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1.
This study focuses on customers' information-sharing behavior in the context of online brand advocacy behavior regarding hotel brands. We aim to explain hotel customers' online brand advocacy behavior through three-sided justice evaluations (i.e., justice for employees, justice for the self, and global belief in a just world), and their hotel satisfaction. Hypotheses are tested by using survey data acquired from 688 individuals on Amazon's Mechanical Turk (MTurk) through partial least squares structural equation modeling (PLS-SEM). The findings show that customers' perceptions of justice for the self positively affect their hotel satisfaction, perceptions of justice for employees and the global belief in a just world positively affect online brand advocacy behavior, and hotel satisfaction also positively affects online brand advocacy behavior. We expand current research efforts on online brand advocacy research and provide theoretical and managerial implications for the development of marketing and management research and practice. 相似文献
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Within the context of the airline industry, this study offers an integrated approach measuring the effects of internal brand communication, brand-centered training, transformational leadership, brand ideology, and internal brand communities on job satisfaction and work outcomes. It further explores the role of job satisfaction as a mediator between internal branding and work outcomes. Following an analysis of 485 responses, we find that leadership, ideology, and communities positively influence job satisfaction, which in turn affects intention-to-stay, team performance, and brand commitment. Job satisfaction is also found to mediate the relationships between internal branding (i.e., transformational leadership, brand ideology, and internal brand communities) and work outcomes. These findings highlight that appropriate branding strategies can enhance airline development through employee satisfaction. 相似文献
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In this paper, we examined the impact of different judgment calls by service personnel on service satisfaction, in response to inappropriate requests from customers. Based on the stereotype content model, we propose that employees servicing with these requests are often evaluated on two fundamental dimensions, warmth and competence, and the accessibility of one dimension over the other determines overall service satisfaction of fellow customers. Through three experiments, the current research shows that fellow customers perceive service employees who consent to an improper request as higher in warmth but lower in competence than those who reject the request. However, when the compliance has serious consequences for a fellow customer, this negatively affects the competence evaluation but not the warmth evaluation, which in turn reduce customer satisfaction. When the focal customer suffers from the serious consequences, this positively affect both competence and warmth perception, which in turn enhance fellow customer satisfaction. This research could be used to identify ways to handle improper requests made by customers. 相似文献
4.
ABSTRACTThis research introduces online travel photos published on social media platforms as a complementary data resource to examine the behavior and experience of museum visitors. The practical value of online travel photos is demonstrated through a case study of popular Hong Kong museums, particularly by using the photo content and metadata available from the Flickr platform. The proposed approach is a generic method for understanding museum visitor behavior and preferences, and supports museum practitioners in developing improved products for visitors. The case study findings are particularly beneficial for tourism managers, especially those in Hong Kong, in promoting and attracting tourists to visit local museums. 相似文献
5.
The purpose of this study is to elaborate the structural relationships among the experiential quality dimensions, experiential trust, emotional attachment, experiential image, switching experience, experiential satisfaction, and experiential loyalty from the green perspective. The study findings are based on structural equation modeling (SEM) analysis of a convenience sample of 560 customers at one green restaurant in Taipei City, Taiwan. The findings show that investing resources in an increase in the experiential quality dimensions and a decrease in green switching experience is useful to enhance green experiential trust, green emotional attachment, green experiential image, green experiential satisfaction, and green experiential loyalty. 相似文献
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Emi Watanabe-Fujinuma Benjamin F. Banderas Yukihiro Koretsune Koichiro Kumagai Shinichiro Uchiyama Takeshi Yamashita 《Journal of medical economics》2019,22(8):798-805
Aims: The Anti-Clot Treatment Scale (ACTS) and Treatment Satisfaction Questionnaire for Medication version II (TSQM-II) are validated treatment satisfaction patient-reported outcome (PRO) instruments. The ACTS includes two domains: Burdens and Benefits; the TSQM-II includes four: Effectiveness, Side Effects, Convenience, and Global Satisfaction. Japanese-language versions of the ACTS and TSQM-II have been developed and linguistically validated. This study aimed to assess their psychometric properties in Japanese patients with atrial fibrillation (AF).Materials and methods: ACTS and TSQM-II data from 534 patients with AF were collected in a Japanese post-marketing surveillance study of a direct oral-anticoagulant, rivaroxaban. Four key psychometric properties, in line with best practice guidelines from the US Food and Drug Administration, were examined using traditional psychometric methods: acceptability, scaling assumptions, reliability (i.e. internal consistency reliability, test-retest reliability), and construct validity (i.e. convergent validity and known groups).Results: ACTS Burdens and Benefits and TSQM-II Effectiveness, Convenience, and Global Satisfaction scales were found to be acceptable (e.g. item-level missing data at baseline <4%), with all scales having good internal consistency (Cronbach’s alpha > 0.80). test-retest reproducibility intraclass correlation coefficients for the ACTS Burdens and Benefits were 0.59 and 0.65, respectively, and between 0.54–0.61 for the TSQM-II scales. Known-groups validity for the ACTS and TSQM-II was supported by differences in scale scores by positive and negative impact (p?<?0.05). Correlations between the ACTS and TSQM-II (convergent validity) were lower than expected (range r?=?0.09–0.48), but in line with the original ACTS development study.Limitations: Evaluation of test-retest reproducibility was limited by assessment period, which was longer (3 months) than recommended guidelines (usually up to 2 weeks).Conclusions: Overall, Japanese versions of ACTS and TSQM-II scales satisfied internal consistency reliability and traditional validity criteria. Our study supports the ACTS and TSQM-II as appropriate PRO instruments to measure satisfaction with anticoagulant treatment in Japanese patients with AF.Trial registration: NCT01598051, clinicaltrials.gov; registered April 20, 2012. 相似文献
8.
Agnieszka Chwialkowska 《Journal of Promotion Management》2019,25(2):270-300
Brands are constantly competing for user attention on Facebook and are trying to encourage fans to share, click ‘like’, and comment their posts. Yet, it remains unclear what content strategies are successful at encouraging those behaviors. Noting that the effectiveness of brand content strategies still remains an uncharted research area, this study adopts a discovery-oriented approach and employs workshops, quantitative content analysis, and episodic interviews, to link desired user responses (namely clicks share, ‘like’, and comment) to brand content strategies. This study reveals that customer-centric content strategies are the most effective at encouraging user responses. Managers can use provided recommendations to engage their customers by adopting content strategies that result in desired behavioral reactions. 相似文献
9.
Automated content analysis of online travel reviews allows identification of topics of travelers' satisfaction, yet its domain is not well researched. We suggest that the Anna Karenina principle positing a greater variability of the factors leading to business failure as opposed to those leading to success can be applied to the domain of visitors’ reviews of historic and cultural attractions. The larger variability of issues in reviews of dissatisfied visitors is likely to result in limitations for automated topic modeling. We confirm our proposition using TripAdvisor reviews of the Terracotta Army museum in China, and validate the outcome with two additional sites. The study strongly suggests that application of unsupervised topic mining algorithms to negative reviews may be problematic and the results should be treated with caution. The main themes of dissatisfaction of visitors to all three sites are reported and practical implications for management of the attractions are discussed. 相似文献
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