For IT services companies, delivering high quality IT services is of eminent importance. IT service quality drives customer satisfaction, which in its turn drives firm performance. It is this link that is addressed in this paper: How can the performance of customer service delivery teams be improved, …

OBJECTIVE: This paper describes the development of a physical training programme for cancer patients. Four related but conceptually and empirically distinct physical problems are described: decreased aerobic capacity, decreased muscle strength, fatigue and impaired role physical functioning. The study …

Tchibo is an international retail, coffee and consumer good company. Throughout the company´s history a unique business concept combining coffee expertise with a weekly changing range of consumer goods was created. This paper aims to analyse and outline the market characteristics of the Mexican market …

This research report will analyse the European Energy Performance of Buildings Directive which is considered to be a very important legislative part of the energy efficiency activities of the European Union designed to meet the Kyoto commitments (reducing global warming) and reduce Europe's increasing …

This paper will discuss the process of the MA program ePedagogy / Visual Knowledge Building during the first semester of the academic year 2005 – 2006. This MA program is a joint venture between the Universities of Helsinki, Hamburg and INHOLLAND. This publication will discuss and evaluate the concrete …

In this study self-reported stress and burn-out levels between general and special education teachers in the Netherlands are compared. More than eight hundred teachers were assessed with the Utrechtse Burnout Schaal (UBOS-L/MBI) to determine their levels of emotional exhaustion, depersonalization, and …

This paper lays the groundwork for building a communication model that will help cultivate communities of practice through the use of strategic communications. Theoretical models describing communities of practice in organizational knowledge generation typically have three main actors; the individual, …

Slides showing nurses in different working postures were used to determine the reliability of OWAS observations. Each slide could be looked at for 3 seconds, while a new slide was shown every 30 seconds to resemble the normal practice of observation. Two observers twice scored a series of slides, some …

Psychogeriatric patients are a very vulnerable group among the elderly. A relative large proportion is institutionalized. In addition, many studies point to the heavy burden on the informal carers of psychogeriatric patients, frequently leading to depression. Geriatric expertise in primary care, however, …