校园零售服务质量的关键因素探析

本文根据Dabholkar等学者提出的零售服务质量评价变量,设计了24个校园零售服务质量评价项目,通过对400位学生的调查,发现学生比较重视校园零售服务中的商品质量、履行承诺、商品摆放、解决问题、付款时间等变量。通过对服务绩效感知数据进行因子分析发现,学生主要从便利、信赖性、外观、人员互动、竞争政策和顾客导向政策6个维度评价校园零售服务质量,其中便利和信赖性维度最为重要。校园零售商可以通过改善购物环境、提高商店信誉、树立良好口碑、强化员工服务、创新营销模式来提升总体服务质量。

ZTE's Perspective on Applying OFDM-PON in Next Converged Optical and Wireless Networks

Driven by ZTE and other telecom vendors and operators in order to meet the ever increasing bandwidth demand from fixed optical network users and mobile backhaul/fronthaul services, the latest next generation passive optical network （NG- PON2） is being standardized by Full Service Access Network （FSAN） and International Telecommunication Union （ITU-T） which consists of two separated sub-systems, hybrid time- and wavelength-division multiplexing PON （TWDM-PON） and point-to-point wavelength- division multiplex （PtP WDM）. The TWDM-PON will be used for traditional residential, business and wireless backhaul services which are not sensitive to time delay and delay variation, whereas the PtP WDM is mainly used for emerging wireless fronthaul service which is very sensitive to the time delay and time delay variation. However, as a main international standards＇ contributor, ZTE thinks for those operators who offer multiple-level of services to both residential, business and mobile backhaul/fronthaul users, this obviously raises significant economic and power concerns by demanding to deploy two separated systems. Therefore, in this paper, for the first time, ZTE proposes a new converged optical and wireless integrated network architecture and topology by applying orthogonal frequency division multiplexing（OFDM） PON technology, which is able to simultaneously support residential, business and mobile backhaul/fronthaul services in terms of meeting the requirements of both time delay sensitive and non-sensitive services, and also address the economic and power concerns compared with conventional technologies. This architecture is further investigated and analyzed in depth on functional block, Quality-of-service （QoS）, synchronization and deployment considerations. Also ZTE reports in this paper the first 40Gbps OFDM- PON prototype in which eight wavelengths each with 5Gbps Ethernet data via 10G-PON encapsulation method （X-GEM） and 10G-PON transmission convergence （X-GTC） framing are demonstrated.

Frontier Analysis of Nepalese Commercial Banks： DEA Approach

The efficiency of any organizations at manufacturing sector or service sector, profit making or non-profit making, is most important factor for survival and growth of the organization. The Data Envelopment Analysis （DEA） technique is one of the most popular and effective tool to measure relative efficiency hence is appropriate to make comparison among similar organizations with multiple output and input. This study performs frontier analysis and measures the relative efficiency of Nepalese commercial banks using DEA approach with two output and two input variables.

Focus on Undernutrition in Care Homes： A Retrospective Service Evaluation

“Let them eat cake”： a retrospective service evaluation of Focus on Undernutrition in care homes. Introduction： Undernutrition is a major cause and consequence of poor health in older people, affecting 35% of residents in care homes. Focus on Undernutrition （FoU）, a dietetic service delivered by dietetic assistants uses a multifaceted approach to undernutrition management. This study aims to evaluate FoU’s impact on undernutrition outcome measures in care homes; including FoU’s influence on weight change in residents “at risk” of undernutrition, and prevalence of undernutrition and pressure ulcers （PU）. Methods： A retrospective pragmatic service evaluation was undertaken using pseudonymised data collected over 13 years on weight, undernutrition risk and PU from long-stay residents’ notes before and six months after training （FoU）. Results： Analysis completed on 104 homes, 4,315 residents （71.3% female; mean stay 10.8 （1-278） months） in County Durham. Following FoU a significant difference was identified for： improved rate of weight change for “at risk” residents （p 〈 0.001）. Undernutrition risk significantly influenced weight change （low： B1.04 kg, E0.01 kg; moderate： B-1.79 kg, E-0.38 kg; high： B-0.83kg, E1.00 kg, Bp 〈 0.001, Ep = 0.001）. Reduced undernutrition prevalence （p 〈 0.001） from 32.7% to 29.1% residents “at risk” of undernutrition （moderate： B13.1%, E8.9%; high： B19.6%, E15.9%）. Nutrition screening significantly improved （B76.3%, E98.7%, p 〈 0.001）, reduced prevalence PU （51%, p 〈 0.001）. PU prevalence significantly increased with undernutrition severity at baseline （p 〈 0.001）, but not following FoU （p = 0.233） （low： B5%, E2.3%; moderate： B6.9%, E1.6%; high： B10.5%, E3.9%）. Odds of developing PU reduced 53% （OR： 0.47）. B：baseline; E：evaluation; OR： odds ratio. Conclusion： These results demonstrate dietetic assistants delivering FoU significantly improves weight, undernutrition and PU prevalence in care homes. Indicating FoU is an effective model for improving undernutrition outcomes, with the potential of reducing possible harm, such as PU in care homes.

