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1.
谢凤华 《科研管理》2015,36(11):117-123
本研究探讨服务补救过程中顾客感知、顾客认同和顾客后续行为意向之间的关系。实证研究发现,非制度性顾客感知(补救主动性、有形补偿、响应速度、道歉)和制度性顾客感知(理赔声明、防范制度和措施)正向作用于顾客认同。顾客认同正向作用于顾客后续行为意向(顾客满意、重购意向和口碑传播)。  相似文献   

2.
《软科学》2015,(11):88-92
从消费者心理角度出发,构建了服务补救影响消费者持续信任的概念模型,运用情景模拟方法收集了246份有效问卷,并利用SPSS20.0和AMOS20.0对模型进行检验。研究表明,服务补救中的有形补偿和响应速度对消费者持续信任和补救后满意均有显著的正向影响,补救后满意又显著影响消费者持续信任。两类失误归因中,稳定性归因对服务补救与消费者持续正直信任、持续能力信任和补救后满意之间的关系起调节作用,可控性归因对服务补救与持续正直信任和持续友善信任的关系起调节作用。  相似文献   

3.
针时品牌犯错后该投入怎样的关系再续策略才能恢复消费者品牌关系的问题,本文采用实证研究方法,检验了犯错品牌对再续关系投入的三种策略:道歉、有形回报和优待对消费者再续关系意愿的影响.同时也检验了品牌关系质量对消费者再续关系意愿的调节作用.  相似文献   

4.
基于消费者角度,运用社会认同理论,将感知威胁和原型性作为区域品牌口碑数量的影响因素,剖析文化认同、内群体偏好对区域品牌口碑传播的影响。研究发现,内群体更加倾向传播有关区域品牌的正面口碑;文化认同程度越强,内群体对区域品牌就越偏好,进而给予区域品牌更多正面评价,更加愿意传播区域品牌的正面口碑信息;感知威胁和原型性都与区域品牌正面口碑信息数量呈正相关关系。  相似文献   

5.
以自我概念一致性为起点,品牌认同、品牌承诺为中介,对网商品牌忠诚的形成过程进行了实证分析,研究表明:真实自我概念一致性对品牌认同没有显著影响,但理想自我概念一致性不仅对品牌认同有显著影响,而且对情感依恋承诺、社会顺从承诺都有显著影响;品牌认同对品牌承诺和品牌忠诚都有积极的正向作用,但品牌认同对品牌承诺的关系强度更大;情感依恋承诺只对重复购买意向有显著正向影响,而社会顺从承诺只对正面口碑相传有显著正向影响。  相似文献   

6.
《软科学》2018,(6):140-144
基于涉入理论和精细可能性模型,设计了一个2×2×2独立样本全因子实验,研究了口碑数量、口碑质量对消费者购买意愿的影响,同时分析了涉入水平的调节作用。结论表明:口碑数量对购买意愿具有显著的正面影响,但口碑质量的影响不显著;涉入水平对于口碑质量对购买意愿的影响具有调节作用,在高涉入条件下口碑质量的影响更为显著,表明高涉入个体倾向于通过精细可能性模型的中枢路径处理信息;涉入水平对于口碑数量对购买意愿的影响不具有调节作用,高涉入消费者同样关注口碑数量,表明口碑规范属性带来的推荐功能发挥了重要作用。  相似文献   

7.
王增民  王晓玲  潘煜 《软科学》2015,(2):116-120,125
探讨网络零售业中服务补救如何通过感知公平的不同维度对顾客补救后满意度和行为意向产生作用。在前人研究的理论成果基础上,建立了感知公平、补救满意度、重购意向、口碑传播之间的关系模型,通过问卷调查法获取数据,并采用结构方程对假设进行了验证。结果表明,感知公平的三个维度对顾客满意都有正向影响,感知程序公平对顾客的重购意向和口碑传播有显著的正向影响。  相似文献   

