The effects of distributive,procedural, and interactional justice on customer retention: An empirical investigation in the mobile telecom industry in Tunisia

The framework offered in this study provides empirical evidence concerning the interaction between distributive, procedural and interactional perceived justice and loyalty program satisfaction on relational satisfaction in the mobile telecommunication context. Firms that rely on justice perception for strategy implementation are able to attain customer retention. This study suggests a theoretical model of customer retention that aims at investigating the role of satisfaction with loyalty program on relationship marketing. The structural equation modeling was used to test the hypothetical relationships. A self-administrated questionnaire was distributed to a total of a convenience sample of 520 customers of multiple mobile phone companies. The target population includes customers who have subscribed to a loyalty program. Results show that distributive justice moderates the relationship between satisfaction with the loyalty program and relational satisfaction. The results highlight the need to focus on distributive justice in order to nurture satisfaction and loyalty. Satisfaction with the loyalty program is a key predictor of a satisfactory relationship with the operator and customer retention.     

旅游电子商务成熟度对在线旅游预订意向的影响——以携程旅行网为例

旅游服务商为了抢夺市场份额,纷纷投资进行技术改造和产品扩张,促进旅游电子商务不断走向成熟。近年来,IT管理的成熟度理论开始应用于旅游电子商务领域,旅游在线预订及其影响因素研究也日渐增长。但是在学术界,旅游电子商务成熟度对在线旅游预订意向的影响研究却十分少见。文章以携程旅行网为例,基于文献研究提出相关概念模型,运用探索性因子分析及结构方程模型,探讨旅游电子商务成熟度对在线旅游预订意向的影响机制。确认旅游电子商务成熟度的4个维度均正向影响顾客信任,但交易机制对顾客信任的效用最大,其次是信息质量;4个维度中,顾客为中心、服务响应正向影响顾客的积极态度,以服务响应对积极态度的效用最大;旅游电子商务成熟度的4个维度通过顾客信任和积极态度这两个中介变量影响在线旅游预订意向,且顾客信任和积极态度是完全中介效用,统计意义上,顾客信任对积极态度没有显著影响。     

Quality,Satisfaction and Customers’ Future Intention: The Case of Hotels’ Fitness Centers in Cyprus

In an era of fierce competition, financial hardship, and volatile customer expectations the hospitality industry is seeking out new revenue centers that can both enrich the customer experience, and contribute to financial success. Capturing the attention of the industry, fitness centers have become a fundamental component of the contemporary hospitality experience with numerous strategic, operational and tactical implications. Responding to the need for further empirical investigation, the study, by adopting a quantitative methodology, holistically investigates quality, satisfaction, and behavioral intention in fitness centers currently operating in upscale hospitality establishments in Cyprus. Findings suggest that satisfaction with the provision of fitness services in hotels is primarily associated with the dimensions of employee behavior and workout facilities. Moreover, workout facilities was the only quality dimension which was significantly associated with the respondents’ intention to renew their membership, whereas a strong relationship between satisfaction and future intention was substantiated.     

The Success Factors of Food Events: The Case Study of Umbrian Extra Virgin Olive Oil

Gastronomic events are an important part of the “Made in Italy” and a vital tool for rural development. The aim of the study is to identify the complexity of the factors that determine the success of a food event. The authors, after state-of-the-art analysis of the event marketing, formulate the hypothesis of a causal model and form a data collection during the “open oil mills” in the Umbria region. Through in-depth interviews the participants were asked to express themselves about the importance and interest attributed to some aspects directly related to the theme of the event, and finally to indicate the degree of satisfaction and the likelihood of some of their future behavior. Statistical analysis based on structural equation models allowed the authors to highlight which aspects are significant in order to confirm the assumptions made. Results provide guidance for management decisions and organization of food and wine.     

