Overcoming Barriers to Homeless Delivery Services: A Community Response

Homelessness is one of the most pressing social problems today. The.lnstitute of Medicine defines the problem as a failure in the support systems created to prevent the problem and a tighter housing market. The assumption is that the support system should help to prevent the occurrence of homelessness. The Eastern Fairfield County area peiformed a study to look at the relationship between those services serving people who are homeless and near homeless to determine the availability, accessibility, and adequacy of services for homeless people. The study identified several barriers in the service delivery system. A strategy was then developed to address these barriers. This paper shows how a research process can facilitate a community response to a social problem. The paper presents the steps that were taken so other communities may replicate the process.     

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。     

价值取向对服务业顾客抱怨倾向的影响

顾客抱怨可以为企业持续改进服务和重新赢得顾客提供有价值的信息,因此,研究顾客抱怨行为有重要的现实意义。本文在对现有研究进行回顾的基础上,借鉴顾客抱怨规划行为理论,通过实证研究分析了顾客价值取向对其抱怨倾向的影响。结果发现,顾客价值取向不同,影响他们抱怨倾向的主要因素也不相同,这要求服务企业需要根据目标顾客的价值取向制定相应的政策。     

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.