客户支持对一线服务员工服务绩效的影响——基于自我验证理论的视角

基于自我验证理论, 文章探讨了客户支持能否通过组织自尊的中介作用促进员工服务绩效(角色内服务绩效和主动服务客户行为), 以及员工促进定向和内控的调节作用。针对3时间点的调查得到652名员工和139名主管的配对数据进行分析, 结果显示：(1)客户支持会显著正向影响员工组织自尊, 进而显著影响他们的角色内服务绩效和主动服务客户行为; (2)员工促进定向正向调节客户支持对员工组织自尊的影响; (3)员工内控负向调节客户支持对员工组织自尊的影响。研究结果拓展了员工服务绩效的机制研究, 为组织提升员工服务绩效提供了新的思路。     

Consumer complaints and recovery through guaranteeing self‐service technology

Self‐service technologies are shaping the future of consumer behaviour, yet consumers often experience service failure in this context. This conceptual paper focuses on self‐service technology failure and recovery. A consumer perspective is taken. Recovering from self‐service technology failure is fraught with difficulty, mainly because of the absence of service personnel. The aim of this paper is to present a theoretical framework and associated research propositions in respect to the positive role that service guarantees can play in the context of self‐service technology failure and recovery. It contributes to the consumer behaviour domain by unifying the theory pertaining to consumer complaint behaviour, service recovery, specifically consumers' perceptions of justice, and service guarantees, which are set in a distinctive self‐service technology context. It is advanced that service guarantees, specifically multiple attribute‐specific guarantees, are associated with consumer voice complaints following self‐service technology failure, which is contingent on the attribution of blame in the light of consumers' production role. Service guarantees are argued to be associated with consumers' perceptions of just recovery in the self‐service technology context when they promise to fix the problem, compensate only when the problem cannot be remedied, offer a choice of compensation that is contingent on failure severity, afford ease of invocation and collection, and provide a personalised response to failures. Previous classifications of SSTs are used to highlight the applicability of guarantees for different types of SSTs. Managerial implications based on the theoretical framework are presented, along with future research directions. Copyright © 2011 John Wiley & Sons, Ltd.     

Social Values and the Creative Ethos in the Greek Knowledge Society: A Phenomenological Analysis

Departing from Richard Florida's theory of the Creative Class, this article attempts to delineate the Greek creative ethos. The research involved in-depth interviews with knowledge and service workers in Greece. Adopting an existential view of creativity, which emphasizes the natural human inclination to create and engage with one's acts, and using valuing processes as tools to analyze workers’ discourses opens up the elements that underpin workers’ efforts to experience authenticity across life spheres and construct the meaning of work and good living. These efforts were sketched against a backdrop of adverse lived realities and intersected with anxious, alienated, and disempowered constructions of selfhood. Contrary to Florida's claims, the present article goes beyond positions of more or less creative workers and examines the various meanings of creativity underpinned by different lived realities.     

Characteristics of congregations that might increase their participants’ risk of depression

This research examines some characteristics of congregations that might increase the risk of their participants being depressed. Analysing data from the Portraits of American Life Study Wave 1 (2006), this research found that those affiliated with a congregation that did not meet their spiritual needs had arguments about traditional versus contemporary beliefs, made them feel like outsiders, and had unsatisfactory decision-making processes which were more likely to feel depressed than their counterparts. The findings of this research suggest that to alleviate the problem of depression, individuals need to choose a congregation that meets their spiritual needs and makes them feel accepted, rather than just attending any congregations.     

医疗服务成本控制过程伦理范式的选择

不同伦理范式对医疗服务成本控制过程会产生不同的影响.运用经济伦理学及管理伦理学的原理和方法,结合医疗卫生服务机构的行业性质及特点,选择出现实可行的医疗服务成本控制过程的伦理范式.使医疗卫生服务机构在医疗服务成本控制过程中,从成本控制标准的确定、成本控制方法及途径的选择到成本控制结果的分析及考评等环节融入相关伦理内涵.使医疗服务成本控制更好地遵循恰当的伦理范式,更好地履行医疗卫生服务机构的宗旨和职责.     

