银行服务接触、顾客情感与满意度之间关系的实证研究

服务接触管理的概念和思想来自于花旗银行的实践,本文从银行提高服务接触过程可视化效果的实践出发,总结服务接触过程对顾客情感的影响,进而总结提高顾客感知质量的经验。文章从服务的便利性、服务感受、银行形象、互动性、可靠性、移情性、品牌化等方面来形成对银行服务的认知,并通过结构建模方法明确服务接触过程与银行顾客情感、满意度之间的作用路径,进而为银行优化服务接触过程提供相关建议。     

顾客满意度指数及其在中国的实践

顾客满意度指数是目前在国际上被广泛采用的一种宏观经济质量监测指标。介绍了国外顾客满 意度指数的实践历史和发展趋势,并以美国顾客满意度指数为例,分析了其理论基础和结构体系。然后回顾 了顾客满意度指数在我国的实践状况,研究了相关的基础测评模型、框架体系以及各地区的协调问题。     

Green and non-green outcomes of green human resource management (GHRM) in the tourism context

Globally, organizational espousal of green and sustainable operations has been critically facilitated by green human resource management (GHRM) initiatives, especially in the tourism and hospitality sector. This research is an effort to examine the nuances of employees' responses to GHRM and contribute to this field by examining how narcissism, an individual trait and boundary condition, influences GHRM's relationship with employees' green (voluntary and task-related practices) and non-green outcomes (task performance and job satisfaction). Our hypotheses, grounded in social identity and trait activation theories, were tested with data obtained through a time-lagged two-wave survey of 219 UK-based hotel employees via the Prolific Academic platform. Analysis revealed significant associations between GHRM and all employee outcomes. Narcissism was shown to have a significant moderating effect on GHRM's associations with both green and non-green (task performance) behaviors. Our results imply important understandings for the advancement of theoretical knowledge and practical implementation of GHRM.     

Does opinion leadership influence service evaluation and loyalty intentions? Evidence from an arts services provider

The role of opinion leadership to develop positive loyalty effects in the arts services has received little attention. The objectives of this paper are: first, to test the influence of opinion leadership between service attributes and loyalty; and second, to test if this effect is different across gender and education level groups. The model was validated using EFA and multiple regression analysis with bootstrapping. Results fully support that during the service evaluation process, loyalty is predicted differently according to the individual's opinion leadership level. When opinion leadership is high, satisfaction-related attributes are determinant to predict a person's loyalty; when opinion leadership is low, perceived quality-related attributes act as predictors of loyalty. The data also supports a moderation effect amongst women and visitors in the high education level group. These findings highlight the importance of understanding opinion leaders in identifying ways for an organization to strengthen interactions among arts patrons, and develop positive loyalty effects.     

A risk worth taking: Perceived risk as moderator of satisfaction,loyalty, and willingness-to-pay premium price

This research investigates the moderating role of perceived risk in the relationship between satisfaction, loyalty, and willingness to pay premium price (WTP). A total of 364 respondents were recruited from Amazon's Mechanical Turk panel. Financial, social, performance, and psychological risks have significant negative effects on the relationship between satisfaction and WTP, whereas only financial risks have significant negative effects on the relationship between loyalty and WTP. Using moderated mediation analysis, we found that the mediating effects of loyalty diminish significantly in high social risk conditions and diminish completely in high financial risk conditions.     

上市企业员工满意度与创新——来自“中国年度最佳雇主100强”的经验证据

本文以2011－2017年沪深两市的A股上市企业为研究对象,以是否入选“中国年度最佳雇主100强”榜单衡量上市企业的员工满意度,考察员工满意度对企业创新的影响。研究表明,入选榜单的企业平均而言比其它主要特征相似的匹配企业的专利申请总数高约47%。这一效应主要体现在发明专利和实用新型专利上,而在外观设计专利上不显著。进一步地,员工满意度可以通过提高失败容忍度来提升企业创新。最后,经济后果检验表明,员工满意度的提高可以显著提升员工的创新效率和企业全要素生产率,说明较高的员工满意度有助于企业效率和长期价值的提升。     

草根组织发育与农民幸福感

文章使用2012-2017年中国22个省325个村庄的4863个农户的混合截面数据探究了村庄中草根组织发育情况对农村居民幸福感的影响，为社会组织发展情况和幸福感之间关系的讨论增添了新证据。研究发现：村庄草根组织发育程度对农村居民的幸福感具有显著正向影响，即村庄中的草根组织数量越多，其居民幸福感越高；进一步使用生活满意度法（Life Satisfaction Approach，LSA）对草根组织的货币价值进行估计发现，村庄中草根组织数量每增加1个百分点带来的幸福感增加相当于家庭人均总收入增加0.667个百分点带来的幸福感增加。研究结论表明，发展乡村草根组织是提升农村居民幸福感的一个有效途径。     

Pictures vs. reality: Roles of disconfirmation magnitude,disconfirmation sensitivity,and branding

This study aims to increase our understanding of the effects of food pictures in formulating customers’ expectations and performance evaluation, which, in turn, affect customer satisfaction, trust, and behavioral intentions in the restaurant context. Extending the expectancy disconfirmation theory, we have conducted three experimental designed studies involving a total of 1105 customers. Specifically, study 1 explores three disconfirmation magnitudes (low, moderate, high) and their impact on customer evaluations and behaviors. Study 2 demonstrates the interactive effects of disconfirmation magnitude and branding on customer trust, suggesting that branding mitigates the negative effect of disconfirmation magnitude on trust. Study 3 includes individual differences of disconfirmation sensitivity to explain the variation of the expectancy disconfirmation model, revealing that customers with higher disconfirmation sensitivity are less likely to be satisfied and trust a restaurant as the disconfirmation magnitude increases. Theoretical and managerial implications are provided.     

Analysis of customers' satisfaction with baby products: The moderating role of brand image

The previous experience of customers is assessed by textual reviews and ratings to reflect their levels of satisfaction with the service or product. Online reviews and ratings have played a vital role to assess the performance of the services or the quality of goods. This research explores customers' levels of satisfaction with baby products on Amazon.com through text mining and survey-based methodologies. The moderating role of a brand image is also investigated on the relationship between customers' satisfaction and recommendations to others. Two sources of data were utilized, online reviews from the Amazon portal and responses of the participants on a large-scale survey. The research model is developed based on the factors that were extracted from the text mining approach. Following that, a questionnaire was distributed and the collected data were inspected using Partial Least Squares Structural Equations Modeling (PLS-SEM). The findings revealed that several dimensions have an influential effect on customers' experiences with baby products, among which are comfortableness, material quality, easy use, easy return, design, price, packaging, and size information. In addition, the moderating influence of the brand image on the hypothesis between customers' satisfaction and recommendations to others was significant. By deploying the two-phase methodology, baby product vendors can understand the influential variables in customers' experiences and their impacts on customers’ satisfaction more accurately.