Academic literature on the topic 'Conceptualisation des services'
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Journal articles on the topic "Conceptualisation des services"
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Ganguli, Shirshendu, and Sanjit Kumar Roy. "Conceptualisation of service quality for hybrid services: a hierarchical approach." Total Quality Management & Business Excellence 24, no. 9-10 (October 2013): 1202–18. http://dx.doi.org/10.1080/14783363.2013.814293.
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Agarwal, Ridhi, and Ramendra Singh. "e-WOM: Review and a New Conceptualisation." Marketing Review 18, no. 3 (December 31, 2018): 307–21. http://dx.doi.org/10.1362/146934718x15434305916862.
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Electronic word of mouth or e-WOM has gained a lot of salience in marketing literature. However, the conceptualisation of e-WOM in the literature has often relied on past practices in e-WOM generation and use. For example, in the previous few decades, several studies that have used e-WOM to predict future sales/revenue of products and services have conceptualised e-WOM with similar factors such as volume, valence and dispersion of e-WOM, while only adapting it to their research context. In this article, we critique extant conceptualisations of e-WOM, and make a case of moving beyond a uni-dimensional perspective of conceptualising e-WOM and argue for the inclusion of the quality of individual posts/comments in measuring e-WOM. We argue that new conceptualisation of e-WOM must also consider the language, emotions and content of the e-WOM messages. Keeping this in mind, an alternative conceptualisation of e-WOM is offered.
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Agya Yalley, Andrews, and Harjit Singh Sekhon. "Service production process: implications for service productivity." International Journal of Productivity and Performance Management 63, no. 8 (November 4, 2014): 1012–30. http://dx.doi.org/10.1108/ijppm-10-2012-0113.
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Purpose – The purpose of this paper is to differentiate the production process within services from the dominant manufacturing-based production process, with the objective of delineating the production process in services and highlighting its implication for service productivity. Design/methodology/approach – This study critically reviewed the extant literature on the production processes in manufacturing and services from a multidisciplinary perspective and proposed a framework for the service production process and its relationship with service productivity. Findings – The production process for services differs from the dominant manufacturing-based production process and entails an input, transformation process and outcome dimensions. Therefore, any advancement in services, particularly the conceptualisation and measurement of service productivity, is dependent on the application of a service-specific production process. Research limitations/implications – The understanding and delineation of the production process in services would further scholarly understanding of what is means to be productive in services and the impact on the validity of the conceptualisation and measurement of service productivity and other service-related concepts. Practical implications – The proposed service-based production process can further managerial understanding of the measurement and management of productivity in services. Originality/value – This paper delineates the production process in services and highlighted its implication for service productivity. This study, therefore, is a step forward in developing service-specific concepts and measures, particularly service productivity.
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Whalen-Bridge, Helena. "The Conceptualisation of Pro Bono in Singapore." Asian Journal of Comparative Law 9 (January 1, 2014): 97–143. http://dx.doi.org/10.1017/s2194607800000946.
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Abstract“Pro bono” is a familiar phrase in North American jurisdictions that generally refers to a lawyer’s provision of free legal services to indigent persons. The phrase “pro bono” has also come to imply a particular approach to a lawyer’s relationship to indigent persons, one that stresses the obligatory as opposed to the charitable nature of the services provided. To what extent has this phrase, and its conceptualisation of a lawyer’s role, been used in Asian jurisdictions? This article examines how one Asian jurisdiction, Singapore, conceptualises a lawyer’s relationship to indigent persons by examining newspaper usage of phrases describing legal services for indigent persons. The article argues that changes in usage over time, from free legal services and legal aid to inclusion of pro bono, coupled with increased discussions of access to justice, represent a shift to a more obligatory concept of indigent legal services. An obligatory conceptualisation potentially exerts greater pressure on lawyers to provide indigent legal services, but can also exert pressure to revise the historical lack of broad-based government funded criminal legal aid in Singapore.
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Sabadie, William. "Conceptualisation et mesure de la qualité perçue d'un service public." Recherche et Applications en Marketing (French Edition) 18, no. 1 (March 2003): 1–24. http://dx.doi.org/10.1177/076737010301800101.
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Devant le constat de l'insatisfaction des usagers, les réformes successives des services publics se sont focalisées sur la qualité de la servuction. La mesure de la qualité perçue occupe une place centrale dans la démarche d'engagement des services publics. Cet article s'attache à proposer un cadre d'analyse de l'évaluation d'un service public afin de rendre compte de la complexité du statut de l'usager à la fois client, assujetti et citoyen. Après une conceptualisation de la qualité perçue, le lien qualité perçue-satisfaction-engagement est étudié dans le contexte de services publics redistributif, et industriel et commercial. Les conditions de la transposition des travaux issus de la sphère privée sont également précisées.
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Hochgraeber, Iris, Milena von Kutzleben, Sabine Bartholomeyczik, and Bernhard Holle. "Low-threshold support services for people with dementia within the scope of respite care in Germany – A qualitative study on different stakeholders’ perspective." Dementia 16, no. 5 (October 12, 2015): 576–90. http://dx.doi.org/10.1177/1471301215610234.
