浅析“酒店服务质量管理”

由于社会的日益开放,人民经济水平的提高,高星级酒店日渐增多。但是许多酒店为了吸引更多的顾客,追求更高的经济效益而盲目追求酒店的豪华档次,忽略了酒店商品最根本的内涵———服务。在这形势下许多管理者及研究者不断探讨和研究,例举了大量具有实效性的方案,以争取为酒店行业提升"酒店服务质量管理水平"提供很好的参考依据。     

金融服务外包风险影响因素识别与度量研究

本文采用市场调研方法,利用SPSS13．0对调研数据进行处理,采用因子分析法,以各因子的方差贡献率占8个综合因子总方差贡献率的比重作为权重进行加权汇总,对金融服务外包影响因素进行因子综合评价。经过定量研究,系统分析了28个变量,得出金融服务外包风险影响因素主要有决策风险、操作风险、管理风险、财务风险、技术风险、环境风险、道德风险和市场风险8个风险影响因素的研究结论。     

信息技术服务及其标准化的实践与探索

文章介绍了上海宝信软件股份有限公司（以下简称宝信软件）在信息技术服务及标准化的过程中所开展的工作,以及在应用软件（解决方案）、运维业务、服务外包等方面的一些探索,期待通过实践走出一条提升IT服务质量的新路。     

物流服务的定价技巧与策略

阐述物流业的发展现状和物流服务的特点,指出物流服务定价的重要意义：基于对物流服务定价相关影响因素的分析．提出物流服务的定价技巧和策略,并说明各策略的特点和适用范围.     

关于工程监理与工程项目管理的几点思考

探讨了目前鼓励推广的工程项目管理与目前正在实施的工程监理的区别与联系,主要包括这几方面问题的一些思考:管理服务范围对比,工程管理中立场问题,投资主体性质及其对工程项目管理需求、工程监理与工程项目管理并存体制。     

A policy perspective on incremental innovation in small and medium sized enterprises

The increased importance of small and medium sized enterprises (SMEs) in industrial economies is explained and the very large variance in their degree of participation in the innovation process is established. Evidence from Canadian research clarifies the difficulties that smidl and medium sized firms, even in technology intensive industries, experience in developing new products and implementing new designs. Innovation theory is reviewed and the importance of inputs from specialist consultants is established for SMEs undertaking incremental innovation. Transaction costs concepts are then used to explain the difficulties SMEs encounter in arranging these linkages. A recommended form of policy to help to correct this type of market imperfection is derived and used to describe a gap in Canadian policies and to evaluate initiatives in Australia and UK.     

Introducing benchmarking in the Czech Republic and Slovakia

Abstract

In many cases the introduction of performance evaluation, performance management and performance financing schemes do not produce the expected results and even create perverse effects. The risks connected with their improper implementation are much higher in developing and transition countries, where the public sector is over-politicized, policy and management capacities are inadequate and resources and experience are limited or often almost absent.

Our study provides basic selected data on the use of benchmarking in public administration bodies in the Czech Republic and Slovakia. The findings are clear. In spite of its high potential, benchmarking is not used regularly and properly either in Slovakia or in Czechia. Subjective barriers of its implementation, for example lack of accountability, the rent seeking attitudes of elected politicians and ineffective public services schemes might be most important limits. The situation is slowly improving, but the progress will be naturally limited by territorial fragmentation.     

Towards an understanding of social networks among organizational self-initiated expatriates: a qualitative case study of a professional services firm

Drawing on a qualitative case study of 51 organizational self-initiated expatriates (OSIEs) in a professional services firm, this article investigates the role of networks during expatriation and, specifically, in the development of learning that is beneficial to both the individual expatriate and the global operations of the firm. First, we investigate the extent to which individual motivations to engage in OSIE impact on the development of networks. Second, we investigate individual's experiences of network development. Third, we investigate individual perceptions of the benefits of networks for both organizations and individual actors. The paper will report that professionals initiating their own expatriation develop continually expanding and composite networks such that mobility and networks evolve in a seemingly symbiotic relationship. In doing so, it contributes to our understanding of the role of agency in network development and extends our understanding of organizational self-initiated expatriation as a relatively under-researched phenomenon.     

Opening up the black box: a UK case study of top managers’ attitudes to their performance related pay

This paper examines the attitudes of the top managers within one large financial services organization in the UK to fixed and variable components of their compensation package. The rationale for performance-related pay for senior managers is to align their interests with those of the shareholders, but little is known about the views of top managers on the effectiveness of such incentives. The results suggest that the design of effective bonus systems is not just a technical issue: perceptions of market fairness with respect to the compensation package and the clear communication of goals are important in getting senior managers to focus on shareholder interests.     

Procurement of logistics services and sustainable development in Europe: Fields of activity and empirical results

This paper strives to answer the general question; how far purchasers of logistics services take into account aspects of sustainable development. Modeled on the German Sustainable Development Strategy, which is based on the EU Sustainable Development plan, five fields of activity are defined: the reduction of transport intensity and emission, the reduction of land use, the choice of carrier under consideration of sustainable aspects, the permanent improvement of working conditions, and the enhancement of qualified employment. Then, propositions for purchasing companies of logistics services are developed, which contribute to safeguard ecological as well as social sustainability. In order to conduct an explorative study, a questionnaire was sent to 750 purchase and logistics managers. It was found that purchasing companies place high value on ecological and social aspects. But the perceived importance is not associated with purchasing companies' own contributions to logistics service providers' sustainable activities. Additionally, it was seen that purchasing companies exert only a minor influence on logistics service providers regarding ecologically and socially sustainable actions. A fundamental precondition for a sustainably oriented procurement of logistics services can be seen in the purchasing companies' awareness of the need for integrating sustainable aspects in economic decisions.