Linking Community and Classroom in Higher Education: Service-Learning and Student Empowerment

ABSTRACT

In this article, service learning is viewed as a means to better prepare students for the realities of work life. Service learning is a way in which abstract concepts can be applied in a real world setting to improve student learning.     

Turning Good Citizens into Even Better Ones: The Impact of Program Characteristics and Motivations on Service Learning Outcomes

ABSTRACT

It has been suggested that motivations of an individual and the quality of a service-learning program can affect service-learning outcomes such as being a concerned citizen of the community. Previous studies have examined these issues using measures of actual behavior after the program and program characteristics. This article uses a longitudinal research design with measures of intended behavior and perceptions of the program to examine the relative effects of program characteristics and motivations to volunteer on participants' future intentions to be active citizens. The results indicate that motivations and program perceptions work in concert to influence the service-learning outcomes. Intrinsic motivation was found to be the strongest predictor of the outcomes.     

Group service recovery strategies effectiveness: The moderating effects of group size and relational distance

The extant service recovery literature focuses on consumers' responses to individual failures. However, group service failures are in fact common, but they have received insufficient research attention. This study contributes to theory and practice by applying social impact theory to explain the social nature of group failures. Findings from two studies show that group size and relational distance substantially affect consumers' response to group service recovery strategies. Specifically, private economic recovery creates less consumer satisfaction as group size increases, whereas consumers with a distant social relationship are more satisfied with public recovery for both economic recovery and social recovery. However, consumers with close relationships are more satisfied with public economic recovery and private social recovery. Apart from offering practical insights, this study expands the theoretical understanding of service failures, suggesting that they occur in a complex social ecology instead of relatively simple dyadic interactions between service providers and consumers.     

Customer complaining: The role of tie strength and information control

We examine the impact of two key constructs, information control and tie strength, on consumers’ likelihood of complaining following service failures. We report convergent results from three types of studies—an experiment, a survey, and secondary data. In the first study, tie strength and information control were systematically varied in an experiment using a restaurant scenario. In a second study, survey data from patients who experienced dissatisfactory service was collected. The third study used field data from 1,470 customers of an HMO. Results from all three studies showed that, following service failure, complaining is more likely when the tendency for information control is stronger and ties are weaker.     

现代服务业与制造业竞争力关系研究--以浙江先进制造业基地建设为例

随着制造业结构形式的不断变革,服务作为中间投入要素已越来越多地融入制造业;制造业企业活动的外置又带动了服务业的发展,服务业与制造业进入了一个高度相关、双向互动的阶段.本文以浙江为例,论述了先进制造业基地的建设必须与相关服务支撑产业协同发展,形成整体合力,从而保持竞争优势.     

江苏省服务业、服务贸易的特征及对策分析

服务业和服务贸易在国民经济中的比重不断上升,在国际经贸领域中日益引起人们的高度重视。江苏作为中国沿海经济大省,国际服务贸易发展速度虽快但总体水平较低,竞争优势不强。本文在对江苏省服务业和国际服务贸易发展现状进行分析的基础上,提出了江苏省发展服务业和国际服务贸易的对策措施。     

Ethical Decision-Making by Consumers: The Roles of Product Harm and Consumer Vulnerability

The primary purpose of this study was to examine the effects of perceptions of product harm and consumer vulnerability on ethical evaluations of target marketing strategies. We first established whether subjects are able to accurately judge the harmfulness of a product through labeling alone, and whether they could differentiate consumers who were more or less vulnerable. The results suggest that without the presence of a prime, subjects who depended on implicit memory or guess were able to detect differences in “sin” and “non-sin” products and consumer vulnerability, but were far less likely to be able to distinguish among high and low levels of product harm and consumer vulnerability. The inability to accurately identify high and low levels of product harm and consumer vulnerability impacted their perceptions of the ethicality of target marketing strategies, such that only four out of 18 target marketing strategies were judged as unethical. Thus, our findings contradict previous research that found subjects judged many more of the integrated strategies as unethical [Smith and Cooper-Martin, J Market 61(1997) 1]. Our results suggest that assessing ethical evaluations of strategies varying in product harm, and consumer vulnerability may only be relevant if consumers can accurately identify product harm.     

