Antecedents of mandatory customer participation in service encounters: An empirical study

The literature on service quality and customer loyalty has long focused on enhancing the work of service providers. This study examined “the other side of the coin” in service co-production or value co-creation in service encounters by investigating how service providers might take a proactive approach to building relationships based on mandatory customer participation (MCP). The research evaluated how such antecedents as role clarity, self-efficacy, purchase importance, and servicescape could influence MCP. Path analysis revealed that these four factors significantly influenced different dimensions of MCP; which in turn had a significant impact on customer loyalty. Using these insights, managers could develop a strategic approach to managing customer roles in the service delivery process. This study adds to the body of knowledge on service quality by demonstrating empirically the determinants and structure of MCP and their relationships with customer loyalty in service co-production processes in a hospitality setting.     

Finite supermodular design with interdependent valuations

This paper studies supermodular mechanism design in environments with arbitrary (finite) type spaces and interdependent valuations. In these environments, the designer may have to use Bayesian equilibrium as a solution concept, because ex-post implementation may not be possible. We propose direct (Bayesian) mechanisms that are robust to certain forms of bounded rationality while controlling for equilibrium multiplicity. In quasi-linear environments with informational and allocative externalities, we show that any Bayesian mechanism that implements a social choice function can be converted into a supermodular mechanism that also implements the original decision rule. The proposed supermodular mechanism can be chosen in a way that minimizes the size of the equilibrium set, and we provide two sets of sufficient conditions to this effect. This is followed by conditions for supermodular implementation in unique equilibrium.     

战略性国际人力资源管理初论——以A公司为例分析

全球化的趋势促使跨国企业内部的人力资源跨国移转，为能有快速有效的当地反应以达成企业跨国经营的目标，国际人力资源管理必须提升到战略的层次来探讨，并将它与环境因素、国际经营战略结合，才能赢得持久性的胜利。国际人力资源管理是跨国企业海外经营成功的重要保证，它是跨国企业非常值得研究的议题。本文以宝钢为例进行分析，抛砖引玉，以求有所裨益。     

The role of externalities and information aggregation in market collapse

We examine the role that belief, network externality, and information aggregation play in inefficient market collapses. After receiving consecutive negative shocks, some ex-ante identical Bayesian agents will be discouraged about the unknown state of the market they invest; therefore, they will stop investing. This decision will have two effects: first, it will cause agents to aggregate information through social/observational learning; second, it will decrease the network externality effect. We show that there might be an inefficient market collapse if the externality effect diminishes too much, and the cost of re-entry to the market is too high. We also analyze the effects of strategic delay and experimentation on the exit decision of the agents. I especially thank Thomas D. Jeitschko, Matthew Mitchell, B. Ravikumar Ted Temzelides. I also thank anonymous referees, an associate editor, John Conlon, Larry Samuelson, Troy Tassier, Stephen Williamson, and seminar participants of the University of Saskatchewan, Georgia Tech, Concordia University, University of Manitoba, Iowa Alumni Workshop, Midwest Economic Theory Conferences held at Indiana Bloomington, and Notre Dame, and 1st International Conference on Business, Management and Economics organized by Yasar University.     

What's next in key account management research? Building the bridge between the academic literature and the practitioners' priorities

This research contrasts the academic literature on key account management (KAM) with the topics in this subject that are most critical to practitioners. Sixty four academic articles published in 17 journals, and ninety practitioners' articles appearing in the Velocity Magazine — published by the Strategic Account Management Association — were content analyzed and classified under ten ‘topic’ categories. Similarities and differences in the results for academics and practitioners are discussed. In addition, two specific topics were identified as being extremely important to managers but still under-researched by academics: the role of senior management in KAM, and the importance of internal alignment in determining KAM success.     

The Interaction between Internal Control Assessment and Substantive Testing in Audits for Fraud*

We examine the interaction between internal control assessments and substantive testing in a model of fraud detection. The purpose of our study is to examine a two‐stage model of the auditor‐manager interaction in which the auditor assesses the “likelihood” or possibility of fraud in the first stage and conducts substantive tests in the second stage. We examine the allocation of audit resources across these two distinct facets of the audit. We find that, regardless of the auditor's allocation, the probability of undetected fraud remains the same, but the allocation of some audit resources to internal control assessment may provide cost savings for the auditor.     

Catalytic defiance as a crisis communication strategy: The risk of pursuing long-term objectives

In 2014, Dairy Khoury, a medium-sized family dairy located in Lebanon, was accused of using a health-threatening carcinogenic substance as a preservative in its products. The news created an immediate food safety concern and a product harm crisis, resulting in dramatic reputation loss and operational risks to Dairy Khoury. In this article, we analyze Dairy Khoury’s response to the product harm crisis through an examination of the communication strategies used to address internal and external stakeholders. We then introduce traditional corrective action response strategies from the crisis communication literature. In the Dairy Khoury case study, the company opted to defend its reputation and clarify the misunderstanding using catalytic defiance, a long-term crisis response strategy. Our analysis provides insight regarding the risks and benefits of pursuing long-term versus short-term strategies during crisis recovery. This article contributes to crisis communication theory and practice and sheds light on the dynamics of crisis management in family businesses.     

泛珠三角背景下深圳旅游产业发展问题的战略构想

本文通过分析泛珠三角区域交通整合与经济合作背景,对深圳旅游业未来发展提出了进军全国旅游专业化管理市场、推动旅行社重组、开拓旅游资本运作服务市场等五大对策。     

企业集团内部审计职能优化

随着我国企业集团的快速发展,企业集团内部审计地位、职能和作用等方面的现状和存在的问题引起人们的关注。本文仅从内部审计职能理论认识发展与现实内部审计职能弱化这一差异问题着手,结合企业集团发展现状,探讨如何有主次的、有侧重的、有取舍的优化内部审计职能,以提高企业集团内部审计效能,使内部审计在企业集团中的作用真正地得以发挥。     

Multi-path mapping for alignment strategies in emerging science and technologies

Roadmapping serves both short and long term (strategic) alignment in science and technology (S&T). Forecasts of the likely future development of S&T are generated; then research and development (R&D) efforts necessary to realize various goals are backcast. But for new and emerging S&T this trusted principle does not work: the likely products are not articulated yet. A promising approach however is building mapping tools based on underlying patterns and indicators of the dynamics of emergence. This paper discusses, based on a first round application in the field of micro and nanotechnologies for single cell analysis, the methodology of such a new approach. The work is linked to a programme of Future oriented Technology Assessment (FTA) activities coordinated within a European nanotechnology research network.

Our paper addresses well-known lacunae of alignment tools from the viewpoints of the path creation/dependency literatures. We then apply these insights to lab-on-a-chip devices for cell analysis. Dynamics of emerging paths can be used to articulate a future structured in terms of prospective innovation chains and potential paradigms. We demonstrate a plausible variety of paths, which provides a broader set of strategic choices. This enables management of expectations and hype by which emerging S&T are characterised, and leads to alignment of actors. Our tool can be applied in strategic management of research and R&D at the level of science-to-industry networks. These are becoming an important element in European S&T policy but will only be successful if ways are found for closing gaps in the innovation chain.