On the value relevance of customer satisfaction. Multiple drivers and multiple markets

Existing research implicitly assumes that all factors known to influence customer satisfaction are likewise important for investor behavior. However, if investors do not equally value activities targeting different satisfaction drivers, managers focusing on short-term stock returns might over- or under-emphasize certain satisfaction drivers to the detriment of the long-term success of the firm. Therefore, we extend prior research on the value relevance of customer satisfaction by assessing the relationship between the dynamics of key satisfaction drivers and contemporaneous risk-adjusted stock returns. Moreover, we compare three major markets using a dataset covering nearly the entire set of car brands sold between 2004 and 2008. Our results show that investors react to information related to perceived product quality, whereas, surprisingly, the cost of ownership and dealer service quality are unimportant despite the importance attributed to them in consumer research. Furthermore, we observe that information concerning the U.S. market dominates that of the UK and German markets.     

长三角地区居家养老的现状、问题及对策研究——以嘉兴市为例

通过实证分析法说明,嘉兴市是长三角地区人口老龄化程度较高的城市之一,居家养老是养老服务的基本模式。目前居家养老存在小区养老服务设施缺乏、社区主动性不够、社区医院医疗器械和药品不全、家政服务尚未有组织地开展等问题。要区分不同老年人提供针对性服务;提供功能齐全的居家养老服务站及小区露天服务设施;要加强社区医院医生的主动性,提高老年人大病医疗费报销比例;支持成立为养老服务的家政服务企业,推广服务银行模式,丰富精神文化生活。     

新时期高职院校图书馆服务的思考

随着我国经济和科技的发展,对高素质实用型、技术型人才的需求日益增加。为了培养具有实际操作技能和创新能力的高技术型人才。近年来,高等职业技术教育得以蓬勃发展。作为高职院校重要组成部分的图书馆,应如何面对困难,练好内功,为高职院校的教学、科研提供良好贴身的服务,以保障高职院校的长期稳定和发展。     

Bundle evaluation in different market segments: The effects of discount framing and buyers’ preference heterogeneity

Heterogeneity of buyers’ preferences has played a significant role in the earlier economic analyses of bundling and continues to be important in the recent investigations initiated by marketing and consumer researchers. Guided by a decision-framing conceptualization, this study suggests that in a market characterized by heterogeneous preferences for items included in a bundle offer, buyers’ bundle evaluations may vary significantly depending on which item is featured as the price leader (i.e., the discounted item). When two unequally preferred items were evaluated for purchase as a set, bundle evaluation was more enhanced when the price leader was also the more preferred item. Thus, under such preference conditions, bundle evaluation may be quite sensitive to the choice of the price leader. Besides highlighting the importance of incorporating psychological considerations in bundling research, the results of this study also raise questions about the validity of a key assumption made in the extant analyses of bundling strategies. Specifically, perceived savings on one item may not always transfer readily to other items included in a bundle offer. He received his Ph.D. in marketing from Virginia Polytechnic Institute and State University. His research interests include price perception, pricing strategy, price bundling, and decision making. His research has been published in theJournal of Consumer Research, Journal of Marketing Research, andReview of Marketing. He is a member of the editorial advisory board ofPricing Strategy & Practice.     

河北省新型农村合作医疗制度运行研究

文章分析了河北省新型农村合作医疗制度的运行情况,从参合率角度得出,河北省新型农村合作医疗制度总体上运行良好。并根据确定性等值和风险升水理论,提出对于风险规避的消费者来说投保于合作医疗保险是存在保险利益的,从需求方面证明了新型农村合作医疗制度存在的必要性和合理性;根据信息经济学理论,提出由于信息不完全问题引起的逆向选择和道德风险会导致基本医疗保险市场失灵,从供给方面证明了国家干预合作医疗的必要性和合理性。     

Toward a theory of repeat purchase drivers for consumer services

The marketing discipline’s knowledge about the drivers of service customers’ repeat purchase behavior is highly fragmented. This research attempts to overcome that fragmented state of knowledge by making major advances toward a theory of repeat purchase drivers for consumer services. Drawing on means–end theory, the authors develop a hierarchical classification scheme that organizes repeat purchase drivers into an integrative and comprehensive framework. They then identify drivers on the basis of 188 face-to-face laddering interviews in two countries (USA and Germany) and assess the drivers’ importance and interrelations through a national probability sample survey of 618 service customers. In addition to presenting an exhaustive and coherent set of hierarchical repeat-purchase drivers, the authors provide theoretical explanations for how and why drivers relate to one another and to repeat purchase behavior. This research also tests the boundary conditions of the proposed framework by accounting for different service types. In addition to its theoretical contribution, the framework provides companies with specific information about how to manage long-term customer relationships successfully.

Examining collaborative supply chain service technologies: a study of intensity,relationships, and resources

Technology has the ability to heavily influence marketing and supply chain theory and practice. This research incorporates a two-study approach to examine the impact of collaborative supply chain technologies on retailer logistics service and financial performance, and ultimately on the overall performance of the partnership. In this study we discover dynamic interactions between collaborative technology categories, relationship quality, resource complementarity, and performance. The results support the importance of collaborative technologies, the role of different degrees of partnering, and the need for a better understanding of firm and partner performance. Ultimately, this study creates a foundation for future research across the domains of marketing and supply chain management incorporating the resource based view of technology and service-dominant logic.     

