服务质量管理研究的回顾与现状探析

服务经济时代,服务质量管理是服务运作和服务营销的重要研究问题之一。通过对服务质量形成机制、评价及管理三个领域文献的搜集与整理发现,此类研究可归纳为由两个条件和两部分内容组成的服务质量管理模型:Gronroos的顾客感知服务质量和PZB的五差距等差距模型反映了服务质量的核心形成机制,顾客特征及心理因素是其重要影响因素;SERVQUAL作为典型的服务质量测量表,常被与模糊数学、DEMATEL法综合运用于服务质量评价与改进;服务质量管理包括以服务接触相关要素管理为主的功能质量管理和以服务质量系统改进为主的技术质量管理。此外,网络环境下,服务质量具有特殊的形成机制,决定了其评价与管理的新特点。当前,在服务科学框架下进行服务质量管理研究渐成趋势,未来研究可结合网络特征和新兴服务业,关注服务质量动态特征及科学评价方法,展开行业或城市层面的服务质量管理研究。     

关于会计盈余价值相关性的实证检验——基于中国股票市场的数据

股票价格与会计盈余之间的关系在财务学和会计学领域中受到了广泛的重视.本文通过以累积超额市场回报率为被解释变量,以会计盈余的水平变量和变化量为解释变量的模型对股票价格与会计盈余之间的关系进行检验.不论是使用混合数据进行回归还是使用各年的横截数据进行回归,我们都发现了它们之间存在相关性的证据.这一结果支持了相关的理论.     

人力资本、组织因素与高管薪酬:跨层次模型

针对高管薪酬决定的现有研究停留在单一层面和对高管的人力资本关注不足的问题,本文获取了2007-2009年在深沪两地上市公司的17368个高管个体样本与对应的1923个组织样本,通过构建跨层次模型(HLM)研究发现,在个体层面上,高管人力资本与高管薪酬之间存在显著正相关关系;在组织层面,公司绩效、公司规模、董事会规模、独立董事比例与高管薪酬之间存在显著正相关,监事会规模、无形资产比例与高管薪酬之间存在显著负相关;个体层面因素解释高管薪酬的总变异与组织因素解释高管薪酬的总变异接近相等.依据国有股比例分类,本文通过构建HLM发现,当国有股比例在50％以上时,公司规模、董事会规模、独立董事比例、无形资产比例(负向)与高管薪酬之间存在显著相关关系,而公司绩效与高管薪酬之间关系不显著.     

基于地心天际球面坐标的低轨卫星通信网络簇结构协同工作机制设计

低轨LEO（Low earth orbit）卫星通信网络系统星间链路结构与链接关系十分复杂，如何实现该系统的高度可靠、高效工作是一件十分复杂和困难的工作。传统路由算法多选择分布式路由，忽略了卫星内部的分簇管理，在一定程度上，大大增加了算法的时间复杂度和空间复杂度。针对此问题，本文从LEO卫星通信网络的特征出发，运用空间通信技术，分簇规划技术与排队图示评审技术Q-GERT（Queuing graphic evaluation review technique），首先构建LEO卫星通信网络的地心天际球面坐标体系，搭建具有分簇架构的多层次通信网络；其次基于网络综合效能最优化，设计能够实现高度分布式协同通信业务管理的路由模型与算法；最后通过案例研究，表明本文所提工作机制的实用性与有效性。     

The semiparametric accelerated trend-renewal process for recurrent event data

Lifetime Data Analysis - Recurrent event data arise in many biomedical longitudinal studies when health-related events can occur repeatedly for each subject during the follow-up time. In this...     

Gender differences in inappropriate use of urinary catheters among hospitalized older patients

This study investigated the incidence, rationales, and associated factors of inappropriate urinary catheter use among hospitalized older patients by gender. A longitudinal study of 321 patients with urinary catheter was conducted. Demographic factors, present health factors, urinary catheter factors, and indications of catheter use were collected. A total of 53.7% of urinary catheter-days were inappropriate. For both men and women, there was no significant difference in the incidence and common rationales of inappropriate use. Women, however, have another associated factor with inappropriate use. More tailored alternatives are needed for women to increase comfort to avoid inappropriate catheter use.     

Managing big data in the retail industry of Singapore: Examining the impact on customer satisfaction and organizational performance

Much of the research on big data analytics has been centered on technical or system development. Research has been carried out on the usage of big data analytics to understand customer relationships and experience, amongst others. Still, there is a lack of research in the retail industry considering big data management, examining the impact on customer satisfaction and organizational performance in the retail sector. Retailers explore analytics to gain a unified picture of their customers and operations across the store or online channels and make strategic decisions contributing to the growth of the retail industry. Thereof, this study has been conducted by majorly focusing on the Singapore retail industry to clarify the feasibility of big data management analytics. Quantitative research method was employed involving 500 participants from the retail industry of Singapore. The results of the study stated that amongst the different big data analytics utilized within the retail industry of Singapore, social media analytics had been majorly answered by the participants. Future researchers can study about the upcoming retail trends in Singapore and how the effects of big data analysis changed in the past few years and deal with the unexpected future recessions in the retail industry within Singapore.     

供应链视角下的多方并购框架

以并购参与方所在供应链为研究视角,探讨了买方与多个供应商并购分析框架。首先,得出多种框架下并购前后各方所获利润,并数值模拟供应链环境变化对买方利润的影响;其次,在比较基础上给出供应链各方互动下的均衡。结果表明,并购交易的实施和供应链各方互动共同影响并购各方和其余各方所获利润,且互动削弱了并购产生的正向协同效应。本文给出了供应链各方互动下的并购分析框架,进一步完善了并购决策过程中的交易评估内容。     

Finding an anti-risk path between two nodes in undirected graphs

Given a weighted graph G=(V,E) with a source s and a destination t, a traveler has to go from s to t. However, some of the edges may be blocked at certain times, and the traveler only observes that upon reaching an adjacent site of the blocked edge. Let ℘={P _G (s,t)} be the set of all paths from s to t. The risk of a path is defined as the longest travel under the assumption that any edge of the path may be blocked. The paper will propose the Anti-risk Path Problem of finding a path P _G (s,t) in ℘ such that it has minimum risk. We will show that this problem can be solved in O(mn+n ²log n) time suppose that at most one edge may be blocked, where n and m denote the number of vertices and edges in G, respectively. This research is supported by NSF of China under Grants 70525004, 60736027, 70121001 and Postdoctoral Science Foundation of China under Grant 20060401003.