The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice,technology, and trust

Complaint behaviors are critical to maintaining customer loyalty in an online market. They provide insight into the customer's experience of service failure and help to redress the failures. Previous studies have shown the importance of customer satisfaction as a mediator for complaint intentions. It is important to examine the antecedents of customer satisfaction and its link to complaint intentions. Online shoppers are both buyers of products/services and users of web-based systems. Trust also plays a critical role in forming a psychological state with positive or negative feelings toward e-vendors. In this context, there are three major concerns: justice, technology and trust. This study proposes a research model to combine these issues, in order to investigate complaint intentions. Data were collected from an online survey wherein subjects were encouraged to reflect on recent service failure experiences. The results from testing a structural equation model indicate that distributive and interactional justice contribute significantly to customer satisfaction and, in turn, to complaint intentions, but procedural justice does not. Technology-based features and trust are also important in determining the two target variables. The implications for managers and scholars are also discussed.     

人际信任的界定

日常生活里,个体在社会化的过程中通过对他人的行为进行认知和评估形成人际信任,人际信任与人际关系相互作用影响个体的心理健康．本文撷取国内外众学者对信任概念的理解,从而对人际信任作出科学的综合界定．     

Exploring decisive factors affecting an organization's SaaS adoption: A case study

Software as a Service (SaaS) is regarded as a favorable solution to enhance a modern organization's IT performance and competitiveness; however, many organizations may still be reluctant to introduce SaaS solutions mainly because of the trust concern—they may perceive more risks than benefits. This paper presumes that an organization will augment the trust of adopting SaaS solutions when perceived risks decrease and/or perceived benefits increase. To gain insights into this issue, a solution framework using a modified Decision Making Trial and Evaluation Laboratory (DEMATEL) approach is proposed. The core logic is to treat perceived benefits and perceived risks as two distinct themes so that a visible cause–effect diagram can be developed to facilitate the decision makers. A case study is conducted on a Taiwanese company—one of the world's leading manufacturers in the niche and specialized resistor markets. The findings suggest that the case company concern more about strategic-oriented benefits than economic-oriented benefits and more about subjective risks than technical risks. Some implications are addressed accordingly.     

Work Spouses: Defining and Understanding a “New” Relationship

Despite a spate of media attention in recent years and implications for both work and family relationships, communication scholars have yet to study work-spouse relationships. Since popular press sources have often focused on the nature of and propriety of such relationships, the purpose of this study was to empirically examine how work spouses characterized their relationships. We analyzed 269 participants’ open-ended responses to a survey, which yielded five categories: (a) characteristics of a work spouse, (b) conditions for the work-spouse relationship, (c) characteristics of the work-spouse relationship, (d) functions of work spouses, and (e) ways of managing the work-spouse relationship. From this analysis, we construct a definition of the relationship and chart a course of future research for communication scholars.     

Emerging Adults' Use of Relational Maintenance Behaviors with Their Parents

This study represents a preliminary investigation into emerging adults' (i.e., ages 18–25 years) use of relational maintenance behaviors with their parents and whether these behaviors are related to perceived commitment, trust, and control mutuality. Participants were 273 undergraduate students who completed a series of instruments in reference to their general interactions with one parent. Results indicated that emerging adults use the networks, assurances, positivity, tasks, conflict management, and advice relational maintenance behaviors with their parents, and their use of relational maintenance behaviors is related directly to perceived commitment, trust, and control mutuality.     

The mediating role of consumer trust in an online merchant in predicting purchase intention

It is widely known in related literature that trust in a merchant reduces the perceived risk of an online transaction. However, there are theoretical reasons to postulate that the perceived risk acts as a barrier to consumer trust. Furthermore, existing studies suggest that trust is an important predictor of purchase intention. Thus, this research aims at investigating the mediating role of consumer trust in an online merchant in the relationships between components of perceived risk and purchase intention: (1) examining the total effect without mediation, and (2) examining the mediation effect. When we probed the total effect, the findings revealed that performance, psychological, financial, and online payment risks have a significant negative influence on purchase intention. On the other hand, an examination of the mediation effect indicated that trust in an online merchant completely mediates the effect of performance risk, but partially mediates that of the psychological risk. Given the mixture of unmediated as well as mediated effect of perceived risks on purchase intention, the paper concludes that efforts, made by online merchants, to lessen certain types of risk will first improve consumer trust, and then ultimately, increase consumer's intention to buy online.     

基于智能合约的知识产权数字化交易信任机制探析

在解析知识产权数字化交易信用风险来源的基础上,探讨区块链智能合约技术与其信任机制优化的耦合性,研究基于智能合约的优化方案,进而构建信用风险演化博弈模型,并借助Vensim数值仿真进行参数敏感性分析。结果表明,节点的守约策略受协同收益、收益系数、共享的有效信息量、节点违约被系统扣除的权益、节点通信成本和潜在风险成本所影响。因此提出,可通过设置合理的激励惩戒及风险应对策略,降低网络信息成本,保障各个节点按照智能合约的既定规则运作,从而优化知识产权数字化交易信任机制。     

我国管理层收购的法律监管应走向何方

管理层收购(又称MBO)是我国国有企业改革中新出现的资产重组形式,对解决我国长期以来的所有者缺位、代理成本、管理效率低下等问题提供一个解决途径。但目前我国法律政策对MBO问题规定不足,导致出现收购主体资格、收购定价、融资渠道、还款能力监督、中小股东以及其他利益相关者保护等方面遭遇障碍。为解决这一系列问题,更好地引导规范MBO使其更好地发挥其经济效用,应从放宽融资渠道、发挥银行的监管作用、发挥信托机构的中介作用、优化公司治理结构、明确管理层责任等角度设计我国MBO法律监管机制。     

浅析《行政许可法》中的信赖保护原则

我国《行政许可法》作为世界首创专门而统一的立法体例，有诸多创新，但在信赖保护原则及相关规定上存在问题：行政补偿方面缺少标准和程序的规定，没有体现违法行政许可决定原则上不得撤销理念和限制撤销行使的时间；对行政相对人的信赖利益采用不完全财产保护而没有完全确立起信赖利益保护的途径。     

基于评价的P2P网络信任模型研究

P2P网络的信任研究关系到P2P网络的安全。本文在对信任关系研究的基础上提出了一种基于价的P2P网络信任模型,构建了基于评价的信任网络,给出了信任度的计算方法。并通过实验数据验证了该网络模型的安全性。