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.     

土质边坡分析中的极限平衡法与有限元强度折减法的研究

介绍边坡分析的极限平衡法与有限元强度折减法原理,比较两者优缺点。对均质土坡分别采用有限元强度折减法与极限平衡法进行计算,得到相应的安全系数和潜在破坏面,得到两种方法所得安全系数和破坏面一致的结论,应用有限元强度折减法计算是合理可行的。     

Failure prevention and management in business incubation: practices towards a scalable business model

How support systems such as a business incubator deal with failure, a common phenomenon in new venture creation, is less understood. Employing a value creation perspective helps us to understand failure, the inability of an entrepreneurial team to build a scalable business model. Based on case studies at nine Swedish business incubators, we develop a dynamic process model towards understanding failure prevention and management in business incubation. We find business incubation practices towards failure prevention and management to be a mix of predictive and non-predictive strategies. These practices could help prevent and mitigate failure at personal, organisational and social levels towards value creation for the startups and their stakeholders and channel the effects of failure towards social benefit.     

Optimal harvesting of a spatial renewable resource

In this paper we investigate the optimal harvesting of a renewable natural resource. While in most standard approaches the resource is located at a single point, we allow the resource to be distributed spatially. Consequently, an agent who exploits the resource has to travel from one location to another. For a fixed planning horizon, we investigate the speed and the path of harvesting chosen by the agent. We show that the agent adjusts this speed so as to visit each location only once, even in the absence of travelling cost. Since the agent does not return to any location for a second harvest, it is optimal to fully deplete the resource upon arrival. A similar type of bang–bang solution results when we drop the assumption of a constant harvesting rate: allowing for a variable harvesting rate, the agent chooses to fully exploit the resource either in the last or in the first travelling period. A society interested in conserving some of the resource thus has to take measures to limit the exploitative behaviour of the agent.     

Understanding homophily of service failure within the hotel guest cycle: Applying NLP-aspect-based sentiment analysis to the hospitality industry

Online complaints have become increasingly influential on the purchasing behavior of customers in recent years. In an effort analyze large quantities of textual complaints and detail the various aspects of them, Aspect-Based Sentiment Analysis was looked to as an ideal framework to take on the task. This study set out to synthesize specific service failure items and categorize them into the groupings related to the hotel guest cycle and the corresponding operations, then compare the patterns of expression used by Asian and Non-Asian guests as the related their hotel experiences. A total of 390,236 online complaint terms posted about 353 hotels in the UK by hotel guests from 63 nations were manually derived from TripAdvisor for analysis. With consideration given to the homophily theory, we posited that Asian and non-Asian guests would exhibit similarities and differences with respect to the service failures they encountered when presented with various items of service. The results confirmed this as Asian guests were shown to encounter more service failures with respect to the engineering segment of operations (e.g. hotel room equipment issues), while non-Asian guests encountered more service failures on the housekeeping end of operations (e.g. toilets, public areas, cleanliness, and bedding). By organizing the failures according the four stages of the guest cycle, it was observed that approximately 80% of the service failures occurred during the occupancy period. This study contributes to the existing literature on hotel guest satisfaction both with respect to the methodology it uses and the new findings it presents on differences in perceptions of service failures members among different cultures.     

政府角色定位对旅游治理的影响——以广西阳朔遇龙河景区为例

政府角色如何定位对旅游地能否实现可持续发展具有重要影响。文章以阳朔遇龙河景区为例,探讨其旅游地发展历程中政府角色定位的演变,解读不同阶段治理失灵的原因。研究发现:在旅游探查期,社区自主发展,政府基本缺位;在旅游参与期,政府以“规划者”角色介入,并主导运营管理,治理角色不中立,导致治理权威受损;在旅游大发展前期,政府治理目标部分错位加上在资源欠缺、政策准备不充分的情况下急于强制干预,最终导致治理失灵;在旅游大发展期,政府的治理能力和治理资源跟不上旅游规模的扩张,缺乏长效监管机制,难以实现有效治理。     

Consumer relationship fading

This paper explores the phenomenon of consumer relationship fading with a series of three adjacent studies. Analyzing two longitudinal behavioral datasets, Study 1 shows that about one-third of the relationships could be described as fading. Drawing on prior work in the marriage disaffection literature, Study 2 defines relationship fading for the consumer marketing context as a process of gradual decline in consumers' intention to continue their relationship with a brand, generally manifested in negative feelings toward the brand, diminishing frequency and/or volume of transactions with it, and initiation of switching intentions. It further identifies disillusion, disaffection, and crossroads as three distinct fading stages, and outlines boundary conditions. Study 3 observes relationship fading through a diary study approach and finds attitude movement in both positive and negative directions between the stages. Further, while positive attitudes generally decline over the course of the fading trajectory, negative emotions peak at the penultimate fading stage and then level off at the final, crossroads stage. By defining and analyzing consumer relationship fading, we improve understanding of an under-researched, large segment of consumers.     

The mitigating effect of matching regulatory focus with arousal-inducing stimuli in service failure situations

Service failures are pivotal touchpoints that can reduce customer satisfaction, encourage negative word-of-mouth, and ultimately impact a firm's market share. We advance a novel perspective that after a service failure occurs, matching incidental arousal-inducing stimuli to one's regulatory orientation can make the negative experience stemming from the service failure less deleterious. In three experiments (two stock out scenarios and one involving a rude salesperson), after a service failure, promotion-focused and prevention-focused individuals were exposed to high versus low arousal-inducing stimuli. Three approaches available to retailers were used to manipulate arousal levels: background pictures (Study 1), colors (Study 2), and music (Study 3). When high (low) incidental arousal-inducing stimuli were presented to those with a promotion (prevention) focus, this raised satisfaction, loyalty, and referral for brands compared to when promotion (prevention)-focused individuals were exposed to low (high) arousal-inducing stimuli. Changes in self-rated arousal and affect valence levels (arousal and valence levels were measured after the service failure and then after exposure to the incidental arousal-inducing stimuli) mediated the effect on these consumer behaviors. These insights extend theory by considering the combined effect of regulatory focus and affect. They also have practical relevance.     

自治、博弈与激励:我国农村人居环境污染治理的制度安排

基于中央政府、地方政府及农民的互动视角,采用博弈分析方法,系统考察了我国农村人居环境污染的逻辑机制。研究发现:我国农村人居环境污染的根源在于规制失灵;农村人居环境公共资源的“公地悲剧”不是必然现象,可以在农民之间建立一种自实施的自治机制,避免导致“公地悲剧”;由于利益目标的差异,中央政府与地方政府之间的激励问题、地方政府与农户之间的博弈行为,导致了农村人居环境规制失灵。研究启示是,制度的建立健全是农村人居环境治理顺利推进的保障,更将有利于乡村振兴战略的实施以及我国农村的可持续发展。     

Liquidity shocks: A new solution to the forward premium puzzle

The frequent empirical failure of uncovered interest rate parity raises a question that has not been definitively answered: why do predictable excess returns on currencies persist in competitive currency markets? Supported by data from nine major currencies for 1978:08–2019:09, I provide a novel resolution to this enduring forward premium puzzle by building on the financial economics literature that explores the economic implications of limited access to capital markets. A liquidity shock, or the urgent demand for liquidity by credit-constrained arbitragers liquidating bond holdings, causes losses from sudden drops in bond prices. Arbitragers require a liquidity premium to compensate for potential losses that vary directly with the interest rate. It is this liquidity premium that explains persistent excess returns on currencies. I argue for policies favoring a low interest rate environment and macroprudential controls that ease liquidity constraints to increase the efficiency of international capital markets by reducing the liquidity premium.