基于SERVQUAL的非营利性组织服务质量评价模型研究

文章首先对营利性和非营利性组织的区别进行阐述,结合SERVQUAL模型本身存在的缺陷,得出起源于营利性组织的SERVQUAL模型用于非营利性组织服务质量评价存在的缺陷,并在此基础上对SERVQUAL的维度和问项进行修正和完善,构建了非营利性组织服务质量评价的指标体系。用重要性—表现映射代替期望和感知差距模型,最终形成一个非营利性组织服务质量评价模型,以期为非营利性组织服务质量评价提供借鉴和参考。     

我国商业银行服务质量评价与改进对策研究——基于改进的SERVQUAL模型

随着我国金融市场的进一步开放,我国商业银行正面临着日益严峻的竞争压力,商业银行的服务质量也越来越受到各方的关注.在服务业中利用SERVQUAL模型评价服务质量已经取得了很多成果.本文利用改进的SERVQUAL服务质量测量模型,根据实际调查数据分析了我国商业银行的服务质量现状,讨论了服务质量问题产生的原因并提出了初步改进建议.     

高校后勤集团服务质量SERVQUAL评价实证研究

文章以南京A大学后勤服务集团为实证研究对象,分析实施SERVQUAL服务质量评估方法对高校后勤服务质量管理的作用与影响。研究表明,SERVQUAL服务质量评估理论应用有助于探测社会化改革下的高校后勤集团服务质量的影响因子,通过修正使得高校后勤服务质量提升更加可控,有效地提升了师生的满意度以及后勤集团的服务质量。     

精准扶贫政策下民宿从业人员服务质量提升研究——以四川省甘孜州白玉县为例

发展民宿经济是乡村旅游发展的一大重要环节。文章是在国家精准扶贫政策的大背景下,以国家扶贫工作重点县白玉县为例,通过对白玉县的文献资料收集、实地走访以及问卷调查工作,具体研究白玉县在乡村振兴战略支持下民宿从业人员的服务质量,结合当地实际,从政府、社会、管理者、从业人员自身四个层面探索民宿从业人员服务质量提升的可行性路径。     

基于网络文本分析的乡村民宿旅游体验感知研究——以莫干山地区为例

以莫干山地区的乡村民宿集聚区为研究案例地，以携程网的民宿评论为资料来源，采用内容分析法探讨游客民宿体验的要素结构和特性。结果显示：游客对于民宿体验感知主要体现在感官体验、情感体验、特色体验和行动体验4个方面，“房间”“老板”“服务”是游客最为关注的具体对象；民宿体验感知总体持积极情绪，消极情绪主要来源于性价比低、缺乏娱乐等方面。研究结果可为民宿产业的可持续发展提供参考和借鉴。     

非赢利型创业孵化机构服务质量评价体系研究——以上海市大学生科技创业基金会为例

本文从研究国内外创业孵化机构的发展及服务特征入手,选取上海市大学生科技创业基金会为例,基于服务质量管理评价的SERVQUAL模型,采用德尔菲法,通过参考服务质量管理领域的专家和学者以及从事创业服务孵化行业的有着丰富实践经验和理论基础的业内人士的意见和建议,经过不断探讨和修订,最终制定出创业孵化机构服务质量的各个指标,建立服务质量指标体系,为提高科技企业孵化器的运行质量,提升其管理和服务水平提供方法和依据。     

民宿微景区化集群开发与网络口碑研究——以河源市民宿为例

互联网经济、共享经济背景下,民宿应更加关注游客网络舆情,做好网络口碑的培育.聚焦于河源特色民宿微景区化集群开发、形象感知及网络口碑调查,运用ROST网络文本挖掘方法,挖掘游客感知河源民宿的数据足迹,实施河源8个代表特色民宿的游客感知评测研究,总结河源民宿创新营销与管理、反哺乡村旅游振兴的经验,以期梳理民宿产业链延伸、服务设施优化、乡土文化质感营造等方向,提出规划引领民宿管理布局、发挥民宿对乡村文旅触媒效应、激活民宿互动营销、融入乡村振兴战略等针对性创新发展建议.     

