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Article
Publication date: 12 August 2022

Chunqing Li, Wenhua He and Hong Sheng

The main purpose of this study is to summarize the key literature about research on customer experience, understand the evolution of research hotspots in this research…

Abstract

Purpose

The main purpose of this study is to summarize the key literature about research on customer experience, understand the evolution of research hotspots in this research field, build a general theoretical framework on customer experience research and finally point out directions for future research in customer experience.

Design/methodology/approach

Using CiteSpace V software which is a scientific measurement tool, this study conducts a systematic analysis of relevant literature on customer experience, and develops a general framework of customer experience research based on analysis of time-zone of citations and time-line visual knowledge map of keywords.

Findings

Based on the results of the authors’ analysis, this study found that customer experience research mainly includes the following three research areas: (1) Research on the definition and extension of customer experience; (2) Research on the influencing factors of customer experience: from both enterprise perspective and customer perspective; (3) Research on the outcomes and consequences of customer experience. The authors also analyzed the research methods used in customer experience research and found that quantitative research method based on regression model was most commonly used. Finally, the authors identified gaps in the current literature and put forward the directions for future research from four aspects: to further the understanding of the concept of customer experience; to identify more relevant influencing factors of customer experience; to explore the outcomes and consequences of customer experience; and to diversify research methods in customer experience research.

Originality/value

Overall, this study not only provides an important reference for further research in the field of customer experience, but also offers important insights to the practice.

Details

Journal of Contemporary Marketing Science, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-7480

Keywords

Article
Publication date: 2 November 2015

Longwei Tian, Yucheng Ma, Wei Hu and Yuan Li

This paper aims to, from a Taoism perspective, one of Chinese inveterate cultures and mindsets, add knowledge into how Chinese indigenous cultures and mindsets will affect…

Abstract

Purpose

This paper aims to, from a Taoism perspective, one of Chinese inveterate cultures and mindsets, add knowledge into how Chinese indigenous cultures and mindsets will affect the way of Chinese people perceive and process guanxi. Specifically, this paper outlines the mechanism of guanxi from a culture perspective. Cultures significantly affect local people behavior.

Design/methodology/approach

A mixed-methods survey (Study 1) – analyzed with one-way ANOVA – and interview (Study 2) – analyzed with grounded theory – were used to answer the research questions. In total, 248 surveys were collected for Study 1, and 34 interviews for Study 2 that were transcribed into a word file, which consists of 609 pages with 327,463 Chinese characters, were processed.

Findings

The findings show that guanxi is determined by positive and negative forces between instrumental and affective components. Further, two essential conditions – fitness of personality and clear contract, which would determine when a positive or negative force would emerge in a guanxi – were identified.

Originality/value

The main contribution is that this paper clarifies the guanxi mechanism based upon one of the most significant Chinese cultures and mindsets. Or guanxi is viewed from a new perspective – how Taoism affects Chinese people’s perception and evaluation of guanxi. This paper also finds evidence for the main arguments based upon the two studies.

Details

Chinese Management Studies, vol. 9 no. 4
Type: Research Article
ISSN: 1750-614X

Keywords

Article
Publication date: 7 October 2014

Liguo Xu, Pinging Fu and Youmin Xi

The purpose of this paper is to conceptualize the indigenous concept of suzhi at individual and organizational levels, and identify its dimensions for human resource…

Abstract

Purpose

The purpose of this paper is to conceptualize the indigenous concept of suzhi at individual and organizational levels, and identify its dimensions for human resource management (HRM) research and practice in China.

Design/methodology/approach

Based on a comprehensive review of suzhi literature, Chinese cultural and historical literature, as well as Western mainstream HRM research, a multidimensional suzhi framework is conceptualized.

Findings

As an indigenous expression, suzhi can be and has been adopted for Chinese HRM research and practice. As a multidimensional construct, one’s cognitive suzhi is jointly determined by corresponding moral suzhi, wenhua (knowledge-based) suzhi and zhuanye (professional) suzhi. Cognitive suzhi, in turn, determines one’s behavioral suzhi that drives employees to enhance organizational performance, and this relationship is moderated by psychological suzhi.

Research limitations/implications

The proposed framework provides new insight for Chinese indigenous management research, particularly in developing suzhi measurement for different dimensions. It also informs HRM practices in recruiting, selection, performance analysis and employee career development.

Originality/value

The complexity of suzhi dimensions from an organizational HRM perspective is analyzed. The resulting suzhi framework offers new insight for HRM research and practices in China.

