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Using time-series data over a period of twelve months, Atlas.ti was employed to analyse the data extracted from Hello Peter, a South African online customer review and business platform, to assess Covid-19 customer reactions to e-services across South African pharmaceutical retailers. The focus was on the two largest retailers as they formed the bulk of the complaints. Multiple variables were grouped into relevant output variables. Content analysis was used as a guide in answering the research questions. Results showed that online pharmaceutical retailers had an attitude of no replies, equally ghosting customers. The study contribution is based on the understanding of customer reactions to the incidents of unacceptable online retailing services. The findings highlighted the profound implications on retailers to comprehend the importance of providing quality customer services to achieve customer satisfaction, leading to the establishment of profitable relationships, while also acknowledging that the implications were caused by the pandemic and could have been different. © 2023 The Author(s). This open access article is distributed under a Creative Commons Attribution (CC-BY) 4.0 license.
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The impact of the second Covid-19 wave on guests' evaluations of hotel services is scarce and mainly focused on Asia. We compared positive and negative comments of 1196 pre-pandemic reviews with 1065 reviews written during the pandemic of hotels in the heart of Europe. We found a significant drop in overall guest scores;however, guests commenting positively on the hotel's handling of the pandemic, rated their stay significantly higher. Furthermore, we observed substantial shifts in guests' comments on certain hotel attributes. Our findings provide, therefore, useful insights for hotel managers into guests' expectations and hotel experiences under strict safety conditions. © 2023 Informa UK Limited, trading as Taylor & Francis Group.
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Purpose: The purpose of this paper is exploring the effects of segment dynamic and temporal dynamic triggered by the COVID-19 pandemic on classifying service quality attributes, thereby formulating improvement strategies to satisfy customers and respond to threats. Design/methodology/approach: Given the dynamics of the attractive quality theory, this paper designs a framework with four phases by embedding techniques of text mining and deep learning based on evidence from online reviews. Findings: This paper figures out dynamics of service quality attributes for distinct segments and their dynamic proportion along with different stages of the pandemic. Another finding demonstrates segment dynamic and temporal dynamic effects of sentiments toward service quality attributes on customer satisfaction under the impacts of pandemic. Classification results and improvement strategies are derived for varying segments at different pandemic situations. Practical implications: This paper reveals dynamic effects on classifying service quality attributes, which contributes to assisting hospitality practitioners from different segments in improving service quality when facing with the challenges of crisis and potential risks. Originality/value: Given hospitality industry is time- and segment-sensitive, the authors achieve the quantification of dynamics of attractive quality theory and extend it into hospitality marketing and crisis management from the perspective of dynamics with evidence from online reviews. © 2022, Emerald Publishing Limited.
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Technology reviews are a specific article genre published in several language teaching and learning journals. Their emergence is likely due to the proliferation of technology that facilitates and supports language acquisition. These reviews aim to increase teachers' and learners' awareness of the forms of technology available and succinctly describe their benefits and limitations for language teaching and learning. As education enters a new digital age, accelerated by the COVID-19 pandemic, it is essential to determine which forms of technology support teachers' professional learning and how they can be utilized. This article presents a systematic review of technology reviews published between 2017 and 2022 in five Q1 SCOPUS-indexed language teaching and learning journals: RELC Journal, TESOL Journal, CALICO Journal, Language Learning and Technology and Teaching English as a Second Language Electronic Journal (TESL-EJ). These five journals were the only Q1 language teaching and learning journals we identified that publish technology reviews. All 73 technology reviews published in the 5-year period in the 5 journals were reviewed. Using professional digital competence as a framework, we explore what the articles reveal about how technology is used, as well as the knowledge gaps that remain. We examine the types and features of the technology described in the reviews, the language skills and educational levels of the learners, and the pedagogical implications of technology use. We found that the technology reviews mainly introduced the technological features and functions of the reviewed technologies with less emphasis placed on their pedagogical utilities and social aspects of their use for language teaching. The article concludes with recommendations for authors and journal editors regarding the content that should be included in a technology review to ensure that it is helpful to the profession. We also offer advice to practitioners on how to benefit from technology reviews. © The Author(s) 2023.
