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.     

基于能量消耗分析的乳状液液滴粒径计算关系式

在油水混输管道中,存在着大量粒径大小不一的乳状液液滴,液滴粒径及分布对油水混合液的粘度有重要影响,从而在很大程度上影响管道的压降。因此,研究乳状液液滴粒径的计算关系式对于描述油水两相的流动特性以及准确计算管道压降具有重要意义。针对4种原油,通过油水体系的乳化实验,研究了搅拌转速、温度及含水率对乳状液液滴粒径的影响。研究发现,搅拌转速增大,乳状液液滴粒径减小;温度升高,乳状液液滴粒径增大,并且在低温下增大的趋势较显著;含水率增加,乳状液液滴粒径有减小趋势,但减小的幅度不大;以火用损率来表征剪切过程中的能量消耗,建立了基于剪切火用损率分析的乳状液液滴粒径计算关系式。     

On the role of Islamic and conventional banks in the monetary policy transmission in Malaysia: Do size and liquidity matter?

This paper empirically investigates the impact of monetary policy on the credit supply of Islamic versus conventional banks of Malaysia using an unbalanced panel dataset over the period 2005-2016. While estimating the effects of three alternative measures of monetary policy on banks' credit supply, we include several bank-specific and macroeconomic variables in the specification as control variables. We provide strong evidence on the existence of the credit channel of monetary policy transmission mechanism in Malaysia. Yet, we show that Islamic banks respond considerably less to changes in monetary policy instruments as compared to their conventional counterparts. We also find that the monetary policy measures affect small-sized banks and less-liquid banks more as compared to large-sized and more-liquid banks. Our findings suggest that for an effective monetary policy, there is a vital need to consider the nature of Islamic banking while devising any monetary policy instruments to manage credit supply in the economy.     

Tick Size and Financial Reporting Quality in Small-Cap Firms: Evidence from a Natural Experiment

Using a natural experiment (the SEC's 2016 Tick Size Pilot Program), we investigate the effects of an increase in tick size on financial reporting quality. The tick size pilot program reduces algorithmic trading (AT) and increases fundamental investors’ information acquisition and trading activities. This in turn increases the scrutiny of managers’ financial reporting choices and reduces their incentives to engage in misreporting. Using a difference-in-differences research design, we find a significant decrease in the magnitude of discretionary accruals, a significant reduction in the likelihood of just meeting or beating analysts’ forecasts, and a marginally significant decrease in restatements for the treated firms in the pilot program. Furthermore, we find that the change in financial reporting quality is concentrated in treated firms experiencing decreases in AT and increases in information acquisition activities. We also find that the mispricing of accruals is significantly lower for treated firms. Taken together, our results suggest that an increase in tick size has a causal effect on firms’ financial reporting quality.     

REGIONAL ANTI‐CORRUPTION EFFORT,POLITICAL CONNECTIONS AND FIRM INNOVATION EFFORT: EVIDENCE FROM CHINA

This paper examines how firm characteristics and local anti‐corruption effort moderate the influence of political connections on enterprises’ private R&D investment using data from 2,587 Chinese A‐share listed enterprises. Our results show that the local anti‐corruption institutional environment significantly moderates the strong relationship between political connections and enterprises’ private R&D investment. Firm characteristics (i.e., firm size and firm age) also show a moderating effect on the relationship between political connection and enterprises’ private R&D investment; larger and older enterprises are more likely to have innovative resources and business cooperation partners, and thus are able to reduce their degree of reliance on political connections and government funding. The results of our study suggest the importance of having a transparent and fair institutional environment for enterprise innovation activities.     

Fiscal decentralization and government size: The role of democracy

This paper examines how the level of democracy in a country affects the relationship between fiscal decentralization and government size. We argue that political regimes, proxied by their democracy levels, are important for different decentralization theories to predict the impact of fiscal decentralization on government size. We test this argument using panel data from 76 developed and developing countries during 1972–2013. We find strong and robust evidence that fiscal decentralization is negatively associated with government size and that a higher level of democracy tends to mitigate the negative impact of fiscal decentralization. Therefore, our study contributes to the literature by offering a novel insight on mixed results regarding the relationship between fiscal decentralization and government size in the literature.     

