Online relationship marketing and affective customer commitment – The mediating role of trust

The pervasive use of information technology has implications for consumer relationship management among financial services organisations. There is a need for increased understanding of how digital channels might influence the development and maintenance of firm–customer relationships and in particular the role of the Internet upon commitment and trust outcomes. Thus, this research aims to determine the relationship between online relationship marketing practices and affective customer commitment, and how this relationship is mediated by online channel trust. Data were collected from 200 online retail bank customers and Structural Equation Modelling was used to test the impact of five key online relationship marketing practices on affective commitment, and how trust mediates these relationships. We found that advocacy and collaboration have a direct relationship with affective commitment, while trust mediates the influence of engagement and personalisation on affective commitment. The article highlights the significance of trust in technology when using online channels to build customer relationships.     

信托项目风险成因与处置方法研究——基于26个信托风险事件

随着信托行业资产规模的不断扩张,部分信托项目风险事件也暴露出来。在刚性兑付文化以及信托公司的社会影响力尚不稳定的情况下,加强信托项目风险处置对于信托公司提出了较高的要求。基于26个信托项目风险事件以及信托公司风险管理实践的研究发现,尽职调查不完善、信托项目过程管理流于形式以及交易对手不诚信等是信托项目出现风险的重要原因。风险处置手段包括延长信托项目期限和提前终止等措施,信托公司需要通过恰当的风险处置手段保护投资者利益。未来,信托公司需提高风险管理水平和能力,进一步防范信托风险事件发生。     

Trust Beneficiary Protection,Ownership Structure,and Risk Taking of Trust Corporations: Evidence from China

In this article, the influence of trust beneficiary protection on the risk-taking level of trust companies is examined by using a sample of 45 trust companies from 2006 to 2012. Quantified assessment indicators are established to evaluate the protection of trust beneficiaries. The results show that concentrated ownership reduces risk taking in state-controlled trust companies. And in regions with better legal systems, the inhibition of beneficiary protection over trust company risk taking is stronger. Additionally, further analysis shows that risk taking is beneficial to the performance of trust companies, and inertia is observed in trust company risk taking.     

关键审计事项与公司业绩

在审计报告中增加关键审计事项段落,丰富了审计报告的信息含量,提升了审计报告作为桥梁的沟通价值。本文利用2017年上市公司年报审计的相关数据,研究披露关键审计事项对于公司业绩的影响,并进一步探究股权性质和内部控制质量在二者关系中的作用。本文研究发现,披露关键事项越多,公司业绩越差,由于国有企业具有更多的政策扶持和资源优势,披露关键事项与公司业绩的负相关关系较弱,高质量的内部控制水平可以提高公司的风险防控水平和决策质量,提升投资者的信任程度,因此披露关键审计事项与公司业绩之间的负相关程度较弱。     

公司法如何面对家庭秩序———以一个家族公司的裁判为例

主流公司法理论强调公司的经济属性,突出章程、正式治理以及程序规则在公司治理中的 作用。但是,具有亲属关系的股东控制的家族公司具有明显的关系与伦理维度,存在不同于普通公司 的治理机制与目标。家族公司的本质属性是关系嵌入性,亲属关系在家族公司中具有工具与目的双 重价值。家族公司的关系治理延续了家庭成员间的互动模式,受到家庭成员间社会规范的约束。在 典型的家族公司中,家族股东之间在权力与利益的分配上遵循利他主义、信任与互惠规范,这些规范 抑制了契约式谈判,维系了家族股东的强人合性,降低了交易成本,但会产生事后背信的风险。在解 释家族公司个案的事实与行为时,法官面临家族逻辑与公司逻辑之间的紧张对立,需特别分析案件发 生的背景与当事人的身份关系。在处理家族股东之间的内部利益纠纷时,应该充分考量信任与互惠 规范的法律价值,保护当事人的合理期待,以抑制事后的机会主义。基于索源公司案中家庭成员间的 特殊期待与信任,直接适用公司法上的默认规则会破坏家庭成员的共识,应该适用诚实信用原则填补 漏洞,以实现家族公司个案的正义,也体现公司法对信任等社会规范的尊重。     

信任水平、组织结构与企业内部控制制度设计研究

内部控制作为企业内部重要的激励约束制度安排,其控制制度的选择与设计究竟受到哪些因素的影响?究竟如何提高内部控制的效率,理论界较少研究这些问题。本文在简要分析中航油新加坡公司内部控制制度失败的基础上,从历史与现实多个方面具体分析了信任水平、组织结构与内部控制制度设计之间共生互动的联系,信任水平与组织结构对内部控制制度设计与选择确定具有重要影响。笔者认为,不同形式的组织结构,信任水平不同,应该按照不同的组织结构和信任水平特征,设计或者选择与之相适应的、具有效率的内部控制方式及其实现路径。     

