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Sample records for affect customer performance

  1. A conceptual model for factors affecting the relationship between supply chain integration and customer delivery performance

    OpenAIRE

    Peyman Ghafari Ashtiani; Elahe Bosak

    2013-01-01

    Supply chain is a widely used concept around the world. Nowadays, companies need to integrate their production processes, from the raw materials to the end-user. Supply chain management is a phenomenon that achieves this in a way that ensures customers get reliable and fast service and high quality products at the lowest possible cost. There is very limited and sporadic research on supply chain integration and how it affects supply chain performance. Therefore there is no real understanding o...

  2. Do 'enabling technologies' affect customer performance in price-responsive load programs?

    Energy Technology Data Exchange (ETDEWEB)

    Goldman, Charles A.; Kintner-Meyer, Michael; Heffner, Grayson

    2002-05-15

    Price-responsive load (PRL) programs vary significantly in overall design, the complexity of relationships between program administrators, load aggregators, and customers, and the availability of ''enabling technologies''. Enabling technologies include such features as web-based power system and price monitoring, control and dispatch of curtailable loads, communications and information systems links to program participants, availability of interval metering data to customers in near real time, and building/facility/end-use automation and management capabilities. Two state agencies - NYSERDA in New York and the CEC in California - have been conspicuous leaders in the demonstration of demand response (DR) programs utilizing enabling technologies. In partnership with key stakeholders in these two states (e.g., grid operator, state energy agencies, and program administrators), Lawrence Berkeley National Laboratory (LBNL) and Pacific Northwest National Laboratory (PNNL) surveyed 56 customers who worked with five contractors participating in CEC or NYSERDA-sponsored DR programs. We combined market research and actual load curtailment data when available (i.e., New York) or customer load reduction targets in order to explore the relative importance of contractor's program design features, sophistication of control strategies, and reliance on enabling technologies in predicting customer's ability to deliver load reductions in DR programs targeted to large commercial/industrial customers. We found preliminary evidence that DR enabling technology has a positive effect on load curtailment potential. Many customers indicated that web-based energy information tools were useful for facilitating demand response (e.g., assessing actual performance compared to load reduction contract commitments), that multiple notification channels facilitated timely response, and that support for and use of backup generation allowed customers to achieve significant

  3. Effect of Customer Satisfaction on Company Performance

    Directory of Open Access Journals (Sweden)

    Petr Suchánek

    2015-01-01

    Full Text Available The subject of this article is customer satisfaction and its impact on company performance through satisfaction with its products, including a comparison with the competition. Research was conducted in search of factors which affect customer satisfaction on the one hand and the performance of the company on the other hand. We constructed a model explaining what specific factors (affecting customer satisfaction have an impact on the performance of a company. This model can help management to better run the business and achieve higher performance. The article is based on research that focused on companies in the food industry in Czech Republic and on their customers. First, we found the financial performance of surveyed companies (based on indicators ROA, ROE and assets turnover and on this basis they have been divided on companies efficient and inefficient. Furthermore factors were identified (based on previous research of authors that have an impact on customer satisfaction (among these factors include product quality, customer requirements for product, comparison with competitive products, etc.. With the use of non-parametric statistical methods, logistic regression and discriminant analysis was analyzed, what factors affecting customer satisfaction also affect business performance.

  4. EXPLORE SIGNIFICANT FACTORS TO AFFECT CUSTOMER INVOLVEMENT

    Directory of Open Access Journals (Sweden)

    Yu-Jia Hu

    2012-01-01

    Full Text Available Although literature review supported the concept that customer loyalty, brand equity and perceived risk are significant factors to affect customer involvement, very limited studies have extensively examined the relationship among those variables. This research applied quantitative study to comprehensively explore the relationship between customer loyalty, brand equity, perceived risk and customer involvement for consumers. The population for this research was identified as consumers having the shopping experience for digital camera. The findings supported the hypothesis that customer loyalty, brand equity and perceived risk have significant and positive relationship to customer involvement. The findings identified the predictors of customer loyalty, brand equity and perceived risk on the customer involvement and generated the recommendations for corporate operations and future scholar studies.

  5. A Study to Investigate the Effect of Customer Value on Customer Satisfaction, Brand Loyalty and Customer Relationship Management Performance

    Directory of Open Access Journals (Sweden)

    Berrin Onaran,

    2013-04-01

    Full Text Available Beyond satisfying needs, customer value is the key to establish and maintain long run relationships. Hence, providing excellent customer value as a driving force of customer relationships management performance plays a key role in gaining sustainable competitive advantage. The aim of this research is to investigate the relationships among dimensions of customer value, customer satisfaction, brand loyalty and customer relationship management performance. Data obtained from customers of thermal hotels in Afyon, was analyzed by using Structural Equation Modeling (SEM. Results reveal that emotional value being the most influential dimension and social value being the least influential one, dimensions of customer value affect customer satisfaction directly by 80%. Besides, it is revealed that customer satisfaction has strong effect on customer relationship management performance and brand loyalty and considerable part of this effect is mediated by the indirect effect of customer value. Thus, we can say that dimensions of customer value has an indirect effect on customer relationship management performance and brand loyalty mediated by customer satisfaction.

  6. Performance and job satisfaction of employees as well as customers satisfaction affect by organizational environment – An applied study on Gumhouria bank, Libya

    Directory of Open Access Journals (Sweden)

    Mohieddin Almanae

    2013-01-01

    Full Text Available This study conducted on Gumhouria Bank and dealing with the role played by the organizational environment on performance and functional satisfaction of the employees. The relevant effect on the customer’s satisfaction indicate that the various elements of the organizational environment have effect on the functional performance and satisfaction of the customers. For raising performance and achieving satisfaction of the employees and customers, elements should be taken into consideration and improvement thereof and solving the problems encountering them. The relationship between the organizational environment and the functional performance is progressive and positive. Whenever the organizational environment increases, the functional performance increases, which, in turn, affects the functional satisfaction degree with the employees. The results indicated effect of the organizational environment on the customer’s satisfaction with the banking services provided. This may be resulting from the effect of organizational environment on the job performance and satisfaction (positive or negative which, in turn led to achieving satisfaction or dissatisfaction of the customers.

  7. Store manager performance and satisfaction: effects on store employee performance and satisfaction, store customer satisfaction, and store customer spending growth.

    Science.gov (United States)

    Netemeyer, Richard G; Maxham, James G; Lichtenstein, Donald R

    2010-05-01

    Based on emotional contagion theory and the value-profit chain literatures, the present study posits a number of hypotheses that show how managers in the small store, small number of employees retail context may affect store employees, customers, and potentially store performance. With data from 306 store managers, 1,615 store customer-contact employees, and 57,656 customers of a single retail chain, the authors examined relationships among store manager job satisfaction and job performance, store customer-contact employee job satisfaction and job performance, customer satisfaction with the retailer, and a customer-spending-based store performance metric (customer spending growth over a 2-year period). Via path analysis, several hypothesized direct and interaction relations among these constructs are supported. The results suggest implications for academic researchers and retail managers. PsycINFO Database Record (c) 2010 APA, all rights reserved.

  8. Mechanisms linking employee affective delivery and customer behavioral intentions.

    Science.gov (United States)

    Tsai, Wei-Chi; Huang, Yin-Mei

    2002-10-01

    Past empirical evidence has indicated that employee affective delivery can influence customer reactions (e.g., customer satisfaction, service quality evaluation). This study extends previous research by empirically examining mediating processes underlying the relationship between employee affective delivery and customer behavioral intentions. Data were collected from 352 employee-customer pairs in 169 retail shoe stores in Taiwan. Results showed that the influence of employee affective delivery on customers' willingness to return to the store and pass positive comments to friends was indirect through the mediating processes of customer in-store positive moods and perceived friendliness. The study also indicated that employee affective delivery influences customers' time spent in store, which, in turn, influences customer behavioral intentions.

  9. Mass Customization and Performance Assessment

    DEFF Research Database (Denmark)

    Storbjerg, Simon Haahr; Brunø, Thomas Ditlev; Nielsen, Kjeld

    2014-01-01

    Mass customization (MC) has been introduced as the future of manufacturing, and great results have been proven. Recent research, however, documents a high failure rate for companies trying to adapt to MC as a business strategy. Making this transition is, as highlighted by several scholars...

  10. A Study to Investigate the Effect of Customer Value on Customer Satisfaction, Brand Loyalty and Customer Relationship Management Performance

    OpenAIRE

    Berrin Onaran; Zeki Atil Bulut,; Alparslan Ozmen

    2013-01-01

    Beyond satisfying needs, customer value is the key to establish and maintain long run relationships. Hence, providing excellent customer value as a driving force of customer relationships management performance plays a key role in gaining sustainable competitive advantage. The aim of this research is to investigate the relationships among dimensions of customer value, customer satisfaction, brand loyalty and customer relationship management performance. Data obtained from customers of thermal...

  11. A Study to Investigate the Effect of Customer Value on Customer Satisfaction, Brand Loyalty and Customer Relationship Management Performance

    OpenAIRE

    Berrin Onaran,; Zeki Atil Bulut,; Alparslan Ozmen

    2013-01-01

    Beyond satisfying needs, customer value is the key to establish and maintain long run relationships. Hence, providing excellent customer value as a driving force of customer relationships management performance plays a key role in gaining sustainable competitive advantage. The aim of this research is to investigate the relationships among dimensions of customer value, customer satisfaction, brand loyalty and customer relationship management performance. Data obtained from customers of thermal...

  12. Provider Customer Service Program - Performance Data

    Data.gov (United States)

    U.S. Department of Health & Human Services — CMS is continuously analyzing performance and quality of the Provider Customer Service Programs (PCSPs) of the contractors and will be identifying trends and making...

  13. Conducting a Customer-Focused Performance Analysis.

    Science.gov (United States)

    Grant, David A.; Moseley, James L.

    1999-01-01

    Explains how to conduct an organization's performance analysis that focuses on customer needs by identifying the desired state, determining the current state, and identifying the current or predicted gap in performance. Considers the organization's mission, a vision or strategic plan, the organization's cultural values, and organizational goals.…

  14. Customer Experience Management and Business Performance

    DEFF Research Database (Denmark)

    Grønholdt, Lars; Martensen, Anne; Jørgensen, Stig

    2014-01-01

    Purpose – The purpose of this paper is to examine how essential dimensions of customer experience management (CEM) drive business performance in Danish companies. Methodology/approach – An empirical study is conducted to investigate the relationships between seven CEM dimensions, differentiation...

  15. Factors Affecting Customer Satisfaction in Mobile Telecommunication Industry in Bangladesh

    Directory of Open Access Journals (Sweden)

    Md. Rahman

    2014-06-01

    Full Text Available Identification of factors responsible for customer satisfaction is a key concern of marketing scholars and marketers in now a days and it will remain in the future. There is considerable evidence that quality factors affecting customer satisfaction in numerous ways. However, this empirical study is initiated to find out what particular factors responsible for customer satisfaction in the mobile tel- ecommunication industry in Bangladesh. 282 samples have been collected through structured questionnaire; study reveals that service innovativeness, service reli- ability, service competitiveness and service consistency have significant influence on making customer satisfied and the operator’s network/signal coverage, pricing, offering, fulfillment of customer demand, value added service, brand value and op - erators contribution for society have insignificant influences on making customer satisfied at five percent level of significant at multiple regression analysis. On the basis of these findings; study concludes that in promoting customer satisfaction mobile service providers should be concerned for factors responsible for insignifi- cant influence on customer satisfaction and care of those factors have significant influence on promoting customer satisfaction in telecommunication industry in Bangladesh.

  16. Customer Experience Management and Business Performance

    DEFF Research Database (Denmark)

    Grønholdt, Lars; Martensen, Anne Duhr; Jørgensen, Stig

    2015-01-01

    Purpose: – The purpose of this paper is to examine how essential dimensions of customer experience management (CEM) drive business performance in Danish companies. Design/methodology/approach: – An empirical study is conducted to investigate the relationships between seven CEM dimensions, differe......Purpose: – The purpose of this paper is to examine how essential dimensions of customer experience management (CEM) drive business performance in Danish companies. Design/methodology/approach: – An empirical study is conducted to investigate the relationships between seven CEM dimensions......: – The findings provide evidence that the seven CEM dimensions influence differentiation, market performance and financial performance. High-performing companies differ significantly from low-performing companies with regard to how they master the CEM, meaning that those companies which incorporate superior...... customer experience into their products and service enjoy measurable financial success. Research limitations/implications: – This study is limited to the seven identified CEM dimensions in Danish companies. Practical implications: – This study has clear implications in terms of identifying and measuring...

  17. Analysis of the Variables that Affect Bookstore Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Elis Ratna Wulan

    2015-06-01

    Full Text Available Competition, which becomes more widespread, complex, and intense, drives companies to must be able to see the various opportunities that exist and to identify strategies for creating customer satisfaction. As an example of a company must be able to produce products with good quality, reasonable price, facilities, and companies are able to create a positive image in the eyes of consumers. This strategy is quite important in facing the competitive level of competition with rival firms. This research is aimed to analysis simultaneously or partially positive effect of the facilities, prices and corporate image on customer satisfaction, as well as analyzing the most dominant variable in effecting bookstore customer satisfaction.  Data used in this research are primary data from Tmbookstore customer in Cianjur city, West Java Indonesia, which were collected from respondents using valid and reliable questionnaire. A total of 100 respondents were selected from Tmbookstore visitors by accidental sampling. Data were analyzed using multiple regression analysis. Results of the research indicate that product, price, location, and simultaneously affect to bookstore consumer satisfaction. Partially, only two of the three variables that affect bookstore consumer satisfaction namely price and company image. Image of the company is the most a dominant impact on bookstore customer satisfaction.

  18. Analysis of the Variables that Affect Bookstore Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Elis Ratna Wulan

    2016-02-01

    Full Text Available Competition, which becomes more widespread, complex, and intense, drives companies to must be able to see the various opportunities that exist and to identify strategies for creating customer satisfaction. As an example of a company must be able to produce products with good quality, reasonable price, facilities, and companies are able to create a positive image in the eyes of consumers. This strategy is quite important in facing the competitive level of competition with rival firms. This research is aimed to analysis simultaneously or partially positive effect of the facilities, prices and corporate image on customer satisfaction, as well as analyzing the most dominant variable in effecting bookstore customer satisfaction. Data used in this research are primary data from Tmbookstore customer in Cianjur city, West Java Indonesia, which were collected from respondents using valid and reliable questionnaire. A total of 100 respondents were selected from Tmbookstore visitors by accidental sampling. Data were analyzed using multiple regression analysis. Results of the research indicate that product, price, location, and simultaneously affect to bookstore consumer satisfaction. Partially, only two of the three variables that affect bookstore consumer satisfaction namely price and company image. Image of the company is the most a dominant impact on bookstore customer satisfaction.

  19. INFLUENCE OF CUSTOMER VALUES AND SELF-IMAGE CONGRUITY ON CUSTOMER BEHAVIOR-BASED CRM PERFORMANCE

    OpenAIRE

    Mandy Loh; Maisarah Ahmad; Suhaila Abdul Kadir; Syed Shah Alam

    2015-01-01

    The purpose of this study is to investigate the influence of the key dimensions of customer value (functional value, emotional value, social value, and perceived sacrifice) and self-image congruity on customer-behavior based CRM performance. The study also attempts to investigate on the effect of key dimensions of customer value and self-image congruity on customer satisfaction and brand loyalty. The research model for this study was adopts an integrated framework from a previous study, and a...

  20. Performance Indicators in the Customer Relationship

    OpenAIRE

    Jeflea Victor

    2011-01-01

    In the early years of direct marketing, much of the growth in revenue took place through the acquisition of new customers. Today, however, markets are more saturated. New customers are gained mainly at the expense of competitors. This makes it more difficult and expensive to acquire new customers. To compensate, many companies are relying on their current customer base to generate the bulk of their profits. They are staying competitive by placing more emphasis on developing new products and s...

  1. Factors Affecting Customer Retention in the Airline Industry

    Directory of Open Access Journals (Sweden)

    Raghda Climis

    2017-01-01

    Full Text Available Purpose: This study empirically investigated the factors that affect customer retention in the airline industry in North Cyprus. These factors were service quality attributes, perceived safety, customer satisfaction, loyalty reward program, relationship commitment and customer loyalty. The study also investigated four different groups for purposes of travel (business, education, vacation and family visit in the empirical model. Methodology: A descriptive approach was chosen to conduct this research. A quanhip between customer retention and the related study factors; however, not all of these relations are signifcant. The results also showed that the different purposes of travel had different influences on the variables regarding the positive and signifcant relations between them. Some independent variables had a negative effect on the dependent variables. Conclusions: This research was limited to one group and place: the students of Eastern Mediterranean University in North Cyprus. Originality: This study connected the retention, loyalty, satisfaction and service quality factors as attributes. In addition, this research was the frst to include other independent factors affecting satisfaction and loyalty in a comparison between four different groups regarding the purpose of travel in the airline industry.

  2. The Impact of IT Capability on Employee Capability, Customer Value, Customer Satisfaction, and Business Performance

    Science.gov (United States)

    Chae, Ho-Chang

    2009-01-01

    This study empirically examines the impact of IT capability on firms' performance and evaluates whether firms' IT capabilities play a role in improving employee capability, customer value, customer satisfaction, and ultimately business performance. The results were based on comparing the business performance of the IT leader companies with that of…

  3. The Impact of IT Capability on Employee Capability, Customer Value, Customer Satisfaction, and Business Performance

    Science.gov (United States)

    Chae, Ho-Chang

    2009-01-01

    This study empirically examines the impact of IT capability on firms' performance and evaluates whether firms' IT capabilities play a role in improving employee capability, customer value, customer satisfaction, and ultimately business performance. The results were based on comparing the business performance of the IT leader companies with that of…

  4. THE DIRECT AND INDIRECT EFFECTS OF CUSTOMER FOCUS ON PERFORMANCE IN PUBLIC FIRMS

    Directory of Open Access Journals (Sweden)

    Zulnaidi Yaacob

    2014-06-01

    Full Text Available It has been demonstrated within the literature that the practice of customer focus is significantly associated with customer satisfaction. However, the possibility that the construct of customer focus may affect other relevant measures remains underexplored. As such, this paper discusses the effect that customer focus has on organizational performance, operating upon the premise that customer satisfaction is an end result of other relevant performance measures such as employee satisfaction, innovation, and cost benefits. Data were collected from 205 managers within the public service sector, all of whom were directly involved with the process of customer focus. The results of this study revealed that customer focus is a significant predictor of employee satisfaction, innovation, and customer satisfaction. The structural model developed also indicated that there is an indirect relationship between customer focus and customer satisfaction, as determined by employee satisfaction. In addition, the effect of customer focus on innovation is mediated by employee satisfaction. Therefore, this model implies that the practice of customer focus may enable public firms to increase their levels of performance.

  5. The Effects of Customer Voice on Hotel Performance

    DEFF Research Database (Denmark)

    Assaf, A. George; Josiassen, Alexander; Cvelbar, Ljubica Knežević

    2015-01-01

    This paper investigates the effects of two critical customer voice variables on hotel performance. Specifically, the research provides a customer equity model in which the influences of both customer satisfaction and complaints are considered. The impact of the customer voice variables on hotel...... performance is investigated while considering the potential for moderating effects by hotel size and star rating. We use a more robust approach to measure firm performance than is traditionally used in satisfaction-performance studies. Finally the paper reports on the results of these investigations...

  6. INFLUENCE OF CUSTOMER VALUES AND SELF-IMAGE CONGRUITY ON CUSTOMER BEHAVIOR-BASED CRM PERFORMANCE

    Directory of Open Access Journals (Sweden)

    Mandy Loh

    2015-10-01

    Full Text Available The purpose of this study is to investigate the influence of the key dimensions of customer value (functional value, emotional value, social value, and perceived sacrifice and self-image congruity on customer-behavior based CRM performance. The study also attempts to investigate on the effect of key dimensions of customer value and self-image congruity on customer satisfaction and brand loyalty. The research model for this study was adopts an integrated framework from a previous study, and adds new element into it. This study has chosen to examine the framework in the retail industry, specifically hypermarket in Malaysia, where the adoption of CRM tools is increasing incrementally. The study target on the Generation Y who believed will be the future driver of retail industry. The findings show that perceived sacrifice appears to be a critical customer perceived value in influencing the customer behavior-based CRM performance and customer satisfaction. This study show that brand loyalty would directly influence the customer behavior-based CRM performance. Perceived sacrifice and brand loyalty should be focused when trying to improve the performance of CRM.

  7. Customer Satisfaction, Product Quality and Performance of Companies

    Directory of Open Access Journals (Sweden)

    Suchánek Petr

    2015-01-01

    Full Text Available This paper presents an analysis of quality, customer satisfaction and business performance in food industry. The main objective of the research is to determine the influence of quality on customer satisfaction and on business performance and competitiveness. In particular, this paper answers the following research question: Does the quality of a product result in a satisfied customer and thereby in a well-performing business? Customer satisfaction is defined as the satisfaction of the customer with a product and the business performance as a capability to generate profit. Therefore, satisfaction was examined by the means of a survey using questionnaires, and the performance was measured by financial data. We managed to find a correlation between the main factors, although partial results were due more factors mostly statistically insignificant.

  8. Customers' values, beliefs on sustainable corporate performance, and buying behavior

    NARCIS (Netherlands)

    Collins, Christy M.; Steg, Linda

    2007-01-01

    Sustainable corporate performance (SCP) requires balancing a corporation's economic, social, and environmental performance. This research explores values, beliefs about the importance of SCP, and buying behaviors of supermarket customers from within a stakeholder framework. Beliefs about the importa

  9. Impact of Customer Retention Practices on Firm Performance

    OpenAIRE

    K. Gengeswari; P. Padmashantini; S.A. Sharmeela-Banu

    2013-01-01

    Customer retention has become the buzzword among both practitioners and academics due to its significant impact towards the improvement in firm performance. Though firm performance is normally evaluated using financial measures, this paper has utilized non-financial measure i.e. customer satisfaction. This is due to the appropriateness of its application to measure performance of service-oriented (retail) firms. This study was conducted using mall-intercept surveys at AEON Perak, Malaysia whe...

  10. Performance in Service Marketing from Philosophy to Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    Victor Danciu

    2007-08-01

    Full Text Available The contribution of services to the development of every national economy is in the progress,they becoming the major contributor to the gross national product of most countries. In their turn, thecustomers become more demanding and powerful in their relationship with service providers. They askfor more and new relationship. The appropriate new marketing, known as Relationship Marketing, looksto engage the customer interactively in the many steps of creating value which is later shared betweenservice provider and customer. This requires to focus on long-term customer relationship. In order toestablish and maintain long-term relationship, the relationship marketing should understand customerexpectations, know the customers, evaluate services process, obtain a proper service quality and adequatelymanage customers’ relationships. The service customer’s is placed on an expectation range to afive dimension scale and have two levels which may be analyzed into a model of service. A stimulus forrelationship marketing performance may be the quality of service. The objective and subjective quality ofservice is essential for the service customer relationship management. In order to reach the goal ofretaining actual customers, service companies should be prepared to spot customers who leave and thenanalyze and act on information they provide. Managers should make sure the entire organization understandthe importance of keeping customers and encourage employees to pursue zero defections by tryingincentives, planning, and budgeting to defections targets. Most important, managers use defections as avehicle for continuously improving the quality and value of the service they provide to customer.

  11. Impact of Customer Retention Practices on Firm Performance

    Directory of Open Access Journals (Sweden)

    K. Gengeswari

    2013-07-01

    Full Text Available Customer retention has become the buzzword among both practitioners and academics due to its significant impact towards the improvement in firm performance. Though firm performance is normally evaluated using financial measures, this paper has utilized non-financial measure i.e. customer satisfaction. This is due to the appropriateness of its application to measure performance of service-oriented (retail firms. This study was conducted using mall-intercept surveys at AEON Perak, Malaysia whereby, it collected 200 completed questionnaires. Hierarchical regression analysis was employed to examine the impact of customer retention towards firm performance alongside with the demographic profiles as the moderator. Four dimensions of customer retention namely word-of-mouth, price insensitivity, repeat purchase and non-complaining behavior as well as demographic profiles are found to significantly influence firm performance (customer satisfaction. Hence, it is recommended that practitioners should be more considerate towards enriching the said dimensions of customer retention in order to leverage its promising potential.

  12. IT Performance Dashboard: Customer Service Dashboard

    Data.gov (United States)

    Department of Veterans Affairs — The IT Performance Dashboard is a trusted source for IT performance information across VA. This is available only on the VA intranet. The dashboard is a collection...

  13. Factors Affecting Customer Loyalty of Fitness Centers: An Empirical Study

    Directory of Open Access Journals (Sweden)

    Livia Vania Suwono

    2016-04-01

    Full Text Available Awareness of healthy lifestyle in society is increasing day by day. Therefore, the fitness centers more motivated to focus on these business opportunities. Hence, it is important for companies to understand how to satisfy consumers to obtain consumer loyalty. Main variables were applied to predict customer loyalties areswitching cost, customer value, physical environment, and customer satisfaction. Data was collected through questionnaires distribution to students at private university in Tangerang. Data then was analyzed to by applying multipleregressionswith SPSS software. The results showed that there are three hypotheses are supported. The hypothesis is the relationship between switching cost and customer value, the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer loyalty. There is a hypothesis that is not supported, namely the relationship between the physical environment and customer satisfaction. This study also provides a discussion and offers direction for further research.Kesadaran akan hidup sehat dalam masyarakat semakin meningkat. Oleh karenaitu, perusahaan-perusahaan pusat kebugaran termotivasi untuk focus pada peluang bisnis ini. Dengan demikian, pemahaman akan kepuasan konsumen yang dapat menjadikan konsumen semakin loyal adalah penting bagi perusahaan. Penelitian ini focus pada variable biaya perpindahan, nilai yang diterima konsumen, lingkungan fisik, dan kepuasan konsumen dalam memprediksi loyalitas konsumen. Data dikumpulkan melalui penyebaran kuesioner pada mahasiswa di sebuah universitas swasta. Data kemudian dianalisis dengan menggunakan regresi berganda. Hasil penelitian menunjukkan bahwa terdapat tiga hipotesis yang didukung. Hipotesis tersebut adalah hubungan antara biaya perpindahan dan nilai yang diterima konsumen, hubungan antara nilai yang diterima konsumen dan kepuasan konsumen, dan hubungan antara kepuasan konsumen dan loyalitas konsumen

  14. Customer Satisfaction Affects the Customer Loyalty: Evidence from Telecommunication Sector in Pakistan

    Directory of Open Access Journals (Sweden)

    Mian Usman Sattar

    2012-06-01

    Full Text Available The aim of the study is to reveal the relation between customer satisfaction and customer loyalty in telecommunication sector of Pakistan. Government took dramatic and drastic steps to make this industry a larger player in the economy. Low prices and high service quality made the industry grow at alarming rate. The qualitative research was conducted from 104 professionals of Pakistan, with a questionnaire and factor analysis was further used to confirm the analysis.

  15. Analysis of the Variables that Affect Bookstore Customer Satisfaction

    National Research Council Canada - National Science Library

    Elis Ratna Wulan; Uus Ahmad Husaeni

    2015-01-01

    .... This research is aimed to analysis simultaneously or partially positive effect of the facilities, prices and corporate image on customer satisfaction, as well as analyzing the most dominant variable...

  16. Analysis of the Variables that Affect Bookstore Customer Satisfaction

    National Research Council Canada - National Science Library

    Wulan, Elis Ratna; Husaeni, Uus Ahmad

    2016-01-01

    .... This research is aimed to analysis simultaneously or partially positive effect of the facilities, prices and corporate image on customer satisfaction, as well as analyzing the most dominant variable...

  17. Factors Affecting Customer Retention Toward Internet Banking in Malaysia

    OpenAIRE

    Hishamuddin Bin Ismail; Mohammad Fateh Ali Khan Panni

    2009-01-01

    Information and communication technology (ICT) is not a strange medium anymore in business operation nowadays. Most businesses regardless of their industries try to equip themselves with the development of ICT. Polatoglu and Ekin (2001) viewed Internet banking as very attractive to banks and to consumers who have higher acceptance of new technology. The purpose of the study is to find out the extent of the effect of the customer demographics on the online customer retention of the internet ba...

  18. Documentation of Customer Management Processes: Regards for MSCs Performance

    Directory of Open Access Journals (Sweden)

    Hassan Khalili

    2014-07-01

    Full Text Available This study seeks the role of documentation of customer management processes on MSCs performance. Customer management processes includes: customer acquisition and customer retention that document the process helps sales managers in better planning. The population of the research is firms of industrial state of East Azerbaijan and Fars Provinces. The questionnaire gathered as an email and firm Attending survey, the dataset involved responses from sales and directors of the 127 firms. KMO and Bartlett's sphericity index for sampling adequacy was used the results indicate that the number of samples is suitable for factor analysis. Construction validation, so Cronbach's alpha, Spearman-Brown coefficient and Guttman split-half Coefficient was used to assess questionnaire that results show that the instrument has good validity and reliability. The regression analysis and path analysis have used for analyzing data and testing the research hypothesizes. In accordance with the results of simple linear regression analysis, documentation in compared management practices to facilitate employee and customer relationships for predict of performance has no information relative content. In addition, environmental turbulence has a negative impact on performance. But the results of hierarchical regression analyzes showed that documentation has information valuable content for predict of performance. Finally, ‎ the results of article have presented ‎solutions to salesperson and managers, and will help academics to understand the documentation CM processes.

  19. Does Innovating Customer Relationship Management Improve Firm Performance?

    DEFF Research Database (Denmark)

    Geersbro, Jens; Ritter, Thomas

    Based on an empirical study of more than 400 B2B firms, this paper investigates the role of innovating a firm’s customer relationship management capability on firm performance. There is a lot of evidence for the positive impact of customer relationship management capability on firm performance...... seem to drive relationship management innovation but contrary to expectations, competitor intensity is negatively correlated with innovation; the more intense competition the less innovation. In conclusion we identify managerial implications and suggest avenues of further research........ This paper advances this stream of literature by analyzing whether or not investments into developing a firm’s customer relationship capability increase firm performance. The findings illustrate that although relationship management innovation (defined as new (to the firm) processes, systems and tools...

  20. STUDY OF FACTORS AFFECTING CUSTOMER BEHAVIOUR USING BIG DATA TECHNOLOGY

    OpenAIRE

    Prabin Sahoo; Dr. Nilay Yajnik

    2014-01-01

    Big data technology is getting momentum recently. There are several articles, books, blogs and discussion points to various facets of big data technology. The study in this paper focuses on big data as concept, and insights into 3 Vs such as Volume, Velocity and Variety and demonstrates their significance with respect to factors that can be processed using big data for studying customer behaviour for online users.

  1. Analysis of the Variables that Affect Bookstore Customer Satisfaction

    OpenAIRE

    Elis Ratna Wulan; Uus Ahmad Husaeni

    2016-01-01

    Competition, which becomes more widespread, complex, and intense, drives companies to must be able to see the various opportunities that exist and to identify strategies for creating customer satisfaction. As an example of a company must be able to produce products with good quality, reasonable price, facilities, and companies are able to create a positive image in the eyes of consumers. This strategy is quite important in facing the competitive level of competition with rival firms. This res...

  2. Performance measures for mass customization strategies in an ETO environment

    DEFF Research Database (Denmark)

    Bonev, Martin; Hvam, Lars

    2013-01-01

    When following mass customization (MC) principles, manufacturing companies have to consider several aspects. Complexity is thereby seen as a major challenge to be handled. Especially for ETO companies the movement towards MC is much more complex, as products are not standardized, processes are se...... are seldom automated and little control over the customer portfolio is obtained. Based on case studies, this research proposes a new way of effectively and efficiently implementing MC strategies. It closely investigates deviations between contribution margins and between pre- and post......-calculations of operational measures. The results show the negative impact of high deviations on the cor-responding performance....

  3. FACTORS AFFECTING CUSTOMER E-READING TO EMBRACE AUTO E-INSURANCE IN IRAN

    OpenAIRE

    Ali Akbar Bromideh

    2012-01-01

    A paucity of attention has been taken to e-readiness from customer point of view, despite extensive studies in e-readiness topics. This study examined the factors influencing customer e-readiness to adopt e-insurance. we used a questionnaire and analyzed the data uing SEM. We found that age and human interaction negatively affected customer e-readiness and perceived compatibilty, ease of use and role clarity were at the top of positively influencing factors.

  4. Performance appraisals: never mind the boss, please the customer.

    Science.gov (United States)

    Nevling, H R

    1992-01-01

    Compares the general conception of the performance appraisal system as evidenced in yesterday's and today's attitudes and goes on to prognosticate the approach of tomorrow. Radically proposes the removal of such a system altogether, switching from performance appraisal to systems analysis, involving feedback from external (customer/supplier) as opposed to internal (management) sources. Also extends the paradigm shift to salaries, communications and promotion, and highlights training as a vital component, if Deming's seminal eleventh and twelfth points are to be realized.

  5. Factors affecting pharmacy engagement and pharmacy customer devotion in community pharmacy: A structural equation modeling approach.

    Science.gov (United States)

    Nitadpakorn, Sujin; Farris, Karen B; Kittisopee, Tanattha

    2017-01-01

    The concept of customer engagement and devotion has been applied in various service businesses to keep the customers with business However, a limited number of studies were performed to examine the context of customer engagement and devotion in pharmacy business which focus on the impact of customer perceptions about pharmacists, perceived quality of pharmacy structure, medication price strategy on pharmacy engagement and pharmacy customer devotion in a pharmacy providing pharmaceutical care to the customers. This study aimed to assess a conceptual model depicting the relationships among customer perceptions about pharmacists, pharmacy quality structure, medication price, customer engagement, and customer devotion. And also aimed to assess and measure if there is a direct or indirect relationship between these factors. A quantitative study was conducted by using self-administered questionnaires. Two hundred and fifty three customers who regularly visited the pharmacy were randomly recruited from a purposively selected 30 community pharmacies in Bangkok. The survey was completed during February to April 2016. A structural equation model (SEM) was used to assess the direct and indirect relationships between constructs. A total of 253/300 questionnaires were returned for analysis, and the response rate was 84%. Only perceptions about pharmacist in customers receiving professional pharmacy services was statically significant regarding relationship with pharmacy engagement (beta=0.45). Concurrently, the model from empirical data fit with the hypothetical model (p-value = 0.06, adjusted chi-square (CMIN/DF)=1.16, Goodness of Fit Index (GFI)=0.93, Comparatively Fit Index (CFI)=0.99, and Root Mean Square Error Approximation (RMSEA)=0.03). The study confirmed the indirect positive influence of customer perceptions about pharmacist on pharmacy customer devotion in providing pharmacy services via pharmacy engagement It was customer perceptions about pharmacist that influenced

  6. Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing.

    Science.gov (United States)

    Gong, Shuangping; Dai, Yonghui; Ji, Jun; Wang, Jinzhao; Sun, Hai

    2015-01-01

    Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer's loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer's satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an analysis method based on affective computing technology, which can recognize the dynamic changes of customer emotions from the conversations between the service staff and the customer. The recognition process includes speaker recognition, emotional feature parameter extraction, and dynamic emotion recognition. Experimental results show that this method is effective and can reach high recognition rates of happy and angry states. It has been successfully applied to the operation quality and service administration in telecom and Internet service company.

  7. Improved custom statistics visualization for CA Performance Center data

    CERN Document Server

    Talevi, Iacopo

    2017-01-01

    The main goal of my project is to understand and experiment the possibilities that CA Performance Center (CA PC) offers for creating custom applications to display stored information through interesting visual means, such as maps. In particular, I have re-written some of the network statistics web pages in order to fetch data from new statistics modules in CA PC, which has its own API, and stop using the RRD data.

