General intelligence and emotional intelligence in senior management in the distribution sector: An applied analysis with synthetic indicators

This study investigates the importance of General Intelligence (GI) and Emotional Intelligence (EI) to leadership skills among a sample of managers. It presents a methodology based on constructing two synthetic indicators that aggregate and measure the different components of EI and GI. The relationship between the two indicators and a one-dimensional indicator that measures leadership capacity is then studied. This methodology is applied to data taken from questionnaires sent to hierarchical superiors in a leading international company in the distribution sector. The results of the study conducted on a sample of managers show that the intensity and direction of the effect of GI and EI on leadership capacity are similar, positive and significant in both cases.     

The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels

Drawing on service encounters and experiential marketing theories, this study examined the relationship between geriatric service, memorable experience, emotional intelligence, and senior customers' attitudinal and behavioural responses. The research was conducted at geriatric hotels in Portugal. The results showed that, compared to impersonal encounters, employee service has a significantly greater effect on customer satisfaction, memorable experience, and customer loyalty. In addition, customers' memorable experiences mediated the relationship between different service encounters and organisational outcomes. However, customers’ emotional intelligence had minimal effects on these relationships. The discussion and implications of these findings are offered to researchers and practitioners.     

情绪表达潜规则对组织内部员工情绪耗竭的影响——以情绪表达策略为中介

组织内部员工的工作内容主要围绕同事展开,组织一般对其无明确的情绪表达要求,因而他们有表达自我真实情绪的自由。但出于人际交往和工作沟通的需要,组织内会存在多种形式的情绪表达潜规则约束。为了揭示情绪表达潜规则导致内部员工情绪耗竭的作用路径,文章以资源保存、认知失调和自我损耗理论为基础构建了组织内情绪劳动者的“情绪表达潜规则—情绪表达策略—情绪耗竭”的理论模型。通过问卷调研和数据分析,证实了积极情绪潜规则可推动员工采用深层扮演策略,使内心感受和外在情绪保持一致,减少了情绪耗竭。而消极情绪潜规则会抑制员工情绪的深层扮演,并助长表层扮演来伪装情绪,造成情绪资源流失,最终导致情绪耗竭。研究还证实了组织内的情绪劳动者在表达情绪时,虽然可同时采用深层与表层扮演两种策略,但由于情绪资源有限,他们对两种策略的选择偏好显著负相关。     

Impact of Emotional Intelligence,Ethical Climate,and Behavior of Peers on Ethical Behavior of Nurses

This study examines factors impacting ethical behavior of 103 hospital nurses. The level of emotional intelligence and ethical behavior of peers had a significant impact on ethical behavior of nurses. Independence climate had a significant impact on ethical behavior of nurses. Other ethical climate types such as professional, caring, rules, instrumental, and efficiency did not impact ethical behavior of respondents. Implications of this study for researchers and practitioners are discussed.     

感性信息及其营销传播研究

本文认为,感性信息是源于人的具有文化理性的感性创意的激活知识信息,感性信息在营销传播中熵值较大,冗余较小;营销传播是以接收者或消费者的接受为核心的,悖论心理支配着新消费阶层的消费态度和行为。文章指出,感性信息营销传播所具有的累积性、普遍性、共鸣性、独特性、针对性等五个特质在营销传播中相互作用,最终促使对异常意见的人际支持逐渐减少,合并形成较大的传播效果。感性信息的整合营销必须以消费者为核心,以市场需求为导向,并综合考虑战略目标与战略要素的整合,感性信息与理性信息的整合,各种信息传播渠道的整合,各种可利用传播媒介的整合等各种因素。     

人工智能在我国公共卫生建设中的应用与思考

新冠疫情的暴发以及长期防治对中国的公共卫生体系造成深远影响,给我国突发公共卫生事件应急与防控机制带来巨大的考验。在疫情防控的过程中,信息化技术为传统医疗机构带来瞩目的帮助与改变,人工智能、大数据、5G高速网络等新兴高科技的蓬勃发展在直接提升医疗水平方面表现出巨大潜力。本文就人工智能在疫情期间的医疗辅助功能展开讨论,并对未来我国公共卫生体系的建设进行了思考。     

