企业声誉在电子商务消费者信任建立过程的作用机制

声誉是企业的一项重要无形资产,能够增进企业对消费者的吸引力。本文从消费者视野探索企业声誉在电子商务消费者信任建立过程的作用机制。将感知的安全性引入技术接受模型,建立了理论模型及假设,并应用结构方程模型分析软件进行了检验。结果表明,企业声誉通过消费者感知的安全性、有用性和易用性正向影响消费者信任,消费者感知的安全性、易用性也通过感知的有用性影响消费者信任。     

基于特定群体的移动商务消费者信任影响因素分析

消费者信任是影响移动商务发展的关键因素,针对国内移动商务发展的现状,构建了以高校大学生为研究对象的移动商务消费者信任影响因素模型,模型包括消费者个人、产品、移动商家、移动技术、网站媒介以及制度保障6个方面的内容,并据此设计了网络调查问卷,累计收集了219份有效数据.实证分析表明:对高校大学生而言,移动终端设备的易用性是影响消费者信任最关键的因素,其次是消费者对移动互联网和移动商家的熟悉程度,第三是移动商务产品的价格差异;最后根据数据分析结果提出了改善移动商务消费者信任的建议.     

基亍PLS-SEM模型的加油站客户忠诚度研究

在SERVPERF量表基础上构建了加油站客户忠诚度模型,结合实际调研数据运用PLS-SEM模型测度了各类因素对加油站客户忠诚度的影响。结果表明:从测量模型来看,客户选择加油站时趋向于理性化,对加油站员工的知识水平、服务的及时性提出了更高的要求。从结构模型来看,SERVPERF量表中可靠性、响应性和保证性对加油站总服务质量有着显著的正向影响关系;而与加油站客户满意度有着正向影响因素主要是可靠性、保证性及加油站总服务质量;加油站总服务质量和加油站客户满意度与加油站客户忠诚度均有着显著的正向影响关系,是提高加油站客户忠诚度水平的直接影响因素,而SERVPERF量表中各类正向影响因素则是加油站客户忠诚度的间接影响因素。     

物流信息技术采纳对在线外卖平台消费者订购意愿的影响研究

从用户信息技术采纳视角,基于O2O在线外卖平台物流信息系统特性,分析其对平台用户订购意愿的作用路径.将经典的信息技术接受模型(TAM)与用户信任理论相结合,在外卖平台物流信息质量、点餐系统特点、物流功能模块与消费者个体特征分析的基础上,构建了考虑平台信任因素的在线外卖用户物流技术感知对其订购意愿影响机制模型.研究结果表明:外卖平台点餐系统的物流功能,用户的个体特征均对提升顾客的服务感知有显著影响;而订餐中的物流信息质量虽然能显著影响用户对平台技术感知的有用性,但却对加强消费者技术易用性的感受无明显效果;平台情感信任则正向调节了用户技术接受与其订购意愿间的作用关系.并结合美团和饿了么等平台的实证案例,给出了促成消费者重购行为的对策和建议.     

基于无线传感器网络的可靠性模型及上界

无线传感器网络的技术应用与开发对网络的性能要求越来越高.从保证网络可靠性和服务质量角度考虑无线传感器网络性能参数.给出了保障服务质量的网络可靠性数学模型,由于可靠性计算是NP难问题,进一步研究该网络模型的可靠性上界.通过利用点割集代替极小割的方法提出了可靠性上界的计算公式.仿真结果表明,上界结果对评估网络可靠性精确值的近似效果较好.     

关系感知在银行业顾客忠诚形成中的中介机制研究

以银行业为背景,以顾客关系感知中的满意和信任为中介变量,建立企业形象、转换成本和服务质量三个典型营销要素影响顾客忠诚意向和忠诚行为的概念模型,并进行了实证检验.研究发现:企业形象、服务质量和转换成本会显著影响顾客忠诚行为,其中服务质量影响最大;顾客满意在企业形象和服务质量对顾客忠诚行为的影响中有不完全中介作用;信任在服务质量对顾客忠诚行为的影响中也有不完全中介作用.此外,顾客忠诚意向是营销要素影响顾客忠诚行为的重要中介变量.     

服务管理差距与服务质量差距之间关系模型的研究

在服务质量差距分析模型的基础上,基于服务管理差距和服务质量差距测评体系,运用结构方程建模方法,建立了企业内部服务管理差距与顾客感知服务质量差距之间的关系路径图和关系模型,定量研究了四个服务管理差距对服务质量差距的影响关系、服务管理差距测评指标对相应的四个服务管理差距的影响关系,为顾客感知服务质量差距的测量和评价提供了技术和方法.结合某外语培训学校服务管理实际进行了案例研究,为企业服务质量的诊断和改进提供了科学依据.     