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Purpose: The ongoing COVID-19 pandemic has led to drastic changes in the lives of customers. Social isolation, financial difficulties, fear of being infected and many other factors have caused the psychological well-being of customers to deteriorate. By taking up the role of online reviews in the regulation of consumers' moods, this study aims to examine the changes that have occurred in online product ratings, as well as the negative tone and word counts of product reviews during the COVID-19 pandemic. Design/methodology/approach: This study examines the online reviews of 321 products in the pre-COVID, immediate COVID and extended COVID periods. This paper compares the changes that have taken place in product evaluations via various analysis of variance analyses. The authors also test the effect of COVID-related deaths on product evaluations via regression analyses. Findings: The results indicate that online product ratings decreased sharply just after the outbreak of COVID-19. The study also found that the tone of reviews was found to be more negative and the length of reviews appeared to be longer in comparison to the pre-COVID-19 period. The results also revealed that the product type (experience vs search) moderated the effect of the pandemic in online reviews and the impact of COVID-19 on online product reviews diminished in the later stages of the ongoing pandemic. Practical implications: Managers should be aware of the detrimental impact of pandemics on online product reviews and be more responsive to customer problems during the early stages of pandemics. Originality/value: To the best of the authors' knowledge, this is the first study that analyzes the effects of a pandemic on online product ratings and review content. As such, this study offers a timely contribution to the marketing literature. © 2021, Emerald Publishing Limited.
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Purpose: The purpose of this paper is to unearth various dimensions of employee experience (EX) and explore how pandemic impacted various EX factors using online employee reviews. The authors identify employee-discussed EX-factors and quantify the associated sentiments and importance. Design/methodology/approach: This paper employs Latent Dirichlet Allocation on the online employee reviews to identify the key EX-factors. The authors probe sentiments and importance associated with key EX-factors using sentiment analysis, importance analysis, regression analysis and dominance analysis. Findings: The result of topic modeling identifies 20 EX-factors that shape overall EX. While skill development plays a major role in shaping overall EX, employees perceived Salary and Growth as the most important EX-factor and expressed negative sentiments during the pandemic. Employee sentiments significantly influence overall EX. Practical implications: When employees have extensive change experience, managers should consider various facets of EX to manage the smooth change and deliver a better EX. This research offers key EX-factors to be considered by managers while dealing with employees. Online employee reviews websites are recommended to include the identified key EX-factors to comprehend the holistic EX. Originality/value: This study contributes to the growing literature on the employee experience as a concept by identifying various EX-factors. The authors expand the extant EX scales by identifying an inclusive and updated set of EX-factors. © 2023, Emerald Publishing Limited.
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Background The COVID-19 pandemic seriously affects human health and life. COVID-19 has been reportedly associated with a high risk of thrombotic events, which are closely associated with stroke. Objective To assess the effect and possible mechanism of COVID-19 on stroke morbidity, providing a reliable theoretical basis for scientific prevention and treatment of COVID-19 in stroke. Methods We searched databases of Web of Science, PubMed, EmBase, Cochrane Library, CNKI and Wanfang Data for cohort studies and case-control studies related to COVID-19 and stroke published from December 2019 to January 2022. Two researchers conducted literature screening and data extraction separately. The Newcastle-Ottawa Scale was used to assess the quality of included studies. Meta-analysis was used to evaluate the impact of COVID-19 on stroke mortality. Funnel plot was used to evaluate the potential publication bias. Results A total of 18 studies were included, 12 of them were of good quality, and other 6 were of fair quality. Meta-analysis showed that stroke patients with COVID-19 had higher mortality 〔RR=4.16, 95%CI(2.82, 6.13), P<0.000 01〕, prolonged prothrombin time (PT) 〔MD=0.78, 95%CI (0.35, 1.20), P=0.000 3〕, higher D-dimer level 〔MD=1.34, 95%CI(0.83, 1.84), P<0.000 01〕 and higher NIHSS score 〔MD=6.66, 95%CI (4.54, 8.79), P<0.000 01〕, as well as younger age 〔MD=-2.04, 95%CI(-3.48, -0.61), P=0.005〕 than those without COVID-19. There was no statistically significant difference in activated partial thromboplastin time between stroke patients with and without COVID-19 〔MD=2.51, 95%CI(-2.69, 7.71), P=0.34〕. Funnel plot assessing potential publication bias in the impact of COVID-19 on stroke mortality was basically symmetrical. Conclusion COVID-19 could increase the risk of stroke mortality, which may be related to alterations in the coagulation system manifested by abnormal PT and D-dimer level and so on. And the outcomes of stroke patients with COVID-19 were associated with age and NIHSS score at admission. © 2023 Chinese General Practice. All rights reserved.
