The Impact of Non-Normality and Estimation Methods in SEM on Satisfaction Research in Marketing

This paper discusses consequences of violating the normal distribution assumption imbedded in Structural Equation Modeling (SEM). Based on real data from a large sample customer satisfaction survey we follow the procedures as suggested in leading textbooks. We document consequences of this practice and discuss its impact on decision making in marketing.     

SEM图像分形维数的影响因素研究

以玻璃光纤、碳纤维纸和两种机加工表面样本的扫描电子显微镜图像为对象,运用盒维法研究了不同的放大倍数和采集过程中受到的噪声干扰对分形维数的影响.研究结果表明,随着放大倍数增大或随着椒盐噪声密度和高斯随机噪声方差的减小,分形维数下降.放大倍数和噪声对分形维数都有较大影响.在扫描电子显微镜图像分形维数的计算中,可以依据试样的结构特征选择合适的放大倍数,进行去噪处理后再计算图像的分形维数.     

Managing service recovery experience: Effects of the forgiveness for older consumers

The research studies empirically the role that fairness plays in shaping emotional and behavioral forgiveness among older U.S. consumers (55 years of age and older). A theoretical model is proposed and tested that proposes, consistent with theory on emotions, that perceptions of justice affect behavioral forgiveness through emotional forgiveness. An alternative theory questions whether the effects of justice are totally mediated by emotion. Comparative results support the latter model. The cognitive perceptions of justice display a stronger effect compared to the mediated effect through emotional forgiveness. Additionally, an examination of moderation by psychological age suggests that relatively old and young (psychologically) consumers react in the same manner. While clearly, service managers need to be sensitive to the emotions of senior customers, the results here suggest a stronger role for cognitive perceptions of justice. Thus, service providers need to provide senior consumers with clearly understandable explanations for any service failure and explain how the recovery efforts will compensate for the failure.     

The effects of distributive,procedural, and interactional justice on customer retention: An empirical investigation in the mobile telecom industry in Tunisia

The framework offered in this study provides empirical evidence concerning the interaction between distributive, procedural and interactional perceived justice and loyalty program satisfaction on relational satisfaction in the mobile telecommunication context. Firms that rely on justice perception for strategy implementation are able to attain customer retention. This study suggests a theoretical model of customer retention that aims at investigating the role of satisfaction with loyalty program on relationship marketing. The structural equation modeling was used to test the hypothetical relationships. A self-administrated questionnaire was distributed to a total of a convenience sample of 520 customers of multiple mobile phone companies. The target population includes customers who have subscribed to a loyalty program. Results show that distributive justice moderates the relationship between satisfaction with the loyalty program and relational satisfaction. The results highlight the need to focus on distributive justice in order to nurture satisfaction and loyalty. Satisfaction with the loyalty program is a key predictor of a satisfactory relationship with the operator and customer retention.     

A Qualitative Study for Measuring Warehouse Performance Using Triangulation Approach

This research aims to validate a structural equation modeling （SEM） model for measuring warehouse performance using data from an international company in Australia （company G）. Moreover, a methodological triangulation method was also adopted to test whether different methodological approaches produce convergent findings about warehouse performance measurement （WPM）. These three different methods are the SEM model, the multiple case research study, and validation of the SEM model using data from 80 companies in Thailand and a company in Australia. With the results from the triangulation method, it is obvious that the SEM model can be used to measure the performance of warehouses in Thailand and Australia. Since the SEM model consists only of significant indicators, it is more appropriate than company G＇s scorecard. Furthermore, the SEM model can overcome the limitations of traditional models by allowing companies to compare their performance over time.     

