IPD军工科研企业研发体系建设研究

在激烈的市场竞争下，军工科研企业面临如何有效地降低研发成本、提高研发效率、提升研发质量，从而实现规模化、产业化发展等问题。集成产品研发（Integrated Product Development, IPD）由IBM首先成功实践，可以帮助企业快速、低成本、准确地开发出满足市场的产品，快速从以项目为核心、解决产品有无问题的阶段，向以平台和共享为核心的产业化发展阶段跨越。从军工企业科研面临的问题，研究了IPD军工科研企业如何借鉴IPD思想，本地化建立符合军工业务特点的研发体系，提出了基于IPD的研发体系建设目标、建设内容和实施步骤。     

Effective restaurant rating scale development and a mystery shopper evaluation approach

Dining is a major attraction for tourists visiting Taiwan. In 2008, the Taipei City Government commissioned a project to produce a list of recommended restaurants in Taipei for tourists. To facilitate the selection process, we developed a restaurant rating scale using a mystery shopper approach. This study entailed 20 questions that covered all elements of the consumers’ dining experience in a table-service restaurant setting, as well as a comprehensive mystery shopper training program to ensure consistency of quality in the evaluation process. This research involved the top 500 restaurants in Taipei. The findings revealed that our rating scale achieves internal consistency, validity and model fit. This study provided an important tool for further industrial applications and research opportunities. Further, this study proposes future research directions.     

A decision method for supplier selection in multi-service outsourcing

Although supplier selection in multi-service outsourcing is a very important decision problem, research concerning this issue is still relatively scarce. This paper proposes a decision method for selecting a pool of suppliers for the provision of different service process/product elements. It pioneers the use of collaborative utility between partner firms for supplier selection. A multi-objective model is built to select desired suppliers. This model is proved to be NP-hard, so we develop a multi-objective algorithm based on Tabu search for solving it. We then use an example to show the applicability of the proposed model and algorithm. Extensive computational experiments are also conducted to further test the performance of the proposed algorithm.     

Service innovativeness and the structuring of organizations: The moderating roles of learning orientation and inter-functional coordination

This paper aims to investigate the influence of organizational structure on service innovativeness by testing the moderating roles of learning orientation and inter-functional coordination. This helps to understand how organic structure influences service innovativeness when it is effectively leveraged with favorable organizational factors. Data were collected from 178 hotel managers and executives in Japan and moderated regression analysis was performed to analyze the data. Findings of the study suggest that higher levels of service innovativeness are positively related to higher levels of hotel business performance. In addition, organic structure makes a positive influence on service innovativeness and an increase in the levels of learning orientation boost the effectiveness of organic structure on service innovativeness. Moreover, the positive association between organic structure and service innovativeness become stronger when all firm’s functions make an attempt to cooperate and contribute to disseminating customers and competitors’ information in the hotels. These findings contribute to understanding how hotel service innovation is affected by service innovativeness, organizational structure, learning orientation and inter-functional coordination.     

高职营养配餐课程网络教学平台的构建研究——以浙江商业职业技术学院旅游烹饪学院为例

随着信息技术的发展,网络教学作为一种新型的辅助教学手段是当前教学改革的研究热点,也是教育信息化、校园数字化建设的必然趋势。文章在分析营养配餐类课程开设背景的基础上,介绍了营养配餐网络教学平台的构建理念、构成及实践应用。实践证明,网络教学平台辅助课堂教学能更有效地提高教学质量。     

Development of a service continance model with IT service antecedents

This study make provides service marketers, particularly those delivering information technology (IT) related service, with insight to the factors that consumers use when evaluating IT services. We develop a service continuance model that includes the antecedents of the consumer׳s decision to continue using information technology (IT) related services in a B2C service environment. Using data from the smart phone service consumers, a covariance-based structural equation modeling analysis is used to test the research model. Results from our empirical study suggest that the association between service usefulness and service continuation intention is fully mediated by service satisfaction. Though both system-service quality and customer-service quality are positively associated with service satisfaction, consumers of IT related services attach greater importance to system-service quality than to custom service quality. Likewise, the indirect path to service continuation intention is stronger in system-service quality than in customer-service quality. Our findings have practical implication for growing market share in IT related services by recognizing the importance of system-service quality in technology service delivery.     

The impact of the social servicescape,density, and restaurant type on perceptions of interpersonal service quality

The purpose of this study was to investigate how density in the servicescape affects the three interpersonal dimensions of Stevens et al., (1995) DINESERV conceptualization of service quality (responsiveness, assurance, and empathy) across various restaurant types. Using the framework of information processing theory, it was predicted that when a customer uses density to evaluate anticipated service quality, the information processing style will vary depending on the restaurant context. For fine dining restaurants and sports bars, it was predicted that customers will use heuristic processing, but would use systematic processing when evaluating a family casual restaurant. A 3 (contextual service norms) × 2 (built density) × 2 (human density) between subjects factorial design was employed. The results identified a three-way interaction between human density, built density, and restaurant type, suggesting that the type of restaurant does indeed matter when considering how density impacts potential customers’ perceptions of a restaurant.     

Listen to their heart: Why does active listening enhance customer satisfaction after a service failure?

A service employee’s active listening plays a crucial role in restoring a damaged customer relationship. However, previous studies reveal little about how listening to customer complaints operates in recovering a service failure. The purpose of this research is to explore when and why the employee’s active listening has a positive influence on customer response. We define active listening as (1) listening to customers’ concerns before apologizing and (2) verbally acknowledging them. Using scenario-based experiments, we demonstrate that active listening improves customer satisfaction, which in turn increases tip size (Study 1). Moreover, we find that active listening fosters customers’ perceptions of preferential treatment, which lead to greater customer satisfaction (Study 2). Yet, such positive effects of active listening diminish when customers are unexpectedly offered a complimentary service such as a room upgrade. The implications for academic researchers and marketing managers are discussed.     

中小型侦察监视特种飞机系统的设计技术

分析了当前国内外典型中小型特种飞机的特点和应用方向，阐述了中小型特种飞机系统的技术发展趋势。通过分析典型的特种通用飞机的性能和平台构型特点，详细描述了基于典型中小型特种飞机平台的机载侦察监视应用系统的组成、原理、主要性能及技术难点，并结合实际工程应用，介绍了系统的应用成果。应用分析表明，基于中小型特种飞机平台的机载平台的应用系统有较大的应用范围和市场前景。     

小微机构以互联网方式接入金融信用信息基础数据库问题探讨——以吉林省为例

为支持小微机构健康、快速发展,中国人民银行长春中心支行按照省级平台一口接入的模式,积极组织小微机构有序开展接入金融信用信息基础数据库工作,但由于小微机构认识程度不够、业务管理不规范、接入费用高等因素,严重影响了接入进度。近期中国人民银行征信中心推出了互联网接入方式,并进行试点运行。以吉林省为例,分析接入模式转换时需要解决的问题,并提出相关政策建议。