多渠道整合质量对线上购买意愿的作用机理研究

与纯网络零售商相比,传统零售商在拓展线上业务方面具有多渠道的优势,但往往由于线上、线下渠道的整合水平太低而无法发挥该优势。从传统零售商的视角探讨多渠道整合质量对线上购买意愿的作用机理,分析顾客对多渠道整合质量构成的评价如何通过线上顾客感知价值影响线上购买意愿;开发测量多渠道整合质量和线上顾客感知价值的量表,构建多渠道整合质量对线上购买意愿影响的理论模型,以有过多渠道购物经历的消费者为样本,通过在线发放电子问卷的形式,采用多元线性回归对假设和中介效应进行检验。研究结果表明,多渠道整合质量可划分为服务构造透明度、过程一致性、信息一致性和业务关联性4个维度,服务构造透明度、过程一致性和业务关联性通过线上顾客感知价值的3个维度积极影响线上购买意愿,信息一致性对线上顾客感知价值的影响不显著,与线上结果性价值和线上情感性价值相比,线上程序性价值对线上购买意愿的影响较弱。研究结论为传统零售商利用多渠道的优势拓展线上业务提供新的思路和理论指导。     

基于顾客渠道偏好的全渠道零售商库存研究

本文以全渠道零售商门店库存为背景,以企业利润最大化为目标,从顾客渠道偏好、产品质量和顾客类型等方面分析顾客退货带来的损失对全渠道零售商门店最优库存的影响。首先分析传统线上线下模式且不考虑顾客流失的情形,然后分析存在顾客流失的情形,进而分析通过实体展厅有效降低顾客退货概率和顾客流失的情形。研究结果表明：顾客对产品的购买意愿较小时,所有顾客都到线下渠道,此时零售商需增加门店库存,减少顾客流失,增加收益,库存增加的数量与顾客的流失概率有关;开通展厅功能有效降低退货概率和顾客流失时,零售商应减少门店库存,增加企业利润;当产品质量问题引起的两个渠道退货概率都很高时,零售商是增大还是减少门店库存,与两个渠道的退货损失和存在渠道偏好顾客的概率相关。本文研究对于全渠道零售商在考虑顾客退货损失的基础上设置最合理的门店库存有一定的指导意义和实际应用价值。     

全渠道零售商退货方式和定价研究

本文以全渠道零售商不同渠道的定价为背景,以企业利润最大化为目标,以顾客退货给零售商带来的损失为出发点,从三种不同的退货方式分析退货损失对零售商不同渠道最优定价和利润的影响。首先分析传统的原渠道退货(即：从购买产品的渠道退货),然后分析所有顾客都通过线上渠道退货,进而分析所有顾客都通过线下渠道退货。研究表明：三种退货方式下,当零售商与顾客的线上单位产品净退货损失之和小于线下单位产品净退货损失之和时,全渠道零售商选择全部退货到线上渠道可获得最大利润;当零售商与顾客的线上单位产品净退货损失之和大于线下单位产品净退货损失之和时,全渠道零售商应选择全部退货到线下的退货方式以获得最大利润;传统的退货方式不会让零售商获得最大利润。本文研究对于全渠道零售虑顾客退货损失的基础上,设置最合理的退货方式和不同渠道之间的最优定价有一定的指导意义和实际应用价值。     

