顾客

This article unified the customer personalization demand the characteristic, the existence question as well as the production and the dispatch production management system has done the preliminary research, the union case analysis based on the customer personalization demand production and the dispatch to the economic development function, narrated and commented the existing some production scheduling method, proposed that the utilization blending inheritance algorithm solution based on the customer personalization demand's production scheduling question's methodology, has simultaneously established take the customer demand as the guidance production scheduling architecture.

本文结合顾客个性化需求的特点、存在的问题以及生产与调度生产管理系统做了初步的研究，结合案例分析基于顾客个性化需求的生产与调度对经济发展的作用，评述已有的一些生产调度方法，提出运用混合遗传算法解决基于顾客个性化需求的生产调度问题的方法论，同时建立了以顾客需求为导向的生产调度体系结构。

Secondly, this thesis take a demonstration research based on the theory analysis, as a result we find that the dirve factors of customer value—perceived quality, perceived brand image, perceived social value, have direct and remarkable effect.

在此基础上，以轿车顾客进行实证研究，结果显示，顾客价值的驱动因素——感知质量、感知品牌、感知社会价值对竞争优势都有直接的显著性影响，而感知价格则是通过顾客满意、顾客忠诚间接对竞争优势产生影响。

On the basis of expectation disconformity pattern, considering simultaneously equity pattern and need disconformity pattern, this model introduces perceptive equity and perceptive price variables, and designs the corresponding observable variables and path relations for these structural variables.

该模型在期望不一致模式的基础上，同时考虑了公平模式和需要不一致模式，引入感知公平和感知价格变量，并为这些结构变量设计了相应的观测变量和路径关系，建立了由顾客满意、企业形象、感知价格到顾客忠诚三条路径关系，改变了传统模型中从顾客满意到顾客忠诚路径过于单一的情况。

The second part for 2-5, carried on the detailed treatise to each step of the article frame. Among them, chapter 2 mainly introduces the theories of total value management and real estate, paves the way to analyze the next substances; chapter 3 introduces the basic theories on value engineering and the significance of value engineering application in project decision-making, and finally indicates the processes and methods of value engineering application in project decision-making with particular analysis of a case; Chapter 4 describes the management of customer value, this part use the factorization methods and factorize the factor of customer value, establishes the step analysis evaluation model, use the SPSS software to analysis the data, scooping out the "latitude degree" that concealed, which customers pay attention to. According to these, this part puts forward the factor classification and improvement; Chapter 5 describes the society responsibilities that the real estate enterprises should afford, constructs a system of target about society value management and poses the specific methods of society value management.

第二部分是本文的主体部分，为二到五章，第二章主要介绍了全面价值管理和房地产的基本理论，为下面的分析做好基础；第三章介绍了价值工程的基本原理以及应用价值工程的意义，并通过案例与理论的结合，论述了价值工程在项目决策应用中的程序和方法；第四章介绍了顾客价值的管理，这部分尝试用因子分析方法把顾客价值因素作为变量，建立顾客价值管理的层级评价模型，利用SPSS统计软件对调查数据进行分析，挖掘变量背后掩藏的"纬度"，即顾客关注的大的价值要素，并根据这些要素的重要性提出了价值要素分类以及改进的思想；第五章描述了房地产企业应承担的社会责任，构建了房地产企业社会价值管理指标体系，并指出了其进行社会价值管理的具体办法。

We proposed that customer in-store positive moods, perceived product quality, and perceived service quality may be mediating variable between displayed positive emotions, recommendation, and ingratiation and customers purchase intentions.

本研究试图去探讨销售人员采取正面情绪表达、推荐战术及逢迎战术与顾客购买意愿之关系，并以顾客在店内的正向心情、顾客知觉产品品质，以及顾客知觉服务品质为中介变数。

On the background that frequent disruptions occur in the logistics,there is a kind of disruption,which is caused by the request changes of customers,such as,new requests by the new customers,requests cancelling,service in advance/lingeringly,and demand changes,and when they occur,not only the customers disrupted are not serviced according to the plan,but also the customers in succession to them are affected.

在物流配送过程中经常发生的对正常物流配送产生干扰和不良影响事件中，有一类干扰是来自于顾客方面的不确定性，表现为顾客取消需求，新的顾客提出服务请求，顾客突然提出了提前或延后交货、变动交货地点或者改变了需求量等。

