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Journal articles on the topic 'Clients service'

Author: Grafiati

Published: 30 May 2022

Last updated: 31 July 2025

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1

Javier, Lydenren, and MARC LESTER QUINTANA. "Client Satisfaction and Quality of Rendered Services of Landbank San Pablo Rizal Avenue Branch: A Basis for Strategic Plan." Journal of Business and Management Studies 6, no. 6 (2024): 150–64. http://dx.doi.org/10.32996/jbms.2024.6.6.8.

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The study was about client satisfaction and service quality using the SERVQUAL Model at Landbank San Pablo Rizal Avenue Branch, which served as the basis for the strategic plan. The study uses a descriptive correlation design complemented by a quantitative approach and a multi-staged stratified sampling technique to analyze 200 bank clients. Moreover, the research used a modified adapted survey instrument for data gathering. The frequency count and percentage were utilized to ascertain the client's demographic profile. Mean and standard deviation were employed to assess client satisfaction and

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Melville, Angela, and Karen Laing. "Closing the gate: family lawyers as gatekeepers to a holistic service." International Journal of Law in Context 6, no. 2 (2010): 167–89. http://dx.doi.org/10.1017/s1744552310000066.

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AbstractIn 2001, the Legal Services Commission (LSC) introduced a new pilot, the Family Advice and Information Network (FAInS), which recognised that family law clients typically face a cluster of legal and non-legal issues. Family lawyers involved in FAInS were encouraged to address a client’s legal problems, and then refer the client to other services for assistance with non-legal issues. In this way, family law clients were to be offered a holistic service, with the lawyer acting as a ‘case manager’ who helped match services to their client’s individual needs. This article presents data dra

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Weiste, Elina, Nanette Ranta, Melisa Stevanovic, Henri Nevalainen, Annika Valtonen, and Minna Leinonen. "Narratives about Negative Healthcare Service Experiences: Reported Events, Positioning, and Normative Discourse of an Active Client." Healthcare 10, no. 12 (2022): 2511. http://dx.doi.org/10.3390/healthcare10122511.

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Narratives about clients’ service experiences in healthcare organizations constitute a crucial way for clients to make sense of their illness, its treatment, and their role in the service process. This is important because the client’s role has recently changed from that of a passive object of care into an active responsible agent. Utilizing Bamberg’s narrative positioning analysis as a method, and 14 thematic interviews of healthcare clients with multiple health-related problems as data, we investigated the expectations of the client’s role in their narratives about negative service experienc

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Sanabria Navarro, José Ramón, Yahilina Silveira Pérez, Lisbet Guillen Pereira, and Digna Dionisia Pérez Bravo. "Emprendimientos deportivos: Caso Subregión Sabana, Departamento de Sucre, Colombia (Sport entrepreneurship: Sub-region Sabana, Department of Sucre, Colombia)." Retos, no. 35 (September 3, 2018): 140–46. http://dx.doi.org/10.47197/retos.v0i35.64124.

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El objetivo del estudio es analizar el estado actual de los emprendimientos deportivos de la subregión Sabana del Departamento de Sucre, Colombia. El año promedio de creación de los emprendimientos es 2016, administrados por hombres de 27- 56 años. Se estudiaron dos muestras, 900 clientes y 64 emprendedores deportivos. La metodología consiste en una investigación aplicada, con intervención en las comunidades, para lo cual se emplean métodos teóricos, empíricos y estadísticos. El diagnóstico inicial permite un análisis comparativo desde la percepción de clientes y emprendedores, a partir de las

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Fontaine, Richard, Soumaya Ben Letaifa, and David Herda. "An Interview Study to Understand the Reasons Clients Change Audit Firms and the Client's Perceived Value of the Audit Service." Current Issues in Auditing 7, no. 1 (2013): A1—A14. http://dx.doi.org/10.2308/ciia-50476.

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SUMMARY Audit firms are concerned that clients perceive the audit service as a commodity, with little value added, resulting in clients switching to firms that offer lower fees. However, the auditing literature lacks qualitative insight from clients on the reasons that they change audit firms and their perceptions of the value of audit services. To better understand the client's perspective, we conducted interviews with 20 financial managers who participate in audit firm appointment decisions. Our results suggest that the quality of the auditor-client relationship is the key determinant of aud

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Swerissen, Hal, John Stanton, Sandra Marshall, Chris Peterson, and Linda Tilgner. "An Evaluation of a Shared Care Diabetes Project." Australian Journal of Primary Health 6, no. 2 (2000): 30. http://dx.doi.org/10.1071/py00016.

