Is Process as Important as Outcome？ Empirical Evidence from the Chinese Context

Although the relationship between pay level and pay satisfaction has been verified as one of the most robust relationships in the literature of pay satisfaction, scholars have not yet reached an agreement regarding its underlying mechanisms. The present paper aims to investigate the link between absolute pay level and pay level satisfaction by introducing both distributive and procedural fairness perceptions as mediators in accordance with fairness heuristic perspective. A sample of 298 employees from various types of organizations completed a survey, and a series of models were compared to evaluate if the hypothesized theoretical model fits our data. We also constructed bias-corrected bootstrap confidence intervals to test the hypothesized mediation effects. The suggested theoretical model is supported, and future research directions are discussed.     

The impacts of complaint efforts on customer satisfaction and loyalty

ABSTRACT

This study identifies the depth structure of customer complaint efforts and investigates the roles of each dimension in the structural relations with customer satisfaction and loyalty. Three dimensions of customer complaint efforts were identified, procedural effort, cognitive effort, and affective effort in the restaurant context. This study uses two subsamples to develop and validate the proposed three-dimension customer complaint efforts scale. Exploratory factor analysis was conducted on the first subsample of 211 participants. Confirmatory factor analysis and structural equation modeling were applied on the second subsample of 328 participants. It is found that customers’ physical/procedural and cognitive efforts exerted during the complaint resolution process compound their affective efforts, which further reduce customer satisfaction with the complaint process and erode customer behavioral and attitudinal loyalty. This study bridges the research gap gaps and provides managerial implications to help reduce customer complaint efforts and ensure positive customer behaviors.     

实质监管和形式监管下的证券监管决策结构

在实质监管下,为了确保总目标函数的实现,证监会以指令性的方式将总目标函数分解为n个子目标函数,而自律组织的职能就是确保子目标函数的实现。在形式监管下,证监会的总目标函数分散为n个彼此独立又相互联系的子目标函数。证监会的监管决策结构是以自律组织独立的监管决策结构为基础的。在混合型监管下,监管决策结构是实质监管与形式监管相结合的结构。中国证券市场目前具有混合监管的特色。     

Problem-solving processes in technology education: A pilot study

This paper reports the preliminary results of a pilot study investigating the nature of problem-solving activity in technology classrooms. The research focuses on the relationship and potential mismatch between teachers' and children's agendas, aims, perceptions and beliefs concerning design and technology activities. A case study of an 11-week project was undertaken with four pupils aged 13. In-depth classroom observation and interviews allowed us to investigate the problem solving used in designing and making a kite, and the pupils' application of the knowledge required. Our analysis charts the influence of the teacher's task structuring and interventions on the children's problem-solving behaviour. The results indicate that the design process is highly complex and not always communicated successfully by teachers. What children typically encounter in design and technology projects are different problems requiring different approaches according to the kind of task and the stage reached in its solution. The popular idea that problem solving in technology denotes a holistic design-and-make process is hence under challenge. Moreover, the assumed access and application of relevant bodies of knowledge from other contexts is highly problematic.     

论审计期望差距的分类治理——一个程序理性的视角

审计期望差距的治理应该采纳程序理性观。审计期望差距源于四个层次上的程序非理性,即结构非理性、过程非理性、行为非理性以及认识非理性。结构非理性和过程非理性导致了审计的准则性期望差距,行为非理性导致了审计的行为性期望差距,认识非理性导致了审计的误解性期望差距。针对导致审计期望差距的四类程序非理性应采取不同的治理思路。     

Rethinking the role of performance appraisal in total quality management: An argument for the use of peers as raters

Historically, total quality management theory argues against the use of traditional performance appraisal systems. However, contemporary managers need a means of gathering information for human resource decisions concerning individuals. This study examines the suitability of peer appraisals for the TQM environment, and the potential impact peer appraisals may have on enhancing employee commitment to the TQM process as viewed through a procedural justice framework.     

Decision-Making Patterns in Multilevel Governance: The contribution of informal and procedural interactions to significant multilevel decisions

To come to decisions in a multilevel setting, informal as well as procedural interactions are of importance. In this paper, we explored in a case study the decision-making patterns between informal interactions and procedural interactions, and the significance of the decisions resulting from different patterns.

We discovered five patterns of multilevel decision-making: top-down processes, bottom-up processes, collaborative decision-making, synchronization by procedures, and synchronization by interactions. We conclude that these patterns do have different results. Top-down and bottom-up processes often result in mutually extinguishing decisions, whereas the other patterns can result into decisions that matter, depending on the relationships between levels.     

回到边沁抑或超越边沁?——经济学效用概念的"返本"与"开新"

经济学中的效用概念最初是以幸福为基本内涵而建立起来的,然而由于随后经济学发展的自然科学化倾向,效用逐渐被简化和庸俗化为以货币来衡量的欲望满足程度,经济学自身也逐渐偏离了它的本质和初衷——保持和增进人类幸福。为了改变经济学的不幸福现状,一些学者开始着手进行经济学的幸福革命,效用作为经济学的一个基本概念,自然是重点革命对象。继卡内曼提出经验效用概念、呼吁回到边沁、恢复效用的幸福内涵之后,弗雷等人又提出过程效用的概念,认为还应超越边沁,关注效用的过程之维。过程效用概念的提出及其研究不仅是一次重要的理论创新,而且还具有重大的现实意义和公共政策价值。     

基于异质消费群体的生态供应链网络均衡模型

文章针对不同消费者对新产品、再制造产品存在效用异质性的情况,构建了一个由制造商和消费者市场组成的两层生态供应链超网络模型,优化目标为经济效益最大化、环境影响和风险最小化。考虑环境规制及产品的可再造比例对整个供应链绩效的影响,利用网络均衡理论描述不同主体的独立行为和主体之间、产品之间相互影响的竞争行为。数据分析结果表明,系统整体效益以及企业对产品可再造比例的选择很大程度上取决于产品创新效率和政府补贴方式。     

强制调解之法理与实践

自愿性是调解正当化的基础及首要原则.调解自愿原则有程序和实体两方面的含义,即诉诸调解程序的自愿和接受调解结果的自愿.很多国家在调解启动程序自愿上出现严格解释的倾向,针对某些类型案件进行强制调解的立法与实践,反映出扩大调解适用的司法政策,同时也引发了一些争议.强制调解应该受制于程序正当性和有效性的要求.中国近几年也出现了强制调解的立法与实践,为在保护当事人程序选择权的前提下真正发挥出强制调解的功能,在条件成熟时,应该对强制调解的范围、模式等进行适当调整与完善.