Does the nature of airport terminal service activities matter? Processing and non-processing service quality,passenger affective image and satisfaction

The surge in air transport demand and the increasingly competitive and volatile market dynamics due to airline deregulation are rapidly transforming airports’ character into multi-service firms and destinations. As a result, service performance measurement of significant systems and their consequent impact on airport users are crucial in creating better airport service design, operation and management for sustainable competitive advantage. The present study 1) assesses the applicability of the Airport Indicators of Passenger Experience (AIPEX) model on Shanghai Pudong International Airport (PVG), and 2) tests a theoretical model that explores the direct and indirect relationships among airport service quality, passenger affective image and satisfaction, as well as the moderating mechanism of passenger type (travel purpose) in these associations. The results indicate that, the AIPEX model fits the PVG context for airport service performance assessment. Also, the theoretical model suggests robust direct associations among processing/non-processing domains and passenger satisfaction, as well as the processing domain and passenger affective image, except non-processing domain and passenger affective image relation. Moreover, significant mediating and moderating effects of passenger affective image and travel purpose on the significant positive direct associations are found. Further, implications for theory and practice are discussed.     

浅析网络环境下的高校图书馆服务工作

图书馆怎样利用现代化高速发达信息环境发展图书馆服务工作？     

Interpretive structural modeling of quality factors in both medical and hospitality services in the medical tourism industry

This study aims to theoretically integrate quality factors of both medical and hospitality services in medical tourism. Medical tourism comprises both medicine and tourism. Although the core product in medical tourism is medical treatment, attractive hospitality and travel options are also essential. Despite the dual nature of medical tourism, the two aspects of this concept have not been integrated in a unique framework. This study attempts to fill this gap using interpretive structural modeling (ISM). According to ISM, although factors of medical services and hospitality services are independent from each other, these factors have vital impacts on perceived value, satisfaction, and loyalty.     

国内导游服务质量提升探讨

导游服务质量影响着旅游业的发展。目前我国导游人员存在文化素质偏低,业务能力较差,个性化不强,看重旅游购物等问题,造成这些问题的原因是多方面的,但导游自身的问题占主要方面。因此要提高导游服务质量,必须从源头抓起,通过提高导游考试门槛、增加导游对职业的归属感和紧迫感、保障导游正常合理收入等措施来提高导游服务质量。     

Equal access to hospitality services for guests with mobility impairments under the Americans with Disabilities Act: Implications for the hospitality industry

The hospitality operator's obligation to comply with the ADA has provided the necessary impetus to ensure that hospitality services are provided in a non-discriminatory manner. The ADA requires modification of hospitality policies and procedures to ensure that guests with disabilities are provided services in a manner equivalent to those provided to able-bodied guests. This article provides the hospitality operator with a framework for training front-line employees and offers recommendations for analyzing how current policies and procedures could be modified in a way that limits potential liability as well as more effectively meets the needs of guests with mobility impairments.     

从森林环境经济核算看林业对国民经济的贡献——《联合国粮农组织林业环境与经济核算指南》案例研究

以吉林省吉林市丰满区和蛟河市为案例,运用联合国粮农组织《林业环境与经济核算指南》,对林地和林木资产实物量与价值量、林产品及森林环境服务价值流量核算;估算森林为国民经济其他部门及区域提供的产品和服务价值;通过120户农户家庭抽样调查估算森林为农户家庭带来的产品价值和收入。核算结果较为客观、准确地反映了林业对国民经济和社会发展的贡献,可为制定有利于林业可持续经营的政策提供参考。     

增值税“扩围”改革对现代服务业发展的影响分析——以上海市“营改增”试点政策为例

本文从分析现代服务业在经济增长中的作用及现行流转税制结构对现代服务业发展的影响入手,论述了现代服务业“营改增”的必要性。以上海市“营改增”试点政策为例,分析了增值税“扩围”改革对增值税一般纳税人和小规模纳税人的影响,以及对服务贸易的影响,提出了上海市试点政策对增值税“扩围改革”的几点启示。     

水生态系统服务供需视角下的水网乡村 适应性规划策略——以吴江张鸭荡片区为例

苏南乡村地区一直是中国乡村建设的先行区域,特殊的纵横交错的水网结构构成了一个错综复杂的系统,呈现出其他地区不具有的复杂性和生态特殊性。随着城镇的扩张,乡村的发展建设使其水网空间的平衡发展面临极大的挑战。传统单一静态的规划方法逐渐显示出无法适应经济、社会等发展要求的缺陷。苏南乡村地区以水为核心,从水生态系统服务供需关系的视角下探究水网乡村的适应性规划策略更加适应当前的乡村现状和需求。以传统水网乡村空间形态转译为基础,建立水生态系统供需服务评估体系,在评估水生态系统服务供需能力的基础上,分析供需分异模式及供需矛盾。从构建乡村水域空间生态格局、乡村水域空间功能分区规划,以及乡村水域空间多情景预判3个方面,提出苏南水网乡村的适应性规划策略,并为水网乡村的生态实践提出新思路。     

饭店服务质量测量方法研究综述

提高服务质量是饭店企业区别于竞争对手,获得相对竞争优势的重要手段.要改善服务质量,首先需要有效和实用的测量方法对服务质量进行可靠和准确的测量.本文对服务质量的测量方法进行了综述,分析它们在饭店业中的应用现状及问题,同时阐述了饭店服务质量测量的新趋势.     

基于细节服务的酒店形象影响因素研究

细节服务作为酒店管理多元化发展的一个分支,对挖掘、整合和利用酒店资源,发现、赢得和稳定客户,识别、利用和树立良好的酒店形象有着不可忽视的作用.本文首先从细节服务的视角出发,剖析了细节服务的关键因子及其对酒店形象的影响.在此基础上构建了基于细节服务的酒店形象影响因素模型,并提出了相应假设;然后运用统计方法对其进行了验证,实证结果基本符合本文的研究构思和假设;最后,本文就如何依托细节服务提升酒店形象提出了相应对策.