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唐小飞 《中国工业经济研究》2008,(3):101-108
长期以来,人们总是把忠诚当成真正忠诚的代名词,甚至在忠诚与完全忠诚之间划上了等号。然而,那些围绕在我们身边的朋友,那些在买卖关系中声称是你永远忠诚伙伴的合作者.当真是真情所在吗?Oliver早在1997年就把顾客忠诚划分为认知忠诚、情感忠诚、意向忠诚和行为忠诚四种。但过去的研究却忽略了用细分的忠诚去预测消费者的行为。为了揭示认知忠诚和情感忠诚消费者忠诚度和购买份额之间存在的差异.作者以中国酒店行业为抽样对象.以客户关系赢回管理为背景.通过对认知忠诚和情感忠诚顾客的忠诚度和购买份额绝对量的比较.以及两种忠诚与购买份额之间关系拟合的函数曲线形状来预测和评估消费者的行为倾向。研究结果表明.对供应商而言情感忠诚消费者比认知忠诚消费者的忠诚度更高,购买份额更多,维持时间更长;对厂商而言情感忠诚比认知忠诚具有更高获利价值。因此.能否有效地区分认知忠诚和情感忠诚行为对企业的营销实践具有重要的现实意义. 相似文献
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认知忠诚和情感忠诚的消费者行为研究 总被引:2,自引:0,他引:2
长期以来,人们总是把忠诚当成真正忠诚的代名词,甚至在忠诚与完全忠诚之间划上了等号。然而,那些围绕在我们身边的朋友,那些在买卖关系中声称是你永远忠诚伙伴的合作者,当真是真情所在吗?Oliver早在1997年就把顾客忠诚划分为认知忠诚、情感忠诚、意向忠诚和行为忠诚四种。但过去的研究却忽略了用细分的忠诚去预测消费者的行为。为了揭示认知忠诚和情感忠诚消费者忠诚度和购买份额之间存在的差异,作者以中国酒店行业为抽样对象,以客户关系赢回管理为背景,通过对认知忠诚和情感忠诚顾客的忠诚度和购买份额绝对量的比较,以及两种忠诚与购买份额之间关系拟合的函数曲线形状来预测和评估消费者的行为倾向。研究结果表明,对供应商而言情感忠诚消费者比认知忠诚消费者的忠诚度更高,购买份额更多,维持时间更长;对厂商而言情感忠诚比认知忠诚具有更高获利价值。因此,能否有效地区分认知忠诚和情感忠诚行为对企业的营销实践具有重要的现实意义。 相似文献
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对于加油站营销管理的研究文献存在深度和适用性方面的不足。本文选用倾向得分匹配方法,以实现对促销效果的精确测量。在调研1402座加油站的基础上,将采用促销策略的站点组别(处理组)与没有采用促销策略的站点组别(控制组)进行配对,采用近邻匹配、半径匹配、核匹配三种匹配方法进行综合评估,利用倾向匹配方法建立实证模型,评估整体促销、单独使用卡折扣、电子券、价格直降和其他促销的效果,分析促销力度的影响,并对促销策略有效性进行异质性分析。成品油零售市场的价格弹性较高,促销力度和促销方式都会对加油站销量产生明显的作用。通过量化模型回答了实际业务中“选择哪种促销方案、促销力度多大”的问题,对促销方案的效果预估、可行性等进行探索,为公司和加油站进一步营销提供量化参考。该模型可对加油站进行分类分组评估,也可发展成为软件或者系统产品进行工程应用。 相似文献
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介绍了顾客满意研究的基本内容,分析了顾客满意与顾客心理、顾客满意与顾客忠诚以及顾客忠诚与企业利润之间的关系,特别强调,企业在实施顾客满意管理时应综合考虑顾客心理、忠诚度、利润、经营策略等因素才能实现企业的战略目标。 相似文献
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按照市场营销策略要求,企业不仅要善于发现和了解顾客需求,并更好地满足这一要求,而且更要尽一切可能从产品、渠道、价格、促销等方面来寻找和建立一个实现这一要求的可控系统和组合。 相似文献
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基于网络外部性的价值模块整合与兼容性选择 总被引:1,自引:2,他引:1
本文分析了价值模块的网络外部性特征,并基于网络外部性研究了价值模块整合过程中的兼容性选择和价格竞争行为。研究结果表明:当由进入厂商选择兼容度时,兼容性越高进入厂商的市场份额越大,并能够获得更高的市场价格;当由在位厂商选择兼容度时,兼容度增加将减少消费者的转移成本,使更多的模块需求商转向购买进入厂商的产品,减少了在位厂商的市场份额;当转移成本的兼容性敏感系数较低时,在位模块供应商能够获得更高的价格,而当转移成本对兼容性很敏感时,较高的兼容度将迫使在位模块供应商降低价格。价值模块的网络外部性加剧了模块供应商之间的竞争,进一步促进了价值模块整合和产业融合的过程。 相似文献
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Antecedents and consequences of commitment in marketing research services: The client's perspective 总被引:1,自引:0,他引:1
Barbara Cater Author Vitae 《Industrial Marketing Management》2009,38(7):785-9333
Commitment is one of the most frequently studied variables in business-to-business relationships and several researchers propose it is the main antecedent of customer loyalty. However, while marketing relationships researchers agree on the importance of the construct, differences remain in its conceptualization and operationalization. This study examines commitment from the customer's perspective, consisting of three components: calculative, affective and normative. Relationships were tested between the three dimensions of commitment and social bonds, trust and satisfaction in the context of professional business services providers and their clients. The results of the model that was tested in Central and Eastern European companies show that affective commitment is the only one of the three components that significantly influences customer loyalty. Trust and social bonds have no significant relation either to normative or to calculative commitment while a relation of overall satisfaction with normative and calculative commitment is negative. The theoretical and managerial implications for the model to assist in the development of appropriate strategies to achieve affective commitment and loyalty in business relationships are discussed. 相似文献
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The article examines how product and relationship quality influence customer commitment along with their combined effect on customer loyalty. The results show that product quality influences positive and negative calculative commitment. With regard to relationship quality, its “social” dimensions such as cooperation and trust have a much greater influence on commitment than its “technical” dimensions such as knowledge transfers and adaptation. On the “social” side, cooperation and trust positively influence affective and normative commitment, with trust also positively affecting positive calculative commitment, while on the “technical” side the only significant link is between adaptation and normative commitment. As for the consequences of commitment, affective commitment positively influences attitudinal and behavioral loyalty, while negative calculative commitment positively influences behavioral loyalty. In addition to indirect effects, product quality also directly positively influences attitudinal and behavioral loyalty. The results imply that customer loyalty depends more on “emotional” (affective commitment) than on “rational” (negative calculative commitment and product quality) motivation to continue the relationship. 相似文献
