休闲旅游业顾客满意的前置因素——基于长株潭城市群的实证研究

本文基于顾客感知的服务绩效和服务公平理论,以长株潭地区的休闲旅游服务为例,对游客满意的前置因素及满意度现状进行了实证研究。问卷设计主要借鉴SERPERF量表和服务公平模型,并运用SPSS17.0软件对问卷的信度与效度进行了验证。调研结果显示,游客整体满意度水平处于"一般"和"不太满意"的临界区间。服务感知绩效的满意度得分要高于服务公平方面的得分,说明长株潭休闲旅游在服务态度及与顾客有效沟通方面比较欠缺。调研结果还表明了不同满意程度的顾客,所对应的购后行为是有差别的。本研究结果验证了服务公平与感知绩效理论在休闲旅游中的适应性,提出了顾客关系管理与服务补救策略在休闲旅游经营中的重要性。     

Customer-centered measurement of service operations: a B2B case study

This study examines how the customer can be utilized in performance measurement and evaluation of complex engineered service operations in the business-to-business environment. The framework put forth by Ukko and Pekkola for a customer-centered approach to performance measurement in service operations is used, focusing on the special nature of service processes and the customer’s perspective. The results of this case study show that in non-interactive customer-related processes, performance evaluation can be a viable alternative to performance measurement. In addition, enabling the customer to participate in the evaluation and measurement of service operations will generate not only new measures but also new services.     

旅游目的地影视意象的衍变与旅游发展契合研究——以山西乔家大院为例

以旅游目的地意象为切入点进行旅游产品开发和营销的研究在学术界已非常普遍。随着旅游者经验的不断积累及各类信息获取、整理、加工,作为新兴意象之一的关于旅游目的地的旅游影视意象更成为一个不断发展、动态修正的研究内容而被重视。本文借助于乔家大院游客问卷调查,从影视体验、验证角度探寻旅游者影视意象是一个自发衍变的过程,表现结果为推动影视旅游活动的实现和发展,同时能够为景区构建、跟踪、宣传影视旅游意象提供借鉴。     

How libraries can enhance customer service by implementing a customer value mindset

Libraries have a rich tradition of solid customer service. Good service today, however, is often not good enough. Libraries can improve the customer experience by understanding what it means to truly deliver outstanding value. Implementing customer‐centric marketing and the latest technology can increase the perceived value of library usage before, during, and after service delivery. The evolving library experience framework explains how library administrators can prepare for current challenges and future changes to enhance customer service. A customer value‐based services perspective will help libraries strengthen overall user experiences to keep a larger “share of customer” from formidable information rivals such as search engines, online databases, news sources, video sharing sites, internet service providers, and content creators.     

A graduates ’ satisfaction index for the evaluation of the university overall quality

In the higher educational setting, students provide a relevant contribution to the quality of educational services. In such a context, the measurement of the perceived quality and related satisfaction for the university experience are of primary interest to evaluate the efficiency and efficacy of the learning processes. In this contribution, we aim at assessing the overall quality of the graduates’ university experience in terms of internal and external efficacy by applying the ECSI (European Customer Satisfaction Index) methodology, based on structural equation models and primarily developed in the context of customer satisfaction. For this aim, we propose a modified ECSI model tailored for the higher educational setting, explicitly taking into account the differences among groups of degree program. The study is carried out on data collected by the AlmaLaurea surveys at the University of Florence (Italy) in the period 2014–2017 and concerns a sample of more than 2,000 graduates. We find out eight latent variables that contribute to define the overall quality of university experience. These variables are differently affected by the type of degree program, with the highest levels of external efficacy observed for degree programs belonging to the educational, health, and engineering groups. It also turns out that interventions on the internal efficacy (i.e., quality of hardware and quality of humanware) have a direct positive effect on the university (i.e., loyalty) and an indirect positive effect on the society (i.e., external efficacy).     

