不同产业结构之间顾客抱怨行为的差异研究

过去三十年来,虽然学者们对顾客抱怨行为的产生机制和决定因素进行了广泛的研究,但这些研究忽视了消费者与产业环境之间的互动对其抱怨行为的影响。为此,本文提出一个理论框架,从产业结构的三个方面(产业集中度、产业成熟度和产品差异度)分析了产业特征会造成不同的顾客抱怨行为倾向。     

价值取向对服务业顾客抱怨倾向的影响

顾客抱怨可以为企业持续改进服务和重新赢得顾客提供有价值的信息,因此,研究顾客抱怨行为有重要的现实意义。本文在对现有研究进行回顾的基础上,借鉴顾客抱怨规划行为理论,通过实证研究分析了顾客价值取向对其抱怨倾向的影响。结果发现,顾客价值取向不同,影响他们抱怨倾向的主要因素也不相同,这要求服务企业需要根据目标顾客的价值取向制定相应的政策。     

中国传统文化对顾客抱怨行为影响的研究

在中国传统文化的影响下,顾客经历不愉快的购物或服务后,会更加倾向于消极抱怨行为。开展文化对顾客抱怨行为影响的研究能够帮助中国企业更好地采取应对策略,促使顾客由消极抱怨行为转化为积极的抱怨。     

服务行业顾客抱怨处理与顾客行为意向关系研究

本文在感知公平的基础上构建了顾客抱怨处理与行为意向的关系模型,并将自我解释倾向和关系类型作为调节变量,从路径和模型变量差异两方面分析不同类别顾客的显著特征,得出一些关于顾客抱怨管理的有益启示.     

餐饮企业顾客抱怨及解决方法

我国餐饮企业发展迅速，但是其中也存在一些问题。顾客抱怨成为了餐饮企业发展的一大瓶颈问题.本文阐述了顾客抱怨的主要原因和倾向，并论述了餐饮企业对于顾客抱怨应采取的对策。     

服务失败情境下面子丢失对顾客抱怨倾向的影响

作者基于中国文化中特有的面子理论对消费者在服务失败中的心理反应机制进行了详尽的探讨,提出了以顾客损失、面子丢失和情绪为核心的顾客抱怨倾向模型。该文采用真实录像情景实验法进行了实证研究,证实了面子机制在服务失败下是真实存在的,消费者的面子损失会影响失败后情绪,进而影响其抱怨倾向。     

客户抱怨了，咋办?

<正>顾客对于服务品质的要求日益严苛,处理顾客抱怨的技巧也就日形重要。顾客对于服务品质的要求日益严苛,动辄以高标准来批评服务,因此企业处理顾客抱怨的技巧就日形重要。“处理抱怨八步”提供了抱怨处理的步骤与技巧：第一步：倾听抱怨而不打断1.同情是为了解决问题而对顾客感情     

新产品脱销等待时间对顾客抱怨行为的影响：基于有调节的双中介模型

新产品经常因为脱销而让顾客被迫等待，其中等待时间会对顾客抱怨行为产生重要影响。然而，目前对该问题却严重缺乏关注和研究。本文基于心理所有权理论和焦虑情绪理论，通过构建有调节的双中介模型深入探查了新产品脱销等待时间影响顾客抱怨行为的内在机理与边界条件，并通过实验研究方法进行了实证检验。2个实验的研究结果显示：(1)新产品脱销等待时间会影响顾客抱怨行为，长时等待较之于短时等待更容易引起顾客抱怨；(2)心理所有权与心理焦虑感会共同中介新产品脱销等待时间对顾客抱怨行为的影响；(3)控制源会对心理所有权与心理焦虑感双中介效应起着调节作用，即内源控制更容易让心理所有权中介效应占优，而外源控制更容易让心理焦虑感中介效应占优。该研究结论不仅对于深化和完善产品脱销、等待时间感知和顾客抱怨行为等理论具有重要意义，而且对于厂商有效改善产品脱销管理、顾客理性看待新产品脱销和监管机构规范治理新产品脱销现象有重要的管理启示。     

