零售企业服务补救与顾客满意关系实证研究

零售企业作为典型的服务提供者,在服务过程中出现服务失败和顾客不满是不可避免的,这就要求企业对其失误进行补救,最大限度的降低顾客的不满,这就是服务补救。服务补救适当可以重建顾客满意,留住顾客,赢得“二次成功”。研究结果检验了零售企业的补救措施对于顾客满意的影响,以及顾客满意度形成过程中顾客感知公平的中介作用,并提出了相应的对策。     

以服务公平性为源头的旅游者忠诚驱动因素

在国内外大量相关文献的基础上,以交易营销与关系营销两大营销研究范式为基础,构建了以服务公平性为源头的旅游者忠诚驱动因素的整合模型。通过对武夷山观光旅游者进行抽样调查获取了丰富的基础数据,实证研究了服务公平性、服务质量、感知价值、旅游者满意、旅游者信任等多个前因变量的相互关系及其对旅游者忠诚的影响,探讨了两种营销范式在旅游者忠诚驱动因素整合研究中的可行性与合理性。     

The effect of management commitment to service quality on employees’ affective and performance outcomes

A service recovery performance model is proposed and tested with data from frontline bank employees in Turkey. The model is derived from Bagozzi's (1992) reformulation of attitude theory. The empirical results suggest that top management commitment to service quality, as manifested by frontline employees' appraisal of training, empowerment, and rewards, has a significant effect on their perceptions of service recovery performance. The influence of management commitment to service quality on service recovery performance is mediated by frontline employees' affective commitment to their organization and job satisfaction. Implications of the results and further research avenues are discussed. Emin Babakus (ebabakus@ memphis.edu) (Ph.D., University of Alabama, 1985) is a professor of marketing at the University of Memphis. In addition to theJournal of the Academy of Marketing Science, his research has been published in such journals as theJournal of Marketing Research, theInternational Journal of Research in Marketing, theJournal of Retailing, theJournal of Business Research, and theJournal of Advertising Research. He serves on the editorial review boards of several journals. Ugur Yavas (raxyavas@mail.etsu.edu) (Ph.D., Georgia State University, 1976) is a professor of marketing at East Tennessee State University. Besides theJournal of the Academy of Marketing Science, he has contributed to such journals as theJournal of Marketing Research, theJournal of Business Research, theInternational Journal of Research in Marketing, theEuropean Journal of Marketing, International Marketing Review, theJournal of International Marketing, Management International Review, theJournal of the Market Research Society, theInternational Journal of Service Industry Management, andLong Range Planning. He currently serves as the editor of theJournal of Asia-Pacific Business. Osman M. Karatepe (osman.karatepe@emu.edu.tr) (Ph.D., Hacettepe University, Ankara, Turkey, 2002) is an assistant professor of marketing at Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals as theJournal of Hospitality and Leisure Marketing, The Service Industries Journal, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the associate editor of theEMU Journal of Tourism Research. Turgay Avci (turgay.avci@emu.edu.tr) (Ph.D., Cukurova University, Adana, Turkey, 1995) is an assistant professor of management at Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals asThe Service Industries Journal, theJournal of Hospitality and Leisure Marketing, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the editor-in-chief of theEMU Journal of Tourism Research.     

试论我国行政信访权利救济功能的完善——对国外议会行政监察专员制度的考察与借鉴

行政信访作为一种特殊的行政救济方式,在我国的权利救济系统中有着重要的补充作用。但是由于信访机构的地位不独立、人员素质不高、调查权限较小、信访建议权威不够以及与诉讼救济关系模糊导致行政信访救济的作用受到很大限制。通过对国外议会行政监察专员制度的考察与借鉴,吸收其合理因素,改革行政信访来完善其救济功能。     

Individual differences in perceptions of service failure and recovery: the role of race and discriminatory bias

This article investigates the role of contextual cues in the evaluation of a service failure. Empirical data demonstrates that although discrimination is a factor in the evaluation of a service failure for black (vs. white) customers, contextual cues also play a role in the evaluation of the encounter. When a black customer experiences a service failure, the failure will be evaluated more severely when no other black customers are present. In addition, the context of the event differentially affects the negative emotions generated by the service failure and results in racially driven differences in the amount of remuneration perceived as necessary to successfully recover from the failure. The implication is that when serving customers, the race of both the customer and other customers can provide service providers with information relative to the appropriate service recovery effort to implement.

