The researches about service encounters often aimed at the interaction between customers and employees before. With the development of technology, it has been introduced into service industry to assist with service providing. Not only did technology change the original relation of interpersonal contact, but also it replied the interaction between customers and employees. Therefore, this study explored the change of entire satisfaction sources after the technology infusion in service encounters from the customer¡¦s point of view. There were two stages in this study. The first stage was an exploratory research and sampled from the customers in the largest chain of hair beauty in Kouhsiung. Using critical incidence technique to collect and analyze the data, we found the entire satisfaction/dissatisfaction sources and compared the difference between technology infusion or not. The second stage was a conclusive research and sampled from the female students in the dormitory in National Sun Yet-san University. The findings from the first stage were proved by experimental design and ANOVA. There were five findings in this study. 1. The satisfaction/dissatisfaction factors were categoried to five sources. They were reliability (core servie, service performance resulting from technology infusion, and comprehensive performance), responsiveness (flexible service precess and dealing with the special conditions), Assurance (good communication and professional performance or courtesy of non-core service), Empathy (service manners and customerized service), and tangibles (environment and atmosphere, technology and equipments). 2. Technology infusion in service encounters could increase entire customer satisfaction and decrease entire customer dissatisfaction. 3. Besides technology itself could directly influence the customer satisfaction, the company could elevate the level of customer satisfacton by indirectly improving the interpersonal interatction in service encounters. 4. The perceived reliability influenced the intention of using new technology, the company image of improving continuously and the morden image. Assurance influenced the intention of using new technology, the company image of concerning about customer and recommendation intention. 5. The higher the assurance was, the higher satisfaction of technology infusion in service encounters could be.

Service encounter is the core of many service industries. Most researches on service encounter pay attentions to the interpersonal interaction in the past. But in recent years, because of the fast development of technology, especially on the use of information technology, it brings the new turning point in enterprises, and it changes the original interpersonal interaction. College education is a kind of high interpersonal interaction service industry. In recent years, web-based instruction became a trend in college education. Therefore, this study attempt to know the change of learning satisfaction after the technology infusion in service encounters from the student¡¦s point of view. Aimed at the student of traditional and web-based instruction respectively and used critical incidence technique (CIT) to collect and analyze the data, we found the satisfaction/ dissatisfaction sources and compared the difference between technology infusion or not. There were five findings in this study. 1. The satisfaction/dissatisfaction factors were categorized to seven sources. They were ¡§learning environment¡¨, ¡§web-based instruction system¡¨, ¡§instructor¡¨, ¡§ peer relationship¡¨, ¡§course¡¨, ¡§interaction¡¨, ¡§entire performance¡¨. 2. Before the technology infusion, ¡§instructor¡¨ is the critical factor to influence satisfaction with service encounter. The teaching attitude, teaching performance, profession and expression ability of instructors will influence learning satisfaction. 3. After the technology infusion, ¡§web-based instruction system¡¨ is the critical factor to influence satisfaction with service encounter. The design, stability, ease of use, speed of data transmission, flexibility of the web-based instruction system will influence learning satisfaction. 4. Whether the technology infusion or not, we found that the importance of ¡§interaction¡¨ did not decrease. 5. Whether the technology infusion or not, ¡§peer relationship¡¨ is the important source of learning satisfaction.

This study determined whether the measures implemented to address barriers to technology infusion changed the technology use patterns of teachers at a middle school. The research question was: Will middle school teachers infuse technology in teaching when the barriers of a lack of time, tools, training, and support are addressed? Document analysis of lesson plans and educational technologist (ET) logs was conducted to analyze the change in the teachers? teaching practices. Interviews were conducted to gather information about the participant?s perceptions of the project and their involvement in using technology in teaching. Observations were conducted to determine whether changes occurred in teaching practices and to confirm information provided by the teachers. Data analysis revealed that the provision of resources did make a difference in teaching practices. Three of the five core teachers changed their teaching practices; two teachers? teaching practices did not change because they faced second order as well as first order barriers to technology integration. Recommendations for practice included (a) leaving the ET at Covington in his ET position and investing in the funding the ET position at the other schools in the district, (b) utilizing the expertise of the core teachers to provide technology training and support for teachers in the district, (c) selecting persons with a strong technology vision who are willing to practice their vision as well as translate their vision into teacher use of technology in instruction. Recommendations for further research were that follow up studies be conducted that (a) determine whether there was a continuation in the integration of technology in teaching after the project no longer operates in the school setting, (b) determine whether the school continued with the model of providing time, tools, training, and support for teachers to integrate technology into their teaching, (c) determine whether the school district implements these measures in other schools, (d) seek to gain a more in-depth understanding of the reasons that teachers fail to integrate technology into teaching when the first order barriers to technology integration have been removed, and (e) address the issue of technology use for instructional purposes and its effects on students? willingness to participate in the learning process.

