Pub Date : 2012-11-16DOI: 10.1108/MSQ.2012.10822FAA.001
M. Tanyeri, S. Gounaris
{"title":"Introduction from co-guest editors","authors":"M. Tanyeri, S. Gounaris","doi":"10.1108/MSQ.2012.10822FAA.001","DOIUrl":"https://doi.org/10.1108/MSQ.2012.10822FAA.001","url":null,"abstract":"","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"81 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130410918","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2012-11-16DOI: 10.1108/09604521211287589
S. Kurt, Y. Atrek
Purpose – The purpose of this study is to classify and assess the importance levels of the quality attributes of E‐S‐QUAL measurement scale, aiming to focus on the most important attributes to improve.Design/methodology/approach – E‐S‐QUAL measurement scale is classified according to Kano's model and the relative importance levels of the E‐S‐QUAL quality attributes are revealed via analytical hierarchy process (AHP). The data of the study were gathered through a questionnaire, which consisted of four parts and was applied to 202 online shoppers in Izmir/Turkey.Findings – Almost all of the quality attributes are placed under one‐dimensional category. Privacy dimension is found to be a high value‐added attribute, whereas the least important attributes are found to be within the efficiency dimension. None of the quality attributes of E‐S‐QUAL are regarded as attractive attributes.Practical implications – This study is expected to attract the attention of practitioners on the most important quality attributes...
目的-本研究的目的是对E - S - QUAL测量量表的质量属性的重要程度进行分类和评估，旨在重点关注最重要的属性来改进。设计/方法论/方法- E - S - QUAL测量量表根据Kano的模型进行分类，E - S - QUAL质量属性的相对重要性水平通过层次分析法(AHP)揭示。该研究的数据是通过一份调查问卷收集的，该问卷由四个部分组成，并应用于土耳其伊兹密尔的202名在线购物者。发现——几乎所有的质量属性都被放在一个维度的类别下。隐私维度是一个高附加值的属性，而最不重要的属性是在效率维度。E - S - QUAL的质量属性都不被认为是有吸引力的属性。实际意义-本研究预计将吸引从业者对最重要的质量属性的关注…
{"title":"The classification and importance of E‐S‐Qual quality attributes: an evaluation of online shoppers","authors":"S. Kurt, Y. Atrek","doi":"10.1108/09604521211287589","DOIUrl":"https://doi.org/10.1108/09604521211287589","url":null,"abstract":"Purpose – The purpose of this study is to classify and assess the importance levels of the quality attributes of E‐S‐QUAL measurement scale, aiming to focus on the most important attributes to improve.Design/methodology/approach – E‐S‐QUAL measurement scale is classified according to Kano's model and the relative importance levels of the E‐S‐QUAL quality attributes are revealed via analytical hierarchy process (AHP). The data of the study were gathered through a questionnaire, which consisted of four parts and was applied to 202 online shoppers in Izmir/Turkey.Findings – Almost all of the quality attributes are placed under one‐dimensional category. Privacy dimension is found to be a high value‐added attribute, whereas the least important attributes are found to be within the efficiency dimension. None of the quality attributes of E‐S‐QUAL are regarded as attractive attributes.Practical implications – This study is expected to attract the attention of practitioners on the most important quality attributes...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"79 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123994368","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2012-11-16DOI: 10.1108/09604521211198083
Y. Lii, Monle Lee
Purpose – The purpose of this research is to explore the joint effect of compensation frames and product‐price levels on consumer attitudinal reactions and behavioral intentions after a service failure involving online pricing error.Design/methodology/approach – A 2 (compensation frames: dollar off versus percentage off) x 2 (product‐price levels: high‐price versus low‐price) between‐subjects factorial design was used to test the hypotheses.Findings – The findings indicate that consumers perceive a price reduction for compensation framed in dollar terms as more (less) fair than the same price reduction framed in percentage terms for high‐price product (low‐price product). The higher consumer perceptions of compensation fairness are, the more likely consumers are to have positive post‐recovery satisfaction and trust. Consequently, consumers who are satisfied with the compensation effort are more likely to trust the service firm, engage in positive eWOM behavior, and purchase the item.Practical implications...
