垄断对顾客购买行为的影响分析

顾客购买行为指顾客满意和顾客忠诚。在静态古诺模型中加入顾客忠诚度这个变量,分析了垄断对顾客忠诚度的影响,从数学的角度证明了垄断与顾客忠诚度负相关;同时提出了垄断系数,以刻画不同竞争环境,并构造了顾客忠诚度关于顾客满意度的函数,以此针对不同产品分析顾客忠诚度和顾客满意度之间的关系。     

The Case Against Small Business Consultants:

Accounting firms are widely, but not universally, cited sources of external consulting to small businesses. The reasons for non-use of consultants provided by previous studies include demographic and attitudinal barriers. This paper explores the important role human interaction may play to form additional barriers and extends previous models to show dual evaluation loops. The model extension suggests that customer orientation training should be emphasized among employees at lower levels in large consulting firms.     

Warranty as a Signal of Quality: The Moderating Effect of Consumer Knowledge on Quality Evaluations

Prior research has shown that consumers use warranties as a signal of quality. This article explores whether prior knowledge moderates consumers' utilization of warranty information in evaluating product quality. In particular, we examine how prior knowledge impacts the relative use of warranty information when consumers are already aware of firm reputation. Indeed, we find that the extent to which warranty information is used in quality evaluations varies with prior knowledge. We report the results of two experiments, which somewhat surprisingly suggest that, for experts, a better warranty leads to perceptions of higher quality, regardless of firm reputation. Novices on the other hand, tend to perceive a better warranty as a signal of higher quality only when the firm is reputable but not when its reputation is low.     

Consumer Trust and Satisfaction in the Formation of Consumer Loyalty Intentions in Transactional Exchange: The Case of a Mass Discount Retailer

Marketing relationships can be placed on a continuum from short, discrete transactions to ongoing brand relationships. The majority of recent work has focused on relational exchanges, with some scholars even suggesting early on that the marketing discipline was undergoing a paradigm shift from a transaction-based marketing perspective toward a relational exchange perspective. However, there has been a growing recognition that not all customers seek relational exchanges. Consequently, the current research considers customer relationship management from the less studied, but oft seen, perspective of transactional exchange. A study is presented using recent advances in structural equation modeling analyses, including Bayesian estimation methods and mediation analyses. We further consider the psychological processes underlying the formation of consumer loyalty based on pre- and post-purchase measurements taken over multiple time periods. We specifically hypothesize that consumer satisfaction judgments will fully mediate any influences of post-purchase trust judgments on future loyalty intentions. With American consumers’ trust in businesses at an all-time low, coupled with the recent trend that more and more brick-and-mortar retailers are at risk of “showrooming” for online retailers, there is an apparent need to also consider retail customers who see the value of relationship marketing only selectively.     

Affect versus Cognition in the Chain from Perceived Quality to Customer Loyalty: The Roles of Product Beliefs and Experience

To support managerial practice and help improve analytical models in retailing, this article extends the literature on processes in the psychological chain of effects from perceived quality to customer loyalty by making three original and fundamental contributions. Based on multilevel structural equation modeling of consumer data from Bolivia, Japan, and the USA, it shows that product beliefs mediate this chain of effects and that cross-over effects connect rational and emotional processes within this chain. Moreover, it elucidates conditions moderating the strength of these emotional and rational processes. Breadth of experience positively moderates the mediating role of product beliefs. Relative price positively moderates the effect of hedonic product beliefs on affective customer satisfaction and negatively moderates the effect of utilitarian product beliefs on cognitive customer satisfaction. Time since purchase positively moderates the role of emotional processes and negatively moderates the role of rational processes. The moderating effects of sensory, affective, and intellectual brand experience support the predictive validity of the research model. Further analyses illuminate how social recognition, customer value co-creation through product usage patterns, and product-service bundling affect product beliefs, as well as how affective and cognitive customer satisfaction influence positive word-of-mouth.     

