The effect of management commitment to service quality on employees’ affective and performance outcomes

A service recovery performance model is proposed and tested with data from frontline bank employees in Turkey. The model is derived from Bagozzi's (1992) reformulation of attitude theory. The empirical results suggest that top management commitment to service quality, as manifested by frontline employees' appraisal of training, empowerment, and rewards, has a significant effect on their perceptions of service recovery performance. The influence of management commitment to service quality on service recovery performance is mediated by frontline employees' affective commitment to their organization and job satisfaction. Implications of the results and further research avenues are discussed. Emin Babakus (ebabakus@ memphis.edu) (Ph.D., University of Alabama, 1985) is a professor of marketing at the University of Memphis. In addition to theJournal of the Academy of Marketing Science, his research has been published in such journals as theJournal of Marketing Research, theInternational Journal of Research in Marketing, theJournal of Retailing, theJournal of Business Research, and theJournal of Advertising Research. He serves on the editorial review boards of several journals. Ugur Yavas (raxyavas@mail.etsu.edu) (Ph.D., Georgia State University, 1976) is a professor of marketing at East Tennessee State University. Besides theJournal of the Academy of Marketing Science, he has contributed to such journals as theJournal of Marketing Research, theJournal of Business Research, theInternational Journal of Research in Marketing, theEuropean Journal of Marketing, International Marketing Review, theJournal of International Marketing, Management International Review, theJournal of the Market Research Society, theInternational Journal of Service Industry Management, andLong Range Planning. He currently serves as the editor of theJournal of Asia-Pacific Business. Osman M. Karatepe (osman.karatepe@emu.edu.tr) (Ph.D., Hacettepe University, Ankara, Turkey, 2002) is an assistant professor of marketing at Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals as theJournal of Hospitality and Leisure Marketing, The Service Industries Journal, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the associate editor of theEMU Journal of Tourism Research. Turgay Avci (turgay.avci@emu.edu.tr) (Ph.D., Cukurova University, Adana, Turkey, 1995) is an assistant professor of management at Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals asThe Service Industries Journal, theJournal of Hospitality and Leisure Marketing, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the editor-in-chief of theEMU Journal of Tourism Research.     

Satisfying customer expectations: The effect on conflict and repurchase intentions in industrial marketing channels

The article investigates how the marketer’s fulfillment of middleman expectations impacts upon conflict and repurchase intentions in industrial channels. The nature and key determinants of expectations in industrial buyer behavior are examined. Discrepancy theory is used to assess the (dis)confirmation of expectations process. A series of hypotheses are developed and tested in a large manufacturing and distribution network engaged in the marketing of fluid power products. Results suggest a direct causal effect of (dis) confirmed expectations on repurchase intentions and on conflict, and that the effect of expectations on repurchase intentions is not modified by the creation of conflict. Managerial implications are drawn.     

Behavioral dimensions of channels of distribution: Review and synthesis

This paper reviews and synthesizes the past research in the area of behavioral dimensions of channels of distribution. The authors explore the focal points of works on bargaining, conflict, cooperation, power, performance, member roles, member satisfaction and political economy. Suggestions for future research are supplied.     

The effects of customer equity drivers on loyalty across services industries and firms

Customer equity drivers (CEDs)—value equity, brand equity, and relationship equity—positively affect loyalty intentions, but this effect varies across industries and firms. We empirically examine potential industry and firm characteristics that explain why the CEDs–loyalty link varies across services industries and firms in the Netherlands. The results show that (1) some previously assumed industry and firm characteristics have moderating effects while others do not and (2) firm-level advertising expenditures constitute the most crucial moderator because they influence all three loyalty strategies (significant for value equity and brand equity; marginally significant for relationship equity), while three industry contexts (i.e., innovative markets, visibility to others, and complexity of purchase decisions) each influence two of the three loyalty strategies. Our results clearly show that specific industry and firm characteristics affect the effectiveness of specific loyalty strategies.     

The impact of transportation deregulation in the united states on Canadian—U.S. distribution channels

During the 1978-80 period the United States deregulated its transportation industry. Common carriers, through increased reward and expert power, can now perform a more dominant role in the distribution channel. Because of major differences created in the regulatory environment of the U.S. and Canada, deregulation has also had an impact on the distribution channels between the two countries. It is evident horizontal competition between U.S. and Canadian carriers, and between shippers for both domestic and export markets in the respective countries has increased. Another major result of deregulation has been that Canadian shippers and carriers engaged in international traffic to the U.S., even though they have been in complicance with Canadian law, have found themselves subject to the extra-territorial reach of the U.S. anti-trust legislation.     

