An Empirical Analysis of Green Experiential Loyalty: A Case Study

The purpose of this study is to elaborate the structural relationships among the experiential quality dimensions, experiential trust, emotional attachment, experiential image, switching experience, experiential satisfaction, and experiential loyalty from the green perspective. The study findings are based on structural equation modeling (SEM) analysis of a convenience sample of 560 customers at one green restaurant in Taipei City, Taiwan. The findings show that investing resources in an increase in the experiential quality dimensions and a decrease in green switching experience is useful to enhance green experiential trust, green emotional attachment, green experiential image, green experiential satisfaction, and green experiential loyalty.     

Sustaining brand loyalty: The moderating role of green consumption values

Environmental issues are massively emerging in the current agendas of governments, businesses and consumers all over the globe. Consumers increasingly adopt a more energetic role in the environmental discussion and employ product consumption to manifest their contribution to the debate. Equally, a growing number of businesses try to affect positive social change, whereas others strategically approach green opportunities; at the same time, they persistently intensify their branding offerings to sustain loyalty. This article brings into discussion green consumption values as the authors aim to shed light into the way the latter moderate the effect of brand related factors, namely, brand experiences and brand personality, on brand loyalty. Based on data received from 413 participants and using the wearable technologies industry as the focal context, the study underscores the significance of green consumption values. Findings are discussed, and implications for managers are provided.     

我国通信业客户忠诚驱动因素研究

客户忠诚指客户行为的持续性,它对确立企业的核心竞争力具有重要影响。文章认为,客户忠诚是内外部环境因素共同作用的结果。而通讯服务质量、信任、转网成本、员工忠诚是影响通讯业客户忠诚的重要因素。其中,良好的通讯服务质量是维系客户忠诚的保障;信任是客户再购买行为产生的前提;转网成本对通讯业客户忠诚有着不可忽视的影响;员工忠诚有助于客户忠诚的建立。我国通讯运营商要建立客户忠诚,必须以客户导向的营销理念作为企业经营管理的主导思想;加强技术创新,为客户提供全方位的优质服务;与客户之间建立相互信任的合作关系,为长远合作奠定基础;提高转网成本和员工忠诚度,为建立客户忠诚打下坚实的内部基础。     

The voice of the loyal manager: Distinguishing attachment from commitment

The purpose of this article is to use Albert Hirschman's Exit, Voice, and Loyalty framework to analyze the extent to which corporate employees are merely attached to the firm rather than committed. A model of managerial loyalty is developed where loyalty is defined as the percentage pay increase that an employee would require to leave the current firm for alternative employment. Independent variables in the model include barriers to exit and voice. This model was tested on three data sets from North American airlines. This model received empirical support during a stable environment but was not strongly supported during a more turbulent environment. Implications of the results are discussed.     

Introduction to research on Hirschman's Exit,Voice, and Loyalty model

This article introduces this special issue of theEmployee Responsibilities and Rights Journal on recent work exploring Albert O. Hirschman's Exit, Voice, and Loyalty model of dissatisfaction. This special issue provides a forum for researchers and theorists with various perspectives on the model to present their ideas in one place. There are six original articles in this issue, and one discussion piece. While these articles do not resolve the controversies surrounding the Exit, Voice, and Loyalty model, they do provide a clear picture of the current status of research and theory on dissatisfaction in organizations from this perspective.     

一种新的顾客满意度指数测评模型

顾客满意度指数是近年来许多国家和地区积极开展研究和采用的一种新的经济指标。本文在已有研究的基础上,结合我国消费者行为的特点,构建了一种新的顾客满意度指数测评模型。该模型在期望不一致模式的基础上,同时考虑了公平模式和需要不一致模式,引入感知公平和感知价格变量,并为这些结构变量设计了相应的观测变量和路径关系,建立了由顾客满意、企业形象、感知价格到顾客忠诚三条路径关系,改变了传统模型中从顾客满意到顾客忠诚路径过于单一的情况。     

顾客满意策略与顾客满意营销

在情感消费时代，企业不再以质量达标、自己满意为经营理念，而是以顾客满意、赢得顾客高度忠诚为经营理念。企业营销策略不再以争取或保持市场占有率为主，而是以保持顾客份额和顾客忠诚为主。而顾客满意策略正是企业获取顾客“货币选票”的制胜法宝。以顾客至上为理念，让顾客参与产品设计、提供全程高附加值的服务、个性服务、培育顾客忠诚，是CS时代顾客满意营销的主要策略。     

顾客忠诚维度的企业赢利策略研究

在一个很长的历史时期，市场份额被管理者看成是衡量一个企业能否获取高额利润的重要指标．直到20世纪80年代这一观念才开始改变。大量研究表明，市场份额和企业利润的相关度在大大降低，而顾客忠诚度则成为与企业高利润更为密切相关的因素。因此，企业要实现其利润最大化，必须重视培养顾客对企业的忠诚度。     

泰山旅游需求时空分布规律及旅游者行为特征的初步研究

泰山旅游需求存在着明显的时空分布规律．调查显示．游人数量的日变化、周变化和年内变化十分显著；客源地主要分布于山东及其周边省市；旅游区内部以泰山中路和岱顶的需求强度最大。最后对旅游交通方式、旅游消费、旅客职业构成双重游率等旅游者行为特征进行了分析。     

客户管理与供应链管理的数字化忠诚系统研究

论述了企业需要建立数字化忠诚系统来整合客户关系管理（CRM）能力和供应链管理（SCM）能力，从而科学合理对待每位客户，将给企业带来新的数字经济效益。阐明了建立数字化忠诚系统模式的一些基本假设。并提出了理解客户价值与需求以及供应链成本、系统设计、系统管理与执行、效果评价等“四步法”。通过建立数字化忠诚系统，企业能够创造一种有效的管理循环和竞争优势，从而将之成为企业的核心竞争力。