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1.
    
This study examined how customers perceived and classified a set of 12 self-service technologies (SSTs) based on multidimensional scaling. The authors describe first, how the classifications developed by Lovelock are perceived by consumers and then, how the individual SSTs map onto those classifications. Results of the study show that 67% of the variance in classification is explained by two dimensions of customization/standardization and separability/inseparability. The authors also propose a typology for the SSTs based on their groupings in the classification framework. The authors discuss the managerial implications of the findings and suggest directions for future academic research.  相似文献   

2.
    
This article investigates the ownership-control relationship among China international joint ventures in the hotel industry. The findings indicate that equity ownership by foreign partners strongly affects their control over staffing and strategic management activities. This relationship is robust among hotels of different size and star ratings. However, these relationships, though they are not as strong as suggested, can be mediated by country effect. Foreign partners from Hong Kong, Singapore and Japan tend to acquire higher level of ownership and control on joint venture hotels in China, whereas foreign partners from the United States, Canada, and Europe are not.  相似文献   

3.
    
This study examines service failure and recovery in using technology-based self-service (TBSS) systems to determine the effects of a variety of relevant factors on negative customer/user attributions to the service provider, to employees who try to help in recovery, and to the technology itself, as well as the effects on customer/user satisfaction with the failure/recovery experience. The findings show that immediate recovery of TBSS failures reduces negative attributions and increases customer/user satisfaction with the experience, as does a low-anxiety environment around the kiosk. Technology error (as opposed to user error) decreases user satisfaction. Employee assistance decreases negative attributions to the employee but increases negative attribution to the technology. Some interactions were found among the experimental factors that are also meaningful.  相似文献   

4.
This article presents a survey and an analysis of the academic literature on relationship lending to small and mid-sized enterprises (SMEs). It is noted herein that relationship lending depends on soft (non-quantifiable) information, while other “lending technologies” depend on hard (quantifiable) information. Based on relative benefits and costs, relationship lending may be best suited for some types of SMEs, with alternate lending technologies better matched to others. Also discussed in this article are some interesting managerial and public policy issues. On the bank management dimension, relationship lending may create a special challenge for risk managers. On the public policy dimension, evidence suggests that relationship lending may be better delivered by smaller community banks; banking industry consolidation could, however, threaten the presence of such providers. Counter-intuitively, it is possible that banking industry competition may not be the best environment for relationship lending. Finally, this article highlights potentially interesting differences in the relative importance of relationship lending and the other lending technologies across countries with different financial architectures, and examines a potentially powerful link between relationship lending and monetary policy and other monetary shocks.  相似文献   

5.
    
Technical reliability of self-service technologies (SSTs) has been found to be a strong determinant of satisfaction with tech-enabled services. Yet, the interpretation of the factors affecting reliability and its subsequent influences on customer satisfaction (CS) with SSTs is inadequate. The purpose of this investigation has, therefore, been to demarcate a model to fulfill the gap with an empirical examination, and accordingly a model was developed and tested by applying a global structural equation model. The model results of banking SST users specify how the reliability of SSTs is perceived by the users. The findings have reported that the best predictor of perceived reliability (PRe) is perceived security followed by perceived control. Surprisingly, no significant impact of perceived ease of use was found on PRe. The research also attempted to shed light on the influence of PRe on perceived risk, technology trust, and CS in the light of technology-enabled self-service.  相似文献   

6.
资产价格波动与银行系统稳定   总被引:3,自引:0,他引:3  
本文主要研究资产价格波动与银行系统稳定之间的关系.有关金融危机的理论研究表明,资产价格波动与银行脆弱性之间存在很强的相关性.资产价格波动主要通过信贷风险渠道、市场风险渠道、经纪业务收入渠道、为附属机构注资的风险渠道及"第二回合"渠道等传导渠道,影响到银行系统的稳定.发生在斯堪的纳维亚和日本的银行危机证明,资产价格剧烈波动确实会造成严重的银行问题,因此为维持银行系统的稳定,监管当局应该密切关注资产价格可能出现的剧烈下跌对银行部门可能产生的风险,并以相应的方法应对.  相似文献   

7.
    