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Low-threshold support services are provided within the basket of services of German long-term care insurance as a part of respite care to support family carers and people with dementia. This study investigates various stakeholders’ (providers, coordinators, volunteers, family carers and people with dementia) perspectives on low-threshold support service regarding its organisation and conceptualisation as well as how stakeholders and users value low-threshold support service using a qualitative approach. Twelve guided interviews and group discussions were conducted with 31 participants. Organisation and conceptualisation are characterised by the lowness of the service thresholds, which is perceived to be quick and simple forms of support with no user requirements. Multiple barriers such as the challenging behaviour of people with dementia and their initial refusal as well as their holding low-threshold support service in low esteem can hinder the utilisation of these services. Low-threshold support service within the scope of the long-term care insurance law can be separated into two types: low-cost (non-professional) services and high-cost services with comprehensive training for ‘employed’ volunteers (professional). Both types are constantly developing within the landscape of the German long-term care system, and low-threshold support service appears to be adapted to diverse needs. Therefore, it is important to avoid replacing non-professional services with professional services.
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Ekaabi, Maryam Ahmed, Khalizani Khalid, Ross Davidson, Ahmad Haifeez Kamarudin, and Christopher Preece. "Smart policing service quality: conceptualisation, development and validation." Policing: An International Journal 43, no. 5 (August 10, 2020): 707–21. http://dx.doi.org/10.1108/pijpsm-03-2020-0038.
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PurposeThis study evaluates a multidimensional hierarchical scale of smart policing service quality.Design/methodology/approachQualitative and quantitative analysis tools were used to develop a smart policing service quality scale based on the integrative psychometric scale development methodology. A multidimensional hierarchical structure was proposed for smart policing service quality; a group of preliminary items selected from literature was used for the qualitative analysis. For data collection, users of smart policing services were selected through the United Arab Emirates (UAE) research centre. Several statistical methods were employed to verify reliability and validity of the construct and nomological validity of the proposed scale.FindingsA smart policing service quality scale of 23 items was developed based on a hierarchical factor model structure. Nomological testing indicated that overall smart policing service quality is positive and significant, thus contributing to user satisfaction, intention to continue using the system and enhanced quality of life.Practical implicationsThis study enables managers to evaluate types of policing quality and effectively implement strategies to address security and sustainability issues that exist currently in smart services.Originality/valuePrevious studies on policing service quality have not sufficiently addressed the role of smart policing service quality; the nature of discussion in this area is primarily based around concepts. The development of the smart policing service quality scale provides a measurement tool for researchers to use to enhance the understanding of smart policing service quality.
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Dijk, Pieter A. Van, and Andrea Kirk Brown. "Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance." Journal of Management & Organization 12, no. 2 (September 2006): 101–15. http://dx.doi.org/10.1017/s1833367200004053.
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ABSTRACTConflicting empirical findings in studies assessing the relationship between emotional labour and negative job outcomes are partly due to the lack of clarity regarding the conceptualisation and measurement of emotional dissonance. Emotional dissonance has been variously described and measured as an antecedent or as a consequence of the performance of emotional labour, as well as an inherent component of emotional labour. Recent conceptualisations of dissonance have proposed a mediator role for emotional dissonance between emotional labour and the outcome of emotional exhaustion. Concepts from cognitive dissonance theory support this conceptualisation and were used to empirically test this proposed relationship with a sample of 181 staff from two tourism based organisations providing a range of visitor/customer services. The results demonstrated a significant partial mediation role for emotional dissonance in the relationship between emotional labour and emotional exhaustion, supporting the use of a more theoretically and methodologically consistent measure of emotional dissonance.
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Dijk, Pieter A. Van, and Andrea Kirk Brown. "Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance." Journal of Management & Organization 12, no. 2 (September 2006): 101–15. http://dx.doi.org/10.5172/jmo.2006.12.2.101.
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ABSTRACTConflicting empirical findings in studies assessing the relationship between emotional labour and negative job outcomes are partly due to the lack of clarity regarding the conceptualisation and measurement of emotional dissonance. Emotional dissonance has been variously described and measured as an antecedent or as a consequence of the performance of emotional labour, as well as an inherent component of emotional labour. Recent conceptualisations of dissonance have proposed a mediator role for emotional dissonance between emotional labour and the outcome of emotional exhaustion. Concepts from cognitive dissonance theory support this conceptualisation and were used to empirically test this proposed relationship with a sample of 181 staff from two tourism based organisations providing a range of visitor/customer services. The results demonstrated a significant partial mediation role for emotional dissonance in the relationship between emotional labour and emotional exhaustion, supporting the use of a more theoretically and methodologically consistent measure of emotional dissonance.
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Baghdadi, Youcef. "Enterprise interactions: conceptualisation, ontology, and standard architectures and services." International Journal of Services and Standards 12, no. 2 (2018): 104. http://dx.doi.org/10.1504/ijss.2018.091841.
Full textDissertations / Theses on the topic "Conceptualisation des services"
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Touzi, Wael. "Conceptualisation et modélisation de la production de service : application aux domaines de la santé et de l’enseignement." Thesis, Bordeaux 1, 2011. http://www.theses.fr/2011BOR14382/document.
