With the rapid development of online shopping and traditional physical store shopping interweaving to form different shopping situations, customer experience has gradually become the main source of retailers’ sustainable competitive advantage through differentiation. Retailers need to continuously improve customer experience in different shopping situations to maintain long-term sustainable customer satisfaction and achieve sustainability. The study aims to examine what kind of shopping situations will influence customer experience and customer satisfaction. A total of 288 questionnaires were collected from two different shopping situations (146 questionnaires from physical stores were collected in five cities in China and 142 online questionnaires were collected from 21 provinces in China), and multiple regression analysis was adopted to test the hypotheses. As a result, we found that customer experience with staff service, shopping environment, and shopping procedure has a positive influence on customer satisfaction. Different shopping situations significantly moderate the relationships among customer experience with the shopping environment, product experience, and customer satisfaction but rarely influence customer experience with staff service and service procedures. Finally, gender significantly moderates the relationship between customer experience and customer satisfaction in different shopping situations. This study theoretically reveals the relationship between customer experience and satisfaction in different shopping situations and provides practical suggestions for retailers to form differentiated sustainable competitive advantage through customer experience management.

Purpose -Drawing on the concept of fit, this paper aims to propose a knowledge management (KM) fit model within which KM strategy, IT strategy, and HRM strategy are coaligned and to empirically test this model with empirical data.Design/methodology/approach -Data for hypotheses testing are collected from top-ranked companies in Taiwan; yielding 161 valid samples. Performance implications of fit are examined using multiple perspectives with covariation and matching approaches.Findings -The findings show that the holistic perspective of fit as covariation supports the fit relationships on business performance. In addition, with the reductionistic perspective of fit as matching, the findings also show their bivariate relationships have significant impacts on business performance.Research limitations/implications -A successful KM project must take various attributes into account, to ensure a positive outcome. In such a context, organization, process, human resources, and IT are thought to be the key elements and enablers for best KM practices. Thus, cogitating and integrating various factors related to the KM area are considered by researchers to be the most important tasks. However, fit mechanism is a dynamic process. The authors suggest that future research should adopt a longitudinal view to deal with the dynamic changes that may occur in fit operations.Originality/value -There has been little attempt to explore KM issues by using multiple perspectives to examine the performance implications of fit on business performance. Thus, the authors posit that performance measuring in growth and profitability are affected by fit among these three KM-related strategies.

Academic research has shed light on the empirical relationships among a firm’s corporate social responsibility (CSR), corporate social irresponsibility (CSiR) and firm performance and on the firm’s customer satisfaction–firm performance relationship in different markets. However, little notice has been taken of whether the coexistence of corporate social responsibility, corporate social irresponsibility and customer satisfaction has an interactive effect on firm performance. This study aims to examine the effects of their interaction on firm performance from an investment perspective. Using unbalanced panel regression to test a sample of publicly traded firms from the United States, this study finds that, in general, firms with higher customer satisfaction earn positive changes in abnormal stock returns. For firms that engage in CSR, CSR positively affects corporate performance, whereas firms’ social irresponsibility activities reduce firms’ financial performance. All else equal, a positive interactive effect of CSiR and customer satisfaction on stock return was observed. The results reveal that high customer satisfaction can alleviate the negative effect of corporate social irresponsibility on firms’ financial performance. Our findings will help management executives and investors to understand that the negative effect of a firm’s unforeseen events on firm performance can be weakened by increasing customer satisfaction.

The Role of manageR's locus of conTRol beTween peRceived guanxi and leadeRship behavioR in family business el papel del locus de control del jefe entre el guanxi percibido y la conducta de liderazgo en los negocios familiares sHang-Pao YeH shangpao@ms12.hinet.netDepartment of Tourism. i-shou university. Kaohsiung. Taiwan. absTracT the special and historical relationship network in chinese societies is based on blood ties or family emotional connection, in which family business appears the best representative. With the specialty of corporate structure, power and leadership between superiors and subordinates are the critical issues for research, where managers' personality is particularly emphasized. We combine guanxi in Chinese societies, power, influence tactics, and locus of control in the research model, 147 family business in taiwan are proceeded the questionnaire survey, and 332 valid copies are retrieved. With hierarchical regression analysis, the findings show the close relations between managers' power, perceived guanxi and leadership behavior, in which managers' locus of control play a critical role. it is therefore suggested that the assignation of managers in such type of enterprises should be more cautious; in addition to the communication with the subordinates, the fitness with personality and competence should be concerned in order to maintain the favorable work efficiency and the relations between superiors and subordinates. KeYWordsInfluence tactics; Locus of control; Perceived guanxi; Power based. resumen la histórica y especial red de relaciones de la sociedad china se basa en lazos de sangre o en conexiones familiares emocionales de las que los negocios familiares son la mejor representación. junto con la especialización de las estructuras corporativas, la cuestión clave de esta investigación será el poder y el liderazgo de los jefes sobre los subordinados, poniendo el énfasis en la personalidad del jefe. en el modelo de investigación -administración de un cuestionario a 147 negocios familiares de taiwán, de los que 332 fueron válidos-combinamos el "guanxi" de las sociedades chinas, el poder, las tácticas para tener influencia y el locus de control. mediante análisis jerárquicos de regresión los resultados muestran la estrecha relación que se da entre el poder de los jefes, el "guanxi" percibido y la conducta de liderazgo, en la que el locus de control de los jefes desempeña un papel destacado. por eso se recomienda que la designación de jefes en esas empresas sea más cuidadosa. además de la comunicación con los subordinados, debe prestarse atención a la adecuación entre personalidad y la competencia para mantener una eficiencia laboral y unas relaciones entre jefes y subordinados favorables. Palabras clavebases del poder; guanxi percibido; locus de control; Tácticas de influencia. inTroducTion the relationship network based on blood ties or family emotional connection in chinese societies is a special and historical type, where family business is the best representative. family business pl...

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