员工情绪表现结构维度及对感知服务质量影响初探

根据文献总结,情绪劳动分为员工和消费者视角,对员工视角的情绪劳动已经有了相当丰富的研究,而对消费者视角情绪表现研究还处于起步阶段。文章通过日记观察法和问卷调查法来探讨:(1)情绪表现的结构;(2)情绪表现对感知服务质量的影响。在25篇观察日记和564份有效问卷的基础上,采用SPSS和SmartPLS进行数据处理。结果显示,情绪表现分为负向情绪表现,包括假装表情、冷漠表情、轻视表情;正向情绪表现包括持久表情、真诚表情和自然表情共六个维度;基于总体数据,负向表情对感知服务质量的负向作用不显著,正向表情对感知服务质量的正向作用显著;基于不同背景样本之间的路径作用存在差异,学生样本的显著路径远远多于在职样本,男性样本的显著路径多于女性样本,专科样本的显著路径远远多于本科和硕士样本,小于30岁样本的显著路径远远多于大于30岁样本。     

A Preliminary Laboratory Evaluation: Effects of Consequence Quality and Ratio-Schedule Arrangements on Staff Performance

ABSTRACT

Supplementary, contingent pay arrangements can result in improved employee productivity and increased job satisfaction. We examined the effects of four stimulus delivery arrangements on performance in a computer-based task in a simulated work context. Three participants entered hypothetical client data onto a Microsoft Excel® invoice and earned gift-cards for task completion according to the following conditions: (a) fixed-ratio/high-preference stimuli (FR/HiP), (b) variable-ratio/high-preference stimuli (VR/HiP), (c) fixed-ratio/varied stimuli (FR/Var), and (d) variable-ratio/varied stimuli (VR/Var). For two of three participants varied reinforcers produced similar levels of responding to high-preference stimuli regardless of schedule type, whereas varied reinforcers did not support responding for the third participant. All participants preferred working under conditions of access to high-preference reinforcers. Results are discussed in light of creating efficient performance improvement plans in organizational settings.     

Cultural Intelligence and Institutional Success: The Mediating Role of Relationship Quality

As managerial rationality is always bounded, managers utilise their cognitive abilities and social relations to manage their operational environmental uncertainties. We posit that relationship quality (RQ) mediates the association between cultural intelligence (CQ) and success in managing challenges arising out of differences in the institutional environments i.e. institutional success. Our CQ measure comprises cognitive, metacognitive, motivational and behavioural CQs. We included the interactive effects of two inter-related mental capabilities, namely cognitive and metacognitive CQs, and motivational and behavioural CQs while examining the mediating role of RQ between CQ and institutional success. Based on data from 186 Indian senior managers doing business with New Zealand, we find mixed support for our hypotheses. We find indirect-only mediation effects for interactive effects of cognitive and metacognitive CQs, and complementary mediation effects for motivational CQ. Contrary to expectations, we find negative direct-only non-mediation effects of behavioural CQ.     

Modeling the Effects of a Service Guarantee on Perceived Service Quality Using Alternating Conditional Expectations (ACE)*

This paper addresses the dearth of empirical research on the relationship between service guarantee and perceived service quality (PSQ). In particular, we examine the moderating effects of a service guarantee on PSQ. While a recent study provided empirical evidence that service quality is affected by service guarantee and employee variables such as employee motivation/vision and learning through service failure, the nature and form of the relationships between these variables remain unclear. Knowledge of these relationships can assist service managers to allocate resources more judiciously, avoid pitfalls, and establish more realistic expectations. Data was obtained from employees and customers of a multinational hotel chain that has implemented a service guarantee program in 89 of its hotels in America and Canada. As the employee variables could affect performance in a non‐linear fashion, we relaxed the assumption of model linearity by using the Alternating Conditional Expectations (ACE) algorithm to arrive at a better‐fitting, non‐linear regression model for PSQ. Our findings indicate the existence of significant non‐linear relationships between PSQ and its determinant variables. The ACE model also revealed that service guarantee interacts with the employee variables to affect PSQ in a non‐linear fashion. The non‐linear relationships present new insights into the management of service guarantees and PSQ. Explanations and managerial implications of our results are presented and discussed.     

