The effects of relationship quality and switching barriers on customer loyalty

Because the cost of attracting new customers is much higher than the cost of retaining old customers, keeping customers loyal is a crucial issue for service firms. This research explores how relationship quality and switching barriers influence customer loyalty. Relationship quality consists of two aspects: satisfaction and trust. Antecedents of satisfaction and trust are explored. To test the proposed research model, a survey research methodology was used. Paper survey was distributed to mobile phone users in Taiwan. A total of 311 valid questionnaires were returned. Structural equation modeling was used to test hypotheses. Satisfaction, trust, and switching barriers have positive effects on loyalty. In terms of antecedents, it was found that playfulness and service quality impact satisfaction while service quality and intimacy affect trust. From a managerial perspective, this research suggests that practitioner should not only keep improving service quality, but also provide playfulness to ensure customer satisfaction. Service providers should also build relationship quality and switching barriers to reduce the possibility of defection and enhance customer loyalty.     

Exploring the impact of communication effectiveness on service quality,trust and relationship commitment in IT services

Most firms today are served by specialized IT service providers for the development and maintenance of their business information systems. During the IT service encounter, service providers and clients interact throughout the project, exchanging information, sharing knowledge and making critical decisions. From the IT service provider's viewpoint, it is important to raise the level of clients’ relationship commitment during this service encounter as their business continuity depends upon clients assessment. Intuitively, effective communication and effective service quality, mediated by trust, are critical factors in raising the level of relationship commitment. This study proposes an empirical model consisting of four critical antecedents of relationship commitment (communication effectiveness, technical service quality, functional service quality and trust) and then tests the model using data points solicited from two global firms. Study results revealed that trust is a strong mediator for relationship commitment while functional, rather than technical, service quality is a stronger mediator in forming the clients’ trust.     

关系质量对质量管理实践和绩效的调节效应

本文在文献回顾的基础上分析了质量管理实践对质量绩效和企业绩效的影响途径,将供应链关系质量作为调节变量,探讨了它对质量管理实践和绩效关系的影响,构建了质量管理实践、质量绩效和企业绩效的影响模型,通过对陕西、宁夏、甘肃、新疆和浙江五省区企业的调查检验相关假设。结果表明,质量管理实践以内部质量绩效和外部质量绩效为中介对企业绩效有间接的正向影响,同时,供应链关系质量能够显著调节质量管理实践与内部质量绩效的关系。     

认证机构服务质量对关系质量影响实证研究

摘要：本文在认证行业领域,研究了认证机构服务质量对关系质量的影响。在认证机构服务质量4维度结构（即过程服务能力、过程交互质量、潜在服务能力和结果质量）及关系质量3维度结构（即合作性、适应性和关系氛围）的基础上,构建了认证机构服务质量对关系质量的影响模型。对721家企业的实证研究表明,过程服务能力、结果质量两个维度对认证机构和顾客之间的关系质量有显著影响,而过程交互质量、潜在服务能力两个维度对两者关系质量的影响不显著。最后对认证机构如何提高其服务质量,维持良好的顾客关系提出了建议。         

嵌入式网络关系和网络能力对服务创新能力影响的关系模型构建

近年来,服务创新的网络化观点得到了普遍认可,嵌入式网络关系和网络能力对服务创新能力的提升作用也逐渐引起人们的重视。在总结前人研究成果的基础上,本文构建了嵌入式网络关系和网络能力对服务创新能力影响的关系模型,以寻求提升企业服务创新能力的路径。     