居民生态补偿意愿影响因素研究

基于条件价值评估法设计调查问卷,对哈尔滨市居民随机调查,建立结构方程模型,以此分析影响居民生态补偿意愿的关键因素。研究表明:影响居民生态补偿意愿的因素有学历、家庭收入、对生态补偿以及生态重要性的认知程度,而且学历和家庭收入有双向关系,学历对居民的生态补偿及生态重要性的认知程度有正向影响。因此,提出提高人们的文化程度以提升居民的生态补偿意愿;加大生态补偿的宣传力度,从而增强居民的生态补偿意识等建议。     

A Qualitative Study for Measuring Warehouse Performance Using Triangulation Approach

This research aims to validate a structural equation modeling （SEM） model for measuring warehouse performance using data from an international company in Australia （company G）. Moreover, a methodological triangulation method was also adopted to test whether different methodological approaches produce convergent findings about warehouse performance measurement （WPM）. These three different methods are the SEM model, the multiple case research study, and validation of the SEM model using data from 80 companies in Thailand and a company in Australia. With the results from the triangulation method, it is obvious that the SEM model can be used to measure the performance of warehouses in Thailand and Australia. Since the SEM model consists only of significant indicators, it is more appropriate than company G＇s scorecard. Furthermore, the SEM model can overcome the limitations of traditional models by allowing companies to compare their performance over time.     

参会者的动机对会后行为的影响及参会决策模型——以"可持续和可替代性旅游国际研讨会"为例

会议旅游是重要的旅游细分市场之一,协会会议占会议市场70%以上,对协会会议进行研究具有重要的理论和现实意义。本文以协会会议中的研讨会为研究对象,选取有一定代表性的中国某学术会议进行实证研究,利用主成分分析和结构方程的分析方法,对学术会议参会者的动机及其参会决策过程进行了研究。获得如下发现:第一,中国学术会议参会者动机包括6大因子,显示出学术—关系的二元特征。第二,会后行为是参会动机和满意度二者影响之和。满意度作为中介变量对会后行为起着重要作用,参会动机对会后行为的影响起次要作用。第三,在上述发现的基础上对已有的参会决策模型进行了修正。     

The Hong Kong tourist satisfaction index

This study develops a tourist satisfaction assessment system based on a dual-model framework and demonstrates its general applicability. The first model concerns tourist satisfaction and its key antecedents and consequences. Structural equation modelling is employed to investigate the relationships amongst the constructs in the theoretical framework, and is then used as a basis for the computation of sectoral-level tourist satisfaction indexes. The second model is designed to estimate an aggregate service satisfaction index and an overall destination satisfaction index using a multiple indicator and multiple cause approach. The framework is applied to a large dataset that represents six tourism-related sectors and seven major source markets of inbound tourism to Hong Kong.     

Fairness of prices,user fee policy and willingness to pay among visitors to a national forest

Imposing user fees in Nature-Based Tourism (NBT) contexts has been a controversial issue. Based on the notions of justice and fairness, this study extended previous work examining the relationship between attitudes toward user fees and spending support. In a proposed structural model of price fairness, fee spending support, and willingness to pay (WTP), this paper identified the antecedents of WTP user fees, and empirically examined to what extent the data fit the model. Furthermore, the moderating role of place attachment in the model was investigated by using multiple-group structural equation modeling. Subjects (n = 562) were recreational tourists to a forest area in the southeast U.S. Results revealed that spending support partially played a mediating role in the relationship between perceived price fairness and WTP user fees. A multiple-group invariance test also demonstrated that while the degree of place identity moderated the effect of price fairness on spending support, the degree of place dependence did not influence the relationships among the antecedents of WTP.     

基于SEM的零件供应商SCP关系满意度影响因素研究

在文献综述的基础上,分析了零件供应商角度供应链合作伙伴关系满意度的影响因素,建立了零件供应商角度的影响因素与关系满意度之间的概念模型。以调查问卷的数据为基础,运用结构方程软件AMOS对概念模型进行验证,并得出了影响因素对满意度的效应。