顾客之间的感知相容性与其行为意向的关系研究

从顾客感知的视角,分析了顾客相容性的概念内涵和维度构成,设计了感知相容性的测量量表,并建立了反映感知相容性与顾客行为意向之间关系的理论模型。采用调查法收集数据,对相容性量表的信度和效度进行了检验,并进一步分析了感知相容性的4个维度,即空间相容性、特征相容性、语言相容性和行为相容性与顾客情绪、感知服务质量和行为意向之间的关系。最后,基于研究结果提出了进行顾客相容性管理的若干建议。     

享乐型服务的场景要素与顾客行为意向的关系研究

以享乐型服务消费的典型业态--休闲餐厅为研究背景,从情绪和认知两个视角对服务场景与顾客的情绪反应、感知服务质量、感知服务价值和行为意向的关系进行研究.在文献回顾的基础上,建立反映各概念关系的理论模型;利用自行开发的问卷,采用调查法收集数据,应用结构方程模型进行数据分析.研究结果表明,服务场景对调动顾客的积极情绪、提高顾客的感知服务质量和感知服务价值有显著影响,积极情绪、感知服务质量和感知服务价值均会影响顾客餐后的行为意向,感知服务价值对行为意向的影响最为显著,并且在情绪反应与行为意向、感知服务质量与行为意向的关系中起中介作用.研究结果的管理含义在于,享乐型服务的管理者应充分利用服务场景改善顾客的感知质量、感知价值和重购意愿,以获得持续的竞争优势.     

服务质量决定要因顾客满足和行动意图的影响--在中国服务产业的应用

为维持现有顾客和创造新顾客,服务企业必须知道怎样实施服务质量战略来增加顾客满足和行动意图,因为服务质量、顾客满足和顾客行动意图之间存在着因果关系.本研究把整体服务质量分解为相互作用质量、物理环境质量、结果质量三个决定要因,并对服务质量决定要因对顾客满足和行动意图的影响进行了研究,实证检验在中国服务产业中进行.对研究模型的验证结果支持本研究提出的所有因果假设,即构成整体服务质量的三个决定要因对顾客满足具有显著的正向影响,顾客满足对行动意图具有显著的正向影响.而且,对于中国顾客来说,服务质量决定要因对顾客满足的相对影响力依次为"结果质量"＞"相互作用质量"＞"物理环境质量".     

服务质量、消费价值、旅客满意感与行为意向

作者对广东省三个旅行社进行了一次实证研究,探讨服务质量、消费价值和旅客满意程度对旅客行为意向的影响。统计分析结果表明,这三个因素都对旅客的行为意向有直接的影响。服务质量、消费价值、旅客满意程度和旅客的行为意向既是四个不同的概念,又是旅游服务消费经历的子概念。     

Risk Perceptions,General Environmental Beliefs,and Willingness to Address Climate Change

The research reported here examines the relationship between risk perceptions and willingness to address climate change. The data are a national sample of 1225 mail surveys that include measures of risk perceptions and knowledge tied to climate change, support for voluntary and government actions to address the problem, general environmental beliefs, and demographic variables. Risk perceptions matter in predicting behavioral intentions. Risk perceptions are not a surrogate for general environmental beliefs, but have their own power to account for behavioral intentions. There are four secondary conclusions. First, behavioral intentions regarding climate change are complex and intriguing. People are neither nonbelievers who will take no initiatives themselves and oppose all government efforts, nor are they believers who promise both to make personal efforts and to vote for every government proposal that promises to address climate change. Second, there are separate demographic sources for voluntary actions compared with voting intentions. Third, recognizing the causes of global warming is a powerful predictor of behavioral intentions independent from believing that climate change will happen and have bad consequences. Finally, the success of the risk perception variables to account for behavioral intentions should encourage greater attention to risk perceptions as independent variables. Risk perceptions and knowledge, however, share the stage with general environmental beliefs and demographic characteristics. Although related, risk perceptions, knowledge, and general environmental beliefs are somewhat independent predictors of behavioral intentions.     

