The public and private purposes of case records

Social welfare agencies have official reasons and requirements for the construction of case records. Sociologists have detected a set of unofficial reasons that shape case records in practice. This paper suggests that case records that record the lives of children in child welfare systems are written, inter alia, to deny the failure of interventions, to justify the refusal to serve “bad clients,” and to justify the decision to extend hegemony over “good” clients.     

强化和拓展图书馆作为第二课堂的服务功能

全面推进"素质教育",培养、造就一代具有创新精神的高素质人才,这是时代赋予我国高等院校的伟大历史任务.图书馆作为校园内开展素质教育的最佳场所之一,如何强化服务意识, 拓展图书馆作为第二课堂的服务功能, 是高校图书馆必须重视并加以研究的问题.     

服务理论的核心概念:服务即遇

在服务管理和服务营销理论中Service Encounter概念准确的含义是什么?如何翻译这个词?作者在本文中提出了自己的看法.并从"真实瞬间"(The Moment of Truth)和服务质量等几个方面,全面地阐明了服务即遇(Service Encounter)概念在服务管理和服务营销理论与实践中的重要意义.     

The Economic Efficiency of Sampling Size: The Case of Beef Trim

The economically optimal sample size in a food safety test balances the marginal costs and marginal benefits of increasing the sample size. We provide a method for selecting the sample size when testing beef trim for Escherichia coli O157:H7 that equates the averted costs of recalls and health damages from contaminated meats sold to consumers with the increased costs of testing while allowing for uncertainty about the underlying prevalence rates of contamination. Using simulations, we show that, in most cases, the optimal sample size is larger than the current sample size of 60 and, in some cases, it exceeds 120. Moreover, lots with a lower prevalence rate have a higher expected damage because contamination is more difficult to detect. Our simulations indicate that these lots have a higher optimal sampling rate.     

Global economy of signs and selves: A view of work regimes in call centers in the Philippines

Reflecting on the global nature of third-party offshore call center and its implications on the agent, this piece is an account of the researcher's own experience, observations, and interactions as a call center worker. Using the theoretical frame Global economy of signs and selves, weaving ideas from Scott Lash and John Urry, Pierre Bourdieu and Erving Goffman, the study looks at some dimensions and conditions of global service work experienced by Filipino agents. With the relocation of accounts offshore, call centers in the Philippines have given rise to a growing section of society required by the imperatives of their work to “defy” time and space, synchronizing their cycles and routines according to the rhythms and cycles of a distant social dimension and the imperatives of globalized production. Although relocation has allowed firms to reduce costs and make use of cheaper labor, the distance traversed by this new call center platform comes with some hidden costs, borne by workers, who may themselves take these other forms of work they deliver for granted. Highlighting under-emphasized, undervalued and misrecognized aspects of call center work, the study attempts to link the global, the local and the personal, while emphasizing the social and symbolic work involved in call center production.     

An Ethnographic Approach to Understanding Service Use Among Ethnically Diverse Low Income Families

Poverty is linked to disparity in families access to basic human services and an incapacity to fulfill basic needs. The study described in this paper uses a qualitative research design to address the ecology of service use in the family within the broader social and physical environment. While the focus of this paper relates to the methodology of the study, some substantive results are used for illustrative purposes. Through an in-depth study of families in the contexts of their neighborhoods, our task is to search for patterns and their meanings. This process may uncover the motives and beliefs underlying service use and access among the families in our study.     

Les appels abusifs à Police-secours. La responsabilité des usagers mise en cause

Inappropriate calls that clog up emergency switchboards and prevent the emergency services doing their jobs properly, are becoming a growing concern for the professionals concerned. They hold the users of this emergency service responsible for the situation and, more specifically, speak of malicious intentions, incompetence, need for assistance and irresponsibility. The analysis of 3162 emergency calls provides a way of exploring other explanations than those spontaneously adopted by the emergency services, and leads to the conclusion that callers represent only one aspect of the phenomenon, and not necessarily the most important.     

中国本地肉用狗对日粮营养物质消化利用的研究

选择本地肉用狗作试验动物,采用高、中、低质量不同的三种商品日粮作试验日粮,按全收粪法进行消化率的测定。试验结果,本地肉用狗对日粮营养物质的表观消化率分别是:干物质为83.48％,能量为85.76％,粗蛋白为85.8％,粗脂肪为89.26％,粗纤维为11.89％和无氮浸出物为69.29％。结果表明:三种日粮之间的干物质、粗蛋白、粗纤维和无氮浸出物等的消化率差异不显著(P>0.05),而A、B两组的能量和粗脂肪消化率显著高于C组(P<0.05),中国本地肉用狗对脂肪和蛋白质的消化率较高,而对植物性成份的碳水化合物(无氮浸出物和粗纤维)的消化率较低。     

分层服务集成架构及其关键技术的研究

本文针对异构信息系统集成问题，结合面向服务的体系结构（SOA）的设计思想和实现技术，提出了分层服务集成架构（LSI）。LSI系统考虑了从客户访问到数据获取，乃至安全认证的信息系统应用的各个层面；不同的层次解决不同的集成问题；将设计模式融入到集成架构中，使得集成各层之间达到松散耦合和良好的互操作性，并详细阐述了集成架构每一层次的支撑技术和设计、实现方法。     

服务补救悖论及其应用价值探讨

服务补救悖论是否有效，是否能够被实际运用一直是服务营销的一个争论内容。只有在清晰的界定其内涵，分析和评价了服务补救悖论的有效性和道德性以后，才能指明实施服务补救悖论的条件、程序和注意事项，从而澄清在此问题上的理论分歧和企业面临的实际困惑，有助于服务类企业更好地实施服务补救悖论以提升顾客满意度。