减排与增长:服务业如何实现绿色均衡发展?

服务业是中国经济转型和产业结构升级的重要抓手,在资源与环境"双重"约束日益趋紧的背景下,有必要研究服务业绿色发展问题。能否在减排成本最小的前提下提高服务业增长率,走出一条绿色发展路径?为此,文章创新性地将排放权交易市场引入服务业部门,采用方向性距离函数、非线性规划等实证研究方法测算2004-2012年中国服务业14个细分行业的绿色效率和碳排放影子价格。研究表明:中国服务业发展方式并非"绿色",服务业减排成本和碳排放量逐年增长,减排面临巨大的经济压力;在文章设计的排放权交易模型下,服务业细分行业能够形成一个统一的影子价格,从而实现一条绿色发展路径,该路径满足帕累托有效和投入产出技术有效;在均衡路径上,流通服务业应出售排放权,而其他减排成本较高的服务业购买排放权。     

基于新公共服务理论的广西邮政改革的对策研究

邮政业作为公共企业,是公共部门的重要组成部分,以新公共服务理论作为理论基础来研究广西邮政的改革问题具有深刻的内在必然性。本文对如何深化邮政政策进行较为全面的研究和探索。     

我国发展服务外包业的现状分析及应对策略

目前,跨国公司正在向世界各地特别是亚洲进行服务业的转移,这给我国企业的发展带来了极好的机遇.面对这一机遇,我们如何能做到依据科学的发展观来促进我国服务外包业的发展呢?本文旨在通过对我国服务外包业的发展现状进行综合分析,从宏观角度提出应对策略.     

事业单位国有资产管理的制度设计、治理机制及其他

对事业单位国有资产管理进行改革已越来越迫切.作为规范性的事业单位的主体社会公益型组织,评价其资产管理工作的好坏不是以它们所创造的货币收益多少为指标,而必须研究设计出一整套多元的科学指标体系;应在医院、学校等事业单位建立理事会或董事会治理结构;重建成本核算的财务会计制度.     

Determinants of dining satisfaction and post-dining behavioral intentions

The purpose of this research is to empirically investigate the determinants and consequences of dining satisfaction with restaurant services. A total of 338 undergraduate business students participated in this research. Results reveal that there exist three sources of customers’ satisfaction with restaurant services: positive emotions, perceived service quality and negative emotions. Positive emotions have more impact on customers’ satisfaction than negative emotions. In addition, emotions mediate the impact of perceived service quality on dining satisfaction. Finally, satisfaction has a significant impact on recommendation, customer loyalty and willingness to pay more.     

Impact of hotel-restaurant image and quality of physical-environment,service, and food on satisfaction and intention

This study developed a theoretical framework in which overall image, image congruence, and quality of physical environment, service, and food affect guests’ satisfaction and intentions to revisit a luxury hotel restaurant and visit other restaurants of the same hotel by considering the influence of conspicuousness as a moderator. The measurement model assessment revealed that all items included an acceptable level of measurement quality. Results of the structural analysis indicated that the research variables were in general significantly associated; quality dimensions and satisfaction had a mediating role; and the impact of satisfaction and overall image on decision formation was greater than that of other variables. Moreover, the structural invariance model assessment indicated that conspicuousness acted as a significant moderator. Overall, our proposed theoretical framework was found to include a sufficient power in predicting patrons’ intentions for luxury hotel restaurant products. Using this quantitative approach, our research objectives were wholly achieved.     

Relationship between HEXACO personality factors and emotional labour of service providers in the tourism industry

This study aimed to 1) explore to what extent service providers’ emotional labour is affected by personality as measured using HEXACO personality factors, 2) analyze the affect of emotional labour on the performance of required emotional display rules, and 3) investigate differences in emotional labour depending on service providers’ demographic characteristics. From a questionnaire survey of employees in different service sectors in Korea, four HEXACO personality factors, Extraversion, Agreeableness, Conscientiousness, and Openness were found to have a positive influence on emotional labour. Deep acting has a positive influence on the requirement to display positive emotions and a negative influence on the requirement to hide negative emotions. Demographic variables generally do not affect emotional labour. This study provides practical information about employees to managers in the service industry. It could help in recruitment, the management of human resources, and enhance a company’s service assessment.     

When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory

This article develops and tests a model of emotional labor in the hotel industry using affective event theory. A multiple-wave longitudinal analysis using data from 424 hotel service employees and their immediate supervisors reveals how work contexts (supervisory support) affect work events (interactional justice), and thereby influence the affective (negative emotions), attitudinal (job satisfaction), and behavioral (emotional labor, service quality, and voluntary turnover) reactions of hotel service employees. The results show that (1) supervisory support relates positively to supervisory interactional justice; (2) supervisory interactional justice is negatively associated with negative emotions; (3) negative emotions relate positively to surface acting and negatively to deep acting; (4) surface acting leads to lower job satisfaction, whereas deep acting leads to higher job satisfaction; and (5) job satisfaction leads to higher service quality and lower turnover. The implications suggest important recommendations for hotel managers.     

Dimensions of Chinese culture values in relation to service provision in hospitality and tourism industry

Factor and reliability analyses were employed in this exploratory attempt to investigate and refine the structure and dimensions of Chinese cultural values (CCVs) in relation to service provision. Based on the results of factor analysis, CCVs could best be conceptualized as a five-component construct that influences the attitude or behavior of employees in providing service. These five factors were identified as follows: Integration 1 (attitude towards work); Integration 2 (attitude towards people); moral discipline; status and relationships; and moderation. The identification of these dimensions has two major implications to human resource development and service management practice in the hospitality and tourism industry. First, Chinese cultural values play a critical role in determining specific interventions, challenges and barriers in service organizational management. Second, given the profound influence of Chinese cultural values on service provision, international tourism and hotel managers, particularly in human resource development, should realize the importance of ensuring that Western management practices are adopted critically in Chinese organizations. Given the limited amount of research on this topic, the findings generated from this study are very important in guiding future research and providing insights into an area that deserves more academic attention.     

Empowerment in hospitality organizations: Customer orientation and organizational support

Although empowering employees has often been prescribed as an efficient strategy for hospitality organizations, the strategy alone cannot ensure success. Individual and organizational factors should be considered to increase employees’ perception of empowerment. This study examines the impact of employees’ customer orientation and organizational factors on the employee empowerment perceptions. Our findings, based on a survey of 203 guest contact employees, suggest that organizations should hire customer oriented people, guide them with service training, provide a reward system, and facilitate service standards communication in order to increase perceived empowerment. Implications of these findings for hospitality service managers are discussed.