Fluidity and the customer experience in digital platform ecosystems     

《International Journal of Information Management》2023

Fluidity is the ability of a digital platform ecosystem to change form to align with changing consumer preferences and stay relevant in the marketplace. This study advances that three dimensions and their five sub-dimensions determine the fluidity of a digital platform ecosystem. They are the (1) functional dimension with its two subdimensions of platform openness and platform quality (i.e., user-friendliness and quality of service offerings); (2) the mechanical dimension which consists mainly of platform design; and (3) the humanistic dimension with the sub-dimensions of network effects and network interactivity. This study advances that firms can manage these dimensions to improve the fluidity of their platforms. Furthermore, we propose that improved fluidity enhances the customer experience and increases switching costs.  相似文献   

The double-edged effects of data privacy practices on customer responses     

《International Journal of Information Management》2023

Requesting personal information in frontline service encounters raises privacy concerns among customers. The proximity contact tracing that occurred during the COVID-19 pandemic provides an intriguing context of information requests. Hospitality venues required contact tracing details from customers, and customer cooperation varied with concerns about privacy. Drawing on gossip theory, we investigate the roles of businesses’ data privacy practices and government support in driving customers’ responses to contact tracing. Our findings show that perceived transparency of a business’s privacy practices has a positive effect on customers’ commitment to the business, while perceived control exerts a negative effect on commitment. These effects are mediated by customers’ information falsification rather than disclosure, because the former is a sensitive behavioral indicator of privacy concerns. The results also reveal the moderating roles of government support. This research contributes to the customer data privacy literature by demonstrating the distinct effects of perceived transparency and control on commitment and revealing the underlying mechanism. Moreover, the research extends the conceptual understanding of privacy practices from online contexts to face-to-face contexts of frontline service. The findings offer implications for the management of customer data privacy.  相似文献   

Consumer experience quality: A review and extension of the sport management literature     

《Sport Management Review》2017,20(5):427-442

Over the last two decades, the number of studies examining the roles of the core sport product, ancillary services, social interactions among consumers, and relationship marketing programs in the sport context has grown. However, it is also true that these topics have been advanced in many independent research endeavors depending on the touch points (e.g., sport, service, social, and communication encounters) being assessed. To integrate this body of research with sport consumer behavior, the purpose of this conceptual paper, which represents a contribution to the 20th anniversary of Sport Management Review (SMR), is to introduce the construct of consumer experience quality as consisting of four important dimensions – core product, service, social network, and relationship investment quality – into the sport management literature. In order to explain the utility of the proposed construct in the sport context, this article presents an integrative conceptual framework that draws on multiple theories and bodies of literature. A series of propositions are offered to not only understand the role of consumer experience quality in sport consumer decision-making, but also to specify the conditions under which sport consumers are more likely to be satisfied with the core sport product and ancillary services, feel and behave in response to brand-related stimuli, and engage in both transactional and non-transactional behaviors. The paper concludes that future research should be directed at testing the propositions offered in the conceptual framework.  相似文献   

基于客户关系管理的售后服务系统   总被引：1，自引：0，他引：1  

周雨华  王庆国 《安阳师范学院学报》2004,(1):31-35

本文采取案例方法,以某企业为背景,根据CRM理论,分析了单件高价值产品制造与营销企业现行售后服务业务流程以及存在的问题,定义了符合CRM要求的营销生物链,建立了支持企业营销生物链的售后服务信息模型,分析了其资源库,从运作层和知识服务层分析了系统功能,设计了主题树,最后给出了应用实例.  相似文献   

基于顾客资产管理能力的竞争优势研究     

贾军 《山东电大学报》2007,17(3):42-44

由于企业的经营活动受到了更多外部环境的影响，简单依赖内部专有资源提升企业核心竞争力的做法受到了冲击和挑战。从外部环境与内部资源的结合点——顾客资产入手，提出了将顾客资产管理能力作为企业核心竞争力，分析了如何提升顾客资产管理能力来获取企业的竞争优势。  相似文献   

Korean Adoptees’ Discursive Construction of Birth Family and Adoptive Family Identity Through Names and Labels     

