公众满意理念及公众满意度评价

本文阐述了将政府管理理念定位于公众满意的紧迫性和必要性 ,提出了用公众满意度评价政府工作的方法 ,并以 2 0 10年上海世博会中政府动迁工作为例 ,具体分析层次分析法在测评公众满意度中的应用。     

Modeling Distribution Channel Dynamics of North American Cars in the Spanish Automobile Industry

Relations between manufacturers and distributors have been the center point of the distribution channel’s management. This study covers the effects of coercive, as well as non-coercive power on intermediary variables such as cooperation and conflict. It will also analyze the effects of cooperation and conflict on American car dealers’ satisfaction and performance in Spain. Due to the small sample size (46 dealers), the model based on causal modeling compelled us to use the optimization method based on the partial least squares (PLS) regression techniques coupled with a bootstrapping to enable some generalization of the results.

Measuring national economic performance without using prices

Recent years have seen increasing awareness of the deficiencies of conventionally defined national income as a measure of a nation's overall economic performance. Alternative measures have been proposed involving either the modification of national income accounting conventions, or the abandonment of national income itself in favour of something such as the Genuine Progress Indicator, GPI. However, such alternatives, like national income itself, all involve the use of monetary valuation for aggregation. This paper proposes a new approach to the measurement of national economic performance, which follows naturally from ecological economics as the study of economic activity rooted in a proper appreciation of its material circumstances, and which does not involve using prices for aggregation. The paper gives some results for three variants of the new approach, and compares and discusses them. While this new approach does not purport to provide a single definitive assessment of the sustainability of current economic activity, which is an infeasible goal, it could provide useful inputs to relevant research activity, and to policy analysis and debate.     

Role of constraints in Chinese calligraphic landscape experience: An extension of a leisure constraints model

The study of constraints in the leisure and tourism context has been a growing research theme during the past four decades. This article focused on participants' constraints that inhibit an experience of Chinese calligraphic landscapes. The purpose of this study was to determine whether three types of constraints existed in the context of a calligraphic landscape experience. A confirmatory factor analysis confirmed the fitness of the collected data for the hierarchical constraints model. This study also extended this hierarchical model to prove that some constraint dimensions do influence tourists' preference, participation and satisfaction. This research concluded that intrapersonal constraints had a negative influence on preference, while neither interpersonal nor structural dimension influenced tourists' participation or satisfaction.     

The role of motivation in visitor satisfaction: Empirical evidence in rural tourism

Motivation and satisfaction are two concepts widely studied in tourism literature; the relevance of these constructs being derived from their impact on tourist behaviour. The purpose of this paper is to investigate the relationship between motivation and visitor satisfaction. A survey questionnaire was distributed to visitors at a rural destination in Spain and the data analysed by ANOVA, factor and cluster analyses. The results verified our hypothesis that motivation is a determinant of the visit assessment criteria and, as a direct consequence, of the level of satisfaction (specific factors) of the visitor. However, this investigation also detected the existence of certain elements, which are independent of the reasons that motivated the journey (general factors), but which affect general satisfaction. Based on our findings, implications for management and marketing are presented.     

Influencing factors of customer loyalty in mobile payment: A consumption value perspective and the role of alternative attractiveness

The rapid development of mobile payment has attracted many competitors and made customer retention a crucial issue for mobile payment service providers. This study examines the influencing factors of mobile payment loyalty from a multi-dimensional value perspective by extending and integrating the Cognitive-Affective-Behaviour (C-A-B) model and the Theory of Consumption Values (TCV). We also incorporate alternative attractiveness as a moderating variable to reveal the potential influence of the competitive market environment. This study collected 427 questionnaires from mobile payment users in China. The empirical study results show that customers’ loyalty is determined by satisfaction, and satisfaction is influenced by functional, emotional, epistemic, and monetary value. The findings also demonstrate that satisfaction has mediated the consumption values and loyalty relationship, and alternative attractiveness has weakened the influence of satisfaction on loyalty. This study shifts the focus in mobile payment research from adoption to the post-adoption stage and establishes a new research model by integrating two fundamental theories in explaining customer behaviour. Our study could guide mobile payment providers to cultivate customer satisfaction and loyalty by determining the values that are worth investing in their marketing strategies and help them notice and neutralise the weakening effect of competitor attractiveness.     

Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues

Human-customer service chatbot interaction has had mixed effects on customer satisfaction in sales-related services. To dissect these conflicting results, three 2 (temporal cues: instant versus anthropomorphic delayed response) × 2 (conversational cues: task- versus social-oriented) between-group experiments were conducted. The results revealed the complex effects of temporal cues, conversational cues, and their interactions on perceived warmth, perceived competence, and satisfaction. And, perceived warmth and competence mediated the effects of temporal and conversational cues on satisfaction. Furthermore, the product attribute type (functional versus experiential) affected the relationships between these variables. These findings provide two explanatory perspectives (temporal and conversational cues) for dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction, and provide practical insights for improving customer service chatbots and enhancing customer satisfaction.     

基于CRM理念的铁路大客户满意度指数模型

将客户关系管理(CRM)的满意度理论引入铁路运输的大客户管理中,定义了铁路大客户满意度,结合铁路货物运输的特点构建了铁路大客户满意度指数模型,并采用偏最小二乘法路径分析方法对参数进行估计。最后通过实例对目前铁路大客户的满意度进行了研究。     

Tourist loyalty to a local cultural event: The case of Turkmen handicrafts festival

The purpose of this research was to examine a comprehensive model of attendee loyalty at a local festival. More specifically, the research tested a model linking festival authenticity to festival quality, value, satisfaction, trust and loyalty to a given festival. Using convenience sampling method, empirical data was collected at the Turkmen handicrafts festival in Gonbad-e-Kavoos, the most important city in the Turkmen Sahra region, Iran. A sample of 301 domestic tourists who attended the festival was surveyed. Applying structural equation modeling, the findings showed that perceived authenticity influenced perceived quality, value and satisfaction. Perceived quality was found to have the direct effect on perceived value, satisfaction and trust. Perceived value affected satisfaction, trust and loyalty. Satisfaction had the direct effect on loyalty and so did trust.     

Assessing the effects of perceived value (utilitarian and hedonic) in LCCs and FSCs: Evidence from South Korea

In the airline industry, passengers choose and buy service based on their perception of which airline delivers better value. Thus, it is important to compare two types of airlines, Low Cost Carriers (LCCs) and Full Service Carriers (FSCs), to measure how much their product or service is worth and the effect of perceived value on passengers' purchase decisions. This study examined the relationship between perceived value, satisfaction, and purchase intention in both FSCs and LCCs. Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were performed for data analysis. Our findings reveal that passenger satisfaction in LCCs is affected by hedonic value and utilitarian value, but passengers' future purchase intention is not dependent on satisfaction even when passengers are satisfied. In FSCs, moreover, utilitarian value is not a significant factor for satisfaction and purchase intention. This research provides implications for airline marketers and directions for future research.