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Mean Service Metrics : Biased Quality Judgment and the Customer-Server Quality Gap
Batt, Robert; Tong, Jordan - 2019
decision biases? Relevance: Biased judgments about service quality can cause governments to fund programs suboptimally …. Controlled laboratory experiments test the hypothesized biases and mitigation techniques. Results: Our empirical study reveals … airports. Our experiments support our main conjecture that judgments and decisions about customer-experienced metrics are …
Persistent link: https://www.econbiz.de/10014116511
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Overconfident health workers provide lower quality healthcare
Kovacs, Roxanne J.; Lagarde, Mylene; Cairns, John A. - In: Journal of economic psychology : research in economic … 76 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012244286
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Testing measurement equivalence of experienced holiday quality : evidence on built-in bias in the Flash Eurobarometer survey data
Gelissen, John - In: Tourism management : research, policies, practice 67 (2018), pp. 273-283
Persistent link: https://www.econbiz.de/10011842001
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Admission control biases in hospital unit capacity management : how cccupancy information hurdles and decision noise impact utilization
Kim, Song-hee; Tong, Jordan; Peden, Carol - In: Management science : journal of the Institute for … 66 (2020) 11, pp. 5151-5170
Persistent link: https://www.econbiz.de/10012390769
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Examination workloads, grant decision bias and examination quality of patent office
Kim, Yee Kyoung; Oh, Junbyoung - In: Research policy : policy, management and economic … 46 (2017) 5, pp. 1005-1019
Persistent link: https://www.econbiz.de/10011842864
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How scheduling can bias quality assessment : evidence from food-safety inspections
Ibanez, Maria R.; Toffel, Michael W. - In: Management science : journal of the Institute for … 66 (2020) 6, pp. 2396-2416
Persistent link: https://www.econbiz.de/10012254396
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An evaluation of bias in three measures of teacher quality : value-added, classroom observations, and student surveys
Bacher-Hicks, Andrew; Chin, Mark J.; Kane, Thomas J.; … - 2017
Persistent link: https://www.econbiz.de/10011684586
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An Evaluation of Bias in Three Measures of Teacher Quality : Value-Added, Classroom Observations, and Student Surveys
Bacher-Hicks, Andrew - 2017
teachers' classrooms, prior research has largely focused on the validity of value-added measures. We conduct an experiment … two previous experiments, we provide further evidence that value-added measures are unbiased predictors of teacher …
Persistent link: https://www.econbiz.de/10012954918
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An Evaluation of Bias in Three Measures of Teacher Quality : Value-Added, Classroom Observations, and Student Surveys
Bacher-Hicks, Andrew - 2017
teachers' classrooms, prior research has largely focused on the validity of value-added measures. We conduct an experiment … two previous experiments, we provide further evidence that value-added measures are unbiased predictors of teacher …
Persistent link: https://www.econbiz.de/10012455203
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Determining optimum customer participation level in services: perceptual biases and congruence
Ozkul, Ahmet Semih; Damali, Uzay; Nandialath, Anup Menon; … - In: International journal of productivity and quality … 30 (2020) 3, pp. 323-342
Persistent link: https://www.econbiz.de/10012256629