微笑服务对顾客满意的影响机制：一个服务质量分类视角

随着服务业竞争加剧,为了获取顾客满意,微笑服务越来越受到企业的青睐。而在学术界,有关微笑服务与顾客满意之间关系的研究结论却互相矛盾。为此,文章将两者之间的重要中介变量感知服务质量进行分类,并收集了餐饮行业204对员工—顾客接触数据,进一步研究了微笑服务对顾客满意的影响机制。结果发现,功能质量在微笑服务和顾客满意之间起到中介作用,而技术质量则通过功能质量这一中介调节两者之间的关系。     

顾客感激表达对一线员工主动服务行为的影响研究

随着服务行业的迅速发展和顾客需求的日益多样化，主动服务行为已成为当今面临激烈竞争的服务型企业生存关键。文章基于自我决定理论与情绪即社会信息模型，运用问卷调查和情景实验方法，探究顾客感激表达对一线员工主动服务行为的影响机制和边界条件。结果表明：顾客感激表达正向影响员工主动服务行为；和谐式工作激情在顾客感激表达与主动服务行为之间起中介作用；员工调节焦点调节了顾客感激表达与和谐式工作激情之间的关系，即员工促进焦点高时，顾客感激表达与和谐式工作激情的正向关系越强，而员工防御焦点高时，顾客感激表达与和谐式工作激情的正向关系越弱。     

人力资源部门顾客关系管理研究

知识经济背景下,人力资源管理实践被看作营销工作。将顾客关系管理的理念引入人力资源管理实践有助于解释人力资源管理实践被看作营销工作的活动和职能。因此,文章借鉴顾客关系管理的理念研究人力资源管理实践,结合人力资源部门所履行的各项职能,提出人力资源部门顾客关系管理的新概念;基于对人力资源部门顾客的识别与划分,阐释了人力资源部门不同顾客关系的类型;并对人力资源部门顾客关系管理的内涵、流程和不同顾客关系管理间的相互作用进行了分析,旨在系统研究人力资源部门顾客关系管理。     

服务性企业员工和顾客公平感与情感关系研究综述

本文分析总结了服务管理学界对公平理论和情感管理理论的研究成果,并在此基础上提出一个综合性理论模型,探讨了服务性企业员工和顾客公平感对他们情感的影响,并对组织公平性、服务公平性、员工情感和顾客消费情感之间的关系进行了剖析。     

员工沟通行为与品牌个性的匹配性对顾客品牌态度的影响北大核心CSSCISSCI

企业的品牌促使营销人员对产品和服务赋予标志性的意义,因此营销人员投入大量时间和精力通过策略性的品牌管理来进行自身的品牌形象建设。然而,一些品牌接触并不符合品牌定位策略的常规做法,比如一线员工与顾客的服务接触,现有的文献尚缺乏这方面的实证研究。本研究通过两个实验,探讨了员工沟通行为与品牌个性的匹配性对顾客品牌态度的影响,并检验了信息处理流畅性对上述关系的中介作用,以及产品涉入度对上述关系的调节作用。实验一表明,员工沟通行为与品牌个性的交互作用会影响顾客品牌态度,信息处理流畅性在其中起部分中介作用。实验二进一步证实,当顾客的产品涉入度低时,员工沟通行为与品牌个性的匹配性会正向影响顾客品牌态度。本文的结论丰富了有关服务接触中员工沟通行为与品牌构建之间关系的实证研究,并且能为企业培训员工和提升顾客的品牌态度提供参考。     

基于价值维度的顾客关系管理研究

文章主要从价值维度对企业与顾客的关系进行了阐述.在揭示传统顾客关系的理论与实践属于单向价值维度的基础上,通过分析企业与顾客各自的价值取向,以及双方的互动过程,说明企业与顾客之间应是双向价值维度的关系.因此,企业在进行顾客关系管理过程中应该"以顾客为基准",同时实现企业价值的提升.     

论服务企业关系质量管理策略

随着营销范式向关系营销的转变,传统服务质量管理理论的局限性已日益显现.作为服务提供者,不仅要考虑为顾客提供的服务质量水平,而且更要注重企业与顾客的关系质量水平.关系质量管理,以更微观的视角动态化地分析了顾客感知关系质量的形成过程,对感知服务质量与关系的内在联系进行了深入阐释,拓展了服务质量管理的范畴,提高了服务质量管理的有效性与效率.服务企业的关系质量管理策略主要表现为重视关系投资、构建关系机制、运用关系技术以及强调关系绩效.     

