服务补救悖论产生的条件:"应该期望"的作用

This paper proposes a theoretical framework which applies concepts of “will expectation” and “should expectation” to exploring the effects of service recovery on customers’ post-recovery satisfaction. The relationship among customers’ perceptions of service recovery and their different expectations for service recovery will determine the probability of customers’ post-recovery satisfaction exceeding their pre-failure satisfaction (service recovery paradox, SRP). Only when perceptions are higher than both will and should expectations, SRP is much likely to occur. In other cases, it will be difficult to have SRP. We extend this theory to dynamic process. The proposed theory could explain the conflicting findings of previous studies about SRP. Results of exploratory studies provide empirical support for our theory in the static case. Managerial implications and further research direction are also discussed.     

山西省金融业发展与经济增长相关关系研究

本文采用协整检验、格兰杰因果检验等计量方法,从中观区域角度出发,针对山西金融发展与经济增长的关系进行实证分析,以期全面、准确的反映二者间的相互联系,为山西金融发展与经济增长的政策选择提供理论依据和经验支持。通过验证发现不论是短期内亦或是长期内山西省地区生产总值与地区金融业生产总值均不存在格兰杰因果关系。     

他更应该寻求什么？

这一张面孔、让人看了就会感到揪心般的痛,它脸上写满了沧桑。这位父亲,因为儿子在街头意外被一辆洒水车撞倒,导致双下肢截瘫。他的眼里,闪烁着无奈、伤痛、或是无助？