公共服务供给对公共服务感知绩效的影响机理——政府形象的中介作用与公众参与的调节效应

锦标赛式的公共投入扩张、以政府购买服务为主的公共服务市场化改革未能明显改善公共服务。本文试图打破从政府内部究"原因"、由供给模式找"突破"的思维定势,分析公共服务供给对公共服务感知绩效的影响,重点考察政府形象的中介作用和公众参与的调节效应。研究发现:公共服务供给对感知绩效具有显著的正向影响,并部分通过政府形象的中介作用产生;相比低程度公众参与,较高程度的公众参与下,公共服务供给对政府形象和感知绩效的正向影响增强,而政府形象对公共服务感知绩效的正向影响减弱。结果表明:公共服务供给特征是公共服务感知绩效的主导因素,良好的政府形象、深入的公众参与能促使公共服务供给更大程度上提升公共服务感知绩效。因此,在加大公共服务投入的同时,应注重改善政府形象、深化公众参与。     

团队中互动动机多样性对绩效影响研究

在以创新能力为重要目标的团队中,动机和行为对团队绩效有着重要影响.本文基于社会分类-信息加工模型,探究了互动动机多样性如何影响团队反思和团队相似度感知,以及二者又如何影响团队绩效.本文采用问卷调查法,收集了58个团队的数据,建立结构方程模型并对假设进行检验.研究结果表明,在App设计团队中,互动动机多样性与团队反思和团队相似度感知负相关,团队反思有利于提升团队创造力和团队满意度,团队相似度感知有利于促进团队满意度,然而其对团队创造力的作用不显著.研究结论揭示了互动动机多样性在团队中发挥的消极作用,探明了不同视角下互动动机多样性的影响路径.     

服务公平性对储户与银行之间关系的影响

作者在某银行广州地区的15个营业点对储户进行了一次问卷调查,探讨服务公平性对顾客与企业之间关系的影响。数据分析结果表明,结果公平性、程序公平性、交往公平性和储户感觉中的软、硬质量是同一个高阶因子的子因子,储户在正常服务环境中感知的服务公平性影响储户的消费情感和储户对本次消费经历的评估(服务质量、消费价值、储户的满意感),进而影响储户与银行之间的关系(信任感、储户与服务人员的人际关系纽带、储户与银行的感情纽带)和储户的行为意向(再购意向和口头宣传意向)。     

The Impact of Authority Relations and Feedback Delivery Method on Performance

ABSTRACT

The proliferation of technology has been changing feedback delivery methods in organizations. However, the effectiveness of feedback delivery methods can vary depending on social dynamics (e.g., authority relations) in the organization. The current study was designed to examine the impact of authority relations and feedback delivery methods on performance. A total of 120 participants were recruited to work on a simulated cell-phone assembly task and were exposed to one of the four feedback conditions: (a) authority figure with face-to-face feedback, (b) authority figure with e-mail feedback, (c) non-authority figure with face-to-face feedback, and (d) non-authority figure with e-mail feedback. Results showed that while both feedback delivery methods resulted in high performance with the presence of an authority figure, only face-to-face feedback resulted in high performance with a non-authority figure. Practical considerations for effective feedback delivery methods in relation to authority figures are also discussed.     

The Impact of Capacity Costs on Product Differentiation in Delivery Time,Delivery Reliability,and Price

We develop an analytical framework for studying the role capacity costs play in shaping the optimal differentiation strategy in terms of prices, delivery times, and delivery reliabilities of a profit‐maximizing firm selling two variants (express and regular) of a product in a capacitated environment. We first investigate three special cases. The first is an existing model of price and delivery time differentiation with exogenous reliabilities, which we only review. The second focuses on time‐based (i.e., length and reliability) differentiation with exogenous prices. The third deals with deciding on all features for an express variant when a regular product already exists in the marketplace. We subsequently address the integrative framework of time‐and‐price‐based differentiation for both products in a numerical study. Our results shed light on the role that customer preferences towards delivery times, reliabilities and prices, and the capacity costs (absolute and relative) have on the firm's optimal product positioning policy.     