浅谈顾客价值视角下的客户关系管理

客户关系管理的宗旨是不断提升顾客价值,以建立企业与顾客之间稳定而长期的良好合作关系,最终实现双赢的目的。文章从顾客价值的角度出发,分析了顾客价值对于客户关系管理绩效的提升作用,并进一步提出了顾客价值视角下客户关系提升的管理策略,希望给现代企业管理者提供参考。     

基于服务利润链的汽车服务营销分析

汽车市场的激烈竞争使得各个汽车企业更加重视对顾客的服务,文章从服务利润链的角度,分析了企业的顾客忠诚、员工满意与企业内部服务质量的关系,从而提出如何从顾客、企业员工与企业内部服务耨质量三方面提高企业服务水平的可行办法.     

员工持股计划、内部控制质量对企业创新绩效的影响

文章以2011年—2020年我国A股上市公司数据为样本,实证分析员工持股计划、内部控制质量与企业创新绩效之间的关系。研究发现：员工持股计划对企业创新绩效的提升具有促进作用,且该促进作用具有一定的滞后性和持续性;内部控制质量对员工持股计划促进企业创新绩效的提升具有中介作用,员工持股计划主要通过提高企业内部控制质量来促进企业创新绩效的提升。进一步分析发现,员工持股人数的增加会在企业创新绩效层面引发“搭便车”问题;相较于国有企业,员工持股计划对非国有企业创新绩效提升的促进作用更显著。基于此,企业应根据自身情况合理制定员工持股计划,相关部门应进一步完善监督评价机制,更好地激发员工积极性,充分发挥员工持股计划对企业创新绩效提升的促进作用。     

自我监控对销售绩效的动态影响研究:社会网络的视角

从社会网络分析和销售绩效管理的角度,分析销售人员自我监控人格对其组织内部整体社会网络构建、组织外部客户网络构建及其销售绩效的影响。着重探讨关系双方不同自我监控水平组合对关系建立、发展、维系等的动态影响;分析组织内部社会网络与外部客户网络对销售绩效的不同影响及其交互效应;讨论产品复杂性对自我监控人格、内外社会网络构建与销售绩效关系的调节作用。基于文献推演了前述研究假设,理论贡献体现在从关系双方的自我监控水平组合来考察其对社会网络特征和销售绩效的影响,探索了自我监控水平对社会网络特征的动态影响及其演化规律。     

下级对上级的情绪劳动会引起工作倦怠吗？

不管任何工作，只要涉及人际互动，员工都可能需要进行情绪劳动，情绪劳动影响员工的工作行为已是共识。过去的情绪劳动研究多涉及员工与顾客之间，后发展至上下级之间，但主要基于领导的视角，下级对上级的情绪劳动研究较少。按照资源保存理论，员工的情绪劳动是对自己内部资源的一种损耗，需要员工进行情绪调节与改变行为，下级对上级的情绪劳动对工作倦怠有影响。对通过问卷调查获得的237份样本进行实证分析，结果发现：下级对上级情绪劳动的表层行为对工作倦怠的情绪衰竭、去个性化有正向预测作用，对低成就感的影响不显著；下级对上级情绪劳动的深层行为与自然表现对工作倦怠的情绪衰竭、去个性化、低成就感均有负向预测作用。     

CEO Compensation and Stakeholders' Claims*

The traditional view that a corporation exists solely to serve the interests of the firm's shareholders has given way to a changing view that recognizes the importance of corporate constituents in addition to shareholders. Prior studies demonstrate a significant association between the sensitivity of CEO compensation and a firm's stock prices. However, the association between CEO compensation and the claim of other primary stakeholders (customers, employees, suppliers) has not been examined. The purpose of this study is to investigate whether the adoption of long‐term incentive plans aligns the interest of the CEO with the interest of the primary stakeholders in the firm. Using the fixed‐effect regression, our results indicate a significant association between the change in CEO compensation and the claims of the customers, shareholders, and employees. We contribute to the literature by demonstrating that the managers are accountable not only to the shareholders but also to primary stakeholders.     

Managers' Discretionary Adjustments: The Influence of Uncontrollable Events and Compensation Interdependence

Discretionary bonus adjustments allow managers to restore the alignment of employee effort and compensation when bonus amounts are based on noisy objective performance measures. The implications of discretionary adjustments for employees' future efforts and fairness perceptions present important trade‐offs for managers to consider. Adjustments may be used to motivate different types of effort in future periods, but may also create perceptions of unfairness among employees who are not affected by negative events. This study examines the joint influence of the likelihood of future negative uncontrollable events and compensation interdependence (i.e., the extent to which one employee's compensation influences others' compensation) on managers' willingness to make adjustments for the effect of a negative uncontrollable event on a single employee. In our experiment, we manipulate the likelihood of future uncontrollable events and whether bonuses are determined individually or are drawn from a shared bonus pool. Results show that managers are less willing to adjust when the likelihood of future events is high to avoid setting a precedent, thereby motivating employees to adapt to changing conditions. We also find that managers are less willing to adjust, regardless of event likelihood, when compensation interdependence is high, to avoid demotivating unaffected employees. Finally, we find that participants' general attitudes toward compensation significantly influence their adjustment decisions beyond the effects of our independent variables. Our results highlight the unique nature of discretionary adjustments, help explain findings from previous research, and demonstrate important considerations managers must make when using the flexibility provided to them in pay‐for‐performance contracts.     

