Effects of Service Standards Communication and Servant Leadership on Strategic Competence and Customer Orientation

Service standards communication and servant leadership are both important mechanisms to improve an organization＇s service process. Therefore, they are likely to affect strategic competence and customer orientation skills of organizations. In this research, customer orientation and strategic competence are undertaken in relation with servant leadership and service standards communication, using a sample of 106 Turkish firms＇ executive assistants. The results prove that service standards communication and servant leadership have a strong positive relationship with both strategic competence and customer orientation.

Significance of Implementing ISO9001 and ISO14001 Standards in Tourism Service Enterprises——the Practice at xin Long Tropical Plants Garden

As a China national comprehensive tropical plants garden, the Xin LongTropical Plants Garden undertakes multiple tasks of scientific research, species protection, popularscience education and tourism reception. Same as a global tropical plants garden, it also faces thestrategic tasks of reasonable utilization of biological resources and environmental protection,international exchange and international cooperation and upgrading the level of management. How toupgrade the level of services; how to provide the society with high quality tourism services; how toachieve both re-sources exploitation and environmental protection; how to match with theinternational practice; how to eliminate technical barrier of trade and ensure fair competition etc;all these are the problems of common concern of both domestic and foreign enterprises of tourismservice. The Xin Long Tropical Plants Garden has taken a trial implementation of ISO9001:2000 and18014001:1996 dual standard system since 2001 and passed the certification of CQM (ChinaCertification Center for Quality Mark) in 2002 and gained the certificate of IQNet, so set anexample in implementing standardized management for both domestic and foreign enterprises of tourismservice.

Calculating the Number of Pregnant Women Receiving Standardized Services for PMTCT of HIV in Liangshan Prefecture,Based on the Equivalent Method

Objective To calculate the number of pregnant women who receive standardized prevention of mother-to-child transmission(PMTCT)services for HIV annually.Methods HIV-positive pregnant women in six counties of Liangshan Prefecture in 2017 were selected as study subjects.The entire process,from when the subjects first received the PMTCT of HIV services to the end,was divided into four stages,which were further divided into 25 phases.The equivalent coefficient was used to indicate the weight of workload in each phase.Seven experts were invited to score the equivalent coefficient;the number of pregnant women who received standardized services to prevent the transmission of HIV was calculated.Results A total of 663 HIV-positive pregnant women were registered in six Liangshan Prefecture counties in 2017.This figure was converted into 7,780 person-months devoted to HIV-positive pregnant women,with 260 person-months(3.34%)spent on the first antenatal care,1,510 person-months(19.41%)during pregnancy,378 person-months(4.86%)on delivery,and 5,632 person-months(72.39%)on post-partum period.The equivalent coefficient calculation showed that 314 HIV-positive pregnant women received standardized PMTCT services.Conclusion The number of pregnant women receiving standardized services for the PMTCT of HIV can be calculated accurately using the equivalent method to identify the gap between the level of PMTCT of HIV intervention services needed and the actual workload.

Enhanced training on service standardization

A training and seminar on service standardization was held in Weifang city,eastern China＇s Shandong province,attracting150 representatives from nationwide quality inspection departments from November 27 to 30,2017.

THE DEVELOPMENT PLANNING OF CHINA NATIONAL SERVICE STANDARD OF 2005-2008

According to the prime task of ''readjusting industrial structure,energetically developing service industry, completing service standards and promoting servicelevel'', which are raised in the 10th Five-Year Plan Outline of National Economy and SocialDevelopment, Standardization Administration of China (SAC), National Development and ReformCommission, Ministry of Civil Affairs of the People'' s Republic of China, Ministry of Constructionof P.R.C, Ministry of Commerce of the People''s Republic of China, Ministry of Culture of the People''s Republic of China, the People''s Bank of China, General Administration of Quality Supervision,Inspection and Quarantine of P.R.C (AQSIQ), the State Administration of Radio, Film and Television,State General Administration of Sport, National Tourism Administration, China Seismological Bureau,China Meteorological Administration, China Insurance Regulatory Commission, State Post Bureau, StateCultural Relics, State Administration of Traditional Chinese Medicine Bureau, China NationalTechnical Committee 264 on Service of Standardization Administration of China, China Consumers''Association and China National Institute of Standardization had compiled and officially ratified theDevelopment Planning of National Service Standard 2005-2008 by the end of 2005.

