Reacting to the demands of service work: emotional resistance in the Coaching Inn Company

This paper discusses employee resistance to the emotional labour of face-to-face service work. It identifies a difficulty with the extension of the concept of resistance from the more traditional manufacturing industries to service work, asking how far apparently resistant behaviours can sensibly be conceptualised as a challenge to management control of the labour process. This difficulty is explored through a discussion of data drawn from ethnographic research into a chain of public houses. Various forms of resistant behaviour are identified, although the precise nature of this resistance is often blurred by the complex relations between employee, management and customer.     

表层扮演对员工离职倾向的影响：情绪耗竭的中介作用与组织支持的调节效应

随着消费经济的兴起与服务业的发展,企业服务性岗位员工因情绪劳动引发的负面效应越来越受到理论界和实践界的关注。文章基于资源保护理论与组织支持理论,以通讯公司客服人员为研究对象,探讨表层扮演对离职倾向的影响机制,重点分析情绪耗竭的中介作用与组织支持的调节效应。研究发现：表层扮演会影响员工的离职倾向;情绪耗竭在表层扮演与离职倾向的正向关系间具有完全中介作用;组织支持感和主管支持感对表层扮演和情绪耗竭的关系具有调节效应。研究结论丰富和发展了情绪劳动的理论模型,并提出企业可以采取相应的干预措施缓解员工由于表层扮演带来的情绪耗竭和离职倾向问题。     

Getting a feel for price affect: A conceptual framework and empirical investigation of consumers' emotional responses to price information

Behavioral pricing research is cognitively biased. Therefore, the research agenda for this paper is to examine consumers' emotional responses to price information, or price affect. A conceptual framework of price affect based on appraisal theory is proposed. Moreover, a psychometric measure of price affect capturing positive and negative emotions is derived. A field experiment involving N = 1533 consumers reveals that a price increase leads to changes in price affect. Also, negative price affect is related to passive consumer behavior, whereas positive price affect is associated with proactive consumer behavior. Yet, a price increase reduces the importance of price affect in predicting consumer behavior. In addition, both price cognitions and price affect mediate the effect of a price increase on consumer behavior. Consistent with appraisal theory, a price increase exerts its causal influence on price affect through changes in price cognitions. Similarly, price affect mediates the effect of price cognitions on consumer behavior. Finally, price affect improves the prediction of consumer behavior beyond price cognitions. Results suggest that price affect is a stand alone, previously overlooked predictor of consumer behavior. Implications are discussed. © 2008 Wiley Periodicals, Inc.     

Emotional Exhaustion in Offshore Call Centers: A Comparative Study

The aim of this study is to draw on a cognitive-affective personality system to test if the personality–emotional exhaustion–turnover intentions/perceived service quality relationships are valid among agents working in offshoring call centers. This is achieved by comparing these relationships between two groups' agents: (a) agents interacting with customers having the same national culture in a developed country (ACSC); and (b) agents in a developing country interacting with customers having a different national culture (ACDC). Data were collected from three call centers in Morocco, representing the ACDC group, and a call center in Canada which represented the ACSC group. Data was analyzed using two steps: (a) a paired-samples t-test; and (b) a path analysis using a bootstrap based on the Monte Carlo method. The findings reveal invariant measure of all our concepts, and significant differences between the two groups (ACDC and ACSC) with respect to some personality–emotional exhaustion–turnover intentions/perceived service quality relationships.     

我国油船用钢需求现状及未来发展趋势

一、油船需求情况油船是指运输原油的船（不包括成品油船、液化气体船等）,油船的载重量越大,运输成本越低。由于石油货源充足,装卸速度快,并且可以通过铺设在海上的石油管道来装卸,所以大型原油船可以不用靠码头,而只需要系浮筒来进行装卸作业,所以油船可以建造得很大,目前最大的油轮已达到56万吨。油轮按载重吨位分为超级油轮（VLCC,     

Employee emotional resilience during post-merger integration across national boundaries: Rewards and the mediating role of fairness norms

This article presents a conceptual framework to advance the understanding of the process and pitfalls of post-merger integration (PMI) across national boundaries. We argue that successful PMI is contingent on employee emotional resilience, which, in turn, depends on the efficacy of reward systems and of the underlying equity. The paper documents the key role played by financial and non-financial rewards, and of reciprocal behaviors conditioned by fairness norms, on employee emotional resilience during PMI, and the impact on them of contextual dynamics. We draw out the implications for theory and practice, again taking into special account of mergers across national boundaries, and those involving multinational enterprises (MNEs).     

