Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons

The goals of this study were (1) to identify the optimal facets of communication style for customer-oriented service employees and (2) to examine the ways in which the customer-oriented service employee (COSE) induces luxury restaurant patrons’ dedicational behaviors. Customer dedicational behaviors are defined as ‘a set of active and positive customer voluntary behaviors towards a business induced by high relationship quality’. Based on the existing body of communication literature, nine types of communication styles were derived. Theoretical relationships between the nine communication styles and the COSE also were developed via literature review, and causal relationships between the COSE and three different types of consumer dedicational behavior styles were subsequently suggested. By integrating the derived theoretical hypotheses, a conceptual model was proposed and then tested utilizing data collected from 527 luxury restaurant patrons. The results of data analysis revealed that five types of communication styles (attentive, friendly, impression leaving, open, and relaxed) bear a positive impact on COSE, while one communication style (contentious) bears a negative impact. It was also found that the customer-oriented service employee plays a critical role in inducing three types of dedicational behaviors in consumers: enhancement, cooperation, and advocacy. The key theoretical and managerial implications of these findings are discussed in the latter part of this article.     

Creating a model of customer equity for chain restaurant brand formation

The purpose of this research was to create and test a model of customer equity for chain restaurant brand formation. It has long been acknowledged that managing and enhancing customer equity influences a company's shareholder value, which is a reflection of long-term financial performance. A review of the current literature revealed three key determinants of customer equity: (1) value equity, (2) brand equity, and (3) relationship equity. Six hypotheses were derived and, based on data analysis, all six were supported. Value, brand, and relationship management were all confirmed to be important factors in enhancing customer equity in the chain restaurant industry. Further, brand equity has the strongest impact on the development of customer equity in this particular industry. Relationships among value equity, brand equity, and relationship equity were also identified. Managerial implications are discussed.     

The Antecedents and Consequences of Travelers' Need for Uniqueness: An Empirical Study of Restaurant Experiences

Dining out at a restaurant is one of the most important parts of travelers' tourism experience. The purpose of this research was to examine the antecedents and consequences of travelers' need for uniqueness (CNFU) in their restaurant experiences. Based on a literature review, three theoretical antecedents (perceived firm innovativeness (PFI), perceived firm uniqueness, and brand prestige) and three theoretical consequences (utilitarian value, hedonic value, and behavioral intentions) were proposed. During this process, it was theorized that consumers' uniqueness-seeking behaviors can be strengthened and/or weakened by three psychological moderators: attention to social comparison information (ATSCI), face consciousness, and materialism. By integrating the theoretical arguments, a structural model was proposed. The proposed model was tested using data collected from 379 travelers who had dined out at a luxury restaurant in the past three months. According to the data analysis results, PFI, perceived firm uniqueness, and brand prestige were all confirmed to be important factors in enhancing CNFU. Furthermore, it was determined that CNFU bears a positive impact on behavioral intentions, an impact that is mediated by perceived value. Lastly, the moderating roles of ATSCI and materialism were found to be significant. In the latter part of this research, managerial implications derived from the data analysis results are discussed.     

Topical coverage in internal auditing: academic versus practitioner perceptions

This study reports the results of research that investigates whether a gap may exist between academic content and practitioner needs in the area of internal auditing within the USA. Questionnaires were sent to internal auditing faculty and practitioners to identify and quantify the perceived importance of 25 different internal auditing topics, as well as the use of case studies and practitioner classroom visits as pedagogical techniques. Groups were in substantial agreement on the relative importance of the topics. However, some specific topic differences were noted, with educators placing more importance on items including engagement planning, preliminary surveys, audit programmes, risk management and fraud. Practitioners placed more importance on the qualities desired in staff internal auditors, Certificate in International Auditing (CIA) examination preparation, and computer auditing. In addition, there was considerable agreement between the two groups on the use of case studies in the classroom, as well as classroom visits from practicing internal auditors.     

Postnormal network futures: A rejoinder to Ziauddin Sardar

Sardar's “Welcome to Postnormal Times” describes the chaotic, contradictory and uncertain climate today, and analyses the failure of progress, modernisation or efficiency to provide ethical, political or even trustworthy economic solutions to the instability of the present. Missing in his analysis is the role of knowledge, especially as it is migrating from individuals to technical networks. This paper argues that recent developments in the networking of knowledge point towards a new constellation in which networks are emerging as major powers alongside the nation and the market, the two pillars of global political economy in the 20th and early 21st century. It responds to Sardar's challenge to imagine the future by imagining the political consequences of recognising non-human agencies as political actors.     

香港交易所致力推动可持续发展新动向

香港交易所《环境、社会及管治报告指引》的公共意见征求工作将在四月初结束,之后交易所准备进入指引制定的下一阶段,在致力推动亚洲的可持续发展方面迈出实质性的一步。在全球金融市场中,香港交易所已经成为IPO的重要中心,所以此次加强信息披露的要求很重要。通过该指引,香港交易所开始驶上国际轨道,与其他交易所及机构型投资者一样注重企业在环保及社会方面披露信息的重要性,要求     

MUTUAL FUND MORTALITY, 12B‐1 FEES,AND THE NET EXPENSE RATIO

The Securities and Exchange Commission is currently reviewing Rule 12b‐1, which governs how fund advisors may pay for the distribution of fund shares. We provide evidence that even after adjusting for economies of scale, funds with 12b‐1 fees have higher expense ratios net of the 12b‐1 fees than do funds without such fees. This finding suggests that 12b‐1 fees are more than just a deadweight cost. We also demonstrate that 12b‐1 fees are highest for funds that ultimately fail, that the proportion of funds with 12b‐1 fees is increasing over time, and that the level of those fees is also increasing over time.     

展望“里约＋20峰会”把握企业可持续发展趋势

1992年，联合国在巴西里约热内卢举办了联合国环境和发展大会，有183个国家的代表出席。当时各国已感受到生态破坏的威胁，推动了一系列的国际条约以及新的承诺，并正式提出了可持续发展的理念。时隔20年，“联合国可持续发展大会”将于今年6月在巴西里约热内卢举行，因此也被称为“里约＋20峰会”。     

F. L. McDougall: Éminence grise of Australian Economic Diplomacy

This paper examines the principal economic ideas of F. L. McDougall, a largely forgotten, sometime government official and 'amateur' economist who exercised an enigmatic influence upon Australia's economic diplomacy in the interwar years. Beginning with his conception of 'sheltered markets', the international manifestation of the Bruce Government's vision for Australia of 'men, money, and markets', the paper explores McDougall's later advocacy of a 'nutrition approach' to world agriculture and its extension into 'economic appeasement'. McDougall's ideas were theoretically unsophisticated, and realized little in the way of immediate achievements. In the longer run they could be viewed more favourably. Naive perhaps and idealistic certainly, McDougall's ideas were part of a broader movement that, after the Second World War, redefined the role of international economic institutions. If nothing else, McDougall's active proselytizing of his ideas lent Australia an unusual 'voice' in international forums at a time when it was scarcely heard.