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Le secteur des services revêt une importance croissante dans toute économie. La croissance de la productivité et celle de l'emploi sont étroitement liées au succès des industries de services, et les services sont depuis récemment, de puissants moteurs de croissance économique dans nombre d'économies. Mais malgré son importance économique, le secteur des services a reçu relativement peu d’attention jusqu’ici dans les travaux d’analyse et d’enquête. Ce manque d’intérêt est attribuable à une vision négative entretenue longtemps par la réflexionEconomique sur le rôle des services.La place grandissante des services et l’accroissement de la concurrence dans le secteur tertiaire soulèvent de nombreuses questions parmi lesquelles la gestion du processus de production des services, la mesure de la productivité et de la qualité des activités de service etL’évaluation de la valeur ajoutée par le client.Dans le cadre de cette thèse, nous essayerons de mettre en valeur la position axiale qu’occupent les services dans l’espace économique grâce notamment à leurs propriétés et caractéristiques intrinsèques ainsi qu’à l’évolution des approches économiques s’y rapportant. L’étude proposée passe aussi par la recherche des caractéristiques communes aux biens et aux services afin d’établir une typologie des systèmes de production puis par l’analyse des modèles de gestion propres aux biens et au service afin de réutiliser les éléments congruents de chacun pour la proposition de modèles de gestion de chacun des types identifiés. Une analyse sectorielle de terrain nous permettra par la suite d’étudier la concordance des approches théoriques avec la réalité du terrain, afin de confirmer ou d’infirmer nos hypothèses de départ, ce qui nous aidera à mettre en place notre modèle conceptuel des services. Deux secteurs en particulier retiendront notre attention: la Santé et l'enseignement supérieurAbstract
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Sbayou, Mariem. "Modélisation et simulation des systèmes de production de services : application à un système de sante." Thesis, Bordeaux, 2018. http://www.theses.fr/2018BORD0422/document.
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La croissance rapide du secteur des services est une tendance remarquable dans le monde entier. La complexité de conceptualisation des services est souvent liée à leur modélisation, leur conception, et la gestion des interactions possibles entre le client et le fournisseur. Parmi ces services, les services de santé constituent un des services publics fondamentaux de la société et de l'économie moderne. Les grands défis que doit relever ce secteur concernent sa gouvernance, la coordination et l’accessibilité aux soins. Cette dernière peut être liée à une répartition géographique déséquilibrée des médecins et des temps d’attente souvent élevés. Dans ce contexte, une approche basée sur la Modélisation et la Simulation, en tenant en compte de l’hétérogénéité possible des environnements, est proposée pour analyser les problèmes de gestion d’un territoire de service. Cette approche permet une vision globale du fonctionnement du système de service étudié, en tenant compte des facteurs impactant à la fois le choix des usagers des services et le processus de production du serviceThe rapid growth of the services sector, especially modern services, is a remarkable trend around the world. The complexity of conceptualizing services is often related to their modeling, their design, and the management of possible interactions between the customer and the provider. One of the fundamental public services is health services, the major challenges faced by health services are: governance, coordination and accessibility to care. The accessibility of care is usually linked to an unbalanced geographic distribution of doctors and a high waiting time. In this context, an approach based on Modeling and Simulation taking into account the possible heterogeneity of modeling environments is proposed in order to analyze the problems related to the management of a service territory. This approach aims to give a global vision of the functioning of the service system studied, by taking into account the related factors impacting both the choice of service users and the process of service production
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Walker, Linda. "Harnessing the energy within human services : a re-conceptualisation of professionalism that incorporates leadership as told through participants' narratives." Thesis, University of Dundee, 2014. https://discovery.dundee.ac.uk/en/studentTheses/9b4b2358-be2d-424b-9f38-b01799db7939.
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The study is located within a Scottish human service context, with human services being defined as predominantly work directly with people (service users; patients; volunteers; clients) across public and third sector settings. It draws on narratives from six distinct disciplines including social work, education, police, community learning and development, educational psychology and nursing. Whilst participants reflected on their journeys to becoming a professional, they explored how opportunities, both given and taken to lead throughout their careers, may have influenced their understanding and experience of professionalism, professional identity and leadership. Narratives frequently identified participants’ overwhelming desire to enter and remain within human service professions being driven by a social justice agenda, with an inherent desire to ‘make a difference’. Participants articulated how leadership opportunities had provided them with greater confidence and an ability to improve standards within their field, often from an early stage in their career. This in turn had often strengthened their sense of professional identity. Findings suggest participants made very strong connections between the concepts of professionalism and leadership, particularly when leadership was understood as distributed throughout the organisation. Distributed, dispersed, collaborative or ‘leadership at all levels’ are terms often used interchangeably to describe ‘a pooling of ideas and expertise to produce services and leadership energy that is greater than the sum of individual capabilities’ (Patterson, 2010:6). This type of leadership therefore, not only recognises the ability of people within non-traditional positions of power or who are not at the top of their organisational hierarchy, to become leaders, but also recognises the collaborative nature of such interactions. Based on the findings, a key recommendation suggests that within human service contexts, a re-conceptualisation of professionalism, which incorporates models of distributed leadership, should be adopted. This would have the capacity to unleash latent leadership potential within professionals who want to ‘make a difference’ and would be like ‘pushing on an open door’. It is further argued that such a consideration could support the development of leadership strategies in human services although the author cautions that organisational cultures can both promote or inhibit effectiveness and impact.