Users as service innovators: The case of banking services

Many services can be self-provided. An individual user or a user firm can, for example, choose to do its own accounting - choose to self-provide that service - instead of hiring an accounting firm to provide it. Since users can ‘serve themselves’ in many cases, it is reasonable to suspect that they can also innovate with respect to the services they self-provide - possibly without the assistance of service providers.In this paper, we conduct the first quantitative exploration of the importance of services innovation by users, focusing on the field of commercial and retail banking services. We find that 55% of today's computerized commercial banking services were first developed and implemented by non-bank firms for their own use, and 44% of today's computerized retail banking services were first developed and implemented by individual service users rather than by commercial financial service providers. Manual precursors to these services - manual procedures that carried out functions similar to computerized services in our sample - were almost always developed by users as self-services.Our empirical findings differ significantly from prevalent producer-centered views of service development. We speculate that the patterns we have observed in banking with respect to the major role of users in service development will prove to be quite general. If so, this will be an important matter: on the order of 75% of GDP in advanced economies today is derived from services. We discuss the implications of our findings for research and practice in service development.     

公平感知、关系质量与研发合作关系价值研究

以关系质量为中介变量,利用结构方程模型和上海汽车行业研发合作的198份样本数据,实证研究了研发合作中公平感知对关系价值的影响。结果发现:程序公平和互动公平通过满意影响了关系价值,并且程序公平的影响小,互动公平的影响大,分配公平通过承诺影响了关系价值;同时发现,满意对关系价值的影响最大,其次是信任、承诺。     

IT外包知识转移影响因素分析——基于关系质量的实证研究

 根据已有的文献,从关系质量的角度出发,构建了基于关系质量的IT外包知识转移影响因素的概念模型,并提出假设。通过对北京中关村软件园、上海浦东软件园和西安软件园内20多家企业进行问卷调查,并利用统计软件SPSS 11.0和AMOS 17.0对收集到的数据进行量化分析。实证结果表明：沟通对相互承诺、信任、良好冲突处理和知识转移有显著的正向影响;相互承诺对知识转移有显著的正向影响;信任对相互承诺和知识转移有显著的正向影响;良好冲突处理对信任有显著的正向影响,但对知识转移没有显著的正向影响。     

战略性资源与企业竞争优势的关联性分析

顺承企业资源观的理论核心要义,基于企业定位优势要素模型将具备李嘉图租金获取特性的战略性资源具体化为市场导向、企业家精神、创新和组织学习四大战略性资源要素,并通过结构方程模型法验证各战略性资源要素与企业竞争优势之间的相关关系,进而通过数理统计方法支持战略性资源与企业竞争优势的相关性。     

Online service quality and perceived value in mobile government success: An empirical study of mobile police in China

Measuring the success of mobile government (m-government) is a significant challenge faced by the public sector today, as governments are increasingly using mobile technology to provide public services to citizens and m-government endeavors have often fallen short of their potential. To address this gap, we draw on DeLone and McLean’s (2003) updated information systems (IS) success model in order to develop an m-government success model that theorizes service quality as comprising online and offline service quality and further uses perceived value to measure net benefits. The results of a survey of 286 m-government users in China indicate that information quality and online service quality, but not system quality, are positively associated with citizen satisfaction, which in turn is positively associated with perceived value. The results also show that the relationship between online service quality and citizen satisfaction is positively moderated by offline service quality, while citizen satisfaction partially mediates the relationships between information quality/online service quality (but not system quality) and perceived value. This study extends the updated IS success model by differentiating between online and offline service quality, as well as by introducing the notion of perceived value. Our results provide guidance to researchers and practitioners regarding the role of service quality and perceived value in measuring m-government system success.     

我国科技期刊服务质量与保障对策

【目的】 分析我国科技期刊服务于科技创新、产业经济、学科建设、人才培养和科研诚信的服务质量,提出相应的服务质量保障措施。【方法】 以2015年中国“百强科技期刊”为样本,访问样本期刊的微信公众号或官方网站,通过分析期刊专辑专题的策划、编委会的管理、会讯资讯的发布、评选及其他活动的举办、抵制学术不端的举措、论文写作的指导与培训等指标,考察我国科技期刊的服务现状。【结果】 在保障推文功能的基础上,我国百强科技期刊发布较多的内容依次是资讯、专辑专题策划、评选活动、编委会情况、论文写作指导及学术不端政策;少数期刊还发布了专家讲堂、专业课程、视频、微商城等信息。【结论】 根据我国百强科技期刊具备的服务质量指标,从编辑策划能力的提升、编委和审稿专家作用的充分发挥、科研诚信保障措施的制定、传统媒体与新媒体技术的融合、实践活动的开展等方面提出保障策略,构建我国科技期刊服务于读者和作者的保障体系。     