人力资本、社会资本与心理资本对工作绩效的影响——总效应、效应差异及调节因素

人力资本、社会资本与心理资本先后被认为是提高雇员工作绩效和增强组织竞争优势的积极力量.但现有研究并未在整合框架内探讨它们对工作绩效的总效应、效应差异和调节因素.通过对221个组织雇员的实证研究发现,人力资本、社会资本与心理资本之间具有中低度正相关关系,三者均对任务绩效与周边绩效有显著正向影响,总效应(R2)分别为0.229和0.577,但心理资本影响力最强,社会资本次之,人力资本最弱.在复杂多变的任务不确定环境下,心理资本、人力资本对任务绩效的积极作用更加明显,且以心理资本的作用变化最大,社会资本的积极作用则受到削弱.没有发现任务依赖性在三类资本对周边绩效影响中具有调节作用.最后探讨了研究结果并提出了管理与研究建议.     

社会化沟通对不满意消费者再次购买的影响研究

基于应对理论,采用结构方程实证研究了社会化商务中消费者从不满意到再次购买的行为规律.研究发现,负面情绪是不满意和应对行为之间重要的中介变量.负面情绪引发消费者在线沟通(如抱怨和寻求社会支持)和回避沟通(如心理疏离)等应对行为:抱怨对消费者再次购买意愿不显著;心理疏离对再次购买意愿有负面影响,故心理疏离有利于稳定消费者情绪而不利于再次购买;寻求社会支持对再次购买意愿有正面影响,故寻求社会支持能抵消负面情绪的部分消极作用,有利于再次购买.     

制造商售后服务质量决策对灰色市场的影响研究

考虑一个分散式供应链下零售商窜货的灰色市场结构,其中制造商直接将产品销往高端市场,但通过中间零售商销往低端市场,两个市场相对独立。零售商未经制造商授权私自将产品窜货到高端市场而形成灰色市场。为了抑制灰色市场,制造商额外在低端市场提供增值售后服务。本文将建立两种模型：基本模型和服务决策模型,通过两种模型的对比分析,研究制造商售后服务质量决策对灰色市场规模和企业收益的影响。研究发现：对于制造商而言,售后服务质量决策是一种有效的灰色市场管理手段,不仅可以抑制灰色市场规模,同时还可以增加制造商的收益;对于零售商而言,售后服务质量决策有可能降低零售商的收益,也有可能增加零售商的收益,取决于消费者对高端产品和低端产品支付意愿的差异程度。     

The Impact of Population,Contact, and Spatial Heterogeneity on Epidemic Model Predictions

Our objective was to evaluate the effect that complexity in the form of different levels of spatial, population, and contact heterogeneity has in the predictions of a mechanistic epidemic model. A model that simulates the spatiotemporal spread of infectious diseases between animal populations was developed. Sixteen scenarios of foot‐and‐mouth disease infection in cattle were analyzed, involving combinations of the following factors: multiple production‐types (PT) with heterogeneous contact and population structure versus single PT, random versus actual spatial distribution of population units, high versus low infectivity, and no vaccination versus preemptive vaccination. The epidemic size and duration was larger for scenarios with multiple PT versus single PT. Ignoring the actual unit locations did not affect the epidemic size in scenarios with multiple PT/high infectivity, but resulted in smaller epidemic sizes in scenarios using multiple PT/low infectivity. In conclusion, when modeling fast‐spreading epidemics, knowing the actual locations of population units may not be as relevant as collecting information on population and contact heterogeneity. In contrast, both population and spatial heterogeneity might be important to model slower spreading epidemic diseases. Our findings can be used to inform data collection and modeling efforts to inform health policy and planning.     

企业社会责任行为对消费者品牌评价的影响

现代企业在追求利润的同时也开始承担企业社会责任(CSR),企业履行不同的CSR方式对消费者品牌评价会带来不同的影响、企业如何结合自身特点、选择适合自己的CSR行为方式实现社会与企业的共赢等问题是现有文献的研究断层。本文通过实验研究,检验了产品相关责任行为、慈善行为、公益实践这三种CSR行为方式对消费者品牌评价的影响。研究发现,CSR行为中产品相关责任行为和慈善行为对消费者品牌评价的提升作用显著,其中产品相关责任行为的影响作用最显著。进一步研究表明,在企业慈善行为中,产品与CSR行为的匹配性对消费者的品牌评价具有调节作用。本文的理论创新点在于,测量了产品相关责任、慈善行为、公益实践三种方式对消费者品牌评价的影响差异,进一步分析了CSR行为与产品的匹配性在善因营销和捐赠行为这两种慈善行为方式中表现出的不同调节作用。研究结论对企业进行CSR决策提供了策略性建议。     

Italian Families Under Economic Stress: The Impact of Social Policies

The author argues that the persistent and growing inequality in income distribution and relative social immobility of households in Italy depend not only on the specific, dualistic, features of its economy but on its social (particularly family) and welfare arrangements: in terms of the behaviours they encourage within households and by specific household members (along gender and generational lines).     