服务失误时顾客为什么会选择不同的抱怨行为?——服务失误时自我威胁认知对抱怨行为意向的影响

本文借用社会心理学中的自我威胁的概念来预测顾客抱怨的原因和抱怨的行为意向。首先,本文在回顾了大量文献的基础上对顾客抱怨当前研究状况总结与归纳,指出目前存在的不足之处。其次,为了改善这些不足,本文结合相应的自我概念,从理论上深层次地分析了顾客抱怨产生的原因,解释了顾客抱怨意向的选择,并围绕顾客抱怨产生的原因与行为意向,提出一个概念模型,即基于顾客自我威胁认知的抱怨选择模型。紧接着,本文对该模型进行了验证与讨论,得出了一些关于顾客服务感知与抱怨预测的有益启示。文章的最后,指出本研究的局限以及未来研究的方向。     

顾客参与一定会导致顾客满意吗——顾客自律倾向及参与方式的一致性对满意度的影响

在产品或服务的生产过程中,顾客参与行为越来越普遍。营销文献主要集中在顾客参与带来的经济影响上,对顾客参与方式、顾客心理特质基本没有涉及。本文在已有文献的基础上,通过模拟情景实验法探讨顾客参与对顾客满意的影响。研究表明,顾客参与本身并不是顾客满意的直接刺激因素,感知参与方式的一致性、自身的自律倾向和不同的服务结果都会对满意度产生不同程度的影响。     

顾客抱怨行为的前置因素及调节因素分析

基于前人的研究并结合中国消费者的实际,我们尝试提出和验证了一个以理论为基础、用于解释消费者抱怨成因及行为反应的整体框架。本研究还重构了抱怨行为反应的两阶段动态模型并剖析了它们之间的相互关系。此外,本研究还考察了感知抱怨成本、中国文化背景下命(缘)的消费者个人价值观以及服务补救失验这三个变量所起到的调节作用。     

First Step in Social Media: Measuring the Influence of Online Management Responses on Customer Satisfaction

With the growing influence of online social media, firms increasingly take an active role in interacting with consumers in social media. For many firms, their first step in online social media is management responses, where the management responds to customers' comments about the firm or its products and services. In this article, we measure the impact of management responses on customer satisfaction using data retrieved from a major online travel agency in China. Applying a panel data model that controls for regression toward the mean and heterogeneity in individual preference for hotels, we find that online management responses are highly effective among low satisfaction customers but have limited influence on other customers. Moreover, we show that the public nature of online management responses introduces a new dynamic among customers. Although online management responses increase future satisfaction of the complaining customers who receive the responses, they decrease future satisfaction of complaining customers who observe but do not receive management responses. The result is consistent with the peer‐induced fairness theory.     

企业对顾客直接投诉的反应及其影响

从顾客直接投诉对企业的重要性,企业对顾客直接投诉反应的分类与描述,企业处理投诉对顾客的影响,以及投诉处理后顾客的反应几个方面对相关研究文献进行了回顾。其中,企业处理顾客的直接投诉包括及时性、简易性、补偿、道歉、解释和关注6个维度。此前的研究发现,这些维度对企业处理顾客直接投诉的效果有显著的影响。在文献回顾的基础上,建立了一个企业对顾客直接投诉的反应及影响模型,并找到了一些研究不足,提出了今后的研究方向。     

Shame on Who? The Effects of Corporate Irresponsibility and Social Performance on Organizational Reputation

This study examines the relationship between corporate irresponsibility, corporate social performance and changes in organizational reputation. By combining attribution theory with expectancy violations theory, we provide the first systematic analysis of how organizational reputations are influenced by attributions of corporate irresponsibility in the context of social expectations. Drawing on a comprehensive and unique corporate irresponsibility dataset, this study reveals that firms previously believed to be most socially responsible are penalized by evaluators when corporate culpability is verified by a court of law. Conversely, firms perceived as least socially responsible were more likely to suffer reputation penalties when accused of irresponsibility, without their culpability established through litigation. Overall, the results of our study suggest that organizational reputations are mostly stable in light of irresponsibility, in that evaluators only penalize certain firms, in certain circumstances. Specifically, reputation penalties occur when highly responsible firms are perceived as hypocritical and least responsible firms were not found culpable by a court of law. Upon reflection on these findings, our study reveals that the mechanisms of social sanction previously assumed to regulate irresponsibility are weaker than currently understood. The theoretical and policy implications of this study are discussed, along with directions for future research on social evaluations.     

