This study explored the effects of virtual reality (VR) application on the process and outcome of skill learning. The participants consisted of 60 new employees in the customer network cable service division of a telecommunications company, and the study focused on the learning of optical-fibre fusion splicing skills. The skill-learning test…

Although a significant amount of research has been invested in examining various retention theories, a limited amount of research exists regarding Bible colleges, particularly in relation to retention. While Bible colleges are a niche within the Higher Education sector, they serve an important function of training ministry leaders who have…

Excessive alcohol consumption can result from illegal sales to intoxicated patrons at bars and restaurants. We surveyed bar/restaurant managers about their practices in reducing illegal sales to intoxicated patrons. We found that managers were confident that they could refuse service to intoxicated customers but were less likely to have…

Healthcare organizations are striving to meet legislated and public expectations to include patients as equal partners in their care, and research is needed to guide successful implementation and outcomes. The current research examined the meaning of customer service as related to the culture of care relationships within a Canadian hospital in…

Two research questions guided this study: (1) Is there a gap in customer service quality perception between librarians (service providers) and patrons (service beneficiaries)?; and (2) How do patrons perceive the relational service qualities of librarians who staff the reference desk? Quantitative results based on a Likert scale survey showed no…

The emergence of new technologies has changed the way people communicate. Social media have allowed businesses to connect with customers and to market their products more efficiently. However, these platforms also allow customers to share information and opinions with the company and fellow customers, diverting from previous online service…

Supplier selection knowledge of OTAs businesses is one of the most valuable and significant knowledge since OTAs now operate businesses that gain their benefits from having many kinds of tourism products and services for customers to browse from in their own online booking systems. The better the suppliers, the more successful will OTAs be. The…

An increasing number of all undergraduate students are attending more than one university in their path toward earning a four-year college degree. With a national push toward free and accessible community college and the rising cost of higher education in general, more and more students are transferring between institutions. As a result, four-year…

In this qualitative constructivist study, 36 Israeli preschool teachers who work with children with autism spectrum disorder (ASD) were asked how they perceive the role of parents of children with ASD in their work. Data gathered in semi-structured in-depth interviews are analyzed via grounded theory. The findings show that preschool teachers…

Library public services staff have primarily focused on providing services through interactions with their users. Although service quality and customer satisfaction are important in the delivery of these services, the emphasis and nature of the work have often been influenced by a library-centric philosophy rather than a user-centric philosophy.…

Video Remote Interpreting (VRI) is a modality of interpreting where the interpreter interacts with the other parties-at-talk through an audiovisual link without sharing the same physical interactional space. In dialogue settings, existing research on VRI has mostly drawn on the analysis of verbal behaviour to explore the dynamics of these…

Organizational climate (OC) affects employees, their interactions with students, and is essential to student achievement. However, the research is limited in that it is not clear how college faculty and staff perceive OC factors that may contribute to student academic achievement. The aim of this study was to answer the following research…

English communication has gained its importance for Thai massage employees who are required to interact and provide massage services to foreign customers due to the popularity of Thai massage among foreigners. This study attempts to explore and analyze the needs and problems of Thai massage employees towards English communication in their…

The relative effects of daily and weekly feedback on customer service behavior at a gas station were assessed using an ABC within-subjects design. Four critical service behaviors were identified and measured daily. After baseline (A), weekly feedback (B) was introduced, and daily feedback (C) was introduced in the next phase. The results indicated…

The FY 2015-2019 Five-Year Strategic Plan provides the framework for Federal Student Aid to address the financial aid needs of students and families by utilizing quality data to identify trends and forecast projections which inform policy and operational decisions. Federal Student Aid's (FSA's) plan is composed of five strategic goals: (1) Improve…