全面质量管理在大学图书馆的应用

全面质量管理是一种先进的管理思想和方法。大学图书馆TQM内容包括书、报、刊预定,书刊编目、分 类,提供服务,员工素质等方面的质量管理。应用TQM,应注重对制度的完善,坚持可持续改进。     

The effect of management commitment to service quality on employees’ affective and performance outcomes

A service recovery performance model is proposed and tested with data from frontline bank employees in Turkey. The model is derived from Bagozzi's (1992) reformulation of attitude theory. The empirical results suggest that top management commitment to service quality, as manifested by frontline employees' appraisal of training, empowerment, and rewards, has a significant effect on their perceptions of service recovery performance. The influence of management commitment to service quality on service recovery performance is mediated by frontline employees' affective commitment to their organization and job satisfaction. Implications of the results and further research avenues are discussed. Emin Babakus (ebabakus@ memphis.edu) (Ph.D., University of Alabama, 1985) is a professor of marketing at the University of Memphis. In addition to theJournal of the Academy of Marketing Science, his research has been published in such journals as theJournal of Marketing Research, theInternational Journal of Research in Marketing, theJournal of Retailing, theJournal of Business Research, and theJournal of Advertising Research. He serves on the editorial review boards of several journals. Ugur Yavas (raxyavas@mail.etsu.edu) (Ph.D., Georgia State University, 1976) is a professor of marketing at East Tennessee State University. Besides theJournal of the Academy of Marketing Science, he has contributed to such journals as theJournal of Marketing Research, theJournal of Business Research, theInternational Journal of Research in Marketing, theEuropean Journal of Marketing, International Marketing Review, theJournal of International Marketing, Management International Review, theJournal of the Market Research Society, theInternational Journal of Service Industry Management, andLong Range Planning. He currently serves as the editor of theJournal of Asia-Pacific Business. Osman M. Karatepe (osman.karatepe@emu.edu.tr) (Ph.D., Hacettepe University, Ankara, Turkey, 2002) is an assistant professor of marketing at Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals as theJournal of Hospitality and Leisure Marketing, The Service Industries Journal, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the associate editor of theEMU Journal of Tourism Research. Turgay Avci (turgay.avci@emu.edu.tr) (Ph.D., Cukurova University, Adana, Turkey, 1995) is an assistant professor of management at Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals asThe Service Industries Journal, theJournal of Hospitality and Leisure Marketing, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the editor-in-chief of theEMU Journal of Tourism Research.     

马克思人的本质观探析

马克思在其思想发展的不同阶段,对人的本质有着不同的论述。以往有的论者,常常局限于马克思的某 一经典论述来探讨人的本质,未着眼于马克思完整意义上的人的本质观。马克思认识人的本质的方法论原则:实 践——社会——现实的人。     

中国农村环境关系失衡的博弈分析

环境关系是环境主体间的利益关系,环境侵权的发生是环境关系失衡的主要表现,中国农村环境污染态势加剧主要根源于中国农村环境关系失衡.环境污染的过程就是环境主体间的博弈过程,中国农村环境主体间的博弈具有很多特点,分析中国农村环境侵权发生的微观机理,可以比较准确地把握中国农村环境关系失衡的本质.要改善中国农村环境污染状况,就必须改善中国农村居民在博弈过程中的微弱地位,形成良性的环境关系制衡机制,从而使中国农村环境关系从失衡走向和谐.     

"美国梦" 的悲剧——《了不起的盖茨比》和《推销员之死》比较

通过比较阿瑟·米勒的作品《推销员之死》和菲茨杰拉德的《了不起的盖茨比》,对美国梦形成的政治、经济和社会的因素及美国梦造成的悲剧进行分析,我们可以认识到美国20世纪30年代的社会特点和社会环境给人的精神带来的影响,从而启迪人们对人生价值、人类命运和社会前途予以关注与思索,以期使人类走向完善境界.     

民主政治与社会和谐

社会和谐问题的关键,是搞好以民主法治为中心的国家治理。中国的制度变迁是经济和社会层面的变迁,是自上而下推动的改革型的变迁,在由权力集中到权力分散的制度转型过程中,稳中求进是中国实现社会和谐的经验总结,制度的设计不宜过于完美。民主政治是社会和谐的前提和归宿,是执政合法性的来源,没有民主政治就没有和谐社会。     

社会审计质量、国家审计监督与国企资产保值增值

在委托代理理论和协同理论框架下,选取2007—2017年中国A股国有上市公司为研究样本,实证检验社会审计质量对国企资产保值增值的影响以及社会审计与国家审计影响国企资产保值增值的替代效应。研究发现：高质量的社会审计有利于促进国企资产保值增值;社会审计与国家审计在促进国企资产保值增值中发挥了替代效应,而且这种替代效应主要体现在高质量的社会审计可以有效缓解国家审计扩大监督范围广度、提高目标实现深度与加强“监”的力度等方面的压力,但不会影响国家审计“督”的力度。研究结论对于国家审计机关合理利用社会审计资源、构建协同高效的审计监督体系、实现国企审计全覆盖、促进国企资产保值增值具有启示意义。     

中俄跨境电商服务供应链发展研究——以全球速卖通为例

指出随着中俄跨境电商的迅猛发展,跨境电商平台之间的竞争不断加剧且竞争焦点逐渐从商品竞争过渡到供应链和整体服务水平的竞争。结合全球速卖通在俄罗斯的跨境电商服务供应链的运营情况,通过建立PEST-SWOT矩阵模型,分析全球速卖通在俄罗斯市场的服务供应链发展的竞争态势及宏观环境,并针对其存在的问题提出了优化路径。     

考虑社会责任的异质有限理性制造商产量博弈均衡复杂动力学分析

通过考虑消费者剩余,企业利润中引入承担社会责任参数,建立了具有异质性有限理性的古诺寡头博弈竞争模型,分析利润相关参数对系统博弈均衡稳定性的影响,并进行了数值模拟。研究表明单方有限理性系统比双方有限理性系统稳定。产品成本超过一定阈值应避免产量竞争,可以通过承担社会责任,提升产品价格来增加利润,但当企业承担社会责任增加时,系统稳定性降低。此时降低调整产量的速度,观察竞争对手产量调整速度,避免系统进入混沌状态,失去最优产量优势。     

后疫情时期服务业发展的思考与对策——基于服务生态系统的视角

服务生态系统是服务企业进行资源整合、服务交换和价值共创的重要场所,也是数字经济背景下服务产业实现升级发展的重要手段。本文基于服务生态系统理论,通过文献梳理阐明了服务业服务生态系统中价值创造、参与者关系和共享制度等基本问题,分析了新冠肺炎疫情对服务业造成的巨大影响即减少了参与者互动和价值共创、缩小了生态系统规模、加剧了生态系统动荡、催生出大量创新。最后为后疫情时期的服务业发展提出加强服务企业扶持力度、通过科技手段搭建互动桥梁、坚定服务业的发展方向、利用变革期大力发展服务创新等对策建议。