首页 | 本学科首页   官方微博 | 高级检索  
相似文献
 共查询到20条相似文献,搜索用时 78 毫秒
1.
本文采用情景模拟法和以美发服务失误为例,测评了服务失误归因对消费者情绪和行为的影响,结果发现,当服务失误归因于服务供应商时,消费者外在负面情绪、抱怨行为和转换行为最高;当归因于顾客时,消费者内在负面情绪最高;当归因于第三方时,消费者内在负面情绪、外在负面情绪、抱怨行为和转换行为皆处于以上两类归因之间。这一结论填补了理论界在此领域的研究不足,并能有效指导服务企业制定补救策略。  相似文献   

2.
采用情景模拟法,运用心理账户理论及归因理论,分别测评了消费者在网购过程中,服务协作商快递公司服务失误类型(结果失误、过程失误、交互失误)及快递公司选择来源(网店默认、顾客选择)对服务主供商网店的顾客满意和忠诚的影响。研究发现:快递公司服务失误类型及快递公司选择来源对网店的顾客满意和忠诚具有显著差异影响,表现为:无论是网店默认的快递公司还是顾客自己选择的快递公司,快递公司过程失误对网店的顾客满意和忠诚的负向影响程度最大,其次是结果失误,最后是交互失误;无论是结果失误、过程失误还是交互失误,网店默认的快递公司造成的服务失误对网店顾客满意和忠诚的负向影响程度要大于顾客自己选择快递公司造成的服务失误对网店顾客满意和忠诚的负向影响程度。  相似文献   

3.
刘小禹 《经济科学》2015,(2):117-128
本研究基于三家餐厅的396名员工和顾客的配对数据,发现顾客服务前积极情绪会对顾客服务后对员工的信任有正向影响;员工在服务过程中的积极情感传递,会加强顾客服务前积极情绪与顾客信任之间的关系。而以上调节效应又进一步受到员工情绪劳动的影响,深层扮演的员工,如果传递积极情感,则最能强化顾客积极情绪与他/她对员工信任之间的关系。当顾客服务前积极情绪、员工积极情感传递和深层扮演程度都最高时,顾客对员工的信任最强。顾客对员工的信任会对顾客的再顾意向有正向的影响,并会中介顾客服务前积极情绪与顾客的再顾意向之间的关系。  相似文献   

4.
本研究通过以银行服务为背景的实证分析考察了服务接触中的员工沟通行为对顾客情感和行为反应的影响。分析结果显示,服务接触中,员工不当的语言沟通可能诱发顾客的消极情绪;举止体态和辅助语言等非语言沟通因素对于顾客积极和消极情感反应均具有显著的影响;员工身体外貌、打扮和服饰等方面的特征在影响顾客情感反应中更像是一个激励因素,这方面的欠缺不会给顾客情绪造成太大负面影响,但在促进顾客积极情绪的形成方面则发挥着积极作用;顾客的情感反应会直接影响到他们参与协作生产、与员工进行互动的行为意愿。  相似文献   

5.
张敏 《科技进步与对策》2013,30(11):144-148
通过情景实验,对建设性争辩、团队情绪与团队成员创新行为之间的互动影响和调节效应进行了实证研究。HLM研究结果显示:团队积极情绪有利于个体创新,而团队消极情绪对创新行为影响并不显著;建设性争辩在创新想法产生和创新行为实现过程中发挥了积极作用;团队积极情绪在建设性争辩与个体创新行为之间发挥正向调节作用,团队消极情绪在建设性争辩与个体创新行为之间产生负向调节影响。营造积极的团队情绪氛围,培养良好的情绪体验,引导和发挥建设性争辩的积极作用,能够将情商教育与创新教育有机融合,提高创新能力。  相似文献   

6.
服务失败的顾客归因及其启示   总被引:3,自引:0,他引:3  
顾客对服务失败之归因结果影响并决定着顾客行为。本文在解析顾客对服务失败之归因过程的基础上,探讨了归因结果对顾客行为动机的影响,并据此提出几点改善服务补救工作的启示。  相似文献   

7.
顾客—员工权力的不对称,为提交或解决问题,绝大多数顾客以消极情绪结束服务交互。依据情绪认知评价理论和资源保存理论,通过整合相关文献,采用问卷调查法对348名顾客—员工的配对调查,探讨了顾客—员工消极情绪感染机制。研究结果表明:(1)顾客消极情绪通过员工感知顾客公平对员工情绪劳动产生影响;(2)员工集体主义倾向、组织服务氛围能够缓解顾客消极情绪对员工感知顾客公平的影响。此外,在对研究结果进行讨论的基础上,为服务性企业如何预防及应对顾客消极情绪提供了相应的建议。  相似文献   