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Maphutha, Mokwi Morgan. "Conceptualisation of service-learning at two rural-based universities." Thesis, University of Limpopo, 2016. http://hdl.handle.net/10386/3302.
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Thesis (PhD. (Education)) --University of Limpopo, 2016This study reports on an exploration of a conceptual framework for service-learning in order to provide a shared and common understanding necessary for guiding best practice of service-learning at the heart of two-rural-based universities in South Africa. The key research question answered in this study was: How is service-learning conceptualised by dir ectors of community engagement, project coordinators, academic staff members, and students at two rural-based universities in South Africa? The following sub-questions were developed on the basis of the key research question: • What are the current community engagement projects that can be modified for future practice of service-learning at two rural-based universities in South Africa? • What are the views of directors of community engagement, project coordinators, academic staff members, and students regarding conceptualisation of service-learning at two rural-based universities in South Africa? • What are the possible strategies for conceptualising and managing the quality of service-learning at two rural-based universities in South Africa? • What framework will be relevant and appropriate for conceptualising and implementing service-learning at two rural-based universities in South Africa? A qualitative research approach using grounded theory design was employed in this study. Convenience sampling was used to select the two rural-based universities in the Limpopo Province of South Africa. Four similar schools from each university (Education, Law, Agriculture, and Health Sciences) were sampled purposively. Participants were also sampled purposively. These included the director of community engagement, one project coordinator, two academic staff members, and two final year undergraduate students who were taking part in community engagement or servicelearning- related activity at each sampled school at both universities. Data were captured through document analysis, semi-structured interviews with sampled participants, and silent observations. Content analysis was used to analyse data from documents. Data from semi-structured interviews and silent observations were analysed thematically. Findings from documents, semi-structured interviews and iv silent observations were used to make recommendations for developing a framework for conceptualising and managing the quality of service-learning at the two universities. The study revealed that service-learning is an unfamiliar concept at these two ruralbased universities. Advocacy of service-learning has never been done and no initiatives are made on the part of these universities to familiarise this concept. The study's findings also reflect that there is confusion among various role-players regarding the meaning of the concept service-learning. Participants showed that some prefer to use the concept community engagement rather than service-learning, while others view service-learning as synonymous to community engagement. The SMART conceptual framework was developed on the basis of the findings and recommendations of this study. This conceptual framework is SMART because it is S - socially relevant, M - manageable, A - adaptable, R - rural-based, and T - transformative. The proposed SMART conceptual framework is intended to guide institutional leaders, directors of community engagement, deans of faculties, directors of schools, heads of departments, project coordinators, academic staff members, students, traditional leaders, and community partners in conceptualising, implementing and managing the quality of service-learning endeavours at the two rural-based South African universities.
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Trusson, Clive. "Resigned robots and aspiring artisans : a conceptualisation of the IT service support worker." Thesis, Loughborough University, 2013. https://dspace.lboro.ac.uk/2134/13335.
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In the last two decades the IT service support worker has emerged to be a worker-type of considerable socio-economic importance. Such workers are symbolic of the trends towards the importance of information/knowledge and information technology within modern economic/political systems. Such systems, heavily influenced by governmental bodies and business organisations, have aggrandised the use of rationalising customer-centric management techniques. And yet such symbolic workers are largely hidden and unacknowledged as a specific type of worker in the business literature. This thesis represents an attempt to conceptualise the IT service support worker as a worker-type, inducing a conceptual model that identifies three aspects to the worker: information systems worker; knowledge worker and service worker and considers them from each of these perspectives. This qualitative research draws on a rich mix of observational and interview data collected across five UK organisations to produce a narrative that suggests that, for different IT service support workers, those different aspects tend to be variably emphasised within their team roles. The study additionally offers a theoretical conclusion that IT service support workers might reasonably be divided into different classes depending upon not only the design of their team role but also their individual career orientations and the nature of the knowledge they actually use in their work. Four such classes are identified as being of particular significance and these are evocatively named: Resigned Robots ; Constrained Careerists ; Establishment Experts and Aspiring Artisans . Whilst being outside of the scope of this study, it is suggested that this novel typology might also be useful for classifying other worker groupings. The study is intended to be useful for the enhancement of IT service management practice and makes several contributions in this regard. These include the need for managers to recognise the importance of experientially-acquired knowledge for efficiency in IT service support work and a suggestion that managers might tailor HRM practices for different classes of worker.
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Daniels, Freda J. "The conceptualisation and application of service-learning in higher education : a case study." Thesis, Stellenbosch : Stellenbosch University, 2003. http://hdl.handle.net/10019.1/53620.
