Effects of time pressure,type of shopping,and store attributes on consumers’ satisfaction with grocery shopping

The aim of this study is to investigate whether satisfaction with grocery stores is affected by type of grocery shopping in conjunction with time pressure, and which attributes are important for satisfaction. Fictitious grocery stores are constructed according to a fractional factorial design by varying access, price level, supply quality/range, and service quality. In an Internet survey, 1023 Swedish consumers rated satisfaction with major vs. fill-in shopping imagining they were under high or low time pressure. The results showed that satisfaction is higher for fill-in shopping than major shopping, that time pressure has no effect on satisfaction, and that price level, service quality, and product quality/range are more important for satisfaction with major shopping, whereas access is more important for satisfaction with fill-in shopping. It is also found that the importance of attributes for satisfaction depends on type of shopping more than on individual characteristics.     

政府规制下众创空间创业生态系统发展的演化博弈分析

为应对经济转型与大众创业难的重大挑战，发展众创空间创业生态系统以推动大众创业、万众创新已成为我国政府当务之急，而政府扶持是促进众创空间创业生态系统健康发展的重要手段。运用MATLAB仿真分析和演化博弈理论，研究众创空间创业生态系统发展过程中三方参与者，政府、众创空间及创业企业的初始意愿以及政府规制对三方参与者行为策略演化的影响。研究发现：（1）相较于政府对创业企业直接补贴模式，政府对众创空间进行补贴更有利于众创空间向提供优质创业服务和创业企业向接受孵化方向演化。（2）众创空间创业生态系统发展初期，政府行为策略向积极规制方向演化，待众创空间创业生态系统发展成熟后，政府行为策略向消极规制方向演化。（3）相较于政府规制，众创空间创业生态系统发展中三方参与主体的初始意愿对三方行为策略演化的方向和速度影响更加显著。政府积极规制初始意愿、众创空间提供优质创业服务初始意愿以及创业企业接受孵化初始意愿较低时，政府规制对众创空间和创业企业行为演化的影响微弱，但当各主体相应初始意愿较高时，较低的政府规制水平即可实现较高的预期目标。     

Perceptions of Quality in the Nonprofit Relationship

Longstanding relationships achieved through satisfying donors are a critical success factor in resource development for most nonprofits, but relatively little is known about the relationship between quality and satisfaction from the perspective of major donors. This study among 218 major donors examines a widely accepted method for assessing service quality-SERVQUAL-in a nonprofit context. The results of the study extends findings in other service context and underscores the strategic benefits of a quality orientation for nonprofits.     

我国会计监管模式研究

会计信息作为一种重要的社会资源,在促进社会资源优化配置、加强企业经营管理和为国家宏观调控服务等方面发挥着重要的作用。然而这种作用发挥得如何则取决于会计信息质量的高低。一个合理的会计监管模式是会计信息质量保证的主要因素。从会计监管主体、客体、标准以及责任等分析中来看,应健全我国会计监管体系,构建合理的会计监管模式,以减少会计信息失真,保证会计市场、资本市场的运作。     

Does relationship quality matter in e-services? A comparison of online and offline retailing

The quality of the relationship between customers and service firms has been found to be a major driver of customer loyalty in traditional (i.e., offline) service contexts. The increasing use of electronic services, or e-services, raises questions concerning the extent to which the relationship quality-customer loyalty link holds in an e-service context. Based on an extended model of relationship quality and by applying the social information processing perspective, this research tests the relevance of relationship quality for online relationships and explores differences of the relationship quality-loyalty link between online and offline retailers. To test the model, a large-scale study is conducted on both online and offline relationships for two service contexts (media and travel retailing). Using multi-group structural equation modeling, the authors identify differences between the online and offline environment in both service contexts. Results show that (1) relationship quality is similarly important for retaining customers online and offline and (2) differences in the impact of relationship-quality dimensions strongly depends on the service context.     

