Commitment and Trust as Drivers of Loyalty in Logistics Outsourcing Relationships: Cultural Differences Between the United States and Germany

This study examines differences in loyalty formation within logistics outsourcing relationships between Germany and the United States. A model of loyalty formation on the basis of commitment and trust is developed and differences between Germany and the United States are hypothesized. They are tested based on 795 logistics outsourcing relationships in the two countries using structural equation modeling. The results indicate that these relationships differ depending on cultural traits relating to trust and commitment. The findings are relevant for practitioners and academics as they paint a more globally informed picture of loyalty formation within logistics outsourcing relationships in which to base both managerial decisions and future research.     

基于社会化招聘成熟度模型的“投名状鱼塘”建设

F公司把社会化招聘作为树立最佳雇主品牌形象(EVP)以及建设员工价值体系(EVP)的重要途径,通过社会化招聘达到提升公司内外忠诚度的目的。本研究以中国背景下的外资企业F公司为例,探讨了复杂多变环境下F公司社会化招聘体系的建立以及建立过程中遇到的问题。     

Understanding the formation of e-loyalty based on a dedication-constraint perspective

Despite the importance of retaining customers in the context of e-shopping, the formation of an e-buyer’s loyalty remains inconclusive. Drawing on e-shopping literature, this study developed and tested a model to explain e-buyer loyalty from the perspective of business-to-consumer relationship management. We build on a dedication-constraint dual model to delineate the relationship between perceived benefits, switching cost, service-specific investment, and loyalty. Empirical results from 505 respondents show that loyalty is influenced by both perceived benefits and switching costs. In addition, switching costs partially mediate the relationship between service-specific investments and loyalty. Implications of these results are discussed.     

区域品牌忠诚影响因素及其理论模型构建

区域品牌发展对区域经济产生了重要的影响．但区域品牌在发展过程中很容易出现区域品牌的滥用现象,如何减少甚至杜绝区域品牌的滥用是区域品牌管理的关键问题之一。为此,以区域品牌忠诚作为研究突破口,探讨建立了以企业因素、区域品牌、产业集群、区域因素等四个变量作为自变量,以企业认知评价作为中介变量,以区域品牌忠诚作为因变量的区域品牌影响因素理论模型,并结合变量关系提出了对应的假设。     

Designing a medicalized wellness service: balancing hospitality and hospital features

Medicalized environments around the world are challenged with making trade-offs between the clinical nature of the service and the customer service elements needed to deliver the service. Many medicalized wellness services have yet to achieve an effective balance between their hospitality and hospital features to generate loyalty (repeat patronage). We present a case study of a blood service organization in a developed country that, at the time of data collection (2011), was working to resolve tension between clinical goals and expectations of Millennial donors. The results identified seven principles: ‘control over booking and service interactions’; ‘build social connections’; ‘offer a luxury, indulgent experience’; ‘build relationship with customer beyond the “medical” procedure’. The three remaining principles related to hospital-like features: ‘hide the functional/medical features of the service experience’; ‘demystify the “hidden” processes’; ‘ability for the physical service environment to be modified by the customer’.     

Impact of customers' assessment of website attributes on e-relationship in the securities brokerage industry: A multichannel perspective

The paper focuses on the comparison between pure e-retailers and multichannel retailers' customers and how they differ in their evaluations of functional and relational attributes of the website, as well as how these attributes impact online relationships. An online survey among online securities investors was conducted. Subjects were self-selected from blogs and forums dedicated to personal finance. A total of 326 questionnaires formed the final sample of this study. By using a series of univariate analyses of variance, structural equation modeling, and multi-group analysis, this research empirically demonstrates that the e-service quality evaluation and determinants of online relationship are different in multichannel contexts versus pure online ones. Results show that customers of multichannel retailers are not more loyal than those of pure online retailers. However, multichannel retailers exceed pure online retailers at achieving a higher level of online trust and a higher assessment of website features. The paper concludes with managerial implications that may be useful in multichannel retailing.     

An asymmetrical approach to understanding configurations of customer loyalty in the airline industry

This study employs fuzzy set qualitative comparative analysis (fsQCA) to examine asymmetrical relationships among service attributes, relationship quality, and customer loyalty in the airline industry. The study incorporates customers’ demographics and psychological variables to model customer loyalty. Customer loyalty is operationalised as behavioural and attitudinal dimensions in order to capture customers’ actual behaviours and behavioural intentions. Symmetrical testing is also used to compare findings with those from fsQCA application. The study provides various causal recipes or configurations for predicting relationship quality and customer loyalty. The comparison between symmetrical and asymmetrical findings presents deeper and more insightful information. These findings provide useful guidelines and references for the relevant researchers and practitioners. The study also contributes to the literature by utilising symmetrical and asymmetrical tools to advance understanding of antecedent conditions of relationship quality and customer loyalty.     

新生代农民工忠诚度现状及提升对策研究——基于浙江中小民营企业的调查

助推民营企业可持续发展,农民工功不可没。但是,随着新生代农民工日益成为劳动大军,民营企业的管理越来越困难,尤其新生代农民工的忠诚度问题更加严重,他们对企业的归属感和认同感日益缺失。基于浙江中小民营企业新生代农民工调查和访谈结果表明,当前新生代农民工的忠诚度比较低,只有70分（百分制）。企业管理者要深入分析新生代农民工的新特征和他们的困境,在以人为本思想、晋升制度、沟通机制、诚信合作、员工发展和非正式组织等方面采取有效措施,有助于提高新生代农民工的忠诚度。     

企业社会责任对员工忠诚度的影响

员工对企业的忠诚表现与企业的生存发展密切相关。然而,在影响员工忠诚度的众多因素中,企业社会责任是当前的讨论热点。实证分析表明,企业社会责任各维度对内部员工忠诚度有显著影响,但不同的责任维度对员工忠诚度影响的程度不同,企业伦理责任对员工忠诚度的影响最大,其次是法律责任、慈善责任和经济责任。可见,企业积极履行社会责任不仅是社会对企业公民角色的要求,而且也是企业对人才管理的需要。因此,企业管理者应从社会责任的角度高度重视员工对组织的忠诚度,并应将社会责任的履行落实到人力资源管理实践中。     

Introduction to research on Hirschman's Exit,Voice, and Loyalty model

This article introduces this special issue of theEmployee Responsibilities and Rights Journal on recent work exploring Albert O. Hirschman's Exit, Voice, and Loyalty model of dissatisfaction. This special issue provides a forum for researchers and theorists with various perspectives on the model to present their ideas in one place. There are six original articles in this issue, and one discussion piece. While these articles do not resolve the controversies surrounding the Exit, Voice, and Loyalty model, they do provide a clear picture of the current status of research and theory on dissatisfaction in organizations from this perspective.