Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction

This article studies service quality and customer satisfaction in a context of multi-channel service distribution. The objective is to identify quality factors influencing the overall satisfaction of a multi-channel customer. A quantitative study was conducted among 445 customers mainly targeted on users of the traditional physical channel and online channel of a French retail bank. Using structural equation models with AMOS, the results show that perceived service quality in the virtual channel, perceived service quality in the traditional channel, and multi-channel integration quality have a positive influence on the overall satisfaction of the multi-channel customer.     

The effect of multi-channel service quality on mobile customer loyalty in an online-and-mobile retail context

The main purpose of this study is to explore the effects of multi-channel service quality on mobile customer loyalty in the context of online-and-mobile retailing. A research model is proposed based on previous service quality literature. Data collected from 102 respondents in Taiwan are tested against the research model using the partial least squares (PLS) approach. The results indicate that tangibility, responsiveness, and empathy in electronic service (e-service) affect mobile service (m-service) customer loyalty both directly and indirectly through their m-service counterparts. The findings of this study provide several important theoretical and practical implications for multi-channel retailing management.     

基于宽带DRFM的雷达面目标回波模拟技术

针对跳频雷达高度表大地面目标回波信号的模拟,提出了一种基于宽带数字射频存储(DRFM)技术的实现方案。首先介绍了1.2 GHz带宽、3 GHz采样的宽带DRFM组件硬件平台,然后重点叙述了基于DRFM技术的雷达高度表大地面目标回波模拟的算法设计方案,通过采用多路并行处理、多相滤波、正交调制等技术实现了数字下变频、目标回波特征调制、数字上变频等关键算法,最后给出了算法仿真和硬件调试结果,验证了算法的正确性和有效性。该方案已成功应用到某宽带跳频雷达高度表大地面目标回波模拟系统的设计中。     

基于声音-压力的多通道角钢材质检测系统硬件设计

针对角钢材质混料造成的错用型号现象,利用不同材质角钢具有不同的冲孔声音和剪切压力的特性,研发了多通道角钢材质检测系统。首先通过分析角钢加工过程中的检测原理,给出了角钢材质检测系统的设计框图;其次给出了硬件系统总体电路图,选择了硬件型号,合理布置了前面板接口和内部线路,且对声音-压力多通道角钢材质检测系统硬件进行了封装;最后,配合软件系统进行了现场安装测试。结果表明,该硬件系统能够完成多通道信号采集、处理、分析、识别等在线检测工作,对于提高角钢的材质检测效率具有参考价值。     

Designing multi-channel technologies – the mediating role of risk perceptions

ABSTRACT

The integration of online and offline distribution channels has become a major topic in practice and research. Several studies reveal beneficial outcomes for retailers if consumers use multiple channels. Therefore, many retailers offer multi-channel technologies (MCTs), i.e. click & collect, check & reserve and the availability check, which encourage this behavior. However, research is still sparse on how retailers should design these MCTs to provide the highest usefulness for consumers. Our study thus analyzes the impact of different MCT design characteristics on consumers’ perceived usefulness of these MCTs. Moreover, we examine how consumers’ perceived time and product availability risk mediate these effects. The results show that some MCT design characteristics exhibit the expected positive impacts on consumers’ perceived usefulness of the MCTs, while others seem to be less relevant and even counterproductive. In particular, a certain (vs. unspecified) product pick-up time and a high (vs. low) displayed inventory status lead to a higher perceived usefulness of the MCTs via the two risk dimensions. However, the immediate (vs. delayed) confirmation of product reservations does not have any positive effects. In fact, it even decreases the perceived usefulness of click & collect. These findings provide implications for the design of MCTs.     

传统品牌与网货品牌竞争下的多渠道供应链定价研究

基于传统制造商品牌的双渠道供应链,引入网货品牌的网络直销渠道,构建了两个品牌竞争下的多渠道供应链定价模型。并考虑了两条网络渠道的双重搭便车行为,通过Nash博弈得到供应链成员在分散和集中式决策下的均衡策略。研究表明各博弈方的最优定价和利润是关于渠道间及品牌间交叉价格弹性系数的增函数,且渠道竞争的影响显著于品牌竞争;两个制造商的搭便车行为与自身的最优定价和利润呈正相关,但它们的相互影响取决于直接价格弹性系数;搭便车行为对零售商是不利的。最后采用价格加成契约来协调多渠道供应链,以弥补分散决策下双重边际效应带来的损失。     

Multi-channel store image and the effects on purchase intention

Consumer practices of purchasing goods and services through multiple channels versus a single channel have become common and reflect a change in purchase behaviours. This study identifies six dimensions of the multi-channel store image and proposes that they have positive effects on purchase intention and consumer characteristics moderate the relationship. A survey questionnaire was developed and administered to shoppers of two bookstores in Taiwan. A structural model tested the direct effects of the multi-channel store image on purchase intention, and that the moderating effects of consumer characteristics. The results suggest that four of the six dimensions – financial concern, psychosocial concern, time and convenience, and usefulness influence purchase intention. Consumer characteristics (age, gender, education, occupation) did not moderate the relationship.     

基于ActiveX的多通道数据曲线编辑控件的实现

讨论了在数据采集中的多通道的数据曲线显示技术，提出了一个基于ActiveX的数据曲线编辑控件LabCurve.ocx的具体实现方法。     

群信号信道化技术实现方法的仿真与分析

针对群信号中有用子信道信号检测和解调难度较大的问题,通过分析均匀数字滤波器组分析器的基本型,提出了将多相结构和奇偶分路应用于群信号信道化技术的方法。仿真结果表明,这两种方法都有效降低了算法复杂度,而奇偶分路法进一步提高了算法的运行效率,目前已通过硬件实现。     

基于FPGA的多通道HB6096航空总线接口设计

使用VHDL硬件语言,在FPGA内部每个总线通道设计一个状态机, 各通道对应配置独立缓存,实现多通道HB6096航空总线数据收发。对制成品进行测试,结果 表明设计合理可靠,模块工作稳定。该设计方法立足于国产化思路,提高了硬件集成度及数 据处理效率,降低了成本,对国内同类航空总线接口国产化设计具有参考作用。