  8. Evaluating Electronic Customer Relationship Management Performance: Case Studies from Persian Automotive and Computer Industry

    OpenAIRE

    Safari, Narges; Safari, Fariba; Olesen, Karin; Shahmehr, Fatemeh

    2016-01-01

    This research paper investigates the influence of industry on electronic customer relationship management (e-CRM) performance. A case study approach with two cases was applied to evaluate the influence of e-CRM on customer behavioral and attitudinal loyalty along with customer pyramid. The cases covered two industries consisting of computer and automotive industries. For investigating customer behavioral loyalty and customer pyramid companies database were computed while for examining custome...

  9. A semi-custom design methodology for design performance optimization

    Institute of Scientific and Technical Information of China (English)

    Dong-ming LV; Pei-yong ZHANG; Dan-dan ZHENG; Xiao-lang YAN; Bo ZHANG; Li QUAN

    2008-01-01

    We present a semi-custom design methodology based on transistor tuning to optimize the design performance.Compared with other transistor tuning approaches, our tuning process takes the cross-talk effect into account and prominently reduces the complexity for circuit simulation and analysis by decomposing the circuit network utilizing graph theory. Furthermore,the incremental placement and routing for the corresponding transistor tuning in conventional approaches is not required in our methodology, which might induce timing graph variation and additional iterations for design convergence. This methodology combines the flexible automated circuit tuning and physical design tools to provide more opportunities for design optimization throughout the design cycle.

  10. How indoor environment affects performance

    DEFF Research Database (Denmark)

    Wyon, David Peter; Wargocki, Pawel

    2013-01-01

    As experienced researchers in the effects of thermal comfort and indoor air quality on performance, we are often asked to give our best estimate of how, and to what extent, performance is affected by different aspects of indoor climate. This article provides a brief summary of our personal opinions...

  11. Psychological factors affecting equine performance

    Directory of Open Access Journals (Sweden)

    McBride Sebastian D

    2012-09-01

    Full Text Available Abstract For optimal individual performance within any equestrian discipline horses must be in peak physical condition and have the correct psychological state. This review discusses the psychological factors that affect the performance of the horse and, in turn, identifies areas within the competition horse industry where current behavioral research and established behavioral modification techniques could be applied to further enhance the performance of animals. In particular, the role of affective processes underpinning temperament, mood and emotional reaction in determining discipline-specific performance is discussed. A comparison is then made between the training and the competition environment and the review completes with a discussion on how behavioral modification techniques and general husbandry can be used advantageously from a performance perspective.

  12. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover......We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do...

  13. Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing

    Directory of Open Access Journals (Sweden)

    Shuangping Gong

    2015-01-01

    Full Text Available Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer’s loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer’s satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an analysis method based on affective computing technology, which can recognize the dynamic changes of customer emotions from the conversations between the service staff and the customer. The recognition process includes speaker recognition, emotional feature parameter extraction, and dynamic emotion recognition. Experimental results show that this method is effective and can reach high recognition rates of happy and angry states. It has been successfully applied to the operation quality and service administration in telecom and Internet service company.

  14. Targeting, Segmenting and Positioning the Market for College Students to Increase Customer Satisfaction and Overall Performance

    Science.gov (United States)

    Wright, Robert E.

    2008-01-01

    Numerous studies have explored the relationship between marketing efforts and firm financial performance. Studies have looked at potential lifetime value of customers, to demonstrate the value of keeping customers. Various other studies have looked at the relationship between customer satisfaction and firm performance. However, few studies have…

  15. Targeting, Segmenting and Positioning the Market for College Students to Increase Customer Satisfaction and Overall Performance

    Science.gov (United States)

    Wright, Robert E.

    2008-01-01

    Numerous studies have explored the relationship between marketing efforts and firm financial performance. Studies have looked at potential lifetime value of customers, to demonstrate the value of keeping customers. Various other studies have looked at the relationship between customer satisfaction and firm performance. However, few studies have…

  16. Employee customer orientation in context: how the environment moderates the influence of customer orientation on performance outcomes.

    Science.gov (United States)

    Grizzle, Jerry W; Zablah, Alex R; Brown, Tom J; Mowen, John C; Lee, James M

    2009-09-01

    This empirical study evaluated the moderating effects of unit customer orientation (CO) climate and climate strength on the relationship between service workers' level of CO and their performance of customer-oriented behaviors (COBs). In addition, the study examined whether aggregate COB performance influences unit profitability. Building on multisource, multilevel data, the study's results suggest that the influence of employee CO on employee COB performance is positive when the unit's CO climate is relatively high and that the constructs are unrelated when unit CO climate is relatively low. In addition, the data reveal that unit COB performance influences unit profitability by enhancing revenues without a concomitant increase in costs. The study's results underscore the theoretical importance of considering cross-level influencers of employee-level relationships and suggest that managers should focus on creating a climate that is supportive of COBs if their units are to profit from the recruitment, hiring, and retention of customer-oriented employees.

  17. Expanding Brand Personality Congruence to Brand Personality Fit: The Importance of Customer Value Proposition as a Moderating Fit on Brand Performance

    Directory of Open Access Journals (Sweden)

    Ardi Wirdamulia

    2013-12-01

    Full Text Available This research demonstrates that brand performance can be enhanced not only through brand personality congruence with customer personality, but also through brand personality fit, namely the moderating fit of customer value proposition to brand personality. Through a study covering 125 brands, the result demonstrates that the moderating fit between brand personality and the different level of customer value proposition positively affects brand performance. Price-quality relationship for attribute-based customer value, self-construal for consequences-based customer value and self-regulatory focus as goal-based customer value are used to test this moderating fit relationship. Other findings show that this moderating fit is strongest toward the brand cognitive performance. Finally, the result of this study suggests marketers to incorporate the brand personality design into their positioning statement so that the overall customer value proposition can be developed in a more integrated manner, leading to higher brand performance

  18. An empirical research on customer satisfaction study: a consideration of different levels of performance.

    Science.gov (United States)

    Lee, Yu-Cheng; Wang, Yu-Che; Lu, Shu-Chiung; Hsieh, Yi-Fang; Chien, Chih-Hung; Tsai, Sang-Bing; Dong, Weiwei

    2016-01-01

    Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers served by one tourism factory organizations in Taiwan. A partial least squares was performed to analyze and test the theoretical model. The results show that perceived quality had the greatest influence on the customer satisfaction for satisfied and dissatisfied customers. In addition, in terms of customer loyalty, the customer satisfaction is more important than image for satisfied and dissatisfied customers. The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively. Compared with traditional techniques, we believe that our method is more appropriate for making decisions about allocating resources and for assisting managers in establishing appropriate priorities in customer satisfaction management.

  19. Internal Branding: Using Performance Technology To Create an Organization Focused on Customer Value.

    Science.gov (United States)

    Tosti, Donald T.; Stotz, Rodger

    2000-01-01

    Presents a performance technology approach to revenue enhancement, with the goal of improving customer retention through building customer value. Topics include internal branding, a way to make sure that what the company delivers matches what's promised in the advertising; product versus service brands; and customer satisfaction, including…

  20. Internal Branding: Using Performance Technology To Create an Organization Focused on Customer Value.

    Science.gov (United States)

    Tosti, Donald T.; Stotz, Rodger

    2000-01-01

    Presents a performance technology approach to revenue enhancement, with the goal of improving customer retention through building customer value. Topics include internal branding, a way to make sure that what the company delivers matches what's promised in the advertising; product versus service brands; and customer satisfaction, including…

  1. Mirror Analysis: How To Achieve Customer-Driven Human Performance.

    Science.gov (United States)

    Mourier, Pierre

    1999-01-01

    Presents an evaluation/development method for achieving customer-driven improvement in organizations. Describes the steps to external and internal "mirror analysis," a process for determining if the organization functions as a mirror of customers' needs and expectations. Twelve figures illustrate factors in the process. (AEF)

  2. How environmental collaboration with suppliers and customers influences firm performance

    NARCIS (Netherlands)

    Grekova, K.; Calantone, R.J.; Bremmers, H.J.; Trienekens, J.H.; Omta, S.W.F.

    2016-01-01

    Searching for sustainable growth opportunities, manufacturing firms are increasingly embedding sustainability concerns into their relationships with supply chain partners. In the present paper, we explore the potential of environmental collaboration with suppliers and customers to induce

  3. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover......, loyalty is a mediator between financial and not-financial customer value and two sources of customer satisfaction, namely relationships with the front office and the branch, on the one hand, and the products offered, on the other.......We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do...

  4. Quantum Tunneling Affects Engine Performance.

    Science.gov (United States)

    Som, Sibendu; Liu, Wei; Zhou, Dingyu D Y; Magnotti, Gina M; Sivaramakrishnan, Raghu; Longman, Douglas E; Skodje, Rex T; Davis, Michael J

    2013-06-20

    We study the role of individual reaction rates on engine performance, with an emphasis on the contribution of quantum tunneling. It is demonstrated that the effect of quantum tunneling corrections for the reaction HO2 + HO2 = H2O2 + O2 can have a noticeable impact on the performance of a high-fidelity model of a compression-ignition (e.g., diesel) engine, and that an accurate prediction of ignition delay time for the engine model requires an accurate estimation of the tunneling correction for this reaction. The three-dimensional model includes detailed descriptions of the chemistry of a surrogate for a biodiesel fuel, as well as all the features of the engine, such as the liquid fuel spray and turbulence. This study is part of a larger investigation of how the features of the dynamics and potential energy surfaces of key reactions, as well as their reaction rate uncertainties, affect engine performance, and results in these directions are also presented here.

  5. A modified dynamic evolving neural-fuzzy approach to modeling customer satisfaction for affective design.

    Science.gov (United States)

    Kwong, C K; Fung, K Y; Jiang, Huimin; Chan, K Y; Siu, Kin Wai Michael

    2013-01-01

    Affective design is an important aspect of product development to achieve a competitive edge in the marketplace. A neural-fuzzy network approach has been attempted recently to model customer satisfaction for affective design and it has been proved to be an effective one to deal with the fuzziness and non-linearity of the modeling as well as generate explicit customer satisfaction models. However, such an approach to modeling customer satisfaction has two limitations. First, it is not suitable for the modeling problems which involve a large number of inputs. Second, it cannot adapt to new data sets, given that its structure is fixed once it has been developed. In this paper, a modified dynamic evolving neural-fuzzy approach is proposed to address the above mentioned limitations. A case study on the affective design of mobile phones was conducted to illustrate the effectiveness of the proposed methodology. Validation tests were conducted and the test results indicated that: (1) the conventional Adaptive Neuro-Fuzzy Inference System (ANFIS) failed to run due to a large number of inputs; (2) the proposed dynamic neural-fuzzy model outperforms the subtractive clustering-based ANFIS model and fuzzy c-means clustering-based ANFIS model in terms of their modeling accuracy and computational effort.

  6. Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.

    Science.gov (United States)

    Liao, Hui

    2007-03-01

    Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects. (c) 2007 APA, all rights reserved.

  7. Proactive Customer Service Performance : Relationships With Individual, Task, and Leadership Variables

    OpenAIRE

    Rank, Johannes; Carsten, Jeanne M.; Unger, Jens M.; Paul E Spector

    2007-01-01

    Despite the increasing interest in specific forms of proactive employee behavior in domains such as career development and organizational change, little research has investigated proactive behavior in the realm of customer service. Based on a review of the literatures on proactive behavior, customer service, and job performance, this study investigated relationships between a relevant set of individual and situational predictor variables and proactive customer service performance (i.e., indiv...

  8. DO CHANGES IN CUSTOMER SATISFACTION LEAD TO CHANGES IN PERFORMANCE IN FOOD RETAILING?

    OpenAIRE

    Gomez, Miguel I.; McLaughlin, Edward W.; Wittink, Dick R.

    2003-01-01

    We measure the links between store attribute perceptions and customer satisfaction, and between customer satisfaction and sales performance, in the food retail sector. Our data set consists of six waves of customer satisfaction and sales information for about 250 stores over the period 1998-2001 for a publicly held supermarket company. We construct a statistical model to address nonlinearities and asymmetries in the satisfaction-sales performance links, and we illustrate how food retailers ca...

  9. Do Changes in Customer Satisfaction Lead to Changes in Sales Performance in Food Retailing?

    OpenAIRE

    Gomez, Miguel I.; McLaughlin, Edward W.; Wittink, Dick R.

    2003-01-01

    We measure the links between store attribute perceptions and customer satisfaction, and between customer satisfaction and sales performance, in the food retail sector. Our data set consists of six waves of customer satisfaction and sales information for about 250 stores over the period 1998- 2001 for a publicly held supermarket company. We construct a statistical model to address nonlinearities and asymmetries in the satisfaction-sales performance links, and we illustrate how food retailers c...

  10. Proactive Customer Service Performance : Relationships With Individual, Task, and Leadership Variables

    OpenAIRE

    Rank, Johannes; Carsten, Jeanne M.; Unger, Jens M.; Spector, Paul E.

    2007-01-01

    Despite the increasing interest in specific forms of proactive employee behavior in domains such as career development and organizational change, little research has investigated proactive behavior in the realm of customer service. Based on a review of the literatures on proactive behavior, customer service, and job performance, this study investigated relationships between a relevant set of individual and situational predictor variables and proactive customer service performance (i.e., indiv...

  11. The performance implications of outsourcing customer support to service providers in emerging versus established economies

    NARCIS (Netherlands)

    Raassens, N.; Wuyts, S.H.K.; Geyskens, I.

    2014-01-01

    Recent discussions in the business press query the contribution of customer-support outsourcing to firm performance. Despite the controversy surrounding its performance implications, customer-support outsourcing is still on the rise, especially to emerging markets. Against this backdrop, we study un

  12. The performance implications of outsourcing customer support to service providers in emerging versus established economies

    NARCIS (Netherlands)

    Raassens, N.; Wuyts, S.H.K.; Geyskens, I.

    Recent discussions in the business press query the contribution of customer-support outsourcing to firm performance. Despite the controversy surrounding its performance implications, customer-support outsourcing is still on the rise, especially to emerging markets. Against this backdrop, we study

  13. A Correlational Study of How Airline Customer Service and Consumer Perception of Airline Customer Service Affect the Air Rage Phenomenon

    Science.gov (United States)

    Hunter, Joyce A.

    2007-01-01

    Between 1995 and 2000, customer service declined throughout the airline industry, as reported in February 2001 by the U.S. Department of Transportation (2001). One of the biggest problems today within the airline industry is the constant complaining from customers regarding the deterioraton of service (McCollough, Berry, & Yadav, 2000). Since 1995, unfortunately no airline has been immune from service deterioration, as reported by the Airline Quality Rating, an annual report by two airline industry experts who analyzed Department of Transportation statistics (Harrison & Kleinsasser, 1999). The airline' refusal to recognize the issue of customer service has perpetuated an environment that has become dangerous and detrimental to the traveling public as well as to airline employees, which in turn has fueled a new phenomenon, now referred to as "air rage".

  14. The Relationship between Customer Knowledge Management and Performance of Agricultural Product Innovation

    OpenAIRE

    Hu, Jia-jia

    2012-01-01

    This paper takes an overview of the CKM and the performance of agricultural product innovation from contents of agricultural product innovation and customer knowledge management (CKM), the relation between CKM and agricultural product innovation. On the basis of the overview, it builds the theoretical framework of CKM and agricultural product innovation. It points out that enterprises can satisfy demands of customers through acquisition, share, utilization and innovation of customer knowledge...

  15. Influence of customer value orientation, brand value, and business ethics level on organizational performance

    Directory of Open Access Journals (Sweden)

    Leslier Maureen Valenzuela Fernández

    2016-06-01

    Full Text Available Purpose – Customer value orientation, brand value and business ethics are critical variables to developing long-term relationships with customers and achieve sustainable sales growth over time. This research shows how the degree of orientation to customer value by the sales forces, brand value and business ethical standards could significantly influence organizational performance. Design/methodology/approach – The study contributes to an explanatory model through a structural equation model (SEM and empirical evidence of research applied to 327 executives – occupying medium and high positions in several companies in Chile – who manage their business globally. Findings – The results support the hypothesis that customer value orientation, brand value and business ethics influence organizational performance. Originality/value – This research shows how the degree of orientation to customer value by the sales forces, brand value and business ethical standards could significantly influence organizational performance in a country like Chile.

  16. Using customer input to improve managed care performance.

    Science.gov (United States)

    Kairey, M S; Baumruk, R W

    1995-01-01

    How do you get the information you need to manage your company's health care plans effectively? Consider a "customer satisfaction survey" that gathers data from the people who use the plans every day: employees. Make the data work for you when you negotiate costs, communicate key plan features, and look for ways to improve health care quality and upgrade the service you and your employees get from your health plans. American Express and the Chicago Health Plan Value Project (a unique group of 14 companies and 7 health plans) tried this approach, and they now expect a "win-win-win" situation all around.

  17. The Influence of Usability on Electronic Customer Relationship Management Performance in Jordan Mobile Phone Services

    Directory of Open Access Journals (Sweden)

    Samsudin Wahab

    2011-12-01

    Full Text Available Electronic Customer Relationship Management performance is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty. Therefore, the results of Electronic Customer Relationship Management performance are repeat purchase, word of mouth, retention, cross buying, brand loyalty and customer satisfaction. The keen competitive in the communication and mobile phone service market place and the increasing numbers of mobile phone users all over the world has influence the researcher to investigate usability as the antecedents of electronic customer relationship management performance in mobile phone services industry. Four hundreds and eighty eight set of questionnaires have returned and analyzed. The analysis shows that usability was positively significant towards E-CRM performance. Base on the results, it can be concluded that the mobile service provider has to ensure their services fully satisfied their customer usability. Somehow, future research must investigate other factors as the antecedent for E-CRM performance. Other initiative is to consider a model testing in difference context of electronic service to see any generalization on the research result.

  18. A study on impact of Job role stressors on Frontline employee role performance towards the customers

    Directory of Open Access Journals (Sweden)

    Kasturi Naik

    2016-03-01

    Full Text Available Rapid developments in the Indian Economy post-liberalization in 1991 have prompted institutions like the World Bank to forecast that India would be the fourth largest economy in the world by 2020 (Budhwar and Bhatnagar, 2009. Following globalization this has attracted a large numbers of foreign investors and companies to India. HRM in India has evolved as a specialised function (Budhwar and Bhatnagar, 2009. According to Budhwar and Bhatnagar, 2009 India had a long history of labour legislation and industrial relations and there are many challenges to the HRM systems in India, due to the diverse nature of India’s society which is marked by regional, sectoral, socio-cultural and political variation. In such a climate it is extremely difficult to have a uniform HR system. According to Wheatherly and Tansik (1993 employees have to deal with the demands from superiors as well as the needs and wishes of customers. Because of such a boundary spanning role, the retail frontline employees are in dilemma whether to customize the retail services as per customers needs or to obey the organizational guidelines and procedures (Bitner, 1990. This dilemma often leads to job role stress. There are different types of job role stress (Pareek, 1993 of these the research under study deals with the two job role stressors prominent in retail industry job role conflict and job role ambiguity ( Kahn et.al, 1964. According to Heskett et al. (2003 front line employee’s behavior and perception affects the customer satisfaction and intent of buying behavior which in turn have impact on service productivity. There have been many studies conducted on job role stress and its impact on employee job performance but hardly any with respect to organized Indian retail sector.In the prior research studies it can be noted that employee point of view is hardly taken into consideration. Hence as an attempt to fill in this gap the research focuses on understanding how job role

  19. The Relationship between Customer Knowledge Management and Performance of Agricultural Product Innovation

    Institute of Scientific and Technical Information of China (English)

    2012-01-01

    This paper takes an overview of the CKM and the performance of agricultural product innovation from contents of agricultural product innovation and customer knowledge management (CKM) ,the relation between CKM and agricultural product innovation. On the basis of the overview, it builds the theoretical framework of CKM and agricultural product innovation. It points out that enterprises can satisfy demands of customers through acquisition,share,utilization and innovation of customer knowledge,and improve performance of agricultural product innovation through speeding up agricultural product innovation.

  20. Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing

    OpenAIRE

    Shuangping Gong; Yonghui Dai; Jun Ji; Jinzhao Wang; Hai Sun

    2015-01-01

    Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer's loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer's satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an anal...

  1. Factors affecting productivity and the role of customer relationship management: A case study of home appliance manufacturing

    Directory of Open Access Journals (Sweden)

    Saeed Mirzamohammadi

    2012-01-01

    Full Text Available In today's competitive world, productivity- as a core source of production - is the most important target of the organization. Experimental studies in developed industrial countries prove that productivity improvements resulted from development of management systems play a more important role in production than physical increases in labor and capital factors. This paper, while focusing on productivity from a CRM perspective, employs a European Organizational Excellence Model framework to identify factors affecting productivity and the role of CRM systems. We perform an empirical study for a case study of home appliance manufacturing and using a questionnaire computed present status and compared with desired status of CRM components such as customer leadership, strategy, skill and motivation of labor work, effective use of information technology and process management.

  2. Technology Trust and E-Banking Adoption: The Mediating Effect of Customer Relationship Management Performance

    Directory of Open Access Journals (Sweden)

    Samsudin Wahab

    2012-01-01

    Full Text Available The electronic revolution in the Malaysian banking sector has started in the 1970's. The first visible form of electronic innovation in the Malaysian banking industry was the introduction of Automated Teller Machines in 1981. Finally, on June 1, 2000, the Malaysian Central Bank gave the green light for locally owned commercial banks to offer Internet banking services. Due to the drastic changes in the business environment, it leads financial institutions to revise their marketing strategies to stress long-lasting relationships with customers. Relationships is important criteria in the selection of private bank. In many conditions, customer satisfaction mediates the relationship between antecedent’s factors and marketing performance. Hence, CRM performance is about maintaining good relationship and repurchases behavior, word-of-mouth and customer retention. Trust has been studied in traditional physical commercial environments. In the marketing and management literatures, trust is strongly associated with attitudes toward products, services, and purchasing behaviors. So that, the main objective of this research paper is to investigate the role of CRM performance as the mediator in the relationship between trust and E-Banking adoption. Hence, this empirical paper confirmed the role of customer relationship management performance as the mediators in the relationship between trust and electronic banking adoption.Key words: Trust, Customer Relationship Management Performance, E-Banking Adoption

  3. How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance.

    Science.gov (United States)

    Chen, Zhijun; Zhu, Jing; Zhou, Mingjian

    2015-03-01

    Building on a social identity framework, our cross-level process model explains how a manager's servant leadership affects frontline employees' service performance, measured as service quality, customer-focused citizenship behavior, and customer-oriented prosocial behavior. Among a sample of 238 hairstylists in 30 salons and 470 of their customers, we found that hair stylists' self-identity embedded in the group, namely, self-efficacy and group identification, partially mediated the positive effect of salon managers' servant leadership on stylists' service performance as rated by the customers, after taking into account the positive influence of transformational leadership. Moreover, group competition climate strengthened the positive relationship between self-efficacy and service performance. PsycINFO Database Record (c) 2015 APA, all rights reserved.

  4. Customization of Power Performance in Interconnected MPSOC for NOC

    Directory of Open Access Journals (Sweden)

    S.Tejaswi Lalitha

    2012-01-01

    Full Text Available A shift in the system-scope occurs on day-to-day developments in the technology, in the similar manner SoC design has occurred from the evolution of the ULSI technology. SoC provides a solution to various challenges in complex applications by its adaptability, feasibility and flexibility. In order to meet the growing requirements of the market, a new concept of multi processors on system on chip evolved. On employing such technology many challenges were unveiled like the communication b/w the components, the power consumption, the area on chip, efficiency and many more. Here we put-forth some low-power consumption techniques and performance of the communication architectures that are involved in the design.

  5. Customized Transportation, Equity Participation, and Cooperation Performance within Logistics Supply Chains

    Directory of Open Access Journals (Sweden)

    Xudong Lin

    2015-01-01

    Full Text Available Customized transportation has received growing concerns by researchers and practitioners in recent years. Despite the fact that one consignor often holds partial ownership of its carrier within a supply chain, the existing interpretations behind them remain relatively unexplored. Based on the game models, we find that a simple take-or-pay contract is not likely to solve the low-efficient customized production problem, and equity participation mechanism plus simple contract may improve the cooperation performance of customized transportation. In the case of the owner-managed carrier, only when purchasing at par can it be ensured to obtain the socially optimal customization investment, but when purchasing at premium or discount, the optimal partial ownership selected by consignor cannot motivate the carrier to make the most efficient customization investment. With the optimal solutions, we also provide a theoretic foundation for calculating the optimal partial ownership and for interpreting why the interfirm share-holding ratios of the member-firms within the familial-type logistic supply chains are much larger than the ratios within the public-type logistic supply chains. Finally, our results show that the familial-type logistic supply chains may choose more efficient customized production level than public-type logistic supply chains.

  6. Identification of Factors Affecting Educational Performance of ...

    African Journals Online (AJOL)

    The study identified the variables that tend to affect educational performance among ... The population for the study consisted of students of Lagos State University, ... These were: Circumstances, Parental Authority, Socio- Economic Label, Self ...

  7. Factors affecting effective performance of rural producers ...

    African Journals Online (AJOL)

    Mo

    Factors affecting effective performance of rural producers' organizations in the ... Linkages are vital for effective achievement of purposes and most RPOs (80%), had established them ..... Success: Learning from Instructive Experiences in Ru-.

  8. How Performance Assessments Affect Teaching and Learning.

    Science.gov (United States)

    Khattri, Nidhi; And Others

    1995-01-01

    Summarizes results of a 3-year national study of performance assessments' effects on teaching and learning, based on visits to 16 schools implementing these assessments. Performance assessments marginally affected curriculum, but substantially influenced instruction and teacher role. Changing assignment and assessment format will not increase…

  9. Empirical Evidence for the Relation between Customer Satisfaction and Business Performance

    NARCIS (Netherlands)

    A. van der Wiele (Ton); J.P.P.E.F. Boselie (Paul); M. Hesselink

    2001-01-01

    textabstractThis paper focuses on the analysis of empirical data on customer satisfaction and the relationship with hard organisational performance data. The organisation is a Flexcompany with its headquarters in The Netherlands, but also operating in other countries in Europe. The empirical data on

  10. Empirical Evidence for the Relation between Customer Satisfaction and Business Performance

    NARCIS (Netherlands)

    A. van der Wiele (Ton); J.P.P.E.F. Boselie (Paul); M. Hesselink

    2001-01-01

    textabstractThis paper focuses on the analysis of empirical data on customer satisfaction and the relationship with hard organisational performance data. The organisation is a Flexcompany with its headquarters in The Netherlands, but also operating in other countries in Europe. The empirical data on

  11. Improving The Performance of Customer Loyalty of Online Ticketing in Indonesia's Showbiz Industry

    Science.gov (United States)

    Dachyar, M.; Athory, E. S.

    2015-06-01

    Currently the entertainment industry is adopting online ticketing for supporting business from main products to profitability improvement. E-loyalty needs to be examined because are deals with less loyal customer characteristic. The sample are 249 customers whom have purchased for tickets online at least once. Data was gathered by questionnaires and analyzed by Path Analysis and Importance - Performance Analysis. The findings of the research indicate that satisfaction has the strongest relationship to e-loyalty. This study provides four improvement alternatives as a form of new business development strategy for showbiz industry in Indonesia.

  12. AN EXPLORATORY RESEARCH REGARDING CUSTOMER ORIENTATION AND PERFORMANCE IN HOSPITALITY INDUSTRY

    Directory of Open Access Journals (Sweden)

    FLAVIA DANA OLTEAN

    2013-08-01

    Full Text Available The main objective of this research is to present the importance of the customer orientation from themanagerial perspective and to analyze the influence of customer orientation over the performance indicators in thehotels from Mures county (Romania . For achieving this objective, the data have been collected by means of 42surveys addressed to managers and owners who are active in the industry of hospitability, and the results indicated apartial confirmation of the tested hypotheses and the results from previous international research. The conclusions ofthe study present importance for the decisional authorities associated with hotel units which desire to achieve thesatisfaction of the customers, gaining the brand loyalty and implicitly the desired economic efficiency and add to theinternational literature aspects referring to the industry of hospitality from Romania.

  13. Exploring the effect of customer orientation on Dana insurance performance considering the intermediary role of customer relations and service quality management

    Directory of Open Access Journals (Sweden)

    Mokhtaran Mahrokh

    2016-01-01

    Full Text Available The aim of the present research was to explore the effect of customer orientation on Dana Insurance Company's performance with a focus on the intermediary role of managing customer relations and services quality. To this end, 180 Dana insurance representatives in Tehran, Iran were randomly sampled. As an applied study in terms of its goal, this research is carried out in a cross-sectional descriptive-survey design. The information was collected through literature review and a questionnaire with 55 items which was validated through expert panel. The reliability of the questionnaire was approved at 0.986 probability level as calculated using Cronbach's Alpha measure. Data analysis was performed at two descriptive and interpretative statistical levels using SPSS software program. The results from regression analysis indicated that customer orientation of Dana insurance company has a significant positive effect on marketing performance, financial performance, and organizational performance. In addition, customer orientation has a significant positive effect on Dana Insurance company's customer relationship management and service quality.

  14. How does concurrent sourcing affect performance?

    DEFF Research Database (Denmark)

    Mols, Niels Peter

    2010-01-01

    Abstract Purpose – “Concurrent sourcing” is a term used by Parmigiani to describe the phenomenon where a firm simultaneously buys and makes the same good or service. The purpose of this paper is to develop propositions that suggest how concurrent sourcing affects performance. Design....../methodology/approach – Based on transaction cost, agency, neoclassical economic, knowledge-based, and resource-based theory, it is proposed to show how concurrent sourcing affects performance. Findings – The paper argues that concurrent sourcing improves performance when firms face a combination of volume uncertainty......, technological uncertainty, performance uncertainty, non-decomposability, transaction-specific investments, and strong internal and external capabilities. Research limitations/implications – The paper maps the relationships between concurrent sourcing and performance and discusses how these relationships can...

  15. The performativity of the service management discourse: "value creating customers" in health care.

    Science.gov (United States)

    Nordgren, Lars

    2008-01-01

    The formation and spreading of market-, management- and individual-rights discourses into society, as well as the movement of consumerism, have paved the way for a transformation of the linguistic usage. The transformation suggests that the view of the care seeker has shifted from a waiting patient, via a consumer to a customer creating value. Another example of the process is that the former medical meeting between patient/doctor now is described as a service meeting. With this background, the purpose of this paper is to explore the transformation of linguistic usage and to analyse the performativity of the service management discourse in health care. The concept of performativity (Butler) supported with discursive formation and subjectivization (Foucualt) is used as theoretical framework. The performativity of the discourse is understood as a vehicle within the discourse, which influences people on an ontological level that names and makes them active subjects in line with what the discourse is saying. When the service management discourse travels into the world of health care, discursive tensions between medical-, care- and management discourses follow. These become apparent in the distinction between the different discursive constructions of patient--related to passivity, and customer--related to the performative image of active participation in value creating health. Even if the customer in service management discourse is imagined as an agent for himself with power and individual responsibility it is doubtful if people view themselves as customers. The dialectics between the use of the customer concept in commercial service meetings and the patient--doctor meeting, which is illustrated, point to unexpressed and implicit presumptions of an ontological kind in the ways service management researchers describe service meetings. Recent health care research can be interpreted as if a majority of patients have a desire to be part of their value creating processes

  16. Customer social network affects marketing strategy: A simulation analysis based on competitive diffusion model

    Science.gov (United States)

    Hou, Rui; Wu, Jiawen; Du, Helen S.

    2017-03-01

    To explain the competition phenomenon and results between QQ and MSN (China) in the Chinese instant messaging software market, this paper developed a new population competition model based on customer social network. The simulation results show that the firm whose product with greater network externality effect will gain more market share than its rival when the same marketing strategy is used. The firm with the advantage of time, derived from the initial scale effect will become more competitive than its rival when facing a group of common penguin customers within a social network, verifying the winner-take-all phenomenon in this case.

  17. Agricultural Bank performance, perceived quality, from the perspective of bank customers Kermanshah Province

    Directory of Open Access Journals (Sweden)

    Hassan Rangriz

    2014-06-01

    Full Text Available In today's world, enjoying favorable rates, and optimize existing resources, in order to achieve economic goals, a measure that reflects the degree of development of the communities. The present study was to investigate the causes of the financial decentralization farmers in Kermanshah Province; the Agricultural Bank has been done. Since the purpose of researching, identifying causes, the financing bank, the important role is to investigate the factors known, the Bank of experts and scholars, including quality of service, and customer satisfaction is discussed., in this regard, using the SERVQUAL model, which has five dimensions: tangibility, reliability, responsiveness, reliability and empathy that show quality of services provided, and the comparison between the quality of performance expected by bank customers to their satisfaction achieved, using descriptive and inferential statistics (nonparametric Wilcoxon test to test the hypotheses, a sample of 375 persons from customers (with a deposit of three hundred million rials, Agricultural Bank of Kermanshah discussed, and hypotheses of the study, the significance level been confirmed, indicating that the quality of performance and expected service Agricultural Bank customers Kermanshah, there is no significant difference.

  18. Customization Issues

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn; Brunø, Thomas Ditlev; Taps, Stig B.

    2014-01-01

    Implementation of mass customization and product configuration in companies requires fundamental considerations about how products can fulfil the demand from customers. In order to support such decision-making, a multi-level model for customization is developed. This model identifies four different...... levels of customization, ranging from the structure level at the bottom, through the performance level and the experience level, to the learning level at the top. The model also has a dual view with customers/demand at one side and product/supplier at the other side. It is a rather general model, which...... can be applied to many types of products, and typically, product designers must decide how far up in levels the customization should aim. In this paper, the four-level customization model is applied to wheel chairs....

  19. Study the effect of intention to use online social networks on brand performance with investigating the mediating role of customer-based brand equity

    Directory of Open Access Journals (Sweden)

    Davood Feiz

    2016-01-01

    Full Text Available Using online social networks and information collection from sites can affect purchasing behavior. Consumer cognize their friends' buying decisions more valuable to the anonymous' decisions and trust them more. This Study examine the impact of intention to use online social networks on brand's performance with emphasize on customer-based brand equity. Data were collected through a questionnaire that was distributed among 384 college students. Research findings suggest that there is a positive relationship between the intention to use online social networks and customer-based brand equity, but there is no significant relationship between the intention to use online social networks and Brand market performance. Also there is a positive relationship between customer-based brand equity and Brand market performance.

  20. Formulating customer's power deficiency for GENCOs to perform third-party supply

    Energy Technology Data Exchange (ETDEWEB)

    Chang-Chien, Le-Ren; Chu, I-Chieh [Electrical Engineering Department of National Cheng Kung University, Tainan (China)

    2008-02-15

    In the ongoing trend of restructuring the electricity market worldwide, ancillary services are introduced for operating entities to realize the market function and maintain system security. As generation has been unbundled from the vertically integrated structure, the generation companies (GENCOs) willing to join the power market would be interested in how the direct service between suppliers and customers be effectively realized at lower operating costs, while maintaining the operating service at the satisfactory level. This paper presents a method to estimate specific customer's power deficiency that is used for GENCOs to provide the bilateral ancillary service. Results showing the proposed method in the simulated condition were performing as desired. An adaptive frequency bias setting is utilized to develop a bias logic based gain-scheduling controller. Simulation results showed that the proposed controller is feasible for GENCOs to enhance bilateral regulation performance. (author)

  1. The Impact of Alternative Market Orientation Strategies on Firm Performance: Customer versus Competitor Orientation

    OpenAIRE

    Micheels, Eric T.; Gow, Hamish R.

    2010-01-01

    Research studies have differed over the importance of the relative emphasis of a customer versus competitor orientation in the development of a market orientation (Slater and Narver, 1994; Tajeddini, 2010). In this study, we assess whether the emphasis of one component over another of a market orientation is an important determinant of firm performance within the Illinois beef industry, specifically the cow-calf sector. Using a series of OLS regressions, we examine the importance of a market ...

