Online Intermediary as a Channel for Selling Quality‐Differentiated Services

When deciding whether to utilize an online intermediary in addition to their own distribution channels, quality differentiated service providers face the trade‐off between the benefit of extended reach and the threat of increased competition. Using an analytical framework, we analyze when and how service providers may utilize an online intermediary to their advantage in the presence of advance selling (i.e., selling a service at an early date for future consumption). In general, when an online intermediary is used, the competition effect dominates the reach effect and leads to a falling price trend. Interestingly, we find that the negative effect of increased competition on profits, due to intermediary usage, can be reversed by committing to self‐imposed participation limits (i.e., selling only a predetermined amount of services through the online intermediary). This ensures that the service provider is better off selling through both its own site and the online intermediary, rather than selling exclusively using either channel.      

Cultural Values,Trust, and Benefit‐Risk Perceptions of Hydraulic Fracturing: A Comparative Analysis of Policy Elites and the General Public

Hydraulic fracturing (“fracking”) has recently become a very intensely debated process for extracting oil and gas. Supporters argue that fracking provides positive economic benefits and energy security and offers a decreased reliance on coal‐based electricity generation. Detractors claim that the fracking process may harm the environment as well as place a strain on local communities that experience new fracking operations. This study utilizes a recently conducted survey distributed to a sample of policy elites and the general public in Arkansas and Oregon to examine the role of cultural value predispositions and trust in shaping the perceptions of risks and benefits associated with fracking. Findings indicate that cultural values influence both trust and benefit‐risk perceptions of fracking for both policy elites and the general public. More specifically, we found that trust in information from various sources is derived from the intrinsic values held by an individual, which in turn impacts perceptions of related benefits and risks. We also found that while the overall pattern of relationships is similar, trust plays a larger role in the formulation of attitudes for policy elites than for the general public. We discuss the implications of the mediating role of trust in understanding value‐driven benefit‐risk perceptions, as well as the disparate role of trust between policy elites and the general public in the context of the policy‐making process for both theory and practice.     

在线B2C顾客物流服务感知及相关因素的实证研究

物流服务已成为B2C电子商务的重要组成部分,关注顾客的物流服务感知也日渐成为网络零售企业管理面临的新问题.本文分析了B2C电子商务环境下顾客物流服务感知以及与之相关的产品价值感知、商流过程感知和企业形象感知等因素及其这些因素与顾客满意度,顾客忠诚之间的相互关系,并在理论与文献研究的基础上建立了在线B2C顾客物流服务感知相关因素的假设模型.通过某中国大型在线零售商顾客的实际调研并结合结构方程模型的分析,实际数据验证了"在线B2C顾客企业形象感知对其物流服务感知具有显著的正面影响","在线B2C顾客物流服务感知对其网购满意度具有显著的正面影响"等假设.据此,本文分析认为网络零售商可选择两种实施路径以提升顾客满意度:其一,凭借其良好的企业形象将渠道控制能力自然延伸到物流服务领域,其二,参与供应商的产品质量管理甚至产品研发与上游供应商协作.     

基于SEM的B2C电子商务信任评价模型及算法

消费者信任对B2C型电子商务的成功起着非常重要的作用。本文通过结构方程模型(SEM)原理构建了消费者网上信任度指数评估模型,在单位结构变量的约束下,考虑误差方差。推导了应用偏最小二乘(PLS)估计算法的模型最佳迭代初值,提高了计算速度,说明了算法的收敛性。由此模型可以分析评价指标体系的各结构变量之间、结构变量与观测变量之间的相关关系；文中进一步给出了电子商务信任度指数计算公式,从而可以更有效地分析消费者网上交易的信任度,以便采取有效措施促进电子商务的发展。     

“线上销售/回收+线下服务”的闭环供应链定价与服务决策

对于“线上销售/回收+线下服务”的闭环供应链模式,研究了制造商在正向和逆向渠道中都与服务商进行收益共享情况下的最优销售/回收定价决策和最优服务水平决策,并比较了制造商领导的Stackelberg博弈、服务商领导的Stackelberg博弈、制造商与服务商Nash均衡博弈三种情形下的最优决策和最优利润。结果表明：最优的新产品销售价格和正向渠道服务水平均与正向渠道收益分成比例呈正相关;最优的废旧产品回收价格与逆向渠道收益分成比例呈负相关,而最优的逆向渠道服务水平与之呈正相关。制造商和服务商的最优利润不仅受正逆向渠道收益分成比例的影响,而且与新产品生产成本的大小有关：当新产品生产成本较小时,处于领导地位的一方获得的最优利润最大,而当新产品生产成本增大到一定程度后,对方处于领导地位时自身获得的最优利润反而最大,而双方均势时各自获得的最优利润均不占优。     

