信任式服务的顾客忠诚形成机制及实践启示

信任式服务因其专业性和（或）“纯服务”等鲜明特征而使之显著区别于其他类型的服务,其顾客忠诚形成机制也因此具有独特性。针对医疗服务的实证分析表明：在信任式服务中,顾客信任在顾客忠诚形成机制体中起着关键性的作用,形成“服务质量→顾客信任→感知价值→顾客满意→顾客忠诚”的逻辑链;服务互动质量和结果质量通过顾客信任对顾客感知价值和顾客满意产生影响,进而影响顾客忠诚,但服务环境质量对顾客信任和顾客忠诚没有显著影响。因此,对顾客形成机制的研究需要区分产品和服务的类型以及服务质量的类型。提供信任式服务的组织应该重视并加强对服务人员与顾客互动能力的培养,提升服务人员与顾客的服务互动质量,并切实保障和提高服务结果质量,从而增强顾客信任,提升顾客忠诚。     

新制度经济学委托代理理论视野的拓展*

新制度经济学中的委托代理理论基于“经济人理性”假定,设计出了精密、精巧、精致的委托代理制度,有效化解了现代企业中委托人与代理人之间利益冲突并提升了企业运营效率。然而,现代企业实践已经证明,即使委托代理制度十分精密、精巧、精致,仍然没有彻底解决委托人与代理人之间的利益冲突和企业运营效率进一步提升问题。因此,必须拓展既有理论视野,从“经济人理性”假定拓展到“经济人+社会人+家庭人复合理性”假定,这样就能够实现委托代理理论视野的拓展。运用新制度经济学研究方法和双边对称信任数理模型表明：基于委托代理制度,进一步强化委托人与代理人之间双边对称信任度,可以进一步化解他们之间的利益冲突并且改善企业运营效率。基于这一结论,强化委托人与代理人之间双边对称信任度的具体路径是优化社会信任环境系统。     

Employee stock ownership and financial performance in European countries: The moderating effects of uncertainty avoidance and social trust

This study investigates how the effect of employee stock ownership on financial performance may hinge on the diverse cultural and societal contexts of European countries. Based on agency and national culture theories, we hypothesize that the positive relationship between employee stock ownership and return on assets (ROA) is stronger in those nations with lower uncertainty avoidance and higher social trust. Using a multisource, time‐lagged, large‐scale dataset of 1,741 firms from 21 countries in Europe, our multilevel, random coefficient modeling analysis found evidence for these hypotheses, suggesting that uncertainty avoidance and social trust serve as important contextual cues in predicting the linkage between employee stock ownership and financial performance. Our supplemental analysis with distinction between the managerial and nonmanagerial employee stock ownership further indicates managerial employee stock ownership has a direct positive effect on ROA. Although nonmanagerial employee stock ownership had a nonsignificant association with ROA, the relationship was positive and significant when uncertainty avoidance was low and social trust was high. This research contributes to the existing literature by illuminating some of the contextual influences altering the effectiveness of employee stock ownership. Our findings also offer practical suggestions for effectively using employee stock ownership.     

风险投资背景异质性与退出时机选择——基于信任视角的实证研究

退出是风险投资获得投资回报、实现投资目标的关键环节,以我国2009—2016年深圳中小板和创业板IPO公司为研究样本,分析风险投资背景异质性对其退出时机的影响,并进一步检验风险投资机构与创业企业之间的信任在其中的调节作用。研究发现：风险投资背景异质性对其退出存在显著影响,与独立风险投资相比,公司风险投资在创业企业IPO后退出企业时间更晚;无论是基于声誉的信任还是基于制度的信任,风险投资机构与创业企业之间双向的信任都会促使公司风险投资更晚退出创业企业;相对于独立风险投资,公司风险投资更晚退出企业是为了追求战略回报。研究表明创业企业可以通过提升风险投资对其信任度来维护其投资管理,而风险投资机构则可以通过提升创业企业对其信任度来加深互惠互信的合作关系。     

