好的表演需要好的观众——顾客察觉准确性在员工情绪劳动影响中的作用

基于385对顾客和员工的问卷调查的配对数据,考察了员工的情绪劳动如何影响顾客的信任和忠诚,以及顾客察觉准确性在其中的调节作用。研究结果表明员工的深层表演会促进顾客的信任,进而促进顾客忠诚;顾客对深层扮演的高察觉准确性会加强员工的深层扮演与顾客信任之间的正向关系,而当顾客对表面扮演察觉准确性低时,员工的表面扮演会对顾客信任有正向的影响;顾客的深层/表面扮演察觉准确性加强了深层/表面扮演、顾客信任和忠诚之间的中介效应。研究帮助从情绪的视角更好地理解服务情境中信任的前因变量,发现顾客的察觉准确性在情绪劳动影响过程中的重要作用,有助于服务企业从情绪劳动的角度来建立顾客信任和忠诚。     

企业边界人员的私人关系与企业绩效——基于中国市场数据的元分析检验

企业边界人员与外部利益相关者发展私人关系是新兴市场中的普遍现象,但是"私人关系"是否真的会提升企业绩效?当前文献对此问题并未给出一致结论。文章基于105篇使用中国市场数据的中英文文献,运用元分析技术(Meta-Analysis)考察了私人关系对企业绩效的影响,并分析了企业所处的制度环境和市场环境,企业的生命周期、规模、所有制形式等内部特征对上述影响的调节作用。通过对392个效应值的集成分析,文章发现,尽管私人关系确实能提升企业绩效■,但是不同层面的私人关系(政治联系和商业联系)对不同类型的企业绩效(财务绩效、运营绩效和战略绩效)所产生的影响存在差异。同时制度环境、市场环境、企业特征均会显著地调节私人关系对企业绩效的影响。上述结论为新兴市场中的企业如何将私人关系转化为企业绩效提供了指导。     

Does a leader’s “partiality” affect employees’ proactivity in the hospitality industry? A cross-level analysis

This study examined the impact of leader-member exchange (LMX) differentiation on employees’ proactive customer service performance (PCSP). A cross-level model of LMX differentiation, emotional labor, PCSP, and group positive emotional climate was proposed and tested on a sample of 44 groups consisting of 294 individual frontline employees from 6 hotels located in western, central, and eastern China. The results showed that LMX differentiation at the group level is negatively related to employees’ PCSP, while another variable at the same level, positive emotional climate, is positively related to PCSP. Surface acting and deep acting, two major forms of the regulation of emotional labor, were found to mediate the relationship between LMX differentiation and PCSP. The influence of surface acting and deep acting on the employees’ PCSP is moderated by positive emotional climate at the group level. Additionally, the application of these findings to research and future practice is discussed.     

The role of actual,ideal, and ought self‐congruence in the consumption of hedonic versus utilitarian brands

To emotionally attach consumers to a brand and inspire brand loyalty, marketers often target the brand personality towards the consumer's actual or ideal self. The self is not limited to its actual and ideal dimension, however, and motivation to approach a desired self may vary depending on the consumer's personality. Thus, the current research is the first to link self‐congruence to self‐discrepancy theory by incorporating the ought self into the self‐congruence framework and taking into account self‐discrepancies as potential moderators of the self‐congruence effect. Additionally, hedonic brand nature is discussed as important condition for self‐congruence and self‐discrepancies exhibiting their fullest effect. The conducted study focuses on how actual, ideal, and ought self‐congruence influence emotional brand attachment and consequently brand loyalty. For brands of primary hedonic nature, findings confirm actual and ideal self‐congruence as drivers of emotional brand attachment, which in turn increases brand loyalty, while ought self‐congruence influences brand loyalty directly. Moreover, self‐discrepancies moderate the described relations, albeit their effect is contrary to theory‐based expectations. From these findings, the authors derive important implications for business practice and future research.     

On boundary spanners and interfirm embeddedness: The role of guanxi institution in China

Based on social embeddedness theory and institutional theory, we construct a research model that depicts how boundary spanners’ personal relationships affect dyadic embeddedness at the organizational level, under the varying influence of guanxi institution across different regions in China. We empirically test our model by analyzing data collected from 225 retail gas stations within the distribution network of a major Chinese petroleum company. Our analysis shows that boundary spanners need to first establish relational ties, which, in turn, influence interfirm dyadic embeddedness. Additionally, the results indicate that the informal institutions, such as guanxi in China, exert an indirect effect on personal trust through personal closeness. The informal institutions also moderate the effects of personal level trust on organizational level trust, which is a key linkage between personal relationship and interfirm embeddedness.     

