Search results

By asking questions and presenting creative problems for students to solve, faculty nurture critical thinking and creativity. This type of inquiry-based teaching and learning is at the core of design curricula and provides the backbone of student charrettes and competitions, rooted in the professional realities of the disciplines. This chapter provides a guide for faculty members through the steps of how to do assessment of inquiry-based education within an artistic discipline. It provides a path to improve both content and form: to integrate what is known about inquiry-based learning in the arts with assessment practices that have emerged over the past three decades, and to use that as a basis for discussing how using reflective and inquiry-based practices coupled with well-designed assessment practices can serve to improve teaching practice, student learning, and further the development of inquiry-based environments at the individual, program, and even institutional levels.

This chapter provides an introduction to how the inquiry-based learning (IBL) approach is being used by colleges and universities around the world to strengthen the interconnections between teaching, learning, and research within the arts, humanities, and social sciences. This chapter provides a synthesis and analysis of all the chapters in the volume, which present a range of perspectives, case studies, and empirical research on how IBL is being used across a range of courses across a range of institutions within the arts, humanities, and social sciences. The chapter argues that the IBL approach has great potential to enhance and transform teaching and learning. Given the growing demands placed on education to meet a diverse range of complex political, economic, and social problems and personal needs, this chapter argues that education should serve as an incubator where students are part of a learning community and where they are encouraged to grow cognitively, emotionally, and socially by taking increasing responsibility for their own learning.

Gives an in depth view of the strategies pursued by the world’s leading chief executive officers in an attempt to provide guidance to new chief executives of today. Considers the marketing strategies employed, together with the organizational structures used and looks at the universal concepts that can be applied to any product. Uses anecdotal evidence to formulate a number of theories which can be used to compare your company with the best in the world. Presents initial survival strategies and then looks at ways companies can broaden their boundaries through manipulation and choice. Covers a huge variety of case studies and examples together with a substantial question and answer section.

This chapter examines how opponents of same-sex marriage have used rights discourse to construct an identity of themselves as victims, and construct gays and lesbians as deviant “others.” I find that conservative rights discourse has been more effective outside the courtroom than in it. This is because these arguments rely on implicit discriminatory stereotypes which are frequently exposed under the scrutiny of dispassionate judicial actors. However, in a popular arena, they are free to operate with considerably less scrutiny. Here, rights discourse is used to mask discriminatory stereotypes and lend legitimacy to positions that would be rejected if made explicitly.

Progress chasing has an established role in most manufacturing operations. But is it really that useful? David Hill draws on his own experiences and sets them in an engineering company somewhere in Scotland.

The purpose of this paper is to examine empirically the dimension of personal touch and its elements of individual attention, helpfulness, courtesy, and promptness as determinants of customer satisfaction for passenger airlines.

Survey data from 437 individuals and a hierarchical approach to structural equation modeling are used to systematically evaluate four alternative measurement models. A second‐order measurement model of personal touch appeared to represent the data very well and can be supported from a theoretical point of view.

Personal touch is found to statistically and substantively affect passenger satisfaction explaining about 54 percent of the variance. In other words, collectively, individual attention, helpfulness, courtesy, and promptness are found to have a significant effect on airline passenger satisfaction.

This research examines the satisfaction of customers of US passenger airlines. Future research should overcome this limitation by extending the survey to include experiences on international flights and with non‐US airlines. The results are biased more towards the responses of “younger” passengers and those who flew primarily in the economy level of service.

The findings of this research have important strategic and managerial implications for passenger airlines and serve to validate the corporate culture and customer service quality driven models of exemplary airlines such Southwest Airlines, JetBlue Airways, and Scandinavian Air Systems.

The paper provides a very thorough review of the literature and is the first to examine empirically the affect of personal touch displayed by contact employees on the satisfaction of customers of passenger airlines.

A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders.

Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson, Grönroos, Gummesson, Parasuraman, Schneider and Zeithaml) and were invited to join Bowen and Fisk – founders that also met the criteria as coauthors. Ten founders then answered a set of questions regarding their careers as service scholars and the state of the field.

Insightful reflections were provided by each of the ten pioneering founders. In addition, based on their synthesis of the reflections, Bowen and Fisk developed nine wisdom themes for service researchers to consider and to possibly act upon.

The service research field is in its fifth decade. This article offers a unique way to learn directly from the pioneering founders about the still-relevant history of the field, the founders' lives and contributions as service scholars and the founders' hopes and concerns for the service research field.

This article overviews some key contributions to service research from the organizational behavior/human resource management (OB/HRM) discipline with its strong focus on the role of employees. This focus complements the Marketing discipline’s heavy emphasis on customers, largely true of service research, overall.

Ten OB/HRM frameworks/perspectives are applied to analyzing the roles of people (with a focus on employees and modest consideration of customers as “partial” employees who co-create value) in a service organization context. Also, commentary is offered on how the frameworks relate to six key themes in contemporary service research and/or practice. The article concludes with five reflections on the role and status of employees in service research—past, present and future.

Employee roles in evolving service contexts; participation role readiness of both employees and customers; role stress in participating customers; an employee “empowered state of mind”; an emphasis on internal service quality; “strong” HRM systems link individual HRM practices to firm performance; service-profit chain with links to well-being of employees and customers; a sociotechnical system theory lens on organizational frontlines (OF); service climate as an exemplar of interdisciplinary research; emotional labor in both employees and customers; the Human Experience (HX); specification of employee experience (EX).

Service remains very much about people who still guide organizational design, develop service strategy, place new service technologies and even still serve customers. Also, a people and organization-based competitive advantage is tough to copy, thus possessing sustainability, unlike with imitable technology.