Switching intention model development: Role of service performances,customer satisfaction,and switching barriers in the hotel industry

The intricate relationships among core service and service encounter performances, customer satisfaction, and switching barriers in the formation of satisfaction and switching intention were examined in this study. A field survey was conducted at upper-midscale hotels. The results of the structural analysis revealed that both core service and service encounter performances significantly affected customer satisfaction, and satisfaction completely mediated the effects of service performances on switching intention. In addition, findings from the tests for metric invariances indicated that components of switching barriers (switching costs, relational investment, and lack of alternatives’ attractiveness) moderated the relationships between satisfaction and switching intention. In particular, the role of satisfaction derived from service performances in decreasing hotel guests’ intention to switch is greater when they perceive high switching costs, relational investment, and lack of alternatives’ attractiveness. Based on study findings, theoretical and practical implications are identified and discussed.     

The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics

What is so different about executing service failure recovery in an online environment as in e-tailing?Answering this, the present research points out to the need of considering e-tailing's natural propensity to foster multiple avenues of service failures which are either logistical or non-logistical in nature. Furthermore, given the distant location of the product, e-tailer, and the buyer, e-tailing is posed with risks of ethical transgressions. Therefore, by contextualizing on an Indian e-tailing scenario, we explore how service failure recovery in this challenging setting could be shaped. Justice building failure mitigation strategies such as response speed and compensation emerge to improve recovery efforts, however, apology seems to not work well in establishing justice to drive service failure recovery. Interestingly, an e-tailer's watchfulness toward the strengthening of its online ethics synergistically redeems recovery satisfaction, customer forgiveness, and positive word-of-mouth for the grieving consumer. This synergy can further mitigate the adverse impacts of service failure severity on recovery outcomes. Yet, a consumer having faced a severe service failure instance can have reservations in spreading positive word-of-mouth despite forgiving. Lastly, when considering logistical vs. non-logistical service failure typologies, the synergistic influence of e-tailing ethics and justice over recovery satisfaction becomes very strong in the case of non-logistical service failures.     

Reconceptualizing value creation: Exploring the role of goal congruence in the Co-creation process

As companies gradually shift from the exchange view to the resource integration view, the creation of value also shifts from the customer sphere to the joint sphere. As a result, the customer and service provider are responsible for co-creating value through resource integration. However, it raises the question of whether customers are capable of contributing to the co-creation of value. Our study proposes a framework of how goal congruence plays a pivotal role in the resource integration process between all actors in the joint sphere. When the level of goal congruence between customer and service provider actors is high, it stimulates the exchange of valuable resources from all actors, which leads to the actual experience of co-creation resulting in value-in-use and improves service outcomes, i.e., customer satisfaction and loyalty. Data were collected through a field survey from salon-and-spa customers (n = 530) and PLS-SEM was employed to test the hypotheses and further analysis. The results show that goal congruence impacts customer satisfaction and loyalty through value-in-use. Therefore, suggesting service providers to properly socialize their goals will be a good strategy to increase customer capability to co-create value and ultimately enhance customer satisfaction and loyalty.     

论保险公司的人力资源管理

人力资源管理之所以重要是因为人力资源是保险公司获得可持续性竞争优势和财富的源泉 ,是公司核心竞争力的基础。中国入世 ,中国保险业要想在竞争中占居优势地位 ,就应重视人力资源管理 ,根据人力资源的不可效仿性、高度流动性和溢出性 ,通过持续人力资源开发与培训 ,建立市场经济体制下的用人机制 ,采取有效的员工激励机制 ,使员工各尽其能为公司做出最大贡献 ,最终确立保险公司的核心竞争优势 ,实现保险公司的可持续稳定发展。     

Mix between Satisfaction and Attributes Destination Choice: A Segmentation Criterion to Understand the Ski Resorts Consumers

This study examined the attributes prioritized by tourists when choosing a winter sports destination and their degree of satisfaction with the services provided by Portugal's only ski resort. Two hundred tourists completed a questionnaire with factor analysis then deployed to extract the data that served as the basis for cluster analysis. Our results report discrepancies between the attributes valued by tourists when choosing winter sports destinations and their degree of satisfaction with the ski resort's services. Moreover, the combination between attributes/motivations prevailing in destination selection and the subsequent satisfaction with the services provided may generate information of relevance to evaluating organizational competitiveness. Copyright © 2014 John Wiley & Sons, Ltd.     

