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Article
Publication date: 6 July 2010

Robert Teehan and Walter Tucker

This paper tested a model to collect the voice of the customer to improve service delivery in call centers using the concept of failure demand. Customer responses are quantified…

1622

Abstract

Purpose

This paper tested a model to collect the voice of the customer to improve service delivery in call centers using the concept of failure demand. Customer responses are quantified for improvement in service delivery. There are many academic studies reporting effective and validated research methodologies to measure service quality. However, these methods are complex and unwieldy. The purpose of this paper is to adapt the lean service concept of working from the customer's viewpoint – to measure, then improve customer satisfaction, and thereby reduce costs.

Design/methodology/approach

A checklist of best practices for call centers was developed from the literature and multiple iterations used to develop a three part call evaluation system to include value demand, failure demand, not able to determine, and value demand as stated by the customer.

Findings

The findings indicated that the value/failure demand measurement system was useful and many failure demand occurrences occurred.

Research limitations/implications

This paper is limited to service providers in call centers and their managers. Call center operators logged customer perceptions so it has the potential to lack objectivity.

Practical implications

Service providers need simple tools to assess operations, improve quality, and efficiency. This paper will assist in the development of an easy‐to‐use and generic tool for the continuous improvement of services.

Originality/value

The paper is one of very few studies that use the actual customer voice to measure failure demand and call centers can apply this process.

Details

International Journal of Quality and Service Sciences, vol. 2 no. 2
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 15 August 2008

Michael Pitt and Matthew Tucker

This paper aims to examine the state of knowledge of performance measurement in facilities management, in particular regarding the concepts underlying benchmarking in relation to…

7971

Abstract

Purpose

This paper aims to examine the state of knowledge of performance measurement in facilities management, in particular regarding the concepts underlying benchmarking in relation to its ability to drive innovation in the industry.

Design/methodology/approach

An evaluation of the key issues surrounding performance measurement and the effective application of benchmarking systems are examined, exploring the possibility of applying a benchmarking technique to measure facilities performance.

Findings

The paper suggests that a fully developed performance measurement solution via effective benchmarking can deliver as a business tool in facilities management (FM), whilst acting as a driver in the innovation process.

Practical implications

With the nature of performance measurement having changed over the past few decades, the paper acts as a catalyst to how performance measurement systems and techniques operate within FM and stimulate innovation.

Originality/value

By adopting the notion of innovation to performance measurement, the paper highlights new areas of thought to facilities management and how performance measurement is strategically applied to the industry.

Details

Property Management, vol. 26 no. 4
Type: Research Article
ISSN: 0263-7472

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Article
Publication date: 10 June 2014

Bryan W. Booker and Walter Tucker

– This study aims to investigate if new ways of delivering higher education can contribute to economic revitalization by enhancing the economic competitiveness of the workforce.

440

Abstract

Purpose

This study aims to investigate if new ways of delivering higher education can contribute to economic revitalization by enhancing the economic competitiveness of the workforce.

Design/methodology/approach

Case study/conceptual paper.

Findings

This study establishes suggested criteria by which push and pull elements can be utilized to streamline the much needed pedagogical process for mid-career professionals taking asynchronous online graduate classes.

Research limitations/implications

This study had very small sample and focused on further education of mid-career professionals.

Originality/value

The current economic crisis requires new approaches to efficiently improving human capital, and this study proposes one successful approach.

Details

International Journal of Quality and Service Sciences, vol. 6 no. 2/3
Type: Research Article
ISSN: 1756-669X

Keywords

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Book part
Publication date: 17 February 2020

Felicity T. C. Hamer

Abstract

Details

Parental Grief and Photographic Remembrance: A Historical Account of Undying Love
Type: Book
ISBN: 978-1-78769-326-5

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Book part
Publication date: 29 November 2014

Anthony H. Normore and Jeffrey S. Brooks

Leadership and management are concepts regularly used in organizational change and reform literature. This is particularly evident in educational settings and oftentimes…

