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Using Multivariate Statistics

Basics of qualitative research: Grounded theory procedures and techniques

According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them.

Out of the Crisis

The author systematically examines one of the important issues of information — establishing the market price. He introduces the concept of «search» — where a buyer wanting to get a better price, is forced to question sellers. The article deals with various aspects of finding the necessary information.

Economics of Information

行銷硏究 : Marketing research

– The purpose of this paper is to report research into the marketing and promotion of e‐books, and use this as a case study context to generate insights into approaches in academic libraries to the marketing of new services. As such it contributes to the limited empirical research on both the introduction of e‐book services and on marketing in academic libraries., – Semi‐structured interviews were conducted with 25 academic librarians, in seven case study libraries, holding the following posts: subject librarians, e‐resources librarians, or cataloguers. Interviews focussed on: the existence of a promotion/marketing strategy for e‐books; the marketing and promotion tools used to promote e‐books; promotion via academics; the issues and challenges in promoting e‐books; and future plans for the promotion of e‐books., – None of the libraries had a marketing communication strategy relating to e‐books, yet, on the other hand, most interviewees were able to point to a range of tools used to promote e‐books, and some had plans for improvements in their promotion activities., – This study demonstrates a laissez faire approach to the marketing of potentially significant new services from academic libraries – providing access to e‐books. Recommendations for development focus on taking a strategic approach to marketing and promotion, managing tensions between promotion and supply, innovation in promotional tools, and influencing word‐of‐mouth.

Marketing and promotion of e‐books in academic libraries

Withdrawal of students from courses in higher education institutions is an issue that is attracting special attention in the United Kingdom. Earlier studies, primarily in the United States and Canada, have used a model that is founded on the concepts of integration and adjustment. Other perspectives can be developed by using concepts associated with motivation and service quality. The article describes a telephone survey based on semi-structured interviews, which was conducted at Edge Hill College of Higher Education and demonstrates how a withdrawal survey can be embedded in the mechanism for monitoring and evaluating the quality of the student experience. Key factors influencing withdrawal at Edge Hill are: course not as expected, travelling difficulties, institution not as expected, domestic difficulties, and financial difficulties. These factors coincide with other work on withdrawal. Issues for further development include the relationship between the withdrawal survey and the Student Charter and stud...

Conducting a Withdrawal Survey

Consumers in a wide range of contexts whether purchasing goods or services are increasingly using technology. The role of people in the delivery of services is diminishing as companies strive to lower costs and consumers become less inclined to wait or queue. Through a number of case studies, the impact of technology in the provision of services is scrutinised and the common characteristics of the service experience in such applications are identified. As customers become more proficient at taking on an IT role, traditional models of the service experience may need to be revisited. Specifically, models will need to reflect a greater participation by the customer, a diminishing role for service personnel, and the blurring of the back and front office divide.

Enhancing the customer experience: contributions from information technology

Discusses waiting as a part of the service experience, and thus its influence on customer satisfaction. Explains how to distinguish satisfaction and its role in determining customers’ future attitudes. Examines how to manage the waiting experience via two case studies, and concludes that successful management of waiting brings rewards to both the customer and the service provider.

The waiting experience: towards service quality in the leisure industry

This article seeks to draw out some of the principles and concepts of action research in order to better inform student work based learning. After an introduction that explains the application of action research to work based learning, the article explores the essence of action research. The action research cycle and the notion of meta learning are introduced. A section on taking action research forward addresses pragmatic issues such as: journal keeping, managing role duality, and managing politics and ethics. Finally suggestions are offered for writing an action research dissertation or work based project report.

Jennifer Rowley

Papers

Marketing and promotion of e‐books in academic libraries

Conducting a Withdrawal Survey

Enhancing the customer experience: contributions from information technology

The waiting experience: towards service quality in the leisure industry

Action research: an approach to student work based learning