2009 6th International Conference on Service Systems and Service Management

8-10 June 2009

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Displaying Results 1 - 25 of 183
  • [Front cover]

    Publication Year: 2009, Page(s): c1
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    Freely Available from IEEE
  • Perface

    Publication Year: 2009, Page(s):i - iii
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  • [Front matter]

    Publication Year: 2009, Page(s):iv - v
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  • Content

    Publication Year: 2009, Page(s):vi - xvi
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    Freely Available from IEEE
  • Chinese Employee's turnover intentions in relation to organizational identification, work values in modern service sector

    Publication Year: 2009, Page(s):1 - 5
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (942 KB) | HTML iconHTML

    This study investigated the relationships between Chinese employee's turnover intentions and organizational identification and work values in a sample of 264 from 25 service firms. The study aims to discuss relationship between turnover and organization and work values, and moderating effect of work values between organizational identification and turnover intentions in modern service sector. All ... View full abstract»

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  • Could satisfaction be compared across customers? Some opposite evidences from China

    Publication Year: 2009, Page(s):6 - 10
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (729 KB) | HTML iconHTML

    Though the debate of interpersonal comparisons of satisfaction lasts for a long time, few researchers focus their attentions on whether the comparisons are empirically meaningful. This paper carries out two empirical studies to examine this issue and find that there are some validity threats when we compare customer satisfaction across customer groups without first considering the basic difference... View full abstract»

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  • Discuss on management innovation in SMEs' E-commerce

    Publication Year: 2009, Page(s):11 - 14
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (219 KB) | HTML iconHTML

    The Internet brings more opportunities for SMEs. Through the analysis on the problems presently existing in SMEs' e-commerce, this paper discusses the management innovation countermeasures for SMEs' e-commerce, which will contribute active significance for SMEs that currently account for over 99% of Chinese enterprises to engage in e-commerce construction. View full abstract»

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  • Customer experiential influencing factors and their model construction of the cinema

    Publication Year: 2009, Page(s):15 - 18
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (240 KB) | HTML iconHTML

    The paper firstly reviews relative literature. It explores customer experiential influencing factors in the cinema by qualitative and quantitative methods. This study finds that customer experience in the cinema depends on the six dimensions-promotion and physical evidence, cinema environment, service functional quality, expected movie quality, convenience, reasonable price. Based on the above res... View full abstract»

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  • Supply chain management for the global distribution of machine Life Cycle based Service

    Publication Year: 2009, Page(s):19 - 24
    Cited by:  Papers (2)
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (381 KB) | HTML iconHTML

    The immense competitive pressure by global competition in the machine tool industry forces the companies to enlarge their efforts in respect to innovations, which is bond with the production of complex and high-tech products. In the meantime the shortening of a product's life cycle leads to the condition that companies are to focus on their service offers in order to ensure an advantage in competi... View full abstract»

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  • DEA Malmquist productivity measure with an application to special automobile industry

    Publication Year: 2009, Page(s):25 - 30
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (300 KB) | HTML iconHTML

    WTO regulations have deeply influenced Chinese custom reform and the progress of automotive industry. Compared with others, the special automobile industry is influenced more but attracts little attention. Many methods can be used to measure the efficiency of companies, among which DEA-based Malmquist productivity index is the one that can measure the productivity change over different periods. Fu... View full abstract»

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  • Revenue-sharing contract with supplier having loss-averse preferences

    Publication Year: 2009, Page(s):31 - 35
    Cited by:  Papers (1)
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (275 KB) | HTML iconHTML

    Revenue-sharing (RS) contract is a kind of mechanism to improve the performance or to achieve the perfect coordination of supply chain (SC). In the paper, considering supplier has loss-averse preferences, a model of an SC contract aimed at coordinating a two-stage SC is proposed, which is based on revenue sharing mechanism, and the customer demand is stochastic. Then by analyzing the model, the pa... View full abstract»

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  • Strategic improving actions based on the refined analysis of service and quality attributes

    Publication Year: 2009, Page(s):36 - 41
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (393 KB) | HTML iconHTML

    In the competitive business environment, customers are increasingly seeking quality products, excellent service, low price, and perceived value for money. The present study proposes a strategic improving action model based on the combination of refined Kano's model and customers' satisfaction level. This integrated model can provide the guidance for service industries to offer customers enhanced v... View full abstract»

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  • Moderating role of environment uncertainty on the relationship between interdependence and relationship performance

    Publication Year: 2009, Page(s):42 - 47
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (263 KB) | HTML iconHTML

    There are different characters in interdependence between members in a marketing channel, which express total interdependence and asymmetry independence. They respectively act on relational behavior between members in a marketing channel, and create different outcomes. But environment uncertainty, which includes environment diversity and environment dynamism, moderates above relationships. The emp... View full abstract»

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  • Customer satisfaction and subjective well-being: A study of auto consumption

    Publication Year: 2009, Page(s):48 - 53
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (772 KB) | HTML iconHTML

    The purpose of this study is to describe the relationship between customer satisfaction and subjective well-being in the context of automobile consumption. 942 car owners above 18 years old voluntarily participated in the survey. The results revealed that perceptions of the car performance and value were positively related with customer satisfaction, and that customer satisfaction, in turn, direct... View full abstract»