组织内部信任-理性控制最优模型的建立

信任一理性控制程度的变化在组织的不同群体中会引起收益、成本、风险及员工行为变化的差异，这种差异使得信任对于组织中不同群体的价值有所不同，从而也使不同群体的最优信任水平有所不同。群体的工作性质、拥有资源对组织的价值以及组织对其的依赖程度等，都会影响到组织应达到的最优信任一理性控制程度。影响信任产生的因素会使组织现实的信任水平与最优信任水平不一致，必须通过重构信任关系或重新寻找合作对象来解决这一问题。     

基于六类型信任模型的中国企业不信任问题应对策略研究

企业中不信任现象的存在导致企业运行成本和管理成本增加.美国著名企业信任研究专家R.M.Kramer博士的六类型信任模型所揭示的先天性信任、历史性信任、以第三方为中介而建立的信任、相同社会范畴信任、角色信任和社会规则信任在我国企业中同样存在.同时,中国文化中的"关系"也影响着中国企业中的信任水平,这使Kramer信任模型在中国信任研究与运用中存在一定的局限性.基于对企业不信任现象影响因素的深入剖析,笔者提出了应对策略,以期帮助我国管理者提高建立高信任度企业的理论水平与技能水平.     

高技术产业集群的信任与声誉机制研究

高技术产业集群的"竞合关系"表现出"合作关系占主导,竞争关系为辅助"的关系结构;高技术产业集群内部经济主体具有长期合作的主观倾向;高技术产业集群的网络治理机制可以分为正式机制与非正式机制.从关系结构与网络成员的机会主义行为分析入手,对高技术产业集群非正式网络治理机制--信任文化和声誉机制进行了研究;高技术产业集群的信任体系结构包含五个层次,信任是网络型组织的基本运行机制,建立高绩效网络的最重要的要求是信任或社会认同,信任机制可以降低组织之间的交易成本;高技术产业集群以企业为主体的网络具有开放性,声誉机制的扩散效应更为明显,高技术产业集群声誉机制的重要含义在于拓展了交易范围与交易空间,为技术创新提供了更多的资源选择,使潜在交易对象可以演变为现实的可利用资源.     

战略联盟中的非正式治理机制:信任和声誉

战略联盟在迅速发展的同时也面临着高失败率的挑战,因此构建能够有效地应对伙伴机会主义风险的联盟治理机制至关重要。法律契约条款、专用资产投资、联盟治理结构、声誉体系和信任都可以作为控制联盟伙伴的治理机制。除此之外,联盟治理也可以依赖基于社会关系规范的非正式治理机制,即信任和声誉,它们不仅可以作为有效的进化选择机制避免资产专用性中的机会主义行为,还可以降低层级化治理结构的官僚成本。     

Examining the influencing factors of intention to share accommodations in online hospitality exchange networks

ABSTRACT

CouchSurfing is a free social-network-based online hospitality exchange network, aptly representing a new sharing economy phenomenon. Based on social capital theory and previous literature, this study attempts to answer why hosts help strangers without any expected economic benefit within online hospitality exchange networks. An empirical study based on a Web survey conducted with CouchSurfing hosts reveals that the most identified antecedents (enjoy helping, shared narratives, desire to make friends, and reciprocity) are significantly related to hosts’ intention to share accommodations. Interestingly, the overshadowing effect of trust in CouchSurfing on the intention to share accommodations is also found.     

Assessment of the Partnership Quality between Travel Agencies and Health Care Organizations on the International Medical Tourism Market in Taiwan

The medical tourism literature lacks insight into related issues of these types of partnerships. Those that integrate multiple perspectives into one research framework are especially rare. This study evaluated and compared the influence of external environment uncertainty, trust, and resource dependence perspectives on the quality of interorganizational partnerships in the international medical tourism market and quantified these elements using external environment uncertainty assessment on the international medical tourism development. The research sample was based on a survey from 161 travel agency managers in Taiwan. This study found that external environment uncertainty has direct negative impact on trust and resource dependence has a positive influence on interorganizational partnership. Moreover, trust has a significant impact on partnership quality while resource dependence does not. Therefore, medical travel agents should extend their network of trustworthy health care organization partners in order to improve performance, decrease their self-risk, collect information, and avoid missed opportunities.