摘要：
As a result of the increasing public attention to environmental crises, corporate environmental actions and their effects are a current research hotspot. This study examines how two types of corporate environmental actions (symbolic and substantial environmental actions) influence consumers' perceptions of environmental legitimacy and subsequent purchase intentions. Using experimental method, this study finds that (1) substantial environmental action induces significantly higher perceptions of environmental legitimacy than symbolic environmental action, (2) this effect can be attenuated by corporate environmental reputation, and (3) consumer-based environmental legitimacy has a significantly positive effect on consumers' purchase intentions. These findings have interesting implications for both researchers and practitioners involved in green marketing.
摘要：
The central issue of this article was to explore a scale to measure customer compatibility. The research put forward the definition and dimensions of customer compatibility based on related reviews. The study successfully established a scale to measure customer compatibility which contains 24 items and five dimensions: background customer's characteristics, background customer' proportion, the words and deeds of background customer, direct language interaction and direct behavior interaction through exploratory factor analysis and confirmatory factor analysis.
摘要：
This article adopts the method of critical incident technique (CIT) to analyze the impacts of employee responses (active\passive) and degree of effort (high\low) to customer satisfaction. The results show that: (1) even if the compatibility management fails, employees' active reaction have a positive effect on customer satisfaction still and it can be lead to higher satisfaction than employees' reactive; (2) when employee react actively, degree of efforts have a positive influence on customer satisfaction.
摘要：
This study adopts the methods of critical incident technique (CIT) and interview to analyze the service workers' responses (active and passive) and the degree of effort (high and low) influence on customer satisfaction under the situation of successful compatibility management. The results show that: (1) workers' active responses have a positive effect on customer satisfaction and it is better than the passive responses; (2) the degree of employees' effort can bring out different effects on customer satisfaction.
关键词：
Service unfairness;Attribution;Psychological contract violation
摘要：
This article uses the simulation experiment method to analyze the impact of the service unfairness and attribution on customer dysfunctional behavior 2 (service unfairness: distributive unfairness versus procedure unfairness) x 2 (attribution: controllable versus uncontrollable) based on social-exchange theory, frustration-aggression theory and attribution theory. The result shows that the interaction effect was supported, while the mediating effect is not. This study focuses on customer dysfunctional behavior from a service perspective, psychological contract violation as the conduction mechanism and provides a new perspective for the cause of customer dysfunctional behavior and some management suggestions for the service organization managers.
