Books: 'Service feedback'

1

Eric, Phillips-Beaudan, and Canadian Centre for Management Development., eds. Upward feedback in the public service. [Ottawa]: Canadian Centre for Management Development, 1994.

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2

Cada, Beth. Coaching for service and success: A guide to performance feedback. [Toronto]: Southern Ontario Library Service, 2003.

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3

Barlow, Janelle. A complaint is a gift: Using customer feedback as a strategic tool. San Francisco: Berrett-Koehler Publishers, 1996.

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4

Barlow, Janelle. A complaint is a gift: Using customer feedback as a strategic tool. San Francisco: Berrett-Koehler Publishers, 1996.

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5

1942-, Møller Claus, ed. A complaint is a gift: Using customer feedback as a strategic tool. San Francisco: Berrett-Koehler Publishers, 1996.

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6

Allen, R. C. S. Steps towards the development of a consumer feedback mechanism in a service for adults with learning difficulties. Manchester: UMIST, 1993.

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7

Räsänen, Johanna. Worship reform: Feedback on the service reform carried out in the Evangelical Lutheran Church of Finland in the 1990s. [Tampere, Finland: Research Institute of the Evangelical Lutheran Church of Finland, 1999.

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8

Manitoba. Dept. of Government Services. Government services' client survey feedback report. [S.l: s.n., 1987.

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9

Ovretveit, John. A peer review process for developing service quality: A process for enabling a staff group to evaluate and improve the service which they provide, and to devise a system to give themselves routine feedback about their performance. 3rd ed. [s.l: s.n.], 1988.

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10

United States. Government Accountability Office. Tax administration: Opportunities to improve compliance decisions and service to taxpayers through enhancements to appeals' feedback project : report to the Chairman and Ranking Minority Member, Committee on Finance, U.S. Senate. Washington, D.C: GAO, 2006.

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11

Deichmann, Uwe. Are you satisfied?: Citizen feedback and delivery of urban services. Washington, D.C: World Bank, 2003.

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12

Watkins, Kari Edison, Yanzhi Xu, Susan Bregman, and Kathryn Coffel. Use of Web-Based Rider Feedback to Improve Public Transit Services. Washington, D.C.: Transportation Research Board, 2015. http://dx.doi.org/10.17226/22134.

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13

Simpson, Carl. Academic advising at Western: Some feedback from alumni. Bellingham, Wash: Office of Institutional Assessment and Testing, Western Washington University, 1993.

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14

Barlow, Janelle. A complaint is a gift: Using customer feedback as a strategic tool. San Francisco: Berrett-Koehler Publishers, 1996.

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15

Bank, World, ed. Closing the feedback loop: Can technology bridge the accountability gap? Washington, DC: The World Bank, 2014.

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16

United States. Environmental Protection Agency. Hearing the voice of the customer: Customer feedback and customer satisfaction measurement guidelines. Washington, DC: U.S. Environmental Protection Agency, Office of Policy, 1999.

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17

Geary, John. Improving the quality of customer service with a relational database: The theoretical and practical issues involved in the design and implementation of a relational database in a manufacturing company : the database is to be used to record customer feedback and to assist the promotion of quality awareness among employees. [s.l: The Author], 1998.

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18

Crossing Bridges Between the Adult, Child and Adolescent Mental Health and Child Care Services (Seminar) (2000 Hillsborough, Northern Ireland). Feedback from the Crossing Bridges Between the Adult, Child and Adolescent Mental Health and Child Care Services multi-disciplinary seminar on 26th June 2000. [Craigavon: SHSSB], 2000.

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19

Bhatnagar, Vandana, Nidhi Batra, and Kanak Tiwari. Mainstreaming Citizen Feedback on Service Delivery using ICTs. World Bank, New Delhi, 2017. http://dx.doi.org/10.1596/26270.

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20

Client/service provider perceptions of reference service outcomes in academic libraries: Effects of feedback and uncertainty. Ann Arbor, Mich: University Microfilms International, 1988.

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21

Using Quality Feedback to Guide Professional Learning: A Framework for Instructional Leaders. Corwin, 2015.

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22

Mark, Wolery, Holcombe Ariane, and Educational Resources Information Center (U.S.), eds. Instructive feedback: Increasing opportunities for learning through the addition of incidental information. Pittsburg, PA: Early Childhood Intervention Program, Dept. of Psychiatry, Allegheny-Singer Research Institute, 1991.

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23

Richardson, David A. R. Microteaching and implementation feedback effects on teachers acquisition and maintenance of a complex teaching strategy. 1987.

