服务质量决定要因顾客满足和行动意图的影响--在中国服务产业的应用

为维持现有顾客和创造新顾客,服务企业必须知道怎样实施服务质量战略来增加顾客满足和行动意图,因为服务质量、顾客满足和顾客行动意图之间存在着因果关系.本研究把整体服务质量分解为相互作用质量、物理环境质量、结果质量三个决定要因,并对服务质量决定要因对顾客满足和行动意图的影响进行了研究,实证检验在中国服务产业中进行.对研究模型的验证结果支持本研究提出的所有因果假设,即构成整体服务质量的三个决定要因对顾客满足具有显著的正向影响,顾客满足对行动意图具有显著的正向影响.而且,对于中国顾客来说,服务质量决定要因对顾客满足的相对影响力依次为"结果质量"＞"相互作用质量"＞"物理环境质量".     

Feedback-conditional regret theory and testing regret-aversion in risky choice

Regret is an aversive emotion experienced upon the discovery that, had a different choice been made, a higher level of utility would have obtained than actually did. Because regret can be anticipated prior to choice it can lead to regret-minimising decisions. It has been shown that the experience of post-decisional regret is generally dependent on discovering the outcome of foregone acts as well as chosen acts. The most popular version of regret theory does not include an explicit account of the impact of foregone act resolution on anticipated regret-aversion as a decision motive. This restricts its domain of applicability. This paper modifies regret theory to accommodate the impact of outcome feedback on anticipated regret-aversion. The theoretical and empirical implications of this new version of regret theory are discussed.     

New Models of Contracting in the Public Sector: A Review of Alliance Contracting,Prime Contracting and Outcome‐based Contracting Literature

The coordination of public services is an enduring challenge and an important policy priority. One way to achieve collaboration across organizational boundaries, which is being considered in public services such as the English National Health Service (NHS), is through the adoption of alliance contracting, prime provider contracting and outcome‐based contracting. This article reviews the cross‐sectoral literature concerning the characteristics of these new contractual models, how they function, their impact, and their relation to public sector governance objectives. These new contractual forms are characterized as models which, in line with the New Public Management (NPM)/post‐NPM agenda, seek to incentivize providers through the transfer of risk from the commissioners to the providers of services. Key findings are that the models are likely to incur high transaction costs relating to the negotiation and specification of outcomes and rely heavily on the relational aspects of contracting. There is also found to be a lack of convincing cross‐sectoral evidence of the impact of the models, particularly in relation to improving coordination across organizations. The article questions the reconciliation of the use of these new contractual models in settings such as the English NHS with the requirements of public sector governance for transparency and accountability. The models serve to highlight the problems inherent in the NPM/post‐NPM agenda of the transfer of risk away from commissioners of services in terms of transparency and accountability.     

A tractable model of process fairness under risk

This paper proposes a social utility model of individual preferences for process fairness that complements the Fehr–Schmidt model for outcome fairness. The model assumes that the outcome generating process rather than the actual outcomes influences fairness perceptions, and that process fairness is evaluated through comparison of expected payoffs. The process model successfully predicts data from bargaining games involving risky payoffs that neither outcome-based nor reciprocity models can explain. In a theoretical application, Machina’s parental example for non-expected utility in a distributional problem (Machina’s Mom) is analyzed by incorporating individual level process fairness preferences under expected utility.     

成效为本教育理论对我国高等教育改革的启示倡--以英国敦提大学医学院为例

成效为本教育理论认为,教学应从学习成效出发,由此逆推整个教学过程,最终保证成效的实现。英国敦提大学医学院以该理论为基础,将教学过程分为明确社会所需、明确教育成效、确定教学大纲等十个步骤,其教学改革取得了显著成效。该校对成效为本理论的实践经验可为我国高等教育改革提供有益参考。     

实践导向的管理理论研究:内涵、机制与成果评价——2011’“中国·实践·管理”论坛观点述评

2011’"中国·实践·管理"论坛以"直面中国的管理实践"为主题,从实践导向的管理研究的内涵、机制和成果评价进行了丰富而有启发性的探讨。论坛强调"中国实践导向的管理理论研究"的价值,认真探索中国情境理论化的方法和实例,达成了源于中国管理实践的理论研究基本共识,呼吁正确评价实践导向的管理理论研究,强化了"直面中国管理实践"的学术导向的影响,期望学术界与实践界的合作更加紧密。     

A Long-Term Family-Oriented Treatment for Adolescents with Substance-Related Disorders: An Outcome Study

Treatment programs for substance-disordered adolescents increasingly use family and Twelve-Step orientations. Pathway Family Center adds to that model a long term stay (9 to 15 months), a day treatment setting, and the unique feature of temporarily placing the client with the family of another client who has progressed further in the program. This outcome study surveyed the 100 clients and their parents from the first five years of the program, using mailed questionnaires and telephone interviews. Information was collected from 51% of clients and 61% of parents, and client-parent agreement was high. Ninety-eight percent of adolescents reported that they did not return to prior drug severity, 51% reported no use since discharge, 23% reported one or two relapses, 88.2% reported improved family relations, and 90.2% reported improved quality of life. In comparing those who remained completely abstinent with those who relapsed, the non-relapsers were twice as likely to have a diagnosis of uni-polar depression at admission. We hypothesize that the depression is associated with hitting bottom, an indication that the client may be motivated to commit to major change. These outcomes compare very favorably with those of other adolescent treatment programs.     

Chinese Construction of Adolescent Development Outcome: Themes Discerned in a Qualitative Study

Although there are well-known theories of adolescent development in the West, there is a notable lack of theory and empirical support for understanding the outcome of Chinese adolescent development. This paper examines the cultural themes that account for Chinese–Canadian parents’ and adolescent’s construction of adolescent development outcome. A qualitative study approach was used to explore the experiences and views of 19 adolescents and 10 of their parents. Four major themes identified reflect deep-rooted cultural effects. These themes include: be a good person (self-cultivation), be a good child (filial piety), be a self-reliance person to honor family (Chinese familism), and be a mature person (the quest for harmony and other-related attributes). A concept of “self in relational networks” is therefore proposed for understanding the unique outcome of Chinese adolescent development in the Chinese–Canadian context. “Self in relational network,” in this context, refers to the development of a web of good fitting, harmonious, appropriately positioned, and socially acceptable interpersonal relationships in the adult world. The view reflects the indigenous concept of “guanxi” in Chinese culture.     

The power of the context map: Designing realistic outcome evaluation strategies and other unanticipated benefits

Developing a feasible evaluation plan is challenging when multiple activities, often sponsored by multiple agencies, work together toward a common goal. Often, resources are limited and not every agency's interest can be represented in the final evaluation plan. The article illustrates how the Antecedent Target Measurement (ATM) approach to logic modeling was adapted to meet this challenge. The key adaptation is the context map generated in the first step of the ATM approach. The context map makes visually explicit many of the underlying conditions contributing to a problem as possible. The article also shares how a prioritization matrix can assist the evaluator in filtering through the context map to prioritize the outcomes to be included in the final evaluation plan as well as creating realistic outcomes. This transparent prioritization process can be especially helpful in managing evaluation expectations of multiple agencies with competing interests. Additional strategic planning benefits of the context map include pinpointing redundancies caused by overlapping collaborative efforts, identifying gaps in coverage, and assisting the coordination of multiple stakeholders.