The "embedded librarian" as a concept has emerged in the literature only recently, but has quickly gained footing as a model of practice. Many scholarly explorations of embedded librarianship have been published, though no two works define this concept in the exact same way. David Shumaker's description seems to be particularly apt: "Embedded…

To enhance their competitive advantage in the marketplace, many business leaders develop market orientation strategies designed to increase customer engagement. These market orientation strategies include improvement in service delivery, relationship management, customer satisfaction, and quality control methods. There is a lack of understanding…

Over the last three decades, higher education institutions have found themselves using vernacular that was once chiefly found in business disciplines, such as value-added and competitive advantage. With the rising costs of tuition, newer-generation students are seeing themselves more and more as customers and universities are beginning to adopt…

Background: Despite recent recognition of the need for preventive sexual health materials for people with intellectual disability (ID), there have been remarkably few health-based interventions designed for people with mild to moderate ID. The purpose of this study was to evaluate the effects of a computer-based interactive multimedia (CBIM)…

This dissertation establishes a novel framework and the implementation steps necessary to guide the acceleration of economic growth through the transformation from a product-based orientation to co-created e-Services. Co-creation promotes the sharing of innovation in the development and delivery of services in a close partnership between end users…

Purpose: The purpose of this paper is to provide a critical analysis of the importance of service excellence in higher education. Design/methodology/approach: The research upon which this paper is based employed a phenomenological approach. This method was selected for its focus on respondent perceptions and experiences. Both structured and…

Bringing together women and family in quality perspective brings about interesting discussions in this paper. By integrating previous studies and considering expert opinions, we determine the variables and dimensions with respect to women's existence regarding their roles both in the family and at work. Many activities carried out by women…

Information services managers have a responsibility to provide the best information delivery possible. The basic principles of total quality management can be used by information professionals to help justify library funding through the creation of an environment where customer-patron satisfaction is paramount. This book reveals how to apply the…

Enormous demands for online degrees in higher education have increased the pressure on universities to launch web courses and degrees quickly and, at times, without properly attending to the quality of these ventures. There is scarce research that defines which quality indicators are used to assess cyberlearning environments, how different…

Addresses outsourcing of school facilities services and the steps facilities services staff can take to help preserve their jobs. Steps include increasing organizational communication of staff efforts; investigating computer software to better manage service delivery; training and motivating staff in new ideas and practices; and establishing goals…

The emerging economic paradigm of higher education will make enhancing national productivity the primary goal; emphasize the mastery of learning skills over rote learning; and operate around the principle of customer service, viewing students as customers. Total Quality Management (TQM), as applied to education, shares this focus on customer…

This paper explores some of the ways in which the National Museum of Australia is using Web analysis tools to shape its future directions in the delivery of online services. In particular, it explores the potential of quantitative analysis, based on Web server log data, to convert these ephemeral traces of user experience into a strategic…

This document is a questionnaire designed for work-based learning providers. It is a diagnostic benchmarking tool developed to give organizations a snapshot of their current state. Following a brief introduction, there are instructions for filling in the questionnaire, which includes both open-ended response and scoring according to a…

Service organizations are encouraged to consider the manner in which employees perform at the customer/front-line employee interface, as a means to gain competitive advantage. The employee's behaviour requires "emotional labour" where the front-line employee (academic), has to either conceal or manage actual feelings for the benefit of a…

This document is the final report of a demonstration project during which the corporation First Chicago/NBD and a local education agency developed and delivered basic skills training to the corporation's nonexempt work force. The report describes the following key project activities: basic skill needs analyses for various customer services…