Antecedents to customer expectations for service recovery

Selected antecedents of customers’ service recovery expectations are considered in this study. A conceptual model is proposed in which customer perceptions of service quality, customer satisfaction, and customer organizational commitment function as antecedents to service recovery expectations. The proposed model was tested with covariance structure analysis. The results support the hypothesized relationships, suggesting that service quality and customer organizational commitment have direct effects on customer service recovery expectations and that customer satisfaction has an indirect effect on service recovery expectations. He received his doctorate in marketing from the University of Kentucky. His research interests include services marketing and ethics. His research has been published in theJournal of the Academy of Marketing Science, Journal of Retailing, and theJournal of Business Research. He received his doctorate in industrial and organizational psychology from Virginia Tech University. His research interests include service quality with a focus on health care settings. His research has been published in theJournal of Management, Organizational Behavior and Human Decision Processes, andMedical Care Review.     

Extending the service-dominant logic: from customer centricity to balanced centricity

This is a contribution to the reorientation of marketing. It aligns the service-dominant logic with other developments in marketing and management. It claims that the marketing concept and customer-centricity are too limited as a foundation for marketing and have not—and cannot—but partially be implemented in practice. It urges marketing scholars and educators to accept the complexity of marketing and develop and teach a network-based stakeholder approach—balanced centricity—epitomized by the concept of many-to-many marketing.     

试论经济转型的时期嘉兴学院的抉择

该文分析了嘉兴经济转型的主要制约因素和地方高校在经济转型中的贡献,明确了经济转型时期嘉兴学院所面临的严峻挑战,从四个方面阐述了面对挑战而应做出的正确抉择。     

以"新发展观"审视中部地区发展战略

近年来在东西开发开放、南北互动新一轮区域经济发展格局下,中部地区如何发展问题被再次提出来.本文从新发展观的认识出发,分析中部地区发展存在的差距,以及面对的新课题,提出在要以市场化、民营经济、人力资源、和对外开放为主导方向下,对地区经济发展战略思路作出积极地调整.     

重庆市统筹城乡战略思路及成效分析

重庆市城乡居民收入差距不断加大,二元经济结构显著,呈现“大城市大农村”的二元城乡结构。自获批全国统筹城乡综合配套改革试验区以来,以三个试验区为突破口,配套推进六个方面的相关改革,确定“一圈两翼”的发展格局,实施土地流转及大力发展劳务经济等相关政策措施,城乡统筹全面铺开,取得相当大成效,但距离目标存在一定的差距。     

关于防范和化解金融风险的探讨

在我国社会主义市场经济的发展过程中,表现在信用、财务、市场、利率、汇率等方面的金融风险不断暴露出来,不仅制约金融业的健康发展,而且可能危及整个经济的发展。如何防范和化解金融风险,已成为急需解决的一个问题。     

商业银行继续处置不良资产借鉴与对策

银行不良资产问题是影响我国金融业发展的一大隐患.在促进我国国有独资商业银行改革的同时,要把继续降低不良贷款作为重点.本文围绕国有商业银行不良贷款问题,对其现状、原因进行分析,同时借鉴国际经验进一步提出解决对策.     

应诉反倾销成本会计问题研究综述

反倾销调查实质上是关于产品成本和价格的会计问题之争,因此,以涉诉产品成本举证为切入点,沿着应诉反倾销环境下成本举证信息质量特征、探索构建应诉反倾销导向的成本会计核算系统、我国会计制度国际协调与涉诉产品成本举证、应诉反倾销与企业的社会责任成本等展开文献回顾与评述,并给出重要启示。     

A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power

This article develops and tests a comprehensive model of customer revenge that contributes to the literature in three manners. First, we identify the key role played by the customer’s perception of a firm’s greed—that is, an inferred negative motive about a firm’s opportunistic intent—that dangerously energizes customer revenge. Perceived greed is found as the most influential cognition that leads to a customer desire for revenge, even after accounting for well studied cognitions (i.e., fairness and blame) in the service literature. Second, we make a critical distinction between direct and indirect acts of revenge because these sets of behaviors have different repercussions—in “face-to-face” vs. “behind a firm’s back”—that call for different interventions. Third, our extended model specifies the role of customer perceived power in predicting these types of behaviors. We find that power is instrumental—both as main and moderation effects—only in the case of direct acts of revenge (i.e., aggression and vindictive complaining). Power does not influence indirect revenge, however. Our model is tested with two field studies: (1) a study examining online public complaining, and (2) a multi-stage study performed after a service failure.     

