Achieving brand and dealer loyalty: the case of the automotive industry

The analysis shows that customer satisfaction can be considered the central determinant in all phases of the contact chain. Multi-dimensional recording of customer loyalty reveals clear differences in the interactions, first, with brand loyalty and, second, with dealer loyalty. In contrast to the opinion widely held in practice, customers in the automotive sector definitely do not perceive the brand and the dealer as one unit. Since similar studies in different countries come to almost the same conclusions, it can be argued that the results are valid in several cultural settings. The results obtained are so fundamental that they can be translated into implications even by internationally operating companies.     

The Theoretical Domains of Retailing Research: A Retrospective

In a previous review article [Brown, James R. and Dant, Rajiv P. (2008a), “Scientific Method and Retailing Research: A Retrospective,” Journal of Retailing, 84 (April), 1-13], we had discussed the substantive domains, the methodological approaches, and the inferential tools that researchers used to test their conceptual frameworks in 164 articles published in the Journal of Retailing during 2002-2007. In this article, we continue this introspective process, by reviewing the theories used in 173 articles published in the Journal of Retailing in the 2004-2009 (to Issue 2) time period, and classifying those theories according to their application to various substantive issues. A total of 119 different theories were used across these 173 articles, which we sub-grouped into twelve broad-based theoretical categories: (1) marketing theories, (2) microeconomic theory, (3) consumer choice theory, (4) social exchange theory, (5) information processing theory, (6) satisfaction theory, (7) reference price theory, (8) competitive theory, (9) attribution theory, (10) other psychological theories for individuals, (11) other social psychological/sociological theories, and (12) other theories. We also examine the methodological approaches and tools used to test those theories. A number of research gaps are identified for future retailing scholarship.     

Ecotourism experiences reported online: Classification of satisfaction attributes

This study proposed a quantitative method for evaluating ecotourism experiences reported online by U.S. travelers to Costa Rica. The user-generated content (UGC) used in this study was 373 reviews extracted from TripAdvisor^®. By applying the content analysis technique, 26 attributes that influence ecotourists’ satisfaction with their ecolodge stays were identified and further aggregated into seven categories: ecolodge settings, room, nature, service, food, location, and value for money. A two-step non-parametric statistical procedure was developed to quantitatively support the classification of attributes into satisfiers, dissatisfiers, criticals, and neutrals, the typology first proposed by Cadotte and Turgeon [(1988). Dissatisfiers and satisfiers: suggestions from consumer complaints and compliments. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1(1), 74-79]. The proposed procedure is considered an original contribution of the article to the literature. The authors hope that the results from this study can be useful to ecolodge managers to evaluate performance in critical areas and develop strategies to maximize customer satisfaction through better utilization of limited resources.     

Dimensions and correlates of consumer value: An application to the timeshare industry

The concept of consumer value has been hailed as the “very underpinning” of marketing, yet the concept has been subjected to limited empirical research, particularly in the hospitality industry. This study investigates the value that consumers derive from ownership of timeshare holiday products. A total of 785 people answered questions regarding their background, timeshare ownership, valuing of timeshare, and satisfaction with timeshare. Confirmatory factor analyses showed consumer value to be a multi-dimensional construct comprising opportunities for relaxation, gift-giving, status, quality, flexibility, fun, new experiences, and financial benefits. These value dimensions varied with other factors such as type of timeshare ownership (e.g., weeks, points).     

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。     

Creativity and Growth in: Edmund Phelps (2013), Mass Flourishing. How Grassroots Innovation Created Jobs,Challenge and Change

This article reviews the thesis presented by Edmund Phelps, Mass Flourishing. How Grassroots Innovation Created Jobs, Challenge and Change (Princeton University Press, 2013) that modern economic growth is an indirect outcome of human creativity, and that the object of enlightened policy ought to be to promote this creativity, or flourishing, rather than economic growth per se. The book is a remarkable contribution to the literature on economic growth, with its focus on how entrepreneurship and innovation generates endogenous growth and, more importantly to the author, improves human satisfaction.     

非战争军事行动装备保障资源调配模型

本文基于对非战争军事行动装备保障问题的研究,对非战争军事行动装备保障资源调配中存在问题和建模的影响因素进行了分析和描述,采用DSCP方法对保障资源调配决策进行建模,并给出了案例分析。     

博物馆数字化展示现状公众满意度实证研究——以中国湿地博物馆为例

本文以博物馆数字化展示为切入点,以中国湿地博物馆为例,在分析其现状的基础上,通过问卷调查、相关性分析、主成分分析、聚类分析等方法探讨公众满意度的研究方法,并提出优化建议。     

小企业融资满足率模型的构建和实证检验:1998-2009

融资满足率是客观反映小企业的扶持政策和措施实施效果的有效指标。本文一改以往研究基于问卷调查的统计方法,以当前我国小企业融资市场结构为基础,从宏观角度建立小企业融资满足率模型,并利用1998-2009年的数据进行测算,结合我国现状,检验分析此期间的小企业融资政策有效性,从而给出相应的政策建议。     

我国服务型企业的顾客满意战略研究

当今市场竞争已进入顾客导向时代,在服务型企业中实施正确科学的顾客满意战略尤为重要。本文阐明了顾客满意战略管理的概念和内涵,揭示了我国当前服务型企业在实施顾客满意战略管理过程中存在的问题和难点,最后提出我国服务型企业顾客满意战略的实施途径和措施。