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。     

顾客参与相关文献综述

顾客参与起源于服务营销理论,是服务营销重要的研究对象,通过对顾客参与的内涵以及测量维度进行详细的回顾和梳理,便于更深入研究顾客参与的相关内容。     

顾客能力对顾客参与价值共创的影响研究

在动态的市场环境下,企业逐渐意识到合作创造价值对维持竞争优势的重要性。顾客不再是被动的接收者,而变成企业活动的主要参与者。本文在顾客参与价值共创的基础上,阐述了顾客能力的研究现状以及顾客能力对价值共创的影响,分析了当前顾客参与价值共创存在的问题,以管理顾客能力为基础,提出了解决问题的对策。顾客能力是顾客资源的核心,从顾客的角度出发去了解顾客能力对价值共创的影响机制,一方面为企业更好地管理顾客参与提供借鉴,另一方面则是启发企业与顾客如何有效地利用所掌握的顾客能力更好地进行价值共创。     

基于顾客参与的破坏性创新研究

顾客关系时代已经来临,这是市场经济时代不可逆转的趋势.利用顾客参与这一有效工具来进行破坏性创新,容易树立"以顾客为中心"的观念,能够有针对性地为顾客提供产品或服务,发展和管理客户关系,培养长期的顾客忠诚度.本文简要介绍了破坏创新和顾客参与理论,分析了顾客参与对企业创新的意义,提出了利用顾客参与进行创新的步骤.     

顾客参与创新对顾客公民行为的影响机制研究

顾客参与创新在企业的持续发展和核心竞争力打造中扮演着极为重要的角色.本研究从社会心理学中视角出发,探讨顾客参与创新对顾客公民行为的影响机理.研究发现,顾客参与创新与顾客公民行为存在显著正向关系;顾客融入在顾客参与创新与顾客公民行为之间起部分中介作用;顾客认同在顾客融入影响公民行为的过程中起调节作用;顾客认同度越高的个体...     

网络购物顾客参与对顾客忠诚的影响研究综述

顾客参与是服务营销领域的重要变量,是国内外学者理论和实践研究的焦点,网络顾客的参与行为对于以互联网为媒介的电子商务顾客忠诚度的维系和提高至关重要.本文对网络购物行业顾客参与通过关系质量中介变量对顾客忠诚的影响的文献研究进行综述,期望对于后续相关研究提供坚实的理论基础.     

顾客体验与顾客参与理论的比较分析

顾客体验与顾客参与不可分割,它们相互区别又相互渗透,在理论界与商界备受瞩目。顾客体验与顾客参与出现在经营活动中的不同阶段,影响两者效果的因素有差异,对企业的意义也不尽相同,但另一方面它们又相互交融,联系密切。     

顾客参与共同创造的影响因素研究

共同创造作为一种新型创新模式在现实中也得到了广泛的应用,本文归纳总结了影响顾客参与共同创造的影响因素。     

服务企业顾客参与管理探析

顾客参与的有效管理对于服务企业的实践和顾客本身来说都具有重要的意义.本文首先分析了顾客参与在服务中的重要性,区分了不同程度的顾客参与,最后在此基础上提出了对顾客参与进行有效管理的策略,即确定顾客角色,选择、培训和奖赏顾客以及对顾客相容性的管理.     

顾客参与影响品牌关系质量研究

随着顾客知识的增长及其对独特性需求体验的追求,顾客不仅要求有更大程度的自主性,更把参与过程的主导性体验视为服务体验质量的重要源泉。本文以美发业为研究情境,将顾客心理感知因素作为过程变量,构建顾客参与影响品牌关系质量的研究框架,结果表明顾客参与对顾客感知价值和顾客服务体验均有显著正向影响,而对顾客正面情感的影响则需通过服务体验实现;顾客感知价值、顾客服务体验和顾客正面情感之间均有密切正向关系;顾客感知价值、顾客正面情感均对品牌关系质量有显著正向影响,而服务体验则需通过顾客正面情感和感知价值对品牌关系质量产生作用。     

The shopping list in goal-directed shopping: scale development and validation

This paper aims to develop and validate a shopping list scale in a goal-directed shopping context based on three complementary study phases (and literature review): shopper interviews (exploratory stage to identify the items and dimensions), a pilot study with 162 respondents for scale purification, and a refined questionnaire administered to 213 respondents (to establish reliability, convergent, discriminant and nomological validity). An exploratory factor analysis shows that the items load onto four factors: memory aid, money controller, shopping controller, and deviation controller. We performed confirmatory factor analysis to test the model and check for reliability and validity of the anticipated scale. The model fit and reliability levels are acceptable, as are the convergent and discriminant validities of the scale. The scale is a second-order factor, thus satisfying nomological validity. The shopping list scale should be of interest to researchers and retail managers in exploring factors and outcomes of goal-directed shopper behaviour.     

Self-expressiveness in shopping

Some people experience self-expressiveness in shopping. Self-expressiveness in shopping is defined as the degree to which consumers they think shopping activity is an important part of their self-concept. This paper reports on the testing of a model dealing with antecedents and consequences of self-expressiveness in shopping. Based on eudaimonistic identity theory, we hypothesized that feeling of self-expressiveness in shopping is influenced by consumers' flow experiences in shopping activities, self-realization potential through shopping, and effort expended through shopping. We also hypothesize that self-expressiveness in shopping increases overall life satisfaction, mediated by perceived impact of shopping on life satisfaction. The model was tested using a panel of 5440 shoppers. The results provide good support for the model. Managerial implications are discussed in addition to avenues for future research.     