  2. Corporate identity, customer orientation and performance of SMEs: Exploring the linkages

    Directory of Open Access Journals (Sweden)

    Upendra Kumar Maurya

    2015-09-01

    Full Text Available This research aims to explore the impact of corporate identity (CI on performance in B2C small and medium enterprises (SMEs in food processing, with varying degrees of customer orientation (CO. The research is embedded in the positivistic paradigm. Based on a literature review, a conceptual model (consisting of five hypotheses has been tested with 102 samples using PLS-SEM tool. This study establishes the mediating role of CO on the CI and performance linkage, it provides empirical evidence to CI and performance linkage, and makes an incremental contribution by extension of theory of CI and CO in the given context.

  3. Identifying and prioritizing factors affecting the Customers' Willingness to buy Goods product inside than the outside (Case Study: Iran Transfo Corporation

    Directory of Open Access Journals (Sweden)

    Haleh Keshavarz Afshar

    2017-09-01

    Full Text Available Abstract The present study aims to identify and rank factors affecting customers' willingness to purchase domestic goods than the foreign ones in Iran Transfo Corporation in 2016. The statistical population includes all customers and a sample of 200 subjects (175 male, 25 female. Respondents' evaluation of the variables indicates that Iranian goods enjoy market-product fit (0.85, good performance (0.41, relative reputation and validity (0.44, high reliability (0.36, good communication methods (0.34 and relative value (0.26. Finally, 88% prefer to purchase Iranian goods. The effect of 7 independent variables and purchase preferences are significant at (e < 0.05. The results of inferential statistics show that there is a significant relationship between willingness to purchase domestic and foreign goods. There is a significant difference between marketing methods and satisfaction among buyers of domestic and foreign goods as well. But, there is no significant difference between the customers' evaluation of product features and performance of domestic producers compared to the foreign ones. Finally, given that the majority of respondents considered marketing methods inappropriate, therefore, it's recommended that companies adopt new policies to better sell their products.

  4. Exploring Customer Knowledge from Social Media to Improve the Performance of Strategy

    Directory of Open Access Journals (Sweden)

    Tzu-Chun Weng

    2014-12-01

    Full Text Available Customer knowledge refers to the understanding of the customers' needs, wants, and aims. It is essential for an organization to align its processes, products, and services to build customer relationships. Managers need to understand how the acquisition and the use of customer-related knowledge create value for an organization. Customer knowledge management, which integrates knowledge management systems and customer relationship management systems, is a strategy that focuses on the task of gathering information, including finding effective ways to extract data from customers, as well as to locate and absorb information from other sources. Consequently, an organization can achieve the creation of new knowledge. This paper analyses the categories of customer knowledge, investigates the domains of customer knowledge, and explores customer knowledge management framework of social media. Then, information retrieval and information extraction of the social media are integrated to discover customer knowledge. Finally, customer knowledge management structure for workflow integration is proposed to align and integrate the strategy maps.

  5. Exploring Customer Knowledge from Social Media to Improve the Performance of Strategy

    OpenAIRE

    Tzu-Chun Weng

    2014-01-01

    Customer knowledge refers to the understanding of the customers' needs, wants, and aims. It is essential for an organization to align its processes, products, and services to build customer relationships. Managers need to understand how the acquisition and the use of customer-related knowledge create value for an organization. Customer knowledge management, which integrates knowledge management systems and customer relationship management systems, is a strategy that focuses on the task of ...

  6. Links among high-performance work environment, service quality, and customer satisfaction: an extension to the healthcare sector.

    Science.gov (United States)

    Scotti, Dennis J; Harmon, Joel; Behson, Scott J

    2007-01-01

    Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to exceptional service quality, satisfied patients, and ultimately to loyal customers. Specifically, we investigate the chain of events through which high-performance work systems (HPWS) and customer orientation influence employee and customer perceptions of service quality and patient satisfaction in a national sample of 113 Veterans Health Administration ambulatory care centers. We present a conceptual model for linking work environment to customer satisfaction and test this model using structural equations modeling. The results suggest that (1) HPWS is linked to employee perceptions of their ability to deliver high-quality customer service, both directly and through their perceptions of customer orientation; (2) employee perceptions of customer service are linked to customer perceptions of high-quality service; and (3) perceived service quality is linked with customer satisfaction. Theoretical and practical implications of our findings, including suggestions of how healthcare managers can implement changes to their work environments, are discussed.

  7. An Extensive Review on the Impact of Customer Retention Practices towards the Performance of SMEs

    Directory of Open Access Journals (Sweden)

    S.A. Sharmeela-Banu

    2013-07-01

    Full Text Available Contribution of small and medium –sized enterprises (SMEs towards the economic growth is vital. This is factual in Malaysian context whereby about 90 percent of players in the key economic sectors consist of SMEs. Nevertheless, these SMEs are encountering numerous problems, which inhibit their progress and subsequently lessen their survival rate in the competitive industry. Customer retention practice is considered as one of the significant weapons for these SMEs to sustain in the said competition and, hence improve their performance. Due to the significance of customer retention practice and the role of SMEs towards the nation’s economy, this study intends to explore possible factors that influence service-oriented SMEs’ customer retention practices and its subsequent impact on their firm’s performance. This study has done extensive reviews covering 10 years of literatures to recognize the related dimensions, prior to constructing the research model of the study. Accordingly, some recommendations for future researches are also provided.

  8. Linking Resource-Based Strategies to Customer-Focused Performance for Professional Services: A Structural Equation Modelling Approach

    Directory of Open Access Journals (Sweden)

    Ming-Lu Wu

    2013-12-01

    Full Text Available This paper links professional service firms’ resource-based strategies to their customer-focused performance for formulating service quality improvement priorities. The research applies the structural equation modelling approach to survey data from Hong Kong construction consultants to test some hypotheses. The study validates the various measures of firms’ resource-based strategies and customer-focused performance and bridges the gaps in firms’ organizational learning, core competences and customer-focused performance mediated by their strategic flexibility. The research results have practical implications for professional service firms to deploy resources appropriately to first enhance different competences and then improve customerfocused performance using their different competences.

  9. Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate.

    Science.gov (United States)

    Salanova, Marisa; Agut, Sonia; Peiró, José María

    2005-11-01

    This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N=342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N=1,140) from these units provided information on employee performance and customer loyalty. Structural equation modeling analyses were consistent with a full mediation model in which organizational resources and work engagement predict service climate, which in turn predicts employee performance and then customer loyalty. Further analyses revealed a potential reciprocal effect between service climate and customer loyalty. Implications of the study are discussed, together with limitations and suggestions for future research. ((c) 2005 APA, all rights reserved).

  10. Factors Affecting the Decisions of Tabung Haji Customers in Malaysia to Use ATM Banking: An Empirical Investigation

    Directory of Open Access Journals (Sweden)

    Hanudin Amin

    2010-08-01

    Full Text Available The aim of this paper is to provide a preliminary investigation of the factors that determine whether Malaysia’s Tabung Haji customers in Eastern Malaysia will use or not a new facility introduced by the institution, namely Automated Teller Machine or ATM banking. As such, this study introduces the concept Tabung Haji ATM Banking (TAB. In order to explain the factors, this paper extends the applicability of the technology acceptance model (TAM to TAB and includes “ perceived credibility (PC”, and “perceived religiosity (PR”, in addition to “perceived usefulness (PU” and “perceived ease of use (PEOU”. The results indicate that PU, PEOU, PC and PR are the key determinants to predicting the intentions to use TAB. In addition, PEOU is significantly associated with PU, which, in turn, affecting usage intention among Tabung Haji customers on TAB. This study suffers from two limitations, first is on its location of study and, second is on its limited number of measures suggested in the modified model for the study. Nevertheless, these limitations provide directions for the future study and also provide new information in a new introduced financial innovation at Tabung Haji. The results will be primarily of benefit to Tabung Ha ji since this study offers insights on the intentions of its customers to use TAB

  11. A STUDY ON THE FACTORS AFFECTING ADOPTION OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT INFORMATION SYSTEMS IN UGANDAN SMES

    Directory of Open Access Journals (Sweden)

    Charles OLUPOT

    2014-07-01

    Full Text Available The recent global recession has pushed businesses to search for means to efficiently and effectively manage their customers so as to remain competitive. This has led to the rise in the adoption and use of information technology in different business functions. These developments have yielded into the adoption of Electronic Customer Relationship Management (e-CM. However, as this technology sees more prominence the developed countries, many initiatives in developing countries have failed. This study was intended to examine the factors that affect the adoption of e-CRM in developing countries. A case study was conducted in Uganda, in which 150 Small and Medium-sized Enterprises (SMEs where purposively selected from 30 districts to participate in the study. A self administered questionnaire was used to collect data, which were then coded and analyzed using descriptive statistics. Although the findings indicate that e-CRM was very beneficial in promoting SMEs’ new products, marketing existing products, keeping their customers updated and sharing information, most SMEs faced challenges in adopting to the technology. The main challenges were highlighted as lack of knowledge about the e-CRM, lack of ICT skills, poor infrastructure, lack of top management support and resistance to change. The study gives some valuable recommendations for better adoption of e-CRM in SMEs.

  12. Mental processes affecting the piano performance

    Directory of Open Access Journals (Sweden)

    Buğra Gültek

    2013-02-01

    Full Text Available The aim of this study is to examine the mental processes that affect the piano performance. An efficient performance and education of the piano instrument depends on a complex systematic structure of a combination of some musical and technical challenges. To succeed in piano playing, one shall overcome the difficulties systematically over several years. Naturally, this process depends on many variables and the correct organization of the central nervous system plays a very important role on it. Having a complete understanding on the subject matter, it might guide the performance of piano playing and its educationBy the analysis of the historical processes, the activity of playing the piano was initially seen as a pure mechanical activity. However, at the beginning of the 20th Century, scholars had started to consider it not without its physiological and mental elements. This trend has reached today by gradually increasing its importance. Today in the contemporary piano performance and education, the mental processes are not being isolated from the whole matter of subject. In this study, the importance of the practicing methods that are based on correct organization of the central nervous system is set forth and to increase the efficiency of the piano performance, some practicing examples are given.

  13. New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance.

    Science.gov (United States)

    Linuesa-Langreo, Jorge; Ruiz-Palomino, Pablo; Elche-Hortelano, Dioni

    2017-01-01

    In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees' needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units -in close contact with customers- was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today.

  14. Thermal Performance of a Customized Multilayer Insulation (MLI). Design and Fabrication of Test Facility Hardware

    Science.gov (United States)

    Leonhard, K. E.

    1975-01-01

    The design, fabrication, and assembly of hardware for testing the performance of a customized multilayer insulation are discussed. System components described include the thermal payload simulator, the modified cryoshroud, and a tank back pressure control device designed to maintain a constant liquid boiling point during the thermal evaluation of the multilayer insulation. The thermal payload simulator will provide a constant temperature surface in the range of 20.5 to 417K (37 to 750R) for the insulated tank to view. The cryoshroud was modified to establish a low temperature black body cavity while limiting liquid hydrogen usage to a minimum feasible rate.

  15. Windows 7 Tweaks A Comprehensive Guide on Customizing, Increasing Performance, and Securing Microsoft Windows 7

    CERN Document Server

    Sinchak, Steve

    2009-01-01

    The definitive guide to unlocking the hidden potential of the Windows 7 OS. Written by bestselling author and the creator of tweaks.com Steve Sinchak, this unique guide provides you with the ultimate collection of hidden gems that will enable you to get the most out of Windows 7. Packed with more than 400 pages of insider tips, the book delves beneath the surface to reveal little-known ways to tweak, modify, and customize Windows 7 so you can get every ounce of performance from your operating system. Regardless of your experience with tweaking your system, you'll find fascinating and fun tips

  16. Personality as predictor of customer service centre agent performance in the banking industry: An exploratory study

    Directory of Open Access Journals (Sweden)

    Linda Blignaut

    2014-02-01

    Full Text Available Orientation: Since service quality is an important differentiator in the banking industry, it is essential to select suitable customer service centre staff, particularly those who are responsible for handling queries from clients who hold significant lifetime value in this industry.Research purpose: The aim of the study was to identify personality traits, as measured by the Occupational Personality Questionnaire 32r (item response theory scored version, including the more parsimonious Big Five personality traits, that may act as job performance predictors for customer service centre (CSC agents in the banking industry.Motivation for the study: This study provides an exploratory investigation of whether specific personality traits differ amongst CSC agents in the banking industry, based on their job performance. No published research in this field could be identified.Research design, approach and method: Purposive sampling was used to collect data from the entire CSC agent base of a particular banking group (N = 89. Responses were analysed by means of quantitative techniques.Main findings and practical/managerial implications: Results indicate that parsimonious traits of personality, expressed as the Big Five personality traits, predict job performance. The importance of carefully selecting suitable job performance criteria for a specific environment, however, emerged as a critical issue in performance prediction.Contribution: The study focuses attention on the importance of CSC agents’ performance as frontline staff in the banking industry and identifying valid criteria for selecting the most suitable agents. Providing a one-contact point of service such as a CSC is a fairly new approach in the South African banking industry and this study provides an initial investigation of personality traits that may serve as job performance predictors in this environment.

  17. Customer Loyalty in Internet Banking

    Directory of Open Access Journals (Sweden)

    Y. Aysha Fathima

    2015-06-01

    Full Text Available In the era of challenges and cut throat competition in banking sector it has become inevitable for the banks to devise defensive strategies to retain their customers and build customer loyalty. The main aim of this study is to examine the factors affecting customer loyalty in online banks. To achieve this purpose, a detailed review of relevant literature was made and seven constructs were identified for the study. A survey was conducted and data was collected with a structured questionnaire. Pre analysis data screening was done to ensure that the study is fit for further statistical analysis. Multiple regression analysis was performed to investigate the relationship of constructs on customer loyalty. Results of the analysis identified customer satisfaction; bank’s reputation trust and habit were having significant influence on customer loyalty. Among the four factors, reputation of the bank and its corporate image is found to be more influential. Based on the findings, the implications and suggestions are made.

  18. A study on the effect of service quality on customer loyalty and corporate performance in financial industry

    Directory of Open Access Journals (Sweden)

    Chia-Ming Liu

    2017-09-01

    Full Text Available Since the government opened to the establishment of new private banks in 1990s, the competition in banking industry has become fierce in Taiwan. Especially, the establishment of financial holding companies after 2000s has resulted in the merge among financial institutions. The competition in banking industry becomes even fiercer. The price war of interest rate among banks gradually shortens the deposit and lending rate difference in banking industry that banks could no longer survive with the traditional business of deposit and lending rate differences. Banks have to attract customers with different service quality, satisfy customer needs, and create new profits for banking industry. Generally speaking, service quality is related to customer satisfaction after receiving service, and satisfaction becomes the internal assessment indicator of financial industry for customers. A lot of excellent foreign businesses or national financial institutions present brilliant competitiveness in the field of finance by the specialty and service quality. Taking Land Bank of Taiwan as the research subject, this study aims to discuss the effect of service quality on customer loyalty and corporate performance in financial industry. It is discovered in this study that an enterprise enhancing the service quality through the mediation effect of customer loyalty could effectively promote the corporate performance. For this reason, the relationship between customer loyalty and service quality, corporate performance are established in this study, and the results of the analysis could be the reference for banking industry in Taiwan.

  19. New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance

    Directory of Open Access Journals (Sweden)

    Jorge Linuesa-Langreo

    2017-05-01

    Full Text Available In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees’ needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units –in close contact with customers– was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today.

  20. Strategic Approach for Optimizing of Zakah Institution Performance: Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    Estu Widarwati

    2016-12-01

    Full Text Available Zakah is part of the Indonesian economy, which requires the development and structuring. The funds of zakah must be well managed by organizational zakah system which should be improved its performance. Therefore, there is a need of new approach concerning the zakah management based on muzakki’s behavior as an important resource in zakah institution. This paper explores the role of Customer Relationship Management (CRM in zakah institution linked the important of muzakki’s contribution who use services of its. Then it aims to expand the understanding about how CRM as one of strategic approach for organization such zakah institution to improve its performance which employes three main aspect of CRM, which are form of personnel (behavior of personnel, business process, and using technology. Furthermore, this paper tries to depict how CRM is able to raise the zakah funds collection from Moslem society especially Middle Class Moslem in Indonesia by customer (muzakki satisfaction and cost reduction of zakah institution.DOI: 10.15408/aiq.v9i1.4010 

  1. EFFECTS OF CUSTOMER ORIENTATION, LEARNING ORIENTATION AND INNOVATIVENESS ON HOTEL PERFORMANCE - EVIDENCE FROM CLUJ COUNTY

    Directory of Open Access Journals (Sweden)

    Stegerean Roxana

    2013-07-01

    Full Text Available This paper seeks to relate a strategy of diversification to inovativeness and to the performance of a hotel. Due to the more increased competition within the area of tourism e.g. hotel sector, the need of analyzing the variables mentioned in the title of the paper has become more and more obvious. The first part of the article regards the literature review for the three variables and thus, like an outcome four hypotheses are stated. The second part consists of developing findings for the studied region of Cluj County based on the presented research methodology. The results show that hotel performance is influenced by customer orientation and hotel innovativeness, while the latest one is associated in a positive manner with learning orientation. The three chosen variables could be considered real driven forces for competitiveness in the hotel sector. Thus, any management team should be aware of the results of this study and should create an appropriate environment within the organization able to sustain an expected performance level by focusing on the mentioned variables. Making a deeper analysis about the performance indicators, the results demonstrate the actual development stage of the hotel sector for Cluj County: above the national average, but with potential of growing, mainly from the perspective of efficiency. At this point, management should be aware about how significant could be innovativeness and learning orientation for creating or improving services and delivering processes. In the hotel sector it is very obvious that due to the increased role of employee the awareness is more valuable than in other sectors. Due to the most relevant market segment e.g. business tourism, the studied county is customer oriented and has a good mean value for sales goal achievement, also. In order to improve the profit goal achievement value, innovativeness and learning orientation have to be considered powerful instruments for management team. Taking

  2. A Data Mining Technique to Find Optimal Customers for Beneficial Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    T. Bhuvaneswari

    2012-01-01

    Full Text Available Problem statement: Modern companies and organizations are efficiently implementing a CRM strategy for managing a company interactions and relationships with customers. CRM systems have been developed and designed to support the areas of marketing, service process and sales. Many literature studies are available to preserve the customer relationship but small drawbacks occur in the existing methods. One method to maintain the customer relationship is frequency based method i.e., the company will give declination to the customer based on the historical data that is the customers how many times come to that company. These methods are not effective. Because the customers give revenue to that company is less. So the company revenue is affected. Approach: In this study, we propose a data mining and artificial technique to maintain the customer relationship between company and customers. Accomplishing this process, we maintain a historical database and then we use data mining ARM technique to mine the customer information from this database. We then present an artificial intelligence PSO technique to provide an offer to the selected customers. This offer does not affect the company revenues as well as satisfies the customers. This process will make a best relationship between the customers and organization and to satisfy the customers forever with company’s rules. Results: he simulation results have shown the performance of apriori algorithm for diverse combination of profit lengths of each customer. The performance of selected customer has been analyzed for five years. Finally the comparison results shows the selected customers are optimal comparing to other customers. Conclusion: The proposed method optimally selects the customers and also avoids the problems in the earliest methods. So, the relationship between customer and company is maintained successfully by using the proposed method.

  3. Pulmonary Function Affects Language Performance in Aging

    Directory of Open Access Journals (Sweden)

    Lewina O Lee

    2014-04-01

    associated with better ES performance (B = 6.64, SE = 2.43, p = .01. Higher FVC and FEV1 were related to better MN performance, but this did not reach statistical significance (FVC: B = 3.68, SE = 2.16, p = .09; FEV1: B = 4.92, SE = 2.64, p = .06. Higher FVC (B = 3.98, SE = 1.44, p = .01 and FEV1 (B = 4.79, SE = 1.75, p = .01 were associated with better ANT performance. The positive association between PF and BNT performance was marginally significant (FVC: B = 4.19, SE = 2.18, p = .06; FEV1: B = 3.51, SE = 2.66, p = .10. Discussion and Conclusion Better PF was associated with higher accuracy on sentence processing and naming-based lexical retrieval tasks, consistent with the conclusion that pulmonary function affects older adults’ language performance. Our findings support the emerging thesis that language changes in aging are influenced by health-related physiological and neural mechanisms (e.g., Albert et al., 2009; Cahana-Amitay et al., 2013. From a clinical perspective, these findings highlight the promise of targeting PF as an intervention for improving language abilities among the elderly.

  4. Performance analysis of supply chains under customer demand information sharing using role play game

    Directory of Open Access Journals (Sweden)

    T. Chinna Pamulety

    2012-04-01

    Full Text Available Supply chain is a network of organizations that work together and performs various business functions such as procurement of raw materials, converting the raw material into semi-finished or finished goods and distributing the same to their ultimate customers. Presence of bullwhip effect in a supply chain is costly and degrades the performance of the supply chain. Reduction in bullwhip effect can improve the efficiency or profitability of a supply chain. The objective of this paper is to know the impact of imperfect Advance Demand Information (ADI sharing on bullwhip effect in a four-stage serial supply chain and to evaluate the supply chain performance by conducting an experiment similar to the beer distribution game. The performance measures used are variance of orders placed by each stage, fill rate, total inventory at each stage and total holding cost of the supply chain. Results show that imperfect ADI improves the performance of the supply chain. The performance of the supply chain is also evaluated under order up to level (R, S policy with safety stock and it is found that the performance of supply chain is better when inventory policy used.

  5. Organizational climate configurations: relationships to collective attitudes, customer satisfaction, and financial performance.

    Science.gov (United States)

    Schulte, Mathis; Ostroff, Cheri; Shmulyian, Svetlana; Kinicki, Angelo

    2009-05-01

    Research on organizational climate has tended to focus on independent dimensions of climate rather than studying the total social context as configurations of multiple climate dimensions. The authors examined relationships between configurations of unit-level climate dimensions and organizational outcomes. Three profile characteristics represented climate configurations: (1) elevation, or the mean score across climate dimensions; (2) variability, or the extent to which scores across dimensions vary; and (3) shape, or the pattern of the dimensions. Across 2 studies (1,120 employees in 120 bank branches and 4,317 employees in 86 food distribution stores), results indicated that elevation was related to collective employee attitudes and service perceptions, while shape was related to customer satisfaction and financial performance. With respect to profile variability, results were mixed. The discussion focuses on future directions for taking a configural approach to organizational climate.

  6. Prioritization of Customer Helping Behavior in Improvement the performance of Business Company in Iran with Using AHP-Analytic

    Directory of Open Access Journals (Sweden)

    Hossein Rezaie Dolatabadi

    2012-07-01

    Full Text Available In our increasingly competitive and changing world, organizations are looking for new ways to increasing your profits. Thus knowing Methods in which having a low price for the organizations that it helps to improve performance is good, such as customers helping behavior. In this paper, using a scale of organizational citizenship behavior as a valid model for studying the range of customer helping behavior is designed. The purpose of this paper is Prioritization customer helping behavior. Our statistical population consists of 520 managers in some Isfahan's business organization which 230 have been chosen by using stratified randomized sampling. We get our information by making researcher- made questionnaires with 13 items. This article focuses eight factors associated with customer helping behavior includes: providing feedback, responding to research, displaying brands, improving behavior, promote word of mouth, brand loyalty, Forgiving behaviors, increase the size and price of purchase through the fuzzy AHP-Analytic.

  7. The three keys to quality customer service: opening the doors to exceptional performance.

    Science.gov (United States)

    Myers, Pennie; Nance, Don W

    2002-01-01

    Excellence in customer service requires three things. The first is a commitment to a set of principles. These principles reflect beliefs and assumptions that people are valuable and deserve to be treated with dignity and respect. This commitment is expressed to customers by an adherence to six customer-friendly processes and by personnel who possess a high level of skill in the behaviors that make up customer service. When these three requirements are met, laboratorians not only maintain a competitive edge but also fulfill their mission as health-care professionals.

  8. Investigating the Meditative Role of Innovation Orientation and Marketing Capabilities between the Competitive Intensity and Customer Relationship Performance

    Directory of Open Access Journals (Sweden)

    Marjan Mohaimani

    2014-02-01

    Full Text Available This study aims to test a conceptual model which shows the impact of marketing capabilities and innovation orientation on customer relationship performance. This study is placed in the group of descriptive survey research. According to the fact that the expected results can be applied to the ways of dealing with customers, this research can be considered an applied study. This research is also a kind of correlative study since the relationship between variables is examined by using correlation coefficient. It was found that expected competitive intensity impacts on both marketing capabilities and innovation orientation. Further, marketing capabilities and innovative orientation underlie customer relationship performance of firms. A key limitation of this study is that the questions about customer relationship performance are answered by employees. The result of this study suggests that firms should be prepared to take advantage of their innovation and marketing capabilities especially when they face high competitive intensity. Researchers proposed a model according to the theoretical framework and research objectives. The findings of this study suggest that bank managers will find opportunities and they will play an important role in strengthening marketing capabilities and customer relationship performance.

  9. Attribution, Affect, and College Exam Performance.

    Science.gov (United States)

    Arkin, Robert M.; Maruyama, Geoffrey M.

    1979-01-01

    College students attributed their own performance and the performance of the average student to ability, test difficulty, preparation, and luck. Successful students perceived internal factors and unsuccessful students perceived external factors as more important causes of their own performance. Students' anxiety and their ratings of the course and…

  10. How important is customer orientation for firm performance? A fuzzy set analysis of orientations, strategies, and environments

    NARCIS (Netherlands)

    Frambach, R.T.; Fiss, P.C.; Ingenbleek, P.T.M.

    2016-01-01

    Prior literature suggests that customer orientation interacts with other strategic factors, but yields mixed effects in terms of performance outcomes. In addition, capturing performance outcomes of complex systems of interdependencies using commonly employed methods, such as regression models, is

  11. Strategic Role of Customer Orientation in Differentiation Strategy and Organizational Performance Nexus: A Partial Least Square (PLS Approach

    Directory of Open Access Journals (Sweden)

    Haim Hilman

    2014-05-01

    Full Text Available The aim of this study is to investigate the nexus of differentiation strategy and organizational performance with customer orientation as a mediator in setting of the hotel industry in Malaysia. Data were gathered through a survey using mail and email questionnaire with a sample of 60 three to five star hotels. Smart PLS 2.0 (M3 was used to test the hypotheses. Findings suggest that customer orientation mediates the relationship of differentiation strategy and performance. This study is bridging the gap and presenting the importance of strategic role of customer orientation in facilitating differentiation strategy to produce better performance. It also provides several theoretical and practical implications for scholars and practitioners from perspective of this study.

  12. Surveying the Impact Quality of the Bank's electronic Services on Financial Performance (with the Emphasis on the Customer Satisfaction Model

    Directory of Open Access Journals (Sweden)

    Ali Panjomi Mohmoodi

    2014-06-01

    Full Text Available Survival of any organization in today's competitive environment, is based on clients. Every organization and its customers' current and future needs are identified and satisfied by providing to meet those needs, and it continues to be applied in order to increase their satisfaction. Many organizations utmost sense of audience satisfaction and value creation institute in their strategic plans, mission statements and policy organizations are planning accordingly. The aim of this study was to investigate the impact of e-banking service quality, customer satisfaction and financial performance of banks. This investigation is inspired by the idea of Long-Linked Technology of James Thompson, in an environment of uncertainty factors (the research model. This study was to investigate the effect of customer perceived e-service quality on bank financial performance and to test the mediating role of customer satisfaction on customer perception of service quality of financial performance of e-banking.The results of the field study analyzing the effects of e-service quality and customer satisfaction on financial performance of public and private banks have been gathered. The outcome of the analysis showed that the quality of the electronic components of the ATM quality of service, phone banking, internet banking quality, has a positive impact on customer satisfaction.The results showed that the effect of customer satisfaction due to the quality of e-banking services has a mediating role on the overall financial performance. Key Words: e-banking, customer satisfaction, performance, management. Normal 0 14 false false false IT X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Tabella normale"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso

  13. Managing Customer Expectations

    National Research Council Canada - National Science Library

    Jeff Parke

    2012-01-01

      If a service provider customer's satisfaction level is changing, find out if something has happened, either at the customer's end or at the service provider's, to affect their expectations or perceptions...

  14. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    & Westlund, 2003) as well as the structure of the framework (Eskildsen et al., 2004). We know however very little about how the structure of the individual markets with respect to, for instance, how the transparency of products and services affects customer satisfaction. The aim of this article is to analyze...... the effect of the transparency of products and services on customer satisfaction with respect to Danish mobile phone companies, banks and supermarkets from 2004 based on the authors' experiences from the various analyses conducted within the EPSI rating initiative....

  15. Change leadership behaviors to change performance results: the foundation of top customer satisfaction.

    Science.gov (United States)

    Sherman, Stephanie G

    2002-01-01

    Raising customer satisfaction in health-care organizations has been a priority for the past 5 years or more. Articles and books continue to be written on the topic and speeches and presentations are given to eager audiences of professionals who have a deep desire to improve customer satisfaction. Yet research indicates that customer satisfaction, on average, in the health-care industry barely has improved. This column will examine why some organizations, using the same best practice techniques and approaches for top customer satisfaction, achieve wonderful results as most others achieve meager results, at best. The answer to achieving top customer satisfaction lies in the leadership of the organization. When leaders change their thinking and behaviors, results will change.

  16. The internal and external customer focused process improvement and the performance analysis studies in healthcare systems

    Directory of Open Access Journals (Sweden)

    Piril Tekin

    2017-07-01

    Full Text Available Purpose: The main contribution of this paper is to generate an optimum solution for capacity planning and appointment scheduling issues, which are frequently encountered in clinical flows with various route and treatment periods at dental hospitals. Design/methodology/approach: It is essential to define the system well in order to ensure that the working staff and patients use their time very efficiently and that the process flows continuously. By having examined a sample healthcare system through the help of a study addressed in such context, studies on process improvement in line with the dissatisfactions of the working staff and patients have been carried out. Within the scope of the study, the operation of 7 Departments in a dental hospital undergoing a treatment process have been reviewed and examined. The problems encountered as result of the observations made are discussed in detail, and formerly and recently designed system performance analyses are conducted by having performed the respective process improvement studies. The relevant samplings of this study are modeled via the Arena Simulation Program. The data of the previous four months is used in the parameters, which are used through the modellings. The system data are entered by taking into account seasonal characteristics of the data. Findings: The analyses are made as a consequence of such study that has been addressed, it is established that the efficiency of the internal customers of the hospital increases substantially, and that the waiting durations of the dental patients decrease and in turn, the external customer satisfaction increases drastically. Research limitations/implications: Under the scope of the present study, 7 different treatment processes are analysed in a dental hospital in Cukurova Region with a significant patient potential. The treatment clinics present in the hospital are radiology, periodontology, surgery, treatment, orthodontics and prosthesis. These

  17. Does Labor Diversity Affect Firm Performance?

    DEFF Research Database (Denmark)

    Pytlikova, Mariola; Pozzoli, Dario; Parrotta, Pierpaolo

    Using an employer-employee dataset, we analyze how diversity in cultural background, skills and demographic characteristics affects total factor productivity (TFP) of firms in Denmark. Implementing structural estimation of firms’ production function, we find evidence that labor diversity in skill...... openness, giving support to the hypothesis that an ethnically diverse workforce provides information and access to global markets....... costs connected to a more demographically and culturally diverse workforce, counteract the positive effects of diversity on firm TFP, coming from creativity and knowledge spillovers. However, we find that ethnic diversity is valuable for firms operating in industries characterized by above-average trade...

  18. Investigating the effects of strategic planning on organizational performance (Being studied by the Customs of Islamic Republic of Iran

    Directory of Open Access Journals (Sweden)

    Davood Feiz

    2016-03-01

    Full Text Available The strategic planning investigates the position of organization in the competitive environment. This process, in turn, can influence the performance of the organization as well. Thus, in this article the effect of strategic planning on organizational performance (financial and non-financial is investigated in Customs of Islamic Republic of Iran. The sample includes 155 managers and staff of Islamic Republic of Iran Customs in Tehran, among which a questionnaire has been distributed randomly.The results of structural equation modeling using LISREL software shows no significant relationship between strategic planning and financial performance, however, its relationship with non-financial performance is confirmed. In addition, the results reveal that there is a relationship between non-financial performance with high correlation and financial performance and influences that.

  19. Effects of a Custom Bite-Aligning Mouthguard on Performance in College Football Players.

    Science.gov (United States)

    Drum, Scott N; Swisher, Anna M; Buchanan, Christina A; Donath, Lars

    2016-05-01

    Besides injury prevention, mouthguards can also be employed to improve physical performance. The effects of personalization of mouthguards have rarely been investigated. This 3-armed, randomized, controlled crossover trial investigated the difference of wearing (a) personalized or custom-made (CM, e.g., bite-aligned), (b) standard (BB, boil and bite), and (c) no (CON) mouthguards on general fitness parameters in experienced collegiate football players. A group of 10 upperclassmen (age, 19-22 years; mean ± SD: age = 20.7 ± 0.8 years; body mass = 83 ± 7.4 kg; height = 179.1 ± 5.2 cm; body mass index = 25.9 ± 2.2 kg·cm), National Collegiate Athletic Association Division II football players with at least 2 years of playing experience, were randomly assigned to the 3 mouthguard conditions: a randomized, within-subjects repeated-measures design was applied. All participants were randomly tested on strength and endurance performance V[Combining Dot Above]O2max testing, with Bruce treadmill protocol including (a) time to fatigue, (b) blood lactate concentration in millimoles per liter at stage 2 and (c) at peak fatigue, (d) flexibility, (e) reaction time, (f) squat vertical jump, (g) countermovement vertical jump, and (h) 1 repetition maximum bench press. Repeated-measures analysis of variance showed no significant differences between the 3 conditions for each outcome variable (0.23 football players is questioned. Further studies with larger sample sizes, gender comparison, and (sport) discipline-specific performance testing are needed.

  20. Factors affecting bismuth vanadate photoelectrochemical performance

    OpenAIRE

    Sinclair, Timothy S.; Hunter, Bryan M.; Winkler, Jay R.; Gray, Harry B.; Müller, Astrid M.

    2015-01-01

    Bismuth vanadate is a promising photoanode material, but recent reports on undoped BiVO_4 without sublayers and co-catalysts showed large variations in photocurrent generation. We addressed this issue by correlating photoelectrochemical performance with physical properties. We devised a novel anodic electrodeposition procedure with iodide added to the aqueous plating bath, which allowed us to prepare BiVO_4 photoanodes with virtually identical thicknesses but different morphologies, and we co...

  1. Factors affecting penetrating captive bolt gun performance.

    Science.gov (United States)

    Gibson, Troy J; Mason, Charles W; Spence, Jade Y; Barker, Heather; Gregory, Neville G

    2015-01-01

    Captive bolt stunning is used for rendering livestock insensible at slaughter. The mechanical factors relating to performance of 6 penetrating captive bolt gun (CBG) models were examined. The Matador Super Sécurit 3000 and the .25 Cash Euro Stunner had the highest kinetic energy values (443 J and 412 J, respectively) of the CBGs tested. Ninety percent (27/30) of CBGs held at a government gun repository (United Kingdom) were found to have performed at a normal standard for the model, while 53% (10/19) of commercial contractor CBGs tested were found to underperform for the gun model. When the .22 Cash Special was fired 500 times at 4 shots per min, the gun reached a peak temperature of 88.8°C after 2.05 hr. Repeat firing during extended periods significantly reduced the performance of the CBG. When deciding on the appropriate CBG/cartridge combination, the kinetic energy delivered to the head of the nonhuman animal, bolt penetration depth, and species/animal type must be considered. It is recommended that CBGs are routinely checked for wear to the bolt and barrel if they are repeatedly fired in a session.

