Service quality and consumers' experience: Towards an interpretive approach

As marketers and researchers we understand quality from the consumer's perspective, and throughout contemporary service quality literature there is an emphasis on what the consumer is looking for, or at least that is the intention. Through examining the underlying assumptions of dominant service quality theories, an implicit dualistic ontology is highlighted (where subject and object are considered independent) and argued to effectively negate the said necessary consumer orientation. This fundamental assumption is discussed, as are the implications, following a critical review of dominant service quality models. Consequently, we propose an alternative approach to service quality research that aims towards a more genuine understanding of the consumer's perspective on quality experienced within a service context. Essentially, contemporary service quality research is suggested to be limited in its inherent third-person perspective and the interpretive, specifically phenomenographic, approach put forward here is suggested as a means of achieving a first-person perspective on service quality.

Utilização das ferramentas da web 2.0 em contexto educativo nas escolas do 2º e 3º ciclos

Dissertação apresentada à Escola Superior de Comunicação Social como parte dos requisitos para obtenção de grau de mestre em Audiovisual e Multimédia.

Sport Commitment in Wheelchair Basketball: An Interpretive Look into the Lives of Individuals with Physical Disabilities

It is estimated that over 4.4 million people are living in Canada with a reported disability. Due to a number of risk factors associated with potential health concerns and sedentary lifestyles, it is important for people with physical disabilities to lead an active lifestyle. Recreation and leisure pursuits are a great outlet for this to take place. However, in order to gain the long terms benefits of these pursuits one must be committed to an activity. With the use of a collaborative interview method, with the Sport Commitment Model serving as the guiding framework, this study sought to find the underlying factors for continued participation for people with physical disabilities in wheelchair basketball. Through utilizing an interpretive approach it was found that enjoyment, social support, perceived ability and to some extent involvement opportunities, were the main contributors to overall commitment. Criticisms and suggestions for future research are also provided.

Methods and Methodology: an introduction

methodologies, methods, and… Theory Ontology Epistemology Positivism; interpretivism, constructionism, critical approaches

Crafting strategy : embodied metaphors in practice

The rationalist approach to strategizing emphasizes analytical and convergent thinking. Without denying the importance of this approach, this book argues that strategists must learn to complement it with a more creative approach to strategizing that emphasizes synthetic and divergent ways of thinking. The theoretical underpinnings of this approach include embodied realism, interpretivism, practice theory, theory of play, design thinking, as well as discursive approaches such as metaphorical analysis, narrative analysis, dialogical analysis and hermeneutics. The book includes in-depth discussions of these theories and shows how they can be put into practice by presenting detailed analyses of embodied metaphors built by groups of agents with step-by-step explanations of how this process can be implemented and facilitated. The link between theory and practice is further supported by the inclusion of several vignettes that describe how this approach has been successfully employed in a number of organizations, including BASF and UNICEF

The knowledge-based perspective of risk management in healthcare organisations

The aim of this research is to investigate how risk management in a healthcare organisation can be supported by knowledge management. The subject of research is the development and management of existing logs called "risk registers", through specific risk management processes employed in a N.H.S. (Foundation) Trust in England, in the U.K. Existing literature on organisational risk management stresses the importance of knowledge for the effective implementation of risk management programmes, claiming that knowledge used to perceive risk is biased by the beliefs of individuals and groups involved in risk management and therefore is considered incomplete. Further, literature on organisational knowledge management presents several definitions and categorisations of knowledge and approaches for knowledge manipulation in the organisational context as a whole. However, there is no specific approach regarding "how to deal" with knowledge in the course of organisational risk management. The research is based on a single case study, on a N.H.S. (Foundation) Trust, is influenced by principles of interpretivism and the frame of mind of Soft Systems Methodology (S.S.M.) to investigate the management of risk registers, from the viewpoint of people involved in the situation. Data revealed that knowledge about risks and about the existing risk management policy and procedures is situated in several locations in the Trust and is neither consolidated nor present where and when required. This study proposes a framework that identifies required knowledge for each of the risk management processes and outlines methods for conversion of this knowledge, based on the SECI knowledge conversion model, and activities to facilitate knowledge conversion so that knowledge is effectively used for the development of risk registers and the monitoring of risks throughout the whole Trust under study. This study has theoretical impact in the management science literature as it addresses the issue of incomplete knowledge raised in the risk management literature using concepts of the knowledge management literature, such as the knowledge conversion model. In essence, the combination of required risk and risk management related knowledge with the required type of communication for risk management creates the proposed methods for the support of each risk management process for the risk registers. Further, the indication of the importance of knowledge in risk management and the presentation of a framework that consolidates knowledge required for the risk management processes and proposes way(s) for the communication of this knowledge within a healthcare organisation have practical impact in the management of healthcare organisations.

Étude philosophique du renversement juridique canadien concernant l’aide médicale à mourir, à la lumière du débat Hart-Dworkin

Le 6 février 2015, la Cour suprême du Canada a rendu un jugement historique, unanime et anonyme. Dans l’arrêt Carter c. Canada (Procureur général), la Cour reconnaît que l’interdiction mur à mur de l’aide médicale à mourir porte atteinte aux droits constitutionnels de certaines personnes. En effet, les adultes capables devraient pouvoir demander l’aide d’un médecin pour mettre fin à leur vie s’ils respectent deux critères : consentir clairement et de façon éclairée à quitter ce monde et être affecté de problèmes de santé graves et irrémédiables leur causant des souffrances persistantes et intolérables. Or, cette décision constitue un renversement juridique, car un jugement inverse avait été rendu en 1993. En effet, vingt-deux ans auparavant, la Cour suprême avait jugé à cinq contre quatre que l’interdiction du suicide assisté était constitutionnelle. Dans l’arrêt Rodriguez c. Colombie-Britannique, la majorité avait statué que la protection du caractère sacré de la vie dans toute circonstance, tant pour les personnes vulnérables que pour les adultes capables, était une raison suffisante pour ne pas accorder de dérogation aux articles du Code criminel qui concernent le suicide assisté. Les juges majoritaires craignent alors que toute ouverture à l’aide au suicide entraine un élargissement progressif des critères d’admissibilité, ce que plusieurs appellent l’argument du « doigt dans l’engrenage ». Dans le cadre de ce mémoire, le renversement juridique Rodriguez-Carter sera analysé à la lumière du débat entre H. L. A. Hart et Ronald Dworkin. Alors que le premier défend une nouvelle version du positivisme modéré, le second offre une théorie nouvelle et innovatrice, nommée l’interprétativisme. L’objectif est simple : déterminer laquelle de ces deux théories explique le mieux le renversement juridique canadien concernant l’aide médicale à mourir. L’hypothèse initiale soutient que les deux théories pourront expliquer ledit renversement, mais que l’une le fera mieux que l’autre.