Self‐Service Operations at Retail Stores: The Role of Inter‐Customer Interactions

Inter‐customer interactions are important to the operation of self‐services in retail settings. More specifically, when self‐service terminals are used as part of customers’ checkout processes in retail operations without the explicit involvement of retailers as the direct service providers, inter‐customer interactions become a significant managerial issue. In this article, we examine the impact of inter‐customer interactions at retail self‐service terminals on customers’ service quality perceptions and repeat purchase intentions at retail stores. We conduct a scenario‐based experimental design (N = 674) using a 2 × 2 factorial design in which inter‐customer interactions are divided into “positive” vs. “negative” and occur during the “waiting” or during the actual “transaction” stages of self‐services at a retail store. We use attribution theory to develop the hypotheses. The results demonstrate that, through their interactions, fellow customers can exert influences on a focal customer's quality perceptions and repeat purchasing intentions toward a retail store. Furthermore, these influences were impacted by how customers attribute blame or assign responsibility toward the retail store. Service operations managers should leverage these interactions by designing into self‐service settings the capacities and interfaces that are best suited for customers’ co‐production of their self‐service experiences.     

An Empirical Study of the Volkswagen Crisis in China: Customers’ Information Processing and Behavioral Intentions

Product‐harm crises usually lead to product recalls, which may cause consumers concern about the product quality and safety. This study systematically examines customers’ immediate responses to the Volkswagen product recall crisis in China. Particular attention was given to customers’ responses to the risk information influencing their behavioral intentions. By combining the protective action decision model and the heuristic‐systematic model, we constructed a hypothetical model to explore this issue. A questionnaire survey was conducted to collect data involving 467 participants drawn from the customers of Volkswagen. We used structural equation modeling to explore the model. The results show that customers’ product knowledge plays an important role in their responses to the crisis. Having more knowledge would make them perceive a lower risk, but they might need even more information, making them more likely to seek and process information, and subsequently increasing their positive behavioral intentions toward the firm (that is pro‐firm behavioral intentions). Risk perception increased customers’ information needs, information seeking, and information processing but decreased their pro‐firm behavioral intentions. In addition to promoting information seeking, information needed to also facilitate customers’ systematic processing and thus increase their behavioral intentions to take corrective action. Customers’ behavioral intentions were also spurred by systematic processing, but failed to be predicted by information seeking. In summary, theoretical and practical implications and suggestions for further research are also discussed.     

Analyzing the Value of Service Quality Management: Gaining Competitive Advantages

Parasuraman, Zeithaml and Berry (1990) demonstrate Service Qualitymeasurements that incorporate customer expectations provide richer informationthan those that focus on perceptions only. Also, executives in companies thathave switched to a disconfirmation-based measurement approach have greaterdiagnostic value.The research method design includes two alternative questionnaire formats:expectations and perceived levels of service quality. PZB (1994) theorizedthat the three-column format generates separate ratings of desired, adequate,and perceived service with three identical, side-by-side scales. It requirescomputing the perceived – desired and the perceived-adequate differencesto quantify measures of service superiority (MSS) and measures of serviceadequacy (MSA).Rust Zahorik and Keiningham (1993), Devin and Dong (1994) emphasized thereturn on service quality, as an investment is required to remain competitivein a global market. This research will give the university's administrators,as well as all corporate leaders the opportunity to implement `servicequality' improvement strategies in areas of weakness.     

Precision of Information,Sensational Information,and Self‐Efficacy Information as Message‐Level Variables Affecting Risk Perceptions

Studies that investigate how the mass media cover risk issues often assume that certain characteristics of content are related to specific risk perceptions and behavioral intentions. However, these relationships have seldom been empirically assessed. This study tests the influence of three message‐level media variables—risk precision information, sensational information, and self‐efficacy information—on perceptions of risk, individual worry, and behavioral intentions toward a pervasive health risk. Results suggest that more precise risk information leads to increased risk perceptions and that the effect of sensational information is moderated by risk precision information. Greater self‐efficacy information is associated with greater intention to change behavior, but none of the variables influence individual worry. The results provide a quantitative understanding of how specific characteristics of informational media content can influence individuals’ responses to health threats of a global and uncertain nature.     

服务质量管理研究的回顾与现状探析

服务经济时代,服务质量管理是服务运作和服务营销的重要研究问题之一。通过对服务质量形成机制、评价及管理三个领域文献的搜集与整理发现,此类研究可归纳为由两个条件和两部分内容组成的服务质量管理模型:Gronroos的顾客感知服务质量和PZB的五差距等差距模型反映了服务质量的核心形成机制,顾客特征及心理因素是其重要影响因素;SERVQUAL作为典型的服务质量测量表,常被与模糊数学、DEMATEL法综合运用于服务质量评价与改进;服务质量管理包括以服务接触相关要素管理为主的功能质量管理和以服务质量系统改进为主的技术质量管理。此外,网络环境下,服务质量具有特殊的形成机制,决定了其评价与管理的新特点。当前,在服务科学框架下进行服务质量管理研究渐成趋势,未来研究可结合网络特征和新兴服务业,关注服务质量动态特征及科学评价方法,展开行业或城市层面的服务质量管理研究。     

