经济国际化与政府服务创新和服务支出的相关性实证分析

本文通过对发达国家和发展中国家的经济国际化与政府服务创新和服务支出进行国际比较分析。结果表明,政府服务支出与经济国际化具有显著的相关性,其中发达国家和发展中国家的政府服务支出与对外贸易依存度具有显著正相关,发展中国家的政府服务支出与外商投资依存度成正相关,发达国家政府服务支出与对外直接投资发展具有显著正相关关系。为更好地促进我国对外直接投资发展,本文建议我国政府应加快完善我国对外直接投资的服务体系,增加我国对外直接投资的政府服务性支出。     

LOGISTICS SERVICE DRIVEN LOYALTY: AN EXPLORATORY STUDY

Based upon the extant literature and a qualitative study of buyer‐seller relationships, an exploratory model of the relationship between supply chain power, dependence, satisfaction, and loyalty is developed and presented. Four fundamental objectives are accomplished through this research and presented here. The first was to use a qualitative method to gain a deeper understanding of the logistics service driven loyalty that exists between suppliers and customers. The second was to develop a more thorough understanding of the gap in logistics service expectations between a supplier and their customers. The third objective was to examine how the power/dependence relationship affects both customer service expectations of the parties, and the actual logistics service delivered by the supplier. Finally, this research is intended to build a basis for future quantitative research of loyalty in supplier/customer relationships.     

The double-edged sword: The positive and negative effects of switching costs on customer exit and revenge

What happens when customers have to deal with switching costs after a service failure and a poor recovery? This study seeks to address this question by proposing and testing an integrative model that incorporates customers' negative emotions as mediators between switching costs and behavioral outcomes (i.e., loyalty and revenge). The model distinguishes positive from negative switching costs, and inward from outward negative emotions. Analysis of survey data from 280 real customers who actually experienced a service failure and poor recovery with a major telecommunications firm reveals that customers react to switching costs strongly, emotionally, and sub-optimally. In contrast to most findings in the service literature, the results indicate that negative switching costs generate both exit and desire for revenge. Paradoxically, positive switching costs generate both loyalty and an even higher level of desire for revenge. These findings have important implications for the service industry.     

采购战略管理如何提升国家与企业绩效

本文认为,采购管理是指需要采购的企业与供应商或供应市场之间的关系管理,对于企业和国家经济发展具有非常重要的作用,是国家和企业增强绩效的一种手段。加强采购管理,可以在企业与政府之间建立适当的合作模式,确保采购开支合理化,优化企业采购目标与金额,保证供货商提供最优质服务,提高市场分配决策过程的透明度,使客户与供应商在平等、公正的基础上进行合作,更好地表达企业或政府组织的需求及利益。文章提出,充分发挥采购职能,必须建立强有力的采购组织机构,提高采购部门级别;招聘专业的采购人员,提高采购人员的执行力;制定现代化和国际化的采购方法与流程;实施有效的采购战略等。     

Governance mechanisms for mobile service innovation in value networks

Service innovation often requires multiple organizations to work together in complex, dynamic networks. Existing literature shows that mechanisms like trust, power and contracts govern activities in organizational networks. Scholars rarely study how such a mix of mechanisms evolves over time, especially not in relation to different stages of service innovation. This paper connects a phasing model on service innovation to concepts of inter-organizational governance in value networks, by examining what governance mechanisms are in use during service development, implementation and commercialization. This study analyzes an international survey among operators, content providers and application developers in the Mobile Internet services domain, which is noted for its complex inter-organizational networks. The findings suggest that power-based governance is in use in the early stages of developing service concepts and technologies, while trust-based governance is in use during implementation, roll-out and commercialization. Contract-based governance is most common during implementation and roll-out.     

