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Case study
Publication date: 3 March 2005

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.

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Darden Business Publishing Cases, vol. no.
Type: Case Study
ISSN: 2474-7890
Published by: University of Virginia Darden School Foundation

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Article
Publication date: 1 September 2000

Jim Walker and Julie Baker

As conceptualizations of expectations in consumer evaluations continue to evolve, researchers have been exploring multiple levels of expectations in satisfaction and service…

3990

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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Journal of Services Marketing, vol. 14 no. 5
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 March 1995

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…

14

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.

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Soldering & Surface Mount Technology, vol. 7 no. 3
Type: Research Article
ISSN: 0954-0911

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Article
Publication date: 1 June 1991

R.J.S. Macpherson

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…

137

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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International Journal of Educational Management, vol. 5 no. 6
Type: Research Article
ISSN: 0951-354X

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89

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Nutrition & Food Science, vol. 33 no. 4
Type: Research Article
ISSN: 0034-6659

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Article
Publication date: 1 May 2005

Howard Winkler

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…

507

Abstract

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.

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Strategic HR Review, vol. 4 no. 4
Type: Research Article
ISSN: 1475-4398

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Article
Publication date: 1 January 1988

COLIN W. EVERS

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…

666

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.

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Journal of Educational Administration, vol. 26 no. 1
Type: Research Article
ISSN: 0957-8234

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Article
Publication date: 18 September 2007

65

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Anti-Corrosion Methods and Materials, vol. 54 no. 5
Type: Research Article
ISSN: 0003-5599

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Book part
Publication date: 13 July 2017

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Emotions and Identity
Type: Book
ISBN: 978-1-78714-438-5

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Article
Publication date: 1 January 1990

Colin Lea

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…

16

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:

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Soldering & Surface Mount Technology, vol. 2 no. 1
Type: Research Article
ISSN: 0954-0911

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