CWD Prevalence,Perceived Human Health Risks,and State Influences on Deer Hunting Participation

This study examined factors predicted by previous research to influence hunters’ decisions to stop hunting deer in a state. Data were obtained from mail surveys of resident and nonresident deer hunters in Arizona, North Dakota, South Dakota, and Wisconsin (n = 3,518). Hunters were presented with six scenarios depicting hypothetical CWD prevalence levels and human health risks from the disease (e.g., death), and asked if they would continue or stop hunting deer in the state. Bivariate analyses examined the influence of five predictor variables: (a) CWD prevalence, (b) hypothetical human death from CWD, (c) perceived human health risks from CWD, (d) state, and (e) residency. In the bivariate analyses, prevalence was the strongest predictor of quitting hunting in the state followed by hypothetical human death and perceived risk. The presence of CWD in a state and residency were weak, but statistically significant, predictors. Interactions among these predictors increased the potential for stopping hunting in the state. Multivariate analyses suggested that 64% of our respondents would quit hunting in the worst‐case scenario.     

Chernobyl's Effects on the Perceived Risks of Nuclear Power: A Small Sample Test

This paper presents the results of two risk perception surveys, one taken just before and one just after the accident at Chernobyl in May, 1985. The results show that Chernobyl affected short-term perceptions of nuclear power risks in ways that are predictable and measureable. In this sample, perceived levels of dread of nuclear power increased, perceived knowledge increased, and perceived severity decreased. Overall, the results are informative about how a single event could affect perceived risk characteristics.     

The Effects of Personality and Management Role on Perceived Values in Business Settings

This paper examines the effects ofpersonality variables and functional management role,either entrepreneur, manager in an entrepreneurialfirm, manager in a traditional firm, or small businessowner, on perceived business values. Functionalmanagement role had minimal discernible effects;personality variables differentiated entrepreneursfrom managers and produced many effects for ratings ofbusiness values. Results are discussed in terms ofMBTI and DISC theoretical constructs and theirimplications for entrepreneurship and management.     

文化差异对顾客服务质量感知影响的实证研究

顾客感知服务质量的度量是服务管理理论中最具前沿性的问题,而服务质量评价方法跨文化适用性的界定,无疑对借鉴国外先进的评价方法和提高中国服务企业服务质量水平具有积极的意义。本文通过对服务质量评价最重要的评价方法SERVQUAL跨文化适用性的研究,提出了不同文化背景的顾客在服务质量感知方式等方面存在着差异等一系列结论。     

媒体信息对IPO询价机构的影响研究——基于机构私人信息视角的理论与实证北大核心CSSCI

将媒体公共信息与机构投资者私人信息联系起来,在我国新股发行询价制背景下建立基于贝叶斯信息准则的IPO定价模型,对媒体信息影响机构投资者私人信息、行为决策及其期望初始收益的微观机制给出了理论上的解释。模型分析表明:媒体公共信息与机构投资者私人信息是条件正相关的,私人信息的分布情况将取决于媒体信号的实现值;媒体信息具体通过两种路径影响机构投资者私人信息及其初始收益——激励效应和需求效应;这两种路径分别对期望初始收益产生负面和正面影响,而媒体信息的最终影响将取决于两种路径的相对强弱。采用2009—2014年在A股上市的874个IPO样本进行实证检验,分别验证了模型的两种路径以及两种路径的综合作用,为模型结论提供了较好的实证支持。     

Opportunism in Capital Budget Recommendations: The Effects of Past Performance and Its Attributions*

This study uses an experiment to examine the separate and combined effects of managers' loss aversion and their causal attributions about their divisions' performance on tendencies to make goal‐incongruent capital budget recommendations. We find that managers' recommendations are biased by their loss aversion. In particular, managers of high‐performing divisions are more likely than managers of low‐performing divisions to propose investments that maximize their division's short‐term profits at the expense of the firm's long‐term value. We also find that managers' recommendations are biased by their causal attributions. In particular, managers are more likely to propose investments that maximize their division's short‐term profits at the expense of the firm's long‐term value when they attribute their division's performance to external causes (e.g., task difficulty or luck) rather than to internal causes (e.g., managerial ability or effort). Further, the effects of causal attributions are greater for managers of high‐performing divisions than for managers of low‐performing divisions. The study's findings are important because loss aversion and causal attributions are often manifested in firms. Thus, they may bias managers' decisions, which in turn may be detrimental to the firms' long‐term value.     