{"title":"The joint effects of compensation frames and price levels on service recovery of online pricing error","authors":"Y. Lii, Monle Lee","doi":"10.1108/09604521211198083","DOIUrl":"https://doi.org/10.1108/09604521211198083","url":null,"abstract":"Purpose – The purpose of this research is to explore the joint effect of compensation frames and product‐price levels on consumer attitudinal reactions and behavioral intentions after a service failure involving online pricing error.Design/methodology/approach – A 2 (compensation frames: dollar off versus percentage off) x 2 (product‐price levels: high‐price versus low‐price) between‐subjects factorial design was used to test the hypotheses.Findings – The findings indicate that consumers perceive a price reduction for compensation framed in dollar terms as more (less) fair than the same price reduction framed in percentage terms for high‐price product (low‐price product). The higher consumer perceptions of compensation fairness are, the more likely consumers are to have positive post‐recovery satisfaction and trust. Consequently, consumers who are satisfied with the compensation effort are more likely to trust the service firm, engage in positive eWOM behavior, and purchase the item.Practical implications...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"2016 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128068236","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2012-11-16DOI: 10.1108/09604521211218945
Michael Chih-Hung Wang
Purpose – The purpose of this study is to investigate the antecedents and consequences of consumer satisfaction with the use of self‐service technology (SST) in a retail setting.Design/methodology/approach – In cooperation with a survey firm, a total of 424 respondents were collected from among consumers who had experience of using multimedia kiosks at convenience stores in Taiwan. The conceptual model was tested by using structural equation modeling.Findings – The results show that perceived usefulness and perceived enjoyment both, initially, influence perceived control and convenience and then affect consumer satisfaction, which in turn has an impact on consumer continued behavior intention. In addition, perceived enjoyment is found to enhance consumer satisfaction, but perceived usefulness is not.Originality/value – This paper proposes a conceptual model to synthesize the essence of the ECM‐IT model and two important incentives in self‐service (i.e. perceived control and convenience) in order to provid...
{"title":"Determinants and consequences of consumer satisfaction with self‐service technology in a retail setting","authors":"Michael Chih-Hung Wang","doi":"10.1108/09604521211218945","DOIUrl":"https://doi.org/10.1108/09604521211218945","url":null,"abstract":"Purpose – The purpose of this study is to investigate the antecedents and consequences of consumer satisfaction with the use of self‐service technology (SST) in a retail setting.Design/methodology/approach – In cooperation with a survey firm, a total of 424 respondents were collected from among consumers who had experience of using multimedia kiosks at convenience stores in Taiwan. The conceptual model was tested by using structural equation modeling.Findings – The results show that perceived usefulness and perceived enjoyment both, initially, influence perceived control and convenience and then affect consumer satisfaction, which in turn has an impact on consumer continued behavior intention. In addition, perceived enjoyment is found to enhance consumer satisfaction, but perceived usefulness is not.Originality/value – This paper proposes a conceptual model to synthesize the essence of the ECM‐IT model and two important incentives in self‐service (i.e. perceived control and convenience) in order to provid...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116825194","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2012-08-31DOI: 10.1108/09604521211281387
Hsiu-Yuan Wang
Purpose – This study contends that customers’ perceived value can drive medical tourism. To demonstrate this, the purpose of this paper is to propose and test a research model capturing elements of perceived benefits and sacrifice that, by affecting the perceived value of medical tourism products, influence the buying intention of potential customers.Design/methodology/approach – Potential medical tourists from China are tapped due to their cultural similarity to Taiwan, and the absence of a language barrier. Data from 301 usable questionnaires were tested against the research model using the structural equation modeling approach.Findings – The results indicated that perceived value was a key predictor of customer intentions. As for benefits, perceived medical quality, service quality and enjoyment were critical components that significantly influenced the perception of value. Regarding sacrifice, the effects of perceived risk on perceived value were significant.Research limitations/implications – This st...
{"title":"Value as a medical tourism driver","authors":"Hsiu-Yuan Wang","doi":"10.1108/09604521211281387","DOIUrl":"https://doi.org/10.1108/09604521211281387","url":null,"abstract":"Purpose – This study contends that customers’ perceived value can drive medical tourism. To demonstrate this, the purpose of this paper is to propose and test a research model capturing elements of perceived benefits and sacrifice that, by affecting the perceived value of medical tourism products, influence the buying intention of potential customers.Design/methodology/approach – Potential medical tourists from China are tapped due to their cultural similarity to Taiwan, and the absence of a language barrier. Data from 301 usable questionnaires were tested against the research model using the structural equation modeling approach.Findings – The results indicated that perceived value was a key predictor of customer intentions. As for benefits, perceived medical quality, service quality and enjoyment were critical components that significantly influenced the perception of value. Regarding sacrifice, the effects of perceived risk on perceived value were significant.Research limitations/implications – This st...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"222 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-08-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127166656","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2012-08-31DOI: 10.1108/09604521211281369
T. Laine, J. Paranko, P. Suomala
Purpose – The purpose of this paper is to examine the potential benefits of a business game on customers’ business in enhancing servitization. The concept is proposed to be helpful in the phases of defining the servitization initiative and gaining shared understanding about it at a manufacturer.Design/methodology/approach – The paper is based on a longitudinal case study at a manufacturer (2003‐2008), with a focus on the business game concept on customers’ business. The researchers and approximately 140 company representatives contributed to both early and later phases of the development of the concept.Findings – The business game concept appeared to serve the purpose of generating and sharing ideas about the customers’ business and the desired role of the OEM in it, as a potential outcome of servitization. The concept synthesizes the previously fragmented customer awareness across the business units and provides useful information for various stakeholders. The presence of personnel across the different b...
