Understanding service experience in non-profit performing arts: Implications for operations and service management

Recent research in the non-profit performing arts has shown that marketing efforts designed to increase revenue from ticket sales are not achieving the results required to sustain the performing arts. This paper applies operations management analytical techniques to the non-profit performing arts to increase understanding of operational issues and inform service management strategy. The paper takes a two-study idiographic approach. Implementing a modified version of service transaction analysis (STA), Study One describes a performing arts service from provider and customer perspectives, identifies service gaps and develops an elaborated service description incorporating both perspectives. In Study Two, building on the elaborated service description and extant research, in-depth interviews are conducted to gather thick descriptions of predictors of satisfaction, value and service quality as they relate to repurchase intention (RI). Technical, functional and critical factors required to improve organizational performance are identified. Implications for operational strategy, service design and service management theory for this context are discussed. (c) 2005 Published by Elsevier B.V.

In situ studies on service life and pick consumption characteristics of shearer drums

Longwall shearers usually suffer from excessive pick and pickholder consumptions and severe wear of the backplate of the clearance ring section of shearer drums. In practice, most of the drums were seen to be withdrawn from the face due to the abovementioned problems, while vane picks and their holders were intact due to the improper lacing design of the clearance ring picks. However, few underground investigations and their results on the effect of lacing arrangement of clearance picks on the service life of shearer drums have been published. Nevertheless, the pick consumption characteristics of shearer drums were not investigated in detail, since these are fewer pick consumptions with shearers when compared to roadheaders. This paper is concerned with the comprehensive in situ trials on the effect of lacing of clearance ring picks on the lifespan of shearer drums, and the pick consumption characteristics of longwall shearers at Cayirhan Coal Mine in Turkey. The lifespan of shearer drums employed with shearers in this mine increased 70 per cent, while the consumption rate of clearance ring picks decreased three fold through using an alternative lacing for clearance picks, indicating the significance of utilizing proper design techniques for clearance ring picks for the service life of shearer drums. Statistical analyses carried out, using the raw pick consumption data, implied that the clearance ring picks experienced much higher loads than vane picks, revealing that special attention must be paid to designing clearance ring picks. An average maximum consumption value of 41 was determined for clearance ring picks, with corner-cutting picks having the most replacements, while it was 35 for vane picks, on three-day based pick replacements.

Life Cycle Assessment (LCA) Applied to the Design of an Innovative Drying Process for Sewage Sludge

Most adverse environmental impacts result from design decisions made long before manufacturing or usage. In order to prevent this situation, several authors have proposed the application of life cycle assessment (LCA) at the very first phases of the design of a process, a product or a service. The study in this paper presents an innovative thermal drying process for sewage sludge called fry-drying, in which dewatered sludge is directly contacted in the dryer with hot recycled cooking oils (RCO) as the heat medium. Considering the practical difficulties for the disposal of these two wastes, fry-drying presents a potentially convenient method for their combined elimination by incineration of the final fry-dried sludge. An analytical comparison between a conventional drying process and the new proposed fry-drying process is reported, with reference to some environmental impact categories. The results of this study, applied at the earliest stages of the design of the process, assist evaluation of the feasibility of such system compared to a current disposal process for the drying and incineration of sewage sludge.

Kick'n'on: The design and evaluation of a group programme for young males with psychotic disorders

Young men with psychotic disorders have persistently poorer outcomes in social functioning when interventions aimed at arresting social isolation are not implemented. Recent literature has indicated that it is important to develop rehabilitation programmes that are based on areas of needs that are identified by the participants. To assist in the design of a group programme, a qualitative (focus group) investigation of the perceptions of young males concerning male roles and identity in today’s society was conducted. The participants were six young males with psychotic disorders who had been referred to an Australian regional rehabilitation service to address poor social functioning and social isolation. Three main themes emerged from the focus groups. These were role models, concept of what is a man, and societal expectations. The findings were used to develop a group programme called Kick’n’On.

An online community of practice for pre-service and beginning teachers of secondary mathematics

The aim of this study was to investigate how a community of practice focused on learning to teach secondary mathematics was created and sustained by pre-service and beginning teachers. Bulletin board discussions of one pre-service cohort are analysed in terms of Wenger’s (1998) three defining features of a community of practice: mutual engagement, joint enterprise, and a shared repertoire. The study shows that the emergent design of the community contributed to its sustainability in allowing the pre-service teachers to define their own professional goals and values. Sustainability was also related to how the participants expanded, transformed, and maintained the community during the pre-service program and after graduation.

Work at hand: an exploration of gesture in the context of work and everyday life to inform the design of gestural input devices

This research explores gestures used in the context of activities in the workplace and in everyday life in order to understand requirements and devise concepts for the design of gestural information appliances. A collaborative method of video interaction analysis devised to suit design explorations, the Video Card Game, was used to capture and analyse how gesture is used in the context of six different domains: the dentist's office; PDA and mobile phone use; the experimental biologist's laboratory; a city ferry service; a video cassette player repair shop; and a factory flowmeter assembly station. Findings are presented in the form of gestural themes, derived from the tradition of qualitative analysis but bearing some similarity to Alexandrian patterns. Implications for the design of gestural devices are discussed.