A measure of service quality for retail stores: Scale development and validation

Current measures of service quality do not adequately capture customers’ perceptions of service quality for retail stores (i.e., stores that offer a mix of goods and services). A hierarchical factor structure is proposed to capture dimensions important to retail customers based on the retail and service quality literatures as well as three separate qualitative studies. Confirmatory factor analysis based on the partial disaggregation technique and cross-validation using a second sample support the validity of the scale as a measure of retail service quality. The implications of this Retail Service Quality Scale for practitioners, as well as for future research, are discussed. She received her Ph.D. from Georgia State University. Her research interests include attitude and choice models, service quality and customer satisfaction issues, technology in service delivery, and business-to-business relationships. She has published articles in theJournal of the Academy of Marketing Science, Journal of Business Research, Journal of Consumer Research, Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, Journal of Health Care Management, International Journal of Research in Marketing, andPsychology and Marketing, as well as in various conference proceedings. She also holds a B.S. and an M.S. from Florida State University and an M.B.A. from Mercer University. Her research interests include services marketing, service quality, retailing, and manager-employee relationships. Her publications include articles in theJournal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, The Service Industries Journal, and in various conference proceedings. He received his Ph.D. from the University of Georgia. His research interests include cohort analysis, measurement issues, generalizability studies, and customer satisfaction. He has published articles in theJournal of the Academy of Marketing Science, Journal of Advertising, Journal of Marketing, Journal of Marketing Research, and theJournal of Personal Selling and Sales Management, as well as in several conference proceedings.     

General retail patronage loyalty as a determinant of consumer outshopping behavior

Consumer outshopping research has shown there are significant, but weak, relationships between consumers' attitudes toward local retailers and the degree to which they shop in local versus outlying areas. An alternative attitude measurement, retail patronage loyalty, is proposed and empirically evaluated. The loyalty scale was shown to be a stronger and more generalizable predictor of consumer outshopping behavior.     

Mobility as an influence on retail patronage behavior of the elderly: Testing conventional wisdom

While the marketplace potential of the elderly segment is tremendous, research with regard to what influences the elderly’s patronage behavior has, to date, been inconclusive. This article attempts to determine the effect lack of transportation mobility has on various patronage behaviors. The research reported here is based on a large national smaple of the elderly and incorporates the factors suggested by previous research. The study shows mobility is not a significant influence on the type of retail store frequented, but can influence switching patronage between stores of a given type. Additionally, it was found that mobility is related to the elderly’s psychographic profiles, convenience needs, and information source usage.     

土地制度和土地政策:台湾与大陆的比较研究

土地制度的变迁核心不外乎围绕农地利用效率的提升、农产品产量和质量的改变以及农业在国家经济中的角色和作用,而并非单纯的所有权归属问题,因此,对两地土地制度变迁的效果评价不在于土地制度安排的所有权形式,而集中在变迁的方向和基本途径。台湾与大陆共同的经验表明,放松政府的土地管制,发展土地市场和土地交易,进行土地产权的细化与流转以及积极发挥私人组织在土地制度建设中的作用,是适应市场化要求的现代农业生产体系的必然。     

Perceived risk and the selection of a retail patronage mode

Consumers can select products from a wide variety of retail patronage alternatives. This article examines the amount of perceived risk that is associated with shopping at six different patronage modes. Department and specialty stores are generally considered low risk modes, while media advertisements represent the highest risk alternative. This research also examines the importance of various risk-handling tactics that may help the consumer deal with the perceived risk involved with the selection of a particular retail patronage mode.     

Alternative indexes for monitoring customer perceptions of service quality: A comparative evaluation in a retail context

Customer satisfaction and service quality measures obtained through consumer surveys invariably have skewed distributions. As such, researchers have questioned the appropriateness of the popular approach of using the mean rating to summarize such data. However, no detailed study on this topic has yet been conducted. In two independent studies, the relative validity of the various indexes that can be used to summarize consumer’s service quality ratings (e.g., mean, median, mode, kurtosis, skewness, top/bottom-tail percentiles) are examined. In Study 1, using typical commercial survey data from a fast-food/convenience retail chain, both the mean and top-box percentiles are found to be the best indicators of service quality, based on their correlation with customer-driven business performance measures. In Study 2, the results are further confirmed by an extensive simulation that varies factors such as the shape of the underlying distribution of customer ratings and the strength of the relationship between customer ratings and business performance measures. The article concludes with a discussion of the findings and implications for future research. Robert F. Hurley is an assistant professor of marketing at Fordham University. He received his M.B.A. from the University of Pennsylvania and his Ph.D. from Columbia University. His research has been published in theJournal of Marketing, theJournal of the Academy of Marketing Science, Advances in Services Marketing and Management, theJournal of Business Research, California Management Review, theJournal of Applied Social Psychology, theJournal of Marketing Theory and Practice, and theJournal of Engineering and Technology Management. Hooman Estelami is an assistant professor of marketing at Fordham University. He received his M.B.A. from McGill University and his Ph.D. from Columbia University. His research has been published in theJournal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Pricing Strategy and Practice, Middle East Insight, Advances in Consumer Research, theJournal of Professional Services Marketing, and theJournal of Business in Developing Nations.     