基于服务利润链的员工满意度提升策略

服务利润链揭示了员工满意度决定顾客满意度,最终决定企业获利能力的强弱。本文在阐述服务利润链理论的基础上,探讨提高员工满意度的策略,以达到提高服务企业的获利能力和竞争能力的最终目的。     

Relational Perspectives of Perceived Service Quality in the Online and Offline Environments: A Meta-Analysis

Abstract

Today, service quality is a major driver enhancing and consolidating the relationship between consumers and their service providers. The diversity of research in this context revealed a gap between empirical results which investigated the relational consequences of service quality, and showed missing studies that allowed generalizing and specifying the perspectives of the service quality in the relational domain. So, this research suggests a Meta-Analytic Structural Equation Modeling (MASEM) to validate a synthetic model integrating perceived quality, satisfaction and loyalty. It is based on 43 recent academic research derived from 22 countries. The results validated the meta-analytic structural model and showed that the service environment moderates causal links between perceived quality, satisfaction and loyalty.     

企业文化对知识员工忠诚度的影响研究

为探讨企业文化与知识员工忠诚度的关系,依据企业目标偏好差异将企业文化分为员工导向与任务导向两类,对员工忠诚度等概念进行了界定,并就员工导向和任务导向的两类企业文化与知识员工忠诚度的关系构建一个分析框架模型,提出了一系列相关命题,以期为企业提高知识员工忠诚度提供理论上的指导。     

The impact of hard discounter presence on store satisfaction and store loyalty

Hard discounters, such as Aldi and Lidl, have become more important in the last decade. Recent research suggests that the presence of a hard discounter (HD) decreases customers’ share of wallet. In this study, we aim to understand why this occurs, by considering how HD presence affects store attributes and store satisfaction. In particular, we investigate whether HD presence affects store satisfaction formation as well as the effect of store satisfaction on share of wallet. We analyze Dutch data on store attribute evaluations, store satisfaction and share of wallet. Our results show that HD presence decreases convenience evaluations of a store, satisfaction and share of wallet. Moreover, we show that the relationship between convenience and store satisfaction becomes more important when a HD is present, while we then also find a stronger positive relationship between satisfaction and share of wallet. Simulations based on our model estimations show that especially price-oriented retailers should fear decreases in share of wallet when a HD is present.     

The interrelationships among service quality,customer satisfaction,and customer loyalty: Examination of the fast-food industry

The purpose of this study was to use customers’ perspectives to develop a conceptual model for improving service quality and enhancing customer satisfaction and loyalty. The 197 samples were selected from customers of leading fast food franchise enterprises in Taiwan. The research results indicate that service quality positively influences customer satisfaction and customer loyalty. Service quality positively influences customer loyalty through customer satisfaction. The research findings indicate that managers need to ensure they have efficient service quality to enhance customer satisfaction and customer loyalty levels.     

基于供应链理论的员工与顾客满意度研究

通过回顾供应链、服务利润链理论渊源,了解这些理论的发展过程,进而了解供应链上每一个企业如何从服务利润链的逻辑内涵入手阐述在企业管理中打造服务利润链。本文从员工满意度、顾客满意度等方面,提出了一系列的以服务利润链理论为中心的企业管理策略。     

Extrinsic Cues and Consumer Judgments of Food Product Introductions: The Case of Pangasius in Norway

In this article, the authors explore how the extrinsic cues corporate social responsibility, endorsement, and country of origin affect consumer evaluations of product quality, value, and expected product popularity for frozen Pangasius filets, a farmed fish product just recently introduced into the Norwegian market. The effects of these three variables are tested on purchase intentions. By means of a 2?×?2?×?2 factorial experiment in combination with survey data, the authors find that the three extrinsic cues under study had different effects on the evaluative variables. Furthermore, these variables all had positive and significant effects on purchase intentions. Hence, the general conclusion is that importers of new food products like Pangasius can benefit from focusing on extrinsic cues when the intrinsic cues are hard to evaluate or are unknown. Through the indirect effect on purchase intentions, extrinsic cues play an important role when consumers judge unfamiliar and new products.     