Governance and resource interaction in networks. The role of venture capital in a biotech start-up

This paper examines venture capital (VC) governance in innovation processes. The VC literature often presents the relationship between a VC firm and a start-up as dyadic and analyzes it with agency theory. In contrast, this paper deploys the resource interaction framework presented in Håkansson and Waluszewski (2002) to governance and innovation in networks. The paper reports an in-depth case study of Pyrosequencing, a Swedish biotech firm financed with VC. The results from this study reveal how the relationship between a VC and a start-up company is embedded in a wider network and how the governance of the VC spreads in the surrounding network and influences a start-up's possibilities to develop organizational and technical resource interfaces to critical counterparts such as suppliers and customers.     

SUPPLY CHAIN COLLABORATION AND LOGISTICAL SERVICE PERFORMANCE

Collaboration with external supply chain entities influences increased internal collaboration, which in turn improves service performance. This relationship may be the key to helping managers understand how best to facilitate behavioral change. The implication is that collaborating with customers and suppliers is a first step toward effective collaboration within the firm.     

Service innovation as a political process

Service innovation processes are driven by stakeholders in interaction and are understood and sketched as a value negotiation process that consists of an iterative process of securing potential value in service. While previous research has focused on service innovation as a harmonious closed system, our study explores service innovation as a political process in which stakeholders negotiate to create and secure future value. Data are collected through interviews and participant observations in four different case studies. Our study contributes to the field by illuminating service innovation as a political process and explaining how this is operationalized. The findings also contribute to an understanding of how stakeholder resources impact a chosen strategy; the resulting strategy’s impact on the service concept vis-à-vis its potential value; and how several involved stakeholders formulate, negotiate, and secure future potential value, which are the activities that drive a service innovation process.     

Leveraging perceived HPWS to improve service encounter quality in high-contact service industries

This study utilizes social exchange theory to explicate how perceived high-performance work systems (perceived HPWS) improve service encounter quality through overall justice and psychological contract fulfillment processes. We amassed survey responses from focal employees and their respective customers in three waves. Structural equation modeling was employed to test the impact of perceived HPWS on service encounter quality via overall justice and psychological contract fulfillment. Results from structural equation modeling affirmed a positive and direct association between perceived HPWS and service encounter quality. Additionally, the positive relationship between perceived HPWS and service encounter quality was uniquely and serially mediated by overall justice and psychological contract fulfillment. The current study makes a novel contribution by revealing how high-contact service organizations can leverage frontline employees' (rather than managers') perception of HPWS to optimize service encounter quality.     

How Does Inward FDI Hinder or Promote Outward FDI? Three Cases of Chinese Automotive Industry

In this paper we investigate the mechanisms underlying dynamic linkages between inward FDI and outward internationalization in the Chinese automotive industry. While several studies have examined the relationship between inward and outward FDI using empirical data, this is among the first to employ a case study approach to investigate how international joint ventures (IJVs) established between foreign and Chinese automakers can shape their internationalization motivation, degree, and speed. We discuss some unique features of Chinese carmakers with and without IJVs to elucidate how firms without IJVs will be more driven to expand internationally while firms with IJVs face constraints in venturing abroad.     

Perceptions of others,mindfulness, and brand experience in retail service setting

This study examines how the presence of other customers in a retail service environment influences an individual’s service brand experience (SBE). Previous research indicates individuals perceive other customers based on their similarity, overall physical appearance and behavior. Findings from this study show this perception of other customers (OCP) will influence an individual’s service brand experience. At the same time, a person’s state of mindfulness mediates the relationship between OCP and SBE and the resulting SBE has a positive influence on word-of-mouth. The results extend existing theory, present a number of managerial implications and provide a basis for further research.     

