浅谈保险公司的服务创新

保险服务创新是市场竞争的需要,是增强保险企业核心竞争力的重要手段,也是市场发展的必然要求。目前,保险企业仍存在服务意识不到位,服务手段不连贯,服务内容简单化的问题;需要完成传统服务向现代服务的跨越,即由被动服务转向主动服务,由功能服务延伸到心理服务,由单向服务转变为人性化的立体服务,由基础服务延伸到知识服务,由粗放化服务转变为精细化的品牌服务,努力构筑保险企业独特的服务文化。     

商务服务——国际贸易发展的加速器

商务服务涌盖范围很广,包括计算机数据处理,财务和法律服务,市场服务,技术服务、租赁服务、劳务招聘和管理服务,几乎任何现代业务都有专业公司提供商务服务。因此,越来越多的制造业和服务业企业选择购买外部服务或者外包商务服务,而不是由公司自身内部承担。同时,日益增长的外包服务也极大促进了商务服务领域的繁荣,新型服务不断地涌现。     

一种服务供应链拓展模型构建研究

随着全球服务经济时代的到来,服务供应链逐渐成为供应链管理和服务运营领域的研究热点,但服务供应链的定义和模型尚未有统一的界定。通过对服务供应链相关理论的梳理,提出以往服务供应链模型未考虑服务供应链要素,如顾客双元性、内部服务供应和服务质量链等问题。在Ellram专业服务供应链模型和IUE-SSCM模型的基础上构建服务供应链拓展模型,分析其构成主体以及服务集成与传递过程,并提出服务供应链拓展模型管理要素框架,为系统研究服务供应链基本理论奠定基础。     

服务供应链与服务外包关系研究

服务供应链（Service Supply Chain）和服务外包（Service Outsourcing）是新兴的商业模式,是全球化和信息化背景下服务经济发展的两种重要途径。通过比较分析服务供应链与服务外包的内涵、发展背景、管理目标及运行结构,可知服务供应链与服务外包存在很强的内联性,服务外包实质上就是服务供应链的组成元素,多级相关的服务外包或服务转包即构成一条完整的服务供应链。     

服务的不可储存性对服务业营销的影响及对策研究

当前对服务不可储存性带来的影响及对策的研究还不够深入.服务的不可储存性造成了服务供求的矛盾,也造成了服务业的规模经济很难实现,要解决这两个问题,就必须对服务的供应和需求加以管理,在减少服务能力空闲损失和因服务能力不足造成客户流失损失之间进行平衡,从而提高服务企业的经营效益.平衡服务供求的基本思路,一是调整服务供应以适应服务需求,二是对服务需求进行管理,以适应服务供应,尽可能降低需求波动的幅度.     

中国与东盟服务贸易竞争力的比较研究

近年来,中国与东盟服务贸易发展关系密切,中国服务贸易进出口总额呈持续上升态势、服务贸易差额呈不断扩大趋势、国际服务贸易市场占有率呈逐年上升趋势。对中国与东盟服务贸易竞争力的评价有助于了解中国服务贸易在世界范围内竞争优势的强弱,便于中国制定有针对性的提升策略。为进一步提升中国服务贸易的竞争力,应发挥经济贸易规模优势,促进服务贸易发展;夯实服务贸易发展的基础,建立相关配套设施;提高服务贸易发展优势,扩大我国服务贸易出口;优化服务贸易结构,发展特色服务贸易。     

旅游服务、服务感知与顾客忠诚关系的实证分析

文章研究构建了旅游业顾客忠诚度影响因素及顾客忠诚间的概念模型,并以广东省区域旅行社的数据进行了实证分析。结果显示,服务有效性、服务性能、补救感知与顾客忠诚度相关,而服务丰富性、服务新颖性、服务补救期望与服务成本显著负相关。同时,服务感知、服务性能、服务有效性与服务成本相关性不高。     

试论服务工作在银行业发展中的作用

在激烈的市场竞争中,以服务求生存,以服务创效益,以服务谋发展,服务成为现代管理新理念。靠服务占领市场,靠服务在竞争中取胜,服务工作已成为银行生存、发展的一种战略举措。     

新产品推广与服务创新框架——以我国影像行业数码化为例

本文以我国影像行业数码化为例,构建了新产品推广与服务创新的框架,分析了新产品开发体系与服务创新开发体系的特点和演化规律,指出了建立服务创新体系的要点。本文发现,新产品开发中的服务创新必须建立体系,行业开发中的服务创新必须建立框架。新产品开发体系与服务创新开发体系具有融合性、增益性的特点,服务创新体系的建立和完善是不断深化的过程,一般规律为:技术服务—市场服务—管理服务—行业综合服务,且服务创新体系的建设必须抓住两个"三结合":制造商、经销商、先导用户三结合;技术开发、服务创新与行业开发三结合。行业服务创新体系是建立边缘行业的推动力,各行各业的服务创新体系都应搭建综合服务平台,以保证服务创新的不断深化,实现赶超世界先进国家服务创新体系的高效益。     

大学生志愿服务的现状、问题和对策

自20世纪90年代共青团中央发起实施中国志愿者行动以来,中国大学生志愿服务的服务领域不断拓展,影响不断扩大,学校对大学生志愿服务的支持力度不断增强,社会对大学生志愿服务的认同度不断提升。但是,在活动过程中也存在着服务实效性不强、服务团队的管理不够规范、服务的社会资源缺乏等主要问题。因此,应当提高大学生志愿服务的能力与实效、完善大学生志愿服务的管理规范和改进大学生志愿服务的激励机制。     

Home Care Providers in Queensland: Exploratory Data Analysis Using My Aged Care Platform

The My Aged Care website, established by the Australian Government, is the starting point for aged care consumers and carers to find information on aged care providers. Using information published on this platform, we compile a unique dataset of 588 approved home care providers in Queensland. This article presents a brief introduction to this dataset, including how they are extracted and what variables are available. We propose some current and future applications of this data with a focus on how it can contribute to evidence-based policymaking in Australia.     

