Customer Loyalty in Clusters: Perceived Value and Satisfaction as Antecedents

Purpose: This article studies, from the perspective of relationship marketing, the loyalty behavior of industrial customers in the context of an industrial cluster. Loyalty is a key variable for studying long-term relationships between firms.

Research implications: Recent advances in consumer and services marketing consider that perceived value and satisfaction are central to explaining customer loyalty. However, very few business-to-business (B2B) studies explain the antecedents of customer loyalty, where perceived value acquires a multidimensional perspective. This study adopts the relationship marketing approach, and loyalty behavior is analyzed in a specific setting: an industrial cluster. Furthermore, the effect of the number of suppliers is analyzed as a possible moderator in the relationships of the model.

Methodology approach: We have chosen the Spanish tile cluster to test a series of hypotheses. Questionnaires were elaborated from primary and secondary information and structural equation models (SEM) have been used for statistical treatment and confirmatory factor analysis (CFA).

Findings: This study highlights the importance of the relationships among perceived value, satisfaction, and loyalty and the importance of the different dimensions of perceived value.

Practical implications: The empirical study and the results provide important evidence for managers, specifically, the critical influence of the emotional and social perceived values by the customer on his or her level of satisfaction and on the achievement of final loyalty—the importance in the commercial training programs of this matters.

Originality, value, and contribution: This study highlights the importance of the most intangibles dimensions of value for the industrial cluster relations between companies.     

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。     

错过价格促销情境下消费者感知价值损失及其对负向购买意愿的影响

文章构建了错过价格促销情境下价格促销类型、促销幅度、感知价值损失和负向购买意愿关系的理论模型.通过2(价格促销类型:直接降价/间接降价)×2(价格促销幅度:大/小)的因子实验设计,研究发现:在错过价格促销情境下,消费者感知价值损失因价格促销的类型不同、幅度不同而有显著差异,价格促销类型和价格促销幅度对消费者感知价值损失有交互作用,消费者感知价值损失对负向购买意愿存在显著的正向影响.     

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。     

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。     

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.     

Effects of Extrinsic Attributes on Perceived Quality,Customer Value,and Behavioral Intentions in B2B Settings: A Comparison Across Goods and Service Industries

ABSTRACT

The traditional formulation of customer value is a trade off of benefits and sacrifices, with intrinsic quality typically being the primary benefit, and price typically being the primary sacrifice. While additional sacrifices have been proposed in the literature (e.g., time and effort), we explore three additional benefits, the extrinsic attributes of industry leadership, innovation, and customer focus and their effects on a hierarchical quality-value-intention system. Data gathered from two distinct business-to-business domains, one goods and one services, showed that extrinsic attributes impacted elements of the quality-value-intention system. It was also found that quality and customer focus (an extrinsic attribute) differed in their effects across goods and services contexts. Managerial implications are discussed for creating customer perceived value in goods and services industries.     

共享住宿顾客感知价值的概念模型研究和综述

共享住宿作为一种住宿新业态,构建共享住宿顾客感知价值概念模型对于促进其可持续发展具有重要指导意义。本研究利用ROST CM6.0软件对在线短租平台上的顾客点评进行文本分析,择取顾客感知价值的部分高频特征词,结合文献研究对高频特征词进行归类,提出共享住宿可持续性发展的管理启示,进一步丰富共享住宿领域的研究范畴。     

二元股权结构下的流通权定价理论与应用

中国股票市场流通制度的缺陷是市场系统性风险的根源所在,出路在于股票市场非流通股的全流通。全流通成功的关键在于合理确定全流通的股票价格。必须依据一个基本的定价模型,以此来逐步解决股票市场的全流通问题。     

客户忠诚理论的价值分析和驱动模式研究

在客户关系管理(CRM)中,客户忠诚是其基本目标。客户忠诚是一种导致消费者与品牌发生联系的态度,进而表示出来的一种由个人特征、环境和购买情景共同作用的购买行为模式。在分析客户忠诚对客户关系管理的价值,客户忠诚的度量指标和维度分类的基础上,提出了客户忠诚的满意驱动、价值驱动、双因素驱动和多因素驱动四种驱动模式以及各因素对客户忠诚的驱动机理,揭示了客户忠诚的本质,为企业客户关系管理中达到客户忠诚提供理论支持和实践方法。     

网络顾客关系价值及其对再购买和口传意图的影响

文章以网络零售消费者为对象,对网络顾客关系价值及其行为结果进行了实证分析。结果显示,在网络零售中,消费者的信心利益价值、个性化服务价值、时间精力节省价值对其感知关系满意具有显著的积极影响,特殊待遇价值对其感知关系满意具有部分影响,而受尊重价值和社交利益价值对其感知关系满意的影响未获统计学意义上的支持。这些研究结果有助于在理论上推进对网络顾客关系价值内涵的认识,在实践上为网络零售商有效开发顾客关系价值战略提供实务指导。     