目标取向和过时感知能力对两类销售行为的影响

销售努力和适应性销售是两类最基本的销售行为,探寻这两种销售行为的决定因素是销售管理领域的热点研究问题.基于教育心理学和销售力管理的相关研究成果,探讨3种目标取向与两类消费行为的关系,并通过引入过时这一概念,探究不同目标取向导致不同程度的销售努力和适应性销售的内在机理.通过对9家公司160名销售人员的问卷调查,运用结构方程模型,考察销售人员的不同目标取向与销售行为和销售力过时感知能力以及销售力过时感知能力与销售行为的关系,并重点检验销售力过时感知能力对目标取向与销售行为关系的中介效应.实证研究结果表明,目标取向对销售力过时感知能力和销售行为均有显著影响,销售力过时感知能力也会显著影响销售行为,销售力过时感知能力在目标取向与销售行为的关系中起到一定的中介作用.     

品牌信任对品牌态度、契合感知与延伸评价关系的影响

通过对278个有效样本的分析,重点考察了品牌信任对品牌态度、契合感知与延伸评价关系的影响。结果显示:品牌态度、契合感知对延伸评价有正向的影响关系;品牌信任对品牌态度与延伸评价关系具有部分中介作用;品牌信任对契合感知与延伸评价关系具有一定的调整作用。     

权力距离导向与员工建言:组织地位感知的影响

员工建言对于组织运营和发展的作用是不言而喻的,然而在中国情境下往往事与愿违,员工常常会选择知而不言。采用问卷调查方式收集81名团队领导与其467名下属的配对样本,运用多层线性模型方法,从文化价值观的视角探讨中国情境下不同层级个体的权力距离导向对员工建言的效应以及领导组织地位感知和员工组织地位感知在其中的调节效应。统计分析结果表明,领导权力距离导向和员工权力距离导向对员工建言行为都具有显著的负向预测作用,领导组织地位感知显著调节领导权力距离导向与员工建言间的关系,员工组织地位感知显著调节员工权力距离导向与员工建言间的关系。研究结果有助于理解中国情境下员工建言的影响因素和边界条件,对于改变这种现状、实现组织的有效管理具有重要的现实意义。     

When Precaution Creates Misunderstandings: The Unintended Effects of Precautionary Information on Perceived Risks,the EMF Case

In the past decade, growing public concern about novel technologies with uncertain potential long‐term impacts on the environment and human health has moved risk policies toward a more precautionary approach. Focusing on mobile telephony, the effects of precautionary information on risk perception were analyzed. A pooled multinational experimental study based on a 5 × 2 × 2 factorial design was conducted in nine countries. The first factor refers to whether or not information on different types of precautionary measures was present, the second factor to the framing of the precautionary information, and the third factor to the order in which cell phones and base stations were rated by the study participants. The data analysis on the country level indicates different effects. The main hypothesis that informing about precautionary measures results in increased risk perceptions found only partial support in the data. The effects are weaker, both in terms of the effect size and the frequency of significant effects, across the various precautionary information formats used in the experiment. Nevertheless, our findings do not support the assumption that informing people about implemented precautionary measures will decrease public concerns.     

公众感知行政服务质量模型与评价研究——跨地区、跨公众群体的比较研究

本文在借鉴服务企业成熟的顾客公众感知质量测评研究成果的基础上,开发了公众感知行政服务质量的测评模型.数据分析结果表明,不同于私人企业和公共服务质量的测评,政府机关有独特的公众感知行政服务质量测评维度,分别是便利性、响应性、透明性、守法性、实效性和保证性.同时,本研究分别针对不同地区、不同部门、不同学历和不同调查地点的数据进行了比较研究,发现并分析了不同公众类型在感知行政服务质量方面所存在的差异.     

Improving the Quality of Staff and Participant Interaction in an Acquired Brain Injury Organization

Weekly observations of direct-care staff in a facility for persons with brain injury yielded less than optimal interactional style with facility residents. Following an observational baseline, staff were asked to self-rate a 15-min video sample of their interaction behavior with participants on their unit. They were then asked to compare their self-ratings to those of a supervisor, as well as view a video exemplar of appropriate positive interaction behavior. Elements of their interactional style were highlighted and specific feedback was provided on how to improve their performance. Interaction style was then reevaluated via an unobtrusive observer and yielded positive gains for all participants. Subsequent on-the-job feedback sustained performance gains.