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市场研究 2006年第6期 5-7页

作者： Timothy L.Keiningham tiffany perkins-munn Lerzan Aksoy Demitry Estrin 李海岚 Ipsos Loyalty 美国纽约摩根士丹利证券市场机构土耳其伊斯坦布尔KOC大学管理科学和经济学院益普索(中国)

大多数研究者和企业管理人员都认为客户满意度和企业期望的经营结果成正相关.研究发现,客户满意对购买意愿具有可测量的影响,而且对于客户保持和企业的经营业绩也有同样的影响.同时,有关研究也认为,客户满意度与花费份额(SOW)、公司的... 详细信息

大多数研究者和企业管理人员都认为客户满意度和企业期望的经营结果成正相关.研究发现,客户满意对购买意愿具有可测量的影响,而且对于客户保持和企业的经营业绩也有同样的影响.同时,有关研究也认为,客户满意度与花费份额(SOW)、公司的营业收入也有正相关的关系.

关键词：客户满意度企业盈利企业管理人员经营结果购买意愿经营业绩客户保持营业收入正相关研究者

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品牌管理与客户满意度管理相结合以实现利润最优化

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市场研究 2006年第4期 5-9页

作者： Timothy L. Keiningham Lerzan Aksoy tiffany perkins-munn Terry G. Vavra 陈珂

要实现利润最优化,企业必须将以品牌和以客户为中心的测量指标结合运用.要准确地对将来的购买行为进行预测,需要综合考量以品牌为中心的测量指标(比如品牌偏好)和以客户为中心的测量指标(比如客户满意度).本文作者采用两个不同行业的数... 详细信息

要实现利润最优化,企业必须将以品牌和以客户为中心的测量指标结合运用.要准确地对将来的购买行为进行预测,需要综合考量以品牌为中心的测量指标(比如品牌偏好)和以客户为中心的测量指标(比如客户满意度).本文作者采用两个不同行业的数据对这两类指标的预测能力进行了研究.他们发现经理们要想对市场有最准确的理解和预测诊断,就需要将这两个方面结合起来.相比从单一角度进行考量,这种结合能够对消费份额有更准确的预测.

关键词：以客户为中心品牌管理实现利润最优化满意度管理测量指标预测能力客户满意度购买行为品牌偏好

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Demonstration of the test-retest reliability and sensitivity of the Lower Limb Functional Index-10 as a measure of functional recovery post burn injury:a cross-sectional repeated measures study design

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Burns & Trauma 2016年第2期4卷 153-159页

作者： Margaret E.Ryland tiffany L.Grisbrook Fiona M.Wood Michael Phillips Dale W.Edgar School of Physiotherapy and Exercise Science Curtin UniversityBentley 6102WAAustralia School of Physiotherapy and Exercise Science Curtin UniversityBentley 6102WAAustralia Fiona Wood Foundation of Western Australia Fiona Stanley Hospital11 Warren DriveMurdoch 6150WAAustralia Fiona Wood Foundation of Western Australia Fiona Stanley Hospital11 Warren DriveMurdoch 6150WAAustralia State Adult Burn Unit Fiona Stanley HospitalLevel 411 Warren Smith DriveMurdoch 6150WAAustralia Burn Injury Research Unit The University of Western AustraliaCrawley 6009WAAustralia Harry perkins Institute of Medical Research The University of Western AustraliaCrawley 6009WAAustralia Fiona Wood Foundation of Western Australia Fiona Stanley Hospital11 Warren DriveMurdoch 6150WAAustralia State Adult Burn Unit Fiona Stanley HospitalLevel 411 Warren Smith DriveMurdoch 6150WAAustralia Burn Injury Research Unit The University of Western AustraliaCrawley 6009WAAustralia Burn Injury Research Node The University of Notre Dame Australia19 Mouat StFremantle 6160WAAustralia