The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions

The role of emotions in hedonic service settings is well established, but their role in utilitarian service settings has received scant attention. This research attempts to fill this gap by investigating the effects of customers’ perceptions of service quality and servicescape on their emotional reactions, and their perceptions of product quality and subsequent behavioral intentions. Data are collected from 189 clients/patients who visited an optometry clinic. The study reports that perceived service quality (reliability, responsiveness, assurance, and empathy) and service environment (atmosphere and layout) both increase positive emotional satisfaction. In turn, positive emotional satisfaction leads to a high perception of product quality, high recommendation, patronage intention, and likelihood of purchase. Additionally, product quality perceptions have a significant positive impact on behavioral intentions.     

The dynamics and evolution of the service marketing literature: 1993–2003

This article analyzes service research published in marketing journals between 1993 and 2003. Two levels of analysis of the dynamics and evolution of the service marketing literature are distinguished: first, the dynamics of specific themes of the service marketing literature, and second, the structural evolution of these themes. Through a content analysis, we study the dynamics of individual themes in the service marketing literature as well as the relationships between these themes. Multiple correspondence analysis provides maps of themes and of the most frequent contributors, and a framework to track the structural dynamics and structural evolution of this literature over time. An evaluation of past predictions about the dynamics and evolution of service research is also provided with a discussion of its future.     

中美服务贸易国际竞争力比较研究

文章运用联合国贸发组织公布的中美服务贸易统计数据,通过RCA指数和CA指数对中美两国服务贸易各部门进行显性比较优势和显性竞争优势测度,认为中国服务贸易在金融服务、版税与许可证费用两大服务贸易部门同时存在比较劣势和竞争劣势,而美国正好在这两个部门存在比较优势与竞争优势。因此为了赢得中国服务贸易的未来竞争力,当前应主要发展我国的弱势部门:金融服务、版税与许可证费用服务业。     

辱虐管理对员工建言行为影响:组织自尊和个性控制点的作用

文章通过问卷调查和上下级之间的配对样本,探讨上级的辱虐管理对下级员工建言行为的影响及机制,尤其是研究组织自尊在其中的中介作用及员工个性控制点的调节作用.实证结果表明:辱虐管理对员工抑制性建言行为和促进性建言行为均有显著的负向影响,组织自尊在两者之间起到了完全中介的作用;员工个性控制点对辱虐管理和员工组织自尊之间的关系具有显著的调节作用,也就是说员工个性控制点水平越高(越内控),辱虐管理对组织自尊的负面影响就越小;当员工的个性控制点水平越低(越外控),辱虐管理对组织自尊的负面影响就越大.     

The overlooked distinction of multinational enterprise subsidiary learning: Its managerial and entrepreneurial learning modes

The theme concerning modes of learning in multinational subsidiaries is the focus of enquiry in the current study. This theme is closely linked to the issue of how subsidiaries become alert and seize opportunities. Such an investigation is also important for management practice because effective subsidiary learning can render sustainable competitive advantage in the host country. We performed an in-depth case examination on six multinational subsidiaries of a large Finnish firm. We identify two learning modes of multinational subsidiaries that we refer to as managerial and entrepreneurial learning. We find that managerial learning shares characteristics with the systems-structural learning perspective; is facilitated by embeddedness of the subsidiary in the MNE system; and, transferred in the MNE through many conventional and reverse knowledge flows. On the contrary, entrepreneurial learning shares characteristics with the interpretive learning perspective; is facilitated by embeddedness of the subsidiary in the host country; and, transferred in the MNE through relatively fewer reverse knowledge flows. The distinction between these two learning modes and their discrete characteristics enlighten past research that has largely failed to pinpoint the importance of the two modes for MNE subsidiary activities.     