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INTRODUCTION: Micronutrients are clinically important in managing COVID-19, and numerous studies have been conducted, but inconsistent findings exist. OBJECTIVE: To explore the association between micronutrients and COVID-19. METHODS: PubMed, Web of Science, Embase, Cochrane Library and Scopus for study search on July 30, 2022 and October 15, 2022. Literature selection, data extraction and quality assessment were performed in a double-blinded, group discussion format. Meta-analysis with overlapping associations were reconsolidated using random effects models, and narrative evidence was performed in tabular presentations. RESULTS: 57 reviews and 57 latest original studies were included. 21 reviews and 53 original studies were of moderate to high quality. Vitamin D, vitamin B, zinc, selenium, and ferritin levels differed between patients and healthy people. Vitamin D and zinc deficiencies increased COVID-19 infection by 0.97-fold/0.39-fold and 1.53-fold. Vitamin D deficiency increased severity 0.86-fold, while low vitamin B and selenium levels reduced severity. Vitamin D and calcium deficiencies increased ICU admission by 1.09 and 4.09-fold. Vitamin D deficiency increased mechanical ventilation by 0.4-fold. Vitamin D, zinc, and calcium deficiencies increased COVID-19 mortality by 0.53-fold, 0.46-fold, and 5.99-fold, respectively. CONCLUSION: The associations between vitamin D, zinc, and calcium deficiencies and adverse evolution of COVID-19 were positive, while the association between vitamin C and COVID-19 was insignificant.REGISTRATION: PROSPERO CRD42022353953.
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This report presents the work done on the design, publication, and impact of updates on evidence-based COVID-19 interventions, in order to support decision-making with updated evidence syntheses based on living systematic reviews of therapeutic interventions. To this end, a specific working group was created within the National Commission for Health Technology Assessment (CONETEC) of the Ministry of Health of Argentina, in collaboration with the Pan American Health Organization (PAHO). A methodology was designed to develop and publish assessment documents aimed at supporting decision-making. These update reports were based on the exploration of three areas: health effects, feasibility of implementation, and evidence-based recommendations. A color-coded system was used to present the conclusions according to the balance between their positive and negative effects in different clinical scenarios, in order to improve their interpretation and implementation. In 2021, 16 evidence synthesis reports were published (13 original reports and three full updates). These were downloaded many times from the CONETEC website and the Regional Database of Health Technology Assessment Reports of the Americas (BRISA), highlighting the need for robust, up-to-date, reliable evidence summaries adapted for implementation in the country's health system. Other challenges include constant updating of information, appropriate dissemination, and sustained rigorous preparation of the reports.
Este relatório tem como objetivo apresentar o trabalho realizado sobre o delineamento, publicação e impacto das atualizações para intervenções em COVID-19 baseadas em evidências, que visam fornecer sínteses de evidências atualizadas provenientes de revisões sistemáticas vivas sobre intervenções terapêuticas para apoiar a tomada de decisões. Para isso, foi criado um grupo de trabalho específico no âmbito da Comissão Nacional de Avaliação de Tecnologias de Saúde (CONETEC, na sigla em espanhol), do Ministério da Saúde da Argentina, em parceria com a Organização Pan-Americana da Saúde (OPAS). Foi desenhada uma metodologia para a elaboração e publicação de documentos de avaliação destinados a apoiar a tomada de decisões. Esses relatórios de atualização se basearam na exploração de três domínios: efeitos na saúde, viabilidade da implementação e recomendações baseadas em evidências. As conclusões foram adaptadas a uma escala semafórica de acordo com o equilíbrio entre os benefícios e os aspectos negativos para os diferentes cenários clínicos, de forma a melhorar a sua interpretação e aplicação. Durante o ano de 2021, foram publicados 16 relatórios de síntese de evidências (13 originais e 3 atualizações completas), que receberam um número significativo de consultas no site da CONETEC e da Base Regional de Informes de Avaliação de Tecnologias em Saúde das Américas (BRISA). Assim, tornou-se visível a necessidade de contar com resumos de evidências robustos, atualizados e confiáveis adaptados ao contexto de aplicação no sistema de saúde do país. A atualização constante das informações, sua divulgação adequada e a manutenção do rigor na elaboração dos relatórios também apresentam desafios.