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24

Hemmelgarn, Anthony L., and Charles Glisson. Results-oriented versus Process-oriented Human Service Organizations. Oxford University Press, 2018. http://dx.doi.org/10.1093/oso/9780190455286.003.0010.

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This chapter explains the ARC principle of being results oriented versus process oriented. The results-oriented principle requires that human service organizations evaluate performance based on how much the well-being of clients improves. The principle addresses deficits in service caused by the conflicting priority of evaluating performance with process criteria such as the number of clients served, billable service hours, or the extent to which bureaucratic procedures such as the completion of paperwork are followed. Results-oriented organizations are described in detail, including case examples from decades of organizational change efforts by the authors in human service organizations. The chapter documents the importance of results-oriented approaches and underlying implicit beliefs to help the reader understand how mindsets and mental models shared among organizational members influence results-oriented approaches and effectiveness in practice. Supporting research, including feedback and goal-setting research are highlighted.

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25

Council, Edinburgh (Scotland) City, NHS Lothian, and Onecity, eds. Onecity and health public meeting, 23 June 2001, Scottish Health Service Centre, Western General Hospital, Edinburgh, 6.30-9.15pm: Report and workshop feedback. [Edinburgh]: [s.n.], 2001.

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26

Jones, Maria Ruth, and Florence Kondylis. Feedback Matters: Evidence from Agricultural Services. World Bank, Washington, DC, 2016. http://dx.doi.org/10.1596/1813-9450-7768.

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27

Frow. Study of the management of change being introduced by Mid Glamorgan family health service authority through the use of a feedback document on general practitioner referrals to consultants. SIHE, 1994.

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28

Jones, Maria, and Florence Kondylis. Does Feedback Matter?: Evidence from Agricultural Services. Elsevier, 2018. http://dx.doi.org/10.1596/29132.

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29

Henman, Paul. Government and the Internet: Evolving Technologies, Enduring Research Themes. Edited by William H. Dutton. Oxford University Press, 2013. http://dx.doi.org/10.1093/oxfordhb/9780199589074.013.0014.

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This chapter addresses the research on governmental use of Internet and related digital information and communication technologies, a domain known as ‘e-Government’, and reviews the key concepts of e-Government. Next, it deals with the prehistory and evolution of Internet government, stressing the idea of developmental stages of online government and associated rankings. There is a progressive increase in e-Government sophistication. E-Government research in developing countries emphasises the very different economic, technological, and socio-cultural settings in which government operates, and has variously impacted public administration. Successful use of Web 2.0 technologies in e-participation in service delivery is apparent in the use of citizen feedback on local government services. In general, e-Government is a growing multidisciplinary field of study, with a distinct history to the broader church of Internet Studies. However, there are clear connections, overlaps, and similarities.

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30

Race, G. Lawrence. Feedback for Better Building Services Design (Application Guides). BSRIA, 1998.

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31

Blokdyk, Gerardus. Customer feedback management services: Complete Self-Assessment Guide. CreateSpace Independent Publishing Platform, 2018.

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32

New electronic trading services: Analysis of second consultation feedback. London: The Exchange, 1996.

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33

Leiper, Rob. Counting for Something in Mental Health Services: Effective User Feedback. Avebury, 1993.

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34

Rob, Leiper, and Field Vida, eds. Counting for something in mental health services: Effective user feedback. Aldershot, Hants, England: Avebury, 1993.

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35

Deichmann, Uwe, and Somik Lall. Are You Satisfied? Citizen Feedback and Delivery of Urban Services. The World Bank, 2003. http://dx.doi.org/10.1596/1813-9450-3070.

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36

Chorpita, Bruce F., Kimberly D. Becker, and Charmaine K. Higa-McMillan. The New Frontier: Dissemination of EBTs and Beyond. Edited by Thomas H. Ollendick, Susan W. White, and Bradley A. White. Oxford University Press, 2018. http://dx.doi.org/10.1093/oxfordhb/9780190634841.013.50.

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This chapter outlines challenges to the successful dissemination of evidence-based treatments and to the realization of a broad public health impact of scientifically informed treatments. Themes include focusing on treatment designs, service systems, and training models that emphasize flexible interfaces for individual differences and exception management routines for real-time challenges. Examples include (a) modular treatment systems that balance laboratory-derived structure and expertise with real-time feedback, client input, and supervisory guidance; (b) service systems to accommodate youth for whom no evidence-based treatment is available or one has failed to achieve the intended benefit; and (c) training models that allow multiple starting points and pathways or strategies to achieve competencies across many evidence-based treatments. It is contended that the field must adopt new architectures in these areas to retain the many gains made by the proliferation of evidence-based treatments while also advancing the ability of evidence to guide practice in working systems.

