高职院校教学质量监督和保障体系的研究与实践

本论文通过对南京化工职业技术学院教学质量监控和保障体系的研究、构建与实施,并通过网络信息技术使体系的运行更顺利、便捷和高效,增强了教学质量监控和保障体系的针对性、可操作性,做到保障有方向、投入有重点、建设有力度、完善有策略,确保教学质量保障建设有理、有据、有序进行。     

Investigating pharmaceutical logistics service quality with refined Kano's model

This study applies the refined Kano model and importance-satisfaction model to investigate medical institutions' satisfaction with and perceptions of importance of domestic pharmaceutical logistics services. Survey data involving 104 respondents from medical institutions are analyzed with importance-satisfaction and the refined Kano model. The results demonstrate that the refined Kano model will generate different classification of quality attributes for the pharmaceutical logistics industry, and medical institutions with different characteristics really have varying responses to quality attributes of pharmaceutical logistics services. The present research contributes to the literature by demonstrating that provision of high-value-added and crucial quality attributes by service providers can give them an edge in the market. In addition, when service providers understand their customers’ attitudes toward innovative service, it can enable them to strengthen their tactics in a competitive market.     

互通立交跨线箱梁支架设计及验算

本文对高速公路互通立交跨线桥的现浇箱梁支架设计方案及验算进行了阐述,主要包括支架布置、支架计算、结果分析等。利用大型有限元分析软件Midas Civil建立模型,对支架的受力、变形及稳定性进行了分析验算,为施工提供了可行依据。     

A non-additive multiple criteria analysis method for evaluation of airline service quality

Subjective preferences with interactive property are often involved in the evaluation of airline service quality. It may not be possible, however, to correctly evaluate service quality using conventional additive measures. The fuzzy measure, which is a non-additive measure, is more suitable for this situation. Given the presence of arduousness in current fuzzy measure identification and in the calculation of the comprehensive performance values of alternatives in terms of the Choquet integral, this paper proposes the λ_k fuzzy measure and introduces Marichal entropy of the λ_k fuzzy measure to reach a solution. This paper also presents the aggregator Choquet integral with respect to the λ_k fuzzy measure. To verify the method's effectiveness, an application study of the comprehensive performance of 15 US airlines was conducted, using data collected over a 10-year period. Our results show that the proposed method is a suitable multi-criteria analysis method, which can be used to evaluate the performance of airline service quality when man–made interaction phenomena are not existent.     

Outsourcing customer support: The role of provider customer focus

An increasing number of firms are outsourcing customer support to external service providers. This creates a triadic setting in which an outsourcing provider serves end customers on behalf of its clients. While outsourcing presents an opportunity to serve customers, service providers differ in their motivation and ability to fulfill customer needs. Prior research suggests that firms with a strong customer focus have an intrinsic motivation to address customer needs. We suggest that in an outsourcing context, this intrinsic motivation does not suffice. Using a Motivation–Opportunity–Ability framework, we posit that the effect of a provider's customer focus will be moderated by a set of relational, firm, and customer characteristics that affect its ability to serve end customers. We test our conceptualization among 171 outsourcing clients from the Netherlands and then validate these results among 135 Indian outsourcing providers. The findings reveal that customer-focused providers achieve higher levels of customer need fulfillment but this effect is contingent on their ability to serve end customers. In particular, customer-focused providers more effectively fulfill customer needs when clients and providers share close relational ties, when clients also have a high level of customer focus, and when end customer needs exhibit a low degree of turbulence. In addition, we find that, in turbulent markets, equipment-related services offer greater opportunity for effective customer need fulfillment than other outsourced services.     

The role of accelerators in firm survival: An fsQCA analysis of Italian startups

Accelerators are a recent yet rapidly growing phenomenon within entrepreneurial ecosystems. The distinctive characteristics exhibited by accelerators, relative to previous incubation models, imply that accelerators may play a different role and have a different impact on the survival rates of participating firms. In this study, we explore the relationship between participation in an accelerator program and firm survival using fuzzy-set qualitative comparative analysis (fsQCA) with key variables related to firm survival. We analyze 38 accelerated startups from five Italian accelerators and a control group of 38 non-accelerated Italian startups. Our findings support the business accelerator literature that regards accelerators as a new and distinct generation of business incubators. Our results suggest that participation in accelerator programs on its own does not influence firm survival. However, we found a relationship between firm survival and accelerated technology-based firms that do not export and between firm survival and accelerated firms in the service sector with a small team that do not export. We conclude that factors affecting the survival of accelerated firms are different from factors affecting the survival of incubated firms, providing further evidence of the characteristics that distinguish accelerators from incubators.     

Organizational characteristics explaining participation in sustainable business models in the sharing economy: Evidence from the fashion industry using conjoint analysis

Environmental and social challenges require new sustainable business models, like sharing platforms. However, sharing platforms differ widely in their contribution to a more sustainable society. Whereas idealistic sharing platforms have dominant social goals, other sharing platforms are, or became, commercial. We explore the attractiveness of the typical organizational characteristics of idealistic sharing platforms in the fashion industry context, an industry with negative environmental and social impacts. Based on a literature review and exploratory focus groups, we conduct an online survey using conjoint analysis, completed by 1,512 respondents. Our results reveal that potential users prefer clothes sharing platforms to be small, to not partner with large clothing retailers, to have the possibility to participate in decision‐making, but to not require shareholding.     

How do customers meet their needs in in-store and online fashion shopping? A comparative study based on the jobs-to-be-done theory

Understanding customer needs is key for fashion retailers to stay competitive and innovative. Surprisingly, however, extant literature mainly explores customer needs in terms of a garment and its attributes rather than viewing shopping as a problem-solving process to meet customer needs. Moreover, these studies fail to address how customers meet their needs in-store (ISFR) and online fashion retailing (OFR). To fill this research gap, we empirically investigate customers' personal and social needs and how they can be met through the jobs-to-be-done theory. Findings reveal that, beyond the purchase of a garment, customer needs can be fulfilled through different ways, such as smart technology or a person's high interaction with social others in ISFR and the online shop experience or a social linkage without social interaction in OFR. Additionally, our findings offer potential service innovations for fashion retailing managers.     

Employing structural topic modelling to explore perceived service quality attributes in Airbnb accommodation

This study employs the structural topic model to extract service quality attributes from 242,020 Airbnb reviews in Malaysia. 22 service related topics were extracted from the corpus and four topics have not appeared in previous Airbnb studies. A widely used modified SERVQUAL questionnaire (MSQ) is cross-validated in this study by comparing its service quality attributes with the results of the topic modelling, which indicates that this MSQ can cover general Airbnb service quality attributes. This study also examines the different preferences of Malaysian and international Airbnb users and the changing patterns of the top six service quality attributes during a five-year period. The findings reveal that Malaysian Airbnb users care more about the appearance and location of the property, and international Airbnb users pay more attention to whether the property can accommodate a group of people. In addition, communication with the host is found to play an increasingly important role in Airbnb users’ lodging experiences.     

Impact of shared history on customers’ service evaluations

This paper investigates how shared history affects customers' cultural and personal values and impacts their perception of services’ responsiveness and satisfaction in a high-contact service setting (retail banking) from two countries with a shared history (France & Lebanon). Data were collected from 171 French and 141 Lebanese bank customers. Findings reveal that both cultural and personal values moderate the relationship between responsiveness and satisfaction, and that their impact is independent of each other. Further, findings show that in countries with a shared history, existing cultural models in literature may not be detailed enough to explain cross-cultural differences and similarities.