基于服务质量模型的快递服务质量差距分析

通过顾客感知快递服务质量模型提出了快递企业服务质量所包含的内容;建立了快递服务质量差距分析模型,利用模型对五种快递服务质量差距的形成过程和原因进行了分析.通过调研得到了某快递公司201 1年1-5月份业务量数据及遗失率,损坏率、一般失误率、中转准点率统计数据,借助快递服务质量差距分析模型通过这四个指标对该快递公司的快递服务质量的进行了分析评价,找到了快递服务质量差距产生的原因,提出了提高快递服务质量的措施.结果表明,质量差距分析模型能够有效地分析和评价快递服务质量.     

电子商务环境下消费者冲动性购买影响因素研究

通过文献研究、深度访谈和预调查,提炼了26个影响消费者网上冲动性购买的因素;通过问卷调查和探索性因子分析、验证性因子分析,将26个因素归纳为6类;采用主成份分析方法计算出6类因素权重从高到低依次是“降价让利促销”、“全面购物承诺”、“良好交易记录”、“优质互动服务”、“优良网店建设”和“详尽产品介绍”;通过独立样本T检验和ANOVA单因素方差分析发现,消费者性别、年龄和受教育程度对网上冲动性购买有一定影响,但网上购物频率和购买产品类别对网上冲动性购买没有显著影响.     

网上银行持续使用行为研究

文章探讨了影响网上银行持续使用行为的因素,建立了包括网站质量(系统质量、信息质量、服务质量)感知、感知有用性、顾客满意度、感知价值、持续使用行为五个因素在内的研究假设模型。经过统计分析得出如下结论:(1)在整体样本中,对顾客持续使用行为的影响以满意度最为显著,其次是感知有用性和感知价值。(2)通过服务质量、系统质量及信息质量可以提升顾客满意度、有用性和价值感知。(3)满意度会受到感知质量、感知价值和有用性感知的影响;其中,感知质量中的服务质量对顾客满意度的影响最为显著。     

网上银行使用意向影响因素研究——以南京在校大学生为例

文章通过对大学生网上银行使用情况的问卷调查,分析了网上银行服务质量、感知可用性、感知易用性、感知风险和银行品牌5个因素对网上银行的使用意图的影响程度及大学生使用网上银行的动因及不使用的原因,为银行改进网上银行服务提供参考依据。     

论服务企业质量管理

<正>服务产品由于具有无形性、不可分性、易变性和不可储存性四个不同于实物产品的特点,使得服务质量也具有不同于实物产品的质量特点。即服务质量的主观性、服务质量的过程性和服务质量的整体性。服务质量管理是服务营销管理的主要内容。服务质量形成的过程受服务营销的过程影响,服务营销就是让顾客实际感知到的服务质量与其期望的质量相一致。顾客对企业的服务水平是否满意,取决于顾客期望水平的高低以及顾客的实际感知。一、服务期望及其影响因素服务期望是指顾客心目中服务应达到和可达到的水平。     

基于顾客感知的服务质量管理

顾客对服务质量的感知是影响顾客满意的决定性因素之一,本文通过对顾客感知及影响因素的分析,介绍了顾客感知服务质量评价的SERVQUAL模型,最后提出了提升服务感知价值的途径,从而希望为企业加强服务质量管理,提高客户满意度提供建议.     

基于文本挖掘的进口跨境电商服务质量研究

利用Python采集京东国际个护产品消费者的在线评论,通过文本特征分析得出“物流”、“效果”、“包装”等是影响进口跨境电商消费者满意度的关键要素。随后利用LDA主题聚类模型,结合困惑度和主题可视化,得到反映进口跨境电商服务质量的4类关键因素,包括物流效率、产品功效、感知价值和产品体验。基于此,提出改善进口跨境电商服务质量的策略。     

服务质量与其前因和结果变量关系的Meta分析

文章在对顾客服务质量感知与其前置因素和结果变量间关系进行文献回顾的基础上,建立了Meat分析的概念模型;通过文献检索建立了Meta分析的数据库,得到覆盖22个国家及地区、26个行业的89个实证研究,获得了286个与顾客服务质量感知相关的效应值;从而计算分析了顾客服务质量感知与各前置因素及结果变量的数量关系;最后论述了服务质量Meta分析结果对学术研究和服务企业运营实践的启示。     

益阳Y快递服务公司服务质量诊断

随着现代信息科学技术以及电子商务的高速发展,客户对快递公司物流服务质量的要求越来越高,客户个性化的需求也越来越突出.本文通过对益阳Y快递公司快递服务质量进行描述与诊断分析,指出益阳Y快递公司服务质量主要在管理层的认知不足、员工服务意识欠缺、公司绩效考核方法落实不到位,以及未多方位满足客户需求等方面存在不足.     

