高消费服务特征探析

服务已发展成为世界经济舞台上的主角。目前服务业出现了一种新需求，即越来越多的人愿意花足够多的钱寻求能证明其身份、满足其愿望的高消费服务（奢侈服务）。高消费服务展现了服务与生俱来的巨大的商业价值以度良好的发展前景。它创造的是超高利润，它经营的手段灵活快捷，它已成为一门经营的新艺术。     

Local government amalgamation policy: A highway maintenance evaluation

Evaluating the effects of a change in public policy setting is a critical element in the chain of accountability. Factors such as effectiveness and efficiency in government operations are often difficult to measure. In this study of efficiency outcomes, we follow events before and after significant structural change arising from local authority amalgamation. The study focuses on highway maintenance and uses Data Envelopment Analysis (DEA) to evaluate whether greater efficiency was achieved. Results (confined to highway management activities) show no evidence that amalgamation was justified in terms of diseconomies arising from smallness (i.e. increasing returns to scale). While new governance practices introduced contemporaneously lifted the level of performance of local authorities in terms of higher technical efficiency, there is no evidence that the amalgamation policy contributed to this improvement. The policy impact evaluation methodology developed in this paper has potential for application to other local government service activities.     

Restaurant consumers repeat patronage: A service quality concern

Consumer satisfaction can predict repeat patronage leading to brand loyalty and new consumers. Consumers determine which restaurants meet their quality standards and ignoring this leads to consumers moving toward competing restaurants. Expectations are important; unfulfilled expectations create consumers who may spread negative word-of-mouth. So achieving consumer satisfaction is realized through the delivery of exceptional value.     

移动IPv6中QoS的实现

现有的网络服务质量(QoS)有两大模型:集成服务(Intserv)和区分服务(D iffserv)。这两种服务都是针对静态环境(固定主机和固定路由)设计的,对于移动通信网络都不能完全适用。本文结合集成服务和区分服务的优点,提出了一种新的双平面的三重QoS体系,并描述了这一体系对端到端QoS的实现。最后通过实例概述了QoS体系的整体流程,扩展了移动IPv6(M IPv6)信令中的绑定升级(BU)、绑定请求(BR)、绑定确认(BA)三个选项。     

深圳市福田区现代服务业发展中存在的问题及其对策

深圳市福田区现代服务业的发展并不如人们想象的那么乐观,而存在着许多问题。根据存在的问题及其原因、面临的机遇,它们的发展要实行环境创新、人才先导、高新技术带动、规模效益优先、面向国际等策略,进行内部产业结构调整,稳定发展金融业,加快发展信息服务业并使它成为主导产业,巩固发展商务服务业,扶持发展科研及技术服务业并促使其成为先导产业。     

我国农技推广服务供给研究

我国“供给主导“服务的农业技术推广体系造成了农业技术推广的供给与需求之间的错位,同时,农业技术推广经费的不足也严重制约了农业技术推广工作的开展.为此,我们提出了加强我国农技服务供给的政策建议.     

Multiunit restaurant productivity assessment using three-phase data envelopment analysis

This paper focuses on uncontrollable variables’ effects on multiunit restaurant productivity using data envelopment analysis (DEA). We argue the importance of first considering managerially uncontrollable (nondiscretionary) variables as inputs in the actual DEA model, with managerially controllable variables considered post hoc for their relationship to the efficiency scores. We illustrate the merits of this approach using data from a chain of 62 full-service restaurants. From a large number of candidate inputs, we arrive at a short list of uncontrollable inputs: hourly server wage, restaurant seats, and a coding variable representing whether the restaurant is a stand-alone facility. Output variables in our model were daily sales and tip percentage. We find that just under 12% of the restaurants operate efficiently and that the average efficiency for the chain is 82%.     

服务贸易对美国经常账户赤字的影响——基于豪斯克-麦奇收入不对称效应的验证

本文尝试构建一个基于H-M效应的模型,分析H-M效应对美国经常账户赤字变化的影响机制。并就该模型对美国经常账户赤字变化的解释能力进行验证,结果表明H-M效应对美国经常账户赤字的变化趋势具有较好的解释力。在此基础上,本文应用1986-2005年的数据分别估算了美国商品和服务品进出口收入弹性系数。估算结果显示,与商品进出口收入弹性系数相反,美国服务出口的收入弹性系数大于进口的收入弹性系数。为了探讨服务贸易对美国经常账户赤字的影响,应用基于H-M效应的模型分析美国服务贸易的发展对其经常账户赤字变化的影响。     

Towards Strategic Intent: Perceptions of disability service provision amongst hotel accommodation managers

The tourism sector globally has become increasingly mindful of how an ageing population is reshaping service provision forms and offerings. This being particularly true of accommodation operations where there is a now a growing recognition of the commercial value for providing market groups with exceptional service. With this in mind, this study sought to ascertain the perceptions of managers in the accommodation sector towards disability service provision with a view to identifying any current service gaps or failings. An inductive, qualitative approach was used with the data collection phase incorporating a series of one on one interviews and a focus group. The in-depth interviews were conducted with 10 managers of hotels deemed to have accessible rooms that complied with the relevant building codes and standards. A focus group comprised 22 managers of hotels located in the Sydney central business district, Australia. Study findings revealed five key themes that had not been previously discussed in the literature. They were: inclusive attitudinal approach; safety; the responsibility of people with a disability to communicate their needs to the hotel; perceptions of accessible rooms by the general public; and operational processes. Related themes that emerged from the data analysis that had previously been aligned with the literature included: legislative responsibility, policy and building codes; disability as a market segment; staff awareness/training; and language, marketing, and promotion information. Implications with respect to management of accessible rooms in the accommodation sector are outlined and further areas of research are proposed.     

Customer complaints in restaurants: Do they differ by service stages and loyalty levels?

Complaints by dissatisfied customers provide managers with an opportunity to learn about problems and take appropriate corrective action to ensure that mistakes do not recur. The authors investigate whether restaurant consumers respond differently to service failures at different service stages and loyalty levels. A survey of 289 customers in the United States found that customers are likely to complain at any service stage following a service failure. Highly loyal customers showed a significantly higher willingness to complain than less loyal customers when a service failure occurs during the greeting/seating and order taking/delivery stages (service stages 1 and 2). Four consumer groups with distinct willingness to complain and levels of loyalty emerged from this study: “silent potential,” “pure complainer,” “silent supporter,” and “loyal voicers.” Among those groups, the silent supporter group (high affective loyalty and low propensity to complain) showed the highest behavioral intentions, whereas the pure complainer group (low affective loyalty and high propensity to complain) showed the lowest behavioral intentions.