Equity ownership and management control in Sino-foreign joint venture hotels

This article investigates the ownership-control relationship among China international joint ventures in the hotel industry. The findings indicate that equity ownership by foreign partners strongly affects their control over staffing and strategic management activities. This relationship is robust among hotels of different size and star ratings. However, these relationships, though they are not as strong as suggested, can be mediated by country effect. Foreign partners from Hong Kong, Singapore and Japan tend to acquire higher level of ownership and control on joint venture hotels in China, whereas foreign partners from the United States, Canada, and Europe are not.     

消费者满意度实证研究——以网络自助服务类型为研究枢轴

研究以五种网络自助服务类型为调查样本,分别比较它们在消费者满意度上的差异性,并以风险承担态度与信任态度做为干扰变数.结果发现:消费者满意度的影响因子分别为系统品质、信息品质、服务品质,转换成本对于交易性质的WBSS较敏感,对于转换成本较低的WBSS有较高的消费者满意度,但对于服务性质的WBSS则较不敏感;不同的网络自助服务在消费者满意度构面上有显著的差异;而风险承担与信任态度皆对消费者满意度有干扰效果,消费者在不同的WBSS中,其风险承担态度对满意度有部分显著影响,只有系统品质构面显著,其信任态度对满意度有部分影响,只有信息品质构面显著.通过对消费者使用满意度的实证研究,以期为网络自助服务的和谐发展提供有益的路径指引.     

Format development and retail change: supermarket retailing and the London Co-operative Society

This article argues that students of retail history need to give more attention to the idea of the retail format. Employing a conceptualisation of the format recently presented in contemporary retail studies, it reveals the importance of so-called ‘offering’ and ‘know-how’ components to a fuller understanding of the development of the supermarket format in post-war Britain. Supermarket development is shown to be affected by, and itself impact on, a complex interplay of factors. Arguments presented in the article are supported by a detailed examination of supermarket development at the London Co-operative Society between 1960 and 1965. The paper thus also contributes to our knowledge of the history of co-operative retailing in the post-war period.     

A perceived reliability-based customer satisfaction model in self-service technology

Technical reliability of self-service technologies (SSTs) has been found to be a strong determinant of satisfaction with tech-enabled services. Yet, the interpretation of the factors affecting reliability and its subsequent influences on customer satisfaction (CS) with SSTs is inadequate. The purpose of this investigation has, therefore, been to demarcate a model to fulfill the gap with an empirical examination, and accordingly a model was developed and tested by applying a global structural equation model. The model results of banking SST users specify how the reliability of SSTs is perceived by the users. The findings have reported that the best predictor of perceived reliability (PRe) is perceived security followed by perceived control. Surprisingly, no significant impact of perceived ease of use was found on PRe. The research also attempted to shed light on the influence of PRe on perceived risk, technology trust, and CS in the light of technology-enabled self-service.     

自助银行系统的设计

本文结合自助银行系统设计与建设过程中的具体经验与体会,分析探讨了自助银行系统的架构,功能定位与设备配置,选址与内部布局设计,保安与监控措施,日常运行管理方式等问题。     

植物学实验开放自主式教学的探索与实践

为了更好地培养符合社会需求的高素质创新人才,对开放自主式植物学实验教学方法进行了探索和实践。根据专业基础实验课的特点,在植物学实验中采用逐步推进的方式开展开放自主式实验教学,明显提高了学生的实验技能,培养了学生的创新意识和科研兴趣,从而真正实现创造型、创新型、创业型人才的培养。     

我国企业物流外包探因及服务商的关联度

对企业物流外包的主要动因以及企业对现有物流外包业务满意度的实证分析表明,我国企业物流外包的主要动因按重要度依次是:提高物流服务速度、降低成本、降低货损率、提升物流服务稳定性和降低差错率。专注于核心业务并不是目前我国企业将物流业务外包的主要动因。现阶段我国第三方物流企业的服务并不能很好地满足企业对提高物流绩效及降低成本等主要动因的要求,这是阻滞企业将物流外包的主要原因。     

Impact of co-production on consumer perception of empowerment

Service-dominant logic emphasises the customer role as co-creator of value. However, there is little empirical evidence of how customers perceive and experience value co-creation from participation in service co-production. The internet and interactive websites have increased the potential for consumers to engage in co-production through increased self-service which is acknowledged to contribute to consumer empowerment. The paper explores empirically the impact of service co-production via web technology on consumer perceptions of e-empowerment. Findings suggest that e-empowerment is multidimensional comprising empowerment and disempowerment dimensions. The paper makes several contributions to services theory. Variable co-production leads to different types of empowerment/disempowerment. Value-in-use can be perceived as process value and outcome value. The findings challenge the assumption that co-production naturally leads to co-creation of value. Co-production can be a double-edged sword: for some it can be value-enhancing, whereas for others it can be value-destructing. The paper notes several implications for practice.     

国外自助服务补救研究述评

随着信息技术和网络技术的普及,自助服务得到广泛应用,与此同时,自助服务中的服务失误现象也屡见不鲜。由于自助服务的本质和特性决定了自助服务中补救主体是多元的,如企业补救、联合补救和顾客补救。在企业补救情形下,除了传统事后补救外,还可以通过服务保证来进行;联合补救是企业和消费者共同参与补救;顾客补救是自助服务补救中的特有现象,主要影响因素有自助服务科技因素、消费者因素和情境因素。今后应进一步加强自助服务情境下独特的补救策略、顾客参与自助服务补救的研究,并改进和完善研究方法。     

关系维持对顾客与自助服务技术关系构建倾向的影响

近年来,大数据、互联网、人工智能的应用推动了自助服务技术的快速发展,传统的顾客与服务人员的互动越来越多地转变为顾客与自助服务技术的互动。能否依靠顾客与自助服务技术的关系促进顾客持续使用,已经成为自助服务营销成败的关键。为阐明自助服务关系维持策略对顾客构建关系倾向影响的作用机制,基于社会交换理论和关系营销理论,以旅游网站为研究对象,选取536名在线自助游顾客作为被试进行实证研究。研究发现,旅游网站资源互补性、服务质量、新颖性的相互作用构成关系维持策略,关系投资和关系质量是关系维持策略对顾客构建关系倾向影响的完全中介变量。因此,旅游网站为更好地与顾客构建关系,一要注重关系维持策略在顾客关系管理中的应用,注重资源互补性、服务质量、新颖性等使用价值的增强与完善,这是促使顾客持续使用网站旅游服务资源的核心与关键;二要注重关系维持策略的整体性和系统性,从提供完整服务包的角度出发,对资源互补性、服务质量和新颖性进行运营管理,传统网站新服务项目的开发以及新兴网站旅游资源的建设已经成为目前旅游网站吸引顾客的关键;三要注重关系维持策略的营销,将营销宣传的关注点从形象宣传转向功能宣传,通过加强顾客对关系维持策略中资源互补性、服务质量和新颖性的功能认知,增强顾客对旅游网站关系投资和关系质量的感知,进而提高顾客与旅游网站构建关系的倾向。