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Article
Publication date: 15 November 2011

Christine Mathies and Marion Burford

Despite widespread acknowledgement of the importance of employees to the success of service firms, research into how well frontline service staff understand service remains…

5427

Abstract

Purpose

Despite widespread acknowledgement of the importance of employees to the success of service firms, research into how well frontline service staff understand service remains scarce. This study aims to investigate what constitutes good customer service from the viewpoint of frontline service employees and to explore gender differences in particular.

Design/methodology/approach

The data were collected from 876 frontline employees across a wide range of service industries. An automated text analysis using Leximancer explored general and gender‐specific patterns in employees' customer service understanding.

Findings

Irrespective of gender, frontline service staff share the perception that the pillars of good customer service are listening skills, making the customer happy, and offering service. Males have a more functional, outcome‐oriented interpretation of customer service; females focus more on the actual service interaction and emotional outcomes.

Practical implications

By acknowledging gender‐based dissimilarities in the customer service understanding of frontline service employees, the efficiency of recruitment and training processes will be enhanced.

Originality/value

This study contributes to limited work on service models of frontline staff and shows that gender can explain some differences. This study also adds another dimension to the understanding of gender effects in services, beyond its influence on customers' quality perceptions and behaviours. The results are important for services marketing research and for managers in charge of recruiting and training frontline service staff.

Details

Managing Service Quality: An International Journal, vol. 21 no. 6
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 7 November 2008

Natalie Kroovand Hipple and Edmund F. McGarrell

The purpose of this paper is to compare family group conferences (FGCs) facilitated by police officers with those facilitated by a civilian along several dimensions including…

1349

Abstract

Purpose

The purpose of this paper is to compare family group conferences (FGCs) facilitated by police officers with those facilitated by a civilian along several dimensions including process, reparation agreements, recidivism, and time until failure.

Design/methodology/approach

Using observational data and juvenile histories of offending from the Indianapolis Restorative Justice Project, the authors attempted to answer four research questions: Are family group conferences facilitated by police officers procedurally different from family group conferences facilitated by civilians?; Are reparation agreements resulting from police‐officer‐facilitated conferences different from reparation agreements resulting from civilian‐facilitated conferences?; Did youths who participated in police‐facilitated conferences recidivate at different rates compared with youths who participated in civilian‐facilitated conferences?; Did youths who participated in police‐facilitated conferences have a longer time to failure than youths who participated in civilian‐facilitated conferences?

Findings

Generally, there appeared to be no major differences between conferences facilitated by civilians as opposed to police officers. Observations indicated that police officers seemed to lecture offenders more during the FGC and made more suggestions as to what should be in the reparation agreement. Youths who attended police‐officer‐facilitated conferences “survived” somewhat longer before re‐offending than youths who attended civilian‐facilitated conferences, although these differences were not statistically significant.

Research limitations/implications

While subjects in the Indianapolis experiment were randomly assigned to family group conferences or a “control group” diversion program, subjects were not randomly assigned to conferences according to facilitator type. This limits the generalizability of the findings.

Practical implications

The study suggests tjat both police officers and civilians are capable of facilitating FGCs, consistent with restorative justice principles. For police departments interested in responding proactively to early juvenile offending and in strengthening ties with the community, FGCs provide an opportunity through police officer training and involvement as conference facilitators. In contrast, in communities where the police may be disinclined to commit officers to the role of facilitator, the findings suggest that civilian facilitators can also effectively coordinate FGCs.

Originality/value

The study adds to the restorative justice literature by further examining conference processes and outcomes. Additionally, it offers the first empirical examination of some of the concerns that have been raised about police‐ as opposed to civilian‐facilitated conferences. The finding that there were few differences between police‐ and civilian‐run conferences suggests that the police are at least as capable as civilians in facilitating FGCs. This suggests that FGCs could be implemented as part of a community policing initiative utilizing police officers as facilitators. Similarly, FGCs could be implemented as part of a community justice initiative utilizing civilians as facilitators. The key to successful outcomes is likely to be driven by fidelity to theoretical principles as opposed to the formal role of the facilitator.

