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1.
Purpose: The purpose of this study is to understand and empirically test causal relationships among components of product service quality and commitment and buyer loyalty in business-to-business (B to B) relationships. Methodology/approach: Data were collected through a web-based survey from 314 buyers of B to B manufacturers in Korea. Findings: Product quality enhances all three types of commitment in B to B relationships, service quality is positively associated with affective commitment, and support quality has a significantly positive effect on affective and normative commitment. Also, the moderating effects of competitive intensity are significant. If competitive intensity is low in the buyer’s market, product quality and service quality play important roles in deriving buyer commitment; however, if competitive intensity is high, support quality is effective in maintaining long-term committed relationships with buyers. Research implications: To fully consider product service quality in this study, we established support quality, product quality, and service quality as discrete components of product service quality. Practical implications: Previous quality-related works have focused on products and services with little research about support activities, and the literature is lacking empirical analyses of support activities. However, this study elucidates the importance of operational and technical support activities in B to B relationships. Specifically, in a fiercely competitive market, a high-quality consumer support strategy is shown to be highly effective in maintaining long-term committed relationships with buyers. Originality/value/contribution: We analyzed the relationships among components of product service quality and commitment and buyer loyalty in B to B transactions. Our detailed results will help firms develop context-specific quality management strategies at the product service level in order to strengthen customer loyalty. 相似文献
2.
To address the prevailing issue of high turnover and low employee commitment in the retail industry, this study explores the role of newcomers’ individual differences and proactive socialization tactics in developing employee organizational commitment and reducing employee turnover. Based on data collected from 239 employees in a major U.S. retail store chain, this study found that individual differences, such as goal orientation and proactivity, are significantly related to employees’ choices of different socialization tactics, including inquiry, observation, and networking. The three tactics are associated with organizational commitment and furthermore employees’ actual turnover mainly through role clarity and attitudes toward a retail career. Among the three proactive socialization tactics, observation plays the most important role in the socialization process. 相似文献
3.
Service failures, once handled quietly by customer service departments, are now played out on a highly public social media stage. These failures can result in not only the loss of a loyal consumer but also can negatively affect relationships with those watching the dialogue between disgruntled customers and organizations. The phenomenon of seeking resolution to service failures online is distinct from both traditional word-of-mouth and voice behaviors. This article introduces social voice: public complaining behavior that aims to change the behavior of the organization. A qualitative methodology defines eight dimensions of social voice and categorizes them by the strength of the relationship to the organization. Results indicate that appropriate response strategies differ based on social voice segment. 相似文献
4.
ABSTRACT We studied consumer perceptions of celebrity endorsements from a cross-cultural perspective. In empirically examining consumer perception of celebrity endorsement, we used Hofstede's cultural dimensions to develop research propositions and examined these propositions through focus group discussions involving consumers from India and the United States. Findings indicated that specific differences and similarities exist in how consumers across India and the United States perceive celebrity endorsements. There is a positive, although moderate, impact of celebrity endorsements on attention and exposure of consumers. Implications for marketers as well as suggestions for future research are discussed. 相似文献
6.
This research proposes and empirically tests a customer switching intentions model from a disconfirmation perspective in a service failure and recovery context. Specifically, the research examines how initial (discrepancy between service failure expectation and service performance) and recovery (discrepancy between recovery expectation and recovery performance) disconfirmations influence satisfaction when a service failure occurs and a recovery offer is given, and subsequently impact switching intentions. The results support the hypotheses that both initial and recovery disconfirmations influence switching intentions via satisfaction. In addition, switching costs directly influence switching intentions and also moderate the effect of satisfaction on switching intentions. 相似文献
7.
In this study, we conducted two experiments to examine the effect of relationship commitment on the reaction of shoppers to receiving too much change, controlling for the amount of excess change. Hypotheses based on equity theory, opportunism and guilt were set up and tested. The first study showed that, when the less committed consumer is confronted with a large excess of change, he/she is less likely to report this mistake, compared with a small excess. Conversely, consumers with a high commitment towards the retailer are more likely to tell when they receive too much change, especially when the amount is large. The second experiment provided an explanation for these findings: the less committed consumer is driven by opportunism, whereas guilt-related feelings play an important role in a high commitment relationship. These results have several implications for both retail management and future research. 相似文献
8.