The Influence of Nationality and Gender on Ethical Sensitivity: An Application of the Issue-Contingent Model

When a member of an organization has to make a decision or act in a way that may benefit some stakeholders at the expense of others, ethical dilemmas may arise. This paper examines ethical sensitivity regarding the duties to clients and owners (principals), employees (agents), and responsibilities to society (third parties). Within this framework, ethical perceptions of male and female managers are compared between the U.S. and Turkey – two countries that differ on power distance as well as the individualism/collectivism dimensions. Our results show that ethical sensitivity varies depending upon whether the interests of principals, agents, or third parties are affected by a given ethical dilemma. We also find that, contingent upon the principal-agent–society relationships, the nationality and gender of the decision-maker influences ethical sensitivity. Can Simga-Mugan is a Professor of Accountancy at Department of Business Administration of Middle East Technical University, Ankara, Turkey. She received her Ph.D. in accountancy from University of Illinois-Urbana-Champaign. Her current research interests are ethics, international financial reporting issues, manipulation in the stock market and effect of news on the stock market. Bonita A. Daly, Ph.D., is an Assistant Professor of Accounting in the School of Business, University of Southern Maine in Portland, Maine. She teaches auditing and financial accounting to both undergraduate and graduate students. Dr. Daly also teaches business ethics in continuing education programs for practicing accountants. Her research on the accounting profession has appeared in Critical Prespectives on Accounting, Accounting, Organizations, and Society, and the St. Johns Law Review, among others. Dilek Onkal is a Professor of Decision Sciences and is currently the Acting Dean of the Faculty of Business Administration at Bilkent University, Turkey. She received a Ph.D. in Decision Sciences from the University of Minnesota, and is doing research on ethics judgements, risk perception, risk communication, and judgmental forecasting. Lerzan Kavut is an Associate Professor at Faculty of Business Administration of Istanbul University. She has received her B.A. and Ph.D. from Istanbul University. Her current research interest is in the area of behavioral auditing.     

Consumers’ Ethical Beliefs: The Roles of Money,Religiosity and Attitude toward Business

This article presents the results of a study that investigated the roles that one’s money ethic, religiosity and attitude toward business play in determining consumer attitudes/beliefs in various situations regarding questionable consumer practices. Two dimensions of religiosity – intrinsic and extrinsic religiousness – were studied. A global scale of money ethic was examined, as was a global measure of attitude toward business. Results indicate that both types of religiosity as well as one’s money ethic and attitude toward business were significant determinants of at least some types of consumer ethical beliefs. Scott J. Vitell is Phil B. Hardin Professor of Marketing at the University of Mississippi. He received his Ph.D. in Marketing from Texas Tech University. His recent publications have appeared in the Journal of the Academy of Marketing Science, the Journal of Retailing, the Journal of Business Ethics and the Journal of Consumer Marketing, among others. Jatinder J. Singh is a Ph.D. student in marketing at the University of Mississippi. He received his masters from Punjab Technical University, India. He has authored papers previously published in the Journal of Business Ethics and a paper for the American Marketing Association’s Winter Educators’ Conference. Joseph G.P. Paolillo is a Professor of Management in the School of Business at the University of Mississippi. He received his Ph.D. from the University of Oregon, Eugene in Organization and Management. His publications have appeared in the Journal of Management, Journal of Management Studies, Human Relations, Group and Organization Studies, The Accounting Review, Journal of Advertising and Journal of Business Ethics, among several others.     

The four levels of loyalty and the pivotal role of trust: a study of online service dynamics

A four-dimension scale of loyalty that reflects Oliver’s [Satisfaction, a Behavioral Perspective on the Consumer, McGraw-Hill, New York, 1997] conceptualization of a sequential loyalty chain is proposed, operationalized, and tested. Further, through both synthesizing and building on existing research into loyalty, trust, satisfaction, value, and service quality, a framework is proposed and tested that positions trust as a pivotal driver of loyalty. Data is collected and analyzed from two surveys of online customers, the first being purchasers of books and the second being a study of online flight purchasing. Analysis suggests that the hypothesized cognitive-affective-conative-action loyalty sequence is statistically most likely out of all possible variations. Although some differences emerge in the two studies, structural modeling largely supports the hypothesized framework and positions trust as central to service dynamics.     