  2. Using Goals, Feedback, Reinforcement, and a Performance Matrix to Improve Customer Service in a Large Department Store

    Science.gov (United States)

    Eikenhout, Nelson; Austin, John

    2005-01-01

    This study employed an ABAC and multiple baseline design to evaluate the effects of (B) feedback and (C) a package of feedback, goalsetting, and reinforcement (supervisor praise and an area-wide celebration as managed through a performance matrix, on a total of 14 various customer service behaviors for a total of 115 employees at a large…

  3. Hedging customers.

    Science.gov (United States)

    Dhar, Ravi; Glazer, Rashi

    2003-05-01

    You are a marketing director with $5 million to invest in customer acquisition and retention. Which customers do you acquire, and which do you retain? Up to a point, the choice is obvious: Keep the consistent big spenders and lose the erratic small ones. But what about the erratic big spenders and the consistent small ones? It's often unclear whether you should acquire or retain them and at what cost. Businesses have begun dealing with unpredictable customer behavior by following the practices of sophisticated investors who own portfolios comprising dozens of stocks with different, indeed divergent, histories and prospects. Each portfolio is diversified so as to produce the investor's desired returns at the particular level of uncertainty he or she can tolerate. Customers, too, are assets--risky assets. As with stocks, the cost of acquiring them is supposed to reflect the cash-flow values they are likely to generate. The authors explain how to construct a portfolio based on the notion that a customer's risk-adjusted lifetime value depends on its anticipated effect on the riskiness of the group it is joining. They also show how this approach was used to identify the best prospects for Myron Corporation, a global leader in the personalized business-gift industry. The concept of risk-adjusted lifetime value has a transforming power: For companies that rely on it, product managers will be replaced by customer managers, and the current method of accounting for profit and loss--which is by product--will be replaced by one that determines each customer's P&L. Once adjusted for risk, those P&Ls will become the firm's key performance and operational metric.

  4. Does Labor Diversity Affect Firm Performance?

    DEFF Research Database (Denmark)

    Pytlikova, Mariola; Pozzoli, Dario; Parrotta, Pierpaolo

    /education significantly enhances firm performance as measured by firm TFP. Conversely, diversity in demographics and ethnicity brings mixed results – both dimensions of workforce diversity have either no or negative effects on firm TFP. Hence, it seems as if the negative effects, coming from communication and integration...... costs connected to a more demographically and culturally diverse workforce, counteract the positive effects of diversity on firm TFP, coming from creativity and knowledge spillovers. However, we find that ethnic diversity is valuable for firms operating in industries characterized by above-average trade...... openness, giving support to the hypothesis that an ethnically diverse workforce provides information and access to global markets....

  5. Does Judge Turnover Affect Judicial Performance?

    DEFF Research Database (Denmark)

    Guerra, Alice; Tagliapietra, Claudio

    2017-01-01

    Italy is among the countries with the highest litigation rate and those with the highest duration of trials. This article shows that judge turnover contributes negatively to delays in Italian courts and outlines possible policies for improvement. In Italy, judges can voluntarily move from one...... office to another after three years of mandate, and the law prescribes their transfer after ten years to guarantee their independence. Flaws in the process managing the backlog of outbound judges and the existence of asynchrony between outbound and inbound transfers produce a chain of delays...... to the disposition of court cases. Using a novel dataset on Court of Appeal Districts in Italy (2008–2012), we provide evidence of a strong negative relation between high turnover rates and judicial performance. We find that marginal increases in judge turnover rates lead to a statistically significant decrease...

  6. Studying the Effects of Customer Relationship Management on the Marketing Performance (Isfahan Saderat Bank as a case Study

    Directory of Open Access Journals (Sweden)

    Mahsa Namjoyan

    2013-09-01

    Full Text Available The purpose of the present study is to examine the effects of customer relationship management on the marketing performance. The statistical population of this study includes branches of Isfahan Saderat bank. In order to collect the data, a self-administrated questionnaire has been used. Validity of this questionnaire has been examined through Kendal coefficient. This value is 0.75 for this questionnaire that confirms its validity. Also Crocbachs’ Alpha Coefficient has been use to examine and confirm reliability of the questionnaire. This value is 0.82 for our questionnaire that confirm its reliability. In order to test the hypotheses and analyze the data, structural equation modeling has been used in Amos20. The results reveal that the customer relationship management influences marketing performance (path coefficient: 0.79, t-value: 3.83. Also the results show that concentration on the key accounts, technology-based customer relationship management, knowledge management, customer relationship management organization have significant positive effects on the marketing performance.

  7. 41 CFR 102-85.190 - Can GSA Rent be adjusted when standard levels of service are performed by other customer agencies?

    Science.gov (United States)

    2010-07-01

    ... when standard levels of service are performed by other customer agencies? 102-85.190 Section 102-85.190... perform or contract for such services must be obtained in advance by the customer agency from the... of Service § 102-85.190 Can GSA Rent be adjusted when standard levels of service are performed by...

  8. The Relationship between Customer Relationship Management( CRM and Performance In Makazy Province Gas Company.

    Directory of Open Access Journals (Sweden)

    ATEFEH HAMZELOO

    2014-07-01

    Full Text Available CRM stands for customer relationship management, which sounds like a good thing. But what is it, exactly? Turns out it can mean different things to different businesses. Perhaps in no other industry are acronyms bandied about as in technology, especially business technology. CRM is one such widely-used acronym that stands for Customer Relationship Management. Mention CRM and many listeners' eyes will glaze over with boredom-but that's probably because they don't really understand what it is. Actually, CRM is a strategic business tool that helps companies streamline their business processes especially with sales and marketing and can increase revenue by attracting and retaining customers and shortening the time it takes to close a sales deal. If you're not interested in all of that, you're probably not that serious about your business.

  9. 手机企业顾客忠诚度影响因素探析%Factors Analysis on Affecting the Customer Loyalty in Phone Enterprises

    Institute of Scientific and Technical Information of China (English)

    陶应虎; 吉青文

    2014-01-01

    对手机企业的顾客忠诚度进行了深入的探析。在剖析顾客忠诚度的内涵的基础上,分析了顾客忠诚度对手机企业发展的重要性,探讨了影响手机企业顾客忠诚度的相关因素,提出了培育手机企业顾客忠诚度的措施。%This paper conducts a deep analysis on the customer loyalty of mobile phone enterpri-ses.First,on the basis of analyzing the connotation of customer loyalty,it analyzes the impor-tance of customer loyalty in the mobile phone enterprises.Then,it discusses relevant factors affecting the customer loyalty of mobile phone enterprises.Finally,the paper puts forward some measures to cultivate the customer loyalty of mobile phone enterprises.

  10. When to "Fire" Customers: Customer Cost-Based Pricing

    OpenAIRE

    Jiwoong Shin; Sudhir, K.; Dae-Hee Yoon

    2012-01-01

    The widespread adoption of activity-based costing enables firms to allocate common service costs to each customer, allowing for precise measurement of both the cost to serve a particular customer and the customer's profitability. In this paper, we investigate how pricing strategies based on customer cost information affects a firm's customer acquisition and retention dynamics, and ultimately its profit, using a two-period monopoly model with high- and low-cost customer segments. Although past...

  11. Mass Customization Measurements Metrics

    DEFF Research Database (Denmark)

    Nielsen, Kjeld; Brunø, Thomas Ditlev; Jørgensen, Kaj Asbjørn

    2014-01-01

    A recent survey has indicated that 17 % of companies have ceased mass customizing less than 1 year after initiating the effort. This paper presents measurement for a company’s mass customization performance, utilizing metrics within the three fundamental capabilities: robust process design, choice...... navigation, and solution space development. A mass customizer when assessing performance with these metrics can identify within which areas improvement would increase competitiveness the most and enable more efficient transition to mass customization....

  12. TWO DETERMINING FACTORS IN INCREASING OF FINANCIAL PERFORMANCE: CUSTOMER SATISFACTION AND EMPLOYEE SATISFACTION: A RESEARCH IN SUPERMARKETS OPERATING IN MALATYA

    Directory of Open Access Journals (Sweden)

    Osman ULUYOL

    2011-06-01

    Full Text Available Taking into consideration the financial criteria such as profitability, growth, sales volume and market share, don’t seem enough in evaluating the financial performance of a business. Because, these criteria are mainly related to the past performance of a business. For an evaluation directed for the future different factors other than the financial ones, which are also effective on financial success must be taken into consideration. The level of customer satisfaction and job satisfaction of the employees, which are effective in the financial performance of a firm in the future, is effective on the financial performance of a firm directly or indirectly in different levels. The aim of this study is testing the relation between “employee satisfaction and customer satisfaction” and to research the effect of both on the financial success of supermarkets, which are mainly service businesses. The research findings show that “the mediating effect of customer satisfaction between employee satisfaction and financial performance is strong”.

  13. Behavioural asymmetry affects escape performance in a teleost fish

    NARCIS (Netherlands)

    Dadda, Marco; Koolhaas, Wouter H.; Domenici, Paolo

    2010-01-01

    Escape performance is fundamental for survival in fish and most other animals. While previous work has shown that both intrinsic (e.g. size, shape) and extrinsic (e.g. temperature, hypoxia) factors can affect escape performance, the possibility that behavioural asymmetry may affect timing and locomo

  14. The reinforcing effect of a firm's customer orientation and supply-base orientation on performance

    NARCIS (Netherlands)

    Ziggers, G.W.; Henseler, J.

    2016-01-01

    Although the merits of maintaining strategic orientations such as customer orientation and supply-base orientation have been discussed in the literature, there is relatively little understanding of how these strategic orientations interrelate. Drawing on dynamic capability theory, this study examine

  15. Resource specialization, customer orientation, and firm performance: an empirical investigation of valuable resources

    DEFF Research Database (Denmark)

    Sørensen, Hans Eibe

    2011-01-01

    This study contributes to the strategic marketing research by empirically investigating the role of customer orientation in explaining how firms leverage their specialized but vulnerable resources. The aim is thus to explore a subset of the means by which resources become valuable to the firm – t...

  16. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

    , customer loyalty and performance, and optimal customer satisfaction is characterized which will help management choose the right quality parameters for improvement. Second, the paper describes empirical evidence that customer satisfaction measures, based on a modelling approach, have impact on economic......The topic for this paper is the link between customer satisfaction and business performance, which makes it possible to use customer satisfaction measures as basis for creating business excellence. First, the paper presents microeconomic models for the relationship between customer satisfaction...

  17. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

    The topic for this paper is the link between customer satisfaction and business performance, which makes it possible to use customer satisfaction measures as basis for creating business excellence. First, the paper presents microeconomic models for the relationship between customer satisfaction......, customer loyalty and performance, and optimal customer satisfaction is characterized which will help management choose the right quality parameters for improvement. Second, the paper describes empirical evidence that customer satisfaction measures, based on a modelling approach, have impact on economic...

  18. FCJ-150 AffeXity: Performing Affect with Augmented Reality

    Directory of Open Access Journals (Sweden)

    Susan Kozel

    2012-01-01

    Full Text Available This discussion of affect and performance is based on early research for an artistic project called AffeXity exploring the use of augmented reality to embed affective choreographies in urban spaces. Affect is understood in terms of intensities and contingency, while performance is defined as a triangulation of bodily movement, emergence and shimmering. After a brief reflection on how technical development and artistic processes impact each other, the middle section of this article contains ‘an inventory of shimmers’ which are words from the processes of dance improvisation, video capture and editing. A methodological perspective is proposed. It is called affective sensibility.

  19. Exploring the interrelationships among operations management practices, customer perceptions of service quality and performance of hotels

    OpenAIRE

    Al-Zaidi, Asma Nasser Mohammed

    2012-01-01

    Hospitality and tourism are important sectors of any economy. In the service sector, achieving a level of service quality that satisfies customers usually results in a competitive advantage in the market. The concept of service quality in hotels has been the subject of many research studies and there are numerous published works in the field. However, only a few studies have focused on the determinants of service quality for hotels using a set of comprehensive criteria. Thus, conceptualizing...

  20. Exploring the interrelationships among operations management practices, customer perceptions of service quality and performance of hotels

    OpenAIRE

    Al-Zaidi, Asma Nasser Mohammed

    2012-01-01

    Hospitality and tourism are important sectors of any economy. In the service sector, achieving a level of service quality that satisfies customers usually results in a competitive advantage in the market. The concept of service quality in hotels has been the subject of many research studies and there are numerous published works in the field. However, only a few studies have focused on the determinants of service quality for hotels using a set of comprehensive criteria. Thus, conceptualizing...

  1. English Idioms and Customs

    Institute of Scientific and Technical Information of China (English)

    张小乔

    2015-01-01

    Customs is a kind of social phenomenon. They are not the product of individuals but that of the collective in the society,which are affected by politics, economy, religion, literary art and so on and then affect those things in reverse. English idioms aregreatly influenced by English customs.

  2. Mathematics Anxiety and the Affective Drop in Performance

    Science.gov (United States)

    Ashcraft, Mark H.; Moore, Alex M.

    2009-01-01

    The authors provide a brief review of the history and assessment of math anxiety, its relationship to personal and educational consequences, and its important impact on measures of performance. Overall, math anxiety causes an "affective drop," a decline in performance when math is performed under timed, high-stakes conditions, both in laboratory…

  3. Overall Well-Being and Supervisor Ratings of Employee Performance, Accountability, Customer Service, Innovation, Prosocial Behavior, and Self-Development.

    Science.gov (United States)

    Wu, Hao; Sears, Lindsay E; Coberley, Carter R; Pope, James E

    2016-01-01

    The aim of this study was to study the effects of overall well-being and well-being change on six supervisor-rated indicators of employee performance valued by organizations: overall performance, accountability, customer service, innovation, prosocial behavior, and self-development. The current study used two waves of well-being survey data collected over 2 years and supervisor performance ratings for 5691 employees. Ordinary least squares regression was conducted. Both well-being at baseline and two-year change in well-being were related to all six supervisor-rated performance dimensions, controlling for other employee characteristics. Overall well-being likely functioned as a resource enabling people to successfully perform across the specific areas highly valued by their company. Given this connection, well-being interventions could be used as a means to accomplish improved performance in dimensions that contribute to organizational performance.

  4. Factors Affecting Students' Performance and Practice on Map ...

    African Journals Online (AJOL)

    Factors Affecting Students' Performance and Practice on Map Reading Skills: A ... In Ethiopia, the teaching and learning process of map reading skills is based on ... identifying effective study techniques, the students' willingness to do school ...

  5. Affective and Emotional Performances of Danger on Tours

    NARCIS (Netherlands)

    Buda, Dorina; van Hoven, Bettina

    2014-01-01

    In this paper we discuss how danger is affectively and emotionally experienced and performed in different tourism contexts. We draw on Brian Massumi’s work on affect as intensity to show how danger is experienced and outlived to tell the story. The exact origin of danger is not the most important, t

  6. Perfectionism, Performance, and State Positive Affect and Negative Affect after a Classroom Test

    Science.gov (United States)

    Flett, Gordon L.; Blankstein, Kirk R.; Hewitt, Paul L.

    2009-01-01

    The current study examined the associations among trait dimensions of perfectionism, test performance, and levels of positive and negative affect after taking a test. A sample of 92 female university students completed the Multidimensional Perfectionism Scale one week prior to an actual class test. Measures of positive affect and negative affect…

  7. Noise Affects Performance on the Montreal Cognitive Assessment.

    Science.gov (United States)

    Dupuis, Kate; Marchuk, Veronica; Pichora-Fuller, M Kathleen

    2016-09-01

    We investigated the effect of background noise on performance on the Montreal Cognitive Assessment (MoCA). Two groups of older adults (one with clinically normal hearing, one with hearing loss) and a younger adult group with clinically normal hearing were administered two versions of the MoCA under headphones in low and high levels of background noise. Intensity levels used to present the test were customized based on the hearing abilities of participants with hearing loss to yield a uniform level of difficulty across listeners in the high-level noise condition. Both older groups had poorer MoCA scores in noise than the younger group. Importantly, all participants had poorer MoCA scores in the high-noise (M = 22.7/30) compared to the low-noise condition (M = 25.7/30, p noise in the test environment should be considered when cognitive tests are conducted and results interpreted, especially when testing older adults.

  8. Factors affecting the performance of professional nurses in Namibia

    Directory of Open Access Journals (Sweden)

    Magdalene H. Awases

    2013-01-01

    Full Text Available Background: Professional nurses play a vital role in the provision of health care globally. The performance of health care workers, including professional nurses, link closely to the productivity and quality of care provision within health care organisations. It was important to identify factors influencing the performance of professional nurses if the quality of health care delivery was to improved.Objectives: The aim of the present study was to identify factors affecting the performance of professional nurses in Namibia.Method: A quantitative, descriptive survey was used to collect data by means of a questionnaire. A random sample of 180 professional nurses was selected from six hospitals in three regions of Namibia.Results: Factors affecting the performance of nurses negatively were identified such as: lack of recognition of employees who are performing well, quality performance outcomes and an absence of a formal performance appraisal system and poor working conditions. Various factors contribute to both the positive and negative performance of professional nurses in Namibia. Strategies were developed for addressing the negative factors that could positively affect the performance of professional nurses in Namibia.Conclusions: This study emphasises the importance of developing strategies to promote the performance of nurses; build knowledge and expertise; develop mechanisms for improving the performance of nurses; expand leadership and management capacity; and generate information and knowledge through research.

  9. Developing collective customer knowledge and service climate: The interaction between service-oriented high-performance work systems and service leadership.

    Science.gov (United States)

    Jiang, Kaifeng; Chuang, Chih-Hsun; Chiao, Yu-Ching

    2015-07-01

    This study theorized and examined the influence of the interaction between Service-Oriented high-performance work systems (HPWSs) and service leadership on collective customer knowledge and service climate. Using a sample of 569 employees and 142 managers in footwear retail stores, we found that Service-Oriented HPWSs and service leadership reduced the influences of one another on collective customer knowledge and service climate, such that the positive influence of service leadership on collective customer knowledge and service climate was stronger when Service-Oriented HPWSs were lower than when they were higher or the positive influence of Service-Oriented HPWSs on collective customer knowledge and service climate was stronger when service leadership was lower than when it was higher. We further proposed and found that collective customer knowledge and service climate were positively related to objective financial outcomes through service performance. Implications for the literature and managerial practices are discussed. (c) 2015 APA, all rights reserved).

  10. Lighting affects student's performance positively: Findings from three Dutch studies

    NARCIS (Netherlands)

    Sleegers, P.J.C.; Moolenaar, N.M.; Galetzka, M.; Van Dijk, J.; Pruyn,A.; Sarroukh, B.E.; Van der Zande, B.M.I.

    2011-01-01

    The importance of artificial and natural lighting for performance inhuman adults is well established. However, evidence on the extent to which lighting affects school performance of young children is sparse. This article evaluates the effect of lighting conditions (withvertical illuminances between

  11. Exposure to scientific theories affects women's math performance.

    Science.gov (United States)

    Dar-Nimrod, Ilan; Heine, Steven J

    2006-10-20

    Stereotype threat occurs when stereotyped groups perform worse as their group membership is highlighted. We investigated whether stereotype threat is affected by accounts for the origins of stereotypes. In two studies, women who read of genetic causes of sex differences performed worse on math tests than those who read of experiential causes.

  12. Lighting affects student's performance positively: Findings from three Dutch studies

    NARCIS (Netherlands)

    Sleegers, P.J.C.; Moolenaar, N.M.; Galetzka, M.; Van Dijk, J.; Pruyn,A.; Sarroukh, B.E.; Van der Zande, B.M.I.

    2011-01-01

    The importance of artificial and natural lighting for performance inhuman adults is well established. However, evidence on the extent to which lighting affects school performance of young children is sparse. This article evaluates the effect of lighting conditions (withvertical illuminances between

  13. Doing the right thing without being told: joint effects of initiative climate and general self-efficacy on employee proactive customer service performance.

    Science.gov (United States)

    Raub, Steffen; Liao, Hui

    2012-05-01

    We developed and tested a cross-level model of the antecedents and outcomes of proactive customer service performance. Results from a field study of 900 frontline service employees and their supervisors in 74 establishments of a multinational hotel chain located in Europe, the Middle East, Africa, and Asia demonstrated measurement equivalence and suggested that, after controlling for service climate, initiative climate at the establishment level and general self-efficacy at the individual level predicted employee proactive customer service performance and interacted in a synergistic way. Results also showed that at the establishment level, controlling for service climate and collective general service performance, initiative climate was positively and indirectly associated with customer service satisfaction through the mediation of aggregated proactive customer service performance. We discuss important theoretical and practical implications of these findings. (PsycINFO Database Record (c) 2012 APA, all rights reserved).

  14. Predicting performance expectations from affective impressions: linking affect control theory and status characteristics theory.

    Science.gov (United States)

    Dippong, Joseph; Kalkhoff, Will

    2015-03-01

    Affect control theory (ACT) and status characteristics theory (SCT) offer separate and distinct explanations for how individuals interpret and process status- and power-relevant information about interaction partners. Existing research within affect control theory offers evidence that status and power are related to the affective impressions that individuals form of others along the dimensions of evaluation and potency, respectively. Alternately, status characteristics theory suggests that status and power influence interaction through the mediating cognitive construct of performance expectations. Although both theories have amassed an impressive amount of empirical support, research has yet to articulate theoretical and empirical connections between affective impressions and performance expectations. The purpose of our study is to address this gap. Elaborating a link between ACT and SCT in terms of their central concepts can serve as a stepping stone to improving the explanatory capacity of both theories, while providing a potential bridge by which they can be employed jointly.

  15. Turbomachine Sealing and Secondary Flows. Part 1; Review of Sealing Performance, Customer, Engine Designer, and Research Issues

    Science.gov (United States)

    Hendricks, R. C.; Steinetz, B. M.; Braun, M. J.

    2004-01-01

    Although forces outside our control shape our industry, turbomachine sealing research, design, and customer agendas established in 1978 by Ludwig, Campbell, and Smith in terms of specific fuel consumption and performance remain as objectives today. Advances have been made because failures of the space shuttle main engine turbomachinery ushered in a new understanding of sealing in high-power-density systems. Further, it has been shown that changes in sealing, especially for high-pressure rotors, dramatically change the performance of the entire engine or turbomachine. Maintaining seal leakages and secondary flows within engine design specifications remains the most efficient and cost effective way to enhance performance and minimize maintenance costs. This three-part review summarizes experiences, ideas, successes, and failures by NASA and the U.S. aerospace industry in secondary flow management in advanced turbomachinery. Part 1 presents system sealing, part 2 system rotordynamics, and part 3 modeling, with some overlap of each part.

  16. Agility in Team Sports: Testing, Training and Factors Affecting Performance.

    Science.gov (United States)

    Paul, Darren J; Gabbett, Tim J; Nassis, George P

    2016-03-01

    Agility is an important characteristic of team sports athletes. There is a growing interest in the factors that influence agility performance as well as appropriate testing protocols and training strategies to assess and improve this quality. The objective of this systematic review was to (1) evaluate the reliability and validity of agility tests in team sports, (2) detail factors that may influence agility performance, and (3) identify the effects of different interventions on agility performance. The review was undertaken in accordance with the Preferred Reporting Items for Systematic Reviews and Meta-Analyses guidelines. We conducted a search of PubMed, Google Scholar, Science Direct, and SPORTDiscus databases. We assessed the methodological quality of intervention studies using a customized checklist of assessment criteria. Intraclass correlation coefficient values were 0.80-0.91, 0.10-0.81, and 0.81-0.99 for test time using light, video, and human stimuli. A low-level reliability was reported for youth athletes using the video stimulus (0.10-0.30). Higher-level participants were shown to be, on average, 7.5% faster than their lower level counterparts. Reaction time and accuracy, foot placement, and in-line lunge movement have been shown to be related to agility performance. The contribution of strength remains unclear. Efficacy of interventions on agility performance ranged from 1% (vibration training) to 7.5% (small-sided games training). Agility tests generally offer good reliability, although this may be compromised in younger participants responding to various scenarios. A human and/or video stimulus seems the most appropriate method to discriminate between standard of playing ability. Decision-making and perceptual factors are often propositioned as discriminant factors; however, the underlying mechanisms are relatively unknown. Research has focused predominantly on the physical element of agility. Small-sided games and video training may offer effective

  17. Analyzing Cost Parameters Affecting Map Reduce Application Performance

    Directory of Open Access Journals (Sweden)

    N.K. Seera

    2016-08-01

    Full Text Available Recently, big data analysis has become an imperative task for many big companies. Map-Reduce, an emerging distributed computing paradigm, is known as a promising architecture for big data analytics on commodity hardware. Map-Reduce, and its open source implementation Hadoop, have been extensively accepted by several companies due to their salient features such as scalability, elasticity, fault-tolerance and flexibility to handle big data. However, these benefits entail a considerable performance sacrifice. The performance of a Map-Reduce application depends on various factors including the size of the input data set, cluster resource settings etc. A clear understanding of the factors that affect Map-Reduce application performance and the cost associated with those factors is required. In this paper, we study different performance parameters and an existing Cost Optimizer that computes the cost of Map-Reduce job execution. The cost based optimizer also considers various configuration parameters available in Hadoop that affect performance of these programs. This paper is an attempt to analyze the Map-Reduce application performance and identifying the key factors affecting the cost and performance of executing Map-Reduce applications.

  18. Production and performance of the silicon sensor and custom readout electronics for the PHENIX FVTX tracker

    Energy Technology Data Exchange (ETDEWEB)

    Kapustinsky, Jon S., E-mail: jonk@lanl.go [Los Alamos National Laboratory, Mailstop H846, PO Box 1663, Los Alamos, 87545 New Mexico (United States)

    2010-05-21

    The Forward Silicon Vertex Tracker (FVTX) upgrade for the PHENIX detector at RHIC will extend the vertex capability of the central PHENIX Silicon Vertex Tracker (VTX). The FVTX is designed with adequate spatial resolution to separate decay muons coming from the relatively long-lived heavy quark mesons (Charm and Beauty), from prompt particles and the longer-lived pion and kaon decays that originate at the primary collision vertex. These heavy quarks can be used to probe the high-density medium that is formed in Au+Au collisions at RHIC. The FVTX is designed as two endcaps. Each endcap comprises four silicon disks covering opening angles from 10{sup o} to 35{sup o} to match the existing muon arm acceptance. Each disk consists of p-on-n, silicon wedges, with ac-coupled mini-strips on 75 {mu}m radial pitch and projective length in the phi direction that increases with radius. A custom front-end chip, the FPHX, has been designed for the FVTX. The chip combines fast trigger capability with data push architecture in a low-power design.

  19. GLOBAL TOURISM PERFORMANCE IN RELATION TO CUSTOMER RELATIONSHIP MANAGEMENT FROM THE SOCIAL MEDIA PERSPECTIVE

    Directory of Open Access Journals (Sweden)

    FIROIU DANIELA

    2014-05-01

    Full Text Available Having one of the most prominent dynamics globally, tourism is still under the influence of several factors, extremely different and diverse, with sometimes profound influences, difficult to explain and to commensurate. The consequence, especially that of the economic and technological expansion, is that tourism in the 21st century acquires new meanings, with multiple roles, from influences on the lifestyle and the social status, to know-how influences on organizations. Apparently, one of the factors with major implications for productive aspects, the technological factor, is currently becoming, for the actors in the tourism industry, one of the progress binders, with positive effects both in the creation, distribution and sale of tourism products and in the area of pre and post sale relationships with customers. In this context, Social Media, the most important and discussed topic regarding the online environment nowadays has become, for the tourism industry as well, a difficult to manage phenomenon, through the benefits but also through the risks regarding a new way of communication, a deep, transparent, fast one. Social CRM represents the next step to take for companies that want to get closer to their clients, becoming more efficient and competitive

  20. Bank Value: Comparing Customer and Employee Perceptions

    Directory of Open Access Journals (Sweden)

    Jelena Titko

    2012-06-01

    Full Text Available In the modern competitive environment, banks create the value generally using the relational capital. Thus, customer satisfaction and loyalty are the main components of bank success in a market. In turn, customer satisfaction is affected by bank service quality that determines bank’s value perceived by clients. The main goal of the research is to determine factors affecting bank value perceived by customers to examine the gaps in customers’ and employees’ perceptions of these factors. The goal of the paper is to prepare a theoretical basis for the survey and to describe and theoretically validate the design of the research instrument. To achieve the goal the brief literature review was conducted in the fields of relationship value management, service quality and customer buying behaviour. The statements of the questionnaire were developed based on Kotler’s concept of a customer perceived value and different variations of the SERVQUAL model. To purify the developed questionnaires, the authors conducted focus group interview. We believe that bank performance depends directly on the bank’s ability to capture and retain clients and on customer-employee relationships. Thus, it is crucial to know factors affecting customer perceived bank value. Using our developed instrument it is possible to measure the level of service quality in Latvian banks and to examine the difference between customers’ and employees’ viewpoints on the quality of bank services.

  1. Performance pressure and caffeine both affect cognitive performance, but likely through independent mechanisms.

    Science.gov (United States)

    Boere, Julia J; Fellinger, Lizz; Huizinga, Duncan J H; Wong, Sebastiaan F; Bijleveld, Erik

    2016-02-01

    A prevalent combination in daily life, performance pressure and caffeine intake have both been shown to impact people's cognitive performance. Here, we examined the possibility that pressure and caffeine affect cognitive performance via a shared pathway. In an experiment, participants performed a modular arithmetic task. Performance pressure and caffeine intake were orthogonally manipulated. Findings indicated that pressure and caffeine both negatively impacted performance. However, (a) pressure vs. caffeine affected performance on different trial types, and (b) there was no hint of an interactive effect. So, though the evidence is indirect, findings suggest that pressure and caffeine shape performance via distinct mechanisms, rather than a shared one.

  2. Accounting for Non-Accounting Students: What Affects Their Performance?

    OpenAIRE

    Suhaiza Ismail; Nurkamariah Kasim

    2012-01-01

    This study aims to examine the factors affecting the examination performance of non-accounting students in completing an accounting course, that is, Management Accounting. A questionnaire survey was administered to a total of 147 non-accounting students who enrolled in a Management Accounting course for a semester. The factors considered are gender, prior academic performance, year of study and learning approaches adopted which include deep, surface and strategic approaches. Using multiple re...

  3. Motivation factors affecting employees job performance in selected ...

    African Journals Online (AJOL)

    Journal Home > Vol 10, No 2 (2011) > ... companies; and determine motivating factors affecting employees' job performance in selected oil ... promotion ( x = 4.86), random sack of workers ( x = 4.40) and absence of staff training ( x = 4.07).

  4. Principals' Perception regarding Factors Affecting the Performance of Teachers

    Science.gov (United States)

    Akram, Muhammad Javaid; Raza, Syed Ahmad; Khaleeq, Abdur Rehman; Atika, Samrana

    2011-01-01

    This study investigated the perception of principals on how the factors of subject mastery, teaching methodology, personal characteristics, and attitude toward students affect the performance of teachers at higher secondary level in the Punjab. All principals of higher secondary level in the Punjab were part of the population of the study. From…

  5. Do in-car devices affect experienced users' driving performance?

    NARCIS (Netherlands)

    Knapper, A.S.; Hagenzieker, M.P.; Brookhuis, K.A.

    2014-01-01

    Distracted driving is considered to be an important factor in road safety. To investigate how experienced user's driving behaviour is affected by in-vehicle technology, a fixed-base driving simulator was used. 20 participants drove twice in a rich simulated traffic environment while performing secon

  6. Do in-car devices affect experienced users' driving performance?

    NARCIS (Netherlands)

    Knapper, A.S. Hagenzieker, M.P. & Brookhuis, K.A.

    2015-01-01

    Distracted driving is considered to be an important factor in road safety. To investigate how experienced user's driving behaviour is affected by in-vehicle technology, a fixed-base driving simulator was used. 20 participants drove twice in a rich simulated traffic environment while performing secon

  7. Walnut development affects chemical composition and codling moth performance

    NARCIS (Netherlands)

    Bezemer, T.M.; Mills, N.J.

    2001-01-01

    We investigated for early and late blooming walnut cultivars in California whether variation in nut phenology resulted in differences in nutritional quality and whether this, in turn, affected the performance of the codling moth, Cydia pomonella (L.), and the extent of nut damage. 2. Mid-season, dur

  8. Factors Affecting Performance in an Introductory Sociology Course

    Science.gov (United States)

    Kwenda, Maxwell

    2011-01-01

    This study examines factors affecting students' performances in an Introductory Sociology course over five semesters. Employing simple and ordered logit regression models, the author explains final grades by focusing on individual demographic and educational characteristics that students bring into the classroom. The results show that a student's…

  9. Customer experience

    OpenAIRE

    Koperdáková, Zuzana

    2016-01-01

    Bachelor thesis deals with the theme of customer experience and terms related to this topic. The thesis consists of three parts. The first part explains the terms generally, as the experience or customer loyalty. The second part is dedicated to medotology used for Customer Experience Management. In the third part is described application of Customer Experience Management in practice, particularly in the context Touch Point Analyses in GE Money Bank.

  10. Relations between affective music and speech: evidence from dynamics of affective piano performance and speech production.

    Science.gov (United States)

    Liu, Xiaoluan; Xu, Yi

    2015-01-01

    This study compares affective piano performance with speech production from the perspective of dynamics: unlike previous research, this study uses finger force and articulatory effort as indexes reflecting the dynamics of affective piano performance and speech production respectively. Moreover, for the first time physical constraints such as piano fingerings and speech articulatory constraints are included due to their potential contribution to different patterns of dynamics. A piano performance experiment and speech production experiment were conducted in four emotions: anger, fear, happiness and sadness. The results show that in both piano performance and speech production, anger and happiness generally have high dynamics while sadness has the lowest dynamics. Fingerings interact with fear in the piano experiment and articulatory constraints interact with anger in the speech experiment, i.e., large physical constraints produce significantly higher dynamics than small physical constraints in piano performance under the condition of fear and in speech production under the condition of anger. Using production experiments, this study firstly supports previous perception studies on relations between affective music and speech. Moreover, this is the first study to show quantitative evidence for the importance of considering motor aspects such as dynamics in comparing music performance and speech production in which motor mechanisms play a crucial role.

  11. Relations between affective music and speech: Evidence from dynamics of affective piano performance and speech production

    Directory of Open Access Journals (Sweden)

    Xiaoluan eLiu

    2015-07-01

    Full Text Available This study compares affective piano performance with speech production from the perspective of dynamics: unlike previous research, this study uses finger force and articulatory effort as indexes reflecting the dynamics of affective piano performance and speech production respectively. Moreover, for the first time physical constraints such as piano fingerings and speech articulatory distance are included due to their potential contribution to different patterns of dynamics. A piano performance experiment and speech production experiment were conducted in four emotions: anger, fear, happiness and sadness. The results show that in both piano performance and speech production, anger and happiness generally have high dynamics while sadness has the lowest dynamics, with fear in the middle. Fingerings interact with fear in the piano experiment and articulatory distance interacts with anger in the speech experiment, i.e., large physical constraints produce significantly higher dynamics than small physical constraints in piano performance under the condition of fear and in speech production under the condition of anger. Using production experiments, this study firstly supports previous perception studies on relations between affective music and speech. Moreover, this is the first study to show quantitative evidence for the importance of considering motor aspects such as dynamics in comparing music performance and speech production in which motor mechanisms play a crucial role.

  12. Preparatory power posing affects nonverbal presence and job interview performance.

    Science.gov (United States)

    Cuddy, Amy J C; Wilmuth, Caroline A; Yap, Andy J; Carney, Dana R

    2015-07-01

    The authors tested whether engaging in expansive (vs. contractive) "power poses" before a stressful job interview--preparatory power posing--would enhance performance during the interview. Participants adopted high-power (i.e., expansive, open) poses or low-power (i.e., contractive, closed) poses, and then prepared and delivered a speech to 2 evaluators as part of a mock job interview. All interview speeches were videotaped and coded for overall performance and hireability and for 2 potential mediators: verbal content (e.g., structure, content) and nonverbal presence (e.g., captivating, enthusiastic). As predicted, those who prepared for the job interview with high- (vs. low-) power poses performed better and were more likely to be chosen for hire; this relation was mediated by nonverbal presence, but not by verbal content. Although previous research has focused on how a nonverbal behavior that is enacted during interactions and observed by perceivers affects how those perceivers evaluate and respond to the actor, this experiment focused on how a nonverbal behavior that is enacted before the interaction and unobserved by perceivers affects the actor's performance, which, in turn, affects how perceivers evaluate and respond to the actor. This experiment reveals a theoretically novel and practically informative result that demonstrates the causal relation between preparatory nonverbal behavior and subsequent performance and outcomes.

