Optimizing service failure and damage control

Should a provider deliver a reliable service or should it allow for occasional service failures? This paper derives conditions under which randomizing service quality can benefit the provider and society. In addition to cost considerations, heterogeneity in customer damages from service failures allows the provider to generate profit from selling damage prevention services or offering compensation to high-damage customers. This strategy is viable even when reputation counts and markets are competitive.     

Determination of derived importance of a tourism destination: A comparison of indirect methods

Two types of attribute importance, stated and derived, have been studied in marketing and tourism studies using Importance-Performance Analysis (IPA). Derived importance is thought to have an advantage over stated importance in reducing survey fatigue and social desirability biases, and thus is more predictable to an outcome variable. Derived importance is also used in a Relevance-Determinance Analysis to determine higher-impact core attributes or in an Importance Grid Analysis to explore the asymmetric relationship between attributes and overall satisfaction. Since derived importance is usually estimated through statistical methods, it is necessary to determine which method is the most appropriate. However, few studies have examined the appropriateness of indirect methods. To fill this research void, this paper judges the appropriateness of three statistical methods (i.e. multiple regression, partial correlation, and simple regression) based on data collected from Savannah, GA, using a new approach by which results of derived importance were compared against diagnostic attributes in the “keep up the good work” quadrant of IPA. Diagnostic attributes are attributes with higher stated importance and higher predictability of an outcome variable. Results show that urban forests and cultural heritage are such attributes, and simple regression is the best to infer attribute importance.     

‘Market failure’ arguments are a poor guide to policy

‘Market failure’ is frequently offered as a justification for government intervention in the economy. Proponents of interventions can point to almost limitless examples of markets which do not meet all the criteria for Pareto optimality and argue that government taxation, subsidies or regulation can perfect them, maximising social welfare. But comparing market outcomes with an unattainable and unidentifiable ideal is not useful in a world of imperfect knowledge and government failure. It is better to compare market outcomes against realistic alternatives. Furthermore, even within the market failure paradigm, concepts such as ‘public goods’ and ‘negative externalities’ are routinely misunderstood and inconsistently applied. This leads to predictably poor policy outcomes.     

Why We Should Change Our Attitude Towards Distressed Firms

This article surveys ‘creditor‐friendly’ and ‘enterprise‐friendly’ bankruptcy regimes with a focus on the methodology underlying the filter test in distress, as reflected both in its academic treatment and in legal practice. I find that the test exhibits pro‐liquidation bias in designating liquidation of a firm with recovery potential as the Type II error, and in underplaying the benefits of a possible turnaround. Further influences militating against continuation include the power conferred on creditors through the balance sheet criterion and the undervaluation of intangible assets. I make the case for reversing such biases to establish a presumption in favour of continuation.     

Prioritising alternatives for sustainable end-of-life vehicle disassembly in China using AHP methodology

The projection on Chinese increasing end-of-life vehicle (ELV) volumes indicates that the volume in 2020 will be about threefold that in 2015. The issue of scrapping vehicle upsurge relative to capacity crunches and environmental impacts perplexes Chinese dismantlers and it is intractable and urgent to choose an appropriate dismantling mode. The purpose of this study is to prioritise four potential dismantling modes and provide decision-making reference for dismantlers with a view to such criteria as environmentally sustainable considering constraints involving economy, technique, ecology and flexibility over changing condition. The conducted evaluation by the analytical hierarchy process (AHP) methodology takes sensitive and problematic aspects into account through questionnaires. The whole evaluation process supported by expert preferences, provides a simple and intuitive knowledge to construct arguments for ELV decision-making process. Results show that disassembly line involves the highest global weight of 0.363 and is concluded to be the best compromised ecological alternative.     

Revitalising serial entrepreneurship in sub-Saharan Africa: insights from a newly emerging economy

In light of the growing national priority to develop and revitalise entrepreneurship in emerging economies, our understanding of barriers to serial entrepreneurship (SE) in such a context warrants further scholarly attention. Using insights from Ghana, an integrated framework of endogenous and exogenous barriers to SE is advanced. The study identified factors such as stigmatisation of business failure, fear of failure, successive governments’ suspicion of the private sector and lack of a clear national policy as barriers to the development of SE. By creating conditions for de-stigmatising of failure, countries would be able to create conditions for more serial entrepreneurs to emerge and flourish. The analysis also indicates that reinvigorating entrepreneurship by providing space and opportunity for failed entrepreneurs to re-emerge would enable such countries to enhance entrepreneurial activities and improve economic development. The implications for technology analysis and strategic entrepreneurship literature are identified and examined.     

