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Chung-Tzer LiuAuthor Vitae Yi Maggie GuoAuthor Vitae Chia-Hui LeeAuthor Vitae 《International Journal of Information Management》2011,31(1):71-79
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. 相似文献
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《International Journal of Information Management》2017,37(3):214-228
Service failure apologies on social media are a new crisis communication outlet trend used by companies to apologise to affected customers quickly and offer solutions, ultimately to restore customers' trust and brand loyalty. This paper contributes to the nascent literature on companies' social media service failure apologies and fills a gap in the social commerce literature by recognising that due to the open and public nature of social media, these apologies may reach not just affected customers, but also unintended audiences such as potential customers among the general public, which could potentially damage a company's reputation and market share. An online survey administered to 241 customers and 271 non-customers of a famous mobile phone brand, which used YouTube to apologise to its customers for a service failure incident, is used to explore potential behavioural outcomes, after exposure to the apology. Findings confirm that both customers and non-customers of the service provider may become exposed to a social media service failure apology. The hypothesised model predicts behavioural intentions to remain a customer after exposure to the social media service apology better than behavioural intentions to become a customer, even though relationships hold for both groups. Theoretical and managerial implications are discussed. 相似文献
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基于服务使用模式,电信服务提供商将他们的客户分成基本服务、电子服务、附加服务和全方位服务4类,则--l-r：z根据人口统计数据来预测组成员,为电信潜在客户推荐相应的套餐方案。使用多项式logistic回归进行类别的判定训练,通过比对样本中客户类别的实际观察值,统计获得多种协变量下各类客户的判定准确率,记录用于较高判定准确率的字段,用于考察潜在客户所对应的类别。实验结果表明i用户的受教育水平、在职年期、定居年期和家庭成员人数对附加服务类和全方位服务类的判定准确率较高,可作为判定潜在用户类别的有效特征字段。 相似文献
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本论文分析了在当前移动网络时代,作为高校图书馆主体的大学生的阅读行为习惯和特点,研究了其在网络阅读、电子阅读和手机阅读等新一代阅读方式环境下,对移动图书馆提高电子资源质量、做好读者服务的意义,以期对移动图书馆的建设,尤其是在读者定位及个性化服务方面提供相关借鉴和参考。 相似文献
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基于服务化和商业模式理论,构建服务化战略、商业模式创新及企业绩效三者之间的理论模型。以我国236家实施服务化转型的制造企业为样本,进行实证检验。研究结果表明：产品导向的服务化战略对企业绩效具有显著的正向影响,客户导向的服务化战略对企业绩效的影响则呈U型曲线关系;商业模式创新在服务化战略影响企业绩效关系中起部分中介作用。研究从商业模式创新视角揭示了服务化战略对企业绩效的影响路径,拓展了服务化战略与企业绩效的关系理论,并对实施服务化战略的制造企业通过商业模式创新来提升企业绩效提供了理论指导。 相似文献
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如何破解服务化战略的悖论，成功实施服务化战略是学者和业界人士所共同关注的。借助于大样本调查以及我们对于中国化工行业的观察，本文从买卖双方的视角重点研究了不同类型的服务化战略与感知价值之间的关系，还探索了客户参与对服务化过程的影响。统计检验的结果表明，两类服务都可以为买方带来感知经济价值和感知技术/核心价值，但感知关系/支持价值只有当客户采购基于信息技术的集成服务且通过经济价值和技术价值的中介作用获得。研究结果还表明，客户参与在基于信息技术的集成服务与客户感知技术/核心价值之间的关系中起调节作用。本文的研究的对于探索服务化战略如何匹配客户感知价值，特别是关系价值的建立以及如何管理客户参与具有重要意义。 相似文献
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论高校图书馆手机阅读服务 总被引：13，自引：0，他引：13
随着移动互联网的迅速发展,手机阅读正成为阅读的新潮流.作为传统的信息服务机构,图书馆有必要顺应形势开展对手机阅读的研究.适时地为读者提供手机阅读服务.大学生在手机阅读的读者中所占比例较高.高校图书馆着手研究和开发手机阅读服务颇有现实意义.高校图书馆要做好手机阅读服务.需加强对手机阅读的理论研究.及时调查、准确把握大学生的手机阅读需求.开发丰富的内容资源和先进的技术平台,提供良好的阅读体验. 相似文献
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《International Journal of Information Management》2017,37(6):673-683
With the rapid development of information technology, customers not only shop online—they also post reviews on social media. This user-generated content (UGC) can be useful to understand customers’ shopping experiences and influence future customers’ purchase intentions. Therefore, business intelligence and analytics are increasingly being advocated as a way to analyze customers’ UGC in social media and support firms’ marketing activities. However, because of its open structure, UGC such as customer reviews can be difficult to analyze, and firms find it challenging to harness UGC. To fill this gap, this study aims to examine customer satisfaction and dissatisfaction toward attributes of hotel products and services based on online customer textual reviews. Using a text mining approach, latent semantic analysis (LSA), we identify the key attributes driving customer satisfaction and dissatisfaction toward hotel products and service attributes. Additionally, using a regression approach, we examine the effects of travel purposes, hotel types, star level, and editor recommendations on customers’ perceptions of attributes of hotel products and services. This study bridges customer online textual reviews with customers’ perceptions to help business managers better understand customers’ needs through UGC. 相似文献
