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Article
Publication date: 22 September 2020

Katrien Steenmans, Rosalind Malcolm and Alison Clarke

Abstract

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Journal of Property, Planning and Environmental Law, vol. 12 no. 3
Type: Research Article
ISSN: 2514-9407

Article
Publication date: 1 April 1985

Raymond G. McInnis

Dr. Benjamin Spock's advice to parents has been commented on and analyzed by many authors. In this article, Raymond G. McInnis outlines some of the major themes found in…

Abstract

Dr. Benjamin Spock's advice to parents has been commented on and analyzed by many authors. In this article, Raymond G. McInnis outlines some of the major themes found in the criticism of Baby and Child Care, and cites important works on the subject.

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Reference Services Review, vol. 13 no. 4
Type: Research Article
ISSN: 0090-7324

Article
Publication date: 14 October 2010

Kay Whitehead and Kay Morris Matthews

In this article we focus on two women, Catherine Francis (1836‐1916) and Dorothy Dolling (1897‐ 1967), whose lives traversed England, New Zealand and South Australia. At…

Abstract

In this article we focus on two women, Catherine Francis (1836‐1916) and Dorothy Dolling (1897‐ 1967), whose lives traversed England, New Zealand and South Australia. At the beginning of this period the British Empire was expanding and New Zealand and South Australia had much in common. They were white settler societies, that is ‘forms of colonial society which had displaced indigenous peoples from their land’. We have organised the article chronologically so the first section commences with Catherine’s birth in England and early life in South Australia, where she mostly inhabited the world of the young ladies school, a transnational phenomenon. The next section investigates her career in New Zealand from 1878 where she led the Mount Cook Infant’s School in Wellington and became one of the colony’s first renowned women principals. We turn to Dorothy Dolling in the third section, describing her childhood and work as a university student and tutor in New Zealand and England. The final section of our article focuses on the ways in which both women have been represented in the national memories of Australia and New Zealand. In so doing, we show that understandings about nationhood are also transnational, and that writing about Francis and Dolling reflects the shifting relationships between the three countries in the twentieth century.

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History of Education Review, vol. 39 no. 2
Type: Research Article
ISSN: 0819-8691

Keywords

Article
Publication date: 1 September 2003

Sue Bower and Tracey Warrington

Abstract

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The Journal of Adult Protection, vol. 5 no. 3
Type: Research Article
ISSN: 1466-8203

Article
Publication date: 17 July 2007

Gareth Smith, Alison Smith and Alison Clarke

The purpose of the study is to report on an in‐depth exploration of service quality in an Information Technology service department in a Higher Education Institute (HEI…

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Abstract

Purpose

The purpose of the study is to report on an in‐depth exploration of service quality in an Information Technology service department in a Higher Education Institute (HEI) and to evaluate the instrument used.

Design/methodology/approach

The study surveys customers using the SERVQUAL instrument, which is one of the most widely used and applied scales for the measurement of perceived service quality.

Findings

A focused and rigorous examination of customers' views of the importance of the service elements is provided. The study confirmed previous research that the application of SERVQUAL in the public sector can produce different service quality dimensions from those found in private sector services. It was also found that the service quality gaps, and the relative importance of the five dimensions of service quality, were the same for students and staff, albeit with some specific differences. Reliability was the most important dimension for all customers and the greatest improvement in service quality would be achieved through improved service reliability.

Practical implications

The implications of these findings for the department are discussed, together with the value of SERVQUAL to the public sector, in general, and Higher Education, in particular, in assisting with improvement of services. Further research at the HEI which would benefit the department is identified as well as a broader project to survey service provision and approaches to quality measurement across HEIs.

Originality/value

In an increasingly consumerist environment, a serious approach to service quality can only enhance the reputation of HEIs which address the area in a coherent and consistent manner. This study details a useful approach.

Details

Quality Assurance in Education, vol. 15 no. 3
Type: Research Article
ISSN: 0968-4883

Keywords

Content available
Article
Publication date: 11 May 2021

Tanya Fitzgerald

101

Abstract

Details

History of Education Review, vol. 50 no. 1
Type: Research Article
ISSN: 0819-8691

Article
Publication date: 31 May 2013

Les Bright, Alison Clarke and Gillian Dalley

The research reported here aims to explore the problems facing individuals searching for information about available options in choosing care services.

Abstract

Purpose

The research reported here aims to explore the problems facing individuals searching for information about available options in choosing care services.

Design/methodology/approach

It presents data drawn from an on‐line survey, follow‐up telephone calls and a focus group, which reveals the preferences people have in searching for information about care services and the difficulties encountered.

Findings

It finds that people need information but find it complicated, unwieldy and inaccessible. In addition to using on‐line sources, they value person‐to‐person contact and information tailored to meet their specific needs.

Research limitations/implications

This study is original in raising issues and presenting findings that open up the topic of information in care decision‐making. While it relies on a self‐reporting survey and the direct participation of a small number of subjects, future research based on random sampling and a larger sample of subjects would enable these findings to be tested more thoroughly.

Practical implications

High quality, accurate information is an essential element in enabling individuals to make appropriate choices about the care they seek for themselves or their loved ones. Service providers, councils and commercial undertakings each have a part to play in facilitating that choice.

Social implications

This research highlights issues that confront both information searcher and provider, making recommendations about overcoming them. The concept of individual choice is a cornerstone of social policy but findings reveal the complexity facing individuals, providers and practitioners in making this a reality.

Originality/value

The importance of information in making decisions about care is under‐researched; this study raises issues and presents findings which open the topic for further exploration.

Details

Working with Older People, vol. 17 no. 2
Type: Research Article
ISSN: 1366-3666

Keywords

Abstract

Details

Crisis Communications Management
Type: Book
ISBN: 978-1-78756-615-6

Content available
Article
Publication date: 17 July 2007

John Dalrymple

356

Abstract

Details

Quality Assurance in Education, vol. 15 no. 3
Type: Research Article
ISSN: 0968-4883

Article
Publication date: 1 July 1962

We very much regret to announce the resignation from the Aslib staff of Miss Jean Leslie, our Publications Officer since September 1956. Miss Leslie takes with her the…

Abstract

We very much regret to announce the resignation from the Aslib staff of Miss Jean Leslie, our Publications Officer since September 1956. Miss Leslie takes with her the best wishes of the membership to her new appointment as Publications Manager of the Embroiderers' Guild.

Details

Aslib Proceedings, vol. 14 no. 7
Type: Research Article
ISSN: 0001-253X

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