Building marketing strategies for state-owned enterprises against private ones based on the perspectives of customer satisfaction and service quality

In the process of deregulation and privatization, profit-seeking state-owned as well as private enterprises typically compete directly in the same market. This paper employed two data sets, namely those from the banking and gas station industries in Taiwan, to fulfill two objectives. The first is to evaluate the effectiveness of state-owned enterprises as measured by service quality and customer satisfaction. The second objective is to develop the key marketing strategies for these state-owned enterprises according to simultaneous importance-performance analysis. The results show that customers’ overall satisfaction with state-owned enterprises is much lower than that with private competitors, a fact mainly attributed to the formers’ poor service quality. Marketing strategies for state-owned enterprises should concentrate on employee-related service quality attributes. In the short-run, ability-related attributes can be improved through effective standardized operating procedures, employee training and sufficient manpower. In the long run, attitude-related attributes can be transformed through a customer-oriented culture.     

Service recovery expectation model – from the perspectives of consumers

This paper explores the influence of the major attributes of consumers, such as personality traits, gender, number of consumptions, and levels of involvement, on service recovery expectations. A combination of linear multivariate statistical analysis and nonlinear fuzzy neural network models is further used to analyse data and validate hypotheses. Consumers of middle-to-high-end Chinese restaurant chains are sampled as the interactions between these restaurants and consumers are frequent. The empirical research finds that old customers have lower expectations of service recovery than new ones and male consumers have lower expectations than female consumers. Extrovert-type consumers have lower expectations of service recovery than introvert-type consumers. There is a positive correlation between consumers' involvement and service recovery expectation. As this paper examines the expectations of service recovery from the perspectives of consumers, it aims to help companies use pre-processing of service recovery as a precautionary measure, rather than as a remedial measure as mostly seen. Different from the vast majority of literature that deals with the issue by focusing on western enterprises, this paper uses small-and-medium enterprises in Taiwan and constructs management implications accordingly.     

第三方物流服务对客户物流成本影响的实证研究

供应链物流服务对于提升客户企业的竞争力,提高经营绩效具有重要的影响,特别是中国的企业,如何通过第三方良好的物流服务,强化供应链物流成本管理是当今企业在发展过程中的重大课题。本文在对以往物流客户服务管理进行理论回顾和归纳的基础上,针对中国企业的背景,利用多元回归分析探索了各种第三方物流服务影响因子对委托客户企业供应链物流成本管理绩效的影响,提出物流服务内容上的增值程度和物流服务水准上的贡献程度对于委托客户企业实现良好的供应链物流成本具有较高的影响,从而揭示了当今中国第三方物流如何从效率和效能两个方面入手提供良好的客户物流服务。     

机遇、困境与突破:我国家庭服务业发展模式构建探究

目前,我国家庭服务业占据前所未有的发展机遇与宽广的发展空间。反观我国家庭服务业发展现状,诸多不良因素制约其健康发展。本研究从政府、企业、高校、社区四要素出发,根据其分别在家庭服务行业中的地位与作用,结合行业现存弊病,提出政府、高校、企业、社区各司其职、相互协作、合为一体的"四位一体"模式,旨在促进我国家庭服务业的健康发展。     

Engaging in unpaid jobs out of free will: an attribution theory perspective on the effects of supervisor support attributions on volunteers' service quality

This study explores the differential effects of perceived supervisor support causal attributions (genuine and self-serving) on volunteers' role mastery (role clarity and self-efficacy), harmonious passion, and volunteers' quality services. Dyadic data from 273 service volunteers-customers of nonprofit service organizations in Ghana were analyzed using a structural equation model. This study finds support for the genuine and self-serving support attributions on volunteers' harmonious passion through role clarity. However, the result shows that only genuine support attributes relate to self-efficacy but not self-serving support attributes. It was also revealed that role clarity, self-efficacy, and harmonious passion significantly mediate the relationship between genuine supervisor support and volunteers' quality services. The outcomes from this study have reflective implications for both theory and practice. The findings support the attribution theory by implying that genuine supervisor support can be used as a tool in managing volunteers’ service quality effectively by enhancing their role mastery and harmonious passion.     

