Electronic Logistics Service Quality (e‐LSQ): Its Impact on the Customer’s Purchase Satisfaction and Retention

The Internet retailing industry continues to grow rapidly. Several Internet retailers are, however, struggling to retain customers due to the high level of competition among incumbents. We propose that customer satisfaction with the order fulfillment process is an important determinant of overall customer satisfaction with the retailer, as well as with the extent of customer retention enjoyed by the retailer. This paper offers a new concept for electronic logistics service quality and investigates the relationship between the quality of online fulfillment and the ensuing retention of customers, using archival data on 260 online retailers. The structural equation model results indicate that satisfaction with the physical distribution quality and cost are positively related with customer’s purchase satisfaction and customer retention. Additionally, the results indicate that while purchase satisfaction is a strong indicator of customer retention, underlying drivers of purchase satisfaction do not have nearly the same impact on customer retention directly as they have on purchase satisfaction.     

Understanding Truck Driver Need‐Based Segments: Creating a Strategy for Retention

Research on truck driver retention addresses how traditional variables impact drivers’ decisions to stay with a particular carrier, yet many of the traditional research methods have been called into question. Additionally, research is sparse on understanding whether unique driver need‐based segments exist. Therefore, the authors present a theoretical framework and examine an exploratory study for incorporating numerous constructs that pertain to a driver’s intention to drive for a firm. Empirical results indicate that drivers’ value pay, personal safety, and time at home are most important when deciding to remain with a firm. In addition, three unique truck driver need‐based segments were identified. The authors offer retention recommendations based on the specific needs of each segment.     

从家电企业谈顾客维系

随着家电市场竞争的日益激烈,顾客流失较为普遍,顾客的维度减弱已成为家电制造企业生存和发展中的最大困惑。产品质量缺陷、顾客对售后服务不满意、竞争对手夺走顾客、与顾客缺乏沟通是主要成因。有效防止顾客流失,企业应加快从＂以产品为核心＂向＂以顾客为中心＂转变,采取积极建立顾客档案、实施全面质量管理、提高服务质量、对顾客进行关联管理等有效措施,增强企业对顾客的维系度,降低顾客流失风险,提升市场竞争力。     

服务补救——留住顾客的关键

市场竞争日益激烈 ,越来越多的企业认识到维系顾客的重要性 ,而维系顾客的关键在于提高顾客的满意程度 ,只有顾客满意了 ,他们才会长时间的保持对企业的忠诚。但是实际上 ,即使最优秀的企业也难免发生失误 ,难免造成顾客的不满。这就要求企业对其失误进行补救 ,最大限度的降低顾客的不满 ,这就是服务补救。而企业要想真正把服务补救工作做好 ,必须制订完善的服务补救策略 ,来指导企业的服务补救工作。     

Testing for the Feldstein-Horioka hypothesis in Asia using wavelet analysis

We investigate the Feldstein-Horioka (1980) puzzle using a novel time-frequency approach. The wavelet-based retention and correlation coefficients are estimated for a cross-section of 15 Asian countries over the period 1972–2016. The countries are grouped as OCED countries (Japan and South Korea), least developed countries (like Bangladesh and Nepal), the large countries (like India and China), and the small countries (like Sri Lanka and Pakistan). Our approach reveals some interesting insights on the relationship between investment and saving rates and investment and current account deficits.     

The legal implications of electronic document retention: Changing the rules

Document retention policies are an often overlooked aspect of information management in most organizations. As 99% of business documents are currently being produced electronically, processes governing the location and storage duration of these documents are very important. Given that most organizations in the United States will find themselves named in a lawsuit and the documents mentioned above may have to be produced in original form for litigants during discovery, document retention policies can spell the difference between successful defense and painful, expensive loss in litigation. While some organizations have such policies, do those policies cover new communication and data storage technologies? Do the policies address cell phones, personal data assistants, high density flash drives, instant messaging technologies, and a workforce that is no longer concentrated in one physical space? This article explores the new rules for electronic discovery and how those rules should drive changes regarding organizational management and storage of documents.     

Financial participation and recruitment and retention: causes and consequences

Using a sample of over 5000 establishments in Germany, we analyze the antecedents and effects of profit sharing (PS) and employee share ownership (ESO) with respect to the ability of firms to meet their recruitment and retention objectives and to achieve employment growth. We draw on both economic and behavioral perspectives to argue that firms that adopt PS and ESO plans do so in order to attract and retain employees. Using logistic regression and a propensity score matching technique, we find that firms that face higher recruitment problems, and those that have greater employment growth objectives, are more likely to use ESO and PS. Unlike ESO, PS enhances firm-level employment growth. However, neither ESO nor PS help firms to fully resolve recruitment and retention problems.     

Reasons women chartered accountants leave public accounting firms prior to achieving partnership status: A qualitative analysis

This paper reports on the stories told by 13 Canadian women Chartered Accountants (CAs)—why they pursued the CA designation and why they chose to leave public accounting firms. Their stories provide deeper insights into the previously reported reasons for female CAs leaving firms that are often reported within broad categories. Work-family issues received limited attention in the participants' stories. Two major themes emerged: the absence of stated aspirations/desire to become a partner; and frustrations with the intrinsic and monetary value of services delivered by public accounting firms. The implications of these findings for the profession and public accounting firms are examined and future research directions are discussed. Copyright © 2009 ASAC. Published by John Wiley & Sons, Ltd.