服务失败情境下面子丢失对顾客抱怨倾向的影响

作者基于中国文化中特有的面子理论对消费者在服务失败中的心理反应机制进行了详尽的探讨,提出了以顾客损失、面子丢失和情绪为核心的顾客抱怨倾向模型。该文采用真实录像情景实验法进行了实证研究,证实了面子机制在服务失败下是真实存在的,消费者的面子损失会影响失败后情绪,进而影响其抱怨倾向。     

服务补救中顾客情绪对顾客满意之影响的实证研究

在顾客服务补救满意的研究中,本文引入情绪变量,提出了包含服务失败、服务补救整个过程的研究模型,采用情景模拟的方法进行了实证研究。研究表明:顾客在服务补救后的满意,受顾客服务补救后情绪的影响,而不是受顾客服务失败时的初始情绪的影响。其中,补救后积极情绪对补救满意有显著的正向影响;补救后外在归因消极情绪对补救满意有显著的负向影响。     

基于顾客满意的服务补救策略探讨

服务失败导致顾客的不满和投诉,进行有效的服务补救,有助于企业减少因服务失败所造成的损失,重塑企业形象和声誉,挽回因不满而失去的顾客,维持甚至提高顾客满意度.本文主要探讨了基于顾客满意的企业内部服务补救策略和企业外部服务补救策略.     

基于外部比较下的服务补救后顾客行为意向的探讨

本研究探讨了同一顾客在一家企业经历了服务失败和服务补救后与在另外一家企业从未遭遇过服务失败的比较下其行为意向,为服务补救的研究提供了新的视角。本研究考察了顾客归因对服务补救预期的影响,验证了顾客的补救预期越高则其满意度越低,满意度越高则其行为意向越积极,证明了顾客的行为意向不仅受到满意度的影响还受到顾客感知的服务失败严重程度的影响。     

基于关键事件法的服务失败原因及补救战略效果定性分析

利用关键事件定性分析法对餐饮服务业的服务失败和补救战略进行了实证研究.结果发现员工没有礼貌的行为和漠不关心的态度是导致服务失败的最主要原因,员工和管理人员有诚意的解释和说明、负责任的态度、真诚的道歉等无形的精神方面的服务补救能更有效地提高服务补救成功率和顾客满意度.在餐饮服务企业中,企业实际提供的失败补救措施与顾客的期待尚有很大差异,服务性企业管理者应重视对一线服务人员的教育和培训,加强对服务提供系统、库存系统等方面的管理,通过灵活运用无形的情感补偿战略来消除顾客不满,重建顾客对企业的信任.     

关系类型对服务失败后顾客反应的影响

本文探讨了真正服务关系、虚假服务关系和偶遇服务关系三种关系类型对服务失败后顾客反应的影响。研究显示,在遭遇服务失败后三种关系类型的反应差异明显,具有真正服务关系的顾客在服务失败后比其它两类关系类型的顾客具有更高的顾客满意度、更少的负面口碑以及更高的重购倾向,而虚假关系的顾客比偶遇关系的顾客又表现出较高的满意度、较少的负面口碑以及较高的重购倾向。所以关系能够提供防御性服务补救作用,而且相对于其它补救策略更显得未雨绸缪。     

基于顾客自我调整导向的差异化服务补救策略研究

已有的服务补救研究认为服务补救应该和服务失败匹配,没有深入探讨顾客心理差异对补救效果的影响。本文提出服务补救应和顾客特征相匹配,从"自我调整导向"角度区分顾客的心理特征,研究顾客的个体差异对服务补救效果的影响。服务补救方式被区分为"多获利"型和"少损失"型两类;顾客的自我调整导向有"趋利"和"避害"之分。本文选取餐馆行业,采用实验方法考察顾客的自我调整导向与补救努力的交互作用对顾客感知的补救绩效和补救满意的影响。通过多因素协方差分析研究发现,当补救努力与顾客的自我调整导向一致时,顾客的感知补救绩效更高,对补救更加满意;对于"趋利"导向的顾客,"多获利"型补救方式效果更好;对于"避害"导向的顾客,"少损失"型补救方式更加有效。     

服务失败中群体消费者心理互动过程研究

从研究国内外对于服务失败和补救的成果上看,均是对消费个体的研究,未见针对群体消费者在服务失败和补救中的心理与行为机制的研究.然而,服务行业的群体失败在我国已经呈现出逐年增多的现象,与个体失败相比,消费群体内部互动更加复杂多变,服务企业往往更加难于应对.通过真实场景实验,围绕去个体化理论和群体情绪感染理论系统探讨了服务失...     

