Managing a Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters

This study investigates how retailers can leverage their brand to shape customers’ satisfaction with service encounters. It develops and tests hypotheses about how brand, store, and consumer factors moderate customer responses to experience clues during retail service encounters. Six meta-regression analyses synthesize and compare results from 842 satisfaction equations describing customers’ encounters with a global retailer operating 400 stores in 32 countries. The results show how customers weigh their perceptions of service encounters differently depending on brand, store, and consumer factors. In markets where customers believe the retailer has high holistic brand quality, they place less weight on experience clues within the store. In markets where customers believe the retailer’s service brand promise, they place more weight on in-store experience clues. In markets where the retailer promises utilitarian value, customers weigh functional experience clues more heavily. In markets with an online purchasing channel, the effect of experience clues common to offline and online store environments is magnified, and unique clues are diminished. In addition, customers heavily weigh experience clues that fit their goals. In general, retail success factors include high brand quality (which makes customers more forgiving), a service brand promise that is mirrored in the store image (which makes customers attend to the experience clues aligned with them), and the careful monitoring and managing of retail touchpoints (to customize experience clues to each market). In this way, retailers can use customer-based strategies to effectively design and manage their global retail brand in different markets.     

The role of public space in constructing experience capital: A longitudinal analysis in the hotel context

Public space plays a primary role in shaping customers' hospitality experiences. Yet how public space conditions customers' experiential outcomes in accumulating capital for hospitality organizations remains underexplored. Inspired by the theory of psychological ownership, this research presents an in-depth analysis of the impacts of customers' public space experiences on their experiential outcomes using a longitudinal hotel industry dataset merging information from customer surveys, property performance, and surrounding accessibility insights. Findings revealed the positive effects of customers’ public space experiences on their overall service experiences, the perceived value of the experience, revisit intentions, and recommendation intentions. Moreover, hotel class, other customers, and surrounding accessibility were empirically verified as moderators conditioning the positive impact of public space. These findings offer valuable implications for theory and practice that are worthy of further exploration.     

Mobile diaries – Benchmark against metered measurements: An empirical investigation

Researchers seeking to study the relationships between consumers' communications, attitudes, and behaviors could benefit from monitoring consumers over time, across multiple locations and channels, and in a way that reflects consumers' subjective perceptions. Diaries on smartphones (mobile diaries) can be used as a research tool for such purposes. A mobile diary is a self-report instrument whereby people use their mobile handset to repeatedly report experiences of interest. Mobile diaries are increasingly used in psychology, geography, medicine, and commercial marketing. Yet they have rarely been used for quantitative marketing research, and were not benchmarked against best-practice metrics in marketing.In this study, we aim to set the ground for using mobile diaries in quantitative marketing research. We first lay out the theoretical infrastructure for the usage of mobile diaries, and describe possible respondent reporting concerns, including concerns related to non-reporting, reporting over time, and concerns stemming from individual-level heterogeneity.We demonstrate the potential of mobile diaries, as well as the importance of the various concerns, using a benchmark test case in the context of primetime TV viewing. Our benchmark uses a sample of respondents with both mobile diary viewing reports and Nielsen People Meter (NPM) records. Our analysis reveals that averaging across all conditions, 47.4%–64.7% of the NPM records are reported by the diary. The major sources for mismatch are random time periods without alarms, short viewings, and periodic reporting inactivity (pulsing). Concerns such as a decrease in reporting rates over time (e.g., fatigue), smartphone ownership, and demographic variation across individuals have relatively small effects on reporting likelihood. Analyzing the cases in which diary reports do not have a matching NPM record, we find many of them can be attributed to out-of-home viewing and viewing on non-metered devices. This finding demonstrates how mobile diaries can complement metered measurements. Overall, aggregate diary-based ratings have a 0.90 correlation with NPM ratings.We discuss implications for designing and using mobile diary studies in marketing.     

Using segmentation to compete in the age of the sharing economy: Testing a core-periphery framework

Airbnb has emerged as a credible competitive threat to the hotel industry. Consequently, hotel brands are having to rethink the experiences they provide to customer in an increasingly competitive environment. Despite these trends in the industry, experience-related research that examines and informs these developments remains under-represented in the hospitality and tourism literature. The present study offers a systematic approach to examine the potential differences in experiential consumption in the accommodations industry. Using a multiple-group analysis approach, it examines the moderating effects of individual characteristics and situational factors on the nature and dynamics of experiential consumption in the accommodations industry. The findings of the study culminate in the core-periphery framework of the hospitality consumption experience that can provide a relevant theoretical lens for future research into the different sectors and types of experiences within the hospitality and tourism industry. The study also outlines important implications for the hotel industry’s strategic experience design initiatives, from the standpoint of product development, the segmentation, targeting and positioning (STP) process, and marketing communications.     