Purpose: This article investigates the implication and importance of the service-dominant (S-D) logic to the increasingly relevant study and practice of Interorganizational relational exchange. It points out that relational exchange theory (norms) is an earlier reflection of the S-D logic. Recognizing a need for the transactional cost economics (TCE) framework to address bilateral or hybrid types of exchanges, marketing channel researchers have for over twenty years incorporated relational exchange theory (RET) and TCE to investigate problems of formal contract, environmental uncertainty, power/dependency, and opportunism. However, some theoreticians view relational modes of exchange to be broader in scope than that studied within TCE. We propose a conceptual framework that incorporates TCE constructs with S-D logic principles in order to provide a rich contemporary guide for future relational exchange research and practice. Methodology/Approach: We first expose the essential elements of the S-D logic and describe relational exchange theory and the problems generated by TCE. Database searches reveal a continuous stream of fifty empirical studies between 1988 and 2009 in which Macneil's relational norms were operationalized in the context of interfirm exchanges. The studies are analyzed from the viewpoint of TCE and the emerging S-D logic. The empirical findings were also discussed in terms of their contribution to validating a fundamental premise of the S-D logic. Subsequently, using S-D logic's conception of operant resources, we suggest several avenues for developing questions and conducting future relational norms research. Empirical Findings: The findings validate the fundamental assumption of S-D logic, that relational exchange is instrumental in the co-creation of value (exchange performance) whether service is rendered directly or indirectly through goods or a combination of both. Exchange performance is better when the formal contract exists within a relational context. Relational exchange is effective in contexts of both high and low environmental uncertainty, may attenuate the negative effects of power/dependency differences and mitigate opportunistic behavior. Originality/Value/Contribution: This article is a comprehensive review of relational norms research. It links the empirical findings conducted within the combined conceptual approaches of relational exchange theory and the TCE framework. It provides a comprehensive discussion of the essentials of the S-D logic and its compatibility with previous relational norm research. It outlines an S-D logic inspired framework for future research linking operant resources (knowledge, skills, and technology) to relational norms, facilitators of service-for-service, and value co-creation in interorganizational exchange networks. 相似文献
9.
The objective of this research study is to identify the constructs and factors important to the user-centric transformation of e-governments. The research design follows the comprehensive Unified Theory of Acceptance and Use of Technology model. The primary data for the research were collected from potential and current users of e-government services in the United Arab Emirates. Exploratory factor analysis was used to extract the important constructs from the 19 factors identified from the literature. Regression analysis was used to identify the influence of individual constructs on overall satisfaction, while correlation analysis was used to identify the relationship between Internet usage and user satisfaction. Analysis of variance and t-test were used to identify potential differences among demographic factors and their overall satisfaction with e-government services. This study identifies confidentiality and users’ trust and attitudes toward using technology as key determinants of overall satisfaction and the subsequent adoption of e-government services. The study also identifies significant differences in how different genders adopt the use of e-government services. 相似文献
10.
Psychological responses of consumers to specific stages of self-production activities are investigated in four studies. Findings reveal that consumer participation in the realization stage (physical production) enhances affective commitment to the product. However, physical production without opportunity to express choice or creativity during the production process does not change the symbolic meaning of the product (how self-expressive it is) and, therefore, does not result in identification with the product. Participation during the design stage (input-specification) enhances identification, leading to affective commitment, which in turn enhances evaluation of the self-made product. Finally, engaging consumers in both the realization and design stages of the production process does not create value for consumers over and above the main effects created by a high level of participation in either stage. 相似文献
11.
The purpose of this paper is to examine the interrelationships between internal customer orientation (ICO), internal service quality (ISQ), and customer orientation (CO) to develop and test a conceptual model of the antecedents of CO in the banking sector. The conceptual framework consists of the following constructs: ICO, interdepartmental conflict, interdepartmental connectedness, ISQ, job satisfaction, empowerment, and CO. Moreover, 10 hypotheses were developed and tested using a sample of 202 banks. Reliability analysis and confirmatory factor analysis have been used to test the validity of the constructs, while the structural equation modelling has been used in hypotheses testing. The strength of the relationship between the constructs indicates that features of the suggested CO model including interdepartmental connectedness, interdepartmental conflict, job satisfaction, and empowerment are crucial to achieving business performance and CO. The results which emerged from our hypothesised model were found to support that ICO leads to ISQ and in turn CO. In particular, all variables show strong support for our hypothesised model, however, interdepartmental conflict was found to be a negative indicator. Findings suggest that the CO model can be deployed as a means of enhancing organisational behaviour to improve business performance. 相似文献
12.