Details

Policing: An International Journal of Police Strategies & Management, vol. 31 no. 4
Type: Research Article
ISSN: 1363-951X

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Publication date: 7 December 2016

Abstract

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The World Meets Asian Tourists
Type: Book
ISBN: 978-1-78560-219-1

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Article
Publication date: 1 September 1986

MELINDA RILEY, BRIAN LANTZ, MIKE CORNFORD, TONY WARSHAW, JANE LITTLE, EDWIN FLEMING, ALLAN BUNCH and WILFRED ASHWORTH

The idea for this hugely successful event at the Crucible Theatre on 7 June, came first from the pages of New Library World, believe it or not. Reading one of Jane Little's…

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Abstract

The idea for this hugely successful event at the Crucible Theatre on 7 June, came first from the pages of New Library World, believe it or not. Reading one of Jane Little's articles advertising Feminist Book Fortnight, I noticed that there was not going to be a feminist book fair in this country this year, and that the main fair was to be in Oslo. It seemed an ideal opportunity to alter Sheffield's image as the macho snooker playing capital of the North and the idea for the First Sheffield Women's Book Fair was born.

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New Library World, vol. 87 no. 9
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 15 November 2011

Jorg Finsterwalder and Tony Garry

1071

Abstract

Details

Managing Service Quality: An International Journal, vol. 21 no. 6
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 July 1951

THIS month usually sees the estimates adopted that must govern public library spending for the year to come. It is likely to be a testing time for many librarians and we look…

28

Abstract

THIS month usually sees the estimates adopted that must govern public library spending for the year to come. It is likely to be a testing time for many librarians and we look forward with much interest to their experiences this year. The international rearmament programme, which authority has told us will not radically change our economic position, must have its repercussions on all municipal activities; expansion, so badly needed and so often deferred, is not likely to come immediately. However, as we remarked last month, dismal prophecies have so often been confounded by the subsequent facts that we hope 1951 will not be an exception. The defence programme may have some Staff effects, especially if the Z reserves are called again to the Colours. There is much that we may hope and much we should plan for in the months immediately ahead.

Details

New Library World, vol. 53 no. 7
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 1 November 1900

A pæan of joy and triumph which speaks for itself, and which is a very true indication of how the question of poisonous adulteration is viewed by certain sections of “the trade,”…

62

Abstract

A pæan of joy and triumph which speaks for itself, and which is a very true indication of how the question of poisonous adulteration is viewed by certain sections of “the trade,” and by certain of the smaller and irresponsible trade organs, has appeared in print. It would seem that the thanks of “the trade” are due to the defendants in the case heard at the Liverpool Police Court for having obtained an official acknowledgment that the use of salicylic acid and of other preservatives, even in large amounts, in wines and suchlike articles, is not only allowable, but is really necessary for the proper keeping of the product. It must have been a charming change in the general proceedings at the Liverpool Court to listen to a “preservatives” case conducted before a magistrate who evidently realises that manufacturers, in these days, in order to make a “decent” profit, have to use the cheapest materials they can buy, and cannot afford to pick and choose; and that they have therefore “been compelled” to put preservatives into their articles so as to prevent their going bad. He was evidently not to be misled by the usual statement that such substances should not be used because they are injurious to health— as though that could be thought to have anything to do with the much more important fact that the public “really want” to have an article supplied to them which is cheap, and yet keeps well. Besides, many doctors and professors were brought forward to prove that they had never known a case of fatal poisoning due to the use of salicylic acid as a preservative. Unfortunately, it is only the big firms that can manage to bring forward such admirable and learned witnesses, and the smaller firms have to suffer persecution by faddists and others who attempt to obtain the public notice by pretending to be solicitous about the public health. Altogether the prosecution did not have a pleasant time, for the magistrate showed his appreciation of the evidence of one of the witnesses by humorously rallying him about his experiments with kittens, as though any‐one could presume to judge from experiments on brute beasts what would be the effect on human beings—the “lords of creation.” Everyone reading the evidence will be struck by the fact that the defendant stated that he had once tried to brew without preservatives, but with the only result that the entire lot “went bad.” All manufacturers of his own type will sympathise with him, since, of course, there is no practicable way of getting over this trouble except by the use of preservatives; although the above‐mentioned faddists are so unkind as to state that if everything is clean the article will keep. But this must surely be sheer theory, for it cannot be supposed that there can be any manufacturer of this class of article who would be foolish enough to think he could run his business at a profit, and yet go to all the expense of having the returned empties washed out before refilling, and of paying the heavy price asked for the best crude materials, when he has to compete with rival firms, who can use practically anything, and yet turn out an article equal in every way from a selling point of view, and one that will keep sufficiently, by the simple (and cheap) expedient of throwing theory on one side, and by pinning their faith to a preservative which has now received the approval of a magistrate. Manufacturers who use preservatives, whether they are makers of wines or are dairymen, and all similar tradesmen, should join together to protect their interests, for, as they must all admit, “the welfare of the trade” is the chief thing they have to consider, and any other interest must come second, if it is to come in at all. Now is the time for action, for the Commission appointed to inquire into the use of preservatives in foods has not yet given its decision, and there is still time for a properly‐conducted campaign, backed up by those “influential members of the trade” of whom we hear so much, and aided by such far‐reaching and brilliant magisterial decisions, to force these opinions prominently forward, in spite of the prejudice of the public; and to insure to the trades interested the unfettered use of preservatives,—which save “the trade” hundreds of thousands of pounds every year, by enabling the manufacturers to dispense with heavily‐priced apparatus, with extra workmen and with the use of expensive materials,—and which are urgently asked for by the public,—since we all prefer to have our foods drugged than to have them pure.

