社区服务公众满意度测评理论、方法及应用研究
|
摘要
随着我国经济体制改革的推进与深化,社区已成为实现社会整合功能的基础单元。社区居民对社区服务的需求越来越多,期望越来越高,社区服务日益成为公众关注的焦点。提高社区服务公众的满意度,对于提高社区居民生活质量、化解社会矛盾、促进和谐社会建设都具有重要意义。基于此,本文从公众满意的角度对社区服务进行测评研究,根据社区服务的特征,建立一套测评社区服务公众满意度的理论和方法。
论文的主要研究内容和贡献如下:
首先,论文建立了社区服务公众满意度指数(CSPSI)模型。论文描述了公众服务视角下社区服务的内涵,构建社区服务的理论框架;根据公众满意度的形成机理阐释了社区服务公众满意度的内涵,并探讨了影响因素;着重分析了CSPSI模型的特征、适用性及同其他经典顾客满意度模型的区别与联系。
其次,论文构建了基于结构化神经网络的社区服务公众满意度测评方法,提出了基于改进正交量化遗传算法的结构化神经网络学习算法。论文分析了社区服务公众满意度测评的过程,提出社区服务公众满意度测评实施框架和模型测评的流程。通过比较分析确定基于Web在线问卷调查是社区服务公众满意度测评数据采集的适宜方式。
最后,论文以湖南省湘潭市岳塘区的社区服务作为研究对象进行了实证研究。对社区服务公众满意度测评模型(CSPSI)分别用LISREL、PLS和结构化神经网络模型三种方法进行参数求解,通过比较三种方法的模型拟合程度、潜在变量间的效应值和可测变量在潜在变量中的相对重要度,检验了CSPSI模型的合理性,以及基于结构化神经网络测评方法的社区服务公众满意度测评的有效性,并根据测评结果进行相关变量的分析探讨,提出了相关政策建议。
Community has become the foundational unit of realizing the integration function of the society with the advancing and deepening of our country’s economic restructuring. Community service increasingly becomes the focus of pubic concern due to the gradually escalating demands and ever-rising expectations for community service of the community inhabitant. The improvement of community service public satisfaction plays a significant role in improving the quality of community inhabitant’s life, handling social contradictions and promoting the establishment of a harmonious society. Based on the above, this paper carries on the research from the angle of community service public satisfaction, and establishes a set of theory and method to evaluate its degree according to the characteristics of community service.
The main contents and contributions are as follows:
Firstly, this paper proposes the Community Service Public Satisfaction Index (CSPSI) model .It describes the connotation of community service under the angle of public service, and constructs the theory frame of community service; expounds the connotation of community service public satisfaction and discusses the factors that influence community service public satisfaction according to the formation mechanism of community service public satisfaction, and emphatically analyzes characteristics and applicability of CSPSI Model, and also its differences and relationships with other classical models.
Secondly, this paper builds a method to evaluate community service public satisfaction on ground of the Structural Neural Network, and proposes a study algorithm of the Structural Neural Network based on the Improved Orthogonal Genetic Algorithm with Quantization. This paper analyzes the process of Community Service Public Satisfaction Measurement, constructs an evaluation implementation framework and the evaluating flow of the model. Through comparison and analysis this paper confirms that on-line questionnaire survey based on web is a suitable way to collect data for measurement.
Finally, this paper conducts the study taking Yuetang community of Xiangtan city in Hunan Province as the research object. By using methods of LISREL,PLS and Structural Neural Network to solve the parameter in CSPSI model respectively, it proves the rationality of CSPSI model and the validity of community service public satisfaction evaluating based on the Structural Neural Network through the comparison of model fitting degree, latent variable’s effect value and the relative importance of observed variables in the latent variables of the three methods. And after, it analyzes and discusses the correlation variables according to the evaluating results, and produces several related approaches and suggestions.
论文的主要研究内容和贡献如下:
首先,论文建立了社区服务公众满意度指数(CSPSI)模型。论文描述了公众服务视角下社区服务的内涵,构建社区服务的理论框架;根据公众满意度的形成机理阐释了社区服务公众满意度的内涵,并探讨了影响因素;着重分析了CSPSI模型的特征、适用性及同其他经典顾客满意度模型的区别与联系。
其次,论文构建了基于结构化神经网络的社区服务公众满意度测评方法,提出了基于改进正交量化遗传算法的结构化神经网络学习算法。论文分析了社区服务公众满意度测评的过程,提出社区服务公众满意度测评实施框架和模型测评的流程。通过比较分析确定基于Web在线问卷调查是社区服务公众满意度测评数据采集的适宜方式。
最后,论文以湖南省湘潭市岳塘区的社区服务作为研究对象进行了实证研究。对社区服务公众满意度测评模型(CSPSI)分别用LISREL、PLS和结构化神经网络模型三种方法进行参数求解,通过比较三种方法的模型拟合程度、潜在变量间的效应值和可测变量在潜在变量中的相对重要度,检验了CSPSI模型的合理性,以及基于结构化神经网络测评方法的社区服务公众满意度测评的有效性,并根据测评结果进行相关变量的分析探讨,提出了相关政策建议。
Community has become the foundational unit of realizing the integration function of the society with the advancing and deepening of our country’s economic restructuring. Community service increasingly becomes the focus of pubic concern due to the gradually escalating demands and ever-rising expectations for community service of the community inhabitant. The improvement of community service public satisfaction plays a significant role in improving the quality of community inhabitant’s life, handling social contradictions and promoting the establishment of a harmonious society. Based on the above, this paper carries on the research from the angle of community service public satisfaction, and establishes a set of theory and method to evaluate its degree according to the characteristics of community service.
The main contents and contributions are as follows:
Firstly, this paper proposes the Community Service Public Satisfaction Index (CSPSI) model .It describes the connotation of community service under the angle of public service, and constructs the theory frame of community service; expounds the connotation of community service public satisfaction and discusses the factors that influence community service public satisfaction according to the formation mechanism of community service public satisfaction, and emphatically analyzes characteristics and applicability of CSPSI Model, and also its differences and relationships with other classical models.
Secondly, this paper builds a method to evaluate community service public satisfaction on ground of the Structural Neural Network, and proposes a study algorithm of the Structural Neural Network based on the Improved Orthogonal Genetic Algorithm with Quantization. This paper analyzes the process of Community Service Public Satisfaction Measurement, constructs an evaluation implementation framework and the evaluating flow of the model. Through comparison and analysis this paper confirms that on-line questionnaire survey based on web is a suitable way to collect data for measurement.
Finally, this paper conducts the study taking Yuetang community of Xiangtan city in Hunan Province as the research object. By using methods of LISREL,PLS and Structural Neural Network to solve the parameter in CSPSI model respectively, it proves the rationality of CSPSI model and the validity of community service public satisfaction evaluating based on the Structural Neural Network through the comparison of model fitting degree, latent variable’s effect value and the relative importance of observed variables in the latent variables of the three methods. And after, it analyzes and discusses the correlation variables according to the evaluating results, and produces several related approaches and suggestions.
引文
[1]刘杰,彭宗政.社区信息化理论与实务[M].北京:清华大学出版社,2005.
[2]中国发展门户网.“十一五”社区服务体系发展规划[EB/OL]. http://cn.chinagate.com.cn/economics/2007-11/09/content_9204253.htm,2008-02-27.
[3]李学举.一篇指导社区服务的重要文献[J].中国民政,2006(06):6-9.
[4]数字海曙.我区推行社区工作群众满意度指数测评[EB/OL]. http://www.haishu.gov.cn/info.asp?ID=2323, 2006-03-01.
[5]汉斯·范登·德尔,本·范·韦尔瑟芬.民主与福利经济学[M].北京:中国社会科学出版社,1999:29.
[6] Antony A. Vass.Law Enforcement in Community Service: Probation, Defence or Prosecution? [J]. Probation Journal,1980,27(4):114-117.
[7] George Brager, Harry Specht, James L. Torczyner. Community Organizing[M]. United States: Community organization, 1987.
[8] Hicks, C..Reluctant empiricists: community mental health nurses and the art of evidence-based praxis[J].Health and Social Care in the Community, 2002,10(4):287-298.
[9] J. Rothman.Strategies of Community Intervention(6th Edition)[M].Itasca IL:F. E. Peacock Publishers,2001.
[10]甘炳光,梁祖彬.社区工作:理论与实践[M].香港:香港中文大学出版社,1994.
[11] Robert P. Lane.The Field of Community Organization[C].Procedings of National Conference of Social Work,New York:Columbia University,1939.
[12] HW Dunham.Community and Schizophrenia: An Epidemiological Analysis [M]. Michigan:Wayne State University Press, 1965.
[13]徐永祥.社区工作[M].北京:高等教育出版社, 2004.
[14] M Delgado.Community social work practice in an urban context [M]. New York:Oxford University Press,2000.
[15]徐久刚.百尺竿头,还可更进一步——关于《社会工作概论》的若干问题[J].山西大学学报(哲学社会科学版), 2002,25(6):93-98.
[16] M.Bayley.Mental Handicapped and Community Care[M]. London: Routledge and Kegan Paul,1977.
[17] Adam Pavey,DemiPstsios.Formal and Infomal Community Care to Older Adults Comparative Analysis of the United States and Great Britain[J].Journal of Family and Economics Issues, 1999,20(3):271-299.
[18] Moroney,Robert M.Caring and Competent Caregivers[M].Georgia:The University of Georgia Press,1998.
[19] Pillemer,Karl,MacAdam,Margaret & Wolf,Rosalie S.Services to Families with Dependent Elders[J].Journal of Aging & Social Policy,1989(1):67-88.
[20] Fradkin, Loouise G.& Heath,Angela.Caregiving of Older adults[M]. California:ABC-CLIO Inc.,1992.
[21] Barresi,Charles M. & Stull, Donald E.Ethnicity and Long-term Care: AnOverview [M].New York:Springer Publishing Co.,1993.
[22] Brubaker,Timothy H., Brubaker,Ellie.Family Care of the Elderly in the United States:An issue of Gender Differences[M].California:SAGE Publications,1992.
