Listen to their heart: Why does active listening enhance customer satisfaction after a service failure?

A service employee’s active listening plays a crucial role in restoring a damaged customer relationship. However, previous studies reveal little about how listening to customer complaints operates in recovering a service failure. The purpose of this research is to explore when and why the employee’s active listening has a positive influence on customer response. We define active listening as (1) listening to customers’ concerns before apologizing and (2) verbally acknowledging them. Using scenario-based experiments, we demonstrate that active listening improves customer satisfaction, which in turn increases tip size (Study 1). Moreover, we find that active listening fosters customers’ perceptions of preferential treatment, which lead to greater customer satisfaction (Study 2). Yet, such positive effects of active listening diminish when customers are unexpectedly offered a complimentary service such as a room upgrade. The implications for academic researchers and marketing managers are discussed.     

Inequality and Trade Policy: The Pro‐Poor Bias of Contemporary Trade Restrictions

This paper studies the pro‐poor bias of trade policy in India by estimating the household welfare effects of removing the current protection structure. The elimination of a pro‐poor trade policy is expected to have a negative differential welfare effect at the low end of the distribution. The paper first constructs trade restrictiveness indexes for household consumption items and industries using both tariffs and non‐tariff barriers. The results indicate that Indian trade policy is regressive through the expenditure channel as it disproportionately raises the cost of consumption for poorer households, while it is progressive through the earnings channel. Based on the net welfare effects, the elimination of the current trade protection structure is estimated to reduce inequality. These results indicate that a trade policy that is progressive through the earnings channel may induce a price effect that is regressive through the expenditure channel.     

Experimental evidence on the resilience of a cap & trade system for land consumption in Germany

The German government has committed to substantially limiting future land consumption. Among the most prominently discussed policy instruments is the implementation of a cap & trade system for land consumption, in which a limited amount of certificates is allocated to and traded by municipalities. Since these certificates would be a prerequisite for conducting building projects, this system is expected to reduce urban sprawl and foster the efficient allocation of land consumption projects. While previous empirical studies have supported these projections, the potential fragility of a cap & trade system in the case of macroeconomic shocks has not been considered. In three laboratory experiments, we simulate the impact of economic and budgetary crises within a cap & trade scheme for land consumption. We find that a market-based system succeeds in compensating macroeconomic disturbances with only minor welfare losses. Certificate prices in auctions and trading are somewhat more volatile before shocks, yet normalize afterwards. Trading volumes and the specifics of project realizations remain largely unaffected. Unrelated to the macroeconomic shocks, auction and market prices persistently diverge, leading to income redistributions to the state. Overall, our evidence supports the introduction of a market-based certificate scheme to reduce land consumption in Germany due to its resilience against potential shocks.     

What's in a tip? The creation and refinement of a restaurant-tipping motivations scale: A consumer perspective

According to Segrave (1998), since the late 1800s, the study of tipping has provoked debate in a range of abstract dimensions such as economics, sociology, and psychology. To date, the research on the topic has been largely qualitative in nature, while addressing motivating themes (service, social norm, and future service considerations) in isolation from one another. Following a thorough examination of the literature, there is a definite lack of research on the development and testing of a more holistic quantitative scale aimed at identifying the motivational Gestalt driving actual consumer tipping behavior. Therein lies the major theoretical contribution of this study, namely the development and testing of a Tipping Motivations Scale, which over two separate analyses, supports a number of drivers of consumer tipping motivation.In this study, exploratory and confirmatory factor analyses were conducted to test the empirical dimensions of consumer tipping motivations. The results obtained indicate a reasonable fit between the data and the proposed model across both analyses. This was repeated on two separate occasions and the results largely remained consistent. The findings point to the key role of service in driving the consumer's decision to tip. Other important factors included social conformity, the issue of future visitation, and server actions. Further research is needed to explore whether these dimensions remain constant among other sample groups and across different tipped professions.     