Managing Opportunism in China: The Roles of Guanxi,Environmental Uncertainty,and Management Culture

ABSTRACT

This cross-cultural comparison aims to understand whether the influence of consumer ethnocentrism (CE) on consumer preference for domestic versus foreign products is product category and country-of-origin dependent. Three countries with dissimilar cultural orientation and economic status—China, South Korea, and the United States—were examined. American consumers were found to be more ethnocentric than Chinese and South Korean consumers. CE was found to significantly and positively predict American and Korean consumers’ preference for domestic products across product categories, while Chinese consumers’ CE did not translate into their preference for Chinese products. In addition, the relationship between CE and purchase preference varied across product categories as well as countries of origin.     

Genre and Postemergency Contexts: The Nexus of Strategic Communications

This article explores why organizations choose to enact public relations discourse genres after an emergency situation —organizational crises, disasters, and issues—has been resolved. In the aftermath of emergency situations, we argue that organizational communicators employ discourse messages according to five governing “commitments,” which corporate officials use to shape postemergency messages the way they do. This essay, then, is not so much a retrospective analysis of what happened in selected emergency situations but, rather, is more a prospective explanation about how to use these five governing commitments when anticipating emergencies that could happen. Organizational learning and organizational renewal are addressed accordingly. In this argument we draw upon literature in linguistics, rhetorical theory, and organization studies. Examples of postemergency situations are used to bridge theory and practice to show how what was done retrospectively can be done prospectively to prepare for communication during postemergency contexts.     

The double-edged sword: The positive and negative effects of switching costs on customer exit and revenge

What happens when customers have to deal with switching costs after a service failure and a poor recovery? This study seeks to address this question by proposing and testing an integrative model that incorporates customers' negative emotions as mediators between switching costs and behavioral outcomes (i.e., loyalty and revenge). The model distinguishes positive from negative switching costs, and inward from outward negative emotions. Analysis of survey data from 280 real customers who actually experienced a service failure and poor recovery with a major telecommunications firm reveals that customers react to switching costs strongly, emotionally, and sub-optimally. In contrast to most findings in the service literature, the results indicate that negative switching costs generate both exit and desire for revenge. Paradoxically, positive switching costs generate both loyalty and an even higher level of desire for revenge. These findings have important implications for the service industry.     

Convergence Rates to Output Growth in a Global World: The Roles of Openness and Government Size

In this article, we examine the effects of three openness measures on 54 industrial and emerging economies' output growth over the “globalization years” of 1986–2004. Controlling for standard determinants of the Solow growth model in panel data, we find positive effects of openness on real output growth. While we find support for higher convergence rates under the open economy, the convergence rates in this article for both samples are remarkably close to the 2% level documented in Mankiw et al. (1992) Mankiw, G., Romer, D. and Weil, D. 1992. A Contribution to the Empirics of Economic Growth. Quarterly Journal of Economics, 107(2): 407–437. [Crossref], [Web of Science ®] , [Google Scholar]. The inclusion of G/Y, however, reduces the speed of convergence more substantially in industrial economies.     

Exploring the relationship of perceived automotive salesperson attributes, customer satisfaction and intentions to automotive service department patronage: The moderating role of customer gender

This study examines the relationship of perceived automotive salesperson attributes and customer satisfaction behavior in the purchase experience leading to the patronage of a service department in an automotive dealership. Logistic regression analyses indicate that gender moderates the relationship of the perceived salesperson attributes and customer satisfaction as well as intentions for service department patronage. The model distinguishes users from non-users of the service department and does this better for females than for males. Finally, the paper concludes with a discussion of the managerial implications and directions for future research.