[23] Sutcliffe, C.,Larner S.Counselling Carers of the Elderly at Home:A Preliminary Study[J].British Journal of Clinical Psychology,1988(27):177-178.
[24] Whitlatch C.,Zarit S.,Eye,A.V. Efficacy of Interventions with Caregivers:A reanalysis[J].The Grontoloist,1991(31):9-14.
[25] Jack Rothman.Social Work Practice[M]. New York: Columbia University Press, 1968.
[26] Taylor, S.H.,Roberts. Theory and practice of community social work[M].New York: Columbia University Press,1985.
[27] Weil M. O., Gamble D. N. Encyclopedia of Social Work (19th Edition) [M]. Washington D. C.: National Association of Social Workers,1995.
[28] Community Service Funding Program / Finance Dept(City of Temecula). Fiscal Year 2007-08 Community Service Funding Program Policy[EB/OL]. http://www.cityoftemecula.org/NR/rdonlyres/8C344751-46CB-4697-A70A-C442936BCB71/0/csdfundingprogram.pdf,2008-03-07.
[29]刘继同.中国城市社区实务模式研究——二十年来的发展脉络与理论框架[J].学术论坛,2003(4):117-122.
[30]杨团.社区公共服务论析[M].北京:华夏出版社,2002.
[31]李雪萍.社区服务指南[M].武汉:武汉出版社,2004.
[32]谭善勇.社区服务的走向及其发展方向[J].城市问题,1999(5):32-33.
[33]高灵芝.当前中国城市社区服务的基本定位与发展走向[J].甘肃社会科学,2004(3):111-114.
[34]重庆市计委课题组.重庆市社区服务业发展存在的问题和对策[J].重庆经济,2003(7):10-13.
[35]孙苑芳.对城市社区服务现存问题的思考[J].城市问题,2002,107(3):54-57.
[36]唐忠新.社区服务思路与方法[M].北京:北京机械工业出版社,2003.7.
[37]贾政.社区服务与社会保障[M].北京:中国劳动保障出版社,2001.
[38]刘岚芳.基于民众满意度的社会发展评价方法[D].首都经济贸易大学博士学位论文,2006.
[39]孙丽辉.顾客满意理论研究[J].东北师大学报(哲学社会科学版),2003(4):18-23.
[40]菲利普?科特勒著,梅汝,梅清豪,周安柱译.营销管理[M].北京:中国人民大学出版社, 2001.
[41] Derek R. Allen, Tanniru R. Rao. Analysis of customer satisfaction data [M]. Milwaukee:American Society for Quality Press,2000.
[42] Cardozo, Richard N. An Experimental Study of Consumer Effort,Expectation and Satisfaction[J].Journal of Marketing Reasearch,1965,2(8):244-249.
[43] Howard, John A.,Jagdish N. Sheth. The Theory of Buyer Behavior[M].New York: Wiley, 1969:27-28.
[44] Olson,Jerry C.,Philip Dover.Effect of Expectation Creation and Disconfirmation on Belief Elements of Cognitive Structure[J].Advances in ConsumerResearch,1976,3:168-175.
[45] Hempel,Donald J. The Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction.Cambridge[J].MA:Marketing Science Institue, 1977:7-9.
[46] Oliver, Richard L.Measurement and Evaluation of Satisfaction Processes in Retailing Setting[J].Journal of Retailing,1981,57(3):25-48.
[47] Churchill Gilber A Jr,Carol Superenant. An Investigation into the Determinants of Consumer Satisfaction[J].Journal of Marketing Research, 1982, 19(11):491-504.
[48] Tes,David K.,Wilton,Peter C.Models of Consumer Satisfaction Formation :An Extension[J].Journal of Marketing,1988,25(2):204-212.
[49] Fornell Claes.A National Customer Satisfaction Barometer:The Swedish Experience[J].Journal of Marketing,1992,56(1):6-20.
[50] Englel, James F.,Toger D.Blackwell,Paul W.Miniard. Consumer Behavior(7th Edition)[M].USA:Harcourt Broce Joranovich,College Publishers,The Dryden Press,1993.
[51] Parasuraman,A.,V.A.&Berry,L.L.The Nature and Determinations of Customer Expectations of Service[J].Journal of Academy of Marketing Science, 1993,21:1-12.
[52] Ostrom,Tacobucci. Consumer Trade-Offs and the Evaluation of Services[J]. Journal of Marketing,1995(1):17-28.
[53] Kotler,P. Marketing Manager,Analysis,Planning,Implementation and Control[M]. Harlow,England:Prentice-Hall,1997.
[54] Oliver R L. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions[J]. Journal of Marketing Research, 1980(17): 460-469.
[55] Olshavsky R,J A Miller.Consumer Expectation,Product Performance and Perceived Product Quality[J].Journal of Marketing Research,1972(9):19-21.
[56] Westbrook,Robert A.Intrapersonal Affective Influences on Consumer Satisfaction with Products[J].Journal of Consumer Research,1980(7):49-54.
[57] Oliver, R. L. ,DeSarbo, Wayne S. Response Determinants in Satisfaction Judgments[J]. Journal of Business Research, 1988(14):495-507.
[58] Huppertz, JW, Arenson,. S. J., &. Evans, R. H. An application of equity theory to buyer-seller exchange situations[J]. Journal of Marketing Research, 1978, 15(2):250-260.
[59] Oliver,R.L..Cognitive, Affective, and Attribute Bases of the Satisfaction Response[J].Journal of Consumer Research,1993(20):418-430.
[60] Heskett, James L.,Thomas O., Jones, Gary W., Loveman, W Earl, Sasser, Schlesinger,Leonard A.Putting the Service-Profit Chain to Work [J].Harvard Business Review, 1994(3-4):164-172.
[61]李自玲.结构方程模型的结构及PLS算法研究[D].武汉理工大学硕士学位论文,2006.
[62] Abdullah M.B.,Al-Nasser A.D.,Nooreha Husain.Evaluating functional relationship between image,customer satisfaction and customer loyalty usinggeneral maximum entropy[J].Total Quality Management,2000(11):826-829.
[63] Gefen D.,Straub D.,Boudreau M. C..Structual Equation Modeling and Regression:Guidelines for Research Practice[J].Communication of the Association for Information System(CAIS),2000,4(7):1-70.
[64] Chin W.W. PLS to LISREL as Principal Components Analysis 15 to Common Factor Ananlysis[J].Technology Studies,1995(2):315-319.
[65] Jaynes E.T..Information Theory and Statistical Mechanics[J].Physical Review, 1957,106(4):620-630.
[66] Jaynes E.T..Information Theory and Statistical Mechanics[J].Physical Review, 1957,108(2):171-190.
[67]霍映宝.CSI模型构建及其参数的GME的综合估计研究[D].南京理工大学博士学位论文,2004.
[68] Golan A.,Judge G.,Karp L.A Maximum Entropy Approach to Estimation and Inference in Dynamic Models or Counting Fish in the sea Using Maximum Entropy[J].Economic Dynamics and Control,1996(20):559-582.
[69] Golan A.,Judge G.,Miller D.Maximum Entropy Economics:Robust Estimation with Limited Data[M].New York:John Wiley and Sons,1996.
[70] Ludo M.K.,Peeters.Estimating a Random-Coefficient Sample-Selection Model Using Generalized Maximum Entropy[J].Economics Letters,2004(84):87-92.
[71] Paris,Quirino.Multicollinearity and Maximum Entropy Estimators[J].Economics Bulletin, 2001,3(11):1-9.
[72] Chen F.C..Back-propagation neural networks for nonlinear self-tuning adaptive control[J]. IEEE Control System Magazine, 1990(4):44-48.
[73]何毅.基于BP神经网络电容法刨花含水率测试仪的研究与开发[D].南京林业大学博士学位论文,2006.
[74]黄万杰.基于BP神经网络改进算法的库存控制策略[D].重庆大学硕士学位论文,2003.
[75]王万森.人工智能原理及其应用[M].北京:电子工业出版社,2000.
[76] Daglic,Schierholt K. Stock Market Prediction Using Different Neural Network Classification Architectures[C].IEEE/LAFE 1996 Conference on Computational Intelligence for Financial Engineering,1996.
[77]周斌.基于BP神经网络的内燃机排放性能建模与应用研究[D].西南交通大学博士学位论文,2004.
[78]徐迪,马大军,李元熹.神经元网络在股价预测中的应用[J].系统工程理论与实践, 1998,18(11):111-116.
[79]国质监总局质量管理司,清华大学中国企业研究中心.中国顾客满意指数指南[M].北京:中国编制出版社,2003.
[80]张继武.顾客满意度指数模型的比较与借鉴[J].经济论坛2006(20):92-94.
[81]刘新燕.构建新型顾客满意度指数模型——基于SCSB、ACSl、ECSl的分析[J].南开管理评论,2003(6):52-56.
[82]张新安,田澎,张列平.上海顾客满意指数测评模型研究[J].工业工程与管理,2002(5):29-33.
[83]林盛.基于PLS结构方程模型的服务行业顾客满意度测评方法及应用研究[D].天津大学博士学位论文,2003.
[84]张宇.顾客满意阈值及市场营销策略属性的离散估计[J].管理科学学报,2002(6): 63-66.
[85]刘玉敏,张晓丽,徐济超.顾客满意度测评的质量功能展开方法[J].系统工程理论与实践,2004(9): 20-27.
[86]王王海燕.关于在P-M模糊测度空间构建CSI测评体系的研究[D].南京理工大学博士学位论文,2003.
[87]安珣.面向顾客满意度改进决策的结构方程和影响图结合研究[D].天津大学博士学位论文,2006.
[88]金瑜.心理测量[M].上海:华东师范大学出版社,2001.
[89]罗晓光.基于购后行为的顾客满意度评价体系设计与顾客满意分析[D].哈尔滨工程大学博士学位论文,2006.
[90] Gregg G. Van Ryzin,Douglas Muzzio, Stephen Immerwahr,Lisa Gulick ,Eve Martinez. Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City[J].Public Administration Review,2004,64(3):331-341.
[91] Rojek D G, Clemente F, G F Summers. Community Satisfaction: A Study of Contentment with Local Services[J].Rural Sociology,1975(40):177-192.
[92] Gerson,Kathleen,C.Ann Stueve,Claude Fischer.Attachment to Place:Networks and Places[M].New York:The Free Press,1977.
[93] Baldassare,Mark.Residential Satisfaction and the Community Question[J]. Sociology and Social Research,1986,70 (2):139-142.
[94] Campus Outreach Opportunity League. Planning Community Service for your RSO——Five Critical Elements of Thoughtful Service[EB/OL]. http://www.stddev.siu.edu/docs/volunteer/RSOserviceguide.pdf,2008-03-07
[95] E.Heidi Bauer,Barbara Moskal,Joan Gosink,Juan Lucena,David Munoz. Faculty and Student Attitudes Toward Community Service: A Comparative Analysis[J].Journalof Engineering Education, 2007(4):129-140.
[96] Mr. Rosario Porpora. 2007 Community Satisfaction Survey Executive Summary of Results[R].April 2007.
[97] ANNUAL COMMUNITY SATISFACTION SURVEY 2004[R]. The Council’s Annual Report,10 August 2004.
[98] NEDLANDS Councils. CITY of NEDLANDS:COMMUNITY SATISFACTION SURVEY 2004[R].EXECUTIVE SUMMARY,2004.
[99]彭伟,张光进,张延滨.公共产品理论视角下的公众满意度结构[J].当代经理人,2005(16):235-236.
[100]刘贵忠,杨畅.公众满意:创新政府管理的价值引导[J].湖湘文化.2004(5):87-88.
[101]孙金富.上海市社区服务与发展指标体系研究[M].上海:上海社会科学院出版社,1992.
[102]陈向东.城市社区服务的评价指标体系及测算模型[J].科技进步与对策,2001(6):105-106
[103]李洪涛.城市居民的社区满意度及其对社区归属感的影响——对武汉市411位城市居民的调查与分析[D].华中科技大学硕士学位论文,2005.
[104]单菁菁.城市社区情感研究[D].中国社会科学院研究生院博士学位论文,2003.
[105]杨蓓蕾.面向发展质量的城市社区治理研究——以上海市相关社区为例[D].同济大学博士学位论文,2007.
[106]耿金花,高齐圣.基于联立方程的社区满意度模型[J].系统工程,2007,25(3):111-113.
[107]耿金花,王伟,高齐圣.基于主成分分析的社区评价体系研究[J].青岛大学学报(工程技术版),2007,22(1):87-90.
[108]耿金花,高齐圣,张嗣瀛.基于层次分析法和因子分析的社区满意度评价体系[J].系统管理学报,2007,16(6):673-677.
[109]耿金花,高齐圣,任敬喜,张嗣瀛.基于Logistic回归的社区满意度模型[J].控制与决策,2007,22(11):1305-1308.
[110]陈露君.居住小区环境评价初探——以上海市华阳街道为例[J].社会,2003(5):37-40.
[111]张燕文.绿色住区人居环境的综合评价指标体系[J].统计与决策,2006(9):62-63.
[112]武春友,常涛.生态社区综合评价指标体系的初步探讨[J].中国人口、资源与环境,2003,13(3):30-33.
[113]解瑞谦,刘军安,孙奕,卢祖洵.深圳市居民社区卫生满意度及排序评价[J].中国全科医学,2005,8(7):544-546.
[114]陈子敏,彭晓明,陈金华.顺德市社区卫生服务满意度评价[J].中国初级卫生保健,2002,16(1):21-22.
[115]张兰英.和谐社区物业管理评价体系初探[J].佳木斯大学学报(社会科学版),2006,24(4):36-37.
[116]蒋爱群,郑飞.城市居民社区服务需求调查[J].社区,2005(2):24-26.
[117]朝阳区统计信息网.2007年四季度居民满意度指数监测报告[EB/OL]. http://www.chystats.gov.cn/item/2008-02-14/100005194.html,2008-02-26.
[118]北京市社区公共服务信息网.右安门街道:以机关效能建设促街道全面工作[EB/OL].http://ft.bjcs.gov.cn/sqjs/sqjsAction.go?operate=view&lm=SQJS _JSJB &jbshj_id=556195, 2008-03-07.
[119]城乡调查在线. 2003年上海社区服务公众满意度报告[EB/OL]. http://www.cxmr.com/list.asp?id=746,2004-03-17.
[120] STRONZA A.Revealing the True Promise of Community-based Ecotourism:The Case of Posada Amazonas[C].Paper for Sustainable Development and Management of Ecotourism in the Americas Preparatory Conference for the International Year of Eco-tourism,1999.
[121] WOOD M E. Making the Global Challenge of Community Participation in Ecotourism: Case Studies &Lessons from Ecuador[R].Washington D C: The Nature Conservancy,1998.
[122] G.A.Hillery.Definition of Community[J].Rural Sociology,1955(2):111-123.
[123]徐永祥.社区发展论[M].上海:华东理工大学出版社,2000.
[124] Robert E. Park. Sociology and the Social Sciences: The Social Organism and theCollective Mind[J].American Journal of Sociology,1921,27(1):1-21.
[125] William R.,Catton, Jr. Foundations of Human Ecology[J]. Sociological Perspectives,1994,37(1):75-95.
[126]方琬丽.北京大学校长基金论文集[C].2003.
[127] David L Sills. International Encyclopedia of the Social Sciences[M]. New York: Macmillan,1968.
[128]邓肯·米切尔主编,蔡振物译.新社会学词典[M].上海:上海译文出版社,1987.
[129] Philip Selznick.The Moral Commonwealth[M]. Berkley: University of California Press, 1992: 357-371.
[130]费孝通.费孝通文集(第五卷)[M].北京:群言出版社,1998.
[131]周春辉.城市社区服务研究[D].东南大学硕士学位论文,2005.
[132]费孝通.费孝通社会学文集[M].天津:天津人民出版社,1985.
[133]郑杭生.社会学概论新编[M].北京:中国人民大学出版社,1991.
[134]吴铎.社区服务若干理论问题的探讨[J].中国社会工作,1997(6):32-35.
[135]袁方.中国社会结构转型——社会学家访谈丛书[M].北京:中国社会出版社,1998.
[136]人民网.民政部关于在全国推进城市社区建设的意见[EB/OL]. http://theory.people.com.cn/GB/40746/3491444.html,2000-11-03.
[137]娄成武,孙萍.社区管理[M].北京:高等教育出版社,2003
[138]中共中央办公厅和国务院办公厅23号文件,民政部关于在全国大力推进城市社区建设的意见[EB/OL]. http://www1.mca.gov.cn/artical/content/WJYL_SQJS/200491101216.html,2000-11.
[139]时正新,朱勇.中国社会福利与社会进步报告[M].北京:社会科学文献出版社,1998.
[140]田华.论中国社区服务前十年的发展轨迹[J].理论与实践,2007(11):87-89.
[141]法律图书馆.关于加快发展社区服务业的意见[EB/OL]. http://www.law-lib.com/law/law_view.asp?id=56708,1993-08-27.
[142]刘伟能.社区服务的理念、功能和特色[J].中国社会工作,1997,(2):7-9.
[143]晋江市民政局.社区服务的含义[EB/OL]. http://61.131.52.164:7061/mzj/mzyw/sqjs/20051014645046. shtml,2008-1-15.
[144]王思斌.社区工作概论[M].北京:高等教育出版社,1999.
[145]陈雅丽.国外社区服务相关研究综述[J].云南行政学院学报,2007(4):173-176.
[146] Richard Munt. Building community participation[J]. Stronger Families Learning Exchange Bulletin,2002(2):3-5.
[147]尤建新,陈强.以公众满意为导向的城市管理模式研究[J].公共管理学报,2004(2):53-57.
[148] Arnstein S.R..A Ladder of Citizen Participation[J].American Institute of Planners Journal,1995,35(4):216-224.
[149]张志军.试论工业城区开发利用社会资源发展社区服务的途径与方法[J].
[150]李亚平,于海.第三域的兴起[M].上海:复旦大学出版社,1998.
[151]中国标准化研究院.《社区服务指南》国家标准[EB/OL]. http://www.cnis.gov.cn/zdly/jcbzh/fw/yjcg/200706/t20070626_1867.shtml,2007-06-26.
[152]唐钧.关于城市社区服务理论思考[J].中国社会科学,1992(4).
[153]夏学銮.中国社区服务的内容体系、运行机制和其他[J].社会工作,1998(01):9-11.
[154]赵泽洪.论城市社区的现代功能:社区服务信息化[J].重庆大学学报(社会科学版),2004,8(1):118-119.
[155]李锋白.从基层社区入手进行社区信息化建设[EB/OL]. http://industry.ccidnet.com/art/1549/20060703/594445_1.html,2006-07-03.
[156] David Osborne and Ted Gaebler.Reinventing Government—how the entrepreneurial spirit is transforming the Public sector[M]. MA:Addison-Wesley publishing Company,1992.
[157]格罗鲁斯.服务管理与营销[M].北京:电子工业出版社,2002.
[158] Woodside, A.G., Frey, L. & Daly, R.T., Linking Service Quality, Customer Satisfaction and Behavioral Intention[J]. Journal of Health Care Marketing, 1989,9(4):5-17.
[159] Ruyter, K., Bloemer, J.& Peeters, P. Merging service quality and service satisfaction: An empirical test of an intergrative model[J].Journal of Economic Psychology,1997(18):387-406.
[160] Cronin, J.J. , Jr. & Taylor S.A., Measuring Service Quality: A Reexzmination and Extension[J]. Journal of Marketing,1992(56):55-68.
[161] Oliver, Richard L. A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goal, different Concepts,Advances in Service Marketing and Management[J].Research an Practice,1993(2):65-85.
[162] Anderson, E.W. , Mary Sullivan. The Antecedents and Consequences of Customer Satisfaction for Firms[J]. Marketing Science, 1993(1):125-143.