多渠道零售环境下消费者渠道选择意愿形成机理研究——产品类别特征的调节作用

传统与网络结合的多渠道正成为零售业的标准模式,多渠道零售环境下,消费者渠道决策发生了根本变化,在不同购买决策过程阶段运用不同渠道的行为日益普遍,但尚未有文献基于搜索信息和产品购买两个阶段,引入产品类别特征对消费者渠道选择意愿形成机理展开研究。运用感知价值理论、信任转移理论构建了消费者搜索意愿和购买意愿形成机理概念模型,分析了渠道属性、渠道内锁定、渠道间协同对消费者搜索与购买意愿的影响及产品搜索性与风险性对其的调节作用,运用联立方程建模并求解发现：渠道属性、渠道内锁定、渠道间协同显著影响消费者搜索意愿和购买意愿;购买高风险搜索产品（如计算机、手机）、低风险搜索产品（如书、文具）、高风险体验产品（如服装、化妆品）、低风险体验产品（如玩具、零食）时,渠道属性、渠道内锁定、渠道间协同对消费者渠道选择意愿的影响存在明显差异;渠道搜索属性如信息有效性、搜索便利性、品种丰富性、社会互动性正向影响消费者搜索意愿,搜索努力负向影响消费者搜索意愿,渠道购买属性如服务质量、购买便利性、享乐性正向影响消费者购买意愿,购买努力、购买风险负向影响消费者购买意愿;传统渠道具有锁定性,网络渠道缺乏锁定性,但购买低风险搜索产品时,网络渠道具有锁定性;购买高风险产品时,传统渠道与网络渠道存在协同性,对于高风险搜索产品,消费者网络渠道搜索意愿正向影响其传统渠道购买意愿,而对于高风险体验产品,还存在消费者传统渠道搜索意愿正向影响其网络渠道购买意愿的协同性,但对于低风险产品,传统渠道与网络渠道缺乏协同性。     

商店形象对自有品牌信任及购买意愿影响的实证研究

零售商自有品牌是零售企业增强竞争优势的重要途径,是零售企业新的利润源泉。然而在我国,消费者对自有品牌的不了解阻碍了其对自有品牌的信任程度及购买意愿,零售商对商店形象等重要因素影响自有品牌信任及购买意愿的理解非常有限。国内对商店形象与自有品牌信任及购买意愿的关系没有进行深入探讨。这些直接制约了我国零售商自有品牌的发展。在系统梳理国内外相关研究文献和对零售行业专家和熟悉自有品牌的消费者进行深度访谈的基础上,构建了商店形象对自有品牌信任及购买意愿的影响模型,通过商场拦截和因特网访谈的形式发放问卷,运用多种方法进行实证检验。研究结果发现:商店功能形象对商店情感形象有显著的正向影响;商店形象可通过感知风险间接影响品牌信任,从而影响购买意愿;商店功能形象可直接影响品牌信任,从而影响购买意愿;感知质量差异可调节感知风险与品牌信任的关系;个人特殊信任倾向不能调节感知风险与品牌信任的关系。据此,结合我国零售商自有品牌发展的实际问题,本文提出了相应的对策性建议。     

基于消费者转换行为的线上线下产品定价策略研究

当传统渠道和电子渠道并存时,“线下体验+线上购买”的搭便车行为成为越来越多消费者的购买方式,所涉产品类型正由家电向家具、服装等多个领域延伸。消费者这种在线上线下购物的渠道转换行为给传统的线下渠道零售商带来较大的挑战,传统线下渠道零售商采取线上线下同价的定价策略以解决消费者渠道转换导致的“展示厅”效应。 多渠道的产品价格策略一直是理论界关注的热点,但是在研究多渠道定价行为时并未考虑消费者的渠道转换行为。从研究渠道中存在消费者渠道转换行为出发,探讨拥有线上和线下渠道的零售商如何决策产品的配置以及相应的价格策略。基于Hotelling博弈模型,通过博弈理论和仿真的定量分析,考虑线上线下混合渠道产品线不同定价策略,如线上线下同价、全网比价和产品的差异化配置等策略对消费者渠道转换、零售商利润和市场份额的影响。 研究结果表明,消费者渠道转换的确给线下渠道的价格、服务和利润带来负面影响,线上线下混合渠道零售商应采取适当的措施应对这种渠道转换行为的冲击;线上线下同价虽然在一定程度上减少消费者的渠道转换,但却是以牺牲线下渠道的利润为代价,因此线上线下混合渠道零售商在采取该策略时需要权衡短期利润和长远发展的关系;相对而言,全网比价策略则在一定程度上减少消费者进一步搜寻低价产品的意愿而降低渠道转换行为,同时全网比价在一定程度上达到价格串谋的作用,线上线下混合渠道零售商可以获取较高利润;线上线下产品的差异化配置可以增加消费者比价的难度,减少消费者渠道转换,线上线下混合渠道零售商的利润并未受到损害,因此合理的产品差异化是应对消费者渠道转换行为的有效形式。     