  13. SLEEP COMPLAINTS AFFECTING SCHOOL PERFORMANCE AT DIFFERENT EDUCATIONAL LEVELS

    Directory of Open Access Journals (Sweden)

    James F Pagel

    2010-11-01

    Full Text Available The clear association between reports of sleep disturbance and poor school performance has been documented for sleepy adolescents. This study extends that research to students outside the adolescent age grouping in an associated school setting (98 middle school students, 67 high school students, and 64 college students. Reported restless legs and periodic limb movements are significantly associated with lower GPA’s in junior high students. Consistent with previous studies, daytime sleepiness was the sleep variable most likely to negatively affects high school students. Sleep onset and maintenance insomnia were the reported sleep variables significantly correlated with poorer school performance in college students. This study indicates that different sleep disorder variables negatively affect performance at different age and educational levels.

  14. Sleep complaints affecting school performance at different educational levels.

    Science.gov (United States)

    Pagel, James F; Kwiatkowski, Carol F

    2010-01-01

    The clear association between reports of sleep disturbance and poor school performance has been documented for sleepy adolescents. This study extends that research to students outside the adolescent age grouping in an associated school setting (98 middle school students, 67 high school students, and 64 college students). Reported restless legs and periodic limb movements are significantly associated with lower GPA's in junior high students. Consistent with previous studies, daytime sleepiness was the sleep variable most likely to negatively affects high school students. Sleep onset and maintenance insomnia were the reported sleep variables significantly correlated with poorer school performance in college students. This study indicates that different sleep disorder variables negatively affect performance at different age and educational levels.

  15. Improved Dynamic Modeling of the Cascade Distillation Subsystem and Analysis of Factors Affecting Its Performance

    Science.gov (United States)

    Perry, Bruce A.; Anderson, Molly S.

    2015-01-01

    The Cascade Distillation Subsystem (CDS) is a rotary multistage distiller being developed to serve as the primary processor for wastewater recovery during long-duration space missions. The CDS could be integrated with a system similar to the International Space Station Water Processor Assembly to form a complete water recovery system for future missions. A preliminary chemical process simulation was previously developed using Aspen Custom Modeler® (ACM), but it could not simulate thermal startup and lacked detailed analysis of several key internal processes, including heat transfer between stages. This paper describes modifications to the ACM simulation of the CDS that improve its capabilities and the accuracy of its predictions. Notably, the modified version can be used to model thermal startup and predicts the total energy consumption of the CDS. The simulation has been validated for both NaC1 solution and pretreated urine feeds and no longer requires retuning when operating parameters change. The simulation was also used to predict how internal processes and operating conditions of the CDS affect its performance. In particular, it is shown that the coefficient of performance of the thermoelectric heat pump used to provide heating and cooling for the CDS is the largest factor in determining CDS efficiency. Intrastage heat transfer affects CDS performance indirectly through effects on the coefficient of performance.

  16. Performance pressure and caffeine both affect cognitive performance, but likely through independent mechanisms

    NARCIS (Netherlands)

    Boere, J.J.; Fellinger, L.; Huizinga, D.J.H.; Wong, S.F.; Bijleveld, E.H.

    2016-01-01

    A prevalent combination in daily life, performance pressure and caffeine intake have both been shown to impact people's cognitive performance. Here, we examined the possibility that pressure and caffeine affect cognitive performance via a shared pathway. In an experiment, participants performed a mo

  17. On goals and strategies : How a fit between performance goals and regulatory strategies affects performance

    NARCIS (Netherlands)

    Renkema, L.J.; Van Yperen, N.W.

    2008-01-01

    In the present research, we argue and demonstrate that a fit or non-fit between regulatory strategy and performance goal affects task performance. Specifically, we found that a prevention strategy results in better performance among performance avoidance (PAv) goal participants compared to performan

  18. Product Customization

    DEFF Research Database (Denmark)

    Hvam, Lars; Mortensen, Niels Henrik; Riis, Jesper

    For the majority of industrial companies, customizing products and services is among the most critical means to deliver true customer value and achieve superior competitive advantage. The challenge is not to customize products and services in itself – but to do it in a profitable way...... from more than 40 product configuration projects in companies providing customer tailored products and services........ The implementation of a product configuration system is among the most powerful ways of achieving this in practice, offering a reduction of the lead time for products and quotations, faster and more qualified responses to customer inquiries, fewer transfers of responsibility and fewer specification mistakes...

  19. PG and E`s tool lending service: Helping customers collect and interpret data on building performance

    Energy Technology Data Exchange (ETDEWEB)

    Newcomb, J.; Gustafson, B.

    1994-12-31

    Pacific Gas and Electric Company has established a lending library of measurement and evaluation tools, backed by technical support services, to help its customers collect and interpret data on building performance. Using simple, hand-held data loggers, building owners and operators are often able to diagnose common operating problems, such as malfunctioning economizers in HVAC systems, that can be remedied at low cost, resulting in energy and peak demand savings. More costly and sophisticated tools for specialized applications are also available through the tool lending library. This approach may be widely applicable among other utilities, and even for some corporate energy management programs, where low-cost access to such tools and advice on how to use them is highly valuable to building owners and operators. Tool lending services might eventually be marketed by utilities or other organizations on a fee-for-service basis, or as a complement to other energy services.

  20. One-Step Dynamic Classifier Ensemble Model for Customer Value Segmentation with Missing Values

    OpenAIRE

    Jin Xiao; Bing Zhu; Geer Teng; Changzheng He; Dunhu Liu

    2014-01-01

    Scientific customer value segmentation (CVS) is the base of efficient customer relationship management, and customer credit scoring, fraud detection, and churn prediction all belong to CVS. In real CVS, the customer data usually include lots of missing values, which may affect the performance of CVS model greatly. This study proposes a one-step dynamic classifier ensemble model for missing values (ODCEM) model. On the one hand, ODCEM integrates the preprocess of missing values and the classif...

  1. Profiting from customer relationship management : The overlooked role of generative learning orientation

    OpenAIRE

    Herhausen, Dennis; Schögel, Marcus

    2013-01-01

    This study aims to examine the direct and moderating effects of generative learning on customer performance. The authors test the relationships between CRM capabilities, generative learning, customer performance, and financial performance with a cross industry survey of CEOs and senior marketing executives from 199 firms. Partial Least Squares are used to estimate the parameters of the resulting model. The results reveal that generative learning affects customer performance directly. ...

  2. Accounting for Non-Accounting Students: What Affects Their Performance?

    Directory of Open Access Journals (Sweden)

    Suhaiza Ismail

    2012-04-01

    Full Text Available This study aims to examine the factors affecting the examination performance of non-accounting students in completing an accounting course, that is, Management Accounting. A questionnaire survey was administered to a total of 147 non-accounting students who enrolled in a Management Accounting course for a semester. The factors considered are gender, prior academic performance, year of study and learning approaches adopted which include deep, surface and strategic approaches. Using multiple regression analysis, the results reveal that prior academic performance and year of study have a positive significant impact on performance while the surface approach of learning has a negative significant impact on the performance of the students. This present study mainly focused on the overall performance of the students and did not investigate the effect of the factors on the performance of the various assessment components in Management accounting course. The findings imply that the Management Accounting course should be offered to higher level non-accounting students. In addition, for completing the course with good results, the surface approach to learning should be avoided. The present study is unique as it considers the students performance in a subject that is not the main discipline of the students (i.e., accounting course for non-accounting students.

  3. Design and Implement Custom Electronic Performance Support Systems (EPSS) for Training in Project Based Classes.

    Science.gov (United States)

    Hoyt, Brian R.; Stockman, Mark; Thalmann, Jerry

    Electronic Performance Support Systems (EPSS) use computers to capture, store, and distribute knowledge in both an interactive and non-linear delivery. Using technology sources such as the Internet, Microsoft's Net Meeting, Connectix's color camera, and business software, it is possible to provide multiple site delivery and bring business…

  4. Enhancing emotional performance and customer service through human resources practices : A systems perspective

    NARCIS (Netherlands)

    Gabriel, A. S.; Cheshin, A.; Moran, C.M.; van Kleef, G.A.

    2016-01-01

    Although many scholars and practitioners articulate the importance of managing employee emotions in service-based organizations, research related to the intricacies surrounding human resource (HR) practices targeted at employee emotional performance has failed to keep up. This is surprising, given t

  5. Enhancing emotional performance and customer service through human resources practices : A systems perspective

    NARCIS (Netherlands)

    Gabriel, A. S.; Cheshin, A.; Moran, C.M.; van Kleef, G.A.

    2016-01-01

    Although many scholars and practitioners articulate the importance of managing employee emotions in service-based organizations, research related to the intricacies surrounding human resource (HR) practices targeted at employee emotional performance has failed to keep up. This is surprising, given

  6. Improved electrothermal performance of custom-shaped micro heater based on anisotropic laser-reduced graphene oxide

    Science.gov (United States)

    Zhang, Tian-Yu; Zhao, Hai-Ming; Yang, Zhen; Wang, Qian; Wang, Dan-Yang; Deng, Ning-Qin; Yang, Yi; Ren, Tian-Ling

    2016-10-01

    In this paper, a flexible heater based on anisotropic laser-reduced graphene oxide (LRGO) is established. Attributing to precision and shape design of laser processing and excellent adhesion of graphene oxide, the LRGO-based heater can be microminiaturized with custom patterns and integrated on various substrates, which is what the existing film heaters cannot do and can be widely used for wearable heating devices, flexural warming systems in medical science, and light deicing equipment and heaters for aero vehicles. The electrothermal performance of the anisotropic LRGO is investigated systematically through a series of experiments including Raman spectra, SEM, white-light interferograms, IV testing, and infrared thermography. The electrothermal performance of the LRGO with the parallel aligned direction is better than the LRGO with the vertical aligned direction. The electrothermal performance can be improved greatly through radiating repeatedly. The saturated temperature and heating rate of the LRGO radiated twice are almost double that of the LRGO radiated once. Radiating thrice damages the material and structure, reducing electrothermal performance.

  7. Product Customization

    DEFF Research Database (Denmark)

    Hvam, Lars; Mortensen, Niels Henrik; Riis, Jesper

    For the majority of industrial companies, customizing products and services is among the most critical means to deliver true customer value and achieve superior competitive advantage. The challenge is not to customize products and services in itself – but to do it in a profitable way....... The implementation of a product configuration system is among the most powerful ways of achieving this in practice, offering a reduction of the lead time for products and quotations, faster and more qualified responses to customer inquiries, fewer transfers of responsibility and fewer specification mistakes......, a reduction of the resources spent for the specification of customized products, and the possibility of optimizing the products according to customer demands. This book presents an operational procedure for the design of product configuration systems in industrial companies, based on the experience gained...

  8. Binaural auditory beats affect vigilance performance and mood.

    Science.gov (United States)

    Lane, J D; Kasian, S J; Owens, J E; Marsh, G R

    1998-01-01

    When two tones of slightly different frequency are presented separately to the left and right ears the listener perceives a single tone that varies in amplitude at a frequency equal to the frequency difference between the two tones, a perceptual phenomenon known as the binaural auditory beat. Anecdotal reports suggest that binaural auditory beats within the electroencephalograph frequency range can entrain EEG activity and may affect states of consciousness, although few scientific studies have been published. This study compared the effects of binaural auditory beats in the EEG beta and EEG theta/delta frequency ranges on mood and on performance of a vigilance task to investigate their effects on subjective and objective measures of arousal. Participants (n = 29) performed a 30-min visual vigilance task on three different days while listening to pink noise containing simple tones or binaural beats either in the beta range (16 and 24 Hz) or the theta/delta range (1.5 and 4 Hz). However, participants were kept blind to the presence of binaural beats to control expectation effects. Presentation of beta-frequency binaural beats yielded more correct target detections and fewer false alarms than presentation of theta/delta frequency binaural beats. In addition, the beta-frequency beats were associated with less negative mood. Results suggest that the presentation of binaural auditory beats can affect psychomotor performance and mood. This technology may have applications for the control of attention and arousal and the enhancement of human performance.

  9. EFFECTS OF CUSTOMER ORIENTATION, LEARNING ORIENTATION AND INNOVATIVENESS ON HOTEL PERFORMANCE - EVIDENCE FROM CLUJ COUNTY

    OpenAIRE

    Stegerean Roxana; Petre Anamaria; Gavrea Corina

    2013-01-01

    This paper seeks to relate a strategy of diversification to inovativeness and to the performance of a hotel. Due to the more increased competition within the area of tourism e.g. hotel sector, the need of analyzing the variables mentioned in the title of the paper has become more and more obvious. The first part of the article regards the literature review for the three variables and thus, like an outcome four hypotheses are stated. The second part consists of developing findings for the stud...

  10. Does Question Structure Affect Exam Performance in the Geosciences?

    Science.gov (United States)

    Day, E. A.; D'Arcy, M. K.; Craig, L.; Streule, M. J.; Passmore, E.; Irving, J. C. E.

    2015-12-01

    The jump to university level exams can be challenging for some students, often resulting in poor marks, which may be detrimental to their confidence and ultimately affect their overall degree class. Previous studies have found that question structure can have a strong impact on the performance of students in college level exams (see Gibson et al., 2015, for a discussion of its impact on physics undergraduates). Here, we investigate the effect of question structure on the exam results of geology and geophysics undergraduate students. Specifically, we analyse the performance of students in questions that have a 'scaffolded' framework and compare them to their performance in open-ended questions and coursework. We also investigate if observed differences in exam performance are correlated with the educational background and gender of students, amongst other factors. It is important for all students to be able to access their degree courses, no matter what their backgrounds may be. Broadening participation in the geosciences relies on removing systematic barriers to achievement. Therefore we recommend that exams are either structured with scaffolding in questions at lower levels, or students are explicitly prepared for this transition. We also recommend that longitudinal studies of exam performance are conducted within individual departments, and this work outlines one approach to analysing performance data.

  11. Human Resources Performance in Service Encounters – A Customer Service Case Study

    Directory of Open Access Journals (Sweden)

    Claudia GRIGORE

    2011-06-01

    Full Text Available Efficiency is generally defined as the extent to which resources or effort is employed in order to achieve a certain purpose or objective. As per an economic perspective, this term may also mean a minimum quantity of supplies which can generate a maximum result. But can we talk about efficiency in terms of human resources and their allocation to a specific task? And how one asses the activity of the employees when considering service encounters? This study aims to provide an answer to these two questions from an emotional labor perspective: individuals employ their emotional abilities in order to perform a certain job. This is a process under a commercial perspective: the wage represents the exchange value for these competencies.

  12. Error framing effects on performance: cognitive, motivational, and affective pathways.

    Science.gov (United States)

    Steele-Johnson, Debra; Kalinoski, Zachary T

    2014-01-01

    Our purpose was to examine whether positive error framing, that is, making errors salient and cuing individuals to see errors as useful, can benefit learning when task exploration is constrained. Recent research has demonstrated the benefits of a newer approach to training, that is, error management training, that includes the opportunity to actively explore the task and framing errors as beneficial to learning complex tasks (Keith & Frese, 2008). Other research has highlighted the important role of errors in on-the-job learning in complex domains (Hutchins, 1995). Participants (N = 168) from a large undergraduate university performed a class scheduling task. Results provided support for a hypothesized path model in which error framing influenced cognitive, motivational, and affective factors which in turn differentially affected performance quantity and quality. Within this model, error framing had significant direct effects on metacognition and self-efficacy. Our results suggest that positive error framing can have beneficial effects even when tasks cannot be structured to support extensive exploration. Whereas future research can expand our understanding of error framing effects on outcomes, results from the current study suggest that positive error framing can facilitate learning from errors in real-time performance of tasks.

  13. Assesment of customer relationship development

    Directory of Open Access Journals (Sweden)

    Dagmar Lesáková

    2011-01-01

    Full Text Available The focus of this paper is customer relationship marketing and its new trends. The particular goal of the presented research study was to identify and analyse the indicators of customer relationship development in human resources recruitment / leasing companies. Nine indicators have been explored: mission statement concerning customer commitment, customer attraction, customer commitment, development of customer value, understanding customer needs, goals for customer satisfaction, after sales services, measurement of customer satisfaction, complaint management. The indicators were made sequentially operational in order to translate customer relationship development into specific activities designed to increase business performance. Based on a set of customer indicators four scientific hypotheses were tested. We proved that strong customer orientation has a positive impact on business performance. Out of nine indicators, seven of them have a strong impact on business outcomes. The research confirms that business performance increases with firm size and market density, and that introduction of quality management systems improves company performance. Finally, the appropriateness of the customer relationship indicators applied in human resources recruitment companies is discussed.

  14. How does self-efficacy affect performance of learner?

    Science.gov (United States)

    Vakani, Farhan; Sheerani, Mughis; Afzal, Azam; Amin, Almas

    2012-01-01

    All types of attribution based on which learners make their judgement (i.e., self efficacy), about academic success or failure or about a specific task usually affect their performance and their capabilities to deal with different realities. It is perhaps the most distinctive capability of self-reflection. Many of the cognitive theorists have defined it as a meta-cognitive capability. This judgement influence learners choose what to do, how much effort to be invested in the activity, how long to carry the phase of disappointment, and whether to approach the task anxiously or with assurance.

  15. Exploring Ultrahigh Magnetic Field Processing of Materials for Developing Customized Microstructures and Enhanced Performance

    Energy Technology Data Exchange (ETDEWEB)

    Ludtka, GERALD M.

    2005-03-31

    Thermodynamic calculations based on Gibbs free energy in the magnetization-magnetic intensity-temperature (M-H-T) magnetic equation of state space demonstrate that significantly different phase equilibria may result for those material systems where the product and parent phases exhibit different magnetization responses. These calculations show that the Gibbs free energy is changed by a factor equal to -MdH, where M and H are the magnetization and applied field strength, respectively. Magnetic field processing is directly applicable to a multitude of alloys and compounds for dramatically influencing phase stability and phase transformations. This ability to selectively control microstructural stability and alter transformation kinetics through appropriate selection of the magnetic field strength promises to provide a very robust mechanism for developing and tailoring enhanced microstructures (and even nanostructures through accelerated kinetics) with superior properties for a broad spectrum of material applications. For this Industrial Materials for the Future (IMF) Advanced Materials for the Future project, ferrous alloys were studied initially since this alloy family exhibits ferromagnetism over part of its temperature range of stability and therefore would demonstrate the maximum impact of this novel processing mechanism. Additionally, with these ferrous alloys, the high-temperature parent phase, austenite, exhibits a significantly different magnetization response from the potential product phases, ferrite plus carbide or martensite; and therefore, the solid-state transformation behavior of these alloys will be dramatically influenced by the presence of ultrahigh magnetic fields. Finally, a thermodynamic calculation capability (within ThermoCalc for example) was developed during this project to enable parametric studies to be performed to predict the magnitude of the influence of magnetic processing variables on the phase stability (phase diagrams) in

  16. Achieving excellence--creating customer passion.

    Science.gov (United States)

    Scheuing, E E

    1999-08-01

    Customers are the lifeblood of any organization. Without them, it loses its meaning and purpose. Customers provide incentive, vitality, and growth. Serving them well requires a customer-focused culture and a customer-friendly system. It also requires unrelenting effort toward continuous improvement, but the rewards are well worth the effort: unflinching customer loyalty, sustainable growth, and impressive performance.

  17. Do in-car devices affect experienced users' driving performance?

    Directory of Open Access Journals (Sweden)

    Allert S. Knapper

    2015-07-01

    Full Text Available Distracted driving is considered to be an important factor in road safety. To investigate how experienced user's driving behaviour is affected by in-vehicle technology, a fixed-base driving simulator was used. 20 participants drove twice in a rich simulated traffic environment while performing secondary, i.e. mobile phone and navigation system tasks. The results show that mean speed was lower in all experimental conditions, compared to baseline driving, while subjective effort increased. Lateral performance deteriorated only during visual–manual tasks, i.e. texting and destination entry, in which the participants glanced off the forward road for a substantial amount of time. Being experienced in manipulating in-car devices does not solve the problem of dual tasking when the primary task is a complex task like driving a moving vehicle. The results and discussion may shed some light on the current debate regarding phone use hazards.

  18. Tail regeneration affects the digestive performance of a Mediterranean lizard

    Science.gov (United States)

    Sagonas, Kostas; Karambotsi, Niki; Bletsa, Aristoula; Reppa, Aikaterini; Pafilis, Panayiotis; Valakos, Efstratios D.

    2017-04-01

    In caudal autotomy, lizards shed their tail to escape from an attacking predator. Since the tail serves multiple functions, caudal regeneration is of pivotal importance. However, it is a demanding procedure that requires substantial energy and nutrients. Therefore, lizards have to increase energy income to fuel the extraordinary requirements of the regenerating tail. We presumed that autotomized lizards would adjust their digestion to acquire this additional energy. To clarify the effects of tail regeneration on digestion, we compared the digestive performance before autotomy, during regeneration, and after its completion. Tail regeneration indeed increased gut passage time but did not affect digestive performance in a uniform pattern: though protein income was maximized, lipid and sugar acquisition remained stable. This divergence in proteins may be attributed to their particular role in tail reconstruction, as they are the main building blocks for tissue formation.

  19. The Factors Affecting Performance of Nurse at Paniai General Hospital

    Directory of Open Access Journals (Sweden)

    Elias Tatogo

    2017-02-01

    Full Text Available General hospital of Paniai regency health service institution under Local Government Paniai Regency with amount of nurse resource counted 69 one who have duty to remain to can improve more certifiable service and reached by society, so to be form degree of health which at the farthest, so that nurse performance of vital importance in giving of health service. The goal of research: To knowing of factors affecting performance of nurse at Paniai general hospital. Method: Type research is causal associative by using quantitative approach. Sample is all of nurse as much 69 nurse with date implemented in October 2016. Data obtained used questioner and analyzed by chi square test. Result of research is obtained that factor’s affecting of nurse performance in Paniai General Hospital is motivation (p-value = 0,001; RP = 3,000; CI95%= 1,607 - 5,601, [job/activity] discipline (p-value = 0,043; RP = 2,068; CI95%= 1,150 - 3,719, reward (p- value = 0,001; RP = 5,008; CI95%= 1,656 - 15,142, punishment (p- value = 0,000 ; RP= 16,839; CI95%= ( 4,310 - 65,784 and style leadership [of] director (p- value = 0,000; RP = 3,333; CI95%= 1,742 - 6,380. The factor’s not related of nurse performance at Paniai general hospital is age (p- value = 1,000 ; RP = 0,908; CI95%= 0,456 - 1,806, long working (p- value = 1,000; RP = 0,908; CI95%= 0,456 - 1,806 and job rotation (p- value = 0,843; RP = 1,190; CI95%= 0,603 – 2,348.

  20. Customer relationship marketing

    OpenAIRE

    Sæter, Jan Øyvind

    2006-01-01

    Customer relationship marketing has become an interesting choice of strategy for companies in today’s competitive markets. Different positioning strategies like price and product quality are easy to imitate, eluding the importance of sustainable competitive advantage. The customers need to be attracted and bonded towards the store through relationships. The paper discusses several factors affecting relationship marketing and the advantages with this strategy. Through the the...

  1. MICROECONOMIC FACTORS AFFECTING BANKS’ FINANCIAL PERFORMANCE: THE CASE OF ROMANIA

    Directory of Open Access Journals (Sweden)

    Lavinia Mihaela GUŢU

    2015-04-01

    Full Text Available Banks are important cells in the economy as they have a significant role by maintaining and encouraging the development of economic sectors. They refocus the resources from those who have surplus to those which have a deficit. Therefore, as any other enterprises, performance is highly desirable for banks and, then, it is crucial to discover what the main factors that influence this objective are. So, this paper analyzes the microeconomic factors affecting bank’s financial performance focusing on 11 entities for the period between 2003 and 2013. The performance is measured by return on assets. The independent variables used are bank’s size, financial leverage,loans to assets ratio, deposits to assets ratio, number of employees, liquidity, net result and monetary policy rate. The results show that bank’s size, loans to assets ratio and liquidity have not a significant impact on performance. Financial leverage has a negative impact, meanwhile the number of employees, deposits to assets ratio and net result have a positive effect.

  2. MICROECONOMIC FACTORS AFFECTING BANKS’ FINANCIAL PERFORMANCE: THE CASE OF ROMANIA

    Directory of Open Access Journals (Sweden)

    Lavinia Mihaela GUŢU

    2015-04-01

    Full Text Available Banks are important cells in the economy as they have a significant role by maintaining and encouraging the development of economic sectors. They refocus the resources from those who have surplus to those which have a deficit. Therefore, as any other enterprises, performance is highly desirable for banks and, then, it is crucial to discover what the main factors that influence this objective are. So, this paper analyzes the microeconomic factors affecting bank’s financial performance focusing on 11 entities for the period between 2003 and 2013. The performance is measured by return on assets. The independent variables used are bank’s size, financial leverage,loans to assets ratio, deposits to assets ratio, number of employees, liquidity, net result and monetary policy rate. The results show that bank’s size, loans to assets ratio and liquidity have not a significant impact on performance. Financial leverage has a negative impact, meanwhile the number of employees, deposits to assets ratio and net result have a positive effect.

  3. The art of customer service.

    Science.gov (United States)

    Williams, Jeni

    2007-10-01

    Strategies for improving the consumer service skills of finance staff include: Hire employees who have a customer service background. Work with your human resources department to provide customer service training. Monitor new hires extensively. Offer front-end employees scripted language for situations they may face on the job. Measure the quality of customer service provided. Provide incentives for performance.

  4. Health literacy affects peritoneal dialysis performance and outcomes.

    Science.gov (United States)

    Kleinpeter, Myra A

    2003-01-01

    Health literacy (HL) is the ability to perform the basic reading, writing, and numerical skills required to function in a health care setting. Patients with adequate HL are able to read, interpret, and respond to health care information provided by health care providers and health plans. Several means of assessing HL are available for English- and Spanish-speaking patients. A review of the English-language literature on HL indicated that no prior studies included a subset of peritoneal dialysis (PD) patients. I administered the Rapid Estimate of Adult Literacy in Medicine (REALM) assessment tool to PD patients. I also asked patients for information about their highest education level completed. Following completion of the REALM, patients were classified as having adequate, marginal, or inadequate HL. As other studies have shown, patients with lower levels of education have inadequate HL. Patients with some college education or higher have adequate HL. However, at the average education level of patients, most patients have marginal HL. Relative lack of HL affects a patient's ability to make decisions regarding care as part of a home self-management program for end-stage renal disease (ESRD) and other chronic illnesses. Consequently, relative HL level affects the method of instruction and the time required for instruction during training of PD patients.

  5. The Effects of a Combined Task Clarification, Goal Setting, Feedback, and Performance Contingent Consequence Intervention Package on Telephone Customer Service in a Medical Clinic Environment

    Science.gov (United States)

    Slowiak, Julie M.; Madden, Gregory J.; Mathews, Ramona

    2006-01-01

    Appointment coordinators at a mid-western medical clinic were to provide exceptional telephone customer service. This included using a standard greeting, speaking in an appropriate tone of voice during the conversation, and using a standard closing to end the call. An analysis suggested performance deficiencies resulted from weak antecedents, poor…

  6. Factors Affecting Exercise Test Performance in Patients After Liver Transplantation

    Directory of Open Access Journals (Sweden)

    Kotarska

    2016-03-01

    Full Text Available Background Cardiovascular diseases are a leading cause of morbidity and mortality in solid organ transplant recipients. In addition, low physical activity is a risk factor for cardiac and cerebrovascular complications. Objectives This study examined potential relationships between physical activity, health-related quality of life (HRQoL, risk factors for cardiovascular disease, and an exercise test in liver-graft recipients. Patients and Methods A total of 107 participants (62 men/45 women who had received a liver transplantation (LT at least 6 months previously were evaluated. Physical activity was assessed using three different questionnaires, while HRQoL was assessed using the medical outcomes study short form (SF-36 questionnaire, and health behaviors were evaluated using the health behavior inventory (HBI. The exercise test was performed in a standard manner. Results Seven participants (6.5% had a positive exercise test, and these individuals were older than those who had a negative exercise test (P = 0.04. A significant association between a negative exercise test and a higher level of physical activity was shown by the Seven-day physical activity recall questionnaire. In addition, HRQoL was improved in various domains of the SF-36 in participants who had a negative exercise test. No correlations between physical activity, the exercise test and healthy behaviors, as assessed via the HBI were observed. Conclusions Exercise test performance was affected by lower quality of life and lower physical activity after LT. With the exception of hypertension, well known factors that affect the risk of coronary artery disease had no effect on the exercise test results.

  7. Roasted sesame hulls improve broiler performance without affecting carcass characteristics

    Directory of Open Access Journals (Sweden)

    Kamel Z. Mahmoud

    2015-09-01

    Full Text Available An experiment was conducted to evaluate the effect of using graded levels of roasted sesame hulls (RSH on growth performance and meat quality characteristics in broiler chickens. A total of 360 day-old Lohmann chicks were randomly allocated into 24 floor pens and raised over 42 days. One of four dietary treatments was assigned to each group of six pens in a completely randomized fashion. The chicks in the control group were fed a corn-soybean based diet (RSH-0, while the chicks in treatments two, three, and four were fed graded levels of RSH at 4% (RSH-4, 8% (RSH-8, and 12% (RSH-12, respectively. Diets were formulated to meet broiler chicks’ requirements according to the National Research Council for both starter and finisher rations. The results showed that RSH inclusion increased (P<0.05 feed intake and final body weight without adversely affecting the feed conversion ratio. Broiler chicks fed RSH-12 had heavier (P<0.05 breast and leg cuts compared to the control-fed group with no change to their chemical composition. Water holding capacity (WHC, cooking loss (CL, and shear force (SF reported similar results in all dietary groups. The chemical composition of both thigh and breast cuts was not affected by the RSH. After one day of thawing, colour coordinates of breast cuts behaved similarly in all dietary groups. The results of this study suggest that the addition of RSH to broiler diets up to 12% improves their growth performance; nevertheless, carcass characteristics and meat quality showed no alterations compared to the control-fed group.

  8. Electricity Customers

    Science.gov (United States)

    This page discusses key sectors and how they use electricity. Residential, commercial, and industrial customers each account for roughly one-third of the nation’s electricity use. The transportation sector also accounts for a small fraction of electricity.

  9. Interactive affective sharing versus non-interactive affective sharing in work groups : Comparative effects of group affect on work group performance and dynamics

    NARCIS (Netherlands)

    Klep, Annefloor; Wisse, Barbara; Van Der Flier, Henk

    2011-01-01

    This study explores whether the dynamic path to group affect, which is characterized by interactive affective sharing processes, yields different effects on task performance and group dynamics than the static path to group affect, which arises from non-interactive affective sharing. The results of o

  10. Customer satisfaction.

    Science.gov (United States)

    Vukmir, Rade B

    2006-01-01

    This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality. Articles were obtained by an English language search of MEDLINE from January 1976 to July 2005. This computerized search was supplemented with literature from the author's personal collection of peer-reviewed articles on customer service in a medical setting. This information was presented in a qualitative fashion. There is a significant lack of objective data correlating customer service objectives, patient satisfaction and quality of care. Patients present predominantly for the convenience of emergency department care. Specifics of satisfaction are directed to the timing, and amount of "caring". Demographic correlates including symptom presentation, practice style, location and physician issues directly impact on satisfaction. It is most helpful to develop a productive plan for the "difficult patient", emphasizing communication and empathy. Profiling of the customer satisfaction experience is best accomplished by examining the specifics of satisfaction, nature of the ED patient, demographic profile, symptom presentation and physician interventions emphasizing communication--especially with the difficult patient. The current emergency medicine customer service dilemmas are a complex interaction of both patient and physician factors specifically targeting both efficiency and patient satisfaction. Awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medicolegal risk and improve patient care if a tailored management plan is formulated.

  11. Factors affecting student performance in an undergraduate genetics course.

    Science.gov (United States)

    Bormann, J Minick; Moser, D W; Bates, K E

    2013-05-01

    The objective of this study was to determine some of the factors that affect student success in a genetics course. Genetics for the Kansas State University College of Agriculture is taught in the Department of Animal Sciences and Industry and covers Mendelian inheritance, molecular genetics, and quantitative/population genetics. Data collected from 1,516 students over 7 yr included year and semester of the course; age; gender; state of residence; population of hometown; Kansas City metro resident or not; instructor of course; American College Testing Program (ACT) scores; number of transfer credits; major; college; preveterinary student or not; freshman, sophomore, junior, and senior grade point average (GPA); semester credits when taking genetics; class standing when enrolled in genetics; cumulative GPA before and after taking genetics; semester GPA in semester taking genetics, number of semesters between the biology prerequisite and genetics; grade in biology; location of biology course; and final percentage in genetics. Final percentage in genetics did not differ due to instructor, gender, state of residence, major, or college (P > 0.16). Transfer students tended to perform better than nontransfer students (P = 0.09), and students from the Kansas City metro outscored students from other areas (P = 0.03). Preveterinary option students scored higher in genetics than non-preveterinary students (P genetics (P = 0.06). Students who took biology at Kansas State University performed better in genetics than students who transferred the credit (P genetics (P genetics, students should take biology from Kansas State, perform well in biology, and wait until at least sophomore standing to enroll in genetics.

  12. Customer Integration during Innovation Development

    DEFF Research Database (Denmark)

    Pedrosa, Alex

    2012-01-01

    To stay viable, companies need to increase their innovation development investments over time. However, successful innovation development also cannot happen without customers, and thus companies seek opportunities to enhance their knowledge of current and future customer needs. As a result...... of companies’ growing interest in effectively collaborating with customers, research has investigated the importance of firm–customer interaction during innovation development. However, despite valuable insights into the performance-enhancing effects of customer integration, research has thus far overlooked...... the activities companies should engage in when integrating customers during innovation development. Thus, this study investigates how and when customer-oriented companies engage in customer interaction during innovation development. Using a multiple case study design, this study examines four substantive cases...

  13. High Oxygen Concentrations Adversely Affect the Performance of Pulmonary Surfactant.

    Science.gov (United States)

    Smallwood, Craig D; Boloori-Zadeh, Parnian; Silva, Maricris R; Gouldstone, Andrew

    2017-08-01

    Although effective in the neonatal population, exogenous pulmonary surfactant has not demonstrated a benefit in pediatric and adult subjects with hypoxic lung injury despite a sound physiologic rationale. Importantly, neonatal surfactant replacement therapy is administered in conjunction with low fractional FIO2 while pediatric/adult therapy is administered with high FIO2 . We suspected a connection between FIO2 and surfactant performance. Therefore, we sought to assess a possible mechanism by which the activity of pulmonary surfactant is adversely affected by direct oxygen exposure in in vitro experiments. The mechanical performance of pulmonary surfactant was evaluated using 2 methods. First, Langmuir-Wilhelmy balance was utilized to study the reduction in surface area (δA) of surfactant to achieve a low bound value of surface tension after repeated compression and expansion cycles. Second, dynamic light scattering was utilized to measure the size of pulmonary surfactant particles in aqueous suspension. For both experiments, comparisons were made between surfactant exposed to 21% and 100% oxygen. The δA of surfactant was 21.1 ± 2.0% and 35.8 ± 2.0% during exposure to 21% and 100% oxygen, respectively (P = .02). Furthermore, dynamic light-scattering experiments revealed a micelle diameter of 336.0 ± 12.5 μm and 280.2 ± 11.0 μm in 21% and 100% oxygen, respectively (P < .001), corresponding to a ∼16% decrease in micelle diameter following exposure to 100% oxygen. The characteristics of pulmonary surfactant were adversely affected by short-term exposure to oxygen. Specifically, surface tension studies revealed that short-term exposure of surfactant film to high concentrations of oxygen expedited the frangibility of pulmonary surfactant, as shown with the δA. This suggests that reductions in pulmonary compliance and associated adverse effects could begin to take effect in a very short period of time. If these findings can be demonstrated in vivo, a role for

  14. Do candidate reactions relate to job performance or affect criterion-related validity? A multistudy investigation of relations among reactions, selection test scores, and job performance.