[163] Parasuraman, A., V.A. Zeithaml, L.L. Berry. Reassessment of Expectations as A Comparison Standard in Measuring Service Quality:Implications for Further Research [J].Journal of Marketing,1994(58):111-123.
[164] Anderson, Eugene W. , Fornel, Cales & Lehmann, Donald R.,Customer Satisfaction, Market Share and Profitability: Findings from Sweden[J].Journal of Marketing, 1994(58) :53-66.
[165]苏东水.管理心理学[M].上海:复旦大学出版社,1999.
[166]艾德里安·佩思.服务营销[M].北京:中国人民大学出版社,Pernticetall出版公司,1997:22-66.
[167] Parasuraman, A., Zeithaml ,V.A. &Berry , L.L. A Conceptual Model of Service Quality and Its Implications for Future Research[J].Journal of Marketing, 1985(49):41-50,99.
[168] Cronin J J Jr,Taylor S A.Measuring Service Quality:A Reexami-nation and Extension[J].Journal of Marketing,1992(56):63-64.
[169]韦福祥,顾客感知服务质量与顾客满意忠诚之互动关系[J].现代财经,2001(7):39-42.
[170]韦福祥,顾客感知服务质量与顾客满意相关关系实证研究[J].天津商学院学报,2003(1):21-25.
[171] Bolton, R. N. ,J. H. Drew.A Multistage Model of Customers Assessments of Service Quality and Value[J].Journal of Consumer Research, 1991(17):375-384.
[172] Ostrom , Lacobucci.Consumer trade-off and the evaluation of services[J]. Journal of Marketing, 1995,59(1):17-28.
[173] Zeithmal, Valarie A. Consumer Perceptions of Price,Quality,and Value:A Means-End Model and Synthesis of Evidence[J].Journal of Marketing, 1988,52(6):22-29.
[174] Parasuraman,Zeithaml,Berry.Delivering Quality Service - Balancing Customer Perceptions and Expectations [M].New York: The Free Press,1990.
[175] Monroe,K.B.Pricing-Making Profitable Decisions[M].New York:McGraw-Hill, 1991.
[176] Woodruff,R.B. .Customer value: the next source for competitive advantage[J]. Journal of the Academy of Marketing Science, 1997, 25(2):139-153.
[177] Ruyter, Wetzels, Lemmink, Mattson. The dynamics of the services delivery process:A value-based approach[J].International journal of Research in Marketing,1997,14(3):231-243.
[178] McDougall,Levesque.Customer Satisfaction with Services:Put Perceived Value into the Equation[J].Journal Services Marketing,2000,14(5):225-235.
[179] Bojanic D.C. Consumer perceptions of price, value and satisfaction in the hotel industry: an exploratory study [J]. Journal of Hospitality and Leisure Marketing, 1996, 4(1): 5-22.
[180]王永贵.服务质量、顾客满意与顾客价值的关系剖析——基于电信产业的整合框架[J].武汉理工大学学报,2002,15(6):579-587.
[181] Anderson R. . Consumer dissatisfaction: The effect of disconfirmed expectancy on perceived product performance[J]. Journal of Marketing Research, 1973,10(2):38-44.
[182]国质监总局质量管理司,清华大学中国企业研究中心.中国顾客满意指数指南[M].北京:中国编制出版社,2003.
[183]裴飞,汤万金,咸奎桐.顾客满意度研究与应用综述[J].企业管理,2006(10):4-7.
[184]刘燕.电子政务公众满意度测评理论、方法及应用研究[D].国防科技大学博士学位论文,2006.
[185] Tenenhaus M,Regression PLS et Applications[J].Revue de Statistique Appliquee, 1995,Vol.XLIII(1):7-63.
[186]柯惠新.因果关系模型的估计与检验[J].数理统计与管理,1991(2):23-28.
[187]苏州工业园区管理委员会.湖东社区开展服务满意度调查[EB/OL]. http://www.sipac.gov.cn/xwzx/yqzh/t20080108_26382.html,2008-1-8.
[188] Gronroos C. A service quality model and its marketing implication [J].European Journal of Marketing,1982,18(4):36-44.
[189] Tinbergen, Jan. On the Measurement of welfare [J].Journal of Econometrics, 1991,50(12): 7-13.
[190] Walters C. G..Consumer behavior: A integrated framework[M]. New York: Richard D. Irwin Inc, 1978.
[191] Fishbein.M.,Ajzen, L.Belif, attitude, intention, and behavior.An introduction to theory and research[M].MA:Addison–Wesley Publishing Company, 1975.
[192] Anderson, Eugene W., Mary W.Sullivan.The Antecedents and Consequences of Customer Satisfaction for Firms[J]. Marketing Science,1993(12):25-43.
[193] Anderson, Eugene W. ,Vikas Mittal.Strengthening the Satisfaction- Profit Chain[J].Journal of ServiceResearch, 2000,3 (2):107-120.
[194] Anderson E. W.,Fornell C.,Lehmann D.R..Customer satisfaction,market ahare, and profitability:findings from Sweden[J].Journal of Marketing, 1994(59):53-66.
[195]张伟兵.社区服务发展中“居民参与”问题的思考[J].科学·经济·社会, 2002,20(2):50-54.
[196]陈莹.中国城市社区建设中的公众参与[J].引进与咨询,2004(6):29-30.
[197]北京环保公众网.浅析社区参与[EB/OL]. http://www.bjee.org.cn/news/index.php?ID=14071,2008-03-10.
[198]王小章,冯婷.城市居民的社区参与意愿——对H市的一项问卷调查分析[J].浙江社会科学,2004(4):99-104.
[199]金羊网.广州居民很少利用社区便民服务[EB/OL]. http://www.ycwb.com/ycwb/2008-02/15/content_1790203.htm,2008-02-15.
[200]鄞州新闻网.江东个性化服务打造和谐社区[EB/OL]. http://yz.cnnb.com.cn/gb/node2/node4/node298/userobject1ai9128.html,2006-03-05.
[201] Albert O. Hirschman,Exit,Voice,and Loyalty: Responses to Decline in Firms,organizations and States [M]. Cambridge, MA: Harvard University Press, 1970.
[202]姜秀珍.新闻统计学[M].北京:新华出版社,1998.
[203]白冰,陈英.论网络媒介的受众调查方法[J].现代传播,2002,116(3):108-113.
[204]王海忠.顾客满意度调查的几个问题[J].市场与人口分析,1998,4(6): 27-29.
[205] Marcel van Birgelen, Ko de Ruyter, Ad de Jong. Customer Evaluation of after-sales service contact models: An empirical analysis of national culture’s consequences[J]. Intern Journal of Research in Marketing, 2002, 19(1): 43-64.
[206]李宏.试论网络媒体的统计和评估[J].新闻大学,2001(1):23-26.
[207]闵大洪.对网上问卷调查的认识与操作[EB/OL]. http://media.people.com.cn/GB/40628/3278424.html,2005-03-29.
[208]黄浦教育.问卷设计方法[EB/OL]. http://www.hpe.cn/ShowNews.asp?ArticleID=34307,2007-2-4.
[209]张立勤.受众概念的消解与网上调查的勃兴[EB/OL]. http://www.zijin.net/blog/user1/139/archives/2005/1512.shtml,2005-06-22.
[210]消费者调查网.定量调查,网上调查[EB/OL]. http://www.howtop.com/Survey_Means/Means_INDEX.asp,2008-03-14.
[211] Nunnally, J.C. Psychometric theory [M].New York: McGraw-Hill Book Company, 1978.
[212] Hayes, B.E. Measuring Customer Satisfaction (2nd edition)[M].Milwaukee: Quality Press,1997.
[213] Selltiz C, Wrightsman LS, Cook SW. Research Methods in Social Relations [M]. New York: Holt, Rinehart & Winston,1976.
[214] Donald B. Rubin. Multiple Imputation for Non response in surveys [M]. New York:John Wiley & Sons Inc,1987.
[215] Levitt Th. The Marketing [M]. New York: Free Press, 1986.
[216] Gale B.T., Wood R.C. Managing Customer Value [M]. New York: Free Press, 1994.
[217] Mittal V, Kumar P, Jain D. The non-linear and asymmetric nature of the satisfaction, &repurchase behavior, link [C]. The 9th Annual Advanced Research Techniques Forum of the American Marketing Association, Heystone, CO, 1998.
[218] Lowenstein M W. Customer Retention [M]. Milwaukee: ASQC Quality Press, 1995.
[219] Garver Ms. Data Mining Application in Customer Satisfaction Research [J]. Mark Res, 2002,14(1):8-17.
[220] Mittal V., Ross W T., Baldasare P M. The Asymmetric Impact of Negative and positive Attribute-level performance on overall Satisfaction and Repurchase, Intentions [J]. Journal of Marketing,1998,62(1): 33-47.
[221] Edward U. Bond III, Ross L. Fink. Customer satisfaction and the marketing-quality interface[J]. Journal of Business & Industrial Marketing. 2003,18(3): 204-218.
[222] Kano N., Seraku N., Takahashi F., Tsuji S. Attractive quality and must-be quality [J]. The Journal of the Japanese Society for Quality Control, 1984, 14(2): 39-48.
[223] Mittal, Vikas, William T. Ross, Patrick M. Baldasare.The Asymmetric Impact of Negative and Positive Attribute - Level Performance on Overall Satisfaction and Repurchase Intentions[J]. Journal of Marketing, 1998(62):33- 47.
[224]邹德强,赵平,李飞.顾客满意与忠诚的非线性关系研究:展望理论的解释[J].北京工商大学学报(社会科学版),2007, 22(5):77-82.
[225] Anderson, Eugene W. , Vikas Mittal.Strengthening the Satisfaction- Profit Chain[J]. Journal of Service Research, 2000,3 (2):107-120.
[226] Holland J H. Adaptation in Natural and Artificial Systems[M]. University of Michigan, Ann Arbor,MI, 1975:1-22.