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Shared care projects involve cooperation between general practitioners, specialist health professionals, and education and support services, to ensure clients receive optimal assessment, treatment and support. The Melbourne Division of General Practitioners Diabetes Service provided shared care to improve the care of patients with diabetes mellitus and reduce the incidence of complications. An evaluation of the Service was conducted using a database of 847 client records maintained by the Service and a survey of 35 GPs and 134 clients. Analysis of the client database indicated a positive trend

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Brewington, Vincent, Sherry Deren, Lorinda Arella, and Joan Randell. "Obstacles to Vocational Rehabilitation: The Clients' Perspectives." Journal of Applied Rehabilitation Counseling 21, no. 2 (1990): 27–37. http://dx.doi.org/10.1891/0047-2220.21.2.27.

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The research literature indicates that vocational rehabilitation services are underutilized in many drug treatment programs. This study explored the perceptions of drug treatmentclients concerning use of vocational/educational (V/E) services. Clients from four methadone maintenance treatment clinics were Interviewed regarding: (a) types of VIE services received and desired by clients, (b) perceived obstacles to the use of clinic V/E services, and (c) client/clinic characteristics that may affect service utilization. Although Individuals generally reported receiving vocational counseling, many

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Kinyenje, Erick S., Talhiya A. Yahya, Mbwana M. Degeh, et al. "Clients satisfaction at primary healthcare facilities and its association with implementation of client service charter in Tanzania." PLOS ONE 17, no. 8 (2022): e0272321. http://dx.doi.org/10.1371/journal.pone.0272321.

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Background Client service charter (CSC) provides information about what people can expect in a facility’s services; what is expected of clients and service providers. Tanzania implemented Star Rating Assessment (SRA) of primary health care (PHC) facilities in 2015/16 and 2017/18 using SRA tools with 12 service areas. This paper assesses the status of service area 7, namely client focus that checked if client was satisfied with services provided and implementation of CSC through three indicators–if: CSC was displayed; CSC was monitored; client feedback mechanism and complaints handling was in p

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Tchernichovski, Ofer, Marissa King, Peter Brinkmann, et al. "Tradeoff Between Distributed Social Learning and Herding Effect in Online Rating Systems." SAGE Open 7, no. 1 (2017): 215824401769107. http://dx.doi.org/10.1177/2158244017691078.

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We investigated how social diffusion increased client participation in an online rating system and, in turn, how this herding effect may affect the metrics of client feedback over the course of years. In a field study, we set up a transparent feedback system for university services: During the process of making service requests, clients were presented with short-term trends of client satisfaction with relevant service outcomes. Deploying this feedback system initially increased satisfaction moderately. Thereafter, mean satisfaction levels remained stable between 50% and 60%. Interestingly, at

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Amador, Ezza Mae Nequinto. "Examining the Influence of Service Quality on Client Satisfaction in Government Offices: A Literature Review." Journal of Economics, Management and Trade 31, no. 7 (2025): 146–57. https://doi.org/10.9734/jemt/2025/v31i71317.

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Aims: This study aims to examine the influence of service quality on client satisfaction in government offices through a comprehensive literature review. Study Design: This research utilizes a systematic literature review design, examining peer-reviewed articles that focus on service quality and client satisfaction in the public sector. Place and Duration of Study: This study was conducted in Bacolod City from April to May 2025. Methodology: This study employed a systematic literature review approach to examine the influence of service quality on client satisfaction in government offices. Exis

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Molenaar, Robert, Susan Lee, Jodi Lynch, and Kelly Rogerson. "Voluntary Assisted Dying and Community Palliative Care: A Retrospective Study in Victoria, Australia." Nursing Reports 15, no. 2 (2025): 34. https://doi.org/10.3390/nursrep15020034.

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Background/Objectives: Voluntary Assisted Dying in Australia was first legislated in 2019, with significant concern expressed by palliative care services about the impact on services. We aimed to describe the impact of Voluntary Assisted Dying on community-based palliative care client care. Methods: This study was a retrospective cohort study that compared the characteristics and outcomes of clients who expressed interest in VAD, those who chose voluntary assisted death, and the broader client population of the service. Results: Only 4% of the total client population expressed interest in VAD,

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Pyatt, Alison Z., Keith Walley, Gillian H. Wright, and Emma C. L. Bleach. "Co-Produced Care in Veterinary Services: A Qualitative Study of UK Stakeholders’ Perspectives." Veterinary Sciences 7, no. 4 (2020): 149. http://dx.doi.org/10.3390/vetsci7040149.

