渠道成员退出和呼吁：感知公平与长期导向的作用

在关系营销范式下,营销渠道关系研究较少关注关系的结束。将渠道公平和长期导向纳入对渠道关系问题反应行为的研究框架中,考察感知公平(分配公平和程序公平)对渠道成员关系退出和呼吁行为的影响以及长期导向在这一影响过程中的中介作用。以供应商及其与经销商的关系为研究对象,获得144个经销商样本的调查数据,应用SPSS 17软件和多元层次回归方法对研究假设进行检验。研究结果表明,长期导向在感知分配公平与退出之间起部分中介作用,在感知分配公平和程序公平对呼吁的影响中起完全中介作用。渠道成员感知的分配公平对其退出倾向有显著的负向影响,但感知程序公平对退出则没有显著的影响;分配公平和程序公平对呼吁都有显著的正向影响。最后给出相应的管理建议。     

公民公平观及其对社会公平评价和生活满意度影响分析

在我国经济社会体制转轨过程中,社会发展的不公平问题出现,包括地域发展、经济分配、机会获取等方面的不公平问题。这种不公平影响到了公民对于社会公平的评价以及自身生活满意度的感知,进而影响到了公民的社会心理,公民心理失衡与否是社会稳定与否的来源。本文从公平观角度进行了公民对社会公平程度评价和公民生活满意度感知的实证研究,分析了经济分配公平、程序公平、社会比较、自身感受几个方面及其与公民的社会公平程度感知及自我生活满意度评价之间的关系,同时得出不同地区之间公民评价与感知的差异。     

顾客不公平交往行为对员工工作绩效的多层次影响

本文应用情感事件理论和道义性公平理论,同时在个人层次和团队层次上探讨顾客不公平行为,以及员工对顾客不公平行为的集体感知——团队不公平氛围的水平与强度,对员工工作情绪、工作绩效及团队绩效的影响。作者运用结构方程模型和多层线性模型技术,对广东某电话服务中心44个团队568名话务员及主管的调研数据进行分析,结果表明,在个人层次上,顾客不公平行为会触发员工的负面情绪,抵消员工的正面情绪;员工的正面情绪对其工作绩效有显著的正向影响。在团队层次上,团队不公平氛围水平对员工正面情绪与工作绩效的关系有负向调节作用;氛围强度(同一团队的员工对顾客不公平感知的一致性程度)对团队工作绩效有正向影响。     

营销渠道中的合同治理、公平与角色外利他行为

本文以交易成本理论等为理论基础，应用AMOS 24.0软件对660份问卷数据进行结构方程建模分析，探讨了营销渠道中的合同治理（合同详尽性、合同监督）、渠道公平（分配公平、程序公平）与依赖对经销商角色外利他行为的影响。研究表明：第一，合同的详尽性、经销商的合同监督对其感知的分配公平、程序公平均有显著的正向影响；第二，经销商感知的分配公平、程序公平对其角色外利他行为均有显著的正向影响；第三，经销商依赖会增强分配公平对角色外利他行为的正向影响，减弱程序公平对角色外利他行为的正向影响。第四，合同详尽性和合同监督通过分配公平、程序公平促进经销商的角色外利他行为。     

不公平厌恶下VMI供应链的批发价格契约与协调

供应链契约是影响VMI供应链整体绩效的重要因素,这是近年来关注的重要研究课题。本文着重研究了由供应商与零售商组成的二级VMI供应链协调问题,在供应商存在不公平厌恶的假设下,依据Cui等提出的不公平厌恶模型刻画了供应商的不利与有利不公平厌恶,通过分析得到了分散VMI供应链情形下供应商的最优策略,同时分析了二级VMI供应链在批发价格契约下的协调情况。通过分析得到的主要结论是:在供应商存在不利不公平厌恶的情形下,供应商存在唯一的最优产品生产量,其不高于传统供应商的最优产品生产量且为不利不公平厌恶系数或零售商势力外生参数的严格减函数或减函数,批发价格契约无法使二级VMI供应链达到协调;在供应商存在有利不公平厌恶的情形下,供应商存在唯一的最优产品生产量,其不低于传统供应商的最优产品生产量且为有利不公平厌恶系数或零售商势力外生参数的严格增函数或增函数,批发价格契约在一定条件下可使二级VMI供应链达到协调。最后,通过数值实验分析验证了本文得出的结论。     