    Science.gov (United States)

    McCarthy, Julie M; Van Iddekinge, Chad H; Lievens, Filip; Kung, Mei-Chuan; Sinar, Evan F; Campion, Michael A

    2013-09-01

    Considerable evidence suggests that how candidates react to selection procedures can affect their test performance and their attitudes toward the hiring organization (e.g., recommending the firm to others). However, very few studies of candidate reactions have examined one of the outcomes organizations care most about: job performance. We attempt to address this gap by developing and testing a conceptual framework that delineates whether and how candidate reactions might influence job performance. We accomplish this objective using data from 4 studies (total N = 6,480), 6 selection procedures (personality tests, job knowledge tests, cognitive ability tests, work samples, situational judgment tests, and a selection inventory), 5 key candidate reactions (anxiety, motivation, belief in tests, self-efficacy, and procedural justice), 2 contexts (industry and education), 3 continents (North America, South America, and Europe), 2 study designs (predictive and concurrent), and 4 occupational areas (medical, sales, customer service, and technological). Consistent with previous research, candidate reactions were related to test scores, and test scores were related to job performance. Further, there was some evidence that reactions affected performance indirectly through their influence on test scores. Finally, in no cases did candidate reactions affect the prediction of job performance by increasing or decreasing the criterion-related validity of test scores. Implications of these findings and avenues for future research are discussed.

  15. Sugar Beet Performance Affected by Uniformity of N Fertigation

    Directory of Open Access Journals (Sweden)

    H. Nouri

    2010-01-01

    Full Text Available In common with the majority of crop species, in sugar beet nutrition nitrogen is an important element due to its role in sucrose utilization and plant growth. Application of precision agriculture, in order to apply the right amount of input at the right time in the right area, is appropriate to decrease chemical use and increase plant growth. Problem statement: More often farmers apply fertilizers with low efficiency, low uniformity and high price such as spinner spreader, boom spreader or application with planting machines simultaneously. Fertigation can reduce labor cost and may improve uniformity, effectiveness and timeliness of application. Approach: The main objective of this study was to determine spatial variability of sugar beet performance affected by urea fertigation as well as established a management strategy based on spatial variability of tubers and soil total N. This study was conducted in Fesaran village, Isfahan Province of Iran and limited to sugar beet (monogerm seed. Urea applied through sprinklers. Soil samples were taken to determine soil total N as well as sugar beet tubers samples to specify yield. Results of soil and crop analysis were used to produce spatial variability maps through GS+ and ArcGIS 9.2 software. Semivariogram results were used to perform an ordinary kriging to obtain interpolated values of selected variables from the sample points through and across the study area. Results: It was found that there was a low spatial variability of soil total N and yield which indicates that the soil has a homogenous total N as well as homogenous yield through and across the field. Yield variability map of sugar beet properties demonstrated that the higher yield was seen in the southern part of the study area where laterals were closer to pump. Conclusion: The results of urea fertigation through sprinklers showed pipeline layout and pump station position impact on variability of sugar beet properties.

  16. Nicotine improves antisaccade task performance without affecting prosaccades.

    Science.gov (United States)

    Larrison, Abigail L; Briand, Kevin A; Sereno, Anne B

    2004-08-01

    Although there is ample evidence for a cognitive-attentional benefit of the stimulant nicotine, the source of this benefit is not as well understood. One approach is to address what aspects of performance nicotine affects at a functional systems level. It is currently debated whether the benefits produced by nicotine are the effect of enhanced higher cognitive function or reflect an overall increase in general arousal. In order to address this question, the effects of nicotine on two simple eye movement tasks were studied: the saccade (S) and antisaccade (AS) tasks. Because the S and AS tasks utilize identical sensory stimuli (peripheral targets) and require identical motor responses (eye movements) but differ significantly in their cognitive demands, the use of these two tasks should enable a parsing of nicotine effects on cognitive versus sensory-motor processes. In this study, the S and AS tasks were performed by two experimental groups, task naïve subjects and highly practised subjects. For the first group, that of the task naïve subjects, nicotine gum administration resulted in a decrease in AS errors. For the second group, that of two experienced subjects tested repeatedly over a 3 week period, nicotine also produced a significant decrease in AS task errors, as well as resulting in a significant decrease in AS response times. Neither task naïve nor experienced subjects showed any effects of nicotine on the S task. Examining the effects of nicotine on highly controlled and constrained tasks such as the S and AS task may provide another level of insight into the mechanisms underlying the beneficial cognitive effects of nicotine. Copyright 2004 John Wiley & Sons, Ltd.

  17. Do R&D Investments Affect Export Performance?

    DEFF Research Database (Denmark)

    Smith, Valdemar; Madsen, Erik Strøjer; Dilling-Hansen, Mogens

    2002-01-01

    This paper analyses the role of R&D in the export behaviour of Danish firms. Export behaviour is defined as the export intensity and the likelihood of a firm being an exporter. In the theoretical part of the paper it is argued that export and being R&D active are endogenous with respect to each...... other, and an empirical model is formulated in order to estimate which factors affect the firm's export. It is argued that besides R&D, firm size, wages and a number of other firm-specific factors controlling for risks are highly important for the export performance. In the empirical part of the paper...... the model is tested on a sample of 3,500 Danish firms. Using a FIML estimation form in order to deal with endogeneity problems between the R&D and export decisions of the firms, the computation clearly verifies the theoretical model put forward. Moreover, R&D is an important factor for being an exporting...

  18. Customer Loyalty and Customer Relationship Management

    Science.gov (United States)

    Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

    The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

  19. Customer portfolios

    DEFF Research Database (Denmark)

    Clarke, Ann Højbjerg; Freytag, Per Vagn; Zolkiewski, Judith

    2017-01-01

    gives managers a tool to help to cope with the dynamic aspects of the customer portfolio. Recognition of the importance of communication to the process, the development of trust and the role of legitimacy also provides areas that managers can focus upon in their relationship management processes......Purpose The purpose of this paper is to extend the discussion about customer portfolios beyond simple identification of models and how they can be used for balanced resource allocation to a discussion about how portfolios should take into account views from relationship partners and how they should...... that helps improve the understanding of how customer portfolio models can actually be applied from a relational perspective. Findings The key aspects of the conceptual framework relate to how alignment of the relationships in the portfolio is achieved. Critical to this are the interaction spaces...

  20. Customs Inspection

    Science.gov (United States)

    1977-05-01

    required, for the per- DASDD9-%M) ii the single point of contact for formance of customs inspection functions. customs inspecion matters .in the Office...STATUS Onfdlt dotl. member of Rr": 21 DATE if officer of corporation . slu title) ATP OoM 6A N-7s) PtavIoux MuITUONs MAY BE UN&D Figure l-9. Reld.. and...grips. Commonly called HW-4. Serial number over 300,000 denotes the in- corporation of modified hammer safety components. Model HW-5T Double Action

  1. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

    Lindgren, Peter; Jørgensen, Jacob Høj; Goduscheit, René Chester

    2007-01-01

    Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been...... on different types of organisational setup to the product development model and process. The globalization and enhanced competitive markets are however changing the innovation game and the challenge to innovation leadership Excellent product development innovation and leadership seems not any longer to enough...... another outlook to future innovation leadership - Customer Innovation Process Leadership - CIP-leadership. CIP-leadership moves the company's innovation process closer to the customer innovation process and discusses how companies can be involved and innovate in customers' future needs and lead...

  2. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

    Lindgren, Peter; Jørgensen, Jacob Høj; Goduscheit, René Chester

    2007-01-01

    Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been on diffe......Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been...... to handle shorter and faster product life cycles. Continuously changing customer needs are pushing companies' competence of continuous innovation to a maximum - but still this seems not to be enough to stay competitive on the global market and reach the goals of growth. This article therefore suggests...... another outlook to future innovation leadership - Customer Innovation Process Leadership - CIP-leadership. CIP-leadership moves the company's innovation process closer to the customer innovation process and discusses how companies can be involved and innovate in customers' future needs and lead...

  3. CUSTOMER RELATIONSHIP MANAGEMENT ( CRM IN HOTEL INDUSTRY : A FRAMEWORK PROPOSAL ON THE RELATIONSHIP AMONG CRM DIMENSIONS, MARKETING CAPABILITIES, AND HOTEL PERFORMANCE

    Directory of Open Access Journals (Sweden)

    Abdul Alem Mohammed

    2012-01-01

    Full Text Available Customer relationship management (CRM has a growing popularity and is becoming one of the hottest academic and practical topics in the business field. In fact, due to the competitive environment, CRM is crucial and has become a niche for firm performance. However, there is limited research that reveals the relationship between CRM dimensions and hotel performance. Therefore this study is an attempt to provide a value conceptual model that explains the theoretical linkages existing between CRM dimensions and hotel performance. This study serves not only to clarify the relationship between CRM dimensions and hotel performance, but also to explain the mediation role of marketing capabilities in this relationship.

  4. The Customer Service Experience.

    Science.gov (United States)

    Bell, Chip R.

    2001-01-01

    Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

  5. The Customer Service Experience.

    Science.gov (United States)

    Bell, Chip R.

    2001-01-01

    Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

  6. Product customization

    DEFF Research Database (Denmark)

    Lueg, Rainer

    2015-01-01

    analysis and Activity-based Costing help managers to better understand the different profitability of customized product lines. The rather open questions at the end of the case study allow for an adjustment to the level of knowledge of the students. Students will need to reflect on how a mechanical...

  7. Negative affect reduces performance in implicit sequence learning.

    Directory of Open Access Journals (Sweden)

    Junchen Shang

    Full Text Available BACKGROUND: It is well documented that positive rather than negative moods encourage integrative processing of conscious information. However, the extent to which implicit or unconscious learning can be influenced by affective states remains unclear. METHODOLOGY/PRINCIPAL FINDINGS: A Serial Reaction Time (SRT task with sequence structures requiring integration over past trials was adopted to examine the effect of affective states on implicit learning. Music was used to induce and maintain positive and negative affective states. The present study showed that participants in negative rather than positive states learned less of the regularity. Moreover, the knowledge was shown by a Bayesian analysis to be largely unconscious as participants were poor at recognizing the regularity. CONCLUSIONS/SIGNIFICANCE: The results demonstrated that negative rather than positive affect inhibited implicit learning of complex structures. Our findings help to understand the effects of affective states on unconscious or implicit processing.

  8. Negative affect reduces performance in implicit sequence learning.

    Science.gov (United States)

    Shang, Junchen; Fu, Qiufang; Dienes, Zoltan; Shao, Can; Fu, Xiaolan

    2013-01-01

    It is well documented that positive rather than negative moods encourage integrative processing of conscious information. However, the extent to which implicit or unconscious learning can be influenced by affective states remains unclear. A Serial Reaction Time (SRT) task with sequence structures requiring integration over past trials was adopted to examine the effect of affective states on implicit learning. Music was used to induce and maintain positive and negative affective states. The present study showed that participants in negative rather than positive states learned less of the regularity. Moreover, the knowledge was shown by a Bayesian analysis to be largely unconscious as participants were poor at recognizing the regularity. The results demonstrated that negative rather than positive affect inhibited implicit learning of complex structures. Our findings help to understand the effects of affective states on unconscious or implicit processing.

  9. To empower or not to empower your sales force? An empirical examination of the influence of leadership empowerment behavior on customer satisfaction and performance.

    Science.gov (United States)

    Ahearne, Michael; Mathieu, John; Rapp, Adam

    2005-09-01

    This research focuses on the impact of leadership empowerment behavior (LEB) on customer service satisfaction and sales performance, as mediated by salespeople's self-efficacy and adaptability. Moreover, the authors propose an interactive relationship whereby LEB will be differentially effective as a function of employees' empowerment readiness. The authors' hypotheses are tested using survey data from a sample of 231 salespeople in the pharmaceutical field, along with external ratings of satisfaction from 864 customers and archival sales performance information. Results indicated that contrary to popular belief, employees with low levels of product/industry knowledge and low experience benefit the most from leadership behaviors that are empowering, whereas high-knowledge and experienced employees reap no clear benefit. The authors conclude with directions for future research and application. Copyright 2005 APA, all rights reserved.

  10. Customer Satisfaction with Public Libraries.

    Science.gov (United States)

    D'Elia, George; Rodger, Eleanor Jo

    1996-01-01

    Surveys conducted in 142 urban public libraries examined customer satisfaction, comparisons with other libraries, and factors affecting satisfaction. Overall, customers were satisfied with their libraries but experienced different levels of satisfaction based on convenience, availability of materials and information, and services facilitating…

  11. Final report : Calgary Transit customer satisfaction survey 2005

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    2006-02-15

    This survey was conducted to measure the customer satisfaction of Calgary Transit users and gather information for further service improvements. The survey was conducted by telephone with a total of 500 current customers, and results were compared with previous surveys. The average number of trips per week among regular customers was 7.6, the lowest over the past 6 years. Twenty-six per cent of customers used the service more frequently due to higher gas prices, lack of a vehicle and the higher frequency of services. While most customers used buses, there was an increase in train usage in 2005, which was attributed to an increase in service frequency. Customers typically reported travelling during rush hour periods. Transit customers assigned a global score of 8.2 for service quality satisfaction and loyalty, which was consistent with previous scores. Seventy-two per cent of customers rated service quality as excellent or good. Approximately 1 in 5 customers perceived Calgary Transit to have improved over the previous year. Nearly half of the customers identified themselves as committed users of the service compared to other transportation methods, and most customers stated that having more service during peak hours and in new communities should be priorities. Sixty-four per cent of respondents supported fare increases to fund service additions. It was concluded that there was a significant increase in overall transit use in 2005, which may have been due to its perceived convenience and the influence of economic factors. It was noted that the increase has not affected customers' perceptions of service performance. 8 tabs., 9 figs.

  12. Customer satisfaction measurement

    Directory of Open Access Journals (Sweden)

    Maričić Branko R.

    2012-01-01

    Full Text Available Customer satisfaction is important in business management as a basis for long-term profitability of a single line of products and services and the company as a whole. Customer satisfaction in modern market conditions is characterized by a large number of alternatives that can satisfy the same need or desire of consumers, and are a prerequisite for the retention, loyalty, and positive verbal communication between companies and vendors on one hand and consumers on the other. Companies are investing more and more investment and management efforts in improving customer satisfaction. Improving customer satisfaction and its measurement involves the taking of appropriate marketing strategies and tactics, as well as corrective measures. This paper presents the well-known attempts to measure customers' satisfaction at the macro and micro level of marketing analysis. The index of consumer satisfaction is an important indicator of achieved quality and market performance of companies and can be measured on a micro and macro level. National customer satisfaction indexes are useful framework for analyzing the competitiveness of national economies, industries and individual companies and are used for a variety of other aspects of observation and analysis. Standardization of consumer satisfaction indexes in different countries allows comparability of the data, giving a new quality of analysis in the era of globalization and internationalization of business.

  13. Multi-Channel Retail Supply Chain Management: Fulfillment systems in Multi-Channel Retailing - Customer Expectations and Economic Performance

    OpenAIRE

    Lang, Gerald

    2010-01-01

    International audience; Increasingly, store-based retailers are opening an additional online sales channel and becoming multi-channel retailers. The integration of these different channels raises the question how to redefine the strategic marketing elements and the operations, as the two channels have different constraints and require different competences. This multi-channel retailing has major impacts on the operations and the supply-chain management. Order fulfillment for the customers usi...

  14. French Customs

    CERN Multimedia

    GS Department

    2010-01-01

    Please note that the French Customs (initially located in Building 904, Prévessin) are now located in Ferney-Voltaire (FR): Mrs Catherine NEUVILLE Douane de Ferney-Voltaire Rue de Genève F – 01210 Ferney-Voltaire Phone : 33 4 50 40 51 42 Email : catherine.neuville@douane.finances.gouv.fr Tom Wegelius Tel: 79947 Logistics and Site Services

  15. On the link between different combinations of Negative Affectivity (NA) and Positive Affectivity (PA) and job performance

    NARCIS (Netherlands)

    Van Yperen, N.W.

    2003-01-01

    Despite the assumed orthogonality of Negative Affectivity (NA) and Positive Affectivity (PA), the effects of the different combinations of NA and PA on work-related outcomes such as job performance have been neglected. The present study among 42 employees of a local social services department in the

  16. On the link between different combinations of Negative Affectivity (NA) and Positive Affectivity (PA) and job performance

    NARCIS (Netherlands)

    Van Yperen, N.W.

    2003-01-01

    Despite the assumed orthogonality of Negative Affectivity (NA) and Positive Affectivity (PA), the effects of the different combinations of NA and PA on work-related outcomes such as job performance have been neglected. The present study among 42 employees of a local social services department in the

  17. Affect Response to Simulated Information Attack during Complex Task Performance

    Science.gov (United States)

    2014-12-02

    The ability of warfighters to build and maintain situational awareness is a key design characteristic of and training objective for modern weapon...additional training targeting affective vulnerabilities discovered from these results, and a better trait/cognitive screening or vectoring process...analyses (Saucier, 1997), which include Extraversion , Openness, Neuroticism, Agreeableness, and Conscientiousness. The model was developed and

  18. How performance feedback and reflection affect transactive memory

    NARCIS (Netherlands)

    Kleij, R. van der; Hoeppermans, M.

    2011-01-01

    Research on transactive memory has showed the positive effects of training together. This study investigated how feedback and reflection affect transactive memory in settings where there is no time for elaborate team training. Newly formed teams were given accurate, false or no feedback about their

  19. Humidity affects the performance of von Frey monofilaments

    DEFF Research Database (Denmark)

    Werner, M U; Nielsen, Per Rotbøll; Ellehuus-Hilmersson, C

    2011-01-01

    Assessment of tactile and nociceptive thresholds of the skin with calibrated polyamide monofilaments is an established testing method both in animal and in human research. It is known that changes in relative humidity may affect the physical properties of the monofilaments. As this effect has only...

  20. Exploring nomological link between automated service quality, customer satisfaction and behavioural intentions with CRM performance indexing approach: Empirical evidence from Indian banking industry

    Directory of Open Access Journals (Sweden)

    Arup Kumar Baksi

    2013-01-01

    Full Text Available Automation in service delivery has increased the consumers’ expectation with regard to service quality and subsequently the perception of the same. Technology-driven services redefined quality dimensions and their subsequent impact on the behavioural outcomes of the consumers with specific reference to attitudinal loyalty and propensity to switch. Customer Relationship Management (CRM has further reinforced the operational aspects of a service provider by integrating the behavioural perspectives with technology. This paper attempts to explore the nomological link between automated service quality and its behavioural consequences with specific reference to consumers’ attitudinal loyalty and their intention to switch or defect from their present service provider. The study further takes into consideration the moderating effects of the performance of the dimensions and attributes of customer relationship management by introducing a novel approach to CRM performance indexing. The cross-sectional study was carried out with the customers of State Bank of India at Asansol, Durgapur, Bolpur and Santiniketan in West Bengal, India. The study used structural equation modeling (SEM to assess and validate the nomological relationship between the variables.

  1. Assessing the implications on performance when aligning customer lifetime value calculations with religious faith groups and afterlifetime values - a Socratic elenchus approach

    DEFF Research Database (Denmark)

    Hollensen, Svend; Wilson, Jonathan

    2013-01-01

    Customer Lifetime Value (CLV) is an established relationship marketing-centric approach to evaluating performance based upon the significance of a customer, and what resources should be allocated towards maintaining relations – beyond short-term transactional views. The conceptual argument...... presented in this paper contributes one very simple, yet significant argument, which is both transactional and relational. Namely, a large portion of humanity believes in a life beyond current existence – the Afterlife. Therefore, death in the psyche of such a person does not terminate benefit seeking......, and there is value in the afterlife. The aim here is to refine value-based calculations, drawing from varying religious perspectives: reincarnation, heaven, and enlightenment, amongst others. A particular focus has been given to Islamic schools of thought and practices, as a test case and in response to market...

  2. Learners' Metalinguistic and Affective Performance in Blogging to Write

    Science.gov (United States)

    Chen, Ping-Ju

    2016-01-01

    The documentation of the benefits of blog use in foreign language education has proliferated since 2006. In the field of blogging to write, most studies focus on learners' linguistic performance and perceptions. To provide an analysis of learners' writing performance by using blogs, in addition to the often-researched areas, this study examines…

  3. Factors affecting the performance of undergraduate medical students: A perspective

    Directory of Open Access Journals (Sweden)

    Ananya Mandal

    2012-01-01

    Full Text Available Context: Performance of medical students in developing nations like India is perceived to have largely declined. Aims: We attempted to assess the reasons behind such trends. Settings and Design: Students in their third year of medical study were given a predesigned, pretested structured and validated questionnaire that they filled in anonymously. The key areas assessed were concentration, interest and understanding of the subject and other perceived causes of poor performance. Tests for descriptive statistics were applied for evaluation. Results and Conclusions: One hundred and fifty students participated in the study. Fifty-five (36.66% students performed poorly. Male gender, inability to clear the previous professional examination at the first attempt, difficulty in understanding medium of instruction, self-assessed depression, sleep disorders and perceived parental and peer pressure and dissatisfaction with career choice were significantly linked with poor performance (P<0.05 for each factor. Socioeconomic status and regularity in class were not linked to academic performance.

  4. Epidemic features affecting the performance of outbreak detection algorithms

    Directory of Open Access Journals (Sweden)

    Kuang Jie

    2012-06-01

    Full Text Available Abstract Background Outbreak detection algorithms play an important role in effective automated surveillance. Although many algorithms have been designed to improve the performance of outbreak detection, few published studies have examined how epidemic features of infectious disease impact on the detection performance of algorithms. This study compared the performance of three outbreak detection algorithms stratified by epidemic features of infectious disease and examined the relationship between epidemic features and performance of outbreak detection algorithms. Methods Exponentially weighted moving average (EWMA, cumulative sum (CUSUM and moving percentile method (MPM algorithms were applied. We inserted simulated outbreaks into notifiable infectious disease data in China Infectious Disease Automated-alert and Response System (CIDARS, and compared the performance of the three algorithms with optimized parameters at a fixed false alarm rate of 5% classified by epidemic features of infectious disease. Multiple linear regression was adopted to analyse the relationship of the algorithms’ sensitivity and timeliness with the epidemic features of infectious diseases. Results The MPM had better detection performance than EWMA and CUSUM through all simulated outbreaks, with or without stratification by epidemic features (incubation period, baseline counts and outbreak magnitude. The epidemic features were associated with both sensitivity and timeliness. Compared with long incubation, short incubation had lower probability (β* = −0.13, P  Conclusions The results of this study suggest that the MPM is a prior algorithm for outbreak detection and differences of epidemic features in detection performance should be considered in automatic surveillance practice.

  5. How failure to align climate and leadership style affects performance

    DEFF Research Database (Denmark)

    Håkonsson, Dorthe Døjbak; Burton, Richard; Obel, Børge

    2008-01-01

    The purpose of this paper is to investigate how misalignments between the organizational climate (measured as information-processing demand) and the leadership style (measured as information-processing capability) may result in negative performance consequences.......The purpose of this paper is to investigate how misalignments between the organizational climate (measured as information-processing demand) and the leadership style (measured as information-processing capability) may result in negative performance consequences....

  6. Aversive Pavlovian Responses Affect Human Instrumental Motor Performance

    Science.gov (United States)

    Rigoli, Francesco; Pavone, Enea Francesco; Pezzulo, Giovanni

    2012-01-01

    In neuroscience and psychology, an influential perspective distinguishes between two kinds of behavioral control: instrumental (habitual and goal-directed) and Pavlovian. Understanding the instrumental-Pavlovian interaction is fundamental for the comprehension of decision-making. Animal studies (as those using the negative auto-maintenance paradigm), have demonstrated that Pavlovian mechanisms can have maladaptive effects on instrumental performance. However, evidence for a similar effect in humans is scarce. In addition, the mechanisms modulating the impact of Pavlovian responses on instrumental performance are largely unknown, both in human and non-human animals. The present paper describes a behavioral experiment investigating the effects of Pavlovian conditioned responses on performance in humans, focusing on the aversive domain. Results showed that Pavlovian responses influenced human performance, and, similar to animal studies, could have maladaptive effects. In particular, Pavlovian responses either impaired or increased performance depending on modulator variables such as threat distance, task controllability, punishment history, amount of training, and explicit punishment expectancy. Overall, these findings help elucidating the computational mechanisms underlying the instrumental-Pavlovian interaction, which might be at the base of apparently irrational phenomena in economics, social behavior, and psychopathology. PMID:23060738

  7. Identification of coordination factors affecting building projects performance

    Directory of Open Access Journals (Sweden)

    Wesam Salah Alaloul

    2016-09-01

    Full Text Available Construction projects performance requires improvement to fulfil the complexity of the stakeholders’ needs and expectations. Coordination process is proposed as an efficient solution for weak performance of construction projects. Therefore, coordination factors are vital in ensuring a successful implementation of all project phases. This study aimed to identify and prioritise coordination factors that influence the performance of building projects in Malaysian context. A vast body of literature on coordination process was reviewed and resulted in 53 coordination factor. Three rounds of Delphi technique were conducted. The most effective coordination factors were ranked based on the Relative Importance Index (RII such as Scheduling (RII = 0.97, Quality assurance plan (RII = 0.93, and all parties’ participation in plans (RII = 0.89. These coordination factors have fulfilled the research gap and provided better management and higher performance for project parties. The results offer insightful perspectives to define the most effective coordination factors, for addressing the dependency between project tasks and the parties to enhance project performance.

  8. Aversive Pavlovian responses affect human instrumental motor performance

    Directory of Open Access Journals (Sweden)

    Francesco eRigoli

    2012-10-01

    Full Text Available In neuroscience and psychology, an influential perspective distinguishes between two kinds of behavioural control: instrumental (habitual and goal-directed and Pavlovian. Understanding the instrumental-Pavlovian interaction is fundamental for the comprehension of decision-making. Animal studies (as those using the negative auto-maintenance paradigm, have demonstrated that Pavlovian mechanisms can have maladaptive effects on instrumental performance. However, evidence for a similar effect in humans is scarce. In addition, the mechanisms modulating the impact of Pavlovian responses on instrumental performance are largely unknown, both in human and non-human animals. The present paper describes a behavioural experiment investigating the effects of Pavlovian conditioned responses on performance in humans, focusing on the aversive domain. Results showed that Pavlovian responses influenced human performance, and, similar to animal studies, could have maladaptive effects. In particular, Pavlovian responses either impaired or increased performance depending on modulator variables such as threat distance, task controllability, punishment history, amount of training, and explicit punishment expectancy. Overall, these findings help elucidating the computational mechanisms underlying the instrumental-Pavlovian interaction, which might be at the base of apparently irrational phenomena in economics, social behaviour, and psychopathology.

  9. Customization and Customer-Product Learning

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn

    2011-01-01

    , through the performance level and the experience level to the learning level at the top. This model has a dual view with customers/demand at one side and product/supplier at the other side. It is developed so that it can be generally applied and, typically, product designers must decide how far up...... in levels the customisation should aim. This paper sets special focus on the upper levels of customisation, especially the learning level, and it is shown that products with a large range of user-oriented functionalities often require much training to use and that customers on the other hand are sometimes......In order to support decision making in companies, who want to implement Mass Customisation (MC) and Product Configuration, a previously published model for customisation is developed. This model identifies customisation in four different levels, ranging from the structure level at the bottom...

  10. Wheat gluten hydrolysate affects race performance in the triathlon.

    Science.gov (United States)

    Koikawa, Natsue; Aoki, Emi; Suzuki, Yoshio; Sakuraba, Keishoku; Nagaoka, Isao; Aoki, Kazuhiro; Shimmura, Yuki; Sawaki, Keisuke

    2013-07-01

    Wheat gluten hydrolysate (WGH) is a food ingredient, prepared by partial enzymatic digestion of wheat gluten, which has been reported to suppress exercise-induced elevation of serum creatinine kinase (CK) activity. However, its effects on athletic performance have not yet been elucidated. This is the presentation of an experiment performed on five female college triathletes who completed an Olympic distance triathlon with or without ingestion of 21 g of WGH during the cycling leg. The experiment was performed in a crossover double-blind manner. The race time of the running leg and thus the total race time was significantly shorter when WGH was ingested. However, serum CK levels exhibited no apparent differences between the two WGH or placebo groups.

  11. Prioritizing the Factor Weights Affecting Tourism Performance by FAHP

    Directory of Open Access Journals (Sweden)

    Quang Hung Do

    2013-10-01

    determine the relative weights of the factors and subfactors in contributing to tourism performance. An application case related to the Vietnamese context is used to illustrate the proposed framework. The results of this study consolidated the tourism theory and suggested recommendations and solutions for the Vietnamese tourism industry. The proposed framework could be used by a group of decision-makers to achieve a consensus, as well as deal with uncertainty in the decision-making process. The findings of the study may serve as a tool for assistance for planners in improving the efficiency of tourism performance.

  12. Unit Cohesion and the Surface Navy: Does Cohesion Affect Performance

    Science.gov (United States)

    1989-12-01

    Relationship of Group Cohe- sion to Group Performance: A Research Integration Attempt, by L. W. Oliver, A199069, July 1988. Cartwright , D., "The Nature of...Group Cohesiveness," in Darwin Cart- wright and Alvin Zander, eds., Group Dynamics: Research and Theory, New York: Harper and Row, 1968. Gujarati, D. N

  13. How Motivation Affects Academic Performance: A Structural Equation Modelling Analysis

    Science.gov (United States)

    Kusurkar, R. A.; Ten Cate, Th. J.; Vos, C. M. P.; Westers, P.; Croiset, G.

    2013-01-01

    Few studies in medical education have studied effect of quality of motivation on performance. Self-Determination Theory based on quality of motivation differentiates between Autonomous Motivation (AM) that originates within an individual and Controlled Motivation (CM) that originates from external sources. To determine whether Relative Autonomous…

  14. Demographic and Commercial Environments and Building Control Customer Services

    Directory of Open Access Journals (Sweden)

    Hope Peter

    2016-01-01

    Full Text Available A simple and cost effective business analytics schema developed in this study provides a basis for observing how demographic and commercial environmental impacts affect building control customer services. In order to overlay environmental impacts onto building control services, schematic mapping of resource distributions and services were plotted according to corporate jurisdiction, corporate virtues and customer type characteristics. Quantitative and qualitative surveys were conducted on corporate staff and material resources, business performance measures and targets, building control service manager observations and demographic and commercial environments. Results from this research provide a single view corporate map of people, material resources, and service performance in relation to customer characteristics, while reaching out to better understand the building control customer experience, general public expectation and market influences. In this regard, this research can provide a foundation for realising corporate virtue aspirations.

  15. Genetic Factors Affecting Performance Traits of Sahiwal Cattle in Pakistan

    Directory of Open Access Journals (Sweden)

    Z. Rehman*§ and M. S. Khan1

    2012-06-01

    Full Text Available Data on 23925 lactations of 5897 Sahiwal cows in five Government herds of Punjab province were collected to estimate the genetic control and genetic correlations among performance traits. A repeatability animal model having herd-year-season and parity was used for this purpose. The repeatability estimates for 305-d milk yield, total milk yield, lactation length, dry period, calving interval and service period were 0.40±0.015, 0.40±0.016, 0.33±0.013, 0.14±0.005, 0.15±0.004, and 0.14±0.005 respectively. The heritability estimates for these traits were 0.10±0.016, 0.09±0.016, 0.06±0.013, 0.14±0.009, 0.15±0.010, and 0.14±0.010, respectively. The phenotypic, genetic and environmental correlation of 305-d milk yield with lactation length was 0.71, 0.48 and 0.70, respectively, with dry period was -0.31, -0.43 and -0.22, respectively while with calving interval and service period exhibited similar pattern (0.08, 0.25 and 0.08, respectively. The estimated breeding values ranged from -447 to 1254 kg, -442 to 1265 kg, -24 to 38, -78 to 116, -84 to 107 and -81 to 91, days for 305-day milk yield, total milk yield, lactation length, dry period, calving interval and service period, respectively. No specific genetic trend was observed for performance traits during the period under study. Cows have not improved in their ability to perform in various economic traits. Accurate recording of pedigree and performance is necessary for improving the performance traits of Sahiwal. Due to high repeatability estimates of yield traits selection or culling may be practised from first few records.

  16. Marketing research of organic agricultural products' customers

    Directory of Open Access Journals (Sweden)

    Salai Suzana

    2002-01-01

    Full Text Available The aim of customers' marketing research is to acquire information about the way domestic customers behave towards organic agricultural products. This research focuses the overview of conditions and factors influencing customer behavior in nutrition processes in the EM and in Yugoslavia. The acquired information about changes and directions directly affect the possibilities of getting involved into supply processes as well as the 'transmission' of some directions in customer behavior. Anticipations based, on marketing research deal with changes on customers' level, in consumption, products and other competitors. The results of a part of problems concerning customer behavior in nutrition processes follow below, with an emphasis on organic agricultural products.

  17. Does familiarity with computers affect computerized neuropsychological test performance?

    Science.gov (United States)

    Iverson, Grant L; Brooks, Brian L; Ashton, V Lynn; Johnson, Lynda G; Gualtieri, C Thomas

    2009-07-01

    The purpose of this study was to determine whether self-reported computer familiarity is related to performance on computerized neurocognitive testing. Participants were 130 healthy adults who self-reported whether their computer use was "some" (n = 65) or "frequent" (n = 65). The two groups were individually matched on age, education, sex, and race. All completed the CNS Vital Signs (Gualtieri & Johnson, 2006b) computerized neurocognitive battery. There were significant differences on 6 of the 23 scores, including scores derived from the Symbol-Digit Coding Test, Stroop Test, and the Shifting Attention Test. The two groups were also significantly different on the Psychomotor Speed (Cohen's d = 0.37), Reaction Time (d = 0.68), Complex Attention (d = 0.40), and Cognitive Flexibility (d = 0.64) domain scores. People with "frequent" computer use performed better than people with "some" computer use on some tests requiring rapid visual scanning and keyboard work.

  18. SLEEP COMPLAINTS AFFECTING SCHOOL PERFORMANCE AT DIFFERENT EDUCATIONAL LEVELS

    OpenAIRE

    Pagel, James F.; KWIATKOWSKI, CAROL F.

    2010-01-01

    The clear association between reports of sleep disturbance and poor school performance has been documented for sleepy adolescents. This study extends that research to students outside the adolescent age grouping in an associated school setting (98 middle school students, 67 high school students, and 64 college students). Reported restless legs and periodic limb movements are significantly associated with lower GPA’s in junior high students. Consistent with previous studies, daytime sleepiness...

  19. Sleep Complaints Affecting School Performance at Different Educational Levels

    OpenAIRE

    Pagel, James F.; KWIATKOWSKI, CAROL F.

    2010-01-01

    The clear association between reports of sleep disturbance and poor school performance has been documented for sleepy adolescents. This study extends that research to students outside the adolescent age grouping in an associated school setting (98 middle school students, 67 high school students, and 64 college students). Reported restless legs and periodic limb movements are significantly associated with lower GPA's in junior high students. Consistent with previous studies, daytime sleepiness...

