Organizational Responses to Consumer Complaints: An Examination of Effective Remediation Tactics

Mistakes are common in business and can lead to negative repercussions for organizations. However, through the use of explanations, firms can diminish the negative consequences of their errors. The current study used a field stimulation to examine organizational explanations (excuses, justifications, and excuses) and their components (believable, appropriate, considerate, and responsible) to determine which factors make a difference in consumer satisfaction following organizational failures. Results, interpreted through the lens of expectancy violations theory, suggest that various components of explanations and the form of explanations used in remedial responses influence people's perceptions of organizations and organizational responses following complaints about failures.     

Bookselling research: An overview of the past and priorities for the future

In 1988, the American Booksellers Association mandated the creation of an in-house research department. This article reviews the ABA’s research agenda, its progress to date, its relationship to research conducted by other publishing organizations, and its future priorities. Carol Miles became director of research for the American Booksellers Association in 1988, after twenty years of research in the academic, nonprofit, not-for-profit, and private sectors.     

网民网络购物行为调查

目前,我国网民中网络购物行为已经非常普及,但不同性别、学历、职业、收入水平的人群在网络购物上的参与度、消费结构存在诸多差异。研究着重从网络购物的个人主体--网民出发,基于大规模在线问卷调查获得的数据,对参与网络购物的网民特征、网民网络购物的结构以及网民所认为的网络购物的优势与隐患等问题进行分析。     

消费类期刊数字化发行模式研究

面对日益明显的数字阅读趋势,期刊的数字化发行正在成为期刊业的新选择。数字化发行是指将数字化的出版物通过网络渠道进行传播和销售。消费类期刊的数字化发行模式有四种类型,为适应数字出版趋势,拓展期刊发行渠道,我国的消费类期刊出版机构还需根据自身实力选择相应的发行模式,满足读者的数字阅读需求。     

Interlibrary Loan Patron Use Patterns: An Examination of Borrowing Requests at a Midsized Academic Library

The results of a recently conducted study of interlibrary loan fee-based borrowing requests are presented in this article. The study examined 3,074 borrowing requests completed over a three-year period from January 2007 to December 2009. Statistics were analyzed to understand patron behavior in submitting requests and the types of materials being requested.     

Crisis Librarianship: An Examination of Online Librarianship Roles in the Wake of the COVID-19 Pandemic

This study surveyed the members of a professional library organization for their perceptions of their online librarianship role. In particular, the survey sought to examine any change in online librarianship roles after March 2020 as a result of the COVID-19 pandemic lockdowns. Participants were administered a survey comprised of both quantitative and qualitative response options. Findings present a nuanced professional environment post-lockdown in which individual job duties largely remained the same; however participants reported increased demands stemming from workplace issues, including attrition and lack of resources.     

网上书店购买者行为研究进展

为了加快电子商务在我国出版发行领域的应用和发展，需要充分了解网上书店购买者的行为及其影响因素。本文概述了国内外关于网上购书者的人口统计特征，分析了影响人们网上购书意愿的因素，评介了购书者对网上书店的满意度、忠诚度及其影响因素的研究成果。     

网络科技期刊内容模式研究

运用实证研究方法,通过对现有出版实践活动的考察,从内容组织、质量控制、内容服务和权利管理四方面总结网络科技期刊内容模式的现状,进而提出今后内容模式创新的方向,以供决策参考。     

保护网络数据产品消费者的权益——一个知识产权保护的反问题

文章讨论了知识产权保护及其意义，网络数据库产品的消费特点，提出了网络数据产品消费者的权益保护问题，最后提出用户自我保护措施和立法建议。     

基于在线评论的图书消费者满意度影响因素与作用机理

[目的/意义] 本文旨在提出一种从大量在线商品评论数据中挖掘影响读者满意度的关键因素的方法，并深入探讨各个影响因素对消费者满意度的影响模式和影响程度，进而为图书出版企业、电商平台持续改善读者满意度提供理论基础。[方法/过程] 一方面利用朴素贝叶斯分类器将读者的情感进行分类。另一方面对评价文本中的高频名词进行聚类，发现影响读者满意度的主要因素。在此基础上基于最大程度减少不确定性的原则对各个影响因素的影响模式和影响程度进行分析。[结果/结论] 以京东人工智能类图书评论为例进行了实证研究，发现包括内容、价格在内的六个因素可以极大地反映出读者的满意度（83.2%）。因此对于图书类商品，可以通过对大量历史评论数据的学习，找出影响读者满意度的主要因素，据此设计出简化的读者评论框架，以增强读者参与评论的积极性，提高评论的质量。"图书内容"是影响读者满意度的最主要因素。当读者对图书内容表达出不同的情感时，其他因素对读者满意度的影响模式和程度是完全不同的。当读者对图书内容表示满意时，89.2%的总体评论是好评，其他因素的影响较小，价格是导致中评和差评的最主要因素；当读者认为图书内容一般时，评论趋向于中性，读者对服务和物流更为关注；当读者认为图书内容不令人满意时，影响读者满意的因素依次是包装、服务质量和价格。基于不同影响因素对读者满意度的影响模式和影响程度，图书出版企业和电商平台可以更加有针对性地对其加以改善，以提高读者满意度。     

