Measuring the impact of the approach to migration in the quality of web service interfaces

There is a good consensus on the strategic value of service-oriented architecture (SOA) as a way of structuring systems, and a common trend is to migrate legacy applications that use outdated technologies and architectures to SOA. We study the effects in the resulting Web Service interfaces of applying two traditional migration approaches combined with common ways of building services, namely, direct migration with code-first and indirect migration with contract-first. The migrated system was a 35-year-old COBOL system of a government agency that serves several millions of users. In addition, we provide a deep explanation of the trade-offs involved in following either combinations. Results confirm that the ‘fast and cheap’ approach to move into SOA, which is commonplace in the industry, may deliver poor service interfaces, and interface quality is also subject to the tools supporting the migration process.     

Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting

Understanding and measuring electronic service quality including its dimensions has become crucial since a growing volume of business takes place in the cyber world. This paper focuses on measuring electronic service quality and service recovery issues by means of E-S-QUAL and E-RecS-QUAL scales in a pure service oriented setting and across a culturally different consumer group than the original scale. This research covers 2017 customers' assessment of the electronic service quality offered by 13 banks in Turkey. Findings suggest a refined and more stable version of the E-S-QUAL scale for the internet banks. Comprehensive psychometric tests also suggest that E-RecS-QUAL is an appropriate tool to evaluate online service recovery in consumer research.     

如何优化计算机网络技术课程的教学

算机网络技术是高校计算机类专业的主干技术基础课程,涉及电子技术、计算机软件技术、计算机硬件技术等多个学科领域,在整个教学过程中占有极其重要的地位。本文从高校计算机网络技术课程的现状出发,探讨了优化该课程教学的一些措施。     

The influence of service orientation and interaction orientation on consumer identification

A service orientation aims to provide professional and comprehensive service items to consumers in a sale or a non-sale situation, while an interaction orientation has the goal of creating good interaction ability with individual customers in order to maintain long-term, profitable customer relationships, and in the process obtaining valuable information about individual customers. These orientations build customer-centric operations and develop competitive advantages, thus enhancing firm performance and customer value. The main purpose of this study was to examine the relative and collective contributions of different strategic orientations on a firm's performance, with a focus on consumer–company identification. The structural equation model results indicate that (1) both service orientation and interaction orientation positively influence consumer–company identification and (2) interaction orientation results in higher perceived consumer identification.     

抓好过程控制确保专网通信服务质量

为满足用户需求，向用户提供优质服务，通信服务质量管理首先要重视并运用以人为本的管理理念和方法，以不断建立健全服务工作的规章制度为基础。加强服务的硬件设施维护，保证服务设备运行正常。同时，要做好各服务部门间、服务岗位间服务串连，不能因内部原因而影响服务。要运用激励机制，提高服务人员的积极性，促进服务水平的提高。积极做好与用户的沟通和交流，增加与用户的相互理解，对用户提出的意见和建议要认真加以分析研究，并及时反馈整改信息。     

大学生网络心理健康教育研究——基于网络时代人的本质特征

网络时代,人的本质特征出现了一些新的变化:人的主体性得到延伸;人的社会本质表现为现实社会关系和网络社会关系的统一;人的内在本质突出地表现在追求知识、信息的需要。网络时代人的本质的新特征决定了大学生网络心理健康教育不仅是必需的,而且是可能的。揭示网络时代人的本质新特征,是进一步发挥大学生的主体性,构建网络主体性心理健康教育模式的前提。     

Customer Satisfaction in Retail Banking

Professional services firms (PSFs) engaged in international operations present a unique challenge for governments. They directly and indirectly affect governmental policies and the agencies that enforce these policies through policy development, problem solving, and implementation. Yet, governments that seek to advance rational, forward thinking public policy have little, if any, regulatory control over the input and influence of these professional experts. International professional service firms face an increasingly competitive marketplace and complex challenges that demand skill sets that are markedly different from those characteristically required of consumer service companies. This study identifies the qualities of the best performing PSFs that engage clients worldwide. Implications are discussed for governments to ensure the greater public good.     

Consumer evaluation of self-service innovation failure: the effect of brand equity and attribution

The purpose of this study is to examine how, when a self-service innovation fails, customers evaluate different levels of brand equity and how the brand equity effect is moderated by consumer attribution and service recovery. Based on two experimental studies, the results indicate that high-equity brands suffer less from the adverse effects of self-service innovation failures when compared with low-equity brands. However, self-service innovation failures are more detrimental to high-equity brands if they are caused by service providers' internal factors as well as low service recovery.     

How professional service firms compete in the market: an exploratory study

Abstract

This study investigates how professional service firms (PSFs) compete in the market. Drawing on strategic marketing literature, a managerial rather than customer perspective is adopted. The study investigates the competitive positions sought by professional service providers and the specific marketing activities actually undertaken to achieve these positions. Thirty-seven depth interviews with senior management from a range of PSFs indicate that firms seek to differentiate themselves by developing long-term relationships, providing better service quality and greater value, and developing brands with strong reputations. Organisations typically seek such interrelated competitive positions simultaneously. A list of marketing activities used by the PSFs to achieve these competitive positions offers practical insights into the specific activities needed to achieve the various competitive positions sought.     

中小企业集群与技术创新

技术创新对中小企业集群的健康成长十分重要，文章分析了中小企业集群与技术创新的关联性，阐述了在我国中小企业集群中技术创新的种类和途径，指出了我国中小企业技术创新过程中存在的问题，认为我国中小企业应重视企业发展中的技术创新，以创新提升自身实力。文章建议我国中小企业应制订在创新方面的发展战略，并建立集群内的技术创新体系。