Private labels and public quality standards: How can consumer trust be restored after the mad cow crisis?

In those sectors faced with questions of food safety (meat, fruit, vegetables), new private labels have been set up in Europe in order to restore consumer trust. In this paper, we perform a theoretical analysis of these private labels. We propose an original model of vertical relationships between producers and retailers which takes into account two supply sources through (i) a competitive spot market on which the retailers buy a minimum quality standard product and (ii) supply contracts aimed at marketing higher quality private labels. We study how producers and retailers could cooperate in setting up these new labels. From a public point of view, we show the complementarity of a moderate increase in public quality standards and the creation of these new private labels. JEL Classification L22. L23. Q13. Q18     

不断改进质量 赢得顾客满意

在激烈的市场竞争中处于领先地位的企业 ,都是各行业领域中的质量先驱。由于顾客对质量需求呈现出多样性 ,因此 ,企业在市场竞争中必须为顾客提供一条“满意链” ,在这条“顾客满意链”上 ,顾客对产品使用价值的满意 ,顾客对产品附加价值的满意 ,顾客对企业服务的满意和顾客对产品的社会性满意是“链节”。顾客满意是企业质量改进的思想基础 ,质量改进是动态的和持续性的。处处站在顾客的立场上 ,使顾客满意的工作贯穿于产品质量形成的全过程 ,是当今全面质量管理思想的新扩展。质量改进是一个不断发展的概念 ,与传统质量改进相比 ,现代质量改进的思想内涵在于突出强调质量改进的持续性 ,并把持续改进确定为企业的一个恒久目标     

中小型企业质量事故成因探究

针对一起典型的中小型制造企业出现的质量事故,在对引起该事故产生的浅层原因进行系统分析的基础上,站在一个理性领导人的角度,利用增量效益费用比的经济方法对员工缺乏积极性、质量成本投入不够、质量认证流于形式等原因进行了深层次探讨,发现中小型企业质量事故偏多是因为中小型企业领导人会更偏向于节约会计成本的缘故。     

网上超市服务质量测量尺度

本文主要通过对有关传统服务业和网络服务业服务质量的研究进行综合和实证分析,开发出具有可靠性和有效性的网上超市服务质量的测量尺度。文章认为,目前对网上超市服务质量的测量主要是以传统服务业服务质量的测量尺度为基础,无法反映与传统服务业有显著差异的网上超市的服务特性;本文开发的测量尺度可用于消费者调查,分析顾客满意度,改善顾客感到不满意的服务事项,找出消费者认为重要的服务属性,并将此作为服务差异化和市场细分的标准,也可用于网上超市营销战略的制定及分析服务质量各要素对服务质量结果变量的影响力的大小,从而提高资源配置的合理性和有效性。     

规模、质量、效益相统一的高校党校培训工作

党校培训工作是高校党校工作的核心，也是促进高校党校发展的关键。从实证研究的结果来看，虽然目前各高校党校培训工作取得了长足的进步，但在规模控制、教育质量、培训效益等方面还存在着不统一的问题。因此，必须坚持科学发展观，在规模、质量、效益相统一条件下开展党校培训工作，促进高校党校的进一步发展。     

Revisiting the Concept of a Societal Orientation: Conceptualization and Delineation

Marketers have traditionally evaluated products and practices on the basis of whether something could be sold. It is also important to evaluate products and practices from a societal perspective, “Should a product be sold?” The first idea reflects a managerial orientation and what must be done to sell a product; the second idea reflects a societal orientation and the impact of selling a product. In relation to the second idea, the societal marketing concept was introduced in 1972. There has been little advancement in our understanding of a societal orientation since that time. The current study presents a conceptualization of a societal orientation based on a review of literature and qualitative interviews. The construct was conceptualized as “attention to the long-term well-being of individuals and society at large by enhancing positive impacts from and reducing negative effects associated with production and consumption of a product.” Five domains comprising a societal orientation are proposed: physical consequences, psychological well-being, social relationships, economic contribution, and environmental consciousness.     

A Note on Quality Choice,Monopoly, and Network Externality

Introducing network externalities into a model of vertically differentiated products, Lambertini and Orsini (2001, 2003) analyze the implications of a monopolist’s quality choice for social optimum. Moreover, they examine how the network externality affects quality, quantity, price, and social surplus. In this note, by looking at the nature of cost functions and the degree of network externalities, we reconsider their results, at least some of which depend upon the specificity of the cost functions.      

The effects of relationship quality on customer retaliation

This research examines the effects of relationship quality (RQ) on customers' desires to retaliate after service failures. We posit that the effects of RQ are contingent upon the attributions customers make about the firm’s controllability over a service failure. Two competing hypotheses are examined and reconciled. The “love is blind” hypothesis posits that when low controllability is inferred, high RQ customers experience a lesser desire for retaliation than low RQ customers. On the other hand, the “love becomes hate” hypothesis specifies that when high controllability is inferred, high RQ customers experience a greater desire for retaliation than low RQ customers. The hypotheses are tested with a survey-based design and a partial least squares (PLS) model that incorporates a multiplicative latent construct.     

旅游者感知价值模型、测度与实证研究

感知价值是竞争优势的新源泉.本文通过剖析顾客感知价值理论及研究进展,致力于构建旅游者感知价值的结构模型,探讨旅游者如何形成对旅游经历价值的感知.实证研究以内地居民"香港游"为例,验证理论模型及其假设,开发出旅游者感知价值测评量表,为旅游地管理实践提供了一个实用测量工具.     

Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives

Using the decision- and experiential-oriented perspectives as theoretical guides, this article reported an empirical assessment of service quality in restaurant operations. We proposed and tested a conceptual model of service quality using structural equation modeling. Using data from a sample of 284 customers from two large full-service restaurants in southern China, we investigated the relationships of service quality, customer satisfaction, and frequency of patronage. The results supported the significant links between service quality and customer satisfaction, service quality and repeat patronage, but not customer satisfaction and repeat patronage. The study has provided important insights into service quality and customer satisfaction in the field of restaurant operations.