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Concerns customer service/quality in service sector organizations. Presents definitions and determinants of service quality together with a review of a number of research projects, completed in the Manchester School of Management, which focus on the measurement of service quality. Describes assessments which have been carried out in several industries, considering the opinions of managers, employees and external customers, and provides evidence of various service quality gaps. The final section comprises a discussion of some of the problems relating to the rating scales/measurement techniques used, and emphasizes the caution which is necessary in interpretation of research data. Concluding comments address the continuing research agenda.
Banks and other financial services providers are increasinglydeveloping service quality initiatives. In this article some of theresearch literature on service quality is…
Banks and other financial services providers are increasingly developing service quality initiatives. In this article some of the research literature on service quality is considered to include definitions, determinants and measurement of quality. Attention is also given to research applications which focus on management, employee and customer perspectives. In addition, a number of continuing service quality concerns are highlighted, relating to changing customer expectations, the need for an integrated approach to service quality and the development of service quality measurement tools.
This paper gives a review of the finite element techniques (FE)applied in the area of material processing. The latest trends in metalforming, non‐metal forming and powder…
This paper gives a review of the finite element techniques (FE) applied in the area of material processing. The latest trends in metal forming, non‐metal forming and powder metallurgy are briefly discussed. The range of applications of finite elements on the subjects is extremely wide and cannot be presented in a single paper; therefore the aim of the paper is to give FE users only an encyclopaedic view of the different possibilities that exist today in the various fields mentioned above. An appendix included at the end of the paper presents a bibliography on finite element applications in material processing for the last five years, and more than 1100 references are listed.
Quality in the service sector is of increasing concern to both academics and practitioners. Previously published material is reviewed and attention is focused on the importance of people and internal marketing in the changing environment of service industries, definitions and measurement of service quality, and the service quality/customer care programmes presently being developed and implemented.
The purpose of this paper is to reframe the debate about the tension between management control and employee empowerment by drawing on a theory of paradox. Reframing the…
The purpose of this paper is to reframe the debate about the tension between management control and employee empowerment by drawing on a theory of paradox. Reframing the problem in this way draws attention to the variety of ways in which organisations can attend to both control and empowerment simultaneously.
The authors undertake a conceptual examination of the relationship between empowerment and control using a paradox theory lens. First, the authors bring together two dimensions of empowerment – structural empowerment and psychological empowerment – and combine them to produce three new empowerment “scenarios”: illusory empowerment, obstructed empowerment and authentic empowerment. For each of these three scenarios, the central tenets of paradox theory are applied in order to explain the nature of the paradoxical tension, anticipated behavioural responses and the resulting challenges for ongoing management control.
The authors find that neither structural nor psychological empowerment alone can account for variation in behavioural responses to management control. The conceptual analysis highlights the interplay of socio-ideological control and systems of accountability in generating psychological empowerment and demonstrates that this does not come at a cost to management control but instead results in a reduction in the scale and scope of ongoing challenges.
This paper contributes a new theoretical perspective on the classic problem of tension between management control and employee empowerment. Rather than positioning control and empowerment either as a managerial choice or dialectic, the authors identify three different ways in which organisations can engage with both paradoxical elements simultaneously.
Heat transfer across the metal‐mould interface has been modelled by a generalized equation referred to as the Lewis‐Ransing Correlation. It has been shown that the spatial…
Heat transfer across the metal‐mould interface has been modelled by a generalized equation referred to as the Lewis‐Ransing Correlation. It has been shown that the spatial as well as temporal variation of the interfacial heat transfer coefficient can be optimally designed to achieve a desired solidification pattern. The technique has been validated on two practical examples achieving a complex solidification pattern.
Grounded in Critical Youth Studies and English education scholarship that examines the consequences of conceptions of adolescence on English teachers’ thinking about…
Grounded in Critical Youth Studies and English education scholarship that examines the consequences of conceptions of adolescence on English teachers’ thinking about pedagogy, this chapter highlights two ways English teacher educators can facilitate pre-service English teachers’ interrogation of dominant discourses of adolescence/ts so they might be better positioned to create pedagogical practices aligned with more comprehensive understandings of secondary students. The first focuses on teaching a Youth Lens in the context of a Young Adult Literature course, an approach that helps future teachers learn about adolescence as a construct and the linkages between this idea and English pedagogy. The second focuses on integrating youth into English teacher education coursework as guest speakers on a range of English and schooling practices whereby they are “re-positioned” as experts and contributors to English teacher education. Together, these points of intervention provide ways to re-position youth systemically throughout English teacher education programs.
The importance of service quality as an indicator of customersatisfaction and organisational performance is widely acknowledged andhas led to a major research thrust which…
The importance of service quality as an indicator of customer satisfaction and organisational performance is widely acknowledged and has led to a major research thrust which has focused on a number of industries within the service sector. Some of the research relating to defining and measuring service quality is reviewed and a number of suggestions are made as to how measurement instruments such as SERVQUAL might be improved.
A small-scale study was conducted to qualitatively explore the “lived experiences” of persons who remarried between the ages of 55 and 75. Improved life expectancy, high…
A small-scale study was conducted to qualitatively explore the “lived experiences” of persons who remarried between the ages of 55 and 75. Improved life expectancy, high divorce rates, increased odds of being widowed over time, and the need for intimate relationships across the lifespan are some of the factors associated with a recent increase in remarriage rates of older adults. While demographic trends indicate that repartnering in the later years will likely become more common, little is known about remarriage in the “young-old” years.
The study included in-depth, semistructured interviews with 11 newlyweds (seven females, four males) who had remarried between the ages of 55 and 75. Word-for-word transcripts were qualitatively analyzed through a process of open coding and constant comparison to identify salient themes related to the original research question “What is the transition to remarriage experience like for adults aged 55–75?”
Five themes emerged from the analysis of participant interviews: positive orientation toward remarriage, practical/pragmatic view of the union, desire for companionship, recognition of others’ feelings, and willingness to adapt.
The findings were salient to a small group of “young-old,” white, middle-class males and females from the Midwest and are not meant to be generalizable. The results can serve as a basis for further research and understanding of romantic relationships and repartnering across the life course.
This study helps to fill the gap that exists in the current literature related to romantic relationships and remarriage in the “young-old” years of life.