报告题目：Using Proactive Services to Enhancing Customer Satisfaction in Financial Service Industry: Role of Performance Change of the Investment Portfolio and Uncertainty of the Stock Market
报告人：张绪兵 副教授
邀请人：张闯 教授
时间：5月14日9:00
地点：经济管理学院 B305
报告摘要：This preliminary research utilizes archival data of stock investors and online experiment to study how provision of proactive services may improve customer satisfaction in financial services industry. It is proposed that proactive service influences customer satisfaction by changing customers’ perceptions of subjective value and objective value. Drawing on information integration theory, it examines how and why two factors, performance change of the investment portfolio and uncertainty of the stock market, moderate the mediation effects in different ways. 报告人简介：
张绪兵现任香港理工大学管理与营销学系副教授（终身教职），他在加拿大多伦多大学商学院获得博士学位，研究领域主要集中在营销渠道、零售、B2B品牌、定价和竞争策略方面，尤其关注价格匹配保证、多渠道零售策略、在线图书定价、营销渠道中的保修、价格讨价还价、预售、客户关系管理、社交媒体中的消费者行为等议题。张绪兵副教授的研究成果发表于Journal of Marketing Research，Marketing Science，Journal of Retailing，Management Science，Industrial Marketing Management等国际顶级期刊。
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