Service with improper requests: How fellow customers interpret Employee's judgment call

In this paper, we examined the impact of different judgment calls by service personnel on service satisfaction, in response to inappropriate requests from customers. Based on the stereotype content model, we propose that employees servicing with these requests are often evaluated on two fundamental dimensions, warmth and competence, and the accessibility of one dimension over the other determines overall service satisfaction of fellow customers. Through three experiments, the current research shows that fellow customers perceive service employees who consent to an improper request as higher in warmth but lower in competence than those who reject the request. However, when the compliance has serious consequences for a fellow customer, this negatively affects the competence evaluation but not the warmth evaluation, which in turn reduce customer satisfaction. When the focal customer suffers from the serious consequences, this positively affect both competence and warmth perception, which in turn enhance fellow customer satisfaction. This research could be used to identify ways to handle improper requests made by customers.     

外语教学法分析及其启示

本文通过对十种外语教学法的产生过程、原则及其优缺点的分析，从中得到有益的启示：外语教学法是依据不同的语言学、心理学、教育学、哲学等理论来建立自身的理论，所以它们自然会强调这些学科的不同的侧面。因此，我们要择善而从、博采众长，从实际出发，因材施教，灵活运用。     

盈余管理与企业竞争力

本文以盈余管理的客观性和中性的价值取向为基础,初步探讨了目前我国盈余管理的相关问题及对策,认为盈余管理对提高企业竞争力有着积极的作用,只有认识盈余管理的积极作用并加以正确的引导,对其有害的部分加以监控或治理,才有利于提高企业的竞争力,以确保企业可持续发展的战略。     

知识管理对核心能力的创造过程和数理证明--基于核心能力创新模型的研究

目前，学界对于核心能力和知识管理两者关系的研究，大多数仅仅是逻辑推导，而缺少理论体系的构建和严格的数理证明。本文从核心能力要素一层次模型构建着手，通过对知识管理中组织行为、个人行为与核心能力的相关作用机理进行研究，建立了核心能力一知识管理价值创造机理模型，并从组织行为和个人行为两个方面对该模型进行了数理证明。     

能力资产信息披露探析

本文针对目前财务报告改进讨论中存在没有考虑会计要素影响的缺陷,提出资产要素的研究应成为财务报告改进的起点。认为在资产要素的研究中,应充分考虑企业价值创造的充分条件——企业能力。在引入企业能力对会计资产进行修正的基础上,提出了能力资产概念,同时还分析了能力资产的披露模式。     

企业家能力与企业成长:基于中国经验的实证研究

本文基于国内277家企业调查的数据,确定了测量中国企业家能力的四个维度:战略能力、管理能力、政府关系能力和社会关系能力,并对企业家能力差异性之根源,以及企业家能力对企业成长的贡献进行了分析。经验数据表明:企业家能力的发挥将受到经济结构和企业家背景因素的影响,尤其是后者的影响更为显著;相对于战略能力和管理能力,企业家的关系能力对企业成长的贡献出现一定程度的弱化;企业家对企业绩效的直接贡献十分有限,其主要功能在于培育组织能力。     

The cognitive and the action-oriented elements of competence along the innovation process – evidence from R&D teams in the medical equipment sector

Abstract

Organizations are constantly searching for ways to enhance their innovative capacity and to sustain their competitive advantage. Much of the literature focuses on knowledge as the key driver for this pursuit. Unlike other studies, we define experience and knowledge as two basic elements of competence by borrowing from the experiential and cognitive learning theories and contrast their impact on the innovativeness of R&D teams. Building on the competence based perspective, we posit that the differences in competence inputs explain variations in team innovation performance along the innovation process. To test our assumptions, we analyzed the aggregated knowledge and experience levels for different technology competences of 868 employees in 49 R&D teams in a large contract-engineering corporation in the medical equipment sector. The findings reveal that technology experience is particularly fruitful within innovation implementation and is a driver for successful market introduction. The research contributes to the understanding when competence elements are especially important.     

苏州旅游服务贸易竞争力影响因素的实证研究

本文运用实证的方法分析了苏州旅游服务贸易竞争力的影响因素，得出了友好城市个数和星级饭店数量是影响苏州旅游服务贸易竞争力的结论，提出了政府要扩大友好城市数量、加深友好城市合作空间、提高扩大旅行社数量、提高国际旅行社服务质量等对策和建议。     

Marketing of competence: Exploring the resource-based content of value-for-customers through a case study analysis

In this article, we propose a competence-based view of value-for-customer in business markets. While literature in both strategy and marketing has provided many insights to understand the competence-based roots of value creation, the interface between the two areas is still largely unexplored. Moreover, while the notions of competence exchange and value creation feature strongly in the relational perspective, they occur only once relationships have been established. This begs the question whether competencies could be developed outside established relationships, and then marketed to guide customers' buying behavior. Basing on three case studies from the yarn manufacturing, IT systems, and automotive components industries, we identify key features of competence-based marketing: the alignment of supplier's competencies with the customer's business processes, the experiential communication of supplier's competencies, and the delivery of competencies to the buyer's business processes. Within the strategies for creating value-for-customers, these findings contribute to the understanding of the use of competencies to induce purchases.     

基于模块化的企业价值网络及其竞争优势研究

以价值模块化为基础,传统的集合型价值链经过解构、整合和重建形成具有差异化竞争优势的模块化价值链。不同企业的价值模块和模块化价值链在共同的界面标准内交叉连接、融合贯通,形成企业价值网络。企业价值网络集聚各成员企业的优势资源,将各种能力要素协同在一个无形的网络平台上,通过不同组织模块之间的协作、创新和竞争,能够产生新的竞争优势。企业以价值模块化为基础,对自身价值链进行整合,融入企业价值网络,能够分享网络内成员企业的优势资源和技术创新成果,共享模块化经济,增强企业核心竞争力和抗风险能力。模块化时代,企业之间的竞争已经演进为企业价值网络之间的竞争。