基于客户价值的个性化成本管理研究

客户决策价值影响消费行为的实现,且取决于客户期望价值和客户期望成本差值的大小,客户的个性化程度影响个性化成本,企业对个性化成本的管理与其盈利有很大的关系。根据个性化成本相关的概念,实施面向服务的成本管理,从而发现个性化产品比标准化产品多消耗38%-87%的作业,作业成本的增加主要体现在设计、制造和销售方面。     

Supermarket self-checkout service quality,customer satisfaction,and loyalty: Empirical evidence from an emerging market

Supermarket shoppers around the world are increasingly encountering and using self-service technologies (SSTs) during their shopping process. The SSTs are mainly offered to reduce retailer costs and enhance customer's experience. Among the many different SSTs available, self-checkout systems (SCS) have become an extremely popular choice of supermarkets around the world. Although some of the main motivations of the supermarkets for offering SCSs are cost cutting, speed, and convenience, supermarkets are also assuming that these services would enhance customer experience, satisfaction, and ultimately loyalty. However, empirical evidence is needed to better understand customer expectations of SCS service quality and how technology based service quality impacts retail patronage. Therefore, the purpose of this research is to examine the service quality of supermarket/grocery store SCSs and its impact on customer satisfaction and loyalty in an emerging market, namely Turkey. Using the SSTQUAL scale (Lin and Hsieh, 2011), data (n=275) for the study is collected from shoppers who had just completed going through the self-checkout counter in a large supermarket chain. The results of this study show that SCS service quality positively influences loyalty through the customer satisfaction path. Managerial and research implications of the findings are discussed.     

Daily outfit satisfaction: the effects of self and others' evaluation on satisfaction with what I wear today

This study investigated the satisfaction of the outfit which an individual chose to wear for the day by examining how self and others' evaluations influenced the outfit satisfaction and the intention to re‐wear. In addition, moderator variables (body satisfaction and body surveillance) that affected the effect of the evaluative factors upon satisfaction and behavioural intention were also examined. An online‐survey was conducted and the sample size used in the analysis was 349 in total. Using SPSS 18.0 and AMOS 18.0, structural equation modeling analysis and one‐way analysis of variance were implemented for hypothesis testing. The results showed that self‐evaluation as a perception of appropriateness of the outfit for that day and others' positive feedback increases outfit satisfaction. Appropriateness perception also had a significant impact on the intention to re‐wear. However, feedback from others on one's outfit did not have a significant direct effect on behavioural intention. Three‐way ANOVA was performed to verify the impact the feedback from others, body satisfaction, and body surveillance had on the respondent's intention to re‐wear, and a three‐way interaction effect was statistically significant. While individuals with high body satisfaction were likely to be confident about their appearance overall, the feedback from others did not impact their satisfaction. Individuals with low body satisfaction were influenced by others' feedback on their outfit. Individuals with high levels of body surveillance who sensitively monitored others' feedback especially displayed decreased intention to re‐wear when feedback from others on their outfit was negative. This research contributed to the deeper understanding of consumer's clothing behaviour at the post‐purchase stage. Enhanced understanding of lasting satisfaction and benefits pursued throughout the time while using the product would be essential in developing consumer‐centric marketing strategies.     

Enhancing corporate social responsibility through market orientation practices in bottom of pyramid markets: with special reference to microcredit institutions

Market-oriented organizations are committed to understanding and serving customer needs. Customers become socially conscious, so market-oriented firms need to carry out ‘Corporate Social Responsibility’ (CSR) initiatives. The main aim of this study was to investigate the influence of market orientation on CSR among microcredit institutions. The findings of this study are useful for microcredit institutions and marketers operating in bottom of pyramid (BOP) market to enhance their CSR through market orientation practices. The sample comprised 250 managers of microcredit institutions operating in the rural areas of Sri Lanka. The surveys were administered for data collection. All the three components of market orientation, that is, customer orientation, competitor orientation, and inter-functional coordination significantly and positively influenced the CSR involvement. Adaptation to BOP Market Culture enhanced the positive influences of both customer orientation and inter-functional coordination, on CSR. From these findings, implications for theory and practice have been discussed.     

