心理契约违背对饭店顾客忠诚的影响——服务补救策略的调节效应

针对服务企业普遍面对的服务补救低效与顾客忠诚保持的挑战,文章基于心理契约与前瞻性服务补救理论,构建了顾客心理契约违背、服务补救和顾客忠诚间关系的分析框架,实证分析了心理契约违背对顾客忠诚的作用机理,并检验了服务补救策略对这一关系的调节效应。通过对262名饭店顾客的问卷调查,采用回归分析法处理数据,研究结果表明:心理契约违背两个维度与饭店顾客忠诚两个维度均呈显著负相关关系,顾客心理契约违背程度越高,顾客忠诚度越低;服务补救在心理契约违背与饭店顾客忠诚的关系中起到部分调节作用,即当企业服务出现失误而使顾客感知心理契约违背发生时,如果能采用恰当的服务补救策略,可以降低心理契约违背对顾客忠诚的负面影响。     

Effects of Network Embeddedness on the Relationship Between Environmental Volatility and Interfirm Contracts

Purpose: This study examines the effects of an embedded network on the contractual relationship between exchange parties under conditions reflecting varying levels of environmental volatility and investigates the role of an important network factor—the embedded network—in the contractual relationship between manufacturers and their suppliers.

Methodology: The empirical test was conducted with manufacturing companies in the context of manufacturer–supplier relationships. Construct measures were based on existing measures and previous research. Measurement reliability and validity were established using exploratory and confirmatory factor analysis and an overall measurement model was assessed with structural equation modeling using LISREL.

Findings: The results of a survey of manufacturers indicate that firms in an embedded network preferred “soft” contracts even when they face volatile environments, whereas those facing volatile environments in a less embedded network preferred “hard” contracts with explicitly specified written requirements. Network partners carefully evaluated embedded networks (a critical factor that has not received enough attention) before forming contractual relationships in a network perceiving interfirm relationships differently.

Originality: The study introduces network embeddedness to explain governance mechanisms in volatile environments and shows that the explicit recognition of embedded network may facilitate the development of contracts with specific provisions as the contractual relationship evolves.     

Relationship between positive psychological capital and creative performance

Despite considerable attention to the creative process and its relationship with personal characteristics, there is no published study focused directly on the relationship between the recently recognized core construct of psychological capital (PsyCap) and creative performance. Drawing from a large (N = 899) and heterogeneous sample of working adults, this study investigates PsyCap and its components (i.e., efficacy, hope, optimism, and resilience) as predictors of creative performance. Overall PsyCap predicted creative performance over and above each of the four PsyCap components. Theoretical and practical implications of these findings are considered. Copyright © 2010 ASAC. Published by John Wiley & Sons, Ltd.     

创新、知识产权与新经济

创新与知识产权对新经济发展有重要作用,以新制度经济学的产权理论分析知识产权的排他性权利实质及特征,论述了知识产权在我国的现状,以契约理论回答了如何实现知识产权产业化的问题。     

会计诚信契约的理论研究与模型构建

在企业契约联结的广义视野里,利益相关者之间的相互关系其实质是一种契约交易。会计诚信作为企业契约交易主体对会计执行过程及其结果的一种理性要求,其实质同样是一种契约,我们称之为"会计诚信契约"。把契约理论的思想渊源和分析方法运用到会计诚信上,可以构筑出会计诚信契约安排的基本理论体系,从而为分析资本市场会计信息质量问题提供一个全新的分析框架。     

提高女生体育成绩的研究

根据我校40名女生体育课成绩的调查统计,女学生在各项目中丢失分主要有心理、教学内容等方面的原因,教师应加强对女生的心理训练,改进教学。     

增强学生心理健康教育实效性的研究

我国中小学心理健康教育已普遍受到关注,各级各类学校相继开始实施,但不少学校缺乏实效性和针对性。需要积极探索,采取措施,切实提高我国中小学心理健康教育的实效性。     

EPC项目投标报价方法及影响因素研究

我国EPC总承包商在投标报价时面临设计深度不足、施工过程不确定性大等风险,导致其投标报价的难度相较于传统承发包模式更大,为保证总承包企业在EPC项目中能够获得最佳的收益,本文在EPC总承包项目投标报价特征的基础上,分析投标报价的内容及其计算方法,并对EPC总承包项目投标报价的影响因素进行识别与阐述,最后辅以工程实例进行说明。研究结论为总承包企业在EPC项目中的投标报价起借鉴作用,进而促进我国EPC总承包模式的健康发展。     

大型矿井动力操控员工安全心理参数探究

随着矿产资源不断向地层深部开采,矿井亦不断延伸,尤其是千米深井日渐增多,矿井动力提升速度和提升功能不断加快、增强,矿井数字化水平提高,对矿井动力操控员工的心理反应能力、注意能力、时空判断能力等一系列心理素质水平的要求不断增强。员工的反应准确性、注意集中和分配能力及情绪稳定性和人格状况是构成影响员工操控行为安全稳定的核心心理品质。探究矿井动力提升系统操控员工的各项安全心理阈限值及其安全心理参数标准,建立员工安全心理选拔准入制,是保障矿井人一机和谐安全运行的重要措施。     

公平偏好在劳动契约中的作用探讨

劳动契约是典型的不完全契约,一般认为自利的工人仅仅只会做出最低程度的努力水平,而近年来的实验与行为经济学发现工人的选择并不完全符合自利的假设,工人的努力程度还会受到其公平偏好的影响,由于工人的选择直接影响到企业的获利状况,故企业在制定工资水平时应该考虑工人对公平的诉求。