8.
通过构建网购服务补救满意影响模型,探究了网购中服务失败发生后不同归因对顾客后续行为意向的影响。结合问卷数据对模型变量进行相关性分析,并基于回归模型对提出的假设进行检验。结果表明:补救前顾客关系质量维度中的顾客承诺对服务失败归因于网店有显著的负向影响;服务失败归属性维度中的可控性对补救满意有显著的负向影响;补救满意对网购者后续行为意向中的正向口碑传播和再次购买意向均有显著的正向影响;补救满意对补救后的顾客关系质量维度中的顾客信任与顾客承诺均有显著的正向影响。  相似文献   

9.
《软科学》2018,(5):112-115
基于类社会互动视角,对虚拟代言人感知真实性与消费者品牌依恋的关系进行了实证研究。通过对国内200名消费者的抽样问卷数据进行实证分析发现:虚拟代言人感知真实性对类社会互动、品牌依恋皆有显著正向影响,类社会互动对品牌依恋有显著正向影响,类社会互动在虚拟代言人感知真实性与品牌依恋之间起到部分中介作用。  相似文献   

10.
网络口碑信息特征对受众再传播意愿影响研究   总被引:1,自引:0,他引:1  
唐雪梅  赖胜强  朱敏 《情报杂志》2012,31(4):133-137,121
随着网络的发展,网络口碑信息正成为人们信息获取和传播的重要渠道,对消费者决策中产生越来越大的影响.而网络口碑的强大影响力依赖于信息的不断传播,受众的再传播行为研究就凸显其重要性.从网络口碑信息特征视角,通过行为实验法研究网络口碑的正负性、情绪性对受众信息再传播意愿的影响.结论发现,受众对负向网络口碑的再传播意愿比正向口碑更高,对情绪型网络口碑的再传播意愿高于事实型网络口碑,同时产品卷入度对情绪型网络口碑的再传播影响具有调节效应.  相似文献   

11.
This study examined how students who had no prior experience with videoconferencing would react to the use of videoconferencing as an instructional medium. Students enrolled in seven different courses completed a questionnaire at the beginning of the semester and again at the end of the semester. Students at the origination and remote sites did not differ in their reactions toward videoconferencing but there was a significant difference for gender. Women reacted less favorably to videoconferencing. Compared to the beginning of the semester, students reported significantly less positive attitudes toward taking a course through videoconferencing at the end of the semester. There were no significant differences in students' attitudes toward videoconferencing across courses at the beginning of the semester but there were significant differences across the courses at the end of the semester. The results suggest the need for better preparation for both students and instructors.  相似文献   

12.
Ajoint study by Prof. ZHANG Zhibin from the CAS Institute of Zoology and his co-workers from Norway, US and Swiss have indicated that historical outbreaks of migratory locusts in China were associated with cold spells, suggesting that China's projected climate warming could decrease the pest's numbers. The study was published in Proceedings of theNational Academy of Sciences on 17 September, 2007.  相似文献   

13.
A computer-mediated group is a complex entity whose members exchange many types of information via multiple means of communication in pursuit of goals specific to their environment. Over time, they coordinate technical features of media with locally enacted use to achieve a viable working arrangement. To explore this complex interaction, a case study is presented of the social networks of interactions and media use among members of a class of computer-supported distance learners. Results show how group structures associated with project teams dominated who communicated with whom, about what, and via which media over the term, and how media came to occupy their own communication niches: Webboard for diffuse class-wide communication; Internet Relay Chat more to named others but still for general communication across the class; and e-mail primarily for intrateam communication. Face-to-face interaction, occurring only during a short on-campus session, appears to have had a catalytic effect on social and emotional exchanges. Results suggest the need to structure exchanges to balance class-wide sharing of ideas with subgroup interactions that facilitate project completion, and to provide media that support these two modes of interaction.  相似文献   

