Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale

The role of emotions is increasingly gaining attention as a central element in understanding customer evaluations of service failure and recovery experiences. Despite the importance of emotions for service organizations, however, empirical investigations of customers’ emotional response to service recovery encounters remain scarce. A reason for this has been the absence of a valid and reliable measurement instrument for analyzing and comparing the emotions associated with different recovery experiences. Addressing this issue, the current paper presents the development and validation of a new scale specifically designed to measure experienced emotions during service recovery encounters (ESRE). The results show that the ESRE scale is a valid and reliable instrument, which should be helpful for empirically studying the role of emotional responses to service failure and recovery encounters.

公共危机中的政府协作治理能力——中国省级新冠肺炎疫情防控的文本分析

协作治理,是应对公共危机形成的一种新的治理形式。本文使用文本分析法考察了2020年2月末各省区市政府在本次疫情应对政策中协作治理能力的四种关键机制：促进式顶层领导、开放式参与路径、明确的协作职责、透明信息披露的运用情形及运用效果。研究结果显示,30个省区市都在运用协作治理机制抗击疫情、恢复经济。四种机制的运用存在差异,整体上沿海地区运用协作治理机制更充分。进一步的分析显示政府协作治理机制的运用显著促进了各省份疫情中第三产业的经济恢复水平,原因在于其改善了省级层面经济恢复的市场环境。本文的研究结论表明,强大的政府协作治理机制有助于社会快速有效应对公共危机,也是优化市场环境的政府治理新途径。本文为政府协作治理的机制构成与实际效果提供了重要补充,在公共危机应对的背景下发展了政府治理的理论内容,为公共危机情境下政府职能转变思路提供了参考。     

昆明市生活垃圾处理与利用情况调查和评价

昆明市采用原生垃圾卫生填埋的单一方式处理垃圾,资源化程度低,同时对环境造成了严重的二次污染.昆明市生活垃圾处理应该采用基于垃圾分类(分选)的综合处理技术,即对于易降解的有机生活垃圾采用厌氧消化的处理方式,可以得到绿色能源和肥料;不易降解的部分进行回收或生产废弃物复合材料.卫生填埋只能作为垃圾产业化处理的最终处置方式.     

建筑垃圾的危害及资源化

介绍了建筑垃圾的组成及特点，阐述了建筑垃圾对周围环境和人体的危害，分析了我国建筑垃圾的现状及其潜在资源，针对问题提出建筑垃圾资源化的一些建议。     

成功服务补救的“五步骤”模型

成功的服务补救,可将愤怒、失望的顾客转化为忠诚顾客,甚至比从未发生过服务失败更对企业有好感。然而,取得服务补救的成功,并非易事,且一次失败的服务补救对顾客的伤害愈深。本文提出一成功服务补救的"五步骤"模型,希冀对服务企业有所启发。     

The roles of stakeholder support and procedure-oriented management on asset recovery

As the management of returned products is fast becoming a business trend caused by pressure for compliance, asset recovery is increasingly viewed as a fertile area for firms to reduce cost and improve quality. Environmental management is a viable approach for Chinese manufacturers to respond to the escalating international quest for conserving the environment, to tackle the problem of rising raw material costs, and to improve product quality by analyzing returned products. To reach the goals of cost reduction and product quality improvement, manufacturers need to understand how asset recovery can be leveraged through procedure-based practices and stakeholder support to enhance performance. Product type, characterized by different levels of demand uncertainty and time-to-market, may affect the outcomes of asset recovery adoption and should also be taken into account. Drawing on the environmental management and business logistics literature, we provide empirical insights on asset recovery adoption using survey data collected from export-oriented Chinese manufacturers. We find that asset recovery and stakeholder support are complementary in strengthening manufacturers' financial performance regardless of product type. In addition, the performance impact of asset recovery can be substantial when manufacturers' environmental management practices are less procedural, allowing flexibility in the logistics management of product flows.     

水生生物自然保护区建设管理亟待加强——水生生物自然保护区专题调研报告

经过十余年的努力,云南、四川在水生生物自然保护区建设工作方面做了大量卓有成效的工作,建立了相关管理制度,对恢复水生野生动物种群起到了积极作用。但也面临经济发展与生态保护,履行职责与手段薄弱的"两大矛盾";保护区数量偏少、物种得不到有效保护,和保护管理水平亟待提高的"两大问题"。今后应加大对水生生物自然保护区的财政投入,提高自然保护区管理能力和水平,建立健全水生野生动物保护体系,抓紧修订水生野生动物保护和自然保护区的规章制度,积极争取各部门和全社会支持,加快水生生物自然保护区建设工作,在国家生态文明建设和渔业可持续发展中发挥更重要的作用。     

衰退企业业绩反转理论模型：演化过程及一个扩展

自上世纪七十年代以来,学界对企业业绩衰退后的反转提出了若干理论模型,通过对这些反转理论模型进行梳理,明确几个主要模型如Robbins和Pearce的模型、Arogyaswamy等的模型、Lohrke等的模型、Trahms等模型之间的联系和区别,揭示它们的演化过程,从而提出一个再扩展的模型,以期为企业反转工作提供一个基本的思考逻辑和行动的方向性指导.     

基于区块链的闭环供应链定价及回收策略

考虑区块链技术下新能源汽车闭环供应链定价及回收决策问题,构建制造商和零售商回收模式下链上成员Stackelberg博弈模型。结果表明,随着消费者对绿色产品偏好提升,碳减排努力、链上成员利润及社会福利等均增长;提高梯次利用比例将增加零售商回收模式下零售商利润、两种回收模式下制造商利润及社会福利,尤其引入区块链及制造商回收对社会福利影响显著;采用区块链单位成本满足一定阈值时,采用区块链有利于提升需求量和碳减排努力。     

江苏省废弃食用油回收模式现状分析

文章总结了我国现有废弃食用油的主要回收模式,并从企业风险、油脂回收率、工作效率、保密性和回收成本方面进行对比。基于此,对江苏省废弃食用油回收工作进行现状分析,并从宣传力度、基础设施建设、渠道建设、溯源信息系统建设和法律法规等方面提出了相应建议。最后以苏州市为例,就所提建议的实施效果进行预测并做对比分析。