Development of a service continance model with IT service antecedents

This study make provides service marketers, particularly those delivering information technology (IT) related service, with insight to the factors that consumers use when evaluating IT services. We develop a service continuance model that includes the antecedents of the consumer׳s decision to continue using information technology (IT) related services in a B2C service environment. Using data from the smart phone service consumers, a covariance-based structural equation modeling analysis is used to test the research model. Results from our empirical study suggest that the association between service usefulness and service continuation intention is fully mediated by service satisfaction. Though both system-service quality and customer-service quality are positively associated with service satisfaction, consumers of IT related services attach greater importance to system-service quality than to custom service quality. Likewise, the indirect path to service continuation intention is stronger in system-service quality than in customer-service quality. Our findings have practical implication for growing market share in IT related services by recognizing the importance of system-service quality in technology service delivery.     

Examining a hybrid model for e-satisfaction and e-loyalty to e-ticketing on airline websites

In the air transportation industry, web-based marketing has already been widely applied to service frequent customers as well as to attract new ones. The importance of attracting new customers and keeping existing ones loyal to e-ticketing on airline websites is crucial. Accordingly, this study proposes an integrated model for evaluating the effectiveness of airlines' websites from a customer point of view. This model is based on the three perspectives of the marketing mix 4Ps, E-SERVQUAL and Expectancy Disconfirmation Theory. E-marketing and E-SERVQUAL features are divided into three dimensions, specifically information, system and service disconfirmations. The methodology was applied based on Structural Equation Modeling (SEM) and was administered to online customers who carry out e-ticketing via an airline website. The results show that customer disconfirmations have a positive significant impact on overall customer e-satisfaction. The significance of this relationship was more considerable in the service dimension of e-marketing, as well as the system dimensions of E-SERVQUAL and e-marketing. Moreover, overall e-satisfaction was found to mediate the relationship between customer disconfirmations and consumer e-loyalty.     

组织员工授权知觉与员工服务质量关系探析——基于典型相关分析

以国家会议中心各部门的一线服务人员及其所服务的客户作为主要调查对象，259份有效问卷作为样本，利用SPSS20.0对调查结果进行典型相关分析，探析了员工授权知觉与服务质量的关系。结果表明：组织员工授权知觉和员工服务质量之间存在正相关关系，员工对自己工作能力的信心强度和对自己是否拥有工作自主权与独立权的感知程度更能有效的影响到客户对员工服务质量的评价，在提高员工授权知觉的情况下，员工的服务质量会得到提高，并凸显在服务的效率和可靠性这两方面。对一线服务员工进行适当的放权，使其授权知觉水平提高，有利于增强员工自信心，树立员工的责任感和价值感，提高员工服务工作的效率及可信赖性。     

Does Web 2.0 utilisation lead to knowledge quality,improvisational creativity,compositional creativity,and innovation in small and medium-sized enterprises? A sense-making perspective

A few attempts were made to investigate how sense making is triggered through Web 2.0 utilisation and how it enables the accomplishment of key organisational outcomes. The objective of this research is to examine the structural relationship between Web 2.0 utilisation, knowledge quality (KQ) aspects, improvisational creativity, compositional creativity, and small and medium-sized enterprises (SMEs) innovativeness in an emerging market – Malaysia. Built upon sense-making theory, this study proposes that sense making is a progression of four formative constructs. Empirical analyses are based on a sample from SMEs’ top management (N?=?358, response rate?=?21%) using partial least squares approach. The findings indicate that Web 2.0 utilisation influences business entities’ sense-making activities in the way they realise the intrinsic value of knowledge and take action to apply the organisational knowledge. These sense-making activities are conducive to improvisational and compositional creativity of SMEs as well. Contributions, managerial implications, and limitations are discussed.     

Analysis of Consumer Preferences for Quality and Safety Attributes in Artisanal Fruit Juices in Kenya

This study used choice experiment survey data from a random sample of 374 respondents to analyze consumer preferences for quality and safety attributes of artisanal fruit juices in Kenya. Results show that consumers had a positive and significant preference for single fruit juices compared to fruit mixtures, private rather than public inspection of the juices, traceability of fruit origin, and vendor’s health. Additives such as colorants, flavors, and preservatives were not preferred. Consumers were willing to pay premiums of up to 200% for artisanal juices that contain single fruits, lack additives, and are inspected by private agencies. These insights should be incorporated in ensuring that artisanal fruit juice designs comply with food quality and safety requirements. Further, there is a need to license and regulate the artisanal juice preparation and handling and to provide training to the handlers on safety and quality requirements.     

The impact of the social servicescape,density, and restaurant type on perceptions of interpersonal service quality

The purpose of this study was to investigate how density in the servicescape affects the three interpersonal dimensions of Stevens et al., (1995) DINESERV conceptualization of service quality (responsiveness, assurance, and empathy) across various restaurant types. Using the framework of information processing theory, it was predicted that when a customer uses density to evaluate anticipated service quality, the information processing style will vary depending on the restaurant context. For fine dining restaurants and sports bars, it was predicted that customers will use heuristic processing, but would use systematic processing when evaluating a family casual restaurant. A 3 (contextual service norms) × 2 (built density) × 2 (human density) between subjects factorial design was employed. The results identified a three-way interaction between human density, built density, and restaurant type, suggesting that the type of restaurant does indeed matter when considering how density impacts potential customers’ perceptions of a restaurant.     

钢琴演奏中的奏法问题探析

弹出高质量的声音,是实现高水平钢琴演奏的前提和基础,而在声音质量的诸多构成要素中,奏法又是具有决定性、基础性和关键性的一项,它界定了演奏中发音的基本动作方式,在任何时代、任何风格和流派的作品演绎中都具有举足轻重的地位,是作品演奏和研究中不可或缺的重要内容。因此,在进行钢琴艺术的专业研究和学习时,理应对奏法问题给予足够的重视,并做出细致、准确的掌握与表现。     

Key institutions in business and management education research

The authors investigate institutional productivity in business and management education (BME) research based on the analysis of 4,464 articles published by 7,210 authors across 17 BME journals over a 10-year period, involving approximately 1,900 schools worldwide. Departing from traditional disciplinary silos, they examine the BME research field as a whole by including all traditional business disciplinary areas and producing two top 100 rankings, one based on raw number of author publications and the other based on weighted scores reflecting journal quality and coauthorship.     

Effects of perceived product quality and Lifestyles of Health and Sustainability (LOHAS) on consumer price preferences for children's furniture in China

The effects of perceived product quality and orientation toward Lifestyles of Health and Sustainability (LOHAS) on consumer price preferences were studied with the use of survey data of the children's furniture market in two metropolitan cities of China: Shanghai and Shenzhen. Based on the results from a factor analysis and logistic regression, consumers’ perceived product quality of children's furniture was identified as a four-dimensional construct: ‘supplier attributes’, ‘extended product attributes’, ‘basic product attributes’ and ‘environmental quality attributes’. Consumer price preferences were discovered to be negatively influenced by ‘basic product attributes’, but positively influenced by consumer orientation towards LOHAS, gender and education level. In conclusion, China's children's furniture market presents a high-end niche segment with growth potential for both furniture producers and wood material suppliers.