Adverse Selection and the Demand for Supplementary Dental Insurance

In 1995 dental services were excluded from the compulsory health insurance package that covers the families of all Dutch employees in the market sector with incomes below a certain threshold. People had to choose between no insurance and supplementary insurance. The exclusion of dental services was unexpected and was accompanied by a generous acceptance policy and almost uniform premiums. Due to these features the exclusion constitutes a natural experiment to investigate whether customers with poorer teeth conditions are more likely to buy insurance. This is a key condition for adverse selection to matter. The empirical results show that adverse selection indeed occurs; individuals with poor teeth condition are more likely to choose insurance. The same holds for customers with more frequent visits in the past. Differences in prices play some role, whereas differences in income do not.     

立体化的外贸企业电子商务战略研究

在外贸企业中建设外贸电子商务系统有着非常重要的意义,它能有效提高外贸业务流程效率,使企业内部管理规范化,并改善客户服务,增强企业竞争力,因此,外贸企业电子商务系统要提升到战略的高度来筹划。企业成功规划外贸电子商务系统,必须充分分析互联网时代客户需求的本质及其变化,企业现实与将来的业务需求及业务流程,合理规划系统功能结构和技术结构。为全面集成企业信息,强化企业与客户的交易与沟通,通过整合企业内部及外部网络,将互联网商务、局域网商务等纳入到公司整体电子商务战略中,构建全面立体化的外贸企业电子商务战略。     

Community Development Credit Unions: Securing and Protecting Assets in Black Communities

Credit Unions, with a hundred year history, and Community Development Credit Unions (CDCUs), with a 30–40 year history of serving the under-served, have only recently begun to be recognized by some of the media and the progressive community as “safe havens” and fair lenders. There is little independent, academic research, however, that investigates and evaluates the ways that credit unions are community-rooted and responsive to local needs, and/or their achievements in this area. This paper reports on preliminary qualitative research this author has conducted to help us understand how community development credit unions in Black communities in the U.S. provide affordable financial services, and especially help their clients/members to preserve assets. Major findings include: all CDCUs note that they charge lower rates for their products, and provide higher interest or dividends when possible; both which enable members/customers to save money and build assets. CDCUs work closely with their members to personalize services, to help them avoid loans they cannot afford, and to educate them enough to make sound financial decisions and preserve their assets. Many give some direct options to their members to avoid “payday loans” with check cashing and other predatory lenders. In addition, most CDCUs are deeply involved in their communities, and the bigger ones actually provide donations, encourage their employees to volunteer in the community and are generous employees (creating jobs with benefits and job ladder opportunities). Some are able to help finance affordable housing and contribute to other community economic development projects.     

Foreign direct investment and innovation in China's e-commerce sector

By comparing the business practices and performance of foreign-invested and local Internet companies in China, this article outlines the important factors that multinational corporations must address to gain competitive advantages in China's e-commerce sector. Specifically, this research compares EachNet (eBay) with Taobao in the consumer-to-consumer market; eLong (Expedia) with Ctrip and Joyo (Amazon) with Dangdang in the business-to-consumer market; and the online search engines Google China and Baidu. The author underscores the importance of local knowledge for firm performance and success. Foreign firms must improve their understanding of and ability to adapt to local cultural, social, economic, and political environments.     

酒店内部营销对员工服务绩效的影响研究

以三亚的酒店员工为例,以3种基本心理需要为中介变量,对三亚的五星级酒店和非五星级酒店的内部营销对服务绩效的影响进行有针对性的深入研究。根据当前使用广泛的相关成熟量表进行改编后形成新的可使用量表进行问卷调查,在三亚的五星级酒店和其他星级酒店进行收集,最后一共调查了358位员工,其中五星级酒店员工有268个,其他星级酒店的员工有90个,对回收回来的数据利用SPSS25和AMOS21进行分析。结果表明：酒店的内部营销、3种基本心理需要和服务绩效三者之间有明显的感知程度,三者皆是正相关;国际酒店和国内酒店,三者之间都存在明显的相关性;五星级酒店的自主需要、能力需要、归属需要和各个维度之间呈现正相关关系,而非五星级酒店的自主需要和服务绩效维度之间存在非相关关系。     

保险行业团队型文化对组织绩效的影响

文章以保险企业为研究对象,首先利用OCAI量表识别出了保险行业的主导文化形态——团队型文化,继而探讨了团队型文化对工作绩效的路径影响。研究结果显示,团队型文化对工作绩效的直接影响并不显著,而是通过工作满意度的中介作用间接影响工作绩效。这一结果强调了保险行业管理人员在公司未来绩效提升方面应更加关爱员工,努力提升员工的工作满意度。