John Ratcliffe‐Smith and Roger Brooks
Considers providing good Customer service is essential, especially for service companies. Asserts that to be truly effective, Customer service needs to start with satisfying…
Abstract
Considers providing good Customer service is essential, especially for service companies. Asserts that to be truly effective, Customer service needs to start with satisfying internal customers. Looks at the problem facing Telecommunications Europe, of translating external service performance to an internal environment. Considers the application of structured Service quality performance to supplier cells. Describes the use of quality tools to reduce the service performance gaps. Concludes that some cells adopted mutual improvement programmes to increase customer satisfaction, and that the sales force and engineers designed a quality gating system which improved communication between them, ensuring that what the salesmen sold, the engineers could deliver.
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Describes how focusing on total product quality (TPQ) can provide a new form of competitive differentiation, bearing in mind the move towards product parity. Considers that the…
Abstract
Describes how focusing on total product quality (TPQ) can provide a new form of competitive differentiation, bearing in mind the move towards product parity. Considers that the role of marketing is vitally important in building TPQ, as a good quality product can be so easily let down by poor Service quality. States that service should be used to sell products in the marketplace and create added value for the customer.
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Discusses a philosophy of continuous improvement ‐ kaizen. Asserts that instead of generating improvement in leaps and bounds, kaizen provides small, easily accomplished…
Abstract
Discusses a philosophy of continuous improvement ‐ kaizen. Asserts that instead of generating improvement in leaps and bounds, kaizen provides small, easily accomplished incremental steps which need to be both sustained and continuously improved upon. Looks at the components of kaizen and the use of process manuals in a process improvement framework. Asserts that the training roles and the organization structure are particularly suited to the definition of cells/strategic business units where local accountabilities and ownership are essential. Concludes that a Government training body has awarded the pioneers of this technique a National Training Award.
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Asserts that any benchmarking activity to improve service performance must develop a combined external and internal perspective. Offers advice on benchmarking techniques, useful…
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Asserts that any benchmarking activity to improve service performance must develop a combined external and internal perspective. Offers advice on benchmarking techniques, useful measurement approaches and how they can be used effectively.
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Arch G. Woodside and Marcia Y. Sakai
A meta-evaluation is an assessment of evaluation practices. Meta-evaluations include assessments of validity and usefulness of two or more studies that focus on the same issues…
Abstract
A meta-evaluation is an assessment of evaluation practices. Meta-evaluations include assessments of validity and usefulness of two or more studies that focus on the same issues. Every performance audit is grounded explicitly or implicitly in one or more theories of program evaluation. A deep understanding of alternative theories of program evaluation is helpful to gain clarity about sound auditing practices. We present a review of several theories of program evaluation.
This study includes a meta-evaluation of seven government audits on the efficiency and effectiveness of tourism departments and programs. The seven tourism-marketing performance audits are program evaluations for: Missouri, North Carolina, Tennessee, Minnesota, Australia, and two for Hawaii. The majority of these audits are negative performance assessments. Similarly, although these audits are more useful than none at all, the central conclusion of the meta-evaluation is that most of these audit reports are inadequate assessments. These audits are too limited in the issues examined; not sufficiently grounded in relevant evaluation theory and practice; and fail to include recommendations, that if implemented, would result in substantial increases in performance.
D Backham, F Boyle and M Wiechers
The University of Liverpool Library like other large academic libraries is constantly looking at the resource implications of supporting and maintaining a growing portfolio of…
Abstract
The University of Liverpool Library like other large academic libraries is constantly looking at the resource implications of supporting and maintaining a growing portfolio of electronic resources within the hybrid library. The streamlining of the maintenance of electronic journals within the Innovative Interface Inc. Innopac environment is described, as are local cataloguing procedures. The practical solution of one point of record maintenance whilst maintaining two routes to resource‐linking is outlined.
PETER RUBINSTEIN, LEO M. TILMAN and ALAN TODD
This article discusses credit migration of diversified loan pool securitizations, as evidenced by the ratings transitions of mortgage‐backed securities (MBS) and asset‐backed…
Abstract
This article discusses credit migration of diversified loan pool securitizations, as evidenced by the ratings transitions of mortgage‐backed securities (MBS) and asset‐backed securities (ABS). The authors contrast the ratings (i.e., credit) stability of MBS and ABS relative to ratings migration of general obligation corporate credit. They also use holding period returns to compare the total return portfolios of MBS/ABS to portfolios of senior unsecured corporate obligations.
The purpose of this paper is to analyse the factors that make tourist shopping districts successful.
Abstract
Purpose
The purpose of this paper is to analyse the factors that make tourist shopping districts successful.
Design/methodology/approach
In total, 12 sets of face-to-face interviews were conducted in 7 cities on 4 continents in September and October, 2019. In total, 21 individuals participated in the interviews. Interviews were conducted in Bangkok Thailand, Singapore, Melbourne and Brisbane Australia, Ottawa Canada, New York USA (three sets of interviews) and London England (four sets of interviews).
Findings
The literature focusses on operational issues, while respondents highlighted higher order issues relating primarily to organisational structure, governance and funding.
Research limitations/implications
The study focusses primarily on English speaking jurisdictions, with the exception of Bangkok. As such, the results may not be generalisable to non-English speaking economies.
Practical implications
Insights into factors influencing the success of tourism retail shopping districts are highlighted, especially the role of governance and creativity.
Social implications
The paper indicates that local stakeholders also play a key role in the success of such districts.
Originality/value
This is the first comprehensive, global study of the factors that make tourism shopping districts successful.
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Krista E. Leh, Linda Kay Mayger and Christina Yuknis
This study investigated how superintendents lead the process of within-district racial and socioeconomic integration.
Abstract
Purpose
This study investigated how superintendents lead the process of within-district racial and socioeconomic integration.
Design/methodology/approach
The researchers used Constructivist Grounded Theory methodology to analyze interviews with superintendents, documents and videos from four school districts in suburban, southeastern Pennsylvania.
Findings
The emergent “Leadership for In-District Integration” theory indicated that superintendents who led redistricting initiatives aligned their systems for organizational equity only after developing culturally competent leadership practices and building trusting relationships within the school community. Despite these efforts, only two of the four districts achieved racial or socioeconomic balance in the targeted grade levels. In all districts the efforts to integrate their schools for equity were ongoing.
Practical implications
The current study's findings indicate that school leaders may face less conflict with constituents about school desegregation if they capitalize on existing needs to redraw district boundaries for other purposes. Superintendents seeking to engage in such work should set clear goals for what constitutes desegregation, view integration as more than demographic balancing and seek support to develop culturally competent leadership practices that build trusting relationships among community members.
Originality/value
The Leadership for In-District Integration theory adds conceptual and practical value to the field of educational administration by effectively illustrating what it meant to superintendents to integrate a school system and revealing insights that may help other school leaders make such a change. This research is significant because it is one of the few studies that focuses primarily on leadership factors associated with integration within suburban school districts.
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Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Tenn. 37203. Mrs. Cheney does not sell the books listed here. They are…
Abstract
Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Tenn. 37203. Mrs. Cheney does not sell the books listed here. They are available through normal trade sources. Mrs. Cheney, being a member of the editorial board of Pierian Press, will not review Pierian Press reference books in this column. Descriptions of Pierian Press reference books will be included elsewhere in this publication.