An Empirical Analysis of Synthesizing the Effects of Festival Quality,Emotion, Festival Image and Festival Satisfaction on Festival Loyalty: A Case Study of Macau Food Festival

This study aims to examine the interrelationships among the festival quality dimensions, festival quality, emotion, festival image, festival satisfaction and festival loyalty. Analysis of data from 454 attendees in the 12^th Macau Food Festival indicates that the proposed model fits the data. The result of this study will assist festival management in developing and implementing market‐orientated service strategies to increase quality and image, and enhance the emotion and satisfaction of attendees in order to attain their loyalty toward food festivals. Copyright © 2014 John Wiley & Sons, Ltd.     

农村基本公共服务农户满意度影响因素研究 ——基于Logistic-ISM模型

农村基本公共服务农户满意度对促进农村基本公共服务的可持续健康发展具有重要意义。基于496份调查数据,运用多元有序Logistic模型和ISM模型分析了农村基本公共服务农户满意度的影响因素及各影响因素间的关联关系和层次结构。结果显示,农户满意度受年龄、文化程度、家庭年收入水平、政府投入力度、政府监管力度、政府人员服务态度、农户参与度和对基本公共服务的了解程度等8个因素影响。因此,建立信息披露机制,完善政府投入机制,加强政府监管力度,有助于提升农户对农村基本公共服务的满意度。     

The demand for and the supply of distribution services: A basis for the analysis of customer satisfaction in retailing

This paper brings together two bodies of literature. One of them is a literature on the special role of the consumer in retailing. The other one is the literature on customer satisfaction. This joining of literatures is accomplished by identifying distribution services as outputs of retail firms and fixed inputs into the production functions of consumers and relaxing the standard assumption that the demand for these services is always equal to the supply of these services. The result is a new conceptual framework for the analysis of customer satisfaction in retailing. This framework extends the basic ideas on customer satisfaction developed for manufacturing in a homogeneous single product setting to the heterogeneous multi-product setting relevant for many retailers. The paper illustrates one approach to the implementation of this framework with data for a set of supermarkets in Pamplona, Spain, that measure distribution services by asking consumers questions explicitly identifying these services. The five main categories of distribution services identified by the conceptual framework and measured in the data are economically important and statistically robust determinants of customer satisfaction with supermarkets. These results are obtained controlling for other variables typical of the customer satisfaction literature and measuring customer satisfaction in a manner consistent with that literature. The results are robust to corrections for sample selection and alternative estimation methods. Perhaps our most interesting novel result is that the effect of the determinants of customer satisfaction on future purchase intentions in the supermarket case is different when measured directly in a one stage process than when measured indirectly in a two stage process through the attributes/satisfaction/ purchase intentions chain.

年金计划对企业创新的影响:促进还是抑制?

基于企业年金的人力资本管理功能,本文分析了实施年金计划对企业创新的影响及其机理,并以2007―2017年A股上市公司为样本进行了实证检验。研究结果表明,企业年金具有显著的创新激励效果,实施年金计划能够显著提高企业的创新水平。影响机理检验表明,企业年金能够通过增强员工满意度、加大对员工创新技能培训投入来发挥创新激励作用。进一步研究显示,企业年金对创新的积极影响具有一定持续性,并且在不同环境和企业特征下具有异质性,即企业年金对创新的促进作用仅体现在国有企业、处于市场竞争程度较高的企业以及处于成长期的企业。本文研究结论拓展了企业年金政策实施效果与企业创新影响因素的研究,为建立并完善企业年金计划、优化薪酬福利制度以实现创新引领企业高质量发展提供了经验支持。     

城市公园游客参与、解说满意度与 环境教育评估关系研究——以福州市 晋安公园为例

教育功能作为城市公园功能组成的重要部分,随着 人们日益增长的文化需求,城市公园环境教育的地位日益凸 显。为探究城市公园环境教育评估、游客参与以及解说满意度 之间的关系及作用机制,构建了三者之间的路径模型,以福州 市晋安公园为例,在对294位游客问卷调查的基础上,进行结 构方程验证。结果表明：1)修正后的模型中,建立关系指标 与游客参与相关性最强,有形性对解说满意度的影响最大,认 知层面最能反映环境教育评估;2)游客参与对解说满意度具 有显著正向影响,解说满意度对环境教育评估存在显著正向影 响,游客参与对环境教育评估有显著正向影响;未来公园在进 行环境教育功能提升时,应当将游客参与度以及解说系统满意 度纳入考量。