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The outbreak of the COVID-19 pandemic plunged global tourism into a huge crisis in 2020. China was confronted with a wave of cancellations by tourism consumers due to COVID-19 and tourist complaints rose dramatically during this period. Although tourism enterprises have quickly introduced measures in response, the effectiveness of targeted policies is expected to be evaluated. Concerned about this phenomenon, this study aims to provide insights into the dim prospects of the tourism industry and to bridge the gap between tourists and enterprises.

The current study adopts a two-step method that combines automatic and manual content analysis to contrastively analyse 647 complaints from the Sina platform and the measures of five online travel agencies (OTAs) taken to deal with COVID-19.

The results reveal that the COVID-19-related information and policies issued by official departments had a promoting effect on tourist complaints. OTAs were the main target of complainers, and three themes of complaints were identified, namely, cancellation barriers, refund barriers and customer relationship management. Although tourism enterprises’ policies covered most dimensions of the three themes, more detailed and mutually beneficial policies need to be formulated in the face of a new round of cancellations.

This research attempts to investigate tourism customer complaint behaviours in the case of COVID-19 and to provide tourism enterprises receiving different complaints with practical insights into crisis management. It contributes to simultaneously minimizing business losses and maintaining customer relationships in the service industry, improving the industry’s performance under potential crises in the future.

危机信息、沟通策略和客户投诉行为:以COVID-19为例

2020年, 新冠肺炎大流行的爆发使全球旅游业陷入巨大危机。由于新冠肺炎疫情, 中国面临了旅游消费者的退订浪潮, 期间游客投诉大幅上升。虽然旅游企业迅速采取了应对措施, 但预期将评估有针对性的政策的有效性。考虑到这一现象, 本研究旨在为旅游业的暗淡前景提供见解, 并弥合游客和企业之间的差距。

本研究采用自动内容分析和人工手动编码相结合的两步方法, 对来自新浪平台的647起游客投诉和5家在线旅行社应对COVID-19的措施进行对比分析。

结果显示, 官方部门发布的新冠肺炎相关信息和政策对旅游投诉的数量起到了刺激作用。在线旅行社是投诉者的主要目标, 并确定了游客投诉的三个主题:取消障碍、退款障碍和客户关系管理。虽然旅游企业政策涵盖了这三个主题的大部分层面, 但面对新一轮的取消, 还需要制定更详细和互利的政策。

本研究试图调查COVID-19情况下的旅游客户投诉行为, 为收到不同投诉的旅游企业提供危机管理的实用见解。它有助于在服务行业同时减少业务损失和维护客户关系, 提高行业在未来潜在危机下的绩效。

Información de crisis, estrategias de comunicación y medidas adoptadas ante las reclamaciones de los clientes: el caso de COVID-19

El presente estudio adopta un método en dos fases que combina el análisis de contenido automático y manual para analizar de forma contrastiva 647 reclamaciones de la plataforma Sina y las medidas de cinco agencias de viajes online (OTA) adoptadas para hacer frente a la COVID-19.

El estallido de la pandemia COVID-19 sumió al turismo mundial en una enorme crisis en 2020. China tuvo que hacer frente a una oleada de cancelaciones por parte de los consumidores turísticos debido a la COVID-19, y las quejas de los turistas aumentaron drásticamente durante este periodo. Aunque las empresas turísticas introdujeron rápidamente medidas de respuesta, se espera que se evalúe la eficacia de dichas políticas. Preocupado por este fenómeno, el presente estudio pretende aportar información sobre las sombrías perspectivas de la industria turística y tender un puente entre los turistas y las empresas.

Los resultados revelan que la información y las políticas relacionadas con el COVID-19 emitidas por los departamentos oficiales tuvieron un efecto promotor de las quejas de los turistas. Las OTAs fueron el principal objetivo de los reclamantes, y se identificaron tres temas de reclamaciones: barreras de cancelación, barreras de reembolso y gestión de la relación con el cliente. Aunque las políticas de las empresas turísticas cubrían la mayoría de las dimensiones de los tres temas, es necesario formular políticas más detalladas y mutuamente beneficiosas ante una nueva oleada de cancelaciones.

