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Mystery callers will shop staff

Article Abstract:

Universities are adopting the controversial practice of "mystery shopping" similar to those in retail and catering industries, by allowing consultants to pose as potential students and parents in order to test the customer care skills of academics. Although training courses are planned to ensure that staff provide excellent customer service, critics believe that the student-to-staff ratios should be reduced in universities for enabling better care of students, rather than modifying the role of academics.

Author: Baty, Phil
Publisher: Times Supplements Ltd.
Publication Name: Times Higher Education Supplement
Subject: Education
ISSN: 0049-3929
Year: 2007
Training, Curricula, Customer service, Support services, Mystery shopping

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Rank and file accuse union negotiators of selling out

Article Abstract:

A campaign aimed at persuading lecturers to reject a 13.1 percent pay deal is growing amid claims that union leaders have 'betrayed' members and 'surrendered'. At least 18 local University and College Union (UCU) branches have passed motions rejecting the pay offer.

Author: Baty, Phil
Publisher: Times Supplements Ltd.
Publication Name: Times Higher Education Supplement
Subject: Education
ISSN: 0049-3929
Year: 2006
Public affairs, Compensation and benefits, Political aspects, Labor relations, Lecturers, Public opinion, Teachers' unions

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Subjects list: United Kingdom, Universities and colleges
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