期望与感知服务质量对高职线上教育效果的影响研究

文章以期望与感知服务质量为研究切入点,探讨影响线上教育效果的因素与机制。具体内容:"三类属性"期望对感知服务质量的影响;感知服务质量对学生满意度的影响;虚拟环境质量在感知服务质量与学生满意度之间的调节效应。通过问卷调查,收集有效样本231份,使用SPSS 22.0工具,检验理论模型及相关假设。研究结果表明,必备属性期望显著正向影响课程内容服务和教务响应服务质量;一维属性期望显著正向影响教务响应服务质量,但不影响能力提升服务质量;魅力属性期望显著正向影响能力提升服务和就业服务质量。虚拟环境质量在课程内容、教务响应及能力提升服务上均起了调节作用,但在就业服务方面未见显著影响。研究结果揭示了线上教育效果的影响因素;拓展了感知服务质量的应用途径,为完善高职线上教育服务质量综合评价体系提供理论支撑和实际借鉴。     

Development in Information and Communications Technology (ICT) Statistics at the Australian Bureau of Statistics

This paper outlines the ICT statistical developments that the ABS has undertaken over recent years. These developments have been on both the supply side (ICT industry) and the demand side (use of IT by sector). The content of ABS ICT surveys has changed significantly over the last few years and are expected to develop further in line with industry changes and emerging policy needs.
Recent developments in household collections have been the inclusion of IT use questions in the 2001 Census of Population and Housing and in various ABS social surveys such as Children's Participation in Culture and Leisure Activities. Annual business IT use surveys are now conducted and include topics such as Internet commerce and IT security. Biennial ICT industry surveys are conducted to provide data on ICT production, imports and exports, ICT industry employment, performance and structure information. An Internet activity survey is run every six months and provides regional Internet access details and infrastructure details on Internet service providers.
A major development for 2002–03 will be the compilation of an ICT satellite account. ABS intends to produce an ICT Information Development Plan to guide its future statistical development work in the ICT field.     

Value at Risk in the Suburbs: Eminent Domain and the Geographical Politics of the US Foreclosure Crisis

Several US counties and local governments have recently considered a novel solution to the foreclosure crisis. They plan to use eminent domain to compel the owners of mortgage debt—and specifically of private‐label mortgage‐backed securities—to sell the debt to the government at a price reflecting the loan's market value. The government would then restructure the debt and resell it to new investors. The plans are striking because—in contrast to both development‐driven eminent domain and the federal subprime bank bailout—they would force investors to assume asset devaluation and increased long‐term risk. Notably, the plans have emerged as an instance of financialization‐focused politics in suburbs and suburban cities of color, specifically majority‐black and ‐Latino/a suburbs. Local support for the plans, we argue, is rooted in the long‐term disinvestment of these ‘suburbs of exception', which became targets of subprime lending and eventually sites where the ‘financial exception' has been localized. But these demographic shifts, fragmentation and fiscal pressures have at the same time created a suburban political terrain in which the plans have gained their strongest political support.     

Incumplimiento del salario mínimo en Europa central y oriental

En este estudio se analiza el incumplimiento del salario mínimo durante el periodo 2003–2012 en diez países de Europa central y oriental con salario mínimo obligatorio nacional. A partir de los datos de EU‐SILC y la metodología propuesta por Bhorat, Kanbur y Mayet (2013), se cuantifica la incidencia y magnitud del incumplimiento. Se realizan análisis de regresión sobre determinantes individuales, laborales y macroeconómicos. Aunque la incidencia permanece relativamente baja, los trabajadores a los que se dirigen las políticas de salario mínimo parecen los más expuestos a su incumplimiento. Con el tiempo, una mayor incidencia se asocia a una razón más alta entre salario mínimo y salario medio.     

Towards a Theory of Serendipity: A Systematic Review and Conceptualization

Serendipity – the notion of making surprising and valuable discoveries – plays a major role in the success of individuals and organizations alike. Previous research has established the importance of serendipity and identified important individual- and organizational-level antecedents. However, the literature has been dispersed and the boundaries of the concept have been blurry, leading to a lack of conceptual clarity and structure, and thus limiting validity and managerial actionability. Based on a systematic literature review, I synthesize existing management-related research on serendipity and explicate the emergence and composition of serendipity in the organizational context. I first identify three necessary conditions that differentiate serendipity from related concepts such as luck or targeted innovation: agency, surprise, and value. Then, I draw from the literature on sensemaking, event-based theorizing, and quantum-based approaches to management to conceptualize the process of cultivating serendipity in the organizational context as a process of enabling potentiality and materialization, and develop a multi-level theory of (cultivating) serendipity. This conceptualization contributes to our collective understanding of how, why, and when (i.e., under what conditions) organizations can leverage the value in the unexpected, which opens up fruitful avenues for further research.     

