Multi-Attribute Dimensions of Service Quality in the Fast Food Restaurant Industry

Abstract

As the fast food restaurant industry grows in the Western industrialized world, it has also become increasingly competitive. In such an environment, marketers are concerned about how to increase or maintain market share through better service quality and effective segmentation strategies. This paper reports a two-phase exploratory study conducted to determine the dimensions of service quality in the fast food industry, from the consumer's perspective. Factor analysis revealed 10 dimensions made up of 57 different attributes. The 10 dimensions were able to discriminate among three groups of fast food patrons, namely: frequent, less frequent, and more frequent patrons. Managerial implications of these findings, for market segmentation, targeting, positioning, and promotional strategies are discussed.     

从家电企业谈顾客维系

随着家电市场竞争的日益激烈,顾客流失较为普遍,顾客的维度减弱已成为家电制造企业生存和发展中的最大困惑。产品质量缺陷、顾客对售后服务不满意、竞争对手夺走顾客、与顾客缺乏沟通是主要成因。有效防止顾客流失,企业应加快从＂以产品为核心＂向＂以顾客为中心＂转变,采取积极建立顾客档案、实施全面质量管理、提高服务质量、对顾客进行关联管理等有效措施,增强企业对顾客的维系度,降低顾客流失风险,提升市场竞争力。     

吃什么远离胃癌

老百姓怕得病,更不愿吃药,都希望通过饮食保证健康。胃癌是我国最常见的恶性肿瘤之一,在我国发病率居各类肿瘤的首位。一般胃癌未经治疗者平均寿命约为13个月。每年约有17万人死于胃癌,几乎占全部恶性肿瘤死亡人数的1/4,且每年还有2万以上新的胃癌病人产生。胃癌是一种危害性极大的癌症,所以需要从日常开始预防。     

食品供应链中食品安全的控制

本文从供应链管理安全的角度入手,通过对食品安全概念的理解,对食品供应链管理中的一些环节进行具体分析,研究其对食品安全的影响,并针对现有问题进行了研究,提出通过整合食品供应链来达到更有效地控制食品安全的想法。     

Food Values Applied to Livestock Products

Food values have been proposed in previous research as a method of identifying stable constructs of consumer preference. We conducted an online survey of 1950 US respondents using best–worst scaling applying the concept of food values to four specific meat and dairy products: ground beef, beef steak, chicken breast, and milk. We test the applicability of general food values to specific products, while further discovering the nature of heterogeneity of values by defining classes of respondents. Our findings suggest that the general food values previously proposed apply well to specific products of the livestock industry. We also found that the differences between consumer classes were driven primarily by price sensitivity, with many of the most important and least important values remaining the same.     

加入WTO后应大力发展绿色食品、有机食品和无公害食品

环境对绿色食品、有机食品和无公害食品具有影响,加入WTO后面临着发展机遇与挑战。为了 加快绿色食品、有机食品和无公害食品的发展,应大力培养绿色食品、有机食品和无公害食品的专业人 才及管理人才。     

Quality Feedback from Patrons in the Fast Food Industry

A major tenet of Total Quality Management (TQM) is quality provision from the customer's perspective. A common quality measurement technique used by restaurants of all types is the customer comment questionnaire. Available at the table, counter, or by request, the questionnaire attempts to provide feedback to management on the dining experience from the patron's viewpoint. This paper evaluates this popular feedback method through an analysis of current questionnaires in use in franchised fast food restaurants. comparisons are also made with other common feedback methods. Current practices are discussed, along with recommendations for improvements.     

从营养学角度比较中西餐

分别从中西餐膳食结构、原料选择和搭配、烹调加工工艺三方面,比较中西餐的营养,以期能够促进中西餐互相交流,互相借鉴,共同发展,促进人群健康发展。     

The Quality Dimensions of Internet Retail Food Purchasing

ABSTRACT

This exploratory study examines relevant factors affecting consumers' evaluation of product and service quality in the context of Internet retail food purchasing. A total of 489 anecdotes, written by online consumers based on their own shopping experience, were collected and content analyzed. In turn, 18 quality dimensions and 58 sub-attributes were identified. The asymmetric effect of positive and negative attribute-level performances on consumer dis/satisfaction was discussed. The impact of two delivery strategies on consumers' perceived quality was also examined. Finally, managerial implications and recommendations were provided in order to pave the way for possible improvement of the quality of Internet retail food purchasing and, in turn, consumer satisfaction.     

