Consumer shopping value, satisfaction and loyalty in discount retailing

To date, few researchers have conducted comprehensive examinations of the relationships between consumer shopping value, satisfaction and loyalty in retailing. Further, the majority of extant research has been limited to upscale retail sectors where the role of the salesperson is crucial and long-term relationships are common. In order to extend the findings of previous research to additional retail sectors, the current study investigates the complex interrelationships between utilitarian and hedonic shopping value and important retail outcomes for discount retailers. Utilitarian and hedonic shopping value are found to influence key outcome variables including satisfaction, loyalty, word of mouth communication and share of purchases in the highly competitive discount retail sector.     

个性化服务在烟草行业的应用

随着市场经济的飞速发展，市场的经营方式及理念需要迈上新的台阶。如果在经济变革的新时代，我们还在原地踏步，仅仅利用传统的经营方式和理念来运作市场，那么我们得到的结果只有二个——淘汰。为此，本文结合烟草行业中个客户经理的实际工作，来探求如何客户经理如何做好个性化服务及客户分析，以提高客户的满意度。     

关于提高员工满意度问题的思考

当今,企业管理已从单纯提高工作效率或实现利润最大化转向深层次的方面,比如提高幸福指数、工作满意度等.员工作为企业最宝贵的战略性资产,其满意度的高低决定了工作效率的高低和工作质量的好坏,进而影响着企业的生存与发展.因此,现代企业管理必须坚持以人为本,坚持可持续发展的经营理念,不断增强员工对工作的积极性和满意度,从而提升企业生产和管理水平,增强企业核心竞争力.同时,我认为提高员工满意度不单纯只是管理者、领导者的行为,作为一个社会人、一个企业的有效组成部分的员工本身,也应采取必要的措施进行自我调节,来提升自己的满意程度,这一点是十分必要的.     

关于经济增长与不平等的综合评价——满意度、熵与社会福利

本文试图探讨关于经济增长与不平等的综合社会福利评价体系.建立社会福利评价体系一般面临两个困难:找出合理的社会福利函数和关于收入的个人效用函数.为此,本文把效用函数和社会福利函数标准化为满意度函数,并证明了,唯一满足齐次性和对称性的社会福利函数是个人满意度的几何平均,不存在常弹性或常相对风险规避的个人满意度函数,常二阶弹性的个人满意度函数意味着效用的收入弹性递减.以地区收入分配为例,计算结果显示我国地区不平等有长期增加趋势,若综合考虑收入增长与不平等,我国的社会福利水平有稍微上升的趋势.     

差错汇报是福是祸?员工差错汇报的多重后效探究

犯错在工作中并不鲜见。在犯错之后,员工常担心揭露自我差错会带来消极影响,从而更倾向于掩盖差错。但是,汇报自我差错是否一定带来消极影响呢?本研究构建了差错汇报的多重后效模型,从三个方面分析差错汇报的影响效果。具体地,本研究提出差错汇报可以通过降低员工的反刍和焦虑感,从而提升工作满意度;差错汇报虽然会降低领导对下属的能力评价,从而降低领导信任,但差错汇报同样会提高领导对下属的正直评价,进而提高领导信任;差错汇报还可以提高成员反思,促进团队反思氛围建立,进而提升团队任务绩效和团队创造力。差错严重性反映了所犯差错可能带来的后果,会作为重要的边界条件进一步影响上述关系。通过对差错汇报多重后效模型的构建,本研究有助于形成对个体差错汇报影响效果的系统把握,也为员工在工作中出现差错后的应对方式提供参考。     

企业教练功能对员工满意度和离职倾向的影响研究

企业教练是一项提升个体绩效的重要管理技术。通过对340名企业管理者的问卷调查,探索了企业教练的四项功能：自我意识启发、心理支持、职业发展和角色规范。在此基础上进一步研究发现了自我意识启发、心理支持和职业发展能够提升员工的工作满意度,心理支持和职业发展能够降低员工的离职倾向。研究结果表明了开展企业教练活动的必要性。     

在沪外国人对上海移动通讯服务满意度研究

上海要建设成为国际经济、金融、贸易、航运中心,要建设成为国际大都市,外籍人士的比例会越来越高。然而,上海的移动通信服务企业几乎还没有专门针对外国人提供特色服务。本文总结了影响顾客满意度的主要方面,研究了移动通信服务中显著影响在沪外籍顾客满意度的关键因素,并对上海的移动通讯企业提出了相关建议。     

The competitive impact of service process improvement: Examining customers’ waiting experiences in retail markets

In this paper, we investigate the impact of a service process improvement in front-end retail operations on the waiting experiences of shared customers, that is, those customers who patronize a retailer as well as its competitors. Our findings from two studies—a field study and a controlled laboratory experiment—suggest that while customers’ waiting time perceptions are independent across competing firms, their waiting time satisfaction is interdependent. As a result, the impact of a retailer's service improvement initiative that reduces waiting times is not merely local to the retailer but propagates to its competitors through its shared customers. Specifically, such an improvement not only raises shared customers’ satisfaction with the focal retailer, it also concurrently lowers their satisfaction with the retailer's competitors. By implication, current approaches that assess the impact of a service process improvement by just measuring the difference in customer satisfaction before and after the improvement may be underestimating the true impact of such improvements.     

Identity,Ethnicity and Gender: Using Narratives to Understand their Meaning in Retail Shopping Encounters

This paper examines the ways in which two women (Sweetie and Desiree) experience a dissatisfying retail encounter. Citing data derived from memory-work methodology, we illustrate how stories can be used to gain a detailed insight into the complexity of consumption experiences and give voice to women consumers. By allowing women to write about, and critically reflect on their experiences, we show how consumers attach meaning to retail encounters and how we, as researchers can offer alternative interpretations of consumer behavior to those commonly reported in the literature. In this paper we use memories of "nasty" retail encounters to illustrate how social constructs related to identity, such as ethnicity and gender, have meaning in shopping experiences. Because of the new understandings possible via this method, we argue for using reflexivity in our research and analyses informed by feminism.     

Channel relationship factors in cross-cultural contexts: Antecedents of satisfaction in a retail setting

Recent meta-analyses of the channels relationship literature show gaps in the research. The current study seeks to fill several of those gaps by examining the effect of cultural characteristics on relational constructs in retail buyer-supplier settings in the U.S. and Japan. The study also investigates the under-researched construct of conflict, and the role conflict plays in mediating relationship satisfaction. Results of the analysis of structural equation models indicate that for the antecedents of conflict, little differences exist between cultures. However, differences in how those antecedents affect conflict and conflict's role as a mediator are elucidated.