Please wait a minute...
New Technology of Library and Information Service  2006, Vol. 1 Issue (2): 76-82    DOI: 10.11925/infotech.1003-3513.2006.02.18
Current Issue | Archive | Adv Search |
Instance Study on Customer Service Operation and Information Asymmetry Control
Wang Qingguo   Cai Shuqin
(School of Management, Huazhong University of Science and Technology, Wuhan 430074, China)
Export: BibTeX | EndNote (RIS)      

Combined with the basic datum of customer service operation of a domestic machinery manufacturing enterprise,an empirical study is given. Based on the SD conceptional model, the SD model of service system in the instance enterprise is constructed, and the validity of the model is tested. The simulative studies including information asymmetry control of product price, information asymmetry control of product quality, controls of service operation strategies and adjustment of information strategies are carried out, and the results are very important to the customer service operations of the enterprise. 

Key wordsInformation asymmetry control      Customer service operation      Instance study      SD model     
Received: 10 November 2005      Published: 25 February 2006


Corresponding Authors: Wang Qingguo     E-mail:
About author:: Wang Qingguo,Cai Shuqin

Cite this article:

Wang Qingguo,Cai Shuqin. Instance Study on Customer Service Operation and Information Asymmetry Control. New Technology of Library and Information Service, 2006, 1(2): 76-82.

URL:     OR

1王庆国. 基于信息不对称控制的制造-分销型企业客户服务运作研究. 博士学位论文,华中科技大学图书馆,2005
2付红桥. 营销信息不对称度变化与控制研究.博士毕业论文,华中科技大学图书馆,2004
3Jackson Donald W, Janet E Keith and Richard K Burdick. Purchasing Agents’Perceptions of Industrial Buying Center Influence: A Situational Approach. Journal of Marketing, 1984,48(3):75-83
4Silk Alvin J and Manohar U Kalwani.  Measuring Influence in Organizational Purchase Decisions.  Journal of Marketing Research, 1982, 19 (May):165-81
5Bristor Julia M. Influence Strategies in Organizational Buying: The Importance of Connections to the Right People in the Right Places. Journal of Business-to-Business Marketing, 1993, 1(1):63-99
6Kohli Ajay K. Determinants of Influence in Organizational Buying: A Contingency Approach. Journal of Marketing, 1989,53(July):50-65
7McQuiston and Peter R Dickson. The Effect of Perceived Personal Consequences on Participation in Organizational Buying. Journal of Business Research. 1991,23 (September):159-177
8Venkatesh R, Ajay K Kohli, and Gerald Zaltman. Influence Strategies in Buying Centers.  Journal of Marketing. 1995, 59(October):71-82
9福雷斯特. 工业动力学.科学出版社,1985
10苏懋康. 系统动力学原理及应用. 上海交通大学出版社.1988
11王其藩. 高级系统动力学. 清华大学出版社. 1995

[1] Fu Zhenzhen,Lu Wei. The Search Engine Optimizing Strategy and Evaluation Based on Keywords[J]. 现代图书情报技术, 2009, 25(6): 61-65.
[2] Jiang Hua. Research and Implement of Semantic Search Technology Based on Ontology[J]. 现代图书情报技术, 2008, 24(4): 39-43.
[3] Peng Wei. An Improved Matching Algorithm of Semantics Web Services[J]. 现代图书情报技术, 2007, 2(10): 76-79.
[4] Han Yahong,Liu Yongge . A Shudy on Web Services Composition Based on Ontology[J]. 现代图书情报技术, 2007, 2(5): 36-40.
[5] Fu Honghu,Zhang Xiaolin . Research on Passage Retrieval and the Algorithms[J]. 现代图书情报技术, 2007, 2(2): 39-43.
[6] Huang Ying. The Approaches and Languages of Information Services Description[J]. 现代图书情报技术, 2005, 21(5): 53-56.
  Copyright © 2016 Data Analysis and Knowledge Discovery   Tel/Fax:(010)82626611-6626,82624938