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Article
Publication date: 11 December 2007

Richard Wistow

This paper provides an overview of the national child and adolescent mental health service (CAMHS) mapping exercise, the workforce data reported in the mapping between…

Abstract

This paper provides an overview of the national child and adolescent mental health service (CAMHS) mapping exercise, the workforce data reported in the mapping between 2003 and 2006, and how this data relates to current policy. The paper will first outline key issues within current CAMHS workforce policy and provide an introduction to the mapping process itself in order to establish the context in which the findings from the mapping exercises are being presented. The mapping is carried out by Durham University on behalf of the Department of Health. Core trend data is provided on the growth and development of the specialist CAMHS.

Details

The Journal of Mental Health Training, Education and Practice, vol. 2 no. 4
Type: Research Article
ISSN: 1755-6228

Keywords

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Case study
Publication date: 20 January 2017

Mohanbir Sawhney, Ben Cooley, Jeff Crouse, James Dougan, Jh Johnson, John Johnson, Kumar Venkataraman, Shun Zhang and Andrew Malkin

Chris Barnett, director of global business solutions for Rand McNally, was deliberating how Rand McNally should respond to the emergence of wireless technologies for its…

Abstract

Chris Barnett, director of global business solutions for Rand McNally, was deliberating how Rand McNally should respond to the emergence of wireless technologies for its traditional business of providing static maps and route-planning services. As maps became electronic, interactive, mobile, and enhanced with value-added features, Rand McNally's mapping business was gravely threatened. The opportunities for Rand McNally weren't obvious, and the pace at which wireless technology would disrupt its traditional business was also unclear. Barnett was considering three opportunities: syndicate Rand McNally's brand and mapping content to popular Web sites, become a provider of value-added services to businesses, or focus on automobile manufacturers and try to forge relationships for providing in-car mapping services.

To discuss organizational design, potential responses to disruptive technologies, and market opportunity analysis in order to identify the kind of technology, organizational, and sales force restructuring required to align Rand McNally's organization with the new environment.

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Article
Publication date: 8 February 2018

Asbjørn Følstad and Knut Kvale

Customer journeys have become an increasingly important topic in service management and design. The purpose of this paper is to review customer journey terminology and…

Abstract

Purpose

Customer journeys have become an increasingly important topic in service management and design. The purpose of this paper is to review customer journey terminology and approaches within the research literature prior to 2013, mainly from the fields of design, management, and marketing.

Design/methodology/approach

The study was conducted as a systematic literature review. Searches in Google Scholar, Scopus, Web of Knowledge, ACM Digital Library, and ScienceDirect identified 45 papers for the analysis. The papers were analyzed with respect to customer journey terminology and approaches, the relation to customer experience, the referenced background, and the use of visualizations.

Findings

Across the reviewed literature, customer journeys are described not only as a means to take the viewpoint of the customer, but also to reach insight into their experiences. A rich and at times incoherent customer journey terminology is analyzed and discussed, as are two emerging customer journey approaches: customer journey mapping (analysis of a service process “as is”) and customer journey proposition (generative activities leading toward a possible service “to be”).

Research limitations/implications

The review is limited to analyzing and making claims on research papers that explicitly apply the term customer journey. In most of the reviewed papers, customer journeys are not the main object of interest but are discussed as one of several topics.

Practical implications

A nuanced discussion of customer journey terminology and approaches is provided, supporting the practical application of a customer journey perspective.

Originality/value

The review contributes a needed common basis for future customer journey research and practice.

Details

Journal of Service Theory and Practice, vol. 28 no. 2
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 1 April 2008

Claire Dickinson, Chiara Lombardo, Pauline Pearson, Di Barnes and Di Bailey

This paper gives a picture of the development of four new roles in mental health over a two‐year period. It draws on data from the national mapping project to provide a…

Abstract

This paper gives a picture of the development of four new roles in mental health over a two‐year period. It draws on data from the national mapping project to provide a unique perspective on the emergence of the roles of support, time and recovery workers, gateway workers, carer support workers and community development workers for black and minority ethnic communities. The tracking of such roles on a national level reveals a number of issues, in particular the need for clarity of terms if there is to be an undisputed understanding of what mental health services are provided and by whom.

Details

The Journal of Mental Health Training, Education and Practice, vol. 3 no. 1
Type: Research Article
ISSN: 1755-6228

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Article
Publication date: 8 July 2010

Libo Eric Si, Ann O'Brien and Steve Probets

The paper aims to develop a prototype middleware framework between different terminology resources in order to provide a subject cross‐browsing service for library portal systems.

Abstract

Purpose

The paper aims to develop a prototype middleware framework between different terminology resources in order to provide a subject cross‐browsing service for library portal systems.

Design/methodology/approach

Nine terminology experts were interviewed to collect appropriate knowledge to support the development of a theoretical framework for the research. Based on this, a simplified software‐based prototype system was constructed incorporating the knowledge acquired. The prototype involved mappings between the computer science schedule of the Dewey Decimal Classification (which acted as a spine) and two controlled vocabularies, UKAT and ACM Computing Classification. Subsequently, six further experts in the field were invited to evaluate the prototype system and provide feedback to improve the framework.

Findings

The major findings showed that, given the large variety of terminology resources distributed throughout the web, the proposed middleware service is essential to integrate technically and semantically the different terminology resources in order to facilitate subject cross‐browsing. A set of recommendations are also made, outlining the important approaches and features that support such a cross‐browsing middleware service.

Originality/value

Cross‐browsing features are lacking in current library portal meta‐search systems. Users are therefore deprived of this valuable retrieval provision. This research investigated the case for such a system and developed a prototype to fill this gap.

