Why are we more likely to tip some service occupations than others? Theory,evidence, and implications

Ideas about why consumers tip some service occupations more often than others are tested using occupation scores derived from online ratings of 122 service occupations. Results indicate that U.S. consumers are more likely to tip occupations for which (i) workers’ performances can be more easily evaluated by consumers than by managers, (ii) workers provide customized service, (iii) workers’ income, skill and needed judgment are low, and (iv) workers are less happy than customers during the service encounter. Occupations with greater frequency of customer patronage and/or greater likelihood of encountering the same service provider on multiple service occasions are not more likely than other occupations to be tipped. These findings support some and disconfirm other expectations derived from a theory that occupational differences in tipping are attributable to occupation characteristics that more strongly/consistently evoke motives for tipping. They also identify types of services for which counter-normative tipping policies are more or less likely to be successful and suggest sources of resistance that must be overcome if those policies are to succeed.     

The Fount of All Knowledge: Training Required to Involve Service Users and Carers in Health and Social Care Education and Training

A modified Delphi study was carried out in order to obtain consensus regarding the content of a university training course to involve service users and carers at all stages of the health and social care educational process within a higher education environment. Telephone interviews were carried out with service users and carers, educationalists and leaders in the field of service user and carer involvement to generate curriculum ideas. A questionnaire was developed from their responses and sent to a purposive sample of 65 people (24 service users and carers, 28 health and social care educationalists and 13 leaders in the field of service user and carer involvement). Fifty‐five statements were generated with consensus being reached on 46 (84%) statements. Mismatches between service users and carers, educationalists and leaders in the field were explored. Key themes to be included in the curriculum were identified. This paper demonstrates that the best training is not imposed upon service users and carers by academics or others who think they know best; rather, that service users and carers themselves can play a leading role in identifying their training needs and devising strategies to ensure these needs are effectively met.     

工业增加值与工业总产值关系的行业差异分析——基于浙江省制造业面板数据的实证研究

利用浙江省28个制造业1995-2007年的面板数据,运用面板单位根检验和协整检验,从工业总产值对工业增加值的影响出发,对浙江制造业进行了实证分析。从长期来看,工业总产值对工业增加值具有较大的正向关系,但行业差异显著。在此基础上,分析了造成行业差异的主要原因,并提出了针对浙江制造业发展的相关政策建议。     

论消费者知情权的行政保护

以经济法为视角,认为消费者知情权是消费者依法享有要求经营者告知其购买、使用商品或者接受服务的真实情况,要求国家机关、公共组织提供相关消费信息的权利。考察国外消费者知情权行政保护的做法,从中得出有益启示。针对我国消费者知情权行政保护存在的问题,建议改革我国消费者行政保护体制,建立消费者行政保护协调机制,建立企业信用档案,...     

美国金融监管的法律变革与特点评析

金融监管体系的调整往往具有“危机指向”的历史特征。美国次贷危机及其引发的危及全球的金融危机爆发后,各国政府,尤其是美国,对自身的金融监管体系重新审视,提出一系列调整方案。美国政府公布的《金融监管体系现代化改革蓝图》、《金融改革框架》和《金融监管改革——新的基础：重建金融监管》等方案,以及此后美国国会众参两院通过的《华尔街改革及消费者保护法案》,均成为美国金融监管体系改革的风向标。了解美国金融监管体系改革的基本动态和监管理念对我国“后危机”时代金融监管体系的完善具有一定的参照意义。     

CHOICE-CONSTRAINED CONJOINT ANALYSIS

Choice-constrained conjoint analysis (CCCA) is a new method for metric conjoint analysis studies. It computes part-worth utility functions that account for “revealed preference”—those products a respondent actually selects in an independent choice situation. CCCA uses an iterative penalty function estimation procedure that successively modifies initial regressionderived part worths so that respondent choices (either actual or intended) of real brands are predicted as accurately as possible. The paper first describes the motivation and rationale for CCCA and presents the mathematics of the algorithm. As an illustration, it applies the CCCA model and penalty function estimation procedure to a limited set of synthetic data. A second application of the technique is presented that uses data obtained by a major telecommunications firm that used conjoint analysis to examine the importance of several features of residential communication devices. The paper also discusses potential extensions of the CCCA model and the kinds of marketing applications for which it might be useful.     

