Alexander Ziegler, Thomas Peisl and Robert Raeside
The paper extends the discussion on the merit of using a net promoter score (NPS) to enhance the service design of organisations and to facilitate quality monitoring and…
Abstract
Purpose
The paper extends the discussion on the merit of using a net promoter score (NPS) to enhance the service design of organisations and to facilitate quality monitoring and improvement. NPS is a basic measure to assess the likelihood of a customer recommending an organisation to somebody else. This paper aims to show that this metric can be effective in monitoring and improving the quality of workplace training.
Design/methodology/approach
Investigating the merit of using NPS to improve organisational training involved a longitudinal study of training provided by IBM. Data is analysed using panel regression and partial correlation methods. Workplace training delivery is the unit of analysis in which an NPS and conventional customer satisfaction score evaluations were conducted at the end of the delivery. The efficacy of these measures to improve quality are compared and insights derived from analysing NPS are investigated.
Findings
The findings indicate that, although NPS is not necessarily related to the results or success of a business, from a corporate perspective it can provide a solid basis from which to make business decisions that benefit a company. The authors found that NPS was associated with improved satisfaction with training, although significant regional variations were observed. Building on the data, a service business model is proposed advocating NPS as a tool for continuous improvement.
Practical implications
The contribution to practice includes a clearer understanding of NPS as a quality and service improvement indicator and also as a driver for a service business design. In addition, it is indicated that enterprises operating in multiple regions should consider regional variations in NPS.
Originality/value
By analysis of IBM’s training data, the authors gain an understanding of an industry in which quality and the use of NPS has not been extensively studied. The data also offers a rich dimension in the examination of the factors that should be considered to effectively implement an NPS service improvement plan.
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In this chapter, I will outline the labels of giftedness and underachievement and present the theoretical debates surrounding these labels. A historicist examination of these…
Abstract
In this chapter, I will outline the labels of giftedness and underachievement and present the theoretical debates surrounding these labels. A historicist examination of these labels follows, highlighting how the gifted underachievement (GUA) label emerges through the negation of “giftedness.” Subsequently, I explore the concept of GUA and its negative connotations, stemming from the positive valuation inherent in the term “giftedness” and its implications for what is considered “normal.” This chapter also reviews perspectives on shifting the focus away from the individual within the current paradigm of labeling giftedness and explores insights from systemic thinking and symbolic interactionism (SI). The conclusion underscores the necessity of a symbolic interactionist perspective to address the gaps in research on the labeling of giftedness and underachievement. Finally, I propose a generic definition that can be used in GUA research in the light of SI.
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Marlene Kristin Ziegler, Benedict Rothammer, Marcel Bartz, Sandro Wartzack, Patrick Beau, Gregor Patzer, Stephan Henzler and Max Marian
The evaluation of the haptics of water taps and wear-related changes during usage usually involves time- and cost-intensive testing. The purpose of this paper is to abstract the…
Abstract
Purpose
The evaluation of the haptics of water taps and wear-related changes during usage usually involves time- and cost-intensive testing. The purpose of this paper is to abstract the tribo-system between technical ceramic disks of water tap mixer cartridges to the model level and study the tribological behavior.
Design/methodology/approach
The friction and wear behavior was studied by means of an alumina ball-on-original alumina disk setup at different temperatures as well as under dry conditions and under lubrication by different greases. Thereby, the frictional behavior was measured in situ, and the wear losses were analyzed by means of laser scanning microscopy.
Findings
It was shown that friction and wear can behave in a contrasting way, whereby one grease might lead to low friction, that is, an easy-going movability of the water tap, but to increased wear losses. The latter, in turn, is an indicator for the usability and service life, which cannot be explained from friction alone. Thereby, the viscosity of the base oil, the grease consistency and additives were identified as relevant grease formulation parameters to allow for fluid film (re-)formation and removal of wear particles.
Originality/value
To the authors’ best knowledge, this is the first approach to systematically analyze the friction and wear behavior of technical ceramic disks of water tap mixer cartridges in dependency on the temperature as well as the used lubricating grease. This approach is relevant for developing screening test strategies as well as for the selection of lubricants for water tap applications.
Peer review
The peer review history for this article is available at: https://publons.com/publon/10.1108/ILT-11-2022-0334/
This piece discusses the research–practice gap in comparative and international education, postulating that the gap occurs due to the different operating spheres of the researcher…
Abstract
This piece discusses the research–practice gap in comparative and international education, postulating that the gap occurs due to the different operating spheres of the researcher and end user, the lack of accessibility of research, and its unidirectional nature. Only through close linkages across research, policy, and practice can we close the gap and ensure better education outcomes for those around the globe. Research application is not automatic but requires working in partnership with policymakers and practitioners. Drawing on my own experience across the research, policy, and practitioner spheres, I discuss three ways researchers can narrow the research–practice gap by: (1) better understanding the social sphere; (2) producing accessible, engaging content, including by storytelling; and (3) creating more partnerships with end users, such as Communities of Research.
