A critical element in the evolution of governmental services through the internet is the development of sites that better serve the citizens' needs. To deliver superior service quality, we must first understand how citizens perceive and evaluate online. Citizen assessment is built on defining quality, identifying underlying dimensions, and…

Purpose: The purpose of this paper is to explore the rationale for the lack of growth in the two-wheeler service sector despite an exponential growth in the number of two-wheelers on Indian roads. Design/methodology/approach: The data of a premier manufacturer were gathered to develop a system dynamics model. Policy experimentation was carried out…

This study examined the relationship of emotional intelligence (EI) to jobs requiring emotional labour in a sample of 6,874 participants from eleven countries or geographical regions. In particular, the current study examined the relationship of a mixed model of EI, as measured by the Emotional Capital Report (ECR), to emotional labour identified…

This report explores the crucial transformation of the United States from an industrial to a post-industrial economy, with a particular focus on the shifting skill levels and incomes of American workers. It shows the increasing value of postsecondary education in today's economy and examines how workers have fared as the nation's focus has shifted…

Studies have shown that restaurant waitresses with hair ornamentation receive higher tips than waitresses without ornaments. However, the effect of such ornamentation on other behaviors has never been explored. In this study, the effect of a female interviewer's hair ornamentation on compliance with a survey request was examined. Male and female…

Higher education is at a crossroads, not only in the U.S. but also globally. This challenge is prompting an immigrant union to once again take up the labor movement's historic role of speaking for the common good and the broad interests of working people. Service Employees International Union (SEIU) Local 615 represents 18,000 property service…

From preschool through high school, accommodation and success, rather than self-advocacy and student development, are the predominant frameworks for students with physical disabilities. Many students with physical disabilities who use wheelchairs are assisted by their family members with daily life activities such as getting out of bed, showering,…

Volunteer tourism is one of the latest branches of the ever expanding globalised tourism. The initiative Workaway, an expression of this trend, was established in the late 90s with the aim of promoting "cultural understanding between different peoples and lands throughout the world". The figure of the workawayer as a new cosmopolitan…

This paper was presented at the Australian Federation of Travel Agents Industry Leaders & Educators Engagement Symposium held in Sydney on February 12, 2015. With industry sustainability becoming a strong concern, even within growth sectors, this paper identifies issues to be considered in ensuring that the education and training system can…

This study was completed to understand whether or not work addiction or work addiction intensity could be predicted from mobile technology use. The study further investigated whether or not gender, workspace, income, or education level would moderate the relationship. The sample used was drawn from service industry employees who are not in the…

In this paper, we explore the relationship between differing conceptualisations of competence, and the implications of these differences for the enacted workplace curriculum and its pedagogical epistemologies. We argue that when competence is understood as a set of stand-alone attributes that reside within an individual, it limits and over…

The current study examines English-speaking learners of Spanish and their pragmatic development of request forms during a six-week immersion program in Madrid, Spain. Elicited production and intuition data were analyzed, focusing on personal deictic orientation, directness evidenced by clause type, and the use of "por favor"…

The present study tested an extended version of Voydanoff's "differential salience vs. comparable salience model" in a sample of German service workers. Our findings partially support the model in a different national/cultural context but also yielded some divergent findings with respect to within-domain resources and boundary-spanning…

The relative effects of daily and weekly feedback on customer service behavior at a gas station were assessed using an ABC within-subjects design. Four critical service behaviors were identified and measured daily. After baseline (A), weekly feedback (B) was introduced, and daily feedback (C) was introduced in the next phase. The results indicated…

Adopting a diachronic perspective, this article explains that childcare and education was, since Ancient times, delegated to non-related persons (governesses, wet nurses, nannies, domestic workers), who provided services in the domestic domain. Since these various professionals belonged often to other ethnic/national groups than their employers,…