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Changes in client behaviour and expectations, and a dynamic business landscape, amplify the already complex nature of veterinary and animal health service provision. Drawing on prior experiences, veterinary clients increasingly pursue enhanced involvement in services and have expectations of relationship-centred care. Co-production as a conceptualisation of reciprocity in service provision is a fundamental offering in the services sector, including human medicine, yet the role of co-production in veterinary services has been minimally explored. Utilising a service satisfaction framework, semi-

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Kurki, Anna-Leena, Elina Weiste, Hanna Toiviainen, Sari Käpykangas, and Hilkka Ylisassi. "Co-development of client involvement in health and social care services: examining modes of interaction." Journal of Health Organization and Management 38, no. 9 (2024): 19–35. http://dx.doi.org/10.1108/jhom-10-2022-0310.

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PurposeThe involvement of clients in service encounters and service development has become a central principle for contemporary health and social care organizations. However, in day-to-day work settings, the shift toward client involvement is still in progress. We examined how health and social care professionals, together with clients and managers, co-develop their conceptions of client involvement and search for practical ways in which to implement these in organizational service processes.Design/methodology/approachThe empirical case of this study was a developmental intervention, the clien

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Melville, Angela, and Karen Laing. "Personal Action Plans: evaluating self-management initiatives in family law." International Journal of Law in Context 4, no. 2 (2008): 149–67. http://dx.doi.org/10.1017/s1744552308002048.

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AbstractPersonal Action Plans (PAPs) have been used to encourage client self-management within healthcare services, and are a novel innovation within legal services. This paper examines the use of PAPs by publicly funded family lawyers in England and Wales. It was intended that PAPs were written collaboratively between lawyers and clients in order to assist clients to clarify and resolve issues independently, and aid referrals to other service providers. Whereas self-management initiatives work best when service providers take a client-aligned approach, our research demonstrates that the PAPs

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Grierson, Stuart, and Ross Brennan. "Referrals for new client acquisition in professional services." Qualitative Market Research: An International Journal 20, no. 1 (2017): 28–42. http://dx.doi.org/10.1108/qmr-04-2016-0039.

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Purpose The purpose of this paper is to address the following research question: What are the perceptions of professionals and consumers regarding the antecedents of client referrals in the financial advice sector? Design/methodology/approach A total of 61 qualitative interviews were conducted, with the following three key groups: independent financial advisers (IFAs; 20 interviews), clients of IFAs (26 interviews) and consumers who manage their own financial affairs and do not use the services of an IFA (15 interviews). Findings The financial advisers interviewed believe that client referrals

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Herda, David N., and James J. Lavelle. "How the Auditor-Client Relationship Affects the Extent of Value-Added Service Provided to the Client." Current Issues in Auditing 7, no. 1 (2012): P9—P14. http://dx.doi.org/10.2308/ciia-50343.

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SUMMARY This article summarizes our recent study, “Auditor Commitment to Privately Held Clients and its Effect on Value-Added Audit Service” (Herda and Lavelle 2013), which examines how the relationship between individual auditors and their clients affects the extent of value-added services that clients receive. Based on a survey of 204 auditors at two public accounting firms, we find that the auditor-client relationship, measured in terms of the auditor's commitment to the client (i.e., client commitment), develops in response to auditor perceptions of fair treatment and support received from

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Asmoredjo, Jolanda, Mariëlle D. Beijersbergen, and Judith R. L. M. Wolf. "Client Experiences With Shelter and Community Care Services in the Netherlands." Research on Social Work Practice 27, no. 7 (2016): 779–88. http://dx.doi.org/10.1177/1049731516637426.

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Purpose: To gain insight into client experiences with shelter or community care services for homeless people, homeless youth, and abused women and identify priority improvement areas. Methods: Seven hundred and forty-four clients rated their experiences and 116 clients rated the services’ importance. Results: Clients had most positive experiences with the client–worker relationship and least positive experiences with the results of services. Abused women’s service providers scored higher than homeless adults and youth service providers. Day and night shelters scored lowest, followed by crisis

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Pagliara, Francesca, Marie Delaplace, and Riccardo Cavuoto. "Mixed High-Speed, Conventional and Metro Central Rail Stations as Places to Work: The Case Study of Naples." Open Transportation Journal 10, no. 1 (2016): 108–18. http://dx.doi.org/10.2174/1874447801610010108.

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According to the innovation in services theory any substitution or addition of characteristics to a service is considered as incremental innovation with the objective of improving the final client’s utility. Moreover by service relationship, it is meant the establishment of relationships between the client and the provider with the objective of producing the final product. In the light of this theory stations are here conceived as a set of services and the added characteristics as temporary offices designed inside and around High Speed Rail stations. Therefore, the traditional concept of a sta

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Harrison, Peta, Catriona Ooi, and Timothy E. Schlub. "An express sexual health service: in and out in a jiffy." Australian Health Review 40, no. 3 (2016): 273. http://dx.doi.org/10.1071/ah14255.

