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61.
The effect of management commitment to service quality on employees’ affective and performance outcomes 总被引:1,自引:0,他引:1
Emin Babakus Ugur Yavas Osman M. Karatepe Turgay Avci 《Journal of the Academy of Marketing Science》2003,31(3):272-286
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. 相似文献
62.
指出随着中俄跨境电商的迅猛发展,跨境电商平台之间的竞争不断加剧且竞争焦点逐渐从商品竞争过渡到供应链和整体服务水平的竞争。结合全球速卖通在俄罗斯的跨境电商服务供应链的运营情况,通过建立PEST-SWOT矩阵模型,分析全球速卖通在俄罗斯市场的服务供应链发展的竞争态势及宏观环境,并针对其存在的问题提出了优化路径。 相似文献
63.
随着银色浪潮来袭,如何养老已成为我国各城市重点关注的问题。将医疗机构、养老机构、社区医疗服务中心当中的医疗资源与养老资源进行共享交流,搭建“医养一体化”平台,是我国养老服务的发展趋势。论文研究了莆田市如何突破传统养老方式的局限性,推行“医养一体化”服务模式,探讨“医养一体化”平台的搭建对策。 相似文献
64.
David Pearce 《Environmental and Resource Economics》2007,37(1):313-333
This paper addresses from an economic perspective the issue of global biodiversity conservation. It challenges the perception
that the world really cares a great deal about biodiversity and is prepared to pay the full cost of maintaining this stock
of natural capital. Despite the existence of a plethora of international agreements there still seems to be a global ‘deficit
of care’ surrounding efforts to combat challenges such as those posed by global warming and biodiversity conservation. More
light can be thrown on the degree of care by measuring both the actual expenditures and the stated willingness to pay for
biodiversity conservation. However, actual expenditures are much lower than willingness to pay estimates recorded in the published
literature. Using the criteria that the ‘right’ amount of conservation effort is one where the marginal economic benefits
from conservation just equal the marginal costs of conservation, the paper explores the biodiversity conservation conundrum
and concluded that, on the available evidence, the world does not care too much about this natural capital stock and bequests
to future generations.
An erratum to this article can be found at 相似文献
65.
我国财产税制度存在的缺陷及其改革构想 总被引:8,自引:1,他引:8
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。 相似文献
66.
转基因标签的消费者维度思考 总被引:1,自引:2,他引:1
本文从消费者角度分析了现行转基因标签政策实施过程中存在的成本转移、道德风险等等被忽视的问题.并以我国包装大豆色拉油市场为例,利用垂直差别化模型对加贴转基因标签前后消费者经济福利进行了比较。 相似文献
67.
We study contracts designed to remunerate a farmer for the production of an ecosystem service with the payment dependent on the results of the farmer’s actions and on weather conditions. Two contracts are proposed: the first takes into account both the results of the farmer’s actions and a weather variable that reflects the actual atmospheric conditions during the life of the contract; the second bases the payment on the results alone incorporating only the average effect of weather. Social welfare is optimal when both the results and the specific atmospheric conditions are taken into account; however, this type of contract may be less acceptable to the farmer due to his perception of the level of risk involved.We thank two referees for valuable comments. 相似文献
68.
中英电信"双寡头垄断"模式比较研究 总被引:9,自引:0,他引:9
中国电信南北分拆以后,将在固定电话和移动电话两个业务领域形成新一轮"双寡头垄断"竞争格局.英国是率先实行"双寡头垄断"作为过度,最终走向电信全面开放竞争的典范.中国电信业在1994~1999年第一阶段改革中,曾试图仿效"英国模式",构建中国电信和中国联通的"双寡头垄断",最终以失败告终.在中国即将形成新一轮"双寡头垄断"竞争格局之时,我们有必要通过对英国电信改革的理论背景、具体实施过程、取得的成就的回顾,探求英国"双寡头垄断"成功的奥秘,并为中国新一轮电信重组所借鉴,提升中国的电信业国际竞争力,更好地应对WTO的挑战. 相似文献
69.
生态空间承载着人类、动植物和自然生态多种过程,是生态系统服务功能的策源地和枢纽区。以实施生态空间管控为导引,借助多源数据和ArcGIS、C-Plan系统工具,核心应用系统保护规划(SCP)技术,建立生态服务测度下市域生态空间管控体系的构建方法。基于此,以哈尔滨为例,以不可替代性为表征实现生态空间测度指标综合与功效评价,构建生态空间关键区识别、功能区优划以及网络格局优化模型,提出“重点保护-分区指引-格局优化”的市域生态空间管控体系,为新型城镇化及绿色发展战略的实施奠定科学基础和提供技术支撑。 相似文献
70.
Patricia E. Perkins 《Journal of Bioeconomics》2007,9(3):227-244
Synopsis New developments in feminist ecological economics and ecofeminist economics are contributing to the search for theories and
policy approaches to move economies toward sustainability. This paper summarizes work by ecofeminists and feminist ecological
economists which is relevant to the sustainability challenge and its implications for the discipline of economics. Both democracy
and lower material throughputs are generally seen as basic principles of economic sustainability. Feminist theorists and feminist
ecological economists offer many important insights into the conundrum of how to make a democratic and equity-enhancing transition
to an economy based on less material throughput. These flow from feminist research on unpaid work and caring labor, provisioning,
development, valuation, social reproduction, non-monetized exchange relationships, local economies, redistribution, citizenship,
equity-enhancing political institutions, and labor time, as well as creative modeling approaches and activism-based theorizing.
相似文献