Value Creation for the After-Sales Services： Organizational and Strategic Perspectives

As a part of the product development process, the after-sales services are not only a source of innovation, but also they benefit from value creation through new managerial methodologies for the achievement of competitive advantage and customer satisfaction. The objective of the paper is to further understand value creation for the after-sales services. We present the case of the creation of a new business for the after-sales services for the entrance into a new market. The new business is created by two gurus in the aerospace industry. A typology of guidelines is derived, based on organizational and strategic perspectives, for the after-sales services value creation and the guidelines for the creation of a new business as well as for the entrance of into a new market are presented.

3M Strengthening After-sales Service

The rapid rise and development of the computer industry in China has promoted the production of and demand for computer diskettes. China, with over 30 diskette production lines and an annual production of 2 billion diskettes, including some for export, has become the biggest diskette producing country in the world. However, imported diskettes, especially high grade brands, enjoy a good market here. That’s why many world renowned diskette

Probe on Network-based Collaborative Maintenance Model for After-sales Equipment

In order to make equipment run safely, economically and continuously, some new maintenance models were put forward to improve the equipment after-sale maintenance service, such as E-maintenance, third-party maintenance, etc. To certain extent, the models solved the problem of the distance between the manufacturer and customer and the dispersion of the maintenance technologies, however, those resources are still widely distributed and do not collaborate efficiently. In this paper, a network-based collaborative maintenance service model was proposed for after-sales equipment to solve the problem of maintenance resources integration. Concretely, equipment designers, maintainers, spare parts suppliers and maintenance experts were grouped together to establish dynamic alliance. The leader of the alliance is the manufacturer under guaranty period or equipment user exceeding the guaranty period. The process of maintenance service was divided into three stages which are fault diagnosis, maintenance decision and maintenance implementation. The sub-alliances were established to carry out maintenance work at each stage. In addition, the business process of network-based collaborative maintenance was analyzed and collaborative business system for equipment＇s after-sales collaborative maintenance service was designed. In the end, an informational economics model of network-based collaborative maintenance was established to demonstrate the effectiveness of this maintenance model.

Adapting chronic care models for diabetes care delivery in low-and-middle-income countries:A review

A contextual review of models for chronic care was done to develop a context-adapted chronic care model-based service delivery model for chronic conditions including diabetes.The Philippines was used as the setting of a low-to-middle-income country.A context-based narrative review of existing models for chronic care was conducted.A situational analysis was done at thegrassroots level,involving the leaders and members of the community,the patients,the local health system and the healthcare providers.A second analysis making use of certain organizational theories was done to explore on improving feasibility and acceptability of organizing care for chronic conditions.The analyses indicated that care for chronic conditions may be introduced,considering the needs of people with diabetes in particular and the community in general as recipients of care,and the issues and factors that may affect the healthcare workers and the health system as providers of this care.The context-adapted chronic care model-based service delivery model was constructed accordingly.Key features are:incorporation of chronic care in the health system's services; assimilation of chronic care delivery with the other responsibilities of the healthcare workers but with redistribution of certain tasks; and ensuring that the recipients of care experience the whole spectrum of basic chronic care that includes education and promotion in the general population,risk identification,screening,counseling including self-care development,and clinical management of the chronic condition and any co-morbidities,regardless of level of control of the condition.This way,low-to-middle income countries can introduce and improve care for chronic conditions without entailing much additional demand on their limited resources.

