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2012 International Joint Conference on Service Sciences最新文献

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Do Ordinary Clients Care Privileged Services VIP Clients Hold ? Envy and Its Effects on Brand Relationships 普通客户是否在意贵宾客户的特权服务？羡慕及其对品牌关系的影响
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.41
Changbao Lu, Y. Lin
{"title":"Do Ordinary Clients Care Privileged Services VIP Clients Hold ? Envy and Its Effects on Brand Relationships","authors":"Changbao Lu, Y. Lin","doi":"10.1109/IJCSS.2012.41","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.41","url":null,"abstract":"To treat the important clients as VIP clients is a common marketing strategy designed with connotation of discriminations in service industry. Privileged services of VIP clients might make ordinary clients feel envy, and such envy might lead to dissolution of brand relationship of ordinary clients who consist of 80% of clients. In this paper, VIP passage and VIP priority were chosen as the main forms of privileged services, and status and expenditure were chosen as the main identification criteria of VIP clients. Then, this paper chose China Mobile and China Unicom as research objects representing different brand stature, and launched a 2 (VIP passage, VIP priority) ×2 (status, expenditure) ×2 (higher stature, lower stature) psychological experiment, so as to examine the degrees of envy incurred by privileged services in different conditions, and envy effects on brand relationships. The results of experiment on service forms suggest that VIP priority will incur a stronger feeling of envy for the reason that it is concerned with benefits of ordinary clients directly. The results of experiment on identification criteria indicate that status criterion will incur a higher inclination to the feeling of envy. The results of experiment indicate that brand stature is an important moderating variable to ordinary clients' envy. The experiment about service forms suggests that envy incurred by VIP priority will lead to a higher inclination to dissolution of brand relationships. The experiment about identification criteria suggests that if a criterion is relevant with clients themselves and can't be easily reached, the criterion will incur envy effects and will be not good for maintenance of brand relationships.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"52 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126958749","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Studies on the Relationship between Social Cues in the Servicescape and Customer Behavioral Intention 服务逃避中的社会线索与顾客行为意向的关系研究
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.56
Man Li, Q. Ma, Xiaoyu Zhao, Ruping Liu
{"title":"Studies on the Relationship between Social Cues in the Servicescape and Customer Behavioral Intention","authors":"Man Li, Q. Ma, Xiaoyu Zhao, Ruping Liu","doi":"10.1109/IJCSS.2012.56","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.56","url":null,"abstract":"As an important component of service environment, services cape has a significant influence in the customer's service experience. Former researches on services cape always focus on the effect and influence of physical cues. As the rational consumption demand transfers to emotional, the impact of social cues is more and more important. There are still many deficiencies in the research of the mechanism of social cues in the services cape, which is still in the exploratory stage. This paper put forward physical tape of social cues innovatively to improve the connotation of social cues. This study introduces scene impression as a mediating variable to discuss how the consciousness and impressions (memory) stage in the mechanism of social cues influence self-congruence, trust, sense of belonging, emotion and perceived service quality, thereby affect the final behavioral intention. The results can help service enterprises make full use of controllable variables such as social cues in the services cape to strengthen management, so as to provide the beneficial reference of promoting business performance and strengthening the core competitiveness.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129617762","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 3
A Longitudinal Investigation of the Impact of Customization-Related Service Attributes on Customer Satisfaction and Profitability 定制相关服务属性对顾客满意度和盈利能力影响的纵向调查
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.38
Jun Ye, Beibei Dong
{"title":"A Longitudinal Investigation of the Impact of Customization-Related Service Attributes on Customer Satisfaction and Profitability","authors":"Jun Ye, Beibei Dong","doi":"10.1109/IJCSS.2012.38","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.38","url":null,"abstract":"In this era of increasing competition and financial crunch, service organizations are facing great pressure of cutting operating cost. Downsizing service employees is a widely used coping strategy. At service attribute level, a direct effect of downsizing is the reduced performance of the service attributes that are dependent on service personnel. However it is unknown whether this is a sustainable strategy, as current literature provides competing explanations about the effects of service attributes on customer satisfaction and no work has been done to directly investigate the effect on profitability. Using 24 quarters of archival customer satisfaction data and financial data from 25 SBUs in a large healthcare organization, this study aims to empirically examine the long-term impact of service attributes on customer satisfaction and profitability. Our initial findings indicate that although under-investing does bring immediate cost benefits, it generated mixed impact on a SBU's long term customer satisfaction and profitability.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"72 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129875818","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Evolution of Specialized Department for Service Innovation: A Case Study of Ctrip 服务创新专业部门的演变——以携程为例
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.21
You Suchuan, M. Yu, X. Ming
{"title":"Evolution of Specialized Department for Service Innovation: A Case Study of Ctrip","authors":"You Suchuan, M. Yu, X. Ming","doi":"10.1109/IJCSS.2012.21","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.21","url":null,"abstract":"In recent years, some developed service enterprises in China has established specialized R&D or management departments for service innovation, effectively managed service innovation activities. This article summaries the evolution of Ctrip's specialized department of service innovation, by reviewing its evolution process, discussing its responsibilities in mode innovation, process innovation and service product innovation, finally exploring its promotion approach. The experience of Ctrip's specialized department of service innovation is of great value for other service enterprises. This article provides some theoretical and practical methods for enterprises about how to promote service innovation effectively.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"142 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124544766","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Determining Loyal Customer Based on the Perspective of Profitability 基于盈利能力视角的忠诚顾客确定
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.31
Depeng Zhang, Shaoxia Chen, Junhong He