脊髓损伤者生育困难与服务需求调查

对63名18岁以上未婚或已婚未生育子女的脊髓损伤者进行问卷调查,并对其中17人进行了深入访谈,了解其生育愿望、影响因素与生育服务现状,探讨解决脊髓损伤者生育困难的方法和措施.调查发现,脊髓损伤者生育愿望普遍而迫切,受到经济水平、教育背景、生活环境、其他脊髓损伤者生育经历等多方面因素影响;同时发现社会对此问题关注不够、认识不足、服务缺失.建议从改善环境、提高认识、普及知识、专业培训、建立制度等方面对脊髓损伤者提供专业化服务,解决生育困难,保障生育权力.     

The Theory-Practice Gap in Cognitive-Behavior Therapy

This special series is devoted to understanding the theory-practice gap in cognitive-behavior therapy (CBT). Although CBT enjoys considerable empirical support, and is widely recognized as an efficacious approach to a diversity of psychiatric disorders and includes many different forms of treatment, it is unclear whether clinicians are familiar with the underlying theories of the treatments they are practicing. Moreover, it is unclear to what degree an understanding of the theory is necessary for effective practice. Gaining clarity on the role of understanding underlying theory and identifying potential disparities between theory and practice may have implications for the way graduate training programs are structured and current professionals approach continuing education. A brief exploration of these implications will be offered by introducing issues related to the scientist-practitioner model and dissemination of efficacious treatments, in addition to an outline of potential advantages and disadvantages of knowing underlying theory. This special series will then feature several major approaches to treatment wherein the role of theory and practice are discussed.     

Service User Perception of and Satisfaction with Programs Having Higher Education and Employment Goals for People Diagnosed with Mental Illness

This study examined quantitative and qualitative outcomes of service users’ perceptions of and satisfaction with a program having higher education and employment goals. In a one-group post-test design, 48 participants with various mental health diagnoses completed a quantitative questionnaire and 29 of those participated in qualitative focus groups. Participants identified positive and negative aspects of the program and provided recommendations for change. Results indicated that service users with higher education and employment goals benefit from a multi-faceted program that includes person-centered individualized care, concrete, goal-directed activities, practitioners who are compassionate and knowledgeable, and plans addressing setbacks and obstacles.     

心理健康服务人员胜任特征与服务满意度的关系*

为考察心理健康服务人员胜任特征与服务双方满意度的关系,对分布于不同机构的心理健康服务人员及其来访者进行问卷调查。结果表明:心理健康服务人员胜任特征总分与自身服务满意度、来访者满意度均呈正相关,与自身服务满意度相关达到显著水平。胜任特征高分组心理健康服务人员自身服务满意度显著高于低分组自身服务满意度。与心理健康服务人员自身服务满意度显著相关的胜任特征条目,多数与知识、技能有关;与来访者满意度显著相关的胜任特征条目,均为来访者能感受到的与咨询关系建立有关的条目。     

Level of service delivery of public transport and mode choice in Accra,Ghana

Worsening traffic congestion and air quality has been associated with the proliferation of informal operation of private microbus and minibus in African cities. It is recognised that large buses hold the promise of relieving the growing congestion of African cities if they are managed efficiently and sustainably.It is in line with this that this study seeks to explore the reasons behind commuters’ non-preference of Metro Mass Transit (MMT) for intra-city commuting in Accra, Ghana. A revealed preference survey was administered to 134 commuters to find out the reasons behind their non-preference and their perception of the level of service (LOS) delivery of the Metro Mass Transit.The Study revealed that though Metro Mass Transit was 20% cheaper in terms of price, commuters perceived its service delivery as poor. Over-crowding of buses, non-adherence to time schedule, long in-vehicle time, perception of not getting access to seats, non-availability of bus at respondents’ origins and destinations, accessibility of alternative modes and long waiting times for buses accounted for the major reasons for non-preference.Metro Mass Transit Limited’s improvement in its service attributes especially in-vehicle time, waiting time, comfort, reliability and accessibility is a means of increasing its modal share. Adherence to these is the surest way to achieving the objective of promoting mass transit in Accra by shifting people from the use of unsustainable modes such as mini-buses and taxis to the use of efficient high capacity systems as Metro Mass Transit.