中国与其他“金砖国家”的价值链互补性研究

通过计算中国与其他"金砖国家"在彼此制造业价值链中的增加值分布,构建并测算价值链互补指数,从而研究它们的价值链互补性。研究表明,中国与其他"金砖国家"绝大多数制造业价值链的多数环节互补性较强,它们的价值链分工有向高端化发展的趋势。其他"金砖国家"与中国制造业价值链的互补性相对较弱,且主要体现在资源产品及服务环节。其中,印度与中国制造业价值链的互补性相对较强。中国与其他"金砖国家"基本具备了构建区域价值链的条件,中国在其中能够发挥主导性作用。因此,中国应通过建立"金砖国家"长效合作机制,创新并深化"金砖国家"产业合作领域,与其他"金砖国家"联合布局建立产业价值链的区域协同机制,加大对其他"金砖国家"的投资等方式,构建自主型价值链。     

The role of climate: implications for service employee engagement and customer service performance

This research attempts to challenge the resource–engagement and engagement–performance linkage of the job demands–resources model by testing these links under the moderating role of two climates: performance-focused and service failure recovery. Two studies test a model on the boundary conditions of the linkages across four service industries. The results suggest that whether a resource (i.e., self-efficacy and job autonomy) positively or negatively affects engagement depends on whether (1) a climate is appraised as a challenge or hindrance demand and (2) a climate is deemed a complementary or compensatory resource. Using multi-respondent data from customer service employees and their supervisors in the health care industry, Study 1 conceptualizes climate as organizational climate and finds that performance-focused climate strengthens (weakens) the positive effect of self-efficacy (job autonomy) on engagement while service failure recovery climate weakens the positive impact of self-efficacy on engagement. Study 2 generalizes the findings from Study 1 and provides broad support by testing the model using psychological climate in the financial services, tourism and hospitality, and retailing industries. This study closes with a configuration approach to climate research by discussing when multiple climates can co-exist under different types of resources.     

三峡库区小城镇基本公共服务设施分布特征研究——以三峡库区重庆段385个小城镇为样本

以三峡库区重庆段385个小城镇为研究样本,采用熵值法和变异系数测度其基本公共服务设施水平及均等化程度,结果表明：三峡库区小城镇基本公共服务设施总体水平偏低,且区域分化及均等化程度差异显著。库尾区小城镇基本公共服务设施水平和均等化程度都明显优于库腹区;人口规模较小的小城镇基本公共服务设施水平大多较低;以旅游业为主导产业的小城镇基本公共服务设施水平最高,其次为工矿产业,然后是农业和商贸服务业;小城镇基本公共服务设施水平具有显著的空间自相关性,聚集现象明显,并在库尾区、库腹西区和库腹东区呈现出三级类聚分化特征。应将三峡库区小城镇及其基本公共服务设施建设纳入重庆市城镇体系大格局,并赋予其“固本强基”的地位,以旅游业发展带动基本公共服务设施建设,以生态特色产业发展推动基本公共服务设施水平提高,以集聚发展提高基本公共服务设施使用效益,以生态环境和基础设施类公共服务设施建设为重点推进基本公共服务设施均等化。     

Children's responses to TV advertising: Product versus premium orientation

Attention has focused on a call for a ban on premium offers in children's television ads. Key considerations for proposing a ban was reflected in the FTC's statements regarding the confusion and difficulties of choice when the injection of a premium becomes the selling point rather than product merit. The sparsity of previous research in this area led to this exploration of television advertising viewing of different commercial content as it affects the “consumer learning process” of a child. This basically involves a continuum of learning, from the simplest recall of specific marketing-oriented elements such as identification of product or sponsor to the more complex level of understanding the use or value of a particular product or service. Trends noted in this study give additional insight to the marketing practitioner concerning the types of elements a child can assimilate and to the child's understanding of the message.     

关于城市社区管理模式改革的几点设想

城市社区管理模式改革的基本条件已具备;城市社区管理模式改革应适当扩大社区规模,在“自治”原则下,理顺关系,建立起科学的管理与服务体系,并建设一支专业化的城市社区管理队伍。     

基于顾客网络评价的高星级酒店服务质量研究——以南京市五星级酒店为例

论文选取携程网的顾客评价数据,运用单层次模糊综合评判方法,对南京市14家五星级酒店的服务质量逐一进行评价。评价结果显示,4家酒店服务质量评价为＂较好＂,其他酒店服务质量评价均为＂非常好＂,这表明南京市五星级酒店的总体服务质量较好。论文同时分析了五星级酒店服务质量存在的问题,发现问题主要存在于客房、服务、餐饮和总体设施等方面。文末提出了酒店服务质量的改进建议。     

