The dynamics of customer dissatisfaction in supply chains

This paper describes field research and its findings that investigate the relationship of a firm's position in the supply chain to behaviour. Specifically, perceptions of requirements, performance and customer satisfaction/dissatisfaction are the behavioural issues of interest here. The field research was carried out in four European supply chains in the automotive aftermarket, or spares industry. It was proven statistically and qualitatively that, in the chains studied, upstream relationships contained more customer dissatisfaction and more misperceptions about performance than did downstream relationships. Delivery performance was identified as the major cause of these problems, This has implications for planning and control. First, the Forrester-type swings in information upstream, proven in industrial dynamics, make planning and control decisions more difficult; this research identifies the detrimental effect of this on customer satisfaction. Secondly, measurement of delivery performance is identified as being a critical issue; not only should measures be made in planning and control but also they should be communicated and agreed with customers to prevent misperceptions occurring. As this research showed these misperceptions to be positively correlated to customer dissatisfaction, efTort to remove them from relationships should be treated as a priority.     

浅谈教师工作中的几个关系

高等学校的教师可能承担本科生教学、科学研究、研究生培养以及教学管理等几方面的工作,如何处理这几者之间的关系,是每个高校教师必须应对的问题。从＂教师的一切工作都是为了培养学生＂这一命题出发,对这些关系进行了分析,认为教学与科学研究工作应该互补,但应始终将教学工作放在第一位。     

Evaluating heterogeneous brokerage: New conceptual and methodological approaches and their application to multi-level environmental governance networks

We present two new approaches for assessing the relative contributions of different types of actors to heterogeneous brokerage in networks. These approaches distinguish between the tendency of certain types of actors to (1) mediate between dissimilar actors (heterogeneous brokerage “activity”), and (2) be the sole mediators between dissimilar actors (“exclusivity”). We present methods for implementing these approaches, using baseline models of tie formation and node removal, respectively. To illustrate the value of both approaches, independently and in combination, we apply them to evaluate horizontal and vertical heterogeneous brokerage in two environmental governance networks. Our analysis reveals certain types of actors with high heterogeneous brokerage activity but low exclusivity (and vice versa), which has important implications for governance processes and outcomes. Likewise, results show many similarities across the evaluated networks, but also some notable differences, suggesting that the incentives and constraints for heterogeneous brokerage vary not only by actor type, but also by network-level contextual differences.     

Organizational resilience and employee work-role performance after a crisis situation: exploring the effects of organizational resilience on internal crisis communication

ABSTRACT

The purpose of this study is to explore the positive outcomes of organizational resilience to see how resilient employees can support an organization by adapting to and initiating changes during the recovery process following a crisis. This study focuses on organizational resilience generated by employees, as a resilient system, through their psychological ability and positive communication behaviors. Resilient employees can help their organization bounce back to normal functioning following a crisis. A nationwide survey (N = 830) was conducted among full-time employees in the U.S. to examine the positive effect of organizational resilience on employee work-role performance. The results indicate that organizational resilience was positively and significantly associated with: employees’ intentions for proficiency, adaptivity and proactivity of organizational members, thus contributing to organizational effectiveness after a crisis situation.     

I’m Here,You’re There: In-Absentia Caregiver Stress & Transnational Support of Elderly Mothers by Adult Children

ABSTRACT

Providing support between generations in a transnational family context is understudied in the aging literature. Specifically, this study investigated the stress experiences and stressors experienced by adult children in the United States when providing transnational support to their elderly mothers in India. Information gathered from two focus groups was supplemented by an online survey of 131 adult children. Participants expressed sentiments of worry, sadness, guilt, and especially helplessness at their limited capacity to care for their mothers from a distance. Results indicate that transnational family aged care is an important dimension of aging that requires further research. In particular, “in absentia caregiver stress” is experienced remotely, and has implications for the immigrant adult’s health and well-being.     

巴文化与三峡地缘文化的关系探析

巴人生活在三峡地区,巴文化的形成离不开三峡地区得天独厚的地理环境和社会环境。三峡文化历史久远,源远流长,不仅是早期人类的发源地,同时也是巴文化诞生和发展的源头。     

How can perceived consistency in marketing communications influence customer–brand relationship outcomes?

This paper examines the impact of perceived consistency in marketing communications on customer–brand relationship outcomes. The perception of consistent message and image through different marketing communication tools is one of the basic principles of the integrated marketing communications (IMC) approach. Although literature suggests that IMC might have an influence on customer–brand relationship outcomes, empirical evidence that supports this assumption is still weak and inconclusive. Three main brand relationship outcomes are established for the purpose of the study, i.e. trust, commitment, and loyalty. The relationships between perceived communication consistency and brand outcomes are examined in a hospitality context on a sample of 452 respondents who had to evaluate fast-food brands. Structural Equation Modelling was employed as the main technique for data analysis using Partial Least Squares (PLS). Results reveal that communication consistency has a strong direct impact on brand trust and brand loyalty. Although its influence on affective brand commitment is found to be positive, it is not statistically significant. The interrelationship between three brand relationship outcomes is also corroborated. The study contributes to our understanding of the role of IMC in the relationship marketing paradigm and provides deeper insights into the impact of communication consistency on different relationship outcomes with fast-food brands.     

Positive Emotions,Instrumental Resources,and Organizational Network Evolution: Theorizing via Simulation Research

In the workplace, people seek positive emotional experiences as well as instrumental resources while doing their work. Yet we know little about how affective micro-dynamics drive the evolution of organizational networks, influence network trajectories, and determine macro outcomes such as collective affect and overall network structure. Given the lack of theory on affective micro-dynamics and network evolution, we propose a model that includes both affective and instrumental micro-mechanisms and use simulation methods to explore evolutionary dynamics and develop new theory. The core of our model is the empirically observed tendency for people to forego the acquisition of instrumental resources to avoid a decrease in positive emotion when choosing interaction partners. We conduct “experiments” with the simulation, considering the effects of the tradeoff, dispositional affect, resource inequality, and ingroup favoritism. The results show that dispositional affect and the tradeoff have considerable effects on network trajectories, collective affect, and resource transfer. We provide new theoretical propositions about affect in organizations.     

Practice Wisdom on Custodial Parenting with Mental Illness: A Strengths View

ABSTRACT

Social work principles of strengths, empowerment, and consumer-centered care for persons with mental illness are currently being adapted to broader contexts. This article presents study findings on practice wisdom about custodial parents with mental illness, a potentially increasing group of consumers in light of mental health reform. The research team organized thirty-six professionals with practice experience into five focus groups. Findings reflect strengths perspective categories of resilience, social support, family functioning, self-care, and parents' positive experience of their symptoms. Implications discuss how providers who work with custodial parents and their children can apply these findings in assessments and interventions.     

Satisfaction with Surrogate Mothering

Abstract

Seventeen surrogate mothers were interviewed regarding their experiences and satisfaction with the process for this study. All had given birth to one or more children, and five had been a surrogate morethan once. All described their relationshipswith thecouple asbeing the key factor in their satisfaction. Other relationships identified as very importantincludedtheirsignificantother, children, friends, extendedfami-ly, and thesurrogacyprogram director. Fourfactorswerefoundtooverlap these relationships: Motivation, type of fertilization, health, and cultural factors. Arelational model is presentedwith implicationsfor socialwork practice.