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School choice is a global phenomenon with significant variations in terms of conception, design, and viability. In the city of Buenos Aires, State funding to the private sector of…
Abstract
School choice is a global phenomenon with significant variations in terms of conception, design, and viability. In the city of Buenos Aires, State funding to the private sector of education allows for free choice. The purpose of this study is to analyze the values that are at stake in the family process of school choice. I draw on the theory of cultural evolution (Inglehart, 2018) to analyze the interviews. I interviewed 30 parents who live in the city of Buenos Aires and had to choose school for their children. It was possible to infer four categories that condense the materialistic and post-materialistic values: preeminence of materialistic values relative to security and protection; preeminence of materialistic values relative to academic achievement; preeminence of post-materialistic values relative to socialization and preeminence of post-materialistic values relative to political concerns.
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Reza Kiani, Asit Biswas, John Devapriam, Regi Tharian Alexander, Satheesh Kumar, Hayley Andrews and Samuel Joseph Tromans
Clozapine is a well-known antipsychotic medication licensed for treatment-resistant schizophrenia, but there is limited research available to suggest its efficacy in the context…
Abstract
Purpose
Clozapine is a well-known antipsychotic medication licensed for treatment-resistant schizophrenia, but there is limited research available to suggest its efficacy in the context of personality disorder and intellectual disabilities presenting with high-risk behaviour with or without psychotic symptoms. The purpose of this paper is to raise awareness of the benefits of using clozapine in patients with intellectual disabilities and personality disorder that present with a complex picture of serious risk of harm to both their life and the lives of others.
Design/methodology/approach
The authors present five patients with intellectual disabilities and serious life-threatening challenging behaviour whom were started on clozapine as part of their multidisciplinary treatment plan to manage their presentation. The authors completed baseline assessment of five main symptom domains and then repeated this assessment following treatment with clozapine.
Findings
In all five cases use of clozapine was objectively associated with an improvement in symptomatology, quality of life and a safe transfer to the community.
Originality/value
The findings suggest that judicious use of clozapine could be considered as one of the effective pharmacological strategies in the management of patients with intellectual disabilities and personality disorder who present with serious life-threatening challenging behaviours.
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Deepak Eldho Babu, Arshinder Kaur and Chandrasekharan Rajendran
The purpose of this paper is to provide strategic recommendations for Indian hotel administrators for improving sustainability practices: environment, economic and social with…
Abstract
Purpose
The purpose of this paper is to provide strategic recommendations for Indian hotel administrators for improving sustainability practices: environment, economic and social with respect to the supply chain members by analyzing performance dimensions and the importance attached to them.
Design/methodology/approach
Importance performance analysis is a tool to analyze the perception of top-level, middle-level and first-level managers in hotels. Questionnaire is developed to collect the hotel manager’s perceptions. The snowball sampling method is used for data collection.
Findings
The paper introduces specific sustainability practices, namely, environment, economic and social factors, at the interface of the tourism supply chain (TSC). This will allow the hotels to identify the importance and performance of various sustainability practices to achieve a long-term competitive advantage. The present work finds that the responding hotel managers have given highest importance to the sustainability practices within the organization and the hotel manager’s perception of sustainability practices in the TSC will vary with respect to the supply chain members.
Research limitations/implications
The effort has been made to capture specific sustainability practices across the supply chain. The paper reinstates the fact that sustainability practices are not firm specific and should be practiced at the supply chain interface. The data for the study were taken from focal organizations perspective which is the hotels.
Practical implications
Results provide the hotel administrators to develop appropriate strategies to improve their practices and functions by analyzing their strengths and weakness regarding their tangible and intangible assets. The identified sustainability practice attributes can act as a benchmark and drive the hotel industry toward possible cost-saving conditions by prioritizing the allocation of the resources while taking care of overall performance.
Social implications
Results will help the hotel administrators to identify the better sustainability practices which will reduce the negative effects and protect the Mother Nature.
Originality/value
The study included hotels/resorts from tourism locations: hill station, backwaters and coastal areas, specifically in the Indian context.
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Tessa Withorn, Joanna Messer Kimmitt, Carolyn Caffrey, Anthony Andora, Cristina Springfield, Dana Ospina, Maggie Clarke, George Martinez, Amalia Castañeda, Aric Haas and Wendolyn Vermeer
This paper aims to present recently published resources on library instruction and information literacy, providing an introductory overview and a selected annotated bibliography…
Abstract
Purpose
This paper aims to present recently published resources on library instruction and information literacy, providing an introductory overview and a selected annotated bibliography of publications covering various library types, study populations and research contexts.
Design/methodology/approach
This paper introduces and annotates English-language periodical articles, monographs, dissertations, reports and other materials on library instruction and information literacy published in 2019.
Findings
The paper provides a brief description of all 370 sources and highlights sources that contain unique or significant scholarly contributions.
Originality/value
The information may be used by librarians, researchers and anyone interested as a quick and comprehensive reference to literature on library instruction and information literacy.