“货币补偿”总是最优策略吗?——高星级酒店不同服务失误归因下的情境研究

酒店服务的异质性和顾客需求的多样性使得服务失误在所难免。服务补救成为酒店修复服务失误,赢得顾客口碑和再次光顾的重要举措。在酒店管理实践中,货币补偿颇受管理者青睐,通常被作为应对服务失误的首要选择。然而,货币补偿是否为服务失误发生时的最优选择?文章以高星级酒店为研究背景,对服务失误进行情境设计,检验不同失误归因下货币补偿和非货币补偿的补偿满意度差异。数据分析结果显示:酒店因素导致的服务失误情境下,相比货币补偿而言,非货币补偿具有更好的补偿效果;其他顾客因素和顾客自身因素导致的服务失误情境下,货币补偿与非货币补偿间没有显著效果差异。此外,补偿满意度对顾客信任、重购意向与口碑有显著正向影响。     

Technology‐push,market‐demand and the missing safety‐pull: a case study of American Airlines Flight 587

Through a critical case study of the crash of American Airlines Flight 587, this paper draws upon ‘the Social Shaping of Technology’ (SST) approach to offer a reconceptualisation of the technology‐push and market‐demand model for High‐Reliably Organisations (HROs), providing support for a third factor, called here a ‘safety‐pull’. A safety‐pull is defined as organisationally supported reflexivity in which technology innovators and frontline operators collaborate to consider the potential implications of adopting new technologies in HROs and the complex ways this change may impact human operators' work performance, often in risky and unanticipated ways. In contrast to accidents occurring solely as the result of individual operator error, analysing the safety‐pull provides a way to tease out the wide range of factors that can contribute to HRO failures and offers a new SST perspective through which to examine high‐risk operations.     

不同类型建设用地扩张的时序及空间特征——加速失效模型在静海区的应用

研究目的：分析城市扩展中交通用地、商住用地和工业用地扩张的时序特征、空间关系以及扩张时点的影响因素。研究方法：农地—建设用地转换最优时机理论；加速失效模型。研究结果：（1）不同类型建设用地在扩张过程中具有相互关联的时序和空间特征；（2）静海区交通用地引导了其他建设用地扩张的方向，而不同级别交通用地由于对建设用地和农用地影响的差异，加快或延缓了建设用地扩张的时机；（3）商住和工业用地在200— 400 m 范围内相互集聚，且商住用地产生的集聚效应强于工业用地。研究结论：细化建设用地类型以分析城市扩张的特征和机制，有助于城市扩展区的布局优化和集约发展。     

PUBLIC CHOICE THEORY AND HOUSE OF LORDS REFORM

By revealing the propensity of elected governments to indulge in self‐interest at the expense of the people's liberty, public choice theory provides powerful arguments in favour of an appointed House of Lords rather than an elected upper chamber.     

The effects of relationship quality on customer retaliation

This research examines the effects of relationship quality (RQ) on customers' desires to retaliate after service failures. We posit that the effects of RQ are contingent upon the attributions customers make about the firm’s controllability over a service failure. Two competing hypotheses are examined and reconciled. The “love is blind” hypothesis posits that when low controllability is inferred, high RQ customers experience a lesser desire for retaliation than low RQ customers. On the other hand, the “love becomes hate” hypothesis specifies that when high controllability is inferred, high RQ customers experience a greater desire for retaliation than low RQ customers. The hypotheses are tested with a survey-based design and a partial least squares (PLS) model that incorporates a multiplicative latent construct.     

Equity market data, bank failures and market efficiency

The paper examines the informational content of market data for long-term horizons in models, which predict bank failure. Univariate results document patterns such as declining prices, negative returns, declining dividends, and rising return volatility, up to 4 years before failure. Multivariate analysis shows that market information improves the failure predictive content of traditional models, which are based on accounting data. Out-of-sample predictions show that the use of stock market data does improve the forecast of bank failure. Furthermore, the persistence of this contribution generally increases with greater distances from the date of failure documenting the forward-looking nature of financial markets.     

论转轨时期中国政府规制体制改革及政策选择

政府规制是市场经济中市场失灵条件下,国家为实现某种公共政策目标,对微观经济主体的经济活动进行规范与制约,干预经济政策的一种重要制度安排。转轨时期的中国,在政府规制方面还存在诸多的问题:规制法规建设滞后、缺乏统一、权威、独立行使规制职能的规制机构、政府规制过程中行为主体不成熟及其相互关系定位偏差、规制方式存在缺陷,不适应市场经济的发展。因此,结合中国的实际借鉴西方国家的政府规制的经验,对推动我国政府规制改革有着重要的意义。     

Strategies to prevent economic recessions from causing business failure

An average of more than 500,000 businesses failed in the United States during each of the 10 recessions that have occurred since the end of World War II. Yet, scholar and practitioner understanding of how to prepare for and respond to the challenges of an economic downturn remains extremely limited. This article analyzes and synthesizes the information from academic theory and business experience on managing through an economic recession. To assist firms in successfully navigating economic recessions, we suggest a program that involves positioning by investing in multiple markets and geographies, planning by developing a turnaround plan for facing sharply declining sales, promoting by maintaining marketing initiatives, and preparing by acting in anticipation of economic recovery.     

The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics

What is so different about executing service failure recovery in an online environment as in e-tailing?Answering this, the present research points out to the need of considering e-tailing's natural propensity to foster multiple avenues of service failures which are either logistical or non-logistical in nature. Furthermore, given the distant location of the product, e-tailer, and the buyer, e-tailing is posed with risks of ethical transgressions. Therefore, by contextualizing on an Indian e-tailing scenario, we explore how service failure recovery in this challenging setting could be shaped. Justice building failure mitigation strategies such as response speed and compensation emerge to improve recovery efforts, however, apology seems to not work well in establishing justice to drive service failure recovery. Interestingly, an e-tailer's watchfulness toward the strengthening of its online ethics synergistically redeems recovery satisfaction, customer forgiveness, and positive word-of-mouth for the grieving consumer. This synergy can further mitigate the adverse impacts of service failure severity on recovery outcomes. Yet, a consumer having faced a severe service failure instance can have reservations in spreading positive word-of-mouth despite forgiving. Lastly, when considering logistical vs. non-logistical service failure typologies, the synergistic influence of e-tailing ethics and justice over recovery satisfaction becomes very strong in the case of non-logistical service failures.     

担保失灵与保证保险：制度演化视野下的微距观察

本文对“担保失灵”背景下保险机构开展贷款保证保险业务的一个案例进行了微距观察,基于银保双方权责承担的实际进行了博弈演进分析,提出了银保可重复合作博弈的满足条件,探讨了有关市场主体可选择的定位思路。