服务质量的要素、测量及关系研究

服务质量概念是由对产品质量的定义逐渐延伸到服务中而产生的.基于对服务质量的相关研究文献的回顾,从服务质量要素、服务质量测量及服务质量与顾客满意、顾客忠诚、企业绩效之间的关系研究角度来展开论述,对服务质量的国内外相关研究做了一些总结与展望.服务质量的研究经历了一个由概念界定、测量维度的探索向服务质量与其他服务要素之间的关系及在不同行业的适用性逐步扩展的过程,对于服务行业及服务质量标准的制定都是一个不可缺少的参考要素.     

区域科技公共服务平台的建设研究

科技公共服务平台是一种创新基础设施,主要致力于整合区域内的物质、知识、技术、信息、人才、政策等科技资源,为科技创新活动的全过程提供科技服务。就我国当前科技公共服务平台的发展与需求来看,应加快科技资源服务平台、科技研发服务平台、科技成果转移转化服务平台、科技中介服务平台等四类平台的建设,应根据区域主导产业、战略新兴产业和优势传统产业的实际发展需求,对平台进行顶层设计并制定平台建设的法律、法规、制度和管理办法。     

Does the nature of airport terminal service activities matter? Processing and non-processing service quality,passenger affective image and satisfaction

The surge in air transport demand and the increasingly competitive and volatile market dynamics due to airline deregulation are rapidly transforming airports’ character into multi-service firms and destinations. As a result, service performance measurement of significant systems and their consequent impact on airport users are crucial in creating better airport service design, operation and management for sustainable competitive advantage. The present study 1) assesses the applicability of the Airport Indicators of Passenger Experience (AIPEX) model on Shanghai Pudong International Airport (PVG), and 2) tests a theoretical model that explores the direct and indirect relationships among airport service quality, passenger affective image and satisfaction, as well as the moderating mechanism of passenger type (travel purpose) in these associations. The results indicate that, the AIPEX model fits the PVG context for airport service performance assessment. Also, the theoretical model suggests robust direct associations among processing/non-processing domains and passenger satisfaction, as well as the processing domain and passenger affective image, except non-processing domain and passenger affective image relation. Moreover, significant mediating and moderating effects of passenger affective image and travel purpose on the significant positive direct associations are found. Further, implications for theory and practice are discussed.     

Accounting change and value creation in public services—Do relational archetypes make a difference in improving public service performance?

Evidence points out that the outcome of accounting change in local governments is not simply a matter of ‘corporate’ resource investments and change management activities to accounting system replacement. This paper examines the link between such corporate-level interventions and the patterns of value creation at street-level. It emphasizes a resource- and capability-driven approach to explore processes and consequences of an ‘embedded agency’-effect assigned to the street-level rationale of public service improvement. Considering a logic chain of cause-and-effect sequences, the data analysis provides evidence that corporate and street-level interventions are unique dimensions to signify the multiple patterns of accounting change in local governments. The supplementary effect of cross-functional relationships is also distinguished, considering the relational archetype as a mechanism to explain the emerging outcome state. Recognizing the distinction and the sequential effects of relational archetypes induces a refined typology of accounting change according to its processes and outcomes in local governments. The analysis is based on a comparative case study design to explore accrual accounting introduction in six German municipalities.     

浅谈保险资金投资REITs

2009年10月1日,新修订的《保险法》允许保险资金可以投资于不动产,房地产作为不动产内容之一,可以成为保险资金投资渠道之一。REITs作为房地产市场股权投资的一种方式,具有非关联性、高流动性和高回报率的特点,这与保险经营具有的强外部性、成本滞后性、资金运转周期长等特点相吻合,为保险资金投资房地产搭建了难得的操作平台。通过分析保险资金投资REITs存在风险,并给出相关建议,对我国保险资金投资REITs发展起到一定的指导作用。     

论股东代表诉讼之判决既判力主观范围的扩张

股东代表诉讼判决既判力主观范围的扩张，包括向公司与其他股东二者的扩张。长期以来原告股东与公司的关系存在诉讼代理与诉讼担当之争，综合立法现状、制度渊源与改革成本等因素的考量，原告股东与公司的关系应定性为法定诉讼担当，从而为判决既判力向公司扩张提供正当理论支撑。但受制于股东代表诉讼前置程序形骸化，对原告股东起诉的正当性审查无从实现，公司与其他股东对于诉讼的获悉存在信息壁垒，由此应当通过诉讼告知程序为公司或其他股东作为有独立请求权第三人进入诉讼开辟通路。同时借由不起诉理由书与统一案件受理费等程序构建，作为其他股东进入诉讼的激励机制，进而为既判力的扩张提供有理性基础。     