{"title":"Using a business game concept to enhance servitization: a longitudinal case study","authors":"T. Laine, J. Paranko, P. Suomala","doi":"10.1108/09604521211281369","DOIUrl":"https://doi.org/10.1108/09604521211281369","url":null,"abstract":"Purpose – The purpose of this paper is to examine the potential benefits of a business game on customers’ business in enhancing servitization. The concept is proposed to be helpful in the phases of defining the servitization initiative and gaining shared understanding about it at a manufacturer.Design/methodology/approach – The paper is based on a longitudinal case study at a manufacturer (2003‐2008), with a focus on the business game concept on customers’ business. The researchers and approximately 140 company representatives contributed to both early and later phases of the development of the concept.Findings – The business game concept appeared to serve the purpose of generating and sharing ideas about the customers’ business and the desired role of the OEM in it, as a potential outcome of servitization. The concept synthesizes the previously fragmented customer awareness across the business units and provides useful information for various stakeholders. The presence of personnel across the different b...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-08-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130442806","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2012-08-31DOI: 10.1108/09604521211281404
J. Lounsbury, N. A. Foster, Patrick C. Carmody, J. Y. Kim, Lucy W. Gibson, Adam W. Drost
Purpose – The purpose of the present study is to identify key personality traits which distinguish customer service (CS) employees from other occupations and are related to their career satisfaction. As hypothesized, 2,610 CS employees were differentiated from other occupational groups by higher levels of conscientiousness, customer service orientation, and lower tough‐mindedness. Conscientiousness, customer service orientation, emotional stability, extraversion, and tough‐mindedness were significantly, positively related to customer service representatives’ (CSRs’) career satisfaction. Results are discussed in terms of the adaptive value of these traits for the recruitment, selection, and management of customer service employees.Design/methodology/approach – Data for this study were extracted from an archival database containing information on individuals’ many different occupations and industries, including 2,641 CSRs and 76,788 individuals in other occupations. Measures included demographic items and t...
{"title":"Key personality traits and career satisfaction of customer service workers","authors":"J. Lounsbury, N. A. Foster, Patrick C. Carmody, J. Y. Kim, Lucy W. Gibson, Adam W. Drost","doi":"10.1108/09604521211281404","DOIUrl":"https://doi.org/10.1108/09604521211281404","url":null,"abstract":"Purpose – The purpose of the present study is to identify key personality traits which distinguish customer service (CS) employees from other occupations and are related to their career satisfaction. As hypothesized, 2,610 CS employees were differentiated from other occupational groups by higher levels of conscientiousness, customer service orientation, and lower tough‐mindedness. Conscientiousness, customer service orientation, emotional stability, extraversion, and tough‐mindedness were significantly, positively related to customer service representatives’ (CSRs’) career satisfaction. Results are discussed in terms of the adaptive value of these traits for the recruitment, selection, and management of customer service employees.Design/methodology/approach – Data for this study were extracted from an archival database containing information on individuals’ many different occupations and industries, including 2,641 CSRs and 76,788 individuals in other occupations. Measures included demographic items and t...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"6 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-08-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114809499","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2012-08-31DOI: 10.1108/09604521211281378
M. Gouthier, Andreas Giese, Christopher Bartl
Purpose – As customer expectations expand and as product offerings hardly differ from each other, service excellence has gained in importance as a means of enhancing customer loyalty. The aim of this paper is to focus on expanding and extending what companies can do to achieve service excellence by comparing and evaluating three popular approaches to excellence.Design/methodology/approach – The authors compare three of the most commonly used excellence models, Johnston's conceptualisation of service excellence, the EFQM Model as a representative of national quality award models and the Kano model, and their respective applicability and specific perspective on service excellence. The evaluation is based on theoretical arguments, criteria and on a qualitative expert study.Findings – Combining the selected models provides a comprehensive approach to service excellence. Since all models are compatible and complementary with each other, the analysis provides an enhanced understanding of service excellence and ...
