Care management to improve retail customers' and employees’ satisfaction

In retailing, ongoing management is needed to avoid compromising customer relationships and organizational performance because of consumers' or employees' dysfunctional behavior. This paper contributes to understanding how care management strategies can improve in-store experiences for customers and employees by adapting the Chronic Care Management (CCM) theory to retailing. Across two studies, one on customers (Study 1) and one on retail employees (Study 2) we show that empowerment reduces dysfunctional behavior, enhancing satisfaction. Furthermore, we demonstrate that customers' and employees’ emotional bond with the retailer (i.e., store attachment) moderates the relationship between dysfunctional behavior and satisfaction, buffering dissatisfaction from dysfunctional behavior.     

When push comes to shove: How coach versus student athlete misconduct affects event attendance intentions

Though onand off-the-field misconduct is common among U.S. college athletic programs, little is known regarding the ramifications that may result. Drawing on social learning theory, the current research suggests consumers intentions (e.g., likelihood of attending a game) differ depending on violator's team role. Across one qualitative and five experimental studies, we demonstrate that consumers' intentions are influenced by violator's team role, such that likelihood of attending a game is lower when a coach (vs. student athlete) misbehaves, an effect driven by evaluation of the academic institution. This effect is robust across both winning and losing records and moderated by perceived fairness of the university's actions toward the violator.     

Measuring and forecasting mobile game app engagement

Monetization strategies in the large and strongly growing mobile app space must go beyond traditional purchase revenue as most mobile apps are now free to download. One key marketing innovation allows mobile app publishers to monetize ongoing engagement — in-app advertising.We study ongoing user engagement with a mobile app after the initial download decision using the $40 billion mobile gaming industry as an example. Our study investigates and forecasts user engagement after the initial download aiming to help publishers to monetize their engagement via in-app advertising. We leverage a novel dataset containing user-level engagement for 193 mobile games and propose a hierarchical Poisson model on a mobile-game level. We find significant usage heterogeneity across the mobile games studied and generate forecasts publishers can use when trying to monetize engagement via pre-sold contracts.     

Mortality salience – shedding light on the dark experience

ABSTRACT

Mortality salience, a key term in Terror Management Theory, refers to self-awareness of one’s vulnerability and ultimate mortality. This exploratory study, based on psychology and tourism literature, clarifies the degree to which a visit to a heritage site of death and atrocities evokes mortality salience as well as the relationship between mortality salience and various dimensions of the visit experience. The findings indicate that not only was mortality salience evoked during the visit, it is also an important component in understanding the motivation to visit dark sites, the emotional experience of the visit, and the impact of the visit on visitors. We therefore propose that the conceptualization and management of a death-centered heritage site can be enriched by the integration of sense of mortality salience. Additionally, the high Cronbach’s alpha suggests that the study can provide an initial basis for a scale to quantitatively measure Mortality Salience.     

In search of diners responsive to health cues: Insights from U.S. consumers

Many consumers rely on summary statistics offered by online and mobile platforms to attain nutrition information on menu items. While positive (vs. negative) summary cues garner more favorable consumer responses, this research provides a more nuanced understanding of this effect by examining the moderating role of two individual-level characteristics: health-consciousness and need for status. Two MTurk samples (Study 1: n = 142, Study 2: n = 119) were recruited in 2018. Findings from Study 1 suggest that health-conscious (vs. less health-conscious) consumers show a wider gap in perceived healthiness of a menu item in response to the valence of a health cue. This greater gap translates into more polarized attitudes toward the menu item. Findings from Study 2 indicate that consumers high (vs. low) in need for status exhibit less favorable attitudes toward a menu item with a negative health cue. Theoretical and managerial implications are discussed.     

When empathy prevents negative reviewing behavior

Previous research has found that peer-to-peer platforms have overly positive reviews. Guided by Construal Level Theory, this research investigates the relationship between social distance, empathy, and tourists’ intention to leave negative online reviews. The first study is a qualitative analysis which compares peer-to-peer settings (i.e., Airbnb) to institutional ones (i.e., Booking.com), and explores whether social closeness hinders tourists’ willingness to provide negative online reviews to express their poor experiences. The second and third study are laboratory studies which show that the mechanism behind reviewing biases is the activation of empathy.This research offers practical implications for both traditional hospitality players, on how to activate empathy, and online platforms operators, on how to increase the reliability of their reputation systems.This article also launches the Annals of Tourism Research Curated Collection on Peer-to-peer accommodation networks, a special selection of research in this field.     

