CATALOG RETAILER IN‐STOCK PERFORMANCE: AN ASSESSMENT OF CUSTOMER SERVICE LEVELS

The purpose of this article is to study the level of “in‐stock” customer service performance being offered in the catalog channel of distribution. The article provides benchmark information for the catalog industry. More importantly, the article serves as one test of the effectiveness of the modern supply chain, where the expectation is for near perfect orders. Customer service levels are studied by using an empirical observation methodology in which catalog retailer's in‐stock performance was measured. Comparisons are made across item type, season, retailer type, and days from catalog receipt. Overall, items were out‐of‐stock during 15.9% of all checkpoints, compared to an 11.8% stock‐out rate in an earlier study of bricks and mortar retailers.     

Service worker role in encouraging customer organizational citizenship behaviors

Assessment of the role of the individual service worker in encouraging customer organizational citizenship behaviors (customer OCBs) is the primary focus of this paper. The researchers investigate this topic empirically across three service contexts. Customer OCBs are voluntary, outside of the customer's required role for service delivery, which provide help and assistance and are conducive to effective organizational functioning. In this paper, commitment to the service worker is the strongest predictor of customer OCBs. Further, personal loyalty to the service worker serves as a partial mediator of the effects of perceived benevolence of the service worker and commitment to the service worker on customer OCBs. Finally, theoretical, managerial and future research implications are included.     

认识与处理顾客异议的辨证法

顾客在购买商品的过程中会提出各种各样的购买异议,这是销售活动中的一种正常现象。它是销售成功的机遇,也是必须跨越的障碍,是对推销员驾驭推销态势的考验。推销员要正视顾客异议,以冷静、豁达的态度和辩证的方法分析、处理顾客异议,这是推销员必须具备的基本素质。     

词汇化探索

词化过程是语言领域的自然过程,是一个类似写作过程的(thinking aloud)过程,而且具有基因特点;词化过程是认知过程中语言的自然过程,其结果是词权的确立。     

A model to evaluate the effectiveness of enterprise training programmes

This paper describes a model developed to measure customer satisfaction with enterprise training programmes. Based on developments in customer satisfaction and quality measurement, it is proposed as an alternative to the training evaluation model developed by Kirkpatrick (1959). A single indicator, a Customer Satisfaction Index (CSI), quantifies the level of satisfaction with each training programme. The model also measures the individual parameters that contribute to the CSI, as well as their relative importance. It facilitates a benchmarking process regarding these parameters and between training programmes. The development process of the model is described, as is its use in practice.     

The effect of strike militancy intentions and general union attitudes on the Organizational Citizenship Behavior of university faculty

Using a sample of unionized faculty, this study investigated whether faculty members' militancy intentions and general union attitudes affected their level of organizational citizenship behavior (OCB). OCB was divided into three dimensions (OCB-teaching, OCB-faculty, and OCB-university), and separate predictions were made for each. Results indicated weak relationships at best between the predictor variables and OCB, suggesting that unionization is not likely to affect this important aspect of job performance.     

The effects of relationship quality on customer retaliation

This research examines the effects of relationship quality (RQ) on customers' desires to retaliate after service failures. We posit that the effects of RQ are contingent upon the attributions customers make about the firm’s controllability over a service failure. Two competing hypotheses are examined and reconciled. The “love is blind” hypothesis posits that when low controllability is inferred, high RQ customers experience a lesser desire for retaliation than low RQ customers. On the other hand, the “love becomes hate” hypothesis specifies that when high controllability is inferred, high RQ customers experience a greater desire for retaliation than low RQ customers. The hypotheses are tested with a survey-based design and a partial least squares (PLS) model that incorporates a multiplicative latent construct.     

基于结合分析方法的常客计划顾客价值研究——以中国经济型酒店为例

常常客计划在航空业、酒店业、银行和零售业等领域已经得到广泛的应用,并成为标准的市场营销和客户管理工具。文章通过对国外研究文献的回顾,总结出了常客计划的概念、作用机制和构成要素。在总结国内主要品牌经济型酒店常客计划方案的基础上,利用正交设计产生了一个关于经济型酒店会员计划奖励方式偏好的调查表。利用这个调查表进行了针对酒店入住者的问卷调查,基于结合分析方法对调查数据进行了统计分析,实证了消费者对经济型酒店会员奖励方式的偏好。实证结果表明,基于年内住店时间和费用负担方式两个变量所划分的四类人群对各种奖励措施有不同的偏好。现有的常客计划并没有满足不同类型消费者的特定需求。研究结论提示,企业应当基于市场细分设计其常客计划,并力求实现吸引顾客和提高品牌价值的平衡。