Esta investigación trata de investigar el comportamiento de las reclamaciones de los clientes turísticos en el caso de COVID-19 y de proporcionar a las empresas turísticas que reciben diferentes reclamaciones una visión práctica de la gestión de crisis. Contribuye a minimizar simultáneamente las pérdidas comerciales y a mantener las relaciones con los clientes en el sector de los servicios, mejorando el rendimiento de la industria ante posibles crisis en el futuro.

This paper aims to explore the pathways of carbon transfer in 200 US corporations along with the motivations that drive such transfers. The particular focus is on each firm’s embeddedness in the global value chain (GVC) and the influence of environmental law, operational costs and corporate social responsibility (CSR). The insights gleaned bridge a gap in the literature surrounding GVCs and corporate carbon transfer.

The methodology comprised a two-step research approach. First, the authors used a two-sided fixed regression to analyse the relationship between each firm’s embeddedness in the GVC and its carbon transfers. The sample consisted of 217 US firms. Next, the authors examined the influence of environmental law, operational costs and CSR on carbon transfers using a quantitative comparison analysis. These results were interpreted through the theoretical frameworks of the GVC and legitimacy theory.

The empirical results indicate positive relationships between carbon transfers and GVC embeddedness in terms of both a firm’s position and its degree. From the quantitative comparison, the authors find that the pressure of environmental law and operational costs motivate these transfers through the value chain. Furthermore, CSR does not help to mitigate transfers.

The findings offer insights for policymakers, industry and academia to understand that, with globalised production and greater value creation, transferring carbon to different parts of the GVC – largely to developing countries – will only become more common. The underdeveloped nature of environmental technology in these countries means that global emissions will likely rise instead of fall, further exacerbating global warming. Transferring carbon is not conducive to a sustainable global economy. Hence, firms should be closely regulated and given economic incentives to reduce emissions, not simply shunt them off to the developing world.

Carbon transfer is a major obstacle to effectively reducing carbon emissions. The responsibilities of carbon transfer via GVCs are difficult to define despite firms being a major consideration in such transfers. Understanding how and why corporations engage in carbon transfers can facilitate global cooperation among communities. This knowledge could pave the way to establishing a global carbon transfer monitoring network aimed at preventing corporate carbon transfer and, instead, encouraging emissions reduction.

This study extends the literature by investigating carbon transfers and the GVC at the firm level. The authors used two-step research approach including panel data and quantitative comparison analysis to address this important question. The authors are the primary study to explore the motivation and pathways by which firms transfer carbon through the GVC.

This paper is supposed to provide a critical review of current research progress on thermal management in grinding of superalloys, and future directions and challenges. By understanding the current progress and identifying the developing directions, thermal management can be achieved in the grinding of superalloys to significantly improve the grinding quality and efficiency.

The relevant literature is collected from Web of Science, Scopus, CNKI, Google scholar, etc. A total of 185 literature is analyzed, and the findings in the literature are systematically summarized. In this case, the current development and future trends of thermal management in grinding of superalloys can be concluded.

The recent developments in grinding superalloys, demands, challenges and solutions are analyzed. The theoretical basis of thermal management in grinding, the grinding heat partition analysis, is also summarized. The novel methods and technologies for thermal management are developed and reviewed, i.e. new grinding technologies and parameter optimization, super abrasive grinding wheel technologies, improved lubrication, highly efficient coolant delivery and enhanced heat transfer by passive thermal devices. Finally, the future trends and challenges are identified.

Superalloys have excellent physical and mechanical properties, e.g. high thermal stability, and good high-temperature strength. The superalloys have been broadly applied in the aerospace, energy and automobile industries. Grinding is one of the most important precision machining technologies for superalloy parts. Owing to the mechanical and physical properties of superalloys, during grinding processes, forces are large and a massive heat is generated. Consequently, the improvement of grinding quality and efficiency is limited. It is important to conduct thermal management in the grinding of superalloys to decrease grinding forces and heat generation. The grinding heat is also dissipated in time by enhanced heat transfer methods. Therefore, it is necessary and valuable to holistically review the current situation of thermal management in grinding of superalloys and also provide the development trends and challenges.

