Learning from the world? Horizontal knowledge flows and geopolitics in international consulting firms

This paper examines the nature of the contemporary multinational corporation (MNC) through a study of the use of knowledge management systems (KMS) in four major international consulting firms. In particular, we explore whether and how such systems facilitate horizontal (inter-subsidiary) flows of knowledge, as described in the network view of the MNC. Our analysis reveals the presence of horizontal flows within the four firms, but flows that are contextually constrained and partly shaped by geopolitical power relations. Thus, our study gives some support to the image of the MNC as a network whilst highlighting the contextual limits of horizontal knowledge transfer and, importantly, the geopolitical conditions under which such knowledge transfer takes place. At the same time, it challenges the claim that consulting firms are model organizations in the area of knowledge management as well as the more negative view that questions the ability of KMS to facilitate knowledge transfer.     

Personality and the creativity of frontline service employees: linear and curvilinear effects

Abstract

Previous studies have investigated the relationship between the Five-Factor model of personality and creativity. As this model has been criticised for providing a limited account of an individual’s personality, this study considers additional personality traits that have recently been investigated in the literature as determinants of employee behaviour. Moreover, we also contribute to the existing body of literature by conducting this study in a service setting, for which we predict personality traits will exert differentiated effects on creativity when compared to other settings. Finally, while past research has focused on linear effects, this study examines the existence of non-linear effects between personality and creativity. The results indicate that personality traits apart from the Five-Factor model have an impact on creativity and that the effects of several personality traits on the creativity of frontline service employees differ from those obtained in other settings. Lastly, the findings also show that five of the personality traits have non-linear effects on creativity, and this may be a stimulus for a new stream of research in the human resources literature.     

Customer service-focused HRM systems and firm performance: evidence from the service industry in Taiwan

Abstract

This study adopts a resource-based view, attraction–selection–attrition theory and a focused approach to examine the link between service-focused human resource management (HRM) systems and firm performance. Internally, we examine employee competency as the ‘black box’ between service-focused HRM systems and firm performance. Externally, we examine the effect of the interplay of a service-focused strategy and service-focused HRM systems in predicting firm performance. We collect data from different sources (i.e. executives, human resource members, and line managers). Using a final sample included 2120 respondents from 175 firms in the service industry in Taiwan, the results show that customer service-focused employee competency transmitted 53% of the effect of customer service-focused HRM systems on firm performance. In addition, when a firm implements a less service-focused business strategy, service-focused HRM systems leads to significant improvement in firm performance. Implications for research are discussed.     

我国现代物流服务模式及其最新发展前景浅析——物流网络服务模式

服务在任何社会中都处于经济活动中心的位置,是推动经济一体化的重要力量。而同一种服务采用不同的服务提供模式给服务对象带来的效益却有很大区别。因此,人们在关注服务内容的同时也增加了对服务模式的重视。文中分析了我国现代物流不同发展阶段的服务模式,并阐述了各种服务模式对服务效果的影响,在此基础上提出了一种新的物流服务模式——物流网络服务模式,进而介绍了物流网络服务模式的特点及优势,并为未来物流服务提供方式指明了方向。     

旅游服务供应链形成动因及其模式演进

首先从旅游产品和服务及其需求两个角度归纳出旅游服务供应链的特点,从客户、经济和环境价值三方面剖析了旅游服务供应链的形成动因,探究了电子商务对其深远影响。在此基础上,探讨了传统旅游服务供应链模式和基于B2C电子商务旅游服务供应链多元化结构模式的构建,对旅游服务供应链的演进过程进行了全面总结,完善了旅游服务供应链的架构。     

基于患者满意度感知的基层医疗服务质量评价研究

医疗服务质量是医疗服务机构生存和发展的必要条件。如何有效的评价与提升医疗服务质量,尤其是基层医疗服务机构的服务质量,是一个重要的有理论价值和实际意义的研究课题。针对考虑患者满意度感知的医疗服务质量评价问题,首先,对医疗服务的质量问题进行了描述,并构建了基于SERVQUAL的医疗服务质量评价的指标体系;其次,提出了一种基于服务质量差距模型的服务质量测评方法,通过患者的服务期望与服务感知的差值来确定患者满意度;最后,通过在NX省某医院实际调查的结果,说明了提出方法的可行性。     

连锁经营超市的物流服务能力及服务质量研究

分析研究了连锁经营超市物流服务能力及其物流服务质量关系和作用机制的问题,对连锁经营超市物流服务能力和服务质量的组成因素进行了分析,最后从物流作业系统总体要素选择、过程要素选择和支持性要索选择三个方面进行了方案设计,旨在提升连锁经营超市的物流服务能力和物流服务质量.     

浅谈如何做好公用企业经营管理

公用事业企业与人们的日常生活息息相关,因此,做好这类企业的经营管理工作对企业自身的发展、人们的生活质量的提高以及社会的发展进步都至关重要。文章从企业的安全、服务、发展三方面对企业的经营管理加以阐述。     

劳动合同服务期之探讨

劳动合同服务期不同于一般的劳动合同期限,两者在适用前提以及违约后果等方面都存在一定区别。服务期规定的出台体现了《劳动合同法》平衡劳动关系双方当事人权利义务的立法理念,适应了不同人群的需要,但服务期条款也存在规定不甚具体、内容不甚明确的缺陷,因而需对其作进一步探讨,厘清相关问题,以发挥服务期条款的应有作用。     

发包方视角下的财务外包问题探讨

财务外包(Finance Outsourcing)是西方国家发展较快的一种财务管理模式。近年来,联合利华、微软、宝洁、强生等国际知名跨国公司将其部分或全部财务与会计业务外包给会计公司。然而,财务外包在我国企业中的实践进程却相当缓慢,专业机构少,业务能力较低,服务对象较为狭窄,其发展处于"瓶颈"阶段,许多企业(即发包方)尤其是大中型企业对财务外包持怀疑、观望态度。基于此,本文拟从发包方的角度探讨财务外包问题及其应对措施,以促进我国财务外包快速健康发展。