Determinants of dining satisfaction and post-dining behavioral intentions

The purpose of this research is to empirically investigate the determinants and consequences of dining satisfaction with restaurant services. A total of 338 undergraduate business students participated in this research. Results reveal that there exist three sources of customers’ satisfaction with restaurant services: positive emotions, perceived service quality and negative emotions. Positive emotions have more impact on customers’ satisfaction than negative emotions. In addition, emotions mediate the impact of perceived service quality on dining satisfaction. Finally, satisfaction has a significant impact on recommendation, customer loyalty and willingness to pay more.     

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

The objective of this paper is to analyze the loyalty of tourists to urban tourism destinations, studying the differences existing on the basis of nationality of origin. The review of the academic literature identified perceived value and satisfaction as antecedents of loyalty. A theoretical model was constructed which was tested empirically with a total of 927 surveys of Italian and American tourists in the city of Barcelona. In the study of the data, structural equation models (SEM) were used, by means of a multi-group analysis. The empirical results show that the causal relationships among perceived value, satisfaction and loyalty and the moderating effect of nationality are partially confirmed. This study contributes to better knowledge of the processes that lead tourists to be loyal to an urban tourism destination.     

Measuring festival quality and value affecting visitors’ satisfaction and loyalty using a structural approach

Perceived value is understood to be a precursor of customer satisfaction and loyalty and is itself impacted by product quality. The linkages between quality, value, satisfaction, and loyalty have been gaining increasing attention in the marketing field. Accordingly, this study examines whether quality dimensions have an impact on perceived value, which, in turn, affects satisfaction and loyalty, in the context of the Punggi Ginseng festival.     

The impact of mood states and surprise cues on satisfaction

Mood effects have been studied in consumer behavior literature, but prior research investigating the joint impact of mood and surprise on satisfaction is scant. To bridge this gap, this study examines the relationship among these three constructs. We manipulated customers’ pre-consumption mood and provided surprise cues with hypothetical scenarios in a 2 by 2 factorial design in a restaurant setting. The results show that a positive surprise yields high satisfaction without a significant effect from customers’ pre-consumption mood. Conversely, with a negative surprise, customers in a negative pre-consumption mood indicate lower satisfaction than those in a positive mood.     

晋升激励、专业搭配与公共卫生服务满意度

提供高质量的公共卫生服务不但是现代政府的重要职责,也是国家治理能力的重要体现。随着中国经济发展进入新常态,干部考核评价机制不断完善,地方政府官员开始重视公共卫生等民生服务,同时,官员间专业搭配也成为影响民生服务质量的重要因素。文章将2013年中国综合社会调查数据与81个地级以上城市官员的相关信息进行匹配,将上任时年龄小于55岁的官员定义为"强晋升激励"官员,而将上任时年龄大于等于55岁的官员定义为"弱晋升激励"官员。研究发现：第一,具有"强晋升激励"的市委书记和市长都有助于改善城市公共卫生服务满意度。第二,在经济较发达、政府财力较雄厚和东部地区城市,官员晋升激励的积极效应更为明显。第三,在本研究样本中,市委书记和市长"经管—理工"的专业搭配模式是提高城市公共卫生服务满意度的积极因素。在考虑了测量偏误、地区异质性、遗漏变量、样本代表性问题,并经过安慰剂检验后,文章的主要结论依然保持稳健。本研究不但有助于我们更深入地理解中国城市间公共卫生服务质量的差距及其决定因素,而且也启发我们从改善官员治理的角度来提高公共卫生服务质量,以及应对突发性公共卫生事件的能力,从而有效推进中国经济健康可持续发展。     

