服务业的内涵及其经济学特征分析

个性化需求的满足是服务区别于商品的主要特征,服务业所具有的异质性是传统的产业分类标准所致,而服务业比重增加的主要原因并不在于收入水平、劳动生产率和技术进步,而是个性化需求增加的结果,商品的服务化和生产的服务化是服务业发展的两个主要方向。     

县级地方政府行政效能建设的突破口--以石狮市12345便民服务中心为例

在实现治理能力现代化的进程中,各地政府都在努力通过转变职能,健全机制,机构改革等方式来提高政府的行政效能。12345便民服务中心是近几年来为解决民众日常非紧急诉求的电话服务平台机构,在12345平台为民众处理诉求聆听民声,拓宽自下而上的沟通渠道的同时,也推动着政府部门自上而下的行政效能改进。文章以石狮市12345便民服务中心为案例,以12345便民服务中心这一平台为出发点,如何整合多方资源,激发部门活力,优化绩效考评,促进政民互动,进而形成对行政效能的倒逼推动作用。     

基于公平理论探讨服务补救质量影响的实证研究——来自中国电信服务行业的证据

企业与客户交易时并不会一帆风顺,当客户面对交易过程中出现的故障时,不同服务补救措施会如何对客户感知、满意度和信任度产生影响?本文区别于以往实验或准实验法为主的定性或定量研究,引入组织行为学的公平理论,采取真实客户服务数据,基于不同客户类型深入探讨服务补救质量对客户满意、客户信任和客户忠诚的影响.实证研究发现,服务补救质量对感知价值、满意和信任均会产生正向作用;大客户对服务补救过程中的"互动公平"最为重视,公众客户更为强调"结果公平"的影响.这就告诉服务型企业应如何采取补救措施,大客户看重过程,一般客户更看重结果.本文从理论和实践两方面为服务补救领域的研究提供了有力证据.     

城市贫困居民医疗救助措施的国内外现状比较

目的通过国内外城市贫困居民医疗救助的措施比较,为探索出我国城市医疗救助更加具有可及性的措施提供依据;方法比较国内外文献中的措施现状;结果国外在措施实施过程中较重视外部环境的支持、管理机构的能力以及将医疗保险、医疗救助体系和基层卫生服务供给的有机结合;结论建议依照中英项目模式,结合当地实际情况,依托社区卫生服务,建立社区网络系统,努力探索事前救助的有效方式。     

经济全球化与我国政府社会服务职能的转变

经济全球化是当代整个世界面向未来的客观变化。它正在改变着世界政治经济的结构、性质以及人们的生活。它对所有国家都是难得的机遇 ,同时也是严峻的挑战。如何适应这一环境 ,适时调整自身的定位与方向 ,就成为各国政府迫在眉睫的问题。本文拟就对我国政府所面临的挑战进行分析 ,从中归纳出政府社会服务职能调整的方向     

Sources of stress in the national health services: A comparison of seven occupational groups

This paper reports a comparative study of sources of occupational stress affecting the seven major occupational groups within the National Health Service. The groups are compared on seven dependent variables. These are the six sub-categories of stressors identified by Cooper and Marshall (1978) and measured by the Occupational Stress Indicator (OSI) (Cooper et al. 1988), and a total stress score that is derived by summing scores for each of the six sub-categories. Occupational groups differed significantly (p.05) in only two of the six sub-categories. In these cases occupational groups not normally associated with front-line care reported higher levels of stress than either doctors or nurses. The results show that high levels of occupational stress are experienced by all occupational groups within the NHS and the subsequent discussion argues for a more progressive research policy that gives adequate attention to 'lower status' groups, such as ancillary, works and maintenance, and administrative and clerical.     

文献信息资源建设和读者服务式改革设想

本文针对广东培正学院教学工作和人才培养的任务要求,提出了学院图书馆今后在文献信息资源建设和读者服务模式的一些改革设想。     

“We Actually Trust the Community:” Examining the Dynamics of a Nonprofit Funding Relationship in New Zealand

Funding relationships in nonprofit management are increasingly defined by a philosophy of rational management, characterized by measurement of outputs and benchmarking, which represents an audit culture system (Burnley, Matthews, & McKenzie, 2005). There is concern that these approaches are constantly undermining the mission of community service nonprofit organizations (Darcy, 2002). In this research, we analyzed the management of funding relationships by examining dynamics within a nonprofit funding relationship in New Zealand. Through focus groups we explored the relationship between 17 representatives from nonprofit organizations and four Board members of a funding Trust. The management of this funding relationship was characterized by an appreciation of the diverse nature of nonprofit organizations, a balance between trust and control, and communication. We suggest that elements of these dynamics could be incorporated into nonprofit funding relationships in order to challenge an over-reliance on audit culture systems, and to re-establish relationships characterized by interaction between nonprofit organizations and their funders. Finally, we call for future research in this area.     

软件业的服务创新

本文在传统服务创新和制造业技术创新的理论基础上,将软件业——这一快速发展且极具潜力的行业作为研究对象,提出了软件业的服务创新模式。同时,根据美国和西欧等国学者对服务业的研究理论,结合对国际著名软件公司服务创新举措的考察,对国内较为成功的软件公司进行了实证研究。     

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。