How to understand “salable fake goods” and “unsalable quality goods”? An insight from the view of quality responsibility and consumers’ brand loyalty

A body of theoretical and practical research suggests technology innovation is the driving force for enterprise survival and development and that maintaining business ethics is an important guarantee in sustaining these enterprises developments. Fulfilling the “hard responsibility” of product quality based on technical standards and the “soft responsibility” of product quality based on business ethics is an important principle stimulating the benign interaction and continuous progress of technological innovation and business ethics, and realizing a balanced development of enterprises and society, which could promote positive brand and enterprise image to both stakeholders and consumers, helping consumers choose high-quality products in the market and social competition. However, the strange marketing phenomena of “salable fake goods” and “unsalable quality goods” shows that no systematic marketing strategies have been identified to date, that enterprises could adopt to effectively promote the recognition of consumers and turn them into a loyal customer group and have a stable market share. Based on customer buying behavior theory, cognitive consistency theory, signal theory, and social identity theory, this study explored the influencing mechanism of quality responsibility on brand loyalty of consumers and the mediating role of corporate reputation and brand identification, using 224 valid questionnaires from 16 communities (residents) in Shanxi and Henan provinces of China tested by SPSS 20.0 and AMOS 25.0. Results show that quality responsibility has a significant positive influence on brand behavior loyalty and brand attitude loyalty, and both corporate emotional reputation and brand identification play mediating roles in the relationship between quality responsibility and brand behavior loyalty, and quality responsibility and brand attitude loyalty. Additionally, corporate cognitive reputation only plays a mediating role in the relationship between quality responsibility and brand behavior loyalty. Obtained conclusions in the study provide references for enterprise managers and government decision-makers in exploring management strategies of expediting future technological development and next-generation upgrades & transformations, improving quality and technology benchmarks, optimizing product quality responsibility system and promoting sustainable social development.     

The mediator role of learning capability and business innovativeness between total quality management and financial performance

The concept of total quality management (TQM) has attracted many researchers from a variety of disciplines. In particular, the literature has addressed the impact of TQM on a firm’s operations and performance. However, disparate perspectives on the relationship between TQM and a firm’s financial performance have emerged. In this paper, we suggest an interconnected relationship among TQM, organisational learning capability (OLC), business innovativeness, and a firm’s financial performance and propose that OLC and business innovativeness mediate the relationship between TQM and a firm’s financial performance. By studying 193 firms in Turkey, we found that: (1) TQM affects OLC and a firm’s business innovativeness, (2) OLC influences a firm’s business innovativeness and (3) a firm’s business innovativeness affects its financial performance. Also, we found that OLC and business innovativeness in a firm mediate the relationship between TQM and the firm’s financial performance.     

名牌产品顾客满意度测评体系研究

本文在研究国内外典型顾客满意度测评模型的基础上,分析了名牌产品满意度测评与行业、企业满意度测评的不同,提出了面向名牌产品的顾客满意度测评模型和体系。数据分析表明,该测评体系能够反映顾客的意愿。本文提出的名牌产品顾客满意度测评体系对企业提高满意度和增强竞争力具有参考价值。     

Relating TQM,marketing and business performance: An exploratory study

Total Quality Management (TQM) is perhaps the leading management approach that companies employ to improve their product and service quality with the aim of improving typical measures of business performance (e.g. increased profits, increased market share, reduced costs). However, consumer perception of quality not only results from an evaluation of the intrinsic quality attributes of the product (e.g. performance, reliability, durability) but is also affected by the marketing mix (e.g. price, advertising, warranties) adopted by the company selling the product. This paper offers a first attempt at cross-functional fertilization by examining the relationships between TQM, some marketing mix variables and measures of company performance by exploring the diverse multidisciplinary literature and developing an explanatory framework, which is tested using non-parametric correlation and refined through an empirical study of Spanish manufacturing companies. The results show that the most important TQM dimensions are the system of employee relations and the use of quality management-related design tools. The results also indicate the existence of a relationship amongst price, advertising and warranties, but that these marketing variables were not related to TQM and that further research is required to include a wider definition of marketing strategy.     

