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1
Gruzdeva, Viktoriya, Georgiy Gruzdev, Yuliya Klyueva, and Vlada Konova. Development of the service sector based on a customer-oriented approach. ru: INFRA-M Academic Publishing LLC., 2023. http://dx.doi.org/10.12737/1977989.
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In the monograph, the use of the civilizational paradigm of the analysis of economic processes and phenomena allows us to consider the specifics of the functioning of the hospitality industry in the conditions of the formation of the information economy. The features of the client-oriented approach in its institutional and dynamic dimensions are revealed. Special attention is paid to inclusive technologies in the field of hospitality.
The result of the analysis of the features of the formation of the institutional model of the hotel business in the Nizhny Novgorod region is presented. On the basis of a systematic approach, the entire process of functioning of a hospitality enterprise is considered from the standpoint of structural and functional dynamics. Special attention is paid to the analysis of the formation of the corporate culture of hotel and restaurant complexes in modern conditions.
It is intended for researchers, teachers, students studying in the areas of higher education 43.03.01 "Service", 43.03.02 "Tourism" and 43.03.03 "Hotel business", as well as for anyone interested in the problems of the development of the service sector in the conditions of the formation of information and cybernetic civilization.
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Shul'zhenko, Tat'yana, Andrey Zhuk, and Dar'ya Ivanova. Logistics of new urban mobility: a value-oriented approach. ru: INFRA-M Academic Publishing LLC., 2023. http://dx.doi.org/10.12737/1971850.
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The monograph reveals the provisions of a value-oriented approach to the management of logistics systems of public urban passenger transport, relevant to the conditions of a client-centered economy and aimed at increasing the sustainability of the functioning of the passenger transport complex of the city in the context of the development of alternative forms of urban mobility. The ideological basis of the author's concept of a value—oriented approach is the understanding of the duality of the recipient of the services of the logistics system of urban public passenger transport - passengers and the city, which makes it possible to justify strategic decisions on the development of the logistics system of public urban passenger transport by balancing the parameters of service and passenger flows, achieved by meeting the needs of recipients while observing restrictions on their financing.
It is intended for researchers, representatives of executive bodies of state administration of the subjects of the Russian Federation and local self-government, providing the organization of transport services to the population in cities and urban agglomerations, designers of urban logistics systems, developers of transport and related services in urban mobility systems, as well as for teachers and university students. It can be useful for a wide range of people interested in the management of logistics systems, the development of urban public passenger transport, modern urbanism.
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Murashko, Mikhail, Igor Ivanov, and Nadezhda Knyazyuk. THE BASICS OF MEDICAL CARE QUALITY AND SAFETY PROVISION. ru: Advertising and Information Agency "Standards and quality», 2020. http://dx.doi.org/10.35400/978-5-600-02711-4.
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SUMMARY
Current monograph represents and reviews key approaches to creating an effective internal quality and safety control system for an organization, based on patient-oriented approach, process approach, risk management, continuous process improvement and other methods including definition of all applied terms, a number of examples and step by step manuals on executing key measures and events to create and develop a quality control system and local documentation samples.
Target audience for this monograph: hospital leadership, including CMO, deputy CMO on quality, head of quality control committee or designated quality control specialist, other medical workers.
ABOUT «THE BASICS OF MEDICAL CARE QUALITY AND SAFETY PROVISION»
All changes and reforms in healthcare should provide for medical care quality improvement, preservation of life and health of all citizens. Once an abstract word “quality” has its’ own specific meaning today, acquired by means of legislative validation of the term “medical care quality and safety”. Providing healthcare quality and safety is one of the key priorities within the confines of Russian Federation national policy for citizens’ health protection.
