Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworker, was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Beyond Boundary Objects: Collaborative Reuse in Aircraft Technical Support

Boundary objects are a critical, but understudied, theoretical construct in CSCW. Through a field study of aircraft technical support, we examined the role of boundary objects in the practical achievement of safety by service engineers. Their resolution of repair requests was preserved in the organization’s memory via three compound boundary objects. These crystallizations did not manifest a static interpretation, but instead were continually reinterpreted in light of meta-negotiations. This suggests design implications for organizational memory systems which can more fluidly represent the meta-negotiations surrounding boundary objects.     

石油企业办社会的“悖理行为”辨疑

企业办社会虽与市场经济的客观要求相悖，但石油企业大量办社会的事实仍揭示了所具备的理性面。认为国家作为不受所有者监督的代理者对石油企业的要求，石油企业的行业特性以及在传统体制下长期运作所成的定热是石油企业办社会的主要原因。     

基于ATM的网络互连方式

ＡＴＭ技术能否在数据通信网中广泛采用取决于其是否能高效地支持现有业务，其中主要为非连接业务。本文介绍了几种基于ＡＴＭ 的非连接业务支持方式和协议体系结构，对其进行了评述并对ＩＰ分组到ＡＴＭ信元的封装效率进行了分析。     

单小区模型的掉话率分析

掉话率是无线通信网络中最重要的关键性能指标(KPI)之一,本文分析了中国移动在讨论网络性能评估方法时提出的3个不同的掉话率计算公式,通过建立一个单小区的模型,使用一些合理的假设和分析,从理论上确定了一个最为准确的计算公式.     

巧用心理暗示提升高校图书馆服务质量

心理暗示是用含蓄、间接的方法,在无对抗的条件下,对人的心理和行为产生影响的过程。在高校图书馆的读者服务工作中,馆员们若能遵循目的性、权威性等原则,灵活掌握和运用言语暗示、行为暗示、环境暗示等方法,就能更好地利用心理暗示的积极作用,提升服务质量。     

美国食品安全管理法规与举措

以美国国会研究服务部对第107届国会就食品安全方面的一份报告为基础,主要对美国的公共健康问题现状、美国食品安全的联邦规范框架组成、美国食品安全控制最新进展和国会对食品安全提出的新议题做了综述,对我国的食品安全控制和管理体系的建设发挥一点借鉴作用。     

基于数字CATV的超宽带技术研究

如何利用现有的数字CATV系统开展各种增值业务已成为一个重要课题.首先简要介绍了数字CATV和超宽带技术,然后给出了两种超宽带技术在现有数字CATV系统中的应用方案,利用这些方案可以有效地开展各项增值业务.     

《无线电频率划分规定》学习心得

主要介绍学习新的《无线电频率划分规定》的目的，《无线电频率划分规定》的特点，作了哪些重要修改和划分表的主要内容及如何贯彻执行《无线电频率划分规定》。     

论社区服务产业化

社区经济作为一种优化的资源配置方式，利用社区服务为载体，将社区内互不相联的各种经济成份变为利益共同体，建立一种新的经济生产方式，从而带动社区乃至更广区域的经济发展。