A View on the United States from Europe

The recent behaviour of the U.S. economy poses two conundrums: short-term interest rates are much lower than would normally be expected, and the yield curve is flat. These suggest to many European observers that U.S. economic prospects are not as rosy as often depicted. In particular, deficits in the federal budget and the current account are not sustainable in European eyes; and significant Fed tightening will be necessary, thus causing a significant deceleration of U.S. growth.JEL Classification E200,E600     

我国粮食安全的影响因素及其对策

在影响粮食安全的各种因素中,人口增长、消费结构升级、生物质能源需求增加、城市化水平提高是影响粮食需求的主要因素,耕地数量减少、耕地质量下降、水资源匮乏、气候条件异常、科技进步、种粮成本是影响粮食生产的主要因素,而外贸依存度、粮食储备能力也是影响粮食安全的重要因素.为了保证粮食安全,必须严格保护耕地,遏制耕地的减少;加强农田水利基础设施建设,提高农业综合生产能力;强化科技支撑,提高粮食单产和品质;加强土地环境保护,减少污染;完善粮食储备,健全储备粮食调控机制等.     

Industrial Policy in the United States

Does US government policy purposefully benefit particular industries or is industrial policy absent in the USA? Based on a review of recent US policies this paper argues that the USA applies many policies with an industry-specific impact. But these policies do not differ significantly from those in other countries and the process in which US industrial policies emerge severely limits their consistency. What differentiates the USA is a microeconomic business environment that enables a high degree of regional specialization, benefits especially knowledge-driven industries, and raises the impact of innovation and entrepreneurship policies.     

中国律师美国之行

熟悉WTO规则的八都知道这一点:WTO表面上看起来是政府间的协议,实际上在很大程度上体现的是各成员方企业和行业的利益,很多WTO纠纷实质就是成员方的企业之间对市场的争夺。所以,关于中国入世的话题,不应再停留在挑战、机遇及应对这些宏观层面的探讨上,而应进入指导企业如何实际操作中。而企业,尤其是大中型企业,有进出口业务的企业,在中国入世之后更需要WTO法律专家或律师的帮助。鉴于此,国家司法部、国家外国专家局于年前在10多万律师从业大军中,选拔出10名律师和7名法学院教师,首次赴美研修WTO争端解决机制。中国律师此行情况如何,他们给中国企业带来了哪些实质性东西成了业界关注焦点。     

Corporate Community Contributions in the United Kingdom and the United States

We address the issue of UK firms relatively poor record of corporate community contributions (CCCs) by subjecting them to formal comparison with those of US firms. To this end, we employ data on the top 100 UK, and top 100 US, contributors in 2001. Cross-country differences are described and discussed with reference to a stakeholder perspective on corporate social responsibility, and CCCs in particular. In this connection, we evaluate the role played by the sectoral composition of activities, as well as national, cultural and institutional factors. Our findings highlight a number of significant cross-country differences in the pattern of CCCs and suggest that UK and US firms operate within significantly different stakeholder environments.JEL Classification: M14Stephen Brammer is a Lecturer in Business Economics at University of Bath, with research interests in the area of corporate social responsibility. Much of his recent research has examined the stimuli for corporate socially responsive behaviour, the management of business social responsibilities, and the relationships between firm social performance and other dimensions of corporate performance. Recent publications include articles in the Journal of Management Studies, the European Management Journal and Business Ethics: A European Review.Stephen Pavelin is a Lecturer in Economics at the University of Reading, with research interests in foreign direct investment and corporate social responsibility. His current research agenda seeks to address: the effect of corporate social performance on the reputations and financial performance of firms; the incidence and quality of social and environmental reporting; demographic diversity (regarding gender and ethnicity) among corporate boards; and the effect of firms geographical diversification on their social performance. Recent publications include articles in the International Journal of Industrial Organisation, the Open Economies Review, the European Management Journal and Business Ethics: A European Review.     

新型城镇化、主销区粮食自给底线与能力安全

在新型城镇化和工业化的背景下,大量农村劳动力持续外流而放弃粮食生产转向收益较高的非粮产业。近年来,由于高度重视粮食生产和加大强农惠农支持力度,全国粮食产量实现“十二连增”,库存也随之攀升。但主销区粮食产需缺口逐年扩大,进口粮增加并创历史新高。本文认为粮食主销区需明确自给底线、增强调入能力,调整产出结构,保护粮食生产能力,实现粮食能力安全。