促进我国中小物流企业良性运作的对策

中小物流企业是我国物流市场重要的组成部分,是活跃物流市场、促进物流业协调发展的基础与保障。与大型物流企业相比,我国中小物流企业在规模、资金、技术等各方面均处于劣势。面对复杂的物流市场环境,为促进我国中小物流企业良性运作,从企业层面看,中小物流企业必须从战略高度出发审视自身的未来发展,充分认识自己所处的生存环境和地位,寻求自己擅长的服务领域,苦练内功,科学经营,力争在某一细分领域做精、做强,提升竞争力;从政策层面看,政府应采取有效措施,为中小物流企业营造良好的环境,促进大、中、小物流企业有序、健康、稳定、共同发展。     

Manufacturing servitisation and duration of exports in China

In recent years, manufacturing servitisation has become a growing characteristic of global firms. Firms develop their service factors, to realise more values and increase their international competitiveness. China, as an important manufacturing centre of the world, has abundant manufacturers seeking for getting more involved in the international market. This paper makes use of detailed customs data and firm‐level data from China, to find how the servitisation in China affects the export durations of Chinese manufacturers. The results demonstrate that manufacturing servitisation input in China contributes to export performance. The service factors have become the important production factors in Chinese manufacturing enterprises. However, China is still at the primary stage of manufacturing servitisation, and Chinese manufacturing enterprises should pay more attention to the whole value chain and seek the transformation from a pure manufacturing enterprise to a service manufacturing enterprise.     

Value and Satisfaction Evaluations During a Service Relationship

Abstract

The research used a sample of credit union customers to determine (a) the relative importance of core and peripheral service attributes on customer evaluations of service value and customer satisfaction, and (b) how the relative importance of these criteria change over the life of the service relationship. For the overall sample, peripheral service attributes accounted for over three-fourths of the variance for service value and customer satisfaction. Dividing the sample into three sub-samples based on age of the customer's relationship with the credit union, peripheral service attributes drove evaluations of service value and customer satisfaction for the first stage of the relationship (ten years or less) and the middle stage of the relationship (eleven to nineteen years). Once the relationship aged to twenty or more years, core attributes drove evaluations of service value and customer satisfaction. Findings indicate that relationship strategies for the credit union may need to be customized based on the amount of time customers have had a relationship with a service firm.     

第三方物流企业需求分析与运作模式探讨——以杭州为例

本文以杭州八方物流有限公司的运作现状为入手,从企业内部业务流程和企业所处外部环境两个层面对杭州市第三方物流企业的运作模式与用户需求特点进行了分析,从资源整合、服务内容、服务范围三个方面对这些企业的运作模式进行了深入的探讨。并且根据当地的经济发展状况及中国现代物流业的发展趋势,对杭州第三方物流企业的运作模式和今后可持续发展提出了一些有益的建议。     

Integrating customer orientation, corporate entrepreneurship, and learning orientation in organizations-in-transition: an empirical study

The paper addresses the issue of interrelationships between market orientation, corporate entrepreneurship, and learning orientation in the context of emerging economies. These three constructs have drawn an increasing level of interest in both marketing and management fields as organizations face challenges in a volatile environment. With a national sample of state-owned enterprises in China, the present study simultaneously tests potential relations between these structural constructs and their relationships with the organizational outcome that is reflected with marketing program dynamism. The findings of this study indicate that: (1) sampled state-owned enterprises demonstrate a higher level of changes in organizational outcome resulted from a stronger customer orientation, corporate entrepreneurship, or learning orientation; (2) learning orientation fully or partially mediates the impact of customer orientation and corporate entrepreneurship on outcome; (3) state-owned enterprises with foreign partnership have a higher level of customer orientation, entrepreneurship, and learning orientation; and (4) state-owned enterprises in the service sector have a higher level of customer orientation.     

Relative importance and combined effects of attributes on customer satisfaction

Customer satisfaction with a service experience is often determined by several critical attributes. Prior studies have suggested that food, physical environment, and employee service impose an important effect on diners' satisfaction with restaurant services. Although much research has looked at the direct effect of these attributes individually, little is known about them when they are considered together. This study investigates the relative importance and combined effects of the determinants of customer satisfaction in China's hospitality industry. The results show that food taste, employee service, and physical environment (in that order) all significantly contribute to diners' satisfaction, and that one attribute may substitute for another attribute in the satisfaction formation process. Generally, humanic attributes (employee service) can effectively substitute for less humanic attributes (physical environment).     

北京内外资服务企业员工培训策略研究

高素质的服务人员是北京服务行业实现优质服务的一个关键因素,而高素质的服务人员又离不开企业适当的员工培训。针对我国服务企业的人员培训问题,通过对比北京内资服务企业和外资服务企业的培训体系和实践具体流程,本文对两者的相对优缺点进行总结,并试图从中获得一些管理启示。     

基于博弈理论的大宗商品定价权联盟构建

目前,我国已经成为国际上许多大宗商品的最大买家。但全球大宗商品的定价权并未因我国成为最大买家而移至我国。在商品与服务的价格方面,我国还没有与自身地位相匹配的话语权。这是因为,我国铁矿石行业间缺乏有效的联盟,存在行业集中度低、竞争无序等问题,结果导致定价权与国内企业离得越来越远。大宗商品联盟缺失是导致我国定价权缺失的重要原因。基于博弈理论构建大宗商品的定价权联盟,是打破目前状况的一条根本途径。我国企业应借鉴国外企业的经验和路径,积极构建产业链联盟、企业联盟、金融联盟、采购联盟和营销联盟,以谋求我国企业在大宗商品上的国际定价权。     

