Gerry Yemen and Martin N. Davidson
David Walker, a senior attorney in a busy white-shoe law practice is involved in an in-office dispute between his administrative assistant and a respected colleague. He had spent…
Abstract
David Walker, a senior attorney in a busy white-shoe law practice is involved in an in-office dispute between his administrative assistant and a respected colleague. He had spent numerous hours listening to both sides tell their stories and has no answers. How was he ever going to help two people he valued greatly work out a compromise between their extremely polar positions? The case provides opportunities to explore the sources of interpersonal conflict, causes of escalation, and ways of diffusing and resolving it.
As conceptualizations of expectations in consumer evaluations continue to evolve, researchers have been exploring multiple levels of expectations in satisfaction and service…
Abstract
As conceptualizations of expectations in consumer evaluations continue to evolve, researchers have been exploring multiple levels of expectations in satisfaction and service quality evaluations. In 1993 Zeithaml, Berry and Parasuraman proposed that consumers use both desired and adequate expectations in service quality evaluations and a “zone of tolerance” separates these levels. This study extends the Zeithaml et alwork by investigating the zone of tolerance as it relates to consumer experience with the service provider, perceived competitive choice opportunities, and the essentialness of differing service dimensions. Results indicate that consumers readily distinguish between desired and adequate expectation levels; and understanding both expectation levels is important. Although perceptions of what a firm should offer remain relatively stable, perceptions of acceptable performance vary by service dimensions and as consumers acquire experience. In comparison with the traditional SERVQUAL framework, this multiple expectation conceptualization offers service marketers the opportunity to fine‐tune resource allocations.
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Date: 26 October 1995 Venue: The National Motorcycle Museum, Solihull, West Midlands The above Conference will consist of Soldering and Brazing sessions which will run in…
Abstract
Date: 26 October 1995 Venue: The National Motorcycle Museum, Solihull, West Midlands The above Conference will consist of Soldering and Brazing sessions which will run in parallel, with the opportunity for delegates to transfer between sessions. In each case a keynote speaker will set the scene by reviewing progress in these industries over the last 25 years. Thereafter the focus of the sessions will be to discuss the evolving technologies which will shape the industry over the next 25 years.
Suggests that it is reasonable to expectresearchers in the field of educationaladministration to establish the relative value of theknowledge they propound. Draws on the branchof…
Abstract
Suggests that it is reasonable to expect researchers in the field of educational administration to establish the relative value of the knowledge they propound. Draws on the branch of philosophy devoted to the study of the nature of knowledge; epistemology. Argues for new forms of awareness, criteria and processes to help with the growth of trustworthy knowledge. Concludes that there is a need for a post‐paradigm approach that celebrates coherence and multi‐perspectivism.
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In early 2004, Southern HR’s team began examining the links between its business and workforce strategies. Here, HR strategy director Howard Winkler explains how a set of KPIs was…
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In early 2004, Southern HR’s team began examining the links between its business and workforce strategies. Here, HR strategy director Howard Winkler explains how a set of KPIs was developed to monitor success and focus both HR and management on high‐priority issues.
In this paper, which was presented at the joint annual conferences of the Philosophy of Education Society of Australasia and the Group for Research in Educational Administration…
Abstract
In this paper, which was presented at the joint annual conferences of the Philosophy of Education Society of Australasia and the Group for Research in Educational Administration and Theory held at the University of New England, Armidale, in September 1986, the author examines, from the perspective of the new philosophy of science, some of the arguments of two important critics of traditional views of science of administration; notably the arguments of Richard Bates and Thomas Greenfield. The author concludes that the new emerging views of science can sustain a science of administration that escapes their major criticisms.
The annual Autumn Conference of the British Association for Brazing and Soldering offers a forum for discussions between scientists and engineers involved with two technologies…
Abstract
The annual Autumn Conference of the British Association for Brazing and Soldering offers a forum for discussions between scientists and engineers involved with two technologies which, because of their obvious similarities, would be expected to be of mutual benefit and learning. In reality both the science and the practice of brazing and soldering are quite different. I suspect, with some regret, the BABS Management Committee decided that for the first time this division be formally recognised by offering soldering as the subject of the first day and brazing and diffusion bonding the subjects of the second. This report covers the soldering day only, during which seven papers were presented: