As the call center services are becoming an integrated part of most organizations, the efficiency of their operations is vital to the competitiveness of the organizations. This paper describes a restructuring effort of a Hong Kong‐based company, which provides technical support services in...

Over the years, many teaching methods and techniques have been suggested and used in university teaching. However, the effectiveness of these teaching techniques and methods has not been carefully evaluated. We propose and test a methodology for identifying different teaching techniques and for...