基于SFA和Malmquist方法的公共部门效率区域差异及其决定因素分析

利用测量Malmquist生产率指数的SFA方法和BC(1995)模型,分析了中国省级地方政府公共部门效率区域差异及其决定因素,结果显示,省级公共部门技术效率随时间变化存在持续改进趋势,同时也发现居民受教育水平、城镇居民家庭可支配收入、每一公职人员服务人数和政府支出规模对公共部门技术效率有显著正影响,而人口密度和人均行政管理费支出对公共部门技术效率有显著负影响.     

基于产品创新的企业R＆D联盟形成的博弈分析

针对基于产品创新的企业R＆D联盟形成过程，建立了一个包含信任、企业学习能力和技术溢出率在内的博弈模型，并利用该模型分析了不同状态下企业的最优预期利润，最后得出了不同状态下企业结盟与否的结论。分析结果表明，企业的最优预期利润是信任、企业学习能力、技术溢出率的函数，这些因素对于企业结盟与否有重要影响，最优预期利润的不同导致了关于联盟形成的不同结论。     

P2P电子商务中信任模型研究

为了提高P2P电子交易的安全性,提出了基于模糊理论的信任管理模型.通过类群来初始化信任向量及信任评估,提高了评估效率.通过模糊综合评判方法,较为全面地考察了影响信任的多种因素,使得评估结果更加客观、真实.基于模糊贴近度的概念来实现信任更新,并在推荐因子的更新中融入交易金额和交易时间,客观地反映了信任的动态性和交易的上下文特性.实验仿真及分析表明,与传统方法相比,本方法可以有效地提高评估的可靠性及可用性.     

The determinants of customer interactions with internet-enabled e-banking services

This paper empirically explores the major considerations associated with Internet-enabled e-banking systems and systematically measures the determinants of customer interactions with e-banking services. The results suggest that perceived usefulness, ease of use, security, convenience and responsiveness to service requests significantly explain the variation in customer interactions. Exploratory factor analysis and reliability test indicate that these constructs are relevant and reliable. Confirmatory factor analysis confirms that they possess significant convergent and discriminatory validities. Both perceived usefulness and perceived ease of use have significant impacts on customer interactions with Internet e-banking services. Perceived security, responsiveness and convenience also represent the primary avenues influencing customer interactions. In particular, stringent security control is critical to Internet e-banking operations. Prompt responses to service requests can encourage customers to use Internet e-banking services. The findings have managerial implications for enhancing extant Internet e-banking operations and developing viable Internet e-banking services.     

客户价值研究及其对客户关系管理绩效的影响

客户价值研究是客户关系管理研究中的重要内容，本基于客户视角对客户价值进行分析，提出客户价值应包含五个关键维度：功能价值、社会价值、情感价值、知识价值和感知牺牲。同时建立了客户价值对基于客户行为的客户关系管理(CRM)绩效的影响理论模型并提出相关假设，然后通过实证分析验证该假设，最后讨论了实证结果及其对客户关系管理实践的指导意义。     

Evaluating trust in electronic commerce: a study based on the information provided on merchants’ websites

Lack of trust has been identified as a major problem hampering the growth of Electronic Commerce (EC). It is reported by many studies that a large number of online shoppers abandon their transactions because they do not trust the website when they are asked to provide personal information. To support trust, we developed an information framework model based on research on EC trust. The model is based on the information a consumer expects to find on an EC website and that is shown from the literature to increase his/her trust towards online merchants. An information extraction system is then developed to help the user find this information. In this paper, we present the development of the information extraction system and its evaluation. This is then followed by a study looking at the use of the identified variables on a sample of EC websites.     

基于TAM理论的顾客心理契约形成机理研究——B2C情景下的实证研究

基于TAM理论研究了B2C情景下顾客心理契约的形成机理。通过相关文献评述,提出了B2C情景下顾客心理契约形成机理模型及假设,通过实证分析验证模型及假设。结果表明:感知易用和感知风险对感知有用具有显著的影响作用;感知有用以及感知易用通过顾客价值观/态度对顾客心理契约具有显著的影响;同时,感知风险和感知易用对顾客心理契约具有显著的直接影响作用。研究结论对B2C情景下服务商保持和维护客户关系具有积极作用,为网络商家建立积极地调控干预机制,促进顾客心理契约正效应感知提供参考。     

我国商业银行效率测度及其影响因素分析

本文首先采用DEA方法对1999-2004年我国14家商业银行的技术效率、纯技术效率、规模效率进行了测度,在此基础上利用Panel Data模型对影响我国银行效率的若干因素进行了检验,结果表明自有资本比率和资产费用率对银行效率有显著影响,贷款质量、资产市场份额与银行效率值之间呈现较弱的相关关系,产权结构多元化有利于提高银行效率.     