Current issue represents actual knowledge and practical experience in terms of medical care quality and safety control, continuous medical organization efficiency improvement. Current issue addresses the matters of theoretical and practical aspects of introducing management and internal quality and safety control system in medical care. It also contains the methodological description of Proposals (practical recommendations) of Federal Service for Supervision in the Sphere of Healthcare, developed based on global experience generalization, adapted to Russian specificity, aimed at quality and safety provision. Current issue represents a large number of samples, examples, templates and check-list tables. Data, accumulated in the monograph, allows the reader create a proper system of measures in a medical organization to comply with the order № 381-н of Ministry of Health of Russian Federation «On approving Requirements towards organizing and executing medical care internal quality and safety control».
TARGET AUDIENCE
Current issue is intended for a wide range of readers, interested in management: for healthcare organization leaders, CMOs and deputy CMOs, deputy CMOs on quality, quality control committee leaders or designated quality control specialists, physicians, nurses, medical academicians and students, and all specialists, interested in medical organizations’ stable development and improvement.
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Chen, Yinong. Service-Oriented Computing and System Integration: Software IoT Big Data and AI As Services. Kendall Hunt Publishing Company, 2017.
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Chen, Yinong. Service-Oriented Computing and System Integration: Software, IoT, Big Data, and AI As Services. Kendall Hunt Publishing Company, 2020.
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Luca, Gennaro de, and Yinong Chen. Service-Oriented Computing and System Integration: Software, IoT, Big Data, and AI As Services. Kendall Hunt Publishing Company, 2021.
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Service-Oriented Computing and System Integration: Software IoT Big Data and AI As Services. Kendall Hunt Publishing Company, 2021.
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Motta, Gianmario, Antonino Mazzeo, and Roberto Bellini. E-Government ICT Professionalism and Competences Service Science: IFIP 20th World Computer Congress, Industry Oriented Conferences, September 7-10, ... and Communication Technology ). Springer, 2010.
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Smalskys, Vainius, and Jolanta Urbanovič. Civil Service Systems. Oxford University Press, 2017. http://dx.doi.org/10.1093/acrefore/9780190228637.013.160.
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Civil service consists of civil servants and their activity when implementing the assigned functions and decisions made by politicians. In other words, it is a system of civil servants who perform the assigned functions of public administration. The corpus of civil servants consists of people who work in central and local public administration institutions. The concept and scope of civil service in a particular country depends on the legal framework that defines the areas of public and private sectors and their relationship. In many countries, civil service consists of an upper level, a mid-level, and civil servants who work for coordinating, independent, and auxiliary institutions. However, the scope of civil service in different countries varies. When analyzing/comparing civil service systems of different countries, researchers often categorize them as Western European, continental European, Anglo-American, Anglo-Saxon, Eastern European, Scandinavian, Mediterranean, Asian, or African.All European Union member states can be classified into two groups: the career system—dominant in continental Europe, with the prevalence of traditional-hierarchical public administration, rational bureaucracy, and formalized operational rules—and the position system—dominant in Anglo-Saxon countries, with the prevalence of managerial principles, pragmatic administration, and charismatic leadership. Neither of the two models exists in pure form. If features of the career model dominate in the civil service of a country, it is identified as a country with the career CS model; if elements of the position model dominate the country is identified as a country with the position civil service model. An intermediate version of this model, characteristic of a number of countries, is the mixed/hybrid model.Many civil service researchers claim that in the case of two competing systems of civil service—closed (the career model) and open (the position model)—reforms of the open civil service system win. It has been argued that the organizing principles of the open, result-oriented civil service system (the position model), which is under the influence of “new public management,” will permanently “drive out” the closed, vertically integrated and formal procedure-oriented career model. Scholars argue that civil servants of the future will have to be at ease with more complexity and flexibility. They will have to be comfortable with change, often rapid change. At the same time, they will make more autonomous decisions and be more responsible, accountable, performance-oriented, and subject to new competency and skill requirements.
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Pupo, Raul. America’s Service Meltdown. ABC-CLIO, LLC, 2010. http://dx.doi.org/10.5040/9798400610165.