8.
本文专注于不同性质老顾客价值的研究,基于归因理论将老顾客异质性引入"承诺-信任"模型,重新构建了专门针对老顾客保留意愿内在机制的理论模型。本研究利用833个有效样本进行了实证检验,结果表明,普通老顾客与被赢回顾客因性质的不同而存在显著差异,被赢回顾客不仅较普通老顾客的价值更高,而且其顾客价值波动更小;就老顾客而言,顾客满意通过顾客信任和顾客承诺对顾客保留意愿起中介作用;被赢回顾客保留意愿的内在路径关系强度显著高于普通老顾客。此外,本研究能够为企业在实践中有效保留顾客以及实施精细化的顾客关系管理提供决策依据。  相似文献   

9.
谭刚  王毅  熊卫 《经济管理》2006,(8):24-31
本文基于顾客知识的视角,从消费者归因的内部驱动因素出发,通过文献回顾和航空旅客对航班延误归因过程的实证分析,建立并验证了“知识-归因”模型。研究证明了顾客知识对归因结果的显著影响,并且验证了信任在归因过程中起到了重要的作用。  相似文献   

10.
研究了组织中员工的积极情绪和消极情绪在支持环境下相互作用,共同影响组织主动遗忘的过程。在综合前人研究成果的基础上提出以下假设:当主管提供了支持组织主动遗忘的环境以及组织中积极情绪较高时,组织中的消极情绪与组织主动遗忘有强正相关性;当组织提供支持性环境以及组织内积极、消极情绪都很高时,组织主动遗忘水平最高。并提出了提供启发性反馈、互动性公平、为下属所信赖3种支持主动遗忘的组织环境。  相似文献   

11.
知识隐藏是知识管理领域的前沿主题。尽管已有研究探讨了知识隐藏的影响因素,但从组织情境视角探究员工知识隐藏影响因素的研究并不多。鉴于此,基于情感事件理论,探讨竞争氛围感知对员工知识隐藏的影响机制,尤其是消极情绪的中介作用以及员工竞争特质、公众自我觉知的调节作用。结果表明:①竞争氛围感知对员工知识隐藏具有积极影响,员工消极情绪在其中发挥部分中介作用;②员工竞争特质对竞争氛围感知与员工消极情绪关系存在调节作用;③员工的公众自我觉知在消极情绪与知识隐藏关系中发挥调节效应;④员工竞争特质和公众自我觉知共同调节消极情绪对竞争氛围感知与知识隐藏关系的中介作用,即当员工的竞争特质和公众自我觉知同时较低时,该中介作用更强,反之更弱。  相似文献   

12.
根据情感事件理论,探究苛敛型导师影响研究生科研创造力的情感作用机制及边界条件。采用层级回归和Bootstrap法,对来自北京、上海、广东三地的342份全日制研究生数据进行分析,结果表明:①苛敛型导师与科研创造力显著负相关;②消极情感在苛敛型导师与科研创造力之间起部分中介作用;③敌意归因偏差不仅显著调节苛敛型导师与消极情感的关系,而且显著调节消极情感在苛敛型导师与科研创造力之间的中介作用,即敌意归因偏差越高,苛敛型导师对消极情感的促进作用越大,进而显著抑制科研创造力。  相似文献   

13.
The authors use facial emotion recognition software to quantify CEO mood. Anger or disgust motivates a CEO to work harder to improve his or her situation; thus firm profitability improves in the subsequent quarter. Happy CEOs are less likely to work on hard or unpleasant tasks; thus profitability decreases in the subsequent quarter. In the short term, fear explains the firm's announcement period market performance. However, fear is transient and performance improvement is short term.  相似文献   

14.
John Stuart Mill has traditionally been portrayed as self-contradictory and failing to construct a unified social theory. Recent scholarship, however, has challenged this view, finding Mill's work to be creatively synthetic in bridging the antinomies inherent in liberal democratic thought. This revisionist interpretation of Mill is advanced by an understanding of his theory of justice and its role in shaping his policy positions on issues such as welfare, education, voting rights, property rights, taxation, government intervention, and the future of capitalism.  相似文献   

15.
Arik Hesseldahl In the aftermath of the September 11 attacks, U.S. officials quickly turned their attention to other potential targets, including California's Golden Gate Bridge. What would happen if terrorists took down the bridge between San Francisco and Marin County? How much of the region would be affected and for how long?  相似文献   

