西方服务营销研究的世纪回眸

自从营销学作为一门独立的学科以来 ,实体产品的营销一直作为主流学派主宰着理论界和实务界。但在 2 0世纪 80年代 ,服务营销走出了产品营销的窠臼 ,为营销学的发展开拓了新视野。本文借助UMI、EBSCD、ELSEVIER公司的电子文献库 ,对近 5 0年的服务营销研究进行了回顾 ,依各时期研究内容的不同 ,将这五十年的历程划分为四个阶段 ,并对各阶段研究的主要内容和特点作了简要评述     

Trauma, coping resources, and family functioning in emergency services personnel: A comparative study

In this study a sample of male, shift-working, operational ambulance officers were compared with a group of male shift-workers from a range of occupations in which exposure to traumatic events was not inherent in the role ( N = 71). Three dimensions of family functioning were examined: intimacy, conflict, and parenting styles, with respect to occupational type (i.e. work-related exposure to trauma) and accounting for personal resources (coping). Personal resources were found to have a significant impact on the dimensions of family functioning. Furthermore, differences emerged in the pattern of coping between the two groups. Ambulance officers demonstrated a more varied repertoire of personal resources than the control group. Social support was found to be the sole predictor of intimacy and conflict levels in the control sample. However, in the ambulance group social support was predictive of intimacy levels, rational-cognitive strategies were predictive of conflict levels, and self-care, social support, and rational-cognitive strategies were all significantly correlated with the three dimensions of family functioning.     

Empowering Patients Through Access to Information

The United States federal government is in the midst of an e- government revolution characterized by a shift from paper-based citizen-government interactions to electronic-based interactions. Driven by the demands of citizens and supported by the President and Congress, federal departments are redesigning the look and feel of their Internet presences, moving away from traditional bureaucracy- centred presentation of information to more usable citizen-centred presentations. The Department of Health and Human Services (HHS), the USA's principal federal agency tasked with protecting the health of all Americans and providing essential human services, has undertaken a massive reorganization of its e-health enterprise. The most publicly visible component of this reorganization is the hhs.gov portal website. This desperately needed portal - usability testing indicated that more than 60 per cent of visitors to the Department's original website failed to find the information they sought - provides easy access to the wealth of HHS information and links its diverse operating agencies. The new HHS portal simplifies citizen access to the Department by: decompartmentalizing information by removing content from bureaucratic silos² and rearranging it in a natural navigation scheme; tuning content and navigation features to ensure that all users have access to information tailored for them; presenting content in appropriate and citizen-preferred formats; and complying with federal accessibility regulations for blind and vision-impaired users. This paper presents a series of lessons learned during the development of the HHS portal, and results of usability testing to determine what common design features present accessibility problems particular to the blind and vision-impaired communities. These discussions of practical avenues to improving the accessibility and usability of e-health websites through appropriate and effective information designs are followed by our thoughts on the future of Internet architectures and the limitations of 'layering' technologies when striving for universal accessibility.     

Professionals' attitudes towards men in early childhood education: A national study

A national sample of women and men working in early childhood education was drawn from the membership of the National Association for the Education of Young Children in order to assess their attitudes toward the suitability, professional practice, and administrative capabilities of men in early childhood education. Men and women were found to hold similar views toward the capabilities and roles of male preschool teachers across all these areas. The general lack of polarity of attitudes between men and women on many popularlyheld beliefs about men in the early childhood field is discussed in relation to previous alleged stereotyped attitudes toward male preschool teachers.     

互联网免费服务价值核算研究

近年来,越来越多的企业选择以低廉或免费的价格为居民提供互联网服务,但产出价值和消费行为却无法在GDP核算中体现。服务业产出被低估一直为学术界所讨论,在此背景下,互联网经济下创新的免费商业模式对传统核算理论的挑战成为本文研究切入点。本文在“互联网免费服务与顾客价值”的易货交易框架下对其价值核算展开研究,将互联网免费服务价值核算与数据资产核算联系在一起,使数据成为连接互联网免费服务与国民经济核算中生产、消费、收入核算的桥梁。文章最后通过模拟核算案例表现了互联网免费服务核算对不同账户的影响,建议对住户部门的生产、消费与收入各增加一笔虚拟处理,对企业的生产、收入及资产也各增加一笔虚拟处理,且这6笔虚拟价值相等。     

Cross‐training Decisions in Field Services with Three Job Types and Server–Job Mismatch*

To be cost‐effective, field service managers must balance the high cost of machine downtime with the high cost of cross‐training technicians in multiple skills. We study a field service system with three job types requiring three different skills. Each server has a primary skill, the cost of which is considered sunk, and up to two secondary skills, which is a managerial decision. We model two important characteristics that distinguish field services: server–job mismatch and the ratio of travel time to service time. We use a queueing framework and simulation to study three cross‐training decisions: the number of servers cross‐trained in secondary skills, the number of secondary skills each server should have, and the efficiency in each secondary skill. We find that complete cross‐training is cost‐effective in some field service situations. Typically, efficiency in secondary skills must be close to 100%, but when the probability of mismatch is high and the ratio of travel time to service time is high, efficiency in secondary skills must be less than 100%.     