Details

Aslib Proceedings, vol. 62 no. 4/5
Type: Research Article
ISSN: 0001-253X

Keywords

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Abstract

Details

Ecologically-compatible Urban Planning
Type: Book
ISBN: 978-1-78973-783-7

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Article
Publication date: 23 August 2011

Jack Carlsen

The purpose of this paper is to investigate the importance of cellar door sales in wineries and test a method of assessing service quality using the services mapping

Abstract

Purpose

The purpose of this paper is to investigate the importance of cellar door sales in wineries and test a method of assessing service quality using the services mapping approach, for the purposes of enhancing research in this important area.

Design/methodology/approach

Service mapping involved a group of students in using participant observation techniques to map service quality at three stages of the winery visit: approach and entry; the cellar door; departure and other observations. Observers were instructed to use all five senses in making their observations, i.e. the look, smell, sound, taste and feel of the experience. Physical evidence and staff interactions were also recorded and invisible management processes were implied.

Findings

Each of the three wineries studied provided a distinct theme and presentation, sensorial experience and level of service quality based on the observations. The technique of service mapping could provide winery and cellar door managers with unique insights into the totality of the cellar door visitor experience.

Research limitations/implications

Research on cellar door service quality has implications for the presentation of the wine brand and corresponding brand awareness, loyalty and sales. This research method has utility in assessing the cellar door experience and associated cellar door and winery management processes.

Originality/value

This is the first time that service mapping has been used to assess the cellar door experience. It has provided some new and useful insights for researchers and managers in the wine industry.

Details

International Journal of Wine Business Research, vol. 23 no. 3
Type: Research Article
ISSN: 1751-1062

Keywords

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Article
Publication date: 19 June 2020

Hiba Koussaifi, David John Hart and Simon Lillystone

This paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of…

Abstract

Purpose

This paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and understanding multi-faceted service failures involving multiple actors.

Design/methodology/approach

Research participants were trained to record contemporaneous accounts of future dissatisfactory dining experiences. Minimising issues of memory recall whilst faithfully capturing complainants' raw emotions. These recordings formed the basis for follow up interviews, based on the critical incident technique.

Findings

The central finding of this paper was how other actors outside of the traditional service dyad played a dynamic role in co-creating a complainants' emotions and subsequent behaviours.

Practical implications

The resulting customer complaint maps give deep insights into the complex social dynamics involved in CCB, providing a powerful tool for both researchers and staff responsible for recovery strategies.

Originality/value

The mapping framework provides an innovative means of capturing the actual complaint experiences of customers and the role of other actors, utilising a multi-method approach designed to address various limitations of existing CCB research.

Details

British Food Journal, vol. 122 no. 12
Type: Research Article
ISSN: 0007-070X

Keywords

Content available
Article
Publication date: 12 March 2018

Maroof Naieem Qadri and S.M.K. Quadri

The purpose of this paper is to propose a model to map the on-premise computing system of the university with cloud computing for achieving an effective and reliable…

Abstract

Purpose

The purpose of this paper is to propose a model to map the on-premise computing system of the university with cloud computing for achieving an effective and reliable university e-governance (e-gov) system.

Design/methodology/approach

The proposed model incorporates the university’s internal e-gov system with cloud computing in order to achieve better reliability, accessibility and availability of e-gov services while keeping the recurring expenditure low. This model has been implemented (and tested on a university e-gov system) in the University of Kashmir (UOK); case study of this implementation has been chosen as the research methodology to discuss and demonstrate the proposed model.

Findings

According to the results based on practical implementation, the proposed model is ideal for e-governed systems as it provided adequate cost savings and high availability (HA) with operational ease, apart from continuing to have the necessary security in place to maintain confidential information such as student details, grades, etc.

Practical implications

The implication of this study is to achieve HA and to reduce the cost from using external clouds, mapping internal IT servers of the university with the external cloud computing services.

Originality/value

Because no established mapping model for universities has been provided for effective, low-cost, highly available university e-gov system, the proposed mapping model through this paper closes this gap and provides guidelines to implement a hybrid-mapped e-gov model for universities while keeping the recurring expenditure on cloud computing minimal. The paper provides the perceptions of its adoption at UOK for achieving high reliability, accessibility and uptime of its e-gov applications while keeping the recurring expenditure on cloud computing minimal.

Details

International Journal of Intelligent Computing and Cybernetics, vol. 11 no. 1
Type: Research Article
ISSN: 1756-378X

Keywords

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Article
Publication date: 13 July 2012

Sabine Biege, Gunter Lay and Daniela Buschak

The purpose of this paper is to propose a process‐modelling method that is based on methods from both operations management (OM) and service operations management (SOM)…

Abstract

Purpose

The purpose of this paper is to propose a process‐modelling method that is based on methods from both operations management (OM) and service operations management (SOM), which complies with the special requirements of servitised manufacturers.

Design/methodology/approach

After a comprehensive literature review of organisational change in servitised manufacturers, the requirements for modelling industrial services are established. In addition, existing business process‐modelling methods from OM and SOM are classified and related to these requirements. A modelling method that is adapted to the needs of servitised manufacturers is proposed, and the practical advantages of this methodology are explored in an exemplary case study of a machine tool manufacturer.

Findings

This paper suggests that existing instruments that have been developed within OM and SOM need considerable adjustment to comply with the needs of servitised manufacturers.

Originality/value

This paper contributes towards mastering the transition from the production of capital goods to the offering of entire solutions by outlining the special requirements of the process structure in a manufacturing company as it turns into a solution‐provider.

Details

International Journal of Operations & Production Management, vol. 32 no. 8
Type: Research Article
ISSN: 0144-3577

Keywords

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