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Background: In the aftermath of the COVID-19 pandemic, medical students and residents in the U.S. and globally have gained more exposure to teledermatology, both for the purposes of clinical practice and education. Objective: We conducted a systematic review to assess outcomes from teledermatology interventions for dermatology trainees in the U.S. and globally in accordance with Preferred Reporting Items for Systematic Reviews (PRISMA). Methods: We searched MEDLINE, EMBASE, Web of Science, and Cochrane CENTRAL for articles written in English and published database inception to November 20, 2022. Results: In total, 15 studies met the inclusion criteria. Outcomes reported ranged broadly from resident-provider concordance rates, diagnostic accuracy in comparison to control groups, number of patients seen, and self-reported satisfaction and improvement. Generally, studies indicated high satisfaction rates and improvement in educational outcomes among medical students, residents, and other trainees in the global health setting. Limitations: Because of the heterogeneity of study design and outcomes reported, meta-analysis could not be performed. Conclusion: Teledermatology can be successfully deployed for clinical care and education domestically and in the global health setting.
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With the promotion of carbon-peak and carbon-neutral strategies and the increase in green awareness, green development is gradually gaining attention, and the green supply chain management (GSCM) derived from traditional supply chain management is gradually becoming a path to promote green development. At the same time, enterprise, as an important source of pollution, how to consider social responsibility, such as environmental protection, in the process of ensuring efficiency improvement has become an important issue. To study the impact of GSCM on enterprise value and its path of action, this paper examines the impact of GSCM on enterprise value, explores the moderating effect of the risk-taking level, and further analyzes the dual moderating effect played by technological innovation capability and supply chain concentration. Based on the micro data of 131 Chinese listed enterprises from 2014 to 2021, a panel-regression model is used to illustrate how GSCM affects enterprise value, and the results show that: (1) GSCM can promote enterprise value;(2) the level of risk-taking strengthens the promoting effect of GSCM on enterprise value enhancement;and (3) the technological innovation capability negatively regulates the moderating effect of risk-taking, while the supply chain concentration positively regulates the moderating effect of risk-taking. The research results of this paper enrich the path of the effect of implementing of GSCM on enterprise value enhancement, i.e. the process of GSCM to enhance enterprise value is regulated by the level of enterprise risk-taking, while technological innovation capability and supply chain concentration will also regulate the level of enterprise risk-taking and thus promote enterprise value enhancement. This research not only extends the research perspective and enriches the existing research, but also provides a theoretical basis for enterprises to implement GSCM to promote value enhancement and improve the level of GSCM implementation and the green development of enterprises.
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Purpose: This paper aims to examine the impact of online reviews on behavioral intentions via perceived risk. Perceived risk is both analytical and emotional. Stimulus–organism–response (S–O–R) framework guided this study to explore the interaction between online reviews, perceived risk and behavioral intentions. Design/methodology/approach: The conceptual model proposed in this research has been validated using confirmatory factor analysis (CFA) and structural equation modeling to assess the measurement model and the validity of the scale, based on primary responses collected from 473 travelers. Findings: Findings of this study suggest the role of online consumer reviews in reducing the perceived risk associated with experience dominant services like tourism. Process model test proves the mediating role of perceived risk between online reviews and behavioral intentions. Results indicate the significance of online review in lowering the perceived risk leading to positive behavioral intentions. Practical implications: Destination marketing organizations (DMOs) should understand the role of online reviews in effectively reducing risk and uncertainty, thereby influencing behavioral intentions. Originality/value: This paper is unique in attempting to empirically examine the mediating role of perceived risk between online reviews and behavioral intentions. The study is a forerunner in using S–O–R framework to test the interaction between online review, perceived risk and behavioral intention. © 2023, Neha Yadav, Sanjeev Verma and Rekha Chikhalkar.