{"title":"Service excellence models: a critical discussion and comparison","authors":"M. Gouthier, Andreas Giese, Christopher Bartl","doi":"10.1108/09604521211281378","DOIUrl":"https://doi.org/10.1108/09604521211281378","url":null,"abstract":"Purpose – As customer expectations expand and as product offerings hardly differ from each other, service excellence has gained in importance as a means of enhancing customer loyalty. The aim of this paper is to focus on expanding and extending what companies can do to achieve service excellence by comparing and evaluating three popular approaches to excellence.Design/methodology/approach – The authors compare three of the most commonly used excellence models, Johnston's conceptualisation of service excellence, the EFQM Model as a representative of national quality award models and the Kano model, and their respective applicability and specific perspective on service excellence. The evaluation is based on theoretical arguments, criteria and on a qualitative expert study.Findings – Combining the selected models provides a comprehensive approach to service excellence. Since all models are compatible and complementary with each other, the analysis provides an enhanced understanding of service excellence and ...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"87 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-08-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123275074","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2012-08-31DOI: 10.1108/09604521211281396
Sujeong Choi, Kiju Cheong, R. Feinberg
Purpose – This study focuses on the management of job burnout among customer service representatives. The purpose of this study is to investigate whether supervisor support, monetary rewards, and career paths moderate the relationship between job burnout and turnover intentions.Design/methodology/approach – The authors conducted a survey of 287 customer service representatives from seven call centers for the analysis. To validate the research model and test the hypotheses, the authors employed structural equation modeling, and for the moderating effects, the authors conducted a multi‐group analysis after dividing the moderating variables into high and low groups by using each of their means as a split point.Findings – As expected, the results indicate that emotional exhaustion, depersonalization, and reduced personal accomplishment increased turnover intentions. Emotional exhaustion led to a sharp increase in depersonalization. The results for the three moderating variables indicate that not all intervent...
{"title":"Moderating effects of supervisor support, monetary rewards, and career paths on the relationship between job burnout and turnover intentions in the context of call centers","authors":"Sujeong Choi, Kiju Cheong, R. Feinberg","doi":"10.1108/09604521211281396","DOIUrl":"https://doi.org/10.1108/09604521211281396","url":null,"abstract":"Purpose – This study focuses on the management of job burnout among customer service representatives. The purpose of this study is to investigate whether supervisor support, monetary rewards, and career paths moderate the relationship between job burnout and turnover intentions.Design/methodology/approach – The authors conducted a survey of 287 customer service representatives from seven call centers for the analysis. To validate the research model and test the hypotheses, the authors employed structural equation modeling, and for the moderating effects, the authors conducted a multi‐group analysis after dividing the moderating variables into high and low groups by using each of their means as a split point.Findings – As expected, the results indicate that emotional exhaustion, depersonalization, and reduced personal accomplishment increased turnover intentions. Emotional exhaustion led to a sharp increase in depersonalization. The results for the three moderating variables indicate that not all intervent...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"22 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-08-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131063619","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2011-11-15DOI: 10.1108/09604521111185600
M. Rosenbaum, J. Sweeney, J. Smallwood
Purpose – This article aims to illustrate how service organizations (e.g. cancer resource centers) can create restorative servicescapes. The article addresses whether cancer patients respond favorably to a cancer center's restorative servicescape and explores the reasons they might patronize the center and interact socially with others.Design/methodology/approach – This article synthesizes various streams of literature from services marketing, natural psychology, and cancer and medical research. The study defines and develops the framework's categories and advances propositions based on the framework.Findings – The model proposes that cancer patients should respond favorably to a cancer center's restorative servicescape. By spending time in the center, people living with cancer may be able to remedy four frequently experienced, negative symptoms associated with fatigue.Research limitations/implications – The study explores a not‐for‐profit cancer resource center that offers members an array of participato...
{"title":"Restorative cancer resource center servicescapes","authors":"M. Rosenbaum, J. Sweeney, J. Smallwood","doi":"10.1108/09604521111185600","DOIUrl":"https://doi.org/10.1108/09604521111185600","url":null,"abstract":"Purpose – This article aims to illustrate how service organizations (e.g. cancer resource centers) can create restorative servicescapes. The article addresses whether cancer patients respond favorably to a cancer center's restorative servicescape and explores the reasons they might patronize the center and interact socially with others.Design/methodology/approach – This article synthesizes various streams of literature from services marketing, natural psychology, and cancer and medical research. The study defines and develops the framework's categories and advances propositions based on the framework.Findings – The model proposes that cancer patients should respond favorably to a cancer center's restorative servicescape. By spending time in the center, people living with cancer may be able to remedy four frequently experienced, negative symptoms associated with fatigue.Research limitations/implications – The study explores a not‐for‐profit cancer resource center that offers members an array of participato...","PeriodicalId":313036,"journal":{"name":"Managing Service Quality","volume":"125 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115338556","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：