Academic literature on the topic 'Service delivery;management;marketing'

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Journal articles on the topic "Service delivery;management;marketing"

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Munos, Annie. "Service delivery systems, services marketing and technologies." International Journal of Services Technology and Management 3, no. 3 (2002): 263. http://dx.doi.org/10.1504/ijstm.2002.001630.

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Muketi, Priscah Consolata, and Lawrence Wainaina. "Strategic Management Drivers and Service Delivery: A Case of Huduma Centre in Mombasa County, Kenya." International Journal of Business Management, Entrepreneurship and Innovation 2, no. 3 (September 6, 2020): 1–15. http://dx.doi.org/10.35942/jbmed.v2i3.122.

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This study sought to establish if service delivery enhanced implementation of strategic management drivers in an organization in the public sector. Strategic drivers are forces that shape an organization’s strategy, which contributes to the growth of a particular business. This study’s general objective was to establish how strategic management drivers influence service delivery in Kenya’s Huduma Centres focusing specifically on Mombasa County Huduma Centre. Specific objectives that guided this study were; to establish customer orientation’s influence on service delivery, to establish the influence of marketing orientation on service delivery, to determine the influence of technological orientation on service delivery, and to find out influence of business-partner collaboration. The theories relating to the study were reviewed focusing mainly on the RBV, Resource Advantage theory, Service Dominant Logic and Technology Diffusion theory. The researcher adopted descriptive research design. The target population were employees deployed at Huduma Centre, Mombasa County with 154 members of staff drawn from all cadres comprising senior management, middle level management and operational staff selected from the relevant Government Ministries, County, Departments and Agencies of which a 30% sample size of 46 respondents were selected. The primary data was collected using structured questionnaires. Analysis of data done using descriptive and inferential statistics. The study concluded that customer; marketing, technological and business-partner collaboration has a positive and significant effect on service deliver. This study recommended that the management of Huduma Centers should organize for regular in-service trainings for the employees to improve on their customer relation skills. It should improve on customer orientation by finding ways to be more responsive to customers’ needs. Huduma centres should aim at having a workforce that offers services to its clients with uniformity and equity. They should also invest more in technological innovation in order to offer services that are more efficient to the clients by focusing on offering purely on-line services. Finally, all systems be updated by ensuring that all departments have enough machines to work with hence reduce dependency and sharing. Business-Partnership collaboration especially in terms of the partners providing the employees with necessary skills they need for improved service delivery.
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Agbo, Dorathy Amaoge, and Uche Augustine Eyinnah. "Effectiveness of Information Service Delivery through Marketing of Library Resources and Services." Information Impact: Journal of Information and Knowledge Management 13, no. 2 (January 31, 2023): 88–97. http://dx.doi.org/10.4314/iijikm.v13i2.7.

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This study examined the effectiveness of information service delivery through marketing of library resources and services. A descriptive survey design was used for the study with a population of 119 library staff. Complete census was adopted as the entire population was used for the study. The instrument for data collection was structured questionnaires. In analyzing the data, descriptive statistics such as percentages, mean and frequency tables were used. The findings of the study showed that the library services that are available for marketing in the university library include lending services, reservation services, interlibrary loan, document delivery services, current awareness services amongst others. The study also revealed that the respondents showed mixed attitude towards marketing of information. Findings also discovered that different methods are used in marketing of library information resources and services which ranges from exhibition and display, organizing trainings, seminars and workshop, media release through radio and television amongst others. The findings equally showed that the problems militating against marketing of library information resources and services include lack of effective communication between librarians and users, inadequate fund, lack of facilities to market library resources and services, network problem andpoor access to information technologyamongst others. It was recommend that more funds be allocated to developing libraries by the parent organization, that library management should expose librarians to marketing library services through trainings, conferences, seminars, workshop and symposiums and that facilities that are needed for effective marketing of library services should be provided to libraries.
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Kapanen, Robert. "Customer relationship management and service delivery." International Journal of Services Technology and Management 5, no. 1 (2004): 42. http://dx.doi.org/10.1504/ijstm.2004.004025.

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Mohammed, M. L., and Yahaya Isa Mohammed. "Critical Examination of Service Quality and Relationship Marketing in Establishing Sustainable Long Term Customer Relations in Commercial Contexts." IIARD INTERNATIONAL JOURNAL OF ECONOMICS AND BUSINESS MANAGEMENT 8, no. 3 (September 19, 2022): 17–26. http://dx.doi.org/10.56201/ijebm.v8.no3.2022.pg17.26.

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Service Quality and Relationship Marketing compatibly build and improve customer relationships with the marketers in business environment. The Objective of this paper is critical examination of the interdependent nature between service quality and relationship marketing in establishing sustainable long term relationship with customers in business operations. The paper employed the use of secondary source to obtain information related to the topic. The facets of relationship marketing can be explored, with the greatest emphasis on internal services and marketing. Higher quality services came from continuous improvement, and intensive employee’s training and participation and communication, knowledge and understanding of customers, that built service and relationship culture in business organization. Business enterprise can successfully achieve its service quality delivery and relationship marketing through development strategy, creation of customers value , performance analysis and assessment, and management of information process by ways of targeting the “right” customers, at the right place, at the time and build relationships with them. Poor service delivery created gaps between service providers and receivers; such as Knowledge gap, Policy gap, Delivery gap, Communication gap, Tangibility gap. On the other hand higher services quality closed the gaps consistently to meet customer expectations and satisfaction. Thus, service quality served as resource for building relationship marketing. Offering solutions that meet customers complains. Offering quality package with competitive advantage in Marketing Operations, Creating and delivering specified service to target customers, at the right time, Adhere to consistent quality standards and value provision to customers. Offering high service performance to ensure acceptable costs operations function, Recruit, train and retain the best employees for internal services and marketing activity in every operation, Re-training and motivating employees who work well together in communication and interaction with customers to achieve both performance and customer satisfaction
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Ivanov, Stanislav. "Ultimate transformation: How will automation technologies disrupt the travel, tourism and hospitality industries?" Zeitschrift für Tourismuswissenschaft 11, no. 1 (April 25, 2019): 25–43. http://dx.doi.org/10.1515/tw-2019-0003.