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Undoubtedly, the change in consumers’ choices and expectations, stemming from the emerging technology and also significant availability of different products and services, created a highly competitive landscape in various customer service sectors, including the financial industry. Accordingly, the Canadian banking industry has also become highly competitive due to the threats and disruptions caused by not only direct competitors, but also new entrants to the market.The primary objective of this paper is to construct a predictive churn model by utilizing big data, including the structured archival data, integrated with unstructured data from sources such as online web pages, the number of website visits and phone conversation logs, for the first time in the financial industry. It also examines the effect of different aspects of customers’ behavior on churning decisions. The Datameer big data analytics tool on the Hadoop platform and predictive techniques using the SAS business intelligence system were applied to study the client retirement journey path and to create a churn prediction model. By deploying the above systems, we were able to uncover a wealth of data and information associated with over 3 million customers’ records within the retiree segment of the target bank, from 2011 to 2015. 相似文献
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Web 2.0 changed everyday life in many aspects, including the whole system that orbits around the purchase of products and services. This revolution necessarily involved also companies, because customers became increasingly demanding. The diffusion of social media platforms pushed customers to prefer this channel for quickly obtaining information and feedback about what they want to buy, as well as for asking help after the selling. In this framework, many organisations adopted a new way of providing assistance known as social customer care. A direct link to companies allows customers to obtain real-time solutions. In this paper, we introduce a new strategy for automatically managing the information listed in the requests that customers send to the social media accounts of companies. Our proposal relies on the use of network techniques for extracting high-level structures from texts, highlighting the different concepts expressed into the customers’ written requests. The texts can be then organised on the basis of this new emerging information. An application to the requests sent to the AppleSupport service on Twitter shows the effectiveness of the strategy. 相似文献
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以110所211高校图书馆为调查对象,探讨了我国高校图书馆移动信息服务的现状。调查发现,移动信息服务已经被越来越多的高校图书馆应用,110家图书馆中已经有56.4%图书馆开通移动服务;目前WAP和短信服务仍然是移动信息服务的主要方式,但是近两年移动图书馆客户端服务发展较快,在开通移动信息服务的图书馆中有66.1%的图书馆已经采用客户端的方式提供服务;图书馆使用商用软件作为移动图书馆系统已成为主流,使用自行开发移动信息服务系统的图书馆已成为少数;与早期的移动服务大都针对OPAC系统的服务相比,近年针对电子资源的服务逐渐增多;图书馆移动服务整合揭示及推广有待于更好地改进和完善。 相似文献
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《Information processing & management》2022,59(3):102922