[227] Goldberg D E. Genetic algorithms: in search optimization &machine learning[M]. MA:Addison-Wesley Publishing Company Inc, 1989:70-84.
[228] Y.W. Leung, F. Wang. An orthogonal genetic algorithm with quantization for global numerical optimization[J]. IEEE Transactions on Evolutionary Computation, 2001,5(1):41-53.
[229] M. Gen,R. Cheng.Genetic Algorithms and Engineering Design[M]. New York: Wiley, 1997.
[230] K. Chellapilla.Combining mutation operators in evolutionary programming[J]. IEEE Transactions on Evolutionary Computation,1998,2(3):91-96.
[231] Z. Michalewicz.Genetic Algorithms + Data Structures = Evolution Programs. Berlin, Germany: Springer-Verlag, 1994.
[232] J. Renders,H. Bersini.Hybridizing genetic algorithms with hill-climbing methods for global optimization: two possible ways[C].The First IEEE Conference on Evolutionary Computation, Orlando, FL: IEEE Press, 1994:312-317.
[233] J. Yen and B. Lee,“A simplex genetic algorithm hybrid,”in Proceedings of IEEEInternational Conference on Evolutionary Computation, Indianapolis, Indiana: IEEE Press, 1997: 175-180.
[234] P. Angelov.Supplementary crossover operator for genetic algorithms based on the center-of-gravity paradigm[J].Control and Cybernetics, 2001, 30(2):159-176.
[235] L. Wang.Intelligent Optimization Algorithms with Applications[M]. Beijing, China: Tsinghua University Press, 2001.
[236] X.M. Dai, Z.G. Chen, R. Feng, et al.Improved algorithm of pattern extraction based mutation approach to genetic algorithm[J]. Journal of Shanghai Jiaotong University, 2002,36(8):1158–1160.
[237] Schafer J.L.. Analysis of Incomplete Mulitivariate Data[M].London:Chapman & Hall,1997.
[238] Chin W W.PLS-Graph User’s Guide(Version 3.0)[CP].Houston,2001.
[239]吴建南,庄秋爽.“自下而上”评价政府绩效探索——“公民评议政府”的得失分析[J].理论与改革,2004(5):69-71.
[240] Pollitt,Christopher,Stephen Harrison.Handbook of Public Services Management [M].Coxford:Blackwell Publisher,1992.
[241] Lynch, T. ,Day, S.. Public Sector Performance Measurement[J].Public Administration Quarterly, 1996,19(4):404-419.
[242]俞明南,王艳耘,张彦聪.顾客满意度在政府服务中的应用[J].郑州航空工业管理学院学报,2005(12):109-112.
[243]吴建南,孔晓勇.以公众服务为导向的政府绩效改进分析[J].中国行政管理,2005(8):48-51.
[244]汤可可.利益、利益群体和利益组织[J].唯实,2002(8):138-141.
[245]赵泽洪.论城市社区的现代功能:社区服务信息化[J].重庆大学学报(社会科学版), 2002(1):118-119.
[246]庄承汶.广州市社区服务进入信息化阶段[J].中国民政,2002(03):49-50.
[247]费鹏,苏银娟,屠梅曾.上海市社区信息化建设对策研究[J].科技进步与对策,2002(7):49-50.
[248]杭州市民政局.杭州市社区服务信息化情况调查报告[EB/OL]. http://www.hzmz.gov.cn/0501/4232.htm,2006-10-10.
[249] J?佩帕德,P?罗兰著,高俊山译.业务流程再造精要[M].北京:中信出版社, 2003:191-205.
[2]中国发展门户网.“十一五”社区服务体系发展规划[EB/OL]. http://cn.chinagate.com.cn/economics/2007-11/09/content_9204253.htm,2008-02-27.
[3]李学举.一篇指导社区服务的重要文献[J].中国民政,2006(06):6-9.
[4]数字海曙.我区推行社区工作群众满意度指数测评[EB/OL]. http://www.haishu.gov.cn/info.asp?ID=2323, 2006-03-01.
[5]汉斯·范登·德尔,本·范·韦尔瑟芬.民主与福利经济学[M].北京:中国社会科学出版社,1999:29.
[6] Antony A. Vass.Law Enforcement in Community Service: Probation, Defence or Prosecution? [J]. Probation Journal,1980,27(4):114-117.
[7] George Brager, Harry Specht, James L. Torczyner. Community Organizing[M]. United States: Community organization, 1987.
[8] Hicks, C..Reluctant empiricists: community mental health nurses and the art of evidence-based praxis[J].Health and Social Care in the Community, 2002,10(4):287-298.
[9] J. Rothman.Strategies of Community Intervention(6th Edition)[M].Itasca IL:F. E. Peacock Publishers,2001.
[10]甘炳光,梁祖彬.社区工作:理论与实践[M].香港:香港中文大学出版社,1994.
[11] Robert P. Lane.The Field of Community Organization[C].Procedings of National Conference of Social Work,New York:Columbia University,1939.
[12] HW Dunham.Community and Schizophrenia: An Epidemiological Analysis [M]. Michigan:Wayne State University Press, 1965.
[13]徐永祥.社区工作[M].北京:高等教育出版社, 2004.
[14] M Delgado.Community social work practice in an urban context [M]. New York:Oxford University Press,2000.
[15]徐久刚.百尺竿头,还可更进一步——关于《社会工作概论》的若干问题[J].山西大学学报(哲学社会科学版), 2002,25(6):93-98.
[16] M.Bayley.Mental Handicapped and Community Care[M]. London: Routledge and Kegan Paul,1977.
[17] Adam Pavey,DemiPstsios.Formal and Infomal Community Care to Older Adults Comparative Analysis of the United States and Great Britain[J].Journal of Family and Economics Issues, 1999,20(3):271-299.
[18] Moroney,Robert M.Caring and Competent Caregivers[M].Georgia:The University of Georgia Press,1998.
[19] Pillemer,Karl,MacAdam,Margaret & Wolf,Rosalie S.Services to Families with Dependent Elders[J].Journal of Aging & Social Policy,1989(1):67-88.
[20] Fradkin, Loouise G.& Heath,Angela.Caregiving of Older adults[M]. California:ABC-CLIO Inc.,1992.
[21] Barresi,Charles M. & Stull, Donald E.Ethnicity and Long-term Care: AnOverview [M].New York:Springer Publishing Co.,1993.
[22] Brubaker,Timothy H., Brubaker,Ellie.Family Care of the Elderly in the United States:An issue of Gender Differences[M].California:SAGE Publications,1992.
[23] Sutcliffe, C.,Larner S.Counselling Carers of the Elderly at Home:A Preliminary Study[J].British Journal of Clinical Psychology,1988(27):177-178.
[24] Whitlatch C.,Zarit S.,Eye,A.V. Efficacy of Interventions with Caregivers:A reanalysis[J].The Grontoloist,1991(31):9-14.
[25] Jack Rothman.Social Work Practice[M]. New York: Columbia University Press, 1968.
[26] Taylor, S.H.,Roberts. Theory and practice of community social work[M].New York: Columbia University Press,1985.
[27] Weil M. O., Gamble D. N. Encyclopedia of Social Work (19th Edition) [M]. Washington D. C.: National Association of Social Workers,1995.
[28] Community Service Funding Program / Finance Dept(City of Temecula). Fiscal Year 2007-08 Community Service Funding Program Policy[EB/OL]. http://www.cityoftemecula.org/NR/rdonlyres/8C344751-46CB-4697-A70A-C442936BCB71/0/csdfundingprogram.pdf,2008-03-07.
[29]刘继同.中国城市社区实务模式研究——二十年来的发展脉络与理论框架[J].学术论坛,2003(4):117-122.
[30]杨团.社区公共服务论析[M].北京:华夏出版社,2002.
[31]李雪萍.社区服务指南[M].武汉:武汉出版社,2004.
[32]谭善勇.社区服务的走向及其发展方向[J].城市问题,1999(5):32-33.
[33]高灵芝.当前中国城市社区服务的基本定位与发展走向[J].甘肃社会科学,2004(3):111-114.
[34]重庆市计委课题组.重庆市社区服务业发展存在的问题和对策[J].重庆经济,2003(7):10-13.
[35]孙苑芳.对城市社区服务现存问题的思考[J].城市问题,2002,107(3):54-57.
[36]唐忠新.社区服务思路与方法[M].北京:北京机械工业出版社,2003.7.
[37]贾政.社区服务与社会保障[M].北京:中国劳动保障出版社,2001.
[38]刘岚芳.基于民众满意度的社会发展评价方法[D].首都经济贸易大学博士学位论文,2006.
[39]孙丽辉.顾客满意理论研究[J].东北师大学报(哲学社会科学版),2003(4):18-23.
[40]菲利普?科特勒著,梅汝,梅清豪,周安柱译.营销管理[M].北京:中国人民大学出版社, 2001.
[41] Derek R. Allen, Tanniru R. Rao. Analysis of customer satisfaction data [M]. Milwaukee:American Society for Quality Press,2000.
[42] Cardozo, Richard N. An Experimental Study of Consumer Effort,Expectation and Satisfaction[J].Journal of Marketing Reasearch,1965,2(8):244-249.
[43] Howard, John A.,Jagdish N. Sheth. The Theory of Buyer Behavior[M].New York: Wiley, 1969:27-28.
[44] Olson,Jerry C.,Philip Dover.Effect of Expectation Creation and Disconfirmation on Belief Elements of Cognitive Structure[J].Advances in ConsumerResearch,1976,3:168-175.
[45] Hempel,Donald J. The Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction.Cambridge[J].MA:Marketing Science Institue, 1977:7-9.
[46] Oliver, Richard L.Measurement and Evaluation of Satisfaction Processes in Retailing Setting[J].Journal of Retailing,1981,57(3):25-48.
[47] Churchill Gilber A Jr,Carol Superenant. An Investigation into the Determinants of Consumer Satisfaction[J].Journal of Marketing Research, 1982, 19(11):491-504.
[48] Tes,David K.,Wilton,Peter C.Models of Consumer Satisfaction Formation :An Extension[J].Journal of Marketing,1988,25(2):204-212.
