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The management of service quality is crucial for service providers to improve customers' satisfaction, loyalty and company's profit. But the measurement of service quality is much more complicated compare to the product quality measurement. Moreover, the study of B2B service quality is pretty rare. Therefore, this study is based on China certification & inspection industry (CI-sq) and explores...
In a collaboration, trust is of great importance for the substantial governance of the inter-organizational activities. In this paper, considering changes of collaboration situations, an on-going trust model is established for a better understanding of the dynamics of relationship. Determinants of the on-going trust condition are also gathered and structured in two clusters. Those are ‘initial trust...
Under settings of China's economic transition period, strategic flexibility is the crucial capability to allow the Chinese small and medium-sized enterprises (SMEs) to proact or respond timely and effectively to quickly changing conditions. Starting from the perspective of top management team (TMT) and its members' leadership sources, this paper explored the impact of TMT managerial discretion on...
This paper replaces the relationship between the violation of organizational psychological contract and employees with the relationship between the violation of psychological contract and customers in the context of marketing. Through a quantitative research on 236 customers who have travelled before and structural equation verification, and found, there exist a kind of psychological contract between...
This paper studies the organizational influences on failure rates. The failure rate model in MIL-HDBK-217F is extended to include organizational factors, and a Bayesian approach is proposed to quantify the organizational influences. In contrast to most explicit organizational models, this paper focuses on extracting information from failure rate data. The proposed Bayesian approach, however, can be...
The development of technology never stops. High-tech industries such as IC, DRAM, or networking have become one of the most important industries in Taiwan. High-tech industry is a knowledge-intensive industry, so the methods to transfer information and experience to knowledge become more important. Using knowledge to develop innovation and performance also relate to the survival of organizations....
This study aimed to explore the interaction effect of psychological capital and job satisfaction on performance. Then the concept psychological capital of positive psychology and job satisfaction was used in conceiving a model which was about the moderate effect of psychological capital on performance. An experimental design between subjects was conducted with 321 IT employees. The indications of...
Knowledge integration mechanisms have increasingly been considered a key predictor of product innovation, yet some central issues related to them remain ambiguous. This study draws upon the perspectives from familiarity trap to argue a curvilinear relationship between knowledge integration mechanisms and product innovativeness. A sample of 140 product development projects from manufacturing firms...
As the requests for technical solutions to meet the changing demands of the struggling US economy grow, the IT professional is once again in the spotlight. While a significant stream of research has studied IT professionals within the context of the job and/or organization, to date little research has focused on the context of the IT profession. We address this gap with a study of the psychological...
Nowadays, consumers expect manufacturers to provide excellent quality, reliable delivery and competitive pricing. This demands that the manufacturer's machines and processes are highly reliable. In order to possess highly reliable machines to make sure smooth manufacturing process, many organizations have implemented Total Productive Maintenance (TPM) as the enabling tool to maximize the effectiveness...
The objectiveness of this research is to establish and make an empirical analysis of a five factor model of the competency of professional managers in tourism hotel industry, which namely, professional ability, administrative skills, innovation quality, morality accomplishment, and knowledge experience. Forty six hotels with different stars in different cities are chosen to be the objects of experimental...
This paper examines factors that influence knowledge sharing and the role of knowledge sharing in Total Quality Management (TQM). Knowledge is recognized as a key element in production processes that enhances the capacity of companies to be more responsive to customers' requirements. Prior works on knowledge sharing have focused on the service industry. This paper is one of the rare attempts to highlight...
Enterprise's IT capability has attracted more and more attention from the academic circles and corporate circles, but whether IT resources can promote enterprise performance and its effect mechanism have not been theoretically clarified. Based on resource-based view, this essay considers enterprise's capabilities of configuring and optimizing IT resources as the source of its IT-based sustained competitive...
Under economic transition period, Chinese firms need not only the adaptive ability responsive to external environment, but also the basic exercise of scientific management. In terms of leaders in the firm, except for higher innovation capability, more importantly, they require for the ability of contingency rewards and management by exception. Recognizing the importance of transactional leadership...
The rapid development of services leisure and entertainment industry is an important feature of industrial change in the last 20 years. For China, we are in the upgrading of the industrial structure and in the new economic growth, so to develop fully and promote the industry has a special significance. If your business always wants to keep the state of success, the innovation idea is very necessary,...
With the development of economic globalization, the single competitive advantage of enterprises is gradually replaced by territorial the inter-firm network. The inter-firm network become an important Organizational form with it excellent coordination skill. As an important coordination mechanism in network, trust directly influences the level of competition of the network. The research of trust dimensionality...
Staffs' perceived work pressure has complex influence on their performance. Empirical study indicates that work pressure can increase staffs' emotional labor and job burnout significantly, lead to emotional burnout and then affect study orientation negatively. So managers in service industry should pay attention to pressure management, adopt humanity methods to reduce staffs' emotional labor and job...
With the growing pursuit of leisure and health in life, the goods and services of the traditional beauty industry produce a great impact due to the aromatherapy has different levels of approach to cosmetology and health protection. In response to the typical industrial styles of aesthetic economy and experience economy times, Spa industry not only requires high-quality service system, but also relies...
This study investigates the 217 enterprises in Pearl River Delta Region to examine the interactive effect among organizational innovation, organizational learning and organizational performance. A moderate effect model is formulated and validated. The results of hierarchical multiple regression not only show that organizational innovation and organizational learning have direct effect on performance,...
As service organizations have realized that service performance is fundamental to establish their competitive advantage, service climate has been a subject of much service research. This study aims to explore how service climate dimensions impact on service performance. The findings from a survey of 212 employees from Guanghzou hotel industry in China confirm that customer orientation and managerial...
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