赤色邮政特征新论

赤色邮政是土地革命战争时期苏区建立的邮政,人民战争环境铸就了其独特特征。赤色邮政具有党性,是苏区革命事业的重要组成部分,其不仅为党政军传递机密函件与公文,而且开办了专门为革命事业服务的特色业务;赤色邮政员工来自工农群众,向苏区民众开放业务,并为人民子弟兵提供免费邮件,故其具有人民性,是人民邮政的源头;赤色邮政由苏维埃政府创建、经营和管理,实行邮票制度,也有相对固定的邮线和邮班,因此具有近代性,其本质上是一种近代新式邮政。     

Implications for Practice: Exploring the Impacts of Government Contracts on Refugee Settlement Services in Rural and Urban Australia

This article presents the findings from a small qualitative study of Refugee Settlement Service (RSS) workers under Australia’s Humanitarian Settlement Services and Settlement Grants Program. Managers and front-line workers from five Refugee Settlement Services in rural and urban New South Wales were interviewed to examine the impact of new Government funding structures and contracts on the delivery of services and supports to newly arrived refugees. The comparative findings show that the Government’s contractual arrangements impact Refugee Settlement Services in different ways; ultimately prioritising market-like structures and undermining their core service roles. We argue that improving the relationship between Government and Refugee Settlement Services is critical to successful refugee settlement.

IMPLICATIONS

• Successful refugee settlement requires greater flexibility and responsiveness in rural and urban Refugee Settlement Service (RSSs).

• RSSs require increased autonomy and control over funding to enable locally responsive service provision for newly arrived refugees.

     

The Experiences of Human Service Managers in Contexts of Change and Uncertainty

Against a background of rapid and widespread changes to the delivery of human services and social welfare, this paper reports on a study into the experiences of managers of human services organisations. Within an interpretive methodology, the research utilised focus group and interview methods to examine the relevance and need for business, finance, and management skills from the perspective of managers in the human services. Results indicate that managers of human service organisations need advanced business, management, and finance skills to deal with change and uncertainty in contemporary and competitive service environments.

IMPLICATIONS

• Human service organisations in Australia are subject to change and uncertainty with new models of funding and increased accountability.

• Social workers employed as managers are under pressure to lead sustainable and accountable services, while still holding to social work principles.

• Social workers who manage organisations face a challenge of how to integrate business, management, and finance skills with the values and mission of social work.

     

Capacity Management in Health Care Services: Review and Future Research Directions*

Health care has undergone a number of radical changes during the past five years. These include increased competition, fixed-rate reimbursement systems, declining hospital occupancy rates, and growth in health maintenance organizations and preferred provider organizations. Given these changes in the manner in which health care is provided, contracted, and paid for, it is appropriate to review the past research on capacity management and to determine its relevance to the changing industry. This paper provides a review, classification, and analysis of the literature on this topic. In addition, future research needs are discussed and specific problem areas not dealt with in the previous literature are targeted.     

论服务名牌战略

本文在分析服务名牌特点及服务名牌战略独有的类型基础上,论述了服务名牌战略的八大功能,并从服务企业的角度提出了实施服务名牌战略的设想.     

基于TAM的移动内容服务采纳分析

3G时代,提供能被消费者接受的移动内容服务是移动运营商和内容提供商实现利润的重要前提,其关键是明晰影响用户采纳移动内容服务的主要因素和影响途径。本文以技术接受模型为理论基础,在移动商务的环境下对其进行扩展,建立了整合用户创新性、外部影响和感知财务费用的移动内容服务采纳模型,并在此基础上提出了相应的假设,并通过结构方程模型的方法对假设模型进行了验证。实证研究发现,技术接受模型在移动商务环境下依然有效,而且用户自身的创新性、外部的影响和使用成本也影响消费者的采纳意图。     

考虑不确定性影响的银行服务质量评价

本文研究了不确定性对服务质量评价的影响,建立了服务质量评价的均值—方差模型,并进行了实证分析和检验。这一模型被应用来对我国主要商业银行的服务质量和顾客满意度进行排序分析,其结果显示银行服务质量的提高应该从服务的平均水平和一致性两个方面来努力。     

服务失败情境下顾客损失、情绪对补救预期和顾客抱怨倾向的影响

由于服务行业高交互性和同步性特征,服务失败不可避免,重新赢得顾客的有效途径就是通过成功的服务补救.从国内外对于服务失败和补救的研究成果上看,绝大多数采用以认知为主的范式(归因、公平、满意、期望等),很少有研究关注服务失败和补救中给消费者带来的情绪变化.本文在充分回顾服务失败文献的基础上,提出在多年的研究成果中并未充分重视消费者的情绪反应过程.作者基于资源交换理论对消费者在服务失败中的心理反应机制进行了系统而科学的探讨,提出了以顾客损失、情绪为核心的服务失败模型.根据研究目的和研究模型,本文采用情景模拟法进行了实证研究,正式研究进行了严格的实施控制,包括对访问人员的访前培训和问卷复合,研究所用量表从国外相关研究的研究量表选择有效测项形成,按照事件严重程度和服务员情绪展示程度对情景进行2×2设计,选择在校大学生作为被试,最终获得有效问卷261份.数据采用了ANOVA、回归和PLS进行分析,并对各研究假设进行了验证.研究成果证实了服务失败本身和服务员处理失败时的情绪都会影响到消费者功利损失和象征损失,并进而影响消费者失败后的情绪,补救预期和抱怨倾向是认知和情绪综合影响的结果.     

我国高校探索企业财务共享人才培养的研究

随着我国企业实行财务共享服务模式的日益普遍,企业财务共享人才需求同步快速增长。为适应企业财务共享人才的新需求,我国高校需要进一步优化会计专业培养新方式,本文将从转变培养思路、配套培养举措等入手,探讨高校培养各类财务共享人才的新做法。