Enterprises must innovate the marketing tactics and marketing way in order to meet knowledge type customer"s demands, Knowledge marketing has offered solved tools as innovative mode of marketing those enterprises in era of knowledge-driven economy, in the marketing system of knowledge, traditional 4Ps marketing association tactics also have been given the new meaning, formed the 4Is marketing association tactics (such as Individual product and service, Price Indenture, The Platform Bases onInternet, Knowledge Intercourse)that have already been realized and proved in practice, Except the innovation of marketing association, the way of knowledge marketing is innovating constantly too, Learning Marketing and Experience Marketing is two ways among them, They direct against three kinds of rare resources on the knowledged customer to design concrete marketing method, tool in order to obtain the knowledged customer"s attention and trust separately, Learning Marketing attracts the attention of the knowledged customer according to the knowledge learning and exchanging of enterprises" marketing employee, management employee and the whole society. Experience Marketing let knowledged customer participate in the course of the products or the service according to consumption experiencing, a kind of special marketing mode. Not only met the characteristic that the knowledged customer is fond of participation but also obtained the knowledge type customer"s trust.This article includes five chapters:Chapter one preface introduces such questions as writing background, original intention of the selected title and thinking frame in the writing course of this article and expounds the reason emphatically that how to choose knowledged customer to summarize the new customer group. Study is a way to obtain knowledge; knowledge is an achievement of study also includes the customer"s self- innovation, meanwhile, proves to the small difference between the customer and customer.Chapter two put forward the knowledged customer"s concept, defines the knowledge customer"s definition and analyze its intension and epitaxy, also discusses rare resources on the knowledged customer. This article defines the knowledged customer as those groups and individuals that utilize knowledge to guide one"s own consumption practice and constant study and carry on the knowledge innovation constantly, they have completely new traits different from the old customer, time

企业必须对营销策略和营销方式进行创新以满足知识型顾客的需求，知识营销作为知识经济时代企业的一种营销创新模式为我们提供了一个解决工具，在知识营销体系中，传统的4Ps营销组合也被赋予了新的意义，形成了4Is营销组合(即个性化的产品和服务Individual product and service、基于协商下的价格约定Price Indenture、基于网络的信息技术平台The Platform Bases on Internet、知识的交流Knowledge Intercourse)，4Is营销组合已被越来越多的企业意识到并在企业的营销实践中得到了验证；除了营销组合的创新，知识营销的营销方式也在不断地创新，学习营销和体验营销便是其中两种方式，它们针对知识型顾客身上的三种稀缺性资源设计具体的营销方法、工具分别用以获取知识型顾客的注意力和信任度，其中学习营销通过企业内部营销人员、管理人员和企业外部全社会的知识学习、交流来吸引知识型顾客的注意；体验营销则通过消费体验这种特殊的方式让知识型顾客参与到产品或服务的过程

Customer segmentation is a critical step to the success of target or segment marketing. The effectiveness of customer segmentation depends on a good number of variables such as customers' demographic, behavioral, geographic, and psychographic characteristics. However, the huge combinations and correlations among variables make customer segmentation a challenging task, even with the aids of information technologies. The industry is desperate for effectual and powerful tool for excavating customer knowledge from the large accumulated data in the corporate database management system.

摘要顾客分群对於目标行销或市场切割的成功与否都是一个重要的关键步骤，顾客分群结果的优劣取决於其所采用的分群因子，顾客分群中常使用的分群因子有顾客的人口统计资讯、行为特徵、地理性资讯与心理方面的特徵等，然而，这大量与因子复合交错的资讯使得顾客分群成为企业的一个挑战，并且渴望寻求一个能够从大量累积的资料库系统中挖掘知识的工具。

Be polite and amiable to customers, even the customer is angry with vehemence and bad words, you should still response with courtesy and patience instead of censuring and heckling. To make customers vent their anger and speak out what they want to is a good way for solving the concrete problem in the next step.

对顾客要和颜悦色，甚至言辞激烈难听，都不要责难、诘问，顾客言谈间更不要插话，要让顾客把想说的一口气说出，顾客把想说的说出了，顾客内心的火气也就消了一半，这样就便于下一步解决具体问题。

The result indicated that the service quality of engine overhaul shop v.s customers' satisfaction had significant difference;the interaction of service quality and organization performance of engine overhaul shop v.s customers' satisfaction had significant difference;and different service point distance、organization scale and customers' military rank v.s service quality 、organization performance and customers' satisfaction all had no significant difference.

研究结果发现：发动机修护工厂的服务品质对顾客满意度有显著差异；服务品质与组织效能两因素的交互作用对顾客满意度均有显著差异；及不同的服务点距离、组织规模与顾客阶级服务品质、组织效能与顾客满意度等均无显著差异，在所有24项假说中检定不成立者计3项、成立与部分成立者亦计21项；另由各变数之积差相关分析得知，服务品质构面之有形性因素与各因素间为微弱或无相关，顾客后续行为意图与其他各因素大都为低度相关，其余因素间的相关性大体上均为中、高度相关。

The split between the two groups can hardly be papered over.

这两个团体间的分歧难以掩饰。

This approach not only encourages a greater number of responses, but minimizes the likelihood of stale groupthink.

这种做法不仅鼓励了更多的反应，而且减少跟风的可能性。