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Abstract Companies from the travel, tourism and hospitality industry have started adopting robots, artificial intelligence and service automation technologies (RAISA) in their operations. Self-check-in kiosks, robotic pool cleaners, delivery robots, robot concierges, chatbots, etc., are used increasingly by tourism companies and transform the ways they create and deliver services. This paper investigates the impact of RAISA technologies on travel, tourism and hospitality companies – their operations, facilities design, marketing, supply chain management, human resource management, and financial management. The paper emphasises that in the future companies will divide into two large segments – high-tech tourism companies offering standardized cheap robot-delivered services, and high-touch companies, which rely on human employees.
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Et al., Jenasama Srihirun. "Guidelines for the Development of Restaurant Businesses: Providing Online Food Delivery Services in Khon Kaen, Thailand." Psychology and Education Journal 58, no. 1 (January 29, 2021): 1412–17. http://dx.doi.org/10.17762/pae.v58i1.922.

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This research aims to find the guidelines for developing the restaurant businesses providing online food delivery services in Muang District, Khon Kaen Province, Thailand. Qualitative research was utilized to conduct the research. There were two techniques: namely, Documentary research and In-depth interviews (IDI) with seventeen key informants with at least five years of business experience. The study found that 9 M (Man, Money, Materials, Management, Morale, Message, Marketing, Menu, and Mindset) led to the business-critical successes. Place or distribution channel was an important factor for service marketing mixed factors. The finding showed three service innovations: 1) New service concepts, 2) New service processes, and 3) New service business models for the guidelines to develop restaurant businesses providing online food delivery services.
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Poushneh, Atieh, and Arturo Z. Vasquez-Parraga. "The role of customer readiness and participation in non-technology-based service delivery." Journal of Consumer Marketing 35, no. 6 (September 10, 2018): 588–600. http://dx.doi.org/10.1108/jcm-11-2016-2006.

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PurposeThis study aims to answer the following question: How can customer readiness be instrumental in non-technology-based service delivery?Design/methodology/approachUsing a field study, this research examines the role of customer readiness in customer participation in non-technology-based service delivery and its indirect effects on such customer outcomes as perceived service quality, customer satisfaction and customer willingness to recommend.FindingsThe results show that customer readiness is a second-order construct. It has a significant impact on customer participation in service delivery, which in turn impacts three key service outcomes: customer perceived service quality, customer satisfaction and customer willingness to recommend. Four factors influencing customer readiness (consumer previous experience, consumer desire for control, consumer perceived risk and customer organizational socialization) are also empirically evaluated.Research limitations/implicationsSome limitations of the study are related to sample size and use of a type of services. The research tested 13 hypotheses with a limited sample size in one context. A better representation of the population and a more generalizable outcome require more representative samples and studies in various contexts such as banking, hotel services or health care services. This study demonstrated the importance of customer readiness for effective participation in non-technology-based service delivery; it does not address the impact of customer readiness on participation in the context of technology-based services. Future research may also shed light on when and why customers choose technology-based services versus non-technology-based services.Practical implicationsEffective customer participation in service delivery can, and should, benefit from boosting customer readiness.Originality/valueThis research shows the impact of customer readiness on non-technology-based service delivery, more specifically, the impact of customer readiness on customer participation in this type of service delivery. Customer readiness has been found to be beneficial in the provision of technology-based services; yet, its role in the provision of non-technology-based services has not been thoroughly evaluated.
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Abubakar, Hussaini A. "Customer relationship management: a strategic marketing impetus for shopping malls in FCT-Abuja Nigeria." Journal of Global Economics and Business 2, no. 6 (July 1, 2021): 165–81. http://dx.doi.org/10.31039/jgeb.v2i6.64.

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The objective of this study is to investigate the extent to which the use of Customer Relationship Management as A strategic marketing impetus influences Service delivery of Shopping malls in FCT Abuja. Questionnaires and oral interviews were used as research instruments. 110 questionnaires were administrated to a non-probability convenient sample of 110 persons (including Sales Representatives, Relationship managers and Operation managers) selected from branches of 4 major shopping malls in Abuja (Jabilake Malls, Shoprites, Grand Tower Abuja Mall and The Dunes Centres) located in Abuja Metropolis. The method of data analysis used was simple percentage and Chi-square Distribution. Findings indicated that the adoption and successful implementation of Customer Relationship Management as strategic marketing impetus has a significant effect on the service delivery of Shopping malls in Abuja Nigeria. The study also revealed that shopping malls in Abuja should adopt Customer Relationship Management as strategic marketing impetus to gain competitive advantage. The study recommended that all Shopping Malls in Abuja Nigeria should adopt Customer Relationship Management as strategic marketing impetus to enhance robust service delivery to retain their existing and potential customers.
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Brudney, Jeffrey L., and Nara Yoon. "Don’t You Want My Help? Volunteer Involvement and Management in Local Government." American Review of Public Administration 51, no. 5 (March 23, 2021): 331–44. http://dx.doi.org/10.1177/02750740211002343.

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The global COVID-19 health pandemic has put extraordinary pressure on already fiscally strapped local governments. As local jurisdictions search for strategies to meet rising service expectations with declining resources, use of volunteers would seem to offer significant advantages. This study examines the involvement of volunteers to deliver services in all county governments in one U.S. state, as well as the factors that explain the extent of use of this service approach. Our analysis is based on information collected from a survey of county government officials working in 10 service domains, supplemented by demographic and other data drawn from a variety of sources. To arrive at valid estimates of volunteer involvement in the delivery of county services, we introduce a novel methodology that corrects our survey data for possible sample and response biases based on a calibration estimator using auxiliary information. The results of our inquiry reveal a higher use of volunteers to deliver services by county governments than suggested by the literature. The findings show, moreover, that counties with higher per capita income, greater percentage of residents attaining a bachelor’s degree or higher formal education, and lower unemployment are likely to involve volunteers in the delivery of more services, as are those county governments with greater per capita spending and per capita property tax revenues. These results have important implications in regard to the capacity of local governments to use volunteers, which we treat in the Discussion.
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Dissertations / Theses on the topic "Service delivery;management;marketing"

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Minnie, Johan A. "Improving public service delivery through marketing." Thesis, Stellenbosch : Stellenbosch University, 2000. http://hdl.handle.net/10019.1/51798.

