Servir les clients avec le sourire: Source d'épuisement ou de performance chez les employés de centres d'appels?

This study examines the relationships between emotional labour (surface acting, deep acting, and natural expression of positive emotions) and emotional exhaustion and service performance among 215 call centre employees. Of the hypotheses concerning the relation between the three emotional regulation strategies to emotional exhaustion and to service performance, only natural expression of positive emotion is significantly related to both consequences. Results also suggest that neuroticism moderates the link between deep acting and emotional exhaustion: employees with low levels of neuroticism seem more emotionally exhausted when they use deep acting. Copyright © 2016 ASAC. Published by John Wiley & Sons, Ltd.     

The relationship between national culture and the use of professional services: Evidence from two cross-country studies

Each year, clients spend large sums on professional services, such as accounting services, legal services and consulting services. While research has found significant cross-country differences in organizations’ spending on professional services, we do not know why they occur. Inspired by the organizational buying behavior literature, this paper investigates the influence of national culture on the use of professional services, particularly management consulting services. As the use of professional services involves considerable uncertainties—particularly for the buyer—it can be assumed to be influenced by cultural differences regarding the level of Uncertainty Avoidance, Individualism and Masculinity. By drawing on two independent cross-country studies, we show that organizations in high uncertainty avoidance and individualistic cultures use professional services less than organizations in low uncertainty avoidance and collectivist cultures. We found no relationship between Hofstede's dimension of Masculinity and the use of professional services. The findings contribute to the theorizing on how the cultural context influences organizational buying behavior and the purchasing of professional services.     

智能生产与服务网络下新型产业创新平台运行模式研究

在智能生产与服务网络化背景下，传统产业创新平台技术含量低、创新积极性不高、持续升级能力弱、成果转化效率低等矛盾日益凸显。针对该问题，提出了智能生产与服务网络下的新型产业创新平台运行模式。首先从科技支撑、智能生产与服务组织、感知与信息传输、基础设施和平台规制角度研究其组织结构，并从个性化定制、模块化集成和全程价值链供给角度研究其功能结构；然后从协同创新、导向、风险和产业生态进化角度研究其保障机制；最后从市场化角度研究其运行路径。通过研究智能生产与服务网络下的新型产业创新平台运行模式，为实施传统产业高端化、推动行业进步、促进经济发展提供参考与借鉴。     

大学科技园科技服务合作治理模式研究

为提升科技服务质量，大学科技园区纷纷探索新型建园模式。以重庆市北碚国家大学科技园为研究对象，采用扎根研究方法，剖析大学依托、政府支持、企业运作的共建办园、合作治理模式，探究其发展路径、特色优势及发展趋势。     

Are you really doing good things in your boss's eyes? Interactive effects of employee innovative work behavior and leader–member exchange on supervisory performance ratings

Organizations increasingly depend on employee efforts to innovate. However, the quality of relationships between leaders and employees may affect the recognition that employees receive for their innovative work behaviors. Drawing from a social cognition perspective, we tested a model in which leader–member exchange (LMX) moderates the impact of employee innovative work behavior on supervisory ratings of employee performance. Results from two multisource studies combining self, colleague, and supervisor ratings consistently showed that employees receive more favorable performance ratings by engaging in innovative work behavior when they have high‐quality LMX relationships. Moreover, we found that this interactive relationship was mediated by leader perceptions of innovative employee efforts, providing support for a moderated mediation model. Implications for the literatures on performance appraisal, LMX, and innovation are discussed.     

The problem of employees' network centrality and supervisors' error in performance appraisal: A multilevel theory

This article reveals an unexplored paradox for HR managers: the centrality of an employee in the social network benefits performance but hampers performance appraisal because it affects supervisors' rating errors. Central employees can be erroneously rated high on performance even when they are not high performers because supervisors tend to overappraise their performance. A distinction is made between rating precision, which depends on supervisors' uncertainty regarding employees' performance, and rating accuracy, which depends on supervisors' bias in favor of employees. Employee centrality is posited to be beneficial to precision but deleterious to accuracy because it regulates the diffusion of positive information, status, and power, all of which distort supervisors' capacity and motivation to accurately appraise performance. It is then argued that rating errors caused by network centrality affect aggregate perceptions of justice in organizations. When employees are highly connected to each other in a dense network, organizations have a strong and positive justice climate. Yet when some employees are more central than others in a centralized network, organizations have a negative and weak justice climate. The article contributes to the literature because it identifies an unexplored dark side of network centrality and offers recommendations for HR managers to cope with its deleterious consequences and for scholars to study them.     

科技服务业产出测算：指标确立、数据收集与未来预测

科技服务业产出测算是对科技服务业产出数据的统计与分析，加强科技服务业产出数据的规范统计和应用分析可为我国政府调整产业政策提供重要数据支撑。以科技服务业产出测算为研究对象，结合学者观点、国家标准及各级政府相关产业政策，提出将分支产业作为初始指标的横向统计思路，构建科技服务业产出测算指标体系。在数据收集方面，强调要做好“收”与“填”两个基本工作；在指标确立和数据收集基础上，进一步提出未来预测的两种方法，以此作为科技服务业产出数据预测的初步探索；提出应从统一数据统计标准、完善数据调查与公开制度、加强数据资源开发3个方面建立健全我国科技服务业产出数据测量与管理体制机制。     

刚度不均匀分布的连体结构的抗震性能分析

通过连接体将两个或两个以上的独立塔楼连接在一起,形成连体结构。在地震作用下,塔楼的变形和内力变化复杂,且两塔楼之间的耦联效果显著。本文采用弹塑性时程分析法,研究其在罕遇地震作用下的动力响应,并且通过对不同对称性、平面内不同刚度分布、不同跨度的结构进行弹塑性时程分析,分析结构的对称性、跨度的参数对结构动力响应的影响。     

Perception value of product-service systems: Neural effects of service experience and customer knowledge

Digital trends in product-service system (PSS) development focus on developing win-win solutions for both companies and customers, particularly when considering human behavior issues. It is useful for the PSS provider to know the PSS value creation mechanism when customers are buying and utilizing a PSS, particularly in the service-dominant logic (SDL) and cognitive neuroscience perspective. This study solved the PSS implementation that satisfied the demands of both customers and manufacturers and the value cocreation mechanism during product and service configuration with the impacts of consumer learning and the service experience. The proposed neuroscience methodology is based on an ERP (event-related potential) experiment using PSS stimuli, representing the perception value creation process during customer decision making and the PSS configuration process. The effectiveness of the service experience is more important than customer knowledge during PSS value perception due to positive emotions with pleasant memories for the service experience and the conflicting cognition process of customer learning. The combination of service science and neurology may measure and observe human behavior and psychology through the brain science method and effectively solve the human factors in service science. The findings suggest a more objective and personalized understanding of PSS value perception, particularly the practical requirements of a resulted-oriented PSS and an application-oriented PSS.     

Firm-specific human capital in different market conditions: Evidence from the Japanese football league

This paper examined how and the extent to which obtaining skills to meet team specific human capital is important to improve football player’s performance by comparing the top league and the second league. Based on panel data of individual players during the 2012–2016 seasons of the Japan Professional Football League (J League), we found; (1) In the top-league, changing team reduced player’s performance and their performance improved as player’s tenure of the team and also tenure of J League increased. (2) returns from acquiring team specific skills on time of play in the game increase and then decrease as years have passed. (3) benefit from moving team depends on the timing of moving, and so rookie players can benefit from moving when team tenure reach 4 years or more. (4) In the second league, neither team tenure nor experience of the professional football player does not influence player’s performance.