情绪性工作及其对酒店管理的启示

情绪性工作具有目的的间接性、调节的主动性、要求的职业性三个相互联系的特征。酒店服务工作的特殊性决定了服务接待人员在工作岗位上必须要提供产生积极状态的情绪要素,营造出良好的情绪氛围,形成和保持积极愉快的情绪状态。酒店服务人员必须学会进行情绪状态的自我调节,使之符合工作需要。酒店管理层则要从招聘、培训、树立员工第一的观念,要通过营造良好情绪感受氛围等关注员工的情绪性工作,降低情绪性工作的消极后果,增强其积极效果,提高员工的工作满意度和幸福感,从而实现员工和酒店共同发展。     

Hospital Marketing and Communications Via Social Media

Social media usage by health care organizations has increased dramatically. Findings from this research show that 95% of the top ranked hospitals use social media. The purpose of this study is to examine whether social media usage varies according to size of hospital and types of services provided. Since social media platforms appeal to different groups of people, this prompts the question of whether certain platforms are more appealing to people who partake in different health services. Findings reveal differences in social media usage depending on the services provided by a hospital.     

大数据和人工智能时代的情报分析和技术探索

在深入梳理现代情报分析六大关键问题和理想状态的基础上,结合大数据和人工智能技术近10年的跨越式发展,针对目前大数据和人工智能技术应用于情报分析的主要认识误区,详细分析了其用于情报分析领域的六大挑战和所需7项关键支撑技术,并提出了大数据和人工智能基础上的新型情报分析技术体系架构模型和情报生产使用流程。最后,对未来情报界相关系统和工作流程建设提出了四个方面的建议。     

情感性劳动中的角色误区

企业越来越重视顾客导向在提高企业竞争力方面的作用。在实际工作中,公司经理要求员工尽量做到快乐、友善、热情地接待顾客,很多文章也强调微笑服务给企业带来利润。然而,几乎没有文章阐明情感性劳动可能带来的消极影响。     

Emotional prototypes,emotional memory usages,and customer satisfaction

In this study, we investigated the positive and negative emotion concepts in the prototype perspective and then tested them on customer satisfaction. By studying 612 customers in luxury restaurants, we found that two levels of customer emotions (i.e. positive and negative emotions) as a super-ordinate level, 4 positive emotions (i.e. contentment, happiness, love, and pride) and 5 negative emotions (i.e. anger, fear, sadness, shame, and disgust) as a basic level, and 49 specific emotions as a subordinate level are significantly related to customer satisfaction. We also examined the moderating role of emotional memory (EM) usage in the relationship between consumers’ emotions and their satisfaction. We found that product (food and beverage)-related EM strengthens and service-related EM usage weakens the relationship between customers’ negative emotions and their satisfaction. Interestingly, we found that positive and negative emotions are significantly related to customer satisfaction regardless of experience and store-related EM usage.     

日本的护理保险及其启示

阐述了日本公共护理保险制度产生的背景、内容和存在的问题 ,指出了在中国老龄化进程中解决老年人长期护理照料问题的紧迫性。在借鉴日本经验的基础上 ,提出了促进护理模式转型、培育护理产业市场和社会保障体系低水平、广覆盖、经济化的建议     

Competitive intelligence and strategic group decisions: A new diagnostic tool

The use of competitive intelligence (information on competitors, technology, market developments, etc.) in strategic group decision making is of great interest to practitioners and strategy researchers alike, yet relatively little is known about the availability of competitive intelligence and the actual need for intelligence by decision makers. This article develops a decision-dependent input/participants matrix which is the basis for the derivation of seven intelligence availability and demand indices. The indices are diagnostic tools to help companies design and monitor strategic competitive intelligence gathering and distribution. They constitute part of an organizational intelligence support system designed to strengthen group decisions such as launching a new product. Practitioners can use the indices to diagnose problems countered by groups of decision makers in the intelligence gathering and distribution activities of organizations, and researchers can use them in the systematic study of this new field. An application of the tool to a pharmaceutical company is described.     

