Closing the Expectations Gap: Setting and Managing Expectations ................................................. Amy Baugh, MBA, PMP, PgMP

2016 ◽  
pp. 184-199
Keyword(s):  
Expectations Gap

A Hybrid Methodology for Dental Hospital Quality Performance Gap Using HOQ and Process Analysis

2021 ◽  
Vol 12 (6) ◽  
pp. 16-42
Author(s):  
Shamsuddin Ahmed
Keyword(s):  
Correlation Analysis ◽  
Service Quality ◽  
Process Analysis ◽  
Real Life ◽  
Phenomenological Approach ◽  
Expectations Gap ◽  
Dental Hospital ◽  
Unique Method ◽  
Strategy Map ◽  
Hybrid Methodology

A hybrid methodology is described to identify a quality gap in a dental hospital. The research case study illustrates how to implement quality improvement in a real-life context. A combination of an ethnographic, narrative, and phenomenological approach in data collection and observations within the dental hospital validates the case findings. A unique method based on systems study and Taguchi loss function is shown to reduce the service quality gap in a dental hospital. A house of quality (HOQ) combines the correlation between “patient's expectations” and the hospital's “technical” characteristics. The correlation between service quality and technical characteristics measures a patient's expectations gap. Factor analysis helps to group service and technical factors for better patient management. A strategy map correlation analysis is generated to manage the quality gap. The correlation analysis between patient expectations and the hospital's technical characteristics identify areas of immediate attention.

scholarly journals Differentiating control, monitoring and oversight

2017 ◽  
Vol 30 (8) ◽  
pp. 1867-1894 ◽  
Author(s):  
Margaret M. Cullen ◽  
Niamh M. Brennan
Keyword(s):  
Boards Of Directors ◽  
Role Theory ◽  
Legal Responsibility ◽  
Primary Role ◽  
Investment Fund ◽  
Corporate Boards ◽  
Content Type ◽  
Board Of Director ◽  
Expectations Gap ◽  
Board Type

Purpose Boards of directors are assumed to exercise three key accountability roles – control, monitoring and oversight roles. By researching one board type – investment fund boards – and the power relations around those boards, the purpose of this paper is to show that such boards are not capable of operating the three key roles assumed of them. Design/methodology/approach The authors conducted 25 in-depth interviews and a focus group session with investment fund directors applying a grounded theory methodology. Findings Because of their unique position of power, the authors find that fund promoter organisations (that establish and attract investors to the funds) exercise control and monitoring roles. As a result, contrary to prior assumptions, oversight is the primary role of investment fund boards, rather than the control role or monitoring role associated with corporate boards. The findings can be extended to other board-of-director contexts in which boards (e.g. subsidiary boards, boards of state-owned entities) have legal responsibility but limited power because of power exercised by other parties such as large shareholders. Practical implications Shareholders and regulators generally assume boards exercise control and monitoring roles. This can lead to an expectations gap on the part of shareholders and regulators who may not consider the practical realities in which boards operate. This expectations gap compromises the very objective of governance – investor protection. Originality/value Based on interviews with investment fund directors, the authors challenge the control-role theory of investment fund boards of directors. Building on our findings, and following subsequent conceptual engagement with the literature, the authors differentiate control, monitoring and oversight roles, terms which are often used interchangeably in prior research. The authors distinguish between the three terms on the basis of the level of influence implied by each.

scholarly journals Gender and Age as Determinants of Expected Rate of Return on Human Capital

2020 ◽  
Vol 28 (4) ◽  
pp. 30-50
Author(s):  
Bartosz Kurek ◽  
◽  
Ireneusz Górowski ◽  
Keyword(s):  
Human Capital ◽  
Professional Education ◽  
Statistical Tests ◽  
Male Students ◽  
Rate Of Return ◽  
Older Students ◽  
Expectations Gap ◽  
Gender And Age ◽  
Salary Expectations ◽  
The Cost

Purpose: The aim of the article is to examine the selected determinants of the expected rate of return on human capital. Methodology: We conducted an anonymous survey of expected salaries among the Accounting and Controlling students at the Cracow University of Economics, which provided a unique setting for the analysis. On the basis of collected data for the cost of living and the cost of professional education for every participant, we used the human capital model developed by Dobija to compute the perceived level of the human capital of each individual. Then, we compared the expected salaries with the perceived levels of human capital and computed expected rates of return on human capital. The following research methods are used: literature review, statistical tests, econometric modeling. Findings: On the sample of 754 respondents, we found that male students expect a higher rate of return on their human capital than female students, while older students expect a lower rate of return on human capital than younger students. Research limitations: Only one field of study was used to measure the determinants of the expected rate of return on human capital. Originality: We contribute to the salary expectations and human capital literature by identifying a significant gender salary expectations gap that holds even after considering individually assessed costs of living and professional education. Our findings are consistent with the well-known observation that women tend to expect lower salaries than men.

scholarly journals The impact of Key Audit Matters (KAMs) on financial information quality: Evidence from Lebanon

2021 ◽  
Vol 19 (2) ◽  
pp. 135
Author(s):  
Joelle Matta ◽  
Khalil Feghali
Keyword(s):  
Value Creation ◽  
Information Quality ◽  
Investment Decision ◽  
Financial Statements ◽  
Financial Information ◽  
Audit Report ◽  
External Auditors ◽  
Expectations Gap ◽  
Expectation Gap ◽  
The Impact

<p>The purpose of this study is to discover the impact of Key Audit Matters (KAMs) on financial information quality and their value for Lebanese auditors. The value creation of KAMs is determined by its financial information quality, its ability to help during investment decision and its effect on the audit expectation gap. The research is conducted through a survey that was filled by external auditors who audit Lebanese banks exclusively, and are involved in the new audit report. The main results show that reporting by using Key Audit Matters adds value to the audit report from the perspective of Lebanese external auditors, and can reduce information asymmetry, increase trust in accounting and reduce the expectation gap. Moreover, the results marked that KAM improves the auditee's understanding in the audited entity, builds confidence in the audited financial statements, and helps to reduce the audit expectations gap.</p>

scholarly journals THE EU’S COMMON SECURITY AND DEFENCE POLICY IN THE CASE OF THE EULEX MISSION IN KOSOVO

2021 ◽  
pp. 199-218
Author(s):  
Bilbil Kastrati ◽  
Samo Uhan
Keyword(s):  
Crisis Management ◽  
Management Mechanism ◽  
Research Results ◽  
Expectations Gap ◽  
Post Conflict ◽  
Conflict Situations ◽  
Defence Policy ◽  
The Eu ◽  
Common Security

Abstract. The article considers whether the EU’s CSDP missions are a suitable crisis management mechanism for post-conflict situations, along with the EU’s relevance in crisis management at all. For this purpose, the EU’s biggest CSDP civilian mission EULEX was chosen as a research case study. The research results reveal that EULEX has not implemented its mandate, not met the expectations of security consumers, not made any difference on the ground, and cannot be seen as an example the EU should rely on in its future missions. Further, EULEX shows that CSDP missions suffer from many shortfalls and the EU CFSP from a capability–expectations gap. The article concludes that the EULEX mission does not show the EU’s relevance in the crisis management of post-conflict situations.

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