Interval Methods for Model Qualification: Methodology and Advanced Application

An actual model in simulation (e.g. in chemistry) or control (e.g. in robotics) is often too complex to use, and sometimes impossible to obtain. To handle a system in practice, a simplification of the real model is often necessary. This simplification goes through some hypotheses made on the system or the modeling approach. These hypotheses are rarely verified whereas they could lead to an inadmissible model, over approximated for its use. In this paper, we propose a method that qualifies the simplification validity for all models that can be expressed by real-valued variables involved in closed-form relations and depending on parameters. We based our approach on a verification of a quality threshold on the hypothesis relevance. This method, based on interval analysis, checks the acceptance of the hypothesis in a full range of the whole model space, and gives bounds on the quality threshold and on the model parameters. Our approach is experimentally validated on a robotic application.     

A DEMATEL method to evaluate the causal relations among the criteria in auto spare parts industry

A case study of applying decision-making trial and evaluating laboratory (DEMATEL) method in auto spare parts industry in Taiwan is illustrated. This method not only evaluates the importance of dimensions/criteria but also depicts the causal relations among those dimensions/criteria without requiring the assumption that the dimensions/criteria are mutually independent. By observing the causal diagrams, technological capability, service, and organization are the three critical dimensions. Moreover, percent of research and development of technological capability dimension, flexibility and responsiveness of service dimension, and geographical location of organization dimension are the three essential criteria among thirty criteria. For local auto parts makers, technological capability, service, and organization are net causes and have positive impacts on quality, production, price, and delivery in order to continuously improve the overall suppliers’ performance. Moreover, the suppliers need to pay much attention to percent of research and development, flexibility and responsiveness, and geographical location among thirty criteria to improve their performance.     

Mimetic trust and intra‐organizational network dynamics

Dynamic network models based on the homophily principle are criticized for neglecting organizational context conditions and the impact of role structures on the evolution of intra‐organizational trust networks. Using a neo‐institutional framework it is argued that individuals in competitive environments will attempt to reduce uncertainty about the trustworthiness of potential trustees by imitating the sociometric choice behavior of persons in similar network positions. Three hypotheses are developed. The positional trust hypothesis predicts that individuals tend to trust other actors who occupy a similar network position as themselves. The mimetic trust hypothesis argues that individuals trust actors who are trusted by persons in their own network position. Finally, the advisory trust hypothesis claims that individuals prefer to maintain trust relations to persons occupying a position of third party intermediary than to persons in other positions. An exploratory empirical test of the hypotheses is carried out by reanalyzing a longitudinal network study of the relationships among 25 salesmen in the furniture department of a North American retail sales store during the 1950s. Blockmodelling procedures are used to identify structural positions in the networks, and log‐linear analysis is applied to determine stability of choices within and between structural positions. The results support the mimetic trust and the advisory trust hypothesis.     

Application of structural equation modeling to evaluate the intention of shippers to use Internet services in liner shipping

Operations research (OR) is the application of modeling techniques to formulate and analyze systems and problems for management decision-making. Structural equation modeling (SEM) is a modeling technique applied to social or behavioral systems to understand and explain relationships that may exist among elements of systems. Recently, the measurement of unobservable variables has gained increasing attention in operations management (OM) research, and the OR discipline has begun to recognize the value of applying SEM to analyze behavioral-related OR problems. To provide OR researchers with a better understanding of the application of this useful statistical modeling technique, this paper presents a tutorial on the application of SEM. Specifically, we investigate the key factors that affect the adoption of Internet services in the context of liner shipping services. Although [Fishbein, M.A., Ajzen, I., 1975. Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research, Addison-Wesley, Reading, MA; Davis, F.D., 1989. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly 13 (3), 319–339; Ajzen, I., 1985. From intention to actions: A theory of planned behavior. In: Kuhl, J., Bechmann, J. (Eds.), Action Control: From Cognition to Behavior. Springer Verlag, New York, pp. 11–39; Ajzen, I., 1991. The theory of planned behavior. Organizational Behavior and Human Decision Processes 50, 179–211] have made important contributions to understanding users’ behavior of technology acceptance, shippers’ resistance to end-user systems is still a common problem in the liner shipping industry. To better predict, explain, and increase shippers’ acceptance of technology, we need to understand why shippers accept or reject Internet services provided by their liner shipping carriers. Another objective of this paper is to propose and empirically test a theoretical framework that relates the intention of shippers to use Internet services in liner shipping with its antecedents such as perceived usefulness, perceived ease of use, and the perceptions of security protection. Tests of the structural model confirm Davis’s (1989) notion that perceived ease of use explains the intention of shippers to use Internet services, and that perceived ease of use has a strong positive effect on perceived usefulness. The results also indicate that security protection influences perceived ease of use. The SEM analyses in this study offer OR researchers a methodological guide on how to assess the efficacy of both a measurement model that relates observed indicators to latent factors and a structural model that poses relationships between constructs.