Getting Together to Get Ahead: The Impact of Social Structure on Women's Networking

This paper examines the impact of socio‐structural variables (i.e. perceptions of permeability, stability and legitimacy of intergroup relations) on the extent to which professional women perceive a women's network as a collective strategy for status enhancement. A survey among network members (n=166) suggests that the extent to which women support and consider a network to benefit women as a collective is dependent on perceptions of whether individual mobility is possible (permeability of group boundaries) and beliefs that organizational conditions will improve for women in the future (stability of conditions for women). Specifically, the network is less likely to be perceived as a collective vehicle for change when individual advancement is possible (because intergroup boundaries are perceived as permeable) and status improvement in the future is unlikely. However, regardless of beliefs about the future, when female participants perceive that many barriers to individual advancement exist (due to the impermeability of intergroup boundaries), the network is considered in more collective terms presumably because the only way to challenge the status quo is through a collective effort. The practical implications for organizations that wish to or have established a women's network are discussed.     

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。     

The Impact of Nonagility on Service Level and Project Duration*

“Why projects are late” is a fundamental issue in theory and in practice. One well‐established explanation is that a project's network structure can be a significant factor—the “fatter” or more parallel the project, the later the project completion. Herein we show that a lack of agility, which may frequently arise in projects when there are external resources, can also be a significant factor in project delays—both in more serial‐like projects as well as more parallel ones. Specifically, this article formally characterizes the concept of agility in projects, shows how a lack of agility can have a significant impact on a project, and gives some general properties on agility with respect to a project's structure.     

The Impact of Transformational Leadership on Organizational Citizenship Behaviours: The Contingent Role of Public Service Motivation

In this paper we examine whether the relationship between transformational leadership and organizational citizenship behaviours (OCBs) is contingent on public service motivation (PSM). We propose that PSM may reduce the motivational influences of transformational leaders’ behaviours on followers’ OCBs in public sector organizations. Using a sample of Mexican employees we tested this proposition with structural equation modelling. Our results show that the motivational effects of transformational leadership were less for public sector followers higher in PSM than for those lower in PSM. A follow‐up study in private sector organizations did not reveal a similar interaction effect. These findings appear consistent with previous research demonstrating that PSM is more aligned to the goals and values of public rather than private sector organizations. Nevertheless, the direct effects of PSM on OCBs remained in the private sector.     

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。     

Supply Chain Contract Design: Impact of Bounded Rationality and Individual Heterogeneity

In this article, we model various forms of non‐optimizing behavior in a newsvendor setting, including biases such as recency, reinforcement, demand chasing, and anchoring, as well as unsystematic decision errors. We assume that a newsvendor may evaluate decisions by examining both past outcomes and future expected payoffs. Our model is motivated by laboratory observations under several types of supply chain contracts. Ordering decisions are found to follow multi‐modal distributions that are dependent on contract structures and incentives. We differ from previous research by using statistics to determine which behavioral factors are applicable to each decision maker. A great deal of heterogeneity was discovered, indicating the importance of calibrating a contract to the individual. Our analysis also shows that the profit performance and the effectiveness of co‐ordinating contracts can be affected by non‐optimizing behaviors significantly. We conclude that, in addition to the aggregate order quantities, the decision distributions should be considered in designing contracts.     

地理距离对企业社会责任的影响研究

地理距离在中国转型经济情境下,意味着信息不对称和制度压力异质性。基于信号理论,以2010~2017年中国上市公司为样本,采用随机效应模型,探讨企业与政府监管机构之间的地理距离对企业社会责任的影响机理,以及制度环境与高铁线路对上述关系的调节效应。研究表明:地理距离对企业社会责任表现存在显著的负向影响,较好的制度环境与途经较多的高铁线路,均可缓解地理距离对企业社会责任表现的负向影响。