Women abroad: getting the best results from women managers

Abstract This study explores the work environment of expatriate women managers in American corporations and investigates the determinants of their job satisfaction. The strategic importance of global assignments has increased over the years. The real cost of unsuccessful expatriates extends beyond the monetary expenses. As the number of women managers working overseas increases, so does the importance of this topic. Additionally, because women in expatriate positions are relatively new, their needs for job satisfaction and career aspirations are not known to most organizations. This research intends to fill this gap. The study concentrates on four major areas that are considered important for obtaining job satisfaction: (1) the way in which organizations design their overseas jobs, (2) women's skills and characteristics, (3) international human resource policies of companies and (4) the cultural environment of host countries. The applied research covers two phases: a study of expatriate managers during their assignments overseas and the evaluation of overseas experience upon their return. The results indicate that women in overseas assignments are satisfied overall with their jobs. However, organizational variables are more strongly related to job satisfaction. The nature of job design in overseas postings has the greatest impact on women's job satisfaction. When the jobs are enriched, women gain intrinsic rewards and have high job satisfaction. Organizational support also contributes to the satisfaction of women expatriates. Training, mentoring and repatriation preparations have high impact on women's success and satisfaction. Women expatriates are more concerned with their repatriation and future advancement than their present assignments. The findings are important for theoretical and practical reasons. Theoretically, the achievement and satisfaction of women managers overseas cannot be simplified without taking into account organizational, personal and cultural factors. Practically, companies need to respond to the individual needs of expatriate women managers and then decide on their assignments and their repatriation accordingly.     

The long and winding roads: Perceived quality of scenic tourism routes

This study aims to understand self-drive tourists’ satisfaction with and loyalty toward scenic roads. Building on previous studies in the context of tourism destinations, satisfaction is hypothesised to be influenced by leisure and holiday motorists’ motivation for driving the routes and the provision of roadside facilities. In turn, satisfaction is assumed to increase motorists’ loyalty toward the route. The study comprises data from two scenic roads in Norway that differ with respect to landscapes formations, settlements, experiences along the routes, and travel distance. Data are analysed using structural equation modelling. Results show that roadside facilities play a crucial role in achieving overall satisfaction and loyalty among motor tourists, and that route managers should improve the quality of these and related infrastructure facilities and services. Moreover, the study indicates that it is important to take into consideration the motorists’ desire to experience attractive sceneries in order to increase overall route satisfaction. Finally, satisfaction is demonstrated to significantly increase route loyalty, although this relationship appears weaker than in conventional destination studies.     

Factors influencing repeat visits to a destination: The influence of group composition

This paper is an analysis of the likelihood for repeat visits to a sun and sand destination by tourists. For this purpose, an empirical study was conducted using tourists who had visited the destination. The analysis took into account the travelling group composition. The results showed that, for the total tourist sample, overall satisfaction had the biggest influence on the decision of whether to revisit a destination, while the least important influence was the tourist's perceived image. These influences varied, however, when different travelling group compositions were considered. The results are of vital importance in tourism management policies, because they can contribute to the better design and development of tourism promotion strategies.     

Deane–Draper stores: employee empowerment in a retail environment

This case focuses on the application of employee empowerment principles to a large retail group. It provides the opportunity to analyse the manner of the strategy implementation and the consequent impact on both individuals and the organization. The case establishes significant financial underperformance in one part of a retail group and investigates the use of ‘employee empowerment’ techniques - following Carlzon (1987) - to provide a solution. The case illustrates the dysfunctional activity associated with implementing empowerment without either appropriate management control or staff training, together with the dire financial implications. The Teaching Resource Note discusses alternative approaches that might have been adopted.     

管理教练、权变奖励、组织公民行为与B2B顾客满意

本文构建了一个有关主管行为、组织公民行为和B2B顾客满意的概念模型并加以检验。研究发现（1）销售人员的组织公民行为对于B2B顾客满意具有显著正向影响；（2）销售人员组织公民行为对B2B顾客满意的影响受环境不确定性的正向调节；（3）感知的管理教练行为和权变奖励均对销售人员的情感性组织承诺和组织公民行为具有正效应；（4）情感性组织承诺是主管行为对员工组织公民行为影响的中介变量；论文最后阐述了研究的管理内涵以及未来的研究方向。