The impact of reverse logistics process coordination on third party relationship quality: A moderated mediation model for multichannel retailers in the fashion industry

Multichannel retailing is a widely adopted strategy in the fashion industry. Companies in this industry find it a source of competitive advantage to invest in reverse logistics infrastructure. However, limited empirical studies investigate the enablers of the relationship quality between the retailers and their reverse logistics service providers. This study quantifies the impact of reverse logistics process coordination between retailers and logistics service providers on relationship quality. Moreover, it tests the mediating role of reverse logistics service quality and the moderating role of conflict frequency in this relationship. Data were collected through a survey using a purposive sample of 241 retail store managers from the fashion retail industry of Pakistan. For this purpose, a self-administered questionnaire was developed using a five-point Likert Scale to gauge the responses. Conditional process analysis was used to evaluate the moderated mediation model. The findings showed a significant positive impact of reverse logistics process coordination on the relationship quality with a logistics service provider, a significant positive mediation effect of reverse logistics service quality, and a significant moderation effect of conflict frequency on the indirect relationship. However, conflict frequency, contrary to the hypothesis in the study, strengthened the indirect relationship. Furthermore, the moderation effect of conflict frequency on the direct relationship was insignificant. This study will help managers better understand the best practices leading to effective management of reverse logistics processes, particularly product returns.     

Exploring the factors that drive consumers to use contactless delivery services in the context of the continued COVID-19 pandemic

The spread of the COVID-19 pandemic has resulted in the launch of contactless delivery services. This research integrates resource matching, service quality evaluation, and perceived value theories to explore the factors that promote the use contactless delivery services. The data was obtained through questionnaire surveys, and research hypotheses were verified through the structural equation modelling approach. With the exception of convenience, the results show that privacy, reliability, security, and flexibility have a significantly positive effect on consumers' intention to use “contactless” delivery services through consumers' perceived value. This study contributes to the literature by introducing theoretical frameworks from various paradigms and enriches the academic research on existing theoretical structure models. It also helps optimize resource allocation and realize the social environment related to coexisting with the COVID-19 pandemic.     

智慧居家养老服务协同供给的优化路径研究——以广西钦州市智慧居家养老项目的实践经验为例

智慧居家养老服务的协同供给可以形成社会联动效应，降低公共服务成本。运用公共服务协同供给分析框架，通过交叉分类方法从协同主体的利益与目标两个变量的耦合性出发分析广西钦州市智慧居家养老项目中养老服务主体间不同种类的协同关系，可以从加强政府领导、形成合作联盟、建立市场标准、创新扶持政策4个方面完善政府、企业、社会组织之间不同类型的协同供给，实现社会资源的高效利用以及向智慧居家养老服务的发展和转变。     

Chinese relationship management: a qualitative study of banking in New Zealand

This study investigates the relational factors and motivations of Chinese migrant consumers towards financial service providers in New Zealand. Using convergent interviews, a deeper understanding is developed of immigrants’ relational behaviour with service providers. These relationships with service providers are significantly influenced by traditional Chinese values and guanxi and relational embeddedness plays an important role in how they are developed. The research contributes a better understanding of the interplay between Eastern and Western cultures in service relationships among immigrant groups. A general theory of the Chinese perspective of customer relationship management is developed. The implications for how marketing practitioners manage their relationships with migrant customers are explored.     

The influence of hospitable design and service on patient responses

ABSTRACT

A study of 216 respondents examined a medical center environment’s influence on patient responses. A stimulus–organism–response (S-O-R) model was adapted to the theory that more hospitable healthcare servicescape elements will affect patients’ overall satisfaction with healthcare experience, loyalty intentions, and willingness to pay out-of-pocket expenses for healthcare services. Servicescape elements included atmospherics of the healthcare environment, service delivery by healthcare staff, physical design of the healthcare environment, and wayfinding. Results of structural equation modeling confirmed that the four servicescape elements – had a significant impact on patients’ overall satisfaction with the healthcare experience. Furthermore, overall satisfaction with the healthcare experience predicted patients’ loyalty intentions and willingness to pay out-of-pocket expenses for healthcare services. The study makes a significant contribution to the empirical modeling of patients’ behavioral responses to hospitable healthcare environments.     