Details

British Food Journal, vol. 2 no. 11
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 10 November 2014

Mary Anne Kennan, Sheila Corrall and Waseem Afzal

How academic libraries support the research of their parent institutions has changed as a result of forces such as changing scholarly communication practices, technological…

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Abstract

Purpose

How academic libraries support the research of their parent institutions has changed as a result of forces such as changing scholarly communication practices, technological developments, reduced purchasing power and changes in academic culture. The purpose of this paper is to examine the professional and educational implications of current and emerging research support environments for academic libraries, particularly with regard to research data management and bibliometrics and discuss how do professionals and educators “make space” as new service demands arise?

Design/methodology/approach

The present paper uses data from a recent survey of research support provision by academic libraries in Australia, New Zealand, the UK and Ireland, (authors 2013), and provides additional in depth analysis of the textual responses to extend the analysis in the light of forces for change in higher education. The original online questionnaire surveyed current and planned research support in academic libraries, and constraints or support needs related to service developments. It was distributed to 219 institutions in Australia, New Zealand, the UK, and Ireland, and obtained 140 valid responses (response rate of 63.9 percent). Results were analyzed using descriptive statistics with thematic categorization and coding for the textual responses.

Findings

Most academic libraries surveyed are already providing or planning services in the focal areas of bibliometrics and data management. There was also increasing demand for other research support services, not the focus of the study, such as eresearch support, journal publishing platforms, and grant writing support. The authors found that while many academic libraries perceive increasing research support services as a “huge opportunity” they were constrained by gaps in staff skills, knowledge, and confidence and resourcing issues. With regard to staff education and training, it was reported they require a broader understanding of the changing research and scholarly landscape, the research cultures of different disciplines, and technological change. There was a near-universal support for development of more comprehensive, specialized, LIS education to prepare professionals for broader research support roles.

Originality/value

This further analysis of the implications of our survey in relation to influences such as economics, academic culture, technology, raises questions for both educators and practitioners about the future direction of the profession and how the authors collectively “make space” as new potential services arise.

Details

Library Management, vol. 35 no. 8/9
Type: Research Article
ISSN: 0143-5124

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Article
Publication date: 11 May 2015

Maurizio Massaro, John Dumay and Andrea Garlatti

This paper aims to review and critique the public sector knowledge management (KM) literature, offers an overview of the state of public sector KM research and outlines a future…

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Abstract

Purpose

This paper aims to review and critique the public sector knowledge management (KM) literature, offers an overview of the state of public sector KM research and outlines a future research agenda.

Design/methodology/approach

Articles published in KM journals are analyzed using a structured literature review methodology. The paper analyzes 180 papers published within ten journals specializing in the field of KM.

Findings

Public sector KM is a research area of growing importance. Findings show that few authors specialize in the field and there are several obstacles to developing a cohesive body of literature. Low levels of international cooperation among authors and international comparisons mean that the literature is fragmented. Some research topics and some geographical areas within the public sector theme are over-analyzed, while others are under-investigated. Additionally, academic researchers should re-think their methodological approach if they wish to make significant contributions to the literature and work toward developing research which impacts practice in conjunction with practitioners.

Originality/value

The paper presents a comprehensive structured literature review of the articles published in KM journals. The paper’s findings can offer insights into future research needs.

Details

Journal of Knowledge Management, vol. 19 no. 3
Type: Research Article
ISSN: 1367-3270

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