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Objectives The aims of the present study were to assess client satisfaction with existing services, gauge the interest in an express service option and to compare waiting times before and after the introduction of an express service. Methods A survey evaluating satisfaction with existing services, waiting times and interest in an express service was offered to all clients attending the Western Sydney Sexual Health Centre in May 2013. A pilot of the express service ran from May to December 2013, and a follow-up survey was conducted in December 2013. Results There was a high level of interest in

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Cardona, Carolina, Funmilola M. OlaOlorun, Elizabeth Omulabi, et al. "The relationship between client dissatisfaction and contraceptive discontinuation among urban family planning clients in three sub-Saharan African countries." PLOS ONE 17, no. 8 (2022): e0271911. http://dx.doi.org/10.1371/journal.pone.0271911.

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Although researchers and practitioners have suggested that the quality of family planning services impacts contraceptive discontinuation, establishing a causal relationship has been challenging, primarily due to data limitations and a lack of agreement on how to measure quality. This longitudinal study estimated the relationship of the dissatisfaction with family planning services on contraceptive discontinuation for a sample of 797 female clients who sought family planning services at urban facilities across Kenya, Nigeria, and Burkina Faso. Clients who sought family planning services were fi

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SACHUK, Roman. "Business model of international consulting: main characteristics and elements." Economics. Finances. Law 7/2024, no. - (2024): 121–24. http://dx.doi.org/10.37634/efp.2024.7.25.

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Based on the analysis of the essence and modern types of business models of enterprises, the basic professional service business model of the international consulting "Consultant" and reveals its main characteristics is substantiates: the B2B model, the modification of the "Producer" business model, the integration of elements of service and digital business models, customer orientation. Based on the Business Model Canvas, the main components of the basic business model of international consulting are revealed: key partners: partner intra-service and inter-service networks of the consulting fi

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Goeman, Dianne, Jane Howard, and Rajna Ogrin. "Implementation and refinement of a community health nurse model of support for people experiencing homelessness in Australia: a collaborative approach." BMJ Open 9, no. 11 (2019): e030982. http://dx.doi.org/10.1136/bmjopen-2019-030982.

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ObjectiveTo implement, refine and evaluate an assertive community health nurse (CHN) model of support for people experiencing or at risk of homelessness that aims to improve their access to health and social care services.MethodsParticipants were recruited between 30 August 2013 and 31 October 2015, including clients residing in a Victorian southern Melbourne metropolitan suburb, who registered with the CHN and stakeholders from local service provider organisations engaging with the CHN. A collaborative approach using demographic data collected from client records to identify need and measure

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Raičević, Milica, and Dijana Medenica Mitrović. "Satisfaction and loyalty of clients towards banking products and services." Economic Analysis 51, no. 3-4 (2018): 115–24. http://dx.doi.org/10.28934/ea.18.51.34.pp115-124.

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Transformation of the banking sector has led to today's banks providing a complete service - financial service both on the domestic and international level. The focus of their business is the client whose loyalty depends on the operations of the bank. The aim is to indicate that there is a direct link between the quality of the banking product and the service that affects the client's satisfaction and loyalty, which directly affects the bank's business and its competitive advantage in the financial market. The paper gives a theoretical and practical overview of the quality of service, satisfac

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O'Donnell, Maryanne, Gordon Parker, Miriam Proberts, et al. "A Study of Client-Focused Case Management and Consumer Advocacy: The Community and Consumer Service Project." Australian & New Zealand Journal of Psychiatry 33, no. 5 (1999): 684–93. http://dx.doi.org/10.1080/j.1440-1614.1999.00629.x.

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Objective: The study investigated the provision of client-focused services to community-based clients with schizophrenia and bipolar disorder. It hypothesised that the delivery of more client-focused services would improve client outcome in terms of functioning, disability and satisfaction with services. Client-focused services were developed using an empowerment model of case management and by the addition of consumer advocates. Method: Clients referred for case management were randomly allocated to one of three groups: standard case management (n = 35), client-focused case management (n = 39

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Espinosa, Judith M., Matthew R. Baca, Amy D. Estelle, et al. "Client Referral, Ridership, and Financial Tracking [CRRAFT] Transit Management System: CRRAFTing a Bridge to Coordinated Interagency Transportation." Transportation Research Record: Journal of the Transportation Research Board 1841, no. 1 (2003): 62–72. http://dx.doi.org/10.3141/1841-07.

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From the 1990s on, a growing number of federal and state human service programs have identified transportation as an allowable, often vital, support service for clients. State human services agencies in New Mexico are improving clients’ transportation options either by funding the expansion of local transit operators’ service areas and hours, or the starting up of new transit systems. Agencies providing this new transportation funding require specific reports based on the human service delivery model. Because services are client-based, the reports include the number of unique clients served, n

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Siregar, Ilham Khairi. "Expressive Writing with "Jurnaling Technique": Client's Self Exploration Strategy." JAMBURA Guidance and Counseling Journal 1, no. 2 (2020): 83–86. http://dx.doi.org/10.37411/jgcj.v1i2.530.