基于顾客满意度的高端酒店服务质量改进研究

以深圳市高端酒店为研究对象，以SERVQUAL（服务质量评价）模型中影响顾客满意度的5个维度为基础，运用扎根理论找出影响高端酒店服务质量的第6个维度。用问卷调查法收集数据，用SPSS25.0软件分析数据，探索服务质量影响因素与顾客满意度之间的关系，构建高端酒店服务质量评估模型。研究发现，移情性和发展性对于高端酒店服务质量的影响更为显著。基于研究结论，提出了服务质量改进策略，为高端酒店实现既定经营目标、保持全面发展和提升自身竞争力提供理论支持，更好地满足顾客需求。     

基于SERVQUAL模型的展览业服务质量评价实证研究

本文采用SERVQUAL模型对上海国际酒店用品博览会服务质量进行评价。在调研所得数据的基础上，分析了该展会所提供的服务和参展商期望之间存在的差距，以实证计量方法计算出该展会的总体服务质量得分，并据此对展会服务提供针对性建议。     

西方企业服务质量研究述评

服务质量是近年来国内实务界与学术界都相当苯注的热点问题。文章针对过去15年西方企业服务质量研究的经典理论和测量方法,例如PZB服务质量模式、SERVQUAL、SER VPERF等,进行回顾、分析、评价,并提出建议。目前,学术界还是以SERQUAL直接衡量消费者的满意程度比较普遍。企业应当有自己的服务质量评价体系,并将其与顾客感知服务质量评价体系有效结合。     

Penetration and Post-infection Development of Meloidogyne Incognita on Tobacco as Treated by Rhizobacteria Pseudomonas Fluorescens Strain P-72-10

The bio-control potential of rhizospere bacteria Pseudomonas fluorescens against plant-parasite nematode had been demonstrated. P. fluorescens had shown the effect to enhance tobacco resistance to root-knot nematode Meloidogyne incognita. Inoculation with P. fluoreseens in tobacco could lead to significant reductions in the number of juveniles that penetrated tobacco root and further life stage development of the juveniles. The number of juveniles penetrated into tobac- co root in treatment with P. fluorescens is significantly different from CK at 2DAI, 6DAI, 8DAI and 10DAI. Significant reduction and delayed development of juveniles that penetrated into tobacco root and treated were observed in treatment at 14DAI, 21DAI, 28DAI and 35DAI. In addition, P. fluoreseens treatment leads to a significant reduction in the number of eggs per egg-mass at 35 DAI. The results show P. fluorescens induced a continuously suppression on root-knot nema- tode M. incognita throughout their entire early infection phase of root penetration, subsequent life stage development and reproduction.     

For Better or for Worse? Local Impacts of the Decentralization of Indonesia’s Forest Sector

This paper quantifies the local impacts of mechanized logging on forest-dependent communities in Indonesia, before and after decentralization. A conceptual framework incorporates financial, social, enforcement, rent-seeking, and environmental impacts. Using data from 60 communities in East Kalimantan, the empirical results suggest that significantly more households received financial and in-kind benefits after decentralization compared to before. Many communities engaged in self-enforcement activities against firms both before and after decentralization. Post-decentralization, a significantly higher proportion of households perceived community forest ownership. There were few significant differences in perceived environmental impacts. Little evidence exists of a post-decentralization trade-off between environmental and financial contractual provisions.     

以资本管理为核心的银行治理综合评价指标研究

商业银行的特殊性体现在风险性、外部性和多重治理目标上,尤其集中体现在风险管理的本质上。风险管理日益成为现代商业银行的主体活动和核心职能,资本管理成为现代商业银行风险管理的核心。在整合EVA和RAROC指标的基础上。文章构建了以资本管理为核心的银行治理的综合评价指标,以求真实反映银行经营的成果,有效衡量风险收益和风险成本的对比关系,从而反映以资本管理为核心的银行风险管理的过程、能力和效率。     

