Why do customers switch? More satiated or less satisfied

This study investigated whether restaurant customers switch to other restaurants due to satiation or diminished satisfaction. To achieve its objectives, this study extended well-known relationships among perceived quality, satisfaction, and behavioral intentions by including satiation and further examined the role of satiation on switching intentions. The results of this study showed that satiation was negatively associated with satisfaction but differed from diminished satisfaction. Further, the study results endorsed that satiation significantly influenced switching intentions, whereas satisfaction did not. This supports that customers switch to other restaurants not because they are less satisfied but because they are satiated. Regarding the relationship between perceived quality and satiation, service quality and food quality considerably reduced satiation levels, whereas physical surroundings were associated with an increase in satiation. In addition, satiation fully mediated the relationship between perceived quality and switching intentions, which emphasizes the importance of satiation in customer switching intentions. Findings and implications are provided in the main body of this paper.     

The Effect of Word-of-Mouth Communication on Stock Holdings and Trades: Empirical Evidence From an Emerging Market

The purpose of this study is to investigate the relationship between investors’ satisfaction and intention and word-of-mouth communication. This study contributes to the ongoing debate on the relationship between investor behavior and word-of-mouth communication. Many studies are related to investors’ participation and individual investors’ asset allocation decisions that are instigated by their social community via word-of-mouth communication whereas this study directly investigates the relationship between investment satisfaction and intention and word-of-mouth communication. We emphasize how many factors are considered when making satisfactory investment decisions. Our results confirm the strong relationship between the satisfaction and intention of investors and word-of-mouth communication. This finding may be useful to regulators, investors and managers who seek to establish effective rules for stock holdings and trade.     

Investigating customer loyalty formation for wellness spa: Individualism vs. collectivism

Visitor retention is undeniably a major issue for every destination marketer. This study was an attempt to develop an international tourists’ loyalty framework for wellness spa tourism destination by considering quality and value of spa tourism in Thailand, affect, satisfaction, desire, and culture. Our proposed framework and hypothesized relationships were evaluated by using a structural analysis. A field survey was used. Results indicated that our conceptual model included a satisfactory fit to the data. Quality and value were found to have a critical role, and other study constructs were identified to act as direct/indirect driving forces of loyalty intentions. In addition, mediating role of affect, satisfaction, and desire was found. Moreover, moderating impact of culture (individualism vs. collectivism) on the loyalty formation was identified. Overall, our theoretical framework was demonstrated to be capable of explicating wellness spa tourists’ destination loyalty formation. Implications for destination marketers in Thailand are discussed.     

Listen to their heart: Why does active listening enhance customer satisfaction after a service failure?

A service employee’s active listening plays a crucial role in restoring a damaged customer relationship. However, previous studies reveal little about how listening to customer complaints operates in recovering a service failure. The purpose of this research is to explore when and why the employee’s active listening has a positive influence on customer response. We define active listening as (1) listening to customers’ concerns before apologizing and (2) verbally acknowledging them. Using scenario-based experiments, we demonstrate that active listening improves customer satisfaction, which in turn increases tip size (Study 1). Moreover, we find that active listening fosters customers’ perceptions of preferential treatment, which lead to greater customer satisfaction (Study 2). Yet, such positive effects of active listening diminish when customers are unexpectedly offered a complimentary service such as a room upgrade. The implications for academic researchers and marketing managers are discussed.     

The role of loyalty programs in boosting hotel guest loyalty: Impact of switching barriers

This study examines the relationships among the perceived value of a loyalty program, customer satisfaction with a loyalty program, affective commitment, switching barriers, and customer brand loyalty in the hotel context. An online survey method with a quantitative approach was used. Our results from a structural equation model revealed that the perceived value of a loyalty program is essential in the formation of customer brand loyalty. Lastly, findings from an indirect analysis showed that affective commitment and switching barriers mediated the relationship between the perceived value of a loyalty program and customer brand loyalty. Overall, our research will help researchers and practitioners demonstrate to the industry that the loyalty program is a crucial strategy for customer loyalty and helps develop competitive loyalty programs for success.     

