reduced life satisfaction. What's more, attitude towards mobile phone as a social status symbol could reduce life satisfaction via teacher-student relationship, as well as via teacher-student relationship and student-student relationship in sequence. We concluded that the attitude towards mobile phone as a social status symbol is a new risk factor of adolescents' development.     

Impact of the quality of information products on information system users' job satisfaction: an empirical investigation

Abstract. In recent years, researchers and practitioners have paid increasing attention to the effects of information systems on work-related outcomes. The purpose of the reported research is to investigate the influence of information systems on work-related outcomes. A model is derived from prior research that considers direct effects of quality of information product on job satisfaction along with indirect effects through role conflict and role ambiguity. Results from a field study of 368 users indicated that quality of information product has a positive relationship with job satisfaction. However, role ambiguity and role conflict mediated this relationship. A causal path model identified that quality of information product influenced job satisfaction through role conflict and role ambiguity. Role conflict and role ambiguity fully mediated the relationship between quality of information product and job satisfaction. The results identify the role of information systems in influencing users' work related outcomes. In view of the importance of job satisfaction in motivating employees, IS designers and researchers should pay greater attention to the need for designing quality systems that not only meet their primary information delivery objectives, but also take into account the task and organizational design issues that may influence the work environment of users.     

A manufacturing-oriented model for evaluating the satisfaction of workers – Evidence from Turkey

Job satisfaction, in terms of worker's satisfaction, is one of the intensively studied areas in human resource and management. However, there is little information available on how ergonomics and the manufacturing environment affect job satisfaction. This study analyzes the extent of the relationship between job satisfaction and work and workplace related conditions. A conceptual model is proposed to evaluate job satisfaction that considers 34 elements in four categories: manufacturing systems, facility design, safety and ergonomics, and human resources and management. A survey of 169 blue-collar workers working in the automotive industry was conducted to investigate the applicability of the model. A comprehensive exploratory factor analysis was used to determine inter-related elements, their underlying factors and their effects on job satisfaction. The analysis revealed 6 factors with 18 related elements. From a multi linear regression analysis, we develop a job satisfaction model built on factors of human resource policies, safety, ergonomics, air quality, thermal comfort and disturbing equipment. The results reveal that ergonomics plays the most important role in workers' satisfaction for the respondent Turkish automotive workers. In contrast, human resource policies seem not play a critical role in job satisfaction because of higher standards in automotive industry compared to other industries in Turkey.     

An Integrated Model for Customer Relationship Management: An Analysis and Empirical Study

Ensuring customer satisfaction and maintaining long‐term relationships with customers have become essential for survival among competitive service industries. The present study addresses this need by proposing a conceptually integrated four‐phase model that incorporates elements of customer relationship management (CRM) and customer satisfaction (represented by the extended American Customer Satisfaction Index model). Then, this study formulates structural equation modeling to test various research hypotheses related to the effect of the CRM initiative. An empirical study of 143 leading Taiwanese service firms distributed among seven service industries was conducted. The implementation levels of various constructs, input (customer knowledge), service provision (customer interactions), output quality, perceived quality, perceived value, perception of customer satisfaction, customer loyalty, purchasing intention, and profits of CRM are assessed in a range of service industries by means of a questionnaire survey and in‐depth interviews. The results of the empirical study reveal statistically significant influences among various constructs of the CRM integrated model. These results also represent a useful reference for managers of service organizations that could be used to improve the profitability and implementation level of CRM. The present study represents an important investigation in the development of an integrated CRM implementation system for service industries. © 2012 Wiley Periodicals, Inc.     

Effect of trust level on mobile banking satisfaction: a multi-group analysis of information system success instruments

Mobile banking is increasingly being used for banking service applications. However, few empirical studies have been conducted on mobile banking services. Therefore, the current study focuses on whether or not trust in mobile banking influences the relationship between customer satisfaction and perceptions of the system quality, information quality and information presentation of mobile banking. Using the partial least squares approach, the analysis reveals that information quality and system quality influence customer satisfaction, whereas information presentation does not have an effect on customer satisfaction. Moreover, the research model articulates how perceptions of the system quality, information quality and information presentation of mobile banking moderated by trust influence customer satisfaction with this type of service.     

Enhancement of condominium management based on the effect of quality attributes on satisfaction improvement

Condominium management (CM) businesses rely on continuous improvements to service quality (SQ) to increase consumer satisfaction (CS) and thereby improve operations. Lacking knowledge of SQ and CS results in poor efficiency. To develop cost-effective strategies for improvements, the relationship between SQ and CS must be investigated. This work proposes novel procedures to explore the relationship between identified SQ attributes and CS in the CM business. First, we conduct exploratory factor analysis to cluster intrinsically similar attributes into three constructs and identify significant attributes for subsequent assessment. Furthermore, resident satisfaction scores (RSSs) are computed to assess the relative importance rate (RIR) of investigated attributes by applying an adapted multivariate method to regress the RSSs on the performance of SQ attributes. To facilitate the decision-making process, the service-quality model evolved from the integration of an improved Kano’s approach and importance-performance analysis (IPA) is utilized to develop a prioritized strategy for satisfaction improvements in the CM business.