The Effect of Leader Positive Affectivity on Team Member Turnover Intention and Team Organizational Citizenship Behavior

This paper develops two models to investigate the effect of team leader positive affectivity (PA) on team member turnover intention and team organizational citizenship behavior (OCB), at the individual and team levels, respectively. A two-wave longitudinal study was conducted involving a survey of 58 team leaders and 174 team members in a large Chinese telecom company across a three-month period. We found that team members’ organization-based self-esteem (OBSE) at Time 1 mediates the relationship between team leader PA at Time 1 and team member turnover intention at Time 2, whereas team aggregated OBSE at Time 1 mediates the relationship between leader PA at Time 1 and team OCB at Time 2.     

顾客参与对顾客满意和顾客公民行为的影响研究

在服务的生产传递过程中,顾客参与使顾客不再是独立于服务组织之外的单纯消费者。作为服务的共同生产者,顾客不仅会影响组织的生产效率和服务质量,还会影响自身的心理结果和行为结果。文章选取顾客满意和顾客公民行为作为顾客心理和行为结果的衡量指标,构建了顾客参与对顾客满意和顾客公民行为影响的理论模型,并以团队游为例进行了实证研究。研究表明：顾客参与的人际互动和信息分享两个维度对顾客满意有正向影响;顾客满意对顾客公民行为各维度均有正向影响;顾客参与对顾客公民行为有显著正向影响,且顾客满意在顾客参与对顾客公民行为的影响关系中存在部分中介效应。     

基于顾客忠诚的中小企业客户关系管理实证分析

中小企业与大企业在资金、人员以及组织机构等方面的不同 ,因此实施客户关系管理的过程与大企业也有所差别。本文是在对浙江中小企业客户关系管理实施状况长达一年多调查的基础上 ,详细分析了其现状及存在问题 ,阐述了供中小企业参考的基于顾客忠诚的客户关系管理实现策略。     

The Impact of Other Customers on Customer Citizenship Behavior

Despite extensive research on the antecedents of customer citizenship behavior, the influence of other customers remains a neglected area in service research. Drawing on social information processing and interpersonal influence theories, this article investigates how citizenship behavior of focal customers is shaped by citizenship behavior of other customers. This study also examines how informational influence in the form of other‐customer credibility and normative influence in the form of customer social identity moderate this relationship. Using qualitative and quantitative data, this study shows that other‐customer citizenship behavior drives focal customer citizenship behavior. This link is also moderated by informational influence (other‐customer credibility) and normative influence (social identity). From a theoretical standpoint, the findings provide preliminary evidence that other‐customer focus is critical to an understanding of customer citizenship behavior. This study also identifies the boundary conditions for these relationships. From a practical standpoint, the findings suggest that managers need to identify and pay attention to customers who exhibit citizenship behavior so that customer citizenship behavior is reciprocated and extended to other customers in the service encounter.     

The Relationship between Consumers' Unethical Behavior and Customer Loyalty in a Retail Environment

This paper investigates the relationship between two outcomes of relationship marketing – affective commitment and behavioral loyalty – and consumers' unethical behavior. The main objective of the study is to assess whether affective commitment and behavioral loyalty to a store translate into more ethical behavior towards that store, controlling for the variables of age, gender, and ethical beliefs. The study does not rely on a single measurement tool, but is based on ten months' panel data and three different mail surveys targeted at 359 Belgian households. The results provide support for our hypothesis that affective commitment is indeed negatively correlated with consumers' unethical behavior. The same conclusion could not be drawn for the relationship between behavioral loyalty and consumers' unethical behavior. No significant relationship was detected, not even in situations where affective commitment was high. The results hold major implications for retailing practice.     

Customer Loyalty in Clusters: Perceived Value and Satisfaction as Antecedents

Purpose: This article studies, from the perspective of relationship marketing, the loyalty behavior of industrial customers in the context of an industrial cluster. Loyalty is a key variable for studying long-term relationships between firms.

Research implications: Recent advances in consumer and services marketing consider that perceived value and satisfaction are central to explaining customer loyalty. However, very few business-to-business (B2B) studies explain the antecedents of customer loyalty, where perceived value acquires a multidimensional perspective. This study adopts the relationship marketing approach, and loyalty behavior is analyzed in a specific setting: an industrial cluster. Furthermore, the effect of the number of suppliers is analyzed as a possible moderator in the relationships of the model.

Methodology approach: We have chosen the Spanish tile cluster to test a series of hypotheses. Questionnaires were elaborated from primary and secondary information and structural equation models (SEM) have been used for statistical treatment and confirmatory factor analysis (CFA).

Findings: This study highlights the importance of the relationships among perceived value, satisfaction, and loyalty and the importance of the different dimensions of perceived value.

Practical implications: The empirical study and the results provide important evidence for managers, specifically, the critical influence of the emotional and social perceived values by the customer on his or her level of satisfaction and on the achievement of final loyalty—the importance in the commercial training programs of this matters.

Originality, value, and contribution: This study highlights the importance of the most intangibles dimensions of value for the industrial cluster relations between companies.     

