Showing papers on "Service provider published in 1988"

Communication and control processes in the delivery of service quality

Abstract: Delivering consistently good service quality is difficult but profitable for service organizations. Understanding why it is so difficult and how it might be facilitated is the purpose of the articl...

How service marketers can identify value‐enhancing service elements

Abstract: Some service elements and processes address the minimal requirements and expectations of customers, while others go a step further to add value to the service experience. This article describes and illustrates a simple method of looking at customer satisfaction survey data that service marketers can use to distinguish minimum requirements from value enhancements.

Differences in the consumer decision process for professional vs. generic services

Abstract: There are distinct differences between professional services and other services which affect the way consumers make purchase decisions about them. This paper discusses the differences using the consumer decision process as a framework. Strategy implications for the professional service provider are presented, and specific suggestions are offered to improve the efficiency of the exchange — thereby benefiting both the buyer and the service provider.

New Competition in the Service Economy: The Five Rules of Service

Abstract: In the Western world we are already living in a service economy. Services do not only account for a substantial part of gross national product, but they are also becoming the basis for a competitive advantage for many firms. Moreover, it is not only important to manage services successfully in the service sector of the economy. For manufacturers of goods, the service elements in their customer relations are becoming increasingly important. A competitive advantage can be developed by managing these services well. Implementing a service strategy requires a new “service know‐how”. Five rules of service are put forward and discussed in the present article. These rules cover demand analysis, quality control and marketing.

Patterns in Special Education Service Delivery and Cost.

Abstract: Initiated in respor...i to a Congressional requirement in the 1983 amendments to the Education for All Handicapped Children Act, this report provides nationally representative estimates of the per-pupil expense of educating students with disabilities. The estimates are derived from information gathered through a 1985-86 school year survey in a sample of 60 school districts located in lr states. Based on the Resource Cost Model, the survey gathered information about the resources, pricing, and pupil enrollments of all special and regular education programs and services provided to students in the sampled districts. Resources were broken down into personnel, supplies, materials, equipment, energy, and space associated vita each program. Five categories of special education programs were studied: preschool, resource, self-contained, residential, and home/hospital. Supplemental service expenditures were also analyzed, including related services, adaptive physical education, and special vocational instruction. In addition, the study documents expenditures for district-level and school-level support services, including supervisory and administrative personnel, curriculum coordinators, community liaison staff, attendance officers, -esearch and evaluation, etc. Five categories of service providers were examined: school districts, cooperatives, other state and local agencies, private schools, and purchased services. The 1985-86 data are compared with per-pupil expenditures obtained from an earlier study conducted in 1977-78. (JDD) *********************************************************************** Reproductions supplied by EDRS are the best that can be made from the original document. *********************************************************************** Patterns in Special Education Service Delivery and Cost Mary T. Moore E. William Strang Myron Schwartz Mark Braddock This study was funded by the Department of Education under Contract Number 300 -840257. The contents or this report do not necessarily refltct the views or policies of the Department of Education.

The Decision To Contract Out City Services: a Further Explanation:

Abstract: IN a recent article Ferris (1986) offers a comprehensive, theoretically specified analysis of influences affecting the decision to contract out services in cities with populations equal to or greater than 25,000. In brief, he contends that since municipalities may not eagerly embrace contracting, preferring instead to maintain direct control over most services, the perceived gains from contracting must substantially exceed the potential costs. Three conditions are likely to affect the benefit-cost calculation: when (1) cost savings are likely; (2) fiscal pressures are noticeable; and (3) political opposition is weak. To test his model Ferris identifies, justifies, and operationalizes 14 indicators of his three constructs: "supply," "fiscal," and "political." The impact of the predictor variables on his dependent variable (the percentage of 43 publicly provided services that are produced externally) is estimated through multiple regression analysis. Ferris (1986: 306) concludes that "all three sets of factors [costs/supply, fiscal stress, and political considerations] are instrumental in explaining the incidence of contracting out." Although Ferris's research must be considered one of the most ambitious attempts to date to explain the decision to contract out, his model can be extended and refined. For example, he does not examine any potential variation across major service providers, e.g., for-profit, nonprofit, and intergovernmental. Nor does he separate his contracting measure by functional area, e.g., public works, public safety, or parks and recreation. Previous research suggests that the propensity to contract varies across service vendors and by service area (see Ferris and Grady 1986; Valente and Manchester 1984). A third limitation of Ferris's contracting model is the decision to include as components of the dependent variable only those services "delivered to the public [directly]" (see p. 308, note 13). He excludes "support" services. As Gordon (1986: 226-27, emphasis in original) notes, traditional distinctions between line (direct) and staff (support) functions "are increasingly coming to be seen as less distinct." Moreover, from a theoretical perspective staff-support services can significantly affect service efficiencies, a principal item of concern in Ferris's model.

