A decision method for supplier selection in multi-service outsourcing

Although supplier selection in multi-service outsourcing is a very important decision problem, research concerning this issue is still relatively scarce. This paper proposes a decision method for selecting a pool of suppliers for the provision of different service process/product elements. It pioneers the use of collaborative utility between partner firms for supplier selection. A multi-objective model is built to select desired suppliers. This model is proved to be NP-hard, so we develop a multi-objective algorithm based on Tabu search for solving it. We then use an example to show the applicability of the proposed model and algorithm. Extensive computational experiments are also conducted to further test the performance of the proposed algorithm.     

Service innovativeness and the structuring of organizations: The moderating roles of learning orientation and inter-functional coordination

This paper aims to investigate the influence of organizational structure on service innovativeness by testing the moderating roles of learning orientation and inter-functional coordination. This helps to understand how organic structure influences service innovativeness when it is effectively leveraged with favorable organizational factors. Data were collected from 178 hotel managers and executives in Japan and moderated regression analysis was performed to analyze the data. Findings of the study suggest that higher levels of service innovativeness are positively related to higher levels of hotel business performance. In addition, organic structure makes a positive influence on service innovativeness and an increase in the levels of learning orientation boost the effectiveness of organic structure on service innovativeness. Moreover, the positive association between organic structure and service innovativeness become stronger when all firm’s functions make an attempt to cooperate and contribute to disseminating customers and competitors’ information in the hotels. These findings contribute to understanding how hotel service innovation is affected by service innovativeness, organizational structure, learning orientation and inter-functional coordination.     

二元经济中劳动力转移理论及其对中国就业增长的启示

失业问题一直以来都是困扰我国经济和社会发展的一个重要社会问题。特别是近年来随着经济增长速度下降,如何促进就业成为一个重要问题。中国经济产业结构正在经历非农化的过程,这决定了就业具有二元经济条件下就业的典型特征,所以回顾二元经济条件下劳动力转移理论对于解决当前我国的失业问题具有重要借鉴意义。     

Development of a service continance model with IT service antecedents

This study make provides service marketers, particularly those delivering information technology (IT) related service, with insight to the factors that consumers use when evaluating IT services. We develop a service continuance model that includes the antecedents of the consumer׳s decision to continue using information technology (IT) related services in a B2C service environment. Using data from the smart phone service consumers, a covariance-based structural equation modeling analysis is used to test the research model. Results from our empirical study suggest that the association between service usefulness and service continuation intention is fully mediated by service satisfaction. Though both system-service quality and customer-service quality are positively associated with service satisfaction, consumers of IT related services attach greater importance to system-service quality than to custom service quality. Likewise, the indirect path to service continuation intention is stronger in system-service quality than in customer-service quality. Our findings have practical implication for growing market share in IT related services by recognizing the importance of system-service quality in technology service delivery.     

The impact of the social servicescape,density, and restaurant type on perceptions of interpersonal service quality

The purpose of this study was to investigate how density in the servicescape affects the three interpersonal dimensions of Stevens et al., (1995) DINESERV conceptualization of service quality (responsiveness, assurance, and empathy) across various restaurant types. Using the framework of information processing theory, it was predicted that when a customer uses density to evaluate anticipated service quality, the information processing style will vary depending on the restaurant context. For fine dining restaurants and sports bars, it was predicted that customers will use heuristic processing, but would use systematic processing when evaluating a family casual restaurant. A 3 (contextual service norms) × 2 (built density) × 2 (human density) between subjects factorial design was employed. The results identified a three-way interaction between human density, built density, and restaurant type, suggesting that the type of restaurant does indeed matter when considering how density impacts potential customers’ perceptions of a restaurant.     

Listen to their heart: Why does active listening enhance customer satisfaction after a service failure?

