Service with improper requests: How fellow customers interpret Employee's judgment call

In this paper, we examined the impact of different judgment calls by service personnel on service satisfaction, in response to inappropriate requests from customers. Based on the stereotype content model, we propose that employees servicing with these requests are often evaluated on two fundamental dimensions, warmth and competence, and the accessibility of one dimension over the other determines overall service satisfaction of fellow customers. Through three experiments, the current research shows that fellow customers perceive service employees who consent to an improper request as higher in warmth but lower in competence than those who reject the request. However, when the compliance has serious consequences for a fellow customer, this negatively affects the competence evaluation but not the warmth evaluation, which in turn reduce customer satisfaction. When the focal customer suffers from the serious consequences, this positively affect both competence and warmth perception, which in turn enhance fellow customer satisfaction. This research could be used to identify ways to handle improper requests made by customers.     

董事责任制度重构： 精准问责、合理容错、宽容失败——以弘扬企业家精神为视角

基于权力（利）、义务、利益、责任与风险相匹配的基本逻辑,新《公司法》既要健全董监高的差异化公平问责规范体系,也要建立人性化合理减免责任制度。董监高问责能力取决于其职位的含权量、含金量、实际控制力与影响力,也取决于所在公司治理实况。要重点锁定并严惩关键少数者,严格区别独董与内部执行董事的法律角色。董监高责任应以过错责任为主、严格责任为例外。为精准识别董监高过错,建议采取法商、德商、智商、情商合一的理性人标准。要坚持责任自负为主、连带责任为辅。连带责任规范要保持统一化与谦抑化,赋予董监高在承担连带责任后的法定追偿权。要坚持有限责任为主、无限责任为辅。董监高对第三人不负责任为原则,负责为例外。建议精准甄别董监高个人责任与公司法人责任。章程或公司决议对法定代表人代表权的限制只要登记、备案或公示,即可对抗相对人。建议导入商事判断规则,允许公司自主豁免或减轻董监高责任,要求董监高自担最低责任限额,导入董监高责任保险制度。董监高问责机制要与股权激励相匹配。     

Judgment aggregation in search for the truth

We analyze the problem of aggregating judgments over multiple issues from the perspective of whether aggregate judgments manage to efficiently use all voters' private information. While new in judgment aggregation theory, this perspective is familiar in a different body of literature about voting between two alternatives where voters' disagreements stem from conflicts of information rather than of interest. Combining the two bodies of literature, we consider a simple judgment aggregation problem and model the private information underlying voters' judgments. Assuming that voters share a preference for true collective judgments, we analyze the resulting strategic incentives and determine which voting rules efficiently use all private information. We find that in certain, but not all cases a quota rule should be used, which decides on each issue according to whether the proportion of ‘yes’ votes exceeds a particular quota.     

EXPLORING THE POTENTIAL EFFECTS OF FORECASTER MOTIVATIONAL ORIENTATION AND GENDER ON JUDGMENTAL ADJUSTMENTS OF STATISTICAL FORECASTS

The growing adoption of demand collaboration initiatives such as Collaborative Planning, Forecasting, and Replenishment (CPFR) has made judgmental adjustments of forecasts, an already widespread forecasting practice, an increasingly routine part of many logistics managers' responsibilities. This article investigates how logistics managers might improve forecast accuracy by judgmentally adjusting statistical forecasts and potential factors that may influence the effectiveness of such adjustments. In particular, our goal is to expand current knowledge in this area by focusing on individual differences, specifically motivation and gender, which have been thus far neglected in the extant literature. Our findings indicate that motivation has a significant effect on accuracy improvement and this relationship is moderated by gender. Managerial implications of these findings and future research opportunities are also presented.     

Auditor Expertise and the Estimation of Dollar Error in Accounts

A major task that auditors undertake in formulating their audit opinion is to estimate the dollar error that might exist in accounts in light of their evaluation of internal control strengths and weaknesses. The research that has been undertaken to evaluate the quality of auditor performance on this task, however, has produced mixed results. The current study tries to overcome some theoretical limitations and measurement limitations that have undermined prior studies. Forty practising auditors rated their abilities on fourteen characteristics derived from a model of expertise. They then undertook an experiment where they judged the extent of dollar error that might exist in the inventories of a manufacturing company. They based their judgments on working papers provided to them that contained, among other information, an evaluation of the company's internal control system. An estimate of the 'true' dollar error in the inventories was calculated using a program that simulated the company's internal control and accounting system. This estimate was then used to calculate the accuracy of the auditors' judgments. Their ratings on the expertise characteristics were not related to their judgment accuracy. Their ratings were related, however, to their confidence in their judgment accuracy. Auditors who considered themselves more expert at the task were more confident in their judgment accuracy but they were, in fact, no more accurate than auditors who considered themselves to be less expert at the task.     