Supply chain collaboration and eco‐innovations: An institutional perspective from China

This study explores the impact of supply chain collaboration on eco‐innovations in the context of 220 Chinese manufacturing supplier firms involved in global supply chain networks. It investigates how supplier and customer collaborations help firms to enhance product eco‐innovations, and/or process eco‐innovations, and how the institutional context (i.e., regulatory, market, and community pressures) influences these relationships. The structural equation modeling approach is used to analyze the data captured from medium and large manufacturing enterprises in three major sectors: automotive, electronics, and textiles. The results show that community pressure has a positive effect on supplier collaboration, which further leads to enhanced process eco‐innovation. On the other hand, the findings indicate that while market pressure enhances customer collaboration, this does not reinforce product eco‐innovation. Contrary to our expectation, regulatory pressures do not impact supplier or customer collaboration for innovation. Overall, different institutional factors indicate divergent effects on supply chain collaboration and product/process eco‐innovation. The importance of normative pressures, such as those applied through the local community and interest groups, for eco‐innovations in production processes is further discussed as a typical feature of the institutional environment of Chinese supplier firms.     

The impact of supply-side electronic integration on customer service performance

Although information technologies have been expected to directly enhance firm performance in specific value chain activities (e.g., supplier performance or customer service performance), their advanced capabilities offer the promise of organizational integration and spill-over benefits. Enterprise systems provide firms with platforms for electronically integrating their supplier and demand chain activities. Spill-over benefits refer to the impacts that occur when IT investments in one organizational domain benefit performance in a different value chain side of the firm. Supply-side electronic integration (SEI) refers to the use of electronic means to integrate the exchange of information and transactions with suppliers through enterprise systems. In our research, we examine whether SEI generates spill-over effects on customer service performance, over and beyond firms’ direct investments in customer-side digitization. We also examine whether structural attributes of the firm (e.g., vertical integration, diversification, and centralization) moderate the effects of supply-side electronic integration on customer service performance. Our analysis of a secondary dataset of InformationWeek 500 firms shows that SEI helps firms realize cost-savings in their customer service performance, especially if they are less vertically integrated. In addition, SEI investments help diversified and centralized firms achieve cross-selling with their customers. We also find that SEI is more likely to help decentralized and diversified firms achieve customization in their customer service activities. These results suggest that SEI helps firms achieve twin goals in customer service: cost reduction and revenue expansion. Overall, our research reveals how supply-side electronic integration could generate benefits in customer service performance in firms.     

Weak cognitive image of cultural tourism destinations

The current study aims to take an in-depth look at the perceived image of an inland cultural tourism destination. This destination has traditionally had a weak image, making it important to study the components of this image and the factors influencing it in order to identify the best strategies for improving the destination’s positioning with respect to its image. This research is part of the ATLAS Cultural Tourism Research Project, which focuses on the image of tourist destinations. The basic questionnaire prepared by ATLAS and applied in a number of different countries is the key element of the survey. The results obtained show the different influences of factors such as information sources (distinguishing between induced, organic and autonomous sources), previous visits to the destination and the places visited during the tourist’s stay on the overall image of the city. This research will help public institutions to project the image of destinations in their target markets using precise information channelled through the appropriate media. In global terms we try to contribute to the study of factors influencing image formation in the case of inland cities not yet on the tourist map, but whose potential resources could make them obvious cultural tourism destinations. From this perspective, the influence of cognitive attributes in forming the image, as well as the atmosphere the tourist experiences in the city as a psychological attribute, have been studied.     