一种高能效低时延的LLN路由修复算法

由于低功耗有损网络(LLN)中无线链路的不稳定性和有损性，外部环境的干扰极易导致网络出现故障，从而严重影响网络性能，而LLN网络中现有路由修复算法存在控制开销冗余和修复时延较大等问题。为此，提出了一种高能效低时延的LLN路由修复算法(EELDR-RPL)。该算法通过采用“零额外控制开销通告链路故障及邻居节点信息”机制，使得链路故障节点的子节点能够及时获知链路故障以及链路故障节点的邻居情况；通过采用“自适应调整节点网络深度值”机制，使得链路故障节点能够快速地重新接入网络；通过采用“链路故障节点子节点自适应切换”机制，能够达到优化网络拓扑的目的。仿真结果表明，与现有路由修复算法相比，EELDR-RPL算法能够有效地降低路由修复时延和减少控制开销。     

Revisiting the expatriate failure concept: A qualitative study of Scandinavian expatriates in Hong Kong

This article advances the understanding of expatriate failure, which remains a contested social phenomenon in international work life as well as scholarly research. The study challenges the definition of expatriate failure and its inherent biases, i.e., the epistemological primacy of the firm level and the failure/success binary. We argue that this qualitative study of 51 Scandinavian expatriates in Hong Kong can contribute to advancing theory on the expatriate failure concept by asking individual expatriates what constitutes failure to them. By applying social constructionist and social anthropological ideas to the expatriate failure concept debate, we develop the internationality thesis which demonstrates a discrepancy between the expatriates’ perceptions of successful international assignments and the actual nature of their lived lives; many expatriates desire to enrich their lives through experiencing an international/intercultural and adventurous lifestyle, but, in fact, living lives with limited intercultural exposure and interaction. We conclude by proposing a reconceptualisation of expatriate failure in terms of offering both a new definition and approach to researching expatriate failure in which time/duration, context, and geographical location need to be taken into account. We believe the new approach can overcome some of the empirical unsoundness of mainstream definitions.     

Gender differences in the intentions to voice complaints across different service failure modes

The present study investigates the joint impact of the service failure mode (interpersonal service versus self-service technology) and gender on consumers’ intention to voice their complaints. Results from a quasi-experiment suggest that female consumers are more likely to voice their dissatisfaction following a self-service technology failure rather than an interpersonal failure. However, the service failure mode fails to influence male consumers’ complaint intentions. Moreover, our findings indicate that motivation to help is the mechanism behind female consumers’ complaint behaviors, thus mediating the effect of service failure mode on complaint intention. Therefore, hospitality practitioners might want to pay attention to the differences in each gender’s complaint behaviors across different service failure modes and provide effective service recovery solutions across the two genders.     

The effects of anticipated goal‐inconsistent behavior on present goal choices

Prior work has examined how, in the pursuit of long‐term goals, past goal behavior influences present goal choices. Instead, the present work focuses on how anticipating future goal behavior, specifically future goal‐inconsistent behavior, influences present goal choices. For example, how anticipating overspending on an upcoming vacation influences current spending behavior. The authors propose that the effect of anticipated goal‐inconsistent behavior on present goal choice is moderated by the perceived changeability of the future behavior. When future goal‐inconsistent behavior is perceived as changeable, consumers tend to imagine it away, and it has no systematic effect on present goal choices. However, when future goal‐inconsistent behavior is perceived as unchangeable, consumers accept it as a matter of fact, and systematic effects occur. Specifically, some consumers not only fail to buffer against future goal‐inconsistent behavior's negative consequences, but tend to exacerbate those consequences by increasing their goal‐inconsistent behavior in the present. Four studies examine this surprising behavior, using an individual difference (the response‐to‐failure scale) to identify when and for whom it occurs. The studies demonstrate the role of perceived changeability using various manipulations across multiple critical goal domains such as spending, eating, and academics.