Balancing the scales: recovering from service failures depends on the psychological distance of consumers

The purpose of this research is to enhance knowledge about service recovery by investigating the feelings of psychological distance in the relationship between customers' perceptions of service recovery efforts of the perceived justice dimensions (distributive, procedural, and interactional justice) and attitudinal responses such as satisfaction with service recovery effort and trust in the firm. The results of structural equation modelling analyses suggested that consumers who had positive justice perceptions were likely to exhibit positive attitudinal responses. Consequently, the positive attitudinal responses generated positive word-of-mouth intention about their experiences and encouraged them to continue the service.     

A New Internet Driven Internationalisation Framework

This paper aims to offer a new Internet driven theoretical framework that explains how a successful internationalisation process may be developed and identifies the strategic dimensions that influence the key decisions in an interrelated, performance-associated way. The extant literature is examined in international marketing, international entrepreneurship and Internet marketing and a comprehensive strategic analysis is conducted of a successful individual services business: ING Direct. It is shown how strategic constructs and risk constructs drive the internationalisation process in an interrelated and performance-associated way. In the framework, the firm's target is to take advantage of an opportunity by obtaining a sustainable competitive advantage while attenuating international risk. Entry mode and country selection are strategic decisions interrelated mutually and with other strategic choices and with performance; this is why an analysis with ceteris paribus statements or episodic analysis may lead to the wrong conclusions.     

Innovation,network services and the restructuring of work organisation in customer services

The information and communication technology revolution has had important qualitative effects on the manner in which the output of new products and services is managed. This is in part associated with leveraging the knowledge of a broader group of employees. Through a case study of customer services in a major telecommunications firm, it is shown that integrating broader groups of employees into the innovation process can be vital. However a case is made that transforming work-related institutions in the firm has proved a challenging process, particularly when management are required to broaden the powers of decision making granted to employees, allowing greater discretion at the workplace and changing the manner in which work tasks are enforced.     

国际物流研究的现状与特点分析

2008~2010年,国外物流研究的热点主要集中于"客户关系管理/渠道关系"、"采购与外包"、"绩效管理"和"电子商务/信息交换"、"应急援助物流"、"绿色物流"、"精益生产"等方面,我们有必要借鉴其优秀的物流理论和实践方法,进一步推进我国物流行业发展。重视实证和案例,应是我国物流业研究的一个主要方向。     

浅谈A-A/O法在焦化废水处理中的应用

本文根据山东兖矿国际焦化有限公司酚氰污水处理站的运行效果及实践经验,介绍了A-A/O-BAF工艺处理焦化废水的工艺原理及各种影响因素。废水经过A-A/O-BAF系统处理后,出水指标达到《城镇污水处理厂污染物排放标准》GB18918-2002的二级排放标准。     

网店客服管理难题与对策

网络购物的快速发展催生了一个新兴的网店客服职业。在网店客服管理中存在着招人难、管人难、留人难三大难题。管理者需要从加强校企合作和企企合作、强化对客服的培训和激励、重视网店的组织凝聚力建设三个方面入手,以实现客服人员的＂招得上＂、＂用得好＂和＂留得住＂。     

How do income and education affect health inequality: evidence from four developing countries

Using household survey data from four countries ? Albania, Nepal, Tajikistan and Tanzania ? this article calculates income-related inequality in health care utilization. We measure health disparity separately for generally and chronically ill individuals by constructing two models: one for the probability of a visit to a physician and another for the number of visits. Following model-based measurements, we decompose inequality into two major parts: one accounted for by identity-related factors and another by socioeconomic and other factors such as education, geography and distance to a clinic. We propose a new method to quantify the effect of changes in income and education on health disparity. One of our important findings suggests that health disparity is pro-rich in all our sample countries. The pro-rich disparity is prevalent among generally ill as well as chronically ill patients, in both visit probability and visit frequency models. Health inequality seems primarily driven by income differences followed by nonidentity factors. Further, the principle of equal treatment for equal need is not fulfilled in any of our countries. Among policy implications, increasing average income and education in a way that also reduces disparity in income and education, respectively, will substantially shrink inequality in health care utilization.     

The Importance of Cultural Distance in the Perception of Evaluation of Service Quality

ABSTRACT

The paper deals with determinants in the cross-cultural setting of service encounters in tourism. The first part of the paper describes the theoretically expected influence of culture (cultural values) on the perception of expected and received service qualities. Based on a review of the literature cultural values are hypothesized to intervene in the formation of expectations and the perception of received service quality (satisfaction) across specific service quality related choice and/or decision and evaluation processes. Cases in point are particular dimensions of service quality encountered in tourism destinations, events and accommodation settings. The second part of the paper explores the usefulness and also the limitations of alternate cultural constructs found in the literature and used in the analysis of tourist's service quality judgements. Finally in part three the cultural distance is suggested as a useful potential proxy for the influence of cultural values in tourism applications and is discussed alongside other cultural constructs traditionally employed in tourism analyses.     

房地产经纪服务中“市场失灵”的成因及对策探讨

房地产经纪服务作为存量房市场中买卖双方的桥梁,在房地产市场有序健康发展中发挥着重要的作用。通过分析信息发送、信息甄别以及激励合同的市场机制在房地产经纪服务中失灵的原因,提出了房地产经纪服务行业管理是弥补"市场失灵"的重要手段,并进一步分析了行业管理的必要性及和影响机理;最后针对我国现行行业管理存在的主要问题提出了相应的完善措施。     

经验与启示——新加坡公共图书馆见闻

文章从新加坡图书馆的服务理念、服务内容、服务方式以及服务环境几方面对新加坡图书馆的服务做了介绍,旨在为我国图书馆的建设及发展提供借鉴。