Connecting Key Organizational Dimensions for Creating Value Focused on Service in the New Era

This is an era of profound changes in the businesses management and in people’s life. Many companies need to survive, recover and find new ways to create value for stakeholders. A focus on service is an imperative for that purpose, but it is necessary to harmonize this focus with a right understanding about the creation of value in the organizational reality according to the new era. As new technologies are replacing, facilitating and complementing the work of service employees more than ever, it is crucial reorienting the value that service can add. Our task is rethinking the main forces for establishing a focus on service in order to create consistent value. We focus on service culture and climate as the forces that need to be integrated for conveniently connecting with the organizational dimensions for creating value. Through an anthropological analysis and the case methodology we can understand the connection among the key organizational dimensions and the value they create: (a) to obtain sufficient incentives and resources-economic value, (b) to develop the organizational capability-social value and (c) to forge trust and commitment to the mission-ethical value. We extend current conceptualizations about climate and culture focused on creating value and share our reflections about the required connections for consolidating an integrated value, suggesting some managerial implications for that purpose.

Professional community and student engagement in higher education: rethinking the contributions of professional staff

PurposeScholarly studies on student engagement are mostly focused on the perceptions of students and academic staff of higher education institutions (HEIs) with a few studies concentrating on the perspectives of professional staff. To address this knowledge gap, this paper aims to examine how professional staff who are members of a professional community perceive their contributions to enhancing student engagement in a university.Design/methodology/approachData for the current study were gathered using semi-structured face-to-face interviews among 41 professional staff who were purposively sampled from a public university in South Africa. The data gathered were analysed using thematic analysis that involved a process of identifying, analysing, organising, describing and reporting the themes that emerged from the data set.FindingsAn analysis of the narrative data revealed that when professional staff provide students with prompt feedback, support the development of their social and cultural capital and provide professional services in the area of teaching and learning, they foster student engagement in the university. However, the results showed that poor communication flow and delays in addressing students’ concerns could lead to student disengagement. The study further argues that through continuous interaction and shared norms and values among members of a professional community, a service culture can be developed to address possible professional knowledge and skills gaps that constrain quality service delivery.Originality/valueThe current paper contributes to the scholarly discourse on student engagement and professional community by showing that a service culture of engagement is developed among professional staff when they share ideas, collaborate and build competencies to enhance student engagement. Furthermore, the collaboration between professional staff and academics is important to addressing the academic issues that confront students in the university.

Analysis correlation of the Implementation Framework COBIT 5, ITIL V3 and ISO 27001 for ISO 10002 Customer satisfaction

This study aims to determine and provide information about the corellation of COBIT 5, ITILV3 ,and ISO 27001 for customer satisfaction. This study uses a causal associative method with a quantitative approach. The population of this research is all customers of company Quota Broadband Internet. The sampling technique in this research is probability sampling technique through simple random sampling. The research sample was 135 customers. The results showed that there was an corellation of COBIT 5 (6.Customer-oriented service culture ), ITIL V3 (Service Operation 4.2 Incident management), and ISO 27001 (A.16 Information security incident management) for 10002 (3.4 customer satisfaction). The biggest influence is COBIT 5 on ISO 27001 with a T statistic of 6,960 and a P value of 0,000.

Iberian War Writing

This chapter explores the roots of the modern war memoir genre. It debunks the enduring idea that in the early nineteenth century the Iberian peninsula did not produce military autobiographies, or any autobiographical writing at all, comparable to the output in north-western Europe. Making the argument for a broader definition of ‘war memoir’, it highlights the numerous ephemeral, polemical pamphlets (also known as manifiestos) written by Spanish veterans during the Peninsular War. It presents these military authors as ambitious, high-ranking career officers and shrewd guerrilla leaders, who used memoir-writing as a political tool to defend their actions on the battlefield, assert their suitability for command, and win popular support. In doing so, it emphasises the juridical and bureaucratic origins of Spanish life writing, dating back to colonial relaciones de méritos y servicios and an elite eighteenth-century service culture, as well as the shifts caused during the Peninsular War by the forced abdication of the king and the temporary declaration of freedom of the press.

IDEA OF ECOSTRUCTURE IN CONTEMPORARY ARCHITECTURE OF OSLO

The revitalization actions carried out in recent years within the urban tissue of Oslo made it possible to generate architectural layouts of a new character known as eco-structures. They are created both in the wharf zones of the city and accompanying natural and artificially formed promontories (Fjordbyen enterprise) as well as in its very centre (Grünerløkke district). These are old closed port and post-industrial areas now transformed into new layouts with residential, service, culture-creating and recreation functions. Frequently shaped on the border of two environments, i.e. urban and water as well as urban and park ones, they create a new quality of architecture making a dialogue with the natural environment and the local ecosystem.

