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Faculty of Accounting and Informatics

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Subject: search.filters.subject.Action research

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    Service quality evaluation : a systems thinking approach
    (2014) Green, Paul; Hardman, Stan
    Institutions of higher learning have introduced innovative strategies to attract and retain fee paying students. One of the strategies has been the rending of a quality service to a student-centred environment. The goal of this paper is to report on the use of Soft Systems Methodology (SSM) and Critical Systems Heuristics (CSH) techniques in gaining a greater understanding of the issues associated with evaluation of service quality at a university in South Africa. The study adopts a qualitative paradigm whereby an action research approach was implemented. A purposive convenience sampling technique was chosen and the findings of the study revealed that the participants had gained a greater understanding of the issues associated with evaluation of service quality via the use of the techniques employed in the study. The contribution of this paper is in the demonstration of SSM and CSH techniques applied and the lessons learned from the application thereof.
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    Environmental education : enhancing learning and awareness through assessment
    (Springer, 2012-10-01) Singh, Penny
    Environmental issues are rapidly gaining momentum globally as humans try to find sustainable solutions to the effects of climate change, carbon emissions, and the actions of human-kind (see Olver, Blacklist those who ‘greenwash’. Companies must walk the talk regarding climate. The Times, 2011a; The weather warriors’ war. Real change will come when a few good men and women say ‘enough is enough’. The Times, 2011b). To enhance learning and awareness of environmental issues among Environmental Education students and the community at large, this study situated assessments within communities of practice around the university. Using action engagement within action research students had to work with insiders from the community to identify, formulate action or intervention plans and find solutions to problem situations in the community. Using action engagement within action research in this study definitely enhanced student’s knowledge of their community’s problems. Their personal involvement and the cyclical approach adopted, enhanced students’ emotional understanding and gave them an insider perspective into the situations and problems that required intervention; and trust was built between the students and members of the community as they worked together to accomplish a common goal.