A Mathematical Model of Service Failure and Recovery Strategies*

Understanding the nature of service failures and their impact on customer responses and designing cost‐effective recovery strategies have been recognized as important issues by both service researchers and practitioners. We first propose a conceptual framework of service failure and recovery strategies. We then transform it into a mathematical model to assist managers in deciding on appropriate resource allocations for outcome and process recovery strategies based on customer risk profiles and the firm's cost structures. Based on this mathematical model we derive optimal recovery strategies, conduct sensitivity analyses of the optimal solutions for different model parameters, and illustrate them through numerical examples. We conclude with a discussion of managerial implications and directions for future research.     

美国青年组织审视

以美国的Youth Outreach Services为案例,深入剖析、审视美国青少年组织,以期获得一些有益的启示,推进共青团组织更好地开展工作,服务青少年健康成长。     

Home birth and the National Australian Maternity Services Review: too hot to handle?

Background

In February 2009 the Improving Maternity Services in Australia – The Report of the Maternity Services Review (MSR) was released, with the personal stories of women making up 407 of the more than 900 submissions received. A significant proportion (53%) of the women were said to have had personal experience with homebirth. Little information is provided on what was said about homebirth in these submissions and the decision by the MSR not to include homebirth in the funding and insurance reforms being proposed is at odds with the apparent demand for this option of care.

Method

Data for this study comprised 832 submissions to the MSR that are publicly available on the Commonwealth of Australia Department of Health and Aging website. All 832 submissions were downloaded, coded and then entered into NVivo. Content analysis was used to analyse the data that related to homebirth.

Findings

450 of the submissions were from consumers of maternity services (54%). Four hundred and seventy (60%) of the submissions mentioned homebirth. Overall there were 715 references to home birth in the submissions. The submissions mentioning homebirth most commonly discussed the ‘Benefits’ and ‘Barriers’ in accessing this option of care. Benefits to the baby, mother and family were described, along with the benefits obtained from having a midwife at the birth, receiving continuity of care and having a good birth experience. Barriers were described as not having access to a midwife, no funding, no insurance and lack of clinical privileging for midwives.

Conclusion

Many positive recommendations have come from the MSR, however the decision to exclude homebirth from these reforms is perplexing considering the large number of submissions describing the benefits of and barriers to homebirth in Australia. A concerning number of submissions discuss having had or having considered an unattended birth at home due to these barriers. Overall there is the belief that not enabling access to funded, insured homebirth in Australia is a violation of human rights. It appears that homebirth was considered by the MSR as ‘too hot to handle’ and by dismissing it as a minority issue the government sought to avoided dealing with homebirth as a ‘sensitive and controversial issue.’     

The United Kingdom and the Netherlands maternity care responses to COVID-19: A comparative study

BackgroundThe national health care response to coronavirus (COVID-19) has varied between countries. The United Kingdom (UK) and the Netherlands (NL) have comparable maternity and neonatal care systems, and experienced similar numbers of COVID-19 infections, but had different organisational responses to the pandemic. Understanding why and how similarities and differences occurred in these two contexts could inform optimal care in normal circumstances, and during future crises.AimTo compare the UK and Dutch COVID-19 maternity and neonatal care responses in three key domains: choice of birthplace, companionship, and families in vulnerable situations.MethodA multi-method study, including documentary analysis of national organisation policy and guidance on COVID-19, and interviews with national and regional stakeholders.FindingsBoth countries had an infection control focus, with less emphasis on the impact of restrictions, especially for families in vulnerable situations. Differences included care providers’ fear of contracting COVID-19; the extent to which community- and personalised care was embedded in the care system before the pandemic; and how far multidisciplinary collaboration and service-user involvement were prioritised.ConclusionWe recommend that countries should 1) make a systematic plan for crisis decision-making before a serious event occurs, and that this must include authentic service-user involvement, multidisciplinary collaboration, and protection of staff wellbeing 2) integrate women’s and families’ values into the maternity and neonatal care system, ensuring equitable inclusion of the most vulnerable and 3) strengthen community provision to ensure system wide resilience to future shocks from pandemics, or other unexpected large-scale events.