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Thesis (MPA)--Stellenbosch University, 2000.
ENGLISH ABSTRACT: The hypothesis explored in this thesis is that the application of marketing in the public sector will improve public service delivery. Three different areas of academic enquiry are examined in an effort to prove a beneficial relationship between marketing and public service delivery. These three areas are Public Management, Marketing, and Services Management. Certain challenges for improving service delivery are identified in each of these disciplines, and the current status of public sector marketing is described. The study is applied to the Cape Metropolitan Area, and specifically the Cape Metropolitan Council. This does however not rule out the application of the findings of the study to other areas. Additional to the normal literature study, research for the thesis involves personal interviews with public managers, and on-line questionnaires on the Internet and the Intranet of the Cape Metropolitan Council. Combining the results of the literature study and the physical research with the argument constructed in the thesis, it is found that many of the challenges identified in the three disciplines address each other, and that marketing can definitely prove useful as a tool with which to improve public service delivery. A model for marketing-oriented public service delivery is proposed.
AFRIKAANSE OPSOMMING: Die hipotese wat in hierdie tesis aangespreek word is dat die toepassing van bemarking in die openbare sektor sal meebring dat openbare dienslewering sal verbeter. Drie studievelde word verken om te bepaal of enige afleidings gemaak kan word oor die positiewe invloed van bemarking op dienslewering. Die drie studievelde is Openbare Bestuur, Bemarking, en Dienstebestuur. Sekere uitdagings om dienslewering te verbeter word in elke veld geïdentifiseer, en die huidige status van openbare bemarking word verduidelik. Die studie word toegepas op die Kaapse Metropolitaanse Gebied, met spesifieke verwysing na die Kaapse Metropolitaanse Raad. Die toepassing van die bevindings van die studie op ander gebiede word egter nie hierdeur uitgesluit nie. Bykomend tot die literatuurstudie word persoonlike onderhoude met openbare sektor bestuurders en vraelyste op die Internet en die Intranet van die Kaapse Metropolitaanse Raad as deel van die navorsingspoging gebruik. Deur die resultate van die navorsing en die literatuurstudie te vergelyk met die argument in die tesis, word dit bevind dat die uitdagings uit die verskillende velde mekaar aanvul. Dit word bevind dat bemarking aansienlik sal kan bydra tot die verbetering van dienslewering in die openbare sektor. 'n Model vir bemarkings-georiënteerde openbare dienslewering word voorgestel.
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Schoen, Andre. "Service Delivery Management: A Process for Proactively Ensuring Customer Satisfaction." Thesis, The University of Sydney, 2002. http://hdl.handle.net/2123/580.

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SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This means that many service failures go unnoticed, with a large proportion of customers defecting. Since most services are performed in real time by service personnel, consistent quality output is a challenge. Therefore, occasional service failures are inevitable. Present research recognises this by offering suggestions, but does not present an integrated framework like SDM, using the presence of a customer during a service encounter as an unique opportunity to resolve issues on the spot. An elicitation process is used as a first step, attempting to improve voice and minimising lost feedback. Step two is a specific service recovery process, adapted to the failure type. SDM processes can also lead to a general increase of satisfaction and quality perception, regardless of whether or not there was a service failure. With satisfaction generally being regarded as an actual repurchase behaviour indicator, this may lead to increased sales turnover, while a higher quality perception may lead to a larger price premium tolerance and therefore higher profits. Higher service quality perceptions can also be used as a marketing positioning tool to differentiate a service from competitors. Data collected supported all hypotheses put forward in this thesis, showing statistically significant improvements on all key variables, including a satisfaction rating increase of 24percent when SDM was applied. In academic terms, the process model tested did not only link separate literature streams, but offered an integrated, proactive tool which is capable of operating in real time. Traditionally, academic models and their processes analyse results after an episode concludes, while SDM allows a provider to positively influence or manage satisfaction levels during the service delivery.
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Schoen, Andre. "Service Delivery Management: A Process for Proactively Ensuring Customer Satisfaction." University of Sydney. Australian Graduate School of Management, 2003. http://hdl.handle.net/2123/580.

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SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This means that many service failures go unnoticed, with a large proportion of customers defecting. Since most services are performed in real time by service personnel, consistent quality output is a challenge. Therefore, occasional service failures are inevitable. Present research recognises this by offering suggestions, but does not present an integrated framework like SDM, using the presence of a customer during a service encounter as an unique opportunity to resolve issues on the spot. An elicitation process is used as a first step, attempting to improve voice and minimising lost feedback. Step two is a specific service recovery process, adapted to the failure type. SDM processes can also lead to a general increase of satisfaction and quality perception, regardless of whether or not there was a service failure. With satisfaction generally being regarded as an actual repurchase behaviour indicator, this may lead to increased sales turnover, while a higher quality perception may lead to a larger price premium tolerance and therefore higher profits. Higher service quality perceptions can also be used as a marketing positioning tool to differentiate a service from competitors. Data collected supported all hypotheses put forward in this thesis, showing statistically significant improvements on all key variables, including a satisfaction rating increase of 24percent when SDM was applied. In academic terms, the process model tested did not only link separate literature streams, but offered an integrated, proactive tool which is capable of operating in real time. Traditionally, academic models and their processes analyse results after an episode concludes, while SDM allows a provider to positively influence or manage satisfaction levels during the service delivery.
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Jacques, François. "Marketing strategies in innovative industries : the case of package/document delivery services." Thesis, Massachusetts Institute of Technology, 1985. http://hdl.handle.net/1721.1/15120.

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Thesis (M.S.)--Massachusetts Institute of Technology, Dept. of Civil Engineering; and, (M.S.)--Massachusetts Institute of Technology, Sloan School of Management, 1985.
MICROFICHE COPY AVAILABLE IN ARCHIVES, DEWEY AND ENGINEERING.
Bibliography: leaves 123-129.
by Francois Jacques.
M.S.
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Kakar, Seena Gill. "Nutrition on wheels business plan: A strategic analysis." CSUSB ScholarWorks, 2006. https://scholarworks.lib.csusb.edu/etd-project/3047.

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Describes the business plan for an entrepreneurial venture called Nutrition on Wheels, which will be the first locally owned and operated gourmet diet food delivery service in the Coachella Valley of California. The service will provide customized meals to fit the specific dietary needs of its customers. Covers the essential components of the business plan for Nutrition on Wheels including industry analysis, market potential, marketing plans, organization and operational plans, strategic management and a financial plan.
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Ganzevoort, Boto Wybrand. "Leveraging connectivity to innovate for a differentiated customer experience : a study into the management of interaction between financial services organisations and their external environment to enhance the innovation process for the delivery of a differentiated customer experience." Thesis, Stellenbosch : Stellenbosch University, 2004. http://hdl.handle.net/10019.1/50008.