物流服务质量理论研究进展(1989-2020)--基于系统文献回顾法的研究述评

近年来,国内外物流产业发展迅速,有关物流服务质量的研究日益增多,但缺乏全面而系统地描述物流服务质量的比较普适的模型,物流服务质量应由哪些维度构成、研究中应如何在众多物流服务质量评价模型和评价方法中进行取舍成为困扰物流学术界的难题。为着力解决这些问题,弥补理论研究缺口,通过在国内外主要文献数据库中检索1989—2020年间关于物流服务质量的学术论文,并根据研究问题筛选确定67篇中文论文和73篇英文论文进行文献分析。借助系统文献回顾方法进行分析发现,最基础的物流服务质量评价维度主要包括时间性、可靠性、移情性、流程和误差;现有研究使用的物流服务质量评价模型及评价方法主要是SERVQUAL模型、LSQ模型、Kano模型和统计分析方法;对于物流服务质量的研究,国内外在研究内容、研究方法、研究主体等方面存在较大差异,国内研究尽管发展迅速,但与国际水平相比差距依然明显。鉴于此,为进一步提升未来物流服务质量理论研究水平,应注重从物流企业角度开展研究并提供令顾客满意的方案以改进服务质量,加强对冷链物流、众包物流、铁路物流等“小众”行业物流服务的研究以拓展物流服务质量的研究领域,注重结合不同情境对SERVQUAL模型、LSQ模型等基础物流服务质量模型加以改进,重视物流服务质量研究方法创新,通过对混合模型及多种实证方法的运用,提升研究结果的科学性和客观性。     

Exploring the Impacts of McService on Customers’ Loyalty: An Emerging Market’s Perspective

The aim of the study is to examine the key service quality attributes that affect Korean consumers’ loyalty toward McDonald’s in Korea. A survey instrument was developed to examine the key service quality attributes that influenc Korean consumers’ loyalty. The surveys were distributed to Korean college students. The results of the study suggest that social place and employee service quality are the two major dimensions that significantly affect Korean respondents’ intent to return to McDonald’s. Interestingly, convenience, value, and food quality were not found to be major dimensions that impact Korean respondents’ intention to return to McDonald’s. This finding is starkly different from the common belief that McService is based on value and covenience, as emphasized by McDonald’s value statements. The results of the study suggests that Korean consumers view McDonald’s as a social gathering place and expect high service quality from McDonald’s.     

Interpretive structural modeling for E-electricity utility service

Service quality has been recognized as one of the major factors for an organization's sustainability. It is one of the driving forces for an organization??s achievement. Service quality may be represented by the comparison between customers?? expectations of how a company or organization should perform and the customer??s perception of the service performance. For successful delivery of public services, use of online technology has rapidly become a benchmark for effective public sector management. Governments worldwide are attempting to harness the potential offered by these new technologies to create new dimensions of economic and social progress. The present article discusses the important aspects of customer's satisfaction in service quality of E-electricity utility service by interpretive structural modeling method.     

Mitigating the effect of service encounters

Although marketers believe that encounters with service employees are a major determinant of customers' perceived service quality and value, there is little empirical evidence that quantifies this relationship. This paper considers the role of employee service encounters, such as repair visits and sales calls, within a comprehensive model of customers' assessments of service quality and value. It is estimated with survey data that describe small business customers' ratings of a local telephone company. In contrast with marketing folklore, most employee service encounters do not affect perceived service quality, but they have a strong effect on perceived service value. By quantifying the effect of sales calls, repair visits, billing contacts and so forth, we find that service encounters frequently do not compensate for service failures and disruptions.     

Cable Television Rate Deregulation

In the 1984 Cable Communications Policy Act, cable television operators were effectively freed from rate regulation, and subsequently enjoyed monopoly franchise protection with free market pricing. In 1992, however, reregulation of basic cable service rates was established in the Cable Consumer Protection and Competition Act. The argument for reimposing regulation was that a substantial increase in basic cable rates had occurred post–deregulation. Yet the efficacy of rate controls upon an industry which has substantial freedom to adjust product quality is theoretically ambiguous. This study examines simple price, quality, and output evidence to determine how rate deregulation impacted consumers. It finds support for the view that rate controls did not lower quality–adjusted prices and are best explained as tools for influencing rent distribution across interest groups     

Market-based and accounting standards for public utility rate regulation

The possible usefulness of finance theory in developing appropriate approaches to the regulation of public utility service prices has received considerable attention. Of particular interest has been the matter of cost of capital as a guide to fair rate of return determination. From an underlying concept of the proper goal of regulation—to duplicate for public utility investors the risks and rewards they would be subjected to if their capital were committed to unregulated enterprises—the present paper develops a basis for selecting the correct regulatory approach. That approach is seen to be supportive of traditional accounting-based regulatory commission procedures, and to argue against cost of capital as a return standard.     

