Managing Customer Expectations of Restaurants

Based on past research in services marketing the authors develop a conceptual model of the antecedents of customer expectations of restaurants. The model was then empirically tested using the simultaneous equation procedures of LISREL 7. Data was collected and analyzed. Significant findings are discussed in terms of what restaurant managers need to do to properly manage the expectations of their customers to enhance patronage and profitability by ensuring customers are satisfied with the restaurant.     

广告创意产业的差异化竞争策略

中国广告市场的逆向选择现象是广告公司同质化竞争的必然结果,也是影响广告创意产业竞争力提升的关键因素。本文运用信息经济学的逆向选择理论和企业竞争优势理论,对我国广告市场存在的逆向选择现象、危害及其成因进行深入分析,指出差异化代理是解决广告市场逆向选择问题的根本途径,并具体阐述了广告创意产业差异化竞争的四种策略。     

全球创意产品贸易发展趋势及中国机遇

对全球创意产品贸易发展的趋势及其特点进行了简要分析,并剖析了中国当前创意产品贸易的发展趋势、特点以及在全球创意产品贸易中所处的地位。分析认为,作为全球贸易新的增长点和新引擎,全球创意产品贸易的快速发展为中国带来了新的机遇,应从增加创意产业的科研投入以及加强创意产品贸易的政策支撑力度等方面,提升中国创意产品贸易的国际竞争力。     

Expectations and Satisfaction in Channel Member Relationships in the Victorian (Australia) Fruit Industry

Abstract

The paper reports findings of research into the dynamics of customer satisfaction formation amongst fruit producers and their distribution channel(s), within the economically important northern Victorian (Australia) fruit industry. The paper suggests reasons why previous approaches to the issue of satisfaction in channel member relationships, which typically utilize constructs of ‘economic’ and ‘non-economic’ satisfaction, may usefully be supplemented by application of the ‘disconfirmation of expectations’ model. The research actually tests a modification of the traditional disconfirmation model that incorporates dimensions of ‘outcome’ and ‘process’ at the levels of expectations, performance and disconfirmation—a ‘dualistic’ model. This had previously been tested only in a radically different business-to business-context, that of advertising creative services. The findings suggest that satisfactory measurement of growers' expectations can be achieved. They also suggest that the disconfirmation model does appear to apply in this previously untested service context, whether unitary measures of expectations and performance, or the dualistic interpretation of expectations/performance, are utilized.     

Examining Public Hospital Service Failure: The Influence of Service Failure Type,Service Expectations,and Attribution on Consumer Response

This study investigates three independent variables; types of service failure, service expectations, and attribution on postfailure responses in healthcare. A between-subjects 3?×?2?×?2 experimental design using written scenarios was used. The findings demonstrate that customer responses to service failures in hospitals are extensively influenced by the type of service failure, the level of service expectation of the provider, and, to a lesser extent, the controllability of the cause of the failure. Core service failures lead to greater increases in negative responses for satisfaction, emotional, and behavioral responses than supplementary service failure with high service expectations protecting the provider against overall dissatisfaction, negative word-of-mouth, and switching behaviors. Interestingly, perceived high controllability leads to greater dissatisfaction but not to increased negative emotional or behavioral responses. The study applies attribution theory to explain the results. The article concludes with managerial implications.     

Gender Differences in Service Quality Expectations in the Fast Food Industry

Abstract

Services marketers can influence the evaluation of service quality by “managing” customer expectations. Expectations can also provide insights into market segmentation strategies. Gender is often used as a segmentation variable since it is easily identifiable, accessible, and profitable. The purpose of this study was to examine if there are any gender-based differences in the expectations of service quality in the fast food industry. Hypotheses on gender differences in expectations were tested by an ANOVA, where the composite scores of each of the five dimensions of fast food service were used as dependent variables. The expectations of women were significantly higher than men in four of the five dimensions of fast food service quality.     