Is corporate social responsibility (CSR) participation the pathway to foster meaningful work and helping behavior for millennials?

This study examines how corporate social responsibility (CSR) participation affects organizational citizenship behavior (OCB) through meaningful work. This work is significant for three reasons: the joint examination of CSR, meaningful work, and OCB is novel; the comparative effects of CSR perception versus CSR participation have not been examined previously; and this is the first examination of such relationships for different generations of employees. Data from 245 employees of four-star hotels were analyzed using a partial least squares structural equation modelling (PLS-SEM) approach and multigroup analysis (MGA). Results reveal that CSR participation has a strong influence over work-related outcomes. The strongest effect of CSR participation on helping behavior is in Generation Y whereas CSR perception has a strong indirect effect on helping behavior through meaningful work in Generation X. These findings offer managerial implications to hotel managers on how best to manage generational differences in predicting helping behavior at workplace.     

大尺寸机载智能多功能显示器的设计与实现

分析了座舱显示系统发展现状和面临的问题，设计并实现了一种一体化、大屏幕显示的智能化多功能显示器。该型显示器通过FC-AE-ASM（Fibre Channel-Avionics Environment-Anonymous Subscriber Message）网络和高速串行总线高效传输图形数据，解决了图形处理及传输的瓶颈问题；采用ARINC661（座舱显示系统与用户系统的接口）标准，规范了任务处理和显示处理的接口设计标准；支持红外触控以提高人机信息的交互效率；采用工程优化设计以提高显示器抗恶劣环境的能力。应用表明智能多功能显示器运行可靠，相对于传统飞行显示器，在显示处理、数据传输和人机功效等方面具有显著优势。     

Use and misuse of information in supply chain forecasting of promotion effects

Demand forecasting is critical to sales and operations planning (S&OP), but the effects of sales promotions can be difficult to forecast. Typically, a baseline statistical forecast is judgmentally adjusted on receipt of information from different departments. However, much of this information either has no predictive value or its value is unknown. Research into base rate discounting has suggested that such information may distract forecasters from the average uplift and reduce accuracy. This has been investigated in situations in which forecasters were able to adjust the statistical forecasts for promotions via a forecasting support system (FSS). In two ecologically valid experiments, forecasters were provided with the mean level of promotion uplift, a baseline statistical forecast, and quantitative and qualitative information. However, the forecasters were distracted from the base rate and misinterpreted the information available to them. These findings have important implications for the design of organizational S&OP processes, and for the implementation of FSSs.     

就业结构调整对水库移民土地流转的影响研究*——以南水北调中线工程移民为例

[目的]为促进水库移民的生计恢复及转型,探寻就业结构和土地流转间的交互机制,分析两者间耦合作用对当前移民安置模式及政策的影响。[方法]文章从移民就业结构变迁出发,通过超边际理论构建了安置区移民土地的流转机制模型,推演了从业决策对土地流转行为的影响路径,并运用南水北调农业安置移民数据进行实证检验。[结果]大面积转出土地是移民搬迁后土地处置的主要行为,移民中土地转入户有所增加,但土地集中度却有所减少。移民非农就业较搬迁前有明显上升,并有向当地兼业转移的趋势,但与土地流转间并不互为因果,农村社保还难以弱化其对土地养老的依赖。劳动力数量、非农就业时间、非农收入占比、土地政策等对移民土地流转行为和规模均有显著影响,而外出就业前景和地租水平在促进土地流转行为的同时,却不一定能增加土地流转面积。[结论]移民外迁中可以采用无土安置代替农业安置,推动移民土地流转的关键在于技能培训、政策保障和地租补贴,简单的就业推荐和土地权属划分的作用有限。而对于移民中的农业大户,则需在满足土地转入面积的基础上,保障其在安置区的各项土地权益。