No abstract

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.

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...

Under the waves of the Internet and the trend of era, information technology is a door connecting to the world to generate the multiplier effect of learning. Students' learning should not be regarded as the tool to cope with school examinations. The frequent contact with computers, networks, and relevant information allow students enjoying the colorful life. Some knowledge is broad on the Internet or TV media that the attraction of learning environments and teaching materials for students' interests to achieve the teaching effect becomes a primary issue. With the design of experiments, the quasi-experimental research is preceded in this study. Total 92 students in two classes in Fuzhou No.1 High School in Fujian are preceded the designed teaching program of multi-sensory instruction in math for 4 months. The results show significant correlations between 1.learning motivation and learning outcomes, 2.multi-sensory instruction and learning motivation, and 3.multisensory instruction and learning outcomes. This study expects to understand the effects of multimedia information technology integrated multi-sensory instruction on students' learning motivation and outcomes as well as provide reference for teachers applying information technology integrated instruction and the promotion of relevant education units.