基于碳价格与环境能源关联分析的中国碳交易市场研究

碳交易市场发展是当今各国高度关注的一个问题。节能减排技术落后、国际碳价格波动、话语权缺乏,导致我国碳交易市场发展受阻。运用灰色关联分析方法、供求关系理论,对价格与环境能源问题进行相关性分析;据分析结果阐析我国碳交易市场多种问题产生的深层次原因;研究中国碳交易市场的发展对策,以期为企业进行相关营销活动提供决策参考。     

The Effect of Product Innovation,Promotion, and Price on Consumer Switching to Private Labels

The channel conflict that exists between retailers and manufacturers of branded products has dynamically shifted as large retailers have expanded their offerings of private label products. This study investigates the ability of consumer packaged goods companies to exert influence in the channel by testing which marketing initiatives implemented by manufacturer brands are more efficient in preventing consumer switching to private labels. We use a hazard model to simultaneously measure the effects due to product innovation, promotion, and price on consumer switching and how strong those effects are. We find that as expected product innovation, promotion, and price exert a negative effect on the consumer likelihood of switching to private labels. However, we find the strongest effect on promotion suggesting the importance of understanding how consumers perceive value in the national brands offer.     

基于顾客让渡价值的产业集群环境对品牌提升的作用机理研究

产业集群具有极强的吸聚和扩散效应,已成为许多国家发展经济的一种重要手段。为了论证产业集群环境对品牌的提升作用,基于顾客让渡价值理论,本文首先分析了产业集群环境的竞争优势,分析了这些竞争优势对顾客让渡价值的提升,并通过一层层的推导,得出产业集群环境对品牌的提升路径。     

顾客参与对顾客满意和顾客公民行为的影响研究

在服务的生产传递过程中,顾客参与使顾客不再是独立于服务组织之外的单纯消费者。作为服务的共同生产者,顾客不仅会影响组织的生产效率和服务质量,还会影响自身的心理结果和行为结果。文章选取顾客满意和顾客公民行为作为顾客心理和行为结果的衡量指标,构建了顾客参与对顾客满意和顾客公民行为影响的理论模型,并以团队游为例进行了实证研究。研究表明：顾客参与的人际互动和信息分享两个维度对顾客满意有正向影响;顾客满意对顾客公民行为各维度均有正向影响;顾客参与对顾客公民行为有显著正向影响,且顾客满意在顾客参与对顾客公民行为的影响关系中存在部分中介效应。     

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。     

产业价值链的空间布局对我国中西部地区的影响分析

随着社会分工和地区分工的深化,会导致具有不同生命周期的产业梯度转移,从而改善地区之间的产业结构。产业转移对落后地区既带来机遇,又带来挑战。运用价值链理论讨论区域分工对我国中西部地区的影响,以期提高并促进本区域经济的顺利发展。     

产业集群与专业市场互动发展的动力机制分析

产业集群和专业市场是共生共荣、互动发展的关系,市场促进产业,产业带动市场。我国区域经济发展层级差异的存在,给专业市场的发展提供了条件,应在以产业集群与专业市场互动发展的模式上提高市场整体素质,促进资金积累,形成竞争优势,使专业市场向纵深发展     

公充价值计量的估值方法和影响因素分析

建立公开的市场价格体系,优化市场资产的估价系统,使各种资产的市价很好地反映其真实价值。同时,充分发挥资产评估中中介、物价等机构应有的监管作用,建立起完善的监督、制约、平衡机制,防止利用公允价值进行造假;提高公允价值的可操作性,为公允价值全面应用提供保障。同时,加强计量理论研究,有利于公允价值在操作层面上的推广,从公充价值计量的估值方法和应用进行探讨,从而改善企业业绩,设计最优的路径。     

The Effects of Perceived CSR and Implemented CSR on Job-related Outcomes: An HR Perspective

This research investigates the relative effects of perceived corporate social responsibility (PCSR) and implemented corporate social responsibility (ICSR) on employee work-life satisfaction and employee job satisfaction in Thai workplaces. The data were collected via self-administered questionnaires completed by 1,277 employees in different employment sectors in Thailand. The response rate was 73%. The results reveal that PCSR and ICSR have a positive impact on both work-life satisfaction and job satisfaction. We believe the research contributes significantly to the literature on the subject as the findings further validate results obtained in studies conducted in Western economies.