中国“卡奴”问题预警

本文分析了台湾等地区爆发的卡奴现象,并结合中国大陆目前信用卡市场的现实情况,建立卡奴形成机制的理论框架。本文指出,持卡人自身、发卡机构及管制机构三方的态度与行为都会影响卡奴的产生。通过对比台湾、韩国、美国与中国大陆地区信用卡行业的发展情况,指出卡奴现象在中国大陆也极可能很快就成为一个严重问题,并给出相关应对措施。     

服务补救悖论产生的条件:"应该期望"的作用

This paper proposes a theoretical framework which applies concepts of “will expectation” and “should expectation” to exploring the effects of service recovery on customers’ post-recovery satisfaction. The relationship among customers’ perceptions of service recovery and their different expectations for service recovery will determine the probability of customers’ post-recovery satisfaction exceeding their pre-failure satisfaction (service recovery paradox, SRP). Only when perceptions are higher than both will and should expectations, SRP is much likely to occur. In other cases, it will be difficult to have SRP. We extend this theory to dynamic process. The proposed theory could explain the conflicting findings of previous studies about SRP. Results of exploratory studies provide empirical support for our theory in the static case. Managerial implications and further research direction are also discussed.