A framework for defining the quality of communications services

Abstract: A framework is described that was developed to help assess communications service quality in a manner that most closely reflects the broad array of performance parameters experienced by customers. Examples of its application are presented. An additional benefit experienced with the use of this framework is a more consistent, disciplined analysis of service parameters, adding to the thoroughness with which service providers and customers alike assess the quality of communications services. >

Postdoctoral education and training for clinical service providers in health psychology.

Abstract: It was recommended by the 1983 National Working Conference on Education and Training in Health Psychology (Stone, 1983) that 2 years of postdoctoral education and training be mandated for future licensed health service providers in health psychology. The background for requiring this postdoctoral training, a model for education, criteria for developing programs, issues of funding, and a rationale for accepting this mandate are presented. Highlighted are the stable and consistent growth of health psychology, the need to expand the period of clinical training to meet the many advances in the field, and the challenges that exist for the fully trained clinical health service provider.

Who's Serving the Homeless?:

Abstract: Although responses to homelessness have increased dramatically, little attention has been paid to the service providers who work with this population. The authors present descriptive data on the ch...

The importance consumers place on professional services

Abstract: A relevant, timely issue in the professional services area is that of marketing. Should professional service providers actively market their services? And, if so, how? Many professionals have already stepped into the marketing arena, but without first understanding the nature of their target market(s). This article concentrates on one area of the user market that should be known and understood by all professional service marketers: What level of consumer interest or perceived personal importance typifies the purchase of a professional service?

The male batterer: clinical and research issues.

Abstract: Since 1977, treatment and education programs for men who are assaultive toward spouses have proliferated across the country. Due to the great risk these men have posed to family members, many of the early intervention strategies were based on clinical intuition, clinical style, and personal understanding of the causes of family violence rather than on research data. These approaches to treatment have fallen into three camps: (1) a cognitive understanding of sexism, power, and control in intimate relationships; (2) behavioral anger management; and (3) family systems. Although service providers argue that their particular approach is the most effective, there is no data that indicate that any one form of treatment is more successful than others. As more empirical data are made available to service providers, treatment interventions can be appropriately modified. A greater dialogue between service providers, social policy makers, and academics is necessary to bridge the gaps in understanding the psychology of men who are assaultive toward intimates. Specific recommendations are made that may lead us to a better understanding of the etiology of spouse abuse as well as to the formulation of more effective intervention and prevention strategies. Language: en

Relationship marketing for health care providers.

Abstract: A relatively new concept termed "relationship marketing" is examined in terms of its usefulness for providers targeting employers as direct purchasers of health care services. The discussion includes (1) a consideration of why employers' rhetoric about health care purchasing practices has so far exceeded the reality of change and (2) ways in which relationship marketing can be adopted by providers to influence the health care purchasing practices of organizational buyers.

The Focused Factory in Service Industry

Abstract: The concept of the focused factory is well known and accepted in manufacturing industries. It is argued that the same concept can and should be applied in service industries as well. The differences between a service and manufactured product, however, cause some specific problems with respect to focusing. These problems are the variance among firms within a certain service sector, customer participation, the variability of customer needs, the need for consistency among the various elements of the service encounter, and the difference between the front and the back office. Some recommendations are made to cope with these problems.

Patient choice of providers in a preferred provider organization.

Abstract: This article is an analysis of patient choice of providers by the employees of the Security Pacific Bank of California and their dependents who have access to the Med Network Preferred Provider Organization (PPO). The empirical results show that not only is the PPO used by individuals who require relatively little medical care (as measured by predicted office visit charges) but that the PPO is most intensively used for low-risk services such as treatment for minor illness and preventive care. Also, the most likely Security Pacific Health Care beneficiary to use a PPO provider is a recently hired employee who lives in the south urban region, has a relatively low income, does not have supplemental insurance coverage, and is without previous attachments to non-PPO primary care providers. In order to maximize their ability to reduce plan paid benefits, insurers who contract with PPOs should focus on increasing PPO utilization among poorer health risks.

Strategies for enhancing services quality

Abstract: Everybody pays lip service to service quality. A few have invested the level of effort required to make a difference. This article examines the impact that service quality has on corporate performance. The article also summarizes why so many have underestimated the challenge of improving service quality. Finally the article presents some strategies which have helped companies in building or rebuilding the quality of service that customers expect.

