Customer satisfaction, training and TQM: a comparative study of Western and Thai hotels

Managers within the hospitality industry make frequent reference to TQM principles. The extent to which these principles are applied effectively within the human resource management area of hospitality however remains under-researched. By applying TQM principles, this paper focusses on the relationship between customer service and training drawing upon comparative data from Western and Thai hotels. The paper also examines the perceptions of staff towards of hotels' guest-orientation and the provision of quality guest services. The researchers found that guest assessments of the performance of hotel frontline staff depend on their services function (e.g., front-office, housekeeping). The service quality skills needed by frontline staff were also found to differ in the case of Western and Thai hotels. Such differences merit proper consideration on the part of managers within the major hotel chains. The various findings may assist hospitality managers to determine appropriate strategies for the enhancement of guest services particularly in cross-cultural settings

The post-2015 debate and the place of education in development thinking

As the end date for the Millennium Development Goals approaches so the focus on goals, visions and policies for development after 2015 becomes ever heightened. However, there has been relatively little engagement by educational research community in these debates. What then is being written about education in the key post-2015 documents? How is education's role in development conceptualised by those most central to shaping new accounts? I explore these issues through an analysis of a key text on post-2015, the High Level Panel Report of May 2013 (UN-HLP 2013), and an exploration of a year's worth of posts on 30 prominent blogs and websites discussing post-2015 matters. This leads me to two further, interlinked questions: what are the implications of potential marginalisation and irrelevance from these debates for the field of international education and development research? What are the potential dangers for the field of closer engagement in these debates and their growing use of social media? The academic international education and development community may be more comfortable in keeping these policy debates at a distance, but this may play against the strong educational research drive to engage in social science that makes a difference. If there is to be engagement with post-2015 then alternative ways of developing practices of research, action and dialogue need further strengthened. This may include interdisciplinary dialogues around such issues as early childhood development, the role of professions in development or environmental sustainability. Engagement with the post-2015 debate would also require a careful analysis of how best to engage with the instrumentalised accounts of education that are dominant in the policy-advocacy arena. This would entail more strategic positions on the uses and dangers of social media. At the same time, engagement with development studies as well as the development policy community requires a reappraisal of epistemological and methodological stances

Irreversible and reversible modes of operation of deterministic ratchets

We discuss a problem of optimization of the energetic efficiency of a simple rocked ratchet. We concentrate on a low-temperature case in which the particle's motion in a ratchet potential is deterministic. We show that the energetic efficiency of a ratchet working adiabatically is bounded from above by a value depending on the form of ratchet potential. The ratchets with strongly asymmetric potentials can achieve ideal efficiency of unity without approaching reversibility. On the other hand we show that for any form of the ratchet potential a set of time-protocols of the outer force exist under which the operation is reversible and the ideal value of efficiency is also achieved. The mode of operation of the ratchet is still quasistatic but not adiabatic. The high values of efficiency can be preserved even under elevated temperatures

Left Ventricular Outflow Tract Obstruction Defined by Active Three-Dimensional Echocardiography Using Rotational Transthoracic Acquisition

Peer Reviewedhttp://deepblue.lib.umich.edu/bitstream/2027.42/75675/1/j.1540-8175.1994.tb01105.x.pd

Flavour Symmetries and Kahler Operators

Any supersymmetric mechanism to solve the flavour puzzle would generate mixing both in the superpotential Yukawa couplings and in the Kahler potential. In this paper we study, in a model independent way, the impact of the nontrivial structure of the Kahler potential on the physical mixing matrix, after kinetic terms are canonically normalized. We undertake this analysis both for the quark sector and the neutrino sector. For the quark sector, and in view of the experimental values for the masses and mixing angles, we find that the effects of canonical normalization are subdominant. On the other hand, for the leptonic sector we obtain different conclusions depending on the spectrum of neutrinos. In the hierarchical case we obtain similar conclusion as in the quark sector, whereas in the degenerate and inversely hierarchical case, important changes in the mixing angles could be expected.Comment: 22 pages, LaTe

CP and Lepton-Number Violation in GUT Neutrino Models with Abelian Flavour Symmetries

We study the possible magnitudes of CP and lepton-number-violating quantities in specific GUT models of massive neutrinos with different Abelian flavour groups, taking into account experimental constraints and requiring successful leptogenesis. We discuss SU(5) and flipped SU(5) models that are consistent with the present data on neutrino mixing and upper limits on the violations of charged-lepton flavours and explore their predictions for the CP-violating oscillation and Majorana phases. In particular, we discuss string-derived flipped SU(5) models with selection rules that modify the GUT structure and provide additional constraints on the operators, which are able to account for the magnitudes of some of the coefficients that are often set as arbitrary parameters in generic Abelian models.Comment: 30 pages, 6 figure

Getting real about food prices

The 2008 price spike in world grain prices had serious impacts on food security and poverty but analysts have consistently described these real food prices as low in historical terms. The inconsistency between the severity of the food crisis and low real prices results from the use of advanced and global economy price indices to calculate real prices. This ignores the high share of food in poor people’s expenditures and indirect effects of income growth on expenditure patterns of rich and poor consumers. Poor consumers have not experienced the same falls in real food prices as those with growing incomes and are more vulnerable to price shocks. As high and fluctuating international grain prices appear to be a feature of the current world economy, food price and policy analysis must recognise this, and develop and use different price indices that take account of differences between consumer groups