网上超市服务质量测量尺度

本文主要通过对有关传统服务业和网络服务业服务质量的研究进行综合和实证分析,开发出具有可靠性和有效性的网上超市服务质量的测量尺度。文章认为,目前对网上超市服务质量的测量主要是以传统服务业服务质量的测量尺度为基础,无法反映与传统服务业有显著差异的网上超市的服务特性;本文开发的测量尺度可用于消费者调查,分析顾客满意度,改善顾客感到不满意的服务事项,找出消费者认为重要的服务属性,并将此作为服务差异化和市场细分的标准,也可用于网上超市营销战略的制定及分析服务质量各要素对服务质量结果变量的影响力的大小,从而提高资源配置的合理性和有效性。     

规模、质量、效益相统一的高校党校培训工作

党校培训工作是高校党校工作的核心，也是促进高校党校发展的关键。从实证研究的结果来看，虽然目前各高校党校培训工作取得了长足的进步，但在规模控制、教育质量、培训效益等方面还存在着不统一的问题。因此，必须坚持科学发展观，在规模、质量、效益相统一条件下开展党校培训工作，促进高校党校的进一步发展。     

Revisiting the Concept of a Societal Orientation: Conceptualization and Delineation

Marketers have traditionally evaluated products and practices on the basis of whether something could be sold. It is also important to evaluate products and practices from a societal perspective, “Should a product be sold?” The first idea reflects a managerial orientation and what must be done to sell a product; the second idea reflects a societal orientation and the impact of selling a product. In relation to the second idea, the societal marketing concept was introduced in 1972. There has been little advancement in our understanding of a societal orientation since that time. The current study presents a conceptualization of a societal orientation based on a review of literature and qualitative interviews. The construct was conceptualized as “attention to the long-term well-being of individuals and society at large by enhancing positive impacts from and reducing negative effects associated with production and consumption of a product.” Five domains comprising a societal orientation are proposed: physical consequences, psychological well-being, social relationships, economic contribution, and environmental consciousness.     

A Note on Quality Choice,Monopoly, and Network Externality

Introducing network externalities into a model of vertically differentiated products, Lambertini and Orsini (2001, 2003) analyze the implications of a monopolist’s quality choice for social optimum. Moreover, they examine how the network externality affects quality, quantity, price, and social surplus. In this note, by looking at the nature of cost functions and the degree of network externalities, we reconsider their results, at least some of which depend upon the specificity of the cost functions.      

The effects of relationship quality on customer retaliation

This research examines the effects of relationship quality (RQ) on customers' desires to retaliate after service failures. We posit that the effects of RQ are contingent upon the attributions customers make about the firm’s controllability over a service failure. Two competing hypotheses are examined and reconciled. The “love is blind” hypothesis posits that when low controllability is inferred, high RQ customers experience a lesser desire for retaliation than low RQ customers. On the other hand, the “love becomes hate” hypothesis specifies that when high controllability is inferred, high RQ customers experience a greater desire for retaliation than low RQ customers. The hypotheses are tested with a survey-based design and a partial least squares (PLS) model that incorporates a multiplicative latent construct.     

Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives

Using the decision- and experiential-oriented perspectives as theoretical guides, this article reported an empirical assessment of service quality in restaurant operations. We proposed and tested a conceptual model of service quality using structural equation modeling. Using data from a sample of 284 customers from two large full-service restaurants in southern China, we investigated the relationships of service quality, customer satisfaction, and frequency of patronage. The results supported the significant links between service quality and customer satisfaction, service quality and repeat patronage, but not customer satisfaction and repeat patronage. The study has provided important insights into service quality and customer satisfaction in the field of restaurant operations.     

饭店服务质量的测量与改进

饭店服务质量是饭店的生命。为了改进饭店的服务质量，基于Parsuraman提出的SERVOUAL方法，本文提出了饭店服务质量的满意度测量法，然后，采用鱼刺图对饭店服务质量问题进行分析并提出改进方案，新悦饭店的示例表明，本文所提出的方法是有效的。     

旅游管理研究生综合素质培养思路探讨

面对目前旅游管理研究生就业难的现象,分析当前旅游管理研究生培养中存在的问题和原因,有针对性地从教育方法、教学内容等方面提出一些合理化建议,以促进旅游管理研究生综合素质的提高。     

高校教学质量监控探析——来自北京联大旅游学院的设计和思考

随着高校规模的扩大和社会对人才需求的多样化 ,高校的教学质量问题越来越受到关注。为实现对教学质量的有效监控 ,必须探求其教育学、教育评价和系统科学的理论基础。旅游学院在教学质量监控的实践过程中 ,正逐步形成对监控体系的设计和思考。     

《旅游教育质量认证体系》及其启示

随着全球旅游业的快速发展以及《服务贸易总协定》的实施,对高素质旅游人才的需求越来越旺盛,旅游教育也越加受到各方的关注和期待。但是现阶段由于各国的文化背景、经济状况和教育质量都不尽相同,旅游教育的质量也大相径庭。世界旅游组织(WTO)为更好地提高旅游教育质量以满足迅速发展的旅游业,制定了《旅游教育质量认证体系》(TedQual Certificacion System)。该文主要就《体系》制订的背景、体系的组成、质量标准的构成及认证的程序作简要的介绍,并就其对中国旅游教育的启示阐述个人的观点。