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This article contains a number of research results which are summarized into a meta-analysis paper. Some research results cover the application of journaling counseling techniques in a broad scope. Counseling services become a very important requirement to be implemented in the Education unit, especially higher education. Journaling counseling technique is one of the service efforts provided to clients, so clients can explore, express emotions and pressures, and analyze them into a coherence that can develop the client's personality. The author hopes that this article will be a reference sourc

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Skjølsvik, Tale, and Karl Joachim Breunig. "Picking professionals: a client-centric knowledge assessment framework." Measuring Business Excellence 22, no. 4 (2018): 333–45. http://dx.doi.org/10.1108/mbe-01-2018-0001.

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Purpose This paper aims to explore how professional competences are defined and assessed by clients of professional service firms (PSFs). Extant research has studied the knowledge base of professionals, but limited research has been conducted to develop an understanding of how clients value this knowledge. Design/methodology/approach The study is based on in-depth qualitative research design, which is suitable for inductive theory building. The collected data consist of interviews with 80 clients and sellers of professional services. Findings The authors offer a framework detailing the interre

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Conway, C., P. W. G. Surgenor, T. B. Thekiso, et al. "Client personal recovery and recovery orientation of an Irish suicide intervention charity." Irish Journal of Psychological Medicine 35, no. 2 (2017): 113–20. http://dx.doi.org/10.1017/ipm.2016.18.

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BackgroundRecovery is a key goal for individuals, and services’ recovery orientation can facilitate this process. The independent mental health sector is increasingly important in Ireland, particularly in counselling and suicide prevention. We aimed to evaluate Pieta House as a recovery-oriented service through clients’ self-rated recovery; and clients’ and therapists’ evaluation of the service.MethodsClients completing therapy over a 3-month period were invited to complete the Recovery Assessment Scale (RAS) and the Recovery Self Assessment-Revised (RSA-R). Therapists completed the RSA-R staf

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Alan Chandrasaputra, Adi Utarini, and Ida Tjahajati. "PEMETAAN DIMENSI KUALITAS PELAYANAN KESEHATAN HEWAN DARI PERSPEKTIF PENYEDIA DAN PENERIMA PELAYANAN MEDIS VETERINER." Jurnal Manajemen Pelayanan Kesehatan (The Indonesian Journal of Health Service Management) 24, no. 01 (2021): 1–8. http://dx.doi.org/10.22146/jmpk.v24i01.4063.

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Background:  The increasing demand for veterinary medical service quality from community has been increasing as seen on the raising of lawsuit for veterinary services since 2008. The description of veterinary healthcare service quality in Indonesia was still unclear which part of quality dimension play the role to describe quality in veterinary healthcare service, especially in clinical area. Objective: This study aimed to determine the dimensions that influence the quality of veterinary medical services from the perspective and expectations of clients and providers. Me

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Li, Lei, Yan Wang, and Ee-Peng Lim. "Trust-Oriented Composite Service Selection with QoS Constraints." JUCS - Journal of Universal Computer Science 16, no. (13) (2010): 1720–44. https://doi.org/10.3217/jucs-016-13-1720.

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In Service-Oriented Computing (SOC) environments, service clients interact with service providers for consuming services. From the viewpoint of service clients, the trust level of a service or a service provider is a critical factor to consider in service selection, particularlywhen a client is looking for a service from a large set of services or service providers. However, a invoked service may be composed of other services. The complex invocations in composite services greatly increase the complexity of trust-oriented service selection. In this paper, we propose novel approaches for composi

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Davitt, Joan K., Lenard W. Kaye, Deepali Bagati, and Pearl Graub. "Beneficiary Profiles and Service Consumption Patterns in an Urban Medicaid Home and Community-Based Waiver Program." Care Management Journals 3, no. 2 (2002): 84–90. http://dx.doi.org/10.1891/1521-0987.3.2.84.

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The research reported here was conducted as part of a larger program evaluation of an urban Medicaid Home and Community Based-Waiver Program (HCBS). Informed by a secondary analysis of data collected on 723 clients, this article describes the association between client demographics and service consumption patterns among program beneficiaries with emphasis on access to care issues. The majority of the clients were female, African American, nearly 80 years of age, receiving approximately $600 of monthly income. Although White clients on average were higher functioning, they were hospitalized mor

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Aliakbarlou, Sadegh, Suzanne Wilkinson, and Seosamh B. Costello. "Rethinking client value within construction contracting services." International Journal of Managing Projects in Business 11, no. 4 (2018): 1007–25. http://dx.doi.org/10.1108/ijmpb-07-2017-0076.