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Thesis (MComm)--Stellenbosch University, 2004.
ENGLISH ABSTRACT: The high degree of extant commoditisation of organizations and their value propositions in the financial services industry has necessitated organizations in the industry to seek differentiation from the competition. Innovation has generally been accepted as a way for organizations to create differentiation by adding value to the organization. Until recently the focus of innovation activities has been limited to the product or the service of the organization. Recent emphasis has however shifted the innovation mandate to more holistically consider the total experience the customer has when interacting with the organization. This study concerns itself with the organizational activities required to innovate the customer experience. The main argumentation adopted by the thesis suggests that organizations need to constantly leverage their connectivity, forward and backward in value systems, across organizational boundaries to enhance the customer experience innovatively. Leveraging the organization's connectivity creates advantages for both radical and incremental innovation management to thereby improve and sustain the organization's profitability. The study commences by critically analysing the total customer expenence and then describing how the customer experience can create differentiation for the organization. The second part of the study scrutinises innovation literature to gain an understanding of how and where organizations can benefit in the management of innovation. The third part of the study reveals multi-channel management as a method that can be utilised to deliver the customer experience innovatively and benefit the organization in the continuous innovation of the customer experience. The study culminates in a preliminary model that conceptualises the leveraging of connectivity in the innovation process necessary within the organization for the innovation of a differentiated customer experience. Limitations of the study are described, and recommendations are made for both further research and the application of the study to the business environment.
AFRIKAANSE OPSOMMING: Ondernemings in die finansiële dienste industrie ondervind huidiglik dat hul waardeproposisies relatief maklik in kommoditeite verander. Dit noodsaak ondernemings in hierdie industrie tot toenemende innoverende differensiasie om daardeur 'n voorsprong op konkurrente in die mark te verkry. Innovasie word algemeen aanvaar as die manier waarop organisasies waarde kan toevoeg om sodoende differensiasie te bewerkstellig. Tot onlangs was die fokus van innovasie-aktiwiteite beperk tot die produk of diens van 'n onderneming. Die moderne tendens is dat die klem in die innovasiemandaat verskuif om die totale ervaring in die interaksieproses tussen onderneming en kliënt holisties te benader. Hierdie studie konsentreer op die organisatoriese aktiwiteite wat benodig word in die innoveering van die kliënt se ervaring. Die hoof argument wat deur die tesis aanvaar word, beklemtoon dat ondernemings deurlopend hul konnektiwiteit voor- en terugwaarts in die waardesisteem, moet hefboom oor organisatoriese grense heen, om daardeur die innovasieproses van die kliënte-ervaring te bevorder. Om die onderneming se konnektiwiteit op hierdie wyse te hefboom, skep voordele vir beide radikale en inkrementele innovasie bestuur waardeur die onderneming se winsgewendheid volgehou en verbeter kan word. In die aanvang van die studie word gepoog om die totale verbruikerservaring krities te analiseer; daarna word uiteengesit hoe die kliënte-ervaring vir die onderneming differensiasie kan skep. Die tweede deel van die studie ondersoek literatuur wat betrekking het op innovasie om daardeur te verstaan hoe en waar ondernemings voordeel kan trek uit die bestuur van innovasie. Die derde deel van die studie stel multikanaal-bestuur voor as 'n metode om die beoogde kliënte-ervaring te weeg te bring, maar ook as 'n manier om die onderneming te bevoordeel in die deurlopende innovasie van die verbuiker se ervaring. Die studie resulteer in 'n voorlopige model wat die hefboom van konnektiwiteit in die innovasie proses vir 'n gedifferensieerde kliënte-ervaring konseptualiseer. Ten slotte word die beperkings van die studie omskryf en aanbevelings word gemaak vir beide navorsingsdoeleindes, en die toepassing van die studie tot die praktiese sakeomgewing.
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Benjamin, Anne Louise. "Service delivery network strategy for Arrowhead Credit Union." CSUSB ScholarWorks, 2003. https://scholarworks.lib.csusb.edu/etd-project/2170.

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Based on research into the area of financial service delivery it has become obvious that convenience and simplicity are the keys to success in the future as far as delivering financial services to consumers. This thesis discusses how this convenience and simplicity will be accomplished. It also covers the changes that need to be made and the financial impact on the institutions.
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Lucas, Andrew J. "Chronic Pain Management Service Delivery and Evaluation." Thesis, City University London, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.522888.

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Frame, Andrea. "Service delivery systems in financial service companies : cross cultural delivery and the implications for standardisation." Thesis, Birmingham City University, 1997. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.263069.

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Murray, Lynn M. "From service design to delivery integrating marketing and operations in the service unit /." Diss., Columbia, Mo. : University of Missouri-Columbia, 2007. http://hdl.handle.net/10355/4796.

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Thesis (Ph. D.)--University of Missouri-Columbia, 2007.
The entire dissertation/thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file (which also appears in the research.pdf); a non-technical general description, or public abstract, appears in the public.pdf file. Title from title screen of research.pdf file (viewed on December 12, 2007) Vita. Includes bibliographical references.
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Books on the topic "Service delivery;management;marketing"

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Randall, Lyn. Managing and improving service quality and delivery. Cheltenham: Stanley Thornes, 1992.

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Randall, Lyn. Managing and improving service quality and delivery. Letchworth, Herts: Technical Communications, 1992.

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Production & supply chain management. Boston, MA: Pearson Custom Publ., 2001.

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1970-, Meindl Peter, ed. Supply chain management: Strategy, planning, and operation. 4th ed. Boston: Prentice Hall, 2010.

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Moati, Philippe. L'économie des bouquets: Le marché des solutions dans le nouveau capitalisme. La-Tour-d'Aigues: Aube, 2008.

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1946-, Vernon Conrad, ed. Cardiovascular transformation: A business guide for successful growth. Gaithersburg, Md: Aspen Publishers, Inc., 1995.

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1943-, Brown Stephen Walter, ed. Promoting your medical practice: Marketing communications for physicians. Oradell, N.J: Medical Economics Books, 1989.