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Thesis (MPhil)--University of Stellenbosch, 2003.ENGLISH ABSTRACT: The central question that this research study addresses is whether higher education institutions in South Africa are sufficiently meeting the needs of their students, by contextualising and integrating their academic curricula with service delivery in communities. The higher education sector has been criticized for not adequately promoting and developing social responsibility in the context of civic awareness among their students. This study suggests that service-learning could become a vital force in educational change and promote social equity by enabling the advancement of historically disadvantaged communities. Service-learning could thus be the vehicle that links academic learning outcomes, service in communities and civic education. The purpose of this study is to explore the theoretical foundations of servicelearning in order to achieve a deeper understanding of what service-learning entails. The Occupational Therapy Department of the University of Stellenbosch was selected as a case study to critically assess to what extent it has conceptualised, planned, implemented and assessed its service-learning programmes in terms of the key elements, principles and goals of service-learning. The research strategy for this study is a qualitative case study. Qualitative data was obtained through the completion of an open-ended questionnaire by the final year Occupational Therapy students. Semi-structured interviews were also conducted with the head of the department and different representatives of the community project that was selected for the purpose of this research study. The study concludes that the Occupational Therapy Department did in fact, integrate its academic curriculum outcomes with service delivery in the community. However, the development of civic awareness among students needs to be explicitly linked to the academic learning outcomes and service delivery in communities.
AFRIKAANSE OPSOMMING: Die vraagstuk wat hierdie studie probeer aanspreek, is om vas te stel tot watter mate instansies vir hoër onderrig en opvoeding in Suid Afrika die behoeftes van hul studente aanspreek. Die instansies word gekritiseer dat hulle akademiese kurrikulums nie genoegsaam geïntegreerd is met dienslewering in die gemeenskap nie, en dat hulle ook nie genoegsame sosiale verantwoordelikheid en gemeenskapsbewustheid by hulle studente aanmoedig nie. Hierdie studie stel voor dat diensleer gebruik word as 'n tegniek vir opvoedkundige veranderinge en die bevordering van sosiale gelykheid vir die bemagtiging van histories benadeelde gemeenskappe. Diensleer kan dus gebruik word om akademiese leer uitkomste, dienslewering en burgerlike opvoeding te verbind. Die doel van hierdie navorsing is om die teoretiese basis van diensleer te ondersoek om sodoende 'n deeglike begrip te kry van wat diensleer werklik behels. Die Arbeidsterapie Departement van die Universiteit van Stellenbosch is gekies as gevallestudie om vas te stel hoe hulle hul diensleer programme konseptualiseer, beplan, implementeer en assesseer, t.o.v. die kern elemente, beginsels en doelstellings van diensleer. Die navorsingstrategie wat aangewend is om die doel van hierdie navorsing te bereik, is 'n kwalitatiewe gevallestudie. Kwalitatiewe data is verkry deur die voltooiing van 'n ope vraelys deur die finale jaar Arbeidsterapie studente en deur semi-gestruktureerde onderhoude met die hoof van die Arbeidsterapie Departement en verteenwoordigers van 'n gemeenskapsprojek wat gekies is vir die doel van die studie. Die studie het vasgestel dat die Arbeidsterapie Departement se akademiese kurrikulum uitkomste wel met dienslewering in die gemeenskap geïntegreerd is. In die lig van die navorsingsbevindinge word 'n aanbeveling gemaak dat die ontwikkeling van burgelikebewustheid en sosiale verantwoordelikheid ten opsigte van gemeenskapsbehoeftes, direk verbind moet word aan akademiese leer en diens uitkomste.
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King, Susan Therese, and sue king@unisa edu au. "The Changing of the Guard: conceptualisations of prison officers' work in three South Australian prisons." Flinders University. Flinders Institute of Public Policy and Management, 2007. http://catalogue.flinders.edu.au./local/adt/public/adt-SFU20070313.175216.
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The prison officer is central to prison life, yet understandings of this role are limited.
This thesis argues that the two overarching (and often competitive)conceptualisations of prison officers' work as custodial work or human services work are limited. Eight conceptualisations of prison officers' work from the correctional literature are identified - Para-military officer, Security Officer, Warehouser of
prisoners, Public Servant /bureaucrat, Professional, Manager of Prisoners ,
Therapist and Case Manager. These conceptualisations are defined and related to one another by examining their
construction through discourses of prison purpose and prison process (Adler and
Longhurst 1994).
The thesis develops the analysis of du Gay (1996) that organisations use discourse as a means of constructing work identities for their employees and the work of Halford and Leonard (1999) who argue that workers are active agents in this process and do not always take on the identity the organisation is seeking to promote.
The thesis addresses three research questions
How has the role of the prison officer been conceptualised by the South Australian Department for Correctional Services over time?
How is the role of the prison officer currently conceptualised by personnel working within South Australian prisons, what influences the way the role is conceptualised and what purposes do these conceptualisations serve?
To what extent have the new conceptualisations of the role of the prison officer,
articulated by the Department for Correctional Services in the last ten years, been adopted by staff within prisons and what determines the influence of these new conceptualisations? These questions are addressed using qualitative research techniques of document
analysis and semi-structured interviews.