Taking an innovative approach to quality practices: exploring the importance of a company’s innovativeness on the success of TQM practices

Quality management practices such as total quality management (TQM) are continuously applied to improve firm performance. However, recent quality researchers have found contradictory performance evidence highlighting that the success of TQM might depend on various contextual factors. Specifically, researchers and practitioners have recognised similarities and considerable overlap between TQM and innovative practices, which suggests that innovativeness plays a contextual role. However, this putative relationship remains unexplored. The purpose of this study is to assess the importance of innovativeness to the success of TQM practices through applying contingency theory. Using data collected through a large-scale survey, we carry out an empirical study and produce robust results that strongly confirm such a contextual role of innovativeness. Specifically, we identify that the seven practices closely related to TQM, namely visionary leadership, internal and external cooperation, learning, process management, continuous improvement, employee fulfilment, and customer satisfaction, have a significantly stronger impact on operational performance in companies characterised by a high level of innovativeness.     

Applied Artificial Intelligence and user satisfaction: Smartwatch usage for healthcare in Bangladesh during COVID-19

The evolution of Artificial Intelligence (AI) has revolutionized many aspects of human life, including healthcare. Amidst the Covid-19 pandemic, AI-enabled smartwatches are being used to help users to self-monitor and self-manage their health. Using a framework based on Stimulus-Organism-Response (S–O-R) theory, this present study aimed to explore the use of AI-enabled smartwatches for health purposes, in particular the effects of product quality, service quality, perceived convenience, and perceived ease of use on user experience, trust and user satisfaction. Based on a purposive survey sample of 486 smartphone users in Bangladesh, data collected was analyzed using SPSS software for elementary analyses and PLS-SEM for hypotheses testing. The findings showed that the predictors, namely product quality, service quality, perceived convenience, and perceived ease of use, significantly affected user experience and trust. Similarly, user experience and trust were influential on user satisfaction and played partial mediating roles between predictors and user satisfaction. Besides, gender and age moderate the relationships of experience and trust with customer satisfaction. These findings support the S–O-R theoretical framework and have practical implications for brand and marketing managers of smartwatches in developing product features and understanding users' attitudes and behaviours.     

Comprehensive framework for the development of a supply chain strategy

Current competition among companies is fought through their supply chains. As the performance of the supply chain depends not only on manufacturing and marketing attributes, it becomes necessary to establish a framework upon which to develop a supply chain strategy. The paper presents the rationale and principles of a customer–product–process–resource (CPPR) framework for the simultaneous analysis of the business, supplier, manufacturing, planning, marketing and customer dimensions of a supply chain strategy. The originality of the CPPR framework is that it establishes a set of supply chain structural elements, that when put together determine the degree of alignment of a supply chain strategy. As the main objective of a supply chain strategy is to achieve customer satisfaction as an output of the supply chain operations, the CPPR framework becomes a realignment tool when used in combination with a realignment methodology, which is also presented in the paper.     

电子产品市场客户忠诚关系维持的因素研究

采用结构方程模型(SEM)分析方法对影响工业品市场客户忠诚关系维持的因素进行了研究。调查了我国珠三角地区的电子产品制造企业,并运用SPSS16.0和AMOS17.0软件对数据进行分析。结果表明顾客信任对工业品客户忠诚关系维持的作用最大,它不仅对客户忠诚关系的维持有直接作用,还通过顾客感知价值对客户忠诚关系的维持起到间接作用,顾客感知价值和转换成本对工业品客户忠诚关系的维持也有显著作用。     

The individual effects of total quality management on customers,people and society results and quality performance in SMEs

The aim of this paper is to test the individual effects of total quality management (TQM) on customer results, people results, society results and quality performance in a small‐ and medium‐sized enterprise (SME) context. The research is based on information from 85 ISO 9000 certified SMEs in Spain. A number of regression analyses are applied in order to examine the impact of TQM on these four results and identify which factors of TQM have the greatest effect. After analysing the survey data, 10 SMEs were randomly selected for individual visits, in order to check the results. The results show that TQM may improve customer results, people results, society results and quality performance. TQM factors related to training and specialist training are showed to be the most significant predictors of quality outcomes. The contribution of this paper is to study this association in SMEs in Spain. Copyright © 2007 John Wiley & Sons, Ltd.     