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1970-, Meindl Peter, ed. Supply chain management: Strategy, planning, and operation. 3rd ed. Upper Saddle River, N.J: Prentice Hall, 2007.

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1970-, Meindl Peter, and Kalra Dharam Vir, eds. Supply chain management: Strategy, planning, and operation. Delhi: Pearson, 2013.

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1970-, Meindl Peter, ed. Supply chain management: Strategy, planning, and operation. 5th ed. Boston: Pearson, 2013.

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Book chapters on the topic "Service delivery;management;marketing"

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Odoom, Raphael, and Douglas Opoku Agyeman. "Technology and Social Media in Healthcare Delivery." In Health Service Marketing Management in Africa, 267–79. New York : Routledge, 2020.: Productivity Press, 2019. http://dx.doi.org/10.4324/9780429400858-21.

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Tweneboah-Koduah, Ernest Yaw, and Deli Dotse Gli. "Application of Technology in Healthcare Delivery in Africa." In Health Service Marketing Management in Africa, 255–66. New York : Routledge, 2020.: Productivity Press, 2019. http://dx.doi.org/10.4324/9780429400858-20.

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Paluch, Stefanie, Hartmut Holzmueller, and Markus Blut. "Remote Service Delivery and Relationship Management: Results of A Qualitative Study in A B2B-Setting." In Proceedings of the 2010 Academy of Marketing Science (AMS) Annual Conference, 311. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-11797-3_176.

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Paluch, Stefanie. "Implications of Remote Service Delivery on Customer Relationship Management: A Qualitative Study in a B2B-Setting." In Proceedings of the 2010 Academy of Marketing Science (AMS) Annual Conference, 4. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-11797-3_4.

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Ennew, Christine, Nigel Waite, and Róisín Waite. "Service delivery and service quality." In Financial Services Marketing, 473–501. 3 Edition. | New York : Routledge, [2018] | Revised edition of Financial services marketing, 2013.: Routledge, 2017. http://dx.doi.org/10.4324/9781315543765-16.

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Bryson, John R., Jon Sundbo, Lars Fuglsang, and Peter Daniels. "Marketing Services." In Service Management, 165–80. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-52060-1_9.

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Chaston, Ian. "Service Marketing." In Small Business E-Commerce Management, 192–212. London: Macmillan Education UK, 2004. http://dx.doi.org/10.1007/978-1-137-09559-6_10.

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Clark, Moira. "Customer Service, People and Processes." In Marketing Management, 210–27. London: Macmillan Education UK, 2000. http://dx.doi.org/10.1007/978-1-137-26638-5_14.

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Hua, Hongbing. "Service Marketing Mode." In Mobile Marketing Management, 90–107. New York, NY : Routledge, 2019. |: Productivity Press, 2019. http://dx.doi.org/10.4324/9780429030871-5.

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Hua, Hongbing. "Service Value Marketing." In Mobile Marketing Management, 108–27. New York, NY : Routledge, 2019. |: Productivity Press, 2019. http://dx.doi.org/10.4324/9780429030871-6.

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Conference papers on the topic "Service delivery;management;marketing"

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Boukis, Achilleas, Spiros Gounaris, and Ian Lings. "IDENTIFYING DETERMINANTS OF CONTACT EMPLOYEE BRAND PERFORMANCE IN THE DELIVERY OF INTERPERSONAL SERVICES." In Bridging Asia and the World: Globalization of Marketing & Management Theory and Practice. Global Alliance of Marketing & Management Associations, 2014. http://dx.doi.org/10.15444/gmc2014.05.03.04.

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Rakhmatov, Ziyodullo. "The System of Marketing Communications in the Passenger Transport by Railway." In International Conference on Eurasian Economies. Eurasian Economists Association, 2018. http://dx.doi.org/10.36880/c10.02122.

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Latter trends evidence the growing competition amongst the transportation modes in the Republic of Uzbekistan, led by the development of the railway sector. In growing competitive conditions, it is vital to for the management of JSC "Uzbekistan Temir Yollari" to implement the most modern approaches and methods for arranging passenger transportation. This article aims to review the role of marketing activities in increasing the competitiveness of the railway transportation sector. The improvement of the transport activities is associated with the developments of social and economic sectors of the country. Thus, the purpose of the research is to identify the role of railway sector in the economic development of the country, as well as the influence of the social sector improvements to the competitiveness of the railway industry. Furthermore, the study investigates the modern marketing strategies in promoting the railway sector. The global experience proves the importance of planning effective marketing communications in developing the railway sector. The research findings suggest the application of a client-oriented approach as the most effective strategy of marketing communications strategy in the country. The client-oriented approach allows to accurately complete the planning process at each stage of service delivery, that assumes the previously planned algorithm of the marketing communications based on the received results. The importance of the previously planned algorithm is that it allows step by step planning activities of marketing communication considering the features of the railways transportation and in case of failure, allows to optimize this process through applying necessary measures.
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Lin, Shiguang. "Marketing Positioning of Service Products." In 2011 International Conference on Management and Service Science (MASS 2011). IEEE, 2011. http://dx.doi.org/10.1109/icmss.2011.5998796.

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Ge, Zhiqion. "“Service dominant logic”—new industrial marketing paradigm." In International Conference on Information Management and Management Engineering. Southampton, UK: WIT Press, 2014. http://dx.doi.org/10.2495/imme140051.

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Reunanen, Tero, Janne Lahtiranta, and Elina Kontio. "Co-creation services boosting health technology potential – the case of Turku Finland." In 13th International Conference on Applied Human Factors and Ergonomics (AHFE 2022). AHFE International, 2022. http://dx.doi.org/10.54941/ahfe1001515.

