Market Orientation,Internal Process,and External Network: A Qualitative Comparative Analysis of Key Decisional Alternatives in the New Service Development*

Scholars from different disciplines acknowledge the importance of studying new service development (NSD), which is considered a central process for sustaining a superior competitive advantage of service firms. Although extant literature provides several important insights into how NSD processes are structured and organized, there is much less evidence on what makes NSD processes successful, that is, capable of contributing to a firm's sales and profits. In other words, which are the decisions that maximize the likelihood of developing successful new services? Drawing on the emerging “service‐dominant logic” paradigm, we address this question by developing an NSD framework with three main decisional nodes: market orientation, internal process organization, and external network. Using a qualitative comparative analysis technique, we discovered combinations of alternatives that maximize likelihood of establishing a successful service innovation. Specifically, we tested our NSD framework in the context of hospitality services and found that successful NSD can be achieved through two sets of decisions. The first one includes the presence of a proactive market orientation (PMO) and a formal top‐down innovative process, but the absence of a responsive market orientation. The second one includes the presence of both responsive and PMO and an open innovation model. No single element was a sufficient condition for NSD success, though PMO was a necessary condition. Several implications for theory and decision‐making practice are discussed on the basis of our findings.     

社会工作对业主维权行动的干预探讨

业主集体拒交物业服务费已成为业内突出的社会问题.尝试引入社会工作的干预机制,反思有关研究对工具理性的过多关注,探讨沟通理性对待业主维权行动的工作态度、心理疏导、行为监控等方面的启发意义.     

昆明政府购买居家养老服务的循证政策探索

昆明市于2009年8月推行政府购买居家养老服务政策。目前关于在西部欠发达地区推行该政策的研究还缺乏有效性和针对性。本文以昆明市老龄化和循证式政策制定为背景,通过深入调查和访谈,对西部欠发达地区推行政府购买居家养老服务政策的实践进行分析,以填补该地区政府购买居家养老服务研究的空白,同时为欠发达地区完善社会化养老服务体系和政府决策提供依据。     

城市社区就业服务现状调查研究

社区就业服务有利于缓解社区居民就业压力,满足社区居民日益增长的多元化社区服务的需求,是社区和谐稳定的重要基础性服务工作。在对桂林市社区居民的就业服务与管理状况进行随机调查和分析基础上,提出了几点意见和建议。     

城市养老机构服务质量及其影响因素调查研究

以笔者2009年6月至9月对南京市36家养老服务机构及其入住老人的调查数据,探讨城市养老机构服务质量构成及其影响因素,采用SPSS15.0软件对数据分析。研究结果显示,服务质量构成五因子模型为：硬件设施、经营管理、服务软件、家的氛围、区位环境。研究进一步分析了养老机构性质、文化程度、性别、婚姻状况、家人来访、是否有养老金和医保、与朋友相处情形七变量对服务质量构成因子的影响。     

中国公共服务30年的制度变迁与发展趋势

改革开放30年来中国公共服务制度变迁的特色体现为一个目标、三个转变、四个阶段.梳理30年来我国公共服务制度变迁的历程,总结其阶段性特征、发展脉络与趋势,可为进一步完善公共服务体系,加快服务型政府建设提供经验借鉴.     

中西部地区生殖健康家庭保健服务能力建设项目实践的启示

中日合作"加强中国中西部地区生殖健康和家庭保健服务能力建设项目"通过在农村深入开展生殖健康和家庭保健服务的成功实践,显示出在多个层面上的重要意义:探索了人口和计划生育系统提供农村公共服务的有效途径;有利于人口和计划生育工作在体制机制上创新;推动了人口计生工作队伍职业化建设,体现了统筹解决人口问题的发展方向;显现出国际合作项目为整体工作服务的意义和作用.     

浅析社区残疾人公共服务体系的建构与发展

本文分析了社区残疾人公共服务的概念、特点、内容,并提出了残疾人社区公共服务的组织框架。指出社区残疾人公共服务体系是指政府及其公共部门运用公共权力,通过社区这一平台,通过灵活运用多种机制和方式,根据残疾人的需求为残疾人提供服务的过程。而目前我国的社区残疾人公共服务体系应当是一个以街道、乡镇政府为责任主体、以居（村）委会以及基层残疾人组织为依托和实施主体,以商业性服务为补充的社会公共服务体系。     

Information Technology and Process Performance: An Empirical Investigation of the Interaction Between IT and Non‐IT Resources*

Drawing on the resource‐based view, we propose a configurational perspective of how information technology (IT) assets and capabilities affect firm performance. Our premise is that IT assets and IT managerial capabilities are components in organizational design, and as such, their impact can only be understood by taking into consideration the interactions between those IT assets and capabilities and other non‐IT components. We develop and test a model that assesses the impact of explicit and tacit IT resources by examining their interactions with two non‐IT resources (open communication and business work practices). Our analysis of data collected from a sample of firms in the third‐party logistics industry supports the proposed configurational perspective, showing that IT resources can either enhance (complement) or suppress (by substituting for) the effects of non‐IT resources on process performance. More specifically, we find evidence of complementarities between shared business–IT knowledge and business work practice and between the scope of IT applications and an open communication culture in affecting the performance of the customer‐service process; but there is evidence of substitutability between shared knowledge and open communications. For decision making, our results reinforce the need to account for all dimensions of possible interaction between IT and non‐IT resources when evaluating IT investments.