Managing a Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters

This study investigates how retailers can leverage their brand to shape customers’ satisfaction with service encounters. It develops and tests hypotheses about how brand, store, and consumer factors moderate customer responses to experience clues during retail service encounters. Six meta-regression analyses synthesize and compare results from 842 satisfaction equations describing customers’ encounters with a global retailer operating 400 stores in 32 countries. The results show how customers weigh their perceptions of service encounters differently depending on brand, store, and consumer factors. In markets where customers believe the retailer has high holistic brand quality, they place less weight on experience clues within the store. In markets where customers believe the retailer’s service brand promise, they place more weight on in-store experience clues. In markets where the retailer promises utilitarian value, customers weigh functional experience clues more heavily. In markets with an online purchasing channel, the effect of experience clues common to offline and online store environments is magnified, and unique clues are diminished. In addition, customers heavily weigh experience clues that fit their goals. In general, retail success factors include high brand quality (which makes customers more forgiving), a service brand promise that is mirrored in the store image (which makes customers attend to the experience clues aligned with them), and the careful monitoring and managing of retail touchpoints (to customize experience clues to each market). In this way, retailers can use customer-based strategies to effectively design and manage their global retail brand in different markets.     

Push or pull? Identifying rock climbing tourists' motivations

The aims of this research are to clarify the motivations of rock climbing tourists by using a push and pull framework and to investigate the relationship between tourist motivation and overall satisfaction. In a survey of 473 rock climbing tourists in the Geyikbayırı region in Antalya, Turkey, the most important push motivations were identified as ‘physical setting’ and ‘challenge’, while ‘climbing novelty seeking’ and ‘climbing tourism infrastructure’ were the most important pull motivations. Furthermore, the findings of this study indicated that overall satisfaction of rock climbers can be determined by their push and pull motivations. The results also showed that motivations of rock climbers differ according to their experience levels. The paper ends with theoretical contributions of the study and its managerial implications.     

Warfare tourism experiences and national identity: The case of Airborne Museum ‘Hartenstein’ in Oosterbeek,the Netherlands

This paper examines through an analysis of Dutch warfare tourism whether there is a relationship between the subjective perceived salience of Dutch identity and heritage tourists' motives, emotions and overall satisfaction. Using a social identity theory framework, this study provides a view of motives for Dutch warfare heritage tourism and the ways in which this specific variant of heritage tourism evokes different emotions and satisfaction evaluations in visitors. Specifically, we found that visitors who identified strongly as ‘being Dutch’ (the ‘in-group’) have stronger self-enhancement motives compared to those who identify less strongly, and that edutainment features strongly in the museum experience. Visitors seeking initiative/recognition express feelings of disappointment suggesting that the museum's symbolic function as a place of national in-group identity could be more highlighted. We demonstrate that an affirmative and engaged experience can manifest at nationally symbolic sites through positive historical narratives and entertainment, and through ‘in-group’ self-enhancement activities.     

Is self-employment really a bad experience? : The effects of previous self-employment on subsequent wage-employment wages

We use propensity score matching methods to quantify the effects of past self-employment experience on subsequent earnings in dependent employment using data on the population of Danish men observed between 1990 and 1996. Our results generally confirm existing studies in that we find that a spell of self-employment is associated with lower hourly wages compared to workers who were consecutively wage-employed. We also show, however, that this effect disappears—and even becomes positive in some settings—for formerly self-employed who find dependent employment in the same sector as their self-employment sector. Hence, the on average negative effect of self-employment is rather caused by sector switching than by the self-employment experience per se. Moreover, formerly self-employed who either enjoyed a high income or hired at least one worker during their self-employment spell receive wages in subsequent dependent employment that are at least as high as for individuals who have been consecutively wage-employed.     

大学生网络流行语使用行为的调查与分析——以上海部分高校为例

本文采用配额样本随机抽样的方法调查了上海13所高校1300位大学生,对高校大学生网络使用行为、网络流行语熟悉程度和对网络流行语的态度的内容进行了调查,重点关注网络流行语在现实生活中的使用情况,并对网络流行语规律进行了分析,     

证券分析师利益冲突行为的“前因”与“后果”——来自上证A股的经验证据

本文选用我国上证A股的证券分析师投资评级和股票收益率相关数据(2010.04.30-2011.04.30),对我国证券分析师利益冲突行为的影响因素以及证券分析师投资评级的绩效进行实证研究。结果表明:承销商分析师相对于非承销商分析师的投资建议更为乐观,且券商的承销和经纪业务对证券分析师利益冲突行为有显著性影响;券商声誉和分析师上年声誉对证券分析师的股票投资评级存在明显的抑制效应;积极性的投资评级和分析师本年的声誉与分析师所荐股票的短期超额收益率呈正相关关系。     

从国际金融危机看新加坡的国家治理

新加坡作为亚洲四小龙之一,以国家资本主义模式特立于世,是高度出口依赖、本地资源匮乏的国家,出口贸易和国际金融中心运营是主要经济支柱,国际人才战略是新加坡立于不败的根本。在国际金融危机来临时,新加坡应对措施及时、适当,加之国企公司治理制度的良好基础,使得它在2009年迅速恢复元气。新加坡成功的国家治理经验值得中国借鉴。     

深圳社会组织管理体制改革的经验和借鉴

我国社会组织实行的双重管理体制,限制了社会组织的发展。深圳于2004年开始改革社会登记管理制度。2006年底实现了行业协会直接登记,2008年开始对工商经济类、社会福利类、公益慈善类社会组织实行直接登记。深圳的实践表明了政府对社会组织监管方式的理性回归,也为我国社会组织管理体制改革提供了经验。     

基于用户体验的农村旅游厕所管理研究——以广东省为例

农村旅游厕所是我国厕所革命的短板,存在重建设轻管理等问题,下一阶段厕所工作重点在于如何"管好"、"用好"上。基于用户体验逻辑的实证研究有助于为农村旅游厕所提升公共服务质量和运营管理水平提供参考借鉴。本文运用权重综合评价方法,构建了用户体验评价指标体系,选取广东省农村旅游厕所206座进行实地评测,结合大众用户对农村旅游厕所的体验偏好调查,利用IPA方法分析农村旅游厕所用户体验评价指标的重要程度和实际表现感知,提出丰富用户体验、加强卫生保洁、创新经营模式等政策建议。     

体验旅游与济南历史文化名城景观塑造问题的思考

随着生活水平的提高,现代人的旅游模式已进化到"体验旅游"这一高级阶段,针对体验旅游的特征,本文对济南的城市景观进行了思考,分析目前存在的不足,并提出了强化易识别的城市景观结构;营造多样性的城市景现环境体验氛围;突出差异性的城市景观元素;完善参与性旅游的互动平台的相应解决策略.