Perceptions of Risk and Vulnerability Following Exposure to a Major Natural Disaster: The Calgary Flood of 2013

Many studies have examined the general public's flood risk perceptions in the aftermath of local and regional flooding. However, relatively few studies have focused on large‐scale events that affect tens of thousands of people within an urban center. Similarly, in spite of previous research on flood risks, unresolved questions persist regarding the variables that might influence perceptions of risk and vulnerability, along with management preferences. In light of the opportunities presented by these knowledge gaps, the research reported here examined public perceptions of flood risk and vulnerability, and management preferences, within the city of Calgary in the aftermath of extensive flooding in 2013. Our findings, which come from an online survey of residents, reveal that direct experience with flooding is not a differentiating factor for risk perceptions when comparing evacuees with nonevacuees who might all experience future risks. However, we do find that judgments about vulnerability—as a function of how people perceive physical distance—do differ according to one's evacuation experience. Our results also indicate that concern about climate change is an important predictor of flood risk perceptions, as is trust in government risk managers. In terms of mitigation preferences, our results reveal differences in support for large infrastructure projects based on whether respondents feel they might actually benefit from them.     

Messung der Qualität in Dienstleistungscentern – am Beispiel eines Flughafens

The study shows that customers’ perception of overall quality in services centers is driven by two components: the service encounter quality and the quality of the servicecape. Thus, customers’ overall evaluation of service quality in a services center is a function of n service encounter qualities (k?=?1…n) and the quality of the servicecape. Furthermore, it is of great importance for the quality management of a services center that there could be (1) direct effects between the quality dimensions and the overall service quality as well as (2) direct effects between the quality dimensions themselves. The above mentioned study had been carried out exemplarily at the EuroAirport Basel-Mulhouse-Freiburg. The survey results suggest that servicecape quality has a significant effect both on the overall service quality and on the service encounter qualities. Moreover, the study shows that key quality indicators of the service center apply to the perception of security as well as to the service environment (for instance, arrangement of check-in/security desk, comfort of seats, ambience of waiting area).     

基于TAM的移动内容服务采纳分析

3G时代,提供能被消费者接受的移动内容服务是移动运营商和内容提供商实现利润的重要前提,其关键是明晰影响用户采纳移动内容服务的主要因素和影响途径。本文以技术接受模型为理论基础,在移动商务的环境下对其进行扩展,建立了整合用户创新性、外部影响和感知财务费用的移动内容服务采纳模型,并在此基础上提出了相应的假设,并通过结构方程模型的方法对假设模型进行了验证。实证研究发现,技术接受模型在移动商务环境下依然有效,而且用户自身的创新性、外部的影响和使用成本也影响消费者的采纳意图。     

Adoption of e‐Processes by Service Firms: An Empirical Study of Antecedents

This paper investigates empirically antecedents of the adoption of web‐based processes (e‐processes) by service providers. We examine whether rational efficiency (expressed by expected performance benefits and access to new markets), the bandwagon effect (expressed by external pressure), and barriers (both internal and customer related) influence Internet use for transactions (e‐transactions) and/or to extend the relationships between service providers and their customers (e‐CRM). The findings, based on a sample of 338 service firms, show that rational efficiency and the bandwagon effect drive both types of e‐processes. Conversely, only internal barriers have a negative impact on adoption of e‐processes, while barriers related to customers do not have a significant impact. These findings have important academic and managerial implications, given the limited evidence regarding the implementation of e‐processes in services.     

Empirical Analysis of the Effects of Cyber Security Incidents

We analyze the time series associated with web traffic for a representative set of online businesses that have suffered widely reported cyber security incidents. Our working hypothesis is that cyber security incidents may prompt (security conscious) online customers to opt out and conduct their business elsewhere or, at the very least, to refrain from accessing online services. For companies relying almost exclusively on online channels, this presents an important business risk. We test for structural changes in these time series that may have been caused by these cyber security incidents. Our results consistently indicate that cyber security incidents do not affect the structure of web traffic for the set of online businesses studied. We discuss various public policy considerations stemming from our analysis.     

The consumer and provider: pillars of the new health care system

Managed care has suffered a public backlash, with complaints increasing across the nation from unhappy patients. The physician community despises the current system and is wrestling for control of clinical decision-making. A health care system that is disliked by the public and is despised by the physician community can never succeed. No health care system or reform is possible without willing or even enthusiastic physician participation because only they can control costs, quality of care, and consumer satisfaction. A successful health care system recognizes that only providers can control quality of care and costs--and will create appropriate incentives that allow physicians to do so without losing the public's trust. The author advocates a new system, where consumers choose provider organizations based on disease expertise and purchase insurance through Internet accessible brokers. Provider organizations assume economic risk and have the detailed know-how to treat a specific disease spectrum better and cheaper. Consumers purchase this new "product" in a competitive market and are the principal benefactors of this market-driven, unmanaged care system.     