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In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back. What distinguishes America's Service Meltdown: Restoring Service Excellence in the Age of the Customer is its striking originality and applicability to businesses of nearly every type and size. Based on the author's extensive personal and professional experience, the book offers a straightforward, no nonsense model that clearly explains how to organize the modern enterprise for the delivery of service excellence. Customer-oriented companies can operate more effectively, Raul Pupo argues, by focusing on the critical success factors of service: leadership that unequivocally believes they are in business to serve the customer; a business-planning process centered around the customer; an organizational ethic of service up and down the ranks; and an empowered, motivated, and competent frontline organization. Readers will discover what it takes to serve customers superbly, how excellent customer service profoundly improves profitability, and how to identify the biggest obstacles to good service. Most importantly, they will be rewarded with concrete instructions that will enable them to deliver topnotch customer service every step of the way.
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Community-oriented psychiatry: scientific and practical aspects and vectors of development. LCC MAKS Press, 2022. http://dx.doi.org/10.29003/m3017.978-5-317-06796-0.
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This digest includes materials of the All-Russian Scientific and Practical Conference with International Participation «Community-oriented psychiatry: Scientific and Practical Aspects and Vectors of Development», dedicated to the 20th anniversary of the creation of the non-profit organization «Family and Mental Health». It presents scientific research in the field of organization of mental health services in Russia and abroad, considers modern technologies of psychosocial rehabilitation, including on the basis of a spiritually-oriented approach; the experience of the public sector in the domestic mental health service is reflected. It is recommended for researchers, psychiatrists, psychotherapists, psychologists, social work specialists, as well as representatives of non-profit organizations, volunteers working in the field of mental health, clergy and students of religious institutions.
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Middleton, Kathy L. Yes! on Demand. ABC-CLIO, LLC, 2016. http://dx.doi.org/10.5040/9798216039921.
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Borrowing winning techniques from the business world, this book examines ways you can make library service more personalized, focused, and solutions-oriented for your patrons. When it comes to delivering the quality, personalized service your patrons expect, the staff is the most important resource in the library. It only follows then, that by empowering staff, breaking and fixing rules, cultivating creativity, and focusing on results, your library can meet and exceed patron expectations. To help you accomplish that and more, this book presents the "yes" model for customer service and explains how to use the model to build morale and grow a loyal, engaged, and highly satisfied community. The book shows how techniques borrowed from successful retail models can be applied to every part of library service—from reference, circulation, and technology services to children's and adult services. Beginning chapters describe the role of staff in transforming a culture of "no" into one of "yes." Next are explanations of tools administrators can use to support changes that will lead to a more contented customer base. Finally, the book addresses how to eliminate "no" through personalized service and by defining and tearing down obstacles that often block use of library products and services. This approach not only will make for happier patrons but will build staff morale, foster support, and ensure that your library remains relevant for years to come.
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Telekommunikation 2021: Wettbewerb im Umbruch. Nomos Verlagsgesellschaft mbH & Co. KG, 2022. http://dx.doi.org/10.5771/9783748913542.
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In its twelfth Telecommunications Sector Report (2021), the Monopolies Commission presents recommendations on how competition at the network level and the service level can be fostered to the benefit of end users. It advocates a competition-oriented transition from copper to fiber-optic networks. This can be achieved by keeping copper-based wholesale charges stable in real terms until the end of the migration process. Mobile spectrum should be granted by means of an auction. . At this time, the Commission rejects any interoperability obligations for internet based communication services such as WhatsApp, Signal, Threema and Wire.
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Simon, Manner, and Niedermaier Tilman. Part I Commercial Arbitration in the Energy Sector, 4 Renewable Energy Disputes. Oxford University Press, 2018. http://dx.doi.org/10.1093/law/9780198805786.003.0004.