A digraph approach to TQM evaluation of an industry

Different total quality management (TQM) environments may be suggested to an organization for improving the quality of products, customer satisfaction, competitiveness and profitability by TQM experts. This paper identifies factors responsible for the TQM environment. All these factors are interacting with each other by different amounts. An attempt has been made to develop a mathematical model of the TQM environment from these interacting factors using a graph theoretic approach. In the graph theoretic model, a directed graph or digraph is used to represent abstract information of the system using directed edges, which is useful for visual analysis. The matrix model developed from the digraph is useful for computer processing. A permanent value of multinomial developed from the matrix represents the environment uniquely by a single number/index, which is useful for comparison, ranking and optimum selection. The method is quite flexible to accommodate new factors and market dynamics in global business in a bid to go for continuous improvement and breakthrough improvement in the environment, product, process and intellectual property rights (IPR).     

Total customer satisfaction as a business strategy

There are two fundamental goals which are universal in business. The first is to grow market share, and the second to grow profits. In order to accomplish these goals, the company must differentiate itself from its competitors, in the customer's view, in one or more of the five following areas: (1) price, (2) delivery, (3) performance, (4) quality, (5) total customer experience. Stressing one area of differentiation to the exclusion of the others will not achieve the goals. For example, in stressing price alone, a company has defined its products as a commodity and as Dev Dion of the Strategic Planning Institute once said, ‘The producers of commodities reap commensurate rewards.’ Similarly, stressing fast delivery of a product of poor quality, or stressing superior quality for a product providing marginally useful performance are both losing strategies. The only strategy I know of which provides equally balanced focus on all five major areas of differentiation is total customer satisfaction, as the fundamental objective of the company. Bob Galvin, when Chairman of Motorola, summed it up by saying, ‘If you take care of the customer better than any of your competition, the business will take care of itself.’ In saying this, however, he meant not only the product, but all of the other ways in which you and the customer interact.     

建筑施工企业顾客满意度模型实证分析

根据建筑施工项目的特征提出一个简化的建筑施工企业顾客满意度理论模型.在收集建筑施工企业顾客样本数据的基础上,利用结构方程模型软件对理论模型作了检验.研究结果表明:顾客感知质量对顾客满意度、顾客感知价值对顾客忠诚度、顾客满意度对顾客抱怨具有显著性的影响;顾客期望对顾客抱怨、顾客满意度对顾客忠诚度有正面影响;顾客抱怨对顾客忠诚度有负面影响.研究结论具有较高的精度,模型对该建筑施工企业顾客满意度有较好的解释力.     

Achieving sustainable customer loyalty in airports: The role of waiting time satisfaction and self-service technologies

Waiting time appears to be an unavoidable part of the service industry, particularly at the airport, where you may encounter delays due to check-in, screening, and other activities. This waiting experience can vex customers, affecting their perception of the service provider and, consequently, their loyalty. Our study aimed to determine the effect of waiting time satisfaction and the use of self-service technology on the long-term sustainability of customer loyalty. 750 structured questionnaires were distributed to travelers at two international airports in Turkey. PLS-SEM was used to analyses the models. Our findings indicate that customer satisfaction with waiting times and the use of self-service technologies are critical for the long-term sustainability of customer loyalty. Additionally, we discovered that waiting time satisfaction partially mediates the relationship between self-service technology use and long-term customer loyalty. Finally, the managerial implications were discussed, including future research suggestions.     

Management Theory DéJà Vu? Scientific and Total Quality Management

ABSTRACT

This article compares W. Edwards Deming's total quality management (TQM) theory with Frederick Winslow Taylor's scientific management theory. Although these two theories have in the past been misrepresented as philosophical opposites, the authors have researched and highlighted the extensive degree of similarity between the two. The recent rise in TQM's popularity prompts an examination of similarities between Deming's and Taylor's views on general management, operations management, and people management. Also presented are the new aspects of productivity addressed by TQM. Some time-tested productivity improvement primitives are described.     

Evaluating reverse third-party logistics operations using a semi-fuzzy approach

The responsiveness and efficiency of distributed and multi-echelon supply chains are increasingly reliant upon reduced cycle times within forward and reverse logistics operations. Within the high-tech industry, Reverse Logistics (RL) in the form of end-of-life, stock balancing, defective/warranty, recycle, and re-use product returns, is particularly important owing to the complexity and dependency that exist throughout the extended supply chain in order to maintain brand loyalty and customer satisfaction (source, OEM vendors and end customers alike). RL is fast becoming a strategy to acquire an organisational competitive advantage, making the quest to exploit such a function a premeditated decision. The introduction of Third-Party Logistics (3PL) providers has become a necessity for those supply-chain operations where issues of cost and risk mitigation need to be balanced with agility and responsiveness. This paper develops a conceptual framework of the factors influencing Reverse 3PL based upon Information Systems (IS) and associated Resource Commitment (RC) factors. The framework is then tested using a mixed-method research based approach using a 3PL organisation based in Thailand. The research findings reveal that among the proposed factors, IS- and RC-based operating performance, resource cost-effectiveness and RC (at financial, managerial and technological levels in the firm) were deemed to have a stronger positive relationship and input into reverse 3PL operations for the firm in context. The model is validated using the techniques of System Dynamics and Fuzzy Cognitive Mapping.     