网上购物中顾客感知服务质量模型的实证研究

随着电子商务在全球的快速增长,公司都试图通过使用电子商务同客户交互,从而赢得竞争优势.作者试图通过实证研究以得到在线购物环境中顾客感知电子服务质量的维度,同时提出一个研究模型以检验电子服务质量维度怎样影响总的服务质量、顾客满意度和购买意愿.为了检验研究模型的正确性,作者使用了结构方程建模技术.研究结果显示,信任、可靠性、个性化、网站设计这几个维度会显著影响总的服务质量和顾客满意度,从而影响顾客的购买意愿.     

在线零售情境因素对顾客惠顾意愿的影响研究

作为新兴的零售渠道,互联网在零售业中的重要性日益凸显.随着在线零售业竞争的不断加剧,零售商越来越重视在线商店的情境因素对顾客惠顾的影响.从自我决定理论的视角,考察了在线零售情境中的产品相关情境因素和市场相关情境因素如何影响顾客在网上购物活动中的自主需要满足和关系需要满足,进而影响顾客的惠顾意愿;研究进一步提出了情境因素影响顾客惠顾意愿的两种内部化机制,即感知控制和感知兴趣.研究结论有助于深入理解在线零售情境因素对顾客惠顾意愿的影响作用,并为在线零售商提供了设计在线零售情境因素的新视角.     

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.     

消费者愿意购买零售商自有品牌吗?

本文研究发现,影响零售商自有品牌购买意愿的因素按总效应大小依次为:零售商自有品牌的购买态度、感知价值、商店形象、价格敏感度,品牌意识的影响不显著;性别和产品类别对模型均没有显著的调节作用。     

客户关系管理价值链研究

在电子商务时代,以客户为中心的客户关系管理(CRM)成为增强企业核心竞争是客户价值管理,本文对CRM价值链进行了初步探讨,提出了CRM价值链模型,并对CRM价值链的基本阶段及其支持条件进行了深入的分析.     

The management of development— The next decade

In this article the author argues that the last decade of development has proved to be a myth. He suggests that the poor countries have probably been exploited during this period. He believes that ‘aid’ programmes have badly misfired. However he is constructively critical and puts forward guidelines for planning and action. While he acknowledges that the task is huge he believes that we have the potential, given the desire to achieve success.     

项目团队有效性的影响因素界定与实现

本文从项目管理的层面界定了影响项目团队有效性的五个因素即团队价值观、人际互动关系、角色分配、团队领导的能力与团队智慧,这些因素无一不受到项目团队的学习能力的影响,因此,项目团队的学习是提高项目团队有效性的重要途径.由此,本文给出了项目团队的IWRAM学习模式和深度汇谈的具体学习方法.     

Early Retirement: The Case of The Netherlands

ABSTRACT This article takes a closer look at the scope of actual early retirements, reasons for choosing early retirement, the popularity of different types of flexible retirement schemes, and the status of elderly employees within their own organization. It appears that positive reasons for choosing early retirement are more often mentioned by persons in higher professional groups, by those with a higher level of education, and by those who work in the civil service or the service sector. Neutral and negative reasons are mentioned more often by persons in lower professional groups, by those with a lower level of education, and by those working in the industrial sector. Although the motives for opting for early retirement differ, there do not appear to be great differences between categories of respondents if they have been able to choose their age at retirement personally, within specified age limits. Approximately a quarter of the respondents indicated they would leave work at the age of 60, even if this meant a 30% drop in net income.     