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Purpose The purpose of this paper is to improve the understanding of what clients value from contractors’ services. Understanding client values and the way by which clients perceive value will contribute to client-perceived value within contracting services. Design/methodology/approach A literature review was conducted to understand how clients perceive value in the construction industry. In addition, conducting expert interviews and document analysis helped in achieving the research purpose. Findings The findings show that values associated with time, cost and quality can be considered as imp

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Aakef, Ihab Raqeeb, Layth Ghazi Alsalihi, Saeb Jasim Al-Shuwaili, and Wafaa Mohammed Zaki Hadi. "Clients' Satisfaction with Immunization Services at Primary Health Care Centers in Baghdad, Al-Karkh." AL-Kindy College Medical Journal 17, no. 3 (2021): 158–62. http://dx.doi.org/10.47723/kcmj.v17i3.229.

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Background: Client satisfaction with the immunization service is used to evaluate the quality of the admitted service and at the same time it affects the goodness of the health care outcome. Objectives: This study assessed the satisfaction with immunization services offered to children and factors affecting this satisfaction. Methods: Exit interviews for clients were conducted in Baghdad, Al-Karkh in a representative sample of primary health care centers to assess clients’ satisfaction with immunization services. Clients are companions of children encountered at study settings.&#x0

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Foebel, AD, JP Hirdes, GA Heckman, SL Tyas, and EY Tjam. "A profile of older community-dwelling home care clients with heart failure in Ontario." Chronic Diseases in Canada 31, no. 2 (2011): 49–57. http://dx.doi.org/10.24095/hpcdp.31.2.01.

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Introduction The aging of the Canadian population is associated with a rising burden of heart failure (HF), a condition associated with significant morbidity, mortality and health service use. Methods We used data from the Ontario Resident Assessment Instrument-Home Care database for all long-stay home care clients aged 65 years or older to (1) describe the demographic and clinical characteristics of home care clients with HF and (2) examine service use among home care clients with HF to promote management at home with appropriate services. Results Compared with other home care clients, HF cli

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Hepi, Maria, Jeff Foote, Jörg Finsterwalder, Moana-o.-Hinerangi Moana-o-Hinerangi, Sue Carswell, and Virginia Baker. "An integrative transformative service framework to improve engagement in a social service ecosystem: the case of He Waka Tapu." Journal of Services Marketing 31, no. 4/5 (2017): 423–37. http://dx.doi.org/10.1108/jsm-06-2016-0222.

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Purpose This study aims to understand the engagement between an indigenous social service provider and marginalised clients deemed “hard-to-reach” to gain an insight into how to improve the client’s engagement and well-being through transformative value co-creation. Design/methodology/approach The exploratory study’s findings draw on primary data employing a qualitative research approach through document analysis and in-depth interviews with clients, social workers and stakeholders of the focal social service provider in New Zealand. Findings The findings indicate that there are inhibitors and

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N. Herda, David, Michael J. Petersen, and Richard Fontaine. "Does client participation in an external audit affect their satisfaction with the audit service?" Managerial Auditing Journal 29, no. 9 (2014): 818–36. http://dx.doi.org/10.1108/maj-08-2013-0916.

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Purpose – The purpose of this paper is to determine if self-serving bias affects audit client satisfaction level with their audit firm. Design/methodology/approach – A 2×2 between-subjects design is used, where the authors experimentally manipulate the level of client involvement in the audit and the extent of value-added services the client received. Findings – Using a sample of 115 financial managers (audit clients), the authors find no evidence that self-serving bias exists among clients in the experimental setting. Rather, they find that clients appear to be more satisfied with their audit

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Sam, Sherlin, Nisha Relwani, and Prasad Waigankar. "Client Satisfaction with Services Provided at Integrated Counselling and Testing Centre in a Rural Hospital, Panvel, Maharashtra, India." Healthline 13, no. 2 (2022): 118–23. http://dx.doi.org/10.51957/healthline_363_2022.

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Introduction : HIV is a global pandemic and has been a serious concern for public health among individuals and communities. Measuring client satisfaction can help the country to carry out an evaluation of the health service system as well as, clients can develop a long-lasting relationship with the service provider. Objectives: 1) To assess the client satisfaction by the services provided at the Integrated Counselling and Testing Centre at the Rural Hospital, Panvel. 2) To provide recommendations to improve the services provided at the Integrated Counselling and Testing Centre. Method: A descr

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Brandl, Kristin. "Direct and indirect value creation in offshored knowledge-intensive services." International Journal of Physical Distribution & Logistics Management 47, no. 2/3 (2017): 137–55. http://dx.doi.org/10.1108/ijpdlm-09-2015-0239.