Markteintrittstiming von Telekommunikationsdiensteanbietern

Zusammenfassung Die vorliegende Studie analysiert für 87 Neuprodukteinführungen (NPE) und Auslandsmarkteintritte (AME) von Telekommunikations(TK)-Diensteanbietern in Deutschland, zu denen 42 Schlüsselinformanten in einer schriftlichen Befragung Auskunft gaben, (1) inwieweit deren zeitliche Eintrittspositionierung durch Marktcharakteristika und Unternehmensressourcen erkl?rbar ist sowie (2) inwieweit und gegebenenfalls unter welchen unternehmensexternen und -internen Situationsbedingungen deren Markteintrittstiming mit dem wahrgenommenen Eintrittserfolg assoziiert ist. Ein früher Markteintritt wurde dann realisiert, wenn die Wettbewerbsintensit?t im adressierten Gesch?ft niedrig und das Budget für den Expansionsschritt überdurchschnittlich ausfielen. Zwischen dem Markteintrittstiming und der Beurteilung des Eintrittserfolgs bestand ein nicht monotoner, umgekehrt U-f?rmiger Zusammenhang: Frühe Folger wiesen signifikant bessere Erfolgswerte auf als Pioniere und sp?te Folger, deren Erfolgsniveaus nicht signifikant divergierten. In einer Industrie, die durch starke externe Netzeffekte gepr?gt ist, fallen offenbar die Nachteile eines Markteintritts als Pionier oder sp?ter Folger st?rker ins Gewicht als die Vorteile dieser beiden zeitlichen Eintrittspositionierungen. Unabh?ngig vom Markteintrittstiming wurden NPE/AME von TK-Unternehmen als erfolgreicher eingestuft, wenn sie sich in einen Markt mit stark wachsender Nachfrage und aufeinander abgestimmt (re)agierenden Wettbewerbern mit qualitativ überdurchschnittlichen, abw?rtskompatiblen, erprobbaren und wenig erkl?rungsbedürftigen TK-Diensten engagierten.      

利用膜技术回收利用碱性废水研究进展

回顾了利用膜分离技术处理碱性废水的工艺与综合利用技术所取得的丰硕成果，总结了各种治理方法的特点、适用性及发展方向。     

Taxing Times in Indonesia: The Challenge of Restoring Competitiveness and the Search for Fiscal Space

Indonesia’s economic growth picked up slightly in mid-2016 but remains below the level demanded by government and popular aspirations. Despite a plethora of reforms intended to increase efficiency and productivity, some policies are perverse and longstanding problems of implementation remain. The share of manufacturing has declined, the real exchange rate has appreciated, exports have dwindled, and growth has been trending downwards. The banking sector is stable but inefficient, with wide net interest margins and numerous barriers to competition. Trade protection, particularly in basic food commodities, has created high costs that weigh particularly heavily on the poor. Declining government revenues have placed increasing pressure on the public budget, even as the current administration aims to increase spending on infrastructure and welfare and to enhance productivity. In an effort to increase revenues, the government has announced a tax amnesty program and other measures. In addition, Sri Mulyani Indrawati, the new finance minister, has taken steps to cut non-essential expenditure in order to secure high spending on infrastructure and at the same time keep within the 3% budget deficit limit stipulated by law. Although the overall debt situation is not yet alarming, declining revenues and budget cuts that do not fully reflect this decline are putting pressure on increasing debt levels. The government’s high-profile tax amnesty program was the major policy initiative implemented in the second half of 2016 that aimed to relieve this pressure. Despite widespread criticism of, and scepticism about, the tax amnesty (both within and outside Indonesia), its first phase had a much higher participation rate than most independent accounts expected. Revenues raised so far through the amnesty are less than 60% of the official target, but this is actually a strong result for the short term. The bigger question, however, is whether the amnesty is a key element of a more encompassing strategy to overhaul the system of taxation and tax administration.     

The causes of Japan's ‘lost decade’: The role of household consumption

In this paper, I analyze the causes of the prolonged slowdown of the Japanese economy in the 1990s and find that the stagnation of investment, especially private fixed investment, was the primary culprit. I then investigate the causes of the stagnation of household consumption during the 1990s and find that the stagnation of household disposable income, the decline in household wealth, and increased uncertainty about the future are among the contributing factors. Finally, I consider whether demand side factors or supply side factors were more important as causes of the prolonged slowdown of the Japanese economy in the 1990s and conclude that the former (especially misguided government policies) were probably more important.