Behavioral characteristics of the recreational shopper and implications for retail management

The success of a retail image is dependent upon the retailer's ability to appropriately match store attributes and benefits with target market characteristics. This study indicates that many consumers (recreational shoppers) shop for other than purely economic considerations. The results provide new evidence pertaining to the appropriate retail strategy for attracting such shoppers.     

西部应走统筹城乡发展的道路

发展产业集群是解决农村剩余劳动力、促进农民增收、带动农业发展、推动农村工业化、加快农村城镇化、推动农村社会发展的重要途径.后发地区发展产业集群首先要解决发展观问题,要有"小企业、大协作"的务实精神,要把产业集群放在城市整体发展规划中来,走城乡互助之路,要转变政府职能,提高政府服务的有效性.     

统筹城乡发展增加农民收入

统筹城乡经济,促进社会和谐发展的提出,表明我国社会经济发展从过去的以城市发展为主导转向为城市、农村的共同发展和进步。由于自然历史的原因和建国后人为政策制度的原因,造成了我国城乡二元经济格局,这在很大程度上削弱了农村地区经济的发展,造成了农民收入增长缓慢,城乡收入差距拉大。所以,为了增加农民收入,我们就要调整相关政策,发展农村新型合作化经济组织,转变政府职能,增加对农村公共物品的投入,从而促进我国社会主义和谐社会的建设。     

国土资源部门户网站系统的设计和开发

Portal技术为门户网站建设提供了较为先进的解决方案。着重于从理论与应用的角度,简要介绍了国土资源部门户阿站系统的功能设计、技术构架及开发与集成方法,探讨了门户网站系统建设所采用的关键技术以及建设过程中得到的启示和形成的经验。针对国土资源部门户网站系统的开发工具weblogic Portal8．1,对Portal基本原理及特点、优点进行讨论。     

Conceptualization and operationalization of retail store image: A case of rival middle-level theories

This article presents the case that inconsistencies between retail store image conceptualization and operationalization signal a critical separation between theory and measurement within the paradigm. The authors attribute the separation to the influence of two rival, middle-level information processing theories. The first, piecemeal-based processing theory, has historically dominated retail store image operationalization and measurement within the area. The authors argue, however, that the time has come for a new information processing theory—category-based information processing—to challenge piecemeal processing as the positive heuristic within the store image paradigm. The advantages of adopting category-based processing over piecemeal processing are discussed both from a positive and normative perspective. Recommendations for managers and propositions for future research are offered.     

网络游戏国际代理运营合同中的利益与风险研究——“魔兽世界”合同里的故事

网络游戏国际代理运营合同,是网络游戏知识产权人将该游戏的客户端程序、服务器端程序、图案和视听资料的复制、发行、翻译、网络传播等权利和运营所需的游戏商标使用权等相关知识产权,在一定时间和地域范围内许可给外国运营商行使,并按一定比例分享运营收益的协议。网络游戏代理运营合同的核心条款及其中的利益分配和风险风担问题与其他许可合同和技术合同有着共通之处,又因行业的特殊性而具备一些自己的特点。中国游戏公司只有尽快熟悉国际代理运营的游戏规则,才能在谈判中最大限度地降低法律风险。     

An empirical test of the job satisfaction-turnover relationship: Assessing the role of job performance for retail managers

The role of job performance in the turnover process has been a problematic issue for researchers and managers alike. The present study provides a preliminary test of two key predictions derived from a conceptual model refining the role of job performance as a direct impact on turnover, and a moderator of the job satisfaction-turnover relationship. The results support differing roles for intrinsic and extrinsic satisfaction components in their relationship with turnover for retail store managers performing at low, average and high levels.     

