Service Problems,Service Crises and Service Disasters

ABSTRACT

This paper discusses the need for tourism service organisations to implement effective ways of responding to their clients when a problem occurs in the delivery of a service. Failure to recognise or respond appropriately to a problem when it occurs can cause a crisis which requires more organisational resources and skills to overcome, and if this is not achieved the original problem may result in desertion of the company by its clients, or adverse publicity impacting severely on the company's success. The paper presents a short illustrative case study. The paper suggests that organisations may learn from analysing service problems how to adopt adaptive strategies to minimse the negative consequences of future service failures. It indicates the need for further studies to improve the responsive of organisations to service problems.     

How Market-Guanxi Ambidexterity Affects Adaptive Capability in China＇s Transition Economy

Whether market- and guanxi-based strategies are complementary or substitutable in shaping adaptive capability is a critical yet controversial issue. This paper tackles this problem by adopting the ambidexterity perspective. Specifically, using a sample of 185 Chinese private firms, this study examines the independent and interactive effects of market orientation （MO） and guanxi orientation （GO, i.e., emphasizing on building business and political ties） on adaptive capability of firms in transition economies. Our results suggest that both direct impacts and complementary impacts of MO and GO strongly exist in shaping firms＇ adaptive capability, indicating the importance of ＂strategic ambidexterity.＂ These findings have several theoretical implications for studies on ambidexterity and adaptive capability, and practical implications for finn strategies in transition economies.     

Adaptive Performance: A New Scale to Measure Individual Performance in Organizations

As a component of overall employee performance, adaptive performance refers to the ability of an individual to change his or her behaviour to meet the demands of a new environment. The concept is relevant to firms that face especially complex and volatile business conditions. Research and practice have been hampered by a general lack of a widely available, psychometrically sound, multidimensional scale of adaptive performance that is applicable across a wide range of job contexts. Using both qualitative and quantitative methods, we develop and evaluate a 19‐item scale measuring five dimensions of adaptive performance. Copyright © 2012 ASAC. Published by John Wiley & Sons, Ltd.     

基于所有权分拆的企业剥离分类研究

针对各种不同的企业剥离形式的分类问题,本文提出一种基于所有权分拆的企业剥离形式的分类方法。按照我国现行民法通则和物权法,所有权由占有权、使用权、处分权和收益权这四项基本权利构成。剥离发生时,被剥离资产的这四项基本权利可以被分拆开,并把这些分拆开的基本权利在剥离的各参与方之间进行分配。在理论上,这四种基本权利分拆开后重新产生的权利组合可导出16种基本企业剥离形态,且可归纳为两大类:完全剥离和不完全剥离。研究认为,企业剥离是被剥离资产所有权的分拆和重新配置,不同的分拆和配置导致不同的剥离形式。     

Developing sustainable tourism through adaptive resource management: a case study of Machu Picchu,Peru

Machu Picchu, Peru, is recognized as a top international travel destination. Pressure from the approximately 900,000 tourists who annually visit the ancient Inca city threatens the ecological integrity, physical substance and cultural authenticity of the World Heritage Site and surrounding area, including the Inca Trail. Multiple organizations and agencies currently involved in the management of Machu Picchu have distinct agendas for the conservation and development of the city, and conflicts regarding public access, economic growth and cultural preservation are rampant. Attempts to establish carrying capacities have failed, with proposed daily visitor levels ranging from 800 to 4000. This paper explores the complex issues surrounding tourism at Machu Picchu and presents a potential solution: an adaptive management approach based on the UN World Tourism Organization's (UNWTO) sustainable tourism framework. This integrative strategy accounts for multiple perspectives and synthesizes disparate goals embraced by diverse stakeholders, including the Peruvian government, international conservation organizations, foreign tourists, private tour operators, regional authorities and indigenous communities. The focus on Machu Picchu as an adaptive management case study site outlines key steps leading to implementation, offering planning and policy implications for sustainability initiatives at numerous developing-world tourism destinations facing similar political and socio-economic challenges.     

Corporate Control and the Decapitalization of Subsidiary Corporations: The Looting of the Bangor and Aroostook Railroad

John Rawls's A Theory of Justice is examined from the perspective of experimental methods in economics and complex adaptive systems simulations. This paper first discusses the justice principle selection process in Rawls's representation of it as a hypothetical experiment. This hypothetical experiment fails to satisfy reasonable experimental controls, particularly as reflects the conception of the individual it employs. The second section of the paper discusses the differences between Rawls's two conceptions of rational persons associated with his distinction between thin and full theories of the good. The third section uses his fuller conception of rational persons, life plans, and psychological laws in the third part of the book to offer an alternative view of the selection process understood as a complex adaptive system. The fourth section turns to a topic raised by this complex system approach, the status of normative reasoning in political-economic systems. The fifth section summarizes.     

Research on e-commerce transaction networks using multi-agent modelling and open application programming interface

We provide a formal definition of an e-commerce transaction network. Agent-based modelling is used to simulate e-commerce transaction networks. For real-world analysis, we studied the open application programming interfaces (APIs) from eBay and Taobao e-commerce websites and captured real transaction data. Pajek is used to visualise the agent relationships in the transaction network. We derived one-mode networks from the transaction network and analysed them using degree and betweenness centrality. Integrating multi-agent modelling, open APIs and social network analysis, we propose a new way to study large-scale e-commerce systems.     

Measuring Women's Quality of Life: A Discussion of Alternative Approaches

This paper reports our experiences with the application of a number of alternative approaches to a study of women's economic circumstances and quality of life in a typical western city. The important work of, especially, Martha Nussbaum on the capabilities approach to evaluations of “quality of life” has highlighted pitfalls associated with the use of a narrow informational base in studies of women's lives and has emphasized the value of qualitative methods in these evaluations. However, to date, most discussions of the relevance of plural approaches to studies of women's lives have been conducted in the context of developing countries. This paper contributes a practical, current example of the relevance of such approaches to assessments of the lives of women in western countries as well. The research findings reported in the paper also cast further light on the importance of several, related themes in the literature on the capabilities approach, namely the importance of understanding how women's aspirations and expectations change with their economic and social experiences; and the importance of appreciating the social uses of language and how this affects the way in which women describe their lives.     

Learning in an estimated medium-scale DSGE model

We evaluate the empirical relevance of learning by private agents in an estimated medium-scale DSGE model. We replace the standard rational expectations assumption in the Smets and Wouters (2007) model by a constant-gain learning mechanism. If agents know the correct structure of the model and only learn about the parameters, both expectation mechanisms produce very similar results, and only the transition dynamics that are generated by specific initial beliefs seem to improve the fit. If, instead, agents use only a reduced information set in forming the perceived law of motion, the implied model dynamics change and, depending on the specification of the initial beliefs, the marginal likelihood of the model can improve significantly. These best-fitting models add additional persistence to the dynamics and this reduces the gap between the IRFs of the DSGE model and the more data-driven DSGE-VAR model. However, the learning dynamics do not systematically alter the estimated structural parameters related to the nominal and real frictions in the DSGE model.     

编组站车流接续优化模型及算法

在解编顺序给定的条件下,建立车流接续优化模型。在模型构建中,列车属性方面同时考虑了换重、换长和满轴三个约束,通过算例证明,该设定不但更加符合实际,而且使得车流接续优化具有了一定的灵活性。在算例分析部分,分别利用一般数学软件Lingo11.0以及VC++编写的自适应免疫克隆算法对模型进行求解,证明了模型和算法的有效性,为编组站阶段计划车流接续优化智能化提供了较好的解决途径。