现代服务业知识管理能力综合评价模型研究

现代服务业已经成长为发达经济中的主导产业之一，成为推动经济增长和可持续发展的重要动力，知识管理则是现代服务业生存及竞争的主要措施。本文在对现代服务业和知识管理能力相关概念进行阐释的基础上，根据现代服务业的特点，设计出一套具有可操作性的现代服务业知识管理能力评价指标体系，并提出了现代服务业知识管理能力测评模型。     

论跨国公司的柔性营销策略及其应用

为了适应广大消费者日益突出的个性化需求，许多跨国公司已开始采用一种新型营销策略－－柔性营销。本文较为详细地阐述了柔性营销自力更生的主要特征、管理环节和具体运用，以期为国内相关企业起到一定的借鉴作用。     

略论现代企业"柔性——人性化"管理

本文介绍了我国现代企业“柔性———人性化”管理的必要性及面临的问题,提出我国现代企业“柔性———人性化”管理的建议与对策。     

数字支付时代下现代服务业的增值税税源管理及其对税收的影响研究

随着新经济的不断发展,数字经济迅速全球化且已成为我国经济发展的新引擎,同时数字支付的迅速普及应用,又促进了现代服务业的快速发展,但也为我国数字支付时代下的税源管理带来新的问题。文章从数字支付时代下现代服务业的增值税税源管理角度出发,尝试分析数字支付时代下现代服务业的增值税税源管理存在的问题及成因分析,从而探讨完善数字支付时代下现代服务业的增值税税源管理的相关政策及制度,最终为我国数字支付时代下的税源管理提供参考依据。     

加快发展现代服务业的地方税收效应分析——以成都市为例

现代服务业主要指那些依托电子信息等高技术和现代管理理念、现代经营方式和现代组织形式发展起来的服务业。其具有高人力资本含量、高技术含量和高附加值三个特征。现代服务业既包括原来没有的新兴服务业,也包括被赋予了较多现代品质的传统意义上的服务行业,而后者是对传统服务业的改组、改造与创新。本文立足成都市现代服务业发展现状,通过对现代服务业的代表性行业的调研分析,结合“十一五”期间地方税收数据,对近年来成都市现代服务业产生的地方税收效应进行总结。     

新城市竞争条件下的淮安现代服务业的发展

现代服务业在经济结构中的比重,体现了城市现代化水平、城市价值和城市竞争力。随着全球化和信息技术的发展与深化,城市竞争的新趋势对现代服务业的发展提出了新的要求。在此基础上结合淮安现代服务业发展的现状,提出了促进淮安现代服务业发展的建议。     

以人为本与柔性管理——论高校管理方法与模式的改革

以人为本与柔性管理是有着内在联系的两种现代管理理念。以人为本是一种思想原则,它为柔性管理的实施提供思想理论指导;柔性管理侧重于构建一种新的管理模式与方法,把以人为本的管理理念落实到管理实践之中。高校管理要坚持以人为本,努力构建以柔性管理为主的管理模式。     

现代服务业:空间分布趋势、发展阶段特征和对南京的启示

现代服务业及其特征目前,关于现代服务业的准确概念和范围,理论界还没有取得一致的认识。十六大报告提出:“现代服务业指那些不生产商品和货物的产业,主要有信息、金融、会计、咨询、法律服务等行业”。南京大学刘志彪等人(2001)认为,现代服务业是从传统制造业的部分环节分化形成的,是伴随着现代科学技术的发展而发展起来的为现代生产过程服务的产业。香港大学陶志刚等人(2001)认为,任何一个服务部门的产品既包括用于直接消费的部分,也包括用于中间投入的部分,现代服务业包括生产者服务业和消费者服务业。中国科协副主席胡启恒(2004)则提出:…     

促进我国生产性服务业发展的税收政策思考

发展现代服务业对我国新一轮经济结构调整具有重大意义,而生产性服务业作为现代服务业不可缺少的核心内容,其能否得到快速有序发展至关重要。本文从行业主体角度,将交通运输业、现代物流业、金融服务业、信息服务业和商务服务业等五大行业作为研究对象,系统分析了生产性服务业的发展状况和现行税收政策存在的问题,并提出了税收政策优化建议。     

现代信息服务业发展模式的比较与选择——基于广东省的数据分析

比较要素导向型、投资导向型和创新导向型三种现代信息服务业的发展模式,分析广东省现代信息服务业的发展现状,提出广东省现代信息服务业选择创新导向型发展模式的具体对策。     

管理咨询业的特性及营销策略

本文分析了管理咨询业的无形性、客户高度参与性、服务质量的不确定性、易逝性、知识性、为组织服务等特性。针对这些特性提出五大营销策略，主要内容有：（1）个性化品牌营销；（2）全员营销；（3）以知识为媒介的直接营销；（4）平衡需求；（5）依据服务体验模型，提升服务质量。     

Development of a taxonomy of services to gain strategic marketing insights

A theme emerging in the services marketing literature indicates that services marketers should look beyond their own industry boundaries to gain marketing insight. A number of conceptual typologies for grouping services have been developed. However, none of these conceptualizations have been studied empirically. This article presents an empirically based taxonomy, developed through cluster analysis of consumer's perceptions of services. The results of the study offer several insights into strategic marketing for service marketers.     

