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The nexus between corporate social responsibility of airports and passenger satisfaction: A cross‐country study
Get PDFThis article investigates the role of passenger perception on corporate social responsibility (CSR) in improving passenger satisfaction by examining the direct and mediating effects through service standards, customer facilities, corporate image, and corporate reputation in a cross-culture context. A questionnaire survey was carried out on airport user experiences from 528 passengers using China and Pakistan airports. Smart PLS-3.3 was used to test the formulated hypothesis. The results showed that CSR significantly affects passenger satisfaction. The results also revealed CSR initiatives have a significant effect on the service standard, customer facilities, corporate image, and corporate reputation. Customer facilities and corporate image were found to be significant mediators for CSR-satisfaction link. However, the service standard and corporate reputation showed an insignificant relationship
Learned words: how poetry can be used to reflect on staff belonging in higher education
Get PDFThis research uses poetry as a form of data to explore a sense of ‘belonging’ for staff working in higher education. Poetic content analysis was explored as a research method and using poetry in this way has allowed for a nuanced exploration of questions of belonging in the context of individual intersectional identities. Following an analysis of eighteen poems submitted by staff working in higher education four major categories emerged: ‘Community’, ‘Exclusion’, ‘Transformation’, and ‘Self’. These emergent narratives led to several recommendations that institutions and individuals might consider implementing to create a more positive sense of belonging for all staff working in higher education. These recommendations and emergent narratives are centred around a willingness for higher education as a sector to better recognise and nurture the deep-rooted commitment that is shared by many staff to the potential of higher education both now and in the future
Digital intelligence and real estate digital marketing in Nigeria: practitioner’s appraisal
Get PDFDigital disruption in real estate transactions has led to the full adoption of digital marketing in real estate agency services. However, the demand for sustainability in real estate agency service requires adopting digital skills and competencies to achieve effective and efficient real estate digital marketing. This study examines Estate Surveyors and Valuers’ perceptions of the relevance of digital intelligence for sustainable real estate digital marketing in Nigeria, using Edo State as the study area. The data for the survey were sourced from 120 registered and practicing Estate Surveyors and Valuers (ESVs) using structured questionnaires, out of which 100 (83.33%) were retrieved and found suitable for analysis. Mean score, cross-tabulation, and chi-square were employed for data analysis. Findings indicated that social media marketing and e‑mail marketing are the highest-ranked digital marketing channels adopted among the surveyed respondents. Also, chi-square results show that there is a significant relationship between the relevance of digital intelligence and the level of usage of social media marketing, the relevance of digital intelligence and the level of usage of e‑mail marketing, and the relevance of digital intelligence and the level of usage of affiliate marketing. It was recommended, among others, that ESVs should invest in themselves and their staff in terms of training to raise their competency to harness the opportunities in technology to enhance their professional practice
Enhancement of helping skills using videos and blended learning in social and health care education
No full textABSTRACTStudents in social and health care education often encounter difficulties translating the concepts in communication into the complexities of interpersonal dynamics and diversified contexts in practicums. Most previous resources were developed in English, and some Chinese materials were not up to date. In this project, social work teachers produced two sets of videos and initiated coursework revamping by engaging students in producing more communication skills videos. An e-learning community has been set up for the storage of teacher’s demonstration videos and quality student videos. The video was applied in skill practice courses and disseminated to social work practicum supervisors and students during the pandemic, as their face-to-face learning opportunities were restricted. Students reported improvements in levels of skills and competence after watching the videos. It shows that videos on communication skills can be further promoted as a blended learning strategy in professional practice training.摘要社会和健康教育领域的学生经常在将沟通概念转化为应对实习中动态的人际关系和多样化情境的复杂性遇到困难。大部份相关的教学资源是用英语开发的，少量中文材料则往往比较过时。在这个项目中，社会工作教师制作了两套视频，并通过让学生参与制作更多的沟通技能视频以推动课程更新。他们又建立了一个数字学习平台，用于存储教师示范视频和优质学生视频。这些视频已被应用于助人技能课程中，并在面对实体教学受限的疫情期间发放给社会工作实习指导教师和学生。学生调查数据显示他们在观看视频后助人技能水平有所提高。这表明关于沟通技能的视频可以进一步推广作为专业实践中混合学习培训的策略
Harnessing innovation approaches to support community and belonging in Higher Education
Get PDFThe COVID-19 Pandemic has ushered in significant challenges for supporting community and belonging in Higher Educational Institutions (HEIs). This paper seeks to provide key recommendations to strengthen such activity, through a critical evaluation of a set of innovative community and belonging enhancement projects undertaken in a modern Scottish University. In doing so, the paper adds deeper understanding of how community and belonging are conceptualised and facilitated within HEIs. The evaluation was qualitative in nature and involved interviews with 13 staff members and students who were leading enhancement initiatives in the institution. Through an exploration of what shaped staff and students’ understandings and experiences in relation to community and belonging, several important themes emerged that are of value across the sector. These findings include a new framework of ‘authentic belonging’, the effectiveness of student ownership, and the current context of restricted opportunities for belonging enhancement
Facilities management strategic roles and services quality performance in Nigeria's banking sector