Details

Journal of Chinese Human Resource Management, vol. 5 no. 2
Type: Research Article
ISSN: 2040-8005

Keywords

Open Access
Article
Publication date: 9 February 2021

Qi Wang and Virpi Timonen

Existing research focuses on the pension systems and reforms in China from a macro-level and financial perspective. The expectations of mid-life Chinese people regarding…

Abstract

Purpose

Existing research focuses on the pension systems and reforms in China from a macro-level and financial perspective. The expectations of mid-life Chinese people regarding their retirement and pensions have been ignored to date, and this research set out to address this lacuna.

Design/methodology/approach

The application of qualitative research methods is relatively novel in Chinese social science. As a grounded theory (GT) study, the research reported here deployed semi-structured interviews to investigate middle-aged Chinese women's and men's perceptions of their pensions and retirement. In total, 36 interviews were conducted, following the constructivist GT method.

Findings

The data point to disparities between the choices and perceptions of individuals on the one hand and the official assumptions underlying the current pension regime on the other hand. Research participants had varying interpretations of the inequality in retirement incomes in China, the main division being between enterprise workers and public-sector employees.

Originality/value

Although there are in principle rigidly fixed retirement ages for men and women in contemporary China, the phenomena of early retirement and working post-retirement are increasing. There are trade-offs between work/retirement and family needs, which influence the choices of middle-aged citizens. Retirement pathways are increasingly individualised, reflecting broader patterns of individualisation and inequality in China.

Details

International Journal of Sociology and Social Policy, vol. 41 no. 13/14
Type: Research Article
ISSN: 0144-333X

Keywords

Article
Publication date: 1 September 2019

W Feng, L Wenhua and G. Xiangguan

The cultural tourism industry, which has subtly met the needs and solved the major problem of the current age, is a new growth point for the current city economic growth…

Abstract

The cultural tourism industry, which has subtly met the needs and solved the major problem of the current age, is a new growth point for the current city economic growth. Therefore, its position in the industrial structure system will be increasingly improved. The development of the cultural tourism industry also provides an important opportunity for the renewal and re-engineering of urban space. For the current urban space construction crisis needs the integration of historical and cultural elements urgently while the development of the cultural tourism industry itself happened to need the city to provide the necessary carrying space and incubation carrier urgently as well. Thus this research discusses the construction of urban visual planning system and the specific implementation path from the perspective of the development of cultural tourism industry.

Details

Open House International, vol. 44 no. 3
Type: Research Article
ISSN: 0168-2601

Keywords

Article
Publication date: 4 March 2014

Xian-jun Liu

It is a very prominent problem that Chinese universities lack school-running characteristics. In the past ten years, because of undergraduate teaching assessment…

484

Abstract

Purpose

It is a very prominent problem that Chinese universities lack school-running characteristics. In the past ten years, because of undergraduate teaching assessment requirements of the Ministry of Education, universities attach great importance to school-running characteristics. What is the reality and how to improve the effectiveness of creating the school-running characteristics of universities? It is a problem that needs to be solved. The purpose of this paper is to discuss these issues.

Design/methodology/approach

Using the survey method, literature study, case studies and other methods, this study reviewed ten years of school-running characteristics construction and explored some laws of creating school-running characteristics.

Findings

This study found although universities in China are beginning to attach great importance to the school-running characteristics, but they are still staying in the summarization of characteristics. School-running characteristics are very rough. Creating school-running characteristics are mainly efforts responding to the superior government. Creating school-running characteristics should be based on category characteristic. Universities need to change in competition and create characteristics within its history and culture. Universities need to refine the core idea of education, develop a big picture and then renew them in the assessment cycle.

Originality/value

The originality of this study was that it put forward some new laws including changing from summarizing to creating its own school-running characteristics, putting category characteristic as the prerequisite and considering the core idea of education as the focus of school-running characteristics. This research will enrich the theory building of higher education research and has some value in promoting the creation of school-running characteristics.

Details

International Journal of Educational Management, vol. 28 no. 3
Type: Research Article
ISSN: 0951-354X

Keywords

Open Access
Article
Publication date: 19 May 2022

Wenhua Guo, Xinmin Hong and Chunxia Chen

This paper aims to study the influence of aerodynamics force of trains passing each other on the dynamic response of vehicle bridge coupling system based on numerical…

Abstract

Purpose

This paper aims to study the influence of aerodynamics force of trains passing each other on the dynamic response of vehicle bridge coupling system based on numerical simulation and multi-body dynamics and put forward the speed threshold for safe running of train under different crosswind speeds.

Design/methodology/approach

The computational fluid dynamics method is adopted to simulate the aerodynamic force in the whole process of train passing each other by using dynamic grid technology. The dynamic model of vehicle-bridge coupling system is established considering the effects of aerodynamic force of train passing each other under crosswind, the dynamic response of train intersection on the bridge under crosswind is computed and the running safety of the train is evaluated.