14.
Electronic data interchange (EDI) provides means for interorganizational communication, creates network externalities, requires an advanced information technology (IT) infrastructure, and relies on standards. In the diffusion of such innovations, institutional involvement is imperative. Such institutions contain governmental agencies, national and global standardization organizations, local government, and nonprofit private organizations like industry associations. The last type of organizations we call intermediating institutions. They intermediate or coordinate ("inscribe") the activities of a group of would-be adopters. Unfortunately, little is known of how these organizations shape the EDI diffusion trajectory. In this article we examine one specific type of intermediating organizations?industry associations?and how they advanced the EDI diffusion process in the grocery sectors of Hong Kong, Denmark and Finland. We identify six institutional measures, placed into a matrix formed by the mode of involvement (influence vs. regulation) and the type of diffusion force (supply push vs. demand pull), that can be mobilized to further the EDI diffusion. Industry associations were found to be active users of all these measures to varying degrees. Their role was critical especially in knowledge building, knowledge deployment, and standard setting. Furthermore, institutional involvement varied due to policy and cultural contingencies and power dependencies.  相似文献   

15.
The increasing prospects of digital piracy has prompted the perceived need by electronic publishers to adopt technical systems of protection, and governments to reform their copyright laws. This article is a preliminary study of the management of intellectual property by electronic publishers, defined as those involved in the production of online databases, and CD-ROMs. It focuses on three main issues: (1) how electronic publishers view the increasing threat of piracy; (2) the methods of protection employed to protect intellectual property in digital format; and (3) the importance of technological protection of intellectual property in electronic publications. The analysis is based on a sample of 23 UK electronic publishers. The interviews revealed an interesting assortment of protection methods and did not show that technological protection was a preferred way. Instead, the means of protection, in addition to copyright law, comprised niche markets, pricing, trust, bad publicity, and nontechnical and technical means.  相似文献   

16.
Long-standing conflict between domain name registrants and trademark holders prompted the Internet Corporation for Assigned Names and Numbers (ICANN) to create a global, mandatory arbitration procedure known as the Uniform Dispute Resolution Policy (UDRP). The UDRP has been used in 2166 cases involving 3938 domain names as of 1 November 2000. The policy gives the initiator of a complaint, generally a trademark holder, the right to choose which ICANN-accredited dispute resolution service provider (RSP) will handle the case. During the preparation of the UDRP,some feared that complainant selection would lead to "forum shopping" that might bias the results. This article performs a statistical assessment of the forum-shopping thesis and finds support for it. There are statistically significant differences in the various RSPs' propensity to take away names from defendants; there are also major differences in the number of cases brought to each RSP. RSPs who take away names have the larger share of cases. The study examines other variables that might explain differences in market share, such as price, the plaintiff's nationality, or the time taken to decide a case. It finds that nationality and time also are correlated with market share. The study concludes that shopping for a favorable outcome is an important factor in the UDRP.  相似文献   

17.
Prof. Raymond C.K. Chen, a neuropsychologist with the CAS Institute of Psychology, has made novel progress in his studies of schizophrenia. His work has been reported by a recent issue of Behavioural Neurology.  相似文献   

18.
<正>In Xishuangbanna,one of China’s most biodiverse regions,landscape has changed dramatically during the past three decades due to the conversion of tropical rainforest to rubber plantations.In steep areas,terraces are often constructed before planting rubber trees,which causes two important changes in the soil:the destabilization of soil in the bench terraces and the increased vulnerability of unvegetated riser faces to erosion.Few studies have documented the nature and intensity of erosion on bench terraces.Prof.LIU Wenjie and his colleagues from the Xishuangbanna Tropical Botanical Garden(XTBG)conducted a study in Menglun County(21°5′39″N,101°15′55″E),Xishuangbanna to evaluate the influence  相似文献   

19.
<正>Chinese scientists plan to apply Earth Observation technologies to protect the critically endangered wild camels(Camelus ferus).With the help of remote sensing,satellite positioning,geographical information system and wireless sensors networks,they will be able to access the distribution and population of the wild camels and protect their habitats.The project will be carried out by the International Research Center for Wild Camel Conservation,which was jointly established earlier this year by the Institute of Remote Sensing and Digital Earth(RADI)of the Chinese  相似文献   

20.
<正>The Paul Gerson Unna Research Group on Dermatogenomics was founded in October 2012 at the Partner Institute for Computational Biology.The ultimate goal of the group is to understand the biology of skin and skin appendages.  相似文献   

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