Empirical Validation of Key-Factors of Connected Remote Services

Based on an exploration of key-factors of connected remote services(CRS)by means of a qualitative study among German automotive customers,this study operationalizes the phenomenon.The definition of CRS as service innovation captures the special particularity of connectedness as attribute,providing simultaneous connectivity of customers to a service object(e.g.car),and a service provider(e.g.dealer and car manufacturer).The measurement model is conceptualized as a second-order formative construct defining the five key-factors:convenience,connectedness,comfort,safety,and reliability as first-order reflective constructs as identified in the prior qualitative study.The scale validation was undertaken at the first-and second-order levels.The result confirms the five distinct first-order measurement models.At the second-order level,a multiple indicators and multiple causes(MIMIC)model was employed to assess the validity of the formative measurement model.The operationalization confirms the distinctness of the five CRS key-factors.Further,the results suggest that four of five key-factors significantly contribute to the overarching construct of connected remote services,with safety and connectedness being the most important contributors and comfort to be shown as not significant.The confirmed concept of CRS will provide future research with a basis to explore different impacts of CRS use,e.g.in the context of technology acceptance and intentional customer behavior.

Crohn’s disease in low and lower-middle income countries: A scoping review

BACKGROUND While Crohn’s disease has been studied extensively in high-income countries,its epidemiology and care in low and lower-middle income countries(LLMICs)is not well established due to a lack of disease registries and diagnostic capacity.AIM To describe the published burden,diagnostic/treatment capacity,service utilization,challenges/barriers to individuals with Crohn’s in LLMICs and their providers.METHODS We conducted a scoping review utilizing a full search strategy was developed and conducted in PubMed,Embase and World Health Organization Global Index Medicus.Two independent reviewers screened the titles and abstracts of all of the publications found in this search,reviewed selected publications,and extracted relevant data,which underwent descriptive review and was analyzed in Excel.RESULTS The database search yielded 4486 publications,216 of which were determined to be relevant to the research questions.Of all 79 LLMICs,only 21(26.6%)have publications describing individuals with Crohn’s.Overall,the highest number of studies came from India,followed by Tunisia,and Egypt.The mean number of Crohn’s patients reported per study is 57.84 and the median is 22,with a wide range from one to 980.CONCLUSION This scoping review has shown that,although there is a severe lack of populationbased data about Crohn’s in LLMICs,there is a signal of Crohn’s in these settings around the world.

Technology Management of Capital Assets and Risks in the Service Sharing Economy： Cases of Uberization of Crowdfunding and Transportation in Mexico

Firms such as Airbnb, Uber, Blablacar have platforms for connecting owners of underused assets with clients through, the internet, thus allowing people to rent out their spare rooms, or book relay rides by acting as matchmakers, allocating resources where they are needed and charging a percentage of the cost in return. This phenomenon could be regarded from the point of view： （1） of Internet technology evolution from a network of computers to a network of people devoted to sharing their knowledge and user experience, coming further, as the Internet of Things （IoT）, and （2） as part of the increasing involvement of the user （consumer/client） in production and innovation processes. These approaches allow us to analyze service-user platform firms according to the different kinds of specific assets distribution and risks. The new organization is based on internet platform tools which integrate information, machinery, energy, and science, and costumer collaboration. We conclude that there are large profits for those firms based on platforms, as there are not yet any counterbalances through competition, posing the question about the needed or not of technology management regulation during this phase of service sharing economy. A selection of 17 service platform firms in Mexico involved in transportation and crowdfunding are described on the basis of their business model, the market and the distribution of assets and income

Impact of regional differences in stroke symptom awareness and low-income status on seeking emergency medical service in China

Background:Unawareness of stroke symptoms and low income are two barriers that affect the seeking of emergency medical service(EMS).This study aimed to assess the effect of unawareness and low income on seeking EMS and to investigate the regional distribution of the unawareness and low-income status and their associations with failing to call EMS in China.Methods:A total of 187,723 samples from the China National Stroke Screening Survey was interviewed cross-sectionally.Four status of awareness and annual income were identified:unaware and low-income,unaware-only,low-income-only,and aware and regular income.The outcomes were whether they intended to call EMS or not.The regional distribution of each status and their associations with not calling EMS were presented.Results:The status of unaware and low-income,unaware-only,and low-income-only accounted for 6.3%(11,806/187,673),11.9%(22,241/187,673),and 21.5%(40,289/187,673)of the total sample,respectively.Not calling EMS was significantly associated with the status of unaware and low-income(odds ratio[OR]:3.21,95%confidence interval[Cl]:3.07-3.35),unaware-only(OR:2.38,95%Cl:2.31-2.46),and low-income-only(OR:1.67,95%Cl:1.63-1.71),compared with the aware and regular income status.The Midwest regions had higher percentages of people in the unaware and low-income status;the East,South,and Central had higher percentages of unaware-only status;the North and Northeast regions had a higher percentage of low-income-only status,compared with other regions.Conclusion:The existence of the regional difference in unawareness and low income justifies the specific stroke education strategies for the targeted regions and population.

