电子消费合同的特殊性与直接适用的法原则的应用——对美国和欧盟的比较分析与启示

电子消费合同的特殊性决定了直接适用的法原则的大量运用。由于各国关于消费者保护的法律存在差异等原因,直接适用的法原则在不同国家电子消费合同领域的应用也各具特色,比如美国侧重于电子商务促进经济发展的作用,而欧盟更侧重于对消费者进行保护。直接适用的法原则在我国电子消费合同领域的应用中,应尽量避免对电子消费合同的不合理限制;在侧重保护消费者权益的前提下,兼顾经营商合法权益的保护,维护和促进电子商务的发展;并积极参与全球合作,与国际接轨。     

“I live with terror inside me”: Exploring customers’ instinctive reactions to terror

Terrorist attacks occur mostly at public service-oriented sites. Consequently, their victims are likely to be customers. The present study explores how customers instinctively react toward the reality of terror in a matrix of 2 × 2 aspects concerning terror circumstances: temporal proximity (brief or long) and physical proximity (close or remote) from the terror event. In qualitative in-depth interviews, customers from France and Israel were requested to share their instinctive reactions and coping strategies when approaching hospitality (hedonistic) and transportation (utilitarian) services. Participants (N = 47) comprised customers having a protracted acquaintance with persistent terror threats. The analysis identified differences in reactions, subject to temporal and physical proximities. When terror attacks are physically close, customers’ emotions, cognitions, and behaviors undergo modification with time. However, when terror attacks occur at a location remote from the customer, customers’ emotions and cognitions, but not their behavior, change with time. These reactions were comparable for the two service contexts. Practical implications were elaborated to enable service establishments (i.e., hospitality and transportation) to design and manage their operations for the short and long term to assist customers in the difficult era of terror.     

Consumers’ luxury restaurant reservation session abandonment behavior during the COVID-19 pandemic: The influence of luxury restaurant attachment,emotional ambivalence,and luxury consumption goals

The purpose of this research is to examine how consumers’ attachment to luxury restaurants and their emotional ambivalence contribute to their reservation session abandonment during the coronavirus disease 2019 (COVID-19) pandemic. In addition, the moderating effect of luxury consumption goals (e.g., self-presentation motives, status consumption, and need for uniqueness) is examined. A total of 408 participants completed questionnaires, and the results reveal that luxury restaurant attachment significantly influences consumers’ emotional ambivalence, which in turn causes them to not complete their reservation sessions. Furthermore, the moderating effects of status consumption and need for uniqueness are supported.     

A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations

The hospitality and tourism industry faces serious challenges during public health emergencies such as COVID-19. Managers are concerned not only about how to maintain business and provide humanized services but also about social distancing. This study presented artificial intelligence (AI) technology-based service encounters as a possible solution and examined the antecedents and consequences of the encounter triad including customers, employees, and AI. Based on a systematic literature review, the study identified 4 modes of AI technology-based service encounters: AI-supplemented, AI-generated, AI-mediated, and AI-facilitated encounters. In addition, the study developed an integrated model to specify the factors that influence AI technology-infused service encounters in general and the customer service outcomes that result from the encounters. The findings contribute to service management and AI application theoretically and practically.     

Construction of a service quality scale for the online food delivery industry

The main purpose of this study is based on qualitative and quantitative research procedures, and integrates the key service factors for the online food delivery (OFD) industry extracted by Internet Big Data Analytics (IBDA) to construct a OFD service quality scale (OFD-SERV). This study takes OFD customers in Taipei City as the objects. The results show that 20 key service factors for the OFD industry are extracted through IBDA. The OFD-SERV scale contains six dimensions including reliability, maintenance of meal quality and hygiene, assurance, security, system operation and traceability, a total of 28 items. The results from the structural equation modeling showed that the reliability, assurance and system operation have a positive impact on customer satisfaction. Finally, the findings provide knowledge and inspiration for the current OFD, and enable OFD operators and future researchers to more accurately identify the deficiency of service quality.     

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.     

Unraveling the dynamic and contingency mechanism between service experience and customer engagement with luxury hotel brands

This study unravels the dynamic and contingency mechanism between service experience and customer engagement with luxury hotel brands by investigating a multi-step model linking these two variables, in which emotional attachment and relational quality constructs (i.e., brand satisfaction, brand trust, and brand commitment) act as a bridge, while customer involvement acts as a moderator. Based on a self-administered survey dataset of 249 international tourists who are customers of luxury hotel brands, partial least square structural equation modeling (PLS-SEM) is used to test the hypotheses. The results indicate that all proposed hypotheses are supported. As such, this study discovers and clarifies the nature and dynamic mechanism underpinning the co-creation and reciprocation process of customer engagement with luxury hotels. In particular, the positive service experience is found to contribute to customer engagement via emotional attachment and relational marketing. Furthermore, the moderating role of customer involvement in the luxury hotel setting is confirmed.     

基于“北斗一代”的Zigbee无线网关设计

为了解决野外多点数据采集无供电、布线复杂和通信困难的问题,提出了一种基于“北 斗一代”的Zigbee无线网关设计方案。采用MSP430F6438、CC2341微处理器和一体化的RDSS “北斗”射频芯片完成低功耗、小成本的硬件设计。通过增加SIM卡的数量,将网关转发“ 北斗”数据的频率降至最低的5 s,提高了网关的通信速率。通过软件设计实现了Zigbee无 线传感网络和“北斗一代”系统之间数据的透明交换。该方法已成功应用于野外油气井远程 监控系统中。     

国际金融危机背景下我国农村金融服务深化路径选择

由美国次贷危机引发的全球金融危机,对世界各国经济社会产生了消极的影响,对我国农业和农村经济的负面影响也逐步显现。本文首先介绍了国际金融危机对我国农村经济与农村金融的影响,其次溯源了农村金融服务的相关理论,并探讨国际金融危机视角下农村金融服务深化的意义,最后针对当前我国农村金融抑制的现状,提出农村金融服务深化的路径选择,以抑制国际金融危机对我国农村经济及农村金融的影响。     

Consumption paths under prospect utility in an optimal growth model

This paper studies the Cass-Koopmans-Ramsey model of optimal economic growth in the presence of loss aversion and habit formation. The representative agent's preferences for consumption can be gradually varied between the standard constant intertemporal elasticity of substitution (CIES) case and Kahneman and Tversky's prospect utility. We find that the transitional dynamics of optimal consumption paths differ distinctly from the standard model, in particular consumption smoothing is more pronounced. We also show that prospect utility can cause the economy to remain in a steady state with low consumption and low capital.