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。     

The Relationship between Brand Attachment and Consumers' Emotional Well-Being

The purpose of the study was to examine the relationship between brand attachment and emotional well-being of consumers based on the need for personal image management and feelings of arrogant pride. A study of 107 consumers of the Calvin Klein brand was performed. Data were analyzed using the structural equations modeling technique. The results indicated a positive relationship between brand attachment and emotional well-being of consumers. A relationship was also identified between brand attachment, image management, and emotional well-being, and brand attachment and arrogant pride. No relationship was identified between arrogant pride and emotional well-being.     

Leveraging employee emotional intelligence in casino profitability

Drawing on the link between service quality and casino profitability, this paper describes the roles of frontline employees in delivering casino service quality and analyses how management can nurture employee emotional intelligence's (EEI) contribution to casino revenue growth. This study is conceptual in nature. The analysis builds from identifying the emotional contents embracing service encounter involving casino frontline employees and customers. The identification area approaches from emotional work performed by employees, referred to as emotional labor, the emotional service delivered by casinos, customer attributed emotions and emotional contagion. The study comprehensively analyses how EEI can manage and regulate emotionally charged service encounters which subsequently affect customers’ perception of employee behaviours and service performance over service encounters. These encounter performance forms customers’ perception of casino service quality which leads to customer loyalty and ultimately casino profitability. This theory-focused study presents an additional venue with great potential for casinos to enhance business performance and financial growth, as well as providing new insights into the role of EEI in organizations for researchers in the relevant field.     

Understanding the Influences of Atmospheric Cues on the Emotional Responses and Behaviours of Museum Visitors

ABSTRACT

The ability of an atmosphere to affect consumer emotions and behaviour is known to be particularly relevant for service organisations. This study examined the role of atmospherics in a service domain via a survey of the responses to relevant stimuli among a sample of visitors to ten UK museums. A model indicating the relationships between museum atmospherics and visitor conduct was developed and tested. Visitors' internal reactions to various atmospheric factors were explored and the consequences of these responses for an individual's approach-avoidance behaviour were evaluated.     

Health Care Entrepreneurship in the Democratic Republic of the Congo: An Exploratory Study

In this empirical study, the authors explore entrepreneurship in the health care business in the Eastern Kasai Province of the Democratic Republic of the Congo (DRC) using cross-cultural literature and the resource-based view to ground its analyses. The data were collected using a questionnaire targeted toward the health care entrepreneurs in Mbuji Mayi, the capital city of the Eastern Kasai Province in July 2010, which yielded 68 responses. The results indicated that the entrepreneurs were predominantly middle-aged Congolese men with backgrounds in the health services field who had raised their startup capital mostly from personal savings or friends and family. Their businesses, which were mostly in the form of sole proprietorships, were likely to be located in areas underserved by public medical facilities and usually provided both curative and preventative medical services.     

Integrating intuition and artificial intelligence in organizational decision-making

Artificial intelligence (AI) is fundamentally changing organizational decision-making processes. With the abilities to self-learn and to improve decision quality, AI is now taking over many decision responsibilities that were formerly assigned to humans alone. However, the effectiveness of AI for ill-structured and uncertain decision environments is still in question. In such decision contexts that have no precedent on which to base a solution, humans have historically relied on their intuition to make decisions. Yet intuition, too, has been found to have weaknesses that restrict decision quality. Therefore, this article introduces a decision-making model that effectively integrates the strengths of both intuition and AI while minimizing the vulnerabilities of each method. The model specifies when and how both modes should be combined for effective organizational decision-making. In addition, the article presents important future research considerations relating to AI for both practitioners and academics.     

粤港疗养服务贸易区域合作初探

作为中国特别行政区和最早对外开放的经济大省,无论从经济、人口、疗养服务需求限制条件及地缘、血缘和文化渊源分析,还是从开展疗养服务必须具备的疗养设施、人才、技术、资源及投资环境考察,香港和广东两地都具有发展疗养服务贸易的市场潜力和综合优势,特别是CEPA协议的实施为粤港疗养服务贸易的发展提供了难得的机遇。正视发展中存在的问题,采取积极的应对措施推进粤港疗养服务贸易区域合作应该成为两地互利合作的正确选择。