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991.
The Ethics of Online Retailing: A Scale Development and Validation from the Consumers’ Perspective 总被引:2,自引:0,他引:2
Sergio Roman 《Journal of Business Ethics》2007,72(2):131-148
While e-commerce has witnessed extensive growth in recent years, so has consumers’ concerns regarding ethical issues surrounding
online shopping. The vast majority of earlier research on this area is conceptual in nature, and limited in scope by focusing
on consumers’ privacy issues. This study develops a reliable and valid scale to measure consumers’ perceptions regarding the
ethics of online retailers (CPEOR). Findings indicate that the four factors of the scale – security, privacy, non-deception
and fulfillment/reliability – are strongly predictive of online consumers’ satisfaction and trust. The results offer important
implications for e-retailers and are likely to stimulate further research in the area of e-ethics from the consumers’ perspective.
Sergio Román is an Associate Professor of Marketing at the University of Murcia (Spain). He has been a Visiting Scholar at
the University of Arizona. His articles have appeared in the Journal of Business Research, International Marketing Review,
International Journal of Market Research, European Journal of Marketing and Journal of Marketing Management. His research
interests are focused on personal selling and sales management, international marketing and business ethics. 相似文献
992.
商业CRM中的顾客满意度优化模型探讨 总被引:2,自引:0,他引:2
摘要:顾客满意度分析是商业CRM(customer relationship management,简称CRM)的重要内容,它不仅反映了商业企业实力与效益,而且反映了商业企业经营管理的本质和服务的核心。本文以商业CRM中的顾客满意度为研究对象,提出了最佳成本条件下的顾客满意度分析与评价体系,包括顾客满意度的描述与评价、质量成本的构成要素、基于质量成本的顾客满意度优化模型等,并结合零售商业企业的实际运行数据对顾客满意度优化模型进行了实证分析。 相似文献
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文章针对企业普遍存在的员工不敬业问题,研究从组织吸引力要素影响作用的视角展开分析。研究发现组织吸引力由工作价值、基础价值、发展价值与经济价值4方面要素构成,但基础价值与敬业意愿、敬业行为没有显著正向影响,经济价值仅与敬业行为显著负相关。这部分解释了用人单位组织吸引力较高、员工敬业度反而较低的现象。发展价值对敬业行为有直接的正向影响,又可与工作价值一样,通过满意度、敬业意愿的中介作用,正向影响敬业行为。 相似文献
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本文从酒店的服务现状出发,分析酒店服务质量存在的问题及存在问题的原因,并针对存在的问题提出提升酒店服务质量的具体对策,以不断满足顾客优质服务的需求。 相似文献
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In this article, we empirically assess the impact of corporate ethical identity (CEI) on a firm’s financial performance. Drawing
on formulations of normative and instrumental stakeholder theory, we argue that firms with a strong ethical identity achieve
a greater degree of stakeholder satisfaction (SS), which, in turn, positively influences a firm’s financial performance. We
analyze two dimensions of the CEI of firms: corporate revealed ethics and corporate applied ethics. Our results indicate that revealed ethics has informational worth and enhances shareholder value, whereas applied ethics
has a positive impact through the improvement of SS. However, revealed ethics by itself (i.e. decoupled from ethical initiatives)
is not sufficient to boost economic performance.
Pascual Berrone is a PhD candidate of the Business Administration and Quantitative Methods Ph.D. program at the Universidad
Carlos III de Madrid. His current research interests focus on business ethics, stakeholder theory, and various aspects of
the interface between corporate governance mechanisms and corporate social responsibility. His interests also include ethical,
environmental and social issues and their impact on firms' overall performance.
Dr. Jordi Surroca is an Assistant Professor of Management at the Department of Business Administration at the Universidad
Carlos III de Madrid. He holds a PhD in Business Administration and a Licentiate Degree in Business and Economics from Universitat
Autònoma de Barcelona. His research interests center on stakeholder management, firm strategy, innovation, and corporate governance.
Dr. Josep A. Tribó is Associate Professor of Finance in the Department of Business Administration at the Universidad Carlos
III de Madrid. He has a PhD in Economic Analysis from the Universitat Autònoma de Barcelona and a Licenciate Degree in Theoretical
Physics by Universitat de Barcelona. His research interests are Corporate Finance and the financing of R&D. His work has been
published in journals such as Applied Economics, International Journal of Production Economics. 相似文献
999.
论顾客满意测度的动态性 总被引:3,自引:0,他引:3
顾客满意在市场营销研究中占有重要地位。对于什么是顾客满意、如何测度顾客满意 ,现有研究已提出了不少理论模型。在对现有研究进行回顾的基础上 ,认为现有理论框架对顾客满意概念的描述均属于静态模型。基于顾客对整体产品属性的认知是一个逐步感知过程的事实 ,可以肯定有些属性要在较长时间之后顾客才有机会去感知它。因此顾客满意应该具有随时间递进而演变的特性 ,并应以时间—事件模式为基础的顾客满意测度概念框架 相似文献
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