论电子商务仲裁裁决在我国的承认与执行

电子商务仲裁相对于一般商事仲裁在承认与执行仲裁裁决方面面临更大的挑战,这些挑战集中表现为电子商务仲裁协议(条款)的书面形式问题以及网上仲裁地的确定问题.我国在承认与执行电子商务仲裁裁决时,应该将电子仲裁协议(条款)视为书面形式;应该以当事人意思自治原则为主,以最密切联系原则为补充的方法确定网上仲裁地;亦应按照<承认及执行外国仲裁裁决公约>在电子商务仲裁中对非国内仲裁裁决予以承认与执行.     

新时期按劳分配制度之我见

现阶段我国深化分配制度改革，理顺分配关系，关键在于正确认识收入差距并恰当处理效率与公平的关系，升华按劳分配的实现模式，使我国分配制度更加科学合理，更加完善。     

The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development

Relationship maintenance (customer retention and exclusivity) and development (increased service usage and cross-buying) are top priorities in Customer Relationship Management. This paper examines how service companies can effectively influence customer patronage behaviors by leveraging overall customer satisfaction, trust and relationship commitment. Using a longitudinal design over a two-year period, we merge survey metrics with actual patronage behaviors taken from a bank’s database. We show that relationship commitment just enhances retention and exclusivity while trust directly influences service usage and cross-buying. As a consequence, trust appears to be highly critical for service relationship development and company profits. Furthermore, trust and relationship commitment mediate the entire impact of satisfaction which appears as a necessary but not sufficient condition for relationship maintenance and development. Satisfaction, and more generally service evaluations, must be efficiently converted into trust and relationship commitment before providing business results. Finally, we establish the temporal antecedence and the predictive power of trust and relationship commitment. Relationship commitment in year t predicts the number of service providers in year t + 1 (exclusivity vs. polygamy), while trust in year t predicts the number of bank products (cross-buying) as well as the service usage level in year t + 1. We then discuss managerial implications for customer relationship maintenance and development.     

The structure of reseller goals and performance in marketing channels

The typical view of a marketing channel is that of a manufacturer-designed and-controlled distribution system. However, today, marketing functions, as well as market power, are more evenly distributed in the channel. In organizing and managing the modern channel, it is important to understand the business circumstances and priorities confronting channel members. This article studies how reseller firms establish their goal hierarchies and how these goals are related to performance. It hypothesizes that goal priorities emerge in relation to the environmental imperatives faced by the firm. The article develops hypotheses that are tested on survey data collected from a sample of franchisee firms, using structural equation models. The results support all the hypotheses about the effects of primary goals on performance. The effects of secondary goals are not unequivocal but informative nevertheless. Overall, the study points to interesting theoretical and managerial conclusions. Ravi S. Achrol (raachrol@mail.wvu.edu) (Ph.D., Northwestern University) is the Kmart Professor of Marketing in the College of Business & Economics at West Virginia University. Previously, he has served on the faculties of the George Washington University and the University of Notre Dame. His areas of research interest include distribution channels, marketing strategy, interorganizational relations, and network organization. His articles have appeared in theJournal of the Academy of Marketing Science, theJournal of Marketing, theJournal of Marketing Research, theJournal of Public Policy and Marketing, theJournal of Retailing, Social Science Research, theJournal of Business Strategy, and various other publications. Michael J. Etzel (michael.j.etzel.1@nd.edu) (DBA, University of Colorado) is a professor of marketing at the University of Notre Dame. He has previously served on the faculties of the University of Kentucky and Utah State University. His areas of research include marketing management and strategy, retailing, and buyer behavior. In 1996–1997, he served as chair of the Board of the American Marketing Association. His research has appeared in a variety of publications, most notably theJournal of Marketing Research, theJournal of Marketing, theJournal of Consumer Research, and theJournal of Retailing.     

嘉兴市开展两分两换试点工作的实践与探索

以嘉兴市13个试点镇为例,介绍了＂两分两换＂试点工作的具体做法,总结了开展此项工作以来取得的七大成绩。同时指出,当前试点工作中主要存在着土地利用总体规划亟待修改、宅基地置换住房周期过长、前期需要投入大量资金、承包地流转价格脱离市场和离地农民就业困难等问题,并提出有针对性的对策措施：第一,加快新一轮规划的编制与管理;第二,建立全市性资金运作体系;第三,培养农业规模化经营实体;第四,争取上级土管部门的政策倾斜;第五,加大对离地农民的就业扶持等。     

Service firms and customer loyalty programs: a regulatory fit perspective of reward preferences in a health club setting

In this paper, we examine the impact of various configurations of regulatory fit on the attitudes, exercise intentions and actual behavior of members of a health club loyalty program. Regulatory fit is conceptualized as both the match between types of program rewards and how they are communicated, as well as the congruence between reward types and regulatory focus as a stable, individual disposition. In two experimental designs, non-point reward programs offering a short-term cash bonus were used. The results of Study 1 suggest that regulatory fit has a positive impact on perceived value, exercise intentions and exercise intensity, but not on visit frequency. Analysis of repeated behavioral measures further reveals that regulatory fit has a stronger impact on exercise intensity over time relative to nonfit. Study 2 also confirms the predictive power of regulatory fit over nonfit when conceptualized as the match between reward type and trait regulatory focus.     

Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs

As customer-organization relationships deepen, consumers increase their expertise in the firm’s product line and industry and develop increased switching costs. This study investigates the effects of customer investment expertise and perceived switching costs on the relationships between technical and functional service quality and customer loyalty. Technical service quality is hypothesized to be a more important determinant of customer loyalty than functional service quality as expertise increases. Both technical and functional service quality are hypothesized to have a reduced relationship with customer loyalty as perceived switching costs increase. Three-way interactions between the main effects of service quality, customer expertise, and perceived switching costs yield additional insight into the change in relative importance of technical and functional service quality in customers’ decision to be loyal. Six of eight hypotheses receive support. Implications are discussed for customer relationship management over the relationship life cycle. Simon J. Bell (s.bell@jims.cam.ac.uk; Ph.D., University of Melbourne) is a university lecturer in marketing at the Judge Institute of Management, the business school of the University of Cambridge. His research has appeared in theJournal of the Academy of Marketing Science, the Journal of Retailing, theJournal of Business Research, Industrial Marketing Management, andMarketing Theory, among others. His.areas of research interest include organizational learning, sales force management and internal marketing, services and relationship marketing, and corporate social responsibility. Seigyoung Auh (sauh@brocku.ca; Ph.D., University of Michigan) is an assistant professor of marketing at Brock University, Ontario, Canada. His research has been published in theJournal of Economic Psychology, theJournal of Business to Business Marketing, theJournal of Services Marketing, theJournal of Marketing Management, Industrial Marketing Management, and others. His research interests are in application of a resource-based view to marketing strategy, top management team diversity and marketing strategy, customer orientation (customer satisfaction) and loyalty, interface between marketing and entrepreneurship, and services and relationship marketing. Karen Smalley (B.Comm. Hons, University of Melbourne) is an honors graduate in marketing at the University of Melbourne.     

Gratitude works: its impact and the mediating role of affective commitment in driving positive outcomes

After studying the effects of Louisiana’s post-hurricane “thank you” campaigns, the researchers find expressions of gratitude significantly improve perceptions of Louisiana in the midst of its recovery. Through a national survey conducted November 2006, they find that those who saw or heard a thank you advertisement have more positive attitudes toward the state and its people, a greater willingness to pay a premium for its products, services and travel to the state, and spread positive word-of-mouth, thus justifying the use of public funds to support the campaign. The authors investigate the role of participation on the effectiveness of expressions of gratitude and identify the mediating role of affective commitment in driving the positive results attributed to expressions of gratitude.     

会计目标的两大流派及其对会计计量的影响

会计目标在会计系统中居于最高层次,会计计量是会计目标实现的重要环节, 因此, 对会计目标的不同认识必然影响到对会计计量的认识。目前, 在对会计目标的认识上,存在着决策有用学派和受托责任学派。本文在分析了两大学派对会计目标的不同认识及对会计计量的影响后, 联系我国实际, 指出应当以“报告受托责任”这一目标来指导我国的会计计量     

从产品供应链管理走向信息化的价值网络管理:双案例研究

近年来产品供应链管理得到了广泛的关注,而产品供应链强调的是产品从供应商到分销商乃至最终客户的流程活动,基于此很多供应链信息技术的运用都是支持这一活动过程的,然而,随着经济全球化以及市场变化的加剧,使得企业越来越从产品供应链转向信息化为基础的价值网络。通过安吉物流以及苏宁电器的供应链信息化运作为研究对象,揭示了新时代价值网络管理的特征以及组织方式。指出价值网络管理的运行不仅是供需之间的产品经营和信息的协同,更是计划、知识、流程和投资行为的协同化,此外在组织方式上,则是以服务为中心、供需互动为手段、链式、辐射式、星座式创新为基础的综合管理体系。     

企业边界与产业组织的动态演化——基于企业边界二元分析范式的综合解释

对企业边界的主流研究存在着运用交易费用理论和企业能力理论的两大范式,但均有其局限性,即停留在短期的静态分析和局限于企业层面。本文在这两大范式的基础上,把短期、静态分析推进到长期、动态分析,并着力从产业层面揭示企业边界的动态演进机制,试图实现企业边界二元范式的新综合。二元范式的综合解释说明,交易费用与企业能力,企业边界与产业边界之间是一种共同演化关系。     

跨国公司对中国经济的影响及对策

随着贸易和投资自由化及各国开放程度的提高,近年来跨国公司正处在迅速发展时期.就我国而言,跨国公司纷纷进驻中国,对我国经济的发展起到了积极的促进作用,但同时也可能给我们的经济带来负面的影响.对此,我们应制定和采取正确的应对措施,积极参与其中,化解风险,扬长避短,提高自身竞争力.