The Influence of Internal Communities of Practice on Customer Perceived Value in Professional Service Relationships

Effective customer-related knowledge transfer can be seen as the cornerstone of customer value creation in collaborative relationships between professional service organisations and their customers. Our intention in this paper is to describe how different work groups within organisations (communities of practice) influence the perceived customer value. We approach this phenomenon from a relationship management perspective and use literature from relationship marketing, organisation research and knowledge management as a theoretical basis. Empirically the paper is based on an information-rich explorative case study of a professional service organisation, operating in the consultancy and training business, and its relationship with one of its customers.     

The Perceived Value of Value Meals

Abstract

This study provides a new explanation as to why restaurants frequently sell value meals along with the meals' components separately. We argue that beyond the traditional economic model of extracting the surplus from customers with extreme valuation for particular dishes, mixed bundling unintentionally creates a decoy price effect. With mixed bundling, the value meal might seem more attractive than with pure bundling, generating more profits for the restaurant. The combination of extracting additional consumer surplus and the increased demand due to decoy pricing makes the mixed bundling strategy a highly valuable marketing tool for restaurants. We test the theory by measuring subjects' willingness to pay for value meals while varying the prices of the meal's components that appear separately on the menu. The results strongly support our prediction that customers' willingness to pay for a value meal can be manipulated by controlling the price of the components.     

Customer Satisfaction,Service Quality and Perceived Value: An Integrative Model

The present study examines the relationships among customer satisfaction, service quality and perceived value. These variables are increasingly recognised as being sources of competitive advantage. However, little empirical research has been conducted to examine these variables simultaneously and their relationships with post-purchase behaviour. The present study was therefore designed to develop an understanding of the relationships among these variables and their influence on postpurchase behaviour. An integrative model was developed and tested using data collected from customers in the restaurant industry. The results reveal that customer satisfaction and perceived value significantly influence post-purchase behaviour. Implications of the findings and areas for future research are discussed.     

顾客体验对感知价值和顾客忠诚的影响

顾客体验、感知价值和顾客忠诚相关理论皆为比较成熟的理论,顾客体验对感知价值、顾客忠诚具有重要影响。现将顾客体验相关理论研究拓展至共享单车领域,同时对其提出合理化建议和针对性改进意见,结果表明此研究丰富了顾客体验维度理论,对共享单车企业的管理具有相关借鉴意义。     

The Perceived Threats from Migrants and their Effects on Government Service Equality

ABSTRACT

Governments market policies like “products,” hoping that they will receive public support. With the increasing opposition to migrants in many countries, governments face more pressure to enact laws that favor citizens over migrants, assuming that citizens desire preferential treatment. We challenge that assumption by investigating antecedents of Government Service Equality (GSE), which captures the extent to which citizens believe that migrants are entitled to the same level of quality when using government services. Utilizing the justification-suppression model of prejudice and acculturation theory as theoretical underpinning, the article highlights the role of perceived threat in legitimizing discrimination against migrants. The conceptual model distinguishes between two types of threats: symbolic and realistic. Furthermore, the article investigates the role of cosmopolitanism and tradition in driving both types of threats. Results obtained through SEM using 428 surveys collected from host country citizens indicate that both realistic threat (e.g., economy) and symbolic threat (e.g., culture) influence equality perceptions negatively. However, our results reveal that citizens could be divided into two segments: cosmopolitans and traditionalists. Traditionalists, unlike cosmopolitans, do perceive migrants as threatening. In addition, cosmopolitanism has a direct positive influence on GSE. We conclude with a discussion and agenda for future research.     

转基因食品感知价值对消费者购买意愿的影响

随着我国科学技术的发展和进步,转基因技术也得到一定的发展,转基因食品也更多地出现在人们的日常生活中。但转基因食品的安全问题一直是社会关注的重点,一直影响消费者的消费观念和购买欲望。本文从转基因食品感知价值研究消费者购买意愿的影响,发掘其深层次的原因,帮助政府和企业作正确的市场决策,对引导消费者进行理性消费具有重要的研究价值。     

The Influence of Perceived Justice on Recovery Satisfaction in the Airline Industry

This study examines the influence of perceived justice on customer satisfaction with service recovery and on the future behavioral intentions of customers in the airline industry. The study uses an exploratory research design that is quantitative in nature. Questionnaires were used to collect data, and structural equation modeling was used for hypothesis testing. The study revealed that the three dimensions of perceived justice, namely interactional, distributive and procedural justice, influence satisfaction with service recovery in the South African airline industry. However, only interactional and distributive justice had a positive influence on future behavioral intention.     

