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.     

农民权益保障视角下的土地征用程序研究*——以河北省5个建设项目为例

[目的]以河北省奥运村核心区、京张高铁、大唐电厂、京蔚高速、延崇高速5个建设项目为研究对象,分析我国现行征地程序制度在实际实施中存在的问题,并提出有针对性的政策建议,为我国征地程序的完善和征地工作的开展提供参考。[方法]通过问卷调查和访谈了解农民对于征地的认知,从自由的事先知情的同意(FPIC)原则的4个方面对征地程序制度及实施情况进行对比分析。[结果](1)我国的土地征用程序不能完全符合FPIC原则,(2)征地程序实施的偏差使农民权益受损,(3)征地中的非正式治理方式激化征地矛盾,(4)政府和农民的对立关系破坏平等协商机制,(5)政府对不同规模征地项目的实施行为存在明显差异。[结论]保障农民权益和减少用地矛盾需要从FPIC层面完善征地程序,增强在实施中的程序公开和透明,并打破政府和农民之间的对话壁垒,实现协商的"全过程性"和"灵活性"。     

农作物面积空间抽样调查研究进展

农作物面积信息对于准确估计农作物产量、制定农业政策和确保国家粮食安全具有重要意义。该文主要总结了国内外农作物面积空间抽样调查方法,主要回顾了美国、欧盟和中国的农作物面积空间抽样调查的发展历程。该文还预测了农作物面积空间抽样调查的发展趋势,希望能对农作物面积调查的研究和应用提供指导。     

剖析内地旅客在澳门只作短暂停留的原因与对策

旅游(及博彩)业长期都是澳门经济的重要产业.在2003年内地"个人游"政策实施后,来澳者过半为内地旅客,可是他们平均在澳停留天数偏低.本文通过深度调查访问、问卷调查和统计分析探究及检验内地旅客决定在澳停留天数的因素.结果发现来澳目的、来澳次数、可支配收入、出入境交通工具、出入境便利性等都是重要因素.故本文提出以下对策:鼓励以商业为目的的旅客,举办季节性转变的主题活动,在内地高档场所加强宣传和推广,开拓更多的航班和航线,提高边检部门的效率等.     

高职院校学生学习动机现状的调查与分析

调查结果发现,高职学生的成就动机不足,学习动机的社会取向偏低,现实性较强,自我效能感较弱。多元与变革的社会环境和文化场域,直接影响着高职学生的学习价值取向,进而对高职学生的学习动机产生重要的影响;无法获得积极的学习体验是影响高职学生内在学习动力的直接因素。     

陕西运动服装市场调研与现状分析

通过对陕西省运动服市场的调研,对所获得的调研数据进行全面的分析,并对运动服市场未来发展前景进行展望。     

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。