Emotional prototypes,emotional memory usages,and customer satisfaction

In this study, we investigated the positive and negative emotion concepts in the prototype perspective and then tested them on customer satisfaction. By studying 612 customers in luxury restaurants, we found that two levels of customer emotions (i.e. positive and negative emotions) as a super-ordinate level, 4 positive emotions (i.e. contentment, happiness, love, and pride) and 5 negative emotions (i.e. anger, fear, sadness, shame, and disgust) as a basic level, and 49 specific emotions as a subordinate level are significantly related to customer satisfaction. We also examined the moderating role of emotional memory (EM) usage in the relationship between consumers’ emotions and their satisfaction. We found that product (food and beverage)-related EM strengthens and service-related EM usage weakens the relationship between customers’ negative emotions and their satisfaction. Interestingly, we found that positive and negative emotions are significantly related to customer satisfaction regardless of experience and store-related EM usage.     

Effects of customer loyalty on customer entitlement and voiced complaints

The value of customer loyalty has been well documented by academicians and practitioners. Nevertheless, prior literature has paid little attention to the negative consequences of customer loyalty, for example, entitlement behaviors (e.g. requests for deeper discounts) and complaint behaviors (voicing dissatisfaction to the company). This research empirically examines the effects of customer loyalty on entitlement and voiced complaint behaviors in the context of Frequent Flyer programs in airline industry. Base on partial least squares-structural equation modeling, the results show that (1) customer loyalty has a positive effect on customer entitlement, which is the extent to which customers expect special treatment from the company; (2) the effect of customer loyalty on voiced complaints is fully mediated by customer entitlement; (3) perceived status of loyalty programs amplifies the entitlement behaviors of loyal customers, while tangible rewards of loyalty programs mitigate the entitlement behaviors of loyal customers. Theoretical and managerial implications are elaborated in the discussion section.     

基于顾客价值的经济型酒店顾客满意度测评研究

培育和维护满意的顾客是经济型酒店获得和保持竞争优势的重要条件,而顾客对酒店产品感知利得和利失的比较对顾客满意度的形成具有重要的影响。该研究以现有的顾客满意度理论为基础,结合经济型酒店的顾客需求和产品服务特征,从顾客价值获得的角度构建经济型酒店的顾客满意度测评模型,建立了顾客满意度测评指标体系,并进行了实证分析。研究表明,经济型酒店的卫生状况、支持系统、交通便利程度以及价格等方面的顾客满意度较低。最后,根据实证分析结果提出了经济型酒店提高顾客满意度的建议和对策。     

Gender diversity in the hospitality industry: An empirical study in Turkey

This paper, an investigation of gender diversity in the Turkish hospitality industry, focuses on two primary objectives: (a) exploring the potential relationships between gender and several demographic factors, and (b) examining the possible existence of a gender effect regarding employees’ perceptions of recruitment and earning potential decisions. Results, based on 682 surveys, show that, in the male-dominated Turkish hospitality industry, there is a significant gender effect for two of four demographic variables and with respect to recruiting efforts and earning potential. These findings could have some important managerial implications for addressing gender diversity in the (Turkish) hospitality industry.     

基于顾客价值创新的市场营销过程探析

本文在对比两种市场导向的顾客价值创造过程中的营销思维,以及在分析市场营销过程的基础上,把顾客价值创新“四步动作框架”与“价值链”相结合,探讨了动态的基于顾客价值创新的市场营销过程。     

基于顾客价值管理构建房地产企业竞争优势

顾客价值是竞争优势的重要源泉,构建基于顾客价值的竞争战略是房地产企业获取竞争优势的新途径。经营模式的转变及传统竞争策略的痼疾,使我国房地产业需要采取基于顾客价值管理获取竞争优势的新型竞争战略。     

基于顾客价值视角的住宅开发企业虚拟经营模式研究

优异的顾客价值是当今企业市场竞争力的丰要来源,在竞争日益激烈的住宅开发市场,不断创造和提供优异的顾客价值成为住宅开发企业成功绎营的关键要素。分析了顾客价值的内涵,探讨了顾客价值与企业虚拟经营之间的关系。在此基础上以顾客价值为中心,构建了基于顾客价值的住宅开发企业虚拟经营模式,为成功的运用这一模式,提出了相应的建议。     

网络时代下小微型企业客户关系管理研究

网络时代给企业的生存环境带来了翻天覆地的变化,小微型企业可以与大中型企业站在同一起跑线上竞争客户资源。网络信息技术的发展也为小微型企业带来了客户关系管理实施的灵活性,有利于增强企业与客户的互动,降低开发新客户的成本来增强其竞争力。但是小微型企业在实施客户关系管理的过程中仍存在观念落后、对客户关系管理认识不足;资金缺乏、资源有限;人员素质跟不上客户关系管理要求等问题。针对这些问题,企业主必须重视客户,树立正确的客户关系管理观念,不断提升企业员工的能力和素质,整合客户资源,充分利用网络带来的优势,并尝试租赁或外包客户关系管理软件以不断保持和维护良好的客户关系,实现小微型企业与客户的双赢。     

顾客参与对顾客价值感知的影响研究——以女性减肥计划为例

文章从顾客与企业的交互层面上分析构建了顾客参与前因要素与顾客顾客参与结果的整合模型,考察了顾客参与对顾客价值感知的影响。对30家女性养生会所和减肥俱乐部的480名女性减肥顾客的调查问卷,运用结构模型的方法对数据进行处理。通过实证研究发现,顾客的参与显著地影响了顾客的价值感知,且呈正相关关系,顾客参与通过功能性价值来间接影响情感性价值和社会性价值。本文最后对该研究在企业管理方面的意义以及未来的研究方向做了展望。     

利用植物多样性构建湛江市生态园林景观

本文通过对湛江现代园林中公众性最强、植物造景内容丰富、具典型代表性的公园绿地、道路绿地和街旁绿地四类型绿地的植物造景现状进行调查研究,分析了湛江各类型绿地应用植物品种状况,并为湛江今后创建生态园林城市提出理论依据。