Assessing variation in personal health service delivery and workplace smoking ban enforcement by local health departments

Thesis (Ph.D.)--University of Washington, 2016-08

An Innovation Model for Collaborative Networks of SOA-Based Software Providers

Part 5: Service Orientation in Collaborative Networks

Managerialist vis-à-vis learning and development goals for EAL teachers: A case study of an in-service professional development provider

Under current Western neoliberal philosophy, promotion of efficiency and resolution of issues are typically expected to result from effective management. The education sector, too, has responded well to these expectations. Amongst such expectations, engagement in professional development activities (PDAs) by teachers of English as an additional language (EAL) is widely encouraged, considered to be essential, and usually conducted with a view to facilitate effective and effortless administration. As such, institutional offerings of PDAs driven by managerialist agendas generally tend to be ad hoc attempts to facilitate administrative decisions rather than opportunities for teachers’ lifelong learning and development. Under such circumstances, providers of in-service PDAs are faced with a conflicting dilemma – that of facilitating an effortless flow of administration and, at the same time, promoting teacher learning and development. We foreground one case of such dilemma surrounding the offering of PDAs derived as interview data from an experienced provider of in-service PDAs for EAL teachers.

Service level agreements framework for digital libraries quality of service management

No framework that provides practical approach for the assessment of quality of service level offered by digital libraries exists.This thesis aims to address this gap. The thesis develops a service level agreement (SLA) based mechanisms for the digital libraries to measure and assess the quality of service they deliver to their customers. An SLA is a formal contract between the digital content providers and the digital library consumers.

Toward Self-Organising Service Communities

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.).

The Impact of Internal Market Orientation on Staff Service Behaviours

The impact of service direction, service training and staff behaviours on perceptions of service delivery are examined. The impact of managerial behaviour in the form of internal market orientation (IMO) on the attitudes of frontline staff towards the firm and its consequent influence on their customer oriented behaviours is also examined. Frontline service staff working in the consumer transport industry were surveyed to provide subjective data about the constructs of interest in this study, and the data were analysed using structural equations modelling employing partial least squares estimation. The data indicate significant relationships between internal market orientation (IMO), the attitudes of the employees to the firm and their consequent behaviour towards customers. Customer orientation, service direction and service training are all identified as antecedents to high levels of service delivery. The study contributes to marketing theory by providing quantitative evidence to support assumptions that internal marketing has an impact on services success. For marketing practitioners, the research findings offer additional information about the management, training and motivation of service staff towards service excellence.