This paper explores the potential negative side-effects of the sustainability movement in societies with large segments of materialistic consumers. Across three studies, there is evidence that a conflict between materialistic and green value profiles can arise in consumers. When it arises, it seems to be related to diminished well-being. Study 1 shows that consumers with a higher value conflict (VC) experienced higher levels of stress. Consumers with higher degrees of stress then reported lower satisfaction with life. Study 2 reveals the underlying process by which this value conflict affects well-being. The results suggest that the value conflict is related to a reduced clarity of consumers’ self-concept (SCC), which in turn is related to increased levels of stress and a lower satisfaction with life. Results of Study 3 show that preference for consistency (PfC) serves as a boundary condition to this effect. The negative effect of VC on SCC is most pronounced among consumers high in PfC, while low PfC consumers seem to suffer less from the negative consequences of a conflict between green and materialistic values. Conceptual and public-policy implications of these results are discussed.  相似文献   

8.
This study examines whether depositors benefit from bank mergers Specifically, do horizontal retail bank mergers influence the availability and interest rates of deposit services? This examination is important, as the effect of mergers on customers is a primary merger assessment criterion in the European Union and the United States. The research question is addressed by considering 57 UK banking mergers over the period 1989–2008. It is reported that different deposit services and deposits of different values face statistically insignificant levels of interest-rate change after mergers. The availability of notice deposit services for low and high levels of investment are reduced after mergers and are largely unchanged for other deposit services. It is concluded that UK depositors benefit little from bank mergers, and different types of depositor face differences in the availability of deposit services after mergers.  相似文献   

9.
Banking is an international business; both information and capital flow relatively unimpeded across international borders. Banking institutions’ information stores have increased dramatically with the spread of computers, and these institutions protect data inside their firewalls from outside eyes, and from disaster, through establishing multiple secure data repositories. However, access to banks’ databases is increasingly sought by governments and governance institutions, and restrictions are tightening on moving data across borders. Probably the most prominent example of both trends involves European Union–domiciled cross-border banking business. A key legal reason for resulting issues hinges on differing views of privacy rights: the European Union enshrines privacy as a human right, while the United States empowers rights of free speech over privacy. These differing approaches to privacy rights have caused a cross-Atlantic conflict for global banks. Caught between competing, conflicting regulations, banks’ capacity to move information and to comply with governments’ demands for it have become restricted. This restriction is happening as governments seek increased access to banks’ information for purposes of financial information statecraft—the notion that countries can influence other governments’ policies and actions through data.  相似文献   

10.
品牌个性、消费者真实自我与品牌态度   总被引:1,自引:0,他引:1  
基于FCB Grid模型视角,运用实证分析的方法研究品牌个性与消费者真实自我对品牌态度的影响。研究发现,高涉入度/认知型和高涉入度/情感型品牌的品牌个性与真实自我概念一致的群体比不一致的群体具有更高的品牌态度,在此类品牌的塑造上考虑注入品牌个性的五个维度中的"智"和"雅"的个性特征,低涉入度/认知品牌未显示出显著的品牌个性,低涉入度/情感型品牌的一致群体与不一致群体均显示出显著的品牌个性。  相似文献   

11.
    
This study examines how retailers can use self-service technologies (SST) to increase shopper satisfaction. Using a survey of 188 consumers of a new self-service kiosk launch within a convenience-store (c-store) setting, we examine how such retailers might influence shopper's perceptions of value by better involving customers in the service delivery experience. Our proposed model links classic service operations and marketing design insights to the service-dominant logic perspective of service value co-creation. We find that shoppers perceive enhanced value creation from the new SST when they feel comfortable in their roles and the surrounding service design supports those roles.  相似文献   

12.
    
This study develops an integrated causal path analysis, based on both category-based affect theory and the technology acceptance model (TAM), to identify the antecedents of consumers' attitudes toward self-service technologies. Using online stock trading systems as an example (N?=?267), this study employs structural equation modeling to confirm the research structure. The results reveal that consumers' attitudes toward self-service technologies depend on their attitude toward technologies and attitude toward self-services, in support of category-based affect theory. Further, computer self-efficacy and network information literacy positively influence attitude toward technologies, and both perceived ease of use and perceived usefulness positively influence attitude toward self-service technologies, which were proposed in the two theories, were also found. Therefore, this study suggests that integrated attitude model of the category-based affect and TAM can be applied to properly explain the attitude forming toward self-service technologies, and can be fruitful for future research on the diffusion of Internet-based technological systems.  相似文献   