子公司知识来源对跨国公司知识流动的影响

知识流动是跨国公司最重要的资源流动。不同来源的知识在跨国公司内转移的效率不同,所需要的组织机制也不同。对于基于知识网络的现代跨国公司而言,必须充分重视子公司知识来源与转移绩效的关联性,选择有利于知识流动的组织机制。     

The moderating effect of individual level collectivist values on brand loyalty

In today's dynamic business environment the success of a firm often depends on its ability to create brand loyalty. While there is a large body of research exploring brand loyalty and its antecedents, little has been done to examine how the relationship between these antecedents and brand loyalty is moderated by consumer differences in individual level collectivist values. This understanding is important however as consumers high in individual level collectivist values have been found to make different brand choices than consumers low in individual level collectivist values. We develop and test theory that suggests consumer differences in individual level collectivist values have a significant moderating effect on the relationship between perceived value, perceived quality, brand trust and brand loyalty. The results show that consumers high in individual level collectivist values are significantly more loyal to a focal brand, especially when brand trust and perceived quality are at relatively low levels.     

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.     

导游服务质量对旅游者满意、忠诚的影响研究——以华东线为例

以华东线游客市场为例,通过问卷调查,用SPSS16.0分析了导游服务质量对游客满意度和忠诚度的影响,结果表明,导游服务质量与游客的满意感、忠诚度之间都存在显著的正相关关系;在讲解水平、服务态度、应变能力、服务规范四个评价因子中,导游的讲解水平、应变能力分别是影响游客满意度和忠诚度的最主要因子。旅行社要认识到导游的重要性,采取相关措施,提高导游服务水平,树立良好的品牌形象,提高游客的满意度和忠诚度。     

Impact of Consumer Awareness,Knowledge, and Attitudes on Organic Rice Purchasing Behavior in China

This study examines how Chinese consumers’ awareness, knowledge, and attitudes influences their purchasing behavior for organic rice. The aim is to determine whether regional differences in these factors and in the resulting behavior exist and thereby, to provide the organic rice industry with sufficient information to expand its market and improve profitability. Respondents answered a total of 1,371 questionnaires, whereby 406, 539, and 426 responses came from inland, coastal, and northern regions, respectively. A binary logit regression is applied to analyze the survey data and predict purchasing behavior at the national and regional levels. While the results indicate that consumer awareness, product certification, and product availability factors have a positive impact on the likelihood of purchasing organic rice, the price has a negative relationship with organic rice consumption. Furthermore, the results demonstrate that northern consumers are more likely to buy organic rice than those in inland and coastal regions. In particular, awareness and knowledge factors have a greater influence on purchasing behavior in northern regions. These findings suggest that enhancing consumer awareness of organic rice and providing more purchasing channels could contribute to increasing organic rice consumption.     

The effects of store brand loyalty on store loyalty: evidence from the Spanish market

This article studies the impact of retailers' store brands on store performance. Specifically, we analyze the extent to which store brands contribute to store loyalty. On the one hand, a positive relationship between customers' familiarity with and loyalty to the retailer's own brand and customers' loyalty to the retailer should result from the potential of the store brand to differentiate the retailer. On the other hand, an negative relationship between customers' familiarity with and loyalty to the retailer's own brand and customers' loyalty to the retailer may result from store brands' association with more price-sensitive customers, who have a higher propensity to buy at different stores that offer the best bargain. The empirical analysis, conducted with a sample of customers of leading retailers in the Spanish detergent market, shows no relationship between store brand loyalty and loyalty to the retailer. Although the purchase of store brands relates positively to higher loyalty to the retailer, this relationship deteriorates with the degree of exclusivity of store brands within the customer's shopping basket.     

物流服务质量影响因素与顾客忠诚度

物流服务是现代服务业的一个重要组成部分,物流服务质量对提升企业竞争力具有重大影响。影响物流服务质量的因素主要有信息能力、配送能力、售前售后服务能力、匹配能力和创新能力。其中,售前售后服务能力、信息能力、配送能力对物流顾客感知满意度的影响具有显著性,匹配能力和创新能力对顾客感知满意度的影响较为显著。顾客感知满意度显著影响顾客的忠诚度,并且两者之间存在较大的路径系数。