服务失误归因对服务补救效果的影响

服务失误是企业所竭力避免的,实践和学术研究都表明,在遭遇服务失误后,顾客满意度和顾客再购买意愿都会下降,而不同原因导致的服务失误对顾客满意度和购后行为的影响也不同。本文对于服务失误的原因重新做了分类,除了既有研究已关注的“内因”和“外因”外,补充了可能导致服务失误的第三方原因。通过情景模拟实验法,比较了这三种原因的服务失误对顾客满意度和购后行为的影响。结果发现,“外因”导致的服务失误对于顾客的负面影响最大,“内因”导致的服务失误对于顾客的负面影响最小,第三方导致的服务失误对于顾客的负面影响介于前两者之间。但无论是什么原因导致的服务失误,相同的服务补救引发的顾客反应是相同的。     

“物业费收缴难”的法律与经济分析

物业服务收费难是物业服务市场存在的较为严重问题。从经济视角分析，物业服务具有公共物品属性，存在信息不对称、搭便车的问题，而政府规制不够。从法律视角看，存在债权的不对等性和物业服务提供者的救济手段乏力性。完善定价机制、建立物业服务质量指标体系、健全处罚恶意欠费的法律制度，乃是治本之举：而收费信息的公开、收费技术和催缴程序的完善，则可最大限度地消除欠费的可能。     

西方国家社会性企业运营概况及启示

在许多西方市场经济国家存在一种特殊的企业，称之为社会性企业。社会性企业是介于企业与非赢利性组织之间的混合性组织，是西方市场经济国家社会福利体系的重要组成部分。西方国家的经验表明，发展社会性企业是解决社会弱势群体就业问题和社会服务问题的重要途径。     

Sport and Social Inclusion: Evidence from the Performance of Public Leisure Facilities

In the UK, sport is increasingly recognized as a means for promoting social inclusion. However, evaluation, to date, is limited with regard to the achievement of social inclusion through sport. Based on the database of Sport England’s National Benchmarking Service, this paper aims to investigate the extent to which public leisure facilities were used by socially disadvantaged groups in England over the past 10 years. The statistical evidence demonstrates the consistent pattern of numerical under-representation of the most disadvantaged socio-economic group and people aged over 60 years. Furthermore, there were significant and linear decreases in participation of young people aged 11–19 years and disabled people aged under 60 years. Finally, facility type and management type were found to be the main sources of performance gaps in certain indicators. In spite of these findings, further research is still required to investigate whether under-representation and the deterioration of performance are due to constraints or preferences.     

Country location choices of service multinationals: An empirical study of the international hotel sector

This article examines international country location choices for equity investment undertaken by global hotel chains. Why do certain host countries attract more hotel investment than others? A second underlying issue that we tackle in this article is whether the traditional foreign direct investment determinants used in past studies on manufacturing also apply to services—or whether service sector-specific determinants are better explanatory variables for understanding the distribution of service foreign direct investment across countries.     

在社区老年服务中成长

以"服务学习"为指导,"老年社会工作"课程为平台,组成老年服务小组,对中国西部老人的生活现状、服务需求进行了有计划的诊断与实务,就西部服务学习模式进行了有益的探索。     

会计服务价值论

服务是社会分工的必然产物和重要部门 ,服务劳动能够创造新价值 ;作为一种特殊的服务劳动 ,会计服务劳动的专业化和会计服务业的产业化是社会化大生产和社会分工的产物 ,会计服务劳动也能够创造新价值 ;会计服务的商品化和产业化是会计价值加速创造和实现的推动力。     

Critical Commentary: Happy Shopper? The Problem with Service User and Carer Participation

This critical commentary assesses the consequences and impactof forms of seemingly widespread, constructive and altruisticservice user and carer participation (SUCP) within social work.In particular, and whilst drawing from Gramsci's understandingof hegemony and Levitas's critical interpretation of socialexclusion, it is proposed that SUCP serves the interests ofgovernment, affiliated organizations, including those withinsocial work and social care, and, perhaps more generally, thedisparate needs generated by the neo-liberal-inspired socialcare market. Arguably, there are also related substantive aspectsof SUCP that are problematic on ethical grounds—includingthe possibility that participation inadvertently increases socialinequalities by justifying and promoting hegemonic agendas.Some suggestions are briefly made regarding how to move SUCPforward, including difficult questions that must be asked aboutwhether or not SUCP can confront forms of structural disadvantageand oppression.     

基于顾客自我调整导向的差异化服务补救策略研究

已有的服务补救研究认为服务补救应该和服务失败匹配,没有深入探讨顾客心理差异对补救效果的影响。本文提出服务补救应和顾客特征相匹配,从"自我调整导向"角度区分顾客的心理特征,研究顾客的个体差异对服务补救效果的影响。服务补救方式被区分为"多获利"型和"少损失"型两类;顾客的自我调整导向有"趋利"和"避害"之分。本文选取餐馆行业,采用实验方法考察顾客的自我调整导向与补救努力的交互作用对顾客感知的补救绩效和补救满意的影响。通过多因素协方差分析研究发现,当补救努力与顾客的自我调整导向一致时,顾客的感知补救绩效更高,对补救更加满意;对于"趋利"导向的顾客,"多获利"型补救方式效果更好;对于"避害"导向的顾客,"少损失"型补救方式更加有效。     

Inventory‐Related Compensation in Decentralized Organizations

We consider a principal agent problem in a decentralized organization. The agent holds private precontracting information with respect to an uncertain demand in a single period setting. Being head of a profit center, his only task is to determine the optimal order quantity. We show that using a profit share as the only performance measure to incentivize the agent creates agency costs. In fact, offering a menu of profit‐sharing contracts to the agent to pick from, requires rent payments to motivate the agent to always choose the desired contract. This result still holds if a fixed payment is added. Using an inventory‐related component as a third measure, however, allows one to solve the agency problem and to achieve first best outcomes. Precisely, each contract needs to specify a bonus or a penalty conditioned on the inventory level at the end of the selling season combined with a profit share and a fixed pay. The paper not only demonstrates that first best can be achieved in the described setting, it also provides a theoretical explanation for the observed practice of using inventory‐related compensation elements, such as service‐level agreements, in organizations.