There is no dark side of customer aggression − It’s all dark

ABSTRACT

Customer mistreatment is a daily experience of service employees, with a considerable accumulating adverse impact reflected in distress, reduced performance and withdrawal. This paper builds on research addressing the universality of customer aggression and the I3 model which is used to explain aggression, to describe how the combined impact of norms of perfectionism and intensified customer–employee power differentials engender prevalent customer aggression. It is suggested that constant violation of unrealistic expectations threatens customers’ inflated sense of worth. Additionally, because service employees are prevented from both the ‘fight’ and the ‘fight’ reactions to customer aggression, social exchange in the service context does not involve any sanctions for customers. It is recommended that, similar to sexual harassment and organisational bullying, customer aggression should be addressed through legislation requiring organisations to protect their employees.     

It’s never the same: the role of homogeneity in online services

This research aims to study the differences between services sold on the Internet, based on their degree of homogeneity. While travel services are mostly sold online, other customizable services do not enjoy the same success. We carry out an empirical study based on declared intentions, risk perceptions, and actual purchasing behavior. The main findings show that: the degree of homogeneity is an adequate segmentation variable for online services; homogeneous services seem more suited to e-commerce than non-homogeneous services; a relation exists between perceived risk and intention to buy services online; and the scope of some traditional classification variables needs narrowing.     

It＇s a special service？

“It’s a special service？”客人睁开朦胧的双眼，望着“破门而入”的我们……此事还要从头说起。     

editor’s

本期话题:北京市交通委发布消息,禁止手机叫车软件私自设置"小费"等加价功能。你怎么看?你愿意多花多少钱叫到一辆出租车?     

It’s all in the mindset: Effects of varying psychological distance in persuasive messages

The current research shows that the persuasive impact of messages can be maximized if their framing is matched to where target consumers are in their decision making process at the time they evaluate the message. Results from two experimental studies show that consumers who are in the predecisional phase of decision making are more likely to be persuaded by messages framed using psychologically distant orientation (i.e., focusing on the future or targeting a distant other), whereas consumers who are in the postdecisional phase are more likely to be persuaded by messages using psychologically close orientation (i.e., focusing on the present or targeting a close other). Evidence of the process through which these effects occur is provided by showing that consumers in a pre- versus postdecisional mindset identify their actions in terms of the actions?? high- versus low-level identities, respectively.     

Cognitive Load Theory: Why It’s Important for International Business Teaching and Financial Reporting

ABSTRACT

Cognitive load theory (CLT) has rarely been applied in the area of financial accounting. This research demonstrates that by using CLT, financial accounting and reporting can benefit in the areas of teaching and decision making. The CLT indicates that by reducing the load of complex concepts in the working memory, a more efficient result is obtained from the expected output. A real example on International Accounting Standard (IAS) 40 on Investment Properties (IP) is used to analyze the assimilation of the true and fair view concept. This standard permits the use of either the fair value or cost value model. Additionally, the study examines whether financial presentation formats are relevant for understanding financial information. The main results show that adequate financial presentation formats reduce extraneous load, and where presentation formats cannot be changed, results can be improved by decreasing cognitive load through dedicating more time to teaching the more complex option. This research aims to aid international business education by recommending these findings to standard setters and improving education material.     

It s Time to Bail MSEs Out!

On March 5,Premier Wen Jiabao stressed that the government will implement and improve policies to promote the growth of micro and small businesses (MSEs),further reduce burdens on enterprises,and promote the vibrant growth of high-tech     

United Airlines：It＇s Time to Fly

Since its first open-cockpit biplane soared into the sky in 1926 to deliver the U.S. mail, United Airlines‘ industry-leading efforts have helped to expand commercial aviation and refine airline services around the world. United is widely recognized and respected as a leader in innovation among the aviation industry.     

China’s Stone Market

Ｓｉｎｃｅｔｈｅｒｅｆｏｒｍａｎｄｏｐｅｎｉｎｇｗｅｒｅｉｎｔｒｏｄｕｃｅｄ，Ｃｈｉｎａ＇ｓｓｔｏｎｅｉｎｄｕｓｔｒｙｈａｓｄｅｖｅｌｏｐｅｄｒａｐｉｄｌｙ，ｗｉｔｎｅｓｉｎｇｏｕｔｓｔａｎｄｉｎｇａｃｈｉｅｖｅｍｅｎｔｓ．Ｔｈｅｏｕｔｐｕｔｏｆｓ...     

