服务行业顾客重购意向的影响因素及其相互关系研究

本文探讨了转换壁垒、顾客感知价值、顾客满意对顾客重购意向的影响作用及其相互关系。以理发行业为研究对象,通过发放问卷收集数据,并运用结构方程分析软件进行了实证性检验,结果发现:顾客满意和顾客感知价值都对顾客重购意向具有直接显著影响;转换壁垒的不同维度对顾客重购意向的影响不同,社会利益对顾客重购意向产生积极的影响作用,转换成本不能增加顾客价值和顾客满意,但会对顾客产生锁定作用。对企业来说,管理者可以增加顾客满意和顾客感知价值来增加顾客重购意向,也可以通过提高顾客对转换壁垒的感知,从而对顾客起到锁定作用。     

An integrative framework for customer switching behavior

Due to increased intensity of competition, retention of customers has become a major concern in many service industries. Although researchers have investigated customer switching intention and its influential factors, the complex structural mechanisms that reduce the likelihood of switching intention in the field of financial services, especially in the banking context, have remained understudied. This paper addresses the role of customer satisfaction, customer loyalty, customer trust, and customer perceived value within a new conceptual model for customer switching intention in the banking services. In particular, the paper contributes to examine the potential moderating effect of switching barriers on the relationship between customer loyalty and switching intention as well as the relationship between satisfaction and switching intention of customers in the banking services. Data are collected through a questionnaire survey, and partial least squares-structural equation modeling is used for data analysis. Empirical results confirm the proposed model and hypotheses and show that switching barriers strengthen the impact of both customer loyalty and satisfaction on switching intention. The findings of this research offer a unified view of the structural relationships that contribute to reduced switching intention and provide more in-depth insights into the role of switching barriers in the banking context.     

顾客转换障碍的内涵及其在营销中的应用

随着竞争的日趋激烈,吸引新顾客的成本越来越高,企业为了保留顾客不仅要管理好顾客满意度,同时也要重视转换障碍。转换障碍是指顾客在转换产品或服务提供者时所遭遇到的这种困难和成本的支出,转换障碍可以分为正面转换障碍和负面转换障碍,正面转换障碍反映的是顾客主动保留在主顾关系中,而负面转换障碍反映的是顾客被动保留在主顾关系中。转换障碍在保留顾客计划中具有非常重要的意义。     

基于无形性的工业品牌价值产生机理解析

聚焦于工业品的无形性,本文通过Mudambi品牌价值风轮（pinwheel）模型说明无形性是工业品牌存在的前提条件。因为工业品的无形性,品牌成为一种工具,无论是从一致于信息经济学派的品牌理论的感知风险的视角出发,品牌减少了风险,还是从一致于认知心理学派的品牌理论化范式的感知质量的视角出发,品牌增加了感知价值,都为顾客带来了价值,这种价值便是工业品牌价值。     

Customer satisfaction and price tolerance

This study investigates the association between customer satisfaction and willingness-to-pay or price tolerance. The goal is not only to determine whether the association between customer satisfaction and price tolerance is positive or negative but also to gauge the degree of association. The Swedish Customer Satisfaction Barometer provides the data. The empirical analysis indicates a negative association between the level of customer satisfaction provided by the firm and the degree of price tolerance exhibited by its customers. However, a positive association is found between year-to-year changes in the levels of customer satisfaction and price tolerance.     

消费者重购意向形成影响因素与作用机制研究

维系老顾客,满足顾客的期望,不断增加顾客的重购行为对企业提高市场竞争力具有非常重要的意义。顾客满意、顾客的品牌偏好、顾客的多样化追求倾向、替代品的吸引力和顾客感知的转换壁垒是影响顾客重购的主要因素。同时,在此基础上模仿了电子技术中的并联回路,建立了影响因素的作用机制模型。     

Do customer participation and cognitive ability influence satisfaction?

Under some circumstances, increased customer participation can enhance customer satisfaction. However, the precise mechanism by which participation might increase satisfaction has not been explored in the literature. This paper considers whether a customer’s cognitive ability might affect the relationship between participation and satisfaction. A causal model has been developed to examine the potential interactive effects of participation and cognitive ability on satisfaction, and a simple quantitative model has been proposed to simulate these effects. The results of both a numerical simulation analysis and a quantitative analysis of case study data indicate a significant main effect of cognitive ability on satisfaction. Additionally, an interactive effect has been observed, whereby higher cognitive ability results in higher satisfaction, given a minimum degree of customer participation in the service. Among this study’s implications is that customers with different cognitive abilities should have different degrees of participation that act to maximize their satisfaction.     