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Managing opportunism in a developing interfirm relationship: The interrelationship of calculative and loyalty commitment 总被引:1,自引:0,他引:1
Yi Liu Author Vitae Chenting Su Author Vitae Ting Liu Author Vitae 《Industrial Marketing Management》2010,39(5):844-852
This research develops a framework for investigating associations among the duration of an exchange relationship, the interrelationship between a supplier's calculative and loyalty commitment, and opportunistic behavior on the part of a buyer. The findings indicate that (1) calculative commitment and loyalty commitment by suppliers function as substitutes; (2) a supplier's loyalty commitment increases gradually as a developing exchange relationship endures, whereas calculative commitment increases and then decreases; and (3) a supplier's calculative commitment leads to an increase in a buyer's opportunism, whereas the supplier's loyalty commitment leads to a decrease, and a supplier's loyalty commitment decreases the positive impact of calculative commitment on opportunism. These findings provide insights into how relationship duration affects buyers' opportunism through the interrelation between suppliers' calculative and loyalty commitment. 相似文献
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The aim of this study is to examine the underlying mechanism that explains the effects of supplier firms' sustained competitive advantage (SCA) on customer firms' willingness-to-pay a price premium (WTP) across Eastern and Western settings. Drawing upon the relationship marketing (RM) paradigm, we posit that SCA influences WTP via calculative commitment and relationship quality (RQ). A survey involving executives from Australian (n = 336) and Chinese (n = 360) firms was conducted to test the theoretical model. The findings reveal that the effect of SCA on WTP is mediated by RQ and calculative commitment among Chinese firms. Among Australian firms, however, the effect of SCA on WTP is mediated only by RQ and not calculative commitment. The study contributes to the literature by distinguishing the role of ‘rational’ (i.e., calculative commitment) and ‘emotional’ (i.e., affective commitment and RQ) relationship factors in influencing WTP, and by validating a multidimensional RQ model that is applicable to culturally diverse contexts. To marketing practitioners, this research helps to identify the conditions under which RM practices can be effective for B2B firms that operate across diverse cultures. 相似文献
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Although green customer cooperation can help manufacturers increase their overall performance, it is difficult for manufactures to effectively achieve green customer cooperation. This paper discusses how manufacturers can achieve green customer cooperation through the theoretical lens of capability-based view. It suggests that internal green process innovation and learning from their customers can lead to green customer cooperation and such positive relationships are dependent upon senior management's calculative and affective commitment towards the customer firms. Using multi-respondent data collected from 217 Chinese manufacturing firms, the results show that both green process innovation and learning from customers drive green customer cooperation. However, affective commitment counter-intuitively diminishes the positive effect of learning from customers on green customer cooperation, while calculative commitment further strengthens this effect. This paper contributes to green supply chain management literature by conceptually explaining and empirically proving the effects of green process innovation and learning from customers on green customer cooperation and the moderating role of calculative and affective commitments. Based on the research findings, the paper gives practical suggestions to Chinese manufacturers and their customer firms regarding green cooperation and the dynamics of senior management's commitment towards the customer firms. 相似文献
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Yi Liu Author Vitae Yuan Li Author Vitae Jiaqi Xue Author Vitae 《Industrial Marketing Management》2010,39(2):229-239