Deriving performance indicators from models of multipurpose shopping behavior

Multinomial logit models have been widely used for predicting and analyzing spatial shopping behavior of consumers. The models typically used in applied settings do not account for impacts of multipurpose shopping behavior on retail system performance. This study focuses on a recent multipurpose shopping model that has favorable properties for use in applied settings. The purpose of the study is to derive indicators of center performance and travel demands from this model. An application shows how the multipurpose model can be estimated based on survey data and which information can be derived from it. Comparison with a conventional single-purpose shopping model indicates that spatial agglomeration impacts as predicted by the model can have substantial meaning for retail impact studies. Therefore, it is concluded that the more complicated models have the potential of improving information in retail planning and analysis.     

基于购物网站的竞争情报分析

介绍了购物网站的概念、分类标准与发展现状,竞争情报的基本概念与网络环境下的特点。围绕购物网站竞争情报分析活动中对竞争环境、竞争对手与竞争策略的分析进行具体的展开。从电子商务角度讨论企业外部环境和自身内部环境,分析竞争对手的步骤与方法,提出适用于购物网站的竞争策略,目的是为企业掌握竞争环境和提高核心竞争力起一定的指导作用。     

The fluent online shopping experience

Consumers increasingly use various Internet-enabled devices for online shopping; thus, a critical topic for both research and practice is the visual characteristics of the information presented in this medium. This study builds on fluency theory within an environmental psychology framework. Specifically, this research examines how consumers' perceived fluency of the verbal online information affects their perceived cognitive effort and positive affect within a choice context. The experimental results show that (1) perceptual fluency affects both cognitive effort and positive affect experienced during online shopping and (2) cognitive effort and positive affect influence judgments about the perceived decision quality of the choice made. This research is notable in its simultaneous (as opposed to consecutive) examination of the relationship among the three dimensions of processing fluency (perceptual fluency, positive affect, and cognitive effort) and their impact on consumers' choice satisfaction with an online shopping task.     

网购认知与顾客抱怨行为的关系研究

在网络购物过程中,顾客会因各种产品质量问题而感到不满意,从而产生抱怨行为。基于此,文章在网络购物背景下,分析顾客抱怨行为的影响因素,通过层级回归方法,重点探讨网购认知与顾客抱怨行为的关系。研究发现网购认知与顾客抱怨行为倾向之间存在正向关系,网购认知越高,顾客抱怨行为倾向越高。并且网购认知对向卖方抱怨、私下抱怨以及向第三方机构抱怨等三类抱怨行为均存在较大影响。因此电子商务企业应加强顾客抱怨管理,提升顾客满意度。     

网络购物市场税收征管问题研究

随着互联网和电子商务的发展,网络购物市场交易额日渐庞大,并且对传统零售业也开始造成了明显的冲击。对网络购物市场加强税收征管的需求日益迫切。在加强税收征管的过程中,要平衡好为国家减少税收流失和保护电子商务的长远发展这两者之间的关系。     

关于旅游购物发展的研究——以贵州省为例

旅游购物对一国旅游收入的增长具有重要作用,也是发展潜力最大的领域之一。发展旅游购物对于一个国家的旅游经济发展而言至关重要。了解旅游购物的发展规律,总结成功经验,对于希望通过发展旅游购物,带动旅游经济增长的地区和国家而言至关重要。     

An empirical examination of clustering and dispersion within Canadian shopping centers

In this paper, data on the internal compositions of 90 planned regional shopping centers in the five westernmost provinces in Canada are used to examine the locational pattern of stores in shopping centers, to see whether these locations are consistent with exploiting demand externalities and the physical features of the mall. The empirical relevance of so-called “rules of thumb” for locating stores in shopping centers is also assessed. We find that there is clustering of service stores near mall entrances, and clustering of comparison shopping stores near corridor intersections and on the second floor of two-story malls. Clustering tends to occur in the ladies' wear, jewellery/fashion accessory, and unisex clothing store categories, facilitating comparison shopping. Clustering of stores in the service category facilitates multipurpose shopping. A regression analysis indicates that clustering may depend upon the size, age, and type of mall in question. Overall, results are consistent with consumer transportation/shopping costs and demand externalities driving the internal store location strategy of planned regional shopping centers.     

The influence of supermarket attributes on perceived customer satisfaction: an East Asian study

Despite the proliferation of theoretical developments in the area of western consumer behaviour, to date the likelihood of Asian variants to existing consumer behavioural models has not been explored in any detail. Based on prior research in the field of retail attribute testing this empirical study investigates the influence of supermarket store attributes on Chinese (Macau) customer satisfaction moderated by the biographical factors of age and income. The results indicate that the store attributes of distance and speed of check out were significant for age, and that delivery service and price reductions were significant by income. Total independent variable rankings indicated store location, price and product variety were perceived by Chinese respondents as being the most important store attributes influencing satisfaction.