国外使用引力模型研究服务贸易始于2002年,国内研究则起步稍晚,至2009年方有学者致力于此类研究.从使用数据和实证模型两方面看,现有研究都有可进一步拓展的潜力.本文基于引力模型对服务贸易的决定因素进行识别与测算.本文在实证部分采用了基本引力模型,使用4种计量方法.结果显示:贸易双方经济规模、经济发展水平、物理距离和自由贸易区对总服务贸易额和分部门贸易额的影响表现出不同的显著性. 相似文献
13.
Because marketing channel research is predominantly conducted in the Western world, marketing channel theories and practices may not be generalizable to Chinese markets. Despite the rapid growth of Chinese economies and their increasing importance to the global economy, our understanding of marketing channels in China is limited. This research reviews and integrates studies of marketing channels in the Chinese context. From an institution-based perspective, we develop a set of propositions focusing on issues such as guanxi, trust and dependence. We explore the impact of Chinese institutional environments (regulatory, normative and cultural) on marketing channels. Lastly, we offer suggestions to help firms adapt their channel operations to Chinese markets. 相似文献
14.
In this article, we explore the different roles that knowledge sharing and exploitative learning play in employees’ innovative behaviour, and investigate the different moderating effects of employees’ espoused national cultural values on the relationship between exploitative learning and innovative behaviour in the Chinese IT-enabled global service firms with different ownerships. We propose a theoretical model to characterize these antecedents of innovative behaviour. A structured research survey was conducted and data were collected from a sample of 484 full-time employees in 3 IT-enabled global service firms in the PRC. Results indicate that knowledge sharing is positively associated with innovative behaviour in multinational corporations and private IT-enabled global service; espoused power distance has a significant positive moderating effect on exploitative learning–innovative behaviour relationship in state-owned and private firms; espoused collectivism has a significant moderating effect only in state-owned firms in China. Last, we explore the implications of our findings for theory and practice of innovation. 相似文献
15.
Consumer education is a relatively new and growing interest in St. Lucia. Neither the government nor the National Consumer Association has established a consumer education programme to address the growing consumer concerns in the country. The purpose of this study was to examine critical consumer issues, related learning challenges and strategies among rural adults in St. Lucia according to income levels. Rural adult consumers are most disadvantaged in terms of levels of education, income and access to resources, which may help to prevent and mediate consumer concerns. The specific research questions examined were: (1) What is the nature of problems experienced by rural St. Lucian adult consumers in the marketplace? (2) How do rural St. Lucian adult consumers solve the challenges they encounter in the marketplace? (3) What is it like for rural St. Lucian adult consumers as they go about trying to learn to solve the consumer issues they face? and (4) What do rural St. Lucian adult consumers perceive to be the requisites for effective decision making in the marketplace? Data were collected using a questionnaire comprising of 29 questions divided into four sections (problems, strategies, solving consumer problems and making effective decisions) and two biographical questions. A total of 500 rural adult consumers were surveyed verbally through door‐to‐door contact. The findings of this study revealed that middle‐income rural adult consumers experience more problems in the marketplace than those with each lower or higher level of income. Middle‐income rural adult St. Lucian consumers in particular seek more information and are comfortable with using more strategies than the lower‐ and higher‐income rural adult consumers. This research gives us a better understanding of the problems faced by rural adult consumers based on their income. Research results will be useful to the government of St. Lucia and the National Consumer Association when they decide to establish an adult consumer education programme for St. Lucia. 相似文献
16.
