Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies

This paper proposes an integrated SERVQUAL model, analytic hierarchy process, and technique for order performance by similarity to ideal solution (AHP-TOPSIS) method to evaluate service quality among employment-related government agencies. A case study was conducted in the Philippines to establish critical dimensions attributed to the modified SERVQUAL model investigated covering five government agencies. It is found out that responsiveness dimension needs the most improvement in terms of carrying out quality service while promptness of services is considered as the most important sub-dimension. Furthermore, the proposed approach can enable government administrators to lead its efforts and resources in improving service quality to critical dimensions and sub-dimensions.     

The effect of algorithmic management and workers’ coping behavior: An exploratory qualitative research of Chinese food-delivery platform

While algorithmic management provides new options for organizing service work, it is underexplored in tourism and hospitality research. From food-delivery platforms in China, this qualitative study sources interviews and online reviews to explore the impact of algorithmic management on workers' service behavior and how they cope in response. Our study uncovers an algorithm-human hybrid approach for managing workers, where algorithms and humans function distinctly but complement each other. Algorithmic management influences deliverers’ work either positively, by improving service efficiency, reliability and customer-orientated behavior; or negatively by causing impersonal service behavior, frequent service recovery and extra-role workload. Deliverers employ both problem-focused (i.e., compliance, flexible response and resistance) and emotion-focused (i.e., relief) coping strategies in algorithmic management. In addition to individual resistance, we firstly revealed that deliverers collude with other parties to resist the algorithms. We proposed a conceptual framework that contributes to understanding the dynamic, mutual relationship between algorithms and workers.     

Aircraft selection by applying AHP and TOPSIS in interval type-2 fuzzy sets

The selection of the appropriate aircraft can bring competitive advantages to airlines, however, there are a number of factors which introduce a degree of uncertainty to the selection process. By removing this uncertainty, airlines can increase their chances of achieving their long-term goals. New Multi-Criteria Decision Making (MCDM) methods provide decision-makers with a satisfactory solution for choosing suitable aircraft. Therefore, we focused on the multi-dimensional evaluation and selection of the most suitable commercial aircraft alternatives by using new MCDM method. This article provides decision support to airline planners on the selection of commercial aircraft under uncertainty. In the study, unlike other studies in the literature on aircraft selection, the model presented here uses an Interval Type-2 Fuzzy Analytical Hierarch Process (IT2FAHP) and Interval Type-2 Fuzzy Technique for Order Preference by Similarity to an Ideal Solution (IT2FTOPSIS) hybrid methods. The proposed model for aircraft selection allows commercial airlines to evaluate the aircraft in terms of specific criteria: economic performance, technical performance, and environmental impact, and, as a result, it helps decision makers select appropriate aircraft in an uncertain environment. In addition to use by commercial airlines, the methods in the study can also be applied to the selection of training aircraft, cargo aircraft and military aircraft. Our findings show that the Airbus A321neo is the most suitable commercial aircraft in terms of technical aspects, economic aspects and environmental aspects for airlines.     

国企分类改革下国有出资人模式的重构

分类改革是我国此轮国企改革的核心。要实现分类改革的目标，必须对关乎国企管理体制的国有出资人模式进行重新审视。我国国有出资人模式主要有集权模式和分权模式两种。但无论是以国资委为代表的集权出资模式，还是以行业或地域为标准的分权出资模式，其主要缺陷在于没有回应国企分类改革的要求，没有区分商业类国企与公益类国企而分别构建出资人制度。实际上，在国企分类改革下，有必要确立集权模式与双重模式并行的混合出资人模式。针对商业类国企采国资委集权出资模式，由国资委专司“管资本”，剥离其监管企业的职能；而针对公益类国企采功能双重出资模式，由多个部门分工协作，既“管资本”也“管企业”，实现有效监管的职能。     

风光互补发电系统控制技术分析

风光互补发电技术可以将风能和太阳光能这两种应用最为广泛的可再生能源转变成电能,是当前节能减排时代的一个重要能源利用方向和发展方向。在风光互补发电系统控制技术应用的过程中,需要使系统保持在稳定安全的运行状态,提高设备和系统的运行效率与运行质量,从而保证发电系统功能的有效发挥。论文主要针对风光互补发电系统控制技术进行探究。     

基于TOPSIS模型的湖南省经济可持续发展评价

在和谐社会发展理念的基础上,建立了湖南省可持续发展指标体系;并运用层次分析法(AHP)和TOPSIS模型进行了实证分析。结果表明,湖南省在第十个"五年计划"期间的可持续发展综合指数得到了显著的提高,但某些单项指标还比较低,如城镇化水平,低于全国水平。     

供应链环境下战略性供应商的选择和评价研究

首先,通过对现有供应商评价文献的分析,构建了供应链环境下战略性供应商选择综合评价指标体系;提出了一种结合主观赋权与客观赋权相结合的组合赋权法对子指标进行赋权,利用TOPSIS法对子指标进行排序,再结合AHP对指标进行赋权,建立起战略性供应商选择的二级综合评价模型;最后,结合实例说明了构建的指标体系和评价模型为供应链中战略性供应商的选择提供了有效的解决途径。     

绿色供应链下基于组合赋权的灰色关联TOPSIS法对供应商评价选择的研究

为了顺应绿色供应链发展的趋势,H企业与供应商建立绿色战略合作伙伴,实现双方的共赢。文章综合考虑了质量、服务、环境、成本、技术五大因素,建立了科学合理的供应商评价指标体系;采用FAHP法和熵值法对各指标进行主观和客观组合赋权,利用灰色关联TOPSIS法进行供应商评价排序,选出最佳的供应商作为绿色战略合作伙伴;最后通过算例计算以及结果对比分析,验证了FAHP/熵值法/灰色关联TOPSIS模型的稳定性和有效性。     

Demands or Resources? The Relationship Between HR Practices,Employee Engagement,and Emotional Exhaustion Within a Hybrid Model of Employment Relations

This article explores the ways in which employees may experience and respond to tensions inherent in the mix of potentially conflicting human resource (HR) practices that compose hybrid models of employment relations. By drawing on the job demands–resources (JD‐R) literature and viewing HR practices as “demands” and “resources,” we explore the impact of performance management and employee voice practices on employee well‐being, as exemplified by engagement and emotional exhaustion, in a large public‐sector organization in Ireland. Our findings suggest that employee voice mechanisms may act as a resource in both enhancing engagement and in counterbalancing the demands presented by a performance management system, thus reducing the deleterious effects of emotional exhaustion. Our study extends understanding of hybrid models of human resource management (HRM) and of the ways in which employees manage the contradictory signals that such models may send in terms of performance expectations. © 2015 Wiley Periodicals, Inc.     

基于熵权的TOPSIS法对高校促进就业措施的评价——以南京五所高校为例

高校毕业生就业存在着社会、个人、家庭、学校和用人单位等方面的风险因素,降低就业风险不仅是个人问题,更是社会长治久安的关键所在。文章在问卷调查的基础上,主要针对高校的各项促进就业的措施,运用熵权法确定其权重,并结合TOPSIS法以南京5所高校为例进行定量的效果评价,旨在为高校实行促进、保障毕业生就业的机制提供参考。