旅游购物中的顾客参与研究

目前我国旅游购物收入占旅游总收入的比重较低。本文从顾客参与的角度来分析旅游购物,在介绍了旅游购物中的顾客参与的基础上,阐述了旅游购物中顾客参与的形式,指出当前旅游购物中顾客参与存在的问题,最后提出了提高旅游购物中顾客参与水平的措施。     

An integrated model of customer social exchange relationship: the moderating role of customer experience

This article addresses how the customer social exchange relationship affects customer satisfaction and, in turn, repurchase intention. On the basis of the stimulus–organism–response model, this article argues that perceived organisational support, perceived customer support, and perceived service provider support influence customer satisfaction, which in turn affects repurchase intention. Furthermore, this study argues that perceived organisational support is the most important predictor of customer satisfaction for high-experience customers, whereas perceived customer support is the most important predictor of customer satisfaction for low-experience customers. A survey of 144 users of the foreign language institute on a university reveals that most of these hypotheses are supported.     

Contextualizing customer organizational citizenship behaviors: The changing nature of value cocreation and customer satisfaction across service settings

This study identified economic, emotional, and relational value as outcomes of customer organizational citizenship behaviors (COCBs; Study 1: in‐depth interviews). Study 2 (filed survey) found that COCBs have the strongest impact on emotional value compared with economic and relational value. Economic, emotional, and relational value also lead to customer satisfaction. Specifically, the findings supported that emotional value asymmetrically influences customer satisfaction, whereas economic and relational value symmetrically and positively influence customer satisfaction. Study 3 (filed survey) demonstrated that emotional value through COCBs has a greater and symmetrical influence on satisfaction in hedonic rather than utilitarian service contexts. However, economic value through COCBs is negatively associated with satisfaction in hedonic contexts, and there is no significant difference in the impact of relational value on satisfaction between service contexts. This study furnishes empirical evidence for the associations among COCBs, value perceptions, and customer satisfaction, along with their dynamic relationship patterns across service contexts.     

People-driven processes in customer relationship management

Customer relationship management (CRM) is one of the most popular strategies for an organization to satisfy its customers and obtain growth profits. Much attention of the research to date, however, has been paid to strategy, implementation, and organization performance, with the people dimension in CRM being under-researched. This study attempts to investigate the importance of people-driven processes of CRM in organizations and identify factors affecting the effectiveness of people-driven CRM processes. A multiple case study approach was applied and in-depth interviews were conducted with managers from four case companies to identify the factors influencing the people-driven CRM processes. Four dependency factors affecting the effectiveness of people-driven processes were identified, including customer emotional needs, customer involvement, employee capabilities, and organizational customer-oriented culture.     

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.     

Factors influencing employee perceptions of customer service climate

This study examines the relationships between certain organizational variables and employees' perceptions of the customer service climate in their organization. In addition, the role of organizational commitment in this process is examined. Results indicate that rewarding employees for service excellence, allowing their voice to be heard by upper management, providing employees with the information and technology needed to do their jobs, providing adequate training to customer contact employees, allowing employees enough time to get their tasks done, and providing a work environment conducive to getting work done are all positively associated with employee perceptions of customer service climate. Based on mediated regression and a LISREL analysis, these relationships are all found to be partially mediated by organizational commitment. These results are consistent with previous customer service research, which has found organizational support and rewards to be positively related to customer service. We extend this literature by showing that organizational commitment may be a key variable linking organizational support and rewards to customer service. Implications of these findings are discussed and suggestions for further research are offered.Lincoln National Corporation     

The impact of high-performance work systems in the health-care industry: employee reactions,service quality,customer satisfaction,and customer loyalty

The purpose of this study is to empirically test the effects of high-performance work systems (HPWS) on employee attitude, service quality, customer satisfaction, and customer loyalty in health-care organisations. The proposed research model was tested using structural equation modelling for hypotheses, based on data collected from 196 pairs of employee–customer respondents in four selected hospitals with more than 500 beds. The results indicate that hospitals can improve customer satisfaction and loyalty through efficient operations, employee engagement, and service quality. One of the key findings of our study is that HPWS in health-care organisations influence employee reaction and service quality.     

Examining the relationship between customer bonding,customer participation,and customer satisfaction

This study empirically analyzes the relationship between customer bonding, customer participation, and customer satisfaction. It uses data from 804 VIP customers of South Korea's commercial banks. The hypotheses are tested using the structural equations modeling technique. The results show that social and structural bonding are the main antecedents of customer participation. Additionally, customer participation positively impacts customer participation value and worth. The findings also show that customer participation, customer participation value, and customer participation worth strongly and positively affect customer satisfaction. Furthermore, it finds that customer participation value and worth are essential mediators between customer participation and satisfaction.     