网上顾客转换成本的影响因素及其结果的实证研究

研究表明,顾客转换成本已成为影响顾客忠诚的另一重要因素,尤其在信息技术环境下,顾客转换成本更显重要.本研究首先建立网上顾客转换成本、影响因素与其结果的结构模型,然后根据此模型对我国网上顾客的转换成本影响因素,以及转换成本与顾客忠诚之间的关系进行实证分析,结果发现,不同因素在顾客转换成本的影响上存在差异性,顾客转换成本不同类别对顾客忠诚意向的影响程度也不相同.最后,根据这些研究结果向企业提出顾客忠诚管理的策略性建议.     

Measuring consumer perceptions of payment mode

Although existing scales assess perceptions of money per se, none capture the mental and emotional experiences that the corporal quality of the payment mode generates. Historical and sensory associations with payment modes generate differential cognitive and emotional sensitivity in mental accounts, and influence the type, value and amount of products purchased. Although an increasing amount of attention has been devoted to the influence of payment mode on spending behavior, and little effort has been devoted to developing an appropriate measurement scale to capture consumers’ cognitive and emotional associations with payment modes. To address this gap in the literature, this study developed a conceptual and empirical framework with a sample of approximately 800 participants, and shows how the constructs and the scales capture perceptions of payment modes. The 19-item PPM scale represents four dimensions: emotions relating to cash and card based payment modes, social and personal gratification and money management. The PPM measurement scale demonstrates acceptable reliability and shows that consumer perceptions of payment modes influence spending behavior and predict ownership of financial cards in possession. The scale is useful in understanding consumer cognitive and emotional associations with payment modes, particularly the use of “owned money” and how these associations impact on payment mode choice.     

Against all odds? Exploring the role of game outcome uncertainty in season ticket holders’ stadium attendance demand

In this study we investigate the important but rather ambiguous role of game outcome uncertainty (GOU) in consumers’ demand for professional sports. Specifically, using a unique and strongly balanced panel data set containing information on individual physical attendance from 13,892 season ticket holders (STHs) of a German professional football club, we find evidence for a positive effect of GOU on two differing spectator decisions – both the decision to physically attend a game in the stadium and the decision on what time to enter the stadium, an aspect which has so far been neglected in the literature. Moreover, GOU seems to play an especially important role in the decision-making of one particular group: STHs with comparatively high coordination costs.     

Systematizing Knowledge of User Influence – A Study of User Advisory Boards in Substance Abuse and Mental Health Services

While there is a great deal of interest in, and literature describing user influence in mental health and substance abuse services at the individual level, there are fewer studies of collective user influence at the organizational level. This article presents the findings of a study of the development of user advisory councils in regional organizations providing substance abuse services, which were part of a national implementation project in Sweden. A survey of both users and professionals involved in the local projects, in addition to interviews with key actors at the national level, were completed and analyzed with reference to the results of a literature review. The overall aim of the study was to identify obstacles and success factors related to the development of collective user influence at the programme and system levels. The results indicated that there was an overwhelmingly positive attitude towards experience‐based knowledge and the potential for developing formal, collective user influence in these organizations. Users and professionals had common viewpoints regarding the obstacles and success factors, which included: addressing power relations, establishing legitimacy, assigning resources, investing in sustainability and planning for real participation. They were also substantially in agreement as to the strategies that would be needed in the future in order to move from ideology to action. These factors form the basis for a model that might be used to support the systematic implementation of this type of organized user influence.