我国服务贸易出口对经济增长的影响研究——基于1985-2006年时序数据的实证分析

本文分别对我国1985-2006年服务贸易出口总额,旅游、运输、其他商业服务三个部门服务出口与GDP的数据进行了图示分析和OLS回归分析,并得出结论如下:服务贸易出口是经济增长的原因;三部门服务贸易出口对经济增长有不同程度的贡献;我国服务出口占世界服务出口的比重太低;服务贸易出口结构不尽合理,应采取措施进一步扩大服务出口,并培育新兴服务业的发展。     

长江三角洲地区服务业对经济发展贡献的比较研究

通过分析长江三角洲地区江、浙、沪2省1市服务业的发展特征,得出长江三角洲地区服务业发展存在明显差异,通过第三产业贡献率和产业结构弹性模型分析,对比了3个地区服务业对经济发展的贡献,最后得出上海市在服务业比重、服务业劳动效率、服务业平均发展速度和服务业贡献率等方面都明显高于浙江省、江苏省和全国平均水平;浙江省服务业在劳动效率、发展速度和贡献率方面均高于江苏省和全国平均水平,但浙江省的服务业产值比重没有明显高于全国平均水平;江苏省服务业发展规模虽然较大,但在服务业比重和劳动效率方面尚需努力。     

Is there really an Asian connection? Professional service quality perceptions and customer satisfaction

Scenarios involving dental services investigate whether Asian cultures are similar enough to allow standardization of service offerings. The authors control and manipulate levels of service quality and performance to yield a 2 × 2 experimental design, with Japanese, Chinese, and Korean subjects (N = 637) selected to test the invariance of the measures. The findings yield significant cultural differences with the Chinese respondents perceiving significantly higher service quality and expressing greater customer satisfaction when performance is high and expressing less customer satisfaction when performance is low than do the Japanese and Korean respondents. Thus, even though all three countries are considered high-context cultures, having their roots in Confucianism, differences in national culture lead to the conclusion that “one size does not fit all” in terms of service offerings.     

Service worker role in encouraging customer organizational citizenship behaviors

Assessment of the role of the individual service worker in encouraging customer organizational citizenship behaviors (customer OCBs) is the primary focus of this paper. The researchers investigate this topic empirically across three service contexts. Customer OCBs are voluntary, outside of the customer's required role for service delivery, which provide help and assistance and are conducive to effective organizational functioning. In this paper, commitment to the service worker is the strongest predictor of customer OCBs. Further, personal loyalty to the service worker serves as a partial mediator of the effects of perceived benevolence of the service worker and commitment to the service worker on customer OCBs. Finally, theoretical, managerial and future research implications are included.     

就业与失业统计指标的国际比较及借鉴

由于我国就业与失业统计数据长期遭到西方许多国家的猜度和质疑,实现我国就业与失业统计指标与国际一致势在必行。通过对部分西方发达国家和我国就业与失业统计指标的系统比较,剖析我国当前就业和失业统计中存在的问题,明确了其中的缺陷和不足,并就我国就业与失业统计指标体系的构建进行了思考。     

Service sabotage: The dark side of service dynamics

While many aspects of services research assume that employees are largely compliant to management prescribed service standards, a number of recent studies have highlighted the deliberate sabotage by service workers as a key issue. We contend that service sabotage is important not simply because of the pervasiveness of such behaviors, but also because of the impact that such acts can have on firm growth and profitability. Consequently, we seek to achieve three inter-linked objectives in this article. First, we highlight how service saboteurs harm customers’ service experiences and negatively affect the performance of the firm. Second, in order to assist managers in recognizing these behaviors, we identify the most common types of service saboteurs and forms of sabotage. Specifically, we classify and describe four main types of service saboteurs: Thrill Seekers, Apathetics, Customer Revengers, and Money Grabbers. Finally, and most importantly, we provide a series of suggestions regarding how managers might effectively address service sabotage in their firms. These include gathering information and exploiting existing data to establish the extent and nature of sabotage, recruiting the right quality of service staff, training and rewarding employees, enriching and empowering employees, developing a service culture, and initiating better monitoring systems and procedures.     

马克思关于农村劳动力转移就业思想研究

马克思在深刻论证资本主义社会经济发展规律的基础上,运用社会化大生产的运动规律,深刻地揭示了农村劳动力向城市和非农产业流动的必然性,科学预言了农村劳动力流动必将带来的巨大社会变革。在我国,数量庞大的农民工已经成为推动我国工业化、城市化和国民经济增长的重要力量。但同时,农民工流动就业没有纳入我国经济社会发展规划,盲目流动给我国经济社会发展带来大量问题。马克思的农村劳动力转移就业理论对于指导我们解决农民工流动中存在的问题、破解城乡二元经济困局具有指导性。     

服务贸易与中国经济增长影响机制实证研究

本文旨在就服务贸易与经济增长的影响机制进行实证研究。中国改革开放以来的经验数据,证实了服务贸易通过增加人均资本、加快制度变革进程对人均产出产生正面影响。但是,服务贸易进口与出口的经济增长效应相互不平衡,并且总体上落后于货物贸易。而实证检验中所发现的人力资本、技术进步功能的偏离,为完善中国服务贸易发展机制提供了理论依据。     

Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures

While anger is the dominant affective reaction following service failure, little research focused on its potentially damaging effects. Our study examines the impact of anger and related negative affective states on evaluations and behavior following firm-attributed service failure. Gender's moderating role in shaping these consequences is also studied. Scenarios involving failures in a bank and a retail store are used. Overall, angry customers are less satisfied, give lower service evaluations, have higher perceptions of injustice, and give weaker ratings of corporate image. Angry customers also less likely spread positive word of mouth and more likely complain, exhibit negative repurchase intentions, and engage in third-party action. Related negative states differentially impact cognitive evaluations and post-purchase behavior with anger (rage) being the most important predictor in a bank (retail) setting. As the intensity of the negative affective state increases, customers more likely engage in effortful consequences. Gender of the customer and the service employee play minimal roles influencing evaluative and behavioral outcomes.