World Leisure and Recreation Association International Position Statement on Leisure Education and Youth at Risk

Researchers have noted the utility of the Investment Model in explaining the formation of loyalty. This study extends the Investment Model in a leisure service context by including two additional constructs of quality and value. Quality and value are proposed as antecedents of satisfaction, with their effects on loyalty mediated by satisfaction. Results from an online panel survey of American cruise passengers support these hypotheses. The study provides a model of loyalty building that may shed new insight on loyalty research.     

民营企业员工忠诚度探析

随着我国改革开放的不断深入和经济的快速发展,越来越多的企业开始认识到人才对于企业赢得竞争优势的重要性,如何提高员工的忠诚度已经成为企业管理者共同关注的问题。本文阐述了当前我国民营企业员工忠诚度现状,对目前影响我国民营企业员工忠诚度的因素进行了分析,提出了提高员工忠诚度的方法,以期对民营企业员工忠诚度管理实践提供一定的参考。     

Commitment and Trust as Drivers of Loyalty in Logistics Outsourcing Relationships: Cultural Differences Between the United States and Germany

This study examines differences in loyalty formation within logistics outsourcing relationships between Germany and the United States. A model of loyalty formation on the basis of commitment and trust is developed and differences between Germany and the United States are hypothesized. They are tested based on 795 logistics outsourcing relationships in the two countries using structural equation modeling. The results indicate that these relationships differ depending on cultural traits relating to trust and commitment. The findings are relevant for practitioners and academics as they paint a more globally informed picture of loyalty formation within logistics outsourcing relationships in which to base both managerial decisions and future research.     

基于社会化招聘成熟度模型的“投名状鱼塘”建设

F公司把社会化招聘作为树立最佳雇主品牌形象(EVP)以及建设员工价值体系(EVP)的重要途径,通过社会化招聘达到提升公司内外忠诚度的目的。本研究以中国背景下的外资企业F公司为例,探讨了复杂多变环境下F公司社会化招聘体系的建立以及建立过程中遇到的问题。     

顾客体验、品牌认同与品牌忠诚的关系研究——以苹果手机的青年顾客体验为例

将苹果手机的青年顾客体验分为产品体验、服务体验、情感体验和社会体验四个维度,并在此基础上构建苹果手机青年顾客体验的各维度与品牌认同、品牌忠诚的关系模型。结果表明,苹果手机的青年顾客体验的各个维度对其品牌认同的影响是显著的,而青年顾客的品牌认同在其顾客体验与品牌忠诚的关系中发挥着中介作用,这为相关企业的营销活动提供了启示。     

The Effects of Prior Impressions of a Firm's Ethics on the Success of a Cause-Related Marketing Campaign: Do the Good Look Better While the Bad Look Worse?

ABSTRACT

The exploratory study that is the subject of this paper examines the importance of ten church service and program variables in the decision by members of different age cohorts to join a church. Variables that were investigated included aspects of the worship service; adult, children and senior education programs; and recreational activities. Two additional variables, denominational loyalty and the desire to be part of a spiritual community, were also investigated. Chi-square tests were used to evaluate the significance of each program as well as elements of the worship service. In addition, sources of information that members used prior to the first visit were examined. The most important resource was word-of-mouth. There were 460 respondents who were members of Southern Baptist and Unitarian Universalist churches located throughout the South and Southwest.     

物流服务质量与网购消费者忠诚度的关系研究

基于对国内外传统及基于虚拟环境下的服务质量研究分析，指出了物流服务质量具备多维性和主观性的特点。互联网作为一个全新的消费环境，很可能会导致消费者在物流服务质量感知的内涵上发生变化。因此，对该研究来说，更重要的是从消费者中获取有价值的信息。文中引入电子商务环境下消费者感知物流服务质量的概念，研究其内在构成及相互间关系，进而探讨其对客户忠诚的影响，进行了实例分析验证。     

Customer loyalty through social networks: Lessons from Zara on Facebook

Companies’ escalating investment in social media—in particular, in Facebook—has become reality. However, most firms still do not see social networks as a vehicle for cultivating and winning customer loyalty, but rather as a resource for creating brand awareness. In this article, we offer a different view. By examining fans and non-fans of the Zara brand on Facebook, we discovered that Facebook enhances the relations that increase loyalty via trust, customer satisfaction, perceived value, and commitment. Our results revealed that these relations are stronger for fans of the brand than for non-fans, and suggest that customer satisfaction is the strongest determinant of loyalty. This indicates a new opportunity for marketing managers to achieve customer loyalty: Facebook.     

The effect of social conflict on relationship loyalty in business markets

This study examines the impact of perceived social conflict on existing buyer-seller relationships. The results indicate that as the level of social conflict increases, perceptions about the loyalty of the relationship decrease. Perceived importance of the relationship had no impact on conflict or relationship loyalty. Ramifications of these findings for selling, sales management, and sales training are discussed.