An Application of Expectancy Theory to Explain a Manager's Intention to Use a Decision Support System

A continuing gap exists between the capabilities of sophisticated computer-based information systems and the extent to which these systems are used by individuals. Studies which have examined the relationship between system utilization and various user, system, implementation, and organizational variables have provided few consistent findings. A new approach to this topic is suggested by a recent study by Davis, Bagozzi, and Warshaw [11], which indicates that individuals' intentions to use a system determine subsequent use. A large body of psychology-based research also supports this relationship between behavioral intentions and subsequent behavior. This study employs expectancy theory, which has often been used to examine behavioral intentions, to explain managers' intentions to use a decision support system (DSS). The results imply that the variables of the expectancy force model are determinants of a manager's behavioral intentions to use a DSS, and the variables of the expectancy valence model are determinants of the attractiveness of using a DSS to a manager.     

Managing behavioral intentions in diverse cultural environments: an investigation of service quality,service value,and satisfaction for American and Ecuadorian fast-food customers

This study reports a cross-cultural assessment of the effects of service quality, service value, and satisfaction on consumers' behavioral intentions. The study endeavors to extend recent advances in services marketing theory to the international level of analysis. A composite model of a service encounter is developed based on the literature cited and compared across 425 North American and Latin American fast-food customers. A number of significant findings are reported, including the empirical verification of the position that service value and satisfaction drive consumers' behavioral intentions in North America, whereas Latin Americans are found to emphasize satisfaction in their service assessments. These results indicate that American consumers tend to place more emphasis on the tradeoff between what they receive in the service encounter and what they have to give up to receive the benefit. Conversely, Latin American consumers place heightened importance on the more emotive satisfaction judgment. The immediate implication for practitioners in both regions is that North Americans should respond favorably to offerings that emphasize the quality of the meal relative to the expenditure required. Latin Americans, on the other hand, should respond to more emotional appeals that accentuate the pleasure derived from the encounter.     

Quality Assurance for Public Administration: A Consensus Building Vehicle

Public administrations in all parts of the world are faced with multiple pressures to innovate and improve effectiveness and efficiency. Reforms range from New Public Administration (NPM) to other forms of reorganizations like gestion publique par contrats (France, Belgium) resulting in various forms of New Public Administrations (NPA). While many of these reforms may have proven successful, criticism vis-a`-vis all forms of public administrative reforms have increased. Neither NPM nor NPA have a documented track record of success and debates abound about the democratic legitimacy of NPM or the economic effectiveness of NPA. Concerned citizens and government officials alike are looking for methods to find a common ground to assess the quality of public administrations be they based on NPM or NPA. Quality assessment methods offer a transparent method of assessing the performance of public administrations. This article proposes such a quality method based on an adapted version of the ISO Quality guideline as recently developed by a working group within the Swiss national quality association.     

Gaining Competitive Advantages: Analyzing the Gap between Expectations and Perceptions of Service Quality

Universities have obligations to fulfill the needs of two customers –students and industry. Students must be intellectually prepared to meet the challenges of a highly competitive global environment. One approach in meeting this challenge is to focus on `Service Quality.' The purpose of this paper is to review the relevant research literature and theorize several propositions about SERVQUAL in the higher educational environment. The research considers the gap between expected services and perceived services and how these dimensions of SERVQUAL may be utilized to improve service quality and customer satisfaction.     

国外物流服务质量研究述评

物流服务质量研究历时40年,在某些方面取得了一定的理论研究成果,但至今尚未形成完整的理论体系。系统地梳理和总结了国外物流服务质量研究的相关文献,认为物流服务质量研究具体可以划分为3个阶段:概念研究阶段、测量研究阶段、理论研究阶段,并着重对每一阶段的物流服务质量研究进行了分析和评论,进而提出了未来的研究展望。     

Reliability but not bias: Developing a scale to measure preferred channels for risk information during the COVID pandemic

To develop a new measure of preferred sources for risk information, two studies asked respondents to indicate what channels they were reliant on for information about COVID-19, from 25 news channels ranging across the political spectrum. Unexpectedly, dependencies clustered around level of reliability rather than the political orientation of the news channel. In other words, each cluster included media channels from both the left and right side of the political spectrum, while dependencies clustered into sources that varied by the degree to which their content is reliable. Participants who turned to lower reliability channels indicated lower risk perceptions, less accurate probability estimations, reduced vaccination intentions, and lower protective behavioral intentions. Those inclined to use higher reliability channels indicated higher risk perceptions, more accurate probability estimations, increased vaccination intentions, and higher protective behavioral intentions. These relationships are discussed in terms of implications for our understanding of source reliance and risk perception, information sufficiency, and implications for both future research and public health interventions.     

