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Article
Publication date: 19 June 2007

Brian Jacobs and Steven Suckling

A critical problem for managers in South Staffordshire Council's one‐stop‐shop customer contact centre, known as South Staffordshire Solutions, was how to assess the achievement…

3304

Abstract

Purpose

A critical problem for managers in South Staffordshire Council's one‐stop‐shop customer contact centre, known as South Staffordshire Solutions, was how to assess the achievement of “customer focus” in local services. The purpose of the paper is to view how managers adopted a model of self‐assessment to address the problem.

Design/methodology/approach

The paper shows how the EFQM Excellence Model enabled managers to effectively self‐assess critical performance issues relating to customer focus. It also shows how the assessors used the fundamental concepts of the European Foundation for Quality Management (EFQM) Excellence Model to identify a range of service interrelationships affecting customers.

Findings

The paper finds that the assessors need to take account of the interrelationships between customer focus, results and learning to assess delivery of value to external customers. The EFQM Excellence Model provided South Staffordshire Council with an effective way of self‐assessing customer‐related issues.

Practical implications

The paper shows that self‐assessment enabled managers in the customer contact centre to assess customer focus within the broader context of the Council's Balanced Scorecard commitment to enhancing performance under the Comprehensive Performance Assessment (CPA).

Originality/value

In this paper the assessors used the EFQM model to develop a narrative about sustained customer value creation by combining the fundamental concepts of the model with thinking about the unique value proposition offered to customers by the service.

Details

The TQM Magazine, vol. 19 no. 4
Type: Research Article
ISSN: 0954-478X

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Book part
Publication date: 28 January 2003

Abstract

Details

Progress in Psychobiology and Physiological Psychology
Type: Book
ISBN: 978-0-12-542118-8

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Book part
Publication date: 24 November 2022

Steven Gerrard

An amateur boxer; A professional soldier turned indestructible zombie; A fast-driving heister; A combat pilot on another world; A taco truck driver with a heart of gold; A Smurf;…

Abstract

An amateur boxer; A professional soldier turned indestructible zombie; A fast-driving heister; A combat pilot on another world; A taco truck driver with a heart of gold; A Smurf; Michelle Rodriguez, American actress, has played them all. As Leticia ‘Letty’ Ortiz, Rodriguez' most famous role offers both a sensitive portrayal of a tenacious woman living out a tough existence who exhibits as much courage, strength, moral standing and fibre as her male counterparts, whilst also revealing a softer, emotional side and one that focuses on family and ideals of accepting Motherhood. This is what makes Rodriguez such a fascinating contradiction. Whilst much praise is heaped on other actresses for their roles in action films, this chapter will offer, through both an overview of her action-hero career and in-depth look at Rodriguez's work in the Fast and Furious films, an insight into the importance of this actress to the growing canon of action hero(ine) characters and film stars.

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Article
Publication date: 1 December 2003

Abbas J. Ali, Manton Gibbs and Robert C. Camp

The subject of Jihad has been a fiercly debated topic in the past few decades. Contradictory translations have been adopted by differing religious groups and political camps. In…

931

Abstract

The subject of Jihad has been a fiercly debated topic in the past few decades. Contradictory translations have been adopted by differing religious groups and political camps. In some quarters Jihad has been associated with violence and war. Other quarters perceive the Jihad to mean a striving within oneself and the struggle for self‐improvement. In this paper, the historical and contemporary perspectives of Christianity, Judaism, and Islam regarding Jihad are outlined. The evolution of the meaning of Jihad in each religion is clarified and similarities and dissimilarities among the three religions are highlighted. Various forms of Jihad are presented. The paper, however, argues that true Jihad means an active participation in social improvement and economic development. In addition, the paper provides implications of Jihad for business and organizations.

Details

International Journal of Sociology and Social Policy, vol. 23 no. 12
Type: Research Article
ISSN: 0144-333X

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Article
Publication date: 1 March 2003

Janet M. Alger and Steven F. Alger

Ever since Mead, sociology has maintained a deep divide between human and non human animals. In effect, Mead constructed humans as having capacities that he saw lacking in…

1939

Abstract

Ever since Mead, sociology has maintained a deep divide between human and non human animals. In effect, Mead constructed humans as having capacities that he saw lacking in animals. Recent research on animals has challenged the traditional ideas of Mead and others by providing evidence of animal intelligence, adaptability, selfawareness, emotionality, communication and culture. This paper examines the human‐animal relationship as presented in Introductory Sociology Textbooks to see if this new research on animals has allowed us to move beyond Mead. We find outdated information and confused thinking on such topics as the relationship between language and culture, the development of the self in animals, and the role of instinct, socialization and culture in animal behavior. We conclude that, with few exceptions, the main function of the treatment of animals in these texts is to affirm the hard line that sociology has always drawn between humans and other species.