服务贸易视角下中日韩贸易竞争与互补分析

作为东亚地区经济发展的核心,中日韩三国服务贸易的发展一直备受关注。日本服务贸易的竞争力水平是中日韩三国中最强的,其次是中国,最后是韩国。中国具有竞争力的行业主要是建筑、电信、计算机和信息以及其他商业服务,韩国具有竞争力的行业主要是旅游和建筑服务,日本具有竞争力的行业主要是运输、建筑、专业权利和特许服务以及政府服务。进一步对中日韩服务贸易的影响因素进行分析发现:人均国内生产总值、外商直接投资、货物贸易出口额和服务贸易开放水平与中日韩服务贸易竞争力水平都呈显著正相关关系,其中,服务贸易开放度水平对中日韩服务贸易竞争力水平的影响最大,外商直接投资对中日韩服务贸易竞争力水平的影响最小。     

“一带一路”沿线省域生产性服务业与制造业联动融合关系辨析

选择"一带一路"沿线18个省域生产性服务业与技术或资本密集型装备制造业动态互动关系为研究对象,运用向量自回归(VAR)模型进行4个细分服务业和装备制造业脉冲响应比较研究,探究其双向互促性、行业异质性及长短期差异性。结果表明:二者虽然有长期均衡关系,但是互促作用具有非对称性。装备制造业对生产性服务业发展的总体拉动力强劲。但无论辅助联动式或价值链嵌入式生产性服务,都只是短期助推装备制造业发展,仍难以构成高端服务能力和发挥显著的规模经济效应,其长期匹配及推动作用较小。长期以来,装备制造业对知识密集型服务业需求程度不高,导致装备制造业对其拉动作用不明显,二者互动关联性较弱。不同互动机理及动态匹配方式下细分服务业与装备制造业互动效应差异性显著。装备制造业来自于自身内部的信息变动影响显著。应加强装备制造业创新投资引资、提升装备制造业产业集群创新竞争力、促使生产性服务业高质量发展、提高高层次人才培养引进效率,以促进沿线省域两大产业高层级耦合互动发展。     

大数据技术下消费者个人信用信息共享的治理机制

大数据技术下,消费者个人信用信息可以通过共享被加工成知识,从而促进消费者人格的发展以及征信等行业的升级。从本质来讲,信息共享发挥着知识服务的功能。然而,在云计算和区块链等大数据技术支持下,信息共享呈现出信息的集中收集与传输、分节点存储与利用特征,这在方便信息共享与知识服务的同时,造成了共享者组织有序与共享整体高效之间难以调和的矛盾,共享知识服务功能的实现由此受阻。在对我国治理共享实证资料进行文本分析、对现有共享治理机制效果进行测评的同时,重点借鉴欧美共享治理经验特别是英国沙箱监管模式,并运用知识治理理论进行研究发现,与我国现有治理机制相比,知识治理机制更适合化解当前面临的矛盾,有利于实现大数据技术下信息共享的知识服务功能。根据知识治理机制,我国宜加强对共享者准入与退出的外部监管,引导共享者自我完善内部组织并寻求彼此协作,以确保共享有序;同时提高消费者对共享的参与度,合理配置消费者和共享者对信息享有的权利,强化权利保护与侵权规制,激励信息共享高效开展。在知识治理机制实施过程中,治理者既要借助法律等正式制度的规制作用,也要借助行业自律规范的引导作用。在评估知识治理机制绩效时,要着重考察信息共享对相关行业发展的促进作用以及消费者对知识服务的满意度。     

Taking services to foreign markets: A taxonomy of Brazilian service firms

This study develops a taxonomy of international service firms from an emerging market, Brazil, and assesses whether there are significant differences in international performance between the groups. After an extensive literature review, a survey was carried out with a sample of international service firms located in an emerging economy, Brazil. Using as a departure point two theoretical perspectives, the internationalization process theory and industrial organization theory, in addition to service dimensions extracted from the empirical service management literature, the study identifies four groups—large traditionals, generalist neophytes, solitary traditionals, and daring differentiators—based on firm characteristics, international services delivered, internationalization process characteristics, and international strategies adopted. The findings suggest that there are significant differences in performance between the groups.