The influence of self-construal and co-consumption others on consumer complaining behavior

Consumers show great individual variability in complaining behavior even after experiencing similar service failures. The present study examined the effect of self-construal and co-consumption others on consumer complaining behavior following a service failure. Based on an experimental study with a sample of 202 in a restaurant context, MANCOVA results revealed significant effects of self-construal on voice response and switching behavior. The results also showed a significant interaction effect of self-construal and the presence of co-consumption others on switching behavior. The findings shed light into the intrapersonal and interpersonal dynamics at work when consumers react to service failures. Theoretical and managerial implications of the findings are also discussed.     

企业为何要即兴运作:对中国企业战略决策风格的一个检验

文章以中国企业为研究对象,全面探究了其战略决策中的即兴运作行为,认为即兴运作作为一种可供选择的战略行动模式而值得关注.文章的研究结论表明:即兴运作在中国企业是一个较为普遍的现象.企业对战略行动的选择是由多种因素综合驱动的,当企业的组织记忆水平越高、企业家导向越明显以及所面对的竞争环境不确定性程度越高时,企业就越可能采取即兴运作的战略行动方式;即兴运作虽然会对战略行动绩效产生负面影响,但组织柔性会显著降低其负面作用.     

钢铁厂行车上电子秤传感器安装的改进及其设计与计算

文章针对钢铁厂和铸造厂吊运钢（铁）水的起重机（行车）上的电子秤存在容易失灵的问题进行了实地观察分析,并提出了切实有效的改进措施。     

浅析扣件式钢管脚手架模板支撑失效

通过对典型扣件式钢管脚手架模板支撑失效案例剖析,从材质、施工措施、现场管理多个方面进行脚手架模板支撑失效原因分析,避免类似安全事故发生。     

电机常见故障分析与修理

电机因为长期连续不断的运转工作,再加上使用者操作不当就会经常发生故障,电机维修与保养是保障电机运行良好的必要手段。维修电机可以节约成本提高电机利用率,本文就某电机转子断条故障进行详细分析并论述具体解决方法。     

Entrepreneurship in the public sector: a framework of analysis in European local governments

In this paper we explore the potential role of entrepreneurship in public sector organizations. At first, we present a review of the entrepreneurship theme in the political science and public management research streams, comparing these ideas with the mainstream business literature on entrepreneurship. Thereafter, we illustrate empirically how Stevenson's classical framework of entrepreneurship can be applied in a European local government context to explain the recent initiatives to compete for and utilize European Union structural funds. The empirical basis of the study is comprised of ten in-depth case studies of local government organizations, five in the UK and five in Italy. Finally, we propose five distinct types of entrepreneurial agents in the public sector: professional politician; spin-off creator; business entrepreneur in politics; career-driven public officer; and politically ambitious public officer.     

供应链鲁棒性影响因素及度量研究

鉴于当今世界上的可以影响供应链功能的条件的剧烈变化,提高供应链的鲁棒性迫在眉睫。本文致力于给出供应链鲁棒性的具体定义和影响因素,将供应链鲁棒性具体化,以概率形式进行表达,给出在发生点失和链断条件下供应链鲁棒性的变化,并且对供应链的鲁棒性进行度量。     

基于反馈信号检测的汽车疑难故障诊断

通过对现代汽车反馈传感器信号检测的结果分析，总结目前机动车疑难故障诊断的新的方法和思路，对汽车维修中常见的无明显故障码的现象产生原因进行研究，提出了相应的解决办法和应对措施．对汽车反馈传感器波形检测的实车应用进行了有意义的探讨和论证．     

柳工856装载机电气故障模拟试验台开发

由于装载机结构庞大,电器元件隐蔽分散,不适合实物教学。我院研制开发的柳工856装载机电气故障模拟试验台结构紧凑、尺寸小,可在实验室内直接进行实验。教学效果较好,而且经济效益明显,占用实验室空间小。对国内高职院校工程机械电气课程教学有一定的示范和借鉴作用。     

Service Recovery Efforts in Fast Food Restaurants to Enhance Repeat Patronage

Abstract

The purpose of this study is to: (a) identify service failure incidents; (b) identify service recovery efforts; and (c) determine the effects of resolution levels repeat patronage. Employee service behavior and monetary rewards were found to have a significant effect on resolution levels. The manager should provide guiding principles to improve service quality. Furthermore, mentoring and empowerment may improve employee service performance. Complete resolution leads to repeat patronage. The study found significant relationships between demographic characteristics with service failures and service recovery efforts. Lastly, there were significant relationships between the critical service failures and service recovery efforts and types of fast food restaurants.