3Q之争:监管失灵与法律缺失情境下的企业行为选择

3Q之争已经成为中国互联网行业的经典案例.通常,所有人的行为都是个人选择的结果,而每个人的所有行为都是在局限条件约束下争取最大的利益.在目前我国互联网领域监管失灵与法律缺失、可供选择的替代性治理机制又没有建立起来的约束条件下,腾讯公司和奇虎360有足够的激励采取恶意竞争方式解决彼此之间的冲突.但对双方来说,协商解决有可...     

When customers disappoint: A model of relational internal marketing and customer complaints

The objective of this study is to examine internal marketing relationships and their influence on salesperson attitudes and behaviors in retail store environments. The authors investigate the moderating role of customer complaining behavior on the nature of these relationships. Specifically, they examine the relationship between organization-employee and supervisor-employee relationships and their association with salesperson job motivation and commitment to customer service. Customer complaints are expected to have differential moderating effects on the relationship between organizational and supervisory support and these salesperson outcomes. Our hypotheses were tested using a sample of 392 retail employees within 115 stores of a national retail organization. The model was partially supported. Theoretical and managerial implications are explored.     

品牌形象对顾客感知因素的影响——基于我国饭店业的分析

在综述顾客满意相关研究的基础上,提出饭店业的顾客满意度模型,并用实证方法对模型进行拟合评价和验证,进而对影响顾客满意的各相关因素之间的关系进行了探讨.研究表明:除了顾客预期对感知价值有直接负向影响的假设和顾客预期对顾客满意有直接负向影响的假设不成立之外,其余的假设都得到数据的支持.其中品牌形象对顾客期望、感知质量、顾客满意的直接影响非常大,而对感知价值、顾客忠诚的直接影响相对较小;感知质量对顾客价值、顾客满意和顾客忠诚的直接影响也很大.     

中国物流服务业效率评价及影响因素分析——基于我国省级面板数据的研究

现代物流业是生产性服务业的重要组成部分,物流服务业的发展有助于降低制造业成本,提升制造业竞争力。本文在测算我国物流业效率的基础上,通过构建省级面板数据,实证检验了多种因素对我国物流服务业效率的影响。研究表明:铁路运输方式、地区经济发展水平、铁路营运线密度、地区服务业发展水平有助于物流服务业效率的提升。     

餐饮业顾客满意度指数模型的实证研究--基于大学饮食服务中心的实地调研

全国性的顾客满意度指数测评工作已经获得各国普遍的关注,本文基于ACSI和中国服务业顾客满意度模型构建了我国餐饮行业顾客满意度概念模型,并对湖北宜昌市多所大学饮食服务中心的问卷调查数据进行了结构方程模型分析、检验,进而修正了初始概念模型,得到有效的餐饮业顾客满意度概念模型。最后在分析餐饮管理与服务现存问题的基础上,提出了改进的措施。     

民营企业劳资冲突的形式及其原因分析

该文基于对36家民营企业的调查数据，对引起民营企业劳资冲突的原因和职工在劳资冲突中的行为方式进行分析，并从微观层面提出缓和民营企业劳资冲突的建议。     

比较优势分析：大连旅游业发展的新思路

当前城市旅游市场间的竞争日趋激烈,面对旅游市场出现的新变化,大连市的旅游业发展需要转变旧思路。利用比较优势理论分析,大连市要立足自身特色旅游资源,并参照国内潜在竞争城市进行比较分析,力争形成具有差异化的市场竞争态势。在充分利用已有的完备的城市旅游基础设施的基础上,大连市要加大对独特地海洋旅游资源优势的利用,开发具有特色的海洋旅游产品,塑造大连本土的浪漫的海洋旅游文化。     

夸大还是低估——基于不同来源数据的出生性别比水平分析

中国的出生性别比从上世纪80年代以来出现持续偏高的现象,我国目前公布的人口出生性别比的准确性成为各界争论的焦点。通过对最新的公民身份信息数据、历年全国在校小学生人数统计数据、2000年第五次人口普查数据和2005年1%人口抽样调查数据等几组不同来源的出生性别比数据进行质量评估、相互比对和分析,可以发现由于低年龄组女孩漏报、瞒报的原因,我国目前公布的人口出生性别比略有夸大,但是从程度上而言夸大不多,大概在2-3个百分点左右。即使扣除了这2-3个百分点的影响,我国的出生性别比水平依然严重偏高,形势依然非常严峻。     

从数据挖掘角度分析数字图书馆的满意度

通过数据挖掘的方法对上海交通大学国际与公共事务学院数字图书馆的数据进行整合分析,利用数据分析工具,在丰富的数据信息中提取有用的知识。针对该校数字图书馆建设的需要,从数据挖掘的角度分析了用户对于数字图书馆的满意度情况,建立了基于Analysis Services 2000的数据模型,从而可以更好地为读者服务。     

