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.     

天然气管线冲刷破损失效分析

某燃气公司一段埋地高压天然气输送管线某处发生严重破损，为分析失效原因，作者采用宏观形貌分析、扫描电镜分析、化学成分分析、显微组织分析、力学性能检验、Fluent模拟分析等系列方法对该失效管段进行分析。结果表明，与该天然气管近距离平行铺设的自来水供水管道破裂，导致高速水流正面与切向冲刷作用，最终导致天然气管破裂。根据分析结论，提出了预防同类事故发生的建议。     

基于时间维度的组织学习理论——组织从过去经历中学习的模型

从经历中学习是组织学习的重要方面。从科学、严谨的研究范式出发,结合东方传统的"阴阳"哲学思想,基于时间维度提出了包含学习主体、经历样本、成功失败经历集、学习主体特征、"知"和"行"等要素的组织从过去经历中学习的模型,并对相关问题进行了探究。具体包括:学习主体从经历中学习的认知特性;不同类型经历对应的不同学习方法,成功经历和失败经历对学习效果的差异性影响,经历集影响"知"和"行"的7种自动的和有意的学习方式;"知"与"行"相互转化及其触发机制;客观世界从时间和空间两个维度客观展开的观点等。该系统模型为未来研究提供了理论框架和实证检验方向。     

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.     

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。     

Can Government Intervention in Childcare be Justified?

Childcare is not like other goods and services. Its inherent nature creates unusual challenges for efficient delivery by the market, while its usage can have social as well as private consequences. Government involvement in childcare may therefore be justified to improve the efficiency of delivery or achieve social objectives, but its effectiveness will depend on whether policy measures can better address the challenges of childcare provision than the market. This article reviews the justification for the recent rapid development of childcare policy in the UK and considers the potential benefits and drawbacks of this growing government intervention.     

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.     

When new product development fails in China: mediating effects of voice behaviour and learning from failure

This paper investigates conflicts following a new product development (NPD) failure. Conducted in a Chinese business setting, the study examines whether voice behaviour and learning from failure mediate the relationship between task- and emotional conflict emerging from NPD failure. Our findings indicate that voice behaviour and learning from failure are necessary to effectively reduce task and emotional conflict and thus to enhance future NPD. Specifically, it is revealed that emotional conflict leads to a reduced level; and that voice behaviour and learning from failure are significant mediators that influences the relationships between emotional and task conflicts with it.     

“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。     

Short-term safety or long-term failure? Empirical evidence of the impact of securitization on bank risk

Based on a sample of U.S. commercial banks from 2002 to 2012, this paper shows that bank loan securitization has a significant and positive impact on both Z-scores and the likelihood of bank failure, indicating a short-term risk reduction and a long-term risk increase effect. We also find disparate impacts between mortgage and non-mortgage securitization. Loan sale activities are found to have a similar impact to securitization.