SERVQUAL量表在旅行社服务质量研究中的应用

以Parasuram an等3位学者提出的服务质量模式和SERVQUAL量表为基础,对广东四大旅行社的服务质量进行了问卷调查。调查结果说明顾客对旅行社的服务质量普遍不满意,顾客对旅行社提供的服务在安全性和可靠性上期望值更高,不同年龄层的顾客对服务有不同的需求和期望。还根据结果指出了旅行社改进和提升服务质量的方向,并指出了本研究的局限性和今后的研究方向。     

Consumer preference for product bundles: The role of reduced search costs

Most prior research on bundling from a consumer perspective has focused on how bundles are processed, particularly from a prospect theory or mental accounting perspective. In contrast, relatively little research has examined the factors that might drive consumer preference for bundles versus individual items. This article addresses one such factor: the potential to reduce search and assembly costs. Through exploratory interviews and two laboratory experiments, the authors show that preference for a bundle is greater when bundle choice will reduce search effort than when it will not, particularly among consumers who are less motivated to process information. Judy Harris (JLHarris@Towson.edu) is an assistant professor in the Department of Marketing and e-Business, College of Business and Economics, Towson University. She received her doctorate from the University of Houston. Her work has been published in theJournal of the Academy of Marketing Science, theJournal of Retailing, the Journal of Advertising Research, theJournal of Consumer Research, the Journal of Applied Social Psychology, Psychology & Marketing, and other publications. Edward A. Blair (blair@uh.edu) is a professor and chair of the Department of Marketing and Entrepreneurship, Bauer College of Business, University of Houston. He is the author of several books, along with numerous articles in such journals as theJournal of Marketing, the Journal of Marketing Research, theJournal of Consumer Research, Public Opinion Quarterly, and others. He has served on the editorial boards of theJournal of Marketing Research, theJournal of the Academy of Marketing Science, and theJournal of Business Research.     

基于多维多层服务质量模型的景区游客态度与行为研究——以韶山景区为例

旅游景区作为开展旅游活动的主要空间场所,其获取可持续发展竞争优势的关键是提供高质量的服务。以韶山旅游景区为例,探讨旅游景区的服务质量要素及其对游客满意和行为意向的影响。实证结果发现：旅游景区服务质量各要素对游客满意与游客行为意向均有显著的正向影响,景区管理者应加强对景区服务质量的管理,以取得景区的可持续发展。     

劳动合同服务期之探讨

劳动合同服务期不同于一般的劳动合同期限,两者在适用前提以及违约后果等方面都存在一定区别。服务期规定的出台体现了《劳动合同法》平衡劳动关系双方当事人权利义务的立法理念,适应了不同人群的需要,但服务期条款也存在规定不甚具体、内容不甚明确的缺陷,因而需对其作进一步探讨,厘清相关问题,以发挥服务期条款的应有作用。     

服务质量差异化条件下的双边市场定价策略研究

双边市场中的平台可以提供有质量差异的多种服务,原来的双边市场文献考虑了平台提供单种服务的定价策略等,本文研究了垄断和竞争情况下提供两种服务的平台的定价策略,研究发现垄断平台先提供高质量后提供低质量服务时高质量服务定价最高,并且平台利润相对于平台同时提供质量差异服务时要高。在一个提供高质量服务的平台和一个低质量服务的平台的竞争中,研究发现高服务质量平台倾向于提高服务质量,而在一定条件下低服务质量平台愿意将服务质量维持在一个比较低的水平上。本文接着研究了提供质量差异服务的在位平台和提供单种服务的进入平台的“在位进入”的情况,研究表明两边用户之间的网络外部性强度、服务质量参数在对于进入平台利润的影响中均存在拐点,在拐点两边对于平台利润的影响是相反的,用户中的高端和低端用户的比例对于进入平台选择何种质量标准的影响重大。     

Service quality, profitability, and the economic worth of customers: What we know and what we need to learn

In the past, expenditures on quality have not been explicitly linked to profits because costs and savings were the only variables on which information was available. More recently, evidence about the profit consequences of service quality stemming from other sources has been found. This article synthesizes recent evidence and identifies relationships between service quality and profits that have been and need to be examined. The article views the literature in six categories: (1) direct effects of service quality on profits; (2) offensive effects; (3) defensive effects; (4) the link between perceived service quality and purchase intentions; (5) customer and segment profitability; and (6) key service drivers of service quality, customer retention, and profitability. In each category, the author identifies what is known and then suggests an agenda of relationships needing validation and questions needing answers. The article is organized around a conceptual framework linking the six topics. Valarie A. Zeithaml is Professor, Area Chair of Marketing and Sarah Graham Kenan Distinguished Scholar at the Kenan-Flagler Flagler Business School of the University of North Carolina, Chapel Hill. She obtained an MBA and doctorate from the University of Maryland and has devoted the past 20 years to researching and teaching the topics of service quality and services management. She has won numerous teaching and research awards, including the Ferber Award from theJournal of Consumer Research, the Maynard Award from theJournal of Marketing, the Jagdish Sheth Award from theJournal of the Academy of Marketing Science, and the O'Dell Award from theJournal of Marketing Research.