基于体验视角的酒店企业知识创新研究

酒店企业所提供的服务好坏主要体现在是否能够带给顾客真正的体验价值,这就决定了其服务知识创新必须从顾客体验的视角来进行,才能不断提升服务品质。基于这一视角,酒店企业可以在对顾客服务中遵循知识创新的SRO-ECI过程,包括暗默知识的共同化(S)、关联化(R)、吸收化(O)、表出化(E)以及形式知识的连接化(C)和内化(I)过程。因此,以不断提升顾客体验价值为目标,遵循SRO-ECI知识创新过程来进行酒店服务知识创新,最终会促使酒店企业取得较高的经营绩效。     

Employee commitment to the organization and customer reactions: mapping the linkages

Although it has been claimed that the attitudes that employees have toward their work influence how customers react to the organization, its service and products, relatively little empirical research has examined these possible linkages. The focus in this article is on the relations between organizational commitment and customer reactions (e.g., customer satisfaction, repeat purchase behavior). Specifically, we review relevant theory and research, discuss methodological issues associated with examining this issue, and make recommendations for both researchers and human resource (HR) practitioners interested in mapping linkages between organizational commitment and customer reactions.     

旅游服务供应链形成动因及其模式演进

首先从旅游产品和服务及其需求两个角度归纳出旅游服务供应链的特点,从客户、经济和环境价值三方面剖析了旅游服务供应链的形成动因,探究了电子商务对其深远影响。在此基础上,探讨了传统旅游服务供应链模式和基于B2C电子商务旅游服务供应链多元化结构模式的构建,对旅游服务供应链的演进过程进行了全面总结,完善了旅游服务供应链的架构。     

Online customer experience in e-retailing: implications for web entrepreneurship

Providing consumers with unique experiences and immersing them in original contexts are the goals of web entrepreneurs. Researchers and web entrepreneurs have expressed a particular interest in the online customer experience, agreeing on its importance in creating satisfaction, revisiting intention, e-trust and e-loyalty. This paper explores customer experience in the online retail context. The online customer experience is central in forming customers’ perceptions of expectations of online retailers because this experience is highly personal. However, empirical research on the online customer experience remains scarce. The objectives of this unique study are twofold. The first is to compare the effect of online customer experience on the responses of Romanian and Tunisian customers. The comparative analysis is based on two dimensions of the online customer experience assessment tool. These dimensions are cognitive experiential state (flow) and affective experiential state. The second objective is to examine the contribution of each of these two dimensions in explaining overall perceived value, e-satisfaction, e-trust and repurchase intention in the online context, as well as their effects on web entrepreneurial initiatives. The findings reveal the impact of cultural influences on the constructs embedded in the research framework. The implications for practice relate to the increasing importance of online customer experience in tailoring online marketing campaigns. The implications for web entrepreneurship are clearly emphasised by the pathways from online customer experience to entrepreneurial initiatives. These pathways capture the value of customer-generated content in designing innovative business models.

     

Measuring the innovation production process: A cross-region empirical study of China’s high-tech innovations

Analyzing and measuring the innovation process from a quantitative perspective is needed for policy making, which can help in grasping and controlling the performance of innovations. There has been little literature to deal with it from a systemic perspective. In this study, a novel measurement framework for the typical innovation production process (IPP) is constructed from the system perspective associated with a relational network data envelopment analysis. It provides systematic and simultaneous efficiency measures for the overall process and internal sub-processes, i.e., upstream R&D process and downstream commercialization process. For confirming our measurement framework, we apply it to a cross-region empirical study of China’s high-tech innovations. The empirical innovation measurement provides in-depth evidences of China’s high-tech innovations inefficiency, and some policy recommendations are developed.     

Collaborative cost-cutting: productive efficiency as an interdependency between public organizations

Collaboration between public sector organizations is typically understood as a response to complexity. Agencies collaborate in order to address complex, cross-cutting policy needs that cannot be met individually. However, when organizational size is a constraining factor in public service efficiency, collaboration can also reduce costs by capturing scale economies unavailable to organizations of sub-optimal size. Using organization theory, the article conceptualizes these two different triggers for public sector collaboration, and builds a framework for tracing their wider impact upon the formation, operation, and outcome of inter-agency partnerships. The framework is illustrated, and its implications for future research are explored.     

