REFERQUAL: A pilot study of a new service quality assessment instrument in the GP Exercise Referral scheme setting

Background The development of an instrument accurately assessing service quality in the GP Exercise Referral Scheme (ERS) industry could potentially inform scheme organisers of the factors that affect adherence rates leading to the implementation of strategic interventions aimed at reducing client drop-out. Methods A modified version of the SERVQUAL instrument was designed for use in the ERS setting and subsequently piloted amongst 27 ERS clients. Results Test re-test correlations were calculated via Pearson's 'r' or Spearman's 'rho', depending on whether the variables were Normally Distributed, to show a significant (mean r = 0.957, SD = 0.02, p < 0.05; mean rho = 0.934, SD = 0.03, p < 0.05) relationship between all items within the questionnaire. In addition, satisfactory internal consistency was demonstrated via Cronbach's 'α'. Furthermore, clients responded favourably towards the usability, wording and applicability of the instrument's items. Conclusion REFERQUAL is considered to represent promise as a suitable tool for future evaluation of service quality within the ERS community. Future research should further assess the validity and reliability of this instrument through the use of a confirmatory factor analysis to scrutinise the proposed dimensional structure

Study of polytopic membrane protein topological organization as a function of membrane lipid composition.

A protocol is described using lipid mutants and thiol-specific chemical reagents to study lipid-dependent and host-specific membrane protein topogenesis by the substituted-cysteine accessibility method as applied to transmembrane domains (SCAM). SCAM is adapted to follow changes in membrane protein topology as a function of changes in membrane lipid composition. The strategy described can be adapted to any membrane system

Beyond links and chains in food supply: a community OR perspective

This theoretical paper complements traditional OR approaches to improve micro-businesses’ performance. When looking at local micro-businesses, we find that current supply chain and operations theory that focuses on efficiency and economic-based criteria for chain and network integration, is inapplicable and external organisation inappropriate. An illustration shows how traditional modelling exercises may fall short in better-informing independent-minded micro-entrepreneurs on how to collaborate, even though they recognise benefits from such endeavour. The illustration concerns consideration of food micro-producers, not as links constituting a chain, but as members of a community. This paper explores two different approaches to apply Community OR research principles. On one hand, the application of OR methods to phenomena in the ‘community’; on the other, the development of research on ‘community operations’; which are symbolised as C+OR and CO+R respectively. These approaches are associated to two different research languages: of needs and for interactions. Main contributions of this paper are: first, we show that collaboration does not always need shared aims. Second, we offer a circular process where the identification of collective actions may help organisations to improve individually; and vice versa. Third, we suggest how to develop the role of a stronger collective actor by means of collaboration

Controlling service delivery in service triads

Organizations are increasingly sourcing services that are directly delivered to their (end) customers by external providers. Buying organization, supplier and (end) customer operate in a triadic service relationship. In these triads, the buying organization lacks direct control over service delivery and has to rely on the supplier for a successful service experience of the (end) customer. The purpose of this study is to build theory on controlling service delivery in these supply triads by means of a single case study. We find that buying organizations are able to control service delivery in service triads by exerting control in other phases than the service delivery phase