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PurposeTeam-based projects are being used at work in various industries and in education. This paper aims to share a training strategy that integrates training with casual games to effectively prepare individuals to perform better in team-based settings due to their acquisition of team skills combined with their knowledge of tools including a team charter, communication plan and conflict resolution plan.Design/methodology/approachA training module was developed, deployed and tested in a virtual classroom of an upper-level undergraduate business class to emulate real-world team experiences. In the study, 342 of the 631 participants enrolled chose to complete the optional training module, which included pre- and posttests followed by a perception survey. A quasi-experimental design was used to evaluate the impact of the training upon team skills including communication, conflict resolution and feelings of belonging.FindingsThe pre- and posttest results for trainees indicated a significant increase in team process and development knowledge, which included concepts such as communication, conflict resolution methods, roles, goal-setting and expectation-setting. Survey results indicated a correlation between completing the team training module and improved communication within teams, particularly for teams developing a communication plan in addition to a team charter and conflict resolution strategies.Originality/valueThis research contributes to the literature on preparing individuals for success in teams through training and education using interactive games, while equipping them with tools to contribute to favorable team dynamics and outcomes. The results are applicable to business, organizations and training settings that incorporate team-based projects in online, hybrid and face-to-face settings.
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The COVID‐19 pandemic has put online shopping at the forefront of retailing;however, the issue related to shopping cart abandonment remains an eternal nemesis of e‐retailers. To understand extant research on online shopping cart abandonment (OSCA), a framework‐based systematic literature review was conducted with the purpose of gaining more insights into existing studies in this context. Specifically, this review examined the literature related to OSCA in terms of theory, context, characteristics, and methods to provide (i) a comprehensive review of the current state of research and (ii) constructive future research agenda in the area. Using scientific procedures, a total of 52 research articles were retrieved from Scopus and Web of Science databases published during the period 2003–2022. The results revealed that most research was founded by the stimulus‐organism‐response (S‐O‐R) model and the buyer behavior theory, focused in the context of the United States and China, and appeared to use quantitative methods. As a result, this review is expected to assist researchers in better understanding the OSCA context, thus paving the way for further research and development in the area. In addition, providing practitioners with a better panorama to address the issue by expanding the literature review and highlighting the inhibiting factors of OSCA.
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PurposeThis paper aims to investigate the potential challenges that governments in the Commonwealth Caribbean are likely to face combating crimes facilitated by the dark Web.Design/methodology/approachThe "lived experience” methodology guided by a contextual systematic literature review was used to ground the investigation of the research phenomena in the researchers' collective experiences working in, living in and engaging in research with governments in the Commonwealth Caribbean.FindingsThe two major findings emerging from the analysis are that jurisdictional and technical challenges are producing major hindrances to the creation of an efficient and authoritative legislative framework and the building of the capacity of governments in the Commonwealth Caribbean to confront the technicalities that affect systematic efforts to manage problems created by the dark Web.Practical implicationsThe findings indicate the urgency that authorities in the Caribbean region must place on reevaluating their administrative, legislative and investment priorities to emphasize cyber-risk management strategies that will enable their seamless and wholesome integration into this digital world.Originality/valueThe research aids in developing and extending theory and praxis related to the problematization of the dark Web for governments by situating the experiences of Small Island Developing States into the ongoing discourse.
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In the recent two decades of recorded literature, energy poverty is increasingly understood as a multi-dimensional issue caused by the low-carbon energy transition. In this study, a literature review was performed, the outcome of which confirmed the contentious nature of energy poverty at the regional and international levels of analysis. Furthermore, the collected literature enabled the identification of those domains under which energy poverty is prevailing. The impacts of the current COVID-19 pandemic and the Russian-Ukrainian war on energy prices and energy poverty were also considered key issues of interest in recently published studies (published within the last five years). While all the collected studies in the literature review covered a wide geographical context worldwide, a comprehensive analysis of nurturing energy poverty sources and their consequences was primarily and foremost understood in the household sector, which was the research focus of this study, accordingly. Moreover, future research guidelines that should be drawn regarding energy poverty alleviation were also proposed. © 2023 by the authors.
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The purpose of this research is to understand the impact of the COVID-19 pandemic on the legal information profession within law firm libraries in Britain and Ireland. As the pandemic only began the year before commencing this research, few studies had been conducted on the topic, thereby a clear opening for this study emerged. This study uses a survey research strategy comprised of a mixed methods research approach. Desk research in the form of a literature review opens the study. A questionnaire and 5 semi-structured interviews were subsequently conducted. To understand the impact of the pandemic on the legal information profession within law firm libraries, the research objectives break the topic down into 4 areas that give insight into the consequences of the pandemic. The research found that A) working from home was the major impact faced due to the lockdown in spring 2020;B) use and spending on print resources declined;C) the role of legal information professionals has not significantly changed;and D) future legal information professionals will need to upskill due to technological developments and improve the image of the profession. Owing to the recent outset of the COVID-19 pandemic, it is important to compare the findings of this research to similar future studies to determine the validity of the results.
