Procedural justice,ethical climate and service outcomes in restaurants

The literature suggests that ethical climate may actually contribute to organizational success by enhancing employee performance. Ethical climate is considered to be highly relevant to the hospitality industry, since it enhances service-providers’ contact with customers. This study reinforces previous researches by exploring the relationships between ethical climate, service, and customer satisfaction in restaurants. We have also examined the relationship between ethical climate and the fair treatment of employees by an organization. The study was conducted in 20 restaurants, with 171 employees and 103 customers. Data were obtained from employees, customers, and “mystery shoppers”. As expected, ethical climate was found to be related to service performance which, in turn, was found to fully mediate the relationship of ethical climate with customer satisfaction. Ethical climate was also found to correlate positively with procedural justice. Our results indicate the benefits of the ethical message conveyed through consistent managerial practices in service organizations.     

Determinants of dining satisfaction and post-dining behavioral intentions

The purpose of this research is to empirically investigate the determinants and consequences of dining satisfaction with restaurant services. A total of 338 undergraduate business students participated in this research. Results reveal that there exist three sources of customers’ satisfaction with restaurant services: positive emotions, perceived service quality and negative emotions. Positive emotions have more impact on customers’ satisfaction than negative emotions. In addition, emotions mediate the impact of perceived service quality on dining satisfaction. Finally, satisfaction has a significant impact on recommendation, customer loyalty and willingness to pay more.     

The impact of an aircraft's service environment on perceptions of in-flight food quality

Airlines are currently striving to improve the quality and quantity of in-flight food, because research has shown that catering is a key attribute for a customer's satisfaction with airline service quality. But the role of an airline's service environment in forming customer perceptions about food quality has not yet been properly investigated. Using electronic word-of-mouth data from N = 3996 airline passengers, this study deploys a linear regression model at multiple levels to relate perceived in-flight food quality with both the overall service environment and its formative components. The results clearly unveil the importance of an aircraft's service environment on perceived in-flight catering quality; perceptions of food quality are primarily influenced by the quality of cabin staff service, followed by entertainment and seat quality. Instead of continuing with the current practice of signing up top chefs to improve menus, airlines may instead consider putting their management focus on service improvements.     

资源依赖、制度安排与区域创新能力 —基于空间杜宾模型

区域创新能力提升是我国加快建设创新型国家、实现高质量发展的现实需求。 本文通过构建涵盖资源依赖、制度安排与区域创新能力的理论模型分析其内在关系并提出假 说,运用2000-2016年全国30个省（区、市）的面板数据与空间杜宾模型,检验三者之间的影 响及空间溢出效应。研究结果表明：（1）资源依赖程度越高,越不利于本地区创新能力提升;（2）有效率的制度安排对区域创新能力有正向促进作用;（3）从空间溢出效应来看,本地区 资源依赖程度越高,越抑制周边地区区域创新能力提升,有效的制度安排能助推周边地区创新能力提高。     

黑龙江省装备制造业服务化转型策略研究

伴随市场环境不断变化,装备制造业服务化转型已成为提升其核心竞争力的必然选择,本文基于黑龙江省装备制造业发展现状展开研究,从产业集群低、自主创新能力差、商业模式单一等方面系统分析制约黑龙江省装备制造业服务化转型的主要因素,在此基础上针对性的提出加快黑龙江省装备制造业服务化转型的策略建议。本文的研究成果可为黑龙江省装备制造业的服务化转型及产业发展提供一定的理论指导。     

将办公自动化系统融入企业管理的探索与思考

随着信息科学和信息技术的飞速发展,信息化管理在企业管理中的作用越来越重要。加强信息化建设,推进信息化管理,将成为企业管理现代化的重要突破口。本文结合信息时代企业发展的特点,从促进公司从管理信息到信息化管理的转变进行了思考和探索。     

服务业和制造业企业法人绩效比较

本文运用累积分布曲线分析经济普查数据发现,服务业和制造业企业法人相比,前者装备一个劳动力所需的资产量更多;前者的财务和经济效益比后者差;进入前者的投资门槛不比后者低。这些经验证据与大量理论和政策分析中的流行认识存在巨大反差。本文的经验发现提醒我们:在目前国情之下,大量资金投入服务业(尤其是生产性服务业和现代服务业)企业的机会成本,大于投入制造业企业的机会成本。所以,服务业发展应该分门别类、实事求是地推进。把发展服务业作为产业结构“升级”和经济增长方式转变重要途径的看法,也需要进一步深入分析。     

东亚股票市场的一体化及其趋势——基于股指趋同性的分析

伴随着国际资金的频繁流动,东亚金融市场成为国际证券投资的主要地区。东亚各国和地区为了使其股票市场健康稳定发展,采取了一系列措施增强其区域内股票市场的一体化程度。本文通过Johansen协整,方差分解等方法,分析了当前东亚股票市场的股票指数与两大国际股票市场(美国和日本)股票指数的趋同性,以此为基础讨论东亚股票市场的全球一体化程度与区域一体化程度。本文研究发现,东亚股票市场的一体化程度不高,但其全球化程度高于其区域化程度。     

从零售业的创新求异重新审视个性化服务——从麦德龙“未来商店”引发的启示

顾客服务是零售业的中心,是惟一不变的因素。随着消费者收入的日益提高、消费结构的不断升级和呈现差异性、个性化的特点,个性化服务以注重更专业、更有针对性和消费者"自我体验"等特征满足现代消费者差异性和个性化的需要,从而有利于零售企业提高差别化经营的程度、有利于提高顾客的忠诚度和核心竞争力。     

浅析东盟五国服务贸易国际竞争力

近年来东盟五国的服务业迅速发展,各国服务贸易的竞争力有所提升。本文试图从东盟五国服务贸易的发展现状分析东盟五国服务贸易的竞争力的状况,并分析影响五国服务贸易国际竞争力的主要因素。