The journey from customer participation in service failure to co-creation in service recovery

Customer participation is growing into a widespread phenomenon in the service context. Despite the inherent significance of customer expectations to service failures in the high-participation service context, scant research exists on studying the links among customer participation, customer expectation of service recovery, and service outcomes (e.g., word-of-mouth or WOM). Even more pressing is the lack of research on the type of service recovery that can countervail the inflated customer expectation of service recovery and restore service outcomes. This research demonstrates that high contribution of customers in the beginning of service provision procedure leads to high recovery expectations and low satisfaction. The results also support that co-created service recovery (CCS-R), as contrasted to firm and customer recoveries, has a greater positive effect on satisfaction. Further, the contrasting impacts of each service recovery type on positive and negative WOM are presented. An experiment was conducted using service failure and recovery scenarios. Regression analysis was used to test the hypotheses. The current research has some important implications for scholars and managers who wish to effectively recover failed high-participation service encounters.     

Affective commitment and customer loyalty in crowdsourcing: antecedents,interdependencies, and practical implications

Crowdsourcing, the outsourcing of previously internal processes within the corporate value chain to an external crowd of people, has become increasingly popular in retail. In applying this practice, retailers aim not only at improving the effectiveness and efficiency of their value creation process, but also at increasing the affective commitment and loyalty of their customers. Surprisingly, the effects of crowdsourcing on affective commitment and customer loyalty, and the factors influencing these objectives have hardly been researched. This paper closes this research gap. Through expert interviews and experimental studies, it comes to the conclusion that especially satisfaction with the crowdsourcing process and sense of virtual community are relevant factors impacting affective commitment and customer loyalty. The paper concludes with recommendations for optimizing these factors in retail practice.     

The effect of perceived economic mobility on customer aggression toward service employees: A darker aspect of customer behavior

The current research illuminates perceived economic mobility (PEM) as a causal antecedent of customer aggression. Study 1 with large‐scale panel data shows that PEM is positively related to attribution of poverty to personal characteristics and self‐centered intention to change jobs. Study 2 based on an experimental design shows that PEM causally induces customer aggression. Study 3 reveals that the effect of PEM on customer aggression varies depending on income; PEM increases customer aggression among low‐income earners, but the effect disappears among high‐income earners. Study 4 examines control over service employees to get self‐beneficial outcomes as a mechanism for the interaction effect of PEM and income on customer aggression. A moderated mediation analysis shows that the indirect effect of PEM on customer aggression through the proposed mechanism is significant among low‐income earners but not among high‐income earners. In sum, main findings of the present article are threefold: (a) PEM induces customer aggression, (b) income moderates the causal relationship, and (c) control to get benefits explains the joint effect of PEM and income on customer aggression. By delineating the dark side of PEM in consumer behavior, this study provides useful marketing implications for lessening side effects.     

Customer satisfaction and qualities in public service: an intermediary customer perspective

From an intermediary customer perspective, this study empirically investigates the causal relationships between service quality, relationship quality, design quality, and customer satisfaction in the public service value chain. Cross-sectional survey data were collected from social work, childcare, and healthcare services and were analyzed using structural equation modeling. It is found that all the quality dimensions are antecedents to customer satisfaction and relations between quality dimensions show distinctive patterns. The results show that relationship quality does not directly affect customer satisfaction, but can indirectly influence satisfaction through the mediation of both service and design qualities. The effect of the relationship and design qualities on customer satisfaction is stronger than that of service quality.     

Sources of customer satisfaction with shopping malls: A comparative study of different customer segments

Abstract

In spite of the growing importance of planned, centrally managed and enclosed shopping centres in the retailing sector, the understanding concerning sources and outcomes of customer satisfaction with this kind of shopping malls is limited. This paper develops and validates a conceptualisation of shopping mall satisfaction based on field studies in Sweden. The results show that eight underlying factors of varying character are important to customer satisfaction. These are selection, atmosphere, convenience, sales people, refreshments, location, promotional activities and merchandising policy. Furthermore, this study investigates whether sources of satisfaction differ in importance with respect to gender and age, generally two important variables for retail segmentation.     

The golden mean: Research on the mechanism of customer participation in employee service innovation

Service innovation is of importance in achieving business success. This study aims to understand how customer participation affects employees' service innovation through zhongyong thinking and verify the moderating role of leadership empowerment in the service section. Data were collected through a paired questionnaire survey with 352 valid frontline employees and their superiors in the starred hotel industry. Multiple linear regressions and bootstrap analysis were performed to examine the hypotheses. The results indicate that customer participation is positively related to zhongyong thinking and service innovation, and zhongyong thinking partially mediates the main effect. In addition, service innovation is more substantial when leadership empowerment is high, and customer participation has a weaker impact on zhongyong thinking when leadership empowerment is low. This study contributes to the employee service innovation literature by confirming that customer participation and employees' zhongyong thinking play vital roles in the Chinese service context. This study also helps service managers understand that empowering their subordinates can facilitate employees' service innovation.     

