The effect of management commitment to service quality on employees’ affective and performance outcomes

A service recovery performance model is proposed and tested with data from frontline bank employees in Turkey. The model is derived from Bagozzi's (1992) reformulation of attitude theory. The empirical results suggest that top management commitment to service quality, as manifested by frontline employees' appraisal of training, empowerment, and rewards, has a significant effect on their perceptions of service recovery performance. The influence of management commitment to service quality on service recovery performance is mediated by frontline employees' affective commitment to their organization and job satisfaction. Implications of the results and further research avenues are discussed. Emin Babakus (ebabakus@ memphis.edu) (Ph.D., University of Alabama, 1985) is a professor of marketing at the University of Memphis. In addition to theJournal of the Academy of Marketing Science, his research has been published in such journals as theJournal of Marketing Research, theInternational Journal of Research in Marketing, theJournal of Retailing, theJournal of Business Research, and theJournal of Advertising Research. He serves on the editorial review boards of several journals. Ugur Yavas (raxyavas@mail.etsu.edu) (Ph.D., Georgia State University, 1976) is a professor of marketing at East Tennessee State University. Besides theJournal of the Academy of Marketing Science, he has contributed to such journals as theJournal of Marketing Research, theJournal of Business Research, theInternational Journal of Research in Marketing, theEuropean Journal of Marketing, International Marketing Review, theJournal of International Marketing, Management International Review, theJournal of the Market Research Society, theInternational Journal of Service Industry Management, andLong Range Planning. He currently serves as the editor of theJournal of Asia-Pacific Business. Osman M. Karatepe (osman.karatepe@emu.edu.tr) (Ph.D., Hacettepe University, Ankara, Turkey, 2002) is an assistant professor of marketing at Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals as theJournal of Hospitality and Leisure Marketing, The Service Industries Journal, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the associate editor of theEMU Journal of Tourism Research. Turgay Avci (turgay.avci@emu.edu.tr) (Ph.D., Cukurova University, Adana, Turkey, 1995) is an assistant professor of management at Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals asThe Service Industries Journal, theJournal of Hospitality and Leisure Marketing, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the editor-in-chief of theEMU Journal of Tourism Research.     

我国中西部县域实施PPP模式的风险探究

在问卷调查的基础上，构建我国中西部县域PPP模式的风险因素评价指标体系。经过风险指标权重的计算，从19个风险中筛选出9个制约中西部县域PPP项目的关键风险因素，并通过相关检验和因素分析将其划分到4个关键风险组群，分别为政治风险、经济风险、市场环境风险和合作风险。结果显示：政治风险为制约PPP发展的最主要风险组群，而项目收益不足则是评分最高的单项风险因素。     

Evaluating the Validity of Self-Reported Deviant Behavior Using Vignette Analyses

In this paper, the validity of vignette analyses of various forms of deviant behavior in the presence of opportunities is analyzed on the basis of ideas derived from cognitive psychology. Abelson’s Script Theory together with insights into human memory of visual and verbal information, allow the assumption that vignette analyses using visual stimuli are valid measures of deviant behavior in particular. The study includes an empirical examination of these ideas (n = 450). Nonparticipant observations and vignette analyses with visual and verbal material were carried out with regard to three forms of deviant behavior occurring in the presence of opportunities presenting themselves in everyday life. Observed and self-reported frequencies of deviant behavior or deviant intentions were counted and cross-tabulated. Log-linear analyses with dummy coding using observation data as reference category were run. Data analyses yielded the result that frequencies of deviant behavior were related to the techniques of data collection under consideration. Especially vignette analyses of the return of ‘lost letters’ that use both visual and verbal stimuli overestimate ‘actual’ (i.e. observed) return rates. This result is discussed with regard to the underlying methodological assumptions as well as its implications.     

Using Market Expectations to Test for Speculative Bubbles in the Crude Oil Market

The wide fluctuations of oil prices from 2003 to 2008 have attracted the interest of academics and policymakers. A popular view is that these fluctuations were caused by speculative bubbles due to the increased financialization of oil futures markets. This hypothesis, however, is difficult to examine since the fundamental price of oil is unobservable and, therefore, econometric evidence in favor of bubbles may actually be due to misspecified market fundamentals. In this paper, we extend two recently proposed methodologies for bubble detection that alleviate this problem by using market expectations of future prices. Both methodologies provide no evidence of speculative bubbles.     

Is unemployment good for the environment?

Environmental quality is a public good, potentially impacted by everybody. Individual level pro-environmental behavior affects environmental quality in the aggregate. Therefore, it is important to understand what causes individual’s pro-environmental behaviors to change. We quantify the causal effect of one determinant, unemployment, using an EU-27 population representative Eurobarometer survey. Drawing on results from the theory of the private provision of public goods, and recognizing that unemployment decreases income and the opportunity cost of time, we formulate testable predictions that unemployment will decrease the extent of pro-environmental behaviors that require monetary contributions and increase the extent of pro-environmental behaviors that mainly require time/effort. Instrumental variables regressions provide empirical evidence to support these hypotheses. Changes in the unemployment rate within a sub-national region provide the exogenous variation needed to identify the causal effect. Several supplemental questions on the survey provide evidence that environmental issues lose saliency and economic issues gain saliency when one becomes unemployed, suggesting that interested parties may wish to emphasize cost savings of pro-environmental behavior rather than environmental benefits during times of increased unemployment.     

GPS在土地测绘中的应用

在经济飞速发展的21世纪,土地测绘的技术也在快速发展着。因为该技术应用于各个领域,其中,GPS技术起到了十分关键的作用,不仅为各个领域的发展提供了充足的准备和保障,也就奠定了GPS成为最基础的科学的地位。     

地质勘测各阶段技术要点探究

地质勘测工程具有复杂、要求高的特点,本文从工程地质勘测出发,对其勘测方法、勘测原则作出了分析,重点探讨了地质勘测施工各阶段需要控制的要点,具有一定的借鉴效果。     

导线测量中应注意的几个关键问题

导线测量是建立国家大地控制网的一种方法,也是工程测量中建立控制点的常用方法,作者根据自己实际的工程经验,提出导线测量中应注意的几个关键问题。     

Supplying trees in an era of environmental uncertainty: Identifying challenges faced by the forest nursery sector in Great Britain

In recent years, numerous articles have addressed management strategies aimed at assisting forests to adapt to climate change. However, these seldom take into account the practical and economic implications of implementing these strategies, notably, supply of forest plants and seed. Using semi-structured interviews with practitioners involved in the plant and seed supply chain in Great Britain, we highlight a series of practical and economic bottlenecks commonly encountered in the supply of locally sourced seed and domestically produced planting stock for native woodland and hedging markets. We find that adoption of alternative seed sourcing strategies, designed specifically to account for directional climate warming, is likely to exacerbate existing problems by adding further complexity to decisions nurseries make about tree species and seed origins to produce. The lack of long-term market predictability brought about by the current configuration of forestry grants and regulations and, in particular, the administrative systems for processing grant applications is identified as a major impediment to having a sustainable and competitive supply of home-grown and currently adapted planting stock. Finally, the time and effort it takes to supply healthy plants for native woodland creation projects deserves much wider recognition throughout the industry and will be crucial if planting objectives are to be met sustainably.     

加强校企合作 完善实训基地建设——甘肃钢铁职业技术学院实训基地现状的调查与思考

本文通过对学院实训基地的调研,总结目前甘肃钢铁职业技术学院校企合作的现状、存在的问题,进而分析所应该采取的措施。