对新疆民族地区大众传播主要特征的探讨

目前,新疆传媒业已逐步进入竞争和规模化发展的阶段。大众传媒在新疆少数民族地区对新疆民族文化的传承与发展起着越来越重要的作用。准确把握新疆少数民族地区大众传播的特征,对于提高传播质量和效果,促进新疆各民族文化共同繁荣都具有特殊意义。     

How uncivil customers corrode the relationship between frontline employees and retailers

This study investigates the effects of customers’ uncivil treatments on frontline retail employees’ emotions, deviant behaviors and relationship with the retail organization. Our theoretical model is based on both marketing and personnel management literatures. 415 frontline retailing American employees answered our questionnaire. Employees treated uncivilly by customers feel angry but have to hide their negative emotions, which leads them to emotional exhaustion and deviant behaviors. Paradoxically, employees’ strong commitment to their retailing organization brings about more deviant behaviors. We propose some managerial strategies to cope with uncivil customers, as well as future research on this important and under-researched topic.     

The role of loyalty programs in boosting hotel guest loyalty: Impact of switching barriers

This study examines the relationships among the perceived value of a loyalty program, customer satisfaction with a loyalty program, affective commitment, switching barriers, and customer brand loyalty in the hotel context. An online survey method with a quantitative approach was used. Our results from a structural equation model revealed that the perceived value of a loyalty program is essential in the formation of customer brand loyalty. Lastly, findings from an indirect analysis showed that affective commitment and switching barriers mediated the relationship between the perceived value of a loyalty program and customer brand loyalty. Overall, our research will help researchers and practitioners demonstrate to the industry that the loyalty program is a crucial strategy for customer loyalty and helps develop competitive loyalty programs for success.     

Improving interchanges in China: the experiential phenomenon

This paper examines the development of multimodal passenger rail hubs as part of the high-speed rail (HSR) network in the People’s Republic of China (PRC). The instrumental, attitudinal and affective experience of the journey through the interchange is assessed from the user perspective. Surveys are used from three HSR stations: Beijing South, Chengdu East and Suzhou North (N = 150), representing three types of HSR stations, i.e. national capital, regional capital and sub-regional city. ‘Expected’ and ‘realised’ facilities are compared – with the difference representing the ‘disgruntlement’ factor (after Stradling et al., 2007).The unprecedented urbanisation process currently being witnessed in the PRC, together with the rapid development of the HSR network and associated multimodal interchanges, offers much opportunity to develop a leading-edge public transport system and urban development predicated on the use of public transport. Although the importance of intermodal interchange hubs is being increasingly recognised, the journey experience through the interchange often remains poor, with problems including Wi-Fi availability, waiting and seating, the availability of door-to-door ticketing, crowdedness, access to the hub, time of travel through and waiting in the hub. MANOVA analysis and factorial (three way) MANOVA analysis are used to explore the differences between intermodal hubs, with many instrumental and particularly attitudinal and affective factors being significantly influenced by location.     

Effects of CSR on affective organizational commitment via organizational justice and organization-based self-esteem

This study examined how employee perceptions of corporate social responsibility (CSR) influenced their affective organizational commitment (AOC) via procedural justice and organization-based self-esteem (OBSE). Using survey data collected from 203 employees working for a hospitality company, hypotheses were tested using structural equation modeling. The results showed that economic and philanthropic CSR did not have significant effects on procedural justice, but had significant direct effects on AOC. The findings also showed that procedural justice had a significant effect on OBSE, and both procedural justice and OBSE had significant effects on AOC. In addition, the results suggested that ethical CSR programs can have a positive impact on employees’ AOC via their procedural justice and OBSE. This study contributed to the literature by developing a CSR-procedural justice-OBSE-AOC model, guided by social exchange and self-consistency theories, and empirically testing it within a hospitality context.     

Effects of age, need for cognition, and affective intensity on advertising effectiveness

This paper explores how individual characteristics of age, need for cognition (NFC), and affective intensity (AI) interact with each other and with advertising appeal frames (i.e., rational, positive-emotional, negative-emotional) to influence ad attitudes, involvement, and recall. The mixed design study reveals that younger adults recall emotional messages, especially negative ones, better than rational ones, but recall does not differ for older adults across appeal frames. Older adults prefer rational and positive messages to negative-emotional messages but ad attitudes do not differ among younger adults across appeal frames. Finally, age interacts with AI, but not NFC, to influence ad responsiveness. Both age and AI influence ad attitudes such that older adults exhibit the most positive ad attitudes across all appeal frames.     

Destination Image of Taiwan From the Perspective of Hong Kong Residents: Revisiting Structural Relationships Between Destination Image Attributes and Behavioral Intention

Destination image plays an important role in how tourists make their travel and purchase decisions. This study examines the perceived image of Taiwan as a travel destination from the perspective of Hong Kong residents. The Hong Kong outbound tourism market is important for Taiwan. Using a self-completed questionnaire, this research examines the destination image of Taiwan among 213 Hong Kong residents. The results indicate that affective image is a stronger predictor of travel intention than cognitive image. Affective image also plays a mediating role in the relationship between cognitive image and behavioral intention. Hence, affective image is an important intangible quality for today’s destinations.     

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

The objective of this paper is to analyze the loyalty of tourists to urban tourism destinations, studying the differences existing on the basis of nationality of origin. The review of the academic literature identified perceived value and satisfaction as antecedents of loyalty. A theoretical model was constructed which was tested empirically with a total of 927 surveys of Italian and American tourists in the city of Barcelona. In the study of the data, structural equation models (SEM) were used, by means of a multi-group analysis. The empirical results show that the causal relationships among perceived value, satisfaction and loyalty and the moderating effect of nationality are partially confirmed. This study contributes to better knowledge of the processes that lead tourists to be loyal to an urban tourism destination.     

When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory

This article develops and tests a model of emotional labor in the hotel industry using affective event theory. A multiple-wave longitudinal analysis using data from 424 hotel service employees and their immediate supervisors reveals how work contexts (supervisory support) affect work events (interactional justice), and thereby influence the affective (negative emotions), attitudinal (job satisfaction), and behavioral (emotional labor, service quality, and voluntary turnover) reactions of hotel service employees. The results show that (1) supervisory support relates positively to supervisory interactional justice; (2) supervisory interactional justice is negatively associated with negative emotions; (3) negative emotions relate positively to surface acting and negatively to deep acting; (4) surface acting leads to lower job satisfaction, whereas deep acting leads to higher job satisfaction; and (5) job satisfaction leads to higher service quality and lower turnover. The implications suggest important recommendations for hotel managers.     

Employee creativity trumps supervisor-subordinate guanxi: Predicting prequitting behaviors in China's hotel industry

This study aims to explore the moderating roles of supervisor-subordinate guanxi and employee creativity in the perceived organizational support-organizational commitment-turnover intention link in the Chinese hotel organizations. Using a matched sample of 85 supervisors and 249 subordinates from 13 hotels in Shenzhen, China, we found that both supervisor-subordinate guanxi and employee creativity altered the relationships of perceived organizational support, affective commitment and employee prequitting behaviors. A significant conditional direct effect of perceived organizational support on prequitting behaviors was moderated by low supervisor-subordinate guanxi. Furthermore, a significant conditional indirect relationship between perceived organizational support and prequitting behaviors was found at high employee creativity. Moreover, interactive effect of affective commitment and employee creativity exerted a significant negative effect on prequitting behaviors. Findings shed light on the changing traditional values in modern management practices and the conditions under which organizations can improve employee retention. Theoretical and practical implications for talent management are discussed.