Professional Documents
Culture Documents
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RESARCH DOMAINS
Service Provider (education) and Customer for many services (including university services as an employee)
SERVICE AND QUALITY SYSTEMS THEORY AND CONTROL FEEDBACK AND MEASUREMENT DESIGN AND DESIGN THINKING APPLICATIONS IN:
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SERVICE
What is Service?
Dominant Logic of Service- Experience? Human issues in Service, Behavioral Science New Social Contract participation and co-producing
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QUALITY
(Reeves
conformance to requirements (Crosby, 1979), fitness for use (Juran and Bingham ,1974, Juran and Gryna
1988),
loss avoidance (Taguchi, 1987), and meeting and/or exceeding customers' expectations (Gronroos, 1983; Parasuraman, Zeithaml, &
Berry, 1985). 44 Psychology- Affordance (Gibson, JJ.
5/6/12 Ecological
SERVICE Systems
Feedback is a mechanism, process or signal that is looped back to control asystemwithin itself.
55 Generally, acontrol systemhas input from an
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statistical measurement systems to study human behaviour in a social environment SERVQUAL/SERVPERF (Perception/expectancyRESEARCH METHOD Feedback:
Satisfaction, Surveys Control Theory (System Theory)- works for simple/non-complex designs 5/6/12 66
Social Contract (participation/collaboration) Using Insights from Second Order Cybernetics for Wicked complex designs
Webber, 1973)
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(Rittel and
Exploring the possible designs for designing and improving teaching and learning experiences:
Moving away from the concept of external control of the system Designing aligned to second order cybernetics system Students as co-designers of the experience
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References
Abbott, L. 1955. Quality and Competition, Columbia University Press, New York. Crosby, P. B. 1979. Quality is free: The art of making quality certain. New American Library, New York. Gibson, JJ. 1977. The Theory of Affordances. In Perceiving, acting, and knowing: toward an ecological psychology, In Robert Shaw and John Bransford (Eds.), Center for Research in Human Learning, University of Minnesota. Gilmore, H. L. 1974. Product conformance cost. Quality progress, 7(5): 18-1. Gronroos, C. 1983. Strategic Management and Marketing in the Service Sector, Report No. 83-104, Marketing Science Institute, Cambridge, MA. Juran. J.M., & Bingham, R.S. 1974. Service industries. In J. Juran, F. Gryna. Jr., & R. Bingham (Eds.), Quality control 5/6/12 99