论顾客服务在现代零售企业竞争中的核心地位及其基本策略

本文分析目前我国零售企业的生存与竞争的形势与现状 ,对零售企业获得竞争优势的途径进行了研究 ,顾客满意、培育顾客忠诚是形成企业持续竞争优势的决定性因素 ,现代零售企业的核心竞争力即是其顾客服务。进而讨论了达到良好顾客服务水平的基本策略 ,如建立SCM系统、施行自有品牌战略等。     

Development and validation of the Legitimate Monitoring and Control Questionnaire (LMCQ)

In this paper, we present the multidimensional Legitimate Monitoring and Control Questionnaire (LMCQ), which is based on social-exchange and institutional theory. Our aim was to develop and validate a widely applicable leadership inventory that accounts for comparable criterion variance as transformational leadership. While transformational leadership scales emphasize charismatic or visionary behavior, the basis for the LMCQ is the belief that perceptions of control legitimacy are essential and lead to high-quality social-exchange relationships between supervisors and subordinates. To build the dimensions comprising the LMCQ, an exploratory study (study 1, 38 respondents) was conducted to investigate which kinds of socioemotional benefits actually drive subordinates' perceptions of control legitimacy. The interview data were used to compile an initial item pool that was condensed as a subsequent step (study 2, 494 respondents). Lastly, the resulting measurement instrument representing six dimensions of legitimacy-enhancing supervisory behavior was validated (study 3, 936 respondents).     

Communicating new product development openness – The impact on consumer perceptions and intentions

This article explores how firms can foster positive consumer inferences by communicating their new product development (NPD) openness. In particular, it analyzes inferences about a firm’s customer orientation, ability to develop high-quality products and innovativeness. Previous research has focused on examining inferences derived from cues about consumer contributions to the external design of products. This article extends current knowledge (i) by analyzing inferential processes when customer participation goes beyond external product design and affects functionality and (ii) by considering other forms of openness, namely expert contributions to NPD. The results of two experiments show that, in general, customer participation in NPD effectively triggers customer orientation inferences, while expert participation leads to inferences about a firm’s ability to develop high-quality products only in specific settings. Finally, counter to previous research, communicating external participation does not seem to be an effective cue to infer innovativeness for functional product contributions.     

Public relations aspects of brand attitudes and customer activity

Featuring the role of public relations in brand equity research and best practices, this study investigates how product, non-product, and customer–business relationship attributes affect customer-based brand equity (i.e., brand attitudes and customer activity). Analysis reveals customer–business relationships are central to a causal model linking evaluation (brand attitudes) and activation/motivations (customer activity). Findings demonstrate that for service businesses (e.g., banks), customer–business relationships are the primary, rather than minor, predictor of brand equity. These findings demonstrate how public relations scholarship and practice plays a central rather than peripheral role in customer satisfaction.     

When to Mass Customize: The Impact of Environmental Uncertainty*

Previous research on mass customization (MC) has focused on what it is and how it is implemented. In this study we examine when MC is an appropriate strategy for firms to follow by scrutinizing the effects of three environmental uncertainty variables (demand uncertainty, competitive intensity, and supply chain complexity) on the MC–performance relationship. Specifically, we distinguish the direct effect of environmental uncertainty on MC ability and the moderation effect of environmental uncertainty on MC ability's impact on customer satisfaction. We examine six competing hypotheses using data collected from 266 manufacturing plants. Our results show that competitive intensity has a direct positive impact on MC ability. However, demand uncertainty moderates the relationship between MC ability and customer satisfaction, and the direct and positive relationship between MC ability and customer satisfaction holds only when customer demand is highly uncertain. Supply chain complexity neither has a direct relationship with MC, nor moderates the MC–performance relationship. Implications of these research findings are discussed and future research directions are identified.     

Parental Divorce and the Types of Commitment-Related Messages People Gain from Their Families of Origin

Abstract

The purpose of this study was to examine the influences of types of commitment-related messages gained from families of origin. A sample of young adults was asked about the messages they believed they gained from their families of origin, to what degrees those messages affected their relationship experiences, and how these messages are related to their beliefs about romantic relationships. Results indicated that people with divorced or unhappy parents were more likely to report gaining messages such as relationships are not permanent, one must approach relationships with caution, and relationships are beset by lack of trust and fidelity, and less likely to report gaining messages such as marriage is enduring, relationships need love and happiness, and relationships should be partnerships. In addition, participants indicated they felt that those messages had influenced their experiences in relationships. Overall, the results add to the growing evidence of the importance of family of origin upon people's attitudes about and experiences in romantic relationships.     

Developing emotional intelligence through workplace learning: Findings from a case study in healthcare

This study of UK and US lone parents with sole care-giving responsibility for dependants (children, ageing parents, grandparents, etc.) focused on the influence, if any, this responsibility has on her/his ability to give 'total commitment' to their work/career. One hundred and thirty-four lone parents participated in the survey. Gender distribution was 64 per cent female, 36 per cent male. Country of residence was 25 per cent UK, 75 per cent US. Females report greater past than present hindrance to their careers (48 per cent past, 33 per cent present). Similarly situated males report career hindrance as 18 per cent past, 21 per cent present. Lone parents in the UK appear to be more negatively impacted upon in their job careers by their care-giving responsibility than their counterparts in the US and would also appear to be more concerned about their economic and emotional future. This survey confirms that care-giving responsibilities can limit the realization of employment potential for either female or male. Care-giving responsibilities, rather than gender or race, may be the glass ceiling of the new millennium.     

The Impact of a Task Clarification and Feedback Intervention on Restaurant Service Quality

Customer service is a key aspect of restaurant success, as performance has shown a reliable positive relationship with customer retention. However, waitstaff performance may deteriorate, as income from gratuities is often unrelated to service quality. The present study investigated the effectiveness of an intervention consisting of task clarification and task-specific feedback on restaurant service tasks and observed the relationship between task completion and gratuities. Three adult women servers participated during their regular working shifts at a local dine-in restaurant. Initially customer service task completion was low (36% on average across participants). Performance increased immediately following the introduction of the intervention, and all participants maintained 87.5%–100% task completion. Correlational analyses found that gratuities were unrelated to performance and may thus pose a problem for performance maintenance. Implications relating to feedback and payment schedules are discussed.     

企业技术创新中顾客知识整合的风险与防范

学界与业界对于顾客知识整合在技术创新中的潜在风险还没有引起足够的重视。笔者在研究现有文献的基础上发现,顾客知识整合风险客观存在于整合过程和创新过程中,如顾客选择风险、专有技术的泄密及知识产权冲突、对顾客观点、利益、需求与经验等的过度依赖;分析了这些风险所带来的严重后果并分别对顾客知识整合的风险提出防范对策,即,整合前选择并评估"正确的"顾客、专有技术的泄密防范及知识产权分割、减少对顾客知识的过度依赖。     

基于企业顾客管理的图书馆读者管理简

知识管理在企业方面已经获得了成功,我们从企业的知识管理经验中获得启示：管理好顾客,留住顾客,是企业盈利的一个重要经营手段。图书馆虽然不是盈利为主,但是作为服务部门,服务读者是第一首要职责,从企业顾客管理关键内容：顾客忠诚度的研究感悟到,图书馆可以借鉴管理方面经验,从而期望做到提高读者管理水平,督促工作人员做好读者服务工作。