Correlations between external knowledge and the knowledge chain as impacting service quality

Service Quality continues to be a major concern amongst consumers. As a result, in order to provide the continuous improvement of service quality that will lead to consumer satisfaction, this study explores the impact of external knowledge and knowledge chain on service quality. The results of this study found that absorptive capacity of the external knowledge is indeed an important source of competitive advantage. Hence, enterprises should apply the knowledge chain in order to gather external knowledge from customers, suppliers and competitors, as well as transforming the knowledge to enhance their service quality.     

论我国商业银行国际保理业务的开展

我国的保理业务起步较晚。发展缓慢,并存在着法律、法规建设滞后,信用环境差,商业风险大．人才匮乏,风险集中等难点。应建立健全与国际保理业务有关的法律法规制度,建立我国的信用管理体系,积极培养国际保理业务所需要的高素质、结合型人才,以加速我国保理业务的发展。     

Interpersonal Stress Reactions and Service Quality Responses among Hospitality Industry Employees

Work stress is now recognised as a major issue in the human resource management arena, for both staff and management. Within the hospitality industry context, service quality issues are beginning to assume major importance in the success of many operations. This study has sought to understand interpersonal conflict work stress responses associated with hospitality industry employee-management conflict, together with approaches to service quality issues among a sample of Australian hospitality industry domain was the sole predictor of the clearer and more autonomous work role stress response, and the management service quality domain was the predictor of the better management communication stress response. Better communication by management presented as the dominant stress response, and was found to be particularly associated with femalae hospitality industry employees. Implications of these findings for both hospitality industry employees and for hospitality industry management are explored.     

Female customers' expectation of the service offering and their perception of the service quality in an emerging clothing market

Worldwide, clothing retailers that offer similar merchandise and even the same brands are flanked almost next to one another in shopping centres. Clothing retail therefore appears to be poorly differentiated, and it is not always clear why consumers prefer to patronize one store and avoid another. This study explored female consumers' expectations of the service offering and their perception of the service quality of prominent clothing retail channels in Tshwane, a major urban area in South Africa. The survey involved 243 females that were 20 years of age or older. They completed a structured questionnaire that investigated their (1) expectations of customer service in terms of tangible evidence of the service offering; and (2) perception of service quality using two different instruments by means of a direct measurement approach. Explorative factor analysis was used to reduce the data in terms of relevant dimensions of the respective measuring instruments and to determine the significance of the various dimensions of customer service and service quality in the context of this research. Contrary to what the literature proposes about consumers in an emerging economy, findings of this study suggest that females' expectations of the service offering of clothing retail stores were high. Their expectations were cognitively structured in terms of three elements of customer service, namely (1) physical facilities and product presentation; (2) personnel; and (3) store image and processes. Their perception of service quality revealed an opportunity to augment the service quality through attention to activities that are associated with personnel and the so-called supportiveness dimensions of their service offering. Findings coincided with a prior investigation of Terblanche and Boshoff, although a re-labelling of one dimension of their instrument is proposed to prevent confusion. Recommendations to augment the service quality of clothing retailers are made in terms of tangible evidence of the service offering.     

Effects of quality and corporate social responsibility on loyalty

The purpose is to investigate the impact of corporate social responsibility perceptions on three aspects of customer loyalty for a new bank service (Travel Card) relative to a recognised major predictor in service quality. Surveys were completed by 204 bank consumers in Australia. Using a series of regression equations, two sets of socially responsible perceptions had significant effects on purchase intention and positive word of mouth. In both cases, new socially responsible information was twice as strong a predictor as service quality. However, for affective commitment, service quality was the dominant predictor. Furthermore, existing perceptions of socially responsible performance had a negative effect on purchase intentions. The study presents the first evidence that new socially responsible perceptions for a service firm can be a more powerful predictor than corporate abilities. The findings further illustrate the differential impacts of socially responsible information on different loyalty conceptualisations.     