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This chapter relates to renewable energy disputes. ‘Renewable energies’ are understood in a broad sense as energy resources which are naturally replenished on a human timescale. The chapter focuses on wind and solar photovoltaics (solar PV) energy, describing typical project and contract structures, as well as challenges and disputes relating to their financing; development; construction; and operation, maintenance, and service. It pays special attention to questions relating to the individual contractual relationships between the project company, the project developer, the contractor(s), sub-contractors, and sub-suppliers. The chapter also contains a detailed, user-oriented analysis of the advantages and disadvantages relating to arbitrating commercial disputes in this sector.
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Theodoulou, Stella Z., and Ravi K. Roy. 6. The new administrative age. Oxford University Press, 2016. http://dx.doi.org/10.1093/actrade/9780198724230.003.0006.
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Many New Public Management approaches failed to address deeper systemic issues underlying the actual causes of poor performance. As a result, a variety of alternative methods and approaches have been gaining popularity in public administration in recent years. ‘The new administrative age’ introduces reflective practice, which has been gaining a strong foothold in the areas of organizational management, and the characteristics of learning and effective organizations. It goes on to consider another emergent approach—the New Public Service—which emphasizes civic-oriented virtues over business principles. Creating ‘public value’ involves encouraging citizens to get more directly involved in establishing collective goals and then working with them to develop strategies for achieving them.
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Krone, Jan, and Andreas Gebesmair, eds. Zur Ökonomie gemeinwohlorientierter Medien. Nomos Verlagsgesellschaft mbH & Co. KG, 2019. http://dx.doi.org/10.5771/9783845289601.
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As a hybrid space of communication, the Internet has created new forms of public spheres, which challenge classical forms of public-oriented mass communication. At the centre of this volume is the question of how recent changes in media politics and media economics have affected the media’s attribute of working for the common good. The contributions in this book approach the topic from the perspectives of both media politics and media economics. They not only discuss issues relating to the evaluation of aspects of public welfare in different media genres but also the consequences of digitisation for public service broadcasting. The volume picks up on the discussions about the notion of ‘public value’, expands it with previously neglected subjects and offers a sound overview of how the mass media in Germany, Austria and Switzerland is oriented towards the common good. With contributions by Leonhard Dobusch, Konrad Mitschka, Janis Brinkmann, Wolfgang Mühl-Benninghaus, Michael Litschka, Harald Rau, Corinna Gerad-Wenzel, Hardy Gundlach/Nicole Gonser, Tobias Eberwein/Matthias Karmasin u.a., Tassilo Pellegrini, Wolfgang Reising, Simon Berghofer/Ramona Vonbun u.a., Lutz Frühbrodt, Andreas Gebesmair, Andreas Köhler, Gerret von Nordheim/Stefanie Fuchsloch, Stefanie Hangartner, Teresa Haberbusch
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Floyd, Kevin, Jen Hedler Phillis, and Sarika Chandra, eds. Totality Inside Out. Fordham University Press, 2022. http://dx.doi.org/10.5422/fordham/9780823298198.001.0001.
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Totality Inside Out breaks new ground by thinking beyond the now-traditional division between Marxian, socioeconomically oriented critique and identity-oriented critique. However divergent their analyses may be in other ways, many anticapitalist critics would agree that movements and programs designed to promote the inclusion of people previously excluded on the basis of race, gender, sexual identity, sexual preference, and/or ability can easily operate in the service of diversity-friendly capital; meanwhile, gender and race studies critics hold that anticapitalist critique, by elevating the socioeconomic above other logics of domination, fails to acknowledge the specific forms of subjugation experienced by people of color, women, queer subjects, and subjects designated “disabled.” The thinkers and activists who appear in Totality Inside Out altogether avoid this divisive logic. Instead, they re-examine the various connections between identity-based critique and the critique of capital. The collection’s contention is that economics and identity are reciprocal: contemporary capitalism not only abides but in fact profits from racist, misogynistic, heteronormative, and ableist systems. It argues that only by thinking economics and identity together can we begin to grasp social totality.
