The impact of the social servicescape,density, and restaurant type on perceptions of interpersonal service quality

The purpose of this study was to investigate how density in the servicescape affects the three interpersonal dimensions of Stevens et al., (1995) DINESERV conceptualization of service quality (responsiveness, assurance, and empathy) across various restaurant types. Using the framework of information processing theory, it was predicted that when a customer uses density to evaluate anticipated service quality, the information processing style will vary depending on the restaurant context. For fine dining restaurants and sports bars, it was predicted that customers will use heuristic processing, but would use systematic processing when evaluating a family casual restaurant. A 3 (contextual service norms) × 2 (built density) × 2 (human density) between subjects factorial design was employed. The results identified a three-way interaction between human density, built density, and restaurant type, suggesting that the type of restaurant does indeed matter when considering how density impacts potential customers’ perceptions of a restaurant.     

Taming wicked civic challenges with an innovative crowd

Civic challenges such as urban mobility and energy problems offer new corporate innovation opportunities. However, such challenges are wicked and difficult to tame. They require novel solutions that account for and integrate contradictory perspectives within the local innovation ecosystem of firms, governments, and citizens. This article presents a successful civic innovation crowdsourcing project case study, in which multinational firm Bombardier encouraged a global civic crowd to co-create visionary solutions to the challenge of future mobility in crowded cities around the world. Bombardier recruited a global crowd of 900 individuals and facilitated the citizen development of more than 215 solutions of unique firm value. We explore the process and outcome of this crowdsourcing project and derive actionable design principles for a three-phased civic innovation crowdsourcing process including: (1) crowd construction, (2) crowd knowledge acquisition, and (3) crowd knowledge assimilation. This process enables the crowd to integrate members’ diverse and contradictory knowledge proactively at both the team and individual levels. Additionally, the crowd is able to balance extension of existing local solutions and exploration of path-breaking technologies and solution concepts.     

Network,knowledge and relationship impacts on innovation in tourism destinations

We combine network structure and firm-level relationship measures to explore the association between innovative behavior, firm position within the network of a destination, and the knowledge and relational trust characteristics of a firm's innovation-oriented relationships. We find current collaboration, shared knowledge and trust are associated with innovative behavior with partner firms, but that betweenness centrality indicates which partners are the most prominent innovators in a population. That is, relationship-level characteristics facilitate innovation partnerships, but network structure characteristics identify the most successful innovative partners. To theory, our findings contribute to efforts in the tourism, innovation and network literature to evaluate the differential effects of knowledge stocks and flows on innovation. For practice, our results suggest that promoters of innovation within a destination should leverage brokerage positions to improve the in-flow of ideas while encouraging the firms that share knowledge and trust to collaborate to apply those ideas.     

Strategic framework for commercialisation of fly ash innovations

Numerous innovative applications have been developed to utilise large quantity of fly ash generated at coal fired thermal power plants (TPPs) worldwide. However, this requires power plants to undertake the role of third-party innovation intermediaries, that is, commercialising technological innovations developed by others. As commercialising an innovation requires considerable resources, a well-considered selection and promotion are desired. The paper presents a strategic framework for commercialisation of fly ash innovations. Explanation for step-by-step implementation and generic pointers for strategy formulation for typical problems are suggested. The proposed framework is expected to assist coal-fired TPPs in formulating strategies to commercialise innovative utilisation of fly ash. The study contributes to scarcely addressed aspects of an open innovation paradigm, that is, challenges faced by third-party intermediaries.     

融资渠道与中国区域技术创新

运用2011-2016年中国内地31个省份面板数据，通过固定效应模型检验不同融资渠道对全国以及东中西部地区技术创新的影响。结果表明：①债权融资在整体上对技术创新影响不显著，分地区看，其在东部地区发挥了促进作用，而在中西部地区则起到抑制作用；②从整体及中西部地区看，股权融资对技术创新的影响不显著，且抑制了东部地区技术创新；③对股市板块进行细分后，整体上股权融资中只有创业板股权融资显著促进了技术创新水平提升，主板和中小板的作用均不显著。     

地方政府人才引进政策促进了区域创新吗？——来自准自然实验的证据

高技能人力资本对于我国经济转型的重要性不言而喻。本文以2009—2012年间39个城市集中出台的地方人才引进政策为准自然实验,采用多期政策的双重差分法,结合机制分析和异质性分析,探究了人才政策出台前后区域创新能力的变化及其背后的机制和深层次原因,并分析政策效应在不同的地区营商环境、科教事业投入力度、知识产权保护程度下的差异。本文主要结论包括,地方人才引进政策总体上提高了当地的专利授权总量和专利价值总量;显著增加了研发投入的规模,但创新效率没有得到明显提升;在营商环境较差的地区,政策的效应侧重于提高专利数量,营商环境较好的地区则侧重于提升专利价值;在科教投入力度本身就很大的地区,政策效果较小,在科教投入弱的地区效果会更明显;在知识产权保护程度弱的地区,政策效果更多地表现为提高专利数量,保护程度强的地区,则侧重于提升专利价值。上述结论对地方政府优化人才激励政策、实施创新驱动发展战略具有一定的政策启示。     

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.     

企业家社会责任行为方式创新对其形象评价的影响机制研究

运用扎根理论探究了企业家创新性社会责任行为的特征及作用机制。基于扎根理论，就企业家微公益行为对其形象评价的影响机制进行了探索性研究。通过深度访谈与二手数据的扎根分析，提出了企业家微公益行为对其形象评价影响的理论框架：企业家微公益行为具有权威性、互动性与多样性，会通过情感和认知两大层面来获取消费者认同感，并影响消费者对企业家微公益行为动机的感知，进而影响其形象评价。该研究是对企业家社会责任理论的有益拓展，同时为希望通过社交网络进行公益活动的企业家提供了实践参考。     

What's in a tip? The creation and refinement of a restaurant-tipping motivations scale: A consumer perspective

According to Segrave (1998), since the late 1800s, the study of tipping has provoked debate in a range of abstract dimensions such as economics, sociology, and psychology. To date, the research on the topic has been largely qualitative in nature, while addressing motivating themes (service, social norm, and future service considerations) in isolation from one another. Following a thorough examination of the literature, there is a definite lack of research on the development and testing of a more holistic quantitative scale aimed at identifying the motivational Gestalt driving actual consumer tipping behavior. Therein lies the major theoretical contribution of this study, namely the development and testing of a Tipping Motivations Scale, which over two separate analyses, supports a number of drivers of consumer tipping motivation.In this study, exploratory and confirmatory factor analyses were conducted to test the empirical dimensions of consumer tipping motivations. The results obtained indicate a reasonable fit between the data and the proposed model across both analyses. This was repeated on two separate occasions and the results largely remained consistent. The findings point to the key role of service in driving the consumer's decision to tip. Other important factors included social conformity, the issue of future visitation, and server actions. Further research is needed to explore whether these dimensions remain constant among other sample groups and across different tipped professions.     

汽车后服务业客户满意度实证研究

随着微利时代的到来,通过提高客户满意度来发掘售后服务价值已经成为各厂商在激烈竞争的市场中获胜的关键。基于此,本文构建了汽车后服务业客户满意度评价指标体系,通过问卷调查,实证分析了汽车后服务业的客户满意度情况,并提出了提升客户满意度的策略。本文创新点在于MOT测评点价值贡献——差距散点图,运用图的形式解读客户满意度,有很大的可操作性。