Service Quality Expectations: Exploring the Importance of SERVQUAL Dimensions from Different Nonprofit Constituent Groups

Given the multiplicity of “customers” in the nonprofit sector, the need for nonprofits to ensure that quality service delivery matches customer expectations is difficult yet paramount. Nonprofit organizations serve several constituent groups: the service recipient, donor, volunteer, and general public at large. While each constituent group may not be perceived as a customer in the general sense, each group is making quality assessments that may affect performance evaluations, donations, volunteerism, and brand equity decisions. Hypothesis support was found, distinguishing between the importance of the different SERVQUAL dimensions and the perspective roles played within the nonprofit scenarios. Respondents playing the role of volunteer rated Empathy and Assurance highest and Tangibles lowest. Respondents playing the role of donor rated Reliability and Tangibles highest and Empathy lowest. Respondents playing the role of recipients rated Empathy and Responsiveness highest and Tangibles lowest. Finally, respondents playing the role of volunteer rated Assurance and Reliability highest and Tangibles lowest.     

Entry,growth, and survival: The new learning on firm selection and industry evolution

This paper tries to shed some light on the seeming paradox posed by the findings in the industrial organization literature that (1) the bulk of firms in an industry are not only very small, but also sufficiently small so that they are operating at a sub-optimal scale of output, and (2) entrepreneurs are apparently not deterred from starting new firms even in industries where scale economies play an important role. A dynamic view of the process of firm selection and industry evolution is that new firms typically start at a very smal scale of output. Because this level of output may be sub-optimal, the firm must grow in order to survive. The empirical evidence supports such a dynamic view of the evolutionary nature of industries. Viewed through a dynamic lens, the often-observed asymmetric size distribution of firms becomes more understandable. The persistence of an asymmetric firm-size distribution skewed towards small enterprises presumably reflects a continuing process of entry into industries and not necessarily the survival of such small and suboptimal enterprises over a long period of time.     

测试H.264/AVC视频的鲁棒性传输的宏块分配映射(英文)

H.264/AVC视频压缩标准给易出错网络的视频鲁棒性传输过程中提供了一些误差恢复技术。灵活的宏块排序 (FMO)是其中之一,它采用宏块分配映射(MBAmap)来分离框架中可能出现的误差。本文将提出一个新的测试 MBAmap的方法。我们采用这种技术来测试MBAmaps从而支持在解码过程中的误差隐藏并且增强接收视频的主客观质量。     

Industrialization and Government Expenditures: The Case of South Korea

South Korea has been transformed from a nation of war torn poverty to an industrial giant in one generation. Many attribute this to the role of government and believe that the size of government spending increases with industrialization. This paper, using time series data for the 1970–1990 period, empirically tested the impact of industrialization on government spending in Korea. Our results suggest that the two major determinants of public spending are private sector's income (output) and the overall state of employment. Further, our results show that the income elasticity of demand for public goods is greater than unity, both in the short-run and long-run. [H1]     

Iranian consumer animosity and U.S. products: A witch's brew or elixir?

This research investigates the animosity of more than 900 Iranian consumers toward the U.S. and their propensity to purchase U.S.-made products/brands in the context of a prolonged hostility between the two countries. Our results suggest that the antecedent demographic variables of education, age and foreign travel experience are inversely related to consumer animosity whereas women and students tend to hold greater consumer animosity feelings than men and non-students. Additionally we found a strong and significant inverse relationship between Iranian consumer animosity and intention to buy U.S.-made products, but no moderating effects based upon product importance or product necessity were uncovered in our consumer animosity model. The major managerial implications of our study are threefold: (1) MNCs are well advised not to ignore or underestimate the economic value of hostile markets; (2) within hostile markets, MNCs ought to be proactive and pursue alternative oversight strategies when constrained by national institutions; and (3) local and foreign competitors may exploit such animosity to better position their own products against the products of a country that is a target of consumers’ animosity.     

Optimal ordering policies in response to a discount offer

Sometimes supplier offers a temporary price discount to increase cash flow or decrease the inventory level of certain items. Thus, the manufacturer may be able to improve the effectiveness of his inventory system by ordering a special quantity at this sale period. In this paper, economic order quantity (EOQ) models with a discounted price are developed to obtain the optimal ordering policy during the sale period for five different cases: (a) coincidence of sale period with replenishment time, (b) non-coincidence of sale period with replenishment time, (c) sale period is longer than a cycle, (d) discounted price as a function of the special ordering quantity, and (e) incremental discount. Each case has its own characteristics of the sale period and the discounted price. The objective is to take the maximum possible advantage from the discounted price by ordering a special quantity during the sale period. The optimal ordering policy is obtained by maximizing the difference between the two costs: Regular EOQ cost and special quantity cost during the sale period. Moreover, a comparison of different discount scenarios is developed to sense the effect of different parameters on the ordering policies. The annual gain obtained is linearly related to the discount and the on-hand remnant inventory. Numerical analyses are provided to illustrate and testify the values of the optimal special quantity. The analysis showed an impressive improvement in the effectiveness of the inventory system when a special order is placed during the sale period. The optimal special quantity is driven for each case to visualize real-life problems. Sensitivity analysis is also initiated to study the change in the total savings with respect to the variation of the special optimal quantity.     

Labour productivity and employment in Australian manufacturing SMEs

This paper examines the relationship between labour productivity and employment in Australian manufacturing small and medium enterprises (SMEs). The results indicate that labour productivity of SMEs varies substantially between industries within the manufacturing sector, but on average labour productivity for manufacturing SMEs increased at a faster rate than that of large manufacturing enterprises across all industries. All manufacturing industries except one recorded employment growth during the period under study. However like labour productivity growth, employment growth also varies across industries within the manufacturing sector. Yet the study could not establish any definite relationship between labour productivity growth and employment. This finding is consistent with some previous studies.     

The Impact of Information Overload and Contribution Overload on Continued Usage of Electronic Knowledge Repositories

In the modern competitive organizational environment, more and more organizations are implementing knowledge management initiatives to achieve strategic advantages. One such initiative involves the implementation of electronic knowledge repositories (EKR). EKR implementation frequently results in a rapid increase in the quantity of information that must be processed daily by employees. This raises concerns about information overload (IO), and this is particularly true in relation to modern EKRs that use distributive technology. Furthermore, employees can also suffer from contribution overload (CO) because they can fulfill the functions of both knowledge seekers and knowledge contributors. This study employs the cognitive dissonance theory to determine whether IO and CO affect employees' willingness to use EKRs. The results from 144 survey respondents provide the first empirical evidence that contribution overload exerts a direct and significant negative effect on the intention to continue using EKR, whereas information overload exerts an indirect and significant negative effect on the intention to continue using EKR by altering perceived usefulness and satisfaction with the system.