中国汽车市场研究专家源流咨询

源流汽车市场咨询有限公司是目前国内提供科学、严谨、规范的汽车市场研究、营销诊断、战略咨询和管理顾问等系列咨询服务的专业公司之一。经过6年的艰苦磨练，源流已经塑造出了在汽车行业从事市场研究和咨询服务的核心能力，已经承接了国内外汽车及相关行业的近50个研究项目，在汽车行业内外均产生了良好的影响和较高的知名度。目前源流咨询公司拥有各类专业研究人员近20人，在北京、上海、武汉设立了分公司，在广州，重庆等地设有办事处。源流正乘着中国汽车工业高速发展的东风，阔步向前！     

Assessing Managerial Discretion across Different Industries in China

In this study, managerial discretion in 37 industries in China is measured and ranked into high, medium and low groups. The results are compared with findings from Hambrick and Abrhamson＇s （1995） study in the U.S. context, and changes are examined in two dimensions of managerial discretion from 2001 to 2009. This study contributes a reliable measure of managerial discretion for future organizational and strategic studies, which can help explain the differences in managerial phenomena across different industries in China＇s institutional environment.     

Collaborative consumption in China: An empirical investigation of its antecedents and consequences

The aim is to clarify the impact of values on the general attitude towards collaborative consumption in a Chinese context, and the impact of the general attitude towards collaborative consumption on the intention to use and actual use of various specific collaborative consumption services. A total of 600 responses were collected in 2019. The results showed that non-ownership orientation, guanxi networking orientation, materialism, novelty orientation, and frugality orientation significantly influenced positively collaborative consumption attitude. It was also found that the impact of guanxi networking orientation on collaborative consumption attitude was mediated by non-ownership orientation. The results also showed that general collaborative consumption attitudes positively influence the intention to use all specific collaborative consumption, such as shared bicycles, shared cars, shared goods, carpooling services, and peer-to-peer accommodation. Moreover, the predictive power of the intention to use collaborative consumption on actual use is only strong in shared bicycle and carpooling services.     

Proactive personality and work performance in China: The moderating effects of emotional exhaustion and perceived safety climate

Grounded in the interactionist paradigm, this study shows that emotional exhaustion and perceived safety climate constitute important moderators of the relationship between proactive personality and work performance. More specifically, the study analyzes the relationship between proactive personality and its behavioural outcomes—organizational citizenship behaviour (OCB) and job performance—and investigates the interactive effects of emotional exhaustion and perceived safety climate. The study involves 485 Chinese airline employees including pilots, flight attendants, engineers, and service employees. Proactive personality positively predicted OCB and individual performance. Emotional exhaustion and perceived safety climate moderated the relationship between proactive personality and individual performance both independently and jointly. Implications of the findings for future research are discussed. Copyright © 2009 ASAC. Published by John Wiley & Sons, Ltd.     

Package graphic design and communication across cultures: An investigation of Chinese consumers' interpretation of imported wine labels

Package graphic design is a powerful tool for brand communication. Yet, an important question is how the designs are understood across cultures. A considerable amount of research has focused on cross-cultural marketing communications, prompting discussions on the emergence of global consumer cultures, which make package standardization possible or, conversely, the awareness of cultural differences, which has suggested that package localization is necessary. No research, however, has considered this question from a design-centered perspective and examined whether some package graphic designs are more likely than others to remain intelligible across cultures. This research proposes that packages using motivated signs in their graphic designs are more likely to be intelligible across cultures than packages using arbitrary signs. To explore this proposition, eight imported wine labels were analyzed through a semiotic study (study 1). Then, two studies investigated the interpretations of the wine labels by Chinese consumers. The results indicate that the labels that were classified as “motivated” succeeded in conveying the desired brand meanings to the Chinese respondents (study 2: N = 1391) even when they were not familiar with the wine brand culture (study 3: N = 795). The research presents a theoretical contribution by introducing the concept of sign motivation to the marketing literature and nuancing the classic assumption that visual signs convey different meanings across cultures. It also presents a managerial contribution by presenting a conceptual framework and methodology for the analysis of whether or not a graphic design is likely to be intelligible across cultures. It therefore provides guidelines for the design of packages for international markets.     

Facing society's demands for environmental protection: Management in practice

Although managers must stay abreast of all socictal concerns in developing organizational objectives, protecting the environment seems to be a major issue for consumers in the 1990s. This increased environmental concern leaves managers no choice but to go beyond mere social obligation when it comes to protecting the environment. Society is demanding social responsiveness at a minimum, and the call for social responsibility seems to be getting louder and clearer. This paper reviews the response business has made to this call for responsibility for the environment. Specifically, this paper will address the impact of increased business awareness on: (1) the passage of laws and legislation to protect the environment (social obligation); (2) specific organization actions to meet consumer demands (social responsiveness); (3) specific organization endeavors which reflect a sincere attempt to address the environmental issue (social responsibility). An awareness of these activities should aid managers in developing future plans which will allow them to become more responsible for our environment.Allayne Barrilleaux Pizzolatto is Assistant Professor of Management at Nicholls State University. Her research interests include business ethics, managing by fun, and job applicant testing. Dr. Pizzolatto has published in various journals includingJournal of Management Education, Journal of Vocational Behavior, andLabor Law Journal.Cecil A. Zeringue, II is a MBA student at Nicholls State University. He is also the general manager/system analyst of an electrical supply company.     

