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近年来,国内外物流产业发展迅速,有关物流服务质量的研究日益增多,但缺乏全面而系统地描述物流服务质量的比较普适的模型,物流服务质量应由哪些维度构成、研究中应如何在众多物流服务质量评价模型和评价方法中进行取舍成为困扰物流学术界的难题。为着力解决这些问题,弥补理论研究缺口,通过在国内外主要文献数据库中检索1989—2020年间关于物流服务质量的学术论文,并根据研究问题筛选确定67篇中文论文和73篇英文论文进行文献分析。借助系统文献回顾方法进行分析发现,最基础的物流服务质量评价维度主要包括时间性、可靠性、移情性、流程和误差;现有研究使用的物流服务质量评价模型及评价方法主要是SERVQUAL模型、LSQ模型、Kano模型和统计分析方法;对于物流服务质量的研究,国内外在研究内容、研究方法、研究主体等方面存在较大差异,国内研究尽管发展迅速,但与国际水平相比差距依然明显。鉴于此,为进一步提升未来物流服务质量理论研究水平,应注重从物流企业角度开展研究并提供令顾客满意的方案以改进服务质量,加强对冷链物流、众包物流、铁路物流等“小众”行业物流服务的研究以拓展物流服务质量的研究领域,注重结合不同情境对SERVQUAL模型、LSQ模型等基础物流服务质量模型加以改进,重视物流服务质量研究方法创新,通过对混合模型及多种实证方法的运用,提升研究结果的科学性和客观性。 相似文献
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高质量的物流服务已经成为企业全球化的战略安排,如何通过评价进而改善企业的物流服务质量是实现此战略安排的重点。为更好地梳理物流服务质量评价模型与方法的研究现状,把握物流服务质量评价的未来研究方向,使用关键词“物流服务”“服务质量”和“物流服务质量”搜索Scopus and Web of Science(WoS),共获得发表于1992—2018年的76篇文献。在对相关文献的数量、时间、地区等进行简要统计性描述的基础上,运用文献分析法开展述评研究。其中,从服务提供商、客户、服务提供商和客户相结合三个维度评述物流服务质量评价模型及其指标体系,同时考虑供需双方的评价指标体系构建已成为学术界共识;物流服务质量评价方法重点评述了实证检验、确定指标权重以及将客户“声音”转化为质量属性的数理统计方法,发现将客户声音转化为质量属性的评价方法是重点关注领域。已有研究存在以下三方面的不足:一是在企业能力范围内考虑客户需求的物流服务质量评价模型及其指标的难题未解;二是集成各种评价方法对物流服务质量开展科学评价的难题还没有满意的答案;三是平衡评价模型及其指标的通用性与不同部门间的差异性的问题仍未得到有效解决。这三方面缺陷也是未来物流服务质量评价领域的重点研究方向。 相似文献
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PAUL AINSWORTH BRENDA PIPER SAMANTHA KNOTT 《International Journal of Consumer Studies》1993,17(4):305-311
The purpose of this research was to investigate the effect first of sodium reduction and second its substitution (using LoSalt) on the acceptability of eating quality of chilli con carne and ratatouille. Hedonic assessment tests were carried out to determine the lowest levels of sodium necessary to produce acceptable dishes. Triangle tests were carried out to investigate whether differences could be observed when table salt was replaced by a salt substitute. Total sodium content of the dishes was determined by flame photometry. In the case of both dishes the sodium concentration of the most preferred samples was found to be similar. However, the chilli con carne was found to be acceptable at all additions of table salt. It was also found to be acceptable without the addition of any salt. Total substitution of added table salt with LoSalt was also successful in both dishes with panel members being unable to differentiate between salt and LoSalt samples. Thus it would appear that successful dishes can be produced by reducing added table salt levels or by substituting LoSalt, without affecting overall acceptability of the products. 相似文献
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评价和改进医疗服务质量是我国新一轮医药卫生体制改革的重要目标,这需要建立在拥有一套科学和完善的评价指标体系基础之上。然而,我国现有的医疗服务质量评价指标体系滞后于医疗卫生体制改革实践,缺乏系统的理论框架,仅侧重于医院等级评价和业务考察,而没有将评价看作是一个系统的过程,也就难以促进医疗服务质量的持续改进。尝试将广泛应用于公共部门绩效评价的通用评估框架引入医疗卫生服务领域,开发了一套包含三个评价层级共27个指标的医疗服务质量评价指标体系,并以北京S医院为例进行了应用和完善。研究表明,通用评估框架可以为我国医疗卫生质量评价提供新的思路,在实际应用中具有较好的效果,可以准确地呈现医院医疗服务质量的结果和影响医疗服务质量的因素,但也需要在今后的应用中不断更新评价指标,聚焦新医改的任务,增加客观性指标。 相似文献
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The main new contribution of this study was to delve into the asymmetric impacts of changes in oil prices on the trade balance in the framework of six major African economies. To tackle this topic carefully, we employ three measures of external balances—oil, non‐oil and total trade balances, and assess the asymmetric response of the external balances of those six economies to oil price changes in the short and long run. Like most previous studies, we first assume the impacts of oil price fluctuations to be symmetric and employ the linear autoregressive distributed lag (ARDL) method to explore the topic. We then separate oil price hikes from oil price plunges and implement the non‐linear ARDL method to reveal that the price of crude oil has a vital role to play in the trade balances for those six African economies. Further, there is evidence of significant asymmetric impacts of oil prices typically on the oil trade balance of Africa's top oil producing countries. For the non‐oil and total trade balances, in contrast, there is little evidence of the asymmetry of oil price changes. 相似文献
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习文静 《湖北商业高等专科学校学报》2008,(5)
20世纪以来,石油安全问题受到国内众多学者的普遍关注,但是大多限于定性分析。进入21世纪之后,有学者开始尝试采用定量方法研究石油安全问题,石油安全评价是其中一个重要研究领域。通过对相关文献进行综述,既能发现石油安全评价方法存在的问题及发展方向,又能了解影响我国石油安全的因素及评价结果,从而有利于促使我国石油安全问题的深入研究。 相似文献
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Psychometrically sound evaluation measures are vital for examining the contribution of professional training to organizational success in a reliable manner. As training evaluations tend to be both time‐consuming and labor‐intensive, there is an increasing demand for economic evaluation inventories. Simultaneously, evaluation measures have to meet psychometric standards. The present paper develops a time‐efficient training evaluation questionnaire that (1) has psychometrically sound properties; (2) measures more than the participants’ reactions; and (3) is widely applicable across different training contents, thus allowing for comparisons of training programs within and between organizations. The Questionnaire for Professional Training Evaluation is primarily developed for use in practice but is also applicable to field research and covers short‐term as well as long‐term training outcomes. Analyses based on a total of n = 1134 employees show the stability of the factor structure and hint at the questionnaire's differential and discriminant validity. Theoretical and practical implications are discussed. 相似文献
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目前,我国对上市公司盈余质量评价方法大多局限于定性描述,研究方法比较单一,没有形成系统的理论,研究的广度、深度需要扩展。对盈余质量的关注不应该只限于学术范围,应把盈余质量的研究方法纳入现有的会计教育体系,建立专门的上市公司盈余质量评级机构,监督上市公司的盈余调整行为,并通过比较和组合,挖掘其潜在的财务预测信息,避免盲目扩张带来损失,以提高现行会计盈余信息的决策相关性。 相似文献