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Purpose Despite increasing interest in offshoring of knowledge-intensive services, it is still undetermined as to whether the sourcing of services truly creates the anticipated value for clients. Moreover, even less is known about whether value is created for service providers in the process beyond the general service trade. This lack of knowledge is due to the challenges of capturing value creation, the unique production process of the services, and the impact of offshoring on both value creation and the production process. The purpose of this paper is to study offshored service production pr

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Ainsworth, Frank. "Program evaluation for child and family services: What can be done?" Children Australia 23, no. 2 (1998): 39–43. http://dx.doi.org/10.1017/s1035077200008622.

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This article is about program evaluation for child and family services. It sets out to offer some basic frameworks for thinking about program evaluation and about the issue of program effectiveness. A rationale for the emphasis on effectiveness is identified and then linked to three areas of possible measurement. These areas, changes in user/client condition, quality of services provided and user/client satisfaction, are then considered in more detail. Finally, it is argued that service users/clients will gain from program evaluation exercises. The evaluation of services contributes potentiall

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McGeorge, David W. F. "Assessing Consumer Satisfaction with a Service." British Journal of Occupational Therapy 57, no. 8 (1994): 290–93. http://dx.doi.org/10.1177/030802269405700802.

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There is a need to identify the client's attitudes about services provided by the occupational therapist. A number of studies are presented to provide a background, help to describe relevant factors, and indicate some data collection methods. The studies show that the concept of surveying clients' views is far from simple; in addition, older clients tend to report more favourably and survey results may not be acted upon by service managers. The production of qualitative and quantitative data is encouraged, together with publishing results both locally and nationally. This can enable clients to

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Ayres, Leah, Lindi Pelkowitz, Perlin Simon, and Sandra C. Thompson. "Necessity as the Catalyst of Change: Exploring Client and Provider Perspectives of Accelerated Implementation of Telehealth by a Regional Australian Community Service Organisation during COVID-19 Restrictions." International Journal of Environmental Research and Public Health 18, no. 21 (2021): 11433. http://dx.doi.org/10.3390/ijerph182111433.

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Community services have played a significant role in supporting the psychosocial health and well-being of vulnerable populations during the SARS-CoV-2 (COVID-19) pandemic. To meet increased community needs, organisations were required to rapidly modify service provision, often using remote delivery systems. This in-depth study, undertaken early in the pandemic, explored staff and clients’ experiences of adapting to using telehealth to provide and access services in one regional social services agency. Semi-structured interviews from 15 staff and 11 clients from a regional not-for-profit agency

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Abdulloh, Muhammad Yanuar, and Kartika Anggraeni Sudiono Putri. "Application of the Storytelling Method in a Service Company to Provide Client Satisfaction: A Study on Sibambo Studio House Architecture Bureau." Ekonomis: Journal of Economics and Business 7, no. 2 (2023): 1001. http://dx.doi.org/10.33087/ekonomis.v7i2.1225.

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This research aims to analyze the application of the storytelling method in service companies in providing satisfaction to clients, a case study at the House Architecture Bureau with the brand name Sibambo Studio. A descriptive qualitative method with a case study approach is used in this research to describe in detail how storytelling can be used as an effective communication tool between service companies and clients. This research involved interviews with employees and clients of Sibambo Studio's House Architecture Bureau, observation, and documentation analysis to obtain data and informati

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Akinyinka, Modupe Rebekah, Esther Oluwakemi Oluwole, and Olumuyiwa Omotola Odusanya. "Predictors of Client Satisfaction Among Recent Users of Health Services in Lagos, Nigeria." Health Services Insights 13 (January 2020): 117863292093449. http://dx.doi.org/10.1177/1178632920934499.

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Client satisfaction is an important measure of quality of care as it provides information on how well health service providers meet clients’ values and expectations. The study was cross-sectional and analytical in nature. Data were obtained with the use of an interviewer-administered questionnaire. Respondents (n = 994) were a subset of a larger group of community members recruited for a study on quality of health care who had used a health facility for care within 3 months prior to data collection. A total of 94% of clients were satisfied with services received although client satisfaction ra

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Wang, Jianhua. "Study on the Relationship between Digital After-sales Service of Charging Pile and Purchasing Intention of Major Customers Based on the TAM Model---A Case Study of GK Corporation." Journal of Applied Economics and Policy Studies 8, no. 1 (2024): 19–44. http://dx.doi.org/10.54254/2977-5701/8/2024077.