The Success Factors of Food Events: The Case Study of Umbrian Extra Virgin Olive Oil

Gastronomic events are an important part of the “Made in Italy” and a vital tool for rural development. The aim of the study is to identify the complexity of the factors that determine the success of a food event. The authors, after state-of-the-art analysis of the event marketing, formulate the hypothesis of a causal model and form a data collection during the “open oil mills” in the Umbria region. Through in-depth interviews the participants were asked to express themselves about the importance and interest attributed to some aspects directly related to the theme of the event, and finally to indicate the degree of satisfaction and the likelihood of some of their future behavior. Statistical analysis based on structural equation models allowed the authors to highlight which aspects are significant in order to confirm the assumptions made. Results provide guidance for management decisions and organization of food and wine.     

The Hong Kong tourist satisfaction index

This study develops a tourist satisfaction assessment system based on a dual-model framework and demonstrates its general applicability. The first model concerns tourist satisfaction and its key antecedents and consequences. Structural equation modelling is employed to investigate the relationships amongst the constructs in the theoretical framework, and is then used as a basis for the computation of sectoral-level tourist satisfaction indexes. The second model is designed to estimate an aggregate service satisfaction index and an overall destination satisfaction index using a multiple indicator and multiple cause approach. The framework is applied to a large dataset that represents six tourism-related sectors and seven major source markets of inbound tourism to Hong Kong.     

森林运动旅游的健康效应及其影响因素研究

以衢州市灵鹫山森林运动小镇为例,采用随机抽样的方法对游客进行问卷调查获取相关数据信息,然后运用结构方程分析游客行为感知和森林旅游资源对游客健康效应的影响。结果表明:森林运动体验对身体健康、心理健康和社会健康具有正向促进效应,其中促进身体健康的效应最大、促进心理健康的效应最小;运动项目体验、自然景观资源、生态环境资源和配套设施资源均对健康效应产生正向影响,且运动项目体验的健康促进效应更为综合和显著;对于提升森林运动旅游的健康效应,自然景观资源发挥的作用最理想,其次是运动项目体验和配套设施资源;生态环境资源的正向影响作用与游客的感知评价差异最大。因此,为有效提升森林运动旅游对游客的健康促进效应,森林运动型景区要在持续提升森林运动的项目种类、运动强度和难度适宜性的基础上提高景观资源、森林生态环境、管理人员专业素质和配套设施的质量和水平。     

An Exploratory Study of Brand Success: Evidence From the Food Industry

The goal of this research is to identify drivers that influence the brand success, in order to develop a more effective business strategy. An abductive theory approach is adopted and food managers from Italy and Sweden were questioned. The authors modeled the eight correlated first-order factors, using seven independent variables and the dependent variable brand success. The variance-based structural equation modeling approach (partial least square [PLS] algorithm) have been applied. This study provides insight and empirical evidence on brand success. The findings can be employed as more effective brand strategies in a sector that has been under-investigated in academic literature and practice.     

基于计划行为理论的农户耕地转入和转出意愿对比研究

［目的］农民耕地原子化程度不断加深,现行的家庭联产承包责任制已不能适应农村商品化和市场化的进程,严重制约了农村地区的经济发展。对山东部分农村地区农户进行耕地转入和转出意愿对比分析,以促进农村地区耕地流转提出可行性的建议,以期加速农村地区市场化进程,实现经济快速发展。［方法］以计划行为理论为基础,文章以行为态度、主观规范、感知行为控制3个潜在变量, 11个可测变量构建农户耕地转出和转入意愿模型,以山东省6个地区549户农户的实地调查数据为样本,利用结构方程模型对农户耕地流转意愿进行实证分析。［结果］行为态度和知觉行为控制对农户耕地转入和转出意愿都具有显著影响,且标准化路径系数都为正; 主观态度对耕地转入意愿具有显著性影响,其标准化路径系数为负,对转出意愿的标准化系数为正; 11个可测变量分别对相应的潜在变量都有显著性影响。［结论］行为态度对农户耕地转入和转出的影响效果不同,转入耕地的农户主要从耕地固有价值出发,而转出耕地的农户主要从经济理性考虑; 主观规范中4个可观测变量对农户耕地转出和转入的影响具有一致性; 知觉行为控制中农户的契约意识对耕地转出重要性大于耕地转入。