This paper attempts to explain how a manufacturer's attitudinal commitment and a distributor's kind and degree of satisfaction have an impact on the transferring of market knowledge from the distributor in a channel relationship. Using data from 225 paired distributors and manufacturers in the Chinese household appliances entity, six of our seven research hypotheses were supported. Results of the study show that a distributor's economic satisfaction directly promotes market knowledge transfer, while a distributor's social satisfaction will enhance market knowledge transfer only when positive economic satisfaction already exists. Furthermore, both the calculative commitment and the loyalty commitment of a manufacturer have inverse U-shaped relationships with a distributor's economic satisfaction, and are negatively and positively related, respectively, to the distributor's social satisfaction. The study thus points out the distinct roles of economic satisfaction and social satisfaction and their interaction in market knowledge transfer, and the insightful impacts of calculative and loyalty commitment on economic and social satisfaction. These findings provide new theoretical thinking about channel relationship management and the business practices of manufacturers. 相似文献
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Joost P.M. Wouters Author Vitae 《Industrial Marketing Management》2004,33(7):583-592
This study addresses the question whether customer service actually has order winning potential in B2B situations, which customer service strategies are deployed, and what determines customer service relevance. A literature review was followed by a multiple case study, using 12 organizations from different industries and from different positions in supply chains. Based on having both problem solving and transfer characteristics, four customer service strategy options are identified: customer integration, customer adaptation, logistical precision, and standard customer service. Many organizations are positioned in the least attractive customer service strategy option: customer adaptation. Partially, this is caused by difficulties in assessing the customer service capability and the customer's sensitivity for customer service. The article concludes with the theoretical and managerial implications. 相似文献
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通过阐述如何将QC小组活动与追求顾客满意的企业文化有机地联系起来,借助QC小组参与质量管理和质量改进这种有效而普及的团队活动形式,帮助企业增强顾客满意,赢得顾客忠诚,并最终使企业获得最大的经济效益。 相似文献
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Paul Williams Author Vitae M. Sajid Khan Author Vitae Nicholas J. Ashill Author Vitae Earl Naumann Author Vitae 《Industrial Marketing Management》2011,40(5):805-815
Identifying attitudinal differences between stayers and defectors is important in establishing a deeper understanding of customer satisfaction and loyalty research. Both managers and academics often use global customer attitudes, such as customer satisfaction and behavioral intentions, as determinants of customer loyalty. The implicit assumption is that customer satisfaction and/or behavioral intentions are valid, and accurate, predictors of actual loyalty behaviors. This study compares customer attitudes of stayers and defectors in B2B services using respondents (primary decision makers) from a Fortune 100 company. The results show that the commonly used customer metrics of service quality, satisfaction, and behavioral intentions have some differences between stayers and defectors. However, these metrics are shown to be relatively weak differentiators of actual customer defection. The stayers and defectors are much more similar, than different, on most metrics. The most notable difference is price perceptions, where defectors appear to be more price sensitive than stayers. These findings have significant implications for the design and use of customer-focused research by managers. 相似文献
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Sang-Lin Han Author Vitae Hyung-Suk Sung Author Vitae 《Industrial Marketing Management》2008,37(7):807-818
This paper develops a general model of industrial brand value and relationship performance in business-to-business markets from the perspectives of consumer and industrial marketing literature. The structural equation model integrates the analysis of industrial brand value and relationship performance. The model describes the extent to which supplier-buyer transaction performance is influenced by the eight important factors: supplier competence, purchasing value, customer satisfaction, switching cost, brand trust and loyalty, relationship quality, commitment, and transactional performance.The general model is applied to organizational buyer groups of comprehensive industrial markets (Electronics, Chemicals, Equipment, etc). The analysis finds that supplier competence directly affects purchasing value and customer satisfaction, and via purchasing value and customer satisfaction, it indirectly affects commitment, switching cost, brand trust and loyalty. The managerial implications of the study results are also discussed. 相似文献