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Lane, Jeffrey. Street Lessons. Oxford University Press, 2018. http://dx.doi.org/10.1093/oso/9780199381265.003.0006.
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This final chapter returns to the core argument given the fieldwork presented. It is made clear from the case of the digital street that the experience of an urban neighborhood gets filtered through social media. The chapter reviews the transformation of street life in Harlem during the study period based on the different ways that youth, adults, police, and other neighborhood actors used the digital street in relation to each other. The author remarks on the localization of the Internet from the fact that online space enabled residents to rework and control matters in neighborhood space. The chapter ends with key lessons for a service-oriented approach to youth on the street that utilizes the increased visibility and productive aspects of social media use.
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Leech, Geoffrey. Pragmatics and Dialogue. Edited by Ruslan Mitkov. Oxford University Press, 2012. http://dx.doi.org/10.1093/oxfordhb/9780199276349.013.0007.
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This article introduces the linguistic subdiscipline of pragmatics and shows how this is being applied to the development of spoken dialogue systems — currently perhaps the most important applications area for computational pragmatics. It traces the history of pragmatics from its philosophical roots, and outlines some key notions of theoretical pragmatics — speech acts, illocutionary force, the cooperative principle and relevance. It then discusses the application of pragmatics to dialogue modelling, especially the development of spoken dialogue systems intended to interact with human beings in task-oriented scenarios such as providing travel information and shows how and why computational pragmatics differs from ‘linguistic’ pragmatics, and how pragmatics contributes to the computational analysis of dialogues. One major illustration of this is the application of speech act theory in the analysis and synthesis of service interactions in terms of dialogue acts.
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Schiller, Dan. Web Communications Commodity Chains. University of Illinois Press, 2017. http://dx.doi.org/10.5406/illinois/9780252038761.003.0006.
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This chapter examines the workings of extended, Web-oriented communications commodity chains. It begins with a discussion of networks and access devices—an expansive, malleable infrastructure comprised of service, software, and applications powered by other intermediaries, vendors of everything from operating systems, browsers, search engines, and social networks to program content. It then considers how recomposition continued at a frenzied pace across this great range throughout the digital depression, signifying capital's scramble to open and to occupy high-profit boxes. It also explores the ways in which network infrastructures impacted a century-old manufacturing base and describes the apparently neutral technical feature of the emerging system's network engineering that attested to the changes that characterized the transition to the Internet. The chapter concludes with an assessment of the erosion of social responsibility around networks and how telecommunications liberalization induced a growing potential for market turmoil.
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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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Olsen, Jan Abel. Principles in Health Economics and Policy. Oxford University Press, 2017. http://dx.doi.org/10.1093/oso/9780198794837.001.0001.
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Principles in Health Economics and Policy, second edition, is a concise introduction to health economics and its application to health policy. It introduces the subject of economics, explains the fundamental failures in the market for healthcare, and discusses the concepts of equity and fairness when applied to health and healthcare. The book takes a globally relevant, policy-oriented approach that emphasizes the application of economic analysis to universal health policy issues in an accessible manner. It explores four principal questions facing health policymakers all over the world. These questions are universal in that they are relevant no matter how much money a country spends on its health service, and no matter its political system. The structure of this book reflects the following logical order of these four questions: How should society intervene in the determinants that affect health? How should healthcare be financed? How should healthcare providers be paid? And, how should alternative healthcare programmes be evaluated when setting priorities? The book is an ideal reference guide for everyone interested in how the tools of health economics can be applied when shaping health policy.
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Lee, Joonkoo. Global Commodity Chains and Global Value Chains. Oxford University Press, 2017. http://dx.doi.org/10.1093/acrefore/9780190846626.013.201.