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37

Save the Children Fund (Other Contributor), ed. Children's Feedback Committees in Zimbabwe: An Experiment in Humanitarian Accountability. Save Children, 2005.

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38

Callaghan, Helen. Contestants, Profiteers, and the Political Dynamics of Marketization. Oxford University Press, 2018. http://dx.doi.org/10.1093/oso/9780198815020.001.0001.

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When two parties quarrel, the third rejoices, according to a well-known proverb. This book highlights the role of rejoicing “profiteers” in political efforts to expand market-based competition. Marketization appears puzzling if it is conceptualized as a political struggle between the established incumbents and their challengers, or between producers and consumers. Challengers and consumers often lack the resources to overcome barriers to market entry, and collective action problems afflict both groups. Why, then, do incumbents fail to protect their turf? The present book resolves this puzzle by casting light in a new direction, toward those who profit from a contest while remaining above the fray. The rejoicing band of profiteers grows alongside the arena of competition. Once the suppliers of market support services have established themselves on the sidelines of a contest, they accumulate resources that help them expand that arena further. Political struggles surrounding the gradual marketization of corporate control in Britain, Germany, and France from the 1860s onward provide empirical illustration. The book maps and analyzes the path-dependent evolution of support for shareholder rights relating to takeover bids among key interest groups, including managers, creditors, shareholders, and takeover service providers, as well as among political parties. By comparing the self-reinforcing and self-undermining policy feedback of market-enabling and market-restraining rules, it helps explain why market containment is an uphill struggle, while market expansion becomes easier with time.

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39

Florida. Dept. of Juvenile Justice. Bureau of Data and Research., ed. Data and research production: Feedback from the field. [Tallahassee, Fla.]: The Dept., 1997.

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40

Potter, Simon J. Wireless Internationalism and Distant Listening. Oxford University Press, 2020. http://dx.doi.org/10.1093/oso/9780198800231.001.0001.

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During the 1920s and 1930s radio was transnational in its reach and appeal, attracting distant listeners and encouraging hopes that broadcasting would foster international understanding and world peace. As a new medium, radio broadcasting transmitted speech, music, news, and a range of exotic and authentic sounds across borders to reach audiences in other countries. In Europe radio was regulated through international consultation and cooperation to restrict interference between stations and to unleash the medium’s full potential to carry programmes to global audiences. A distinctive form of ‘wireless internationalism’ emerged, reflecting and reinforcing the broader internationalist movement and establishing structures and approaches which endured into the Second World War, the Cold War, and beyond. Distant listeners, meanwhile, used new technologies and skills to overcome unwanted noise, tune in as many stations as possible, and comprehend and enjoy what they heard. The BBC and other international broadcasters sought to produce tailor-made programmes for audiences overseas, encouraging feedback from listeners and using it to inform production decisions. The book revises our understanding of early British and global broadcasting, and of the BBC Empire Service (the precursor to today’s World Service), and shows how government influence shaped early BBC international broadcasting in English, Arabic, Spanish, and Portuguese. It also explores the wider European and global context, demonstrating how fascism in Italy and Germany, the Spanish Civil War, and the Japanese invasion of China, combined to overturn the utopianism of the 1920s and usher in a new era of wireless nationalism.

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41

Scobie, Antonia, Mark Gilchrist, Laura Whitney, and Matthew Laundy. Managing antimicrobials on the shop floor. Oxford University Press, 2016. http://dx.doi.org/10.1093/med/9780198758792.003.0005.

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Reducing antimicrobial usage is key to stewardship, reducing adverse effects, and potentially stemming the tide of resistance. Establishment of an antimicrobial team on the shop floor to develop and manage a practical programme is discussed. Suggested methods of reducing antimicrobial usage include preventing initiation of unnecessary antimicrobials by the use of evidence-based guidelines and biomarker-directed clinical pathways, restricting durations to the shortest effective course—with automatic stop orders and separate antibiotic prescription charts, parenteral to oral switch programmes and utilization of outpatient parenteral antimicrobial therapy services when available. Finally, cessation of inappropriate treatment and reducing the use of broad-spectrum antimicrobials are essential and can be achieved by restrictive strategies such as pre-authorization and persuasive strategies such as audit and feedback via stewardship ward rounds. Different approaches to implementing audit and feedback within hospitals are covered in detail in this chapter.

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42

Hemmelgarn, Anthony L., and Charles Glisson. ARC Stages and Component Tools. Oxford University Press, 2018. http://dx.doi.org/10.1093/oso/9780190455286.003.0007.