A service employee’s active listening plays a crucial role in restoring a damaged customer relationship. However, previous studies reveal little about how listening to customer complaints operates in recovering a service failure. The purpose of this research is to explore when and why the employee’s active listening has a positive influence on customer response. We define active listening as (1) listening to customers’ concerns before apologizing and (2) verbally acknowledging them. Using scenario-based experiments, we demonstrate that active listening improves customer satisfaction, which in turn increases tip size (Study 1). Moreover, we find that active listening fosters customers’ perceptions of preferential treatment, which lead to greater customer satisfaction (Study 2). Yet, such positive effects of active listening diminish when customers are unexpectedly offered a complimentary service such as a room upgrade. The implications for academic researchers and marketing managers are discussed.     

Well-being effects of self-employment: A spatial inquiry

Our paper presents an empirical analysis of entrepreneurial well-being using a large-scale longitudinal household survey from the UK that tracks almost 50,000 individuals across seven waves over the period 2009–2017, as well as a number of exploratory case studies. We contribute to the existing literature by investigating how entrepreneurial well-being varies across locations along the urban-rural continuum, and across wealthy-deprived neighbourhoods. We use a Coarsened Exact Matching (CEM) approach to compare the well-being outcomes of individuals who switch into self-employment from waged employment, and show that entrepreneurial well-being, in the form of job satisfaction, is significantly higher for those living in semi-urban locations, relative to those living in urban and rural locations. We argue that semi-urban locations provide an optimal combination of ease of doing business and quality of life. Our results also show that individuals in wealthy neighbourhoods who switch into self-employment experience higher job satisfaction than otherwise comparable individuals living in materially deprived neighbourhoods, although the latter experience greater levels of life satisfaction following the switch.     

“撤县设区”能促进区域发展吗——基于浙江省1993-2013年县际面板数据的分析

本文通过对国内外学者在县（区）域经济领域十几年研究成果的梳理,整理浙江省原69（现58）个县（市）近30年经济发展的数据,对县域经济进行规模分析和产业结构分析。首次对柯布-道格拉斯生产函数模型改进,把技术增长中重要的因素,即劳动力要素的受教育程度内生化分析,并运用该模型对县域经济和＂撤县设区＂后区（以余杭市等为例）经济作对比研究,证明＂撤县设区＂的政策并没有促进区域经济的发展。     

What's in a tip? The creation and refinement of a restaurant-tipping motivations scale: A consumer perspective

According to Segrave (1998), since the late 1800s, the study of tipping has provoked debate in a range of abstract dimensions such as economics, sociology, and psychology. To date, the research on the topic has been largely qualitative in nature, while addressing motivating themes (service, social norm, and future service considerations) in isolation from one another. Following a thorough examination of the literature, there is a definite lack of research on the development and testing of a more holistic quantitative scale aimed at identifying the motivational Gestalt driving actual consumer tipping behavior. Therein lies the major theoretical contribution of this study, namely the development and testing of a Tipping Motivations Scale, which over two separate analyses, supports a number of drivers of consumer tipping motivation.In this study, exploratory and confirmatory factor analyses were conducted to test the empirical dimensions of consumer tipping motivations. The results obtained indicate a reasonable fit between the data and the proposed model across both analyses. This was repeated on two separate occasions and the results largely remained consistent. The findings point to the key role of service in driving the consumer's decision to tip. Other important factors included social conformity, the issue of future visitation, and server actions. Further research is needed to explore whether these dimensions remain constant among other sample groups and across different tipped professions.     

汽车后服务业客户满意度实证研究

随着微利时代的到来,通过提高客户满意度来发掘售后服务价值已经成为各厂商在激烈竞争的市场中获胜的关键。基于此,本文构建了汽车后服务业客户满意度评价指标体系,通过问卷调查,实证分析了汽车后服务业的客户满意度情况,并提出了提升客户满意度的策略。本文创新点在于MOT测评点价值贡献——差距散点图,运用图的形式解读客户满意度,有很大的可操作性。