Willingness to pay in negative restaurant service encounters

The aim of this research is to propose and test a comprehensive research model to understand the influence of food quality, service quality, ambiance, and value on consumer WTP in negative service encounters. Using DINESERV as the theoretical background, a mixed methodology (ANOVA and structural equation modeling) was utilized for the study using a between-subjects experimental design. Data was collected using an online survey from students (Study 1) as well as restaurant consumers (Study 2). The structural equation modeling provided evidence for the arguments that food quality, ambiance, and value are significant predictors of customer WTP in a negative restaurant service encounter. Theoretical and managerial implications were discussed.     

关于FL型调压器使用及维护的几点意见

依据唐山市燃气集团西外环门站FL型调压器多年运行及维护经验,针对该型号调压器使用方法、常见故障及维护保养进行常态分析。     

Self-regulation and “other consumers” at service encounters: A sociometer perspective

Hospitality consumption often involves sharing the physical environment with other consumers. Other consumers can be either acquaintances a focal consumer shares the consumption experience with (co-consumption others) or strangers the focal consumer encounters due to serendipity (Customer Bs). This research used sociometer as a theoretical lens to examine the social dynamics among a focal consumer, co-consumption others and Customer Bs at service encounters and the impact of such social dynamics on consumer self-regulatory behavior. The results of the experimental study showed that when co-consumption others elicit higher level of need for self-monitoring, a focal consumer is more likely to regulate his/her interpersonal goal and emotions in response to the behavior of Customer Bs at service encounters. The results further suggested that while interpersonal goals do not have a significant effect on encounter satisfaction, emotion regulation positively contributes to encounter satisfaction. Theoretical and practical implications of the findings are also discussed.     

A humanitarian logistics model for disaster relief operation considering network failure and standard relief time: A case study on San Francisco district

We propose a multi-depot location-routing model considering network failure, multiple uses of vehicles, and standard relief time. The model determines the locations of local depots and routing for last mile distribution after an earthquake. The model is extended to a two-stage stochastic program with random travel time to ascertain the locations of distribution centers. Small instances have been solved to optimality in GAMS. A variable neighborhood search algorithm is devised to solve the deterministic model. Computational results of our case study show that the unsatisfied demands can be significantly reduced at the cost of higher number of local depots and vehicles.     

Reprint of “Enhancing green supply chain initiatives via empty container reuse”

In this paper, the maritime industry’s commitment to green supply chain has been analyzed. The objective of this study is to show that the reuse of empty containers not only adds value to a firm, but leads to waste reduction in the supply chain. The novelties of this article include (i) empty and laden containers are treated in accordance with a shipping company’s green effort; (ii) both the volume and weight of containers are introduced to indicate a potential constraint on green effort; (iii) empty container storage costs are included as a value-added component which stem from green effort.     

The effects of tipping policies on customer satisfaction: A test from the cruise industry

Many in the media have called for the abolition of the practice of tipping and at least some resorts, private clubs, hotels, and restaurants have replaced tipping with automatic service charges or service inclusive pricing. Particularly notable in this regard is the cruise industry, where several of the largest brands have switched to an automatic service charge system. Given the popularity of tipping and its perceived role as an incentive/reward for service, such moves to replace tipping with service charges seem likely to have negative effects on customer satisfaction. We test this expectation by examining the effects of Carnival Cruise Line's tipping policy change in the early 2000s on its customers’ evaluations of their cruise experience. After controlling for the effect of ship and review date, we found that Carnival Cruise Line's guests rated their cruise more positively when they sailed under a voluntary-tipping policy than when automatic service charges were added to their onboard bills. However, this effect was small and need not deter firms from replacing voluntary tipping with service charges. Discussion of this finding focuses on ways services marketers might be able to mitigate this modest negative effect of service charges.     

急性左侧心力衰竭患者的临床救治分析

目的：探讨急性左侧心力衰竭患者的临床救治。方法选取50例急性左侧心力衰竭患者作为研究对象，实施保持坐位或半坐卧位、及时吸氧、控制体液的出入量、应用药物治疗、控制诱因，综合评价临床状况决定和调整药物的使用情况、针对病因治疗。结果50例左侧心力衰竭患者经抢救后，显效34例（68.0%）、有效13例（26.0%）、无效3例（6.0%），开始抢救至临床症状缓解时间为30 min～2 h，平均（66±15）min。结论急性左侧心力衰竭具有起病急骤、恶化迅速、病情危重、病死率高等特点，早期明确诊断并及时采取正确的临床治疗是控制病情发展的关键，能挽救患者生命，减少病死率。     

Offshoring,wages, and heterogeneity

Considering heterogeneous responses by skill group to material and service offshoring, we examine the relationship between offshoring and the individual wages of workers in the U.S. labor market. We find that offshoring has been beneficial for high-skill workers but detrimental for middle- and low-skill workers. In particular, service offshoring, which has been widespread since 2000, has severely affected the labor market, compared to material offshoring.     

Applying mixed methods to identify what drives quick service restaurant's customer satisfaction at the unit-level

The current study addresses issues related to developing a set of critical quality attributes. The primary research objective was to address drawbacks of importance–performance method and develop a novel approach that identifies satisfaction drivers for unit-level quick service restaurant (QSR). The new approach is based on synthesis of qualitative, PRCA, and importance grid methods. Basic (taste, temperature, and accuracy), performance (friendliness) and excitement (cleanliness, speed, and ease of understanding) factors were identified for a QSR context. The current findings help to resolve the problem of performance optimization and identify an optimal set of QSR attributes to allocate resources. Taste, temperature, and accuracy must be ensured as top priority. Then, friendliness should also be ensured and only after that the resources should be allocated to cleanliness, speed, and ease of understanding. Generalizability of the findings is bounded by the fact that only one QSR chain was examined. Additionally, only a limited number of QSR attributes was examined.     

The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions

The role of emotions in hedonic service settings is well established, but their role in utilitarian service settings has received scant attention. This research attempts to fill this gap by investigating the effects of customers’ perceptions of service quality and servicescape on their emotional reactions, and their perceptions of product quality and subsequent behavioral intentions. Data are collected from 189 clients/patients who visited an optometry clinic. The study reports that perceived service quality (reliability, responsiveness, assurance, and empathy) and service environment (atmosphere and layout) both increase positive emotional satisfaction. In turn, positive emotional satisfaction leads to a high perception of product quality, high recommendation, patronage intention, and likelihood of purchase. Additionally, product quality perceptions have a significant positive impact on behavioral intentions.