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Purpose The purpose of this paper is to describe and test a construct of perceived justice from an airline and hospital industry perspective. Furthermore, the similarities and differences of perceived justice in negative service encounters within the airline and hospital setting, and the...
Purpose The purpose of this paper is twofold on the one hand, to point out the concepts of quality and value on the other hand to explain how university placement services can increase the value created for the various stakeholders of a University.Designmethodologyapproach The methodology is...
Purpose– Research on value co-creation has gained ground rapidly but remained at a very theoretical level. Thus, it has provided relatively little insight into the nature of individual processes of service provision/value creation, and how firms interact with their customers and contribute to...
Purpose Research suggests that servicedominant designs are superior to goodsdominant but why The purpose of this paper is to answer three questions. First, in what way is a service system based on servicedominant logic SDL superior to one based on goodsdominant logic GDL Second, which...
Purpose– Imai defined Kaizen as: “a means of continuing improvement in personal life, home life, social life, and working life. At the workplace, Kaizen means continuing improvement involving everyone – managers and workers alike”. According to Imai, Kaizen can take at least three forms: Kaizen...
Purpose– The purpose of this paper is to assess the performance of an e-learning software system to ensure its teaching and learning quality, contextual relevance and longer operational life to achieve economies of scale. Design/methodology/approach– A Goal-Question-Metric (GQM) paradigm along...
Purpose– Effective human resource planning allows management to recruit, develop and deploy the right people at the right place at the right time, to meet organizational internal and external service level commitments. Firms are constantly looking out for strategies to cope with skill shortages...
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