The managerial implications of an analysis of tourist profiles and international hotel employee service attitude

Numerous studies indicate that customer satisfaction is closely related to hotel employees’ service attitude, and that distinct segments of a target tourist market require distinct customer service emphases. The enclosed study finds, for example, that Taiwanese tourists generally appreciate friendliness and enthusiasm, Japanese tourists admire courteousness and propriety, and American tourists value immediacy and efficiency. Marketers and personnel managers are therefore well advised to develop training strategies emphasizing empathy, gracious problem solving, and prompt individual attention for Taiwanese, Japanese, and American tourists, respectively. Importance–performance analysis (IPA) can be used to identify crucial aspects of appropriate service and recommend managerial strategies to support their implementation.     

The impact of IT-enabled customer service systems on service personalization,customer service perceptions,and hotel performance

Customer service is a critical element of a hotel's strategy and an important lever for differentiation of the hotel's offer. Over the last two decades, information systems have contributed to the transformation of customer interactions, enabling an unprecedented scale and scope of service personalization in the tourism industry. This paper reports the results of a mixed method study in a hotel that offers three contributions to the development and refinement of IT-enabled service personalization theory. It explores the role of signifiers in the design of customer service systems, showing that they significantly increase customer preference elicitation during the learning phase of the service personalization process. It then demonstrates that improved preference elicitation translates into higher customer service evaluations and value perceptions of the hotel. Finally, our study shows that IT-enabled service personalization creates financial benefits for the hotel via revenue share-shift from costly intermediated to direct distribution channels.     

社会心理服务驱动下信访“分类治理”的理路——以河南省西平县为例

学界对于信访分类治理的研究大多基于因“人”分类或因“事”分类展开,形成了信访分类治理研究的基本范式。然而,社会心理服务嵌入信访治理体系,为信访分类治理提供了新的视野:因“心”分类,即按照信访人“心理诉求——利益诉求”的两分原则,将信访人分为利益型、心理型、耦合型和无意识型四种。本文以西平县信访治理实践为个案,提炼出由“心”而治的信访分类治理模型,并对该模型的治理理路进行了分析。研究发现:地方政府对信访频次、情绪和事件的三维叠加形成了信访分类治理的参照维度,而地方政府对治理技术的灵活性运用则构成了信访分类治理的动态实践。本文为信访分类治理过程中信访人的心理诉求与利益诉求间的关系提供经验事实,并为社会心理服务驱动下的信访分类治理理路提供分析框架。然而,受限于研究区域和案例数量,本文提炼出来的由“心”而治的信访分类治理模式还有待进一步验证和完善。     

环保要求与汽,柴油产品质量标准

经济发展带来的大气污染日趋严重,特别是在城市.大气污染的主要来源是机动车排气.为减少大气污染,仅着眼于机动车尾气处理是不够的,必须从污染源头即机动车所用燃料着手.因此,应该按照环境保护要求制定新的汽油和柴油产品质量标准.新的、环境友好汽油和柴油质量标准会对炼油工业的生产经营和技术开发产生重大影响.     

Performance evaluation of production systems monitored by statistical process control and off-line inspections

Quality and productivity performance measures are very often considered in separate phases of the production system design process. However, the production system architecture affects the efficiency of the quality control system as well as the quality control configuration has an impact on the performance of the production system.The paper proposes a new analytical method for evaluating the performance of production systems in which statistical process control (SPC) techniques are implemented. Machines behaviour is monitored by measuring quality characteristics of the produced parts through off-line inspection devices and sampling inspections. The numerical results show the good accuracy of the proposed method, provide new insight in the relations among the two areas and pave the way to the joint design of production logistics and quality control systems.     

上市公司应计质量实证研究

现行财务会计系统主要是基于权责发生制亦即应计制下的历史成本会计,对收入和费用确认时间的基础是实际影响期间而非现金收付发生时间。因此,对应计项目的确认就不可避免地要依赖于管理者和会计人员的主观估计和判断,从而导致应计项目金额与实际现金流金额往往存在不同程度的差异,而历年差异变动的程度可用于度量应计项目的质量。本文以1992-2004年财务数据为样本,对中国A股上市公司应计质量问题进行了研究。     

A service governance mechanism based on process mining for cloud-based applications

ABSTRACT

With the widely use of cloud computing in enterprise information systems, service governance becomes critical for an enterprise to adapt to a changing business environment. In order to provide a dynamic strategy for continuous service governance, in this paper a comprehensive service analysis solution is proposed to address both design time and run-time requirements for cloud applications. First, a process-centric Semantic Scene Model is composed to combines static business requirements with dynamic execution information. Then service analysis is conducted referring both to the business process mining results from event logs and the Semantic Scene Model given by business model designers. Service governance strategies are generated from the service analysis results and are performed to qualitatively classify the Quality of Service (QoS) of the services. Finally the approach is verified with a transportation logistics service application in a cloud platform. The result shows that our method can get continuous service governance through combining business processes with run-time service analysis.     

企业人力资源管理有效性研究

在已有文献的研究基础上,通过员工对企业人力资源管理情况的认知来衡量人力资源管理的有效性。本文结合中国国情,对国有企业、民营企业一线员工和人力资源员工进行调研,运用数理统计方法对调研结果进行分析,得出结论:一线员工对人力资源有效性的评价普遍低于人力资源员工,民营企业的人力资源工作比国有企业做得出色。本文结合国内情况,给出了造成这种结果的原因,并提出了相关建议。