Using SERVQUAL to Measure the Quality of the Classroom Experience

Over the last three decades, higher education institutions have found themselves using vernacular that was once chiefly found in business disciplines, such as value‐added and competitive advantage. With the rising costs of tuition, newer‐generation students are seeing themselves more and more as customers and universities are beginning to adopt customer‐centric strategies and missions. However, even with this paradigm shift, little research has been done to extend traditional service management concepts to educational settings. This research attempts to bridge this gap by applying the SERVQUAL scale, a well‐validated and widely used service operations construct, to the classroom environment. The findings show that the SERVQUAL scale exhibits both reliability and convergent and divergent validity; in fact, in these regards, it outperforms traditional student assessment scales. Moreover, the scale can explain significant amounts of variances in student‐related outcome variables such as satisfaction and learning. This innovative approach to measuring classroom service quality does indeed show that students can be viewed as customers and has far‐reaching implications to all stakeholders in the delivery of higher education.     

Community Child Care Inclusion: the development of two children

The development of two children with severe disabilities who were fully included in a community child care centre that implemented a developmentally appropriate play‐based curriculum is chronicled in this paper. The children's development was monitored over the course of a 9‐month school year using the traditional measure of a standardised assessment instrument, as well as monthly observations of the children in various play activities. The data are presented in a case study format and provide evidence that the children in this study made progress in all areas of development. The findings are important in that they show the children with severe disabilities progressed without intensive intervention, indicating that a play‐based curriculum utilising developmentally appropriate practice may provide an effective structure for the instruction of young children with disabilities.     

Relational and Overt Aggression in Disruptive Adolescents: Prediction from Early Social Representations and Links with Concurrent Problems

Children's representations of conflict and distress situations at 7 years were examined as developmental precursors to relational aggression, overt aggression, and psychiatric symptoms in early adolescence. Children were identified in early adolescence. Children were identified in preschool as normally developing or with behavior problems. Overt, but not relational, aggression, was correlated with concurrent disruptive symptoms in adolescence. Childhood predictors of adolescent aggression were found only for girls: Early hostile themes predicted more relational and overt aggression, while prosocial themes predicted less relational aggression. Also for girls only, early emotions foretold later functioning: Sadness predicted a higher ratio of relational to overt aggression, while inexpressiveness predicted disruptive, anxiety, and depressive symptoms. Relational and overt aggression are discussed with regard to sex differences in symptom changes over time.     

Catching sight of talk: Glimpses into discourse groups

This article reports on a study conducted in a graduate teacher research class with elementary and secondary classroom teachers. Wanting to create a collaborative environment in which their students could use language to support each other's learning, the instructors formed discourse groups. The article introduces a theoretical framework for discourse groups and using examples from the groups, presents a methodology for analyzing the social practices reflected in the teachers’ talk. It concludes with a discussion of the nature of the discourse that supported (and in some cases did not support) the re-storying of teachers’ knowledge.     

PROSPECTIVE TEACHERS' AWARENESS AND EXPRESSION OF EMOTIONS: ASSOCIATIONS WITH PROPOSED STRATEGIES FOR BEHAVIORAL MANAGEMENT IN THE CLASSROOM

This research examined whether prospective teachers’ emotion regulation styles, dispositional empathy, and conceptions of competent student emotion and behavior were predictive of their attitudes about bullying and proposed responses to peer conflict. Overall, participants perceived physical bullying as more serious than verbal and relational bullying. Prospective teachers also expressed higher levels of sympathy for victims and a greater likelihood of intervention in response to physical bullying. Regression analyses demonstrated that valuing emotional competence and the role of teachers in supporting its development were meaningfully associated with expressed support for victims and with proposed responses to the perpetrators of this type of classroom aggression. Interestingly, those respondents who reported higher levels of situationally specific sympathy for victims (and not dispositional empathy) also reported that they would be more likely than their counterparts to intervene on their behalf. The emotional reactivity component of dispositional empathy was, however, positively associated with regulated responses to peer conflict involving a difficult child. The emotion regulation variables, although associated with the outcome measures in correlational analyses, were not unique predictors of prospective teachers’ bullying attitudes.     

Generalized Discrimination of Positive Facial Expressions by Seven- and Ten-Month-Old Infants

The ability of 7- and 10-month-old infants to generalize their discrimination of facial expressions lacking featural consistency was investigated in a series of 4 experiments. Infants were habituated to models posing either prototypically positive displays (e.g., happy expressions) or positive expression blends (e.g., mock surprise). They were then tested for their ability to recognize a positive expression on the face of a novel model and to discriminate positive and negative facial expressions. Only in Experiment 1, in which infants were familiarized to a mix of happy and surprised facial expressions, did 10-month-olds demonstrate generalized discrimination of positive affect. When positive blends or happy expressions alone served as familiarization stimuli, both 7- and 10-month-old infants failed to dishabituate to a change in affective tone. 7-month-olds, in particular, showed consistent recovery of looking to the introduction of novel models. The pattern of results suggests that it is not until sometime after 7 months of age that dependence on the presence of expression-specific features for affect recognition and discrimination diminishes. By 10 months of age, however, infants are beginning to recognize the affective similarity of familiar positive facial expressions.     

The impact of action learning: what difference are we making in the world?

Involvement in a number of action-learning programmes and associated development opportunities has led the Professional Development Centre Limited to question the relevance of a strict adherence to the ‘rules’ of action learning as described by Reg Revans. A deliberate focus of one such programme to a financial services organisation offered some insights into the challenges of introducing action learning into the field. Pressures on organisations of time and business expedients might make them believe that action learning is too slow a technique to offer real rewards. However, elements of the action-learning story do resonate in the workplace, key concepts that appear to ‘stick’ are listening, questioning and equality. The utilisation of these skills enhances leadership and organisational development and can still provide a useful set of actions to aim for. This is especially true in problem solving and the way in which respect and equality can re-create a different environment or development space.     

Using a Geriatric Mentoring Narrative Program to Improve Medical Student Attitudes Towards the Elderly

This study examined first-year medical student attitudes concerning the elderly before and after instituting a geriatric mentoring program. The program began and ended with a survey designed to assess students' attitudes toward the elderly. During the mentoring program, students visited the same senior for four visits throughout the academic year. After each visit, students were required to write a narrative that included reflections on assigned themes. Comparisons of pre- and postsurvey data indicated that students became more positive in their attitudes toward older patients after the geriatric experience. Narratives indicated students were highly engaged in the visits with their seniors.