Online service recovery tools such as managerial responses are increasingly used by service providers to address customer concerns in online WOM platforms. In this paper, we analyze the effectiveness of such online service recovery effort on customer satisfaction using data retrieved from a...

This study seeks to evaluate the service quality of hotels in the Yunnan province of China and to explore the effects of changes in service quality on customer satisfaction, customer loyalty, and brand image. This study uses both quantitative and qualitative methodologies. A total of 412...

This study examines two issues which have challenged prior experimental or survey research: (1) whether the time-varying effects of service recovery on customer satisfaction may follow a long decay or short decay and (2) why and what service recovery efforts have a higher and quicker buildup,...

Despite the prevalence of school tracking, evidence on whether it improves student success is mixed. This paper studies how tracking within high school impacts high-achieving students' short- and longer-term academic outcomes. Our setting is a large and selective Chinese high school, where...

This paper investigates the impacts of teacher characteristics on student performance using a nationally representative and randomly assigned teacher-student sample in China. We find that having a more experienced or female homeroom teacher (HRT) with additional classroom management duties...

Competition is widely used to increase effort and performance. However, in many domains, performance not only depends on individual effort but also on cooperation between agents. In such cases, competition may decrease individual performance because it may weaken the cooperation between agents...

Using administrative data on the Chinese National College Entrance Examination, we study how heuristic information processing affects individuals' self-evaluation when applying to colleges. We find evidence that, despite individuals' tendency to seek evidence to enhance self-esteem, there is...

This study uses data envelopment analysis (DEA) to examine the relative efficiency in the production of research of 109 Chinese regular universities in 2003 and 2004. Output variables measure the impact and productivity of research; input variables reflect staff, students, capital and resources....