"How Do I Deal with Burnout?"

2021 ◽  
Vol 49 (3-4) ◽  
pp. 42-43
Author(s):  
Richard Newton
Keyword(s):  
Service Expectations

In this edition of the Bulletin for the Study of Religion’s advice column, Sage D’Vice answers helps readers deal with burnout. The piece emphasizes scholars’ need to understand their situatedness within a variety of settings and the ways they can use their skills effectively to negotiate the demands of those settings. Sage D’Vice offers practical tips to help scholars build upon their strengths, manage service expectations, and maximize their productivity.

scholarly journals All Is Good, but Not Really: Daily Reports of Satisfaction With Home- and Community-Based Services

2020 ◽  
Vol 4 (Supplement_1) ◽  
pp. 639-640
Author(s):  
Jyoti Savla ◽  
Karen Roberto ◽  
Aubrey Knight ◽  
Rosemary Blieszner ◽  
Brandy Renee McCann ◽  
...  
Keyword(s):  
Service Use ◽  
Service Providers ◽  
Theory And Practice ◽  
Community Based ◽  
Daily Diaries ◽  
Rural Caregivers ◽  
Service Expectations ◽  
Extensive Body ◽  
Barriers To Health ◽  
Community Based Services

Abstract An extensive body of literature documents correlates of and barriers to health service use, yet much less is known about satisfaction with home- and community-based services for persons with dementia (PwD). Daily diary data from 122 rural caregivers (CG) of PwD (814 daily diaries) were used to assess everyday service use experiences. At the last diary interview, CG identified areas where service use expectations were and were not being met. CGs reported problems with services used on fewer than 5% of study days (e.g., service provider was delayed because of car trouble). In contrast, 82% of CG identified areas where service expectations were not being met. Their most common concerns were lack of control over service availability and lack of adequate training among service providers. Recommendations for alternative ways for capturing service use satisfaction will be offered, and implications for theory and practice will be discussed.

Information Systems Service Quality, Zone of Tolerance, and User Satisfaction

2012 ◽  
Vol 24 (2) ◽  
pp. 50-73 ◽  
Author(s):  
Narasimhaiah Gorla
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service Performance ◽  
Perceived Service Quality ◽  
System Service ◽  
Research User ◽  
Zone Of Tolerance ◽  
Service Expectations ◽  
Service Expectation ◽  
The Relationship

Information system service quality has been a very important theme in both IS practice and research. User service expectations affect perceived service quality and user satisfaction. The objectives of this research are to i) to explore the relationship between perceived IS service quality and user satisfaction across the three regions of zone of tolerance (ZOT) and ii) to validate the associations between service expectations (adequate service and desired service) and service performance. The analysis of the data obtained from 193 IS users revealed a positive and significant association between perceived service quality and user satisfaction across the service zones and service dimensions with stronger associations in the acceptable service zone and weaker associations in the inadequate and superior service zones. Thus, the results demonstrate that the relationship between IS service quality and user satisfaction is affected by ZOT. It is found that the desired service expectation measure is more strongly related to service performance compared to the adequate service expectation measure. It is also observed that irrespective of the ZOT, the service dimension that contributes most to service performance is assurance. Tangibles have the widest ZOT and assurance has the narrowest ZOT compared to most other service dimensions. The author discusses the implications of the present study for both research and practice.

scholarly journals Incorporating Customer Service Expectations In The Restaurant Industry: The Guide To Survival

2012 ◽  
Vol 28 (5) ◽  
pp. 931
Author(s):  
M.C. Cant ◽  
C. Erdis
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Competitive Advantage ◽  
Customer Service ◽  
Exploratory Study ◽  
Restaurant Industry ◽  
Font Size ◽  
Research Results ◽  
Customer Expectations ◽  
Service Expectations

<span style="font-family: Times New Roman; font-size: small;"> </span><p style="margin: 0in 0.5in 0pt; text-align: justify; text-indent: 0in; mso-pagination: none;" class="MsoBodyTextIndent"><span style="font-family: Times New Roman; font-size: x-small;">With the remarkable growth and economic contributions of the services industry, companies are finding that they need to focus on service to keep up with rising customer expectations and to compete effectively. Thus excellent customer service in a restaurant has the potential of differentiating the restaurant from competing ones and could lead to creating a competitive advantage. Thus, if a restaurant becomes well known for its superior customer service, this can be used as a way of outmanoeuvring competing restaurants.<span style="mso-spacerun: yes;"> </span>This article examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder.<span style="mso-spacerun: yes;"> </span>Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation.</span></p><span style="font-family: Times New Roman; font-size: small;"> </span>

scholarly journals The postmodern consumer: Implications of changing customer expectations for organisation development in service organisations

