Huijuan Zhou, Rui Wang, Dongyang Weng, Ruoyu Wang and Yaoqin Qiao
The interruption event will seriously affect the normal operation of urban rail transit lines,causing a large number of passengers to be stranded in the station and even making…
Abstract
Purpose
The interruption event will seriously affect the normal operation of urban rail transit lines,causing a large number of passengers to be stranded in the station and even making the train stranded in the interval between stations. This study aims to reduce the impact of interrupt events and improve service levels.
Design/methodology/approach
To address this issue, this paper considers the constraints of train operation safety, capacity and dynamic passenger flow demand. It proposes a method for adjusting small loops during interruption events and constructs a train operation adjustment model with the objective of minimizing the total passenger waiting time. This model enables the rapid development of train operation plans in interruption scenarios, coordinating train scheduling and line resources to minimize passenger travel time and mitigate the impact of interruptions. Regarding the proposed train operation adjustment model, an improved genetic algorithm (GA) is designed to solve it.
Findings
The model and algorithm are applied to a case study of interruption events on Beijing Subway Line 5. The results indicate that after solving the constructed model, the train departure intervals can be maintained between 1.5 min and 3 min. This ensures both the safety of train operations on the line and a good match with passengers’ travel demands, effectively reducing the total passenger waiting time and improving the service level of the urban rail transit system during interruptions. Compared to the GA algorithm, the algorithm proposed in this paper demonstrates faster convergence speed and better computational results.
Originality/value
This study explicitly outlines the adjustment method of using short-turn operation during operational interruptions, with train departure times and station stop times as decision variables. It takes into full consideration safety constraints on train operations, train capacity constraints and dynamic passenger demand. It has constructed a train schedule optimization model with the goal of minimizing the total waiting time for all passengers in the system.
Details
Keywords
Jing Jiang, Yuan Yuan, Yanan Dong and Huijuan Dong
This study aims to examine the joint impact of customer mistreatment (external stressor) and team performance pressure (internal stressor) on employees’ proactive customer service…
Abstract
Purpose
This study aims to examine the joint impact of customer mistreatment (external stressor) and team performance pressure (internal stressor) on employees’ proactive customer service performance (PCSP) using the stressor-emotion model.
Design/methodology/approach
The sample consisted of 220 employees and 54 branch leaders from a large restaurant chain in China. This study conducted a multi-time and multi-source design study using Mplus 7.4 to examine the hypotheses.
Findings
Customer mistreatment has a positive effect on employees’ emotional exhaustion, which further reduces PCSP. Team performance pressure strengthens the dysfunctional effect of customer mistreatment on emotional exhaustion, whereas leaders’ positive affective presence mitigates the negative relationship between emotional exhaustion and PCSP.
Originality/value
This study investigates how internal and external stressors jointly affect employees’ PCSP. Thus, it provides a comprehensive perspective of employee stress management and active service management for organization managers.
研究目的
基于压力源-情绪模型, 本研究旨在了解客户不当对待(外部压力源)和团队绩效压力(内部压力源)如何共同影响员工的主动对客服务绩效。
设计/方法/方法
我们的样本来自中国一家大型连锁餐厅的220名员工和54名分店负责人。我们进行了多时间和多来源设计, 并采用Mplus 7.4检验所有假设。
研究结果
客户不当对待会导致员工情绪衰竭, 进而降低主动对客服务绩效。团队绩效压力加强了客户不当对待对员工情绪衰竭的消极影响,而领导者积极情感体现可以减弱员工情绪衰竭对其员工主动对客服务绩效的负面影响。
原创性
本文的贡献是全面探讨内部和外部压力源如何共同影响员工的主动对客服务绩效, 从而为组织管理者提供一个更全面的员工压力管理和主动服务管理的视角。
Objetivo
Este estudio examina el impacto conjunto de los abusos de los clientez (estresor externo) y la presión sobre el rendimiento del equipo (estresor interno) en el rendimiento proactivo del servicio al cliente (PCSP) de los empleados utilizando el modelo estresor-emoción.
Diseño/metodología/enfoque
Nuestra muestra está formada por 220 empleados y 54 jefes de establecimientos pertenecientes a una gran cadena de restaurantes de China. Realizamos un diseño multitemporal y multifuente con Mplus 7.4 para examinar todas las hipótesis.
Resultados
Los abusos de los clientes tienen un efecto positivo sobre el agotamiento emocional de los empleados, lo que reduce aún más la PCSP. La presión sobre el rendimiento del equipo refuerza el efecto disfuncional del abuso de los clientes sobre el agotamiento emocional, mientras que la presencia afectiva positiva de los líderes mitiga la relación negativa entre el agotamiento emocional y la PCSP.
Originalidad/valor
Este artículo contribuye a investigar cómo los factores estresantes internos y externos afectan conjuntamente a la PCSP de los empleados. Proporciona una perspectiva más completa de la gestión del estrés de los empleados y de la gestión activa de los servicios para los directivos de las organizaciones.
