Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment

This study empirically examined not only the relationship between perceived quality and satisfaction/loyalty, but also the role of customer perceptions of atmospherics in an ethnic restaurant segment. Specifically, this study, using hierarchical regression analyses, investigated the direct effects of service quality and food quality on customer satisfaction and loyalty as well as the moderating effect of the perception of atmospherics, in Korean restaurants. As expected, this study showed that service and food quality have positive and significant effects on customer satisfaction and loyalty. This suggested that, similar to other restaurant segments, employee service and food are of great importance for ethnic restaurants as well. Verifying the moderating role of atmospherics, however, this study found that good employee service can be more effective for increasing the satisfaction and loyalty of customers with a low perception of the atmospherics compared to those with a higher perception. Further, providing quality food is particularly critical for creating customer satisfaction in ethnic restaurants where atmospherics are not satisfactory. More detailed findings and implications are also discussed.     

高速铁路客运餐饮服务满意度影响因素重要度探讨

随着我国高速铁路客运量的急速增长,对高速铁路客运餐饮服务质量要求也逐渐提升,为了进一步提高旅客对高速铁路客运餐饮服务的满意度,以顾客感知视角,分析高速铁路客运餐饮服务满意度影响因素构成,利用结构方程模型对高速铁路客运餐饮满意度影响因素重要程度进行测评。以上海虹桥站、南京南站为例进行验证,结果表明:餐品安全卫生对满意度有最显著的重要影响,其次是服务水平、订餐管理和餐品质量。其中,保质期在安全卫生方面影响效应最大,送餐时间在服务水平中影响效应最大;餐品质量潜变量中,餐品营养价值和口味影响效应较大。     

Travel-to-work and subjective well-being: A study of UK dual career households

This article contributes to our understanding of the interaction between travel-to-work, time-use, and subjective well-being among full-time men and women in dual career households. Findings from empirical investigation of the British Household Panel Survey (1993–2009) identify comparable overall time-use (combined commutes, working hours/overtime, housework, and (ill/elderly) care) between genders, however the distributions are distinct. Women report shorter commutes and working hours/overtime, but lengthy housework. Among men lengthier commutes generate dissatisfaction, while the presence of dependent children reduces satisfaction with leisure indicative of the impact of chauffeuring. Women’s relationship with travel-to-work appears more complex. Women remain car dependent. Meanwhile, both short and long commutes generate dissatisfaction. Findings indicate short commutes among mothers which reduce satisfaction with leisure time, reflecting multi-activity journeys including the school run. The evidence is indicative of inequality in the household division of labour limiting women’s temporal and spatial flexibility and reducing satisfaction with leisure time.     

Examining the effect of salesperson service behavior in a competitive context

While few scholars debate the importance of doing things to improve the quality of the buyer–seller relationship, little is known about what salespeople can do after the point of the initial sale to enhance customer satisfaction and trust. On the basis of extensive exploratory interviews across professional selling domains, this research develops a set of behaviors, referred to here as “salesperson service behaviors.” Using data gathered from 358 customers, the authors empirically demonstrate the effect of these behaviors on customer satisfaction and trust and, ultimately, on an objective measure of customer share of market. The authors develop a competitive model that uniquely features customer evaluations of competing sales representatives. The results indicate that these salesperson service behaviors are important in building trust and customer satisfaction, which in turn lead to increases in customer share of market.     

基于工作满意度的人力资源人员工作倦怠干预研究——以南京为例

通过496份有效问卷统计的数据,得出人力资源人员工作倦怠与工作满意度的现状。相关分析及回归分析表明,人力资源人员工作满意度对工作倦怠具有影响和预测作用。在实证分析的基础上,提出了提升人力资源人员工作满意度,进而对其工作倦怠在职业生涯化、培训有效化、薪酬合理化、福利人性化以及部门内部协作化等方面进行干预的对策。     

Perceptions of assortment variety: The effects of congruency between consumers’ internal and retailers’ external organization

This research shows that consumers’ perceptions of variety and satisfaction are dependent upon how the assortment is organized, both internally by the consumer and externally by the retailer. The results of three laboratory studies indicate that for familiar categories, congruency between a consumer's internal categorization structure and the external store layout leads to higher perceptions of variety and higher satisfaction with product choices, while for unfamiliar product categories, congruency between shopping goals and external structure leads to lower perceptions of variety but increased satisfaction with the store's assortment. However, if retailers institute external category filters congruent with consumers’ internal shopping goals that allow them to bypass products, consumers have both lower variety perceptions and satisfaction with the assortment offering.     

住宅商品房 开发方案的CSI评价

对住宅商品房的顾客需求结构进行了分析, 并对基于住宅商品房开发方案的顾客满意度（ Ｃ Ｓ Ｉ） 评价提出了基本实施步骤的构想     

企业服务利润链中的顾客满意度提升策略

本文以提升顾客满意度为研究目标，以服务质量、员工满意度、顾客忠诚度、企业获利能力为主线，提出了提升员工满意度、提升顾客的个性化服务、建立优秀的企业文化、完善服务补救措施等四个策略，并相应提出了具体措施。     

Nepotism as a Dilemma for Managing Human Resources Overseas

This exploratory study explored the impact of nepotism practices on employees, management, and organizations in two overseas countries: Egypt and Jordan. Results indicated that nepotism practices have a negative impact on employees, management, and organizations. This negative impact has led to employees' absenteeism/turnover, management disappointment/frustration/stress, and organization ineffectiveness.     

人性化护理在功能性子宫出血患者中的应用效果

目的探讨人性化护理在功能性子宫出血患者护理中的应用效果。方法选取我院2010年1月至2014年1月收治的128例功能性子宫出血患者进行分析,随机将其分为两组,观察组患者采用人性化护理,对照组患者采用常规护理。观察两组患者的临床护理效果以及患者满意度。结果观察组患者临床症状消失时间和贫血发生率均明显优于对照组(P<0.05);观察组患者护理满意度明显高于对照组(P<0.05);且观察组患者护理后其焦虑、抑郁、疼痛指数均明显低于对照组(均P<0.05)。结论采用人性化护理对功能性子宫出血患者进行护理,能有效改善患者的临床症状,同时可提高患者的满意度。