The influence of the DinEX service quality dimensions on casual-dining restaurant customers’ satisfaction and behavioral intentions

The following empirical study examines the effects of specific service quality dimensions from the DinEX model on customers’ satisfaction and behavioral intentions. The originality of DinEX over other restaurant service quality instruments is primarily its focus on dimensions such as social connectedness and homophily, which represent social constructs that portray an internal sense of belonging and the tendency for people to affiliate with similar others. A self-administered questionnaire was distributed in an independent casual-dining restaurant located in the southeastern United States and a sample of 209 respondents was obtained. Results show that food healthfulness and food quality have an influence on customers’ satisfaction, which in turn affects their behavioral intentions. The implications for practitioners are discussed in detail.     

Antecedents of Truck Drivers’ Job Satisfaction and Retention Proneness

The aim of this study was to (1) explore the antecedents of truck drivers’ job satisfaction, (2) identify the impact of financial and nonfinancial job properties on satisfaction with the job and with one's employer, and (3) the drivers’ proneness to retaining their jobs. Based on the extant literature, we develop a conceptual model that is tested using survey data for 164 truck drivers. Multiple linear and ordinal logistic regressions were used to estimate the proposed effects. The results reveal that nonfinancial job properties and satisfaction with one's employer affect job satisfaction is statistically significant. Financial and nonfinancial job properties affect satisfaction with one's employer whereas the former shows a lower impact compared to the latter. Satisfaction with the job and one's employer impacts retention proneness. The contribution of this study was to (1) add to the understanding of the factors that predict retention of truck drivers in relationship to job satisfaction and (2) highlight the different roles of financial and nonfinancial job properties in this specific work context.     

汽车后服务业客户满意度实证研究

随着微利时代的到来,通过提高客户满意度来发掘售后服务价值已经成为各厂商在激烈竞争的市场中获胜的关键。基于此,本文构建了汽车后服务业客户满意度评价指标体系,通过问卷调查,实证分析了汽车后服务业的客户满意度情况,并提出了提升客户满意度的策略。本文创新点在于MOT测评点价值贡献——差距散点图,运用图的形式解读客户满意度,有很大的可操作性。     

The construction of a composite index for general satisfaction in Turkey and the investigation of its determinants

The goal of public enterprises is to increase the wealth and happiness of individuals. This target lets them make the investment to fulfill these expectations. However, not all citizens in a country might have the same opportunities. This case requires comparing citizens who live in cities with regard to satisfaction levels. This study consists of two stages. In the first stage, a composite index called the General Satisfaction Index (GSI), which aims to explain the satisfaction levels of citizens living in cities, is obtained by using the Benefit of the Doubt method. Contrary to the previous studies, the satisfaction indicators based on the emotions and senses of citizens are used to construct a composite index. Satisfaction indicators’ contribution to GSI is ensured using the minimum weights. In the second stage of this study, socioeconomic determinants of GSI are investigated in both countrywide and regions by using regularized regression methods. In the result of the regression analyze, it is confirmed that there are different socioeconomic determinants of satisfaction levels for countrywide and each region. For this reason, it is proposed that policymakers should follow different politicizes in each region to increase the satisfaction levels of citizens in the country.     

高绩效工作系统能否抑制员工沉默?

在自我决定理论的基础上探讨高绩效工作系统对不同动机员工沉默行为的影响机制及差异性。研究结果表明：（1）高绩效工作系统对员工默许沉默、防御沉默和漠视沉默行为具有显著的抑制作用；（2）高绩效工作系统能通过自主需求满意度、能力需求满意度和关系需求满意度的提升降低员工的默许沉默行为；（3）高绩效工作系统能通过关系需求满意度的提升降低员工的防御沉默行为；（4）高绩效工作系统通过自主需求满意度、能力需求满意度和关系需求满意度的提升降低员工的漠视沉默行为。     

The moderating role of demographic variables on customer expectations in airport retail patronage intentions of travellers

The international airport retail business is expanding annually, yet most research into traveller’s experience with the aviation industry have centred on aeronautical features. The study gathered information that would guide the understanding of airport customer retail expectations. Specifically, the study examines the effects of product-relevant factors, market-relevant factors, and perceived service quality on retail patronage intentions, taking into account the moderating role of demographic variables. The purposive sample of three hundred and thirty (330) travellers that were selected at the Kotoka International Airport Terminal 1 and 2 (KIA T1&2) in Accra, the capital of Ghana. The findings show that product-relevant factors, market-relevant factors and overall service quality significantly influence airport retail patronage intention. The effect demographic variables was noticeable among older and high-income consumers. Building on previous studies, we find that product-relevant factors, market-relevant factors, and perceived service quality function as viable signals that drives customer expectations.     

Do satisfying walking and cycling trips result in more future trips with active travel modes? An exploratory study

Previous studies have indicated that travel satisfaction - the experienced emotions during, and cognitive evaluation of, a trip - can be affected by travel mode choice and other trip characteristics. However, as satisfactory trips might improve a person's attitude towards the used mode, persons may be more likely to use that same mode for future trips of the same kind. Hence, a cyclical process between travel mode choice and travel satisfaction might occur. In this paper we begin to analyse this process—using a structural equation modelling approach on cross-sectional data—for people who engage in walking and cycling for leisure trips in the Belgian city of Ghent. The focus on walking and cycling reflects recent studies indicating that active travel is often associated with the highest levels of travel satisfaction. Results of this exploratory analysis offer tentative support for the idea of a cyclical process: the evaluation of walking and cycling trips positively affects the respondents' attitude towards the respective mode, which in turn has a positive effect on choosing that mode.     

信任式服务的顾客忠诚形成机制及实践启示

信任式服务因其专业性和（或）“纯服务”等鲜明特征而使之显著区别于其他类型的服务，其顾客忠诚形成机制也因此具有独特性。针对医疗服务的实证分析表明：在信任式服务中，顾客信任在顾客忠诚形成机制体中起着关键性的作用，形成“服务质量→顾客信任→感知价值→顾客满意→顾客忠诚”的逻辑链；服务互动质量和结果质量通过顾客信任对顾客感知价值和顾客满意产生影响，进而影响顾客忠诚，但服务环境质量对顾客信任和顾客忠诚没有显著影响。因此，对顾客形成机制的研究需要区分产品和服务的类型以及服务质量的类型。提供信任式服务的组织应该重视并加强对服务人员与顾客互动能力的培养，提升服务人员与顾客的服务互动质量，并切实保障和提高服务结果质量，从而增强顾客信任，提升顾客忠诚。     

青海省高校学生教学满意度的调查研究

学生满意度是高校教学服务质量评价的重要内容。文章对青海省高校教学学生满意度情况进行问卷调查,围绕6个结构指标和23个单项指标进行评价,从指标的满意程度和重要性两个方面对各单项指标进行归类,指出目前青海省高校教学服务质量中存在的问题,并提出相应建议。     

天目湖景区旅游服务质量满意度调查研究

景区旅游服务质量满意度是景区长远发展的软实力和竞争的关键因素。本文通过天目湖景区服务质量满意度调查分析,找出满意度存在的问题,提出提升天目湖旅游景区服务质量满意度的对策和建议,以促进天目湖景区的深度发展。