The effects of online negative word-of-mouth on dissatisfied customers: A frustration–aggression perspective

Conceptualizing how customers construe online negative word-of-mouth (nWOM) following failure experiences remains unsettled, leaving providers with inconclusive recovery strategy programmes. This empirical study recognizes online nWOM as a co-created encounter between the complainant (i.e., the initiator of the online nWOM) and the recipient (i.e., the consumer who engages with the online nWOM), examining their idiosyncrasies to discern their understanding of the experience. It introduces frustration–aggression theory to online WOM literature, recognizing that it can support a higher-order understanding of phenomena. Through phenomenological hermeneutics, interviews and focus groups, data were collected from millennials in Albania and Kosovo that provided accounts of nuanced and distinctive online nWOM realities. The emerged insights extended extant theory to a three-fold online nWOM typology (i.e., lenient online nWOM, moderate online nWOM and severe online nWOM) recognizing the negative impact customers have on a provider, which is controlled by frustration–aggression tags. Frustration–aggression variations across online nWOM led to the construct of three types of customers that engage in online nWOM, namely tolerable online nWOM customers, rigorous online nWOM customers and confrontational online nWOM customers. Findings culminated with satisfactory recovery strategies aligned to customer inferences regardless of the nWOM context.     

Hong Kong: Inevitably irrelevant to China?

The protests in Hong Kong that took place in 2019 and are still ongoing in 2020 have attracted worldwide attention. This article presents an analysis of the relationship between Hong Kong and Mainland China through a number of different lenses, including past economic relations in financing, trade, capital flow, and renminbi (the Chinese currency) internationalisation, future economic relations against the background of China's growth model transition and global investment environment, and future political relations against the background of the China model under the leadership of President Xi Jinping. This article finds that Hong Kong has in the past mattered to Mainland China, may in the present matter to Mainland China to some extent, but in future may matter less or become irrelevant.     

Benefits Transfer: Current Practice and Prospects

This paper introduces a special issue devoted to the benefits transfer methods used as part of benefit costs analysis for policy analysis. Benefits transfer methods, as they are applied for environmental policy analyses, use economic concepts together with existing empirical estimates to predict the incremental benefits from a change in some feature of an environmental resource. After giving two examples of the decisions that analysts confront in performing these analyses, I discuss the interconnections between the papers in this issue and the research challenges that emerged from discussions of them.     

Chinese Banking Sector’s Intrafinancial System Debt Issue

Chinese debt issue has been a major concern for investors. This study examines the intrafinancial system debt issue within Chinese banking sector. Based on quarterly data during Q1, 2008 to Q3, 2017, this study finds that the declining return from the real economy is the dominant factor that contributes to the growth of intra?nancial system debts, and the quantity indicator of expansionary monetary policy also plays a positive role. These findings are the first of its kind in the academic literature. Also, this study reviews the recent policy responses from Chinese regulatory authorities and concludes that more need to be done.     

The comparative performance of the iterative instrumental variables estimator using structural and predictive criteria

The purpose of this paper is to give experimental evidence on the small-sample properties of the iterative instrumental variables estimator originally proposed byLyttkens [1970], relative to the more conventional methods including ordinary least squares, limited information single equation maximum likelihood and three stage least squares.     

So What Do Parents Want and Expect from a Technology Education Programme? – An Exploration

Everyone seems to have a view on how and what should be taught in our schools and Technology Education is no exception. In New Zealand, as in the United Kingdom, recent legislation has encouraged parents to take a more active role and to voice their opinions (Banks 1994). Satchwell and Dugger (1996) observe that in the current context of educational reform, parents are questioning what students should be expected to know and be able to do. So what do parents want for their children? This investigation briefly documents a new partnership between a College of Education and a primary school in New Zealand. Parents were questioned over the course of the first year of this new partnership, in order to determine their expectations from the Technology programme.