互联网快速融入服务业提升了信息传递的速度与效率,推动着服务型企业人力资源管理的升级,人力资源管理者的角色重心已从职能专家转为业务部门的支持者,但是常常因为其对相应业务工作不理解,难以为业务工作提供必要的支持。本文从"管理主体"和"管理对象"视角提出双视角人力资源管理构想,通过文献法、专家讨论法对服务业的人力资源经理胜任素质进行分析,并试图对解决该问题进行有效的尝试:基于理论分析提出17项人力资源经理胜任素质假设,结合双视角人力资源管理构想,对现有的研究补充了企业管理知识、心理学知识、管理信息系统知识;选取服务业人力资源经理为访谈对象,通过行为访谈法进行验证,删除了未经过检验的"诚信"一项,得到双视角下服务业人力资源经理胜任素质模型;通过问卷调查对模型中包含的19个要素的重要性进行测量,根据各要素的重要性对人力资源管理主体的开发提出改进意见。本文旨在从整体上提升人力资源管理人才素质,推进人力资源管理升级。 相似文献
17.
本文由长三角地区(16城市)FDI与对外贸易的简单数量关系,构筑了地区层面的对外贸易模型,运用面板数据(PanelData)方法对长三角地区FDI的对外贸易效应及FDI在上海双边贸易中的作用进行了分析。结果表明,FDI对长三角地区的对外贸易及上海的双边贸易均起到了显著的正向推动作用,长三角地区FDI与对外贸易之间存在互补关系。 相似文献
18.
Current pricing and charging methods for the Internet are not based on actual usage of this service, which leads to unfairness
and more important, it does not deliver the right signals through financial incentives to network providers to upgrade critical
links of their networks. The development of new multimedia applications and the convergence to an integrated services network
will foster the tremendous growth of the Internet even more. With the Next Generation Internet not only technical services
like bandwidth reservation will be introduced, but also new applications will emerge within the Internet.
Charging the Internet in a fashion that provides feedback to users and providers has been proposed since the early '90s, however,
only a few implementations and real-world examples are known today. This is due to subsidizing the Internet in its early stages
and due to a technical development that did not care much about charging. With the recent redesign of the Internet protocol
suite and discussions on multiple service classes in the Internet, architectures for charging and accounting have to be revisited,
too.
Economic models for the Internet cannot be tested fully and validated in non-real-world environments, because of the unknown
user behavior. With this uncertainty over what models and pricing schemes to choose, it is evident that a specific charging
and accounting platform will never be accepted by the community. In this paper a novel and flexible architecture for charging
and accounting is proposed that provides a wide range of mechanisms and lets researchers experiment in an environment as close
as possible to the targeted system. As a first step, four different pricing schemes are described, qualitatively assessed
on the proposed platform, and a prototypical implementation performed. One of the economic models that have been implemented
on Arrow is based on different service classes including reservation and recalculates prices dynamically depending on the
traffic situation.
This revised version was published online in August 2006 with corrections to the Cover Date. 相似文献
19.
This paper examines the effects of inward FDI on economic growth across the Spanish regions over the period 1996–2013, paying particular attention to the ‘headquarters effect’, namely that FDI is not always registered where it is effectively made but in the region in which the firm’s headquarters is located. By estimating a panel Spatial Durbin Model to allow for the detection of spatial spillovers, two main findings are reported. First, FDI does foster economic growth. Second, only when the headquarters effect is properly addressed do spatial spillovers arise. Hence, this effect is masking the impact of regional FDI spillovers on growth, which affects the reliability of the results and, consequently, FDI policies choice. Importantly, the results are: a) robust to the way of computing the headquarters effect; b) independent of the spatial weight matrix specification; and c) confirmed when splitting FDI into different industrial and service branches. 相似文献
20.
Cognitive mapping has been used to support strategic planning in business. However, the process has seldom been utilized to
support strategic planning in nonprofit public organizations, where many reporting lines are less clear. This paper describes
how the cognitive mapping process was designed and implemented to help a large academic department identify and merge the
individual goals of faculty members as a first step in creating a strategic plan. Each map was created using the Decision
Explorer TM software during individual interviews, as opposed to using paper and pencil. An action case approach was used to plan and
evaluate individual mapping sessions. Eliciting individual cognitive maps led to greater engagement by faculty in the strategic
planning process. Nearly all of the participating faculty members believed that the cognitive mapping process was helpful
and insightful and the resulting map was accurate and complete. 相似文献
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