江苏省农民工培训满意度影响因素实证研究——以无锡市为例

农民工对培训的满意度是培训有效性最直接的反馈。本文通过对无锡市农民工调查分析,发现培训对提供工作的帮助程度、农民工对培训内容的掌握程度、培训师的专业知识技能、培训师的责任心与耐心、培训课程内容五个方面对培训满意度影响较大,提出了相关对策建议以期为农民工培训提供借鉴。     

The Moderating Effect of the Boundary Spanning Role on Perceived Supervisory Support: A Meta-Analytic Review

This article is a meta-analytic study examining the moderating effect the boundary spanning role has on the relationship between perceived supervisory support (PSS) and other important constructs within the marketing domain, including: job satisfaction, organizational commitment, performance, and turnover intentions. There was a positive relationship between PSS and every construct except turnover intentions, which was negative. Along with this, three out of the four relationships were stronger for boundary spanners as compared to non-boundary spanners. Overall, managers aimed at meeting organizational objectives (e.g. performance; turnover) should provide supervisory support to boundary spanning employees.     

超市服务问题及对策探讨

在商业竞争日趋激烈条件下，服务问题已经成为超市经营成败的关键。通过市场调查，结合服务差距模型，对超市服务存在的主要问题以及产生的根源进行了分析。从提高顾客满意度、引导顾客建立合理期望、制定服务标准、对超市合理定位等方面提出改善超市服务的对策建议：     

在沪外国人对上海移动通讯服务满意度研究

上海要建设成为国际经济、金融、贸易、航运中心,要建设成为国际大都市,外籍人士的比例会越来越高。然而,上海的移动通信服务企业几乎还没有专门针对外国人提供特色服务。本文总结了影响顾客满意度的主要方面,研究了移动通信服务中显著影响在沪外籍顾客满意度的关键因素,并对上海的移动通讯企业提出了相关建议。     

Chinese clientele at Chinese hotels—Preferences and satisfaction

The paper examines the proposal that levels of satisfaction with mainland Chinese hotels by the domestic market are related to performance in core services to which clients attribute high levels of importance. Regression analysis indicates that the main determinants of satisfaction are the external environment, reputation and cleanliness of the bedroom. It is suggested that key components of the hotel product such as a comfortable bed are akin to hygiene factors in Herzberg's theory of human relations, that is, their absence causes dissatisfaction, but their presence is insufficient to generate high levels of satisfaction. The sample comprises 941 Chinese respondents.     

The effects of interactional fairness on satisfaction and behavioral intentions: Mature versus non-mature customers

Given the growing number of mature people, mature consumer behavior has become an increasingly important area of interest to marketers. This article focuses on the effects of interactional form of service fairness to mature customers as compared to non-mature in the U.S. restaurant industry. Following a two-step approach, this study investigates how age differences moderate the relationships between interactional fairness and satisfaction/behavioral intentions. This research stresses the mediating role of satisfaction between interactional fairness and future behavioral outcomes. The findings have important implications for the successful management of customer relationships in a restaurant setting. Limitations and future research directions are also discussed.     

How to motivate people to put their money where their mouth is: What makes employees participate in electronic prediction markets?

Although prediction markets are widely acknowledged to be as effective as other institutions predicting future events, little is known regarding their application in organizational settings. For organizations, prediction markets offer a new technical possibility to make use of the beliefs, information and knowledge of their employees for organizational decisions and forecasts. Based on survey data of 147 users in German-speaking Europe, we show that expected rewards increase user satisfaction. While contribution effort and general reciprocity in isolation have no impact on satisfaction, perceived general reciprocity in conjunction with high rewards is likely to increase user satisfaction. Our findings extend our knowledge on user behavior and emphasize the importance of incentives in prediction markets.     

Social perspectives of e-contact center for loyalty building

Recently, e-contact centers have gained popularity among online companies as a preferred channel to communicate with their customers. E-contact centers are respected among e-retailers and online customers because they provide customers value within a social construct. This research suggests that an e-contact center serves as an effective marketing vehicle, which can be used for establishing and maintaining desired relationships with customers. E-contact centers enhance the relationship between e-retailers and online customers by providing social values and quality interpersonal service to customers. Despite the strategic importance of e-contact centers in relation to customer loyalty, little attention has been given to the topic. To remedy this, the primary objective of this study is to assess the impacts of social elements (i.e. perceived social value and interpersonal service quality) delivered by e-contact centers on customers' loyalty formation processes. Loyalty formation process is parsimoniously explained by an integrative model, which incorporates interpersonal service quality, social value, retailer satisfaction, and e-contact center satisfaction constructs.     

The effects of manufacturer's organizational learning on distributor satisfaction and loyalty in industrial markets

The main objective of this study is to examine the effects of organizational learning (OL) on satisfaction and loyalty in industrial markets. A conceptual model, in which the unit for analysis is the dyadic relationship between manufacturers and their main distributor, is proposed and tested. The empirical results showed that the manufacturer's OL is an antecedent of the relational outcomes achieved in business relationships. Specifically, increased OL in the manufacturer has a direct effect on the main distributor's degree of satisfaction and an indirect effect on his loyalty. It is also confirmed that the manufacturer's OL has a direct effect on the manufacturer's business performance. However, we found that links between OL and satisfaction and OL and loyalty are not changed by market turbulence.