Details
Keywords
- Customer mistreatment
- Employees’ emotional exhaustion
- Proactive customer service performance
- Team performance pressure
- Leaders’ positive affective presence
- 顾客不当对待、员工情绪衰竭、主动对客服务绩效、团队绩效压力、领导者积极情感体现
- Abuso del cliente
- Agotamiento emocional de los empleados
- Rendimiento proactivo del servicio al cliente
- Presión sobre el rendimiento del equipo
- Presencia afectiva positiva de los líderes
Jing Jiang, Huijuan Dong, Yanan Dong, Yuan Yuan and Xingyong Tu
Although employee overqualification is a common occurrence in the workplace, most research has focused on overqualification at the individual level rather than at the team level…
Abstract
Purpose
Although employee overqualification is a common occurrence in the workplace, most research has focused on overqualification at the individual level rather than at the team level. Drawing on social cognitive theory, this study aimed to uncover how leaders' perception of team overqualification influenced their cognition and follow-up behavior.
Design/methodology/approach
We performed two studies to test our model. In Study 1, we conducted an experiment to examine the causal relationship between leaders' perception of team overqualification and leadership self-efficacy. In Study 2, a two-wave field study was conducted to test the overall model based on a sample obtained from a steel company in China.
Findings
We found that leaders' perception of team overqualification reduced leadership self-efficacy, which in turn hindered leaders' empowering behavior. In addition, leaders' social face consciousness strengthened the negative relationship between leaders' perception of team overqualification and leadership self-efficacy, such that the relationship was more negative when leaders' social face consciousness was high rather than low.
Originality/value
Our study contributes to the literature on employee overqualification and its effects on leaders through investigation at the team level to show how leaders respond to overqualified teams.
Details
Keywords
The paper aims to discuss the amended provisions relating to protection of minority shareholders (PMS) in the newly amended Chinese Company Law and evaluate whether it adequately…
Abstract
Purpose
The paper aims to discuss the amended provisions relating to protection of minority shareholders (PMS) in the newly amended Chinese Company Law and evaluate whether it adequately protects the interests of minority shareholders.
Design/methodology/approach
In total, 26 cases will be examined by discussing the characteristics of the relevant parties involved, specifically plaintiffs, defendants, their lawyers, judges and also the grounds of complaint. A comparison will be made between the cases decided by following the first Company Law (1994) and the cases decided in accordance with the newly amended Company Law (2006).
Findings
The findings indicate that the amended Company Law has removed certain drawbacks in PMS present in the first Company Law (1994) but the New Company Law can protect interests of minority shareholders only to a certain extent. Further amendments are still needed.
Originality/value
This is one of the first studies to actually examine the implementation of PMS‐related provisions in the newly amended Company Law.
Details
Keywords
Jianhua Zhu, Luxin Wan, Huijuan Zhao, Longzhen Yu and Siyu Xiao
The purpose of this paper is to provide scientific guidance for the integration of industrialization and information (TIOII). In recent years, TIOII has promoted the development…
Abstract
Purpose
The purpose of this paper is to provide scientific guidance for the integration of industrialization and information (TIOII). In recent years, TIOII has promoted the development of intelligent manufacturing in China. However, many enterprises blindly invest in TIOII, which affects their normal production and operation.
Design/methodology/approach
This study establishes an efficiency evaluation model for TIOII. In this paper, entropy analytic hierarchy process (AHP) constraint cone and cross-efficiency are added based on traditional data envelopment analysis (DEA) model, and entropy AHP–cross-efficiency DEA model is proposed. Then, statistical analysis is carried out on the integration efficiency of enterprises in Guangzhou using cross-sectional data, and the traditional DEA model and entropy AHP–cross-efficiency DEA model are used to analyze the integration efficiency of enterprises.
Findings
The data show that the efficiency of enterprise integration is at a medium level in Guangzhou. The efficiency of enterprise integration has no significant relationship with enterprise size and production type but has a low negative correlation with the development level of enterprise integration. In addition, the improved DEA model can better reflect the real integration efficiency of enterprises and obtain complete ranking results.
Originality/value
By adding the entropy AHP constraint cone and cross-efficiency, the traditional DEA model is improved. The improved DEA model can better reflect the real efficiency of TIOII and obtain complete ranking results.
Details
Keywords
Yingfeng Zhang, Lin Zhao and Cheng Qian
The huge demand for fresh goods has stimulated lots of research on the perishable food supply chain. The characteristics of perishable food and the cross-regional transportation…
Abstract
Purpose
The huge demand for fresh goods has stimulated lots of research on the perishable food supply chain. The characteristics of perishable food and the cross-regional transportation have brought many challenges to the operation models of perishable food supply chain. The purpose of this paper is to address these challenges based on the real-time data acquired by the Internet of Things (IoT) devices.
Design/methodology/approach
IoT and the modeling of the Supply Hub in Industrial Parks were adopted in the perishable food supply chain.
Findings
A conceptual model was established for the IoT-enabled perishable food supply chain with two-echelon supply hubs. The performance of supply chain has improved when implementing the proposed model, as is demonstrated by a case study.
Originality/value
By our model, the supply hubs which act as the dominators of the supply chain can respond to the real-time information captured from the operation processes of an IoT-enabled supply chain, thus to provide public warehousing and logistic services.