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This research paper selects Hangzhou Guokong Electric Power Technology (GK) Company as a case study to delve into the intricate relationship between digital post-sale services for charging piles and the purchasing intentions of major customers within the framework of the Technology Acceptance Model (TAM). The core objective of the study is to decipher the role of digital after-sale services in enhancing client satisfaction and loyalty, and how these factors collectively impact the purchasing decisions of major clients. To achieve this, the paper employs a combination of literature research, qu

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Ikerionwu, Charles, David Edgar, and Edwin Gray. "The development of service provider’s BPO-IT framework." Business Process Management Journal 23, no. 5 (2017): 897–917. http://dx.doi.org/10.1108/bpmj-10-2015-0146.

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Purpose The decision to operate BPO-IT organisational model by a business process outsourcing (BPO) service provider has far reaching benefits. The purpose of this paper is to develop a service provider’s BPO-IT framework that provides in-house IT function (software) required to process client services. Design/methodology/approach The multi-case study adopted an exploratory sequential mixed method research approach. In the first instance, seven BPO service provider organisations were investigated in the qualitative phase and 156 in the quantitative phase, respectively. Findings The adoption of

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White, Antony R. "Characteristics of Three Consumer Cohorts in Vocational Rehabilitation: A Comparison of Consumers with Dual-Diagnosis, Psychiatric, or Substance Use Related Disorders." Journal of Applied Rehabilitation Counseling 42, no. 1 (2011): 15–24. http://dx.doi.org/10.1891/0047-2220.42.1.15.

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Longitudinal data were analyzed to evaluate prevalence, client demographics, services utilized, and vocational outcomes for persons with co-occurring substance use and psychiatric disorders within the state-federal vocational rehabilitation (VR) services system. Findings indicate that clients with dual-diagnoses were equally likely to complete vocational services, tended to utilize similar types of services, and had similar service outcomes compared to clients with either a substance use or psychiatric diagnosis. However, the results also suggest possible disparities in the types of services u

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Schlereth, Christian. "Pricing plans for a financial advisory service." European Journal of Marketing 48, no. 3/4 (2014): 595–616. http://dx.doi.org/10.1108/ejm-07-2012-0404.

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Purpose – In cooperation with a German online retail bank, the aim of this paper is to investigate how the bank should price a new fee-only financial advisory service. Two types of pricing plans differ in terms of their strategies for determining monthly prices: a fixed monthly price that is identical for all clients (i.e. a flat pricing plan) or a monthly price that varies as a function of each client's assets under management (i.e. a volume pricing plan). Design/methodology/approach – With a discrete choice experiment, this article studies client preferences for the two types of plans. To en

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Owens, Christine, and Jane Springett. "The Roy Castle Fag Ends Stop Smoking Service: A Successful Client-Led Approach to Smoking Cessation." Journal of Smoking Cessation 1, no. 1 (2006): 13–18. http://dx.doi.org/10.1375/jsc.1.1.13.

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AbstractThe Roy Castle Fag Ends Community Stop Smoking Service (RCFE) is commissioned by three primary care trusts (PCTs) to provide the adult smoking-cessation service across Liverpool. The service is not theoretically driven but there are several principles governing RCFE, which maintain the client-led, person-centred philosophy. Unique aspects are that the service is provided by trained lay advisors with a nonmedical background and there is no waiting list — clients can self-refer by calling a helpline or walking into a meeting. At RCFE, clients control their own quit attempt as well as sel

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Owiti, Winnie Sarah, Kezia Njoroge, and Job Mapesa. "Evaluating quality of services in community differentiated service delivery model. A case of Kakamega county." African Journal of Health Sciences 36, no. 6 (2024): 713–22. http://dx.doi.org/10.4314/ajhs.v36i6.10.

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BACKGROUND The provision of high-quality services is a prerequisite for the successful implementation of community-differentiated service delivery. The service quality influences the clients' satisfaction, perceived value trust in the model and eventual utilization. Evaluating the quality of services in community differentiated service delivery will inform policymakers of existing quality gaps and in turn, this will assist in formulating strategies that will improve service quality and increase utilization. METHODOLOGY This was a cross-sectional study conducted in Kakamega County between Septe

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P., Usha Rani S., Rashmi Kundapur, Anusha Rashmi, and Harsha Acharya. "Client Satisfaction among the clients attending tertiary care centers in Mangalore, South India." Journal of Health and Allied Sciences NU 07, no. 03 (2017): 003–6. http://dx.doi.org/10.1055/s-0040-1708716.

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Abstract Background: Provision of services in line with the wishes and needs of patients is central to a human health care system .The hospital market has today as changed from a seller's market to a buyer's market and there is a need to improve the quality in the health care delivery. Client satisfaction is a key determinant of quality of care provided in health care centers. Objectives: To determine the client satisfaction among the patients attending tertiary care centers in Mangalore. Materials and Methodology: The study was a cross sectional study which was conducted among the clients att

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