Alan Rugman’s methodology

This paper argues that the intellectual contribution of Alan Rugman reflects his distinctive research methodology. Alan Rugman trained as an economist, and relied heavily on economic principles throughout his work. He believed that one good theory was sufficient for IB studies, and that theory, he maintained, was internalisation theory. He rejected theoretical pluralism, and believed that IB suffered from a surfeit of theories. Alan was a positivist. The test of a good theory was that it led to clear predictions which were corroborated by empirical evidence. Many IB theories, Alan believed, were weak; their proliferation sowed confusion and they needed to be refuted.Alan’s interpretation of internalisation was, however, unconventional in some respects. He played down the trade-offs presented in Coase’s original work, and substituted heuristics in their place. Instead of analysing internalisation as a context-specific choice between alternative contractual arrangements, he presented it as a strategic imperative for firms possessing strong knowledge advantages. His heuristics did not apply to every possible case, but in Alan’s view they applied in the great majority of cases and were therefore a basis for management action.     

Jared Jackson’s Dilemma

Whether to use privileged information as a basis for a decision to sell stock is the central issue in thiscase. A conflict between a stockbrokers perceived obligations to maximize clients stock values and protect their investments (fiduciary responsibility) and violating Security and Exchange Commission insider trading regulations must be resolved.     

Italy’s fiscal crisis

Italy is presently one of the most vulnerable economies in the eurozone. Over the past twenty years it has failed to adapt to increasing global competition and its public finances have deteriorated dramatically. Even with huge fi scal support from the other members of the eurozone, Italy’s perspectives look rather bleak. How did this situation come about? Did Italy’s EMU membership make things worse?     

‘It’s an illusion,but it looks real!’ Consumer affective,cognitive and behavioural responses to augmented reality applications

ABSTRACT

The paper investigates two augmented reality (AR) applications and corresponding consumer responses to their media characteristics. Firstly, it discusses the role of interactivity with AR technology. Secondly, it introduces augmentation as a salient media characteristic of AR applications and tests measurement items of perceived augmentation. Two experimental studies replicate the research design of Van Noort et al. [Van Noort, G., Voorveld, H. A. M., & van Reijmersdal, E. A. (2012). Interactivity in brand web sites: cognitive, affective, and behavioral responses explained by consumers’ online flow experience. Journal of Interactive Marketing, 26, 223–234], applying it in the context of AR. The results show that perceived augmentation represents a fitting concept for understanding consumer responses to AR features and, furthermore, that flow mediates effects of perceived augmentation on consumers’ affective responses and behavioural intentions. AR features on the other hand do not increase perception of interactivity. Finally, implications of the study and further research directions are discussed.     

Ethics in Nanotechnology: What’s Being Done? What’s Missing?

Nanotechnology shows great promise in a variety of applications with attractive economic and societal benefits. However, societal issues associated with nanotechnology are still a concern to the general public. While numerous technological advancements in nanotechnology have been achieved over the past decade, research into the broader societal issues of nanotechnology is still in its early phases. Based on the data from the Web of Science database, we applied the main path analysis, cluster analysis and text mining tools to explore the main research fronts and hierarchical structure of these societal issues. We found that the research studies fell into four categories: “General Toxicity and EHS (Environment, Health and Safety),” “Medicine and Cytotoxicity,” “Assessment and Regulation,” and “Environment and Ecotoxicity.” These research studies have disclosed much information about the potential effect of nanotechnology on public health and the environment. Relatively speaking, the studies on the assessment, regulation, preventive solutions, and environmental protection are just emerging. This finding indicates that an abundance of effort should be conducted on these emerging themes to maximize the benefits of nanotechnology while minimizing its potential harm. The implications for various parties in this domain are also presented.     

Why is Austria’s Pension System So Much Better Than Germany’s?

The pension systems in both Germany and Austria have undergone substantial reforms, though only one of the countries appears to have had success. Average earners in Austria will receive gross pensions equivalent to 78.1% of their average earnings, whereas in Germany they will receive just 37.5%. The authors argue that Germany has been left with a system that has abandoned the goal of protecting people's standard of living.