外资进入、劳动收入份额与技能工资溢价——来自2008年服务业企业普查数据的经验分析

运用2008年第二次全国经济普查服务业企业数据,文章实证检验了外资进入对服务业企业劳动收入份额和技能工资溢价的影响。结果显示外资企业存在更高的劳动收入份额,且外资进入程度对当地企业的劳动收入份额存在正向的外溢效应。文章进一步将不同所有制类型与技能劳动力占比的交互项引入工资方程,发现外资企业存在更高的技能工资溢价。我们进一步验证了外资进入对当地劳动力市场技能工资溢价的影响。结果表明,在那些外资渗透率较高、市场竞争相对激烈的地区和行业,外资企业的技能工资溢价现象会产生溢出效应,促使当地企业提高对高技能员工的薪酬待遇。因此,在合理发挥服务业外资进入对收入分配优化效应的同时,也要采取相关措施防止其进一步拉大工资差距。     

Investigating the dynamics of service attributes in multi-channel environments

Previous research has shown that customer evaluations of attributes in existing product and service categories are dynamic. In this study, we use a response surface model based on a conjoint analysis of service profiles in the context of mobile phone service to examine the dynamics of multi-channel service attributes and their influence on customers’ intention to renew a service agreement. Our results provide insights for the design of a service that may not be what customers have experienced in the past and demonstrate the qualities of a set of multi-channel service attributes that have not been included in previous studies.     

电子商务服务提供商评估

近年来,中国电子商务处于爆发式增长的阶段,传统的制造商和品牌商开始关注这个领域,布局网络销售渠道。但是传统企业缺乏电子商务运营经验,在这种情况下,第三方电子商务服务外包企业（电子商务服务提供商）应运而生。报告从产品功能、基础平台、用户体验、服务能力、产品综合竞争力以及公司竞争力六个方面对电子商务服务提供商进行分析和评估。     

International strategy: From local to global and beyond

To survive and thrive, multinational enterprises (MNEs) have had to adapt to dramatic changes and increasing complexity in the global competitive landscape over the past 50 years. MNEs’ international strategies and the academic research on the various attributes and outcomes of these strategies have evolved accordingly. This work reviews the evolution of international strategy research over the past five decades. In particular, the research on international diversification and the timing and speed of entering international markets is closely examined. In recent years, the influence of formal and informal institutions on international strategy has become a central research topic. Furthermore, MNEs’ strategies often seek to explore and exploit critical capabilities to build advantages in international markets. Finally, emerging research themes, such as institutional complexity, business sustainability, emerging economy firms and international new ventures are highlighted.     

加入WTO:我国零售服务业如何“与狼共舞”

入世后，中国零售服务业将在几年之内全面开放，外资零售企业逐渐进入中国已是大势所趋。面对全球零售“巨 头”咄咄逼人的势头，我国零售服务业与国外大型商业集团的激烈竞争将不可避免。根据我国零售服务业对外开放现状 和我国零售服务业存在的主要问题，必须采取对策，才能在激烈的市场竞争中立于不败之地。     

Cross-buying evaluations in the retail banking industry

Is a customer’s past purchase experience of traditional banking products applicable to the continuing purchase of insurance and investment products at a bank branch? Are service attributes used with similar extensions evaluated differently from when used with dissimilar extensions? In response to these questions, this study develops and examines a framework of service attributes (e.g., locational and one-stop shopping convenience, functional and technical service quality, and firm reputation and size) having positive effects on cross-buying. Meanwhile, this study also examines the mediating roles of satisfaction and trust on the relationship between services attributes and cross-buying. Our results indicate that the relative importance of locational convenience and functional service quality is likely to decline, while the relative importance of one-stop shopping convenience and firm size is likely to increase as category dissimilarity increases. Technical service quality and firm reputation only have indirect effects on cross-buying dissimilar product categories through trust. Instead, satisfaction plays the mediating role for cross-buying similar product categories. Our findings reinforce the view that the relative effects of service attributes, satisfaction and trust on cross-buying vary under different category similarity conditions.     

家电企业售后服务业务外包的问题与对策

当前,我国家电企业售后服务外包方面存在的问题,主要表现在企业盲目的甩包袱,追逐短期利益;承包商的选择缺乏依据;售后服务外包的质量考核与审查严重缺失等。家电行业是我国目前市场化程度最高的行业,竞争的激烈程度与日俱增,售后服务外包对整合企业资源、构建核心竞争力的作用愈发重要。家电企业在进行售后服务外包时应评定服务企业业务等级。加强对承包商的资质审查及后期监管,建立售后服务反馈机制,及时规避外包风险。