创业失败经验对连续创业意愿的影响——创业失败学习与市场动荡性的作用

基于经验学习理论，探究创业失败经验如何通过创业失败学习影响创业者连续创业意愿，以及市场动荡性的调节作用。对176位有失败经历的创业者进行问卷调查，结果表明：创业失败经验对创业失败学习和连续创业意愿均有显著正向影响；创业失败学习在创业失败经验与连续创业意愿关系间起中介作用；市场动荡性负向调节创业失败学习与连续创业意愿的关系，即市场动荡性越高，创业失败学习与连续创业意愿间的关系越弱。研究结论对于拓展创业失败经验与连续创业意愿研究、帮助创业者从失败中复原，以及激励连续创业具有重要理论价值和实践意义。     

Disentangling acquisition experience: A multilevel analysis and future research agenda

Research interest in firms repeatedly involved in acquisitions has increased over the past decade. However, this increase has remained unmatched by efforts to integrate what is known, leaving the acquisition experience research field scattered, in turn hampering further theoretical and empirical progress. Taking a broad approach to experience, we review 106 empirical studies published in leading journals that focus on the effects of past acquisitions on subsequent ones. We discover three distinct but complementary ways in which research has dealt with experience. Moreover, research on acquisition experience has drawn conclusions on three important but insufficiently integrated levels of analysis. Our review delineates and systematises the current theoretical and empirical progress in acquisition experience research and outlines a future research agenda.     

企业成功创新经历与未来创新绩效

结合组织学习和企业二元式创新理论，探讨成功创新经历对企业未来创新绩效的影响。以2000—2017年中国制造业上市企业专利数据为基础，研究发现，成功创新经历可以显著提高企业后续专利申请数量。但是依据创新实质和创新幅度将创新分为探索式创新与利用式创新后，发现企业后续专利申请主要体现在利用式创新方面，不利于企业探索式创新。间接影响因素检验表明，企业间合作研发程度越高，成功创新经历越能够显著提升其后续创新质量，但是路径依赖越强的企业，其后续创新质量越差。从新的视角推进企业成功创新经历研究，就当前关于成功创新经历对后续创新绩效的影响悖论给出解释机制，同时对企业增强创新能力、维持长期竞争优势具有重要启示作用。     

高管学术经历能提高企业分红吗？

文章选取2008-2017年沪深A股3449上市公司的23193个样本数据，实证检验了高管学术经历与企业分红水平的关系。研究发现，相比于高管无学术经历的企业，有学术经历高管企业的分红水平显著更高。高管的学术经历通过缓解融资约束，而不是缓解过度投资的路径显著提高企业分红水平。在进一步的研究中，通过引入外部治理与企业产权性质影响因素，发现外部治理较弱、非国有企业的情况下，高管的学术经历对企业分红水平的提高作用更加明显。采用倾向得分匹配法（PSM）、工具变量回归等检验结果依然稳健。研究丰富了高层梯队理论与企业分红相关性的文献，发现了中国情境下影响企业分红的新因素。     

转变城市发展方式之低碳城市建设——基于德国经验借鉴

首先从产业能源体系、低碳交通网络及生态环境三方面梳理德国低碳城市建设实践,然后总结德国在低碳意识培养、战略目标制定、政策体系建设等方面值得借鉴的经验,最后从“公平-效率-质量”视角为我国低碳城市建设提出建设路径:加快创新驱动,提高建设效率;提供制度支持,注重建设公平;强调以人为本,提升建设质量。     

干部经历 会影响农户选择电商销售渠道吗?——基于荔枝种植户的实证分析

基于印记理论,选取2020年广东和广西两省荔枝主产区的964户种植户作为调研对象,运用logit模型进行实证分析,探索干部经历对农户选择电商销售渠道的影响。结果显示:干部经历对荔枝种植户采用电商销售具有显著的正向影响,而农户自身具有的销售渠道资源也是荔枝种植户选择电商销售的动力之一,其与干部经历带有的政治资本共同推动种植户选择电商销售。因此,要发挥具有干部经历的农户在农产品电商发展中的带头人作用,培育当地的销售服务团队与提供更多的销售渠道资源,并联合社会多方力量加大对农产品电商销售的培训力度。