Service Industries - Improving Competitive Performance

Abstract: This article considers the importance of service industries to the British economy and how service managers and management academics can prevent the decline of the British service sector as foreign interest in it increases. The activities of four service organisations who are trying to improve their competitive performance are described.

The Impact of Trends in Service Operations on Food Service Delivery Systems

Abstract: This article identifies three main trends in service operations. It identifies how these have been applied to service industries in general and to the food service sector in particular. The relationship between these and specific industry sectors is identified. The application and implementation of these trends in food service organisations is discussed in relation to the organisational culture, leadership style and systems that such firms adopt.

Team Training for Young Children with Autism: A Regional Model for Service Delivery.

Abstract: Young children with autism and related developmental handicaps require early, intensive and comprehensive services if they are to progress rapidly and efficiently. Due to the relatively low incidence of autism and the lack of specially trained professionals, children who live in rural areas are typically unserved or are provided with limited services which fail to address adequately their extensive and ongoing needs. This article describes a recently developed regional model designed to provide thorough training services for preschool-aged children, their families, and community-based service providers who have an impact on the children's functioning and development. The team training approach is characterized by a focus on individualized intervention, ongoing assessments, and intensive training which seeks to produce a consistent, coordinated effort on behalf of the child-family-community interactions. The model is described in detail, and service implementation is illustrated by a representative case.

Community care--the costs and quality.

Abstract: There has been much debate in recent years about the implementation of community care policies for people with learning difficulties. The debate has centred on the following points: what the real costs and benefits of community care are, and to whom; what a community care service should look like; who should provide the service and how should it best be funded. This paper presents the results of a study comparing the costs and outcomes to clients of a variety of residential services for people with learning difficulties. The services evaluated range from traditional hospital services to small community based homes, run on ‘ordinary life’ principles. The purpose of the study was to collect information to aid policy makers and service providers in deciding how best to implement the community care initiative.

Women and AIDS: Scapegoats or a Social Problem?

Abstract: Women have been diagnosed with AIDS since the epidemic was discovered nearly a decade ago. However, researchers, funding agencies, and service providers have ignored their special needs and concerns. One reason for this lack of concern is that women with AIDS have not yet been considered a "problem" for society as a whole, even though half the people with AIDS in developing countries and an ever increasing proportion of the diagnosed cases in this country are women. This article explores the process of defining social problems and some factors that promote or inhibit women with AIDS from being so defined and from receiving the resources that a significant problem demands.

NAN--a national voice for community-based services to persons with AIDS.

Abstract: Because of the variety of needs engendered by AIDS, a broadbased response to the epidemic is warranted. The traditional medical model, with its emphasis on inpatient hospital care, is expensive and fails to address other needs of people with AIDS (PWAs). This paper outlines an alternative model: the community-based response, or continuum-of-care model. It builds on earlier community models of an integrated network of service providers who can better meet a range of needs of PWAs outside the hospital. Although the model may include a designated hospital AIDS unit that supplies inpatient services, the continuum-of-care model incorporates other nonacute and psychosocial services offered through community-based providers, and these services rely to a large extent on volunteers. Nationwide, more than 400 community-based AIDS service organizations have been formed in response to the growing AIDS epidemic, or have evolved from existing organizations. The National AIDS Network (NAN) was formed in 1985 by five such organizations to represent at the national level the vision of community-based AIDS care. As the nexus for a national community-based response, NAN acts as a conduit for service providers to share experience as well as a clearinghouse for information and programs.

Severe and Profound Mental Retardation

Abstract: Severely and profoundly mentally retarded persons present a challenge to service providers because multiple physical and emotional problems are often present Conceptions of this group of individuals have changed dramatically for the better in the past few decades Severely and profoundly mentally retarded persons were once considered hopeless and untrainable (Berkson & Landesman-Dwyer, 1977) This situation is no longer accepted because research has shown that progress can be made when training these persons Today, service providers are focusing on “active” treatment, when in the past the standard of service delivery emphasized primarily custodial care and medical services However, not all service providers have adopted this more optimistic view Consequently, not all of the severely and profoundly retarded persons are given the treatment needed to improve in overall behavior and independent living On the other hand, litigation, social policy, and great advancements in assessment and treatment have made the rehabilitation movement national, and one that is accelerating in scope and sophistication (Matson & Mulick, 1983) In our chapter we will attempt to outline some of the major issues and characteristics of severely and profoundly retarded persons Also, a description of some recent innovative approaches to behavior therapy will be provided It is hoped that more providers will adopt an “active” treatment model in the future