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Especially in health technology, developing an idea into a marketable solution, is a long and winding role. More so in the case of medical devices, that play an essential role in healthcare delivery of today. These devices are solutions that are intended for medical use in “homes and hospitals”. Regulating their development ensures the devices are safe to use, and available to the end-users on global markets. As the regulatory framework expands beyond development to sales, regulatory compliance is of paramount importance for every organization working in the field. To enable the development of medical devices, and other solutions of health technology, we have created a platform called “Terttu” (engl. “Bunch” as in “bunch of grapes”) that brokers and facilitates regional co-creation services to companies in need of them. In our previous article, we created a theoretical framework for the platform. In this one, we take a deep dive into the actual results of our development.In the core, the Terttu service was developed using Service Design as the over-arching design principle. The service is an electronic platform used for matching the end-user (company) co-creation needs with the services available in the regional. “Under the hood”, the service is also used for combining different co-creation services together, in the case that a single service can’t meet the needs of the end-user. And, when there is a match between the need and the co-creation service(s), Terttu provides a way for advancing a contact into an actual agreement between the involved parties, and using a completed co-creation project as a reference in promoting the service.The actual work in developing the platform started with focus group interviews. In these interviews, the end-users’ (9 companies) needs, wishes, and ideas for the Terttu service were investigated. As the services is intended to be used in the healthcare sector, the companies were selected accordingly. In the interviews, the end-users were walked through the intended process of initiating co-creation from their perspective, and after that the users were given the floor; how the process worked, how it should have worked, and what would be an ideal process. On the basis of these interviews, an ideal version of the Terttu service was drafted, and presented to the co-creation service providers. These in turn, had an option to add their insights into the drafted version, that would eventually steer the development of the Terttu service.This collaborative work with the end-users and the service providers resulted in a shared vision of a service – the way it should look, and the way the promises to the end-users should be redeemed. However, it turned out that this was just the icing on the cake. There were still practical, and fundamental, issues to be addressed before the vision would could be done true. The development work brought to light a) problems associated with the ownership and management of the Terttu service, b) ambiguities in the way the service promise was initially formulated, and c) challenges in the marketing and pricing. All these would need hard work and making compromises from all service provider organizations. Future research aspects and practical recommendations will also be issued in the paper.
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Cheng, Congxi, and Pengfei Geng. "Internet Marketing and Innovation Strategies: A Study of Marketing China's Agricultural Products." In 2009 International Conference on Management and Service Science (MASS). IEEE, 2009. http://dx.doi.org/10.1109/icmss.2009.5304432.

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Sampetua Hariandja, Evo. "Service Excellence through Dynamic Marketing Capability." In 2016 Global Conference on Business, Management and Entrepreneurship. Paris, France: Atlantis Press, 2016. http://dx.doi.org/10.2991/gcbme-16.2016.79.

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Tsai, Yafang, and Shih-wang Wu. "Internal Marketing, Organizational Commitment and Service Quality." In 2006 International Conference on Service Systems and Service Management. IEEE, 2006. http://dx.doi.org/10.1109/icsssm.2006.320695.

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Youqin Pan and Zaiyong Tang. "Ensemble methods in bank direct marketing." In 2014 11th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2014. http://dx.doi.org/10.1109/icsssm.2014.6874056.

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"Marketing Management Innovation from the Perspective of Project Management." In 2019 International Conference on Advanced Education, Service and Management. The Academy of Engineering and Education (AEE), 2019. http://dx.doi.org/10.35532/jsss.v3.101.

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Reports on the topic "Service delivery;management;marketing"

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Flumian, Maryantonett. Innovations in Public Services Delivery: Issue No. 6: The Management of Integrated Service Delivery: Lessons from Canada. Inter-American Development Bank, February 2018. http://dx.doi.org/10.18235/0001050.

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McKenna, Patrick, and Mark Evans. Emergency Relief and complex service delivery: Towards better outcomes. Queensland University of Technology, June 2021. http://dx.doi.org/10.5204/rep.eprints.211133.

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Emergency Relief (ER) is a Department of Social Services (DSS) funded program, delivered by 197 community organisations (ER Providers) across Australia, to assist people facing a financial crisis with financial/material aid and referrals to other support programs. ER has been playing this important role in Australian communities since 1979. Without ER, more people living in Australia who experience a financial crisis might face further harm such as crippling debt or homelessness. The Emergency Relief National Coordination Group (NCG) was established in April 2020 at the start of the COVID-19 pandemic to advise the Minister for Families and Social Services on the implementation of ER. To inform its advice to the Minister, the NCG partnered with the Institute for Governance at the University of Canberra to conduct research to understand the issues and challenges faced by ER Providers and Service Users in local contexts across Australia. The research involved a desktop review of the existing literature on ER service provision, a large survey which all Commonwealth ER Providers were invited to participate in (and 122 responses were received), interviews with a purposive sample of 18 ER Providers, and the development of a program logic and theory of change for the Commonwealth ER program to assess progress. The surveys and interviews focussed on ER Provider perceptions of the strengths, weaknesses, future challenges, and areas of improvement for current ER provision. The trend of increasing case complexity, the effectiveness of ER service delivery models in achieving outcomes for Service Users, and the significance of volunteering in the sector were investigated. Separately, an evaluation of the performance of the NCG was conducted and a summary of the evaluation is provided as an appendix to this report. Several themes emerged from the review of the existing literature such as service delivery shortcomings in dealing with case complexity, the effectiveness of case management, and repeat requests for service. Interviews with ER workers and Service Users found that an uplift in workforce capability was required to deal with increasing case complexity, leading to recommendations for more training and service standards. Several service evaluations found that ER delivered with case management led to high Service User satisfaction, played an integral role in transforming the lives of people with complex needs, and lowered repeat requests for service. A large longitudinal quantitative study revealed that more time spent with participants substantially decreased the number of repeat requests for service; and, given that repeat requests for service can be an indicator of entrenched poverty, not accessing further services is likely to suggest improvement. The interviews identified the main strengths of ER to be the rapid response and flexible use of funds to stabilise crisis situations and connect people to other supports through strong local networks. Service Users trusted the system because of these strengths, and ER was often an access point to holistic support. There were three main weaknesses identified. First, funding contracts were too short and did not cover the full costs of the program—in particular, case management for complex cases. Second, many Service Users were dependent on ER which was inconsistent with the definition and intent of the program. Third, there was inconsistency in the level of service received by Service Users in different geographic locations. These weaknesses can be improved upon with a joined-up approach featuring co-design and collaborative governance, leading to the successful commissioning of social services. The survey confirmed that volunteers were significant for ER, making up 92% of all workers and 51% of all hours worked in respondent ER programs. Of the 122 respondents, volunteers amounted to 554 full-time equivalents, a contribution valued at $39.4 million. In total there were 8,316 volunteers working in the 122 respondent ER programs. The sector can support and upskill these volunteers (and employees in addition) by developing scalable training solutions such as online training modules, updating ER service standards, and engaging in collaborative learning arrangements where large and small ER Providers share resources. More engagement with peak bodies such as Volunteering Australia might also assist the sector to improve the focus on volunteer engagement. Integrated services achieve better outcomes for complex ER cases—97% of survey respondents either agreed or strongly agreed this was the case. The research identified the dimensions of service integration most relevant to ER Providers to be case management, referrals, the breadth of services offered internally, co-location with interrelated service providers, an established network of support, workforce capability, and Service User engagement. Providers can individually focus on increasing the level of service integration for their ER program to improve their ability to deal with complex cases, which are clearly on the rise. At the system level, a more joined-up approach can also improve service integration across Australia. The key dimensions of this finding are discussed next in more detail. Case management is key for achieving Service User outcomes for complex cases—89% of survey respondents either agreed or strongly agreed this was the case. Interviewees most frequently said they would provide more case management if they could change their service model. Case management allows for more time spent with the Service User, follow up with referral partners, and a higher level of expertise in service delivery to support complex cases. Of course, it is a costly model and not currently funded for all Service Users through ER. Where case management is not available as part of ER, it might be available through a related service that is part of a network of support. Where possible, ER Providers should facilitate access to case management for Service Users who would benefit. At a system level, ER models with a greater component of case management could be implemented as test cases. Referral systems are also key for achieving Service User outcomes, which is reflected in the ER Program Logic presented on page 31. The survey and interview data show that referrals within an integrated service (internal) or in a service hub (co-located) are most effective. Where this is not possible, warm referrals within a trusted network of support are more effective than cold referrals leading to higher take-up and beneficial Service User outcomes. However, cold referrals are most common, pointing to a weakness in ER referral systems. This is because ER Providers do not operate or co-locate with interrelated services in many cases, nor do they have the case management capacity to provide warm referrals in many other cases. For mental illness support, which interviewees identified as one of the most difficult issues to deal with, ER Providers offer an integrated service only 23% of the time, warm referrals 34% of the time, and cold referrals 43% of the time. A focus on referral systems at the individual ER Provider level, and system level through a joined-up approach, might lead to better outcomes for Service Users. The program logic and theory of change for ER have been documented with input from the research findings and included in Section 4.3 on page 31. These show that ER helps people facing a financial crisis to meet their immediate needs, avoid further harm, and access a path to recovery. The research demonstrates that ER is fundamental to supporting vulnerable people in Australia and should therefore continue to be funded by government.
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Herrera, Cristian, and Andy Oxman. Does integration of primary healthcare services improve healthcare delivery and outcomes? SUPPORT, 2017. http://dx.doi.org/10.30846/170411.