我国综合性通货膨胀的预期与治理

本文以市场经济下的货币流通理论为指导,构建了我国自改革开放以来的通货膨胀模型,并采用计量经济学的一系列方法对模型进行了检验,实证结果表明:通货膨胀与消费、投资、财政赤字和制度转型等多个变量之间存在协整关系,但各变量对通货膨胀的贡献度具有明显差异,这为中央银行和政府部门采取差别性的宏观调控政策提供了有力依据。     

Client Selection of a Residential Real Estate Agency or Agent

Research relating to professional services marketing remains somewhat sparse, despite the increased attention the topic is receiving in the business and academic press. This article reports the findings of a study relating to client selection of a particular type of professional service provider: a residential real estate agent/agency, a virtually unresearched topic. The results clearly indicate that cli- ents tend to select a particular agent rather than an agency, which leads to a number of implications for the marketing of residential real estate-for both agents and agencies. Not only do the results provide insights into one particular decision context, but also many of the implications appear to be generalizable to other professional service providers.     

基于适应性预期的房地产价格驱动因素分析

从需求和供给两个角度出发,通过构建基于适应性预期的供需均衡模型,得出市场均衡时房地产价格决定因素的函数,并以此考察房地产价格波动及其影响因素之间的关系。同时,定性分析货币供应量、原材料价格指数、土地开发面积指数、居民通胀预期指数、人均可支配收入等因素对房地产销售价格的影响机制,通过单位根检验、Granger因果关系检验、VAR模型分析、脉冲响应分析等计量研究方法,对中国房地产价格波动的驱动因素进行实证分析,并针对研究结论提出相应的政策建议。     

中国创意产业发展模式研究——基于全球产业价值链的视角

中国庞大的创意商品出口额大多是通过OEM方式生产出口,即沿袭传统制造业的发展模式,利用丰富廉价的劳动力为跨国公司代工。作为全球创意空间中的制造车间,中国在全球产业价值链中处于低附加值、低利润的生产制造环节,既不能掌握出口产品的价格决定权,更无法控制产品的文化内涵。面对强势的西方文化及西方国家成熟的商业运作,政策导向需要在经济利益与精神价值之间寻找平衡点,以更开放、更容忍的姿态对待创意阶层特立独行的思想与行为,并制定长期性的产业发展策略以整合国内创意资源,从而摆脱对发达国家跨国公司的依赖,提升中国创意产业在全球价值链中的产业位势。     

探析文化创意产业园品牌构建的必要性——以杭州西溪文化创意产业园为例

随着文化创意产业的发展,世界各地的文化创意产业园也随之兴起,在我国也出现了＂文化创意产业园＂热。然而如何在同质化竞争中脱颖而出,文化创意产业园的品牌构建也势在必行。构建文化创意产业园的品牌,是文化创意产业激烈竞争的必然要求,是创意企业共享文化创意产业园品牌资产的需要,是满足创意阶层身份认同感的需要,甚至是塑造民族文化品牌的需要。     

对寻机性会计行为的思考

寻机性会计行为是企业管理者的一种利己行为,这种行为的产生,既与会计法规不完善、会计理论和会计方法本身所固有的缺陷等客观条件相联系,更与企业管理者受经济利益驱动而在主观上希望通过该行为为企业带来利益相联系。寻机性会计行为具有较大的危害性,应通过加强会计法规、会计准则的制定与完善、加强内外审计与监督、加大表外信息披露等措施,可约束企业的寻机性会计行为。     

Evaluation of outdoor recreational settings: A problem of measuring user satisfaction

The planning of sound and substantial outdoor recreational programs is dependent upon an understanding of the valuative process of satisfaction which is largely a result of user judgments. This study describes overall satisfaction as a function of instrumental and expressive factors, expectations, and past-use. The study revealed that expressive and instrumental factors may be stronger predictors of overall satisfaction than are the expectation factors or past-use. However, the relative importance of instrumental and expressive factors reveals site-specific variation.     