The determinants of health care expenditure in Australia

The objective of this article is to examine the long-run relationship and short-run dynamics of the health care expenditure in Australia during the period 1960–2003. Consistent with the conventional findings, the income elasticity for health care is found to be greater than one, suggesting that health care is a luxury good in Australia. Demographic structure is found to exert a significant positive impact on health care expenditure. An increase in the accessibility to health care services is associated with higher per capita real health care expenditure. Finally, public funding of health care appears to have a contributory effect on the formation of health care expenditure in Australia.     

IMMIGRATION POLICY, CULTURAL PLURALISM AND TRADE: EVIDENCE FROM THE WHITE AUSTRALIA POLICY

Abstract.   Examining data for Australia and 101 trading partners that span the years 1989–2000, we find immigrants from nations afforded preference under the White Australia policy exert greater proportional influences on Australian imports from their home countries compared to immigrants from nations not privy to such preference. Immigrants from this latter group of countries influence Australian exports to their home countries proportionally more than do immigrants from the former group. We also find immigrant-trade links vary across disaggregated measures of trade. The results suggest that cultural diversity, affected here by immigration policy, is relevant to a nation's trade patterns.     

Estimating an hedonic translog cost function for the home health care industry

Medicare home health care plays an important role in providing cost effective care for the chronically ill and elderly. Long seen as a cost effective substitute for nursing home care, home care has become even more important with expenditures increasing by 31.4% from 1990 to 1996. The purpose of this paper is to provide a short run cost analysis of a sample of home health care providers to gain insight into the efficient provision of home health care services. This paper is a significant improvement over previous studies in that it uses a nationwide database to more accurately represent the multiproduct nature of the industry and uses an hedonic translog cost estimation with desirable economic properties.     

Restructuring: specifics for home health

The current reimbursement climate, job characteristics, and health care personnel shortages challenge home health nurses in providing quality patient care. Through relatively simple restructuring efforts, home health nursing can become more satisfying and productive.     

英国居家照料服务及其对我国的启示

从政府职责、服务供给和服务使用等三方面阐述英国的居家照料服务,以及我国可从中得到的启示。     

Health Policy and Equity of Health Care Financing in Australia: 1973–2010

Using data from Australian Taxation Statistics and Household Expenditure Surveys we analyze the distribution of health care financing in Australia over almost four decades. We compute Kakwani Progressivity indices for four sources of health care financing: general taxation, Medicare Levy payments, Medicare Levy Surcharge payments, and direct consumer payments, and estimate the effects of major policy changes on them. The results demonstrate that the first three of these sources of health care financing are progressive in Australia, while the distribution of direct payments is regressive. Surprisingly, we find that neither the introduction of Medicare in Australia in 1984 nor the Extended Medicare Safety Net in 2004 had significant effects on the progressivity of health care financing in Australia. By contrast, the Lifetime Cover scheme—introduced in 2000 to encourage people to buy and hold private health insurance—had a progressive effect on health care financing.     

Complex home care: Part 2- family annual income, insurance premium, and out-of-pocket expenses

Annual costs paid by families for intravenous infusion of home parenteral nutrition (HPN) health insurance premiums, deductibles, co-payments for health services, and the wide range of out-of-pocket home health care expenses are significant. The costs of managing complex chronic care at home cannot be completely understood until all out-of-pocket costs have been defined, described, and tabulated. Non-reimbursed and out-of-pocket costs paid by families over years for complex chronic care negatively impact the financial stability of families. National health care reform must take into account the long-term financial burdens of families caring for those with complex home care. Any changes that may increase the out-of-pocket costs or health insurance costs to these families can also have a negative long-term impact on society when greater numbers of patients declare bankruptcy or qualify for medical disability.     

A Life Cycle Analysis of Housing Affordability Options for First Home Owner-Occupiers in Australia

This paper presents a life cycle analysis of several policies for improving housing affordability for first home owner-occupiers in Australia: the First Home Owner Grant, housing equity partnerships and deposit loans. The analysis is by simulation of a housing tenure choice model in which a representative adult household makes a lifetime plan concerning the timing of the first home purchase, and the amount of housing and non-housing consumption in each period. An insight from the life cycle framework is that policies to improve housing affordability can have a life cycle timing effect on housing demand and house prices.     

An Analysis of Occupational Outcomes for Indigenous and Asian Employees in Australia

This paper examines occupational performance in Australia across three racial groups in Australia: Indigenous Australians; Asian people, defined as all those whose language spoken at home was either Chinese, Vietnamese or other forms of a South-east or East Asian language; and white people, defined as the residual category. The paper has as its starting point, observed differences in occupational attainment among the three groups in Australia and sets out to account for these observed differences on the basis of both race and non-racial attributes such as, age, education and area of residence.