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Thursday, June 16, 2022

Notes on group fitness regimes and music as organisational technology

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Photo license:   Flickr image by cooyutsing at http://www.flickr.com/photos/25802865@N08/6853984341/      Introduction The purpose of this a...

Exploring Service Issues Creatively - Poster on Queuing

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The poster below was compiled by students in my undergraduate managing services class. The purpose of the activity was to  raise awareness o...
Sunday, July 5, 2020

Exploring Customer Service Issues Creatively - Comic Strip

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Below is a cartoon drawn by two students in one of my service management classes. These students kindly gave permission for their  work to b...
Sunday, September 29, 2019

Service Strategy and Best Practice - Disneyland's Strategic Process

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Disneyland is an organization that many service industries look to for best practice; that is, when 'Learning from Others'. Disne...

Service Strategy and Learning From Others - Singapore National Library and Te Awahou Nieuwe Stroom (Foxton Library)

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Below are some links to information about the NSL and also another best practice example: Te Awahou Nieuwe Stroom (Foxton Library). The T...
Sunday, September 22, 2019

Photography Ethics and Research

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There are a number of resources available about the use of photography and filming in research and these are directly adaptable by people ...
Wednesday, September 11, 2019

Customer Facing Workers - Call Centre Staff in Banks

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The work satisfaction of bank call centre staff was the focus of research we conducted in Auckland at three large bank call centres. A...
Wednesday, September 4, 2019

Les Mills International - Service Case Study Part 2

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Continued from Part 1  - Les Mills International - Service Case Study Part 1 The Les Mills System: the Nuts and Bolts There are s...
Tuesday, September 3, 2019

Service Experiences - Paying to be Terrified - Haunted Houses

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This post is about paying to be terrified. Photo from Flikr Photos from Flikr The NZ Herald published a story on haunted hous...

Service People - McDonald's

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Below you can see a slideshow presentation about McDonald's , a USA originating fast-food company. The focus is on staff issues - HRM...

Strategic Human Resource Management - Breakers Basketball

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Sports are classic service organizations, delivering an intangible experience-product. I recently published, with a colleague, a research ...