13.
Banking crises and exchange rate regimes: is there a link?   总被引:1,自引:0,他引:1  
This paper investigates the linkages between banking crises and exchange rate regimes, using a comprehensive cross-country dataset for the last two decades. The paper examines whether the choice of exchange rate regime affects the likelihood, cost, and duration of banking crises. Empirical results seem to indicate that adopting a fixed exchange rate diminishes the likelihood of banking crises among developing countries. However, once crises occur, the real costs associated with them appear to be larger in countries with fixed exchange rates. The duration of crises does not seem to be robustly affected by the exchange rate policy.  相似文献   

14.
This paper presents a model whereby banking firms use various strategies (price and non‐price) simultaneously in a monopolistically competitive model of spatial competition when the various strategies are used across different markets in the presence of a multioutput technology. The theoretical model is estimated with Spanish data pertaining to the pre‐ and post‐deregulatory periods in order to investigate the effects of deregulation of both interest rates and branches on the (differential) strategic conduct of private and savings bank.  相似文献   

15.
    
This paper reviews how long-term relationships between firms and banks shape the structure and integration of banking markets worldwide. Bank relationships arise to span informational asymmetries that are endemic in financial markets. Firm-bank relationships not only entail specific benefits and costs for both the engaged firms and banks, but also directly affect the structure of banking markets. In particular, the sunk cost of screening and monitoring activities and the 'informational capital' collected by the incumbent banks may act as a barrier to entry. The intensity of the existing firm-bank relationships will determine the height of this barrier and shape the structure of international banking markets. For example, in Scandinavia where firms maintain few and strong relationships, foreign banks may only be able to enter successfully through mergers and acquisitions. On the other hand, Southern European firms maintain many bank relationships. Therefore, banks may consider entering Southern European banking markets through direct investment.  相似文献   

16.
The Chinese financial system has historically been one of secrecy, distrust, and corruption. The process does not align with the western standards of transparency and auditing. In contrast to the transaction-based business culture of the West, Chinese business society is relationship-based (quanxi), which still seems to play a key role in the credit decision. With the growth of the emerging middle class, access to financial instruments such as credit cards, life insurance, stock purchases, and the like will play a greater role in the life of the Chinese consumer. Based on these forecasts, the authors recommend seven actions to manage financial activities in China, all of which are explored within this article.  相似文献   

17.
作为一种高智能化的银行服务方式,自助银行业务依托现代通讯和计算机技术,延长了银行的有效营业时间,满足了客户随时可能发生的金融服务需求。合理的布局可以弥补银行营业网点的不足,增加业务网点覆盖面。减轻柜员的劳动强度,有效地提高银行的服务效率。加快发展河北省农村信用社自助银行业务不仅是必要的,而且是可行的,并有着广阔的发展前景。  相似文献   

18.
在激烈的市场竞争中 ,健全的薪酬体制是吸引、激励、发展与留住人才最有力的工具。而传统的薪酬设计理念已经不能满足现代高素质员工个性化的需求 ,本文就如何强化薪酬的激励功能 ,如何吸引人才探讨了一种全新的薪酬管理模式———自助式整体薪酬 ,它把薪酬的各项要素有机地整合到一起 ,更突出以人为本的经营理念 ,在企业竞争中显现出了独特的魅力。  相似文献   

19.
This paper seeks to replicate Ross's seminal work on self-concept and brand preference. Self-concept theory posits consumers as having perceptions of their selfs, from which predictions about brand preferences can be made, based on the similarity between consumers' self-perceptions and brands' images. The hypothesis that consumers prefer a brand whose image is more congruent with their self-concept was tested in three product fields and was partly supported. In common with Ross, we found that actual, rather than ideal, self-concept was a better predictor of brand preference for conspicuously consumed products. For the most inconspicuously consumed product, salt, neither actual nor ideal self-concepts were good predictors of brand preference.  相似文献   

20.
    
Service-dominant logic emphasises the customer role as co-creator of value. However, there is little empirical evidence of how customers perceive and experience value co-creation from participation in service co-production. The internet and interactive websites have increased the potential for consumers to engage in co-production through increased self-service which is acknowledged to contribute to consumer empowerment. The paper explores empirically the impact of service co-production via web technology on consumer perceptions of e-empowerment. Findings suggest that e-empowerment is multidimensional comprising empowerment and disempowerment dimensions. The paper makes several contributions to services theory. Variable co-production leads to different types of empowerment/disempowerment. Value-in-use can be perceived as process value and outcome value. The findings challenge the assumption that co-production naturally leads to co-creation of value. Co-production can be a double-edged sword: for some it can be value-enhancing, whereas for others it can be value-destructing. The paper notes several implications for practice.  相似文献   

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