Trade-offs in Online Purchase Decisions:: Two Empirical Studies in Europe

The Internet offers firms a new way to market their products and services and to interact with their end-consumers. While many firms have developed websites, very little is known about the trade-offs consumers are willing to make when making online purchases. With millions of websites competing for attention, online firms need to know in what way consumers make purchase decisions online. Consumers mainly evaluate websites on the basis of choice and convenience. In this paper, we present the results of two European studies that examine what consumers actually value in an online environment. In study 1, we assess choice-related trade-offs in terms of number of product categories, variety of products within a given category and product-related information. Conjoint analysis revealed that product-related information represents an important decision-making variable. In study 2, we assess convenience-related trade-offs in terms of logistics, fulfilment and security. Conjoint analysis revealed that fulfilment is the most important variable related to online handling. Finally, our study clearly indicates that firms have to distinguish different consumer segments on the basis of their preferences. This knowledge enables online firms to use their resources more effectively.     

竞争环境下双边平台增值服务质量投资竞争研究

为了提高竞争环境下双边平台效益与竞争优势,讨论了平台企业对双边用户增值服务质量投资竞争决策问题。在考虑三种不同用户归属条件的基础上,构建了双边平台增值服务投资竞争模型。通过比较分析发现：当双边用户单归属时,无论对平台单边还是双边进行增值服务投资,投资高质量增值服务均是两平台的占优策略。当单边用户多归属时,若对消费者边进行增值服务投资,则投资低质量增值服务为平台的占优策略;若对供应商边或双边进行增值服务投资,则投资高质量增值服务为平台的占优策略。当双边用户多归属时,无论对平台单边还是双边进行增值服务投资,投资低质量增值服务均是两平台的占优策略。     

初始信任对个人互联网理财使用意愿的影响研究--兼论性别、受教育水平等因素的中介效应与调节效应

互联网金融飞速发展,其中以余额宝为代表的货币基金类理财产品最为引人瞩目。以行为理论模型为框架,初始信任为研究出发点,引入性别、受教育水平、使用经验等调节变量构建了三阶段模型,基于301位互联网理财用户的有效调研数据,运用结构方程、线性回归等方法进行实证分析。结果表明:引入初始信任的行为理论整合模型能够更好地解释用户的互联网理财使用行为;初始信任是用户感知易用性和使用意愿间的显著性中介变量,中介效应比例为总效应的54.0%;性别与受教育水平在使用意愿的不同影响关系中起显著性的调节效应;使用经验在初始信任与使用意愿间的调节效应不显著,从动态角度来看,初始信任能够持续稳定地影响使用意愿。研究结论为互联网理财供给方提高产品竞争力、培育忠诚用户和市场规模的扩大提供了理论依据与决策支撑。     

Evaluating the Perceived Efficacy of Randomized Security Measures at Airports

Both the increase in traveler numbers and the heightened threat posed by terrorism in recent years represent significant challenges to airport security measures. To ensure that a high level of security is maintained, randomized security checks have been proposed as a promising alternative to traditional security approaches. The use of randomized checks means that only a specific number of people are selected for security screening. However, the likely effects of such a change in security procedures on travelers’ security perceptions and on the deterrence of criminal activities remain unclear. Thus, the present study examines how varying the percentage of people screened during security checks influences people's security perceptions. In two online experiments, the participants were asked to imagine that they sought to smuggle an explosive dummy past an airport security check. The only information provided was the number of people screened during security checks, which was manipulated between-subjects in the first experiment and within-subjects in the second experiment. The participants then had to rate their security perception (i.e., the perceived likelihood of successfully smuggling the explosive dummy). The findings show that people perceive traditional security checks to be safer than randomized checks, irrespective of whether 90% or 30% of people are screened. Hence, if randomized security checks would indeed be implemented, it would automatically lead to a decreased perception of security. Furthermore, this decreased security perception might lead to an actual reduction in security, as the deterrence of criminal activities could also be reduced.     

