On December 3, 2008, the Fourth China Retail Forum held by CRRC was held in Tsinghua SEM, with the theme of the forum as Thirty Years' Development of Retailing in China: Improving Customer Satisfaction. The opening ceremony of the forum was presided by Prof. CHEN Guoqing, the director of CRRC and the executive vice-dean of Tsinghua SEM, and the topic seminar was presided by Prof. LI Fei, the executive vice-director of CRRC.
MEN Xiaowei, the deputy director of the Commercial Service Department, the Ministry of Commerce, presented at the forum and delivered a speech. She pointed out that the global financial crisis had made a great impact on the real economy in China. Retailing was greatly impacted by the crisis for its marketization and complete opening. Steps on improving distribution establishment, distribution structure and consumption security were put forward by the Ministry of Commerce. Business management and service should be improved for expanding domestic demand and increasing consumption.
Prof. XIE Weihe, the vice-president of Tsinghua University, presented at the forum for the fourth time and delivered a speech. He highly praised China Retail Forum for its brand effect, influence, cohesive force and contribution. This forum with the theme as improving customer satisfaction will build up the consumers' confidence in retailing and economy in China.
The guests attended the forum include leaders of famous retail enterprises and directors of associations, which are from China Market Association, Suning Appliance Co., Ltd, Beijing Mansion Cuiwei Co., Ltd, Beijing Modern Plaza, Hiersun Diamond, Parkson Group, Beijing Xidan Friendship Group, Beijing Mansion Guiyou Co., Ltd, Xidan Pacific Department Store Co., Ltd, Belle International Holdings Limited, Beijing Huaxi Changan Commercial Center Co., Ltd, Beijing Dragon Asset Management Holdings Limited, Yangzhou Huiyin Group, Inzone Mall Co., Ltd Shandong, Guangzhou Department Store Group Co., Ltd, and so on.
Prof. WANG Gao, the vice-director of CRRC, published A Study on Retail Customer Satisfaction in China, the third book of the Series Study on Chinese Retail Industry, and analyzed the objective of customer satisfaction research. GAO Tiesheng, the director of China Market Association, SUN Weimin, the vice-president of Suning Appliance Co., Ltd, ZHANG Lijun, the president of Beijing Mansion Cuiwei Co., Ltd, and JIN Yuhua, the general manager of Beijing Modern Plaza delivered speeches at the forum. They all emphasized the importance of customer satisfaction, and pointed out that improving customer satisfaction and customer loyalty will promote the market share and core competence of the enterprise. HUANG Guoxiong, professor of Renmin University of China, summarized and analyzed how to face the impact of the financial crisis.
At the scholars forum, professors and guests of Nankai University, Dongbei University of Finance and Economics, Xi'an Jiaotong University, University of International Business and Economics, Chinese Academy of International Trade and Economic Cooperation, China Commercial Economic Research Center, China Chain Store and Franchise Association discussed the development of retailing and retailing research in China, and provided advice on development of CRRC, including improving communication and academic contribution.
Since the establishment in 2004, the center published the annual research achievements in the form of the Series Study on Chinese Retail Industry, including The Development of Chinese Retail Industry (1981-2005), Innovations in Retailing Management in China, and A Study on Retail Customer Satisfaction in China. This forum with the theme as improving customer satisfaction will contribute to the development of retailing in China. The guests at the forum were confident of the future of retailing in China. Due to the success of the previous three forums, this forum was paid more attention by the retail scholars and enterprises, becoming one of the most influential forums in both the academic and enterprise circles in retailing in China.