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.     

工科院校大学生人际交往能力的调查研究

相当一部分工科院校学生缺乏人际交往的锻炼机会,表现出各种各样的人际关系方面的问题。应加强人文素质教育和心理健康教育,加强人际交流方向的指导和训练。     

基于多校区模式的图书馆中文期刊选刊工作探讨——以广东农工商职业技术学院图书馆为例

该文以广东农工商职业技术学院图书馆为例,分析了基于多校区多馆模式的中文期刊选刊的现状,探讨了选刊工作中存在的问题以及如何使馆藏期刊结构和质量更加合理化、科学化,优化选刊工作更好地适应学校校情馆情的和谐发展。     

上海商学院管理学院学风调查与对策思考

上海商学院管理学院采用问卷调查形式,从大学生在学习期间求知目的、治学态度、学习过程中的行为表现三个层面调查学生在思想、行为与作风上所反映出的学风现状,分析影响学风的主要因素和我校学风存在的主要问题。在此基础上,提出了加强学风建设的六点建议。     

中国政府统计抽样调查制度的总体框架研究

随着中国市场经济体制的逐步确立,政府的职能在逐渐转变,政府对统计数据的要求也在变化,这就要求政府统计调查制度也随之改革。适应市场经济体制和中国政府管理的特点以及城乡统筹发展的要求,政府统计调查应该以抽样调查为主体,抽样调查队伍和机构应主要设立在地市一级,调查的指标体系和内容应该改革与调整,企业抽样调查应该采用名单框和区域框结合的双框抽样方式。对于抽样调查得到的数据资料,不仅应当汇总得出各种可用于宏观经济管理与分析的总量指标数据和分类数据,而且还应当建立起全部被调查企业和被调查家庭的数据库,供政府部门和国内的科学研究机构进行微观社会经济活动主体层次的研究。     

社会资本理论综述

社会资本概念首先是由布迪厄明确进行界定的,在此之后,科尔曼对社会资本理论进行了系统研究,而把它全面引入经济和政治研究领域并得到广泛关注则是由普特南实现的。本文对社会资本的各种主要概念和主要测量方法进行综述,并专门引述了有关专家对社会资本的中西方差异的阐释。     

How much do plant guarantees reduce perceived risk?

Abstract

Consumers do perceive risk in purchase decisions and seek to reduce both uncertainty and probability of loss. Risk also varies across persons and purchasing situations. Retailers promote product guarantees as risk reducers, but the quantitative evidence is lacking. They offer guarantees to help resolve outcomes from post-purchase problems mainly, product performance. We used an online survey to investigate the role of risk mitigation by money-back guarantees (MBGs) on a live product: plants. We obtained online responses from 504?US residents?≥?age 18 years who had made at least one live plant purchase in the six months prior to the study. As MBG length increased, perceived risk (PR) decreased. PR was higher for men than for women and declined as income increased. Subjects with a higher level of product involvement, expertise, delight, repurchase intentions, and regret had a higher level of PR. We conducted separate Chow tests for annual and perennial plants by price and MBG length and found several break points. As price increased from $5 to $10, a 30-d MBG reduced PR for annual plants while the reduction in PR was incrementally decreased for all guarantee lengths when annuals were priced over $20. With perennial plants, the MBG had an increasingly larger effect on reducing PR for each $10 increase in price. Overall, for each day increase in MBG length, we observed a 0.0337 decrease in PR, which meant that a 90-d MBG on a plant would reduce PR by 3%. This quantitative evidence of reduction in PR should encourage the use and communication of MBGs which have the potential to improve purchases, customer retention, and profitability.     

浅谈建筑工程中的地质勘察技术

随着经济发展,建筑工程建设规模不断扩大,建筑工程质量备受重视。地质勘察是建筑工程施工前期准备工作中的重要部分,是掌握工程地质情况第一手资料,合理开展施工设计,制定施工方案,提升建筑工程施工质量的必然要求。本文在分析了建筑工程地质勘察的主要任务与存在问题的基础上,着重分析了建筑工程中地质勘察技术的应用。