Abstract

Leadership and management are concepts regularly used in organizational change and reform literature. This is particularly evident in educational settings and oftentimes understood as interchangeable. The school administrator is considered a leadership position, as is department chair in an institution of higher education. Yet, most are engaged daily in management tasks with little to no time spent on leadership (Bush, 2008). In higher education, the complex role of department chair necessitates a multi-task oriented individual (Hecht, Higgerson, Gmelch, & Tucker, 1999) who can both serve and coordinate multiple constituencies and ultimately balance the role of chair with the continuing roles of teacher and scholar. Although they are pulled in many directions there may be no more important leadership position in the institution for those interested in affecting the future of young people as well as their colleagues. In this chapter we discuss the commonalities and differences between leadership and management across the PreK-16 continuum; present the general roles and responsibilities of school-based administrators and university-level department chairs, and; compare leadership readiness and transition processes of school-based and university-level department chairs. Implications for theory and practice are presented.

Details

Pathways to Excellence: Developing and Cultivating Leaders for the Classroom and Beyond
Type: Book
ISBN: 978-1-78441-116-9

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Article
Publication date: 22 November 2023

Ying Zhee Lim, Anna Che Azmi and Tuan Hock Ng

This study aims to extend the current literature on International Financial Reporting Standard (IFRS) teaching by examining the argument by Hodgdon et al. (2013) that arranging…

133

Abstract

Purpose

This study aims to extend the current literature on International Financial Reporting Standard (IFRS) teaching by examining the argument by Hodgdon et al. (2013) that arranging accounting prescriptions into the level of concept, principle and rules is helpful to students in comprehending the complex set of accounting standards. Besides, the study aims to attest the argument that analogy is a useful tool in teaching, especially when dealing with complex knowledge or concepts.

Design/methodology/approach

The study used a 3 × 2 between-subjects design, which includes the independent variables of the three-step teaching method (concept-only, concept + principle and concept + principle + rules) and the presence or absence of analogy.

Findings

The findings support Hodgdon et al. (2013). However, the combination of Hodgdon et al.’s (2013) technique with analogy resulted in only better-perceived comprehension under the concept-only condition.

Research limitations/implications

There are limitations to the use of analogy as an instructional tool. The reasoning behind an analogy is that it is produced from different fields in which the target and source topics have only some similarity in structure or function. This suggests a limited capacity in which the source topic can be used to fully explain a targeted topic, and thus caution needs to be exercised in the use of analogy as a teaching tool. Additionally, this study uses a perceived understanding of control in IFRS 15. While perceived understanding may likely result in actual comprehension, there is a possibility that this may not be the case. Finally, this study did not consider about how rule comprehensiveness is affected.

Practical implications

The findings of this study provide a useful combination of teaching tools to educators on how to deliver technical business subjects such as accounting effectively.

Originality/value

This paper aims to answer the call by Hodgdon et al. (2013) to verify the effectiveness of teaching IFRS via the three-step approach. In addition, this study extends the literature by examining whether an analogy could be used with the three-step approach to effectively improve students’ understanding of IFRS.

Details

Journal of International Education in Business, vol. 17 no. 1
Type: Research Article
ISSN: 2046-469X

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Article
Publication date: 1 June 1912

The British Medical Journal observes that there is overwhelming evidence that the digestive disorders to which many young children are subject have resulted from the practice of…