Mechanism Connecting Environmental Friendliness to Service Loyalty: The Role of Positive Customer Emotions and Satisfaction

This research explores the mechanisms linking consumers’ perceptions of the environmental friendliness of service to customer loyalty. It investigates positive emotions evoked by perceptions of environmental friendliness and then links these emotions to customer satisfaction and loyalty as outcome variables. The data for testing a set of hypotheses was collected from a sample of over 150 consumers for three service industries, each. The results suggest that positive emotions in the form of “warm glow” feelings and sense of belonging are encouraged by environmental friendliness. The positive emotions have direct impacts on satisfaction, but show mixed impacts on loyalty.     

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。     

基于顾客忠诚提升视角顾客合作创造与顾客导向比较研究

顾客忠诚重要性已被学者和企业管理者广泛接受,对于如何提升和维持顾客忠诚,以往的研究主要以顾客导向经营模式进行探讨,基于企业与顾客合作创造这一全新视角来研究顾客忠诚提升在中国尚属空白。这篇文章拟研究在顾客与企业角色变化环境下,传统模式企业与顾客合作创造在顾客忠诚营造方面实施的可行性比较,拟对企业战略发展做出指引。     

Attitudes and Donation Behavior When Reading Positive and Negative Charity Appeals

This article tries to clarify whether negative charity appeals (i.e., advertisements emphasizing the bad consequences of not helping) or positive charity appeals (i.e., advertisements emphasizing the good consequences of helping) are more effective. Previous literature does not provide a single answer to this question and we suggest that one contributing reason for this is that different studies have operationalized appeal effectiveness in different ways (e.g., actual behavior, self-rated helping intentions, or expressed attitudes about the ad or the organization). Results from four separate studies suggest that positive appeals are more effective in inducing favorable attitudes toward the ad and toward the organization but that negative appeals are more effective (in studies 1A and 1B) or at least equally effective (in studies 1C and 1D) in eliciting actual donations. Also, although people’s attitude toward the appeal (i.e., liking) was a good predictor for the expected effectiveness in increasing donation behavior (in Study 2), it was a poor predictor of actual donation behavior in all four main studies. These results cast doubt on marketing theories suggesting that attitudes toward an advertisement and toward the brand always lead to higher purchase behavior.     

体验价值驱动下网购顾客公民行为形成机制研究

本文基于社会交换理论和“评价－情感－应对”模式理论,从顾客主体价值视角切入,通过构建体验价值、顾客承诺与顾客公民行为相互作用的理论模型,弥补了“S－O－R”旧有范式在解释顾客公民行为生成机制方面的不足。通过对727个有效样本数据的研究发现,效率价值对计算性承诺和情感性承诺均具有显著正向影响;服务卓越价值、审美价值和趣味性价值对情感性承诺具有显著正向影响;相比于计算性承诺对顾客公民行为的影响,情感性承诺对顾客公民行为三维度的影响更强;计算性承诺和情感性承诺在体验价值与顾客公民行为的关系中存在部分中介效应。研究结论为探讨顾客主体视角下顾客公民行为的生成机制提供了新的理论支持,也为我国网络零售商的网络营销实践提供了决策依据。     

试论顾客忠诚的影响因素与理论模型

随着市场竞争的日趋加剧和顾客争夺成本的提高,顾客忠诚的形成与维持问题已经成为市场营销理论界与企业界关注的一个焦点。但是,到目前为止,有关顾客忠诚的影响因素及其作用机制研究仍然缺乏。本文基于国外相关文献评述,对顾客忠诚的内涵及其影响因素进行分析,探讨顾客忠诚形成的理论模型及其机制。     

提升客户价值:满意度还是忠诚度

<正>进入21世纪的中国企业面临越来越多的挑战:全球金融危机、能源短缺、环境保护、网络营销等。应对市场竞争的策略也是百家争鸣,莫衷一是,其中有战略论、蓝海     

顾客忠诚的内涵及其提高途径

从态度取向和行为取向两个维度可以把顾客忠诚细分为四类,广义的顾客忠诚内涵包括理想忠诚和约束忠诚,狭义的顾客忠诚则只包括理想忠诚;拥有一批忠诚的顾客是企业生存发展的根本,因此,企业应该从识别忠诚的顾客、培养忠诚的员工、提供优质的服务、加强顾客关系管理和处理好顾客抱怨等途径来获得和维系顾客忠诚。     

客户忠诚理论的价值分析和驱动模式研究

在客户关系管理(CRM)中,客户忠诚是其基本目标。客户忠诚是一种导致消费者与品牌发生联系的态度,进而表示出来的一种由个人特征、环境和购买情景共同作用的购买行为模式。在分析客户忠诚对客户关系管理的价值,客户忠诚的度量指标和维度分类的基础上,提出了客户忠诚的满意驱动、价值驱动、双因素驱动和多因素驱动四种驱动模式以及各因素对客户忠诚的驱动机理,揭示了客户忠诚的本质,为企业客户关系管理中达到客户忠诚提供理论支持和实践方法。     

零售业客户忠诚度与营销策略分析

客户满意度管理是零售业营销环境下提升客户价值、建立和保持客户忠诚的有力工具,而识别客户的体验需求,提高NPS记分是提高零售业客户忠诚度的先决条件。从企业战略实施层面来看,我国零售业提高客户忠诚度是企业可持续发展的核心要素,忠诚的顾客是企业最宝贵的财富。