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  • Factors that influence offspring intentions to join the family businesses: Evidence from Zhejiang, China

    Publication Year: 2009, Page(s):54 - 58
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (239 KB) | HTML iconHTML

    Succession is vital for the survival of family businesses. Recent research reveals that while the incumbent often avoids preparation for succession, he generally assumes and desires his son or daughter will join and take over the firm one day. However, the offspring intentions are unknown. This study explored the intentions of 18-28 year-old university students in seeking employment and the reason... View full abstract»

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  • The application of rough sets in construction investment decision

    Publication Year: 2009, Page(s):59 - 62
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    During the process of construction investment decision, quite a lot of indexes may be involved, but not all indexes are indispensable to any projects. There are many redundant indexes. In order to improve the efficiency and reliability for evaluation, this article first introduces data mining technique and rough sets, and then applies the rough sets conducting attribute reduction to evaluation ind... View full abstract»

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  • Research on outsourcing risk management based on value network model

    Publication Year: 2009, Page(s):63 - 67
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (236 KB) | HTML iconHTML

    Against this backdrop of a growing number of firms have resorted to outsourcing how to effectively avoid outsourcing risk is particularly important. This paper studied outsourcing risk management from the perspective of value network, caused that firms consider risk management problems from their revenues safeguarding erstwhile to shift to concern values realizing of all the participants, and cons... View full abstract»

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  • Empirical research on satisfaction to government service quality

    Publication Year: 2009, Page(s):68 - 71
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (241 KB) | HTML iconHTML

    In the course of constructing service government, service concept should be formed and service quality should be improved. On the basis of customer satisfaction theory, this paper researches on enterprises' satisfaction to the economy and trade board in Yiliang County by developing a questionnaire. At the first, this paper reviews literature about customer satisfaction. Secondly, it designs index ... View full abstract»

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  • A supply chain risk assessment model based on multistage influence diagram

    Publication Year: 2009, Page(s):72 - 75
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    Supply chain system is a dynamic network system with fuzzy edge, and how to assess the risks of this system has become the bottleneck of enterprises management. In the light of the influence diagram theory, this paper builds a risk assessment model of supply chain from the topology layer and function layer. The model graphically describes the elements of risk assessment process and takes into acco... View full abstract»

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  • Evaluation on competitiveness of service industry with non-equilibrium statistical mechanics

    Publication Year: 2009, Page(s):76 - 78
    Cited by:  Papers (1)
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (295 KB) | HTML iconHTML

    The paper applies non-equilibrium statistical mechanics to evaluating the competitiveness of service industry as an evolutionary complex system. And then the evolutionary patterns of eight cities in China are simulated by the SOM. The comprehensive competitiveness of each city is analyzed from the pattern values. View full abstract»

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  • Research on evaluation of service quality about distribution centre for electronic commerce

    Publication Year: 2009, Page(s):79 - 84
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    With the rapid development of electronic commerce, logistics distribution which restricts the development of electronic commerce draws great attention from company and society. In the logistics distribution system, services quality of logistics distribution center in improving the service of logistics management enterprise, reducing costs and enhancing core competitiveness, plays an important role... View full abstract»

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  • Wave-particle duality and institutional arrangement on division in supply chain cluster

    Publication Year: 2009, Page(s):85 - 91
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (315 KB) | HTML iconHTML

    This paper is based on the practice in China, takes the coupling between industrial cluster and supply chain as the new angle using by the modern supply chain theory and industry theory, considering the supply chain cluster as such a organization: ldquooriginated but not limited to the enterprise, based on but not localized to the clusterrdquo. Based on the physical theory and the wave-particle du... View full abstract»

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  • A balanced scorecard framework of new service development performance

    Publication Year: 2009, Page(s):92 - 97
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (244 KB) | HTML iconHTML

    The purpose of this study is to provide a theoretical framework reflecting new service development performance. Data were collected via face-to-face interviews with KIBS managers knowledgeable about new service development in their organization and researchers specialized in innovation and service management. New service development performance is conceptualized as a multidimensional construct ref... View full abstract»

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  • Drivers and enablers of environmental governance capabilities of SMEs in supply chain

    Publication Year: 2009, Page(s):98 - 103
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (256 KB) | HTML iconHTML

    Because each channel members in supply chain belong to different economies, the channels' interests are different, and then the channel conflict will come out. All kinds of channel conflicts will lead to the frangibility of supply chain, and channel frangibility will cause the chain fracture. The purpose of channel governance is to resolve channel conflict, reducing the frangible factors of the su... View full abstract»

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  • Capacity manipulation and menus of two part tariff contract in supply chain

    Publication Year: 2009, Page(s):104 - 109
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (273 KB) | HTML iconHTML

    In a decentralized supply chain, raw material supply uncertainty, phantom orders of downstream firm as well as huge investment sunk costs leads to supplier's production capacity manipulation behavior. A supply chain consisting of a supplier and a retailer who faces a newsvendor problem is considered. The impact of supplier's production capacity manipulation on retailer's purchase decision is discu... View full abstract»

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