{"title":"Determining Loyal Customer Based on the Perspective of Profitability","authors":"Depeng Zhang, Shaoxia Chen, Junhong He","doi":"10.1109/IJCSS.2012.31","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.31","url":null,"abstract":"The paper analyses the structure of customer lifetime value with adding the innovative value. CLV is devised into four parts which are current value, potential value, networks value and innovative value. Based on the four parts, we propose the CLV model, and explore its validation by empirical analysis.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"109 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124760972","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
The Impacts of Employees' Emotions on Service Responsibility Attribution When Customers Participate in Services 顾客参与服务时员工情绪对服务责任归因的影响
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.51
Y. Du, Lijin Qiu, Yunhui Huang
{"title":"The Impacts of Employees' Emotions on Service Responsibility Attribution When Customers Participate in Services","authors":"Y. Du, Lijin Qiu, Yunhui Huang","doi":"10.1109/IJCSS.2012.51","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.51","url":null,"abstract":"The existence of self-serving bias in the customers' responsibility attribution of service outcomes in which they participate has never been empirically tested. As an important branch in service management, extant research on emotion management of service employees mainly draws on the theory of emotional contagion, but goes silent on how service employee's emotions affect customers' cognitive judgments. In an attempt to fill these two gaps, the current study sheds light on how customers' responsibility attribution of service outcomes depends on service employee's emotion displays and analyzes the moderating effects of two personality traits - need for cognition and need for affect on service responsibility attribution.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129624343","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 1
A Context-Aware Services Development Model 上下文感知的服务开发模型
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.35
Weijie Chu, Mo Tong, Cui Jie, Wang Yuan, Jingmin Xu, Weiping Li, Huiping Lin
{"title":"A Context-Aware Services Development Model","authors":"Weijie Chu, Mo Tong, Cui Jie, Wang Yuan, Jingmin Xu, Weiping Li, Huiping Lin","doi":"10.1109/IJCSS.2012.35","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.35","url":null,"abstract":"Currently the context models focus more on the expression ability rather on the automatic deployment and execution capability. Also a context aware platform is required to support the modeling and automatic deployment and execution of the context aware system. This paper aims to build an executable context model and define the architecture of the context aware system as well. Firstly a context-aware services development model is proposed. And then the architecture of the context-aware system is defined. The lifecycle of such system includes two phase, namely design phase and running phase. In service design phase, the development model can describe user's context, situation, and services' configuration information. While in running phase, the execution engine can build the instances of a model and navigating the execution of the model, namely, receive the context changing events, manage the user's Scene transitions and invoke the context-aware services according to the scene's configuration. In addition the model is exemplified with an elder health monitoring model.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"137 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123138078","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 7
Study of Customer Productivity Using Technology-Based Self-Service Options 使用基于技术的自助服务选项的客户生产力研究
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.66
Zhigang Weng, D. Liu, Daqi Zhao
{"title":"Study of Customer Productivity Using Technology-Based Self-Service Options","authors":"Zhigang Weng, D. Liu, Daqi Zhao","doi":"10.1109/IJCSS.2012.66","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.66","url":null,"abstract":"The acceptance of technology-based self-service will realize substitution from capital to labor, most of the companies are the provider of service, and then, customer plays a key role in service. Traditional measures of productivity only refer to \"provider-induced productivity\" within these service settings, but they no longer consider customer as a factor of production. This study will build a new perspective of customer productivity. We think input of customer productivity includes customer input and enterprise input. Both influence customers'+ functional and experiential output together. This study tests the impact between input and output by SEM.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121845454","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 3
A Brand Crisis Prevention Model Guided by the Interaction Orientation 互动导向下的品牌危机预防模型
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.23
Wei Haiying, Yang Guoliang
{"title":"A Brand Crisis Prevention Model Guided by the Interaction Orientation","authors":"Wei Haiying, Yang Guoliang","doi":"10.1109/IJCSS.2012.23","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.23","url":null,"abstract":"How to prevent brand crisis in present interactive environment? From a social psychological perspective, this paper argues that firms should consider how to launch the dialogue and interaction with customers at a strategic level, for enhancing their brand trust, mobilizing the masses of customers to participate in crisis-prevention works. Therefore, this paper introduces an important concept: interaction orientation, which is different from the customer orientation, and constructs the model of \"interaction orientation ¡ú interaction quality ¡ú brand trust ¡ú crisis perception\". Empirical studies have found that interaction orientation help firms improve interaction qualities. By training the employees' expertise and problem-solving abilities, firms can increase the customers' brand trust, which can prevent the spreading of the crisis incentives and reduce the crisis' negative impacts.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"36 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124980462","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 1
Using Bayesian Dominance Hierarchies to Determine Predictor Importance in Service Research Predictive Studies 利用贝叶斯优势层次来确定服务研究预测因子的重要性
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.68
Xiaoyin Wang, P. Duverger, H. Bansal
{"title":"Using Bayesian Dominance Hierarchies to Determine Predictor Importance in Service Research Predictive Studies","authors":"Xiaoyin Wang, P. Duverger, H. Bansal","doi":"10.1109/IJCSS.2012.68","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.68","url":null,"abstract":"Empirical results in business research derived from multiple linear regression models are often susceptible to issues of dimensionality and multicollinearity. We extend the current research practices for addressing multicollinearity by introducing an original method, Bayesian Dominance Hierarchy (BDH) to determine the relative importance of predictors in a multiple regression context.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134158775","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
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