信息共享空间的构建与创新服务——以河北工程大学图书馆为例

信息共享空间是近几年发展起来的一种新生事物，给传统的图书馆服务模式带来了严峻的挑战，以河北工程大学图书馆信息共享空间建设为例，分析了实体层和虚拟层两个层面建设的内容，介绍了信息共享空间的创新服务，并就信息共享空间的深层次服务提出了对策建议。     

An M/G/1 clearing queueing system with setup time and multiple vacations for an unreliable server

This paper studies an M/G/1 clearing queueing system with setup time and multiple vacations, in which all present customers in the system are served simultaneously and breakdowns may occur in busy or setup period. We investigate the stationary distribution of system size and the Laplace–Stieltjes transform of sojourn time. In addition, various performance measures are discussed, such as the mean system size at arbitrary time and the mean length of a vacation circle. Moreover, a cost analysis is carried out for this queueing system. Numerical results are presented to study the sensitivity of the system parameters on the expected cost function and system performances.     

进一步完善来沪人员服务和管理,推进城乡统筹发展——上海解决“新二元结构”的途径、前景及举措

国家＂十二五＂规划明确提出,特大型城市要合理控制人口规模,同时要坚持因地制宜、分步推进,把有稳定劳动关系并在城镇居住一定年限的农民工及其家属逐步转为城镇居民;对暂时不具备在城镇落户的农民工,要改善公共服务,加强权益保护。上海作为外来人口规模庞大的特大型城市,必须高度重视解决＂新二元结构＂,既要积极改善来沪人员的公共服务,促进符合条件的来沪人员不断融入上海,又要合理控制人口规模,防止＂城市病＂。     

Impact of customer loyalty and service operations on customer behaviour and firm performance: empirical evidence from UK retail sector

Abstract

Retail networks are striving to achieve competitive advantage by increasing value through loyalty and efficiency with a focus on service operations. As sales promotions have become an integral part of the retail supply chain planning, customer behavioural aspects based on loyalty and service operations have been challenged greatly. Subsequently, management capabilities, such as planning and timely replenishment, have become complicated tasks for many retail store managers. This study develops a model integrating retail network value and efficiencies with customer behaviour and performance. We validate the model using survey data from prominent U.K. retail store customers. Our data analysis shows that both loyalty and service operation attributes have positive significant impact on customer behaviour, while the service operation mediates the relationship between loyalty and customer behaviour. This result gives a new outlook to build managerial capability based on customer loyalty and service operations. Our results specifically show that the service operation attributes will indirectly influence the customers’ buying behaviour even in the presence of loyalty attribute such as promotion schemes. This result sends a strong signal to retail supply chain managers to offer customised promotions considering local community rather than having uniform sales promotion nationwide.     

Mending the gaps in social work education and research: two examples from a Swedish context

ABSTRACT

The gap-mending concept is an analytical tool that helps teachers and researchers in social work to reflect upon what, in their practice, increases, maintains or mends gaps between professionals and service user groups. The article suggests a theoretical background on how gaps in social work practice can be challenged. This includes theories about power and recognition. It then moves on to describe the development of gap-mending strategies in research and education at the School of Social Work at Lund University. Lund University was one of three partners that took the initiative to the international network PowerUs that has focused on gap-mending strategies in social work education. The authors have been working over 10 years in collaboration with service user participation in the education of social workers and in different research projects. In the article, they give examples of gap-mending practices and of challenges that they have faced. The first example is an experimental course that has been given since 2005 where social work students study together with students from service user organizations in a university course. The second example is an attempt to combat homelessness in several Swedish municipalities. Supported by researchers, the development project has been a collaboration between homeless groups, politicians and social workers.     

美国中小学服务学习课程模式的理论与实践

服务学习是美国中小学广泛实施的一种优秀的实践教学课程模式。不同于单纯的社会体验或学科教学,服务学习将课程学习、社会服务和体验反思三者有机地结合起来,不仅加强了学生课堂所学知识与现实世界的关联,同时也极大地丰富了中小学生的社会实践活动。其基本理念、特征、实践模式及实施经验对我国当前基础教育课程改革有着很高的借鉴价值。     

承接国际服务外包、技术溢出与本土企业创新能力提升

近几年服务外包产业发展迅速,并产生广泛的经济效应。本文基于江苏省三个服务外包基地城市为样本的微观企业调查数据,实证研究了软件行业承接国际服务外包获得的技术溢出对创新能力提升的作用。研究结果表明,承接国际软件外包获得了技术溢出,企业创新能力得到提升。在技术外溢的多种可能途径中,人力资本作用最为突出,发包方技术转移较为显著,政府服务通过影响企业人力资本水平等途径间接影响服务外包的技术外溢,提升了本土企业创新能力。     

国家、民族、社区——美国国家公园建设的经验及教训

美国国家公园建设过程中，以国家为主导，注重国家意识，定位服务功能，体现其教育理念，并在此过程中将管理和利用模式由开始的保护转变为现在的保护与利用并行，为全世界提供了一个成功的模板。但在其100年的发展过程中，环境的破坏，原住民权利的漠视，游客管理的混乱，是其曾遇到或正在面临的问题。建议我国在进行国家公园建设时，应扬长避短，突出国家名义，强调社区参与和游客管理先行，并注重国家公园的公益性和教育功能。     

昌北高校图书馆联盟虚拟参考咨询服务现状分析

高校图书馆联合虚拟参考咨询服务是一种全新的信息服务形式,深受广大用户的喜爱和欢迎。该文通过对江西省昌北高校图书馆联盟2011年1至6月份虚拟参考咨询的服务人员、服务形式、服务内容、服务效率及存在问题进行调查分析研究,提出提升该联盟虚拟参考咨询服务质量的积极建议及对策。