The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective

Service failure recoveries play an important role in the service process. Previous research on service recovery has focused on the development of classification schemes, such as service failure types (e.g. outcome- or process-related failure), service recovery attributes (e.g. psychological or tangible recovery), and failure magnitude. Few studies in the literature have developed a theory-driven model of customer satisfaction that considers whether different types of service failure warrant different types of service recovery. This article, which reports the results of two studies, draws on mental accounting theory to examine the effect of the relationship between service failure and service recovery on customer satisfaction. The results of Study 1 show that customer satisfaction is greater when service recovery efforts truly make up for what customers have lost and that prior experience of service failure has a significant influence on the effectiveness of those efforts. The results of Study 2 indicate that the magnitude of a service failure also has an impact on the effectiveness of service recovery efforts.     

Exploring antecedents of customer citizenship behaviors in services

Social exchange theory explains how a party in social interaction provides the other party with reciprocal rewards. Applying this concept to the customer context, this study empirically investigates determinants of customer citizenship behaviors (CCBs) in services. For the generalizability of the study across various service providers, the data were collected based on Bowen’s (1990) classifications of services. With a total of 665 usable customer responses, structural equation modeling was adapted to test the theoretical research model. This study reveals that customers’ perceived support and justice from the service provider positively influence affective commitment toward the organization, resulting in CCBs. The results show that customers’ perception of organizational support has the partial mediation effect between customers’ perception of organizational justice and their affective commitment. Furthermore, customers’ affective commitment partially mediates the relationship between customers’ perceived organizational justice and CCBs, but fully mediates the effect of customers’ perceived organizational support on CCBs.     

Do retail alliances enhance customer experience? Examining the relationship between alliance value and customer satisfaction with the alliance

Abstract

This article evaluates the role of customers in the alliance equation. Using a combination of survey and experimental data, we investigate the role of value offered by retail alliances on customer satisfaction with the alliance. We find that customer value plays a mediating role in the relationship between customer experience with the alliance and customer satisfaction with the alliance. Results also show that the nature of this relationship differs based on the type of value offered by the alliance. Cognitive processing plays a more significant role when the alliance is of a functional nature, while affect plays a more significant role when the retail alliance is of a hedonic nature.     

Employee encouragement of self-disclosure in the service encounter and its impact on customer satisfaction

In the service encounter, the employee must often encourage customer self-disclosure (i.e., revealing of personal information) to be able to match the customer's needs with what the firm has to offer. This study uses an experimental approach to manipulate employee encouragement of self-disclosure (low vs. high) to explore its impact on the customer. It was found that encouraging self-disclosure enhanced customer perceptions of customization, employee effort, own effort, privacy concerns, and employee humanness, and that these responses influenced customer satisfaction. In addition, because many firms are beginning to replace human employees with various forms of virtual agents (and it has been argued that we humans may find it less threatening to self-disclose to such agents), the identity of the employee (virtual agent vs. human employee) was manipulated, too. The identity factor, however, did not influence customers' responses.     

The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks

This study examines the role of customer satisfaction in enhancing the loyalty of Muslim and non-Muslim customers in the Malaysian Islamic banking industry. Respondents are the customers (Muslim and non-Muslim customers) visiting the bank counters and have an account with Islamic banks. A total of 660 questionnaires were distributed, and 440 were returned. The results indicate that customer satisfaction has a statistically significant positive effect on customer loyalty and intentions to switch for Muslim and non-Muslim customers. However, there were significant differences in the effects of customer satisfaction on customer loyalty and intention to switch for Muslim and non-Muslim customers. The effect of customer satisfaction on customer loyalty and intention to switch is greater for the non-Muslim than the Muslim customers.     

Airline customer satisfaction and loyalty: impact of in-flight service quality

The purpose of this study was to investigate the impact of the in-flight service quality on airline customer satisfaction and loyalty. This study analyzed the data from passengers of two classes: prestige (business) and economy. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. In the case of the prestige class, there were six service quality factors of importance: alcoholic and non-alcoholic beverage, responsiveness and empathy, reliability, assurance, presentation style of food, and food quality; while the economy class showed five important service quality factors: responsiveness and empathy, food quality, alcoholic beverage, non-alcoholic beverage, and reliability. These findings imply that airline companies’ in-flight service should have different delivery strategies based on the customer seat class.