基于前景理论的LSSC服务质量管控策略的演化博弈分析

物流服务的完成质量依赖于物流服务供应链（LSSC）中集成商（LSI）与提供商（FLSP）的共同努力。本文基于决策者有限理性的假设，将前景理论与演化博弈相结合，分析物流服务供应链中服务质量管控活动，讨论提供商服务策略与集成商管控策略的博弈过程，通过仿真揭示损失规避系数、感知价值的敏感系数、竞争替代效应、责任分担比率对演化结果的影响。本文的创新与特色在于：一是借助前景理论中的价值函数与决策权重函数修正传统演化博弈中的支付矩阵，扩展了物流服务供应链中关于博弈者风险态度、损益感知价值等心理因素的讨论。二是通过考虑集成商间的竞争替代效应，丰富了现有文献中对集成商监管策略影响因素的探讨。研究结果表明：提升提供商对违约成本的感知价值、发挥集成商间的竞争替代效应是系统达到最优均衡点的有效途径；增强提供商与集成商对违约后果的认知程度、提高双方的风险意识能有效抑制服务违约行为；各核心要素对系统演化的影响方式不同，通过模型与仿真结果可解释由责任分担不当诱发的LSSC服务质量管控不利的问题。     

Americans’ Views of Voluntary Protective Actions Against Zika Infection: Conceptual and Measurement Issues

Understanding factors affecting decisions by people to protect themselves, or not, is critical to designing supportive communications. Here, threat, protective‐action, and stakeholder perceptions were evaluated for effects on mainland Americans’ behavioral intentions regarding Zika in April 2017, as postulated by the Protective Action Decision Model. Although all three perception types (including a novel resource sufficiency measure) affected intentions, these relationships varied widely depending upon the method used to measure adoption of actions (e.g., total count of all behaviors adopted vs. behavior‐specific analyses), the behaviors involved, and whether analysis focused on the full sample or only on people who had a reasonable opportunity to enact the behavior or who believed it relevant to their lives. There was a general contrast between mosquito control actions (removal of mosquito breeding areas and pesticide spraying) and travel‐related behaviors (avoiding travel to areas of local transmission of the virus, protecting oneself from mosquito bites after potential exposure, and practicing safe sex after potential exposure). Reported action or inaction during the 2016 mosquito season, and stages of behavior change, were both elicited in January–February 2017; both drove intentions in April 2017 for the upcoming season, although direct and indirect effects varied widely. Collectively these findings present theoretical, measurement, and practical implications for understanding, tracking, and promoting voluntary protective actions against hazards.     

Adoption of WAP-enabled mobile phones among Internet users

This paper examines the attitudinal, social and perceived behavior control factors that are associated with the adoption of WAP-enabled mobile phones among Internet users. An online questionnaire is used to gather data. The results show that attitudinal and social factors rather than perceived behavioral control factors play a significant role in influencing intentions to adopt a WAP-enabled mobile phone. In particular, perceptions of relative advantage, risk, and image are found to influence adoption intentions. In addition, reference groups too play an important role in shaping adoption intentions. Implications of results and directions for future research are examined.     

Examining Consumer Behavior Toward Genetically Modified (GM) Food in Britain

This study examined behavior toward genetically modified (GM) food in a British community-based sample. We used an equivalent gain task in which participants actually received the options they chose to encourage truthful responding. In conjunction with this, theory of planned behavior (TPB) components were evaluated so as to examine the relative importance of behavioral influences in this domain. Here, the TPB was extended to include additional components to measure self-identity, moral norms, and emotional involvement. Results indicated that the monetary amounts participants accepted in preference to GM food were significantly lower than those accepted in preference to non-GM food. However, the vast majority of participants were indifferent between GM and non-GM food options. All TPB components significantly predicted behavioral intentions to try GM food, with attitudes toward GM being the strongest predictor. Self-identity and emotional involvement were also found to be significant predictors of behavioral intentions but moral norms were not. In addition, behavioral intentions significantly predicted behavior; however, PBC did not. An additional measure of participants' propensity to respond in a socially desirable manner indicated that our results were not influenced by self-presentation issues, giving confidence to our findings. Overall, it appears that the majority of participants (74.5%) would purchase GM food at some price.