The objective of this study is to examine how formal and informal institutional environment influences managers’ fair value opinion shopping behaviour in the largest International Financial Reporting Standards adopter, China.

To test the hypotheses, I conduct a 2 × 2 between-subject randomised experiment since the inferences about cause and effect are important in this study. The between-subject experimental situations are manipulated on the basis of the financial condition of companies and boards’ oversight.

I find that managers are likely to seek favourable fair value opinions from external valuation professionals when they are under the weak boards’ oversight and high stress to meet the regulation target of the China Securities Regulatory Commission. These results are more pronounced for managers with higher both rent-seeking and favour-seeking guanxi orientations are more likely to engage in fair value opinion shopping.

Consistent with theoretical analysis of Balfoort et al. (2017), this study provides empirical evidence that guanxi influences the neutrality and faithful representation in fair value measurement in China. In addition, the findings extend Salzsieder’s study (2015) and reflect the context-embeddedness nature of accounting.

The online-to-offline (O2O) business is developing rapidly and is highly popular in many countries. Nevertheless, O2O suffers from a large number of customer complaints that result in consumer loss. Focusing on the O2O context, this study integrates expectation disconfirmation theory (EDT) and justice theory to investigate consumers' dissatisfaction toward O2O websites.

A research model was proposed and tested using 329 survey responses.

Results show that the identified website disconfirmation and offline service disconfirmation could lead to consumer dissatisfaction. Importantly, the impacts of disconfirmation factors are contingent upon the justice perception of consumers. When a transaction is perceived as unfair, website disconfirmation arouses a higher level of dissatisfaction, and the negative emotions could transfer from O2O and damage the website's reputation.

This study explores the continuance intentions of customers toward O2O websites from a dissatisfaction perspective, with insights for future service studies and O2O service managers.

The purpose of this paper is to analyze the impact of paternalistic leadership on innovation.

This paper conceptualizes an integrated model that combines the dual‐core model and ambidextrous model of innovation. Using a sample of 159 Chinese high‐tech enterprises, some hypotheses are tested.

The results show: authoritarianism has a directly negative effect on exploitative innovation and positively moderates the effectiveness of exploitative innovation; benevolence has a directly positive effect both on exploratory innovation and exploitative innovation; benevolence negatively moderates the effectiveness of exploratory innovation and positively moderates the effectiveness of exploitative innovation.

This paper adopts the cross‐sectional study design, while innovation and formation of the implementation are relatively long‐term, dynamic processes. Thus, longitudinal design is a direction worth trying in follow‐up studies. Besides, using random samples affects to some extent the conclusion's generalizability.

Proper patriarchal leadership behavior (authoritarianism/benevolence) should be employed in the face of different types of innovation activities (exploratory innovation/exploitative innovation) and at the different stages of innovative activities (innovation ideas emerging stage/innovation behavior implementation stage). If properly used, patriarchal leadership with both authoritarianism and benevolence will effectively enhance innovation performance. Conversely, it may produce negative effects.

This paper has studied the influence of paternalistic leadership on exploratory and exploitative innovation. Different from the existing literature, this paper based on Daft's dual‐core model and Duncan's ambidextrous model and builds an integrated model.

The purpose of this paper is to suggest two main objectives: to analyze if the size of the company is determined by the use of external legal and human resources (HR) advice; and to analyze if the size of the family business is determined by the use of these two same types of external advice.

The assessment is developed (2,013 firms, the Spanish industrial sector) by using descriptive statistics to compare the features of the different types of firms in the sample: family and non-family ones. This is completed with a test of equality of means and using econometric models.

Regarding legal advice, results show that as far as legal matters are concerned, when family businesses make greater use of this type of advice, they are smaller. This is a remarkable and interesting result because it differs from non-family firms, in which the use of this type of advice is positively related with size. Regarding the use of HR advice, while it remains significant in general cases with a positive result, this is not the same for family firms.