16.
中国拥有世界五分之一强的人口 ,收入又在迅速增长。因此 ,国际上很自然地会考虑或推测她在今后的几十年是否有能力养活自己。中国的人口预计将从 2 0 0 0年的 1 2 8亿增长到 2 0 2 0年的 1 4 6亿 ,和 2 0 3 0年的 1 4 9亿。与此同时 ,人均收入的增长将导致对家畜和鱼类产品更大的需求 ,因而对饲料的需求也将有很大的增长  相似文献   

17.
Abstract

The purpose of this paper is to introduce explicitly pleasure and belief in what aims at being a Humean theory of decision, like the one developed in Diaye and Lapidus (2005a). Although we support the idea that Hume was in some way a hedonist – evidently different from Bentham's or Jevons' way – we lay emphasis less on continuity than on the specific kind of hedonism encountered in Hume's writings (chiefly the Treatise, the second Enquiry, the Dissertation, or some of his Essays). Such hedonism clearly contrasts to its standard modern inheritance, expressed by the relation between preferences and utility.

The reason for such a difference with the usual approach lies in the mental process that Hume puts to the fore in order to explain the way pleasure determines desires and volition. Whereas pleasure is primarily, in Hume's words, an impression of sensation, it takes place in the birth of passions as reflecting an idea of pleasure, whose “force and vivacity” is precisely a “belief”, transferred to the direct passions of desire or volition that come immediately before action. As a result, from a Humean point of view, “belief” deals with decision under risk or uncertainty, as well as with intertemporal decision and indiscrimination problems.

The latter are explored within a formal framework, and it is shown that the relation of pleasure is transformed by belief into a non-empty class of relations of desire, among which at least one is a preorder.  相似文献   

18.
This article seeks to evaluate the appropriateness of a variety of existing forecasting techniques (17 methods) at providing accurate and statistically significant forecasts for gold price. We report the results from the nine most competitive techniques. Special consideration is given to the ability of these techniques to provide forecasts which outperforms the random walk (RW) as we noticed that certain multivariate models (which included prices of silver, platinum, palladium and rhodium, besides gold) were also unable to outperform the RW in this case. Interestingly, the results show that none of the forecasting techniques are able to outperform the RW at horizons of 1 and 9 steps ahead, and on average, the exponential smoothing model is seen providing the best forecasts in terms of the lowest root mean squared error over the 24-month forecasting horizons. Moreover, we find that the univariate models used in this article are able to outperform the Bayesian autoregression and Bayesian vector autoregressive models, with exponential smoothing reporting statistically significant results in comparison with the former models, and classical autoregressive and the vector autoregressive models in most cases.  相似文献   

19.
In principle, we want regulatory programs to be based on current realities, as reflected for example in the best knowledge of relevant experts. That would imply that old rules now on the books should be consistent with today's knowledge base, not just what was known when a rule or standard was originally set. This paper reports on a survey of US programs, examining how often existing rules are actually updated in light of better knowledge, and identifies five programs that attempt to make policy routinely adaptive. These programs exhibit what we term Planned Adaptation: they both revise rules when relevant new knowledge appears, and take steps to produce such improved knowledge. While Planned Adaptation is rare, it is used in several nationally prominent programs, including air pollution, airplane safety, and drug safety. Planned Adaptation is a policy tool that deserves more attention.  相似文献   

20.
Synopsis Classification is an important activity that facilitates theory development in many academic disciplines. Scholars in fields such as organizational science, management science and economics and have long recognized that classification offers an approach for ordering and understanding the diversity of organizational taxa (groups of one or more similar organizational entities). However, even the most prominent organizational classifications have limited utility, as they tend to be shaped by a specific research bias, inadequate units of analysis and a standard neoclassical economic view that does not naturally accommodate the disequilibrium dynamics of modern competition. The result is a relatively large number of individual and unconnected organizational classifications, which tend to ignore the processes of change responsible for organizational diversity. Collectively they fail to provide any sort of universal system for ordering, compiling and presenting knowledge on organizational diversity. This paper has two purposes. First, it reviews the general status of the major theoretical approaches to biological and organizational classification and compares the methods and resulting classifications derived from each approach. Definitions of key terms and a discussion on the three principal schools of biological classification (evolutionary systematics, phenetics and cladistics) are included in this review. Second, this paper aims to encourage critical thinking and debate about the use of the cladistic classification approach for inferring and representing the historical relationships underpinning organizational diversity. This involves examining the feasibility of applying the logic of common ancestry to populations of organizations. Consequently, this paper is exploratory and preparatory in style, with illustrations and assertions concerning the study and classification of organizational diversity.  相似文献   

设为首页 | 免责声明 | 关于勤云 | 加入收藏

Copyright©北京勤云科技发展有限公司  京ICP备09084417号