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This paper aims to extend the current research on zone of tolerance (ZOT) and its antecedents, to the context of business-to-business (B2B) professional services from both client and service firms’ perspectives, with a modified ZOT framework including five client and service firms attributes as antecedents of desired (DSL) and adequate (ASL) service levels. Prior research on zone of tolerance (ZOT) and its antecedents mostly focuses on business-to-consumer services and customers’ perspective. The authors address these gaps with a modified ZOT framework with five attributes of client and service firms as antecedents of customer expectations, namely, desired service level (DSL) and adequate service level (ASL), for business-to-business (B2B) professional services.

A combination of qualitative (focus groups) and quantitative (online survey) research methods with managers of professional audit firms and their clients, using a reduced AUDITQUAL instrument with 39 items and seven dimensions.

Professional firm size and fee premium have a positive effect on DSL; service tenure positively influences both DSL and ASL; client firm size has a negative effect on DSL; both client and service firm sizes positively moderate each other’s influence on the DSL; and DSL positively influences ASL.

The authors study a single B2B professional service (audit) in a single city (Hong Kong) from a single perspective (customers) that may limit the generalizability of the findings. Future research should validate the findings for other B2B professional services in diverse locations and also include service providers’ expectations and perceptions.

Managers in professional service firms should understand the factors influencing different levels of expectations for their customers and develop suitable strategies (e.g. customer education and employee training) to manage these expectations more effectively.

The authors extend current research on customer expectations and ZOT by identifying five unique attributes of professional service and client firms and testing their roles as antecedents of adequate and DSLs using AUDITQUAL instrument.

This paper aims to extend the intercultural service encounters (ICSE) framework using role theory and information asymmetry perspective, to hypothesize differences in the strength of many relationships based on service role (customers versus employees).

The paper presents the results of a field‐experiment with 204 restaurant employees and 241 customers in Hong Kong using a service failure scenario and photographs of Western versus Asian customers to manipulate perceived cultural distance.

Perceived cultural distance has a stronger negative effect on inter‐role congruence, interaction comfort has a stronger positive effect on perceived service level and inter‐role congruence on adequate service level, for customers versus employees. Intercultural competence has a stronger positive effect on inter‐role congruence for employees versus customers, and it moderates the influence of perceived cultural distance on interaction comfort and inter‐role congruence.

This paper reports the findings from a field‐experiment study using an imaginary service failure scenario in a restaurant setting with ethnic Chinese customers and employees in Hong Kong, which may not be generalizable to other contexts.

The findings highlight the need to recognize and manage the differences in the expectations and perceptions of service customers and employees, and the importance of inter‐cultural competence in managing intercultural service encounters.

The study extends the original ICSE framework by highlighting important differences between customers and employees in the strength of various relationships.

To explore the interactions between branch libraries and a new main library, in the area of technology equipment and services.

Following an introduction which highlights the major elements in place at UNLV Libraries for networking and equipment, each branch situation is described and evaluated.

The advantages of UNLV Libraries' philosophical approach to consistent patron access at all points of service are found to be substantial, and include regular equipment and software upgrades, as well as systems expertise. The major disadvantage proves to be flexibility in approaching patron needs.

Provides a philosophical basis and concrete examples of branch efforts to provide adequate technology and services to their patrons.

Useful to branch librarians making a case for enhanced resources, or discussing possible configurations of responsibility regarding technology equipment and services.

Purpose: For deaf people who use American Sign Language (ASL), including cancer survivors, there are documented reports of difficulties in accessing and understanding health information. More than five years ago, a local breast cancer knowledge study with deaf signers found that only 23% of this sample cited the Internet as a source of health information. More research is needed to understand the current trends of a nationwide adult sample of deaf people’s experience with seeking and understanding health information across technology-mediated platforms.

Methodology/Approach: The Health Information National Trends Survey in American Sign Language survey included sections on health status, Internet use, and social media. We used several approaches to recruit deaf people across the USA, including Hawaii, Alaska, and Puerto Rico. The survey was administered online, in person, or through videophone. Following data cleaning, we conducted multiple logistic regression analyses, controlling for demographic factors associated with eHealth-seeking behaviors. The outcome variables of interest were Internet use and sharing health information on social media.

Findings: A total of 713 deaf people in USA (M = 49 years old; SD = 19) provided informed consent and took the survey. Half of the participants had a college degree. Twenty percent of the sample included those who self-identified as lesbian, gay, or bisexual and 38% who were people of color. White, educated, or younger deaf adults were more likely to cite the Internet as the first source of health information. Although all sub-groups were comparable in using social media, younger or ASL/English bilingual deaf adults were more likely to actively share health information through social media. While perceived trust in health information on the Internet did not differ across subgroups within the deaf sample, frustration in finding and understanding information was strongly linked to increasing age as well as those who prefer using ASL only. Users of YouTube for health-related information were likely to be younger or female.