Interactions,innovation, and services

Although research has acknowledged the importance of supplier–buyer relationships for goods innovation, empirical evidence on the extent and nature of the effects of original equipment manufacturing (OEM) supplier–buyer relationships on service innovation remains scarce. Based on a survey of 152 suppliers in Taiwan, this study concludes that the interaction orientation of OEM suppliers is a key factor influencing the development of two competencies: joint innovation competence and cross-functional information dissemination competence. These two competencies contribute to OEM suppliers’ exploitative service innovation and explorative service innovation, respectively. In other words, applying a resource-based view, this study provides clarity regarding the linkages shown below (an organization’s strategic orientation influences its development of organizational capabilities and results in organizational performance) for the purpose of exploring the relationship between interaction orientation and service innovation.     

Customer Participation and Project Performance: The Mediating Role of Knowledge Sharing in the Chinese Telecommunication Service Industry

Purpose: Extant literature has devoted more attention to customer value co-creation and knowledge sharing, not only in business-to-customer (B2C) markets, but also in business-to-business (B2B) markets. This study explores and examines the antecedents and consequences of customer knowledge sharing in the context of B2B markets by applying the motivation-opportunity-ability (MOA) framework.

Methodology/Approach: This empirical study involves two structured surveys of project managers from both suppliers (n = 213) and customers (n = 312), which were conducted in the context of the Chinese telecommunication service industry. The conceptual model of this study was subsequently tested by developing Partial Least Squares (PLS) based structural equation models.

Findings: It was found that customer knowledge sharing is facilitated by four MOA factors: customer orientation, customer perceived benefits, customer socialization, and customer technological capability. It was determined that knowledge sharing has a direct and significant effect on project performance. Furthermore, the study revealed that such relationships vary across suppliers and customers.

Research Implications: This study extends the existing research stream of interfirm knowledge sharing by examining the antecedents and consequences of customer knowledge sharing from dual perspectives of customers and suppliers, and sheds light on the benefits of customer knowledge sharing. The dyadic perspective embodied in this design facilitates our understanding and management of knowledge sharing between organizations.

Originality/Value/Contribution: This article provides an important contribution to the existing literature of customer knowledge sharing by revealing how to effectively facilitate interorganizational knowledge sharing, particularly knowledge from customers to suppliers, and discovers conditions under which customers are more likely to exchange information, and share knowledge with their suppliers from the dyadic perspective.     

Learning and innovation of Chinese firms along the paths of “Bring In” to “Go Global”

Over the past several decades, the “Bring In” and “Go Global” policies implemented in China have encouraged an unprecedented level of investment in and out of the country, creating unique opportunities for Chinese firms to learn and innovate along the paths of inward and outward internationalization. The international business (IB) literature has yet to satisfactorily explain what has been learnt by the Chinese firms and whether and how their learning and innovation have taken place over time. This special issue examines the specific content, nature, mechanisms, processes, and internal and external conditions and contexts of learning and innovation of Chinese firms during the course of inward and outward internationalization. We provide an overview of the “Bring In” and “Go Global” policies, assess the current state of the field, and explicate how the research articles in the special issue contribute to the understanding of learning and innovation of Chinese firms along the paths of inward and outward internationalization.     

Robust services: People or processes?

Service systems are inherently subject to variability, whether through customers, service providers, suppliers, or unexpected events. Yet, customers demand excellence and consistency regardless of this variability. In general, there are two ways to handle this variability: with people or with processes. We use the concept of robustness to describe these two approaches, address when one or the other might be appropriate, and discuss how and why one might transition from one approach to the other. Robust people and robust processes within a system can inform and build upon one another in a cycle that mirrors that of continuous improvement. Investing in this cycle can help an organization move toward a system that relies more on robust processes and less on hiring and training robust people, allowing the organization to be scalable while simultaneously creating new opportunities for incumbent robust people.     

In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?

