Do reward programs build loyalty for services?: The moderating effect of satisfaction on type and timing of rewards

While reward programs have been widely used as a means to engender customer loyalty, it is not clear if the ends are justified. Some researchers argue that we do not fully understand the mechanism underlying reward programs and how it affects consumer acceptability of such programs. In this study, we examine two variables; timing (immediate vs. delayed) and type (direct vs. indirect) of rewards in two service conditions (satisfied vs. dissatisfied). We conduct the experiment in two service settings and the results indicate that when consumers are satisfied, they prefer delayed, direct rewards (of higher values) to immediate, direct rewards. However, when consumers are dissatisfied, they prefer immediate, direct rewards to delayed, direct rewards (of higher values). Interestingly, the preference for direct over indirect rewards is apparent only if the rewards are delayed (for the satisfactory service experience) or immediate (for the dissatisfactory service experience).     

What women want (their men to do): Housework and Satisfaction in Australian Households

The time allocated to household chores is substantial, with the burden falling disproportionately upon women. Social norms about how much housework men and women should do are likely to influence couples’ housework allocation decisions and satisfaction. Using Australian data spanning 2001–14, this study employs a two-stage estimation procedure to examine how deviations from housework norms relate to couples’ satisfaction. The study finds that satisfaction is negatively affected by predicted housework time and that women’s satisfaction, but not men’s, is robustly affected by their partners’ residual housework time. When he exceeds housework norms, she is happier with housework allocations, but less happy in broader dimensions. The study suggests several reasons for the results, including that housework is more salient in women’s lives than in men’s, that housework generally is not a preferred activity, and that some degree of gender-norm conformity in regard to housework can positively affect women’s life satisfaction.     

Examining the effect of novelty seeking,satisfaction, and destination image on tourists’ return pattern: A two factor,non-linear latent growth model

With many destinations relying on repeat business, intention to revisit has become an important research topic. As revisit intention changes over time, this paper proposes the use of a latent growth curve to model the developmental trajectory of return behavior. The proposed model was tested in two steps in AMOS 16.0 using SEM methodologies to investigate the effects of novelty seeking, destination image and overall satisfaction levels across intent to revisit trajectories using data collected among French, English, and German travelers. Findings indicate that both novelty seeking and low satisfaction among travelers temper immediate intent to return. Conversely, a positive image of the destination enhances both immediate and future intentions to return.     

Individual employment characteristics of hotel employees that play a role in employee satisfaction and work retention

The variation of individual employment characteristics may influence how employees feel about their work environment. This study intended to identify employment characteristics that influenced employee satisfaction with work environments related to employment retention. Factors played different roles in measuring job satisfaction and employee retention according to individual employment characteristics, while factors related to the work environment (location, communication, accomplishment, and department) should be addressed regardless of employment characteristics. It is recommended that hoteliers provide a customized improvement agenda directed to and focused on individual groups according to that group's employment characteristics.     

The impact of age in the generation of satisfaction and WOM in mobile shopping

M-commerce in Spain is in its early stages and firms will be interested in knowing the factors that affect recommendation (word of mouth – WOM) of an m-purchase. In this research, we will study perceived entertainment and group influence (subjective norms) in purchase as determinants of satisfaction with m-shopping and WOM. There is some research studying WOM in an m-commerce context, but no study has considered the role of the age in the Spanish case. To that aim, we will make a distinction here between young adults (individuals under 25 years old) and adults (individuals over 25 years old) that already have an m-shopping experience, presenting factors that most influence WOM about m-shopping. With information obtained from 447 Spanish m-buyers, we have found that the perceived entertainment has higher importance for young adults and the subjective norms are crucial for adults. Satisfaction is a relevant determinant of WOM in both m-buyers groups. Results indicate interesting implications for the companies and the literature, as well.     

Does the value manufacturers (brands) create translate into enhanced reputation? A multi-sector examination of the value–satisfaction–loyalty–reputation chain

Literature has widely acknowledged that the main purpose of company–customer relationships is to create value for both sides. Satisfaction, loyalty behaviours, and reputation are considered customer-related performance measures. However, research has not fully uncovered the complicated interrelationships among these constructs, particularly with regard to multiple mediations and in the case of manufacturer corporate brands. To examine the hypothesised relationships between and among our constructs, we go beyond the commonly studied single mediator and test a four-path model (three mediators in a series). The results indicate that satisfaction and loyalty behaviours mediate the relationship between customer value and reputation. In theoretical terms, we contribute to the literature by showing that customer value creation is a reputation-building strategy that bridges the gap among product, brand, and corporate performance levels.     

中小型高科技企业研发人员工作满意度实证研究

通过发放调查问卷,抽样调查了北京昌平高科技园区的185名中小型高科技企业研发人员,分析了其总体工作满意度状况以及性别、婚姻状况、年龄、学历、职务等人口特征变量在工作满意度上的差异,揭示了影响中小型高科技研发人员工作满意度的主要因素,并提出了相应的管理措施。     

房屋租赁的替代效应与福利评价

租房还是买房是每位住房需求者需要面临的重大决策。本文通过建立代表性消贡者购房与租房决策选择模型,对代表性消费者不同住房决策间的相互影响进行了理论分析。并通过引入空间计量分析方法,以中国216个地级市2000年的统计数据为样本对理论分析结果进行了相关实证检验。结论显示,住房租赁市场的发展在空间上具有显著的外溢性,经济适用房的“不经济”引致了住房租赁市场的活跃。以全国和北京市的两次抽样为样本的回归结果显示,获得房屋的产权和提高居住面积均有利于增强住房者对生活的满意程度。     

消费者满意度实证研究——以网络自助服务类型为研究枢轴

研究以五种网络自助服务类型为调查样本,分别比较它们在消费者满意度上的差异性,并以风险承担态度与信任态度做为干扰变数.结果发现:消费者满意度的影响因子分别为系统品质、信息品质、服务品质,转换成本对于交易性质的WBSS较敏感,对于转换成本较低的WBSS有较高的消费者满意度,但对于服务性质的WBSS则较不敏感;不同的网络自助服务在消费者满意度构面上有显著的差异;而风险承担与信任态度皆对消费者满意度有干扰效果,消费者在不同的WBSS中,其风险承担态度对满意度有部分显著影响,只有系统品质构面显著,其信任态度对满意度有部分影响,只有信息品质构面显著.通过对消费者使用满意度的实证研究,以期为网络自助服务的和谐发展提供有益的路径指引.     

Consumption in the public eye: The influence of social presence on service experience

Continuous improvement in managing customer relationships is a necessity for companies wishing to remain competitive in today's global marketplace. The two studies presented herein respond to this need by developing and testing a new nomological net that features social presence and its moderators as antecedents to service satisfaction. Study 1 discovers that when service experiences are positive, social presence enhances service satisfaction. Study 2 examines the interaction between service experience valence, social presence type and self-construal prime. The results show that when an interdependent self-construal is primed, social presence (both in-group and out-group) increases service satisfaction (dissatisfaction) during a positive (negative) service encounter, whereas, when an independent self-construal is primed, social presence exerts little impact on service satisfaction. Managers can benefit from these findings by considering the impact of social presence as they design their servicescapes.