The Relationship Between Cognitive Maps,Industry Complexity and Strategies Implemented: The Case of the Carpi Textile-Clothing Industrial System

This paper discusses the relationship between the subjective organisation and the perceived competitive structure of an industry based on an empirical study of the Carpi textile-clothing district, which partially replicates a previous study of the Scottish knitwear industry conducted by other authors (Porac et al., 1995). The initial hypothesis to be tested is that an industry may be broken down into a number of subsets of firms within which competition is perceived as being fiercer as compared with firms in different subsets. These subsets, or groups, correspond to the groups or types of firms into which decision-makers -- managers and entrepreneurial business owners alike -- perceive the industry as being divided.The results of the study are then compared to the empirical evidence from the research conducted by other authors. This comparison provides some interesting elements for investigating the relationships between industry complexity, cognitive maps and strategies implemented by the firms belonging to it. After suggesting a definition of complexity of an industry as the number of strategies implemented in it by competitors, we discuss the hypothesis that key-actors in the firms develop a mental picture of their environment that tends to become less comprehensive and accurate as the degree of complexity of the environment itself increases.     

EFFECTS OF ENVIRONMENTAL MANAGEMENT SYSTEMS ON ENVIRONMENTAL MANAGEMENT PRACTICES AND OPERATIONS

To date, it is unclear as to how Environmental Management Systems (EMS) are implemented and what effects these systems have on other environmental and operational practices. This study reports empirical insights to EMS practices based on the largest EMS survey of manufacturing firms in the United States. The objective of the study is to test for a relationship between environmental management systems and perceived operations performance while considering direct and indirect effects of various environmental practices. The results of this study are supported by several field studies and provide a new source of information regarding EMS theory development. The results also indicate a positive relationship between an EMS, the environmental practices a firm engages, and operations performance measures.     

旅游企业员工服务导向意识的前置因素与后果研究

作者在27个宾馆、餐馆、旅行社进行了一次实证研究,探讨服务导向概念的组成成分与员工服务导向的影响因素和作用。数据分析结果表明,营销导向、情感密集和负责精神是服务导向概念的组成成分,企业的支持、员工的心理受权和工作满意感都是影响员工的服务导向的重要因素,员工的服务导向意识对员工工作行为和旅游企业的外部效率有直接或间接的影响。     

基于顾客感知价值的服务企业竞争力探析

随着服务业在社会经济发展中的地位日益突出,服务企业竞争力问题开始引起学术界关注。本文将顾客感知价值嵌入传统的企业战略研究范式之中,阐述了顾客感知价值与企业竞争力的关系;在剖析了顾客感知价值概念及其决定因素的基础上,结合服务的基本特性提出了通过改善顾客感知价值提升服务企业竞争力的策略。     

Firms' (non)responses: The role of ambivalence in the case of population aging in Japan

The literature supports and recommends that firms be responsive to external environments for prosperity and survival. However, many firms do not seem to heed this advice when it comes to important but uncontrollable environmental forces such as population aging. We investigate firms' (non)responses to population aging, one of the grand challenges of our time. While theoretical explanations for firms' responses to external environments abound, surprisingly, we lack concrete empirical evidence about why some companies do not respond to population aging while others do. Building on the cognition–response framework and utilizing a sample of 545 Japanese corporations, we investigate the magnitude and extent of organizations' corporate-level responses to population aging in Japan, the world's most aged society. While controlling for the firms' resource dependence and slack resources, we find robust, positive effects of perceived state certainty on organizational responses. Specifically, we find that perceived state certainty takes both direct and indirect routes (Daft and Weick 1984) to increasing firm response to population aging. We also find that firms' self-perceived controllability has a direct effect on firm response. Most intriguingly, the organization's ambivalence toward the implications of population aging on their business does not directly reduce firm response. Instead, it is found to be a quasi-moderator that interacts with perceived state certainty and negatively affects the responses to population aging. Ambivalence is an important factor that has been largely overlooked and warrants more research attention to address not only this particular grand challenge but also others (e.g., climate change).