Get PDFPurpose-Facilities management (FM) as a strategic management tool has been an attractive research topic among scholars and practitioners alike for decades. The primary purpose of this paper is threefold: to assess the extent of use of FM roles (strategic, tactical and operational); to examine user satisfaction of service quality performance; and to analyse the influence of FM roles on service quality performance using data from Nigeria's banking sector. Design/methodology/approach-Relying on exploratory cross-sectional survey, 350 copies of a structured questionnaire were purposively distributed to senior management staff, bank staff, FM supervisors and bank customers in Lagos, Nigeria. One hundred and forty valid responses were returned to give a response rate of 40%. Data collected were analysed using descriptive, Spearman rank correlation and Kruskal-Wallis tests. Findings-It was discovered that strategic facilities planning, IT planning strategy and real estate decisions are the most important FM roles at the strategic level; resource management, data control and planning change at the tactical level; and implementations, building operations and emergencies at the operation level. Findings equally revealed that visual appealing of materials associated with services (tangibles), insisting on error-free records (reliability), willing to help (responsiveness), having the knowledge to answer questions (assurance) and giving individualised attention (empathy) were the most important service quality performance indicators. Furthermore, the study revealed that strategic FM roles significantly influenced tangibles, reliability and responsiveness of staff and the services. Besides, tactical FM roles significantly influenced all service quality indicators except assurance, while operational FM roles had significant influence on tangibles, responsiveness and empathy. Originality/value-To the best of the author's knowledge, this study has provided first ever insight into the extent of FM strategic roles in the banking sector and influence of FM roles on service quality performance
Improving antibiotic use in hospitals: development of a digital antibiotic review tracking toolkit (DARTT) using the behaviour change wheel
Get PDFObjective To develop a theory-informed behaviour change intervention to promote appropriate hospital antibiotic use, guided by the Medical Research Council’s complex interventions framework. MethodsA phased approach was used, including triangulation of data from meta-ethnography and two qualitative studies. Central to intervention design was the generation of a robust theoretical basis using the Behaviour Change Wheel to identify relevant determinants of behaviour change and intervention components. Intervention content was guided by APEASE (Acceptability, Practicability, Effectiveness, Affordability, Side-effects, Equity) criteria and coded using a Behaviour Change Technique Taxonomy. Stakeholders were involved throughout.ResultsFrom numerous modifiable prescribing behaviours identified, active ‘antibiotic time-out’ was selected as the target behaviour to help clinicians safely initiate antibiotic reassessment. Prescribers` capability, opportunity, and motivation were potential drivers for changing this behaviour. The design process resulted in the selection of 25 behaviour change techniques subsequently translated into intervention content. Integral to this work was the development and refinement of a Digital Antibiotic Review Tracking Toolkit. ConclusionThis novel work demonstrates how the Behaviour Change Wheel can be used with the Medical Research Council framework to develop a theory-based behaviour change intervention targeting barriers to timely hospital antibiotic reassessment. Future research will evaluate the Antibiotic Toolkit’s feasibility and effectiveness
Commercializing University Innovations: A Sense-Making Perspective to Communicate Between Academics and Industry
No full textTechnology transfer offices (TTOs) play a key role in helping universities commercialize research and distribute knowledge. Nonetheless, there remains an incomplete understanding of the communication, which takes place between academics, industry partners, and TTO staff. The aim of this article is to examine, with the use of sense-making theory, strategies used by TTO employees as they work with academics and industry partners to commercialize intellectual property. In order to achieve this aim, an ethnographic exploratory case study was undertaken at a university TTO. The collected information then became the basis for qualitative interviews with TTO staff from 13 universities in Scotland. The study contributes to the sense-making theory by explaining how, during the commercialization conversations, TTO employees can deliberately interrupt the sense-making process through “dumbing down.” Our research introduces the TTO employee as a mediator and examines the role of the TTO staff in facilitating the sense-making process. The findings illustrate how someone who is not an expert in the field can add to the sense-making process. The study suggests that TTO employees intentionally engage in a “dumbing down process” to make complicated conversations easy to understand
GenAI use in higher education: stakeholder perceptions and attitudes
No full textThis project investigates the attitudes and perceptions of higher education students and staff, both academic and professional services, to the use of Generative Artificial Intelligence (GenAI) in higher education. The integration of GenAI in Higher Education (HE) is a rapidly evolving topic, yet there remains limited data on the attitudes and perceptions of diverse stakeholders within the sector. While recent studies have begun to explore student perspectives, the broader implications of GenAI on instructional methodologies and educational delivery remain underexamined. Most of the current discourse has focused on academic integrity, leaving a gap in understanding the wider impact of GenAI across different levels of study and stakeholder groups.This research project aimed to fill this gap by conducting research across a range of HE institutions to gather data on the attitudes and perceptions of students, academic staff, and professional services staff towards the use of GenAI in education. Additionally, the research examined the views of academic and professional services staff on both their own and students' use of GenAI in educational settings, an area that has been notably under-researched.By capturing the perspectives of a wide range of HE stakeholders, this report offers valuable insights that will help universities implement targeted interventions and allocate resources effectively to maximise the benefits of GenAI in education
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