The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels

Drawing on service encounters and experiential marketing theories, this study examined the relationship between geriatric service, memorable experience, emotional intelligence, and senior customers' attitudinal and behavioural responses. The research was conducted at geriatric hotels in Portugal. The results showed that, compared to impersonal encounters, employee service has a significantly greater effect on customer satisfaction, memorable experience, and customer loyalty. In addition, customers' memorable experiences mediated the relationship between different service encounters and organisational outcomes. However, customers’ emotional intelligence had minimal effects on these relationships. The discussion and implications of these findings are offered to researchers and practitioners.     

When can interaction orientation create more service value? The moderating role of frontline employees' trust in managers and employee deep acting

Despite the well-recognized importance of interaction orientation, limited studies have investigated its boundary conditions from the frontline employees' perspective. To address this issue, this study investigates the effect of interaction orientation in service value creation and identifies hierarchical trust and deep acting of frontline employees as two moderators. This study conducts a moderated regression analysis for hypotheses testing using a triadic data set of 2090 responses from managers, frontline employees, and customers of 209 firms. The findings show that interaction orientation has no effect on service value. Rather, interaction orientation contributes to perceived service value only when frontline employees have higher trust in their managers or when employee deep acting is high. The value of this study is in revealing the contingencies of interaction orientation on service value. It offers managerial implications that firms should build high trust in managers and encourage deep acting among frontline employees when implementing an interaction orientation strategy.     

In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?

Integrating social exchange and psychological contract theories, this study examines how perceived service-oriented high-performance work systems (service-oriented HPWS) augment high-contact service organizations to improve their service encounter quality. In addition, it also tests the impact of psychological contract fulfillment, innovative work behavior, and prosocial service behavior as parallel and serial mediating variables in the relationship between service-oriented HPWS and service encounter quality. Using survey data collected in three-time lags from 394 full-time frontline employees and their customers across high-contact service contexts, direct and indirect effects of service-oriented HPWS on service encounter quality were tested employing structural equation modeling. The results revealed that service-oriented HPWS is positively associated with service encounter quality via psychological contract fulfillment, innovative work behavior, and prosocial service behavior. The study contributes to the extant literature by integrating social exchange and psychological contract theories in explicating the impact of service-oriented HPWS on service encounter quality.     

Daily relationships between customer incivility,organizational control,self-efficacy,and service performance

Despite increasing research regarding the buffering conditions of customer incivility, little attention has been paid regarding how firm-driven tactics can serve as buffers between customer incivility and work outcomes. To fill this gap in the literature, our research assessed the relationship between daily customer incivility, next-morning self-efficacy as it related to next-day service performance, and the cross-level moderating effect of perceived organizational control. Using the experience sampling method, we collected diary data from 135 South Korean service employees over five consecutive working days. The results of our multilevel analyses showed that customer incivility from one day had a significant indirect effect on next-day service performance through next-morning self-efficacy. Employees’ perceptions of behavior-based organizational control mitigated the negative relationship between daily customer incivility and next-morning self-efficacy. However, perceived outcome-based organizational control did not moderate the daily customer incivility-self-efficacy relationship. These findings suggest that managing service employees with behavior-based control is more effective than using outcome-based control when helping them cope with daily customer incivility.     

平台自治的监管问题研究——以平台的双重身份为视角

平台自治在市场监管中具有双重作用,即其自身作为监管链条的关键一环发挥主动性,同时作为监管中介为公共部门的市场监管提供支持。在此种机制下,平台自治对监管政策 构成了挑战。一方面平台自治有可能抑制创新;另一方面平台自治因其超前于监管政策的更新也会引发与现有监管政策的冲突。因此,对平台自治的监管路径需要思考,既要发挥平台自治的优越性,又要规制其限制竞争的行为。国家监管政策的着力点也需要相应调整,在监管政策上要从对平台用户的直接监管转向为平台制定自我监管的指导;同时需要规范平台技术,以技术监管促进监管目标的实现。面对平台经济的组织模式和技术在监管中日益深刻的作用,需要坚持“网络中立性”原则和平台规则透明度原则,实现监管政策与平台自治的协调。     

外军数据链与武器平台一体化设计的进展与发展经验

<正>加入WTO强化了"以外促内"、"以开放促改革"的作用,不仅使中国获得了两个市场、两种资源,更广泛地融入全球产业分工,更重要的是为我们借鉴国际成功经验,选择适合国情的发展模式创造了条件。中国企业应在深化对外开放中壮大自己。     

中国旅游服务贸易竞争力影响因素的实证分析

改革开放以来,中国旅游服务贸易快速、健康发展,旅游服务贸易竞争力越来越强,但与世界旅游强国相比仍有很大差距。本文对中国旅游服务贸易竞争力的影响因素进行了分析,实证分析的结果表明:中国旅行社数量对提高旅游服务贸易竞争力有促进作用;旅游交通对中国旅游出口收入有显著影响,其影响力要大于旅游产业组织的影响;中国的旅游人力资源状况对于旅游服务贸易竞争力的影响不显著。在此基础上,文章提出了相关的政策建议。     

Airline customer satisfaction and loyalty: impact of in-flight service quality

The purpose of this study was to investigate the impact of the in-flight service quality on airline customer satisfaction and loyalty. This study analyzed the data from passengers of two classes: prestige (business) and economy. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. In the case of the prestige class, there were six service quality factors of importance: alcoholic and non-alcoholic beverage, responsiveness and empathy, reliability, assurance, presentation style of food, and food quality; while the economy class showed five important service quality factors: responsiveness and empathy, food quality, alcoholic beverage, non-alcoholic beverage, and reliability. These findings imply that airline companies’ in-flight service should have different delivery strategies based on the customer seat class.     

基于GIS的农产品商务平台开发研究

农产品信息流通不畅、损耗大和交易成本高等问题,是我国农业发展的严重障碍。搭建基于GIS的农产品商务平台,研究其系统设计、GIS数据组织和集成、功能实现和其开发方法等问题,目的是为了利用GIS的存储和处理地理信息的强大能力,共享农产品流通各主体信息、协调各方行为,从整体上优化农产品流通领域的资源配置,提高我国农产品流通的效益。     

Foreign market entry mode of service firms: The case of U.S. MBA programs

While international expansion has become an important strategic imperative on the part of knowledge intensive service firms such as U.S. business schools, little empirical support is available on how these business schools enter foreign markets. If U.S. based business education programs are expected to prosper in light of the potential onslaught of international competition, expansion to overseas markets will be one of the most sought after options available. A poor choice in market entry strategy, or the lack of international market entry, can result in a negative impact on the educational institution. This research focuses on developing, measuring, and empirically testing a framework of key factors influencing international market entry mode choice of U.S. business schools by using primary data from faculty and administrators of U.S. Master of Business Administration (MBA) schools.