Conclusions: Deaf users of eHealth information are diverse in terms of language usage, which affects their perception of accessing and using health information across technology-mediated platforms. While using YouTube for health appears to be accessible to deaf people, further improvements are needed to make health information sharing through social media inclusive of people who prefer ASL only. The addition of multimodal delivery features (text, audio, and video) in social networking sites has the strong potential to improve health information access and inclusion for all groups, including deaf ASL users. To make online health information inclusive of all groups, materials need to be accessible and easy to understand by all groups.

Deafness and hearing impairments have a very interesting and ancient history. The term hearing impairments is used here to refer to any dysfunction of the hearing organ, regardless of the etiology, degree of hearing loss, and service provision implications. The history of hearing impairments can be traced back to centuries before Christ (BC). For instance, around 1000 BC a Hebrew law provided those with deafness and hearing impairments limited rights to own property and marry. Nonetheless, although this law protected people with hearing impairments from being cursed and maltreated by others, it did not grant them full participation in rituals of the temple (ASLInfo, 2010). People with hearing impairments were considered to be “subnormal” by great philosophers of that time. For instance, between 427 and 347 BC, Plato's philosophy of innate intelligence was the vogue. It claimed that all intelligence was present at birth. Therefore, all people were born with ideas and languages in their minds and required only time to demonstrate their outward sign of intelligence through speech. People with hearing impairments could not speak and were therefore considered incapable of rational thoughts and ideas. Indeed in 355 BC Aristotle was reported to have claimed that those who were born deaf would become stupid and incapable of reason. According to him, people with hearing impairments could not be educated because without the ability to hear, people could not learn. Greek which was spoken in his society was considered the perfect language and all people who did not speak Greek including people with deafness were considered Barbarians (ASLInfo, 2010).

Purpose – The purpose of this article is to investigate how effectively the library meets the research needs of deaf and hard of hearing students. Design/methodology/approach – The study was conducted by an anonymous survey investigating students' use, awareness and comfort level with the library and its resources. The survey was followed up with a small focus group comprised of volunteer deaf and hard of hearing students in the Deaf Studies and Deaf Education program at Lamar University. Findings – A variety of communication options should be available for deaf and hard of hearing patrons to contact librarians for assistance. Librarians need to establish clear and effective lines of communication to ensure these patrons are aware of library services relevant to their needs. Making the effort to establish communication with deaf and hard of hearing patrons encourages their use of the library by demonstrating that the library is interested in serving their needs. Research limitations/implications – This is a review of the literature concerning collaboration and cannot contain every example of library and writing center collaboration. Practical implications – Librarians can use the findings in this article to create a more welcoming environment for their deaf and hard of hearing patrons. Originality/value – There is a scarcity in the library literature of studies examining the research needs of deaf and hard of hearing patrons. This article is of value to librarians looking for ways to better meet these patrons' research needs.

The world revolves around sound. Children who are deaf/hard of hearing (D/HH) lack access to sound, thus need careful monitoring and planning to ensure they have access to adequate language models and supports to develop a strong language foundation. It is this foundation that is needed to ensure D/HH children are able to achieve developmental and academic milestones. Research is emerging to suggest specific intervention strategies that can be used to support D/HH children from birth throughout their educational career. In this chapter, we highlight several strategies that can be used to support communication, language, academic, and social/emotional growth. We freely admit that this is in no way a comprehensive and exhaustive list, but rather only scratches the surface. The field of deaf education and related research and technology is constantly changing. To ensure adequate educational access, it is highly recommended that a professional specialized in hearing loss be a part of the educational team any time a child is identified as having any degree or type of hearing loss.

In a context where healthcare systems have to face multiple challenges, the development of a methodology that combines new managerial approaches could contribute to pursue and achieve multiple objectives. Inside the research stream that intends to combine health lean management (HLM) and clinical risk management (CRM), the purpose of this paper is to study the significant features that characterize HLM projects obtaining patient safety improvements (L&S projects).

The novelty of the research implies to adopt qualitative research methodology, analyzing in-depth case studies. L&S projects at different organizational levels have been selected from the same hospital. Following a research protocol, data have been collected through semi-structured interviews and they have been triangulated studying reports and archival documentation.

Comparing the three cases, it emerges that HLM can be a support for CRM since safety improvements can be achieved solving organizational issues. Analyzing the significant features of the three cases, relevant differences have been highlighted among them. At the end, first indications useful for achieving safety improvements from lean project implementation have been grasped.

This research provides a preliminary contribution to a new research stream that aims to develop a synergic methodology combining HLM and CRM. The first provided indications can be followed by hospital managers who wish to learn how to implement projects achieving patient safety improvements besides efficiency enhancement. After testing and exploiting the obtained results, a new methodology should be developed moving toward a safer and more sustainable healthcare system.

The education of deaf and hard of hearing (d/DHH) students is largely dependent on the preferred mode of communication. Historically, the mode of communication for d/DHH students was determined by society rather than by students and families. This resulted in divisiveness between the Deaf culture and proponents of oral communication. The adoption of IDEA allowed family participation in the decision-making process. Advances in technology increased student access to sound, resulting in more educational placement options. Despite the positive changes, the complex nature of hearing loss and the wide variety in cultural considerations have made it difficult to determine the best approach to deaf education. Thus, educators and providers are left in a conundrum of which version of “traditional” deaf education is best for students.