  20. Luminance controlled pupil size affects Landolt C task performance. Revision

    Energy Technology Data Exchange (ETDEWEB)

    Berman, S.M. [Lawrence Berkeley Lab., CA (United States); Fein, G. [Neurobehavioral Lab. Software, San Rafael, CA (United States); Jewett, D.L.; Ashford, F. [ABRATech Corp., Mill Valley, CA (United States)

    1993-02-01

    Subjects judged the orientation of a 2 min. gap Landolt C located at a distance of 2.4 m. The stimuli were presented in central vision on a CRT, at low to medium contrast. The effects of varying the spectrum and luminance of surround lighting were assessed on both pupil size (measured using infrared pupillometry during task performance) and task accuracy. The task display was protected from the surround lighting, so that its luminance and contrast could be varied independently of the changes in the surround lighting. Indirect surround illumination was provided by either two illuminants of very different scotopic spectral content but with the same photopic luminance (Experiments 1 and 3), or by using the same illuminant at two different luminance levels (Experiment 2). In Experiment 3, the effect of changing surround spectrum was compared to the effect of varying task background luminance between 12 cd/m{sup 2} and 73 cd/m{sup 2}. In all experiments, scotopically enhanced surround lighting produced pupil areas which were reduced by almost 50% in comparison with surround lighting with relatively less scotopic luminance. Concomitantly there was improvement in Landolt C task performance with the scotopically enhanced surround lighting at all contrast and luminance levels. In these experiments, smaller pupil sizes were associated with significantly better visual-task performance in spite of lower task retinal illuminance when compared to the condition with larger pupils. These results suggest that changes in surround spectrum can compensate for the effect on task performance of a reduction in task luminance and supports the hypothesis that lighting energy savings could accrue in the workplace by shifting lamp spectra to obtain greater scotopic efficacy.

  1. Luminance controlled pupil size affects Landolt C task performance

    Energy Technology Data Exchange (ETDEWEB)

    Berman, S.M. (Lawrence Berkeley Lab., CA (United States)); Fein, G. (Neurobehavioral Lab. Software, San Rafael, CA (United States)); Jewett, D.L.; Ashford, F. (ABRATech Corp., Mill Valley, CA (United States))

    1993-02-01

    Subjects judged the orientation of a 2 min. gap Landolt C located at a distance of 2.4 m. The stimuli were presented in central vision on a CRT, at low to medium contrast. The effects of varying the spectrum and luminance of surround lighting were assessed on both pupil size (measured using infrared pupillometry during task performance) and task accuracy. The task display was protected from the surround lighting, so that its luminance and contrast could be varied independently of the changes in the surround lighting. Indirect surround illumination was provided by either two illuminants of very different scotopic spectral content but with the same photopic luminance (Experiments 1 and 3), or by using the same illuminant at two different luminance levels (Experiment 2). In Experiment 3, the effect of changing surround spectrum was compared to the effect of varying task background luminance between 12 cd/m[sup 2] and 73 cd/m[sup 2]. In all experiments, scotopically enhanced surround lighting produced pupil areas which were reduced by almost 50% in comparison with surround lighting with relatively less scotopic luminance. Concomitantly there was improvement in Landolt C task performance with the scotopically enhanced surround lighting at all contrast and luminance levels. In these experiments, smaller pupil sizes were associated with significantly better visual-task performance in spite of lower task retinal illuminance when compared to the condition with larger pupils. These results suggest that changes in surround spectrum can compensate for the effect on task performance of a reduction in task luminance and supports the hypothesis that lighting energy savings could accrue in the workplace by shifting lamp spectra to obtain greater scotopic efficacy.

  2. Do foreclosures affect Boston public school student academic performance?

    OpenAIRE

    Katharine L. Bradbury; Burke, Mary A.; Robert K. Triest

    2013-01-01

    Foreclosures have well-documented adverse consequences for families living in or owning properties undergoing foreclosure and on surrounding neighborhoods, but they may also have other costs. This policy brief summarizes our research on the impact of mortgage foreclosures on academic performance among Boston public school students. The data show that students who live at an address that experiences a foreclosure tend to score substantially lower on standardized tests (math and English) and al...

  3. Volumetric breast density affects performance of digital screening mammography.

    Science.gov (United States)

    Wanders, Johanna O P; Holland, Katharina; Veldhuis, Wouter B; Mann, Ritse M; Pijnappel, Ruud M; Peeters, Petra H M; van Gils, Carla H; Karssemeijer, Nico

    2017-02-01

    To determine to what extent automatically measured volumetric mammographic density influences screening performance when using digital mammography (DM). We collected a consecutive series of 111,898 DM examinations (2003-2011) from one screening unit of the Dutch biennial screening program (age 50-75 years). Volumetric mammographic density was automatically assessed using Volpara. We determined screening performance measures for four density categories comparable to the American College of Radiology (ACR) breast density categories. Of all the examinations, 21.6% were categorized as density category 1 ('almost entirely fatty') and 41.5, 28.9, and 8.0% as category 2-4 ('extremely dense'), respectively. We identified 667 screen-detected and 234 interval cancers. Interval cancer rates were 0.7, 1.9, 2.9, and 4.4‰ and false positive rates were 11.2, 15.1, 18.2, and 23.8‰ for categories 1-4, respectively (both p-trend density categories: 85.7, 77.6, 69.5, and 61.0% for categories 1-4, respectively (p-trend density, automatically measured on digital mammograms, impacts screening performance measures along the same patterns as established with ACR breast density categories. Since measuring breast density fully automatically has much higher reproducibility than visual assessment, this automatic method could help with implementing density-based supplemental screening.

  4. Increased body weight affects academic performance in university students

    Directory of Open Access Journals (Sweden)

    Angela S. Anderson

    2017-03-01

    Full Text Available For K-12 students, obesity has been linked to student educational achievements. The study objective was to determine whether academic performance in university students is correlated with BMI. Students from two consecutive academic years (Jan–May 2013 and Jan–May 2014 were given an optional class survey in May, as extra credit. Of the 452 students that completed the survey, 204 females and 75 males (N = 279; 73% female and 27% male consented to participate in the study. The number of correct answers to problem-solving questions (PSQs and the overall final grade for the class were compared to the calculated BMI using linear regression with a Pearson's R correlation and unpaired t-tests. BMI was significantly negatively correlated with student's final grades (P = 0.001 Pearson's r = −0.190 and PSQs were positively correlated with final grades (P < 0.001; Pearson's r = 0.357. Our findings show a correlation between healthy body weight and improved academic performance. Further, the data suggest that future research in the area of body weight, diet, and exercise and any correlations of these with academic performance in college students are warranted.

  5. Factors affecting school performance in children with rheumatic heart disease

    Directory of Open Access Journals (Sweden)

    Arief Hermanu S.

    2001-12-01

    Full Text Available The aim of this study was to determine the association between school performance and age, sex, duration of illness, educational achievement prior to illness, socioeconomic status of family, parent’s educational level, number of children in the family and severity of the disease of patients with rheumatic heart disease (RHD. Subjects were patients with RHD treated at the Division of Cardiology, Department of Child Health, Cipto Mangunkusumo Hospital Jakarta. The parameters of school performance were educational achievement, absent of school and dropout. All data were processed by using Epi-Info program to find out bivariate analysis and Statistic Program for Social Sciences (SPSS for multivariate analysis. We obtained 80 patients with RHD; most of them were of mild severity (64 of 80% and the remainder 16 (20% with severe disease. There were 44 (55% males and 36 (45% females. Most parents (42 or 53% had junior high school educational level, most of them, 23 (29% had elementary school education, and 3 (4% illiterate. Bivariate and multivariate analyses showed that severity of disease and parental educational level were associated withschool performance of patients with RHD, but age, sex, duration of disease, premorbid educational achievement, socio-economic level of the family and number of children in family were not.

  6. Perspectives of Small Retailers in the Organic Market: Customer Satisfaction and Customer Enthusiasm

    OpenAIRE

    Bolten, Jan; Kennerknecht, Raphael; Spiller, Achim

    2006-01-01

    Abstract. In this paper we discuss the impact of customer satisfaction and enthusiasm on the performance of small retailers in the organic food market. The analysis of customer satisfaction and shop data confirm essential economic effects. The study is based on 948 customer interviews and an analysis of management ratios of 12 organic food shops in Germany. The results show that customer satisfaction is a relevant key to sales performance. Regression analysis reveals that overall customer sat...

  7. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

    Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. These changes require firms to integrate multiple business fun

  8. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

    Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. These changes require firms to integrate multiple business

  9. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

    Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. These changes require firms to integrate multiple business fun

  10. Review of factors affecting aircraft wet runway performance

    Science.gov (United States)

    Yager, T. J.

    1983-01-01

    Problems associated with aircraft operations on wet runways are discussed and major factors which influence tire/runway braking and cornering traction capability are identified including runway characteristics, tire hydroplaning, brake system anomalies, and pilot inputs. Research results from investigations conducted at the Langley Aircraft Landing Loads and Traction Facility and from tests with instrumented ground vehicles and aircraft are summarized to indicate the effects of different aircraft, tire, and runway parameters. Several promising means are described for improving tire/runway water drainage capability, brake system efficiency, and pilot training to help optimize aircraft traction performance on wet runways.

  11. Identification with the retail organization and customer-perceived employee similarity: effects on customer spending.

    Science.gov (United States)

    Netemeyer, Richard G; Heilman, Carrie M; Maxham, James G

    2012-09-01

    Two constructs important to academicians and managers are the degree to which employees and customers identify with an organization, employee organizational identification (employee OI) and customer-company identification (customer identification), respectively. This research examines the effects of these identification constructs and the related construct of customer perceived similarity to employees on customer spending. Via a 1-year multilevel study of 12,047 customers and 1,464 store employees (sales associates) covering 212 stores of a specialty apparel retailer, our study contributes to the literature in 2 critical ways. First, we expand the theoretical network of employee OI and customer identification by examining the related construct of a customer's perceived similarity to store employees. We examine the incremental (not fully mediated) main and interaction effects of customer-perceived similarity to employees and employee OI on customer spending. Second, we examine the effect of customer identification on customer spending relative to the effect of customer satisfaction on customer spending. Thus, our study also contributes by demonstrating a potential complementary route to achieve customer spending (customer identification), a route that may be more readily affected by management than the efforts required for a sustained increase in customer satisfaction. Implications for academics and managers are offered.

  12. Positive affective tone and team performance: The moderating role of collective emotional skills.

    Science.gov (United States)

    Collins, Amy L; Jordan, Peter J; Lawrence, Sandra A; Troth, Ashlea C

    2016-01-01

    Research on affect as a group-level phenomenon has shown that over time, individual members within a group become highly similar in their affect (i.e., members experience and display similar emotions and moods), and often become similar enough that the aggregation of individuals' affect can meaningfully represent the "affective tone" of the group. It is generally assumed that a more positive affective tone will lead to better team performance. We challenge the conclusion that positive affective tone is always good for team performance, suggesting that the relationship between positive affective tone and team performance is subject to moderating influences. Across two studies, we demonstrate that the self-reported collective emotional skills of team members play a crucial role in determining whether positive affective tone is beneficial or detrimental to team performance. Implications for theory and practice are discussed.

  13. Factors affecting the performance of large-aperture microphone arrays

    Science.gov (United States)

    Silverman, Harvey F.; Patterson, William R.; Sachar, Joshua

    2002-05-01

    Large arrays of microphones have been proposed and studied as a possible means of acquiring data in offices, conference rooms, and auditoria without requiring close-talking microphones. When such an array essentially surrounds all possible sources, it is said to have a large aperture. Large-aperture arrays have attractive properties of spatial resolution and signal-to-noise enhancement. This paper presents a careful comparison of theoretical and measured performance for an array of 256 microphones using simple delay-and-sum beamforming. This is the largest currently functional, all digital-signal-processing array that we know of. The array is wall-mounted in the moderately adverse environment of a general-purpose laboratory (8 m×8 m×3 m). The room has a T60 reverberation time of 550 ms. Reverberation effects in this room severely impact the array's performance. However, the width of the main lobe remains comparable to that of a simplified prediction. Broadband spatial resolution shows a single central peak with 10 dB gain about 0.4 m in diameter at the -3 dB level. Away from that peak, the response is approximately flat over most of the room. Optimal weighting for signal-to-noise enhancement degrades the spatial resolution minimally. Experimentally, we verify that signal-to-noise gain is less than proportional to the square root of the number of microphones probably due to the partial correlation of the noise between channels, to variation of signal intensity with polar angle about the source, and to imperfect correlation of the signal over the array caused by reverberations. We show measurements of the relative importance of each effect in our environment.

  14. Factors affecting the performance of large-aperture microphone arrays.

    Science.gov (United States)

    Silverman, Harvey F; Patterson, William R; Sachar, Joshua

    2002-05-01

    Large arrays of microphones have been proposed and studied as a possible means of acquiring data in offices, conference rooms, and auditoria without requiring close-talking microphones. When such an array essentially surrounds all possible sources, it is said to have a large aperture. Large-aperture arrays have attractive properties of spatial resolution and signal-to-noise enhancement. This paper presents a careful comparison of theoretical and measured performance for an array of 256 microphones using simple delay-and-sum beamforming. This is the largest currently functional, all digital-signal-processing array that we know of. The array is wall-mounted in the moderately adverse environment of a general-purpose laboratory (8 m x 8 m x 3 m). The room has a T60 reverberation time of 550 ms. Reverberation effects in this room severely impact the array's performance. However, the width of the main lobe remains comparable to that of a simplified prediction. Broadband spatial resolution shows a single central peak with 10 dB gain about 0.4 m in diameter at the -3 dB level. Away from that peak, the response is approximately flat over most of the room. Optimal weighting for signal-to-noise enhancement degrades the spatial resolution minimally. Experimentally, we verify that signal-to-noise gain is less than proportional to the square root of the number of microphones probably due to the partial correlation of the noise between channels, to variation of signal intensity with polar angle about the source, and to imperfect correlation of the signal over the array caused by reverberations. We show measurements of the relative importance of each effect in our environment.

  15. MASS CUSTOMIZATION and PRODUCT MODELS

    DEFF Research Database (Denmark)

    Svensson, Carsten; Malis, Martin

    2003-01-01

    to the product. Through the application of a mass customization strategy, companies have a unique opportunity to create increased customer satisfaction. In a customized production, knowledge and information have to be easily accessible since every product is a unique combination of information. If the dream...... of a customized alternative instead of a uniform mass-produced product shall become a reality, then the cross-organizational efficiency must be kept at a competitive level. This is the real challenge for mass customization. A radical restructuring of both the internal and the external knowledge management systems......When dealing with complex product models, efficient knowledge distribution is essential to obtain success. This paper describes how product models can be applied to support the knowledge distribution. The change towards individualization will radically affect the knowledge application in relation...

  16. Modeling customer loyalty using customer lifetime value.

    OpenAIRE

    Glady, N.; Baesens, Bart; Croux, Christophe

    2006-01-01

    The definition and modeling of customer loyalty have been central issues in customer relationship management since many years. Recent papers propose solutions to detect customers that are becoming less loyal, also called churners. The churner status is then defined as a function of the volume of commercial transactions. In the context of a Belgian retail financial service company, our first contribution will be to redefine the notion of customer's loyalty by considering it from a customer-cen...

  17. How do leader-member exchange quality and differentiation affect performance in teams? An integrated multilevel dual process model.

    Science.gov (United States)

    Li, Alex Ning; Liao, Hui

    2014-09-01

    Integrating leader-member exchange (LMX) research with role engagement theory (Kahn, 1990) and role system theory (Katz & Kahn, 1978), we propose a multilevel, dual process model to understand the mechanisms through which LMX quality at the individual level and LMX differentiation at the team level simultaneously affect individual and team performance. With regard to LMX differentiation, we introduce a new configural approach focusing on the pattern of LMX differentiation to complement the traditional approach focusing on the degree of LMX differentiation. Results based on multiphase, multisource data from 375 employees of 82 teams revealed that, at the individual level, LMX quality positively contributed to customer-rated employee performance through enhancing employee role engagement. At the team level, LMX differentiation exerted negative influence on teams' financial performance through disrupting team coordination. In particular, teams with the bimodal form of LMX configuration (i.e., teams that split into 2 LMX-based subgroups with comparable size) suffered most in team performance because they experienced greatest difficulty in coordinating members' activities. Furthermore, LMX differentiation strengthened the relationship between LMX quality and role engagement, and team coordination strengthened the relationship between role engagement and employee performance. Theoretical and practical implications of the findings are discussed.

  18. Assessment of Factor Affecting Institutional Performance: The Case of Wolaita Sodo University

    Science.gov (United States)

    Shibru, Sintayehu; Bibiso, Mesfin; Ousman, Kedir

    2017-01-01

    The purpose of this study is to explore factors that affect institutional performance of Wolaita Sodo University. The study has identified middle level manager's perceptions toward institutional performance to indicate the key factors that seem to affect the performance of the university. Data were collected using structured questionnaires and…

  19. Studying the factors affecting solar power generation systems performance ( SPGSP

    Directory of Open Access Journals (Sweden)

    Jalal A Al-Tabtabaei

    2014-12-01

    Full Text Available Solar energy is a huge, clean and renewable source of energy. It is also available everywhere on the earth. However, there are many technical and economic difficulties need to be solved so that solar energy becomes a strong competition against the traditional energy sources. Energy from the sun can be used successfully in electric power generation systems. Depending on the climate conditions and the use of a properly designed, installing and maintained system can meet a large demand in this request. Work plane for this research will include many steps, the first step will include an introduction to solar energy. The second step will be a short review of the solar energy availability, geometry, fields of applications and the largest commercial application of solar energy is the solar thermal power generation. In addition, the most common types of solar thermal power plants, the solar field, heat transfer fluid and the power conversion system types will be explained in detail. The third step, a simple analysis for the solar thermal power plant will be explained in order to predict the optimum conditions leading to maximum performance. Discussions of results will be the fourth step. The last step a conclusion and recommendation for future work will also be included.

  20. Performing the web: negotiating affect and online aesthetics

    Directory of Open Access Journals (Sweden)

    Roberta Buiani

    2014-04-01

    Full Text Available On October 1, 2011, following its public debut at a gallery in Toronto, the Sandbox Project made its appearance online, timidly emerging from the bursting folds of the popular Wordpress Content Management System (CMS. The Sandbox Project is an itinerant community art and activism laboratory consisting of a series of live events and a complementary online platform, both conceived as a collaborative effort of countless individuals. The project explores ways in which respectful and anti-oppressive processes of collaboration, the formation of alliances, and new lines of solidarity may occur between activists and artists working with different media and creative tactics. Now in its third year of existence, the website combines different CMS formats to experiment with new forms of online interaction and to respond to the diversity of interventions featured during the live events. Rather than functioning as a space that simply records and documents each event, the website took it upon itself to play with the live events (the laboratory dynamically: it sought to give the visitor a sense of the vibrant atmosphere that the participants had been experiencing during live events, in order to elicit further online interactions and initiatives among past and current participants. The website and the live events aspired to complete each other, to become together one continuous and contiguous performance. But to what extent can the vibrancy of human behavior be played and conveyed online? This paper critically reflects on the difficulties in incorporating the project into today's manifold, yet homogeneous and homogenizing, online publishing options. In acknowledging this difficult process of mediation, it urges to reflect on the material and conceptual complications emerging from the involvement of diverse and far-apart communities and individuals.

  1. The use of human resources literature regarding the relationship between affect and student academic performance

    Directory of Open Access Journals (Sweden)

    Chris W. Callaghan

    2014-02-01

    Full Text Available Orientation: In human resources literature affect, or affectivity, has been identified as contributing, either negatively or positively, to different forms of performance in a range of different contexts.Research purpose: The aim of the study was to empirically test theory that predicts that affect can influence performance; in this case the academic performance of students in the South African higher education context.Motivation for the study: Human resources job performance theory seems to offer important insights when extended into other contexts of individual performance. The specific potential influence of affect on student performance is unclear in this context.Research design, approach and method: A non-probability comprehensive sample of all students registered for first-year accountancy (n = 719 was used. Confirmatory factor analysis, exploratory factor analysis and bivariate tests of association were used to empirically test theory predicting relationships between affect and student academic performance.Main findings: In general the findings support the predications derived from affect theory, that negative affect is negatively associated with student performance and that positive affect is positively associated with student performance. Yet, the results suggest that affect might not, in this context, reflect the two-dimensional theoretical structure. In particular, negative affectivity might better be considered as a three-dimensioned construct.Practical/managerial implications: These results suggest that proactive measures may need to be taken by higher education institutions to support first-year students affectively. Student advisors or counsellors should be appointed, with a specific focus on providing support for student anxiety and other contextual frustrations to which individuals with higher levels of negative affect might be particularly vulnerable.Contribution: These findings provide new insights into the importance of

  2. Effects of Perceived Social Loafing, Social Interdependence, and Group Affective Tone on Students’ Group Learning Performance

    National Research Council Canada - National Science Library

    Teng, Chih-Ching; Luo, Yu-Ping

    2015-01-01

    This study investigates how students perceived social loafing and social interdependence influence group learning performance through group affective tone in undergraduate hospitality and tourism curricula...

  3. Interpretation of Performing Conventions and Folk Custom of Guangling Yangko%广灵秧歌演出习俗及其事象解读

    Institute of Scientific and Technical Information of China (English)

    刘兴利

    2013-01-01

    There exist a lot of conventions in the performance of Guangling Yangko, mainly including sacrifice to“SanGuan”Gods, sacrificial ceremony in temple fair show, ceremony of “DaTai” and so on. These conventions lead to the study of folk faith. They actually reflect the folk faith and are embodied in the folk custom. Custom enables folk faith to demonstrate in the shape of ceremony in performing process. It also expresses taboos and religious worship of Yangko actor.%广灵秧歌在其演出过程中存在很多习俗,主要有供奉三官神、庙会演出时的祭祀仪式和“打台”仪式等。这些习俗实际上反映着秧歌艺人固有的俗信心理,并通过外在的事象得以体现。事象使俗信以仪式的形式在演出过程中得以展示,表达了秧歌艺人共同遵守的俗信禁忌及宗教崇拜心理。

  4. Are loyal customers profitable? : customer satisfaction, customer loyalty and customer profitability at the individual level

    OpenAIRE

    Helgesen, Øyvind

    2000-01-01

    Customer satisfaction is supposed to be positively related to profitability. This conception may be called “the paradigm of customer satisfaction”. Nevertheless, only a few studies have examined this fundamental relationship. Thus, evidence for this “much talked about relationship” is questioned. In this working paper the focus is on the individual customer with respect to the relationships between customer satisfaction, customer loyalty and customer profitability at the customer level. The f...

  5. Personality traits affect teaching performance of attending physicians : Results of a multi-center observational study

    NARCIS (Netherlands)

    Scheepers, Renée A.; Lombarts, Kiki M J M H; Van Aken, Marcel A G; Heineman, Maas Jan; Arah, Onyebuchi A.

    2014-01-01

    Background: Worldwide, attending physicians train residents to become competent providers of patient care. To assess adequate training, attending physicians are increasingly evaluated on their teaching performance. Research suggests that personality traits affect teaching performance, consistent wit

  6. Affective mechanisms linking dysfunctional behavior to performance in work teams : a moderated mediation study

    NARCIS (Netherlands)

    Cole, M.S.; Walter, F.; Bruch, H.

    2008-01-01

    The present study examines the association between dysfunctional learn behavior and team performance. Data included measures of teams' dysfunctional behavior and negative affective tone as well as supervisors' ratings of teams' (nonverbal) negative emotional expressivity and performance. Utilizing a

  7. Customer service in equine veterinary medicine.

    Science.gov (United States)

    Blach, Edward L

    2009-12-01

    This article explores customer service in equine veterinary medicine. It begins with a discussion about the differences between customers and clients in veterinary medicine. An overview of the nature of the veterinary-client-patient relationship and its effects on the veterinarian's services sheds light on how to evaluate your customer service. The author reviews a study performed in 2007 that evaluated 24 attributes of customer service and their importance to clients of equine veterinarians in their decision to select a specific veterinarian or hospital. The article concludes with an overview of how to evaluate your customer service in an effort to optimize your service to achieve customer loyalty.

  8. How Does Procedural Fairness Affect Performance Evaluation System Satisfaction? (Evidence from a UK Police Force

    Directory of Open Access Journals (Sweden)

    Sholihin Mahfud

    2013-12-01

    Full Text Available This paper investigates whether, and if so, how procedural fairness affects performance evaluation system satisfaction in a UK Police Force. Employing a survey method with samples of detective inspectors and detective chief inspectors with significant managerial responsibilities in a UK Police Force, this study finds that procedural fairness affects performance evaluation system satisfaction. Further analysis reveals that the effect of procedural fairness on performance evaluation system satisfaction is mediated by trust. This study provides empirical evidence on how procedural fairness affects performance evaluation system satisfaction. The results of this study may benefit the designer of performance evaluation systems in police organizations.

  9. Fuzzy indicators for customer retention

    National Research Council Canada - National Science Library

    Valenzuela-Fernández, Leslier; Nicolas, Carolina; Gil-Lafuente, Jaime; Merigó, José M

    2016-01-01

    .... Nevertheless, one cannot ignore the existence of a gap on how to measure this relationship. Following this idea, this study proposes six fuzzy key performance indicators that aims to measure customer retention and loyalty of the portfolio...

  10. KURUM PERFORMANSININ DEĞERLENDİRİLMESİNDE İÇ VE DIŞ MÜŞTERİ MEMNUNİYETİNİN ÖLÇÜLMESİ VE YÖNETİLMESİ (USE OF APPRAISAL AND MANAGEMENT OF INTERNAL AND EXTERNAL CUSTOMER SATISFACTION IN CORPORATE PERFORMANCE ASSESSMENT

    Directory of Open Access Journals (Sweden)

    Celal EYNULLAYEV

    2012-10-01

    Full Text Available In a modern age, the rapid changing business environment enabled innovation the first imperative of achieving strategic business goals and requires proper advancement of infrastructure. Acquiring aforementioned skill set is necessary but not enough, the firms, with a proactive approach, further need to detect evolving business climate, check and intervene if the current situation requires to do so. In order to maintain and sustain up to date competitiveness Performance Management Systems are needed. The interactions between structures within the Performance Management Systems need to be well-defined, targets and achievements have to be analyzed constantly. In this study, we have conducted two applications in a private bank in the context of customer satisfaction measurement and management model, investigated satisfaction levels of internal and external customers, examined interactions of the factors affecting fulfillment levels of potential customers with multivariate statistical analysis methods and presented the framework for measuring the overall satisfaction level stakeholders and customers, have found out that related factors have positive impact on corporate performance increasement.

  11. Talking about Customer Service.

    Science.gov (United States)

    Talley, Mary; Axelroth, Joan

    2001-01-01

    Discusses customer service in information centers and how to define it. Topics include the effects of competition, that give customers more choices; defining customers, and defining services; communications; physical environment; change, in customers and in technology; measuring customer service; and evaluating policies and procedures. (LRW)

  12. Mass Customization Services

    DEFF Research Database (Denmark)

    Friedrich, Gerhard

    Topics of the IMCM’08 & PETO’08 and this book are: Mass customization in service, mass customizing financial services, mass customization in supply networks, implementation issues in logistics, product life cycle and mass customization. The research field of mass customization is more than 15 years...

  13. Mechanism of Impact of Customer Knowledge Management on Technological Innovation Performance of Enterprises%客户知识管理影响企业技术创新绩效的机制

    Institute of Scientific and Technical Information of China (English)

    陈元山

    2012-01-01

    Based on dividing customer knowledge management into three dimensions, this paper establishes a mechanism model of impact of customer knowledge management on technological innovation performance. Results of empirical analysis show that, there are significantly positive impacts of customer knowledge acquisition and customer knowledge integration on sharing activity and technological innovation performance. The positive impacts of customer knowledge innovation and sharing activity on technological innovation performance are also significant. Full (Partial) mediating effect of sharing activity on the relationship between customer knowledge acquisition (customer knowledge integration) and technological innovation performance is significant. But there is no significant mediating effect of sharing activity on the relationship between customer knowledge innovation and technological innovation performance.%基于客户知识管理组成维度的明确划分,构建出这些维度影响技术创新绩效的机制模型.实证分析结果显示:客户知识获取、客户知识整合对共享活动和技术创新绩效存在显著的积极影响;客户知识创新对技术创新绩效的积极影响显著;共享活动对技术创新绩效也存在显著的积极影响;共享活动在客户知识获取(客户知识整合)与技术创新绩效间的完全(部分)中介效应显著;共享活动在客户知识创新与技术创新绩效间的中介效应不成立.

  14. Creating customer loyalty through service customization

    NARCIS (Netherlands)

    Coelho, Pedro S.; Henseler, Jörg

    2012-01-01

    Purpose – Although practitioners and scholars alike embrace service customization as a possibly powerful management instrument, its impact on customer relationships as well as contingencies for its effective application are not well understood. Drawing from relationship marketing and exchange theory

  15. 社区电子商务商城客户忠诚度影响因素实证研究%Community e-commerce mall customer loyalty factors affecting the empirical research

    Institute of Scientific and Technical Information of China (English)

    薛雯霞; 赵涵尔

    2014-01-01

    文章以社区电子商务商城客户忠诚度为研究对象,采用客户忠诚度模型实证研究方法,进行了问卷设计和数据采集,分析了客户忠诚度的影响因素及各因素影响强度,并对提出的研究模型及假设进行验证分析,并根据分析结果对模型修正。研究结论可以提升社区电子商务商城行业的客户忠诚度,为企业提供一种新的竞争视角,使其在激烈竞争中找到一条持续发展的道路。%The article researchs community e-commerce mall customer loyalty as object, and uses customer loyalty model empirical research method. It has carried on the questionnaire design and data collection, and analyzed the influence factors of customer loyalty and the factors affect intensity, and puts forward the theoretical hypothesis and research model of analysis. According to the result of model analysis and correction. The research conclusion can promote the customer loyalty community e-commerce store, and provide a new perspective of competition for the enterprise.At the same time, it can make the enterprise in the fierce competition to find a sustainable development road.

  16. The study on factors affecting customized city bus service fares base on logistic model%基于乘客接受度的定制公交票价分析

    Institute of Scientific and Technical Information of China (English)

    李彬; 杨铭; 肖润谋

    2016-01-01

    基于对西安高新区上班族通勤需求进行的实证研究,归纳出上班族的出行选择特性;结合二项logistic回归分析研究影响乘客接受定制公交的各种因素,建立影响定制公交票价接受度的回归模型。结果表明,影响乘客是否接受定制公交票价的重要因素为是否有座位、沿途停靠站点次数和通勤距离。研究结果可为后期不同城市和线路推广定制公交时,结合通勤距离和停靠站点数量快速准确地确定基础票价提供理论支撑。%An empirical study of commuting demands in high‐tech district of Xi’an was conducted in this study ,which summed up the characteristics commuters travel choice .Binary logistic regression analysis was used to examine the impact of various factors affecting the customized bus service .The model of acceptance of fares on customized bus service was also developed .The results show that the acceptance of customized bus service was mainly determined by seats availability ,stop times along the way and commuting distance .The research can provide some guidance for cities to open customized bus service .

  17. Turning customer satisfaction measurements into action

    OpenAIRE

    Lervik-Olsen, Line; Witell, Lars; Gustafsson, Anders

    2014-01-01

    Purpose – The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study focuses on how service firms design, collect, analyse and use customer-satisfaction data to improve service performance. This study has the following three research objectives: to understand ...

  18. Measuring customer satisfaction in food industry

    OpenAIRE

    Parisa Akhtari; Amir Parviz Akhtari; Ahmad Torfi

    2015-01-01

    Customers are financial and intellectual capital of the firm and its survival and success depend on the attitude and firm performance to its customers. The goal of this article is to study customer satisfaction in Bonny Chow National Distribution Company and offering a model to evaluate customer satisfaction and also to study strength and weakness to improve and facilitate the defects. This study is descriptive, because it collects data and analyzes hypothesis based on expert survey. The ques...

  19. Turning customer satisfaction measurements into action

    OpenAIRE

    Lervik-Olsen, Line; Witell, Lars; Gustafsson, Anders

    2014-01-01

    Purpose – The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study focuses on how service firms design, collect, analyse and use customer-satisfaction data to improve service performance. This study has the following three research objectives: to understand ...

  20. A Test of Transactional and Transformational Leadership Behaviour of Salesman on Customer Relationship Marketing Behaviour: A Study of the Indian Banking Sector

    Directory of Open Access Journals (Sweden)

    Sumit Duggal

    2012-01-01

    Full Text Available The present study was aimed to test constituents as well as complete theories of Transactional and Transformational Leadership behaviour of salesman on customer relationship marketing behaviour in Indian Banking scenario. For Transactional Leadership it was hypothesized that contingency reward system and management by exception of salesperson positively affect customer trust, customer commitment and together they contribute to customer relationship behaviour .For transformational Leadership it was hypothesized that idealized influence behaviour, individualized considerate, Intellectual stimulation, Inspirational motivation behaviour of salespersons positively affect customers’ trust, customers’ commitment, customer assumptions and customers optimistic engagement. Non-Probabilistic sampling methods were used. A survey was conducted among 61 sales persons and their customers in the Indian banking sector, and the regression analysis was performed to test hypotheses. Conclusion shows that contingency reward system influence customer relationship up to a certain extent while management by exceptions is not so appropriate for maintaining the relationship with customer though it is showing correlation, while in case of transformational leadership idealized influence behaviour of salespersons positively influences customer trust, individualized consideration of salespersons, in turn influences customer commitment, Intellectual stimulation encourage creativity and changes earlier assumptions of customer and Inspirational Motivation influences optimistic engagement of customers. It was also found that the combined effect of all the constituent of Transformational Leadership theories are positively related with customers’ relationship commitment. Conclusion motivate us to think complementary nature of these theories thus points out how leadership development training can be adapted to improve relationship marketing skills of sales persons.

  1. Combined effects of positive and negative affectivity and job satisfaction on job performance and turnover intentions.

    Science.gov (United States)

    Bouckenooghe, Dave; Raja, Usman; Butt, Arif Nazir

    2013-01-01

    Capturing data from employee-supervisor dyads (N = 321) from eight organizations in Pakistan, including human service organizations, an electronics assembly plant, a packaging material manufacturing company, and a small food processing plant, we used moderated regression analysis to examine whether the relationships between trait affect (positive affectivity [PA] and negative affectivity [NA]) and two key work outcome variables (job performance and turnover) are contingent upon the level of job satisfaction. We applied the Trait Activation Theory to explain the moderating effect of job satisfaction on the relationship between affect and performance and between affect and turnover. Overall, the data supported our hypotheses. Positive and negative affectivity influenced performance and the intention to quit, and job satisfaction moderated these relationships. We discuss in detail the results of these findings and their implications for research and practice.

  2. Surveying your internal customers.

    Science.gov (United States)

    Weir, V L

    1998-06-01

    Internal customers often are overlooked when business techniques are applied. By applying common external customer satisfaction survey techniques to internal business functions, one hospital identified areas for improvement.

  3. King customer forever: Customer satisfaction and beyond

    Directory of Open Access Journals (Sweden)

    Myuers James

    2004-01-01

    Full Text Available "King Customer!" So proclaimed the front cover of Business Week in a 1989 issue. At about the same time, "Rediscovering the Customer" was the title of a series of company vignettes in Fortune magazine. And a Wall Street Journal article asked, "For Customers, More Than Lip Service?" Combined, these three prestigious business publications reflected a new era in business firms perceptions of their customers and the role they should play in the formulation of company strategies and priorities. Had the "Era of the Customer" finally arrived in American business? .

  4. How Does Public Service Motivation Among Teachers Affect Student Performance in Schools?

    DEFF Research Database (Denmark)

    Andersen, Lotte Bøgh; Heinesen, Eskil; Holm Pedersen, Lene

    2014-01-01

    The literature expects public service motivation (PSM) to affect performance, but most of the existing studies of this relationship use subjective performance data and focus on output rather than outcome. This article investigates the association between PSM and the performance of Danish teachers...

  5. (Un)ethical behavior and performance appraisal: the role of affect, support, and organizational justice

    NARCIS (Netherlands)

    Jacobs, G.; Belschak, F.D.; den Hartog, D.N.

    2014-01-01

    Performance appraisals are widely used as an HR instrument. This study among 332 police officers examines the effects of performance appraisals from a behavioral ethics perspective. A mediation model relating justice perceptions of police officers’ last performance appraisal to their work affect, pe

  6. (Un)ethical behavior and performance appraisal: the role of affect, support, and organizational justice

    NARCIS (Netherlands)

    Jacobs, G.; Belschak, F.D.; den Hartog, D.N.