基于SERVQUAL模型科技金融平台服务质量评测——以P2P网贷平台为例

《“十三五”国家科技创新规划》大力支持科技金融服务业发展。以“XK网贷平台”为例,开展200份问卷调查、分析137份有效样本数据,基于SERVQUAL模型、服务期望值和感知值的差距分析,以乘积标度法等工具计算服务质量评价指标及其五个服务维度的权重值,对服务质量进行量化测量及对服务质量差距作分析,最后从五个维度分析该平台服务质量问题,并对P2P网贷及科技金融服务平台的发展提出三个对策建议。     

公司治理与会计信息质量的关系

以2001—2007年受到证监会或证券交易所处罚的上市公司为研究对象,对公司治理与会计信息质量的关系进行实证研究后发现,会计信息质量同股权集中度、国有控股和标准无保留意见的审计报告显著正相关,同董事会的规模、构成及会议次数,同会计信息质量没有显著相关关系。     

3PL服务质量与C2C顾客满意度的实证研究

物流业务外包后,第三方物流(3PL)公司代替企业与顾客互动,这在电子商务中尤为明显,因此第三方物流公司的服务质量是否影响顾客满意度成为一个重要问题。在C2C网络购物环境中,基于物流服务质量模型,建立了第三方物流服务质量与顾客满意度的测评模型(LSQ-CS)。对LSQ-CS模型的实证研究表明:物流交互和运作质量均影响顾客对第三方物流服务商的满意度;成本质量并不影响顾客对第三方物流服务商的满意度;物流交互质量对运作和成本质量产生影响;此外,第三方物流服务质量也影响着顾客对企业的满意度。这一研究结论表明当前物流市场中第三方物流公司应该保证运作质量,提高交互质量,避免低成本恶性竞争;同时除了物流成本外,企业也应根据物流服务质量来选择物流服务商。     

Identification of critical quality dimensions for continuance intention in mHealth services: Case study of onecare service

Mobile health (mHealth) services support the continuous health-related monitoring, feedback, and behavior modification of individuals and populations through the use of personal mobile communication devices. Poor service quality is a major reason why many users have discontinued using mHealth services. However, only a few studies have identified the critical quality components for continuance intention. The current study aims to identify the crucial quality dimensions for users’ continuance intention in an mHealth service called Onecare. This service provides various forms of support for the day-to-day health behavior monitoring of college students by utilizing daily behavior data. In this research, five major quality dimensions of mHealth services, namely, content quality, engagement, reliability, usability, and privacy, were derived from existing studies. The effect of each quality dimension on continuance intention was estimated by analyzing the survey responses of 191 Onecare service users. The quality dimension with the most considerable effect on continuance intention was determined to be engagement followed by content quality and reliability. By contrast, the effects of usability and privacy on continuance intention were insignificant. Furthermore, this study found that the optimal quality management strategy can change depending on the objective, i.e., to increase continuance intention or satisfaction. These results will help mHealth service managers allocate their limited resources to effectively and efficiently improve continuance intention. Future research is required to verify if the findings of this study are generalizable to any population because the sample used in this work was specific to Korean college students.     

Customer Relationship Management (CRM) systems,intermediation and disintermediation: The case of INSG

Whilst our knowledge of Customer Relationship Management (CRM) systems continues to evolve, there is still much to learn. This paper offers some relatively rare insights on the use of CRM systems and the strategic impact on the processes of intermediation and disintermediation in order to improve customer service. This research was conducted from April 2007 to 2008 using an interpretative case study approach. The case involved working with a leading international insurance company (given the pseudonym of INSG) and some of their intermediary customer service agents. The research highlights some design characteristics and philosophical insights regarding CRM system approaches and also offers some useful practical insights on the impact of CRM in changes to the deployment of some intermediaries, leading to a process of disintermediation, in order to improve customer service. In summary, some theoretical and practical implications are highlighted and discussed.     