Bridging the valuescape with digital technology: A mixed methods study on customers’ value creation process in the physical retail space

This mixed methods study investigated how value is created in the physical retail space and how the customer experience is influenced by digital technology. A cross-sectional survey, with both qualitative and quantitative components, was distributed across a heterogeneous sample of 832 customers. The results revealed an overarching model comprised of three interrelated clusters: customer, service provider, and digital technology. We propose that this model can be understood as a valuescape, where customers' specific goals, needs, and desires drive them to interact and co-create value with service providers in the physical retail space, with digital technology either enhancing or disrupting this value co-creation process. The results also show that the importance of aligning digital solutions with customers’ drives increases at the same pace as reliance on technology. The findings offer guidelines on how to utilize digitalization to leverage customer experiences and thus strengthen the attractiveness of physical retail spaces.     

Impact of shared history on customers’ service evaluations

This paper investigates how shared history affects customers' cultural and personal values and impacts their perception of services’ responsiveness and satisfaction in a high-contact service setting (retail banking) from two countries with a shared history (France & Lebanon). Data were collected from 171 French and 141 Lebanese bank customers. Findings reveal that both cultural and personal values moderate the relationship between responsiveness and satisfaction, and that their impact is independent of each other. Further, findings show that in countries with a shared history, existing cultural models in literature may not be detailed enough to explain cross-cultural differences and similarities.     

基于快铁融合的上海铁路集装箱快运站选址研究

快铁融合可以充分发挥快递企业和铁路运输的优势,有效提升物流作业效率,达到运输资源分配平衡的效果,是多元化运输的发展方向。在既有和计划建设的铁路货运站中选择铁路集装箱快运站与快递企业集散网络衔接,以快递企业时间满意度和集散运输成本为目标,构建基于时间满意度的铁路集装箱快运站选址模型,以上海铁路集装箱快运站为例进行实证分析,提出保证铁路集装箱快运站与快递企业合理衔接的对策,为铁路集装箱运输融入快递市场提供决策支持,加速快铁融合的实施。     

Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors

Service businesses are increasingly facing more demanding customers as a result of a shift in power from the service providers' side to the customers' side. Related literature predominantly examines the negative side of this ongoing trend, while overlooking the positive side. The major aim of this paper is to examine how frontline employees — investment account managers — deal with the ongoing increase in customer demandingness. To address this, we draw on adaptability performance theory to test the facilitating effect of frontline employees' post-transaction service behaviors (SBs) — diligence, inducements, information communication, sportsmanship, and empathy — as a means of adaptation to higher levels of customer demand. Findings indicate that frontline employees adapt most of their SBs' intensities to match customers' demands. The results show that some SBs actually increase the effectiveness and efficiency of frontline employees' service performance, leading to an increase in customer value and satisfaction. Customer value is found as a mediator in some of the relationships between SBs and customer satisfaction. Contrary to the conception of the negative outcomes of customer demandingness, service firms need to consider taking advantage of customer demandingness by stressing the role of frontline employees in adapting to customers’ demands.     

晋升激励、专业搭配与公共卫生服务满意度

提供高质量的公共卫生服务不但是现代政府的重要职责，也是国家治理能力的重要体现。随着中国经济发展进入新常态，干部考核评价机制不断完善，地方政府官员开始重视公共卫生等民生服务，同时，官员间专业搭配也成为影响民生服务质量的重要因素。文章将2013年中国综合社会调查数据与81个地级以上城市官员的相关信息进行匹配，将上任时年龄小于55岁的官员定义为"强晋升激励"官员，而将上任时年龄大于等于55岁的官员定义为"弱晋升激励"官员。研究发现：第一，具有"强晋升激励"的市委书记和市长都有助于改善城市公共卫生服务满意度。第二，在经济较发达、政府财力较雄厚和东部地区城市，官员晋升激励的积极效应更为明显。第三，在本研究样本中，市委书记和市长"经管—理工"的专业搭配模式是提高城市公共卫生服务满意度的积极因素。在考虑了测量偏误、地区异质性、遗漏变量、样本代表性问题，并经过安慰剂检验后，文章的主要结论依然保持稳健。本研究不但有助于我们更深入地理解中国城市间公共卫生服务质量的差距及其决定因素，而且也启发我们从改善官员治理的角度来提高公共卫生服务质量，以及应对突发性公共卫生事件的能力，从而有效推进中国经济健康可持续发展。