电信服务与手机捆绑销售模式下考虑公平的均衡策略

本文以电信服务与手机捆绑销售模式为背景，研究了手机制造商主导下公平关切对手机制造商和服务运营商进行捆绑分销合作时的价格和补贴决策、利润分配以及补贴契约协调的影响。首先，分别给出了集中决策和补贴契约下捆绑销售渠道的最优均衡结果；然后，分析了补贴契约下手机制造商的公平关切对手机制造商和服务运营商的均衡策略、渠道各方利润以及整体利润的影响；进一步地，对捆绑销售模式下的补贴契约进行了协调性分析。研究结果表明：不利不公平厌恶将促使手机制造商制定一个较高的零售价格，从而恶化捆绑销售渠道的整体效益；有利不公平厌恶将促使手机制造商制定一个较低的零售价格，从而改善捆绑销售渠道的整体效益；然而，无论是否考虑手机制造商公平关切心理行为，补贴契约始终不能促使捆绑销售渠道实现协调；此外，手机制造商一味追求较高的利润分配比，并不一定能给自身带来更多利润，反而会降低整体利润。     

关系投入、治理机制、公平与知识转移：依赖的调节效应

公平是社会和经济交换关系维系的基础之一,已有研究大多探讨公平在改善组织间合作及关系绩效中发挥的作用。但是,对于如何提升渠道关系中成员感知的公平尚缺乏深入探讨,并且不同维度的公平作用效果也有待进一步研究。基于公平理论、交易成本理论和社会交换理论,提出关于关系投入、治理机制、公平与知识转移之间关系的概念模型。从制造商关系投入(交易专项投资)和关系治理机制(契约控制和信任)两个角度探讨分销商感知的分配公平和程序公平的影响因素,并检验两类公平对分销商知识转移的影响以及分销商依赖在其中的调节效应。选取中国家电、电脑、手机等行业,对制造企业和分销商同时发放问卷,最终获得213组制造商-分销商配对样本数据,采用结构方程模型对10个假设进行实证检验。研究结果表明,制造商交易专项投资能提升分销商感知的分配公平,但对程序公平无显著影响;使用契约控制能提升分销商感知的分配公平,对程序公平的作用则呈倒U形关系;信任机制的使用对两类公平都有积极作用;分销商感知的公平对其知识转移有促进作用,但随着分销商对制造商的依赖增强,分配公平的作用被削弱,而程序公平的作用则更加显著。检验公平的影响因素,揭示分配公平和程序公平的提升机制,从知识转移这一视角为公平在合作中的重要性提供新的实证支持,通过引入分销商依赖揭示两类公平的不同作用效果,为制造企业的管理者在渠道合作中有效地进行关系投入、选择合适的治理机制提升分销商感知的公平,进而促进分销商的知识转移提供理论依据。     

基于公平心理的报酬契约设计及代理成本分析

针对标准契约理论在设计报酬契约时忽略了公平心理因素这一问题,本研究以行为契约理论为工具.设计了引入公平心理之后的最优报酬契约,并进一步分析了公平心理对激励效率的影响.理论分析表明:公平心理较弱时,最优报酬契约是团队相对主义契约,其中公平心理会导致公平租金和公平风险补偿两种激励效率损失;公平心理较弱时,最优报酬契约是团队平均主义契约,其中公平心理只会导致公平风险补偿一种激励效率损失.这些研究结论对企业设计报酬契约具有重要参考意义,比如企业应该对公平心理强弱不同的员工设计和提供不同结构形式的报酬契约.     