Accountability of NGOs in Bangladesh A critical overview

NGOs in Bangladesh have been recognized as effective change agents in the socio-economic arena throughout the world. Their contributions in micro credit, non-formal education and primary health care are widely known. NGOs play a significant role in society. NGO accountability, as a result, has become a critical issue. NGO accountability in Bangladesh has been examined here in relation to patrons, clients and themselves. Of the three relationships only accountability to patrons is in a near satisfactory state. Accountability to clients is handicapped by lack of opportunities of beneficiaries to participate meaningfully in NGO policy making. Accountability to themselves is adversely affected due to the adherence to a strictly hierarchical system and the influence of founding and charismatic NGO leaders.     

Towards an Asian model of human resource management? A comparative analysis of China,Japan and South Korea

There has been much discussion regarding the possible decline and weakening of national systems of human resource management (HRM). Yet, culture and institutions are often cited as the major stumbling blocks to this outcome. Such constraints may dissipate in the analysis, particularly if ‘regional clusters’ are considered where geographic and cultural closeness and ‘openness’ to similar economic pressures exist. In such cases, it might be postulated that convergence in HRM will occur. We argue that China, Japan and South Korea represent such a cluster. This article examines these countries, to see if a degree of convergence is taking place and if it is towards an identifiable ‘Asian’ model of HRM. A model of change is presented that distinguishes between levels of occurrence and acceptance. Details of the development and practice of HRM in each country are then set out. The article ends with a discussion and implications section and a brief conclusion.     

Ansätze und Ergebnisse anglo-amerikanischer M&A-Forschung

Based on a review of established U.S. management journals (1995–2003), six schools of thought are identified within the Anglo-American M&;A research: “Capital Market”, “Principal/Agent”, “Industrial Organization”, “Organizational Behavior”, “Human Resources” and “Strategic Management”. The literature review shows that the definition of M&;A success, the methods applied, and insights from empirical research differ according to the respective school of thought. Empirical studies focus on the resource combinations of merger partners, the specific circumstances of merger negotiations, and on integration management as antecedents of merger performance. Unfortunately, empirical findings have not yet provided reliable explanations for M&;A success. Based on the current state of Anglo-American M&;A research, the authors discuss implications for business practice, identify research gaps, and propose areas for future research.     

Cultural Economy Planning in Creative Cities: Discourse and Practice

While a growing body of research analyses the functional mechanisms of the cultural or creative economy, there has been little attention devoted to understanding how local governments translate this work into policy. Moreover, research in this vein focuses predominately on Richard Florida's creative class thesis rather than considering the wider body of work that may influence policy. This article seeks to develop a deeper understanding of how municipalities conceptualize and plan for the cultural economy through the lens of two cities held up as model ‘creative cities’ — Austin, Texas and Toronto, Ontario. The work pays particular attention to how the cities adopt and adapt leading theories, strategies and discourses of the cultural economy. While policy documents indicate that the cities embrace the creative city model, in practice agencies tend to adapt conventional economic development strategies for cultural economy activity and appropriate the language of the creative city for multiple purposes.     

Introduction of New Technology with a Sound Transition of the Input-Output Structure

We examine the general equilibrium repercussions associated with the introduction of new technologies, using the generalized Leontief system that allows technological substitutions. We show that an untested introduction of cost-increasing technologies in any industry may result in creating a non-productive technological structure that does not satisfy the Hawkins-Simon condition, following the autonomous dynamic adjustment process with structural transitions in the economic system. Therefore, we propose a practicable control scheme of introducing cost-increasing technologies that strictly avoids the creation of non-productive structures in all periods of structural transition, using the available information on the ex ante technological structure.     

Input/output ranges and performance: an examination of US machine tool producers

Despite the establishment of high-tech multinational enterprises (MNEs) in Ireland since the late 1950s, the country did not succeed in closing the technological gap with most of its EU counterparts. The weak National System of Innovation (NSI), and in particular low business and government R&D levels, combined with a lack of research and technology linkages between MNEs and indigenous firms, explain these poor results. However, the Shannon region in the West of the country presents some specific institutional characteristics that could theoretically make the region a strong technological enclave. The various actors in the region - i.e. the administrative, financial, political and research institutions, as well as the business organizations - have indeed infused a new type of economic development. After a brief review of the available concepts and models articulated around these actors and their interrelationships, the paper analyses whether the Shannon region, taken as an illustrative example, mirrors a specific economic and technological localized setting. The study is based on a survey of indigenous and foreign firms.