Sara Docan-Morgan 《Communication quarterly》2017,65(5):523-548

Framed by a social constructionist approach to language, this study explored Korean adoptees’ naming and labeling practices for members of their birth family and the motives underlying these choices. In-depth interviews were conducted with 19 Korean adoptees who had reunited with at least one member of their birth family. Participants discussed how they addressed (named) and referred to (labeled) members of their birth family, and explained why these names and labels were used. Most participants used Korean terms of address (e.g., ??: omma for mother, ??: appa for father) to address members of their birth family. Other participants used labels from their own “native” (i.e., their adopted country’s) language, avoided addressing their birth parents, or, occasionally, used their birth parent’s first name. Participants tended to refer to their birth families as their birth/biological family, or Korean family; however, some participants stated that their terms of reference depended on context. Participants’ naming choices reflected three main motives: an appeal to family identity (relative closeness to their birth or adoptive family), an appeal to outsiders (to protect the feelings of their adoptive family), and an appeal to pragmatism (for clarity). Theoretical and practical implications are discussed.  相似文献   

Relational Maintenance Behavior and Shared TV Viewing as Mediators of the Association Between Romanticism and Romantic Relationship Quality     

Andrew M. Ledbetter 《Communication Studies》2017,68(1):95-114

Nearly a century of research has demonstrated a positive association between romanticism—a relationship-type schema that emphasizes idealistic and positive experiences in romantic relationships—and quality of romantic relationships. This investigation examined whether relational maintenance behavior and shared TV viewing mediate that association. The sample contained 202 participants, including college students and older adults. Results demonstrated that relational maintenance behavior mediated the association between romanticism and relationship quality, but shared TV viewing did not. Nevertheless, shared TV viewing independently and positively predicted variance in relationship quality. These results both clarify the mechanism by which romanticism may operate and support shared media use as a maintenance behavior that may be meaningful in close relationships.  相似文献   

Golden Handcuffs in the Fortune 1000? An Employee-Organization Relationship Survey of Public Relations Executives and Practitioners in the Largest Companies     

Cary A. Greenwood 《Communication Research Reports》2016,33(3):269-274

This study delivered an employee-organization relationship survey to public relations executives and practitioners in Fortune 1000 companies. Almost two-thirds (64.3%) were the top-ranking public relations executives in their organizations, and most (79.2%) were paid $100,000 or more. Respondents had significantly higher scores on a majority (66.7%) of relationship outcome measures than did Millennials who worked for public relations agencies. The researcher found a statistically significant difference between salary categories at or above $100,000 and those below $100,000 on the combined dependent variables of trust, control mutuality, commitment, and satisfaction using a one-way between-groups multivariate analysis of variance: F(1, 50) = 4.586, p = .003; Wilks’ Lambda = .71; partial η² = .29. Results may be explained by age and workplace variables and/or the higher compensation and benefits embodied in the concept of the Golden Handcuffs. Results also suggest that relationship-type scales are not reliable.  相似文献   

Exploring Pedagogical and Emotional Response in Higher Education Classrooms During the Boston Marathon Bombing Crisis     

Angela M. Hosek 《Qualitative Research Reports in Communication》2016,17(1):68-76

Using qualitative interviews, the study explored pedagogy and emotional responses of undergraduate and graduate teaching faculty during and after the Boston Marathon bombing crisis. The study interviewed nine undergraduate and graduate faculty members who were teaching across six Boston area universities and colleges when the Boston Marathon crisis occurred. Results found instructors felt a responsibility to emotionally respond to students during the crisis by acknowledging the crisis and highlighting resources in the classroom. The study further found that instructors often maintain curricular structure and invoke the crisis as a teaching tool to manage the classroom dynamic post-crisis. Limitations, directions for future research, and practical applications are discussed.  相似文献   

浅议ERP的由来、扩展及其在网络时代的发展趋势     

孟继申 《辽宁科技学院学报》2002,4(1):26-28

主要介绍作为现代集成制造系统CIMS的核心组成部分-ERP分系统的由来、特性，及其在当今网络时代所出现的新的技术动态和发展趋势。  相似文献