在线健康信息求助行为实证研究的系统综述:知识体系、影响因素与前沿分析

[目的/意义]用户在线健康信息求助行为实证研究是用户在线健康信息行为研究的重要组成部分,对其展开深入分析可推动在线健康信息服务的应用创新和模式创新。[方法/过程]以中国知网和Web of Science为数据源获取代表性研究文献,并通过系统综述的研究方法来梳理国内外用户在线健康信息求助行为实证研究。[结果/结论]已有研究已初步形成知识体系框架,但仍存在一些研究空白领域。影响因素主要包括内部因素（求助事项、求助者因素）、外部因素（信息环境、社会环境、施助者因素）、中介因素（求助需求、认知性因素）和调节因素（人口统计因素）4个部分。重视研究基础、挖掘影响因素、关注结果变量、推动数据驱动等将是未来的研究热点和重点。     

Economic Essentials of Online Publishing with Associated Trends and Patterns

This article takes a look at the common types of revenues and expenses prevalent in the online publishing world, and examines the economic trends and contrasts of upstart entities vs. larger, more established organizations. Through the use of examples and case studies, we surface information that is useful in managing for economic value.     

(Re)Viewing Reviews: Effects of Emotionality and Valence on Credibility Perceptions in Online Consumer Reviews

This study examines credibility perceptions in online consumer reviews. Specifically, this work investigates the effects of review emotionality (high vs. low), review valence (positive vs. negative), and individuals’ need for affect on source credibility and information credibility. In an online experiment, U.S. adults (N = 327) viewed a product review from Amazon.com varied across four experimental conditions. Results indicate that high-emotionality reviews are perceived as lower in source and information credibility compared to low-emotionality reviews. A moderated mediation model was tested with the source credibility dimensions as possible mediators of information credibility and need for affect as a moderator for the effects of review emotionality. The effects of emotionality on information credibility were significantly mediated by source trustworthiness, and this mediation was moderated by participants’ need for affect, with the credibility-hampering effects of emotionality found only among participants with low and moderate levels of need for affect.     

国家精品课程网上资源用户满意度评价模型构建

构建包括7个隐变量(用户经验、用户需要、用户预期、质量感知、价值感知、用户满意度和用户忠诚)的国家精品课程网上资源用户满意度评价模型,然后利用Smart PLS软件实证该模型的科学性,并探讨该模型的应用前景。     

螺旋式与直线式:在线健康医疗平台用户与医生交互模式研究

随着“互联网+健康医疗”的发展,越来越多的患者(或患者的代理人,本文统称为“用户”)寻求通过在线健康医疗平台与医生交互,完成问诊过程。本研究关注在缺乏面对面沟通的网络环境下,如何帮助用户-医生实现虚拟空间的有效交互,针对在线健康医疗平台中的用户-医生交互进行研究,以识别交互的模式和特征。通过爬虫技术获取了“春雨医生”网站1017组用户与医生的交互会话,本研究采用开放编码和会话分析相结合的方法,发现螺旋式和直线式是最主要的交互模式,构建了两种模式的理论模型,并揭示了两种模式的交互特征。此外,发现用户对初始问题描述的清晰和详尽程度是影响交互效率的关键因素。本研究有助于提升用户和医生借助在线健康医疗平台进行的交互效率,优化此类系统或平台的用户交互体验设计,为未来研究不同角色参与的在线智能交互健康医疗平台提供了借鉴意义。     

Choosing Academic Librarianship: An Examination of Characteristics and Selection Criteria

Studies exploring librarians' backgrounds and motivations frequently focus on all librarian-types or on students seeking a degree in librarianship. Investigating particular subsets of librarians is a field ripe for study. Here, we employed a survey of 1872 academic librarians who obtained a graduate degree in librarianship to examine their undergraduate education and their general career paths leading them to academic librarianship. The study found that over two-thirds of respondents sought a librarianship degree more than one year after obtaining their undergraduate degree. A large majority spent time in the workforce before seeking a librarianship degree, with exposure to work in a library or contact with a librarian remaining a major influence on the decision to enter the field.     

网络工具书探析

分析了网络工具书的概念及类型，探析了网络工具书在信息技术、服务功能、开放式编撰模式等方面的发展意义，并提出了我国网络工具书有待完善与改进的地方。     

会诊中国电视--关于中国电视现状及问题的对话

20 0 3年中国电视经历了若干新的探索 ,业界和学界都以“创新”的追求不断推出许多新概念、新名词、新思路、新办法……在这些近乎“轰炸”般的新说法、新做法背后 ,却实实在在地、不可忽略地遮掩着不少新问题、老问题。之所以想推“新” ,除了时代与传媒发展不可阻挡的大势所趋 ,也的确因为这些诸多“问题”困惑着电视人 ,我们认为 ,只有好好对这些问题作一“会诊” ,才可能找到这些问题的“症结” ,才可能进一步对症下药 ,找到解决的路径。为此 ,本刊副主编胡智锋教授与凤凰卫视中文台副台长刘春先生专就中国电视现状及问题作了一番对话 ,希望能引起大家进一步的讨论和探求