Purpose - The purpose of this paper is to provide services marketers with a deeper understanding of the elements that characterize mass services. The paper shows that many studies have been conducted within the context of professional and retail services, knowledge of mass service contexts is...

Purpose ? The purpose of this paper is to advance discussion of the efficacy of the current Australian competency training framework for credentialing and preparing front-line employees for the hospitality and tourism industry. Design/methodology/approach ? Discussion focuses on the hospitality...

lnformation technology (IT) and, in particular, the Internet is dramatically impacting on the services sector. This paper specifically investigates the relative impact of several forms of internet use on perceived performance for two groups of service organisations - retail service firms and...

Purpose ? The purpose of this paper is to provide services marketers with a deeper understanding of the elements that characterize mass services. The paper shows that many studies have been conducted within the context of professional and retail services, knowledge of mass service contexts is...

This study sought to determine how service delivery and drivers of customer satisfaction influence public relations of food establishments in Region XI. Using the quantitative non-experimental utilizing descriptive-correlational design, study was conducted in the different areas of Region XI....

The focus of this paper is on improving governance through the use of information and communication technology (ICT) in the delivery of services to the poor, i.e., improving efficiency, accountability, and transparency, and reducing bribery. A number of papers recognize the potential benefits...

The main background and rationale of this research paper is that while donors' scaled-up engagements in Fragility and Conflict-affected States (FCS) during the last decades were a resounding success in terms of official development resources devoted to FCS, the value for money compared to the...

The fulfilment of government objectives is dependent on information. Traditionally, this information originates from a classic process of input, (processing) activities, and output. However, in light of increased intergovernmental data sharing, the movement towards open data and opportunities...

This paper argues that new computer, smartphone, and universal ID technologies are reducing the incentives for political clientelism in the delivery of social programmes in India, especially by allowing party leaders to bypass local brokers to credit-claim for better service delivery and...

India’s first-generation and short-lived nutrition surveillance pilot (called ICDS-CAS) launched in 2018 was dismantled and replaced by a second-generation program (called POSHAN 2.0) in 2021. To estimate the relative effectiveness of 18 services provided by the frontline workers using...