Zone of tolerance for banks: a diagnostic model of service quality

Service quality has become an increasingly important factor for success and survival in the banking sector. Provision of high-quality service aids in meeting several requirements such as customer satisfaction and its consequent loyalty and market share, soliciting new customers, financial performance, and profitability (Cui, C.C., Lewis, B.R., & Park, W. (2003). Service quality measurement in the banking sector in South Korea. International Journal of Bank Marketing, 21(4), 191–201.). This paper presents the bank service quality measurement in its extended form. It deals with the concept of ‘zone of tolerance’ in judgments of service quality proposed by Zeithaml, Berry, and Parasuraman (1993, The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1–12.). The ‘zone of tolerance’ is recognized in the service quality literature as representing a range of expectations and an area of acceptable outcomes in service interactions. The present study describes the zone of tolerance for young customers’ service expectations and determines the customer satisfaction level for banks. The study focusses only on the youth market to formulate long-term strategies because young customers tend to keep themselves up to date with latest technological developments. A conceptual model BANKZOT is presented in this study, and the results demonstrate that evaluation of services can be scaled according to different types of expectations – ‘desired' and ‘adequate’ – and that customers use these two types of expectations as a comparison standard in evaluating bank services. The findings reveal that young customers have a narrow zone of tolerance with regard to the services provided by the banks. The results with respect to gap analysis reveal that there was a shortfall in the service quality provided by the banks in the sample, with the largest gap being found in tangibles and empathy of service quality dimensions. The results of exploratory factor analysis reveal that the SERVQUAL model is found to be uni-dimensional in this study. The results, managerial implications, and future research implications are discussed in detail.     

Competitiveness vis-à-vis service quality as drivers of customer loyalty mediated by perceptions of regulation and stability in steady and volatile markets

The purpose of this research is to investigate predictors of customer loyalty in order to identify alternatives to customer satisfaction with service quality, which has been traditionally accepted as the primary predictor of customer loyalty, particularly for services. A stratified sample of bank customers was surveyed to collect information on customer perceptions and behaviors in relation to satisfaction with service quality, competitiveness, risk, regulation, stability and loyalty. Partial least squares path modelling (PLSPM) was applied to develop loyalty models for a steady market (Australia) and a volatile market (Greece). This study's empirical findings support theoretical arguments for the inclusion of customer perceptions of competitiveness in loyalty modelling. Perceptions of regulation and stability intervene in the relationship between drivers of loyalty and loyalty itself. For bankers, the study emphasizes the need to move away from customer satisfaction with service quality to explain customer loyalty, towards focusing efforts on achieving relative superiority in competitiveness, namely competitive productivity and products. Profiling customers based on their perceptions of a bank's competitiveness can provide additional explanatory power beyond traditional satisfaction based loyalty models. Services marketing has focused on the service components, and there is no doubt about its crucial role. But given this focus, other factors, such as the actual product component, have been somewhat overlooked in services research. The study makes a unique contribution to understanding and modelling customer loyalty by demonstrating the importance of the inclusion of customer perceptions of other factors as appropriate to market conditions.     

Effects of the Price of Tax Preparation Services and the CPA Credential on the Perception of Service Quality

This paper reports the results of a study that examined two areas of interest in marketing accounting services for fax preparation. First, the question of whether the price charged by an accounting firm has an impact on the perceived quality of the tax preparation service is explored. Second, the effect of the CPA credential on the expected quality of the service provided is examined. The managerial implications of the findings are discussed for organizations with and without the CPA credential and guidelines are offered for analysis of the quality of the accounting service provided.     

世界贸易新体制下我国如何参与服务贸易的市场竞争

随着经济服务化程度的深化,服务贸易在国际贸易中的地位越来越突出。能否在服务贸易的市场竞争中占领制高点已经成为影响各国在国际竞争中地位的一个重要因素。我国服务贸易业发展存在的问题,主要体现在服务业在国民经济中的比重偏低,服务贸易整体水平差;服务贸易内部结构不合理,发展不平衡,市场过于集中;服务贸易管理滞后,服务贸易立法不健全等方面。应积极促进国内服务业的发展,提高服务产业的竞争力;积极适度地开放服务业市场;积极促进服务贸易进出口结构优化升级;建立完善的服务贸易法律体系,健全服务贸易管理体制。