服务补救理论综述及运作策略探讨

无论多么优秀的企业,服务失败都不可避免。当发生服务失败时,迅速有效的服务补救可以提升顾客满意度和忠诚度。为此,服务提供者应该进行预应性设计,以降低可能的服务失败所带来的影响。通过对服务补救及其理论基础进行回顾,归纳总结了服务补救的三个理论,并对三个理论之间的关系进行了探讨,给出整合了三个理论的服务补救研究框架;最后提出应对服务补救的运作策略。     

服务补救方式对消费者情绪和行为意向的影响

本文采用情景模拟方法,以饭店服务失误和补救为例,分别测评了主动补救和被动补救对消费者情绪和行为意向的影响,结果发现,服务补救方式对消费者情绪和行为意向的影响存在显著差别,其中主动补救对消费者正面情绪、口碑传播和重购意向的影响显著高于被动补救,而对消费者负面情绪的影响显著低于被动补救;获得服务补救消费者的正面情绪与口碑传播和重购意向呈显著正相关,而消费者负面情绪与口碑传播和重购意向呈显著负相关。     

市场失灵、管理失灵与建设行政管理体制的重建

建设行业是一个复杂的市场机制的综合体,它需要各个主体共同参与,从不同层面上共同治理。由于目前我国建设行业仍处于市场经济发展的初期阶段,市场机制和市场组织内部的其他治理机制不完善,存在各种缺陷,由此形成了在完善市场机制和市场自组织管理的同时,加强建设行政管理的要求,以保证建设行业的市场秩序和高速发展。本文试图通过归纳和分析我国目前建设行业的市场和行政管理问题,提出重构建设行政管理体制的两种思路,认为在"大规模建设"时期,采用更为综合性的管理更符合目前的发展现状和格局。     

Success and Failure of MRP II Implementation

This paper assesses the reasons for the success or failure of manufacturing resource planning (MRPII) implementation projects. It begins by discussing the literature and research on success and failure of these systems and presents evidence from cases prepared by the authors. The paper is not concerned to prescribe ‘best practice’ for MRP implementation. The first section reviews the relevant literature and concludes that there is a divergence of opinion as to what constitutes success, raising questions on the usefulness of current methods of establishing whether implementation is successful. The latter section of the paper uses results from longitudinal (process) research carried out by the authors. This starts with a discussion of what counts for success. The discussion highlights the importance of understanding the full potential of MRPII in effecting change of organizational structures, cultures and practice. Several factors that contribute towards MRPII failure are next considered. Finally,‘big bang’style implementations, such as those recommended by the Ollie Wight organization, are most likely to be successful if the organization follows a strategic approach to planning. There also needs to be a high degree of fit between organizational structure, culture and the demands of the MRPII system.     

Tolerance for Failure and Incentives for Collaborative Innovation

Most organizations employ collaborative teams to manage innovation projects. Although the use of collaborative innovation teams is a good starting point, an organization's ability to innovate can be enhanced by managing risk‐taking behavior through monetary incentive schemes and through an organizational culture that tolerates failure. This article reports the results of two controlled experiments aimed at understanding how tolerance for failure and incentives impact the decisions of individuals engaged in a collaborative innovation initiative. A key element of our experiments is the notion of endogenous project risk, which we define as the explicit link between resources allocated to a project and the likelihood of project success. We observe that when penalties are low, the amount of risk an individual assumes is fairly insensitive to the rewards that are offered. In an analogous result, when individuals make decisions alone (rather than collaboratively), higher tolerance for failure does little to increase the amount of risk an individual is willing to take. Taken together, these results highlight the importance of implicit incentives that are created as a result of project and organizational characteristics.     