Supply-Side Structural Reform in the Service Industry and Escaping the Middle Income Trap

The internal consumption and production structure of the service industry that now dominates the Chinese economy needs to be optimized.Introducing supply-side structural reform to improve the in-depth integration of advanced manufacturing and the modern service industry and promoting a strong domestic market is the key to escaping the middle income trap.We use 1950-2010 data from 45 non-oil-exporting economies representing the structural evolution of the service industry worldwide to compare Asian economies that have passed through the middle income trap with Latin American counterparts that remain stuck in the trap,and thence proceed to construct a matched model that covers the consumption and production service industries and their supply of human capital,with the aim of identifying the formative mechanisms and conditions for escaping the middle income trap through upgrading the structure of the service industry.Substantially developing the production service sector,raising the supply of public services so as to cultivate the quantity and quality of human capital,and matching senior-level human capital with knowledge-intensive serviceindustries will propel the upgrading and transformation of China’s economic structure toward high-quality development.

中国社会医疗保险制度未来发展的挑战与创新建议

中国社会医疗保险制度发展至今,已覆盖了95%以上的人口,筹资和报销待遇都达到了与国民经济所处的中等收入国家地位相称的水平,但也存在不同人群待遇相差悬殊、医保基金使用效率不高的问题。未来需要从实现公平的国民待遇、进行科学的医保筹资规划、制定统一的医疗服务价格、设计合理的医保报销政策、明确划分中央与地方政府的职责等方面,正视挑战,创新发展,避免医保制度发展的中等收入陷阱。

服务业高质量发展对城乡收入差距的影响与机制

服务业高质量发展有助于农村劳动力就业、扩大农民收入来源。促进现代服务业高质量发展是缩减城乡收入差距、推进共同富裕的重要路径。基于1997—2021年我国30个省份(未含香港地区、澳门地区、台湾地区、西藏地区)数据,使用合成控制法、双重差分模型和三重差分模型分析服务业高质量发展对城乡收入差距的影响及其机制。研究发现,服务业高质量发展有助于缩减城乡收入差距,且这种缩减作用在北京、上海最强,在江苏、天津、浙江次之,在广东最弱;服务业高质量发展对东部、中部和西部地区城乡收入差距的缩减作用均显著,但在中部地区最强,在东部和西部地区较弱;绿色发展和区域协调发展在服务业高质量发展对城乡收入差距的影响中发挥正向调节作用,服务业高质量发展对城乡收入差距的缩减作用在绿色发展水平较高、区域协调发展水平较高的省份更强;服务业高质量发展能够通过产业结构升级(包括产业结构高级化、产业结构合理化)缩减城乡收入差距。为进一步发挥服务业高质量发展对城乡收入差距的缩减作用,应持续加强服务创新,推动服务业高质量发展;发挥区域比较优势,推动区域协调发展;引导绿色消费和生产,提升绿色发展水平;推动现代服务业和新兴产业发展,促进产业结构升级。