组织支持感对组织公民行为影响的研究

组织支持感用于表示员工对组织是否重视和关注他们的幸福感的感受,组织公民行为是个人角色之外的有益于组织的利他行为,有助于员工的团队合作,发掘每个人的工作潜能,提高组织的生产力和管理效率。研究表明,员工越是感受到来自组织的支持,就越多地表现公民行为。通过提升组织支持感可以提高员工的组织公民行为,上级支持能够有效地提高组织支持感而促进组织公民行为的提高。如果管理者希望员工表现更多的组织公民行为,就应对员工提供更多的组织支持。     

TPP对中国服务贸易的影响研究

2016年2月4日包括美国日本在内的12个国家在奥克兰正式签署TPP协议。这是美国重返亚太战略的一个重大步骤,又预示着一个新的贸易格局即将出现。TPP对中国服务贸易的积极影响包括:激励中国服务贸易逐步走向成熟;加速中国服务产业结构升级;扩大中国服务业开放程度;促进中国服务贸易政策国际化进程;为中国服务贸易的发展提供了契机。同时,TPP对中国服务贸易产生消极影响:削弱中国服务贸易在国际上的影响力;打乱中国服务贸易发展规划;加剧中国服务贸易逆差;影响中国FTA战略布局和中国自贸区建设。     

The Influence of High-/Low-Context Culture on Perceived Ad Complexity and Liking

ABSTRACT

According to Hall's context theory, people from different cultures may react differently to complex messages. The current study is the first empirical examination of context theory's role on message comprehension and appreciation. In a comparative survey-based study (N = 289), Belgian and Dutch participants judged 12 complex product advertisements with visual metaphors. As expected by context theory, perceived complexity was lower for Belgian (a higher-context culture) than for Dutch participants (a lower-context culture), and participants' personal context culture score fully accounted for this difference. Similarly, ad liking was higher for Belgian than for Dutch participants, and again, this difference was explained by context score.     

Perceived Relative Power and its Influence on Negotiations

In an experimental study, we investigate perceived relative power in negotiations and its effect on the distribution of resources and the integrativeness of agreements. We contrast perceived relative power with the objective individual level measure of power often used in past research: the parties alternatives to a negotiated agreement. We found that alternatives affected the distribution of outcomes, while perceived relative power and alternatives affected the integrativeness of outcomes. We found that negotiating pairs who perceived a smaller difference in relative power reached agreements of greater integrativeness than pairs who perceived a greater power difference, even after controlling for alternatives and aspirations. We explore the implications of treating power in negotiations as a perceived and relational construct.     

A Pragmatic View of Perceived Service Quality Measurement

Abstract

Service quality measurement has been a central issue to service quality researchers and practitioners. A review of the service quality literature yields several approaches to the measurement of service quality. These approaches each have their strengths and weaknesses, and each may be appropriate under given circumstances. The present paper seeks to offer guidance to service practitioners interested in the measurement of service quality by suggesting which approach may be appropriate in light of various measurement criteria.     

顾客参与对顾客感知价值的影响:基于心理账户理论

心理账户理论认为消费者在购买一个产品时会在心里打开一个账户,并倾向于在心理上将利益和损失结合起来,以规避和降低先前支出带来的损失痛苦感,因为在面临一项经济交易时,消费者遵循"享乐主义加工"的原则,追求利益最大化或满意最大化.文章从心理账户的禀赋效应和支付贬值视角探讨顾客参与对顾客感知价值影响的中间心理过程,以便我们更好地理解顾客参与怎样影响消费者得失感知以及消费者在参与中为什么倾向于放大利益感知和缩小损失感知,这对于企业的营销实践具有一定的指导意义.     

