Customer service is the act of supporting customers of a business that can break a business or generate profit in the competitive environment with growing customers’expectations.Regarding the critical role of custome...Customer service is the act of supporting customers of a business that can break a business or generate profit in the competitive environment with growing customers’expectations.Regarding the critical role of customer service to differentiate between businesses,it is considered as one of the top considerations in businesses.However,there is a range of key factors that are tied to the success of a customer service provider in offering quality customer service that will eventually lead the business through exceeding or falling short in responding to customers’expectations.Besides,businesses are prone to face some challenges in the employment of customer services that are required to be addressed.This paper aims to discuss the importance of customer service and the establishment of an efficient customer service strategy in business considering different influential factors that affect offering quality customer services.It also explains challenges that businesses may face in providing amazing customer services and how to address them.展开更多
The article is to introduce author's research results in recent years in the field of leadership behavior. The main researches conducted in this field include competency model of senior executives in communication...The article is to introduce author's research results in recent years in the field of leadership behavior. The main researches conducted in this field include competency model of senior executives in communication industry and family firms; transformational leadership and its relationship with leadership effectiveness, the impact of supervisor's feedback on employees' behavior and the cross-culture study of supervisor's feedback. Theoretical and practical contributions of these researches are explained. Directions for future research are discussed.展开更多
As a trait, leader confidence has been examined in major leadership theories, such as transformational/charismatic, Pygmalion, and empowering leadership. However, how confidence affects leadership effectiveness remain...As a trait, leader confidence has been examined in major leadership theories, such as transformational/charismatic, Pygmalion, and empowering leadership. However, how confidence affects leadership effectiveness remains an empirical question. Conceptualizing leadership confidence in two behavioral approaches-emonstrating self-confidence （DC-self） and demonstrating confidence in followers （DC-follower）--this study tests the independent effects of the two DC behaviors as well as their interactive effects with firm environment on followers＇ commitment. Results of Hierarchal Linear Modeling analyses suggest that both DC behaviors have significant impact on follower commitment and their effects attenuate each other. Results also reveal that DC-self interacts with firm environment to influence follower commitment. The effect of DC-self on follower commitment is stronger in a more competitive environment. Those findings and their implications for leadership research and practice are discussed.展开更多
In this paper, we argue that national culture is important in interpreting the differences of entrepreneurial activities between countries. Furthermore, national wealth plays a moderating role between national culture...In this paper, we argue that national culture is important in interpreting the differences of entrepreneurial activities between countries. Furthermore, national wealth plays a moderating role between national culture and entrepreneurial activities. Datasets from the Global Leadership and Organizational Behavior Effectiveness （GLOBE） project and Global Entrepreneurship Monitor （GEM） study were analyzed. We find that there are interaction effects between GDP, a proxy for national wealth, and several cultural dimensions on entrepreneurial activities. More traditional cultural variables （in-group collectivism, humane orientation, and power distance） enhance early-stage and established entrepreneurship in low- and medium-GDP countries, but hinder early-stage and established entrepreneurship in high-GDP countries. More modernistic cultural variables （performance orientation, future orientation, and uncertainty avoidance） promote high-growth and high-innovation entrepreneurship in some situations, especially in high-GDP countries. Implications and limitations are discussed.展开更多
文摘Customer service is the act of supporting customers of a business that can break a business or generate profit in the competitive environment with growing customers’expectations.Regarding the critical role of customer service to differentiate between businesses,it is considered as one of the top considerations in businesses.However,there is a range of key factors that are tied to the success of a customer service provider in offering quality customer service that will eventually lead the business through exceeding or falling short in responding to customers’expectations.Besides,businesses are prone to face some challenges in the employment of customer services that are required to be addressed.This paper aims to discuss the importance of customer service and the establishment of an efficient customer service strategy in business considering different influential factors that affect offering quality customer services.It also explains challenges that businesses may face in providing amazing customer services and how to address them.
基金Supported by the Social Science Base Momentous Program, Ministry of Education (No. 02JAZJD630002)
文摘The article is to introduce author's research results in recent years in the field of leadership behavior. The main researches conducted in this field include competency model of senior executives in communication industry and family firms; transformational leadership and its relationship with leadership effectiveness, the impact of supervisor's feedback on employees' behavior and the cross-culture study of supervisor's feedback. Theoretical and practical contributions of these researches are explained. Directions for future research are discussed.
基金Acknowledgements We thank the Chinese University of Hong Kong （2070239/MR99/003/ 2070220） and the National Natural Science Foundation of China （71372160） for the grant that made this study possible. We thank Wei-ku Wu of Tsinghua University, Yong-gang Fu of Dalian Polytech University and Yong-kang Yang of Fudan University for helping collect the data.
文摘As a trait, leader confidence has been examined in major leadership theories, such as transformational/charismatic, Pygmalion, and empowering leadership. However, how confidence affects leadership effectiveness remains an empirical question. Conceptualizing leadership confidence in two behavioral approaches-emonstrating self-confidence （DC-self） and demonstrating confidence in followers （DC-follower）--this study tests the independent effects of the two DC behaviors as well as their interactive effects with firm environment on followers＇ commitment. Results of Hierarchal Linear Modeling analyses suggest that both DC behaviors have significant impact on follower commitment and their effects attenuate each other. Results also reveal that DC-self interacts with firm environment to influence follower commitment. The effect of DC-self on follower commitment is stronger in a more competitive environment. Those findings and their implications for leadership research and practice are discussed.
文摘In this paper, we argue that national culture is important in interpreting the differences of entrepreneurial activities between countries. Furthermore, national wealth plays a moderating role between national culture and entrepreneurial activities. Datasets from the Global Leadership and Organizational Behavior Effectiveness （GLOBE） project and Global Entrepreneurship Monitor （GEM） study were analyzed. We find that there are interaction effects between GDP, a proxy for national wealth, and several cultural dimensions on entrepreneurial activities. More traditional cultural variables （in-group collectivism, humane orientation, and power distance） enhance early-stage and established entrepreneurship in low- and medium-GDP countries, but hinder early-stage and established entrepreneurship in high-GDP countries. More modernistic cultural variables （performance orientation, future orientation, and uncertainty avoidance） promote high-growth and high-innovation entrepreneurship in some situations, especially in high-GDP countries. Implications and limitations are discussed.
