社会化视角下接待业服务机器人对顾客体验的影响研究

随着人工智能和自动化技术日渐普及,服务机器人被越来越多地引入旅游接待业,但其应用尚处于探索阶段。在已有文献和理论基础上,本文依据互联网、社交媒体中接待业顾客对服务机器人的评价信息,以及对接待业顾客和员工进行深度访谈的数据,分析顾客对机器人服务的感知及体验。研究发现:(1)对机器人服务的感知涉及工具、社会化两个属性,社会化属性对顾客的愉悦体验产生重要影响;(2)服务机器人通过提升服务和营造愉悦氛围两条路径改善顾客体验。在此基础上,本文构建了服务机器人影响顾客体验的概念模型。本文从社会化视角探讨服务机器人的顾客体验感知,对服务机器人设计、服务场景管理和体验设计具有启示意义。     

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.     

Forest governance and economic values of forest ecosystem services in Vietnam

Forest ecosystems deliver valuable services to humanity. However, many forests are being degraded and their services have been undervalued. The main problem lies in the inadequate institutional arrangements for forest governance. This paper aims to assess the effects of alternative forest governance arrangements on the provision and economic values of forest ecosystem services (FES) in Vietnam. The study presents a framework for mapping land use and land cover (LULC) change stemming from actual and hypothetical changes in forest governance regimes, quantifies the resulting changes in the provision of FES, and estimates the associated economic values. In the context of the study site in the North Western uplands of Vietnam, we test three alternative forest governance scenarios: business as usual, with a dominant government role; a community-based governance regime; and a private, individual-based forestry governance regime. Scenarios are based quite closely on the way these regimes are (or might be expected to be) implemented in Vietnam. For each forest governance scenario, we map LULC changes based on land suitability analysis and transition likelihood for the period 2010 − 2020. The resulting maps are used as inputs into the InVEST (Integrated Valuation of Environmental Services and Tradeoffs) model, which is used to estimate the quantity of three specific FES: carbon storage/sequestration, sediment yield, and water yield. We apply economic valuation methods to value these services: the social cost of carbon is used to estimate the economic values of carbon storage/sequestration; the cost of removing sediment deposited in reservoirs is applied for valuing the reduction of sediment yield, and the residual value of water supply for hydropower generation is used for valuing water yield. The results show that forest governance regimes have a significant effect not only on forest LULC, but also on the quantity and values of FES derived from forests. The FES are differentially affected by alternative forest governance regimes: some FES increase in quantity and value under some governance regimes and decrease under others. Of the three forest governance regimes examined, there is no one regime that will always be ‘better’ than the others in terms of provisioning all considered FES. For the specific context of Vietnam, we find that the private forest governance scenario is inferior to the community-based governance scenario, as an alternative to the current state-based governance. Because our results pertain to the scenarios as constructed, rather than generally to broad categories of governance regimes, there remains the possibility that regimes can be constructed that outperform all of those examined here.     

林权流转价格及其影响因素分析

以林农拥有的活立木为研究对象,利用2007—2017年浙江省1546宗活立木流转样本,采用多元线性回归实证分析了是否在林权交易中心交易对活立木流转价格存在影响。结果表明:关键解释变量是否在林权交易中心进行交易对活立木流转价格具有显著的正向影响;流转面积、单位面积蓄积、区域虚拟变量、坡度等对流转价格都产生一定程度的影响;流转期限对流转价格的影响不大。因此,需要加强对林权交易中心的宣传,降低相关的交易成本,从而吸引更多的小规模林农参与交易。     

Masterful Meisters? Voluntary Certification and Quality in the German Crafts Sector

Voluntary certification systems potentially reduce search costs in markets with imperfect information. Service markets with many heterogeneous firms – such as the crafts market – are prone to information imperfections and can therefore potentially benefit from such informational mechanisms. We examine if the Meister qualification in the German crafts sector improves service quality as perceived by consumers. We find a significant and positive relationship between the Meister title and consumer ratings and conclude that the certificate is a credible sign of quality.     

