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The retail structure of the People’s Republic of China has been undergoing rapid changes since the implementation of the economic reform. Examines the socioeconomic factors which determine the performance of retailing enterprises measured by their sales per employee at the provincial level by using a data set of 30 provinces over eight years (1985‐1992). Obtains the following empirical results: per capita national income, stores per capita, average real wage and mobility are significant factors accounting for the variations in the performance; test statistics show that the implementation of the 1988 austerity programme has altered the retail structure significantly.

This paper studies which aggregate socio‐economic factors determine the long run entry and exit process of the retail sector at the provincial level by using a data set of 30 provinces over eight years (1985–1992). The following results are obtained: (1) All predictor variables, especially population growth rate, average wage rate and employees per store, have statistically significant effects on the entry and exit process. Per capita national income, store per capita, average wage, mobility are significant in accounting for the variations in sales per store. (2) The 1988 austerity programme only affected the short run variable, sales per store but not the long run variable, store per capita. This suggests that the short run recession induced by the austerity programme could not affect the long term trend of the retail sector.

The distribution system in China has been undergoing rapid changes since the implementation of the economic reform in late 1978. The relative performance of the major players in distribution, namely state enterprises, collective enterprises and private businesses has had significant changes. The private sector has been the winner in terms of market share and efficiency. In addition to the entrepreneurial spirit and operational efficiency of the private sector, argues that there are two other important factors accounting for its success. The first determining factor is the relaxation of government policy which has legalized and fostered the development of the sector. The second factor is the change in consumption patterns during the reform. Less staple food but more consumer goods and services are purchased than in the past. These change have further contributed to the booming of the private sector in the distribution system.

This chapter studies the technical efficiencies of Chinese airports by using a meta-frontier production function model which accounts for airports in different regions accessing different technologies. Our empirical results show that the technical efficiency scores of airports and provincial output in the coastal region are higher than their counterparts in the inland region. However, the technical efficiency scores of airports and provincial output in inland region are steadily increasing while the counterparts of airports and provincial output in coastal region are slowly declining. In addition, our analysis of provincial efficiency changes shows that airport productivity has a positive and statistically significant effect on the technical changes of provincial output. Our results partially confirm the success of the government policy of promoting airport construction and development in the western inland region.

Service quality has become an important area for competition among Chinese carriers. This paper focuses on studying the relationship between customer satisfaction measured by customer complaints and their expectation of the on-time performance of Chinese carriers and how the customer complaints affect the financial performance of carriers. By using a quarterly balanced panel data set covering six large listed carriers, the empirical results show that an increase in actual on-time performance reduces customer complaints. However, an increase in expected on-time performance significantly raises customer complaints. An increase in customer complaint reduces the yield measured as revenue per revenue ton kilometer (RTK) of carriers.

It has often been said that a great part of the strength of Aslib lies in the fact that it brings together those whose experience has been gained in many widely differing fields but who have a common interest in the means by which information may be collected and disseminated to the greatest advantage. Lists of its members have, therefore, a more than ordinary value since they present, in miniature, a cross‐section of institutions and individuals who share this special interest.

The purpose of this paper is to examine the key practical factors that confront global businesses as they attempt to improve all aspects of their operations including emerging areas of the customer experience. The paper focuses on the way various organisational capabilities such as information systems/information technology have been adopted in order to provide an enhanced operational and strategic control over key areas of business.

The paper adopts a case‐based participation observation study which explores the global operations of a major restaurant brand. This approach enables it to explore several concepts which examine the behaviour of global operations at a time of major change.

The paper has focused on the application of change principles in the restaurant and hospitality industry and its importance for business performance and marketing strategy. The paper shows how adapting business strategy to incorporate key cultural sensitivities can pay major dividends for organisations. This strategy appears to be contrary to the general approach of standardisation adopted by other franchises in this key market sector.

It will be necessary to increase the range of this research to ensure any real certainty regarding its implications.

The paper identifies a number of interesting changes to preconceived ideas of standardising product portfolios in the restaurant sector. It shows the need for a balanced “mix” of menu products to satisfy local and national requirements.