abstract: The use of educational technologies as a tool to improve academic achievement continues to increase as more technologies becomes available to students. However, teachers are entering the classroom not fully prepared to integrate technology into their daily classroom teaching because they have not been adequately prepared to do so. Teacher preparation programs are falling short in this area because educational technology and the role of technology in the classroom is seen as an extra component to daily teaching rather than a central one. Many teacher preparation programs consist of one stand-alone educational technology course that is expected to prepare teachers to integrate technology in their future classrooms. Throughout the remainder of the program, the teachers are not seeing educational technologies modeled in their other core courses, nor are they getting the hands-on interaction necessary to become more confident in using these technologies with their future students. The purpose of this study was to examine teachers' views of educational technology in the classroom from those enrolled in a graduate program. The study consisted 74 first- and second-year teachers who were enrolled an alternative teacher preparation program. Thirty-four of the teachers received the Integrating Curriculum and Technology (iCAT) intervention and the remaining 40 teachers were part of the control group. Each teacher completed a pre- and post-intervention questionnaire and 23 of the 74 teachers participated in one of three focus group interviews. Additional data from the teachers' course instructors were gathered and analyzed to compliment the focus group and quantitative data. Results showed that iCAT participants' scores for confidence in using technology and efficacy for using educational technology increased at a faster rate than the control group participants' scores. Similarly, confidence in using technology, perceptions about integrating technology in the classroom, and efficacy for using educational technology could be predicted by the amount of hands-on interaction with technology that the teachers received during their graduate course. The discussion focuses on recommendations for infusing technology throughout teacher preparation programs so that teachers have the tools to prepare their students to use a variety of technologies so that their students can be better prepared to complete in today's workforce. / Dissertation/Thesis / Ph.D. Educational Technology 2012

Extant literature indicates that web-based blended learning will become the most accepted mode of delivery in the near future as an alternative to traditional face-to-face instruction particularly in the higher education landscape due to its potential to provide increased access to education for more people, increased student engagement with the tutor, rich learning resources, peers, and external experts, and flexibility beyond the limits of classrooms without compromising quality. The study focused on developing a web-based blended learning model that could help reap the benefits of blended learning at the University of Botswana (UB). With this in mind, the research question, "How can a web-based blended learning environment be designed, developed and implemented at the University of Botswana?" was formulated. In order to address the research question, a six-dimensional model called LAPTEL was developed. The six dimentions are: Digital Leadership, Equitable Access, Active Participation, Authentic Tasks, Intellectual Engagement and Learning (LAPTEL); the first five dimentions are requisites to enable studnets to progress towards successful learning which is the sixth dimension. The LAPTEL model depicts guidelines on how to ensure equitable access for students to learning contexts, motivate and enable them to participate in meaningful educational processes, design and develop effective online as well as classroom learning materials (tasks), and engage students in active 'communityes of practice' in order to help them construct their own knowledge (learning) collaboratively under proper leadership. The Researcher considers it essential to have a complex interplay between the three components - active participation, authentic tasks and intellectual engagement to facilitate active, non-linear learning, and it will be catered for in the design, development and delivery of courses based on the LAPTEL model. The fact that these three dimensions have got features of both face-to-face and onlilne learning, integrated seamlessly, makes the LAPTEL a Web-based learning model. The overall aim was to develop a model of curriculum (re)design based on the student-centred pedagogical approaches that combine synergistically the effectiveness of traditional classroomwith technologically enhanced socialization and active learning oppotunities of the online environment in order to support student learning more effectively than what is possible in a typical lecture room. In a case study to evaluate the effectiveness of the LAPTEL model in the context of UB, the Researcher found that it could provide students with opportunity for increased interactive engagement (more than that is normally possible in 'face-to-face-only' or 'online-only' environments), flexibility and cognitive scaffolding that enhanced their learning experience. The Researcher concludes that the LAPTEL model fits well in the UB context, and it may be adopted by other institutions working under similar contexts. / Teacher Education / D. Ed. (Didactics)

Extant literature indicates that web-based blended learning will become the most accepted mode of delivery in the near future as an alternative to traditional face-to-face instruction particularly in the higher education landscape due to its potential to provide increased access to education for more people, increased student engagement with the tutor, rich learning resources, peers, and external experts, and flexibility beyond the limits of classrooms without compromising quality. The study focused on developing a web-based blended learning model that could help reap the benefits of blended learning at the University of Botswana (UB). With this in mind, the research question, "How can a web-based blended learning environment be designed, developed and implemented at the University of Botswana?" was formulated. In order to address the research question, a six-dimensional model called LAPTEL was developed. The six dimentions are: Digital Leadership, Equitable Access, Active Participation, Authentic Tasks, Intellectual Engagement and Learning (LAPTEL); the first five dimentions are requisites to enable studnets to progress towards successful learning which is the sixth dimension. The LAPTEL model depicts guidelines on how to ensure equitable access for students to learning contexts, motivate and enable them to participate in meaningful educational processes, design and develop effective online as well as classroom learning materials (tasks), and engage students in active 'communityes of practice' in order to help them construct their own knowledge (learning) collaboratively under proper leadership. The Researcher considers it essential to have a complex interplay between the three components - active participation, authentic tasks and intellectual engagement to facilitate active, non-linear learning, and it will be catered for in the design, development and delivery of courses based on the LAPTEL model. The fact that these three dimensions have got features of both face-to-face and onlilne learning, integrated seamlessly, makes the LAPTEL a Web-based learning model. The overall aim was to develop a model of curriculum (re)design based on the student-centred pedagogical approaches that combine synergistically the effectiveness of traditional classroomwith technologically enhanced socialization and active learning oppotunities of the online environment in order to support student learning more effectively than what is possible in a typical lecture room. In a case study to evaluate the effectiveness of the LAPTEL model in the context of UB, the Researcher found that it could provide students with opportunity for increased interactive engagement (more than that is normally possible in 'face-to-face-only' or 'online-only' environments), flexibility and cognitive scaffolding that enhanced their learning experience. The Researcher concludes that the LAPTEL model fits well in the UB context, and it may be adopted by other institutions working under similar contexts. / Teacher Education / D. Ed. (Didactics)

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