Who do we blame for abusive supervision?

Research has looked extensively at one side of abusive supervision (that is employee perceptions) and subsequently linked this phenomenon to supervisors' actual behaviour. We address this research gap by investigating the other side—employee characteristics as a factor related to the perception of abusive supervision (AS). Data collected from 443 employees within the Pakistani telecommunications industry revealed that employees' intimidation behaviours was positively related to their perceptions of AS, mediated by emotional exhaustion. In addition, recognition (from top management) was found to moderate the indirect effects of intimidation on AS via emotional exhaustion. Our findings challenge the assumption that supervisors are to blame for exhibiting abusive behaviour and identify a new, underlying factor related to AS.     

Quality Output,Workplace Environment,and Employee Retention: The Positive Influence of Emotionally Intelligent Supply Chain Managers

Industry advancements are accelerating at phenomenal rates and changing the management of logistics and supply chain operations. Employers must develop supervision with advanced skills to manage and retain the most effective employees making up the new workforce of highly skilled and technologically advanced personnel. Emotional intelligence is a managerial competence leveraged by leaders to connect with subordinates on a psychologically emotional level. Our research evaluates and applies emotional intelligence within the context of managing logistics and supply chain employees. Recognizing that employees are critical to production and service delivery, logistics and supply chain managers must be able to cognitively analyze situations and connect with employees in a positive manner even during challenging times. We find that managers possessing higher levels of emotional intelligence are better equipped to help their employees manage emotions, build more positive working conditions for subordinates, increase retention of employees, and achieve more positive service outcomes for external customers.     

How managerial ties affect hotels’ proactive environmental practices in China: The contingent role of institutional environments

Despite the increasing attention of environmental management in the hotel industry, few studies have examined how managerial ties impact hotels’ adoption of proactive environmental practices (PEPs) in China. Drawing on institutional theory, this study develops a model that investigates the differential effects of political ties and business ties on PEPs in the presence of important institutional factors. Using a primary survey and multiple secondary datasets on 190 Chinese hotels, we find that political ties inhibit a hotel’s adoption of PEPs whereas business ties facilitate PEPs. Moreover, advanced legal development and high levels of regional pollution reduce the impacts of both political ties and business ties on PEPs. We also test the relationship between PEPs and hotels’ financial performance. These findings provide novel insights into how managerial ties shape a hotel’s strategic behaviors for environmental protection under the influence of institutional environments in emerging economies.     

论情感教学法在《中国近现代史纲要》课程中的渗透

《中国近现代史纲要》课是以思想政治理论课的形式承载历史教育的学术功能,在教学过程中,运用情感教学法可以最大限度调动学生的积极性,使学生领会"三个选择",即"历史和人民怎样选择了马克思主义,怎样选择了中国共产党,怎样选择了社会主义道路。"增强教学效果。     

Won’t we scare them? The impact of communicating uncontrollable risks on the public’s perception

Authorities often refrain from communicating risks out of fear to arouse negative feelings amongst the public and to create negative reactions in terms of the public’s behavior. This study examines the impact of communicating risks on the public’s feelings and behavioral intentions regarding an uncontrollable risk related to fresh produce. In addition, the impact of risk communication is compared between a situation in which the risk either does or does not develop into a crisis, by means of a 2 (risk communication vs. no risk communication)?×?2 (crisis communication vs. no crisis communication) between-subjects factorial design. The results show that communicating risks has a positive impact on the behavioral intention to keep on eating fresh produce compared to when no risk communication was provided, as it reduces negative feelings amongst the public. In addition, the findings illustrate that when a risk develops into an actual crisis, prior risk communication can result in greater trust in the government and reduce perceived government responsibility for the crisis when the crisis hits. Based on these findings, it can be suggested that risk communication is an effective tool for authorities in preparing the public for potential crises. The findings indicate that communicating risks does not raise negative reactions amongst the public, on the contrary, and that it results in more positive perceptions of the authorities.