The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics

What is so different about executing service failure recovery in an online environment as in e-tailing?Answering this, the present research points out to the need of considering e-tailing's natural propensity to foster multiple avenues of service failures which are either logistical or non-logistical in nature. Furthermore, given the distant location of the product, e-tailer, and the buyer, e-tailing is posed with risks of ethical transgressions. Therefore, by contextualizing on an Indian e-tailing scenario, we explore how service failure recovery in this challenging setting could be shaped. Justice building failure mitigation strategies such as response speed and compensation emerge to improve recovery efforts, however, apology seems to not work well in establishing justice to drive service failure recovery. Interestingly, an e-tailer's watchfulness toward the strengthening of its online ethics synergistically redeems recovery satisfaction, customer forgiveness, and positive word-of-mouth for the grieving consumer. This synergy can further mitigate the adverse impacts of service failure severity on recovery outcomes. Yet, a consumer having faced a severe service failure instance can have reservations in spreading positive word-of-mouth despite forgiving. Lastly, when considering logistical vs. non-logistical service failure typologies, the synergistic influence of e-tailing ethics and justice over recovery satisfaction becomes very strong in the case of non-logistical service failures.     

Reconceptualizing value creation: Exploring the role of goal congruence in the Co-creation process

As companies gradually shift from the exchange view to the resource integration view, the creation of value also shifts from the customer sphere to the joint sphere. As a result, the customer and service provider are responsible for co-creating value through resource integration. However, it raises the question of whether customers are capable of contributing to the co-creation of value. Our study proposes a framework of how goal congruence plays a pivotal role in the resource integration process between all actors in the joint sphere. When the level of goal congruence between customer and service provider actors is high, it stimulates the exchange of valuable resources from all actors, which leads to the actual experience of co-creation resulting in value-in-use and improves service outcomes, i.e., customer satisfaction and loyalty. Data were collected through a field survey from salon-and-spa customers (n = 530) and PLS-SEM was employed to test the hypotheses and further analysis. The results show that goal congruence impacts customer satisfaction and loyalty through value-in-use. Therefore, suggesting service providers to properly socialize their goals will be a good strategy to increase customer capability to co-create value and ultimately enhance customer satisfaction and loyalty.     

国际贸易理论的新发展与东亚实践

企业活动的国际化在东亚日渐形成的国际分工体制中是个极其重要的关键因素,探索其为何要走向国际化,对我国参与国际分工、特别是积极实施"走出去"战略,显然具有适时和现实的实践意义.在当前分工最活跃的东亚地区,这些理论的新发展正在被实践所证实.     

THE IMPACT OF GREATER AUTONOMY ON EFFICIENCY OF WORK AND QUALITY OF SERVICES IN PUBLIC SERVICE PROVIDERS: A CASE OF VOCATIONAL EDUCATION INSTITUTIONS

ABSTRACT: The paper analyses impact of greater autonomy on efficiency of work and quality of services in public service institutions. Autonomy is one of the key principles of New Public Management that, according to the theory, increases performance in public service providers. However this assumption has been scarcely researched in practice. To narrow this gap, the experimental reform that implemented greater managerial and financial autonomy in 13 Lithuanian state vocational schools was chosen for research. In order to analyse the impact of autonomy after the reform, maximally similar institutions (those that underwent the reform and that did not) are compared using quantitative (incl. counterfactual analysis) and qualitative methods. The results indicate that institutions that have been reformed tend to have better efficiency and quality of services, even though this relationship is not causal. Moreover, the research challenges the notion that such results came from greater autonomy. Finally, the logic of the NPM of as to why more autonomous institutions perform better is also challenged.     

移动电子商务发展研究综述

移动商务是建立在先进的移动终端、完善的无线通信协议以及丰富的Internet信息上的一种新型商务交易方式,移动终端对Internet的介入使得用户随时随地获取所需信息,极大地增加了交易的灵活性,带来了更多的商机,促进了商务活动的发展。研究根据最新数据分析了国内外电子商务发展现状,总结了移动环境下的WAP和J2ME关键技术,并展望了未来电子商务的发展趋势。     

中国金融结构问题与M2/GDP偏高现象研究

上世纪90年代中期尤其是1997年之后,流动性过剩和资产价格剧烈波动成为中国经济运行中的典型现象,表现为货币供给量的变化和实体经济变量即产出和物价变化的脱节———M2/GDP偏高现象。根据宏观经济学的分析框架,货币总量与名义GDP之比作为衡量流动性过剩的尺度,反映了货币供求状态与实体宏观经济总量之间的关系。当流动性过剩成为持续现象时,说明相对于实体经济形成的总供给,货币市场持续出现超额供给,即货币市场提供的一部分货币资金没有流向实体经济,或投入到实体经济的货币资金没有形成真实的商品供给。由于现代货币制度下,货币供给量与金融体系提供的信贷规模和信贷资金流向紧密联系。因此考察流动性过剩现象应该更多关注金融结构,进而金融资源的配置方式和效率的变化。本文结合金融结构发展情况分析中国M2/GDP偏高现象,揭示金融结构发展中的问题并提出相应对策。     

项目型产品营销的售前服务全景分析

售前服务属于服务营销的范畴,但在实施过程日益呈现出项目管理的特性。售前服务包含技术性服务和经济性服务两项内容,其精髓是通过实施“消费者教育”来促进产品销售,并在实践中呈现出售前活动项目化、售前工作职业化、售前经验知识化等新特征。在项目管理与服务营销的融合下,售前服务管理围绕消费者、企业的双重价值来实现,形成了以售前团队管理、售前质量管理、售前交付物管理和售前流程管理为核心的概念体系。     

M2M消防远程监控系统的应用

文章把M2M的概念引入消防远程监控系统中应用,消防远程监控系统通过运营商网络将各建筑物内独立的火灾自动报警系统联网,在监控中心内对所有联网建筑物的火灾报警情况进行实时监测,对消防设施进行集中管理。     

微型化放入式电子测压器红外通信接口设计

文章介绍了基于单片机的红外串行通信接口的设计方案。该系统主要由TI公司的MSP430系列单片机和SHARP公司的GP2W0116YPS芯片构成。文章介绍了红外通信技术、器件选择和系统硬件设计,并结合软件设计说明了系统要实现的功能,最后通过VB设计的软件验证了该设计方案的可行性。实验结果表明,该系统控制方便,工作稳定,在微型化、低功耗的前提下能实现可靠的非接触式实时数据传输,在工程实践中具有重大的应用价值。