The use of advising in family firms is seldom dealt with in the literature, despite its helpfulness for family firm managers. There is gap in this field and a great deal of interesting research remains to be developed, because the authors consider that factors determining the use of advice in family and non-family firms are different.

El presente documento propone dos objetivos principales: (1) analizar si el tamaño de la empresa está relacionado con el uso de asesoramiento externo tanto jurídico como de recursos humanos. (2) examinar si para el caso de la empresa familiar su tamaño está relacionado por el uso de estos dos mismos tipos de asesoramiento externo.

El análisis se desarrolló (2.013 empresas, el sector industrial español) utilizando técnicas de la estadística descriptiva para comparar las características de los diferentes tipos de empresas de la muestra: familiares y no familiares queridos. Esto se completa con una prueba de la igualdad de medios y el uso de modelos econométricos.

En cuanto a asesoramiento jurídico, los resultados muestran que, en lo que se refiere a asuntos legales, las empresas familiares hacen un mayor uso de este tipo de consejos a medida que son más pequeñas. Este es un resultado notable e interesante, ya que se diferencia de las no familiares, en las que el uso de este tipo de asesoramiento se relaciona positivamente con el tamaño. Respecto al uso de asesoramiento de recursos humanos, mientras que sigue siendo significativa en los casos generales con un resultado positivo, este no es el mismo para las empresas familiares.

El uso de asesoramiento en las empresas familiares rara vez se aborda en la literatura, a pesar de su utilidad para los directivos de este tipo de empresas. Hay un vacío en este campo y una gran cantidad de investigación interesante que queda por desarrollar, teniendo en cuenta sobre todo, que los factores que determinan el uso de asesoramiento en las empresas familiares y no familiares no son los mismos.

Accurate presentation of the rock microstructure is critical to the grain-scale analysis of rock deformation and failure in numerical modelling. 3D granite microstructure modelling has only been used in limited studies with the mineral pattern often remaining poorly constructed. In this study, the authors developed a new approach for generating 2D and 3D granite microstructure models from a 2D image by combining a heterogeneous material reconstruction method (simulated annealing method) with Voronoi tessellation.

More specifically, the stochastic information in the 2D image is first extracted using the two-point correlation function (TPCF). Then an initial 2D or 3D Voronoi diagram with a random distribution of the minerals is generated and optimised using a simulated annealing method until the corresponding TPCF is consistent with that in the 2D image. The generated microstructure model accurately inherits the stochastic information (e.g. volume fraction and mineral pattern) from the 2D image. Lastly, the authors compared the topological characteristics and mechanical properties of the 2D and 3D reconstructed microstructure models with the model obtained by direct mapping from the 2D image of a real rock sample.

The good agreements between the mapped and reconstructed models indicate the accuracy of the reconstructed microstructure models on topological characteristics and mechanical properties.

The newly developed reconstruction method successfully transfers the mineral pattern from a granite sample into the 2D and 3D Voronoi-based microstructure models ready for use in grain-scale modelling.

The purpose of this paper is to explore the effect of organizational psychological ownership (OPO) and organization-based self-esteem (OBSE) on positive organizational behaviors (POBs).

Based on empirical survey, 2,566 employees from 45 production enterprises in China were surveyed by a self-designed questionnaire on OPO, OBSE and POB. Then, the methods of correlation analysis, multiple regressions, impact effect and path analysis were used to verify the research hypothesis.

The results showed that POB is positively related to OPO and OBSE, and that OPO and OBSE are positive predictors of POBs. The results also demonstrated that OBSE has partial mediating effects on OPO and POB. In particular, psychological ownership has a significant impact on each sub-factor of POB, while OBSE has a remarkable effect on the behavior of devotion and interpersonal harmony.

This is a non-experimental field study and as such inferences about causality are limited, and there is a possibility that the results may be influenced by common method variance.

The findings of the present study reveal that to strengthen employees’ POBs, manager should enhance employees’ OPO and OBSE, and therefore the organizational performance and the individual efficacy will be improved.

This is the first research which studies the relationship among OPO, POB and OBSE under the background of China.