服务公平性对储户与银行之间关系的影响

作者在某银行广州地区的15个营业点对储户进行了一次问卷调查,探讨服务公平性对顾客与企业之间关系的影响。数据分析结果表明,结果公平性、程序公平性、交往公平性和储户感觉中的软、硬质量是同一个高阶因子的子因子,储户在正常服务环境中感知的服务公平性影响储户的消费情感和储户对本次消费经历的评估(服务质量、消费价值、储户的满意感),进而影响储户与银行之间的关系(信任感、储户与服务人员的人际关系纽带、储户与银行的感情纽带)和储户的行为意向(再购意向和口头宣传意向)。     

关系类型对服务失败后顾客反应的影响

本文探讨了真正服务关系、虚假服务关系和偶遇服务关系三种关系类型对服务失败后顾客反应的影响。研究显示,在遭遇服务失败后三种关系类型的反应差异明显,具有真正服务关系的顾客在服务失败后比其它两类关系类型的顾客具有更高的顾客满意度、更少的负面口碑以及更高的重购倾向,而虚假关系的顾客比偶遇关系的顾客又表现出较高的满意度、较少的负面口碑以及较高的重购倾向。所以关系能够提供防御性服务补救作用,而且相对于其它补救策略更显得未雨绸缪。     

论饭店企业品牌忠诚的创建

在当前的竞争形势下,饭店企业要想增加市场占有率非常困难。饭店有必要由追求市场占有率的扩大转向追求良好顾客关系的保持。本文在分析品牌忠诚对饭店企业的重要性以及品牌忠诚的决定因素的基础上,探讨了饭店企业创建品牌忠诚的策略。     

The public and private purposes of case records

Social welfare agencies have official reasons and requirements for the construction of case records. Sociologists have detected a set of unofficial reasons that shape case records in practice. This paper suggests that case records that record the lives of children in child welfare systems are written, inter alia, to deny the failure of interventions, to justify the refusal to serve “bad clients,” and to justify the decision to extend hegemony over “good” clients.     

强化和拓展图书馆作为第二课堂的服务功能

全面推进"素质教育",培养、造就一代具有创新精神的高素质人才,这是时代赋予我国高等院校的伟大历史任务.图书馆作为校园内开展素质教育的最佳场所之一,如何强化服务意识, 拓展图书馆作为第二课堂的服务功能, 是高校图书馆必须重视并加以研究的问题.     

服务理论的核心概念:服务即遇

在服务管理和服务营销理论中Service Encounter概念准确的含义是什么?如何翻译这个词?作者在本文中提出了自己的看法.并从"真实瞬间"(The Moment of Truth)和服务质量等几个方面,全面地阐明了服务即遇(Service Encounter)概念在服务管理和服务营销理论与实践中的重要意义.     

The Economic Efficiency of Sampling Size: The Case of Beef Trim

The economically optimal sample size in a food safety test balances the marginal costs and marginal benefits of increasing the sample size. We provide a method for selecting the sample size when testing beef trim for Escherichia coli O157:H7 that equates the averted costs of recalls and health damages from contaminated meats sold to consumers with the increased costs of testing while allowing for uncertainty about the underlying prevalence rates of contamination. Using simulations, we show that, in most cases, the optimal sample size is larger than the current sample size of 60 and, in some cases, it exceeds 120. Moreover, lots with a lower prevalence rate have a higher expected damage because contamination is more difficult to detect. Our simulations indicate that these lots have a higher optimal sampling rate.     

英国文官制度述论

英国是世界上最早建立文官制度的国家,它在1870年就确立了文官制度,截至目前为止已经有一百三十多年历史。英国文官制度的形成和确立经历了长期、曲折和复杂的过程。文官制度的建立过程与英国的政治体制变化紧密相关。17世纪中叶英国资产阶级革命前,英国是一个封建君主专制的国家,它的文官制度表现为“恩赐官职制”;英国资产阶级革命后,两党制日益成熟,它的文官制度表现为“政党分赃制”;第二次世界大战后,科学技术飞速发展,尤其是五六十年代,欧美等国发生了新技术革命,使政府的专业化程度日益加强,它的文官制度表现为“考试择优录用制”。现在英国的文官制度是1968年改革后的产物。本文仅对英国文官制度产生的过程、特点及影响进行述评,使我们从中有所借鉴。     

Global economy of signs and selves: A view of work regimes in call centers in the Philippines

Reflecting on the global nature of third-party offshore call center and its implications on the agent, this piece is an account of the researcher's own experience, observations, and interactions as a call center worker. Using the theoretical frame Global economy of signs and selves, weaving ideas from Scott Lash and John Urry, Pierre Bourdieu and Erving Goffman, the study looks at some dimensions and conditions of global service work experienced by Filipino agents. With the relocation of accounts offshore, call centers in the Philippines have given rise to a growing section of society required by the imperatives of their work to “defy” time and space, synchronizing their cycles and routines according to the rhythms and cycles of a distant social dimension and the imperatives of globalized production. Although relocation has allowed firms to reduce costs and make use of cheaper labor, the distance traversed by this new call center platform comes with some hidden costs, borne by workers, who may themselves take these other forms of work they deliver for granted. Highlighting under-emphasized, undervalued and misrecognized aspects of call center work, the study attempts to link the global, the local and the personal, while emphasizing the social and symbolic work involved in call center production.     

An Ethnographic Approach to Understanding Service Use Among Ethnically Diverse Low Income Families

Poverty is linked to disparity in families access to basic human services and an incapacity to fulfill basic needs. The study described in this paper uses a qualitative research design to address the ecology of service use in the family within the broader social and physical environment. While the focus of this paper relates to the methodology of the study, some substantive results are used for illustrative purposes. Through an in-depth study of families in the contexts of their neighborhoods, our task is to search for patterns and their meanings. This process may uncover the motives and beliefs underlying service use and access among the families in our study.