城市居民的居住期望及其对养老方式选择的影响

以城市居民为研究对象,从江苏省四个城市随机抽取813位居民进行访问式问卷调查,以居住安排与养老方式的关系作为分析视角,从个体特征,家庭的社会经济地位,居住结构状况,养老观念等几个纬度出发,经由交互分析和Logistic回归分析的方法,具体阐明了城市居民的居住期望和养老意愿的现状,并进而论证了影响他们做此选择的可能因素。多数城市居民老年时将独自(与配偶)居住,依靠社会化养老或自我服务可能会成为城市居民安度晚年的主流形式。     

建设创意城市与发展会展业

文章阐述了创意城市的基本特征,分析了发展会展业与建设创意城市的关系。文章认为:我国当前会展业存在重数量轻质量、重硬件轻软件、重眼前轻长远、重投入轻产出等问题,提出要重视前期创意策划,结合城市自身产业特色和市场需求选好会展主题,形成专业化发展的格局;以文化创新促进会展业发展,形成会展业的文化特色和品牌效应;政府鼓励和支持的手段要有科学态度,必须重视投入的实际效果效益,以创意提升我国会展业。     

国外创意产业研究动态及对我国的启示

创意产业的概念最早源自英国,随后受到很多国家的广泛关注。国外创意产业的研究还处于起步阶段,尚未形成理论体系。目前的研究主要集中在概念界定、产业特征、组织结构、地理区位、城市发展环境以及创意人群等六大主题。对于我国来说,建立适合我国国情的创意产业体系,加强国内外典型国家和城市的实证分析、以及全球创意产业价值等方面的问题尤其值得关注。     

Customer satisfaction and customer behavior: The differential role of brand and category expectations

Previous research has suggested that consumers use multiple strands to evaluate their satisfaction with a product and to establish postpurchase behavioral intention. However, prior empirical research has focused on which individual standard best predicts satisfaction. In contrast, this article develops and tests a model of consumer satisfaction and postpurchase behavioral intention in which consumers simultaneously use multiple standards—perceptions of performance, brand expectations, and category expectations. The results of an experiment for a simulated service encounter provide support for the proposition that consumers use multiple standards and that these standards have differential effects on such postpurchase outcomes as satisfaction, repurchase intention, and willingness to recommend. Brand expectations are shown to be better predictors of affective outcomes (such as satisfaction), while category expectations are shown to be better predictors of behavioral outcomes (repurchase and recommendation). Consistent with prior research, perceived performance is shown to have a strong effect on both satisfaction and behavioral intention.     

宜宾市发展文化创意产业的必然性及SWOT分析

文化创意产业是以智力创造为核心的新兴产业,呈现出高知识性、智能化、高附加值、高融合性的特征。宜宾是著名的中国历史文化名城和酒都,是长江上游开发最早、历史最悠久的城市之一,具有支撑文化创意产业发展得天独厚的资源、历史底蕴和政策条件,应该充分应用经济实力、文化资源、城市竞争力优势,区域、人才等劣势,抓住政策、市场机遇,积极克服国内外文化产业竞争和融资困难及知识产权保护乏力方面的威胁,加快发展文文化创意产业,大力促进宜宾产业结构调整和优化升级,追求更大的社会效益和经济效益,提升宜宾城市的整体形象和核心竞争力。     

黑龙江省文化创意产业战略规划研究

随着全球化进程的加快和知识经济的发展,文化创意产业在全球蓬勃兴起,并已成为国际大都市产业发展的新趋势。黑龙江省在动漫产业快速发展的同时,存在着文化产业挖掘深度不够、专业的创意人才和品牌优势缺乏、知识产权保护不完善等问题。黑龙江省发展文化创意产业的战略规划是：充分利用地理优势,深度挖掘龙江文化;实施品牌战略,加强品牌保护;实施“人才兴文”战略,培养出既立足本土又有国际视野的创意产业人才。