环境约束下的中国省区效率差异研究:1990—2006

非期望产出的存在会对效率评估产生巨大的影响,忽略环境污染代价计算出的经济效率是不准确和不全面的。用非径向和非角度(SBM)模型处理非期望产出,并用此方法分析中国区域环境效率状况、差异以及演进规律,结果显示,环境变量的引入明显降低了中国区域平均效率水平,中西部地区对环境变量的引入较东部地区更为敏感,西部地区处于经济发展和环境保护的双重困境。     

Volatility and trading demands in stock index futures

In this study we examine how volatility and the futures risk premium affect trading demands for hedging and speculation in the S&P 500 Stock Index futures contracts. To ascertain if different volatility measures matter in affecting the result, we employ three volatility estimates. Our empirical results show a positive relation between volatility and open interest for both hedgers and speculators, suggesting that an increase in volatility motivates both hedgers and speculators to engage in more trading in futures markets. However, the influence of volatility on futures trading, especially for hedging, is statistically significant only when spot volatility is used. We also find that the demand to trade by speculators is more sensitive to changes in the futures risk premium than is the demand to trade by hedgers. © 2003 Wiley Periodicals, Inc. Jrl Fut Mark 23:399–414, 2003     

120家中国私营企业成长调查

中国中小企业在成长模式上有很多共性问题:它们的公司治理结构发生着怎样的变化?是否能够招聘到足够的熟练技工和中高级管理人员?是否能够为项目找到足够的资金?研发能力是否能够支撑他们在以后的若干年内更加健康地成长?政府在它们的成长中到底扮演着什么样的角色?     

Genuine brands or high quality counterfeits: An investigation of luxury consumption in China

This study examines the effects of different marketing and manufacturing factors on the perceived quality gap and willingness to pay (WTP) for genuine luxury brands. Using the survey data of 786 Chinese consumers, the results show that three marketing factors (product innovation, price promotion, and sales environment) and two manufacturing factors (production in country of brand origin and difficulty in producing the products) all indirectly influence WTP through a perceived quality gap between originals and counterfeits. These effects differ significantly among consumers with different counterfeit and genuine brand purchasing experiences. For consumers with counterfeit purchasing experience, it is important to emphasize the manufacturing factors in the marketing strategies; however, for consumers who only buy genuine brands, marketing factors play a more important role. Copyright © 2016 ASAC. Published by John Wiley & Sons, Ltd.     

Retail change: effects on employees' job demands and home life

Causes and effects of occupational stress have received research attention for several decades, with increasing focus during the 1990s as organizations and individual workers attempt to adapt to economic change. Stress arising from either the work or home domain can have a variety of outcomes in the workplace, and similarly can impact in many ways on relationships and activities at home. This paper reports the first phase of a research study to identify the impact on work and home life of changes in retailing, a sector of the economy which has experienced significant change over the past few years. A qualitative methodology was adopted, using group discussions to allow staff to identify the specific changes in retailing most important for themselves, and then to explore how these changes related to satisfactions and dissatisfactions at work, and their impact on general aspects of home life. The results suggest that the 'spillover' relationship between work and home stress seems to be the most useful in describing the impact of change. This suggests that additional role demands at work brought about by change have an impact on relationships and social life outside work. However, some individuals described instances of 'compensation' between work and home, and independence between the two domains. This suggests that the issue of stress in the home/work interface is complex, and that the demands in each domain may be positively or negatively related depending on characteristics of the demands themselves, or may vary according to individual characteristics of the people in the study.     

Consumer ethnocentrism in a developing economy: A preliminary investigation

The attitudes of consumers from a developing economy toward ethnocentrism were assessed in this exploratory study of 123 respondents from Nigeria. The results indicate that consumers hold varying views of ethnocentric behavior. While recognizing the possibility of negative economic consequences for the importing nation, consumers are reluctant to endorse strong measures against imports. This is especially true for products that may be difficult to produce locally or those that offer a distinctly higher level of quality. Contrastingly, consumers appear to support public activity that encourages a spirit of international business cooperation. An exporting nation's social, political, and religious philosophies appear to have minimal impact upon the demand for its products. © 1995 John Wiley & Sons, Inc.