Details

International Journal of Sociology and Social Policy, vol. 23 no. 3
Type: Research Article
ISSN: 0144-333X

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Article
Publication date: 12 September 2019

Shona Adams and Steven Allan

Rewind is a trauma-focussed exposure technique that is part of Human Givens (HG) therapy. However, there have been no controlled studies examining the effectiveness or…

181

Abstract

Purpose

Rewind is a trauma-focussed exposure technique that is part of Human Givens (HG) therapy. However, there have been no controlled studies examining the effectiveness or acceptability of Rewind, and a previous study comparing HG therapy outcomes with cognitive behaviour therapy (CBT) benchmarks has yet to be replicated. The paper aims to address these issues.

Design/methodology/approach

This preliminary investigation used an observational, quasi-experimental design. Using both between-subject and within-subject designs, the outcome measures of those who had Rewind in the second session and participants who had treatment-as-usual (TAU) in the second session followed by Rewind in the third session were compared. Pre–post treatment scores were used to evaluate the overall HG therapy and to compare with benchmarks.

Findings

Rewind was more effective than control treatment sessions, with 40 per cent recovered and 57 per cent having reliably improved or recovered after the Rewind treatment session. Rewind sessions were rated as acceptable as other treatment sessions. The effect size of HG therapy was above the CBT Clinical Outcomes in Routine Evaluation Outcome-10 (CORE-10) benchmark of 1.22. The recovery rate for treatment completers was 63 per cent, with 91 per cent recovered or reliably improved and was equivalent to the top quartile of services.

Practical implications

Rewind is a promising alternative trauma treatment, as people need not discuss details of the trauma, multiple traumas can be treated in one session and fewer treatment sessions may be needed.

Originality/value

There are few HG studies reported in the peer-reviewed literature. This preliminary study is the first controlled study of Rewind. The findings are also in line with previous research on HG therapy.

Details

Mental Health Review Journal, vol. 24 no. 3
Type: Research Article
ISSN: 1361-9322

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Article
Publication date: 2 February 2015

Iain Williamson, Dawn Leeming, Steven Lyttle and Sally Johnson

Audio-diary methods are under-utilised in contemporary qualitative research. The purpose of this paper is to discuss participants and researchers’ experiences of using…

1708

Abstract

Purpose

Audio-diary methods are under-utilised in contemporary qualitative research. The purpose of this paper is to discuss participants and researchers’ experiences of using audio-diaries alongside semi-structured interviews to explore breastfeeding experiences in a short-term longitudinal study with 22 first-time mothers.

Design/methodology/approach

The authors provide a qualitative content analysis of the participants’ feedback about their experiences of the audio-diary method and supplement this with the perspectives of the research team based on fieldwork notes, memos and team discussions. The authors pay particular attention to the ways in which the data attained from diaries compared with those from the interviews.

Findings

The diaries produced were highly heterogeneous in terms of data length and quality. Participants’ experiences with the method were varied. Some found the process therapeutic and useful for reflecting upon the development of breastfeeding skills whilst negative aspects related to lack of mobility, self-consciousness and concerns about confidentiality. Researchers were positive about the audio-diary method but raised certain ethical, epistemological and methodological concerns. These include debates around the use of prompts, appropriate support for participants and the potential of the method to influence the behaviour under scrutiny. Interview and diary accounts contrasted and complemented in ways which typically enriched data analysis.

Practical implications

The authors conclude that audio-diaries are a flexible and useful tool for qualitative research especially within critical realist and phenomenological paradigms.

Originality/value

This appears to be the first paper to evaluate both participants and researchers’ experiences of using audio-diaries in a detailed and systematic fashion.

Details

Qualitative Research Journal, vol. 15 no. 1
Type: Research Article
ISSN: 1443-9883

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Book part
Publication date: 18 March 2021

J. Yoon Irons and Grenville Hancox

Abstract

Details

Singing
Type: Book
ISBN: 978-1-83867-332-1

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Article
Publication date: 29 June 2010

Dong Young Kim, Vinod Kumar and Steven A. Murphy

The purpose of this paper is to explore the nature of the research topics and methodologies used in the European Foundation for Quality Management (EFQM) Business Excellence Model…

6136

Abstract

Purpose

The purpose of this paper is to explore the nature of the research topics and methodologies used in the European Foundation for Quality Management (EFQM) Business Excellence Model studies, as well as to suggest a future research agenda.

Design/methodology/approach

An integrative literature review methodology was used to explore the diversity of studies being conducted concerning the EFQM model.

Findings

Results of the review indicate that the majority of papers are focused on too few research topics (e.g. performance measurement) with limited methodologies (e.g. case study).

Research limitations/implications

The paper enables researchers and practitioners to recognize the missing avenues of current studies and how these avenues could be improved. It provides ideas to stimulate researchers to take divergent and multiple methodological facts. It will be helpful to enhance both the quality and volume of the EFQM model studies.

Originality/value

This paper identifies the current status of the EFQM model studies in terms of research topic and methodological issues.

Details

International Journal of Quality & Reliability Management, vol. 27 no. 6
Type: Research Article
ISSN: 0265-671X

Keywords

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