Purpose – This study aims to investigate if new ways of delivering higher education can contribute to economic revitalization by enhancing the economic competitiveness of the workforce. Design/methodology/approach – Case study/conceptual paper. Findings – This study establishes suggested...

Purpose – This paper tested a model to collect the voice of the customer to improve service delivery in call centers using the concept of failure demand. Customer responses are quantified for improvement in service delivery. There are many academic studies reporting effective and validated...