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Article
Publication date: 21 March 2008

Adrienne Curry and Wilma Lyon

The purpose of this paper is to evaluate the quality of service provided by the Stirling Council call centre with a view to determining the essential elements of best practice.

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Abstract

Purpose

The purpose of this paper is to evaluate the quality of service provided by the Stirling Council call centre with a view to determining the essential elements of best practice.

Design/methodology/approach

The method involves questionnaires to Scottish local authorities about their use of call centres, interviews with Stirling Council managers and call centre employees and some participant observation to gain a detailed view of both the management and operations of the call centre.

Findings

The findings are grouped into the topics of communication, training, quality and systems/technology, with improvements suggested in a few areas. Overall, the approach to service quality in the call centre tends to be more qualitative than quantitative with a good awareness of learning and management related issues.

Originality/value

The value/contribution of the paper lies in the definition of essential best practice call centre management components, presented in a framework involving aims, enablers and results. This model is proposed for generalised use in both the public and private sectors; it would henceforth benefit from some testing and further refinements.

Details

Managing Service Quality: An International Journal, vol. 18 no. 2
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 January 1983

Janet L. Sims‐Wood

Life studies are a rich source for further research on the role of the Afro‐American woman in society. They are especially useful to gain a better understanding of the…

Abstract

Life studies are a rich source for further research on the role of the Afro‐American woman in society. They are especially useful to gain a better understanding of the Afro‐American experience and to show the joys, sorrows, needs, and ideals of the Afro‐American woman as she struggles from day to day.

Details

Reference Services Review, vol. 11 no. 1
Type: Research Article
ISSN: 0090-7324

Content available
Book part
Publication date: 5 July 2017

Abstract

Details

Insights and Research on the Study of Gender and Intersectionality in International Airline Cultures
Type: Book
ISBN: 978-1-78714-546-7

Book part
Publication date: 25 May 2022

Igor Calzada

This chapter introduces the book by revolving around its core concept: digital citizenship. This introductory chapter on digital citizenship regimes in the postpandemics…

Abstract

This chapter introduces the book by revolving around its core concept: digital citizenship. This introductory chapter on digital citizenship regimes in the postpandemics could be established by including several brief discussion points that gradually introduce and lead us comprehensively to the chapters of the book previously introduced. These discussion points are informative and attempt to introduce progressively to the key chapters of the book as follows: (1) Urban-Digital Citizenship Nexus; (2) Advancing Recent Literature on Citizenship; (3) Rescaling Nation-States: Pandemic Citizenship and Algorithmic Nations; (4) Beyond the Smart Cities; (5) Exploring Digital Citizenship Towards Technopolitical Dynamics; (6) Borderless and Pandemic Citizenship; and (7) In Summary: Towards Future Research and Policy Avenues in the Postpandemics.

Article
Publication date: 6 July 2015

Barbara Marcia Thompson

The purpose of this paper is to address an under-explored and under-theorised aspect of gender work in UK academia in that it looks at the professional lives of middle and…

Abstract

Purpose

The purpose of this paper is to address an under-explored and under-theorised aspect of gender work in UK academia in that it looks at the professional lives of middle and senior women managers and leaders who are responsible for initial teacher training in their institutions. As Maguire (2002) and Murray (2002, 2006) point out, within academia, teacher trainers occupy a particularly under-researched space despite some recent interest (Korthagen and Vasalos, 2005; Thompson, 2007).

Design/methodology/approach

This research draws on a larger study which explored how 22 middle and senior managers and leaders in ten institutions in England try to come to terms with carrying out their roles in the education marketplace. In-depth semi-structured interviews were carried out with these women and data were also collected from field notes from participant observation undertaken at three of the institutions.

Findings

Whereas some women are moving into positions of authority in the education marketplace, some existing women managers are being marginalised within new internally differentiated layers of managerial structures. Simultaneously, many women who manage teacher training are engaged in a struggle for survival individually and professionally. Those who succeed have managed to re-invent themselves to endorse neo-liberal discourses.

Originality/value

Original empirical research which sheds new light on previous discourses related to women managers in neo-liberal academia.

Details

Gender in Management: An International Journal, vol. 30 no. 5
Type: Research Article
ISSN: 1754-2413

Keywords

Article
Publication date: 20 March 2019

Alicia Mason, Lynzee Flores, Pan Liu, Kenzie Tims, Elizabeth Spencer and T. Gabby Gire

The purpose of this paper is to understand the crisis communication strategies used by the Caribbean medical tourism industry in the 2017 hurricane season, and also…

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Abstract

Purpose

The purpose of this paper is to understand the crisis communication strategies used by the Caribbean medical tourism industry in the 2017 hurricane season, and also evaluate the quality of the disaster communication messages delivered via digital mediums.

Design/methodology/approach

This study includes a comprehensive, qualitative content analysis of 149 risk and crisis messages from 51 healthcare organizations distributed through digital media. The medical tourism providers (MTPs) include hospitals, medical tourism facilitators, practitioners/private physicians, specialty clinics, and dental and cosmetic providers.

Findings

Nearly half of the MTPs included in the data set delivered no post-disaster information to external audiences. The most prominent post-disaster message strategy utilized was conveying operational messages. Furthermore, an unexpected finding was the sheer magnitude of unrelated health-oriented and promotional destination marketing content disseminated before, during and after these events.

Research limitations/implications

This analysis excludes internal organizational channels of communication which may have been used to communicate risk and crisis messages during these events (i.e. employee e-mails, announcements made through intercom systems, etc.). Our analysis does not include content disseminated through medical tourism forums (i.e. Realself.com, Health Traveler’s Forum, FlyerTalk Forum).

Practical implications

Small-scale MTPs can improve on any weaknesses through proactive planning and preparation by creating organizational goals to complete basic crisis communication training courses and in doing so support the applied professional development of disaster and crisis responders in the Caribbean region. Second, MTPs exposed to similar risks of natural disasters may use these findings for comparative analysis purposes to support their own organizational planning. Finally, this study supports the continued utility of the National Center for Food Protection & Defense guidelines for analyzing and evaluating organizational performance.

Originality/value

Currently much of the academic scholarship of applied disaster communication narrowly focuses on the response strategies of one organization, or analyzes one social media platform at a time (i.e. Twitter). A strength of this analysis is the inclusion of an organizational sector (i.e. Caribbean medical tourism providers) and the range of platforms from which the content was captured (e.g. websites, org. blogs and social media networks).

Details

Journal of Hospitality and Tourism Insights, vol. 2 no. 3
Type: Research Article
ISSN: 2514-9792

Keywords

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