服务蓝图：国际上最新旅游服务设计方法

服务设计是服务质量管理的重要环节,良好的服务设计是保障服务质量的先决条件。服务蓝图是现今国际上极为流行的服务设计方法,本针对旅行社的具体情况,以案例形式介绍这种先进方法。     

酒店经营话题之一：服务质量取决于人员素质

本探讨了酒店服务质量与人员素质的关系,规范原则与质量标准的关系。     

北京中低收入社区育儿人群的服务设施需求研究

服务设施需求分析是建设社区生活圈和完整社区的基础。已有研究关注服务设施供给的空间配置或评价,对服务设施需求的研究并不多见,尤其缺少对育儿人群等细分人群的研究。本文以此为切入点,讨论在二孩政策和年轻人少子化观念影响下,社区应当给予育儿人群什么样的服务设施支持。基于2017年北京公平与包容调查问卷数据,本文采用有序多分类模型分析中低收入社区居民对教育、医疗等10类设施的需求偏好。结果显示育儿人群对各类设施的需求和访问频率都超出其他人群,且相关需求存在性别差异;二孩家庭对服务设施的依赖性强于独生子女家庭,且因子女处于不同年龄段的家庭需求也有所差异。最后,本文提出了育儿人群所需服务设施的分类体系,以期为精细化社区服务设施规划提供参考。     

产业融合：旅游业发展趋势的新视角

本文从产业融合的理论视角对当前旅游业多业态现象进行了分析,指出旅游业正在与其他服务业、制造业和农业进行产业融合,产业价值链不断被解构和重组,并表现出生产性现代服务业特征。本文不仅对这种产业融合动因进行了具有旅游特质性的剖析,对融合情况进行分类,还指出其本质是一种创新。融合产生的效应反映在多方面：行业竞争格局发生演变,出现系统集成商和具有双边特征的平台企业,非物质资源取代自然资源推动旅游业发展,旅游业出现模块化迹象,跨行业人才成为稀缺资源等。     

《劳动合同法》对导游用工涉及的法律关系的影响

本文通过对比分析《劳动合同法》颁布前后导游与旅行社、导游服务公司之间的法律关系,认为导游与旅行社或导游服务公司之间成立劳动关系,原先受民法调整的劳务关系将渐渐从导游执业中淡出,导游权益的保障会有一定程度的改善。     

服务公平性对旅游者忠诚的作用机理研究——以武夷山观光旅游者为例

在研究了大量国内外相关文献的基础上,本文构建了服务公平性对旅游者忠诚的作用机理模型。通过对武夷山观光旅游者问卷调查获取的数据,实证了服务公平性、服务质量、感知价值、旅游者满意之间的相互关系及其对旅游者忠诚的影响。研究发现,服务公平性通过服务质量、感知价值和旅游者满意三个中介变量对旅游者忠诚产生间接影响,共有四条影响路径：（1）服务公平性—服务质量—旅游者满意—旅游者忠诚;（2）服务公平性—服务质量—感知价值—旅游者满意—旅游者忠诚;（3）服务公平性—感知价值—旅游者满意—旅游者忠诚;（4）服务公平性—旅游者满意—旅游者忠诚。同时,发现旅游者忠诚的重游倾向与口碑宣传两个维度之间存在递进关系。     

Collapsing contexts: social networking technologies in young people’s nightlife

In the latest discussions of children and young people’s new geographies of leisure and pleasure, one controversial issue has been how digital technologies co-produce and reconfigure young people’s everyday worlds. This article draws on semi-structured interviews with 40 young people who regularly use social networking technologies in their nightlife experiences in Zurich and Lausanne, two nightlife hubs in Switzerland. Informed by Danah Boyd’s concepts of ‘collapsing contexts’ and ‘imagined audiences’, this article enables a critical engagement with young people’s emerging understanding of their nightlife contexts, which are increasingly permeated by networking technologies. I show how social networking spaces facilitate the coming together, or collapse, of various social contexts which induce young people to imagine multiple audiences, including authority figures, in their nightlife practices. These collapsing contexts and imagined audiences, I argue, present new perspectives on debates about control and surveillance in young people’s contemporary urban nightlife.     

SPACE–TIME MEASURES OF DEMAND FOR SERVICE: BRIDGING LOCATION MODELLING AND ACCESSIBILITY STUDIES THROUGH A TIME‐GEOGRAPHIC FRAMEWORK

Demand for service in location modelling is often evaluated based on the spatial proximity of fixed and static reference locations of demand (e.g. home) to a facility, which ignores person‐specific activity–travel patterns and the temporal changes in demand for service throughout the day. To address these limitations, this study draws upon recent developments in space–time measures of individual accessibility to explore the spatial and temporal structures of demand by considering individuals' space–time constraints and impact of existing urban structures. Based on a time‐geographic framework, eight space–time demand measures were developed and compared with three conventional location‐based demand measures for 12 hospitals through an empirical study conducted in Columbus, Ohio. The results show that geographic proximity between clients' home and facilities may not be an effective indicator for service demand, and conventional demand measures tend to underestimate potential demand for service in most situations. The study concludes that space–time demand measures that take into account people's activity‐travel patterns in space–time would lead to better estimation of demand for service in most cases.     

中国大城市旅游休闲业态的空间格局研究：西安案例

明确大城市旅游休闲业态的分布规律对于提高大城市旅游休闲要素配置效率及完善城市现代服务业体系具有重要意义。本文以机构兴趣点（POI）数据为基础,利用最邻近距离指数、核密度估计及地理探测器等空间分析方法,以西安市为案例探究中国大城市旅游休闲业态空间格局的规律性。结果表明,西安城市旅游休闲总体业态和细分业态均表现为在城市中心局部多核集聚,且业态密度由城市中心区向边缘区梯度递减的分布结构。而这一规律实则为消费市场、CBD区位、经济水平和路网密度等因素综合作用的结果。文章认为,为提高大城市旅游休闲产业要素配置的均衡性与高效性,城市管理者需兼顾城市中心及外围区域的统筹发展,并应在消费引导、资本投入、功能区建设和基础设施优化方面加大对外围区域的支持力度。     

Between Control and Empowerment: Governmental Strategies towards the Development of the Non-profit Sector in China

Continuous economic reform and social development have induced and forced the Chinese government to adjust its strategies towards non-profit development. Enhanced state capacities, emergent legitimacy of non-profit organisations, genuine demand for non-profit partners, public management modernisation and other factors have not only enriched the “control” mandate by introducing persuasive means, but have also driven the government to become a major empowering force for non-profit development. Advanced local governments in China take the lead in adopting mixed strategies of control and empowerment to forge a path of non-profit development in favour of non-profit organisations that are politically inactive and professionally capable. This paper shows the resilience of the regime by presenting examples of evolving governmental strategies of control and empowerment at the local and national levels. It argues that the Chinese government’s non-profit strategies are increasingly multidimensional and complicated, featuring changes in purpose, constraints, available means and government–non-profit relations.