B2C网购环境下的顾客满意度与顾客忠诚度研究

通过对广州市各个高校共342位同学的实地和网上问卷调查,考察了B2C网购环境下的顾客信任在顾客满意度对顾客忠诚度之间关系的中介作用以及性别差异对该关系的调节效应。研究结果显示,在B2C网购环境下：顾客满意度对顾客忠诚有正向影响;顾客信任在顾客满意度与顾客忠诚的关系中具有中介作用;性别差异在顾客满意度与顾客忠诚度的关系中没有调节效应。     

名人代言广告效果影响因素综述

作为一种重要的营销策略和宣传手段,名人代言广告被很多企业寄予厚望,但名人的推荐并不是成功的保证。近三十多年来,国内外学者对名人代言广告进行了深入研究,提出了信源模式理论、匹配理论等多种解释,从名人、产品、受众三方面提取了影响名人代言广告效果的诸多因素,在丰富和拓展了广告心理学研究的同时,也对企业营销实践发挥了重要指导作用。     

外国游客参观2010 年上海世博会的满意度研究 ——基于Travel Blog 日志的探讨

本文基于旅游者的博文资料,运用内容分析法和重要性—表现分析法(IPA),初步研究了外国游客对2010年上海世博会的满意度问题。研究发现,外国游客对上海世博会的满意度主要取决于城市环境、世博会参观质量和游客自身状况3个维度,具体包括"产品"、"游览环境"、"管理水平"、"其他游客"、"价格"、"形象"、"游客自身状况"、"外部环境因素"、"配套服务"和"工作人员"等10个概念类属;外国游客对2010年上海世博会的总体满意度为6.15,属于基本满意水平。基于IPA分析的结果得出,展出内容的质量、游览环境、工作人员培训以及游客行为等因素是大型活动现场管理的重点。     

苹果商业模式对转型期中国企业的启示

回顾2011年,苹果"教主"乔布斯的去世无疑是最引人关注的管理界乃至整个社会的大事件——因为它让我们有更多的时间和机会去探索和思考苹果崛起、发展和成功的原因。对苹果创造的奇迹,有的人归结为时尚又具有设计感的产品、有的人归结于百宝箱般的应用程序下载,有的人归结为永不枯竭的创新动力、有的人归结于乔布斯的掌舵……但从管理的角度看,将原因结于某一单一因素都未免有失偏颇,可以说苹果的成功最核心莫过于其创新商业模式的运用。而这种对商业模式的深入探讨,对已经走到世界舞台中央、并面临转型岔路口的中国广大企业来说有着更为深远的意义。     

基于博客游记的韩国游客华东地区游后评价探析——以上海、杭州、苏州、黄山为旅游目的地的分析

韩国是中国第一大海外客源国。上海、杭州、苏州、黄山等华东地区一直是韩国游客喜爱的旅游目的地。本文基于内容分析方法,对韩国最大门户网站NAVER博客上韩国游客撰写的华东地区游记进行探索研究,旨在对韩国游客华东地区游后评价进行探讨。具体研究目的是:首先,了解韩国博客游记中关于华东地区游后评价的内容;其次,了解韩国游客对华东地区游后评价的具体满意之处、不满意之处;最后,基于文化差异,探究满意及不满意的形成原因。     

The Effects of Participation and Job-Relevant Information on the Relationship Between Evaluative Style and Job Satisfaction

This study investigates the intervening effects of budgetary participation and job-relevant information on the relationship between budget emphasis and job satisfaction. It proposes that budgetary participation and job-relevant information are endogenous to budget emphasis. Using the path analytical technique and based on a sample of 152 senior managers, the study found that budget emphasis has an insignificant direct effect on job satisfaction, but a strong indirect effect through job-relevant information and budgetary participation. The results also indicate that job-relevant information has an intervening effect on the relationship between participation and job satisfaction.