瑞典土地银行经验及其对我国用地储备的启示

文章主要阐述瑞典土地银行建立的背景、意义、原则和内容,比较中外土地储备运作机制的制度、运作模式和政府管理等方面异同,研究瑞典土地银行成功的运作经验,提出对我国城市土地储备管理有一定借鉴价值的政策建议。     

欠发达地区征地过程中存在的问题及对策探析——以菏泽为例

当前,经济欠发达地区的城镇化建设正如火如荼地展开,土地征用不可避免。法律对征地行为做了明确规定,国家和政府也出台了一系列政策来规范征地行为,但是在政策执行中还是出现了许多问题。地方政府及相关利益集团的不正当征地行为导致农民上访增加,被征地地区的矛盾越来越突出。因此,找出这些问题及其原因,并提出可行性对策,对征地工作的顺行和保护被征地农民的利益具有十分重要的意义。     

Customer evaluation of retail salespeople utilizing the SOCO scale: A replication,extension, and application

Measuring retail salesperson performance is a critical, though relatively neglected research issue. We suggest that the SOCO scale may be an appropriate tool for measuring salesperson performance from the buyer’s perspective. Therefore, a replication of the SOCO scale was undertaken by having consumers evaluate retail salespeople. The SOCO scale items were slightly modified to fit the consumer sample and retail focus of the study. In addition, the number of points on the SOCO response scale was also reduced and the verbal anchors modified to better suit the needs of telephone surveys. Despite these changes, the properties of the scale were found to be strikingly similar to those reported in prior studies. It was recommended that retailers adopt the SOCO scale to measure salesperson performance.     

农民就业和农地流转与农业现代化的关联性分析

农业现代化是我国实现现代化的重要组成部分。农业现代化的实现，必将极大地提高我国农业的市场竞争力，实现由传统农业向现代农业的转变，并对国民经济发展起着极大的推动作用。我们通过对农民就业及农地流转与农业现代化的关联性分析，加深了对农民就业、农地流转重要地位和作用的认识，并由此提出其发展的战略措施和总体发展思路。     

A cross-national model of job-related outcomes of work role and family role variables: A retail sales context

This article proposes a model of job-related outcomes of four role variables in a retail sales context: work-family conflict (WFC), family-work conflict (FWC), work role conflict (RC), and work role ambiguity (RA). We tested the applicability of the model with three cross-national samples, that is, the United States, Puerto Rico, and Romania, and the results revealed that the model's measures and effects are mostly similar across samples. It was also posited and mostly supported that the effects that WFC and FWC have on the job-related outcomes are greater than the effects of RC and RA. Implications concerning the effects of role variables for international retail managers are offered. Richard G. Netemeyer (rgn3p@forbes2.comm.virginia.edu) is a professor of marketing in the McIntire School of Commerce at the University of Virginia. He received his Ph.D. in marketing from the University of South Carolina in 1986. His research interests are primarily consumer behavior and organizationbehavior issues. His research has appeared in theJournal of Consumer Research, theJournal of Marketing Research, theJournal of Marketing, theJournal of Applied Psychology, Organizational Behavior & Human Decision Processes, theJournal of the Academy of Marketing Science, and others. Thomas Brashear-Alejandro (brashear@mktg.umass.edu) (Ph.D., Georgia State University) is an associate professor of marketing in the Isenberg School of Management at the University of Massachusetts-Amherst. His research has appeared or is forthcoming in a number of academic journals, including theJournal of the Academy of Marketing Science, theJournal of Advertising, theJournal of Business Research, theJournal of Personal Selling and Sales Management, theJournal of Marketing Theory and Practice, and theJournal of Business & Industrial Marketing. James S. Boles (JBoles@gsu.edu) is an associate professor of marketing at Georgia State University (GSU). He received his Ph.D. from Louisiana State University. His research has appeared in a variety of journals, including theJournal of Marketing, theJournal of Business Research, theJournal of the Academy of Marketing Science, theJournal of Retailing, theJournal of Personal Selling and Sales Management, and theJournal of Applied Psychology. His areas of research interest include personal selling, sales management, key and strategic account management, and business relationships.     

房价与地价关系的实证检验:1999-2002

本文以 1 999- 2 0 0 2年土地季度价格指数和房地产季度价格指数为样本 ,通过格兰杰因果关系检验和回归分析 ,对房价与地价间的影响关系进行了分析 ,得出长期内房价走势决定地价走势、短期内两者存在相互影响的结论 ,并得到一些有意义的相关推论