中国农药施用与农业经济增长脱钩状态：时空特征与影响因素

[目的]明确农药施用与农业经济增长关联状态及其影响因素,为实现"控药减害增收"的目标提供借鉴。[方法]基于2005—2015年数据利用脱钩理论和对数平均分解指数法分解进行分析。[结果]中国农业经济增长伴生大量农药施用,仅少数省域表现出农药施用和农业经济增长扩张绝对脱钩的理想状态,东北西北部分省域农业经济增长则以更大幅度的农药投入增长为代价。中西部地区劳动力规模和技术进步效应是推动农药施用与农业经济增长脱钩的因素;东部地区种植规模变化、劳动力规模和技术进步因素均是推动农药施用和农业经济增长脱钩的因素;东北地区仅劳动力规模效应成为推动脱钩的力量。[结论]推动农药施用与农业经济增长脱钩需要强化农业科技的创新与普及,完善农业生产过程中的技术支撑,推动农业病虫害监测预警,加大对环境友好型低污染农药和肥料的推广度;构建农户施药的多重约束机制,完善农业病虫灾害保险减少农户对生产过程的风险感知,发挥农业合作社对农户施药行为的规制作用,完善产品分级认证和安全准入制度;通过农地合理流转和农业机械化等方式集约利用农业生产资源;因地制宜推动农药施用与农业经济增长脱钩,结合区域资源优势和农业发展阶段有针对性地设计对策措施。     

Reverse Knowledge Transfer on Emerging Market Multinationals: A Case Study of the Largest Private Bank in Latin America

Knowledge transfer between headquarters and subsidiaries and the study of emerging market multinationals (EMMNE) are two important and rapidly growing research topics in International Business (IB) studies. This research analyzes, through an in-depth single case study, the Reverse Knowledge Transfer (RKT) processes of an emerging market multinational, more specifically the largest private bank in LATAM—Banco Itaú Unibanco S.A.—to understand how emerging market parent companies benefit from their subsidiaries’ knowledge. Our findings validate important concepts in the IB and RKT literature, contribute with valuable insights to theory generation, and indicate possible avenues for future research.     

Employee workplace spirituality and pro-environmental behavior in the hotel industry

Pro-environmental behaviors in the workplace are less investigated than those in the public and private spheres. With this in mind, and through the values framework of workplace spirituality (WPS), synthesizing the theories of connectedness and organizational citizenship, the current study proposed a theoretical model to gauge the influence of WPS, a relatively new area of inquiry in organizational research and a neglected field in tourism and hospitality, on hotel employees’ organizational citizenship behavior for the environment (OCBE). In this framework, the emerging concept of connectedness to nature (CNS) – a strong cognitive and affective predictor of pro-environmental behavior – was depicted as a mediator, and the construct of environmental awareness (EA) was deemed a moderator. The intended model received support through empirical testing, and results confirmed that WPS is significantly associated with employees’ OCBE, and CNS indirectly affects the relationship between WPS and OCBE, while EA functions as a booster. The theoretical and practical implications of the study were discussed, and a series of contributory managerial implications were described accordingly.     

信息传播培养理论视域下的农户亲环境行为研究——对甘肃省19个县（区）542农户的调研分析

大众传播媒介及农业信息服务网络通过环保信息传播可在潜移默化中培养农户的亲环境价值观，进而影响农户的亲环境行为。基于信息传播培养理论，整合计划行为理论和“信念—价值—规范”理论构建亲环境行为理论模型，并采用甘肃省19个县（区）542户样本农户的调研数据进行验证，结果显示：环保信息的有效传播可以潜移默化地强化农户的亲环境价值观，农户的亲环境价值观、行为态度、主观规范、知觉行为控制及责任归属均对其亲环境行为有显著的正向预测作用，农户经营规模和专业化水平对其亲环境行为也有显著正向影响。应提高农户生产经营的规模化和专业化程度，加强对农户亲环境价值观及主体责任认知、亲环境行为知识和技能等方面的教育和培训，并充分发挥农村干部、党员、能人等的带头示范作用，以有效促进农户亲环境行为。