质量、顾客满意和价格容忍度关系的实证研究

顾客满意已经成为新世纪企业管理理论和实践研究的热点问题。本文从顾客价格容忍度的角度研究顾客满意为企业带来的效益，并进一步比较不同品牌的产品，顾客满意对价格容忍度影响的差异。实证研究表明，顾客满意、产品质量和服务质量对价格容忍度均有显著的正向影响：品牌的服务质量越高，顾客满意对价格容忍度的影响越大。     

Economic and Non-economic Satisfaction as Outcomes of Micro-enterprises’ Perceived Value from Banking Relationships

ABSTRACT

Purpose

The purpose of this paper is to position economic and non-economic satisfaction as outcomes of micro-enterprises’ perception of value, and to determine the antecedents of perceived value within the business banking industry.     

EDITOR'S COMMENTS

ABSTRACT

The key to improving pricing methods lies in establishing a clear relationship between the price paid by customers and the value received. A company's understanding of how a decision in its pricing policy will affect the perceptions its potential consumers will have of these prices, is fundamental if it wishes to make sure that its offer is properly perceived. Thus, if companies identify the rules used by purchasers to price their products, they will be successful in getting the objective signal they send via their communication strategies to be perceived in the desired manner. This analysis shows that both monetary and non-monetary costs are considered by consumers when determining the final cost perception associated with the acquisition of a good, and that the understanding of the internal reference price is essential for determining the nominal price effect on the monetary component of total sacrifice.     

The examination of the relationship between experiential value and price fairness in consumers’ dining experience

Consumers enjoy sharing meaningful consumption experiences with others. The purpose of this study is to better understand this behavior by identifying the specific aspects of experiential value that motivate word of mouth behavior. To these ends, this study tests a model that proposes relationships among four types of experiential value (aesthetics, escapism, service excellence, and efficiency), satisfaction, price fairness, and word of mouth. The results indicate that, among the four types of experiential value, service excellence and efficiency are the most important determinants of post-consumption word of mouth. Accordingly, this research contributes a better understanding of experiential value and its effects on motivating favorable post consumption word of mouth promotion. Managerial implications providing a holistic perspective of consumer cognition, emotion, and motivation are provided.     

“Alexa,lock my front door”: An empirical study on factors affecting consumer's satisfaction with VCA-controlled security devices

Voice conversation agents (VCAs) have moved beyond simple tasks such as information gathering. The integration of VCAs in smart technologies for security has grown in the consumer market. This paper investigates consumers' motivation to use smart technologies controlled by voice conversational agents and how that impacts their perceived hedonic and utilitarian value, which eventually leads to their satisfaction with smart technologies usage. Two cross-sectional studies and a netnography were conducted. The findings showed that the variables measuring technology acceptance mediate the relationship between consumers' motivation and the perceived value of the VCA-controlled smart technologies. Study 1 results show that ease of use and usefulness of the VCA-controlled smart technologies have a more substantial mediating effect between motivation and hedonic value than utilitarian value. For study 2, results show that the mediators had a stronger influence on hedonic and utilitarian values for outdoor voice conversational agent-controlled smart technologies than indoor smart technologies. Study 3 showed that smart technologies have both risks and benefits and depend on whether they are being used for themselves or others. The results suggest that marketers need to consider consumer's emphasis on the products' features including its ease of use and usefulness, and strategically complement it with consumers' prevention and promotion focus for each product.     

在线市场的价格离散现象研究

由于信息不完全,现实市场中价格总是离散的。在线市场中,信息搜寻成本大大下降了,并且出现了可以自动搜寻各种信息包括价格信息的自动软件主体。然而实证研究表明,由于在线市场的交易行为与离线市场相比更加复杂,价格并不是消费者关注的唯一或最主要变量,因此在线市场的价格离散仍然持续存在,而且其中蕴含着更加丰富的顾客价值内涵。