Effects of Feedback and Task Predictability onTask Learning and Judgment Accuracy

This study examines the effect of different types of feedback on task learning and judgment accuracy across different levels of task predictability. The results of a laboratory study show that outcome feedback, alone, and in combination with task properties feedback, promotes judgment accuracy for both high and medium levels of task predictability. The beneficial impact of outcome feedback resulted from learning effects. Specifically , the outcome feedback improved judgment accuracy because of improved task knowledge and, in contrast to previous psychology research, it did not cause a deterioration in judgment consistency where task predictability was less than perfect. The results suggest that the negative effects of outcome feedback on judgment accuracy found in the psychology literature, where task predictability is less than perfect, may be limited in accounting settings where judges have experience with the task.     

Effects of Advice on Effectiveness and Efficiency of Tax Planning Tasks

Supervisory advice is generally given to tax professionals in public accounting firms before they commence tax planning tasks. The objectives of giving advice are to achieve effectiveness and efficiency in tax planning, as well as for training tax professionals. An experiment with 54 tax professionals, from accounting firms across Canada, was conducted to determine the effects of supervisory advice on effectiveness and efficiency in performing tax planning tasks of different complexity. Advice results in lower effectiveness in lower‐complexity tasks, as evidenced by more technically inadequate tax plans, signs of confusion and overdetermined solutions (i.e., unnecessary information in the tax plans). In higher‐complexity cases, the results suggest a limited improvement in effectiveness, as evidenced by more technically adequate plans, but at a cost of limiting insightful judgment. On the other hand, advice results in limited gains in efficiency for both the lower and higher‐complexity tasks. This study extends the advice and tax literatures by investigating the role of advice in the performance of tax planning tasks of different complexity, which has not been examined in other research. This study also contributes to tax practice, as public accounting firms should consider the limited gains in efficiency with the decrease in effectiveness for lower‐complexity tasks and the potential to limit insightful judgment for higher complexity tasks. The results of this study suggest that firms face trade‐offs in achieving efficiency, effectiveness and the training objective.     

How do Scores of DIT and MJT Differ? A Critical Assessment of the Use of Alternative Moral Development Scales in Studies of Business Ethics

The construct of Cognitive Moral Development (CMD) has drawn much attention in the study of business ethics for over two decades. The Defining Issues Test (DIT) has made a significant contribution to the literature as an easy-to-administer CMD instrument, and the Moral Judgment Test (MJT), an alternative scale, has also been used widely especially in Europe. The two scales differ in their approaches to measuring CMD, focusing on stage preference (DIT) and stage consistency (MJT), yet empirical comparisons have been scarce. The present research empirically compares the two scales in terms of their correspondence with ethical ideology as a reference scale, and it demonstrates a clear distinction between the DIT and the MJT. Although they both aim to measure CMD, their dissimilar approaches lead to distinctly different implications.     

多重目标决策在企业管理中的应用

本文通过对多重目标综合决策的方法改进,对几家企业的经营管理进行评估.结果表明,这种方法能使评判结果更客观地、合理地、正确地反映事实的本来面目.     

How (Over) Confident Are Financial Analysts?

Extensive research has been devoted to the quality of analysts' earnings forecasts. The common finding is that analysts' forecasts are not very accurate. Prior studies have tended to focus on the mean of forecasts and measure accuracy using various summaries of forecast errors. The present study sheds new light on the accuracy of analysts' forecasts, by measuring how well calibrated these forecasts are. The authors follow the tradition of calibration studies in psychological literature and measure the degree of calibration by the hit rate. They analyze a year's worth of data from the Institutional Brokers Estimate System database, which includes over 200,000 annual earnings forecasts made by over 6,000 analysts for over 5,000 companies. By using different ways to convert analysts' point estimates of earnings into a range of values, the authors establish the bounds that are necessary to determine the hit rates, and examine to what extent the actual earnings announced by the companies are bracketed by these intervals. These hit rates provide a more complete picture of the accuracy of the forecasts.