Berth Management in Container Terminals： Quality of Service

This paper empirically evaluates container terminal service attributes. The methodology proposed focuses on statistical control, Based on the concept of service segmentation, the authors employed control charts to classify container terminal services. The purpose of control charts is to allow simple detection of events that are indicative of actual process change. This simple decision can be difficult where the process characteristic is continuously varying, the control chart provides statistically objective criteria of change. When change is detected and considered good its cause should be identified and possibly become the new way of working, where the change is bad then its cause should be identified and eliminated. Both theoretical and practical implications of the research findings are discussed in this paper.

ANALYSIS AND COMPUTATIONAL ALGORITHM FOR QUEUES WITH STATE-DEPENDENT VACATIONS Ⅱ： M（n）/G/1/K

We study a single-server queueing system with state-dependent arrivals and general service distribution, or simply M（n）/G/1/K, where the server follows an N policy and takes multiple vacations when the system is empty. We provide a recursive algorithm using the supplementary variable technique to numerically compute the stationary queue length distribution of the system. The only input requirements are the Laplace-Stieltjes transforms of the service time distribution and the vacation time distribution, and the state-dependent arrival rate. The computational complexity of the algorithm is O（K^3）.

ANALYSIS AND COMPUTATIONAL ALGORITHM FOR QUEUES WITH STATE-DEPENDENT VACATIONS I:G/M(n)/1/K

In this paper we study a queueing system with state-dependent services and state-dependent vacations, or simply G/M（n）/1/K. Since the service rate is state-dependent, this system includes G/M/c and G/M/c/K queues with various types of station vacations as special cases. We provide a recursive algorithm using the supplementary variable technique to numerically compute the stationary queue length distribution of the system. The only input requirement is the Laplace-Stieltjes transform of the interarrival distribution as well as the state-dependent service rate and state-dependent vacation rate. In a subsequent companion paper, we study its dual system M（n）/G/1/K queue with statedependent vacations.

A SINGLE SERVER RETRIAL QUEUE WITH GENERAL RETRIAL TIMES AND TWO-PHASE SERVICE

An M/G/1 retrial queue with a first-come-first-served (FCFS) orbit,general retrial time,two-phase service and server breakdown is investigated in this paper.Customers are allowed to balkand renege at particular times.Assume that the customers who find the server busy are queued inthe orbit in accordance with an FCFS discipline.All customers demand the first 'essential' service,whereas only some of them demand the second 'optional' service,and the second service is multi-optional.During the service,the server is subject to breakdown and repair.Assume that the retrialtime,the service time,and the repair time of the server are all arbitrarily distributed.By using thesupplementary variables method,the authors obtain the steady-state solutions for both queueing andreliability measures of interest.

Maximizing power saving with state transition overhead for multiple mobile subscriber stations in WiMAX

In the IEEE 802.16e/m standard, three power saving classes （PSCs） are defined to save the energy of a mobile sub- scriber station （MSS）. However, how to set the parameters of PSCs to maximize the power saving and guarantee the quality of service is not specified in the standard. Thus, many algorithms were proposed to set the PSCs in IEEE 802.16 networks. However, most of the proposed algorithms consider only the power saving for a single MSS. In the algorithms designed for multiple MSSs, the sleep state, which is set for activation of state transition overhead power, is not considered. The PSC setting for real-time connections in multiple MSSs with consideration of the state transition overhead is studied. The problem is non-deterministic polynomial time hard （NP-hard）, and a suboptimal algorithm for the problem is proposed. Simulation results demonstrate that the energy saving of the proposed algorithm is higher than that of state-of-the-art algorithms and approaches the optimum limit.