How libraries can enhance customer service by implementing a customer value mindset

Libraries have a rich tradition of solid customer service. Good service today, however, is often not good enough. Libraries can improve the customer experience by understanding what it means to truly deliver outstanding value. Implementing customer‐centric marketing and the latest technology can increase the perceived value of library usage before, during, and after service delivery. The evolving library experience framework explains how library administrators can prepare for current challenges and future changes to enhance customer service. A customer value‐based services perspective will help libraries strengthen overall user experiences to keep a larger “share of customer” from formidable information rivals such as search engines, online databases, news sources, video sharing sites, internet service providers, and content creators.     

北京市农村集体经济组织产权制度改革模式与政策建议

近几年来,北京市大力推进以“资产变股权、农民当股东”为基本方向,以发育社区股份合作制为主要形式的农村集体经济组织产权制度改革,形成了“近郊全面推开,远郊扩大试点”的局面。本文总结了北京市农村集体经济组织产权制度改革的四种模式,分析了在改革的实践过程中出现的各种矛盾和问题,提出了进一步推进北京市农村集体经济组织产权制度改革应坚持的基本原则和政策建议。     

脱贫攻坚背景下提升农村基层党组织组织力研究

我国脱贫攻坚工作错综复杂,任务繁重,在全面脱贫攻坚过程中,对农村基层党组织的组织力提出了新的要求。不少农村基层党组织的组织力还存在党员干部思想文化素质偏低、党组织领导核心作用被弱化、流动党员队伍教育管理困难、部分党组织从严治党不力等诸多问题。基于以上分析,本研究从增强基层组织核心力、提升振兴发展推动力、激发贫困群众内生动力、坚强基层组织保障力等方面入手,提出提升农村基层党组织组织力助推脱贫攻坚的有效路径。     

Assessing adaptive capacity of water management organizations. The case study of the municipality of Tomave (Bolivia)

Climate change is only one of several pressure and drivers, such as natural disasters, improvements in technologies and changing customers’ behaviors that water organizations have to relate and adapt to. This places new challenges (e.g. dealing with increased exposure, vulnerability, and uncertainty) to water management and require water organizations to change their perspective on how to deal with water issues. This paper builds on a literature review to identify dimensions and criteria of adaptive capacity and presents a conceptual framework to assess organizational adaptive capacity. The developed framework has been tested within the Municipality of Tomave (Bolivia). The paper results emphasize the incapacity to transform routines as the context is changing leads to the construction of barriers and to the inability of an organization to support the process of change of the society. In addition, the study emphasis that the development of a working system based on cooperation requires first that an organization acquires skills and adapt its routines to the new working system. Furthermore, the development of a participatory process of planning and implementation of policies would help to reduce the trade-offs and conflicts related to water management. Linked to this, the development of a system for monitoring and evaluation of policies implemented organization can contribute to build an iterative mechanism so to allow a redefinition and improvement of such policies.     

公共物品非营利组织供给的经济学分析

非营利性组织可以弥补政府和市场在公共物品提供上的不足。文章分析了非营利性组织提供公共物品的必要性，深入探讨了我国非营利组织提供公共物品时存在的主要问题，在此基础上，提出了一些对策和建议，以更好地发挥我国非营利性组织的公共物品提供中的作用。     

“That's not my job”: Exploring the employee perspective in the development of brand ambassadors

It is well established that the role of employees is essential in effective brand management for hospitality organizations to create a competitive advantage. In seeking to capitalize on this important facet of brand management, this study considers employees understanding of the brand, as an important direct antecedent to realizing brand ambassadors. Specifically, three factors, or psychological states, were conceptualized and examined in relation to how such states inform an employee's commitment to the brand as well as develop employee brand equity, as reflected in their pro-brand behavioral intentions. The results indicate that employees’ pro-brand attitude and behavior are influenced by different brand understanding factors. Relational factors (employee perceived brand importance and brand role relevance) are the key antecedents to employee brand commitment. Employee perceived brand knowledge contributes to their pro-brand behavior directly, but not brand commitment. The results of this empirical study support the importance of examining an employee's psychological states, as manifest in the three brand understanding factors, in an endeavor to achieve coveted brand supporting outcomes. The results suggest that although perceived brand knowledge can contribute to employee brand equity, employees must see the brand as being meaningful and relevant to embrace their role as brand ambassadors.     

企业与非营利组织合作中存在的问题与对策

我国企业与非营利组织间的合作存在的突出问题主要有捐赠总额较小、慈善营销比例较大、风险意识比较淡薄、监督不力、非营利相关税制不完善等。进一步加强双方的合作，可从规范企业与非营利组织双方行为、促进非营利税制改革、增强组织交流与沟通、开发多元化的合作渠道和方式、增强风险意识等方面入手。     

非政府组织在北部湾经济区建设中的治理效能浅析

当前,非政府组织已经成为服务北部湾经济区建设的重要力量。但是,在实践中,非政府组织面临着治理的效能低下等问题。因此,需要非政府组织通过强化组织信念,构建非政府组织的社会信任机制,以及加强与政府合作等来提升非政府组织在北部湾经济区建设中的治理效能。     

Addressing food and nutrition security from a human rights-based perspective: A mixed-methods study of NGOs in post-Soviet Armenia and Georgia

Increasing numbers of non-governmental organizations (NGOs) declare a move from a needs- to a human rights-based approach (HRBA) in addressing food and nutrition security. Little work, however, has been done to reveal how HRBA to food is realized at a country level. Using a mixed methods approach, we demonstrate main challenges for NGOs’ adoption of HRBA in Armenia and Georgia. A combination of NGO operational and state level factors hamper rights-based food and nutrition work of NGOs. NGOs’ willingness and capacity to engage with HRBA to food and confront the state is influenced by the history of post-Soviet transition, views on the state versus market, and isolation from transnational actors propagating the right to adequate food.     

不确定环境下的非营利组织战略反 应研究

市场导向和组织创新是非营利组织( Nonprofit Organizations,NPO)在不确定环境下作出的战略反应,据此论文构建了环境不确定性、NPO战略反应和绩效间关联的概念模型。应用问卷调查数据及结构方程建模方法对概念模型进行检验,研究发现：(1)环境不确定性对NPO市场导向和组织创新均有直接驱动作用；(2)组织创新在市场导向与NPO绩效的关系中具有部分中介作用；(3)市场导向和组织创新在环境不确定性与NPO绩效的关系中具有完全中介作用。研究结果不仅丰富了战略管理理论和市场导向理论,同时也为我国NPO在不确定环境条件下选择合适的战略以实现组织的持续健康发展,提供了有益参考。