[49] Fornell Claes.A National Customer Satisfaction Barometer:The Swedish Experience[J].Journal of Marketing,1992,56(1):6-20.
[50] Englel, James F.,Toger D.Blackwell,Paul W.Miniard. Consumer Behavior(7th Edition)[M].USA:Harcourt Broce Joranovich,College Publishers,The Dryden Press,1993.
[51] Parasuraman,A.,V.A.&Berry,L.L.The Nature and Determinations of Customer Expectations of Service[J].Journal of Academy of Marketing Science, 1993,21:1-12.
[52] Ostrom,Tacobucci. Consumer Trade-Offs and the Evaluation of Services[J]. Journal of Marketing,1995(1):17-28.
[53] Kotler,P. Marketing Manager,Analysis,Planning,Implementation and Control[M]. Harlow,England:Prentice-Hall,1997.
[54] Oliver R L. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions[J]. Journal of Marketing Research, 1980(17): 460-469.
[55] Olshavsky R,J A Miller.Consumer Expectation,Product Performance and Perceived Product Quality[J].Journal of Marketing Research,1972(9):19-21.
[56] Westbrook,Robert A.Intrapersonal Affective Influences on Consumer Satisfaction with Products[J].Journal of Consumer Research,1980(7):49-54.
[57] Oliver, R. L. ,DeSarbo, Wayne S. Response Determinants in Satisfaction Judgments[J]. Journal of Business Research, 1988(14):495-507.
[58] Huppertz, JW, Arenson,. S. J., &. Evans, R. H. An application of equity theory to buyer-seller exchange situations[J]. Journal of Marketing Research, 1978, 15(2):250-260.
[59] Oliver,R.L..Cognitive, Affective, and Attribute Bases of the Satisfaction Response[J].Journal of Consumer Research,1993(20):418-430.
[60] Heskett, James L.,Thomas O., Jones, Gary W., Loveman, W Earl, Sasser, Schlesinger,Leonard A.Putting the Service-Profit Chain to Work [J].Harvard Business Review, 1994(3-4):164-172.
[61]李自玲.结构方程模型的结构及PLS算法研究[D].武汉理工大学硕士学位论文,2006.
[62] Abdullah M.B.,Al-Nasser A.D.,Nooreha Husain.Evaluating functional relationship between image,customer satisfaction and customer loyalty usinggeneral maximum entropy[J].Total Quality Management,2000(11):826-829.
[63] Gefen D.,Straub D.,Boudreau M. C..Structual Equation Modeling and Regression:Guidelines for Research Practice[J].Communication of the Association for Information System(CAIS),2000,4(7):1-70.
[64] Chin W.W. PLS to LISREL as Principal Components Analysis 15 to Common Factor Ananlysis[J].Technology Studies,1995(2):315-319.
[65] Jaynes E.T..Information Theory and Statistical Mechanics[J].Physical Review, 1957,106(4):620-630.
[66] Jaynes E.T..Information Theory and Statistical Mechanics[J].Physical Review, 1957,108(2):171-190.
[67]霍映宝.CSI模型构建及其参数的GME的综合估计研究[D].南京理工大学博士学位论文,2004.
[68] Golan A.,Judge G.,Karp L.A Maximum Entropy Approach to Estimation and Inference in Dynamic Models or Counting Fish in the sea Using Maximum Entropy[J].Economic Dynamics and Control,1996(20):559-582.
[69] Golan A.,Judge G.,Miller D.Maximum Entropy Economics:Robust Estimation with Limited Data[M].New York:John Wiley and Sons,1996.
[70] Ludo M.K.,Peeters.Estimating a Random-Coefficient Sample-Selection Model Using Generalized Maximum Entropy[J].Economics Letters,2004(84):87-92.
[71] Paris,Quirino.Multicollinearity and Maximum Entropy Estimators[J].Economics Bulletin, 2001,3(11):1-9.
[72] Chen F.C..Back-propagation neural networks for nonlinear self-tuning adaptive control[J]. IEEE Control System Magazine, 1990(4):44-48.
[73]何毅.基于BP神经网络电容法刨花含水率测试仪的研究与开发[D].南京林业大学博士学位论文,2006.
[74]黄万杰.基于BP神经网络改进算法的库存控制策略[D].重庆大学硕士学位论文,2003.
[75]王万森.人工智能原理及其应用[M].北京:电子工业出版社,2000.
[76] Daglic,Schierholt K. Stock Market Prediction Using Different Neural Network Classification Architectures[C].IEEE/LAFE 1996 Conference on Computational Intelligence for Financial Engineering,1996.
[77]周斌.基于BP神经网络的内燃机排放性能建模与应用研究[D].西南交通大学博士学位论文,2004.
[78]徐迪,马大军,李元熹.神经元网络在股价预测中的应用[J].系统工程理论与实践, 1998,18(11):111-116.
[79]国质监总局质量管理司,清华大学中国企业研究中心.中国顾客满意指数指南[M].北京:中国编制出版社,2003.
[80]张继武.顾客满意度指数模型的比较与借鉴[J].经济论坛2006(20):92-94.
[81]刘新燕.构建新型顾客满意度指数模型——基于SCSB、ACSl、ECSl的分析[J].南开管理评论,2003(6):52-56.
[82]张新安,田澎,张列平.上海顾客满意指数测评模型研究[J].工业工程与管理,2002(5):29-33.
[83]林盛.基于PLS结构方程模型的服务行业顾客满意度测评方法及应用研究[D].天津大学博士学位论文,2003.
[84]张宇.顾客满意阈值及市场营销策略属性的离散估计[J].管理科学学报,2002(6): 63-66.
[85]刘玉敏,张晓丽,徐济超.顾客满意度测评的质量功能展开方法[J].系统工程理论与实践,2004(9): 20-27.
[86]王王海燕.关于在P-M模糊测度空间构建CSI测评体系的研究[D].南京理工大学博士学位论文,2003.
[87]安珣.面向顾客满意度改进决策的结构方程和影响图结合研究[D].天津大学博士学位论文,2006.
[88]金瑜.心理测量[M].上海:华东师范大学出版社,2001.
[89]罗晓光.基于购后行为的顾客满意度评价体系设计与顾客满意分析[D].哈尔滨工程大学博士学位论文,2006.
[90] Gregg G. Van Ryzin,Douglas Muzzio, Stephen Immerwahr,Lisa Gulick ,Eve Martinez. Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City[J].Public Administration Review,2004,64(3):331-341.
[91] Rojek D G, Clemente F, G F Summers. Community Satisfaction: A Study of Contentment with Local Services[J].Rural Sociology,1975(40):177-192.
[92] Gerson,Kathleen,C.Ann Stueve,Claude Fischer.Attachment to Place:Networks and Places[M].New York:The Free Press,1977.
[93] Baldassare,Mark.Residential Satisfaction and the Community Question[J]. Sociology and Social Research,1986,70 (2):139-142.
[94] Campus Outreach Opportunity League. Planning Community Service for your RSO——Five Critical Elements of Thoughtful Service[EB/OL]. http://www.stddev.siu.edu/docs/volunteer/RSOserviceguide.pdf,2008-03-07
[95] E.Heidi Bauer,Barbara Moskal,Joan Gosink,Juan Lucena,David Munoz. Faculty and Student Attitudes Toward Community Service: A Comparative Analysis[J].Journalof Engineering Education, 2007(4):129-140.
[96] Mr. Rosario Porpora. 2007 Community Satisfaction Survey Executive Summary of Results[R].April 2007.
[97] ANNUAL COMMUNITY SATISFACTION SURVEY 2004[R]. The Council’s Annual Report,10 August 2004.
[98] NEDLANDS Councils. CITY of NEDLANDS:COMMUNITY SATISFACTION SURVEY 2004[R].EXECUTIVE SUMMARY,2004.
[99]彭伟,张光进,张延滨.公共产品理论视角下的公众满意度结构[J].当代经理人,2005(16):235-236.
[100]刘贵忠,杨畅.公众满意:创新政府管理的价值引导[J].湖湘文化.2004(5):87-88.
[101]孙金富.上海市社区服务与发展指标体系研究[M].上海:上海社会科学院出版社,1992.
[102]陈向东.城市社区服务的评价指标体系及测算模型[J].科技进步与对策,2001(6):105-106
[103]李洪涛.城市居民的社区满意度及其对社区归属感的影响——对武汉市411位城市居民的调查与分析[D].华中科技大学硕士学位论文,2005.
[104]单菁菁.城市社区情感研究[D].中国社会科学院研究生院博士学位论文,2003.
[105]杨蓓蕾.面向发展质量的城市社区治理研究——以上海市相关社区为例[D].同济大学博士学位论文,2007.
[106]耿金花,高齐圣.基于联立方程的社区满意度模型[J].系统工程,2007,25(3):111-113.
[107]耿金花,王伟,高齐圣.基于主成分分析的社区评价体系研究[J].青岛大学学报(工程技术版),2007,22(1):87-90.
[108]耿金花,高齐圣,张嗣瀛.基于层次分析法和因子分析的社区满意度评价体系[J].系统管理学报,2007,16(6):673-677.
[109]耿金花,高齐圣,任敬喜,张嗣瀛.基于Logistic回归的社区满意度模型[J].控制与决策,2007,22(11):1305-1308.
[110]陈露君.居住小区环境评价初探——以上海市华阳街道为例[J].社会,2003(5):37-40.
[111]张燕文.绿色住区人居环境的综合评价指标体系[J].统计与决策,2006(9):62-63.
[112]武春友,常涛.生态社区综合评价指标体系的初步探讨[J].中国人口、资源与环境,2003,13(3):30-33.
[113]解瑞谦,刘军安,孙奕,卢祖洵.深圳市居民社区卫生满意度及排序评价[J].中国全科医学,2005,8(7):544-546.
[114]陈子敏,彭晓明,陈金华.顺德市社区卫生服务满意度评价[J].中国初级卫生保健,2002,16(1):21-22.
[115]张兰英.和谐社区物业管理评价体系初探[J].佳木斯大学学报(社会科学版),2006,24(4):36-37.