The thesis identifies that in recent decades the Department has emphasised conceptualisations of the role constructed from normalisation and rehabilitative discourses. Interviewees, forty-four working in three South Australian prisons, (both departmental and privately managed), conceptualised the work of a prison officer as
complex and unique and identified three influential audiences for the performance of
prison officers' work prisoners, officers and their colleagues, and the Departmental
hierarchy. Interviewees constructed the role of the prison officer in terms that would
earn respect for the work from each of these audiences and manage the vulnerability of the officer as a worker and a prison officer. Half of those interviewed conceptualised the prison officer based on a Manager of Prisoners. Other
interviewees, critical of the role within their prison, described it as a Warehouser and
saw the competition between custodial and human services roles as irreconcilable.
The thesis argues that Departmental discourse can be seen to have a significant influence on the conceptualisation of the prison officers role by those working within prisons, but that it competes for influence with the discourse of the other powerful audiences for the performance of prison officers' work prisoners and
other staff.
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Reynoso, Javier F. "Towards the conceptualisation and operationalisation of internal service quality : an examination in UK hospitals." Thesis, University of Manchester, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.631229.
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In the service sector literature, both marketers and organisational behaviourists emphasise the importance of the internal dynamics of the organisation in terms of a network of customers and suppliers interacting together to satisfy customers. Although the relevance of internal customers within the context of the service delivery process is frequently referred to in that literature, there is in fact, a somewhat surprising paucity of published research on the topic. The research project reported here was aimed, firstly at identifying and measuring those factors which determine how internal customers perceive the quality of the support they receive from other parts of the organisation. The second objective was to identify the organisational factors which enable support units to deliver the quality of service expected by internal customers. The research consisted of both qualitative and quantitative stages, the main part of the study involving British hospitals, one being located in the private sector. It included exploratory studies, design and development, pilot testing and empirical application of two separate instruments: an internal customers' questionnaire and an internal suppliers' questionnaire. It is felt that this piece of research has contributed to the existing work on organisational processes related to service quality. It has confirmed, that along with customers, employees are able and prepared to produce scaled assessments of the service they themselves receive from other parts of the organisation. Results have indicated that these can be captured as a limited number of perceptual dimensions. It has also contributed to the identification of organisational determinants of internal service quality. The results show that, from the different sets of variables which were felt to be facilitating or inhibiting factors in the delivery of support services to other units, that relating to the group level of analysis, appears to be the one primarily influencing the ability of support units to deliver internal customers·' expectations. ~ll in all, this work has contributed to a better understanding of the dynamics involved in the customer service delivery process using an internal service approach.
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Gómez, Mejía Alina. "Stress des organisations : une conceptualisation dans une perspective stratégique : le cas des organisations sanitaires et sociales." Rouen, 2012. http://www.theses.fr/2012ROUED012.
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La crise financière qui a débuté en 2008 et qui a mené des entreprises centenaires à la faillite, qui a mis en difficulté des milliers d'autres entreprises, nous a conduit à un premier questionnement relatif à la survie des organisations dans un environnement turbulent. Si l'on considère que la survie de l'organisation constitue un enjeu majeur pour ses parties prenantes et pour la société en général, il s'avère fondamental de repérer les pathologies, ainsi que leurs signes avant-coureurs afin de permettre la recherche de remédiations. Un premier travail de révision de la littérature portant sur les causes des difficultés des organisations nous a amenée à étudier les racines de ce phénomène et à exploier l'existence d'une relation avec la notion du stress. L'objectif de cette étude est donc de conceptualiser le stress des organisations. Pour ce faire, nous avons utilisé comme point de départ un transfert entre la notion de stress issue des Sciences de la vie et du comportement vers le Management stratégique. Ensuite, cette démarche a été mise à l'épreuve et enrichie par la méthode de la théorisation enracinée avec comme terrain d'étude les organisations du secteur sanitaire, social et médico-socila. Cette stratégie de recherche a permis de mettre en évidence les éléments conceptuels du stress, ses causes, ses effets, ainsi que la construction et la mise en place de stratégies pour y faire face. Nos résultats montrent que les mêmes causes peuvent paradoxalement amener ou le changement stratégique ou la faillite des organisations. Il est donc vraisemblable que le concept de stress puisse être utile pour l'étude et la conduite du changement stratégique, tout autant que pour la prévention de la failliteThe financial crisis that began in 2008 and has led centeranian companies to bankruptcy, which has put in difficulty thousands of other companies, has led us to a first questioning on the survival of organizations in a tirbulent enviorment. If we consider that the survival of the organization is a major challanve for its stakeholders and society in general, it is fundamental to identify their pathologies and warning signs in order to search for remedial. A litterature review on the causes of organizations difficulties has led us to study the roots of this pehnomenon and to explore the existence of a relationship with the concept of stress/ The objective of this study is to conceptualize organization stress. To do this, we used as a starting point a transfer of the stress concept between Life and Behavior Sciences and Stragtegic Management. This approach has been tested and enriched by means of grounded theory using as a field study organizations of the health, social and medico-social sector. This reserarch strategy has highlighted the conceptual elements of stress, its causes its effects, and the construction and implementation of strategies ti cope. Our results show thaht the same causes may paradoxically lead to strategic change or failure of organizations. It is therefore likely that the stress concept can be useful for the design of strategic change, as qell as for the prevention of bankrucptcy
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Polzenhagen, Frank. "Cultural conceptualisations in West African English : a cognitive-linguistic approach /." Frankfurt am Main [u.a.] : Lang, 2007. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=016163259&line_number=0004&func_code=DB_RECORDS&service_type=MEDIA.
