Using integrated quality assessment for hotel service quality

In the age of growing foreign tourism, providing excellent quality service at hotels is increasingly more important. Service quality and customer satisfaction have gradually been recognized as key factors used to gain competitive advantage and customer retention. Most companies conducted satisfaction surveys of their customers, with a view of using analysed results to identify attributes of potential improvement. However, this kind improvement decisions on the attributes with a lower satisfaction level needs not to be appropriated. Thus, to achieve higher levels of overall satisfaction with the hotel experience, this study combined four simple methods, including Kano’s model, refined Kano’s model, Importance-Satisfaction model, and the Improvement index, to evaluate two types of hotels. The integrated approach of service quality measurement is based on the importance and satisfaction survey of the quality attributes. The survey, with 24 attributes and service items, were administrated to a random sample of 400 customers at one business hotel and one resort hotel in Taiwan. The strategies of these two kinds of hotels were compared and discussed in this study. On the basis of the key quality attributes identified by employing the integrated approach, which are significantly different from those identified on the basis of a simple satisfaction survey, hotels can make appropriate decisions on specific areas for improvement to further enhance the hotel service quality in Taiwan.     

长输管道工程竣工资料管理工作分析

文章通过结合自身工作的实际情况,分析了在竣工资料管理工作中存在的问题,并对相关问题提出了解决方案,在实践中取得了较好的效果,一定程度上解决了竣工资料管理工作中出现的问题,达到了资料编制及时、规范的目的。     

基于RFID技术的高校档案数字化管理系统

物联网时代到来指日可待,进行档案管理的技术升级与改造,从而实现数字化迫在眉睫。RFID技术作为一种图像识别技术是高校档案数字化管理未来发展的方向,有着不可估量的作用,势必广泛应用。本文在充分分析了高校档案管理数字化的紧迫性和RFID技术应用于高校档案数字化管理中的优势的基础上,提出了管理系统的功能模块设计以及工作流程。     

模块化与服务外包

模块化已成为服务外包产业中一种重要的发展趋势。本文比较了模块化服务外包与传统服务外包的特点,探讨了模块化背景下的服务外包产业链结构形态及服务外包产业中的治理形式及其演变。最后,从四个方面提出了模块化背景下中国服务外包产业的发展方略。     

The welfare costs of monopoly are larger than you think

We show that monopoly is the parent of monopsony when an industry employs specialized resources. This means that the welfare loss from monopoly and monopolization is larger than commonly portrayed. Copyright © 2010 John Wiley & Sons, Ltd.     

Corporate cash holdings and dividend payments: evidence from simultaneous analysis

This study explores the simultaneous relationship between corporate cash holdings and dividend policy using a large sample of around 400 non‐financial firms for the period from 1991 to 2008. The results show that cash holdings are affected by dividends, leverage, growth, size, risk, profitability, and working capital ratio. Dividend policy is affected by cash, leverage, growth, size, risk, and profit. When controlling for simultaneity, dividend payments do not appear to significantly affect cash holdings, nor do cash holdings affect dividend policy. The empirical analysis suggests that simultaneity is crucial in analyzing corporate cash holdings and dividend policy. Copyright © 2011 John Wiley & Sons, Ltd.     

Towards mediation: developing a theoretical framework to understand alternative dispute resolution

This article examines alternative approaches to conflict resolution by developing a theoretical framework that relates dispute resolution practice to philosophical assumptions about authority and knowledge. By investigating the assumptions underpinning interest‐based bargaining and mediation their link to direct democracy and challenge to managerial authority are revealed at the level of theory and practice.     

Whose constituency? Representativeness of the Finnish Paper Workers' Union,innovation strategies,and outsourcing in the Finnish paper industry between 1980 and 2008

Outsourcing has been a conflictual issue in the Finnish paper industry, which reached a temporary solution in 2005. This article analyses the Paper Workers' Union's stance on outsourcing, arguing that it has been defending acquired rights and perhaps deliberately narrowed its representation of diverse constituencies over time.     

Pricing Practices of Resellers in the Airline Industry: Posted Price vs. Name‐Your‐Own‐Price Models

I find that when a reseller with market power serves an airline company and only linear contracts are feasible, the airline prefers that the reseller utilizes the Name‐Your‐Own‐Price (NYOP) (a la Priceline) instead of the Posted Price (PP) (a la Hotwire) model. Essentially, the airline can better extract the surplus of the reseller if power over pricing is in the hands of numerous consumers, each bidding according to her preferences, instead of being concentrated in the hands of the reseller. Introducing two part tariff contracts or competition among resellers eliminates the distinction between the two pricing models. Either form of pricing generates the same outcome as vertical integration of the airline with the downstream market of resellers.