Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern

Our research examines the perceptions and evaluations of prospective customers toward an online negative review and any accompanying hotel response. The study explores two main issues: whether the presence (versus absence) of an organizational response to negative customer reviews affects the inferences potential consumers draw about the target business, and which aspects of responses affect their impressions. We test the effects of four variables associated with a response: source of response, voice of responder, speed of response, and action frame on two outcomes variables (i.e., customer concern and trust inferences). The provision of an online response (versus no response) enhanced inferences that potential consumers draw regarding the business's trustworthiness and the extent to which it cares about its customers. Using a human voice and a timely response yielded favorable customer inferences. Inferences did not vary with response source or action frame. Implications are drawn for effective management of negative online reviews.     

Credit market frictions and political failure

We study how an excessively favorable regulatory environment for banks could arise even with a perfectly competitive credit market in a median voter world. In our occupational choice model with heterogeneous wealth endowments, market failure due to unobservability of entrepreneurial talent endogenously creates a misalignment between surplus maximizing reforms and reforms that are preferred by the median voter, who is a worker. This is in contrast to the world without market failure where the electorate unanimously vote in favor of surplus maximizing institutional reforms. This paper illustrates how market failure could lead to political failure even in the benchmark political system that is free from capture by interest groups.     

Venture capital funds and the public equity market

This paper considers the relationship between the public equity market and the returns to venture investing using a dataset which is derived from the records of two large limited partners who have been investing in venture capital for almost 30 years. Evidence is found to suggest that market conditions over the investment cycle, and exit conditions at the time of exit in particular, are an important determinant. This paper also investigates whether any other aspects of the venture investment process respond to events in the broader market. While general trends are evident in the venture investment cycle, only the intensity of the investment process is found to respond to events in the public equity market.     

从非价格制度谈对市场经济内涵的再认识

随着市场经济的发展，环境污染、外部负效应、社会道德水平下降和贫富分化严重等市场失灵造成的社会不良现象相继出现，暴露出了一个问题，即市场经济价格机制并不是万能的。非价格制度的作用以及市场经济的进入时机与条件，都是市场经济模式运用中更广泛的内容。文章从市场经济的一般理论与特征入手，针对其内在的缺陷，引入非价格制度的概念与作用，指出非价格制度其实应作为市场经济本身的一部分来认识，从而对市场经济理论进行深入探讨。     

Driver behaviour and business outcomes: An alternative approach to the psychology of the owner–manager

Previous psychological approaches to the study of owner–managers are reviewed and an alternative model based on the transactional analysis concept of Drivers is put forward. This model is tested out via a series of interviews and observations of 20 owner–managers of small and medium–sized businesses based in the North East of England. The relationship between driver behaviour and business performance is explored and the negative consequences of driver behaviour for the business are identified. Driver behaviour is also viewed as potentially beneficial and the inherent positive aspects of driver behaviour are proposed as the opposite end of a continuum of behaviours which are at the heart of business success. On a methodological level the need for an approach grounded in the owner–managers behaviour is confirmed.     

Staged venture capital contracting with ratchets and liquidation rights

This paper uses real options analysis to study later round financing in the presence of two standard venture capital contracting provisions: anti-dilution (ratchet) and liquidation preference. We argue that such provisions can preclude financing of a positive NPV venture in the case of a large follow-on financing relative to firm value. Liquidation preference contracting at multiples greater than one is not feasible in the later round if the financing is small relative to firm value. We highlight an interaction effect between the two provisions: increasing the liquidation multiple can help to avoid dilution and the need for the prior venture capitalist to waive ratchet provisions.     

The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics

What is so different about executing service failure recovery in an online environment as in e-tailing?Answering this, the present research points out to the need of considering e-tailing's natural propensity to foster multiple avenues of service failures which are either logistical or non-logistical in nature. Furthermore, given the distant location of the product, e-tailer, and the buyer, e-tailing is posed with risks of ethical transgressions. Therefore, by contextualizing on an Indian e-tailing scenario, we explore how service failure recovery in this challenging setting could be shaped. Justice building failure mitigation strategies such as response speed and compensation emerge to improve recovery efforts, however, apology seems to not work well in establishing justice to drive service failure recovery. Interestingly, an e-tailer's watchfulness toward the strengthening of its online ethics synergistically redeems recovery satisfaction, customer forgiveness, and positive word-of-mouth for the grieving consumer. This synergy can further mitigate the adverse impacts of service failure severity on recovery outcomes. Yet, a consumer having faced a severe service failure instance can have reservations in spreading positive word-of-mouth despite forgiving. Lastly, when considering logistical vs. non-logistical service failure typologies, the synergistic influence of e-tailing ethics and justice over recovery satisfaction becomes very strong in the case of non-logistical service failures.     

产业投资基金真的可以驱动经济结构优化吗——产业基金对经济增长与产业升级驱动程度的PVAR模型分析

在中国经济转型过程中,众多地方政府选择产业投资基金作为优化经济结构的助推工具,但实践中各地方产业基金的投资效果与期望目标存在较大差异,因此需要对产业基金的经济优化效应进行检验。运用诺依曼定理分析产业基金与经济结构优化的互动机制并提出研究假设,采用面板向量自回归模型将经济结构优化表示为经济增长与产业升级,并与产业投资基金进行实证检验。结果表明,产业基金并不是经济结构优化的驱动因素,而只是其结果。一方面,产业基金并不会直接驱动经济增长与产业结构升级,而是通过增加金融投资总量间接作用于经济结构优化;另一方面,产业升级与经济增长会显著吸引产业投资基金。鉴于大量设立产业投资基金对于优化经济结构效果不显著,因而应当重点促进多元金融产业发展、提高企业融资能力、发展多种形式的金融工具。     

创业投资家与企业家的人力资本特性研究

创业投资企业作为一种知识型企业,与传统企业的最大不同在于,人力资本在资源配置中开始上升为主导地位。首先。创业投资家为创业投资企业配置知识资本与人力资本,这一点可以从理论与实证两方面进行解释。其次,创业不仅是创业企业家一种对机会的识别与新价值发现,而且是创业团队人员共同参与的创新行动,这个行动体现出了创业企业家特有的创业精神。第三,创业投资家与创业企业家之间的人力资本特性关系以及由此产生的治理机制是创业投资企业治理的关键,信任与合作是克服创业投资家和创业企业家之间代理风险的关键。本文主要从以上三方面详细分析了创业投资家与创业企业家的人力资本特性及其相互关系。