30

Abstract

The British Medical Journal observes that there is overwhelming evidence that the digestive disorders to which many young children are subject have resulted from the practice of feeding them upon certain foods largely composed of starch. Hitherto no very great effort has been made to prevent these foods being sold, beyond the general advice which is given to mothers and nurses by doctors and health visitors as to the harmfulness of them. Our contemporary points out that the County Council of Rutland have, however, succeeded in obtaining a conviction before the local justices against a druggist for selling an infants' food which was found by the Public Analyst for the County to contain upwards of 70 per cent. of practically unaltered starch, and which was therefore held to be not of the nature, substance, and quality demanded by the purchaser. It appears that the preparation was described as being suitable for an infant only a few days old. A dessertspoonful of the mixture was directed to be put into a basin to be mixed to the thickness of a smooth cream with cold milk or water; to this was to be added half a pint of milk and water in equal parts, and it was then to be brought to the boil. It was contended by the vendor that the boiling would convert the starch into sugar, and this view was supported by a member of the “Society of Public Analysts and other Analytical Chemists.” The British Medical Journal further observes that there are some artificially prepared infants' foods, not containing 70 per cent of starch, in which the conversion of the starch into saccharine bodies may become complete, but considers that it is not very satisfactory that the harmfulness or otherwise of such preparations should be left to the decision of a local bench of magistrates—a course which may well be compared to our disadvantage with that which it is now possible to adopt in Queensland under the provisions of the Health Act of 1911. Section 17 of the Act enables the Health Commissioner to cause to be examined any food which is advertised, for the purpose of ascertaining its composition, properties, or efficiency. He may then report the result of the examination to the Government and publish his report in any newspaper which circulates in the colony. Moreover, the Governor in Council may, on the recommendation of the Health Commissioner, prohibit the advertising or sale of any food which, in the opinion of the Commissioner, is injurious to life or health. Until such an enactment is in force in this country it must be left to other public authorities to follow the example of the Rutland County Council.,

Details

British Food Journal, vol. 14 no. 6
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 1 February 1997

Henry H. Rossbacher and Tracy W. Young

In King Henry VIII, Cardinal Wolsey, in his final speech of expiation, urges Cromwell to act honourably, arguing: ‘corruption wins not more than honesty’. Hopefully, the radical…

178

Abstract

In King Henry VIII, Cardinal Wolsey, in his final speech of expiation, urges Cromwell to act honourably, arguing: ‘corruption wins not more than honesty’. Hopefully, the radical nature of this sentiment did not cause the historic burning of the Globe Theatre during the inaugural performances of the play. Just as Wolsey's recantation of his past sins and practices came a little too late with much too little, so American and, especially, international anti‐corruption efforts have been either nonexistent or, at the least, largely admonitory.

Details

Journal of Money Laundering Control, vol. 1 no. 2
Type: Research Article
ISSN: 1368-5201

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Article
Publication date: 1 January 1993

Imad B. Baalbaki and Naresh K. Malhotra

By standardizing the marketing effort over similar worldwidesegments and differentiating it across dissimilar worldwide segments,the international marketing manager is able to…

8418

Abstract

By standardizing the marketing effort over similar worldwide segments and differentiating it across dissimilar worldwide segments, the international marketing manager is able to reap the advantages of both standardization and customization. The choice of the variables by which to segment the global market is crucial. Traditionally, purely environmental bases (geographic, political, economic, and cultural) were used as bases for international market segmentation. Proposes that international marketers group relevant markets based on both environmental as well as marketing management bases. The marketing management bases are classified as: (1) product‐related; (2) promotion‐related; (3) price‐related; and (4) distribution‐related. Derives number of propositions with direct implications for international marketing strategy and segmentation with respect to these bases. Highlights the managerial implications of the variables encompassed by these bases. Proposes the empirical investigation of the derived propositions as a research agenda for the future.

Details

International Marketing Review, vol. 10 no. 1
Type: Research Article
ISSN: 0265-1335

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Article
Publication date: 1 June 1995

Michael Tucker, Walter Hlawischka and Jeff Pierne

The role of art in a portfolio of investments is examined using Sotheby's art index as & proxy for returns on art investments. Historical data for portfolios of artwork and other…

564

Abstract

The role of art in a portfolio of investments is examined using Sotheby's art index as & proxy for returns on art investments. Historical data for portfolios of artwork and other financial securities over the period 1981 to 1990 are used to construct the optimal mean‐variance portfolio. The art investment receives over 36% of this portfolio. This large percentage can be traced in part to the low correlation of art returns to the returns of other financial securities. Clearly investments in art deserve the serious consideration of mean‐variance investors

Details

Managerial Finance, vol. 21 no. 6
Type: Research Article
ISSN: 0307-4358

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