易地扶贫搬迁农户生态系统服务收益不平等的测度和分解研究

生态系统服务与人类福祉和社会经济可持续发展密切相关。在乡村振兴背景下,生态系统服务收益不平等程度的降低有助于提升农村居民对环境保护的关切,促进农村地区生态环境改善,推动农村经济、社会和环境的协调发展。基于2021年陕西易地扶贫搬迁入户调研数据,测度和分解了搬迁农户生态系统服务收益不平等。首先,测度农户在搬迁前后生态系统服务收益不平等程度;其次,基于静态视角利用基尼系数分解生态系统服务收益构成对其不平等的贡献度;最后,基于动态视角利用夏普里分解法量化了生态系统服务收益影响因素对其不平等的贡献度。结果表明,生态系统服务总收益不平等和调节服务收益不平等在搬迁后有所降低,供给服务不平等和文化服务不平等在搬迁后均提高;调节服务收益、供给服务收益、文化服务收益对总收益不平等贡献度依次递减,但与其他两种收益不同,调节服务收益增加会使总收益不平等程度降低;相同影响因素对生态系统服务总收益不平等和各分项收益不平等贡献度具有差异,政策因素是影响因素中造成总收益不平等及分项收益不平等的主要原因。本研究为基于不平等视角探究生态系统服务提供路径支持和方法借鉴,也为新时期易地扶贫搬迁地区生态保护政策的制定和实施提供启示。

共同富裕背景下公共服务均等化对城乡居民收入差距的作用机制与实践检验

基于2011—2020年省级面板数据,运用固定效应模型、中介效应模型检验了公共服务均等化对城乡收入差距的影响、作用机制及空间差异。结果表明:第一,公共服务均等化水平的提升能够有效降低城乡居民收入差距;第二,公共服务均等化对城乡收入差距的影响存在空间异质性,在西部地区、人口净流出较多的地区,公共服务均等化对城乡收入差距的影响更为显著;第三,公共服务均等化可以通过促进劳动力流动与人力资本积累两个渠道影响城乡收入差距。研究结论为国家和政府在新时期推动经济持续稳定发展、保障和改善民生、全面推动社会建设、促进共同富裕提供了参考。

收入和公共服务对居民幸福感的影响与作用机理研究——来自中国综合社会调查的经验证据

中国综合社会调查数据统计结果显示,收入与幸福感的倒U型关系在统计意义上显著。绝对收入和相对收入对中低收入群体幸福感的影响更大,绝对收入对高收入群体幸福感影响不显著。公共服务能够显著正向影响居民幸福感,且对低收入群体的影响显著高于中高收入群体。公共服务满意度和获得感强化了收入对居民幸福感的正向影响,通过提高收入公平感和社会公平感缓冲了收入对居民幸福感的负面影响。因此,政府应在促进收入稳定增长的同时,维护收入分配的公平性,优化公共支出结构,促进基本公共服务均等供给,提升居民幸福感。

共同富裕与人的基本能力平等

中国式现代化是全体人民共同富裕的现代化,而现代化的本质是人的现代化,促进人的基本能力平等是实现人的现代化的应有之义。推进全体人民共同富裕的现代化关键是促进人的基本能力平等。消费是人的基本能力的重要来源,要保障所有人都能够通过私人消费和公共消费有效获得基本能力,需要国家提供全民基本收入和全民基本公共服务。

数字经济发展、人力资本积累与劳动收入份额提升——来自中国城市层面的经验证据

数字经济正成为中国扎实推进共同富裕、走好中国式现代化道路的重要抓手。构建多部门静态一般均衡模型阐述数字经济发展、人力资本积累与劳动收入份额之间的影响机理,采用数值模拟方法直观展示这一影响,并利用中国2011—2020年286个城市的面板数据展开实证检验。研究发现,伴随着产业结构转型,劳动收入份额的变化方向将由服务业决定,而人力资本积累有助于降低要素替代弹性,提升劳动收入份额;数字经济发展对劳动收入份额的影响呈现先抑制后促进的U型趋势,且人力资本积累在其中发挥着正向调节作用。基于地理区位、城市规模、城市群、市场化水平的异质性检验表明,数字经济发展对劳动收入份额的影响以及人力资本积累的调节作用存在地区差异性。因此,在数字经济时代,要正确认识服务业在要素收入分配中发挥的重要作用,应坚持推动服务业结构升级,多渠道促进人力资本积累,加快构建“以人为本”的现代化产业体系。