顾客不公平与员工情感性劳动关系研究——换位思考能力和负面情感的作用

对2家高星级酒店的一线服务人员进行了调研,探讨员工感知的顾客不公平对其情感性劳动行为的影响。数据分析结果表明,员工感知的顾客不公平对其表面表演行为有显著的正向影响,而对深层表演行为有显著的负向影响;负面情感会对顾客不公平与员工深层表演行为的关系有部分中介作用,而员工的换位思考能力则会调节员工感知的顾客不公平对负面情感的影响强度;员工的换位思考能力越强,顾客不公平行为对员工负面情感的影响力度越小。     

员工感知的顾客不公平——基于关键事件法的探索性研究

本文采用关键事件法,搜集酒店员工感知的顾客不公平行为关键事件,对员工感知的顾客不公平的概念和属性进行探索性研究,对员工面对顾客的不公平行为的情感体验和行为反应进行了分类,并对分类的结果进行了讨论,指出研究的理论贡献、局限性以及今后的研究方向。     

When I'm 64: Psychological contract breach,work motivation and the moderating roles of future time perspective and regulatory focus

Abstract

There is an increasing need for managers to understand what motivates younger versus older workers to continue work within their company. We believe that this two-wave study among 90 Dutch employees is the first to examine: (1) the cross-lagged relationships between breach of psychological contract (which includes transactional and relational obligations) and intrinsic work motivation, and (2) the moderating role of the age-related variables future time perspective and regulatory focus. Regulatory focus concerns the orientation (either promotion-focused or prevention-focused) by which an individual pursues their goals. Based on psychological contract theory, we expected and found that relational contract breach predicts lower work motivation. Furthermore, based on lifespan developmental and regulatory focus theory, we assumed that this relationship would be stronger when workers experienced an open future time perspective and a promotion focus rather than a prevention focus. The results showed that future time perspective indeed had a strengthening, and prevention focus a reducing moderating effect in the relationship between psychological contract breach and work motivation. However, no significant effects for promotion focus were found. These findings indicate that age-related processes such as future time perspective and regulatory focus are important variables to include in future psychological contract research.     

基于心理契约的关系营销机制:服务业实证研究

借鉴组织行为学研究成果,本文对心理契约概念进行了界定。在关系营销研究框架基础上,加入心理契约这一变量,就心理契约与顾客信任、顾客承诺、顾客忠诚之间的关系建立了结构方程模型。通过两个服务行业的实证数据分析,基于心理契约的关系营销机制得到了验证。研究结果为营销研究和实践提供了理论指导和实证依据。     

人际沟通与企业间关系:心理契约的中介作用

如何分析并揭示企业间关系质量的影响机制是管理学关心焦点。本文通过引入传统文献所忽视变量,形成以人际技能、心理契约和关系质量为核心的新企业间关系分析框架,并通过199个中国企业间采购关系数据进行了验证。结果表明:人际技能对心理契约的交易建构和关系建构具有显著正向影响,特别是移情和反馈;心理契约交易建构和关系建构对持续采购和采购比例具有显著正影响;心理契约对人际技能和关系质量具有一定的中介作用。研究结果对于相关的理论发展和管理实践具有一定的启示作用。     

组织公正和心理契约违背对管理者行为的影响

整合了心理契约和组织公正领域的多元变量,对512位组织管理者进行问卷调查,检验了管理者对组织公正性的不同感受对组织心理契约违背与管理者EVNL行为关系的影响.发现,组织心理契约违背与组织程序公正、人际公正对管理者呼吁行为存在交互作用,组织心理契约违背与组织人际公正对管理者组织忠诚存在交互作用,而组织公正对组织心理契约违背与管理者消极行为(退出行为和忽略行为)没有关系.     

The Service Brand as Relationships Builder

This article examines the appropriateness of the notion and application of relationship marketing in various contexts. Theoretical and conceptual similarities between the broad notions of ‘the brand’ and of relationship marketing as risk reducers, simplifiers of choice and guarantee of quality are uncovered. We put forward a notion of relationship marketing as a further step in the branding process, whereby whenever perceived risk and consumer involvement are high, relationship marketing acts as a supplementary tool enabling consumers to maintain cognitive consistency and psychological comfort. Experts' opinions regarding branding in a service context expanded on these concepts. Especially for more intangible offerings, such as financial services, the experts stressed the use of corporate brand identity as the basis of relationship building both inside and outside the organization and as a means to achieve differentiation and provide the focus for homogeneous and consistent service delivery. Finally, we suggest the concept of the service brand as a holistic process beginning with the relationship between the firm and its staff and coming alive during the interactions between staff and customers.     