Full textBooks on the topic "Conceptualisation des services"
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Gingras, Pauline. L' approche communautaire: Essai de conceptualisation. Québec, Que: Centre de recherche sur les services communautaires, 1993.
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Thomas, Noël A. Le développement de services sociaux en français dans la région de Niagara: Analyse des besoins et conceptualisation de modèles d'action. Scarborough, Ont: Réseau Interaction Network Inc., 1990.
Find full textBook chapters on the topic "Conceptualisation des services"
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Pareek, Vandana, and Tina Harrison. "Towards the Re-conceptualisation and Measurement of Services Brand Identity." In Let’s Get Engaged! Crossing the Threshold of Marketing’s Engagement Era, 185–90. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-11815-4_60.
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Mougaard, K., L. Neugebauer, T. C. McAloone, N. Bey, and J. B. Andersen. "Collaborative Product/Service-Systems – On Conceptualisation of PSS Offerings and Business Nets." In The Philosopher's Stone for Sustainability, 227–32. Berlin, Heidelberg: Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-32847-3_38.
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van Waterschoot, Walter, Piyush Kumar Sinha, Steve Burt, Joeri De Haes, Thomas Foscht, and Annouk Lievens. "The Classic Conceptualisation and Classification of Distribution Service Outputs – Time for a Revision?" In European Retail Research, 1–32. Wiesbaden: Gabler, 2011. http://dx.doi.org/10.1007/978-3-8349-6147-1_1.
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"2 Conceptualisation of advanced business services and offshoring." In Offshoring of white-collar services, 24–31. De Gruyter, 2020. http://dx.doi.org/10.1515/9783110690668-003.
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Rouibah, Kamel, Paul Benjamin Lowry, and Laila Almutairi. "Dimensions of Business-to-Consumer (B2C) Systems Success in Kuwait." In Web-Based Services, 1223–55. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9466-8.ch054.
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An extensive body of research has tested the information systems success model in many contexts. Surprisingly, few of these studies have applied it to e-commerce. A study by represents one such initiative, but it is crucial to address several remaining gaps associated with that study. Moreover, no e-commerce success model has considered the Arab world, which exhibits unique cultural factors influencing e-commerce. The authors' study proposes an improved IS success model for e-commerce in the Arab world. This model, based on that of , adds several enhancements to the validity and generalisability of his efforts, uses the latest SEM techniques, including both monetary and nonmonetary value conceptualisations, uses a multidimensional conceptualisation of system quality, and proposes specific factors of e-commerce service quality. The authors tested the proposed research model with a truly randomised sampling approach using 288 experienced business-to-consumer (B2C) consumers in the Arab world. The results largely support our hypothesised model. The most important difference between our results and those of previous studies is our finding that although service quality influences value, it has no bearing on user satisfaction in an Arab context. This study will be useful for practitioners and researchers seeking to improve the understanding of B2C e-commerce success in the Arab world.
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Barrutia, Jose M., and Ainhize Gilsanz. "e-Service Quality." In Quality Management for IT Services, 22–44. IGI Global, 2011. http://dx.doi.org/10.4018/978-1-61692-889-6.ch002.
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The development of new orientations and focuses for the conceptualisation and measurement of electronic service quality (henceforth, e-SQ) is demonstrably necessary. This chapter is mainly addressed to highlight research avenues for improving our understanding of e-SQ management, based on a critical review of previous literature. The orientation of this study aims to reduce the efforts of researchers who desire to enter this field. To do this, we offer a research agenda and synthesise the main previous studies, including the dimensions employed within a set of selected works. We start by expounding the reasons that justify the carrying out of a project of investigation to measure e-SQ. We move on to describe the current e-SQ research gaps (research opportunities). And we conclude with a section devoted to the setting out of our conclusions and indicating possible routes for future investigation.
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Mustafa, Cecep. "The Challenges to Improving Public Services and Judicial Operations." In Handbook of Research on Global Challenges for Improving Public Services and Government Operations, 117–32. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-4978-0.ch007.
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This chapter explores judicial perspectives on sentencing minor drug offenders in Indonesia. As a basis for the framework for this study, a concept of Goffman on dramaturgy was used to explain the dramaturgical competence of the panel judges in their attempts to show accountability to their audiences (i.e., the sphere of politics, the public, and religion). Conceptualisation of this study stems from this author former self-identity as a judge but also from the author biography since the author more familiar with the practical pressure and challenges of lower court judges. This chapter contributes to knowledge by considering that the judicial awareness of the issues surrounding justice and public acceptance led to the situation where they were attempting to present a unique balance between pursuing justice and public service.
