For IT services companies, delivering high quality IT services is of eminent importance. IT service quality drives customer satisfaction, which in its turn drives firm performance. It is this link that is addressed in this paper: How can the performance of customer service delivery teams be improved, …

When the editors of this book asked us to write a chapter that reflects our work and thoughts about issues that relate to change and improvement of institutions, environments, and people, we immediately decided to focus on the college classroom and how college teachers and students adapt to new forms …

This study was based on Instructional Skills (IS) training module which was imparted by Training Institute for Technical Instruction (TITI) Nepal to improve the performance of vocational instructors. Instructional skill training is a three months training course split in to three modules; each module …

The research assesses the value chain and quality control of the pork industry in Beijing municipality of China. Through interviewing all the actors of pork industrial value chain in Beijing, the roles functions and problems of each of the actor of the pork industrial value chain of Beijing were investigated …

There are lots of definitions of quality, and also of quality in education. Garvin (1984)discerns five approaches: the transcendental approach, the product-oriented approach, the customeroriented approach, the manufacturing-oriented approach and the value-for-money approach. Harvey and Green (1993) give …

The prejudice and discrimination against Roma started upon arrival in the 11th century. They were seen as untrustworthy due to the nomadic lifestyle and different skin colour. Roma were forced to live as slaves during the 1500 which ended several centuries later in 1864. Although, legally they were …

Since 2000, all Dutch Universities of Professional Education are confronted with three major renewals. The first was the European agreement to implement the Bachelor-Master system in Higher Education. The second was the strong tendence to renew eduction towards Competence Based Education. The third renewal …

In order to overcome cancer-related problems and to improve quality of life, an intensive multi-focus rehabilitation programme for cancer patients was developed. We hypothesised that this six-week intensive rehabilitation programme would result in physiological improvements and improvement in quality …

Communication plays an important role in manyprofessional contexts. This is especially truefor students in the field of social work. Theaim of this study was to develop formative,self-regulated multimedia self-assessment ofsocial-communicative competencies for socialwork students. First, a pilot study …