Does Customer Experience Management Impact Customer Loyalty Shopping at Supermarket？ The Case in the Mekong Delta, Vietnam

This research analyzes and answers the question ＂Does customer experience management impact to customer loyalty shopping at supermarket, in the case of Mekong Delta, Vietnam？＂, 321 customers of supermarkets in the Mekong Delta were interviewed by questionnaire. The descriptive statistics, factor analysis, Cronbach＇s alpha, structural equation modeling, and multi-group structural analysis methods were used in this study. The results confirm that customer experience management impacts to customer loyalty shopping at supermarkets. There are six components of customer experience management including brand name, space, commodity, staff, parking lot, and the presence of other stores in supermarkets. In particular, the commodity composition has the strongest impact on customer experience management and satisfaction and directly influences on customer loyalty. In addition, elements of customer experience management affect customer loyalty indirectly through sensory experience, social experience, and satisfaction. The results of multivariate analysis show that age group, spending per shopping at supermarkets, and marital status of the client do not change the relationships in the research model. Meanwhile, the relationship of the different models of the client group income, gender, education, occupation and customers is different. This study adds value to consumer behavior and customer experience management literature.

A Qualitative Study of Manager Experiences Using the RAFAELA System

Objective: The objective was to explore manager experiences using the RAFAELA system. Background: The RAFAELA system was developed in Finland during the 1990s to create a work situation where patients’ care needs were balanced with personnel resources. The system is used in almost all hospitals in Finland and is implemented in several European countries. However, the system has never been evaluated outside Finland. This study, focusing on the managers’ perspective, represents the second report from a larger Norwegian evaluation project of the RAFAELA system. Methods: An explorative qualitative design was chosen. Data were collected by individual in-depth interviews at a university hospital in Norway during 2012-2013. A total of 10 informants in various management positions were interviewed. The tape-recorded interviews were transcribed verbatim, and the transcripts were analysed using Kvale’s method for content analysis. Results: Four main themes emerged from the qualitative data: making the invisible visible;a common language;a system for prospective planning;and a resource-demanding tool. Conclusions: The study indicated that the RAFAELA system provided useful information about the patients’ care needs and nursing activities. Also the system provided a common reference frame for discussing nursing, staffing and allocation. Although the managers considered the RAFAELA to be time consuming in the implementation phase, they considered the system to be an important tool.

The effect of top managers'years of experience on innovation

Managers'characteristics have been identified to have an influence on how they perceive innovation.This study examines the role of top managers'experience and how it influences their propensity to innovate.It employs a logit model to analyze data from the World Bank's Enterprise Surveys,primarily from small-and medium-sized enterprises in Russia.We justify the positive effect of managers'years of experience as an influential factor of enterprises'innovativeness in developing countries.The results show that top managers'years of experience directly affect innovation.

中国湿地保护修复管理经验与未来研究趋势

Wetlands are important natural resources for humans and play an irreplaceable ecological function in the terrestrial ecosystem.To curb the continued loss of wetlands globally,international organizations and many countries have taken a series of major conservation and restoration measures.This work reviews these wetland conservation and restoration measures,interprets China’s wetland conservation and restoration management policies,and proposes that future research on wetland resources in China should be conducted from the aspects of international frontiers and national strategic plans,socioeconomics,and smart services.The results show that the 27 International Wetlands Days from 1997 to 2023 provided new goals and tasks for the protection and management of wetlands.The important topics and outcomes of the 14 Conferences of the Contracting Parties to the Convention on Wetlands from 1980 to 2022 provided new directions and new challenges for wetland development.In the future,we should enhance wetland ecological functions,promote sustainable wetland development,and overcome the technical bottleneck of fragile wetland ecosystem restoration.From 1992 to 2022,China embarked on a new phase of wetland protection and restoration.The overall experience of wetland protection and restoration in China has been formed through national strategic deployment,legal policy establishment,and project planning and implementation.The needs to provide for and plan the long-term protection of wetlands at the national level,to innovate restoration and management techniques and application systems,and to effectively address the complex issues of wetland protection and restoration through collaborative division of labor among multiple departments were emphasized.Research on the future trends of wetlands should be directed towards the exploration and practice of the United Nations Sustainable Development Goals and several international conventions in support of sustainable wetland development.Wetland protection,restoration,and management services should be promoted for national strategic needs and local,high-quality social and economic development.In addition,research on cross-integration and academic innovation should be enhanced for disciplinary development,global supervision,comprehensive assessment,and smart decision making.