动态能力理论视角下战略柔性对企业绩效的影响研究---差异化动态环境规制强度的调节效应

当前企业推进绿色转型进程、提升企业绩效,是实现高质量发展的重要途径。鉴于企业主动应对内外部因素联动影响的重要性,以动态能力理论视角,在探讨了企业变革发展驱动机制的基础上,尝试构建动态环境规制嵌入下的战略柔性与企业绩效的理论框架。分析并实证检验了战略柔性对企业绩效以及差异化强度的动态环境规制在二者关系中调节效应的作用机理和边界。研究结果显示,当前情境下,前瞻柔性、响应柔性对企业绩效均有显著的正向影响,且响应柔性的贡献度较高;两者交互效应亦能显著的正向影响企业绩效;表明企业对环境变化的预测、反应能力以及将两者协同配合是绿色转型发展的重要措施。一般强度的动态环境规制在前瞻柔性、响应柔性与企业绩效的关系中均不起显著的调节效应;高强度动态环境规制仅在响应柔性和企业绩效的关系中起显著负向调节效应;表明动态环境下,一般强度的政府规制政策对企业的决策和创新等行为更多的是无显著影响,充分尊重其自主发展;同时政府要根据环境变化,合理控制环境规制实施强度,谨防给企业应对环境冲击造成额外的负担。综合研究结果,提出企业加强多重柔性机制建设的力度和政府注重环境规制政策引导作用的策略,最终实现各利益相关者协同推进高质量发展的目标。     

Construction of a service quality scale for the online food delivery industry

The main purpose of this study is based on qualitative and quantitative research procedures, and integrates the key service factors for the online food delivery (OFD) industry extracted by Internet Big Data Analytics (IBDA) to construct a OFD service quality scale (OFD-SERV). This study takes OFD customers in Taipei City as the objects. The results show that 20 key service factors for the OFD industry are extracted through IBDA. The OFD-SERV scale contains six dimensions including reliability, maintenance of meal quality and hygiene, assurance, security, system operation and traceability, a total of 28 items. The results from the structural equation modeling showed that the reliability, assurance and system operation have a positive impact on customer satisfaction. Finally, the findings provide knowledge and inspiration for the current OFD, and enable OFD operators and future researchers to more accurately identify the deficiency of service quality.     

服务贸易视角下中日韩贸易竞争与互补分析

作为东亚地区经济发展的核心,中日韩三国服务贸易的发展一直备受关注。日本服务贸易的竞争力水平是中日韩三国中最强的,其次是中国,最后是韩国。中国具有竞争力的行业主要是建筑、电信、计算机和信息以及其他商业服务,韩国具有竞争力的行业主要是旅游和建筑服务,日本具有竞争力的行业主要是运输、建筑、专业权利和特许服务以及政府服务。进一步对中日韩服务贸易的影响因素进行分析发现:人均国内生产总值、外商直接投资、货物贸易出口额和服务贸易开放水平与中日韩服务贸易竞争力水平都呈显著正相关关系,其中,服务贸易开放度水平对中日韩服务贸易竞争力水平的影响最大,外商直接投资对中日韩服务贸易竞争力水平的影响最小。     

“一带一路”沿线省域生产性服务业与制造业联动融合关系辨析

选择"一带一路"沿线18个省域生产性服务业与技术或资本密集型装备制造业动态互动关系为研究对象,运用向量自回归(VAR)模型进行4个细分服务业和装备制造业脉冲响应比较研究,探究其双向互促性、行业异质性及长短期差异性。结果表明:二者虽然有长期均衡关系,但是互促作用具有非对称性。装备制造业对生产性服务业发展的总体拉动力强劲。但无论辅助联动式或价值链嵌入式生产性服务,都只是短期助推装备制造业发展,仍难以构成高端服务能力和发挥显著的规模经济效应,其长期匹配及推动作用较小。长期以来,装备制造业对知识密集型服务业需求程度不高,导致装备制造业对其拉动作用不明显,二者互动关联性较弱。不同互动机理及动态匹配方式下细分服务业与装备制造业互动效应差异性显著。装备制造业来自于自身内部的信息变动影响显著。应加强装备制造业创新投资引资、提升装备制造业产业集群创新竞争力、促使生产性服务业高质量发展、提高高层次人才培养引进效率,以促进沿线省域两大产业高层级耦合互动发展。