美、日企业融资结构的比较分析

美国企业资金并不主要来源于股票市场 ,日本企业资金也不完全依赖银行。发达国家的企业一般是尽量先用内部资金积累进行投资 ,然后是向银行借款或发行债券 ,最后才是发行股票。股票市场是市场经济制度的重要架构 ,但并不是主要融资场所 ;任何企业制度下内部积累性投资都是企业融资的首要选择。我国国企融资结构畸形发展的主要症结是企业的低效率。     

快餐业服务质量对顾客忠诚影响的实证研究

服务质量是影响顾客忠诚的重要因素,是近年服务营销领域研究的热点课题。选取接受快餐业服务的顾客为调研样本,运用因子分析、结构方程模型等统计分析方法,从多维度来研究服务质量与顾客忠诚的关系。结果表明,快餐业服务质量由有形性、响应性、可靠性、保证性和移情性五个维度组成,各个维度对顾客忠诚的影响效果是不同的。     

网络经济下的政府与政府职能：基于有限政府理论的分析

市场失灵的存在必须以政府的作用来加以弥补。同时，由于政府也存在失灵的问题，政府的职能又必须是有限度的。因此，最有效的政府同时也必将是最有限的政府。本文正是根据有限政府的这一理论，对网络经济下的政府特征及其职能进行了探讨。     

Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs

As customer-organization relationships deepen, consumers increase their expertise in the firm’s product line and industry and develop increased switching costs. This study investigates the effects of customer investment expertise and perceived switching costs on the relationships between technical and functional service quality and customer loyalty. Technical service quality is hypothesized to be a more important determinant of customer loyalty than functional service quality as expertise increases. Both technical and functional service quality are hypothesized to have a reduced relationship with customer loyalty as perceived switching costs increase. Three-way interactions between the main effects of service quality, customer expertise, and perceived switching costs yield additional insight into the change in relative importance of technical and functional service quality in customers’ decision to be loyal. Six of eight hypotheses receive support. Implications are discussed for customer relationship management over the relationship life cycle. Simon J. Bell (s.bell@jims.cam.ac.uk; Ph.D., University of Melbourne) is a university lecturer in marketing at the Judge Institute of Management, the business school of the University of Cambridge. His research has appeared in theJournal of the Academy of Marketing Science, the Journal of Retailing, theJournal of Business Research, Industrial Marketing Management, andMarketing Theory, among others. His.areas of research interest include organizational learning, sales force management and internal marketing, services and relationship marketing, and corporate social responsibility. Seigyoung Auh (sauh@brocku.ca; Ph.D., University of Michigan) is an assistant professor of marketing at Brock University, Ontario, Canada. His research has been published in theJournal of Economic Psychology, theJournal of Business to Business Marketing, theJournal of Services Marketing, theJournal of Marketing Management, Industrial Marketing Management, and others. His research interests are in application of a resource-based view to marketing strategy, top management team diversity and marketing strategy, customer orientation (customer satisfaction) and loyalty, interface between marketing and entrepreneurship, and services and relationship marketing. Karen Smalley (B.Comm. Hons, University of Melbourne) is an honors graduate in marketing at the University of Melbourne.     

理财质量与公司业绩关系实证分析——来自上市公司化工行业经验数据

通过公司理财质量的六个指标与公司业绩相关性分析,研究了公司理财对公司业绩的影响。使用SPSS对数据样本进行实证分析,证明公司的偿债能力、盈利能力、资产管理能力、增长能力和分红转赠能力与公司业绩正相关,公司的获现能力与公司业绩不相关。通过文中的论证,公司管理层能够了解提高公司业绩的重要因素,并采取专门针对措施,提升公司业绩。对公司理财质量的研究分析,对于公司的业绩的提升是必要的。无论是作为公司的投资者、经营者还是公司的债权人,若要本公司的业绩有所提升,对公司理财质量是要给予高度重视的。     

旅游智业：一种特殊的新型旅游业态

随着知识经济与创意经济的兴起,现代旅游业的知识密集化与旅游业转型升级的客观要求,旅游智业作为一种特殊的新型旅游业态崛起。旅游智业具有高知识度、高创新度、高互动度、高贡献度、高责任度等特征,涉及旅游创意策划、规划设计、营销推广、管理咨询及相关领域。国内旅游智业发展空间广阔,制定服务规范、提高产品质量、加强人才培养、强化行业管理等问题应引起业界重视。