A catchment is a geographical area from which a business, service or organisation attracts its customers. A catchment area is a common way to ensure equal access to services such as hospitals, schools, libraries, ambulances, fire brigades, and shopping centres. Users will usually go to the service provider which is closest to their location instead of going further afield. In a time-sensitive environment where travelling time is limited, an incorrect decision might lead to serious consequences. In ambulance management, an incorrect dispatch that causes a unit late to arrive may lead to life and death situation. In this paper, we propose a Computational Geometry-based approach in determining catchment area, named Time Travel Voronoi Diagram (TTVD), not only by calculating the geographical location as used in most earlier work, but also through predicting the time travel to destination. This method can be used as a predictive analytic tool to support emergency dispatching, such as ambulance services. We utilise road features and the associated speed restrictions from crowdsource map platform in our prediction. Our simulation shows that a realistic catchment can be predicted using time-based distance with road features. 相似文献
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QoS(Qouality of Service)用于衡量一个服务在网络中使用的服务质量。随着计算机网络和业务的不断扩展,网络中的新型业务和应用如视频会议、FTP文件服务、电话会议对网络资源都有更高的要求,如何满足一个网络中不同业务的资源要求成为一个有待急需解决的问题。这就催生网络QoS服务业务的快速发展。 相似文献
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近年来随着移动互联网的蓬勃发展,人们的阅读习惯也随之发生改变,移动阅读成为了一种越来越彰显其主流性的新型阅读方式。也因此,高校图书馆的移动服务应运而生。采用文献计量分析法对CNKI收录的19种图书情报核心期刊中包含"移动"或"手机"(主题或关键词)的研究文献进行可视化分析,了解到国内以手机移动图书馆、移动图书馆、移动图书馆服务为主要研究内容的图书馆移动服务理论研究热度正逐年递增。总结出国内高校图书馆移动服务发展过程和目前的发展现状,发现国内高校图书馆移动服务发展趋势,指出不足之处,以期推动移动服务在国内高校中的发展。 相似文献
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《International Journal of Information Management》2003,23(5):381-394
Cell phone usage has grown phenomenally in Africa, and particularly in South Africa where initial growth forecasts have been greatly exceeded. This technology therefore provides opportunities for services such as banking to reach critical mass. All major retail banks in South Africa provide cell phone banking, but very few customers actually use it. This study examines the factors that influence the adoption of cell phone banking in South Africa, as a means of understanding how to possibly increase the rate of adoption. A framework developed in Singapore identifying factors influencing the adoption of Internet banking was used as a basis, and amended to assess cell phone banking. Factors identified as influences included relative advantage, trialability, and consumer banking needs, with perceived risk having a major negative influence. 相似文献
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领先用户在线参与新产品开发的动机研究 总被引：2，自引：0，他引：2
新产品开发与改进需要客户的参与,而领先用户是最适宜的客户.在文献研究的基础上,综合以往对客户参与的动机研究,提出了领先用户参与新产品开发的9个动机的假设.然后结合这些研究开发了量表对国内某智能手机厂商的产品开发论坛中的领先用户进行问卷调查.用因子分析方法对问卷进行分析.研究表明影响最大的是独特性产品需求和认知动机两个动机,其次,是利益动机与产品生产控制动机.而交往动机与网络沉浸动机则不明显. 相似文献
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Mobile information services have revolutionized business models and service delivery methods by facilitating consumer access to information and order placement via mobile apps. In developed markets, mobile banking (m-banking) and mobile payment (m-payment) applications have replaced text-based mobile services. However, extant research has not addressed these mobile financial services apps (MFSAs) adequately from the perspective of consumer behavior. Thus, the present study developed and tested a series of hypotheses related to the antecedents of perceived value of MFSA use; it also examined how such use affects the development of customers’ overall relationships with banks. Our hypotheses were tested using two samples (N = 992; N = 524) comprising different types of MFSA end-users in one of the leading countries in digital banking, Finland. The results supported most of the hypotheses and revealed that self-congruence and new product novelty are the principal drivers of perceived MFSA value. In addition, the findings show that the perceived value of MFSAs yields strong positive effects on customers’ overall satisfaction and commitment to their bank. The present study’s key managerial implication is that banks’ investments in developing MFSAs result in improved relationships with customers and increased business. 相似文献
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本文通过文献调研,从手机阅读基础理论研究、相关技术研究、手机阅读市场研究、图书馆手机阅读服务以及用户研究等5个方面对我国手机阅读研究现状进行了述评。指出各学者对手机阅读的基础理论已经基本达成共识,而其他4个方面尚有不少问题有待进一步的深入研究。 相似文献