The multinationalization of developing country MNEs: The case of multilatinas

I study the multinationalization — the decision to establish foreign direct investment (FDI) — of developing country firms, in particular Latin American ones or “Multilatinas”. Despite a long exporting tradition, many firms in Latin America have only recently become multinational enterprises (MNEs). The analysis of case studies reveals three insights. First, Multilatinas take a long time to become MNEs, reflecting the additional challenges and need for sophisticated advantages for establishing FDI. Second, Multilatinas are induced to become MNEs after changes in the home country that follow structural reform induce them to upgrade their competitiveness to international levels. As a result, they can overcome the difficulties of establishing FDI and become MNEs. Third, Multilatinas follow four strategies in their selection of the country where to establish FDI first depending on the interplay between difficulties and advantages of operating abroad. These three arguments build on and link the notion of advantages of internationalization put forward by the eclectic paradigm of international production and the idea of difficulties in internationalization presented by the incremental internationalization model. The strategies are explained by the balancing of the ease of overcoming difficulties and the advantages derived from foreign operations.     

The Decline of Deference: The Political Context of Risk Communication

Risk communication is seen as an important adjunct to the process of siting locally noxious facilities. To understand how risk communication might function in such a process, one needs to understand the political context that gives rise to public opposition to such facilities in the first place. This analysis draws on a variety of data to describe the decline of deference, a situation in which a hostile and alienated public is mobilized primarily through ad hoc voluntary organizations, and is increasingly reluctant to defer important decisions to institutional elites. Risk communication programs must be designed to offset the trends that result in the decline of deference. This conclusion differs markedly from the conventional wisdom that risk communication is merely a device for providing information to citizens so sthat they may make more rational decisions.     

The Retirement Syndrome:: The Psychology of Letting Go

This article analyzes a problem that can be described as the retirement syndrome. In exploring the difficulties many leaders face in letting go at the end of a full career, it reviews a number of the barriers to exit: financial, social, and psychological. It looks at the physical and psychological effects of aging, in the context of retirement; examines the experience of nothingness that single-minded careerists often feel after retirement; describes the talion principle, a subliminal fear of reprisals; and discusses the ‘edifice complex,’ the wish to leave behind a legacy. The article concludes with suggestions as to how individuals and organizations can develop more effective and humane disengagement strategies.     

The Dynamism of Organizational Practices: The Role of Employment Blueprints

This paper explores how founders’ blueprints affect the dynamism of organizational practices, and in particular the capability to sustain as well as change practices. First, a theoretical argument is developed on the critical role of founders’ blueprints of the employment model, which are difficult to alter and mark firms’ future paths by affecting the dynamism of organizational practices over an extended period of time. Subsequently, case studies of several organizational practices in three management consulting firms in the USA, the Netherlands and the UK illustrate how founders’ conceptions of the employment relationship (i.e. their employment model) affect the way in which competing demands of continuity and renewal are addressed. Moreover, engineering‐ or commitment‐oriented blueprints appear to facilitate the capability to adapt, while autocratic blueprints do not.     

The Management of Redundancies in Europe: The Case of Denmark

The paper presents the findings of comparative and interdisciplinary legal and economic study on managing labour redundancies in seven EU member countries. It is structured for comparability between the systems examined. The introductory section contains an account of the evolution of the Danish labour market, with special reference to redundancy trends, of the features of the programmes for managing redundancies, of the roles of firms and the ‘external environment’ in handling workforce adjustments. The second section presents a map of policies that work to prevent labour redundancies (preventive measures) such as flexibility, training etc. Next, the instruments for handling temporary labour redundancies (retentive measures) are examined (e.g. short-time working, temporary layoffs etc.). The following section is devoted to instruments and programmes involved in the management of permanent labour redundancies (expulsive measures), e.g. collective dismissals, severance pay etc. The final section provides an overall assessment of the Danish system for managing labour redundancies, and briefly discusses the national debate on the prospects for reform, in light of the principles and policies of convergence set forth by the European Union.