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This chapter describes the 12 component tools of ARC within three stages of the ARC model. The first stage of collaboration focuses on ARC component tools for relationship, network, and leadership development. These tools establish the foundational relationships and conceptual development of leaders necessary to begin ARC’s second stage. In the participation stage, component tools such as team building, participatory decision making, and feedback (as well as others) are introduced to illustrate how ARC builds effective teams that apply ARC tools to improve services quality. Innovation represents the third stage as ARC participants employ the tools in a continuous improvement process to eliminate barriers to effective services, drive job redesign, and assure stabilization for sustainable improvement.

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43

Herreros, Ivan. Learning and control. Oxford University Press, 2018. http://dx.doi.org/10.1093/oso/9780199674923.003.0026.

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This chapter discusses basic concepts from control theory and machine learning to facilitate a formal understanding of animal learning and motor control. It first distinguishes between feedback and feed-forward control strategies, and later introduces the classification of machine learning applications into supervised, unsupervised, and reinforcement learning problems. Next, it links these concepts with their counterparts in the domain of the psychology of animal learning, highlighting the analogies between supervised learning and classical conditioning, reinforcement learning and operant conditioning, and between unsupervised and perceptual learning. Additionally, it interprets innate and acquired actions from the standpoint of feedback vs anticipatory and adaptive control. Finally, it argues how this framework of translating knowledge between formal and biological disciplines can serve us to not only structure and advance our understanding of brain function but also enrich engineering solutions at the level of robot learning and control with insights coming from biology.

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44

Cooper, Mick, and Duncan Law, eds. Working with Goals in Psychotherapy and Counselling. Oxford University Press, 2018. http://dx.doi.org/10.1093/med-psych/9780198793687.001.0001.

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Working with goals in counselling and psychotherapy provides a detailed guide to using goals in clinical practice, and the empirical and theoretical foundations for this work. The book is aimed at psychologists, psychotherapists, and counsellors of all orientations—both in training and in practice—who work with adults and/or with children and young people. The introduction to the book defines goals, looks at their development, and discusses the rationale for, and challenges of, goal-oriented practice. Chapter 2 explores philosophical perspectives on goals, critically examining the relevance of these ideas to therapeutic practice. Chapter 3 extends this by looking at the psychological evidence on goals and goal-setting, examining its relationship to emotions and wellbeing, and the dimensions along which goals can vary. The following chapter, written by service users, presents their perspective on working with goals: why they may find it helpful, what they want from it, and what they see as the challenges. Chapter 5 reviews the evidence on goal consensus and therapeutic outcomes; and this is followed by a review of the different measures that can be used for goal monitoring and feedback (Chapter 6). Chapters 7 and 8 focus specifically on clinical practice: identifying effective strategies for goal-setting; and for working with goals across the therapeutic encounter. Goal-oriented practices are then considered in relation to the principle therapeutic orientations (Chapter 9). The book concludes with the analogy of therapy as a ‘journey of discovery’ (Chapter 10), with the client’s individual goals setting the direction for travel.

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45

Hettema, Jennifer, Christopher C. Wagner, Karen S. Ingersoll, and Jennifer M. Russo. Brief Interventions and Motivational Interviewing. Edited by Kenneth J. Sher. Oxford University Press, 2014. http://dx.doi.org/10.1093/oxfordhb/9780199381708.013.007.

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This chapter focuses on the use of brief interventions for the treatment of alcohol and other substance use disorders and risky use. The authors provide definitions of brief interventions and a rationale for their use. They review the evidence base for brief interventions across primary care, emergency medical, college, and correctional settings, and include analysis of the impact of brief intervention on drinking and drug use and the relative costs of such services. They also describe several widely used frameworks or organizing structures for brief interventions including FRAMES (provide feedback, emphasize responsibility, give advice, menu of options, express empathy, support self-efficacy), SBIRT (screening, brief intervention, and referral to treatment), and the five As (ask, assess, advise, assist, arrange). Finally, the authors discuss the therapeutic approach of motivational interviewing as an interaction style that can be used within the context of many brief intervention structures.

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46

Gibson, Lorna M., Cathie L. M. Sudlow, and Joanna M. Wardlaw. Incidental findings: Current ethical debates and future challenges in advanced neuroimaging. Oxford University Press, 2017. http://dx.doi.org/10.1093/oso/9780198786832.003.0003.

