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.     

关系特征、资源获取与初创企业绩效关系实证研究

网络关系在新企业创建和成长过程中具有关键作用,但究竟何种网络特征能够促进新企业资源获取和绩效提高尚不明晰.本文以初创企业为对象,构建了关系特征、资源获取与新企业绩效之间的理论模型,利用322家成立时间在42个月内初创企业的调研数据,对理论模型和假设进行实证分析.分析结果表明,关系强度对知识资源和运营资源获取具有正影响;关系信任对知识资源和运营资源获取具有正影响;网络规模对知识资源获取具有正影响,知识资源获取对新企业财务和成长绩效具有正影响;知识资源获取对运营资源获取具有正影响;知识资源获取对运营资源获取与新企业绩效间关系具有正向的调节作用.但网络规模对运营资源获取的影响不显著,运营资源对初创企业财务和成长绩效的影响不显著.     

高级管理人员变更、股权特征与盈余管理——来自中国上市公司的经验证据

本文以2003-2006年我国A股上市公司为研究样本,检验公司发生高级管理人员变更时的盈余管理行为。研究结果表明,发生高级管理层变更的公司,高级管理人员变更的当年存在较严重的调减利润的盈余管理行为;此外,对于发生了高级管理人员变更的公司,如果其控股股东是地方和中央政府部门所属国企或中央直属国企,则其调减利润的盈余管理行为可以得到一定程度的抑制;大股东的制衡度越大,公司盈余管理的幅度也将越小。研究结果还显示,当发生高级管理人员变更时,上述因素对公司调增利润的盈余管理行为基本没有影响。     

跨组织工作流建模及分析研究述评

从组织间工作流的层面对跨组织工作流建模的已有研究进行分类、总结和评价.然后,从定性分析和定量分析2个角度综述了工作流分析的相关研究.最后,总结了该领域研究的管理实践意义,并针对现有研究存在的不足,探讨了未来的研究趋势和发展方向.     

多产品竞争中企业产品线最优区域的选择

多产品厂商产品线延伸收缩的决策,不仅仅与自身的竞争实力有关,还与产品的市场特性有关。低端市场上的产品处于生命周期末期,厂商的市场空间不断缩小,市场竞争异常激烈。而新兴市场上的产品从成长期向成熟期过渡,技术不断成熟,消费群体稳步增长。拥有技术优势的厂商必然会收缩低端产品线,放弃低端市场,然后延伸高端产品线,进入新兴市场,从而提升自身的利润水平;由于低端市场上厂商的退出,市场竞争烈度的下降,低端市场在位企业的利润水平也会因此有所改善。     

I warn you because I like you: Voice behavior,employee identifications,and transformational leadership

Voice behavior refers to the behavior that proactively challenges the status quo and makes constructive changes. Previous studies have explored the antecedents of employees' voice behavior, but to whom employees are likely to voice their thoughts has remained rarely examined. We propose that voice behavior is target-sensitive and that there are two types of voice behavior: speaking out (voice toward peers) and speaking up (voice toward the supervisor). Transformational leadership facilitates both speaking out and speaking up. However, it produces effects on employees via different types of employee identifications. Specifically, social identification predicts only speaking out, while personal identification predicts only speaking up. In contrast, affiliative extra-role behavior is less target-sensitive, and transformational leadership influences affiliative extra-role behavior via both social identification and personal identification. We examined our hypotheses by collecting both self-reported and coworker data from 191 Chinese employees in different organizations. Our hypotheses gained general support from the data. Implications for research and practice are discussed.     

Minimum 2-distance coloring of planar graphs and channel assignment

A 2-distance k-coloring of a graph G is a proper k-coloring such that any two vertices at distance two get different colors. \(\chi _{2}(G)\)=min{k|G has a 2-distance k-coloring}. Wegner conjectured that for each planar graph G with maximum degree \(\Delta \), \(\chi _2(G) \le 7\) if \(\Delta \le 3\), \(\chi _2(G) \le \Delta +5\) if \(4\le \Delta \le 7\) and \(\chi _2(G) \le \lfloor \frac{3\Delta }{2}\rfloor +1\) if \(\Delta \ge 8\). In this paper, we prove that: (1) If G is a planar graph with maximum degree \(\Delta \le 5\), then \(\chi _{2}(G)\le 20\); (2) If G is a planar graph with maximum degree \(\Delta \ge 6\), then \(\chi _{2}(G)\le 5\Delta -7\).     

Blocking Rumor by Cut

In this paper, a rumor blocking problem is studied with an objective function which is neither submodular or supermodular. We will prove that this problem is NP-hard and give a data-dependent approximation with sandwich method. In addition, we show that every set function has a pair of monotone nondecreasing modular functions as upper bound and lower bound, respectively.     

网络口碑对消费者产品态度的影响机理研究

针对网络口碑区别于传统口碑的主要特点,提出了网络口碑对消费者产品态度的影响机理,并以网络电影评论社区为研究背景,利用实验法对这一机理进行了实证检验。研究结果表明,网络口碑的论据质量和网络社区可靠性都会对消费者的产品态度产生正向影响,而且卷入度与网络口碑论据质量、网络社区可靠性分别具有显著的交互作用。     

中国版WEEE法规实施中政府和电子企业演化博弈分析

文章在政府和电子企业仅具有有限理性的前提下,运用演化博弈方法对中国版WEEE法规将要实施的过程中,政府管制策略选择与电子企业逆向物流策略选择的互动机制进行了分析。结果表明:当电子企业构建逆向物流成本大于电子企业构建逆向物流给电子企业带来的收益与政府的WEEE基金补贴之和时,电子企业策略选择依赖于政府选择策略的概率;当管制成本低于电子企业构建逆向物流带给社会的收益与回收处理费用之和时,政府的策略选择依赖于电子企业选择策略的概率。