Consumer reliance on intangible versus tangible attributes in service evaluation: the role of construal level

The services marketing literature has traditionally characterized intangibility as the most critical distinction between services and goods, but in practice service production and consumption often involve both intangible and tangible elements. While prior research has examined and debated service intangibility from the firm’s perspective, what is missing is an understanding of how consumers weigh the relative importance of intangible versus tangible attributes in their service evaluation. Drawing on construal level theory, the authors propose that consumers with a high (vs. low) construal level rely more on intangible (vs. tangible) attributes in service evaluation. Furthermore, the effect of construal level on service evaluation is mediated by imagery vividness, with service type (e.g., experience vs. credence services) serving as a boundary condition. The authors conduct two field studies and two lab experiments and find that under a high construal level, consumers rely more on intangible attributes in their service evaluation and choice formation; under a low construal level, consumers rely more on tangible attributes in their service evaluation and choice. The findings not only offer new insights to help reconcile the disparate perspectives on service intangibility in the literature but also have practical implications on service firms’ positioning strategies that vary across time (e.g., advance selling vs. on-site selling) and space (e.g., near vs. distant outlet), as well as which attributes to emphasize in their marketing communications.     

绿色营销:旅行社营销战略新观念

基于可持续发展要求，提出旅行社绿色营销的新战略现；强调旅行社作为旅游业的先导应担负起生态责任；分析了绿色营销对旅行社经营的重要性；指出我国旅行社企业在绿色营销过程中存在的普遍问题；并初步探讨了旅行社实现绿色营销战略的途径。     

商业企业服务营销战略研究

随着经济社会的深入发展,产品供求关系发生了质的变化,即从卖方市场过渡到买方市场,从厂商主权转变为消费者主权。商业企业要在激烈的竞争中获胜,须打造切实可行的服务营销战略。通过从开展绿色服务、控制服务质量、注重互动营销、营造服务特色四个方面入手,可以为商业企业的长远发展提出有效的服务营销路径选择。     

农业生产性服务供给渠道的有效性：农户收入和满意度视角——基于西南4省市问卷调查数据的实证分析

发展多元化多层次多类型的农业生产性服务,必然要求供给渠道社会化系统化多样化,而不同的供给渠道有不同的适用条件,进而在实践中表现出不同的有效性。基于西南地区599个农户的调查数据分析表明：10类农业生产性服务中,农机服务、农技推广服务、农产品物流服务、农业信息服务、农产品质检服务及土地流转服务供给渠道数量的增加有助于农户收入增长,而农资服务、农业基础设施服务、农业金融服务、农产品销售服务供给渠道数量与农户收入水平负相关,各类农业生产性服务的不同供给渠道对农户满意度的影响具有差异性。各地区在农业生产性服务供给过程中,需要根据农业生产和农户的现实需求选择适用的供给渠道,并积极改进农户满意度不高、增收效果不好的供给渠道。     

The impact of services versus goods on consumers’ assessment of perceived risk and variability

With the development of service marketing concepts comes the need to test theory against consumer behavior. This study examines differences in perceived risk and variability between services and goods. In a controlled experiment whereby product stimuli were objectively placed along a goods-services continuum, data from consumers was collected focusing on six types of perceived risk and product variability. The findings of the study provide evidence that services evoke heightened risk and product variability perceptions.     

国外有关顾客参与的研究综述与发展方向

顾客参与已成为近年来国际营销学研究热点之一,西方学者针对顾客参与的研究取得了丰硕成果。通过对顾客参与的概念界定,顾客参与的过程和构成维度,企业管理学和服务营销学角度中有关顾客参与的角色,顾客参与的各种投入和强度等方面的国外顾客参与相关研究成果进行全面梳理,可以发现现有研究对顾客参与概念、顾客参与维度和测量均未形成一致观点,顾客参与的角色不清晰,缺乏系统、动态视角的观点。未来研究中应准确定位顾客参与的概念和维度,探索服务员工对顾客参与的影响、参与结构的效用,重点推进服务供应系统的顾客参与,关注服务供应环境。     

The nature and determinants of customer expectations of service

A conceptual model articulating the nature and determinants of customer expectations of service is proposed and discussed. The model specifies three different types of service expectations: desired service, adequate service, and predicted service. Seventeen propositions about service expectations and their antecedents are provided. Discussion centers on the research implications of the model and its propositions. Her research interests include services marketing and consumer perceptions of price and quality. Her articles have appeared in theJournal of Consumer Research, Journal of Marketing, Journal of Marketing Research, Journal of Consumer Affairs, Journal of Retailing, andManagement Accounting. She is co-author (with Len Berry and Parsu Parasurman) ofDelivering Quality Service: Balancing Customer Perceptions and Expectations (The Free Press, 1990). Leonard L. Berry holds the J. C. Penney Chair of Retailing Studies, is Professor of Marketing, and is director of the Center for Retailing Studies at Texas A&M University. He is a former national president of the American Marketing Association. His research interests are services marketing, service quality, and retailing strategy. He is the author of numerous journal articles and books, includingMarketing Services: Competing Through Quality (The Free Press, 1991), which he wrote with A. Parasuraman. His research interests include services marketing, sales management, and marketing strategy. He has written numerous articles in journals such as theJournal of Marketing, Journal of Marketing Research, Journal of Business Research, Sloan Management Review, andBusiness Horizons. He is the author ofMarketing Research (Addison-Wesley, 1991) and coauthor (with Leonard L. Berry and Valarie A. Zeithaml) ofDelivering Quality Service: Balancing Customer Perceptions and Expectations (The Free Press, 1990).