CAS stresses service trade standardization

The Service Trade Branch of China Association for Standardization,the first of its kind in service trade sector,was officially established in Beijing at an inaugural ceremony on December 15,2017.Service trade plays a significant role in the open economic development,and the five-year plan on service trade development released in March defines a series of measures that can be promoted and achieved by standardization work,Zeng Yafei。

CAS 132-2006 Standard for Flat Panel Display TV Set Installation Service Formulating and Enforcing Main Point Explanation and Analysis

CAS 132-2006 formulation background and work courses Flat panel display technology is maturing alongside the development of science and technology. The prices of flat panel display TV sets are becoming lower and lower. Flat panel display TV sets have begun entering the mainstream and are now the first choice of some consumers when making new TV purchases.Display TV Set Installation Service Point Explanation and AnalysisRepair, Retreat and Change Duty Stipulations. Peculiar use conditions, usage environments, and the practical circumstances of user consumption service requirements, etc., were also taken into account on the basis of extensive investigation, testing, and verification.……

Progress in applying patient experience in nursing quality improvement

Background： Improving and sustaining the quality of nursing care is an intractable and persistent challenge. The patient experience of nursing care can give a different perspective on nursing quality and help clinical nursing staff to direct quality improvement. Attempts to identify what is patient experience,the relationship with nursing care, and the application of patient experience in nursing quality improvement practice, in order to provide advices for constructing the quality standards and quality improvement strategies of nursing care.Methods： We conducted a literature review of original research publications. The database platforms Pubmed, Web of Science, China National Knowledge Infrastructure（CNKI） and Wanfang were searched from inception until end of August 2015. After screening retrieved articles, 40 sources（articles and organizational websites） were selected for analysis for the connotation, development and application of patient experience in nursing quality researches.Results： Our study identified several concepts about patient experience, roughly sorted out the development path of patient experience in worldwide and the application of patient experience in nursing quality improvement. It points out four precautions when applying patient experience in nursing quality improvement, which are differentiating patient satisfaction and patient experience, choosing appropriate data collection method and appropriate feedback time, and the last but the most important, applying theories to actual clinical practice.Conclusions： Professional indexes are important to maintain the care quality, but it cannot fully reflect quality of nursing care, which needs patient experience as the supplement. Nursing staffs need to make more efforts to enhance patient＇s nursing care experience, and apply the research results to clinical practice, and finally make patient-centered care come true. For future study, the evaluation system and management strategies about patient experience need to be developed to guide nursing quality improvement.

Study on the Diffusion Performance of Standard E-Government Information Systems

Standard e-government information system(SEIS) including mobile-government applications are playing more and more important roles in the establishing of national e-government framework. It can be beneficial not only for avoiding redundant e-government IS development but also for improving collaboration among government agencies. Two research questions were explored: what are the factors influencing the performance of SEIS? Will mandatory SEIS create a better performance than non-mandatory SEIS? Specifically, the use of five categories of IS aspects--information system quality, online service quality, offline service quality, diffusion modes and standard network size—is proposed to understand the performance of SEIS through applying both survey study and simulation study. The results show that information system quality and online service quality of SEIS have strong effects on users' expectation and users' satisfaction, which thereafter promotes the performance of SEIS. Government agencies' offline service quality shows a significant effect on users' satisfaction while not on users' expectation. Furthermore, the diffusion speed of SEIS in non-mandatory and mandatory modes and the standard network size also have great influence on the utility of SEIS.