Creating Shopper Value: Co-Creation Roles,In-Store Self-Service Technology Use,and Value Differentiation

This study examines how retailers can use self-service technologies (SST) to increase shopper satisfaction. Using a survey of 188 consumers of a new self-service kiosk launch within a convenience-store (c-store) setting, we examine how such retailers might influence shopper's perceptions of value by better involving customers in the service delivery experience. Our proposed model links classic service operations and marketing design insights to the service-dominant logic perspective of service value co-creation. We find that shoppers perceive enhanced value creation from the new SST when they feel comfortable in their roles and the surrounding service design supports those roles.     

智能自助售药设备的研究与应用

近些年来，为了改善我国医疗系统就诊密度大，看病买药难的问题，政府出台了一系列的政策措施，鼓励并引导人们就近在社区医院或门诊看病购药。自助售药机作为一种新型自助服务终端，在结合了物联网、大数据等技术后，可节省医院一部分医疗资源，实现患者自主问诊取方购药，有效的缓解了我国现行医疗资源紧张的现象。该文以几种最新出现的智能自助售药设备作为研究对象，通过对其功能特点进行详细阐述，分析了各类自助售药设备的结构模块和工作原理，并对可能存在的问题提出了一些看法，最后针对未来智能自助售药设备的发展前景进行了探讨与展望。     

重庆中石油自助加油站经营策略研究

用工成本高涨、竞争日趋激烈,加油站利润不断下降,自助加油服务已成为普遍趋势。本文针对重庆中石油近两年自助加油站经营现状和重庆市场对自助加油服务的理解和接受情况调研分析,就重庆中石油自助加油站建设经营中经营服务业务、价格调整思路、推广宣传策略等方面提出一些针对性建议。     

管理层权力与或有事项信息披露——基于环境不确定性的调节效应研究

基于2003—2016年我国A股上市公司的经验数据,以企业表内列报的预计负债金额与表外附注中披露的或有事项频数为考察对象,实证检验了管理层权力对或有事项信息披露的影响。研究发现,管理层权力与表内列报的或有事项信息显著负相关,而与表外披露的或有事项信息显著正相关;进一步发现,随着环境不确定性的增加,管理层权力对企业表内预计负债列报的负向影响显著增强,而对表外或有事项披露的正向影响明显减弱。在当前外部环境瞬息万变、内部治理机制弱化的背景下,管理层可能会利用其控制权操控或有事项信息的披露方式,自我服务偏好明显。     

铜绿山矿全尾砂充填系统的改造工程

文章主要介绍了铜绿山矿全尾砂充填系统改造工程的主体方案,具体包括砂仓仓顶、砂仓仓底、电气设备、自动化仪表等方面的改造。改造后的系统采用操作台手动控制和PLC上位机控制两种控制方式,能有效缩短设备维护处理时间,提高设备开动率,降低停工时间和间接费用,特别是降低了工人的劳动强度,提高了生产效率。     

Exploring the intention to continue using web-based self-service

The popularization of Internet and the development of cloud computing have not only changed our lifestyles, but have impacted the ways in which enterprises relate with their customers. For example, customers and enterprises can now directly interact through web-based self-services (e.g., Internet banking, online ticketing, online bookstores, and online reservations) that do not require face-to-face interactions. Web-based self-services (WBSS) allow enterprises to proactively initiate contacts with customers and respond to their needs. Customers can also quickly access the services they want online, at any time and place, thus enhancing overall service efficiency. However, a review of the previous literature shows that most related studies have used the Technology Acceptance Model, which examines perceived usefulness, perceived ease of use and attitude toward use, in order to investigate user behaviors when operating a WBSS. In contrast, there are few studies that examine the impact of perceived usefulness and perceived quality features on the continued intention to use a WBSS. Therefore, this study applied the questionnaire method and investigated the relationships among users’ perceived usage characteristics, quality characteristics, satisfaction and continued usage intention with regard to WBSS. Based on the results, specific recommendations are provided for enterprises to enhance the intention to continue using WBSS.     

British co-operative societies as retail innovators: Interpreting the early stages of the self-service revolution

This article examines the early stages of the self-service and supermarket innovations in post-war Britain. It does so in the context of co-operative retailers and in particular investigates both why such organizations were pre-eminent in the adoption of self-service as well as how they interpreted the innovation. These ideas are framed within a more general discussion of the ‘models’ of retail innovation and especially the notion of format innovations.     

Electronic Kiosks in Retail Service Delivery

Abstract

In-store interactive kiosks using Internet technology represent a channel within a channel in many retail and service settings. They offer wide-ranging informational, transactional and promotional benefits, as well as contributing to customer relationship management. Widespread adoption by customers is, however, required to realize their full potential. Drawing upon the diffusion of innovations and technology acceptance models, two empirical studies are reported, one using a kiosk prototype, the other an in-store trial system. In both cases, a model was able to predict around 50% of intention to use. Implications for retail strategy, positioning within stores, facility promotion and system design are discussed.     

自助服务技术质量内涵及构成

界定了"自助服务技术质量"概念,并通过实证开发了其测量量表。研究结果表明:包含5个维度的自助服务技术质量测量量表具有较好的内部一致性信度、收敛效度、区别效度和律则效度,并且5个构成维度能够很好地收敛于自助服务技术质量这一更高层次的概念。     

More than window dressing: visual merchandising and austerity in London’s West End, 1945–50

Abstract

In the aftermath of the Second World War, the fashion departments of London’s West End department stores were not only challenged by austerity and bomb damage but also by the growth of multiple retailers selling branded ready-to-wear goods. This article investigates how department stores responded by investing in display and visual merchandising to attract custom and rebuild their fashionable reputations. It argues that the difficulties caused by austerity conditions forced department stores to embrace new retail methodologies that helped them adapt to the changed circumstances of post-war fashion retail and compete with multiple retailers.