代言人吸引力、感知匹配性对品牌延伸的影响

文章基于双重路径的说服理论,采用2×2×2实验检验不同卷入度下代言人吸引力、感知匹配性对消费者品牌延伸评价过程的影响。研究结果表明,代言人吸引力对消费者品牌延伸评价具有显著的正向影响,且该影响不受卷入度调节;感知匹配性对消费者品牌延伸评价具有显著的正向影响,其影响受卷入度调节,高卷入度下,感知匹配性影响更强;代言人吸引力与感知匹配性之间不存在显著的交互作用。可见,品牌延伸是企业利用已有品牌优势推出新产品的一种重要方式,选择知名度高的代言人是企业提升品牌延伸效果的有效策略;企业通过操控消费者接触延伸产品时的卷入度,可有效提升品牌延伸的接受程度;企业在进行品牌延伸决策时,应充分考虑延伸产品与母品牌的匹配性。     

论市场契约对公允价值目标导向的影响

公允价值的出现使得会计计量属性从内容到目标更趋向于公正、公平和公开的理想状态。我国于2006年引入公允价值以来,公允价值使用结果值得探究。从研究过程来分析,公允价值目标导向始终会受到其市场契约的限制。而分析市场契约的本质,优化市场契约则有利于公允价值发挥其效力。     

The Impact of Price-Based and New Product Promotions on Fast Food Restaurant Sales and Stock Prices

A key tool used in demand or revenue management marketing strategies is the application of pricing tactics based on anticipated demand to enhance both customer utility and maximize firm performance (Wirtz et al., 2003). In the restaurant segment, particularly in quick-service restaurants (QSR), organizations focus on two main promotion formats to attract customers: price-based promotions and new product promotions. The purpose of this article is to explore how the number of price-based promotions and new product promotions influence firm sales growth or decline and change in stock prices. Results suggest that new product promotions can have a significant and positive effect on same store sales, whereas price-based promotions tend to results in lower same-store sales changes and changes in stock price. As an additional control for these results, the study controls for economic and seasonal conditions effects.     

Assessing Perceived Quality in Industrial Service Settings:

The development and application of a 22-item perceived service quality measure for the flight attendant segment of airline catering services is described. This ''performance-only'' scale emerges as a unidimensional measure with better psychometric properties than an alternative formulation based on ''performance x importance'' scores. Results of hypotheses tests provide evidence supporting the proposition that service performance exerts a significant influence on behavioral intentions via the mediating role of overall service quality perceptions. In addition, the study provides insights of a practical nature within an ongoing quality improvement environment. In particular, the measure provides actionable information for decision makers. Implications of the findings for researchers and industrial services marketers are discussed.     

物业服务质量对顾客价值及顾客忠诚的影响:居住档次的调节作用

在竞争日益加剧的市场环境中如何提供高质量的服务,提升顾客感知价值以及顾客忠诚度是企业获取竞争优势的关键所在.本文以物业服务行业为研究背景,建构服务质量各维度对顾客价值和顾客忠诚的影响机制模型,并检验居住档次对该模型的调节效应.研究结果表明:与其他行业的服务质量维度构成不同,物业服务质量由实体环境、专业保障、服务效率和人文关怀四个维度构成;实体环境对顾客忠诚产生正向显著影响,而专业保障、服务效率、人文关怀三个服务维度虽然对顾客忠诚没有显著的直接影响,但均通过顾客价值对其产生间接影响;顾客价值是解释服务质量影响顾客忠诚的重要中介变量;居住档次部分调节了实体环境、专业保障、服务效率和人文关怀对顾客价值及顾客忠诚的影响.     

The Effect of Perceived Value and Switching Barriers on Customer Price Tolerance in Industrial Energy Markets

Purpose: This article analyzes the effects of perceived value, satisfaction, and switching barriers on price tolerance. It also examines the moderating effect of switching barriers.

Methodology/Approach: Empirical research was conducted by collecting information from a sample of 326 major gas and electricity consumers in a newly liberalized industrial market with a high concentration of suppliers.

Findings: Switching barriers are the main antecedent to price tolerance. Price tolerance of industrial customers depends directly on switching barriers more than on satisfaction. The customer satisfaction construct is a necessary but not sufficient predictor of price tolerance. While satisfaction has an effect on price tolerance, the effect of perceived value on price tolerance is only indirect through satisfaction, even though it may produce positive direct effects when there are high switching barriers.

Originality/Value/Contribution: For the first time in a B2B framework, the moderating effects of switching barriers on the relationship between perceived value, satisfaction, and price tolerance have been analyzed.     

基于顾客价值的服务企业竞争优势分析

随着市场营销领域“以顾客为导向”思想的建立,市场营销理念出现了从顾客满意、顾客忠诚到顾客价值的变化趋势。尤其对服务企业而言,顾客价值对企业获得和保持竞争优势起着至关重要的作用。通过对服务企业顾客价值的分类,构建基于顾客价值的服务企业竞争优势对服务企业的可持续发展有着重要的战略意义。