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A commodity chain refers to “a network of labor and production processes whose end result is a finished commodity.” The attention given to this concept has quickly translated into an expanding body of global chains literature. Research into global commodity chains (GCC), and later global value chains (GVC), is an endeavor to explain the social and organizational structure of the global economy and its dynamics by examining the commodity chains of a specific product of service. The GCC approach first emerged in the mid-1980s from world-system research and was reformulated in the early 1990s by development scholars. The development-oriented GCC approach turned the focus of GCC analysis to actor-centered processes in the global economy. One of the initial criticisms facing the GCC approach was its exclusive focus on internal conditions and organizational linkages, lacking systemic attention to the effect of domestic institutions and internal capacity on economic development. Other critics pointed to the narrow scope of GCC research. With the huge expansion in global chains literature in the past decade—not only in volume but also in depth and scope—efforts have been made to elaborate the global chains framework and to render it industry neutral, as partly reflected in the adoption of the term “global value chains.” Three key research themes surround these recent evolutions of global chains literature: GVC governance, “upgrading,” and the social construction of global value chains. Existing literature, however, still has theoretical and methodological gaps to redress.
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Hart, Daniel, and James Youniss. Renewing Democracy in Young America. Oxford University Press, 2017. http://dx.doi.org/10.1093/oso/9780190641481.001.0001.
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This book suggests that youth civic development should be promoted by providing young people with opportunities to participate in community life. make four arguments. The first of these is that youth can be part of the solution to the problems of contemporary American democracy. The book then summarizes what political scientists say about contemporary politics and the systemic ills that have allowed ideological polarization to stymie the democratic process. Civic education must be located in the political context in which it occurs. This is because citizen participation reflects the political system and is not a consequence of citizens’ immutable characteristics. We must supply young people with opportunities. Our second argument is that civic development and civic education will not be improved by more of what we are already doing. There is scant evidence that schools successfully inculcate civic knowledge in students. There is also little evidence of the efficacy of state-mandated community service as a requirement for high school graduation. The third argument is that improving civic development will require new opportunities for youth participation in the community and in the electorate. We propose that civic education be enriched by science-based, community-oriented environmental engagement and by lowering the voting age for municipal elections to 16. Finally, we argue that now is the time to take steps to facilitate civic development. The problems of youth engagement will neither resolve on their own nor be cured by foreseeable changes in social media technologies, federal politics, or generational change.
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Martin, Jeanette S., and Lillian H. Chaney. Passport to Success. www.praeger.com, 2008. http://dx.doi.org/10.5040/9798400695483.
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Like it or not, every business—even one conducted from the kitchen table—is global. No matter the industry, employees now routinely travel to other countries or interact with foreign customers, vendors, or fellow employees. Or they conduct business over the phone, via e-mail, or through video links. As a result, they have to understand international customs and etiquette or risk losing customers or botching business relations. And understanding business customs in other cultures isn't merely playing good defense—it often leads to new products or service enhancements that help an enterprise grow. In Passport to Success, Jeanette Martin and Lillian Chaney apply their expertise in business etiquette, training, and intercultural communications to present a practical guide to conducting business successfully around the world. Each chapter in this book presents in-depth information on the business environment and culture in the top twenty trading partners of the United States: Canada, Mexico, Japan, China, United Kingdom, Germany, South Korea, Netherlands, France, Singapore, Taiwan, Belgium, Australia, Brazil, Hong Kong, Switzerland, Malaysia, Italy, India, and Israel. Chapters contain both practical tips and illustrative examples, and the book concludes with a listing of resources (books, magazines, organizations, and Web sites) for additional information. In addition, Passport to Success contains useful overview material that will help business people plan a trip abroad or a campaign to win customers in another country. Besides trade statistics and information on global trade agreements, readers will find information on using the Internet productively to conduct or seek business, how women can succeed in countries with traditional, male-oriented business cultures, how to build cross-cultural relationships, and ways language can enhance—or obstruct—business dealings. Every businessperson is now a player in the global market for goods and services. This book provides valuable tips that will help people avoid missteps and increase their sales and personal success when dealing with counterparts in other countries.