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Online consumer reviews play a pivotal role in boosting online shopping. After Covid-19, the e-commerce industry has been grown exponentially. The e-commerce industry is greatly impacted by the online customer reviews, and a lot of work has been done in this regard to identify the usefulness of reviews for purchasing online products. In this proposed work, predicting helpfulness is taken as binary classification problem to identify the helpfulness of a review in context to structural, sentimental, and voting feature sets. In this study, the authors implemented various leading ML algorithms such as KNN, LR, GNB, LDA and CNN. In comparison to these algorithms and other existing state of art methods, CNN yielded better classification results, achieving highest accuracy of 95.27%. Besides, the performance of these models was also assessed in terms of precision, recall, F1 score, etc. The results shown in this paper demonstrate that proposed model will help the producers or service providers to improve and grow their business.
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The purpose of this research was to address the gap in the existing literature on the multilingual aspect of language in psychotherapy with children and adolescents. This research aimed at interpreting possible meanings for clients of being multilingual in the therapeutic process as well as reflect on the influence of clients' multilingualism in the therapeutic relationship. The researcher used a systematic literature review (PRISMA guidelines, 2009) to select articles based on empirical qualitative/mixed studies with participants up to 25 years old or adults referring to childhood/adolescence. The researcher used thematic synthesis (Thomas & Harden, 2008) to extract, analyse and interpret data. The rigour of this study was enhanced by the use of auto‐ethnography as a source of evidence (McLeod, 2015). The auto‐etnography documents self‐reflections on personal experience of being multilingual contributing to deeper contextualised knowledge. The findings confirm previous research on the existence of a link between multilingualism and "identity" (Costa, 2020, p. 5). This research suggests that the meaning a client gives to bilingualism can be co‐constructed within an attuned therapeutic relationship. In this co‐construction journey, there is a significant opportunity for children and young people in finding their way through languages, hence reaching emancipation and affirmation in the world. The main limitation of this research relates to the fact that there are not many studies with children/young people. This led the researcher to also include studies based on a mixed sample and with adults referring to childhood/adolescence, which might have influenced the interpretation of findings. [ FROM AUTHOR]
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Purpose>Many studies have developed the corporate sustainability topic. The United Nations has implemented the 2030 Agenda and has brought "quality education” and "industry, innovation, and infrastructure” as two of the 17 Sustainable Development Goals. The educational processes in higher education can be focused on adding brand value and social value, and they can be promoting the social inclusion. In this sense, the purpose of this study is to answer some questions related to the corporate sustainability practices under the 2030 Agenda lenses in the Latin American higher educational scenario. After the literature review analysis, a conceptual framework was developed.Design/methodology/approach>This exploratory research study proposes an educational conceptual framework, improving the corporate sustainability under the 2030 Agenda lenses. A literature review was developed, involving the seven variables: "Latin America,” "higher education,” corporate social responsibility,” "personal social responsibility,” "corporate sustainability,” "governance” and "sustainability.” A matrix was developed with 25 variable combinations, connecting the seven variables. Three questions have been proposed and answered: "How much research has been developed in the Latin American higher education?” "How can the corporate social sustainability be applied in higher education?” and "Which perspectives can be considered?”Findings>The results of the literature review are presented through the number of papers found with the analysis of the year of publication and the conceptual background. A total of 524 papers were found. Of these studies, 49 addressed the Latin American panorama, 33 had a general approach and 16 promoted interactions between Latin American and European countries, as well as between regions and continents. Six topics emerged from the literature analysis: digital inclusion, internationalization, innovation, research, servitization and social inclusion. These topics are connected in the "discussion” section, and the educational conceptual framework shows the corporative perspectives on sustainability in higher education.Originality/value>This research study presents "A conceptual framework for the corporate sustainability higher education in Latin America” and it brings some discussion topics: digital inclusion, internationalization, innovation, research, servitization and social inclusion. These topics were identified through the literature analysis, and they were applied in the conceptual framework to improve the quality of education. The implications of this study are connected with the conceptual framework to promote the discussion topics. The implications involved the public and private governance spheres, third sector, as well as the professors, students and other stakeholders of higher educational institutions. These implications can represent an agent of positive change in the Latin American scenario.