顾客满意度测评系统在企业中的应用

ISO 9001:2000标准中,质量管理八项原则的第一条就是以顾客为关注焦点,它强调组织应该理解顾客当前和未来的需求,满足顾客要求,并争取超越顾客期望。通过偏最小二乘法实现了顾客满意度指数计算,讨论了顾客满意度测评系统在企业中的应用。     

A comparison of well-peer mentored and non-peer mentored athletes’ perceptions of satisfaction

The purpose of the present study was to compare well-peer mentored and non-peer mentored athletes’ perceptions of satisfaction. A total of 444 intercollegiate athletes (272 well-peer mentored and 172 non-peer mentored) from a variety of sport teams participated in the study. Athletes from both well-peer mentored and non-peer mentored groups reported their satisfaction levels using the Athlete Satisfaction Questionnaire. The results of a MANOVA and follow-up post hoc ANOVAs showed that well-peer mentored athletes were significantly more satisfied than their non-peer mentored counterparts in terms of individual performance, personal dedication, team task contribution, team social contribution, team integration, ethics, ability utilisation and training and instruction. Overall, the findings suggest that athletes who are well-peer mentored by a teammate perceive higher satisfaction levels with various aspects of their athletic experience than athletes who are not peer mentored by a teammate. Given these positive findings, practitioners (i.e., coaches, sport psychology consultants) should inform athletes on the benefits of peer-to-peer mentoring. The practical implications of the results and strategies to promote peer athlete mentoring relationships in sport are highlighted.     

信息咨询服务的创新发展与用户需求特点分析

文章对当代图书馆信息咨询服务工作随着网络时代的到来呈现出的创新变化和用户需求的特点进行了分析 ,提出当代图书馆信息咨询服务的发展方向和策略     

我国青年编辑职业认同研究

从职业价值观、角色价值观、职业归属感、积极团结度和职业行为倾向5个维度对我国青年编辑职业认同度进行探究,分析其原因,并找出提升职业认同度的途径和方法。     

我国青年编辑组织承诺研究

组织承诺是组织行为的一个重要领域。青年编辑的组织承诺就是青年编辑愿意为单位付出心力,并希望留在单位服务的意念。我国青年编辑组织承诺结构模型的维度主要包括：感情承诺、规范承诺、经济承诺、机会承诺和理想承诺5个维度。青年编辑应当通过做好职业规划、发挥个人优势、提高职业素养与研究能力等来提高组织承诺。     

学习满意度评价指标体系的建立与灰色综合评价

采用调查统计法,参照教育部组织的高职高专院校人才培养工作水平评估指标体系,建立了高职学生学习满意度评价指标体系并以宁波职业技术学院为例探讨了运用灰色系统理论进行测评的方法。     

论图书馆服务互动

图书馆服务互动是指服务中馆员与用户之间的相互联系、相互影响和相互制约。图书馆服务互动可分为直接互动和间接互动,思想互动、情感互动和信息互动,言语互动和非语言互动。图书馆服务互动具有馆员与用户的双主体、二者互动的统一性和能动性等特点,同时还具有交流信息、交流情感、认识自我、调节行为等功能。     

Helping patrons find locally held electronic resources: An interlibrary loan perspective

The University of North Texas Libraries provide extensive online access to academic journals through major vendor databases. As illustrated by interlibrary loan borrowing requests for items held in our databases, patrons often have difficulty navigating the available resources. In this study, the Interlibrary Loan staff used data gathered from the ILLiad interlibrary loan management system to investigate why patrons request locally available materials. This study resulted in recommendations for the Libraries' linking strategies in EBSCOhost databases. Several user education needs were identified and communicated to the Libraries' Subject Liaisons.     

Reflectors as online extraverts?

Increasingly, online learning is perceived as an effective method of instruction. Much recent educational research has focused on examining the purposes and situations for which online education is best suited. In this paper, students enrolled in two online courses are compared with their peers enrolled in equivalent classroom‐based courses to investigate aspects of the relationship between learning style and mode of delivery. Student satisfaction measures are taken from participants in both modes of delivery and compared with student learning style. Feedback from the ‘Reflector’ learning style demonstrates higher satisfaction levels with the online mode of delivery compared with their matched counterparts following equivalent classroom‐based courses. Therefore, whilst ‘Reflectors’ might be regarded as Introverts in the traditional classroom setting, the additional time for reflection offered by online delivery makes this group more likely to contribute to online discussion, report higher satisfaction levels and generally behave more like online Extraverts.     

Influence of improved teaching practices on student satisfaction ratings for two undergraduate units at an Australian university

To track the quality of instruction delivered at the University of Western Australia, the university surveys all units using its Students’ Unit Reflective Feedback (SURF) metrics, and faculties use these metrics to benchmark student satisfaction. Consequently, teaching staff are actively encouraged to adopt teaching practices that will increase the average levels of these metrics. Using a ‘before-after’ approach, we compared these metrics before and after the implementation of improved teaching practices that addressed specific weaknesses identified through student responses for two undergraduate units. Despite the implementation of improved teaching practices, SURF scores did not increase significantly for the two units assessed, due possibly to the components of the academic programme covered by the SURF questions, the field-based nature of the units, and the difficulty in measuring an increase in the SURF scores of units which already score highly. This poor sensitivity of the SURF metrics to the implementation of improved teaching practices could have implications for their use for performance assessment by the university.