关系质量视角下的IT服务外包风险规避模型

IT服务外包作为现代高端服务业的组成部分,已经成为重要的发展趋势。针对IT服务外包风险,首先建立了引入关系质量因子的委托代理模型,然后求得了模型的最优激励系数、最优努力水平及最优关系质量满足的条件,最后讨论了不同外生变量对最优关系质量的影响。研究表明,关系质量的作用存在局限性,接包方应协调关系质量与努力成本的投入,此外,最优关系质量与接包方风险规避度之间并非单调关系。     

The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea

We performed a study to determine the influence that site quality has on repurchase intention of Internet shopping through customer satisfaction, customer trust, and customer commitment. Appropriate measures were developed and tested on 230 university students of Gyeongnam province in South Korea with a cross-sectional questionnaire survey. The results of the empirical analysis confirmed that site quality can be conceptualized as a composite of six dimensions of shopping convenience, site design, information usefulness, transaction security, payment system, and customer communication. Second, site quality positively affected customer satisfaction and customer trust, but did not affect customer commitment and repurchase intention. Third, site quality can affect repurchase intention by enhancing or attenuating customer satisfaction, customer trust, and customer commitment in online transaction situation. The mediating effect of customer satisfaction, customer trust, and customer commitment between site quality and repurchase intention is identified. Fourth, site quality indirectly affected customer commitment through customer satisfaction. Customer satisfaction indirectly affected repurchase intention through customer trust and customer commitment. Thus, it is found that site quality can be a very important factor to enhance repurchase intention in the customer perspective.     

质量管理实践与企业绩效关系模型研究——扩展知识路径的研究视角

以战略管理理论中竞争优势来源的经典观点为依据,提出并分析了质量管理可以通过知识转移这一中间变量对企业绩效实施影响的逻辑路径,由此构建了质量管理与企业绩效关系的全模型。通过实证研究得出:质量管理实践对于知识转移具有显著影响作用以及传统路径和知识路径之间交互作用并不显著等主要结论。研究的主要意义:从内在逻辑解释了质量管理能够与创新活动相协调的理论依据,发展并完善质量管理与企业绩效关系模型,知识路径的存在为质量管理与知识管理两大实践体系的相互整合提供理论基础,也成为企业开展质量管理活动重要的决策依据。     

黄河故道湿地土壤质量因子与景观类型的耦合关系

在湿地生态系统恢复重建过程中,湿地土壤质量变动与景观类型的相互关系及其耦合机制的研究,已成为国内外学者研究的热点问题。本文以豫东黄河故道湿地为研究对象,利用主成分分析、线性回归分析和典型相关分析等方法,研究故道湿地景观类型与土壤质量因子之间的关系,探讨景观类型与土壤生态过程之间的耦合关系。结果显示：①主成分分析（PCA）和典型相关分析（CCA）表明,主成分与湿地景观类型密切相关;主成分P1（土壤有机质与微生物活性）与山杨林地的相关性最大;主成分P2（土壤总磷与容重）与莎草沼泽的相关性最大;主成分P3（土壤pH值）与碱蓬滩地的相关性最大;②土壤性质的改变能够很好地响应湿地景观类型,各景观类型从故堤向外延伸呈顺时针分布在CCA排序轴上,且土壤生态过程与湿地景观类型之间呈现出不同的相关性;③多元回归分析表明,3个主成分与景观类型序列的相关系数为0.955,R²=0.893（F=48.486,p=0.001）,湿地景观类型与土壤质量因子的梯度变化密切相关;湿地土壤生态过程是豫东黄河故道湿地景观类型演变的驱动力之一。