共查询到20条相似文献，搜索用时 24 毫秒
1.
Wendy S. Zabava Ford 《Journal of Applied Communication Research》2003,31(3):189-211
This study examined customers' perceptions of personalized service communication performance in relation to their expectations as predictors of their satisfaction and loyalty intentions in four professional service contexts. Survey data were obtained from 253 customers regarding their expectations and experiences with physicians, dentists, auto mechanics, or hairdressers. Multisample covariance structure analysis procedures were performed to assess the level of support for alternative theoretical models across all four professional contexts. Results provided support for one model, specifying that customers' perceptions of communication performance accounted for significant variation in customer satisfaction, which, in turn, predicted customers' loyal behavioral intentions. Customers' expectations did not play an influential role in predicting customer satisfaction and loyalty, as proposed in an alternative model 相似文献
2.
Wendy Zabava Ford 《Journal of Applied Communication Research》2001,29(1):1-29
This study examined customer expectations for interactions with service providers in public, commercial service contexts. Two customer surveys revealed significant differences in expectations for "relationships" versus "encounters," and for personalized service communication in varied service contexts. The surveys also revealed that customers who expect relationships with providers tend to expect personalized service communication from those providers. Customers' current involvement in service relationships predicted their expectations for relationships versus encounters with service providers. Post hoc interviews also suggested that customers have distinct social expectations and time use expectations that coincide with their expectations for relationships or encounters and personalized service communication from different types of providers. 相似文献
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This study assessed the dimensional structure of the Service Provider Sociality Scale, then determined whether service providers' use of different sociality dimensions predicts customer satisfaction and, in turn, whether customer satisfaction predicts loyalty. A survey of 256 undergraduate student “customers” revealed two significant dimensions of sociality: Personal Connection and Courteous Expressions. These dimensions explained 74% of the variance in customer satisfaction, but only Courteous Expressions accounted for significant unique variance in satisfaction. Satisfaction, in turn, strongly predicted loyalty. 相似文献
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《Journal of Media Economics》2013,26(4):279-294
Using industrial organization as the theoretical framework, this study examines the relation between market competition and the media performance of Taiwan's cable television industry. The media performance of cable television systems is defined as the subscribers' satisfaction with program service, customer service, and community service. A telephone survey was conducted to collect data for the study. This study's findings in general support a positive relation between market competition and media performance, which accords with most previous studies. 相似文献
7.
Muhammad Jaber Hossain 《International Information and Library Review》2013,45(1-2):21-30
The article provides an overview of the expectations and perceptions of library service quality from university students in Bangladesh. A modified version of the five dimensional SERVQUAL instrument was used to collect data from the universities. Respondents were asked to indicate their opinion on three columns, i.e., desired, minimum, and perception of service performance using 28 service items. It was found that the students’ desired expectation for services is unreasonably high. The study, therefore, made an effort to examine the sources of their expectation to develop and validate an alternative item-scale for service quality assessment. The results indicate that the students’ expectation sources had a significant impact on their opinion on service quality. A large proportion of students felt that their expectation for quality services is their right. This led them to rate higher desired expectation score for services. It suggests that user's desired service expectation is unrealistic and is not reliable for quality measurement. Based on this, the study argues that the prior scales of service quality assessment, particularly the calculation of the gap difference between perception of service performance and desired service expectation cannot produce a realistic result. An alternative item-scale, called real service expectation, was developed to calculate the gap score between perception of service performance and real service expectations. The computation of real service expectation, and the corresponding gap analysis could provide a new strategic direction for service quality assessment in academic libraries. 相似文献
8.
Muhammad Jaber Hossain 《图书馆管理杂志》2013,53(6):462-482
ABSTRACTThis article investigates students’ perceptions and expectations of service quality to understand the causes of dissatisfaction with the services delivered by the university libraries in Bangladesh. A total of 623 usable responses were collected from ten public and private university libraries in the country. The survey data were collected using a modified five dimensional SERVQUAL-based questionnaire, consisting of 26 service items. To determine the level of user satisfaction/dissatisfaction with the service items, the study used the disconfirmation theory with slight modification. It was found that users’ unrealistically high expectation for quality services is one of the key sources of their dissatisfaction. The other causes of dissatisfaction include lack of user-employee relationships, lack of attention to users’ needs, an external communication gap between library and users, lack of attention to enhance staffs’ performance, etc. Based on the service deficiencies identified, the study offers some measures that could be used as a way to improve service quality, and thereby user satisfaction. 相似文献
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从科技查新服务的实践出发,探讨客户关系管理在查新服务管理中的应用。通过总结目前科技查新服务的
创新模式,论述基于客户关系管理的查新服务的特点和优势。认为科技查新服务中实施客户关系管理的目标是转变科
技查新被动服务的局面,挖掘价值用户以提供增值服务,进而提升科技查新服务价值。本文从客户分析、客户满意度
与忠诚度管理、客户关系保持与发展以及价值客户的发现四个方面探讨了服务模式构建的思路,并以中科院文献情报
中心科技查新服务为案例,讨论服务实践及效果。 相似文献
10.
Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2013,45(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
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《Journal Of Access Services》2013,10(3-4):107-117
ABSTRACT This paper focuses on how an academic library managed changes in services and space to meet customer needs for streamlined services, increasing efficiency for students, faculty and staff in finding, analyzing, sharing, and producing knowledge. The Ohio State University's John A. Prior Health Sciences Library (PHSL) has merged its circulation and reference desks into one service point, added technology-based services, updated software and hardware on public workstations, and placed more emphasis on a variety of educational offerings. These changes save customers' time and effort by minimizing the need to obtain assistance at multiple service points. This paper provides a review of resulting improvements and customers' use of services and spaces. 相似文献
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Factors affecting customer relationship management practices in Thai academic libraries 总被引：1，自引：0，他引：1
Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2011,(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
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San Bolkan Alan K. Goodboy Guy F. Bachman 《Journal of Applied Communication Research》2013,41(1):107-125
The purpose of this study was to examine the antecedents of consumers’ repatronage intentions and negative word-of-mouth behaviors following organizational failures. Participants were 233 people who had actually complained to organizations. Using Rusbult's investment model of relational stability, consumers’ perceptions of their investments, alternatives, satisfaction, and commitment were measured with respect to their impact on customers’ intent to do business with organizations in the future and willingness to spread negative publicity about an organization following a business failure. Results indicated that a modified version of the investment model helped to predict significant variance in consumers’ repatronage intentions and negative word-of-mouth behaviors. 相似文献
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《Government Information Quarterly》2022,39(4):101721
Ensuring employees' compliance with information security controls is a major challenge experienced by the management of information security in organisations. While the investment in information security has been increased recently, many organisations around the world have failed to avoid security threats and data breaches because of noncompliant employees. This study proposes a model to explore employees' differences and identifies the factors that can shape their perceptions and intentions toward compliance. The model was examined and validated in a Saudi Arabian government organisation using partial least square structural equation modelling. The results of this study support the validity of the research model and disclose the factors that have a significant influence on employees' intentions toward compliance, particularly in Saudi Arabia's public organisations. To the best of our knowledge, this is the first study to investigate employees' perceptions and intentions toward complying with information security controls in public organisations across all regions of Saudi Arabia. The study contributes to the information security management domain in terms of the model's validity, which can be used to explore the influence of the identified factors on employees' perceptions and intentions toward complying with information security controls in different cultural and environmental contexts. 相似文献
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[目的/意义]构建并验证图书馆预防性服务补救影响读者的行为意向和关系质量的概念模型,为大学图书馆有效应对服务失误提供可实践的指导和建议。[方法/过程]运用情景模拟方法收集384份有效问卷,并利用SPSS 17.0和Amos 17.0对模型进行检验。[结果/结论]研究表明,预防性服务补救通过读者满意正向影响读者行为意向（读者忠诚和读者正面口碑传播）,预防性服务补救通过读者满意正向影响读者关系质量（读者信任和读者承诺）,读者感知控制在预防性服务补救与读者满意之间起正向调节作用,读者感知控制会强化顾客满意在预防性服务补救与读者关系质量所起的中介效应。 相似文献
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Mandy Hudson 《Public Library Quarterly》2013,32(2):151-156
The importance of customer feedback and the value that it adds to product development and enhancements cannot be overstated. Customer feedback also plays a key role in the development of online resources. But how do you merge customer feedback and the development of new proposals for product design? The balance between customer feedback and strategic direction is something EBSCO strives for in every build of new product enhancements. Many of the company's most important products and interface enhancements can trace their origins back (at least in part) to customer feedback or customer‐based advisory boards. By keeping an open channel of communication between customers and developers, EBSCO has positioned itself as a global leader in matching ongoing product development to current customer need. In doing so, the company has also laid the foundation for ascertaining and responding to the future needs of customers. 相似文献
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《Communication monographs》2012,79(2):207-233
Styles of handling conflict are highly consequential to marital success. The behavioral model predicts that spouses’ accuracy in perceptions of each other will be associated with marital quality, whereas the benevolent perception model predicts that benevolent perceptions, even when objectively inaccurate, will be associated with marital quality. To investigate the role of perceptions of marital conflict styles, 194 couples married for less than five years completed self- and partner-reports of conflict styles and marital satisfaction. Results indicated that spouses were both accurate (i.e., seeing the self the same as one's partner sees the self) and biased (i.e., seeing the partner the same as one sees the self) in their perceptions of each others’ conflict styles. Little support existed for the accuracy model of perception and marital satisfaction, but more consistent support was obtained for the benevolent perception model in which more positively toned perceptions, regardless of their consistency with partners’ self-perceptions, were associated with higher marital satisfaction. Results of actor–partner interdependence analyses revealed numerous actor effects for conflict styles and satisfaction, and partner effects for the styles of conflict engagement and withdrawal and partners’ marital satisfaction. 相似文献
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[目的/意义] 从用户满意度出发将高校图书馆已开展的科研支持服务项目进行排序，通过Kano模型找出关键因素以及对项目的影响，以便图书馆能够合理配置资源，提高服务质量。[方法/过程] 运用Kano模型的基本理论，结合"985"高校图书馆科研支持服务项目分类，通过设计Kano问卷、开展问卷调查、统计调查数据和分析满意度4个步骤将科研支持服务项目进行归类。[结果/结论] 提出4个层次的科研支持服务项目，分别为基础项目、扩展项目、特色项目和无差异项目，为不同规模的高校图书馆提供科研支持服务项目选择的一种分析方法和建议。 相似文献
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Abstract This paper reports on a survey of faculty perceptions of the role of the library in online distance education. The study is second in a series of related studies exploring The Pennsylvania State University's library services to patrons at a distance. In 2004, faculty of the World Campus (Penn State's online distance education program) were surveyed on their perceptions of e-learners' research needs. The faculty responded to questions on how their students access research information for their courses, whether they require their students to use the library as part of their courses, and their expectations of the library as an academic support service. The survey revealed that 60% of the responding faculty supply all of the required research information to students in their courses, and 62% do not require students to use the library as part of their course(s). The study concludes that online, distance-education faculty members have minimal to moderate expectations of the library in supporting their teaching and their students' research needs. Moreover, the study shows a significant lack of faculty awareness of existing library services and resources available to the e-learning community. 相似文献
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