The Performance of Service Industries in Canada: A Real Value Analysis

The performance of service industries in Canada has been lower than that of good industries over the last four decades, with noticeable exceptions such as for railways and telecommunication carriers. Service industries were less economically (and technically) efficient in that they generated less output value (quantity) per hour worked (level and growth) or per combined unit of labour and capital (multifactor productivity growth) than good industries. The relative output price of services declined slightly over time compared with goods. At the disaggregated level, changing relative output prices were substantial and proved to be an important factor explaining the relative satisfactory economic performance of many service industries despite their low technical performance. Nevertheless, the output share of service industries increased over that period, sustained, mainly, by the growing recourse of all firms to outsourcing of services.     

STRATEGIC ORIENTATION,CAPABILITIES, AND PERFORMANCE IN MANUFACTURER — 3PL RELATIONSHIPS

This study examines how two dimensions of strategic orientation (customer and competitor orientation) influence logistics and market performance. Two capabilities, operational flexibility and collaboration, are studied. Data were collected from manufacturers working with third party logistics providers. The findings suggest that customer and competitor orientations have different influences upon performance when leveraged through the capabilities. Competitor orientation, while having a detrimental direct effect on logistics performance, appears to be the better strategic approach, when supported with operational flexibility since it results in enhanced logistics (efficiency) and market (effectiveness) performance. Customer orientation, on the other hand, greatly improves logistics performance, i.e., internal efficiency.     

CATALOG RETAILER IN‐STOCK PERFORMANCE: AN ASSESSMENT OF CUSTOMER SERVICE LEVELS

The purpose of this article is to study the level of “in‐stock” customer service performance being offered in the catalog channel of distribution. The article provides benchmark information for the catalog industry. More importantly, the article serves as one test of the effectiveness of the modern supply chain, where the expectation is for near perfect orders. Customer service levels are studied by using an empirical observation methodology in which catalog retailer's in‐stock performance was measured. Comparisons are made across item type, season, retailer type, and days from catalog receipt. Overall, items were out‐of‐stock during 15.9% of all checkpoints, compared to an 11.8% stock‐out rate in an earlier study of bricks and mortar retailers.     

Service worker role in encouraging customer organizational citizenship behaviors

Assessment of the role of the individual service worker in encouraging customer organizational citizenship behaviors (customer OCBs) is the primary focus of this paper. The researchers investigate this topic empirically across three service contexts. Customer OCBs are voluntary, outside of the customer's required role for service delivery, which provide help and assistance and are conducive to effective organizational functioning. In this paper, commitment to the service worker is the strongest predictor of customer OCBs. Further, personal loyalty to the service worker serves as a partial mediator of the effects of perceived benevolence of the service worker and commitment to the service worker on customer OCBs. Finally, theoretical, managerial and future research implications are included.     

The impact of Air Service Agreement liberalisation: The case of Nigeria

The positive impact of air transport liberalisation as suggested by economic theories and empirical studies has inspired many developing countries like Nigeria to liberalise some of its Air Service Agreements (ASAs). This paper seeks to examine the extent to which international air service liberalisation has impacted upon Nigeria ten years after it was introduced. The research developed a cross-sectional model with passenger traffic as the dependent variable, while macroeconomic factors (trade and GDP), historical links, distance and ASAs (a proxy for liberalisation) served as independent or predictor variables. The analysis revealed a set of ASA stages in the country's policy-making process (restricted Bilateral Air Service Agreement, Open Skies Agreement and Yamoussoukro Declaration). Further analysis showed that the predictor variables were all significant in explaining passenger demand. The model demonstrated that the liberalisation of market access to the Open Skies Agreement level could stimulate traffic growth by at least 65 percent. The findings can assist in guiding policy and industry stakeholders in future decisions relating to liberalisation and ASAs.     

The role of information technology in corporate strategy of small and medium enterprises

The crisis of the new economy might have cast doubt on the usefulness of the Internet for business activities. However, it is unquestionable that the possibilities offered by Internet-based technologies in terms of information processing, transfer and collection enable the firm to improve market knowledge and the relationship with clients and suppliers. This work explores, theoretically and empirically, the possibilities offered by the Internet to facilitate the internationalization process of Small and Medium Enterprises (SMEs) as well as to improve the relationship with other firms within the same value chain. Using a wide representative sample of Spanish SMEs, the empirical analysis confirms the benefits of the Internet in both cases.     

基于用户体验的农村旅游厕所管理研究——以广东省为例

农村旅游厕所是我国厕所革命的短板,存在重建设轻管理等问题,下一阶段厕所工作重点在于如何"管好"、"用好"上。基于用户体验逻辑的实证研究有助于为农村旅游厕所提升公共服务质量和运营管理水平提供参考借鉴。本文运用权重综合评价方法,构建了用户体验评价指标体系,选取广东省农村旅游厕所206座进行实地评测,结合大众用户对农村旅游厕所的体验偏好调查,利用IPA方法分析农村旅游厕所用户体验评价指标的重要程度和实际表现感知,提出丰富用户体验、加强卫生保洁、创新经营模式等政策建议。     

基于关系营销的第三方物流服务质量研究

本文在关系营销的理论指导下,利用顾客服务质量感知模型对中国第三方物流服务质量问题进行了相关研究。文章在从顾客期望和感知质量两方面对顾客总体感知质量加以分析的基础上,针对中国第三方物流产业的发展现状,从前期宣传、服务的有形展示、过程控制、应急能力等多方面入手分析,提出了提高第三方物流服务顾客感知质量的方法与途径。     

面向服务外包的软件工程人才培养模式研究

文章通过我国软件工程服务外包人才培养现状及人才需求的分析,总结出软件工程外包人才应具备的基本素质;以西安工业大学计算机学院人才培养改革创新为依托,从课程体系设置、实践教学和校企合作等方面探索了软件外包人才培养的新模式。     

我国财政分权体制下农民工公共服务权利的缺失

农民工权利的保证包括诸多方面,其中很重要的一个方面就是其社会保障和公共服务权利的获得。社会保障和公共服务的提供主要依靠政府,但目前我国财政分权体制的现状导致中央和地方政府的权责存在一定程度的不一致性,地方政府在为农民工提供社会保障和公共服务上缺乏主动性、积极性。本文对此进行了分析并提出相应的政策建议。