Modeling the determinants of customer satisfaction for business-to-business professional services

This research empirically examines for the first time the determinants of customer satisfaction or dissatisfaction (CS/D) in the context of business professional services. The simultaneous effect of key CS/D constructs (expectations, performance, and disconfirmation) and several variables—fairness (equity), purchase situation (novelty, importance, and complexity)—and individual-level variables (decision uncertainty and stakeholding) are examined in a causal path framework. Data were obtained from a two-stage longitudinal survey of client organizations. The results indicated substantial support for the hypothesized model. The effect of purchase situation and individual-level variables (via their indirect affects) rivals that of disconfirmation and expectations in explaining CS/D. Performance was found to affect CS/D directly but not as powerfully as disconfirmation. His current research interests include modeling customer satisfaction and service quality, services marketing (especially in a business-to-business environment), and relationship marketing. His research has appeared in theInternational Journal for Research in Marketing, Industrial Marketing Management, Advances in Services Marketing and Management, European Journal of Marketing, Journal of Business-to-Business Marketing, Psychology & Marketing, Asia-Pacific Journal of Management, R & D Management, Journal of International Marketing, and others. he has been on the faculty of a number of U.S. and Australian universities. His research interests focus on services marketing, marketing research methods, and modeling satisfaction processes. He has published in theJournal of Advertising Research, Journal of Business, Journal of Services Marketing, and others. He is currently the editor of theAustralasian Journal of Market Research. He received his Ph.D. from Indiana University. His research interests include consumer satisfaction, service quality, and consumer information processing. His work has appeared in theJournal of Consumer Research, Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Retailing, Journal of Services Marketing, Journal of Product Innovation Management, and others.     

反倾销应诉中产品成本管理模块化组织的构建

在反倾销应诉过程中,产品成本一直是个核心问题。从某种意义上说,反倾销就是抠成本、拼会计的工作,反倾销对中国企业的成本管理国际化进程提出了极大的挑战。对此,应构建基于应诉反倾销的出口产品成本管理模块化组织,实施以存货成本、生产成本、销售成本和差异化成本等为核心的模块化管理策略。     

A systems approach for the generation of new product ideas

One way to manage a creative project directed toward new product ideas is through a systems approach. This model offers a systematic way to explore all relevant factors, including those related to consumer satisfaction.     

Incentivizing CEOs to build customer- and employee-firm relations for higher customer satisfaction and firm value

This research reveals customer- and employee-firm relations to be two routes by which firms can leverage executive incentive structures to create customer and firm value. Analyses of a unique dataset with multiple archival sources show that (1) increases in the proportion of CEOs?? long-term equity-based compensation positively influence actions that build customer- and employee-firm relations as measured by the Kinder, Lydenberg, Domini & Co. (KLD) data source, (2) such effects are stronger in unstable markets, and (3) customer and employee relationship-building actions affect firm value both directly and indirectly via the mediator of customer satisfaction as measured by the American Customer Satisfaction Index (ACSI) data source. The findings have implications for the improvement of customer satisfaction, the role of marketing in the organization, and the design of CEO incentive packages leading to higher customer satisfaction and firm value.     

The role of climate: implications for service employee engagement and customer service performance

This research attempts to challenge the resource–engagement and engagement–performance linkage of the job demands–resources model by testing these links under the moderating role of two climates: performance-focused and service failure recovery. Two studies test a model on the boundary conditions of the linkages across four service industries. The results suggest that whether a resource (i.e., self-efficacy and job autonomy) positively or negatively affects engagement depends on whether (1) a climate is appraised as a challenge or hindrance demand and (2) a climate is deemed a complementary or compensatory resource. Using multi-respondent data from customer service employees and their supervisors in the health care industry, Study 1 conceptualizes climate as organizational climate and finds that performance-focused climate strengthens (weakens) the positive effect of self-efficacy (job autonomy) on engagement while service failure recovery climate weakens the positive impact of self-efficacy on engagement. Study 2 generalizes the findings from Study 1 and provides broad support by testing the model using psychological climate in the financial services, tourism and hospitality, and retailing industries. This study closes with a configuration approach to climate research by discussing when multiple climates can co-exist under different types of resources.     

我们的小企业战略

船只海上航行有航标,飞机天上遨游有航线,同样企业的发展也具有路径依赖性.任何一个企业都不可能随心所欲地从事某种表面看上去很赚钱的经营.它最终都要立足于现实.大小企业无一例外.目前一个很普遍的现象是,小企业往往只信奉生存才是硬道理的教条,把战略目标仅仅只定位于赢利上,而没有长远的战略眼光.其实纵观国内外,大部分知名大企业的雏形无一不是白手起家的小企业,那么小企业又如何才能“出人头地”并“茁壮成长”呢？     

基于大规模定制延迟制造技术的时间模型及快速响应方法研究

本文通过大规模定制生产模式的论述，指出延迟制造技术是解耦大规模定制中时间、成本和个性化的矛盾问题的较好的解决方式，并对延迟制造技术进行了新的分类。针对大规模定制的快速响应问题，提取了面向大规模定制的时间模型并进行了分析；最后指出大规模定制快速响应问题的解决方案是基于延迟制造基础上的可重组制造系统。     

基于反倾销应诉的会计准则国际协调研究

反倾销作为一种贸易救济手段在国际贸易中运用越来越频繁,由此产生的一系列问题已经成为学术研究中的热点。本文针对会计在反倾销应诉中的重要作用,从反倾销应诉的角度出发分析了会计准则国际协调对应诉反倾销争取市场经济地位以及准确核算产品成本的重要作用,并提出了应诉反倾销的会计准则国际协调对策及建议。     

以企业再造思想振兴东北老工业基地

从企业再造理论产生的背景和东北老工业基地的实际情况来看,在振兴东北老工业基地的实践中应贯彻企业再造思想.要以企业再造思想为指导,把整个东北地区看做一个大组织,搞好地区的文化建设;要从企业再造理论的精神实质出发,建立新的完善的市场机制;要坚持企业再造思想所强调的三个核心原则,搞好东北地区的行政改革.