An Empirical Investigation Of Information Technology Mediated Customer Services In China

Information technology mediated customer service is a reality of the 21st century. More and more companies have moved their customer services from in store and in person to online through computer or mobile devices. Using 208 respondents collected from two Chinese universities, this paper investigates customer preference over two service delivery model (either in store or online) on five type of purchasing (retail, eating-out, banking, travel and entertainment) and their perception difference in customer service quality between those two delivery model. Results show that a majority of Chinese students prefer in store and in person for eating out. For ordering tickets for travel and entertainment, they prefer computer/mobile device. For retail purchasing and banking, less than half of the students prefer in person services. In general, the results show that ordering through computer/mobile devices has become more popular in China and has received higher rating for most of customer service quality except security compared to ordering in store. In addition, it is found that there exist a gender difference in purchasing preference and perception in service delivery quality in China

Forecasting: theory and practice

Forecasting has always been in the forefront of decision making and planning. The uncertainty that surrounds the future is both exciting and challenging, with individuals and organisations seeking to minimise risks and maximise utilities. The lack of a free-lunch theorem implies the need for a diverse set of forecasting methods to tackle an array of applications. This unique article provides a non-systematic review of the theory and the practice of forecasting. We offer a wide range of theoretical, state-of-the-art models, methods, principles, and approaches to prepare, produce, organise, and evaluate forecasts. We then demonstrate how such theoretical concepts are applied in a variety of real-life contexts, including operations, economics, finance, energy, environment, and social good. We do not claim that this review is an exhaustive list of methods and applications. The list was compiled based on the expertise and interests of the authors. However, we wish that our encyclopedic presentation will offer a point of reference for the rich work that has been undertaken over the last decades, with some key insights for the future of the forecasting theory and practice

Financial health indicators: an analysis of financial statement information to determine the financial health of DoD contractors

MBA Professional ReportPrior to awarding a contract, government contracting officers must be able to determine the financial health of prospective contractors. In fact, according to the Federal Acquisition Regulation (FAR) 9.104- 1(a), the very first general requirement to being considered a responsible prospective contractor is to show adequate financial resources to perform the contract or the ability to obtain financing. The purpose of this research is to identify a financial assessment framework that could assist DOD contracting officers with determining the financial health of potential DOD contractors. This research study may help DOD contracting officers determine the financial health of potential contractors prior to awarding a contract. The findings of this study provide a recommended framework that a contracting officer could follow in order to assess the financial health of a prospective contractor. The framework includes a ratio analysis using selected ratios compiled by this study, as well as a comparative analysis using industry average driven data. The framework also incorporates horizontal and vertical analyses, as well as bankruptcy and fraud analyses. The financial assessment framework created in this study is a comprehensive financial health assessment tool that can be utilized by DOD contracting officers.http://archive.org/details/financialhealthi1094551703Lieutenant Commander, United States NavyLieutenant, United States NavyLieutenant, United States NavyApproved for public release; distribution is unlimited