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Primary healthcare in many low- and middle-income countries is organised through vertical programmes for specific health problems such as tuberculosis control or childhood immunisation. Vertical programmes can help deliver particular technologies or services, but may lead to service duplication and fragmentation. To address such problems, the World Health Organization and other organizations promote integration, where inputs, delivery, management and organization of particular service functions are brought together. Integration may involve adding a service to an existing vertical programme or full integration of services within routine healthcare delivery.
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Herrera, Cristian, Andy Oxman, and Shaun Treweek. Does integration of primary healthcare services improve healthcare delivery and outcomes? SUPPORT, 2017. http://dx.doi.org/10.30846/1704112.

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Primary healthcare in many low- and middle-income countries is organised through vertical programmes for specific health problems such as tuberculosis control or childhood immunisation. Vertical programmes can help deliver particular technologies or services, but may lead to service duplication and fragmentation. To address such problems, the World Health Organization and other organizations promote integration, where inputs, delivery, management and organization of particular service functions are brought together. Integration may involve adding a service to an existing vertical programme or full integration of services within routine healthcare delivery.
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Nchare, Karim. On the Importance of Functioning School Based Management Committees (SBMCs): Evidence from Nigeria. Research on Improving Systems of Education (RISE), November 2021. http://dx.doi.org/10.35489/bsg-rise-ri_2021/033.

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This note examines the effects of School-Based Management Committees (SBMC) on the quality of education in Nigeria based on existing studies and completed programmes. We will investigate whether actions implemented by SBMCs improve learning outcomes and teachers’ performance. In the first section, we will discuss the findings from data collected by the Education Sector Programme in Nigeria (ESSPIN). In the second section, we will discuss findings from an exploratory analysis using survey data collected for the Service Delivery Education Indicators (SDI) in Nigeria. In the conclusion, we will discuss some lessons learned and the implications for the RISE Nigeria SBMC research design.
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Khan, Mahreen. Public Financial Management and Transitioning out of Aid. Institute of Development Studies, September 2022. http://dx.doi.org/10.19088/k4d.2022.145.

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This rapid review found an absence of literature focused specifically on measuring the impact of PFM and governance systems in countries that have transitioned from aid, by moving up the income ladder. However, there are a few academic publications and a limited number of studies by multilateral, such as the World Bank, that examine the role of PFM and governance systems in countries that are transitioning or have moved away from aid. However, the importance of public financial management (PFM) and governance systems in development is well established and seen as a pre-requisite for economic growth. To effectively transition from aid, most low-income countries (LICs) need to upgrade their PFM and governance systems to meet the different scale, resources, accountability mechanisms, and capacity-building requirements of a middle-income country (MIC). The absence of the above empirical evidence may be due to the complexity of measuring the impact of PFM reforms as the results are non-linear, difficult to isolate from other policies to establish causality, and manifest in a longer time frame. However, through comparative country studies, the consequences of deficient PFM and governance have been well documented. So impaired budgetary planning, implementation, and reporting, limited fiscal transparency, weak accountability mechanisms, resource leakage, and inefficient service delivery are well recognised as detrimental to economic growth and development. The literature on transitioning countries focuses predominantly on the impact of aid withdrawal on the social sector, where comparative qualitative data is easier to obtain and the effects are usually more immediate, visible, and may even extend to global health outcomes, such as in AIDS prevention programmes. Thus, tracking the progress of donor-assisted social sector programmes is relatively easier than for PFM and governance reforms. The literature is more abundant on the overall lessons of transitions from aid both for country governments and donors. The key lessons underscore the importance of PFM and governance systems and mechanisms to a successful transition up the income ladder: Planning for transition should be strategic, detailed and specifically geared to mitigate against risks, explicitly assessing the best mix of finance options to mitigate the impact of aid reduction/withdrawal on national budgets. The plan must be led by a working group or ministry and have timelines and milestones; Where PFM and governance is weak transition preparation should include strengthening PFM especially economic and fiscal legislation, administration, and implementation; Stakeholders such as donor partners (DPs) and NGOs should participate in the planning process with clear, open, and ongoing communication channels; Political and economic assessments in the planning and mid-term phases as well as long-term monitoring and evaluation should be instituted; Build financial, technical, and management capacity throughout the plan implementation This helpdesk report draws on academic, policy, and grey sources from the previous seven years rather than the usual K4D five-year window, to account for the two-year disruption of COVID-19. As cross-country studies on PFM and governance are scarce, a few older studies are also referenced to ensure a comprehensive response to the query. The report focuses on low-income countries transitioning from aid due to a change in status to lower-middle-income countries.
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Ozano, Kim. Integration of HIV, TB and malaria in Africa: A Reflection Workshop. Institute of Development Studies, July 2022. http://dx.doi.org/10.19088/k4d.2022.095.