DEVELOPMENT OF HOTEL BUSINESS OF CHERNIVTSI IN CONDITIONS OF CRISIS PHENOMENA

The simplest form and at the same time a component of the crisis is the crisis phenomenon. The hotel business periodically experiences economic crises. Hotel development is characterized by the periodic emergence, exacerbation and resolution of DEVELOPMENT OF PRODUCTIVE FORCES AND REGIONAL ECONOMY Issue I (81), 2021 27 socio-economic conflicts. The relevance of the research is due to the significant attention to the implementation of strategies for protection against crises and future development of the business entity, which will eliminate the existing shortcomings and increase the efficiency of the hotel industry. The article analyzes current events in the world and trends in the economy of Ukraine regarding the development of the hotel business; a content analysis of the number of hotels and similar accommodation in Chernivtsi; changes in tourist flows in Chernivtsi were identified and the dynamics of the number of Ukrainian citizens and foreigners who were in collective accommodation was modeled. In the process of analysis, it was found that the social effect of research in practice is as follows: expansion of priority measures to increase the activity of the hotel industry, including, inter alia, the creation of a strong investment microclimate; providing tourists with comfortable and safe conditions for coming to Chernivtsi; improving working conditions and service culture at the hotel industry in crisis situations. Prospects for further research are the development of new concepts and mechanisms for managing hotel facilities in a crisis, the implementation of scientific research on new systems for reforming the industry, because in a constantly changing internal and external environment, the hotel business faces new challenges and challenges.

ASSESSMENT OF SCHOOLCHILDREN’S DEMAND SATISFACTION WITH CATERING SERVICES IN GENERAL SECONDARY EDUCATION INSTITUTIONS

The article is devoted to topical issues, concerning school children`s high quality food supply. The direct research has been taken among pupils of 1-11forms in 4 Kiev schools. An assessment of the primary and secondary pupils` demand for food supply services during a week and a working day in school canteens was given in the article. The actual organization of meals in school canteens was objectively assessed. Identified both achievements and shortcomings in the organization of student nutrition. The degree of deviation of some indicators of quality of food from those which were reached in the best establishments of restaurant economy, serving the applicants of general secondary education at the place of study, was specified. The factors influencing assessment of the main indicators of food quality in the school canteens and cafeterias were analyzed, such as: range of dishes, quality of dishes, service culture. Significant influence of reforming the organization of pupils` nutrition in secondary schools on quality assessment was found, such as: expanding the range of dishes, improvement of customer service methods, creating a comfortable environment in the places for food consumption as well as taking into account such factors of influence as age features of pupils, food intake, free meals organization and meals payed by parents, the duration of pupils stay in the school an so on. A great attention was payed to searching the ways of expanding the range of dishes in school canteens, the dish quality improvement, the implementation of new methods and forms of service, improvement of service culture. Recommendations were developed: about using the received information when scheduling pupils` meals during the day taking into account features of demand on different days of the week; about changing the pupils` meal organization during extraordinary situations (the spread of coronavirus infection) to neutralize negative influences; about improving indicators of the quality of food organization concerning the experience of the best school canteens and cafeteria etc. The necessity of constant feedback with the school canteens customers was proved, which is very important for achieving the main goal- providing students with quality, safe and rational food.

Bürokratie, Regulierung, Verwaltung in der Krise

Bureaucracy—a burden without an end? Regulation—why are we dissatisfied with state laws and regulations? Administration—why are digitalisation and practicality, customer service culture and proximity to citizens not making progress? The refugee and coronavirus crises have ruthlessly exposed weaknesses in these respects. In this book, using his many years of experience, the author describes what has gone wrong in the government’s apparatus, how departmental egoism is preventing practicality and customer service, and how digitisation and administrative reforms have become stuck in the federal–state–local authority undergrowth. He shows how bureaucracy, regulation and administration can be reorganised—a stress test for Germany.

Institutional Drivers of Crowdfunding Volumes

Crowdfunding improves access to financing, yet cases of crowdfunding’s importance, besides traditional financing, are rare and notably localized. In explaining why global crowdfunding volumes are so heterogeneous, previous academic research has focused mainly on the existence of a legal system that is supportive of crowdfunding, but with conflicting results. We argue that a broader range of institutions must be considered to describe the spread of crowdfunding at its current early stage of development, and provide first empirical evidence on the matter. Using a dataset covering crowdfunding volumes of 122 countries over the years 2015–2016, we confirm that the existence of crowdfunding-specific regulations has a positive association with total crowdfunding volumes per capita. We also find that regulation targeted at a specific type of crowdfunding has an economically stronger association with corresponding transaction volumes. In line with our argument, we find that a significantly broader range of less crowdfunding-specific institutions exhibit strong ties to crowdfunding volumes, with strong e-service culture emerging as an especially robust determinant of all types of crowdfunding volumes. Stronger legal rights, greater financial freedom, and higher democracy levels are also associated with greater total crowdfunding volumes, but exhibit varying relevance across different types of crowdfunding.

Improving Public Service Culture With Reduction of Interest Conflicts in State-Owned Enterprises (SOEs) Task Enforcement in Emerging Markets - Case In Vietnam

SummaryNowadays, many developing countries such as China, India and Vietnam, etc. have been trying to improve public service culture in public service organizations through eliminating corruption, more integrity, and training and improving good corporate governance. Based on theories background on public service culture, or public administration culture and conflicts of interest, this paper aims to evaluate real situation of interest conflicts in public enforcement in Vietnam nowadays; then, it will use a combination of logic and synthesis, qualitative and quantitative methods, and inter-social scientific industries analytical method to propose some recommendations to reduce conflicts of interest in public enforcement in the country on the basis of further clarifying the concept of “public service culture” and “conflict of interest” in public service. For instance, the paper suggests that we need to amend regulations on giving and receiving gifts, and increase the control over assets and income.Last but not least, we suggest future desired research direction: we can expand researches to other emerging markets in Asia, China, India, Malaysia, Myanmar, etc.