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Azemi, Yllka, and Wilson Ozuem. "Online Service Failure and Recovery Strategy." In Advances in Marketing, Customer Relationship Management, and E-Services, 112–35. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9776-8.ch006.
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The Internet environment has transformed the concepts of service failure and recovery strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In traditional encounters, the research spectrum of service failure and recovery strategies is very much developed from a customer service approach, and the responsibility of recovery has been traditionally assumed to be something that is assigned to the marketer. Studies pay little or no attention to the multidimensional nature of service failures contingent to recovery strategies in the evolving social media. To date, empirical studies have focused on service failures and recovery strategies in online marketing environments, but pay limited attention to social media platforms. This paper aims to provide some insights on the need for a broader conceptualisation of service failure and recovery strategies, incorporating social media platforms for the development of effective marketing communications programme.
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Handayani, Bintang. "Going to the Dark Sites With Intention." In Advances in Hospitality, Tourism, and the Services Industry, 50–66. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-2750-3.ch003.
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This chapter discusses construction of niche tourism in postmodernism. It aims to give a flavour on how the arguments are presented. Utilising death sites and Voluntourism, coupled with proliferation of Information and Communications Technology (ICT) as backdrop, this chapter sets to the layer of dark tourism as the revelation and contemplation, it bridges the nexus between visiting the death sites and extreme poverty areas, and hospitality features as core essence attributed to authentic experience. This chapter thus is an agreement of the previous studies which suggest authentic experience derived from cool authenticity and existential authenticity. It would emerge as not only the answer for searching authentic experiences but also most importantly it could extend the niche tourism formation and deepen Voluntourism conceptualisation. Findings of this study provide practitioners in the tourism and hospitality industries with clues to position death sites and Voluntourism as premium market offerings. Eventually, some directions for future study are discussed.
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Gunter, Helen M. "Thinking politically: challenging public education." In The Politics of Public Education, 1–24. Policy Press, 2018. http://dx.doi.org/10.1332/policypress/9781447339588.003.0001.
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This chapter provides an overview of the book's main themes. This book presents a new conceptualisation, so-called Knowledgeable Polities, and identifies and deploys the Education Policy Knowledgeable Polity as the methodological means of examining the dynamics of the state, people, practices, ideologies and networks. Such an approach allows the study to consider the conditions for rethinking politically ongoing ‘reforms’ of education. The book provides access to ideas, evidence, and practices vital for the re-politicisation of public services education. By engaging with Hannah Arendt as a ‘discussion partner’, it explores a range of ideas and arguments.
Conference papers on the topic "Conceptualisation des services"
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Baek, Joon Sang, Sojung Kim, and Yoonee Pahk. "A sociotechnical framework for the design of collaborative services: diagnosis and conceptualisation." In Design Research Society Conference 2016. Design Research Society, 2016. http://dx.doi.org/10.21606/drs.2016.203.
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Leonard, Michel, and Anastasiya Yurchyshyna. "Decision Constructing as Conceptualisation of Service Innovation." In 2011 International Joint Conference on Service Sciences (IJCSS). IEEE, 2011. http://dx.doi.org/10.1109/ijcss.2011.15.
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Utz, Wilfrid, Robert Woitsch, and Dimitris Karagiannis. "Conceptualisation of Hybrid Service Models: An Open Models Approach." In 2011 IEEE 35th IEEE Annual Computer Software and Applications Conference Workshops (COMPSACW). IEEE, 2011. http://dx.doi.org/10.1109/compsacw.2011.89.
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Kasimatis, Katerina, Vasiliki Kontogianni, Andreas Moutsios-Rentzos, and Varvara Rozou. "IDENTIFYING THE EFFECTIVE TEACHER: THE CONCEPTIONS OF PRE-SERVICE ASSISTANT NURSES." In International Conference on Education and New Developments. inScience Press, 2021. http://dx.doi.org/10.36315/2021end027.
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In this paper, we focus on the conceptions of effective teaching that pre-service assistant nurses hold about effective and ineffective teaching during their training in Public Vocational Training Institutes (DIEK) in Greece. We focused on three aspects of teaching effectiveness: 1) The model of Patrick and Smart (1998), who identified three groups of effective teacher characteristics includes; respect for students, ability to challenge students, organisation and presentation skills; 2) Considering the hands-on teaching experiences of pre-service assistant nurses, we explored their conceptions about teaching effectiveness in problem-based learning educational settings, based on Mayo, Donnelly, Nash and Schwartz (1993), who investigated, amongst others enthusiasm, active interaction and providing feedback. 3) The communicational aspect of teaching effectiveness, drawing upon the work of McCroskey and Richmond (1990) about socio-communicative styles, who identified two dimensions of interpersonal communication; namely assertiveness and responsiveness. All three aspects were explicitly investigated for both effective and ineffective teaching. A three-section (in line with the three-faceted conceptualisation of teaching effectiveness), 56 Likert-type items, questionnaire was completed by 125 students. Our analyses allowed us to identify which aspects of teaching characterise the effective teacher and which are present both in the effective and the ineffective teacher.