2003 ◽  
Vol 29 (3) ◽  
Author(s):  
C. L. Van Tonder
Keyword(s):  
Modern Society ◽  
Consumption Patterns ◽  
Organisation Development ◽  
Customer Expectations ◽  
Service Expectations

Postmodern society is predominantly viewed as a consumption- oriented society that developed as a reaction to the more traditional, modern society. The observed divide between modern and postmodern societies suggests different consumption patterns and consumer profiles which could have significant implications for service organisations. The discussion contrasted the modern and postmodern eras and societies, and isolated the main characteristics and service expectations of the postmodern consumer. The implications for organisation development (OD) in service organisations, notably in terms of the changes that are required, are highlighted. Opsomming Die postmodernistiese samelewing word hoofsaaklik as ‘n verbruikersgeoriënteerde samelewing gesien, wat in reaksie op die meer tradisionele modernistiese samelewing ontwikkel het. Die waargenome gaping tussen modernistiese en postmodernistiese samelewings suggereer verskillende verbruikspatrone en verbruikersprofiele wat beduidende implikasies vir diensorganisasies kan inhou. Die bespreking het die modernistiese en postmodernistiese eras en samelewings gekontrasteer en die hoof eienskappe en diensverwagtinge van die postmodernistiese verbruiker geïsoleer. Implikasies vir organisasie-ontwikkeling in diensorganisasies, veral in terme van die veranderinge wat benodig word, word aangedui.

Does Citizens’ Self-Identification of Their Public Role Affect Their Satisfaction with Public Services?

2020 ◽  
Vol 35 (1) ◽  
pp. 75-100
Author(s):  
Hemin Choi ◽  
Jong Seon Lee
Keyword(s):  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
The Public ◽  
Public Role ◽  
New Public ◽  
Significant Difference ◽  
Service Expectations ◽  
Manova Analysis

This study investigates how citizens define their role qua citizen and how the public role they assign themselves matters in their assessment of satisfaction with public service performance. We compared survey respondents who identified their citizen role as customer (n=280), partner (n=353) or owner (n=467) to test this relation. Theoretically, the dominance of New Public Management (NPM) scholarship has resulted in the framing of citizens as simply customers, but our empirical study finds that citizens consider themselves more as partners or owners of government. This mismatch in conception was our research hypothesis for further research. We then ran a number of t-tests and carried out a MANOVA analysis, the results of which indicate that there is a significant difference between the customer and partner groups regarding expectations and satisfaction on the quality of their living area but not regarding performance. There is also evidence that shows that the role citizens assign to themselves is related to their public service expectations but that the connection between their view of their role and their assessment of performance is weak.

Introduction

2018 ◽  
pp. 1-27
Author(s):  
Julee T. Flood ◽  
Terry L. Leap
Keyword(s):  
Risk Management ◽  
College Education ◽  
Higher Learning ◽  
Academic Standards ◽  
Faculty Research ◽  
Promotion And Tenure ◽  
Institutions Of Higher Learning ◽  
Wide Range ◽  
Service Expectations ◽  
Prohibitive Cost

The wide range of U.S. institutions of higher learning face a number of challenges such as the balance between faculty research, teaching, and service expectations, the high and, sometimes, prohibitive cost of a college education, eroding academic standards, heated debates over curriculum issues, administrative bloat, and the contentious nature of promotion and tenure decisions. Risk management is often the key to dealing with these issues.

Tele-ICU “Myth Busters”

2012 ◽  
Vol 23 (3) ◽  
pp. 302-311
Author(s):  
Angelo Venditti ◽  
Chanda Ronk ◽  
Tracey Kopenhaver ◽  
Susan Fetterman
Keyword(s):  
Crisis Intervention ◽  
Health Care Systems ◽  
Quality Care ◽  
Cost Effective ◽  
Profound Impact ◽  
Telemetry Unit ◽  
Improved Outcomes ◽  
Growing Body ◽  
Care Systems ◽  
Service Expectations

Tele–intensive care unit (ICU) technology has been proven to bridge the gap between available resources and quality care for many health care systems across the country. Tele-ICUs allow the standardization of care and provide a second set of eyes traditionally not available in the ICU. A growing body of literature supports the use of tele-ICUs based on improved outcomes and reduction in errors. To date, the literature has not effectively outlined the limitations of this technology related to response to changes in patient care, interventions, and interaction with the care team. This information can potentially have a profound impact on service expectations. Some misconceptions about tele-ICU technology include the following: tele-ICU is “watching” 24 hours a day, 7 days a week; tele-ICU is a telemetry unit; tele-ICU is a stand-alone crisis intervention tool; tele-ICU decreases staffing at the bedside; tele-ICU clinical roles are clearly defined and understood; and tele-ICUs are not cost-effective to operate. This article outlines the purpose of tele-ICU technology, reviews outcomes, and “busts” myths about tele-ICU technology.

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