Integrating social exchange and psychological contract theories, this study examines how perceived service-oriented high-performance work systems (service-oriented HPWS) augment high-contact service organizations to improve their service encounter quality. In addition, it also tests the impact of psychological contract fulfillment, innovative work behavior, and prosocial service behavior as parallel and serial mediating variables in the relationship between service-oriented HPWS and service encounter quality. Using survey data collected in three-time lags from 394 full-time frontline employees and their customers across high-contact service contexts, direct and indirect effects of service-oriented HPWS on service encounter quality were tested employing structural equation modeling. The results revealed that service-oriented HPWS is positively associated with service encounter quality via psychological contract fulfillment, innovative work behavior, and prosocial service behavior. The study contributes to the extant literature by integrating social exchange and psychological contract theories in explicating the impact of service-oriented HPWS on service encounter quality.     

Leveraging employee emotional intelligence in casino profitability

Drawing on the link between service quality and casino profitability, this paper describes the roles of frontline employees in delivering casino service quality and analyses how management can nurture employee emotional intelligence's (EEI) contribution to casino revenue growth. This study is conceptual in nature. The analysis builds from identifying the emotional contents embracing service encounter involving casino frontline employees and customers. The identification area approaches from emotional work performed by employees, referred to as emotional labor, the emotional service delivered by casinos, customer attributed emotions and emotional contagion. The study comprehensively analyses how EEI can manage and regulate emotionally charged service encounters which subsequently affect customers’ perception of employee behaviours and service performance over service encounters. These encounter performance forms customers’ perception of casino service quality which leads to customer loyalty and ultimately casino profitability. This theory-focused study presents an additional venue with great potential for casinos to enhance business performance and financial growth, as well as providing new insights into the role of EEI in organizations for researchers in the relevant field.     

Examining human resource practice outcomes and service innovation

This study sought to examine the relationship between human resource practice outcomes and service innovation. It also examines the moderating role of knowledge sharing in the relationship between workplace friendship and service innovation, as well as the mediating role of knowledge sharing in the relationship between job satisfaction and service innovation. The study employed survey research design. The respondents were selected from across the service industry in Ghana using convenience sampling technique. Items measuring the constructs were adapted from extant literature. Confirmatory factor analysis was performed to ascertain the validity of the measurement model. Hierarchical regression was used to analyse the data. The results show that knowledge sharing, job satisfaction, workplace friendship, and employee commitment predict service innovation. However, the interaction of workplace friendship and knowledge sharing has no effect on service innovation. Similarly, the moderation of employee commitment and job satisfaction did not make any contribution to service innovation. The findings imply that service firms must create a friendly working environment, ensuring that employees are satisfied in order to promote service innovation. It also implies that service firms must promote social activities that encourage knowledge sharing, but these social activities must relate to employees’ job.     

The multiple effects of service innovation and quality on transitional and electronic word-of-mouth in predicting customer behaviour

In the service industry, word of mouth (WOM) has become an important indicator for influencing customer behaviour and developing marketing strategies. The current study develops a new theoretical model to analyse the moderating mechanism of electronic WOM, and further considers a multiple mediation analysis of how service innovation may influence in-person word of mouth (WOM) through service quality and brand loyalty. The results show that managers need to focus on WOM to improve customer service quality perception and encourage revisits. A study of 939 customers of a famous hotpot restaurant provides supporting evidence for this moderated mediation analysis. This study also discusses how this intriguing design of moderated mediation could be clarified using regulatory focus theory and further literature.     

Chatbots and service failure: When does it lead to customer aggression

Artificial intelligence technology is changing the way services are delivered and introducing opportunities for new sources of service failure. The purpose of this paper is to examine how customers might respond (emotion- or problem-focused coping) to service failure of a chatbot when there is an option to interact with a human employee. Using data from 145 participants, we found that in a chatbot service failure context, telling a customer late in the service interaction that a human employee is available to help leads customers to engage in emotion-focused coping, resulting in customer aggression. The positive relationship between late disclosure and emotion-focused coping occurs with those who perceive low customer participation whereby they do not believe they are overly involved in co-producing and co-delivering the service. This research demonstrates how chatbot service failure in a service encounter can produce different effects on customers’ intention to engage in aggression.