Translating the service quality gaps into strategy formulation : an experimental case study of a Greek academic department

The purpose of the current research is to develop a strategic service quality focused framework in a Greek Academic Department, translating its service quality (SQ) gaps into specific strategic directions from a “student-focused” perspective. The research is separated in two parts and follows the recommendations of Tan and Pawitra (2001), using various SQ measurement techniques and management tools. In the first part a SWOT analysis is conducted and a SWOT matrix is produced in order to assess the Department’s position, mission and vision as well as to construct the “Academic” questionnaires based on the SERVQUAL method and the Kano’s Model. The proposed questionnaires were applied in 180 undergraduate students. The second part incorporates the Quality Function Deployment (QFD) framework which is able to translate the customers’ voice (WHATs) into specific processes and measurable actions (HOWs), generating a realistic approach for successful management. The incorporation of SERVQUAL-Kano’s model in the QFD rated the importance of the WHATs, identifying the gaps which function as obstacles in the attainment of the Academic Department’s superior SQ. With the assistance of the SWOT matrix the main strategies of the Academic Department were generated, feeding the HOWs in the QFD. According to the findings, through the student priority level of SERVQUAL and Kano model, the most important SQ dimensions were found to be: Facilities/Equipment/Services, Abilities and Capabilities of Faculty, Educational/Course Content and Department’s Reliability and Reputation. Finally, with the assistance of QFD correlations, a set of strategic directions were proposed such as Accredited Programs, Proactive Partnerships with Corporations, Well-Maintained and Attractive Buildings etc.peer-reviewe

Is there a non-linear relationship of market value with cash and ownership?

The paper provides new evidence on the way that both the cash and ownership influence firms' market value in the Athens Stock Exchange (ASE) within the Eurozone (2000-2015). Based on corporate governance theory and critical analysis we use the dynamic panel data econometrics, in order to get consistent estimations of the impact of firms' cash and ownership upon either the return on equity or the Tobin's Q ratio. It is confirmed the dominance of the ownership pattern on these determinants of firms' value. Actually, we have found an inverse-U-shape value-ownership relationship, while practically, there's no-effect of cash on business efficiency. Unlike the previous studies, the findings support not only the interest alignment hypothesis, or the ownership could be a substitute for weak legal and institutional environment, but also the expropriation of outright majority ownership (large shareholder) against the minority one. In addition, the constantly changing optimal level of cash due to the unstable economic environment is a possible explanation of the insignificant cash variable. The estimated 40% of the equity as optimal level of ownership concentration maximizing market value of firms in the ASE could be useful for candidate investors

Proof explanation for a nonmonotonic Semantic Web rules language

In this work, we present the design and implementation of a system for proof explanation in the Semantic Web, based on defeasible reasoning. Trust is a vital feature for Semantic Web. If users (humans and agents) are to use and integrate system answers, they must trust them. Thus, systems should be able to explain their actions, sources, and beliefs. Our system produces automatically proof explanations using a popular logic programming system (XSB), by interpreting the output from the proof’s trace and converting it into a meaningful representation. It also supports an XML representation for agent communication, which is a common scenario in the Semantic Web. In this paper, we present the design and implementation of the system, a RuleML language extension for the representation of a proof explanation, and we give some examples of the system. The system in essence implements a proof layer for nonmonotonic rules on the Semantic Web