服务质量决定要因顾客满足和行动意图的影响--在中国服务产业的应用

为维持现有顾客和创造新顾客,服务企业必须知道怎样实施服务质量战略来增加顾客满足和行动意图,因为服务质量、顾客满足和顾客行动意图之间存在着因果关系.本研究把整体服务质量分解为相互作用质量、物理环境质量、结果质量三个决定要因,并对服务质量决定要因对顾客满足和行动意图的影响进行了研究,实证检验在中国服务产业中进行.对研究模型的验证结果支持本研究提出的所有因果假设,即构成整体服务质量的三个决定要因对顾客满足具有显著的正向影响,顾客满足对行动意图具有显著的正向影响.而且,对于中国顾客来说,服务质量决定要因对顾客满足的相对影响力依次为结果质量＞相互作用质量＞物理环境质量.     

Feedback-conditional regret theory and testing regret-aversion in risky choice

Regret is an aversive emotion experienced upon the discovery that, had a different choice been made, a higher level of utility would have obtained than actually did. Because regret can be anticipated prior to choice it can lead to regret-minimising decisions. It has been shown that the experience of post-decisional regret is generally dependent on discovering the outcome of foregone acts as well as chosen acts. The most popular version of regret theory does not include an explicit account of the impact of foregone act resolution on anticipated regret-aversion as a decision motive. This restricts its domain of applicability. This paper modifies regret theory to accommodate the impact of outcome feedback on anticipated regret-aversion. The theoretical and empirical implications of this new version of regret theory are discussed.     

成效为本教育理论对我国高等教育改革的启示倡--以英国敦提大学医学院为例

成效为本教育理论认为,教学应从学习成效出发,由此逆推整个教学过程,最终保证成效的实现。英国敦提大学医学院以该理论为基础,将教学过程分为明确社会所需、明确教育成效、确定教学大纲等十个步骤,其教学改革取得了显著成效。该校对成效为本理论的实践经验可为我国高等教育改革提供有益参考。     

The power of the context map: Designing realistic outcome evaluation strategies and other unanticipated benefits

Developing a feasible evaluation plan is challenging when multiple activities, often sponsored by multiple agencies, work together toward a common goal. Often, resources are limited and not every agency's interest can be represented in the final evaluation plan. The article illustrates how the Antecedent Target Measurement (ATM) approach to logic modeling was adapted to meet this challenge. The key adaptation is the context map generated in the first step of the ATM approach. The context map makes visually explicit many of the underlying conditions contributing to a problem as possible. The article also shares how a prioritization matrix can assist the evaluator in filtering through the context map to prioritize the outcomes to be included in the final evaluation plan as well as creating realistic outcomes. This transparent prioritization process can be especially helpful in managing evaluation expectations of multiple agencies with competing interests. Additional strategic planning benefits of the context map include pinpointing redundancies caused by overlapping collaborative efforts, identifying gaps in coverage, and assisting the coordination of multiple stakeholders.     

The Effects of Process and Outcome Similarity on Users' Evaluations of Decision Aids*

Decision aids (DA) used in online shopping contexts have been shown to improve users' product choices. Given that previous research (e.g., Byrne & Griffitt, 1973 ) has demonstrated the positive effects of perceived similarity on an individual's evaluation of others, this study investigates the effects of users' perceived similarity with a DA on their evaluations of that DA. More specifically, we investigate the effect of users' perceptions of the similarity between their own decision process and that followed by the DA to arrive at a recommendation (decision process similarity), as well as the similarity between the recommendations made by the DA and users' initial choices (outcome similarity), on their evaluations of the DA's usefulness and trustworthiness. The results of this study show that perceived process similarity exerts positive and significant effects on users' perceptions of the DA's usefulness and trustworthiness. However, the effects of perceived outcome similarity on trust are completely mediated by perceived process similarity. It is also observed that the level of the user's domain knowledge moderates the effects of perceived decision process similarity on both perceived usefulness and trustworthiness. These results have implications for DA design. It is important that designers consider the process by which users make decisions for themselves and align the DA's decision process with those of the user's, especially for the novice user. The full mediation of the effect of outcome similarity on trust by process similarity highlights how a similar decision process can mitigate some of the negative effects of outcome dissimilarity.     