Computation Analysis of Brand Experience Dimensions: Indian Online Food Delivery Platforms

Online Food Delivery Platforms (OFDPs) has witnessed phenomenal growth in the past few years, especially this year due to the COVID-19 pandemic. This Pandemic has forced many governments across the world to give momentum to OFD services and make their presence among the customers. The Presence of several multinational and national companies in this sector has enhanced the competition and companies are trying to adapt various marketing strategies and exploring the brand experience (BEX) dimension that helps in enhancing the brand equity (BE) of OFDPs. BEXs are critical for building brand loyalty (BL) and making companies profitable. Customers can experience different kinds of brand experiences through feeling, emotions, affection, behavior, and intellect. The present research work is taken up to analyze the factors affecting BEX and its impact on BL and BE of the OFDPs and analyze the mediating role of BL in the relationship between BEX and BE of the OFDPs in the Indian context. A survey of 457 Indian customers was carried out. A questionnaire was used for data collection and a mediation study was used to test hypothesized relationships. Our computational analysis reveals that BEX influences the BL and BE of OFDPs. The study further indicates that BL mediates the relationship between BEX and BE of OFDPs. The effective marketing and relationship management practices will help company to enhance BEX that will enable in enhancing BL and raising BE of their product. It therefore provides a more thorough analysis of BEX constructs and their consequences than previous research. Some of the managerial implication, limitations, and scope of future research are also presented in the study.     

基于品牌忠诚度的产品危机中责任归因影响研究

在产品危机频频发生、危机管理研究落后于实际需求的背景下,本研究参照国外成熟的研究理论,把归因理论引入消费者在产品危机下的反应研究中,在实证验证传统的产品危机归因模型的基础上,引入了品牌忠诚度在产品危机中的作用,初步提出产品危机下"基于客户忠诚度分类的危机管理策略"的建议,对企业营销实践具有一定指导意义.     

A data-driven approach for the optimisation of product specifications

In order to develop the profit-maximising, market share-maximising or cost-minimising bundle of product engineering specifications with proper performance levels, an optimisation model driven by operating data is proposed. The operating data are input as the sources to conduct the optimisation and a data-based customer satisfaction function can be formed. Then, a customer choice model developed from the customer satisfaction is constructed to estimate the customer choice probability. The expected market share (EMS) then can be derived from the choice probability. After all, a multi-objective model is constructed to maximise the EMS and minimise the total engineering cost. The candidate Pareto-optimal solutions can be obtained by solving the optimisation model. Then a membership function is defined to select the optimal solution from the Pareto-optimal solutions. A case study for optimising the smartphone’s specifications is conducted to demonstrate the effectiveness of the newly developed approach. Compared with the commonly used Conjoint Analysis (CA) method in determining the most desired levels for product specifications, the proposed data-driven method can avoid the situation where the user’s preferences are irrational, making the proposed method be more practical in measuring customer preferences than the utility-based model.     

融媒体新闻客户端界面设计研究

目的随着信息科学技术的高速发展,品牌新闻客户端大量涌现并被大众广泛使用,包含新闻、商务、娱乐、生活的个性化服务层出不穷,这表明了在融媒体背景下,新闻客户端界面设计研究对新闻传播发展具有重要意义。方法首先从产品移动化、叙事碎片化、阅读互动化三个方面分析如今新闻客户端的发展趋势,其次通过对比梳理不同设备物理特性、用户操作、使用情境的差异,探讨新闻客户端界面设计特性,从而引发设计思考并提出未来展望。结论融媒体时代背景下应遵循跨终端统一和谐、多设备功能优先、大小屏联动交互的界面设计原则,一方面能够满足用户的使用需求和情感体验,提升其满意度和忠诚度,另一方面便于提升品牌价值与战略优势,实现竞争实力、增长潜力与品牌影响力的层层突破。