When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory

This article develops and tests a model of emotional labor in the hotel industry using affective event theory. A multiple-wave longitudinal analysis using data from 424 hotel service employees and their immediate supervisors reveals how work contexts (supervisory support) affect work events (interactional justice), and thereby influence the affective (negative emotions), attitudinal (job satisfaction), and behavioral (emotional labor, service quality, and voluntary turnover) reactions of hotel service employees. The results show that (1) supervisory support relates positively to supervisory interactional justice; (2) supervisory interactional justice is negatively associated with negative emotions; (3) negative emotions relate positively to surface acting and negatively to deep acting; (4) surface acting leads to lower job satisfaction, whereas deep acting leads to higher job satisfaction; and (5) job satisfaction leads to higher service quality and lower turnover. The implications suggest important recommendations for hotel managers.     

Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons

The goals of this study were (1) to identify the optimal facets of communication style for customer-oriented service employees and (2) to examine the ways in which the customer-oriented service employee (COSE) induces luxury restaurant patrons’ dedicational behaviors. Customer dedicational behaviors are defined as ‘a set of active and positive customer voluntary behaviors towards a business induced by high relationship quality’. Based on the existing body of communication literature, nine types of communication styles were derived. Theoretical relationships between the nine communication styles and the COSE also were developed via literature review, and causal relationships between the COSE and three different types of consumer dedicational behavior styles were subsequently suggested. By integrating the derived theoretical hypotheses, a conceptual model was proposed and then tested utilizing data collected from 527 luxury restaurant patrons. The results of data analysis revealed that five types of communication styles (attentive, friendly, impression leaving, open, and relaxed) bear a positive impact on COSE, while one communication style (contentious) bears a negative impact. It was also found that the customer-oriented service employee plays a critical role in inducing three types of dedicational behaviors in consumers: enhancement, cooperation, and advocacy. The key theoretical and managerial implications of these findings are discussed in the latter part of this article.     

生产者服务业与制造业的互动发展与行业差异——基于长三角地区的实证研究

本文以长三角两省一市1985-2010年生产者服务业和制造业增加值为依据,对二者的互动关系进行了实证分析,结果表明不仅生产者服务业整体上对制造业具有支撑作用,而且生产者服务业内部各个行业也与制造业相互影响,但由于发展水平和行业特性不同,影响程度又有差异。并据此提出了促进长三角地区生产者服务业与制造业互动发展的对策建议。     

跨国公司在华投资的新趋势和新特点

由美国次贷危机引发的全球金融危机爆发后,跨国公司经营风险不可控程度上升和市场流动性水平下降,使跨国公司减少了对外直接投资的项目与金额。随着中国大规模投资计划的推出,跨国公司为了提升竞争力和保住中国市场而进行了相应的战略调整,对华投资出现了新趋势和新特点,主要表现为跨国公司投资资金技术密集型项目增加,服务业成为跨国公司投资的重点,跨国公司投资的集群化和独资化倾向上升。跨国公司通过更合理、高效的经营战略和方式调整以保持公司可持续发展和对利润的最大化诉求。     

基于延伸售后保证的第三方物流运作模式

提出将延伸售后服务保证外包于第三方物流,并构建了最优化模型。发现:在延伸售后服务市场中,应根据消费者价值采取不同的延伸售后保证策略;对制造商和第三方物流服务提供商的成本进行对比的结果表明,将延伸售后保证服务外包给第三方物流服务提供商可有效降低制造商的成本,同时可增强第三方物流服务提供商的综合竞争能力。最后探讨了延伸售后保证外包于第三方物流服务提供商的运作模式。     

知识型服务业国际转移趋势与中国承接对策

近年来,以美国为代表的发达国家知识型服务业向具有智力人才优势的新兴市场国家转移的新浪潮正在兴起,标志着经济全球化进入了新的发展阶段.目前我国知识型服务业基本上还处于发展的起步阶段,但同时也存在着巨大的发展潜力,面临着承接国外转移的良好机遇.当前要站在国家产业发展的战略高度来充分认识承接知识型服务业国际转移的重要性和迫切性,并采取积极有效措施来迎接这轮新的全球产业布局调整.     

我国财产税制度存在的缺陷及其改革构想

财产税不仅是一种历史悠久的税收形态，而且是当今各国税制体系的重要组成部分，具有其他税种难以替代的作用。我国现行财产税制度在改革开放后虽然有所发展，但仍存在着税种缺失、税制老化等诸多问题，亟待改革。     

机关运行经费基金化管理的战略构想

政府机关事务的高绩效管理是维护政府高效有序运行的关键,更是实现政府职能、促进社会经济发展、维护社会稳定和提升政府公信力的重要保障。许多先发国家如美国、英国等对机关运行实行了价值化管理改革,以基金作为撬动政府机关运行资金的杠杆,达到了机关服务高效优质、规范有序、监督有效和战略明确的目标。中国机关事务运行正处于由传统的事务性实物管理向现代化的价值治理转变的关键期,借鉴英美等国的基金管理和运行经验对于中国建立机关运行普遍服务基金制度,提高政府效能,实现国家治理体系和治理能力现代化具有重要意义。     

创新创业载体视角下的知识产权服务体系研究

知识产权是创新创业成功的重要保障,是保护创新创业成果的有效支撑。通过问卷调查和案例调研方法,以2016年北京248家创新创业载体为研究对象,分析了这些载体的知识产权服务体系。结论是:创新创业载体的知识产权服务体系尚在建设完善中,从产业、区域、政策及资质等层面看,知识产权服务方面存在一定差异性;区域创新创业载体的知识产权服务缺乏规范,尚未形成一套适于每个创新创业载体的知识产权服务指南;区域创新创业载体的知识产权服务绩效还需要系统的评价指标,有待进一步研究。     

常州装备制造业与生产性服务业动态匹配优化路径研究

装备制造业与生产性服务业动态匹配是二者之间密切互动的表现,也是二者协同发展互动升级的重要手段。通过对常州装备制造业与生产性服务业发展现状、动态匹配中存在的问题进行梳理和分析,进而从装备制造业与生产性服务业发展的中间组织的培育与促进、市场环境营造、匹配程度提升两个维度,九个方面,对两者动态匹配路径进行设计。