信托受益权登记背景下的信托产品销售决策变化及影响——基于不同渠道偏好和成本的视角

信托受益权的登记细则出台及国内信托受益权账户系统的上线,对信托产品的销售渠道产生影响。通过模型构建,研究新制度背景下服务水平变化对信托公司销售成本的影响,并推导出直销和代销两种渠道的市场份额会发生变化,信托公司直销的市场份额将增加,由第三方财富公司代销的市场份额将逐步减小。销售渠道的改变会降低信托融资的总成本,从而会对信托业以及整个金融监管模式产生积极影响。     

Factores determinantes de la lealtad al proveedor de servicios turísticos online

The aim of this study is to analyze the factors determining loyalty towards online tourist services supplier with a model which integrates the influence of trust in tourism websites with the conceptual framework of the Theory of Planned Behaviour (TPB). The hypotheses were tested on a sample of 305 airline travel tickets online purchasers, with the use of structural equation models. The results of the empirical study suggest that the three variables of TPB (perceived control, subjective norm and attitude) positively influence loyalty towards Internet use to purchase airline tickets. The role of trust is especially relevant as it also boosts the effect of TPB variables. Finally, a set of managerial implications are considered.     

Online social networks and corporate investment similarity

This paper analyzes the relationship between online social networks and inter-firm investment similarity. Using mutual friendships of senior officers on Sina Weibo as proxies for online social connections, we find that companies, whose senior officers share online connections, exhibit more similar levels of capital investments. In addition, the baseline result is robust in subsamples of senior officers' first like on Weibo, and continue to hold for a battery of robustness and endogeneity tests. One possible underlying mechanism through which social networks influence corporate investment similarity is that senior officers learn privileged information from their social connections, which is supported by examining the interaction effect of analyst coverage and online social connections. We further show that this investment similarity is more pronounced in the condition that company pairs are connected by more reputable senior officers, or in the case of under-investing.     

机构投资者持股能提高上市公司会计信息质量吗?——兼论不同类型机构投资者的差异

本文以2006-2009年深圳A股上市公司为研究样本,实证检验了机构投资者总体以及各类型机构投资者持股对会计信息质量的影响。结果发现,机构投资者总体持股降低了财务报告可靠性,但能提高信息披露透明度。分类来看,证券投资基金、保险公司、社保基金和QFII等持股不影响财务报告可靠性,但能提高信息披露透明度;一般法人持股降低了财务报告可靠性,特别是加大了公司向下盈余管理程度,但不影响信息披露透明度;信托公司持股既不会影响财务报告可靠性,也不会影响信息披露透明度。结果表明,不仅机构投资者总体对上市公司会计信息质量影响的渠道不同,而且不同类型机构投资者对上市公司会计信息质量影响的渠道也存在差异。     

Customer emotional regulation and relationship quality: Evidence from the banking industry

The aim of this paper is twofold: first to examine the extent to which customer perceptions of employee deep/surface acting influence customer deep/surface acting; second to assess the degree to which customer deep/surface acting strengthens/weakens the level of relationship quality (RQ). Survey data were collected from (291) respondents from 13 banks located in Jordan. Two key findings emerged from the current study. First, when customers encountered authentic employees (i.e., deep acting), they were more likely to modify their internal feelings to match the required displays, and less likely to express unauthentic emotions. On the other hand, when customers encountered unauthentic emotions, they were less likely to express unauthentic emotions. Second, customer deep acting is found to be positively associated with relationship satisfaction, commitment, and trust, whereas customer surface acting is negatively associated with relationship satisfaction and trust. This study adds to the body of knowledge on the antecedents of RQ through identifying customer emotional regulation as a key determinant of that.     

审计委员会与审计质量——来自中国A股市场的经验证据

本文以中国2004年—2005年期间获得无保留审计意见的A股上市公司为研究样本,采用截面Jones模型估计出的公司操纵性应计利润(盈余管理)的绝对值作为审计质量的衡量指标,考察了审计委员会与审计质量之间的关系。研究发现,在控制了"会计师事务所规模"、"公司是否面临退市风险"、"审计意见是否带强调事项"、"公司经营活动现金流"、"公司盈余数量"、"年度"等指标后,设立审计委员会的公司的盈余管理绝对值显著比未设立审计委员会的公司小,这说明审计委员会能够显著的提高审计质量。进一步研究发现:审计委员会的成立时间越长,审计质量越高;审计委员会在2005年的作用比2004年更加显著。     