The effect of exposure to bullying on turnover intentions: the role of perceived psychological contract violation and benevolent behaviour

This study analyses the relationship between exposure to workplace bullying and turnover intentions. We hypothesised that this relationship is mediated by perceptions of psychological contract violation, and that employee benevolence acts as a moderator. A survey design was employed and data were collected among business professionals (n?=?1148). The analyses confirmed that perceived psychological contract violation partially explains the relationship between exposure to bullying and turnover intentions. The mediation process was stronger for those reporting more benevolent behaviour, suggesting that the importance of perceived psychological contract violation is greater among those scoring high on benevolent behaviour. The results also show that highly benevolent employees are more affected by exposure to bullying behaviour, although the effects were equally detrimental, irrespective of benevolent behaviour, when employees were exposed to very high levels of bullying. The study advances understanding of the mechanisms that govern outcomes of exposure to bullying, highlighting in particular the role of perceived psychological contract violation, and examining differences concerning high or low benevolence employees.     

A psychological contract perspective to the link between non-profit organizations' management practices and volunteer sustainability

This study applies the concept of the psychological contract to the relationship between management practices and volunteers. Formalization of the voluntary sector is impacting on volunteers' experiences and may breach the psychological contract from the volunteers' perspective. This mixed method study interviewed 67 volunteers and volunteer coordinators/administrators, and collected mail survey information from 152 volunteer organizations. The transactional management practices of keeping formal records and not paying volunteers out of pocket expenses are negatively associated with volunteer recruitment and retention. Alternatively, publicly recognizing volunteers through a volunteer newsletter supports volunteers' relational expectations and is positively linked to adequate volunteer numbers. Our findings have important implications for the human resource development practices of non-profit organizations in dealing with theirvolunteers: they suggest that the relational expectations of volunteers are animportant aspect of the psychological contract, which could be used by organizations as a framework for developing management practices that fit the volunteer ethos of trust and networks.     

Opportunism in Distribution Networks: The Role of Network Embeddedness and Dependence

Prior research documents the value of network relationships to firm behavior but is relatively silent on how networks influence opportunism in distribution channels. Focusing on a common type of distribution networks in which multiple distributors serve a single, dominant supplier, this study moves beyond a dyadic view to examine how a focal distributor's relational and structural embeddedness in such a distribution network influences its opportunism toward the dominant supplier. In particular, we postulate that a distributor's relational embeddedness in the network curbs its opportunism, whereas its network centrality, as a form of structural embeddedness in the network, promotes its opportunism. Moreover, we propose that relational embeddedness magnifies the role of a focal distributor's dependence on the supplier in suppressing the distributor's opportunism, whereas network centrality buffers such a role. We first empirically test these hypotheses using data collected from car dealers in China; the results provide support for the hypotheses. We then develop an analytical model to validate and further explain the underlying mechanisms of the network effects. Our analytical results not only validate the empirical results but also provide guidance for managers on controlling opportunism in distribution networks.     

组织行为对管理者感知心理契约违背的影响

本研究运用512个中国管理者样本检验了组织沟通、组织公正和人力资源管理行为对管理者感知心理契约违背的影响。研究发现组织沟通对管理者感知心理契约违背不存在显著影响；直接上司沟通对管理者感知管理型心理契约违背存在负向影响。对关系型心理契约违背存在正向影响；程序公正对管理者感知管理型心理契约违背有负向影响,对管理型和交易型心理契约违背有正向影响；人际公正对管理者感知管理型和关系型心理契约违背有负向影响；人力资源管理实践对管理者感知心理契约违背有负向影响。