The Emerging Role of the State In Latin America

The article is designed to (a) provide a theoretical framework for analyzing reforms in the role of the state; (b) assess the Latin America experience in improving the efficiency and effectiveness of core government functions at all levels of government (e.g. human resource management, financial management, tax and customs administration and cross-sectoral service delivery though excluding a detailed treatment of sector-specific areas such as education and health); and (c) examine the experience to date in Latin America of successfully implementing institutional reforms with respect to (i) private sector development (legal reforms to facilitate private transactions as well as provide a regulatory role for government in the face of market failures and their enforcement) and (ii) poverty alleviation particularly with respect to reforms in the social security system as well as the introduction of social investment funds.     

The service sector: Challenges and imperatives for research in operations management

The United States has undergone a transformation from an industrial society to the first postindustrial society. Consequently, the service sector has outstripped manufacturing in its contribution to the GNP and in employment. This paper discusses the challenges and imperatives for research in service operations management (SOM). Service operations have unique characteristics that must be considered in developing research strategies. Recent attempts at evolving a general theory of service organizations are reviewed, and it is suggested that these conceptual models provide a unifying framework for the study of SOM. Research in SOM requires a broad perspective that includes the customer and the interactions with other functional areas. It requires an integration of conventional production concepts with behavioral and marketing considerations.     

地域文化与旅游纪念品开发探析

文化是旅游的灵魂,旅游是文化的载体。在"文化牵引经济"的时代背境下,具有鲜明特色的地域文化应成为旅游纪念品开发的根基和源泉。在旅游纪念品的设计、包装、传播中注入地域文化元素,表现和彰显地域文化的个性特征,一方面有利于宣传旅游地品牌形象;另一方面,有助于提升旅游纪念品自身的文化品位,增强吸引力,实现其价值和功能,使旅游纪念品成为旅游者回忆、回味与旅游地密切相关的独特旅游体验的记忆线索。     

Sustainable supply chain management in tourism

Sustainable supply chain management (SSCM) encapsulates the trend to use purchasing policies and practices to facilitate sustainable development at the tourist destination. Most research has focused on environmental aspects of manufacturing, while other aspects of sustainability or the challenges for the service sector are largely ignored. Yet SSCM is particularly important for tour operators, as the product depends on the activities of suppliers, such as accommodation, transport and activities. Therefore, tour operators' contribution to sustainable tourism will be more effective through the definition and implementation of policies that acknowledge responsibility for the impacts of suppliers. Exploratory research of SSCM practices amongst tour operators generated a wide range of examples of good practice across the whole supply chain, and recommendations are made for more widespread engagement. Copyright © 2006 John Wiley & Sons, Ltd and ERP Environment.     

Using integrated quality assessment for hotel service quality

In the age of growing foreign tourism, providing excellent quality service at hotels is increasingly more important. Service quality and customer satisfaction have gradually been recognized as key factors used to gain competitive advantage and customer retention. Most companies conducted satisfaction surveys of their customers, with a view of using analysed results to identify attributes of potential improvement. However, this kind improvement decisions on the attributes with a lower satisfaction level needs not to be appropriated. Thus, to achieve higher levels of overall satisfaction with the hotel experience, this study combined four simple methods, including Kano’s model, refined Kano’s model, Importance-Satisfaction model, and the Improvement index, to evaluate two types of hotels. The integrated approach of service quality measurement is based on the importance and satisfaction survey of the quality attributes. The survey, with 24 attributes and service items, were administrated to a random sample of 400 customers at one business hotel and one resort hotel in Taiwan. The strategies of these two kinds of hotels were compared and discussed in this study. On the basis of the key quality attributes identified by employing the integrated approach, which are significantly different from those identified on the basis of a simple satisfaction survey, hotels can make appropriate decisions on specific areas for improvement to further enhance the hotel service quality in Taiwan.