671 resultados para Service Recovery, Frontline Employee, Service Failure, Customer Advocacy


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This article presents one teacher’s perspective on issues of student difference. ‘Elissa’s’ account begins with her views as a pre-service teacher and continues through to her early career teaching. Elissa’s overwhelming tendency to construct students of difference as deficit alongside her efforts to ‘fix’ these deficits to align with an Anglo-Australian middle class ideal strongly resonate with concerns long expressed in the literature about teacher–student cultural discontinuity; teachers’ ill-preparedness for addressing student diversity; and the failure of universities to support pre-service teachers in this respect. Amid broader climates of unprecedented diversity where equity for marginalised groups is a mandated schooling goal, Elissa’s story is another cautionary tale. It further illuminates the gap between the kinds of teachers currently being produced and the kinds of teachers likely to realise social justice through education. As such it provides further warrant for rethinking how best to support teachers to productively address student diversity.

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This paper discusses a framework in which catalog service communities are built, linked for interaction, and constantly monitored and adapted over time. A catalog service community (represented as a peer node in a peer-to-peer network) in our system can be viewed as domain specific data integration mediators representing the domain knowledge and the registry information. The query routing among communities is performed to identify a set of data sources that are relevant to answering a given query. The system monitors the interactions between the communities to discover patterns that may lead to restructuring of the network (e.g., irrelevant peers removed, new relationships created, etc.).

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We present the first detailed application of Meadows’s cost-based modelling framework to the analysis of JFK, an Internet key agreement protocol. The analysis identifies two denial of service attacks against the protocol that are possible when an attacker is willing to reveal the source IP address. The first attack was identified through direct application of a cost-based modelling framework, while the second was only identified after considering coordinated attackers. Finally, we demonstrate how the inclusion of client puzzles in the protocol can improve denial of service resistance against both identified attacks.