Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons

The goals of this study were (1) to identify the optimal facets of communication style for customer-oriented service employees and (2) to examine the ways in which the customer-oriented service employee (COSE) induces luxury restaurant patrons’ dedicational behaviors. Customer dedicational behaviors are defined as ‘a set of active and positive customer voluntary behaviors towards a business induced by high relationship quality’. Based on the existing body of communication literature, nine types of communication styles were derived. Theoretical relationships between the nine communication styles and the COSE also were developed via literature review, and causal relationships between the COSE and three different types of consumer dedicational behavior styles were subsequently suggested. By integrating the derived theoretical hypotheses, a conceptual model was proposed and then tested utilizing data collected from 527 luxury restaurant patrons. The results of data analysis revealed that five types of communication styles (attentive, friendly, impression leaving, open, and relaxed) bear a positive impact on COSE, while one communication style (contentious) bears a negative impact. It was also found that the customer-oriented service employee plays a critical role in inducing three types of dedicational behaviors in consumers: enhancement, cooperation, and advocacy. The key theoretical and managerial implications of these findings are discussed in the latter part of this article.     

互联网对旅游目的地分销渠道影响——黄山案例研究

互联网的发展与应用对旅游目的地分销渠道产生了显著影响,传统旅行社的分销渠道功能发生变化,一些新的分销渠道如黄山的自助游服务酒店开始出现。关于互联网是否导致旅游分销渠道的"去中介化"和"再中介化"的争论成为学术界讨论的热点。文章以黄山为案例,以历时态的视角动态分析了互联网对黄山旅游目的地分销渠道的影响。研究发现,互联网使旅游目的地分销渠道更加多元化、网络化,目的地旅游分销关系、功能与结构等方面也发生了相应的变化,旅游者的主导地位增强,旅游中介的垄断地位相对减弱,但目的地的分销渠道"去中介化"与"再中介化"并未清晰地形成。     

城镇水生态系统服务功能价值评估——以宁波市镇海区为例

城镇水生态系统服务功能是指城镇水生态系统及其生态过程所形成及所维持的城镇居民赖以生存的自然环境条件与效用;以宁波镇海区为例,运用市场价值法、替代工程法等方法对城镇水生态系统的供水、水产品生产、调蓄洪水、水资源蓄积、净化环境、提供生境和休闲娱乐等服务功能价值进行了评估,结果表明,镇海区水生态系统各项服务功能的总价值为83714.28万元/a,并提出应本着可持续发展的原则科学合理利用城镇水生态系统服务价值。     

Equal access to hospitality services for guests with mobility impairments under the Americans with Disabilities Act: Implications for the hospitality industry

The hospitality operator's obligation to comply with the ADA has provided the necessary impetus to ensure that hospitality services are provided in a non-discriminatory manner. The ADA requires modification of hospitality policies and procedures to ensure that guests with disabilities are provided services in a manner equivalent to those provided to able-bodied guests. This article provides the hospitality operator with a framework for training front-line employees and offers recommendations for analyzing how current policies and procedures could be modified in a way that limits potential liability as well as more effectively meets the needs of guests with mobility impairments.     

历史街区型购物场所顾客满意度研究——广州状元坊案例

尽管顾客满意度研究在相关领域已是一个研究颇久的话题,但在历史街区相关研究中鲜有涉及.本研究结合历史街区型商业街(广州状元坊)的特点,对ACSI(美国顾客满意度指数)模型加以引中和改进,构建新的适合商业街的顾客满意度评价体系,并通过问卷数据收集,采用李克特量表法,定量化地对状元坊的顾客满意度进行了实证研究.研究结论显示,顾客对状元坊的总体满意度一般;环境质量感知普遍较差,商品价格和商品种类满意度较高;学生是状元坊的主要消费群体;而区位优势、特有消费群体与准确的市场定位对状元坊顾客重游率具有决定作用.研究对拓展国内目前还比较薄弱的历史街区型商业街满意度研究有积极意义,研究结论可为商业街可持续发展提供指导作用.     

论网络环境下高职院校图书馆信息服务发展策略

使用调查表和实地走访等方法,从电子资源、信息素质教育、信息服务内容、参考咨询服务及图书馆网站建设等方面入手,结合宁波地区7所高职院校图书馆开展信息服务现状,基于网络环境提出了高职院校图书馆开展信息服务的策略和途径。     

物业服务企业经营模式创新研究

我国物业服务企业经营模式单一,盈利能力较低,制约着物业管理行业的健康发展。针对房地产开发建设过程与物业管理割裂的现状,提出了基于全生命周期的物业管理与服务的概念,将物业企业分为专业服务型、经营管理型、咨询服务型和综合型四类,并给出了六种物业管理与服务的模式,对物业企业经营模式创新具有借鉴意义。     

对改进高校学生公寓管理工作模式的思考

高校学生公寓是大学生重要的生活和学习场所。无论是传统的公寓管理模式还是社会服务模式都有利弊。发挥学生公寓的育人作用,高校要坚持后勤社会化的改革方向,在公寓管理工作中,要让学生参与,实行民主管理,努力把管理、服务与思想政治教育结合起来。     

国内导游服务质量提升探讨

导游服务质量影响着旅游业的发展。目前我国导游人员存在文化素质偏低,业务能力较差,个性化不强,看重旅游购物等问题,造成这些问题的原因是多方面的,但导游自身的问题占主要方面。因此要提高导游服务质量,必须从源头抓起,通过提高导游考试门槛、增加导游对职业的归属感和紧迫感、保障导游正常合理收入等措施来提高导游服务质量。     

保险营销服务部功能定位差异及规制

实践中保险营销服务部在监管层面和公司层面的功能定位存在差异,前者将其视为公司架构的末端机构,后者则赋予营销服务部不同的级别和功能。营销服务部功能定位差异容易使保险公司规避监管,误导公众,并造成公司组织架构和制度适用混乱。要正确认识营销服务部功能定位差异化现象,并从多方面进行必要的规制。