好的表演需要好的观众——顾客察觉准确性在员工情绪劳动影响中的作用

基于385对顾客和员工的问卷调查的配对数据,考察了员工的情绪劳动如何影响顾客的信任和忠诚,以及顾客察觉准确性在其中的调节作用。研究结果表明员工的深层表演会促进顾客的信任,进而促进顾客忠诚;顾客对深层扮演的高察觉准确性会加强员工的深层扮演与顾客信任之间的正向关系,而当顾客对表面扮演察觉准确性低时,员工的表面扮演会对顾客信任有正向的影响;顾客的深层/表面扮演察觉准确性加强了深层/表面扮演、顾客信任和忠诚之间的中介效应。研究帮助从情绪的视角更好地理解服务情境中信任的前因变量,发现顾客的察觉准确性在情绪劳动影响过程中的重要作用,有助于服务企业从情绪劳动的角度来建立顾客信任和忠诚。     

顾客满意度的价值探析

本文从满意度的最新研究进展中对满意度的价值进行探析,将顾客满意度的研究文献分为三个方面：直接体现、间接体现与影响因素研究,并据此提出提升顾客满意度的策略,为企业管理提供借鉴。     

社会网络分析在市场营销学中的应用

作为一种日益成熟的研究范式,社会网络分析已经引起了多个学科的关注和应用,也为市场营销学提供了崭新的思想、方法和借鉴工具。文章首先阐述了社会网络分析的基本思路,在此基础上比较了社会网络分析的两种具体研究方法——自我中心网分析和整体网分析。讨论了社会网络分析在市场营销学的应用,重点指出了社会网络分析在发掘意见领袖和重估顾客价值方面的独特作用。对社会网络分析在市场营销学中的应用进行了简要评述,并指出了其局限性。     

工作家庭冲突对饭店女性员工顾客导向影响实证分析

工作家庭冲突对员工工作和家庭行为都具有显著的影响。针对高星级饭店女性员工的实证调查表明,家庭对工作的干扰和工作对家庭的干扰都会导致员工出现情绪衰竭和情感疏远的倾向,进而削弱员工的顾客导向。因此,饭店管理者需要从设计弹性管理策略和系统构建家庭支持方案入手,缓和员工工作和家庭之间的冲突,目的在于同时提升员工的工作绩效和主观幸福感。     

以企业文化为导向的星级酒店CRM的实证研究

酒店业的高速发展以及顾客的期望值不断提高,如何利用CRM系统来提升客人的满意度,以达到提升酒店竞争力是酒店需要关注的,本文对客户关系管理(CRM)理论研究和国内星级酒店CRM中存在的问题进行分析,最后以三亚丽思卡尔顿酒店基于企业文化创建的CRM系统值得我国国内酒店学习和借鉴。     

Trade credit and the joint effects of supplier and customer financial characteristics

We examine how access to bank credit affects trade credit in the supplier–customer relationships of U.S. public firms. For identification, we use exogenous liquidity shocks to supplier firms in the form of staggered changes to interstate bank branching laws. Using a variety of tests, we show that supplier firms with greater access to banking liquidity offer more trade credit to their customers. We also show that when bank branching restrictions are relaxed in the supplier’s state, the supplier–customer relationship is more likely to survive.     

Price Discrimination with Private and Imperfect Information

In this paper, I investigate the competitive and welfare effects of the improvements in information accuracy in markets where firms can price discriminate after observing a private and noisy signal about a consumer's brand preference. I show that when firms believe that consumers have a brand preference for them, then they charge more to these consumers, and this price has an inverse U‐shaped relationship with the signal's accuracy. In contrast, the price charged after a disloyal signal has been observed falls as the signal's accuracy rises. While industry profit and overall welfare fall monotonically when price discrimination is based on increasingly more accurate information, the reverse happens to consumer surplus.     

Empowering the new traveller: storytelling as a co-creative behaviour in tourism

The work proposes a theoretical and empirical model that investigates how storytelling is a powerful co-creative behaviour in tourism. The contribution takes a step forward from the classical theories on co-creation and develops the case where consumers act almost independently from traditional brands. The empirical study adopts an interpretive approach to analyse online travel reviews. Data are interpreted through Yi and Gong's model on consumer value co-creation behaviour [(2013). Customer value co-creation behavior: Scale development and validation. Journal of Business Research, 66, 127], the Phase dynamics theory of travel epiphany behaviour [Woodside, A. G., & Megehee, C. M. (2010). Advancing consumer behaviour theory in tourism via visual narrative art. International Journal of Tourism Research, 12(5), 418–431], and the Archetype theory [Woodside, A. G., Sood, S., & Miller, K. E. (2008). When consumers and brands talk: Storytelling theory and research. Psychology & Marketing, 25(2), 97–145]. The study indicates that storytelling behaviours in value co-creation activate a ‘customer delight' response, which is an affect-based construct.     

中国邮储银行大连分行网点转型下客户服务模式创新研究

随着社会大众对金融服务的要求不断增多,银行网点转型已经成为一个必然趋势。信息时代背景下,银行网点的转型大多向智能化的方向转变,而随着网点转型,其客户服务模式也在不断创新。论文以邮储银行大连分行为例,对银行网点智能化转型的影响进行了分析,探究了邮储银行大连分行网点智能化转型存在的问题,并且提出了相关的转型建议,最后对邮储银行大连分行智能化网点转型下客户服务模式的创新情况进行了研究,希望能够在银行网点智能化转型的背景下,促进其客户服务水平的不断提升。     

工业锅炉煤改气客户细分模型及其应用——基于层次分析和熵权修正的模糊综合评价理论

煤改气是加快调整工业锅炉能源结构、改善大气环境质量的重要措施之一。燃气运营商欲开拓工业锅炉煤改气市场，应正确辨别终端市场客户的类别。从行业特性、企业特性、锅炉状况和客户开发潜力4个方面构建工业锅炉煤改气客户细分评价指标体系，用AHP－修正熵组合赋权方法确定评价指标权重，建立工业锅炉煤改气客户细分模型并开展应用。评价结果兼顾客观属性与主观偏好，符合客观实际，可为燃气运营商开展差异化管理，采取多元化营销模式提供决策依据。