Reverse Auctions to Innovate Procurement Processes: Effects of Bid Information Presentation Design on a Supplier's Bidding Outcome

Information technologies (ITs) are being used to innovate various procurement processes. This research study focuses on the supplier‐side effects of IT design choices to conduct reverse auctions, which are increasingly used to procure a wide range of products and services. IT–enabled reverse auctions enhance supplier participation across geographical boundaries, leading to more efficient pricing. However, there are growing concerns about the adverse effects of IT–enabled reverse auctions on a supplier's performance. Supplier‐side issues are gaining prominence in the reverse auction literature and are critical for the long‐term success of reverse auctions. Therefore, we focus on suppliers’ bidding outcomes and assess how the design of an IT–enabled reverse auction facilitates the auction bidding outcomes of participating suppliers. Specifically, we examine the effects of two types of bid information presentation design—full price visibility and partial price visibility—on supplier's auction bidding outcomes, across auctions with different cost certainty and suppliers bargaining power vis‐à‐vis the buyer. The results of this study contribute new knowledge about the ways to use IT for creating effective auction designs and innovating procurement through auctions to enhance both the buyer's and suppliers’ performance. We present the detailed theoretical contributions of our study and discuss the managerial implications for designers of reverse auctions.      

A Long-Term Family-Oriented Treatment for Adolescents with Substance-Related Disorders: An Outcome Study

Treatment programs for substance-disordered adolescents increasingly use family and Twelve-Step orientations. Pathway Family Center adds to that model a long term stay (9 to 15 months), a day treatment setting, and the unique feature of temporarily placing the client with the family of another client who has progressed further in the program. This outcome study surveyed the 100 clients and their parents from the first five years of the program, using mailed questionnaires and telephone interviews. Information was collected from 51% of clients and 61% of parents, and client-parent agreement was high. Ninety-eight percent of adolescents reported that they did not return to prior drug severity, 51% reported no use since discharge, 23% reported one or two relapses, 88.2% reported improved family relations, and 90.2% reported improved quality of life. In comparing those who remained completely abstinent with those who relapsed, the non-relapsers were twice as likely to have a diagnosis of uni-polar depression at admission. We hypothesize that the depression is associated with hitting bottom, an indication that the client may be motivated to commit to major change. These outcomes compare very favorably with those of other adolescent treatment programs.     

Retaining clients in an outcome monitoring evaluation study: HIV prevention efforts in community settings

The Centers for Disease Control and Prevention (CDC), Division of HIV/AIDS Prevention (DHAP) conducted outcome monitoring studies on evidence-based interventions (EBIs) provided by CDC-funded community-based organizations (CBOs). Critical to the success of outcome monitoring was the ability of CBOs to recruit and retain clients in evaluation studies. Two EBIs, Video Opportunities for Innovative Condom Education and Safer Sex (VOICES/VOCES) and Healthy Relationships, were evaluated using repeated measure studies, which require robust follow-up retention rates to increase the validity and usefulness of the findings. The retention rates were high for both VOICES/VOCES CBOs (95.8% at 30 days and 91.1% at 120 days), and Healthy Relationships CBOs (89.5% at 90 days and 83.5% at 180 days). This paper presents an overview of the retention of clients, challenges to follow-up, and strategies developed by CBOs to achieve high retention rates. These strategies and rates are discussed within the context of the CBOs’ target populations and communities.     

Chinese Construction of Adolescent Development Outcome: Themes Discerned in a Qualitative Study

Although there are well-known theories of adolescent development in the West, there is a notable lack of theory and empirical support for understanding the outcome of Chinese adolescent development. This paper examines the cultural themes that account for Chinese–Canadian parents’ and adolescent’s construction of adolescent development outcome. A qualitative study approach was used to explore the experiences and views of 19 adolescents and 10 of their parents. Four major themes identified reflect deep-rooted cultural effects. These themes include: be a good person (self-cultivation), be a good child (filial piety), be a self-reliance person to honor family (Chinese familism), and be a mature person (the quest for harmony and other-related attributes). A concept of “self in relational networks” is therefore proposed for understanding the unique outcome of Chinese adolescent development in the Chinese–Canadian context. “Self in relational network,” in this context, refers to the development of a web of good fitting, harmonious, appropriately positioned, and socially acceptable interpersonal relationships in the adult world. The view reflects the indigenous concept of “guanxi” in Chinese culture.     

A tractable model of process fairness under risk

This paper proposes a social utility model of individual preferences for process fairness that complements the Fehr–Schmidt model for outcome fairness. The model assumes that the outcome generating process rather than the actual outcomes influences fairness perceptions, and that process fairness is evaluated through comparison of expected payoffs. The process model successfully predicts data from bargaining games involving risky payoffs that neither outcome-based nor reciprocity models can explain. In a theoretical application, Machina’s parental example for non-expected utility in a distributional problem (Machina’s Mom) is analyzed by incorporating individual level process fairness preferences under expected utility.