Background:Lower limb burns can significantly delay recovery of *** lower limb functional outcomes is challenging in the unique burn patient population and necessitates the use of reliable and valid *** aims of this study were to examine the test-retest reliability,sensitivity,and internal consistency of Sections 1 and 3 of the Lower Limb Functional Index-10(LLFI-10)questionnaire for measuring functional ability in patients with lower limb burns over ***:Twenty-nine adult patients who had sustained a lower limb burn injury in the previous 12 months completed the test-retest procedure of the *** addition,the minimal detectable change(MDC)was calculated for Section 1 and 3 of the *** 1 is focused on the activity limitations experienced by patients with a lower limb disorder whereas Section 3 involves patients indicating their current percentage of pre-injury ***:Section 1 of the LLFI-10 demonstrated excellent test-retest reliability(intra-class correlation coefficient(ICC)0.98,95%CI 0.96–0.99)whilst Section 3 demonstrated high test-retest reliability(ICC 0.88,95%CI 0.79–0.94).MDC scores for Sections 1 and 3 were 1.27 points and 30.22%,*** consistency was demonstrated with a significant negative association(rs=?0.83)between Sections 1 and 3 of the LLFI-10(p<0.001).Conclusions:This study demonstrates that Section 1 and 3 of the LLFI-10 are reliable for measuring functional ability in patients who have sustained lower limb burns in the previous 12 months,and furthermore,Section 1 is sensitive to changes in patient function over time.

关键词： Outcome measure Questionnaire Lower limb function Internal consistency Minimal detectable change Burn

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An objective measure for the assessment and management of fluid shifts in acute major burns

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Burns & Trauma 2018年第1期6卷 21-32页

作者： Pippa Kenworthy Michael Phillips tiffany L.Grisbrook William Gibson Fiona M.Wood Dale W.Edgar Fiona Wood Foundation Fiona Stanley HospitalPerthWestern AustraliaAustralia School of Physiotherapy and Exercise Science Curtin UniversityPerthWestern AustraliaAustralia Burns Service of Western Australia Fiona Stanley HospitalPerthWestern AustraliaAustralia Burn Injury Research Node Notre Dame UniversityFremantleWestern AustraliaAustralia Harry perkins Institute of Medical Research The University of Western AustraliaPerthWestern AustraliaAustralia School of Physiotherapy Notre Dame UniversityFremantleWestern AustraliaAustralia Adult State Burns Service Fiona Stanley HospitalMurdoch DriveMurdochWestern Australia 6150Australia.

Background: Major burns are life threatening. Fluid resuscitation is required for survival to maintain intravascular volumes and prevent hypovolemic shock. Bioimpedance spectroscopy (BIS) has been recognised as a potential method of monitoring fluid shifts after burn and in other disease states. The aims of this study were to examine the reliability of BIS across different dressing conditions and electrode positions, establish the influence of Acticoat?on BIS variable measures and determine the validity of whole-body BIS to assess net fluid shift in the presence of moderate to major burns. Methods: An observational longitudinal cohort study was conducted from December 2014 to February 2016. Patients with over 15% total body surface area (TBSA) burns and injury less than 48 h were enrolled in the study. BIS triplicate measures were collected in an open wound and with an ActicoatTMdressing (at 5 half hour intervals). Standard and alternate electrode placements were utilised for the reliability analysis and standard placement only for determining the validity of BIS in moderate to major burns. The ImpediMde SFB7 was used to collect whole-body and segmental BIS measures. Stata statistical software, release 14 was utilised to analyse all results. Descriptive analyses were performed and were reported using the means and standard deviations (SD). Results: BIS-repeated measures established BIS raw resistance (R), and predicted volume variables were reliable in any condition (intra-class correlation coefficient (ICC) 0.996-0.999, 95% confidence intervals (CI) 0.996-0.999) without a systematic difference. Acticoat?dressings significantly influenced all BIS-predicted volumes (p≤0.01) as determined by multilevel mixed effects (MLME) linear regression analysis. Validity of BIS was demonstrated by resistance variables significantly decreasing with increasing net ionic fluid shift and increased TBSA (severity of injury) and calculated fluid volumes increasing with increasing net f

关键词： Bioelectrical impedance Oedema Wounds Fluid resuscitation Dressings

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