Search results

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

This paper explores the relationship between state-led urbanization and primary industry development using the difference-in-differences (DiD) method.

The study uses the DiD method.

Exploiting county-city mergers during 2010–2018, the key strategy to expand the city outward and promote urbanization on the urban fringe by local government, the authors find that county-city mergers led to the growth of primary industry decline by 4.23%. The result can be explained by the loss of essential production factors, including land and labor used for farming. In addition, the negative effect is more pronounced for counties with more substantial manufacturing. The results indicate that urbanization in China relocates land and labor; however, it does not improve the efficiency of agricultural output.

This paper contributes to the understanding of urbanization and rural development from the perspective of the primary industry by showing production factor redistribution. Second, this study complements the literature on local government mergers.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

The connection between digital manufacturing technologies (Industry 4.0) and the environment has sparked discussions on firms' disclosure of negative information on pollutant emissions and the pursuit of positive environmental outcomes. However, very few studies explore how it relates to a firm's robot usage and its mechanism. The purpose of this paper is to investigate the impacts of robot penetration on firms' environmental governance in China.

The ordered probit model (and probit model) are employed and empirically tested with a sample of 1,579 Chinese listed firms from 2010 to 2019.

The study reveals a negative relationship between robot usage and the disclosure of negative indicators and a U-shaped relationship between robot usage and positive environmental outcomes. Among the sample, nonstate-owned enterprises (SOEs) display unsatisfactory performance, while heavily polluting industries disclose more information on pollutant emissions. The robot–environmental governance nexus is conditional on firm size, capital intensity and local economic development.

The study proposes a fresh view of corporate environmental governance to assess the environmental implications of robot adoption. It also contributes to identifying the curvilinear, moderating and heterogenous effects in the robot–environment nexus. The results provide rich policy implications for the development of industrial intelligence and corporate environmental governance in the circular economy (CE) context.