浅析服务流程质量管理方法——六西格玛应用中的关键性问题

六西格玛的应用从生产转移到服务,同时也产生了影响六西格玛成功应用于服务流程管理的问题。对现有的关于该问题的文献进行综述,明确六西格玛在服务业中应用的关键性问题及其出现的阶段,评估并调查六西格玛循环的各阶段相对应的结构性问题,并提出未来的研究方向。     

论公务行为不营利原则的确立——从美国政党分赃制谈起

文官制度是美国行政组织法中的重要制度,它是在政党分赃制改革的基础上形成和发展起来的。政党分赃制的特征是政党候选人把政府官职作为报偿分配给帮助其在选举中获胜的人,而获得政府官职的政府官员就会利用手中的职权,以行使公务为名为自己谋取私利,这违背了公务行为不营利原则。     

顾客个人价值嵌入的顾客满意度指数扩展模型

本文尝试将反映消费终极目的的顾客个人价值概念引入顾客满意度指数模型,提出了嵌入顾客个人价值的顾客满意度指数扩展模型。基于餐饮业和移动通讯业样本进行实证研究,结果表明所提出的扩展模型得到验证,顾客个人价值对顾客满意具有显著的影响,感知服务质量和感知顾客价值是顾客个人价值的决定因素。本研究深化了对顾客满意形成机理的认识,为服务企业评价满足消费者需求能力和经济产出质量的指标提供了理论根据。     

服务概念的多层次理解

服务,作为服务学科的核心概念,能够被正确理解十分必要。相关文献回顾表明,学者们对服务概念的解释存在巨大差异,主要原因是他们的行业背景和学科背景不同,因而侧重点不同。从服务产生的根源出发,构建了包含服务行为、服务产品、服务组织、服务产业及服务社会的多层次服务概念体系,并基于以上五个层次厘清了服务的特征。     

如何以科学发展观来推动读者服务工作

从科学发展观的思想出发,阐述图书馆要从人性化管理、更新服务观念、加强职工和读者的培训、做好宣传推介等方面,来推动读者服务工作。     

后危机时代我国服务贸易发展趋势及对策研究

随着后危机时代的到来,全球竞争的焦点有向服务业转移的趋势,提升服务贸易的国际竞争力成为重要的战略任务。在分析我国服务贸易发展趋势及存在问题的基础上,从提升服务贸易国际竞争力、制定和完善服务贸易立法、扩大服务贸易开放程度及建立和实施服务贸易管理体制4个方面提出促进我国服务贸易发展的策略建议。     

基于未确知测度理论的普通铁路客运站服务水平综合评价

评价铁路客运站服务水平是衡量铁路运输服务质量的重点工作,针对评价过程中众多信息的未确知性,将未确知测度理论应用于普通铁路客运站服务水平评价中。首先,对未确知信息进行处理,建立了评价指标体系与等级标准,并应用熵权方法计算指标权重,然后采用问卷调查形式获得指标评价结果,并根据调查统计结果建立单指标测度矩阵,结合指标权重计算出综合评价向量,最后,利用置信度识别准则评定出普通铁路客运站服务水平等级。将此方法应用于石家庄铁路枢纽某客运站服务水平评价中,操作过程表明,该方法具有较好的可操作性,评价结果更加合理、准确,为普通铁路客运服务评价工作的开展提供了一种新的研究思路。     

Child care policy: A need for greater advocacy

While some scholars have recognized the importance of child care to families in the United States (Kamerman, 2001; Waldfogel, 1998), child care has not been viewed as a core social policy concern in the United States. In this article, we provide an overview of child care needs in the U.S. followed by an analysis of three major federal programs that shape U.S. child care policy. The first, the Child Care Development Fund (CCDF), provides financial child care supplements to low-income parents to enable them to engage in paid labor. The second policy, The Family Medical Leave Act (FMLA), is technically a universally applicable policy enabling people to care for a family member in need, including all parents who choose to spend a few weeks of unpaid leave with a newborn child. The third is the U.S. tax policy, including child care exemptions, deductions and credits. We suggest that, though all of these policies exist to help families care for children, they fail the children and families that they are purportedly designed to help. We then discuss the crucial role that professionals who work with families and children can play in shaping U.S. child care policies.     

“Delinquent behaviour as a kind of body politics” against adult regulations — Young people's discourses in Hong Kong

Usually, discourses of young people, particularly for the voices of ‘youth-at-disadvantage’, are silenced no matter in the social construction of their experiences or in the social investigation of their behaviour. Without their voices, a discourse of individual deficits is usually constructed to talk about their delinquent behaviour. However, in the discourses of young people, they considered their problem behaviour as a kind of ‘body politics’ to work against adult regulations. Moreover, obvious gender differences were revealed. While female adolescents constructed their problem behaviour as a tool to rebel against the harsh parental control on their leisure time activities, their male counterparts referred it as an escape to avoid heavy conflicts with parents on their school-to-work situations. In the discourses of young people, what they could do in the face of the adult society was only to rebel or escape with their bodies. Thus, in view of young people's discourse construction of their experiences, gender specific and family based interventions are recommended to work with ‘youth-at-disadvantage’ in outreaching social work service in Hong Kong.     

中国城市社工与志愿者合作模式探析

社工与志愿者是城市社会管理创新的两支重要力量,近年来获得较快发展。但是,由于原来的管理体制分割、观念意识差异等影响,缺乏合作共享,削弱了社会服务的实效。最近,中国通过“第三方力量”的努力,建立“社工＋志愿者”合作的组织平台、资源体系,为城市社会管理提供更多的服务。