跨文化服务接触中游客服务质量感知的心理模型建构

服务接触是跨文化旅游交际的核心,是游客满意度构成的重要组成部分。本文以中国导游和美国游客之间的服务接触为例,以心理模型理论为基础,分析了美国游客感知中国导游服务质量的过程。本文认为,游客感知服务质量、形成满意度的过程是一个游客建构心理模型的推理过程。在建构过程中,由于游客的文化定位、价值观、旅游经历、个性特征、认知能力和情绪等诸因素的不同,每个游客所建构的心理模型不尽相同,最终形成的服务质量评价和满意度也不尽相同。     

补救性服务公平性与顾客满意感之间的关系

本文根据文献中的计量项目,编制了一个由16个计量项目组成的四维补救性服务公平性量表。结构方程模型分析结果表明,顾客的总体公平感是一个聚合类多维概念,顾客感知的信息公平性和结果公平性与他们的总体公平感有显著的正相关关系,顾客的总体公平感与他们对补救性服务的满意感存在显著的正相关关系。     

“理想的家就是普通的家”——上海流动儿童地方感的实证分析

流动儿童正在成为一个重要的研究主题和现实话题,但对其地方感学界缺乏关注。本文以上海市主要服务流动儿童的X社区儿童服务中心为例,综合运用感知地图、深度访谈和参与式观察等质性研究方法,探究流动儿童地方感的特征与形成机制。流动儿童地方感存在社区与上海、市区与郊区和对地方的态度三个维度的差异;流动儿童对家的认知包括认同、迷失和流动三种,流动儿童地方感是基于亲人、朋友和其他社会网络所建立的,涉及多地方的,不断发展变化的积极地方感;流动儿童地方感的形成受到社会环境和自然环境的共同影响,受政府权力影响的X中心、家庭和学校,以及智能设备和自然环境是五个直接影响流动儿童地方感的因素,流动儿童的主观能动性也会重塑其地方感。从地理视角研究流动儿童具有重要的理论价值和现实意义。     

Defining public service beyond broadcasting: the legitimacy of different approaches

The development of public broadcasters’ Internet services has compelled practitioners and researchers alike to ponder public service beyond broadcasting. Yet, for public service as a key cultural policy tool, rethinking is also needed on the level of regulatory definitions. Are we witnessing a policy transformation into a media‐neutral public service concept? If so, what are the implications for the legitimacy of public service beyond broadcasting? Relating the current situation to a wider policy context, this article scrutinizes different regulatory approaches, tentatively characterized by (1) extending broadcasting, (2) adding to broadcasting and (3) demoting broadcasting. The approaches are illustrated with three cases: Norway, Germany and the UK. Assessing the different approaches, I discuss advantages and pitfalls, and the implications for the legitimacy of public service freed from broadcasting rationales. As policy actors strive to create stable conditions in an unstable situation, I argue, they should keep in mind both the risks of succumbing to details or pursuing exhaustive lists in basic definitions, and the linguistic and cultural characteristics of each polity.     

The BBC and decentralisation: the pilgrimage to Manchester

This research critically analyses the decentralisation of the BBC’s Department of Religion and Ethics, from its base in London to the office of BBC Manchester in 1994. It examines the rationale behind the BBC’s decision to move this production unit, and analyses the long-term impact of this policy on both the logistics and programme-making culture of the unit. Using interviews with staff working within the department at the time of the move, this research demonstrates how policy decisions such as this are negotiated by professionals within the Corporation and the conflicts which arise around efficiency and equality. The case of the Department of Religion and Ethics also provides important lessons for the future decentralisation of BBC departments to Salford Quays which is due to be implemented in 2011.     

EQUALITY OF SPATIAL ACCESS TO PRIMARY HEALTH SERVICES FOR SINGAPORE'S BABY BOOMERS

The ageing baby boomers in Singapore, which account for one-third of the total population in 2006, will have a profound impact on the economy, society and environment. The greatest demand is for health care services. Even though Singapore has generally been regarded as a country where primary health services are easily available to all residents, this paper identifies significant spatial variations across the island-state. In particular, accessibility in some areas with high concentration of boomers is relatively lower compared to other residential areas. This paper concludes that understanding the spatial variation in primary health service accessibility is critical to the success of future policies, which may lead to a review of the provision of such services across the island. The methodology developed in this paper is also applicable to the study of service inequalities in other Asian countries with large rural settings.     

BIRTH ATTENDANT UTILIZATION IN THE INDONESIAN MEGA-URBAN REGIONS OF JABODETABEK,BANDUNG AND SURABAYA

Indonesia's rapidly growing mega-urban regions of Jabodetabek (Jakarta Extended Metropolitan Region), Bandung and Surabaya each have a large and socio-economically heterogeneous population. The 2000 Census presents evidence that substantial spatial and socio-economic inequalities in under-five mortality risk exist in these mega-urban regions. Differences in patterns of birth attendant utilization likely contribute to these inequalities. Multilevel multinomial logistic regression of data primarily from the National Socio-economic Survey (SUSENAS) reveals that use of a skilled birth attendant is highly associated with mother's education. Highly skilled assistance is more related to the enabling factor of household expenditure quintile. The findings provide evidence for efforts to help reduce inequalities in early age mortality risk through improved access to trained birth assistance, in addition to other interventions.     

HISTORIOMETRICS,HISTORICAL AND CARTOGRAPHIC INFORMATION,AND COMPUTERS

Abstract

Accessibility is frequently used in transportation planning to measure the efficiency of new infrastructure in terms of travel time and population served. In this article, the authors apply accessibility concepts based on the geo-historical angle. The aim of this study is to investigate the relationships between population dynamics and the railway expansion from 1830 to 1930. Their approach considers a local scale composed of some 36,000 French communes for the demographic data and more than 28,000 kilometers for the railway network. The methodological framework of this database is based on historical geographic information systems completed by anamorphosis analysis. In this way, they are able to map the changing contours of accessibility from the local to the regional and national scales for historical time.     

主题酒店顾客感知服务质量与购后行为的关系研究——基于深圳市主题酒店的实证研究

主题酒店是未来酒店业的发展趋势,是顾客需求升级和酒店业市场竞争加剧的产物。本研究基于顾客感知服务质量的三因素模型和购后行为模式,根据主题酒店的服务特征,构建适合主题酒店服务质量与购后行为关系的计量量表,并以深圳市的六家主题酒店顾客为调查对象展开问卷调查,收集数据,采用结构方程分析软件进行数据分析。根据实证研究结果,对概念模型进行验证,分析主题酒店服务质量与其客人购后行为之间的关系,提出主题酒店改进服务质量的相关建议。     

城市绿地服务功能的居民认知度研究

城市绿地作为城市中公共场所和自然元素,担当着多种功能。而居民对城市绿地各种服务功能的认知度受到自身主观因素和所处绿地环境因素的影响。本文通过问卷对南京市居民绿地服务功能认知进行调查,从居民绿地服务功能重要性认知、服务功能感知两方面分析居民认知度及其影响因素。结果表明:居民对各服务功能的感知程度与其重要性认知结果大体一致,对绿地的生态环境功能感知度低于其主观重要性认知水平;居民自身主观因素中的年龄和文化程度、所处绿地数量和植物种类对居民的感知程度和重要性认知有显著影响。