汽车后服务业客户满意度实证研究

随着微利时代的到来,通过提高客户满意度来发掘售后服务价值已经成为各厂商在激烈竞争的市场中获胜的关键。基于此,本文构建了汽车后服务业客户满意度评价指标体系,通过问卷调查,实证分析了汽车后服务业的客户满意度情况,并提出了提升客户满意度的策略。本文创新点在于MOT测评点价值贡献——差距散点图,运用图的形式解读客户满意度,有很大的可操作性。     

The role of turboprops in China’s growing aviation system

The Chinese aviation system is in a period of rapid growth, with significant growth in second tier and emerging cities. Lower density cities could be well served by regional aircraft, either regional jets or turboprops, which offer different qualities and a different future for Chinese aviation. Turboprops offer a high level of fuel efficiency compared with regional jets which may improve the cost economics for carriers and reduce the air quality and climate impacts of a growing aviation system in a region where air quality and greenhouse gas emissions are a serious concern. However, regional jets are known for their superior quality of service and faster travel speeds. We begin with a spatial analysis of existing Chinese short-haul aviation networks and find that turboprops are deployed in limited number and are dispersed throughout the country. Their limited use, however, is not because of their cost economics. For the existing regional jet network we estimate the trade space of fuel and time for the replacement of regional jets with turboprops and find that all regional jet routes in China would generate savings if replaced with turboprops. We next establish future short-haul aviation routes between new and emerging airports and estimate the likelihood that a turboprop will be used. The finding that the most viable turboprop markets are spatially dispersed through the country validates considering turboprop investment at the state-level as a component of the established Chinese aviation sustainability initiative.     

Impacts of COVID-19 on aircraft usage and fuel consumption: A case study on four Chinese international airports

COVID-19 pandemic starting in early 2020 has greatly impacted human and industrial activities. Air transport in China shrank abruptly in February 2020, following a year-long gradual recovery. The airline companies reacted to this unprecedented event by dramatically reducing the flight volume and rearranging the aircraft types. As the first major economy that successfully controls the spread of COVID-19, China can provide a unique opportunity to quantify the medium-long impacts on the air transport industry. To quantify the corresponding changes and to elucidate the effects of COVID-19 in the wake of two major outbreaks centered in Wuhan and Beijing, we analyze twelve flight routes formed by four selected airports, using the Automatic Dependent Surveillance-Broadcast (ADS-B) data in 2019 and 2020. Our results show that the total flight volume in 2020 reduced to 67.8% of 2019 in China. The recovering time of flight volume was about 2–6 months, dependent on the severity. In order to unwind the severe challenge, airlines mainly relied on aircraft B738 and A321 between February and June in 2020 because the fuel consumption per seat of these two aircraft types is the lowest. Besides, fuel consumption and aircraft emissions are calculated according to the Base of Aircraft Data (BADA) and the International Civil Aviation Organization's Engine Emissions Databank (ICAO's EEDB). At the end of 2020, the ratios of daily fuel consumption and aircraft emissions of 2020 to 2019 rebounded to about 0.875, suggesting the domestic commercial flights were nearly fully recovered. Our results may provide practical guidance and meaningful expectation for commercial aircraft management for other countries.     

我国煤炭波动周期分析与近中期发展趋势推演

通过对我国改革开放以来GDP增速、煤炭消费增速历史数据的分析,发现不管是经济发展,还是煤炭发展过程中都存在周期性的波动变化规律。而通过对煤炭与经济波动曲线的拟合,发现煤炭与经济发展呈协同波动变化。基于以上煤炭与经济协同波动规律,对未来煤炭与经济发展走势进行了推演,发现煤炭消费增速最早要在2015年前后才能企稳提高,由此进入新一轮上升期。综合分析表明,煤炭抗波动能力较弱,未来要实现煤炭平稳发展,需根据经济发展节奏的不断变化,及时主动地调整煤炭发展步伐,从而避免因煤炭发展的冒进或硬着陆给煤炭及关联产业发展带来长时间、高强度的冲击和损害。     

Understanding on-the-go consumption: A retail mix perspective

On-the-go (OTG) consumption is a growing phenomenon in the food and beverage industry. Drawing on the theory of consumption values, this study is conducted to acquire a better understanding of the influence that retail-mix elements have on OTG consumption outcomes. Specifically, this study examines the role of value for money, customer service, general assortments and healthy assortments in driving intention and satisfaction related to OTG consumption. The study also assesses the conditional value generated by the consumer's health orientation, impulsiveness and perceived time pressure. Based on a sample of 433 OTG consumers, and applying multi-group structural equation modelling (SEM) and fuzzy-set qualitative comparative analysis (fsQCA), value for money was identified as the key driver of OTG consumption outcomes. Impulsiveness and time pressure are shown to increase the effects of value for money perceptions on OTG consumption intention, while health orientation enhances the relationship between customer service and satisfaction. This study contributes to the literature on OTG consumption, explains the managerial implications for retailers, and offers recommendations to target OTG consumers better.