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Article
Publication date: 1 February 2001

Judith Ann Chapman

Focuses on the work of managers in new forms of organisations which are flexible, horizontally integrated, and decentralised. Although much has been written about managers…

34273

Abstract

Focuses on the work of managers in new forms of organisations which are flexible, horizontally integrated, and decentralised. Although much has been written about managers, including their roles, functions, and skills, the organisational context is changing, and new perspectives are needed. A process perspective is a way of understanding the work of managers in these contexts. The paper suggests two pivotal management processes, the exercise of judgment and the use of influence, through which managers add value to more general organisational processes. Some directions for research are suggested and a classroom exercise for introducing graduate students to this topic area is outlined.

Details

Journal of Management Development, vol. 20 no. 1
Type: Research Article
ISSN: 0262-1711

Keywords

Article
Publication date: 1 January 2006

Judith Ann Chapman and Genevieve Lovell

The purpose of this paper is to advance discussion of the efficacy of the current Australian competency training framework for credentialing and preparing front‐line employees for…

8469

Abstract

Purpose

The purpose of this paper is to advance discussion of the efficacy of the current Australian competency training framework for credentialing and preparing front‐line employees for the hospitality and tourism industry.

Design/methodology/approach

Discussion focuses on the hospitality service encounter and the skills and competencies needed by front‐line employees to satisfy customers. Attributes different meanings to the term “skill” and explains how skill is conceptualized within the Australian competency framework. Illustrates this with examples.

Findings

Argues that the competency framework largely excludes key skills and attitudinal factors needed for competent performance, while emphasizing limited procedural skills at minimal levels of performance. Suggests that, due to its complexity and high staff turnover, the industry needs a more robust approach to credentialing and training its workforce.

Research limitations/implications

Focus is on issues confronting the hospitality and tourism industry in Australia. May be useful for comparison purposes for those interested in training and service delivery systems. Implies that research is needed on the nexus between the service encounter and the competencies needed by employees.

Practical implications

Suggests approaches to developing industry and organizational capacity in three areas: analysis and review of skills; professional approach to job selection and placement; strategic approach to developing employees and supervisors in front‐line positions.

Originality/value

Clearly identifies shortcomings in the current framework. Links the service encounter with skills and competencies. Provides diagnostic questions for senior management to review their attitudes towards developing junior staff.

Details

International Journal of Contemporary Hospitality Management, vol. 18 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 1 February 2002

Judith Ann Chapman

This article presents a framework for planned change processes that are transformational in nature. The framework provides a clear alternative to traditional approaches in…

22238

Abstract

This article presents a framework for planned change processes that are transformational in nature. The framework provides a clear alternative to traditional approaches in organisation development (OD) which are generally suited to situations where smaller scale or incremental adjustments are required. It is structured around three core issues in organisational change management: the nature of organisations and what constitutes an improvement to them, appropriate strategies for levering change, and change agent roles. In the framework, special emphasis is placed on attitudes, beliefs and values as the key change levers in an organisational transformation. The usefulness and power of the framework are illustrated by a case analysis of a successful intervention involving over 50 consultants and a large number of organisations. The article concludes with a discussion of processes supportive of successful transformational change.

Details

Leadership & Organization Development Journal, vol. 23 no. 1
Type: Research Article
ISSN: 0143-7739

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Article
Publication date: 1 September 2002

Ann Chapman and Owen Massey

The current need for performance measurement and quality targets for services to users requires suitable performance indicators for libraries to use. This paper looks at the…

2177

Abstract

The current need for performance measurement and quality targets for services to users requires suitable performance indicators for libraries to use. This paper looks at the self‐assessment audit tool for catalogue quality developed by UKOLN in collaboration with Essex libraries. For the tool a checklist of errors was drawn up, which can then be used to assess the quality of records within a catalogue using a sample of library stock. The tool can be used to assess the quality of catalogue records for monographs and non‐book materials (but not serials), for complete collections or parts of collections and for records created at different periods. This paper describes the tool and the process of making the assessment and reports on the results of the pilot study carried out at the University of Bath library in 2000.

Details

Library Management, vol. 23 no. 6/7
Type: Research Article
ISSN: 0143-5124

Keywords

Article
Publication date: 1 December 2001

Judith Ann Chapman and Tania Ferfolja

This paper is concerned with the relationship between poor learning processes and the acquisition of imperfect mental models, and their consequences in workplace situations which…

1654

Abstract

This paper is concerned with the relationship between poor learning processes and the acquisition of imperfect mental models, and their consequences in workplace situations which are hazardous. Seven different factors which may influence mental models to become flawed are proposed. The links between these flaws and three recent Australian industrial disasters are then explored. The paper concludes by discussing the benefits of a greater understanding of poor learning processes as a basis for more focused and contextualised approaches to organisational development.

Details

Journal of Intellectual Capital, vol. 2 no. 4
Type: Research Article
ISSN: 1469-1930

Keywords

Article
Publication date: 1 February 1990

Support sought for changes to copyright law EIIA members have been asked to support a change in the copyright laws to permit some ‘fair use’ copying of software. A proposal is…

Abstract

Support sought for changes to copyright law EIIA members have been asked to support a change in the copyright laws to permit some ‘fair use’ copying of software. A proposal is likely to go to the European Commission this month. Meanwhile, Memoranda of Mutal Understanding have been signed with the United States' HA and Japan's JICOA, to co‐operate in activities such as supporting the free flow of information.

Details

The Electronic Library, vol. 8 no. 2
Type: Research Article
ISSN: 0264-0473

Content available
Article
Publication date: 1 September 1999

46

Abstract

Details

Interlending & Document Supply, vol. 27 no. 3
Type: Research Article
ISSN: 0264-1615

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Article
Publication date: 1 May 2003

David Owen

Describes the work of the UK’s Share the Vision and the need to consider those who are visually impaired when planning library services. Draws attention to sources of advice and…

650

Abstract

Describes the work of the UK’s Share the Vision and the need to consider those who are visually impaired when planning library services. Draws attention to sources of advice and information on this topic.

Details

Library Management, vol. 24 no. 3
Type: Research Article
ISSN: 0143-5124

Keywords

Article
Publication date: 27 February 2009

Jon Hendricks and Jason L. Powell

The purpose of this paper is to contextualise the need for a social theory of ageing. For a long time, social gerontology has been accused of being “data rich but theory poor”…

1353

Abstract

Purpose

The purpose of this paper is to contextualise the need for a social theory of ageing. For a long time, social gerontology has been accused of being “data rich but theory poor”. The paper reviews this and maps out the importance of research themes of social theory and sets the scene for the articles that have used social theory in an innovative way to shed light on international experiences of ageing.

Design/methodology/approach

The paper is an introduction to the collection. It mainly is a literature review of key theoretical ideas and trends on social theory and ageing.

Findings

The paper points to how different dimensions of social theory are internationalised across USA, Israel, UK and Europe. The use of theory in an informed manner gives intellectual respectability to empirical research in social gerontology.

Originality/value

The paper is original in that it points to the gaps in social gerontology in terms of theoretical development. It sets the scene for the very original papers on social theory that is assessed by different levels: macro, messo and micro forms of theoretical analysis of ageing.

Details

International Journal of Sociology and Social Policy, vol. 29 no. 1/2
Type: Research Article
ISSN: 0144-333X

Keywords

Content available
69

Abstract

Details

Library Review, vol. 49 no. 7
Type: Research Article
ISSN: 0024-2535

Keywords

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