基于外部信息的信托公司 信用风险压力测试案例分析

鉴于目前信托公司在压力测试方法应用上的缺乏,本文基于宏观经济变量与不良 贷款率的相关性,建立了宏观经济波动冲击对信托公司信用风险影响的压力测试方法,并以某 信托公司为例进行案例分析。该压力测试方法较为有效地测试出了某信托公司面临极端压力情 景时的风险承受能力。为提高压力测试的精确度,可结合业务的行业结构进行多个压力测试, 并按业务比例进行加权汇总。     

Social trust and the demand for audit quality

Our study explores the association between social trust and the demand for audit quality. We argue that social trust reduces the demand for audit quality because it mitigates agency problems. By exploring Chinese listed firms, we find that firms in regions with higher social trust are less likely to choose big auditors, suggesting that higher social trust is associated with lower demand for audit quality. This finding arises because social trust disciplines managers by creating norms and relational networks to constrain opportunistic behaviors. Moreover, firms in high-trust regions have higher financial reporting quality, and the influence of social trust is more pronounced for firms with severer agency problems. Our results suggest that social trust allows firms to rely less on quality audits.     

Does trust in the bank build trust in its technology-based channels?

Trust appears as an important factor for the adoption of technology-based distribution channels. This paper investigates the construct of trust and its antecedents in the context of technology-based distribution channels, such as ATMs, the internet and phone banking. Specifically, it tests the role of trust in the bank in building trust in these channels. It reports findings from a retail bank customer survey, which revealed two dimensions of trust, affective and cognitive trust, and the significant role of three variables in forming trust in these channels: trust in the company, reputation of the company and disposition to trust. Implications of further research on understanding the antecedents of trust towards channels as well as managerial recommendations on how to build such trust are discussed.     

How to lengthen,deepen and broaden customer–firm relationships with online financial services?

This study aims to examine the influence of online relationship marketing on consolidating online customer–firm relationships. Through developing an empirical model, this research explores the links between online relationship bonds (financial, social and structural bond), online relationship satisfaction and commitment, and online relationship length, depth and breadth with the online financial services. Data from 686 online customers of a security corporation indicates that online relationship bonds influence online relationship satisfaction and commitment, except for the link between financial bond and relationship commitment. Results also identify that online relationship satisfaction influences relationship length and depth, whereas online relationship commitment has a positive impact on relationship length, depth and breadth. In sum, this study concludes that financial bond is the most important attribute in enhancing online relationship length, whereas structural bond contributes a lot to online relationship depth and breadth.     

Online banking services: a meta-analytic review and assessment of the impact of antecedents and consequents on satisfaction

This paper provides a meta-analysis of the generalizations in the relationships between the antecedents and consequents of satisfaction with online banking services. In total, 118 observations were analysed, with a sample of 49,607 respondents in 39 published articles from studies indexed in ten databases (Jstor, Emerald, PsycINFO, Taylor & Francis, Elsevier Science Direct, Scopus, ProQuest, SciELO, Google Scholar and EBSCO). Specifically, for the data analysis, we used the correlation coefficient r (plus χ², f test, t test, z test and β values). The results showed that constructs related to uncertainty, as evoked by online devices, system performance, quality of device content and online banking device structures, are significant and positive antecedents of consumer satisfaction. We also found that satisfaction with online banking services promotes trust and loyalty. Finally, we also detected that the relationship between reliability, satisfaction and service quality is stronger among Western banking consumers.     

How can firms repair their reputations when they discover information technology control material weaknesses?

We examine the effects of information technology material weaknesses on a firm’s reputation by examining how management’s actions before and after disclosure influence investors’ trust in management and perceptions of investment risk. Specifically, we look at the influence of: 1) management taking responsibility for an information technology material weakness, and 2) replacing the CFO with someone with technology expertise. We find that management taking responsibility for a material weakness does not lead to increased trust in management before or after remediation. However, investors perceive more favorable market reactions to remediation when management had previously taken responsibility for the control weakness. Further, we find that replacing the CFO with someone who has technology expertise results in increases in investor trust and improvements in perceptions of investment risk after control weakness remediation. This suggests the importance of sending clear signals to investors that the company is hiring managers with appropriate technology expertise.     

信托公司“刚性兑付”手段和潜在风险分析

2014年7月8日,中国信托业协会发布了《中国信托业发展报告（2013-2014）》,《报告》称,困扰信托业多年的“刚性兑付”问题已经开始显现负面作用。但根据68家信托公司发布的2013年年报,对兜底问题仅陕国投一家信托公司做出了相关表述。信托公司的刚性兑付具有隐蔽性的特点,不利于金融管理政策的制定实施和信托市场的健康发展。本文对信托公司“刚性兑付”的手段和潜在风险进行梳理,并提出建议,以期对逐步打破“刚性兑付”有所裨益。