宗地规模、城市类型与土地出让溢价——基于70个大中城市住宅用地出让数据的实证分析

研究目的:确定住宅用地出让溢价率水平与宗地规模之间的关系,比较不同规模和区位城市中这一关系的差异。研究方法:理论分析,面板数据分析。研究结果:总体上宗地规模对土地溢价率的影响呈现"倒U"型变化关系,不同规模和区位城市中这一关系有差异。人口介于500万～1 000万之间的特大城市中土地溢价水平受宗地规模的影响较为强烈,东部和中部城市中宗地规模大小对土地溢价水平影响显著,西部城市不显著。研究结论:地方政府在总量既定条件下调整宗地投放规模可在一定程度上调控土地溢价率。     

How forestland size affects household profits from timber harvests: A case-study in China’s Southern collective forest area

To improve the economies of scale in forest management and reduce the fragmentation of forestland, the Chinese central government has implemented a collective forest tenure supplementary reform since 2008. This has included a series of policies for motivating transfer of forestlands use rights among households in the country’s Southern Collective Forest Area (SCFA). However, to date there is little evidence that large-scale forest owners can earn more profits from timber harvests than small-scale forest owners in the SCFA. Using data collected from household surveys in the three of the SCFA’s provinces in 2016, this paper examines the return to scale of forestland ownership for timber harvests in this region, and how the scale of forestland ownership affects households’ profits from timber harvests. The results show a constant return to scale in timber harvests in the case provinces in China’s SCFA, that forestland area makes the most important contribution to the output of timber harvests, and that fragmentation of forestland results in lower profits from timber harvests. It appears that a moderate scale of forestland ownership should be identified for increasing the profits from timber harvests. With the rapid urbanization throughout China, an increase in off-farm employment among rural household members has a negative impact on timber harvests in the region. We argue that policymakers should realize the importance of encouraging the forestland transfers and improve the concentration of forestlands in the next stage of forest tenure rights reform in China’s SCFA.     

Farm size and smallholders’ use of intercropping in Northwest China

Intercropping, i.e. the cultivation of crop species mixtures, can potentially reduce pressure on land resources by generating higher yields through exploitation of complementarities between crop species. Although intercropping is practiced on a non-negligible proportion of China’s arable land, little is known about the factors that influence farmers’ decisions to use intercropping. In this study we develop a theoretical framework that distinguishes exogenous factors from endogenous factors in farmers’ activity choices in general and the use of intercropping in particular. We apply this framework in an empirical analysis of socio-economic factors affecting the use of traditional and novel relay intercropping systems, with a special focus on the impact of farm size, using primary data collected among 299 farmers in Gaotai County, northwest China. We find that large farms do no not plant more land with the traditional wheat/maize intercrop as compared to small farms, while land planted with the two novel intercrops is significantly larger on large farms. Availability of machinery has no negative effect on the area under intercropping, and has a significant positive effect on the use of one novel intercrop type. Our results confirm that risk considerations do not play a role in relay intercropping use decisions of Chinese farmers. We conclude that positive yield and natural resource effects of intercropping can still be realized if the ongoing farm scale enlargement policy is combined with a policy promoting novel intercropping types, particularly those types that can make use of already available machinery.     

The role of accelerators in firm survival: An fsQCA analysis of Italian startups

Accelerators are a recent yet rapidly growing phenomenon within entrepreneurial ecosystems. The distinctive characteristics exhibited by accelerators, relative to previous incubation models, imply that accelerators may play a different role and have a different impact on the survival rates of participating firms. In this study, we explore the relationship between participation in an accelerator program and firm survival using fuzzy-set qualitative comparative analysis (fsQCA) with key variables related to firm survival. We analyze 38 accelerated startups from five Italian accelerators and a control group of 38 non-accelerated Italian startups. Our findings support the business accelerator literature that regards accelerators as a new and distinct generation of business incubators. Our results suggest that participation in accelerator programs on its own does not influence firm survival. However, we found a relationship between firm survival and accelerated technology-based firms that do not export and between firm survival and accelerated firms in the service sector with a small team that do not export. We conclude that factors affecting the survival of accelerated firms are different from factors affecting the survival of incubated firms, providing further evidence of the characteristics that distinguish accelerators from incubators.