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Based on leader character-based and relationship-based perspectives, this paper explores the mechanisms that how team leader could inspire front-line employee's trust and service performance. Using 280 paired samples from 11 service teams, we found that team leader could enhance team member's service performance by leader honesty (character-based perspective) and leader-member exchange (relationship-based...
With the progress and development of the global economy, businesses increasingly fierce competitions among the human resources have become the competition's Holy Grail. More and more studies show that employee engagement and business performance of their employees have a positive impact, and access to business performance and solve a brain drain of an effective management tool, especially in knowledge-based...
With the rapid development of world's information service industry, e-commerce has become the central focus for many international companies and transnational enterprises across the world. China's e-commerce has already turned into one of major forms of expanding business activities in today's rapid development. Using e-commerce enterprises can not only reduce transaction cost and raise transactional...
By analyzing Positive Psychology's connotation and its important role in the enterprise employee management, combined with problems that exits in the enterprise employee management, to propose an effective way that using Positive Psychology to improve enterprise employee management.
Service failure is determined by the characteristics of the service, so it is inevitable. This paper discusses customer buying behavior that it based on the intention of the customer service response pattern, response forms, response to the cause of complaints (or do not complain) after service failure, which discusses the formation mechanism of the customer "Second satisfaction ", and the...
Abstract Brand culture is the core of a brand. This paper introduces the brand culture, elements of brand culture, and the importance of the brand culture and explains the seven advantages of using brand culture to develop the market: guiding function, cohesion function, excitation function, constraint function, radiation function, promoting function and coordination function, which include the main...
This paper takes on online shopping environment into account, combs the relationship between customer trust and customer purchase intention based on existing literature, and discusses how to enhance customer purchase intention through the increase of customer trust.
In Recent years, need theories encountered many questions when applied in various cultures. The article discusses the reasons why so many questions arises, the cultural effects on human needs, and the approaches to apply need theories in various cultures.
With the development of economy and the improvement of people's living standard, the demand for real estate will rising. And people have new requirements to its function, style and configuration. Objectively, its make the real estate market change by seller's market into buyer's market. In order to adapt to the formation of real estate buyer's market, the developers need to introduce integrated marketing...
The new production development of mechanical equipment is the objective requirement for validity and reliability. The company must promote production competition and empolder new production for development. The new equipment refers to three important taches which are engineering technology innovation, model design innovation and management mode innovation. This paragraph discusses the function of...
Performance management is to manage employees' behavior and the output through regular performance evaluation, in order to do objective, fair and comprehensive evaluation for employees' behavior and output. Lacking of unified standard for talents, it can increase a lot of difficulties for skills selection and performance management in property management industry. In this study, we designed the skills...
Researchers believe that Employer branding may be the most powerful tool a business can use to emotionally engage employees, maintain and retain the talented. It is essential to accurately measure whether the organization's values, systems, policies and behaviors work towards the objectives of attracting, motivating and retaining current and potential employees. This paper envisages examining empirically...
In service industry, customers wait for being served if the service rate is lower than arrival rate of customers. Such a waiting phenomenon is a common situation but costs a lot in the service industry. Partial customers might be angry for a long waiting. This waiting experience means the poor quality. If the customer's waiting behaviors can turn to be the knowledge, it is a marketing chance for the...
In this paper canonical correlation analysis method is used to analyze the relationship between customer satisfaction and customer loyalty, for which data is collected from 2717 customers of bank in 13 Jiangsu cities. Highlights of the findings include that customer satisfaction have a positive significant effect on customer loyalty in the banking service industry, especially with the income improving,...
Based on literature review, the authors proposed a conceptual model about the relationships among four service fairness (Distributive fairness, Procedural fairness, Interactional fairness, and Informational fairness), customer psychological empowerment and customer attitude including customer trust, customer satisfaction and customer citizenship behavior. We collected data from a bank in Guangzhou...
Recently, employee engagement has become a hot topic in both practice and theory. However, there is little study on hotel employee engagement. As is known, the leadership is a very important factor to staff motivation; but what had happened in leader-member interaction. The purpose of this study was to analysis based on the theory of psychological capital and leader-number exchange (LMX), and then...
Consumers often miss out on a purchase even though the product can meet their demands. How to call back consumers missing a purchase is of great practical significance. Information service is an important method to communicate with consumers. This paper aims to study whether we can make use of information service to promote consumers who delayed purchase last time to increase purchase intent next...
Literature on the ideology-infused psychological contract has arose over the last few years to be one of forefront issue in psychological contract domain. This paper addresses the central problems presently confronting the theoretical side of ideology-infused contract, including its content, fulfillment, and cause and consequence variables. In seeking to in-depth understanding and studying the ideology-infused...
This paper explores the effects of customer to customer interaction (CCI) on service company-customer relationship quality, examines the path of the above effect, and establishes a conceptual model, which suggests that service companies can follow the path to improve CCI to improve the company-customer relationship quality.
Attribute performance is critical for achieving higher customer recovery satisfaction. Previous studies show an asymmetric impact of attribute performance on satisfaction, however, without consideration of customer's psychological impacts. Such ignorance may mislead the research results and deviate the effectiveness of implementation. The purpose of this study is to extend traditional attribute-satisfaction...
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