Discovering the “customer annoyance iceberg” through evidence controlling

There is no doubt about the relevance of complaint management for customer retention. But complaint management-objectives can only be achieved if complaints registered by the firm give a comprehensive view of the annoyances perceived by customers. In fact, a considerable share of annoyed customers do not complain and many complaint articulations are not registered. Because of these “unvoiced” and “hidden” complaints, registered complaints show only the tip of the “annoyance iceberg” leading to misinterpretations and wrong allocation decisions. As a countermeasure, the concept of evidence-controlling is developed in this paper. Relevant key figures are identified, effective information gathering is demonstrated and managerial implications and open research questions are discussed.     

解决我国农业保险缴费瓶颈的一种尝试:现代易货交易

当前,我国农户相对不足的农业保费缴纳能力与缴纳意愿是制约农业保险进一步发展的瓶颈。政府有限的财政补贴与农业风险管理技术手段的改进措施均无法从根本上突破这一困境。为此,本文在对农户农业保险消费行为进行重新诠释的基础上,借鉴现代易货交易的实践与经验,提出了一个新的解决思路,即将现代易货交易与农户农业保险的投保行为有机融合在一起,并对这一解决途径的可行性进行了深入分析,进而提出了相应的具有现实操作性的措施建议。     

Ethical Climates and Workplace Safety Behaviors: An Empirical Investigation

In this article, the important but neglected link between workplace safety-enhancing behavior and ethics is explored. Using data from 237 employees from five manufacturing plants in the Midwest, we investigated how specific local ethical climate types are linked to incidences of injuries and two types of safety-enhancing behaviors: safety compliance and safety participation. It was hypothesized that egoist climates are positively related to injuries and negatively related to safety-enhancing behaviors. In contrast, it is proposed that both benevolent and principled climates have negative relationships with injuries and positive relationships with safety-enhancing behaviors. Results provided support only for our principled climate types while benevolence has the desired negative relationship with injuries. Egoism and benevolence are not related to safety-enhancing behaviors. Theoretical and practical implications of findings are discussed. K. Praveen Parboteeah (Ph.D. Washington State University) is an Associate Professor of International Management in the Department of Management, University of Wisconsin – Whitewater. Parboteeah's research interests include international management, ethics, religion and technology and innovation management. He has published articles in numerous acadamic journals including Academy of Management Journal, Organization Science, Decision Sciences, Small Group Research, Journal of World Business, Management International Review, R&D Management and Journal of Engineering and Technology Management. Edward Andrew Kapp is an Assistant Professor in the Department of Occupational and Environmental Safety & Health at the University of Wisconsin-Whitewater. He received his Ph.D. in Industrial Engineering from the University of Wisconsin-Madision. Prior to his position at UW-Whitewater he worked in government, consulting, and private industry. Currently he teaches graduate and undergraduate courses in occupational safety, environmental health & safety management, and environmental and safety law. Dr. Kapp's research is in the area of environmental health & safety management, focusing on the influence of climate and leadership on safety performance.     

Exploring the relationship of perceived automotive salesperson attributes, customer satisfaction and intentions to automotive service department patronage: The moderating role of customer gender

This study examines the relationship of perceived automotive salesperson attributes and customer satisfaction behavior in the purchase experience leading to the patronage of a service department in an automotive dealership. Logistic regression analyses indicate that gender moderates the relationship of the perceived salesperson attributes and customer satisfaction as well as intentions for service department patronage. The model distinguishes users from non-users of the service department and does this better for females than for males. Finally, the paper concludes with a discussion of the managerial implications and directions for future research.     

我国医院营销行为中存在的问题及对策分析

本文认为,我国医院营销行为中存在的主要问题有:营销意识淡薄,营销观念滞后;营销组织不健全,营销人才缺乏;市场调研不科学,信息反馈不到位;医疗服务同质化,市场开拓能力较弱;医药费用虚高,医疗服务定价不合理;营销手段单一,宣传力度不够;医疗诚信缺失,过度推销严重等等。文章提出,提高医院营销管理水平,一要树立营销意识,更新营销观念;二要建立健全专职营销组织,积极培养和引进营销专业人才;三要充分发挥营销部门的主导作用,实现医院营销手段和营销主体的有效整合;四要加强诚信教育,完善管理机制,遏制过度推销行为。     

Power, Self-regulation and the Moralization of Behavior

The perception of behavior as a moral or conventional concern can be influenced by contextual variables, including status and power differences. We propose that social processes and in particular social role enactment through the exercise of power will psychologically motivate moralization. Punishing or rewarding others creates a moral dilemma that can be resolved by externalizing causation to incontrovertible moral rules. Legitimate power related to structure and position can carry moral weight but may not influence the power holder’s perceptions of rules and general norms of behavior. Social identity theory suggests moralization could be promoted by a concern for shared, defining values. However, the tendency to moralize another’s behavior can be injurious to shared identity. We explored white-collar employees’ perceptions of several categories of noxious or deviant workplace behaviors and regressed these perceptions on the tendency to use legitimate, referent, or reward and punish power; social identity; and the interaction of social identity and power, in particular legitimate power. Only the tendency to influence others through punishment or reward predicted moralization. Alternative causal explanations for the findings were addressed through the absence of any relationships between punishment and reward power and perceptions of deviant behaviors as wrong, upsetting, or requiring punishment. We discuss these results in the context of self and social processes, the social construction of morals and power, and the impact of managers’ behavior on group or organizational ethics.     

女大学生闲暇消费心理与行为研究——以山东大学威海分校为例

以山东大学威海分校本科女大学生为研究对象,运用问卷调查和个案访谈的方法研究女大学生闲暇消费心理和消费行为。研究结果表明,女大学生的闲暇消费以追求实惠和兼顾时尚为主导,理性消费观念占主流。从而引导女大学生合理、健康地消费,同时也为企业营销提供借鉴的策略。     

对电子商务时代网络体育消费者购买决策力的分析与研究

随着电子商务的快速发展,越来越多的体育消费者青睐于网络消费。本文通过对网络体育消费群体的特征、类型以及消费行为的特点与动机等因素进行分析,探讨影响该群体消费行为的因素,进而结合目前体育用品网络消费市场的发展现状,探讨相应体育营销手段,以期有助于网络体育零售商制定适合于网络销售的营销战略和营销工具。     

市场竞争、经理人激励与上市公司舞弊行为——来自中国证监会处罚公告的经验证据

中国上市公司控制权市场、经理人市场和经理人激励对舞弊行为影响的检验结果表明,在控制权市场竞争中只有第二大股东的制衡力量对舞弊行为起到显著的抑制作用,经理人市场的竞争程度与公司舞弊行为显著负相关,不成熟的经理人市场使得经理人的声誉机制和报酬激励机制都难以发挥抑制舞弊行为的作用。治理上市公司舞弊行为的更好路径是优化经理人的选任机制和竞争机制,而不是仅仅强化其激励。     

基于博弈理论的设计施工联合体行为分析 *

运用博弈理论及信息经济学,分析了设计施工联合体各主体间的行为动机及相互间影响,结合广州新光快速路工程实践总结了设计施工联合体所取得的经验和启示,为完善设计施工联合体总承包模式提供依据和参考。