[116]蒋爱群,郑飞.城市居民社区服务需求调查[J].社区,2005(2):24-26.
[117]朝阳区统计信息网.2007年四季度居民满意度指数监测报告[EB/OL]. http://www.chystats.gov.cn/item/2008-02-14/100005194.html,2008-02-26.
[118]北京市社区公共服务信息网.右安门街道:以机关效能建设促街道全面工作[EB/OL].http://ft.bjcs.gov.cn/sqjs/sqjsAction.go?operate=view&lm=SQJS _JSJB &jbshj_id=556195, 2008-03-07.
[119]城乡调查在线. 2003年上海社区服务公众满意度报告[EB/OL]. http://www.cxmr.com/list.asp?id=746,2004-03-17.
[120] STRONZA A.Revealing the True Promise of Community-based Ecotourism:The Case of Posada Amazonas[C].Paper for Sustainable Development and Management of Ecotourism in the Americas Preparatory Conference for the International Year of Eco-tourism,1999.
[121] WOOD M E. Making the Global Challenge of Community Participation in Ecotourism: Case Studies &Lessons from Ecuador[R].Washington D C: The Nature Conservancy,1998.
[122] G.A.Hillery.Definition of Community[J].Rural Sociology,1955(2):111-123.
[123]徐永祥.社区发展论[M].上海:华东理工大学出版社,2000.
[124] Robert E. Park. Sociology and the Social Sciences: The Social Organism and theCollective Mind[J].American Journal of Sociology,1921,27(1):1-21.
[125] William R.,Catton, Jr. Foundations of Human Ecology[J]. Sociological Perspectives,1994,37(1):75-95.
[126]方琬丽.北京大学校长基金论文集[C].2003.
[127] David L Sills. International Encyclopedia of the Social Sciences[M]. New York: Macmillan,1968.
[128]邓肯·米切尔主编,蔡振物译.新社会学词典[M].上海:上海译文出版社,1987.
[129] Philip Selznick.The Moral Commonwealth[M]. Berkley: University of California Press, 1992: 357-371.
[130]费孝通.费孝通文集(第五卷)[M].北京:群言出版社,1998.
[131]周春辉.城市社区服务研究[D].东南大学硕士学位论文,2005.
[132]费孝通.费孝通社会学文集[M].天津:天津人民出版社,1985.
[133]郑杭生.社会学概论新编[M].北京:中国人民大学出版社,1991.
[134]吴铎.社区服务若干理论问题的探讨[J].中国社会工作,1997(6):32-35.
[135]袁方.中国社会结构转型——社会学家访谈丛书[M].北京:中国社会出版社,1998.
[136]人民网.民政部关于在全国推进城市社区建设的意见[EB/OL]. http://theory.people.com.cn/GB/40746/3491444.html,2000-11-03.
[137]娄成武,孙萍.社区管理[M].北京:高等教育出版社,2003
[138]中共中央办公厅和国务院办公厅23号文件,民政部关于在全国大力推进城市社区建设的意见[EB/OL]. http://www1.mca.gov.cn/artical/content/WJYL_SQJS/200491101216.html,2000-11.
[139]时正新,朱勇.中国社会福利与社会进步报告[M].北京:社会科学文献出版社,1998.
[140]田华.论中国社区服务前十年的发展轨迹[J].理论与实践,2007(11):87-89.
[141]法律图书馆.关于加快发展社区服务业的意见[EB/OL]. http://www.law-lib.com/law/law_view.asp?id=56708,1993-08-27.
[142]刘伟能.社区服务的理念、功能和特色[J].中国社会工作,1997,(2):7-9.
[143]晋江市民政局.社区服务的含义[EB/OL]. http://61.131.52.164:7061/mzj/mzyw/sqjs/20051014645046. shtml,2008-1-15.
[144]王思斌.社区工作概论[M].北京:高等教育出版社,1999.
[145]陈雅丽.国外社区服务相关研究综述[J].云南行政学院学报,2007(4):173-176.
[146] Richard Munt. Building community participation[J]. Stronger Families Learning Exchange Bulletin,2002(2):3-5.
[147]尤建新,陈强.以公众满意为导向的城市管理模式研究[J].公共管理学报,2004(2):53-57.
[148] Arnstein S.R..A Ladder of Citizen Participation[J].American Institute of Planners Journal,1995,35(4):216-224.
[149]张志军.试论工业城区开发利用社会资源发展社区服务的途径与方法[J].
[150]李亚平,于海.第三域的兴起[M].上海:复旦大学出版社,1998.
[151]中国标准化研究院.《社区服务指南》国家标准[EB/OL]. http://www.cnis.gov.cn/zdly/jcbzh/fw/yjcg/200706/t20070626_1867.shtml,2007-06-26.
[152]唐钧.关于城市社区服务理论思考[J].中国社会科学,1992(4).
[153]夏学銮.中国社区服务的内容体系、运行机制和其他[J].社会工作,1998(01):9-11.
[154]赵泽洪.论城市社区的现代功能:社区服务信息化[J].重庆大学学报(社会科学版),2004,8(1):118-119.
[155]李锋白.从基层社区入手进行社区信息化建设[EB/OL]. http://industry.ccidnet.com/art/1549/20060703/594445_1.html,2006-07-03.
[156] David Osborne and Ted Gaebler.Reinventing Government—how the entrepreneurial spirit is transforming the Public sector[M]. MA:Addison-Wesley publishing Company,1992.
[157]格罗鲁斯.服务管理与营销[M].北京:电子工业出版社,2002.
[158] Woodside, A.G., Frey, L. & Daly, R.T., Linking Service Quality, Customer Satisfaction and Behavioral Intention[J]. Journal of Health Care Marketing, 1989,9(4):5-17.
[159] Ruyter, K., Bloemer, J.& Peeters, P. Merging service quality and service satisfaction: An empirical test of an intergrative model[J].Journal of Economic Psychology,1997(18):387-406.
[160] Cronin, J.J. , Jr. & Taylor S.A., Measuring Service Quality: A Reexzmination and Extension[J]. Journal of Marketing,1992(56):55-68.
[161] Oliver, Richard L. A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goal, different Concepts,Advances in Service Marketing and Management[J].Research an Practice,1993(2):65-85.
[162] Anderson, E.W. , Mary Sullivan. The Antecedents and Consequences of Customer Satisfaction for Firms[J]. Marketing Science, 1993(1):125-143.
[163] Parasuraman, A., V.A. Zeithaml, L.L. Berry. Reassessment of Expectations as A Comparison Standard in Measuring Service Quality:Implications for Further Research [J].Journal of Marketing,1994(58):111-123.
[164] Anderson, Eugene W. , Fornel, Cales & Lehmann, Donald R.,Customer Satisfaction, Market Share and Profitability: Findings from Sweden[J].Journal of Marketing, 1994(58) :53-66.
[165]苏东水.管理心理学[M].上海:复旦大学出版社,1999.
[166]艾德里安·佩思.服务营销[M].北京:中国人民大学出版社,Pernticetall出版公司,1997:22-66.
[167] Parasuraman, A., Zeithaml ,V.A. &Berry , L.L. A Conceptual Model of Service Quality and Its Implications for Future Research[J].Journal of Marketing, 1985(49):41-50,99.
[168] Cronin J J Jr,Taylor S A.Measuring Service Quality:A Reexami-nation and Extension[J].Journal of Marketing,1992(56):63-64.
[169]韦福祥,顾客感知服务质量与顾客满意忠诚之互动关系[J].现代财经,2001(7):39-42.
[170]韦福祥,顾客感知服务质量与顾客满意相关关系实证研究[J].天津商学院学报,2003(1):21-25.
[171] Bolton, R. N. ,J. H. Drew.A Multistage Model of Customers Assessments of Service Quality and Value[J].Journal of Consumer Research, 1991(17):375-384.
[172] Ostrom , Lacobucci.Consumer trade-off and the evaluation of services[J]. Journal of Marketing, 1995,59(1):17-28.
[173] Zeithmal, Valarie A. Consumer Perceptions of Price,Quality,and Value:A Means-End Model and Synthesis of Evidence[J].Journal of Marketing, 1988,52(6):22-29.
[174] Parasuraman,Zeithaml,Berry.Delivering Quality Service - Balancing Customer Perceptions and Expectations [M].New York: The Free Press,1990.
[175] Monroe,K.B.Pricing-Making Profitable Decisions[M].New York:McGraw-Hill, 1991.
[176] Woodruff,R.B. .Customer value: the next source for competitive advantage[J]. Journal of the Academy of Marketing Science, 1997, 25(2):139-153.
[177] Ruyter, Wetzels, Lemmink, Mattson. The dynamics of the services delivery process:A value-based approach[J].International journal of Research in Marketing,1997,14(3):231-243.
[178] McDougall,Levesque.Customer Satisfaction with Services:Put Perceived Value into the Equation[J].Journal Services Marketing,2000,14(5):225-235.
[179] Bojanic D.C. Consumer perceptions of price, value and satisfaction in the hotel industry: an exploratory study [J]. Journal of Hospitality and Leisure Marketing, 1996, 4(1): 5-22.
[180]王永贵.服务质量、顾客满意与顾客价值的关系剖析——基于电信产业的整合框架[J].武汉理工大学学报,2002,15(6):579-587.
[181] Anderson R. . Consumer dissatisfaction: The effect of disconfirmed expectancy on perceived product performance[J]. Journal of Marketing Research, 1973,10(2):38-44.
[182]国质监总局质量管理司,清华大学中国企业研究中心.中国顾客满意指数指南[M].北京:中国编制出版社,2003.
[183]裴飞,汤万金,咸奎桐.顾客满意度研究与应用综述[J].企业管理,2006(10):4-7.
[184]刘燕.电子政务公众满意度测评理论、方法及应用研究[D].国防科技大学博士学位论文,2006.
[185] Tenenhaus M,Regression PLS et Applications[J].Revue de Statistique Appliquee, 1995,Vol.XLIII(1):7-63.