数字服务贸易对开放视角包容性增长的影响研究

选取2005—2019年46个国家和地区面板数据,考察数字服务贸易对开放视角包容性增长的影响。研究表明,数字服务贸易通过就业促进效应和创新效应,显著促进了国内包容性增长。然而,数字服务贸易将通过知识产权资本化效应阻碍国家间包容性增长。研究还发现,数字服务贸易的进出口对包容性增长产生异质性影响,而数字基础设施水平在数字服务贸易对包容性增长影响中起调节作用。研究结果对数字服务贸易与包容性增长的相关研究进行了补充和完善,为制定更加开放和共赢的数字服务贸易政策,构建包容性的全球贸易体系,推动共同富裕提供了重要依据。

农机社会化服务缓解了农村内部收入差距吗?

缩小农村内部收入差距是缓解相对贫困、实现共同富裕的关键。基于2009-2020年全国农村固定观察点调查数据,使用再中心化影响函数(RIF)回归与分解的方法,实证检验农机社会化服务对农村内部收入差距的影响。结果表明,农机社会化服务有利于提高中低收入农户收入,且对低收入农户的增收效应更大,进而缩小了农村内部收入差距;农机社会化服务对农村内部收入差距的缓解效应存在区域异质性,对东部地区影响较大,对东北地区影响较小;进一步分解结果表明,系数效应是农机社会化服务降低农村内部收入差距的主因,系数效应解释了收入差距的124.24%;影响机制检验表明,农机社会化服务主要是通过促进农村劳动力转移缩小农村内部收入差距。因此,应积极推动农机社会化服务发展,完善面向低收入群体的农机社会化服务支持政策,充分发挥农机社会化服务缓解农村内部收入差距的积极作用。

农业社会化服务主体规范化发展的质量与收益效应研究——基于1147家农业社会化服务主体的调查

农业社会化服务主体规范化发展是推动服务带动型适度规模经营的重要举措,也是新时代农业高质量发展和中国式农业现代化的重要政策导向。而服务规范化是否能同时提高服务质量和服务净收益是关键。基于全国18个省的1147份农业社会化服务主体微观数据,文章对服务主体规范化发展的质量效应和收益效应进行了深入分析。结果发现,服务质量与主体规范化水平呈正相关关系,而服务净收益与之呈“正U”形关系,即当主体规范化发展到一定阶段后,加强规范化程度能同时提高其服务质量与净收益;同时,主体规范化的质量与收益效应以乡镇为边界呈现出明显的异质性特征。这些发现为农业社会化服务规范化建设和服务主体进行规制选择提供了思路。

基本公共服务供给如何影响低收入群体幸福感?——来自中国四省实地调查的实证分析

相对贫困治理任务的长期性和复杂性,决定了低收入群体谋求美好生活、获得幸福感具有一定的挑战。经济增长和收入水平上升并不一定增加低收入群体的幸福感,在中国“伊斯特林悖论”已经出现,尤其是在相对贫困情境下,基本公共服务供给成为低收入群体平等地享有机会、提高潜能的关键因素,有助于提升其幸福感。本文通过梳理基本公共服务供给与低收入群体幸福感的逻辑关系,提出基本公共服务通过“赋权”和“增能”来提升低收入群体幸福感的理论假说,并采用中国四省实地调研的数据,研究基本公共服务供给对低收入群体幸福感的影响机理。研究表明,基本公共服务供给能够显著提升低收入群体幸福感,其中供给满意度中充足性、均衡性、便利性和普惠性越高,幸福感水平越高。在进一步的分析中,赋权、增能影响机制均发挥了显著的作用,但对于低收入群体而言,增能的影响更强。此外,异质性分析发现在城乡以及不同年龄段的低收入群体之间,基本公共服务供给对低收入群体幸福感的影响依然显著。据此结论,试从“影响因素—生成逻辑”两个角度提出基本公共服务供给提升低收入群体幸福感的政策建议,为扎实推进共同富裕提出理论依据。