The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments

This study examines the role of customer emotions in the context of service failure and recovery encounters. It investigates how customers' emotional responses to service failures influence their satisfaction judgments after accounting for cognitive antecedents of satisfaction. The study also considers how customers' emotional responses to service failures influence how they evaluate an organization's recovery efforts. The research is conducted by surveying customers about their satisfaction judgments in two service settings, restaurants and hotels. The results suggest that customers' emotional responses to service failures will influence their recovery effort evaluations and satisfaction judgments in some circumstances and that the effects of emotion vary across industry settings. This study identifies the types of efforts that are most effective in helping customers “recover” from the negative emotions caused by service failures. Amy K. Smith (Ph.D., University of Maryland) is currently an assistant professor of marketing at George Washington University. Her research focuses on customer assessments of services, customer satisfaction and retention, customer service, serice failure and recovery, and customer-service provider relationships in both business-to-consumer and business-to-business markets. Her research has been published in the Journal of Marketing Research and the Journal of Service Research. Ruth N. Bolton is currently a Ruby K. Powell Professor of Marketing in the Michael F. Price College of Business at the University of Oklahoma. Her research focuses on how organizations can growth the value of their customer base through customer service and support. Her research has been published in the Journal of Retailing, the Journal of Marketing, Marketing Science, Marketing Letters, the Journal of Marketing Research, and the Journal of Service Research.     

Some problems of social reform in Russia

The problems and consequences of social reforms carried out by shock therapy in Russia in the 1990s are considered. Critical positions underlying approaches to social decisions in the social reform context, as well as measures to implement them, are presented.     

Proposal for a common currency among rich democracies

This paper proposes the creation of a common currency for the industrialized democracies, notably the United States, the European Union, and Japan. A common currency implies a common monetary policy; institutional arrangements for which are discussed. The rationale rests on the assumption that asymmetrical financial shocks will become more important than asymmetrical real shocks for these large, diversified economies, and that one of the growing sources of financial shocks will be changing expectations about exchange rate movements among national currencies. These financial shocks will in turn disturb real economies, such that flexible exchange rates among major currencies will increasingly become sources of shock more than shock absorbers. Such a common currency would also make it much easier for emerging markets to frame their monetary and exchange rate policies.     

Tariff change,foreign capital and immiserization: A theoretical analysis

This paper analyzes the possibility that tariff reductions in the presence of foreign capital may be immiserizing. Other impacts of tariff revisions in a Latin America-like context are also discussed.     

AN EVALUATION OF PRICING PERFORMANCE OF THE CANADIAN FEED GRAINS POLICY

Models, both theoretical and econometric, were developed to examine the pricing performance of the Canadian feed grains policy. An 18 equation econometric model, comprising three levels; farm, Canadian Wheat Board and domestic open market, provided the means to measure intermarket price relationships empirically. The model was further simulated for two policy situations, changes in domestic barley stocks and exports. The analytical results support the theoretical contention that the structure of the feed grains market (policy) does not lead to price efficiency. Results showed that performance was dependent upon Canadian Wheat Board export policy and producer marketing decisions which in turn are influenced by the feed grains policy and associated marketing structure. Des modèles théoriques et des modèles économétriques ont été développés avec le but d'examiner le fonctionnement, à l'ègard des prix, de la politique des grains alimentaires au Canada. Un modéle économetrique àéquations, comprenant trois niveaux; la ferme, La Commission Canadienne du Blé, et le marché libre domestique; a produit le moyen de mesurer empiriquement les rapports entre les cours de marche. Le modèle a ètè simulé, en addition, pour examiner deux situations politiques, les changements dans les stocks domestiques et dans les expoetations de l'orge. Les résultats analytiques donnent appui à l'hypothèse théorique que la structure du marché des grains alimentaires (la politique) ne mène pas à l'efficacité de la détermination des prix. Les résultats ont montré que le fonctionnement dépendait de la politique d'exportation de la Commission Canadienne du Blé et des décisions marchandes des producteurs qui, à leur tour, sont influencées par la politique des grains alimentaires et par la structure marchande y associée.     

Relationships between municipal bond rates,underwriter margins and market yields

Expressions are given relating municipal bond coupon rates to underwrite profit margins and the market yield. These expressions are applied to the examination of net interest rates, net present value and the cost of capital of serial bond issues. The conditions which must be satisfied so that a decrease in net interest rate corresponds to an increase in net present value (hence a decrease in the cost of capital to the issuer) are presented.     

A note on the allocation of time

A multi-commodity model in which time as well as nominal income is necessary in the process of consumption is analyzed. Duality theory is used to provide a counter example to the ‘Linder Theorem’ that a rise in real wages will decrease consumption of some good if it is more time intensive than the weighted average of the time intensity of all other commodities.