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Recognising the importance of integrated health service management and delivery to accelerate Universal Health Care (UHC) and tackle the Human Immunodeficiency Viruses (HIV), tuberculosis (TB), and malaria epidemics, the UK’s Foreign, Commonwealth and Development Office (FCDO) commissioned the Knowledge, Evidence and Learning for Development (K4D) Programme to undertake an evidence synthesis exercise of a set of BACKUP Health1 and K4D Helpdesk reports across six countries: Uganda, the Democratic Republic of Congo (DRC), Tanzania, Mozambique, Nigeria, and Zimbabwe (Ozano, 2022). The K4D reports highlight country-specific epidemiology, disease control programmes, and key interventions for each disease, including those likely to strengthen health systems and promote integration. The BACKUP reports focus more on integration and add country-specific details with recommendations.
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Cilliers, Jacobus, Eric Dunford, and James Habyarimana. What Do Local Government Education Managers Do to Boost Learning Outcomes? Research on Improving Systems of Education (RISE), March 2021. http://dx.doi.org/10.35489/bsg-rise-wp_2021/064.

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Decentralization reforms have shifted responsibility for public service delivery to local government, yet little is known about how their management practices or behavior shape performance. We conducted a comprehensive management survey of mid-level education bureaucrats and their staff in every district in Tanzania, and employ flexible machine learning techniques to identify important management practices associated with learning outcomes. We find that management practices explain 10 percent of variation in a district's exam performance. The three management practices most predictive of performance are: i) the frequency of school visits; ii) school and teacher incentives administered by the district manager; and iii) performance review of staff. Although the model is not causal, these findings suggest the importance of robust systems to motivate district staff, schools, and teachers, that include frequent monitoring of schools. They also show the importance of surveying subordinates of managers, in order to produce richer information on management practices.
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Iyer, Ananth V., Steven R. Dunlop, Olga Senicheva, Dutt J. Thakkar, Ruier Yan, Karthikeyan Subramanian, Suraj Vasu, Gokul Siddharthan, Juily Vasandani, and Srijan Saurabh. Improve and Gain Efficiency in Winter Operations. Purdue University, 2021. http://dx.doi.org/10.5703/1288284317312.

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This report analyzes the current service level of winter operations in Indiana and explores opportunities to optimize performance. We analyze data regarding winter operations managed by INDOT and provide specific quantified estimates of opportunities to improve efficiency while also managing costs. For our exploration, we use data provided by INDOT sources, qualitative insights from interviews with INDOT personnel, literature survey data and benchmarking information, salt and supplier data analysis, and simulation. As part of our research, we developed a simulation model to visually represent the impact of alternate management of trucks for snow removal and a dashboard to understand the impact. Our analysis suggests the following: (1) opportunities exist to coordinate salt delivery by suppliers and combine local city salt purchases with INDOT’s purchases to save costs, (2) adjusting routes will reduce deadhead, (3) understanding truck maintenance and truck locations improves performance, and (4) incorporating critical locations into snow route planning will meet service thresholds. These insights provide implementable recommendation initiatives to improve winter operations performance. The simulation tool developed in this project simulates various weather events to draw insights and determine appropriate resource allocations and opportunities for improving operational efficiency. The report thus provides a quantifiable approach to winter operations that can improve the overall service level and efficiency of the process.
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Butler, Nadia, and Soha Karam. Key Considerations for Integrating COVID-19 Vaccination Services: Insights from Iraq and Syria for the MENA Region. SSHAP, September 2022. http://dx.doi.org/10.19088/sshap.2022.034.

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With the COVID-19 pandemic well into its third year, governments and response partners are recognising that it no longer makes sense for COVID-19 services, including vaccination, to exist in isolation. There is growing recognition of the potential for integration with other services as the way forward for COVID-19 vaccination. This has recently begun to occur in various countries, but until now, there has been little evidence available as to the success of these initiatives. Service delivery integration occurs where “managerial or operational changes to health systems bring together inputs, delivery, management, and organisation of particular service functions in ways that are contextually appropriate and person-centred with the aim of improving coverage, access, quality, acceptability, effectiveness, and cost-effectiveness” (Haldane et al. 2022) This brief draws on evidence from academic and grey literature and consultations with partners working in the COVID-19 response to review current integration efforts (as of August 2022) and explore potentially effective ways to integrate COVID-19 vaccination into other services in the Middle East and North Africa (MENA) region. Recent guidance on integration from WHO has also been cross-referenced where relevant. Iraq is taken as a detailed case study due to the efforts already made there on integration of COVID-19 and routine immunisation (RI) services. Global integration experiences and a brief discussion of integration efforts in Syria are also included. The brief is part of the Social Science in Humanitarian Action Platform (SSHAP) series on social science considerations relating to COVID-19 vaccines and was written for SSHAP by Nadia Butler supported by Soha Karam (Anthrologica). Verbal consultations and reviews of the draft were provided from response partners in Iraq and other locations within the region (IFRC MENARO, Iraq MoH, UNICEF Iraq, UNICEF MENARO, UNICEF Syria, WHO EMRO). The brief was requested by the UNICEF Middle East and North Africa Regional Office (MENARO) and is the responsibility of SSHAP.
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