Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors

Service businesses are increasingly facing more demanding customers as a result of a shift in power from the service providers' side to the customers' side. Related literature predominantly examines the negative side of this ongoing trend, while overlooking the positive side. The major aim of this paper is to examine how frontline employees — investment account managers — deal with the ongoing increase in customer demandingness. To address this, we draw on adaptability performance theory to test the facilitating effect of frontline employees' post-transaction service behaviors (SBs) — diligence, inducements, information communication, sportsmanship, and empathy — as a means of adaptation to higher levels of customer demand. Findings indicate that frontline employees adapt most of their SBs' intensities to match customers' demands. The results show that some SBs actually increase the effectiveness and efficiency of frontline employees' service performance, leading to an increase in customer value and satisfaction. Customer value is found as a mediator in some of the relationships between SBs and customer satisfaction. Contrary to the conception of the negative outcomes of customer demandingness, service firms need to consider taking advantage of customer demandingness by stressing the role of frontline employees in adapting to customers’ demands.     

智慧城市建设对城市科技创新能力的影响

基于2008—2018年中国212个地级市面板数据,构建双重差分模型，评估智慧城市建设对城市科技创新能力的政策影响效应，并对城市异质性进行拓展分析。结果显示，智慧城市政策能够显著提高区域科技创新能力，且城市科技创新基础越好，政策效应越突出。据此提出智慧城市建设应从优化科技创新投入结构、共建协同创新平台、完善成果转化机制、优化创新空间布局等多个维度协力打造科技创新生态，整体提升科技创新实力。     

Corporate financial distress: The case of publicly listed firms in an emerging market economy

Occurrences of financial distress (FD) are not readily obvious yet can span several periods. This paper examines episodes of FD using industry‐relative (IR) firm‐/ accounting‐, market‐ and macro‐level information. Mixed logit regressions reveal that firm‐ and market‐based measures, as well as macro‐level variables explain the likelihood of FD in 263 publicly listed non‐banking firms in the Philippines during the period 1995 to 2018. Rates of identification of firms in financial distressed states of close to 69 percent are obtained at a cutoff probability of 0.30 in the model with time‐varying intercept and slope. This study shows the importance of recognizing heterogeneous firm behavior. The ability to more accurately predict the probability of FD and to determine the financial health of firms can help financial institutions in allocating funds and policy makers in predicting crises episodes.     

Do leveraged warrants prompt individuals to speculate on stock price reversals?

Using proprietary data on bank-issued knock-out warrants written on a stock index, we find that individual investors’ aggregate warrant portfolio speculates against the short-term trend of the index. We argue that contrarian trading is driven by the interaction of product design and investors’ preference for large leveraged positions. Investors tend to open larger positions whenever warrants offer higher leverage. As a result, investors open an aggregate long position when calls offer higher leverage than puts. Since knock-out leverages move systematically with the underlying, aggregate warrant positions become contrarian even if investors do not intend to speculate on reversals.     

违约与杠杆周期——一个带有救助的金融加速器模型

我国为应对2008年国际金融危机的冲击采取了一系列经济刺激政策,在发挥“稳增长”作用的同时,也在一定程度上导致我国企业部门杠杆水平快速上升,但与此同时,不良贷款率并没有随企业部门杠杆的上升而显著增加。为了解释企业部门违约与杠杆的周期特征,本文在金融加速器模型(Bernanke et al.,1999)基础上,引入政府对企业部门的违约救助机制,建立DSGE模型进行讨论。进一步地,本文还通过一个不合意的去杠杆政策试验表明,忽略资产价格稳定(或者说金融稳定)前提下的去杠杆政策,反而会使企业部门的杠杆和违约率同时上升到一个较高水平。最后,引入一个盯住预期资产价格的动态救助规则能够发挥稳定经济的作用,并提高社会福利水平。     

农民工教育与职业的匹配及其工资效应——基于城市规模视角

农民工教育与职业的匹配状况对提高劳动力资源利用、增加劳动供给质量具有重要意义。本文使用中国流动人口动态监测调查2011~2016年微观数据,基于城市规模视角分析了农民工教育与职业的匹配状况对工资效应的差别。研究发现:人口规模越大的城市,农民工教育与职业的错配比例越高;中小城市农民工教育过度对工资的影响呈现工资嘉赏效应,大城市农民工教育过度对工资的影响以工资惩罚为主;而教育不足对农民工工资则普遍存在负向影响。农民工教育与职业不匹配对工资影响的理论机制表明,中小城市支持人力资本理论模型,而大城市和特大城市则支持分配理论模型。这意味着,农民工在中小城市表现出学历越高人力资本回报越高的特点;而在大城市,教育与职业适配则更为重要。因此,改善城市层面的教育-职业的适配性,让农民工在城市劳动力市场上自由流动和工作转换,进一步增强城市间劳动力资源的流动是相关政策调节的重点。     

Contraction flexibility,operating leverage,and financial leverage

This study investigates the impacts of contraction flexibility and operating leverage on financial leverage from the perspective of the agency conflict between shareholders and debtholders. In a continuous-time real option framework, we demonstrate that shareholders’ contraction flexibility may have an adverse effect on financial leverage, and that the substitution relation between operating leverage and financial leverage is persistent or pronounced in the presence of contraction flexibility. The evidence from Chinese listed firms not only supports our theoretical predictions well, but also offers a method to examine the agency conflict hypothesis. We suggest that the high proportion of bank loans or long-term debt in total liabilities can help levered firms alleviate the agency problem arising from contraction decisions.     

转变城市发展方式之低碳城市建设——基于德国经验借鉴

首先从产业能源体系、低碳交通网络及生态环境三方面梳理德国低碳城市建设实践,然后总结德国在低碳意识培养、战略目标制定、政策体系建设等方面值得借鉴的经验,最后从“公平-效率-质量”视角为我国低碳城市建设提出建设路径:加快创新驱动,提高建设效率;提供制度支持,注重建设公平;强调以人为本,提升建设质量。     

Financial statement comparability and bank risk-taking

This study examines the relationship between financial statement comparability and bank risk-taking. Our analysis of a sample of publicly listed U.S. banks over the 1994–2019 period shows that banks with more comparable financial statements are related to significantly less risk-taking. We also find that the negative relationship between comparability and risk-taking is more pronounced for firms with more severe moral hazard and agency problems. Our documented findings are robust across alternative measures of comparability and risk-taking and considering change analysis, after controlling for strength of corporate governance and using propensity score matching and two-stage least squares estimation to address endogeneity concerns. Our analysis also shows that the relationship between financial statement comparability and bank risk-taking is stronger for smaller banks than for larger banks. Overall, this study provides unique insights into the role of financial statement comparability in curbing risk-taking in the banking sector.     

It makes me feel vulnerable! The impact of public self-disclosure on online complaint behavior

Genuine reviews are essential for financial performance and for customer trust. In the case of a negative experience, withholding negative reviews may lead to biased online information. This paper aims to investigate two factors that may prompt customers to withhold their complaints (i.e., identity disclosure and locus of control). The study adopts a sequential exploratory mixed-method approach. An exploratory interview phase compares public vs anonymous online environments, and explores the reasons why dissatisfied customers might decide not to complain. An experiment then shows that vulnerability is a key mechanism preventing negative reviews. This effect is exaggerated when customers perceive that they do not have control over the events happening in their lives (i.e., external locus of control). Our work uncovers an important determinant of online complaint behavior, vulnerability. It also offers practical suggestions, such as improving confidentiality, to increase a customer's willingness to complain following a negative experience.