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The urgency to pragmatically address the challenges of managing incidental findings on neuroimaging is driven by the recent development of very large, population-based imaging studies, and ever-increasing use of imaging within research, clinical, and commercial sectors. Incidental findings are complex and variable. Their clinical significance ranges from benign to life-threatening; detection may be influenced by imaging, reader, and participant characteristics; and feedback may generate follow-up and anxiety. Appropriate management of incidental findings is therefore challenging, but essential in order to minimize negative impacts on participants, health services, individual research studies, and public trust in the wider community. This chapter summarizes current knowledge of the scale of the problem of incidental findings, factors influencing detection, potential impact, and public expectations. It highlights areas where robust, empirical data are needed to inform the design of feasible management policies and improve informed consent processes for the future.

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47

ELIV 2017. VDI Verlag, 2017. http://dx.doi.org/10.51202/9783181022993.

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Seamless Electronics for Automotive Services. Going forward from the last ELIV „Electronics in Vehicles“ in 2015 – the most significant Congress in Automotive Electronics has now seen a substantial upgrade. In line with the feedback given by participants, speakers and journalists we have added new elements and contents to the event, which is beneficial for all involved. The announcement of moving the Congress from traditional Baden-Baden to Bonn in 2017 has certainly also done its bit to shape the event further. The city of Bonn represents internationality, growth, and easy access and is synonymous with technical know-how at the highest level – all of which does credit to the congress, particularly in light of the turnaround in the car industry driven by the latest electronic developments. All members of the program committee have been able to convince themselves in person of the capability of the new UN Congress Center, which is located within close proximity of the plen...

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48

Varol, Ozan O. An Army of Civilians. Oxford University Press, 2017. http://dx.doi.org/10.1093/oso/9780190626013.003.0010.

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This chapter addresses two questions: Why are the armed forces of some states more inclined than others to shoot when the masses converge upon a public square? Why are some soldiers more likely to put down their arms and join the crowds rather than turn against them? The citizen-soldier model emerges as a common thread among militaries that have toppled dictatorships. In these militaries, the leadership is often made up of career professionals, but the rank-and-file members are conscripts, also called “citizen-soldiers.” They serve a mandatory term in the military, usually one to three years, before returning to civilian life. These conscripts are civilians first and soldiers second. The rotation of civilians in and out of the military creates a feedback loop between the military and the civilian population that keeps the military in touch with civilian values.

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49

Javanbakht, Arash, and Gina R. Poe. Behavioral Neuroscience of Circuits Involved in Arousal Regulation. Edited by Israel Liberzon and Kerry J. Ressler. Oxford University Press, 2016. http://dx.doi.org/10.1093/med/9780190215422.003.0007.

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This chapter evaluates the evidence that hyper-reactive noradrenergic responses during trauma contribute to hyperarousal symptoms in PTSD, including disturbances in sleep. Some genetic vulnerability for PTSD involves the adrenergic system, and a hyperactive central noradrenergic system might serve to over-consolidate and sustain the affective component of fear memories. Reduced moderation of noradrenergic reactions during low hormone phases of the menstrual cycle could also lead to increased susceptibility to PTSD. This chapter considers a mechanism by which hyperactivity in the noradrenergic system during sleep would impair REM sleep theta and non-REM sleep spindles in the limbic system, both of which are implicated in the consolidation of new safety memories, thereby compromising extinction recall and setting into motion a positive feedback loop in PTSD pathophysiology, involving hyperarousal, failure to integrate contextual information, and biased attention to threat. If so, novel pharmacotherapeutic interventions inhibiting the noradrenergic system during sensitive periods in sleep should be considered.

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50

Wright, A. G. Electronics for PMTs. Oxford University Press, 2017. http://dx.doi.org/10.1093/oso/9780199565092.003.0014.

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Photomultipliers (PMTs) are current generators characterized by high gain, wide bandwidth, and high-output impedance. The role of preamplifiers and amplifiers is generally one of conditioning the PMT output. Either the time signature is preserved using a fast voltage preamplifier, or a voltage proportional to the charge in each event is generated with a charge-sensitive preamplifier. Both preamplifier types are generally of low-output impedance, suitable for driving matched coaxial cable. Preamplifiers and amplifiers are available as modular units (e.g. nuclear instrument module), stand alone, or are incorporated in a module including the PMT. Shaping amplifiers are used to further condition preamplifier signals, using integrating and differentiating circuits—particularly relevant to scintillation spectrometers. Discrete-component amplifiers and current-feedback operational amplifiers serve fast applications. Digital signal processing has overtaken many of the classical electronic techniques involving resolution and in pulse shape discrimination. Electronic circuitry for generating fast LED pulses is discussed.

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Books on the topic 'Service feedback'

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