Findings

The aerodynamic force of trains' intersection has little effects on the derailment factor, lateral wheel-rail force and vertical acceleration of train, but it increases the offload factor of train and significantly increases the lateral acceleration of train. The crosswind has a significant effect on increasing the derailment factor, lateral wheel-rail force and offload factor of train. The offload factor of train is the key factor to control the threshold of train speed. The impact of the aerodynamic force of trains' intersection on running safety cannot be ignored. When the extreme values of crosswind wind speed are 15 m·s−1, 20 m·s−1 and 25 m·s−1, respectively, the corresponding speed thresholds for safe running of train are 350 km·h−1, 275 km·h−1 and 200 km·h−1, respectively.

Originality/value

The research can provide a more precise numerical method to study the running safety of high-speed trains under the aerodynamic effect of trains passing each other on bridge in crosswind.

Details

Railway Sciences, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2755-0907

Keywords

Article
Publication date: 4 April 2016

Wenhua Shi, Lingshu Tang, Xiaohang Zhang, Yu Gao and Yameng Zhu

Although word of mouth (WOM) affects customers’ purchasing intentions to a large extent, prior research has neglected the role of WOM as a driver of customer satisfaction.

8570

Abstract

Purpose

Although word of mouth (WOM) affects customers’ purchasing intentions to a large extent, prior research has neglected the role of WOM as a driver of customer satisfaction.

Design/methodology/approach

Several scholars have suggested that WOM can not only affect customer expectation but also can influence perceived quality. Consistent with existing research results and the expectancy disparity model, this paper established a causal relation between WOM and customer satisfaction and confirmed it was drawing on an experimental study.

Findings

This paper indicates that positive or negative WOM affects customer satisfaction by promoting or lowering customers’ expectations. This relation is moderated by product type, rather than the source of the WOM. With experience goods, positive (negative) WOM will decrease (increase) customer satisfaction. However, with search goods, positive (negative) WOM will increase (decrease) customer satisfaction.

Originality/value

The results of this study have implications for academia and management. Academically, this study establishes the causal relation between WOM and customer satisfaction, expanding the research on the relation between WOM and satisfaction. From a managerial perspective, the promotion of WOM also can create certain service risks.

Details

Journal of Business & Industrial Marketing, vol. 31 no. 3
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 21 August 2021

Yuwen Zeng and Wenhua Hou

This paper aims to exam the publisher’s online distribution strategies of print books between a reselling and a marketplace channel with the coexistence of e-book. This…

Abstract

Purpose

This paper aims to exam the publisher’s online distribution strategies of print books between a reselling and a marketplace channel with the coexistence of e-book. This study extends the study of channel selection to the content products industry.

Design/methodology/approach

By constructing a publisher-leader Stackelberg game model, the authors investigate the publisher’s distribution strategies. The retailer holds a digital channel for e-book and reselling and marketplace channels for print books. The authors examine three-channel modes for the print book distribution: a pure reselling channel, a marketplace channel and a hybrid channel.

Findings

The results reveal that a hybrid channel always dominates a pure marketplace channel from the publisher’s perspective. Then, only when the print book’s margin cost and the marketplace’s slotting fee are not very high, the publisher prefers the hybrid to a pure reselling channel. The authors also found a Pareto zone where the hybrid channel mode improves publisher’s and retailer’s profits. Furthermore, the publisher is less likely to choose the hybrid channel as the acceptance of e-book increases. The authors also examine the situation where a publisher-authorized third-party distributor runs the marketplace channel and found the results still hold.

Originality/value

This paper fills a theoretical and practical gap for a structured analysis of the content providers’ online distribution channel selection of the physical products and digital products. Different from previous related studies, this study focuses on analyzing physical products’ channel strategies and finds physical products’ cost plays a crucial role in the content provider’s channel decision.

Details

Nankai Business Review International, vol. 12 no. 3
Type: Research Article
ISSN: 2040-8749

Keywords

Book part
Publication date: 2 September 2009

Dorothy J. Solinger

The cities, for the most part, appeared up until the middle of the 1990s to be islands within the larger Chinese political economy in which job-secure workers could be…

Abstract

The cities, for the most part, appeared up until the middle of the 1990s to be islands within the larger Chinese political economy in which job-secure workers could be certain that their livelihood, health, education, and living abodes would evermore undergird their and their children's sustenance. At least until the late 1980s, urbanites who stuck with the state sector even considered good treatment on the job a kind of birthright, an entitlement that was sure to be enforced. In the cities, true, there had always been the disadvantaged after 1949 – those without offspring or spouses, the disabled, and people unable to support themselves. But this relatively tiny batch of individuals generally survived in the shadows and out of sight, subsisting – but just barely – as members of the “three withouts” on a mere pittance, in the form of meager “social relief” disbursed by civil affairs departments.8

Details

Work and Organizationsin China Afterthirty Years of Transition
Type: Book
ISBN: 978-1-84855-730-7

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