O2O模式下服务商的价格和时间决策

研究了拥有实体渠道的服务商是否应该开通O2O渠道和开通O2O渠道后服务商应该如何定价和确定服务水平的问题。首先,考虑实体渠道的等待时间对消费者效用的影响,构建了消费者渠道选择模型,得到了服务商具有定价权时服务商的渠道策略和定价策略,结果表明,消费者对实体店的等待时间的敏感度高于对价格的敏感度。其次,把价格作为常量,考虑等待时间对服务商成本的影响,研究了不具有定价权时服务商的渠道策略和服务水平策略,结果表明只有在O2O渠道价格较低和实体渠道的时间成本也较低时,服务商采用同时开通两个渠道的策略。     

基于TAM的移动证券消费者信任实证研究

电子商务环境下的消费者信任研究比较多,但是移动商务环境下消费者对交易型服务的信任研究相对较少。基于技术接受模型,以移动证券业务为研究对象,构建移动商务环境下的消费者信任模型,分析感知的易用性、感知的有用性、感知的安全、信息质量、便利性和信任倾向对移动证券信任的影响以及移动证券的信任、感知的易用性和感知的有用性对消费者使用意愿的作用。通过问卷调查,收集224份有效问卷,采用SPSS和PLS-Graph软件进行统计分析。实证结果表明,感知的有用性、感知的安全、信任倾向和信息质量正向影响消费者对移动证券的信任,感知的易用性和便利性对移动证券的信任没有显著影响,信任是消费者对移动证券产生使用动机的关键要素。最后,对移动证券的服务提供商提出对策建议并指出进一步研究的方向。     

网络购物顾客忠诚度影响因素的实证研究

顾客忠诚度是网络商家维护市场地位、保持持续竞争优势的重要因素。然而,网络环境下顾客忠诚度的复杂性和不确定性却成为阻碍电子商务进一步发展的瓶颈。因此,本文通过对以往文献的梳理,构建了以信任、在线网站特性、线下物流服务质量、顾客满意度、转换成本为外因潜在变量,以顾客忠诚度为内因潜在变量的假设模型,并以问卷调研的方式收集实证数据,采用因子分析和结构方程模型揭示网络环境下顾客忠诚度的影响因素和作用机制。研究发现：在网络环境下,信任不仅可以通过影响顾客满意度来间接地影响顾客忠诚度,而且可以成为顾客忠诚度的直接前因变量;在线网站特性和线下物流服务质量共同作用于顾客满意度的提升,并间接地影响顾客忠诚度的积累;顾客满意度和转换成本是网络环境下顾客忠诚度的主要影响因素。研究结论较为全面地反映了网络环境下顾客忠诚度的影响因素和作用机制,对于网络零售商有针对性地实施顾客忠诚计划有着十分重要的参考价值。     

The influence of inter-firm relationships on the outcome of new service development: a study of Taiwanese convenience store industry

This article uses a comparative case study design to investigate how inter-firm relationships affect the outcome of new service developments (NSD). Empirical evidence comes from the development of two e-commerce services in the four dominant Taiwanese convenience store chains. This study found that the interdependence between case companies and fundamental suppliers tends to be characterised by high switching cost and accompanied with ownership for both service developments. In contrast, the interdependence between case companies and non-fundamental suppliers is based on valuable resources. Moreover, case companies cooperate with their suppliers (i.e. fundamental and non-fundamental) on the basis of trust created by previous cooperative experience, the supplier's good capability and contract in two service developments. In particular, this study found that interdependence (asymmetrical or mutual) and a higher level of trust between firms shortens the time required for NSD.     

Understanding the Determinants of Service Channel Preference in the Early Stages of Adoption: A Social Cognitive Perspective on Online Brokerage Services*

In today's increasingly technology‐mediated world, individuals are often confronted with a decision of whether to obtain services through online, self‐service technologies or traditional, nontechnological alternatives. Understanding the mechanisms by which consumers choose among these competing service channels represents an important concern for organizations, consumers, and Web site designers. This study develops a research model based on Social Cognitive Theory to explain and predict service channel preferences that arise in the early stages of adoption, before a consumer conducts business using a particular channel. The model is subsequently tested in the brokerage services context, using observations obtained via survey. Given the growing popularity of online investing combined with the challenging prospect of making optimal decisions in an inherently risky environment, the context offers insights of practical and theoretical importance. The results suggest that task‐specific self‐efficacy beliefs serve as the activating mechanism kicking off a chain of psychological events that entice consumers to favor a particular service channel. Higher levels of self‐efficacy induce individuals to prefer the online approach. In addition to its direct effect on preference for the online service channel, higher levels of self‐efficacy influence one's propensity to take risks and expectations of performance‐oriented rewards, which, in turn, sway consumers to favor the online service channel. Furthermore, self‐efficacy and perceptions concerning the credibility of online information interact to affect service channel preference. Consumers are more likely to prefer the online service channel when they view themselves as capable and perceive online sources to be credible. Implications for theory and practice are discussed in light of the findings.