Does the nature of airport terminal service activities matter? Processing and non-processing service quality,passenger affective image and satisfaction

The surge in air transport demand and the increasingly competitive and volatile market dynamics due to airline deregulation are rapidly transforming airports’ character into multi-service firms and destinations. As a result, service performance measurement of significant systems and their consequent impact on airport users are crucial in creating better airport service design, operation and management for sustainable competitive advantage. The present study 1) assesses the applicability of the Airport Indicators of Passenger Experience (AIPEX) model on Shanghai Pudong International Airport (PVG), and 2) tests a theoretical model that explores the direct and indirect relationships among airport service quality, passenger affective image and satisfaction, as well as the moderating mechanism of passenger type (travel purpose) in these associations. The results indicate that, the AIPEX model fits the PVG context for airport service performance assessment. Also, the theoretical model suggests robust direct associations among processing/non-processing domains and passenger satisfaction, as well as the processing domain and passenger affective image, except non-processing domain and passenger affective image relation. Moreover, significant mediating and moderating effects of passenger affective image and travel purpose on the significant positive direct associations are found. Further, implications for theory and practice are discussed.     

Determinants of Innovative Behaviour in the Hotel Industry: A cross-Cultural Study

The present study develops a conceptual framework that sheds light on whether institutional pressures (i.e., normative, mimetic, and coercive) and corporate support can improve innovative behavior across different societies and the moderating role of national cultural dimensions on this link. Our study validated these arguments empirically using data from the 2018 Global Entrepreneurship Monitor (GEM). Data were collected and analyzed from 2,618 respondents. Data were collected through a questionnaire survey of full-time non-managerial employees selected, from different departments of various four- and five-star hotels across five economically and culturally different societies (UK, UAE, Germany, China, USA). Our results indicated that both institutional pressures and corporate support have positive influence on employees’ innovative behaviour. Furthermore, Hotels in cultures with high levels of individualism and low levels of uncertainty avoidance, power distance, and masculinity will indicate higher levels of innovative behaviour in response to corporate support programs. While, hotels in nations with high levels of power distance, collectivism, uncertainty avoidance, and masculinity will indicate higher levels of innovative behaviour in response to normative, mimetic, and coercive pressure. These findings provide important implications for innovative behaviour by developing and validating a multilevel model empirically in the hospitality context.     

煤炭机械化采样系统质量管理方法分析

本文依据GB/T 19494-2004《煤炭机械化采样》的相关规定,结合煤炭机械化采样系统应用中的质量管理现状,提出煤炭机械采样系统质量管理要求,包括采样方案评定、采样设备检查及性能评定、采样操作检查和当前采样结果评定。通过实施上述质量管理,能够提升煤炭机械化采样系统的质量管理水平,保持采样系统始终能采取有代表性试样的能力。     

Interpretive structural modeling of quality factors in both medical and hospitality services in the medical tourism industry

This study aims to theoretically integrate quality factors of both medical and hospitality services in medical tourism. Medical tourism comprises both medicine and tourism. Although the core product in medical tourism is medical treatment, attractive hospitality and travel options are also essential. Despite the dual nature of medical tourism, the two aspects of this concept have not been integrated in a unique framework. This study attempts to fill this gap using interpretive structural modeling (ISM). According to ISM, although factors of medical services and hospitality services are independent from each other, these factors have vital impacts on perceived value, satisfaction, and loyalty.     

浅谈高职院校图书馆与大学生素质教育

本文阐述了高职院校图书馆在大学生素质教育中的重要作用,列举了高职院校图书馆对大学生进行素质教育的几种形式,提出了高职院校图书馆培养大学生创新能力的主要途径。     

资本市场监管边界研究——来自短期融资券与公司债券市场发展对比的启示

政府对资本市场的监管一直是各界争论的焦点.实践证明,不同金融领域的监管政策是影响该领域发展的重要因素.2005年引进的短期融资券是发展最成功的金融产品之一,与有20年历史的企业债形成鲜明对比.通过比较,认为过去的政策和市场监管严重妨碍了公司债券市场多样性的发展,导致发行缓慢和流动性欠佳.针对这些不足,提出公司债券市场的监管边界--在保护供需双方多元化的基础上.提高发行效率、扩大投资者范围及完善交易平台.     

国内导游服务质量提升探讨

导游服务质量影响着旅游业的发展。目前我国导游人员存在文化素质偏低,业务能力较差,个性化不强,看重旅游购物等问题,造成这些问题的原因是多方面的,但导游自身的问题占主要方面。因此要提高导游服务质量,必须从源头抓起,通过提高导游考试门槛、增加导游对职业的归属感和紧迫感、保障导游正常合理收入等措施来提高导游服务质量。     

基于公司治理的财务治理研究

我国在国有企业改革和上市公司治理实践过程中出现了许多特殊、复杂的财务难题,为了解决这些难题,提高公司治理效率,本文从公司治理与财务治理两者的概念界定入手,分析了公司治理与财务治理的内在关系,探讨了完善公司财务治理的方法,从而强化财务治理,以促使上市公司持续健康发展.     

少数民族地区民俗旅游产品游客体验质量要素体系构建研究——以凤凰为例

关注游客对民俗旅游产品的体验需求,有利于做好游客的体验管理,提升游客的体验质量,实现少数民族地区民俗旅游产品的可持续发展。以体验经济为时代背景,从游客体验角度出发,在梳理旅游体验质量影响要素的基础上,提出少数民族地区民俗旅游产品游客体验质量要素体系的理论模型假设;通过随机抽样的调查方式,采用因子分析和方差分析方法,构建了少数民族地区民俗旅游产品游客体验质量要素体系,包括产品体验、环境体验、管理体验和个人能力4个主要素;并在此基础上,提出了凤凰民俗旅游产品游客体验管理对策,即打造核心体验产品、构筑完美体验环境、加强全面体验管理和高度挑战个人能力。     

历史街区型购物场所顾客满意度研究——广州状元坊案例

尽管顾客满意度研究在相关领域已是一个研究颇久的话题,但在历史街区相关研究中鲜有涉及.本研究结合历史街区型商业街(广州状元坊)的特点,对ACSI(美国顾客满意度指数)模型加以引中和改进,构建新的适合商业街的顾客满意度评价体系,并通过问卷数据收集,采用李克特量表法,定量化地对状元坊的顾客满意度进行了实证研究.研究结论显示,顾客对状元坊的总体满意度一般;环境质量感知普遍较差,商品价格和商品种类满意度较高;学生是状元坊的主要消费群体;而区位优势、特有消费群体与准确的市场定位对状元坊顾客重游率具有决定作用.研究对拓展国内目前还比较薄弱的历史街区型商业街满意度研究有积极意义,研究结论可为商业街可持续发展提供指导作用.