我国证券纠纷调解机制的完善和金融申诉专员制度合理要素的借鉴

我国新修订的《证券法》于2020年3月1日正式施行。作为资本市场根本法规,《证券法》新增第六章"投资者保护"可谓亮点之一,其中第94条规定"强制调解制度"在诉讼和仲裁之外为投资者提供了新的维权路径,加强对投资者的事后保护。但目前我国证券纠纷调解机制仍有诸多问题,例如法律条文碎片化、调解协议刚性不足、调解衔接机制不完善、调解机构体系混乱、监督机制不力等,这些弊病从根本上严重影响证券纠纷调解机制的制度设计和程序运行。本文拟通过分析英国金融申诉专员制度的成熟经验,为我国证券纠纷调解机制的完善和发展提出优化路径。     

Trying to complain: the impact of self‐referencing on complaining intentions

This paper introduces the Theory of Trying to complaining behaviour, and argues that complaining intentions can be explained by the model. Moreover, we model propensity to self‐reference (SR) as a moderating variable, and suggest that the effects of the causes to complaining intentions depend on the SR‐level held by consumers. A sample of undergraduate business students participated in the study, where the goal was to get a better understanding of complaining intentions. Our study provides new and additional insights in the drivers of complaining by also taking dispositional personality differences into consideration. The results demonstrate that boundary conditions for main‐effect models like the theory of trying can be fruitfully addressed through the notion of individual differences. The research documented that customers' propensity to complain systematically differed as a function of their level of self‐referencing. This is both good and bad news to managers. The good news is that a proportion of the customers rely less on their previous experiences in the complaining domain when they form intentions to complain. The bad news is that some others do. The obstacle is that managers cannot tell by the look if they are talking to an individual with high or low propensity to self‐reference. As the customer base contains both types case could be taken in designing marketing communication campaigns that target the groups differently.     

企业应建立顾客抱怨管理体系

顾客抱怨反映了顾客对企业产品和服务的不满,揭示了企业经营管理的缺陷。为提高顾客满意度,企业应建立顾客抱怨管理体系,以正确处理顾客抱怨和利用顾客抱怨信息,推动企业持续改进。     

美国消费者满意指数:原理、方法与启示

本文介绍了美国消费者满意指数的编制背景、依据的模型和具体的编制方法,重点分析了消费者满意指数在经济与经营绩效衡量方面的运用。文章认为,消费者满意指数可以从企业、行业和国家三个层次反映经济活动的绩效,不仅是传统的绩效衡量指标的有益补充,而且直接与企业未来盈利性相联系,具有传统指标不具有的独特价值;消费者满意指数有两个显著特点,一是测量消费者对某种产品的整体满意感,二是承认消费者满意水平不能直接衡量,应通过建立模型进行估计。文章还指出了消费者满意指数的局限性如抽象掉了不同行业和产品的差异性,也没有建立产品和服务的性能与消费者满意之间的联系等。     

Making sense of tourists' complaints

The problem of dealing with tourists' complaints is not fully covered in the tourism literature. This article discusses the quality of the data available on tourists' complaints and it is proposed that two concepts from social psychological research can be used to interpret and understand them; first, the notion of ‘fit’ between tourists and the environments they visit; second, the concept of attribution theory is shown to be useful for understanding the process by which tourists allocate blame and responsibility.     

职场抱怨源对知识型员工创新绩效的影响机制研究

知识型员工的创新绩效是移动互联时代企业获取竞争优势的关键要素。本研究探讨了组织环境中的职场抱怨源对知识型员工创新绩效的影响效应和作用机制。研究发现：职场抱怨源的“与同事关系”、“管理规范化因素”和“物理环境”维度通过负向影响员工建言,而抑制创新绩效;另外,“工作负荷”维度正向影响创新绩效。研究还揭示,相比自我隐藏倾向低的员工,与同事关系不和谐对高自我隐藏倾向知识型员工的建言和创新绩效有更显著的负向影响。最后讨论了研究的理论价值和实践启示。     

The relationship of customer complaints,satisfaction and loyalty： Evidence from China＇s mobile phone industry

Customer satisfaction and loyalty is subject to the influence of different types of customer complaints and will be with different results. In this paper, according to the hypotheses about the relationship of complaint, satisfaction and loyalty, a Structural Equation Model based on PLS （Partial Least 2 Squares） is built. By using the PLS Graph, these hypotheses are empirically tested by the data from China＇s mobile phone consumers. The study suggests that direct complaint should have a positive effect on satisfaction. However the degree of effect depends on the result of dealing with complaints. So the number of direct complaints should be controlled within the enterprise＇s ability of dealing with complaints. Meanwhile, comparing with directly complaining customers, indirectly complaining customers are more likely to repeat the purchasing and become loyal customers.     

基于回应性的我国乡镇政府信访问题分析

以乡镇政府的群众信访为着眼点,在分析乡镇群众信访困境和忽视群众信访危害的基础上,提出在目前信访制度改革没有重大突破的情况下,应重点提高乡镇政府部门对群众信访的回应能力,以积极的姿态对待群众上访,在解决问题有限的信访制度下,尽最大的努力获取信访人的宽容和理解,才能化解矛盾。     

Perceiving Airbnb as sharing economy: the issue of trust in using Airbnb

Airbnb is a growing business and has received much research attention. However, no research has specifically examined complaints against Airbnb. Understanding complaints serves not as a way to help improve services but provides an insight into guests’ perception of the Airbnb. I examined 664 reviews on sitejabber.com to study the common complaints and whether they are related to the perception that Airbnb is sharing economy. Using a grounded theory approach, I performed a content analysis of complaints. Besides customer service and technology challenges, one major complaint against Airbnb is their faded trust through their experiences.     

Pursuit of loyalty in service recovery: The roles of brand equity and cognitive reappraisal as moderators

This research investigates the roles of brand equity and cognitive reappraisal in the association between the perception of justice and loyalty via customer affection in a service failure and recovery context. Survey data were subjected to the conditional process analysis using the regression-based method. Results reveal that customer affection plays a mediating role in the link between the perception of justice and loyalty. In addition, brand equity and cognitive reappraisal contribute as moderators in influencing the behavioral outcomes. Implications for researchers and managers are also provided.