Narratives of Success and Failure in Systems Development

This paper explores a narrative perspective on 'success' and 'failure' in computer systems development. Organizational narratives can be seen as sense-making devices and as having a purposive aspect in the ways in which they evolve and change and influence behaviour. Narratives like success and failure in particular can be seen as persuasive rhetorics used in legitimizing particular courses of action. The narrative approach challenges more accepted notions, particularly rationalist views that see computer success/failure as outcomes brought about by simple causation. It also reveals the limitations of process models of IT success/failure, though these stress a more complex form of decision making around IT. In the paper, these issues are explored in contrasting projects in financial services firms. In two case studies, computer success and failure emerge not as discrete conditions, but as interacting themes employed by organizational members in response to the circumstances they confront. The corporate capacity to build success out of failure, and to distance the new from the old, discriminated between successful and unsuccessful projects.     

Failure Probability Under Parameter Uncertainty

In many problems of risk analysis, failure is equivalent to the event of a random risk factor exceeding a given threshold. Failure probabilities can be controlled if a decisionmaker is able to set the threshold at an appropriate level. This abstract situation applies, for example, to environmental risks with infrastructure controls; to supply chain risks with inventory controls; and to insurance solvency risks with capital controls. However, uncertainty around the distribution of the risk factor implies that parameter error will be present and the measures taken to control failure probabilities may not be effective. We show that parameter uncertainty increases the probability (understood as expected frequency) of failures. For a large class of loss distributions, arising from increasing transformations of location‐scale families (including the log‐normal, Weibull, and Pareto distributions), the article shows that failure probabilities can be exactly calculated, as they are independent of the true (but unknown) parameters. Hence it is possible to obtain an explicit measure of the effect of parameter uncertainty on failure probability. Failure probability can be controlled in two different ways: (1) by reducing the nominal required failure probability, depending on the size of the available data set, and (2) by modifying of the distribution itself that is used to calculate the risk control. Approach (1) corresponds to a frequentist/regulatory view of probability, while approach (2) is consistent with a Bayesian/personalistic view. We furthermore show that the two approaches are consistent in achieving the required failure probability. Finally, we briefly discuss the effects of data pooling and its systemic risk implications.     

Indigenous People and the Miserable Failure of Australian Planning

Abstract

Major changes in Australian law and significant research efforts have re-positioned Aboriginal and Torres Strait Islander peoples as important actors in planning. Yet, this has barely penetrated the consciousness of the mainstream professional community. Current requirements for professional competencies and planning curricula fall well short of preparing planners to productively engage with Indigenous people. The profession itself barely acknowledges the significant changes advanced in Indigenous studies and planning, and the new imperatives. This paper details the contemporary position of planning practice in Australia with regard to Indigenous people and considers the changes required to more justly engage with Indigenous rights.     

考虑投入产出效率的中小企业财务困境预测方法

中小企业在国家和区域经济发展中具有非常重要的作用.本文首先根据中小企业的经营特点,提出了一套财务困境预测的指标体系,然后提出了一种基于数据包络分析和支持向量机的中小企业财务困境集成预测方法.所提出指标体系的主要特点是,在一般企业财务困境预测指标体系的基础上,增加了企业的效率指标.应用安徽省某融资服务机构的70家中小企业历史样本数据,实证分析了本文提出方法的合理性和优越性.     

服务失误归因对服务补救效果的影响

服务失误是企业所竭力避免的,实践和学术研究都表明,在遭遇服务失误后,顾客满意度和顾客再购买意愿都会下降,而不同原因导致的服务失误对顾客满意度和购后行为的影响也不同。本文对于服务失误的原因重新做了分类,除了既有研究已关注的“内因”和“外因”外,补充了可能导致服务失误的第三方原因。通过情景模拟实验法,比较了这三种原因的服务失误对顾客满意度和购后行为的影响。结果发现,“外因”导致的服务失误对于顾客的负面影响最大,“内因”导致的服务失误对于顾客的负面影响最小,第三方导致的服务失误对于顾客的负面影响介于前两者之间。但无论是什么原因导致的服务失误,相同的服务补救引发的顾客反应是相同的。     

A Mathematical Model of Service Failure and Recovery Strategies*

Understanding the nature of service failures and their impact on customer responses and designing cost‐effective recovery strategies have been recognized as important issues by both service researchers and practitioners. We first propose a conceptual framework of service failure and recovery strategies. We then transform it into a mathematical model to assist managers in deciding on appropriate resource allocations for outcome and process recovery strategies based on customer risk profiles and the firm's cost structures. Based on this mathematical model we derive optimal recovery strategies, conduct sensitivity analyses of the optimal solutions for different model parameters, and illustrate them through numerical examples. We conclude with a discussion of managerial implications and directions for future research.