[186]柯惠新.因果关系模型的估计与检验[J].数理统计与管理,1991(2):23-28.
[187]苏州工业园区管理委员会.湖东社区开展服务满意度调查[EB/OL]. http://www.sipac.gov.cn/xwzx/yqzh/t20080108_26382.html,2008-1-8.
[188] Gronroos C. A service quality model and its marketing implication [J].European Journal of Marketing,1982,18(4):36-44.
[189] Tinbergen, Jan. On the Measurement of welfare [J].Journal of Econometrics, 1991,50(12): 7-13.
[190] Walters C. G..Consumer behavior: A integrated framework[M]. New York: Richard D. Irwin Inc, 1978.
[191] Fishbein.M.,Ajzen, L.Belif, attitude, intention, and behavior.An introduction to theory and research[M].MA:Addison–Wesley Publishing Company, 1975.
[192] Anderson, Eugene W., Mary W.Sullivan.The Antecedents and Consequences of Customer Satisfaction for Firms[J]. Marketing Science,1993(12):25-43.
[193] Anderson, Eugene W. ,Vikas Mittal.Strengthening the Satisfaction- Profit Chain[J].Journal of ServiceResearch, 2000,3 (2):107-120.
[194] Anderson E. W.,Fornell C.,Lehmann D.R..Customer satisfaction,market ahare, and profitability:findings from Sweden[J].Journal of Marketing, 1994(59):53-66.
[195]张伟兵.社区服务发展中“居民参与”问题的思考[J].科学·经济·社会, 2002,20(2):50-54.
[196]陈莹.中国城市社区建设中的公众参与[J].引进与咨询,2004(6):29-30.
[197]北京环保公众网.浅析社区参与[EB/OL]. http://www.bjee.org.cn/news/index.php?ID=14071,2008-03-10.
[198]王小章,冯婷.城市居民的社区参与意愿——对H市的一项问卷调查分析[J].浙江社会科学,2004(4):99-104.
[199]金羊网.广州居民很少利用社区便民服务[EB/OL]. http://www.ycwb.com/ycwb/2008-02/15/content_1790203.htm,2008-02-15.
[200]鄞州新闻网.江东个性化服务打造和谐社区[EB/OL]. http://yz.cnnb.com.cn/gb/node2/node4/node298/userobject1ai9128.html,2006-03-05.
[201] Albert O. Hirschman,Exit,Voice,and Loyalty: Responses to Decline in Firms,organizations and States [M]. Cambridge, MA: Harvard University Press, 1970.
[202]姜秀珍.新闻统计学[M].北京:新华出版社,1998.
[203]白冰,陈英.论网络媒介的受众调查方法[J].现代传播,2002,116(3):108-113.
[204]王海忠.顾客满意度调查的几个问题[J].市场与人口分析,1998,4(6): 27-29.
[205] Marcel van Birgelen, Ko de Ruyter, Ad de Jong. Customer Evaluation of after-sales service contact models: An empirical analysis of national culture’s consequences[J]. Intern Journal of Research in Marketing, 2002, 19(1): 43-64.
[206]李宏.试论网络媒体的统计和评估[J].新闻大学,2001(1):23-26.
[207]闵大洪.对网上问卷调查的认识与操作[EB/OL]. http://media.people.com.cn/GB/40628/3278424.html,2005-03-29.
[208]黄浦教育.问卷设计方法[EB/OL]. http://www.hpe.cn/ShowNews.asp?ArticleID=34307,2007-2-4.
[209]张立勤.受众概念的消解与网上调查的勃兴[EB/OL]. http://www.zijin.net/blog/user1/139/archives/2005/1512.shtml,2005-06-22.
[210]消费者调查网.定量调查,网上调查[EB/OL]. http://www.howtop.com/Survey_Means/Means_INDEX.asp,2008-03-14.
[211] Nunnally, J.C. Psychometric theory [M].New York: McGraw-Hill Book Company, 1978.
[212] Hayes, B.E. Measuring Customer Satisfaction (2nd edition)[M].Milwaukee: Quality Press,1997.
[213] Selltiz C, Wrightsman LS, Cook SW. Research Methods in Social Relations [M]. New York: Holt, Rinehart & Winston,1976.
[214] Donald B. Rubin. Multiple Imputation for Non response in surveys [M]. New York:John Wiley & Sons Inc,1987.
[215] Levitt Th. The Marketing [M]. New York: Free Press, 1986.
[216] Gale B.T., Wood R.C. Managing Customer Value [M]. New York: Free Press, 1994.
[217] Mittal V, Kumar P, Jain D. The non-linear and asymmetric nature of the satisfaction, &repurchase behavior, link [C]. The 9th Annual Advanced Research Techniques Forum of the American Marketing Association, Heystone, CO, 1998.
[218] Lowenstein M W. Customer Retention [M]. Milwaukee: ASQC Quality Press, 1995.
[219] Garver Ms. Data Mining Application in Customer Satisfaction Research [J]. Mark Res, 2002,14(1):8-17.
[220] Mittal V., Ross W T., Baldasare P M. The Asymmetric Impact of Negative and positive Attribute-level performance on overall Satisfaction and Repurchase, Intentions [J]. Journal of Marketing,1998,62(1): 33-47.
[221] Edward U. Bond III, Ross L. Fink. Customer satisfaction and the marketing-quality interface[J]. Journal of Business & Industrial Marketing. 2003,18(3): 204-218.
[222] Kano N., Seraku N., Takahashi F., Tsuji S. Attractive quality and must-be quality [J]. The Journal of the Japanese Society for Quality Control, 1984, 14(2): 39-48.
[223] Mittal, Vikas, William T. Ross, Patrick M. Baldasare.The Asymmetric Impact of Negative and Positive Attribute - Level Performance on Overall Satisfaction and Repurchase Intentions[J]. Journal of Marketing, 1998(62):33- 47.
[224]邹德强,赵平,李飞.顾客满意与忠诚的非线性关系研究:展望理论的解释[J].北京工商大学学报(社会科学版),2007, 22(5):77-82.
[225] Anderson, Eugene W. , Vikas Mittal.Strengthening the Satisfaction- Profit Chain[J]. Journal of Service Research, 2000,3 (2):107-120.
[226] Holland J H. Adaptation in Natural and Artificial Systems[M]. University of Michigan, Ann Arbor,MI, 1975:1-22.
[227] Goldberg D E. Genetic algorithms: in search optimization &machine learning[M]. MA:Addison-Wesley Publishing Company Inc, 1989:70-84.
[228] Y.W. Leung, F. Wang. An orthogonal genetic algorithm with quantization for global numerical optimization[J]. IEEE Transactions on Evolutionary Computation, 2001,5(1):41-53.
[229] M. Gen,R. Cheng.Genetic Algorithms and Engineering Design[M]. New York: Wiley, 1997.
[230] K. Chellapilla.Combining mutation operators in evolutionary programming[J]. IEEE Transactions on Evolutionary Computation,1998,2(3):91-96.
[231] Z. Michalewicz.Genetic Algorithms + Data Structures = Evolution Programs. Berlin, Germany: Springer-Verlag, 1994.
[232] J. Renders,H. Bersini.Hybridizing genetic algorithms with hill-climbing methods for global optimization: two possible ways[C].The First IEEE Conference on Evolutionary Computation, Orlando, FL: IEEE Press, 1994:312-317.
[233] J. Yen and B. Lee,“A simplex genetic algorithm hybrid,”in Proceedings of IEEEInternational Conference on Evolutionary Computation, Indianapolis, Indiana: IEEE Press, 1997: 175-180.
[234] P. Angelov.Supplementary crossover operator for genetic algorithms based on the center-of-gravity paradigm[J].Control and Cybernetics, 2001, 30(2):159-176.
[235] L. Wang.Intelligent Optimization Algorithms with Applications[M]. Beijing, China: Tsinghua University Press, 2001.
[236] X.M. Dai, Z.G. Chen, R. Feng, et al.Improved algorithm of pattern extraction based mutation approach to genetic algorithm[J]. Journal of Shanghai Jiaotong University, 2002,36(8):1158–1160.
[237] Schafer J.L.. Analysis of Incomplete Mulitivariate Data[M].London:Chapman & Hall,1997.
[238] Chin W W.PLS-Graph User’s Guide(Version 3.0)[CP].Houston,2001.
[239]吴建南,庄秋爽.“自下而上”评价政府绩效探索——“公民评议政府”的得失分析[J].理论与改革,2004(5):69-71.
[240] Pollitt,Christopher,Stephen Harrison.Handbook of Public Services Management [M].Coxford:Blackwell Publisher,1992.
[241] Lynch, T. ,Day, S.. Public Sector Performance Measurement[J].Public Administration Quarterly, 1996,19(4):404-419.
[242]俞明南,王艳耘,张彦聪.顾客满意度在政府服务中的应用[J].郑州航空工业管理学院学报,2005(12):109-112.
[243]吴建南,孔晓勇.以公众服务为导向的政府绩效改进分析[J].中国行政管理,2005(8):48-51.
[244]汤可可.利益、利益群体和利益组织[J].唯实,2002(8):138-141.
[245]赵泽洪.论城市社区的现代功能:社区服务信息化[J].重庆大学学报(社会科学版), 2002(1):118-119.
[246]庄承汶.广州市社区服务进入信息化阶段[J].中国民政,2002(03):49-50.
[247]费鹏,苏银娟,屠梅曾.上海市社区信息化建设对策研究[J].科技进步与对策,2002(7):49-50.
[248]杭州市民政局.杭州市社区服务信息化情况调查报告[EB/OL]. http://www.hzmz.gov.cn/0501/4232.htm,2006-10-10.
[249] J?佩帕德,P?罗兰著,高俊山译.业务流程再造精要[M].北京:中信出版社, 2003:191-205.
© 2004-2018 中国地质图书馆版权所有 京ICP备05064691号 京公网安备11010802017129号 地址：北京市海淀区学院路29号 邮编：100083 电话：办公室：(+86 10)66554848；文献借阅、咨询服务、科技查新：66554700 |