    2014-01-01

    Performance appraisals are widely used as an HR instrument. This study among 332 police officers examines the effects of performance appraisals from a behavioral ethics perspective. A mediation model relating justice perceptions of police officers’ last performance appraisal to their work affect,

  7. How and when does fabrication damage adversely affect the clinical performance of ceramic restorations?

    Science.gov (United States)

    Denry, Isabelle

    2013-01-01

    As compared to factory-processed ceramic parts, one unique trait of all-ceramic dental restorations is that they are custom-fabricated, which implies a greater susceptibility to fabrication defects. A variety of processing techniques is now available for the custom fabrication of all-ceramic single and multi-unit restorations, these include sintering, heat-pressing, slip-casting, hard machining and soft machining, all in combination with a final staining or veneering step. All these fabrication techniques, from shaping to firing, are associated with the production of flaws of various shapes and sizes, in conjunction with thermal residual stresses, all of which are capable of inducing failure. This review will examine the various types of fabrication damage inherent to each technique and attempt to establish a relationship between fabrication defects and clinical performance of all-ceramic dental restorations with particular attention to their longevity in vivo. Failure mechanisms in dental ceramics can be very complex and often involve the combination of physical factors, to which are added patient and clinician-related variables such as restoration design and in vivo conditions. Tremendous progress has been made in understanding the failure mechanisms of all-ceramic dental restorations over the past thirty years. It remains that there is still a need for laboratory tests that usefully simulate clinical conditions. Copyright © 2012 Academy of Dental Materials. All rights reserved.

  8. A case study to determine stress sources affecting the academic performance

    OpenAIRE

    Aytaç Aydın; Kemal Üçüncü; Taner Taşdemir

    2011-01-01

    Job stress affects academicians in terms of performance, scientific production, job satisfaction and health. This effect may differ according to the academicians in the structure of the organization. It is possible to mention about positive stress if organization structure positively affects academician, but it is called negative stress if it negatively affects. Lack of fee and powers, injustice employee evaluation, not getting in return for work are important stress sources. In this study, s...

  9. 基于供应链视角的物流客户服务绩效评价指标体系设计%The Design of Performance Evaluation Index System of Logistics Customer Service Based on Supply Chain Perspective

    Institute of Scientific and Technical Information of China (English)

    汪利虹

    2013-01-01

    随着制造和服务的全球化,企业更加关注各种因素对其所处供应链的影响。物流客户服务不仅会对其客户企业产生影响,而且会对客户企业所处供应链产生全方位的影响。因此,本文提出从供应链视角研究物流客户服务绩效评价问题,并用德尔菲法和模糊层次分析法构建了从供应链视角评价物流客户服务绩效的指标体系,得出了时间比成本和质量指标影响作用更大的结论。%With the globalization of manufacturing and service, enterprises pay more attention to the effects of various fac-tors in the supply chain. Logistics customer service level will not only affect the enterprise, but also to the customer in over-all the supply chain. Therefore, this paper proposes from perspectives of supply chain logistics customer service performance evaluation. By applying Delphi method and the fuzzy analytic hierarchy, we construct the performance evaluation index system of logistics customer service based on supply chain perspective, and conclude that the influence of time index on the perfor-mance evaluation of logistics customer service under supply chain perspective is greater than cost and quality index.

  10. The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

    OpenAIRE

    Ngo Vu Minh; Nguyen Huan Huu

    2016-01-01

    This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related constructs such as customer satisfaction, service quality, and customer loyalty in explaining a firm’s performance. In particular...

  11. Investigating Learner Affective Performance in Web-Based Learning by Using Entrepreneurship as a Metaphor

    Science.gov (United States)

    Liu, Ming-Chou; Chi, Ming-Hsiao

    2012-01-01

    In the era of the Internet, factors which influence effective learning in a Web-based learning environment are well worth exploring. In addition to knowledge acquisition and skills training, affect is also an important factor, since successful learning requires excellent affective performance. Thus this study focuses on learners' affective…

  12. Using a False Biofeedback Methodology to Explore Relationships between Learners' Affect, Metacognition, and Performance

    Science.gov (United States)

    Strain, Amber Chauncey; Azevedo, Roger; D'Mello, Sidney K.

    2013-01-01

    We used a false-biofeedback methodology to manipulate physiological arousal in order to induce affective states that would influence learners' metacognitive judgments and learning performance. False-biofeedback is a method used to induce physiological arousal (and resultant affective states) by presenting learners with audio stimuli of false heart…

  13. Using a False Biofeedback Methodology to Explore Relationships between Learners' Affect, Metacognition, and Performance

    Science.gov (United States)

    Strain, Amber Chauncey; Azevedo, Roger; D'Mello, Sidney K.

    2013-01-01

    We used a false-biofeedback methodology to manipulate physiological arousal in order to induce affective states that would influence learners' metacognitive judgments and learning performance. False-biofeedback is a method used to induce physiological arousal (and resultant affective states) by presenting learners with audio stimuli of false heart…

  14. Endozoochorous dispersal of aquatic plants: does seed gut passage affect plant performance?

    NARCIS (Netherlands)

    Figuerola, J.; Santamaría, L.; Green, A.J.; Luque, I.; Alvarez, R.; Charalambidou, I.

    2005-01-01

    The ingestion of seeds by vertebrates can affect the germinability and/or germination rate of seeds. It is, however, unclear if an earlier germination as a result of ingestion affects later plant performance. For sago pondweed, Potamogeton pectinatus, the effects of seed ingestion by ducks on both g

  15. Happy Places, Horrible Times, and Scary Learners: Affective Performances and Sticky Objects in Inclusive Classrooms

    Science.gov (United States)

    Naraian, Srikala; Khoja-Moolji, Shenila

    2016-01-01

    Drawing on data from two studies conducted in US public schools, this paper traces the affective productions and performances of teachers to illustrate the role of affect in delineating (non)normative pedagogical practices in inclusive classrooms. Occupying a borderland space in narrative inquiry that permitted the straddling of differing…

  16. Psychological Factor Affecting English Speaking Performance for the English Learners in Indonesia

    Science.gov (United States)

    Haidara, Youssouf

    2016-01-01

    In every learning situation or environment, human psychology plays a significant role. English speaking is a language skill that is highly affected by human psychology. This research aimed at describing the psychological factor that affects negatively the English speaking performance for the English learners in Indonesia. A descriptive qualitative…

  17. Design and Performance of a Custom ASIC Digitizer for Wire Chamber Readout in 65 nm CMOS Technology

    CERN Document Server

    Lee, MyeongJae; Chang, Jessica K; Ding, Dawei; Gnani, Dario; Grace, Carl R; Jones, John A; Kolomensky, Yury G; von der Lippe, Henrik; Mcvittie, Patrick J; Stettler, Matthew W; Walder, Jean-Pierre

    2015-01-01

    We present the design and performance of a prototype ASIC digitizer for integrated wire chamber readout, implemented in 65 nm commercial CMOS technology. Each channel of the 4-channel prototype is composed of two 16-bit Time-to-Digital Converters (TDCs), one 8-bit Analog-to-Digital Converter (ADC), a front-end preamplifier and shaper, plus digital and analog buffers that support a variety of digitization chains. The prototype has a multiplexed digital backend that executes a state machine, distributes control and timing signals, and buffers data for serial output. Laboratory bench tests measure the absolute TDC resolution between 74 ps and 480 ps, growing with the absolute delay, and a relative time resolution of 19 ps. Resolution outliers due to cross-talk between clock signals and supply or reference voltages are seen. After calibration, the ADC displays good linearity and noise performance, with an effective number of bits of 6.9. Under normal operating conditions the circuit consumes 32 mW per channel. Po...

  18. Design and performance of a custom ASIC digitizer for wire chamber readout in 65 nm CMOS technology

    Science.gov (United States)

    Lee, M. J.; Brown, D. N.; Chang, J. K.; Ding, D.; Gnani, D.; Grace, C. R.; Jones, J. A.; Kolomensky, Y. G.; von der Lippe, H.; Mcvittie, P. J.; Stettler, M. W.; Walder, J.-P.

    2015-06-01

    We present the design and performance of a prototype ASIC digitizer for integrated wire chamber readout, implemented in 65 nm commercial CMOS technology. Each channel of the 4-channel prototype is composed of two 16-bit Time-to-Digital Converters (TDCs), one 8-bit Analog-to-Digital Converter (ADC), a front-end preamplifier and shaper, plus digital and analog buffers that support a variety of digitization chains. The prototype has a multiplexed digital backend that executes a state machine, distributes control and timing signals, and buffers data for serial output. Laboratory bench tests measure the absolute TDC resolution between 74 ps and 480 ps, growing with the absolute delay, and a relative time resolution of 19 ps. Resolution outliers due to cross-talk between clock signals and supply or reference voltages are seen. After calibration, the ADC displays good linearity and noise performance, with an effective number of bits of 6.9. Under normal operating conditions the circuit consumes 32 mW per channel. Potential design improvements to address the resolution drift and tails are discussed.

  19. Customer-oriented Supply Chain Performance Evaluation%以客户为导向的供应链绩效评价

    Institute of Scientific and Technical Information of China (English)

    吴昉; 张涛; 顾锋

    2012-01-01

    The existing supply chain performance evaluation theories as SCOR Model,Balance Score Card exist some limitations in data collection, evaluation information collection and manifesting supply chain characteristics. Based on the current supply chain performance evaluation researches and practical experience, we have designed a customer-oriented supply chain performance evaluation method, which include some evaluation indicators of quality, service, technology and price, and assigned weight of indicators by A HP.%针对现有基于SCOR模型、平衡记分卡等建立的供应链绩效评价理论存在数据收集困难,获取的评价信息重复,无法表现出供应链特征等局限.在现有理论基础上,结合实践经验,创建以客户导向的供应链绩效评价方法,从质量、服务、技术、价格四个维度建立评价体系和评价指标,并提出对指标权重设置的思路.

  20. CUSTOMER RELATIONSHIP MANAGEMENT (CRM SUCCESS FACTORS: AN EXPLORATORY STUDY

    Directory of Open Access Journals (Sweden)

    Mohammed ALAMGIR

    2015-02-01

    Full Text Available Customer relationship management (CRM can improve organization’s performance through applying customer knowledge and maintaining relationships with customers. Literature on CRM in an integrative fashion is sparse, rather issues are presented in isolation mostly focusing on technology ignoring other extra-organizational issues like social rapport and customer knowledge. Likewise, CRM success is poorly sketched and social rapport as a facilitator of knowledge generation has received little attention in the previous literature. Therefore, the main purpose of this research is to investigate the role of CRM, customer knowledge and social rapport on CRM success. The present study considers the Resource-based view in developing CRM success framework. A Qualitative research approach has been taken in this study where ten customer-service managers of different telecom operators of Bangladesh have been interviewed. To identify the factors along with their associated variables and also to further develop a research model a content analysis technique has been utilized. The results of the interviews identified three factors affecting CRM success. This paper also highlights the research and managerial implications of the model.  

  1. Performing a secondary executive task with affective stimuli interferes with decision making under risk conditions.

    Science.gov (United States)

    Gathmann, Bettina; Pawlikowski, Mirko; Schöler, Tobias; Brand, Matthias

    2014-05-01

    Previous studies demonstrated that executive functions are crucial for advantageous decision making under risk and that therefore decision making is disrupted when working memory capacity is demanded while working on a decision task. While some studies also showed that emotions can affect decision making under risk, it is unclear how affective processing and executive functions predict decision-making performance in interaction. The current experimental study used a between-subjects design to examine whether affective pictures (positive and negative pictures compared to neutral pictures), included in a parallel executive task (working memory 2-back task), have an impact on decision making under risk as assessed by the Game of Dice Task (GDT). Moreover, the performance GDT plus 2-back task was compared to the performance in the GDT without any additional task (GDT solely). The results show that the performance in the GDT differed between groups (positive, negative, neutral, and GDT solely). The groups with affective pictures, especially those with positive pictures in the 2-back task, showed more disadvantageous decisions in the GDT than the groups with neutral pictures and the group performing the GDT without any additional task. However, executive functions moderated the effect of the affective pictures. Regardless of affective influence, subjects with good executive functions performed advantageously in the GDT. These findings support the assumption that executive functions and emotional processing interact in predicting decision making under risk.

  2. An empirical study to determine the critical success factors on customer retention: A case study of Iranian banking sector

    Directory of Open Access Journals (Sweden)

    Neda Jomehri

    2011-04-01

    Full Text Available One of the most important strategic issues for any enterprise is to create and deliver superior value for its customers and provide enough evidences to convince them not to choose another competitive. In this study, we study the effects of customer value, customer satisfaction and customer loyalty on customer retention. The results indicate that all aspects of the customer value have positive relationships with customer satisfaction but only emotional value has a positive and direct relationship with customer loyalty. The study confirms that while none of customer value aspects has direct and positive relationship with customer retention, both customer satisfaction and customer loyalty positively and directly affect customer retention.

  3. DETERMINANTS OF CUSTOMER LOYALTY. A THEORETICAL APPROACH

    OpenAIRE

    Claudia Bobâlcă

    2014-01-01

    The purpose of the research is to investigate the determinants of customer loyalty. The research objectives are: (1) to identify the factors that affect customer loyalty; (2) to identify the relations between the determinants of loyalty and loyalty construct. We used an exploratory research based on a documentary study. The main determinants of customer loyalty that are identified and studied in past researchers are: satisfaction, trust, commitment, involvement, perceived risk, switching cost...

  4. Customer-experienced rapid prototyping

    Science.gov (United States)

    Zhang, Lijuan; Zhang, Fu; Li, Anbo

    2008-12-01

    In order to describe accurately and comprehend quickly the perfect GIS requirements, this article will integrate the ideas of QFD (Quality Function Deployment) and UML (Unified Modeling Language), and analyze the deficiency of prototype development model, and will propose the idea of the Customer-Experienced Rapid Prototyping (CE-RP) and describe in detail the process and framework of the CE-RP, from the angle of the characteristics of Modern-GIS. The CE-RP is mainly composed of Customer Tool-Sets (CTS), Developer Tool-Sets (DTS) and Barrier-Free Semantic Interpreter (BF-SI) and performed by two roles of customer and developer. The main purpose of the CE-RP is to produce the unified and authorized requirements data models between customer and software developer.

  5. Custom psychosurgery

    Science.gov (United States)

    Turner, Eric

    1973-01-01

    It seems fundamentally improbable that different mental symptoms and personality disorders should be relieved by one single form of operation on the brain. The present paper describes five operations which can be performed with benefit to different types of psychiatric abnormality; namely, unilateral temporal lobectomy, unilateral or bilateral temporal lobotomy, inferior quadrant pre-frontal leucotomy, paramedian frontal leucotomy and posterior cingulectomy. The symptoms that represent an indication for these various operations and the results of the operations on the symptom complexes are described. The proposition is put forward that only operations suitable for the precise psychiatric diagnosis should be used. A new form of analysis of sphenoidal lead examinations is described which is of primary importance in conjunction with psychiatric examination in deciding which operation a particular patient would or would not benefit from. A concept of diencephalic instability is introduced in connection with this EEG analysis to supplement the usual concept of centrencephalic epilepsy. Diencephalic instability as defined here seems to respond specifically to paramedian lobotomy, provided of course the clinical condition justifies such a step. ImagesFig. 1Fig. 2Fig. 3Fig. 4Fig. 5Fig. 6Fig. 7 PMID:4806267

  6. Rethinking butterflies: the affective, physiological, and performance effects of reappraising arousal during social evaluation.

    Science.gov (United States)

    Beltzer, Miranda L; Nock, Matthew K; Peters, Brett J; Jamieson, Jeremy P

    2014-08-01

    This study examined the effects of reappraising stress arousal on affective displays, physiological responses, and social performance during an evaluative situation. Participants were sampled from across the social anxiety spectrum and instructed to reappraise arousal as beneficial or received no instructions. Independent raters coded affective displays, nonverbal signaling, and speech performance. Saliva samples collected at baseline and after evaluation were assayed for salivary alpha-amylase (sAA), a protein that indexes sympathetic activation. Arousal reappraisal participants exhibited less shame and anxiety, less avoidant nonverbal signaling, and performed marginally better than no instruction controls. Reappraisal participants also exhibited increased levels of sAA and increased appraisals of coping resources compared with controls. Furthermore, stress appraisals mediated relationships between reappraisal and affective displays. This research indicates that reframing stress arousal can improve behavioral displays of affect during evaluative situations via altering cognitive appraisals.

  7. 企业-顾客关系嵌入对顾客参与新服务产品开发绩效研究%Mechanism of Enterprise-Customer Relationship Embedded on the Customer Participation in New Service Product Development Performance

    Institute of Scientific and Technical Information of China (English)

    王小娟; 刘妤

    2014-01-01

    Customer involvement is considered to be a key factor in the successful development of new service product development (NPD).However,there is little empirical research on the impact of how customers involved influence the new service product development performance.Based on the literature of innovation management and social networks,through structural equation modeling to empirical research on China’s 183 service enterprises,build a theoretical model analysis of customer participation in the service of the new product development performance mechanism.The results show that Enterprise-Customer Relationship play a mediating effect on customer participation -information (CPI)and customers participation-codeveloper (CPC)impact on new services product development performance.The result play a guiding role for helping businesses to improving the efficiency and effectiveness by investing customer in the new service product development activities,and promoting knowledge share,cooperation and problem solving by establishing enterprise-customer relationship.%顾客参与已被认为是成功开发新服务产品开发(NPD)的一个关键因素。然而,很少有关于顾客参与如何影响新服务产品开发绩效的实证研究。基于创新管理和社会网络的文献,通过结构方程建模对我国183个服务业企业进行实证研究,构建理论模型分析顾客参与对新服务产品开发绩效的作用机制。结果表明,企业-顾客关系在顾客信息参与(CPI)和顾客合作开发(CPC)对新服务产品开发绩效的影响中起到一定的中介效应。结果可为服务业企业投入顾客参与新服务产品开发活动,改善企业服务的效率和效益,与顾客建立企业-顾客关系促进知识共享、合作以及解决问题起到一定的引导作用。

  8. Assessing the Predictive Power of Customer Satisfaction for Financial and Market Performances: Price-to-Earnings Ratio is a Better Predictor Overall

    Directory of Open Access Journals (Sweden)

    Pierre Rostan

    2012-01-01

    Full Text Available Our paper shows that based on the RMSE criteria, Price-to-Earnings ratio is a better predictor of financial and market performances of the firm than the Customer Satisfaction index (CS. This conclusion is based on the choice of five financial and seven market indicators that we consider as proxies for financial and market performances with a sample comprising eighty-six companies: Book value, dividend yield, Gross Profit Margin, Price to Cash-Flows, Price-to-Earnings, Price to Sales, Annual return, ROA, ROE, ROI, Volatility and Tobin’s Q. However, CS clearly outperforms our five benchmarks (Tobin’s Q, Price-to-Cash Flows, Price-to-Earnings, Volatility or the indicator itself when forecasting Tobin’s Q, Volatility, ROE and ROI. In periods of volatile market such as year 2008, CS is a more stable predictor of Volatility or ROE than the indicators themselves (i.e. Volatility for Volatility, ROE for ROE.

  9. Modelling and evaluating customer loyalty using neural networks: Evidence from startup insurance companies

    Directory of Open Access Journals (Sweden)

    Azarnoush Ansari

    2016-06-01

    Full Text Available The purpose of this study is to investigate the customer–service provider relationship in the insurance industry using artificial neural networks and linear regression. Using a sample of 389 customers from 10 different startup insurance companies, it was found that artificial neural networks are an efficient way to evaluate the factors affecting customer loyalty. The results indicated that customer satisfaction and perceived value are significant predictors of customer loyalty. Additionally, it was found that trust, perceived quality, and empathy have a significant impact on both customer satisfaction and perceived value. The results also showed that customer commitment to service provider is positively associated with customer satisfaction and loyalty. After comparing the performance of linear regression models with artificial neural networks, it was found that the use of neural networks is a better approach for analyzing the customer loyalty, satisfaction, and perceived value. The use of new techniques such as artificial neural networks for analyzing the customer behavior can be particularly beneficial for startup companies who aspire to gain competitive advantage over their strong and well-established rivals.

  10. Identifying web usage behavior of bank customers

    Science.gov (United States)

    Araya, Sandro; Silva, Mariano; Weber, Richard

    2002-03-01

    The bank Banco Credito e Inversiones (BCI) started its virtual bank in 1996 and its registered customers perform currently more than 10,000 Internet transactions daily, which typically cause les than 10% of traditional transaction costs. Since most of the customers are still not registered for online banking, one of the goals of the virtual bank is to increase then umber of registered customers. Objective of the presented work was to identify customers who are likely to perform online banking but still do not use this medium for their transactions. This objective has been reached by determining profiles of registered customers who perform many transactions online. Based on these profiles the bank's Data Warehouse is explored for twins of these heavy users that are still not registered for online banking. We applied clustering in order to group the registered customers into five classes. One of these classes contained almost 30% of all registered customers and could clearly be identified as class of heavy users. Next a neural network assigned online customers to the previously found five classes. Applying the network trained on online customers to all the bank customers identified twins of heavy users that, however had not performed online transactions so far. A mailing to these candidates informing about the advantages of online banking doubled the number of registrations compared to previous campaigns.

  11. Affective Cues and Processing Strategy: Color-Coded Examination Forms Influence Performance.

    Science.gov (United States)

    Sinclair, Robert C.; Soldat, Alexander S.; Mark, Melvin M.

    1998-01-01

    Argues that external cues provide affective information that influence processing strategy and, therefore, examination performance. Notes the differences in performance for two midterm examinations, identical, except that they were printed on blue and red paper. Discusses a method for appropriately adjusting scores to control for form effects.…

  12. Some Factors That Affecting the Performance of Mathematics Teachers in Junior High School in Medan

    Science.gov (United States)

    Manullang, Martua; Rajagukguk, Waminton

    2016-01-01

    Some Factor's That Affecting The Mathematic Teacher Performance For Junior High School In Medan. This research will examine the effect of direct and indirect of the Organizational Knowledge towards the achievement motivation, decision making, organizational commitment, the performance of mathematics teacher. The research method is a method of…

  13. The Developmental Dynamics of Children's Academic Performance and Mothers' Homework-Related Affect and Practices

    Science.gov (United States)

    Silinskas, Gintautas; Kiuru, Noona; Aunola, Kaisa; Lerkkanen, Marja-Kristiina; Nurmi, Jari-Erik

    2015-01-01

    This study investigated the longitudinal associations between children's academic performance and their mothers' affect, practices, and perceptions of their children in homework situations. The children's (n = 2,261) performance in reading and math was tested in Grade 1 and Grade 4, and the mothers (n = 1,476) filled out questionnaires on their…

  14. Interdependence and spillovers : is firm performance affected by others' innovation activities?

    NARCIS (Netherlands)

    de Faria, Pedro; Lima, Francisco

    2012-01-01

    The creation of new knowledge is a case in which agents' behaviour can affect the performance of other actors positively, given that new knowledge creates positive externalities in the market. In this context, we investigate the existence of performance spillovers associated with innovation activiti

  15. Prolonged self-paced exercise in the heat - environmental factors affecting performance

    DEFF Research Database (Denmark)

    Junge, Nicklas; Jørgensen, Rasmus; Flouris, Andreas D

    2016-01-01

    In this review we examine how self-paced performance is affected by environmental heat stress factors during cycling time trial performance as well as considering the effects of exercise mode and heat acclimatization. Mean power output during prolonged cycling time trials in the heat (≥30°C) was ...

  16. Centrality and Charisma: Comparing How Leader Networks "and" Attributions Affect Team Performance

    Science.gov (United States)

    Balkundi, Prasad; Kilduff, Martin; Harrison, David A.

    2011-01-01

    When leaders interact in teams with their subordinates, they build social capital that can have positive effects on team performance. Does this social capital affect team performance because subordinates come to see the leader as charismatic? We answered this question by examining 2 models. First, we tested the charisma-to-centrality model…

  17. Centrality and Charisma: Comparing How Leader Networks "and" Attributions Affect Team Performance

    Science.gov (United States)

    Balkundi, Prasad; Kilduff, Martin; Harrison, David A.

    2011-01-01

    When leaders interact in teams with their subordinates, they build social capital that can have positive effects on team performance. Does this social capital affect team performance because subordinates come to see the leader as charismatic? We answered this question by examining 2 models. First, we tested the charisma-to-centrality model…

  18. 78 FR 46594 - Extension of Agency Information Collection Activity Under OMB Review: Aviation Security Customer...

    Science.gov (United States)

    2013-08-01

    ... OMB Review: Aviation Security Customer Satisfaction Performance Measurement Passenger Survey AGENCY.... Information Collection Requirement Title: Aviation Security Customer Satisfaction Performance Measurement...; Aviation Security Customer Satisfaction Performance Measurement Passenger Survey. TSA, with OMB's...

  19. 基于PDCA的供应链视角下物流客户服务绩效评价研究%Performance Evaluation Logistics Customer Service from Supply Chain Perspective Based on PDCA Cycle

    Institute of Scientific and Technical Information of China (English)

    汪利虹; 刘志学

    2012-01-01

    在系统总结国内外相关文献的基础上,设计了基于PDCA循环的供应链视角下物流客户服务绩效评价流程,并针对每个流程给出了控制重点,旨在通过对绩效评价流程的规范管理,不断提高物流客户服务绩效和供应链整体绩效水平.在绩效评价方案设计环节提出了给予供应链整体绩效提升的物流客户服务绩效评价方法和指标体系,在绩效评价方案实施环节给出了应用模糊层次分析法选择物流服务商的步骤.%Based on classic PDCA cycle control theory, we study process management of logistics customer service performance evaluation from supply chain perspective. On the basis of systematic review of related literature at home and abroad, we propose a process of logistics customer service performance evaluation from supply chain perspective based on PDCA cycle, and in the light of each process control key points are given for the improvement of standard management of performance evaluation process and the performance level of logistics customer service and supply chain. In the performance evaluation scheme design, we put forward logistics customer service performance evaluation method and index system to improve the overall performance of the supply chain. And in the performance evaluation scheme we lay out implementation method of logistics customer services of the chosen procedure based on fuzzy analytic hierarchy process.

  20. Size, but not experience, affects the ontogeny of constriction performance in ball pythons (Python regius).

    Science.gov (United States)

    Penning, David A; Dartez, Schuyler F

    2016-03-01

    Constriction is a prey-immobilization technique used by many snakes and is hypothesized to have been important to the evolution and diversification of snakes. However, very few studies have examined the factors that affect constriction performance. We investigated constriction performance in ball pythons (Python regius) by evaluating how peak constriction pressure is affected by snake size, sex, and experience. In one experiment, we tested the ontogenetic scaling of constriction performance and found that snake diameter was the only significant factor determining peak constriction pressure. The number of loops applied in a coil and its interaction with snake diameter did not significantly affect constriction performance. Constriction performance in ball pythons scaled differently than in other snakes that have been studied, and medium to large ball pythons are capable of exerting significantly higher pressures than those shown to cause circulatory arrest in prey. In a second experiment, we tested the effects of experience on constriction performance in hatchling ball pythons over 10 feeding events. By allowing snakes in one test group to gain constriction experience, and manually feeding snakes under sedation in another test group, we showed that experience did not affect constriction performance. During their final (10th) feedings, all pythons constricted similarly and with sufficiently high pressures to kill prey rapidly. At the end of the 10 feeding trials, snakes that were allowed to constrict were significantly smaller than their non-constricting counterparts.

  1. One-Step Dynamic Classifier Ensemble Model for Customer Value Segmentation with Missing Values

    Directory of Open Access Journals (Sweden)

    Jin Xiao

    2014-01-01

    Full Text Available Scientific customer value segmentation (CVS is the base of efficient customer relationship management, and customer credit scoring, fraud detection, and churn prediction all belong to CVS. In real CVS, the customer data usually include lots of missing values, which may affect the performance of CVS model greatly. This study proposes a one-step dynamic classifier ensemble model for missing values (ODCEM model. On the one hand, ODCEM integrates the preprocess of missing values and the classification modeling into one step; on the other hand, it utilizes multiple classifiers ensemble technology in constructing the classification models. The empirical results in credit scoring dataset “German” from UCI and the real customer churn prediction dataset “China churn” show that the ODCEM outperforms four commonly used “two-step” models and the ensemble based model LMF and can provide better decision support for market managers.

  2. Customer Credit Risk Assessment using Artificial Neural Networks

    National Research Council Canada - National Science Library

    Nasser Mohammadi; Maryam Zangeneh

    2016-01-01

    Since the granting of banking facilities in recent years has faced problems such as customer credit risk and affects the profitability directly, customer credit risk assessment has become imperative...

  3. Conscientiousness and Performance of Salespeople:Customer Orientation as Mediator%销售人员的责任心与绩效:客户导向的中介作用

    Institute of Scientific and Technical Information of China (English)

    陆柯雯; 任孝鹏

    2012-01-01

    目的 探察“责任心—绩效”关系的内在作用机制.方法 采用大五人格量表、客户导向问卷以及销售人员绩效问卷,对国内某大型电信企业的302对销售人员及其直接主管进行配对调查并对数据加以分析.结果 客户导向能够完全中介责任心对销售绩效的作用.结论 责任心可以通过促进客户导向的行为来影响销售绩效.%Objective to explore the underlying mechanism of the relationship between conscientiousness and performance. Method we investigated 302 pairs of salespeople and their direct supervisors from a big telecommunication enterprise in China, with conscientiousness (NEO-PI-R), customer orientation (customer orientation scale) and sales performance (salesforce performance scale) measured. Result customer-orientation fully mediated the relationship between conscientiousness and performance. Conclusion conscientiousness can exert its effect on sales performance by improving customer-oriented behaviors.

  4. 27 CFR 478.117 - Function outside a customs territory.

    Science.gov (United States)

    2010-04-01

    ... 27 Alcohol, Tobacco Products and Firearms 3 2010-04-01 2010-04-01 false Function outside a customs... Importation § 478.117 Function outside a customs territory. In the insular possessions of the United States outside customs territory, the functions performed by U.S. Customs officers under this subpart within...

  5. Key Performance Indicators Supporting Decision-Making Affecting Malaysian Enterprise' Project Performance in China

    Directory of Open Access Journals (Sweden)

    Abdullah B. Ibrahim

    2010-01-01

    Full Text Available Problem statement: The cost due to corrosion Damage have estimated to be 3-4% of their gross national product which significantly Countries problem around the world. Approach: In this study, a novel carbon steel pipe protection based on RBFNN was proposed. The RBFNN used to predict the minimum current density required in impressed current cathodic protection to protect low carbon steel pipe. Learning data was performed by using a 30 samples test with different concentration C%, temperature T, distance D and pH. The RBFNN model has four input nodes representing the (concentration C%, temperature T, distance D and pH, eight nodes at hidden layer and one output node representing the min. current density. Results: Generalization test used 5 data samples taken from the experimental results other than those data samples used in the learning process to check the performance of the neural network on these data. Conclusion: In addition, the experimental results indicate that proposed system can be used successfully to obtain minimum cathodic protection current density to protect low carbon steel pipes.

  6. Organizational Performance and Customer Value

    Science.gov (United States)

    Tosti, Donald; Herbst, Scott A.

    2009-01-01

    While behavior systems analysts have recognized the importance of the consumer of organizational products (i.e., receiving system) in developing models of organizational change, few have offered a systematic assessment of the relationship between consumer and organizational practices. In this article we will discuss how a behavior systems approach…

  7. Organizational Performance and Customer Value

    Science.gov (United States)

    Tosti, Donald; Herbst, Scott A.

    2009-01-01

    While behavior systems analysts have recognized the importance of the consumer of organizational products (i.e., receiving system) in developing models of organizational change, few have offered a systematic assessment of the relationship between consumer and organizational practices. In this article we will discuss how a behavior systems approach…

  8. The factors affecting the development of the musical performance : A study on the musical performance in Shanghai

    OpenAIRE

    Xu, Jin

    2010-01-01

    The development of musical theatre in china is still in its initial stage, only a few big theatres have the ability of operating musical performance, and at this time, musical theatre is only performed in few big cities in China, like Shanghai and Beijing. The the-sis focuses on the development of musical theatre in Shanghai. As an entertainment ac-tivity and also one of the performing arts, the demand for musical theatre could be affect by many factors like educational background, income and...

  9. Causal attribution and affective response as mediated by task performance and self-acceptance.

    Science.gov (United States)

    Green, T D; Bailey, R C; Zinser, O; Williams, D E

    1994-12-01

    Predictions derived from cognitive consistency theories, self-esteem theories, and ego-serving-bias theory concerning how students would make attributional and affective responses to their academic performance were investigated. 202 university students completed a measure of self-acceptance of their college ability and made attributional and affective responses to an hypothetical examination performance. Analyses showed that students receiving positive feedback perceived greater internal causality and responded with greater positive affect than students receiving negative feedback. Self-acceptance did not moderate the attributions or affective reactions. The results supported the ego-serving-bias theory and provided partial support for self-esteem theory. Findings did not support predictions from cognitive-consistency theory.

  10. Market structure, market strategy and customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai; Steensen, Elmer Fly

    2007-01-01

    The popularity of customer satisfaction measurements has grown considerably over the last few years but we know very little about how the structure of the individual markets with respect to the transparency of products and services as well as how consumer preferences affect customer satisfaction....... Here a total of 14540 customers have evaluated their preferred supplier with respect to banking, property insurance, supermarkets and mobile telecom. The analysis shows that market structure has a profound effect on customer satisfaction measurements and that this effect differs from industry...

  11. Market structure, market strategy and customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai; Steensen, Elmer Fly

    2007-01-01

    The popularity of customer satisfaction measurements has grown considerably over the last few years but we know very little about how the structure of the individual markets with respect to the transparency of products and services as well as how consumer preferences affect customer satisfaction....... Here a total of 14540 customers have evaluated their preferred supplier with respect to banking, property insurance, supermarkets and mobile telecom. The analysis shows that market structure has a profound effect on customer satisfaction measurements and that this effect differs from industry...

  12. Customer Participation in New Product Development and its Influence on Performance:The Mediating Mechanism of Relational Embeddedness%顾客参与新产品开发及其绩效影响:关系嵌入的中介机制

    Institute of Scientific and Technical Information of China (English)

    姚山季; 王永贵

    2012-01-01

    Topics about customer participation in new product development and its impact on corporate performance have received attention from the academic since the mid-1980s. The existing literature has shown that customer participation has significant effect on new product development performance, such as the speed of introducing new products to the market and the degree of innovation for each new product. Although the findings are widely recognized in the literature, very few studies systematically examine the mechanism which can help understand the relationship between these two factors. This paper mainly focuses on the mechanism with which customer participation in new product development has influence on performance. In addition, studies of this kind are often based on the experience of companies in the developed economy, very few studies tries to offer insights on this area of research in developing countries, such as China. This paper asserts that relational embeddedness may play an important role of explaining the mechanism of customer participation in new product development and its performance impact. The assumption is made because in the case of customer participation the relational embeddedness is easily formed and it will affect the1 result of new product development. In other words, customer participation may affect new product development performance by mediating the effect of relational embeddedness on new product development performance. Based on relational embeddedness and discriminating scientific dimensions of relevant concepts, this paper empirically explains mechanisms about the impact of customer participation on new product development performance using data from Chinese enterprises. Analysis results show that the partial mediating effect of sharing activity on the relationships between information providing and new product development performance, and between participation creation and innovation performance is significant. The partial mediating

  13. Anticipatory affect during action preparation: evidence from backward compatibility in dual-task performance.

    Science.gov (United States)

    Eder, Andreas B; Pfister, Roland; Dignath, David; Hommel, Bernhard

    2016-07-14

    Upcoming responses in the second of two subsequently performed tasks can speed up compatible responses in the temporally preceding first task. Two experiments extend previous demonstration of such backward compatibility to affective features: responses to affective stimuli were faster in Task 1 when an affectively compatible response effect was anticipated for Task 2. This emotional backward-compatibility effect demonstrates that representations of the affective consequences of the Task 2 response were activated before the selection of a response in Task 1 was completed. This finding is problematic for the assumption of a serial stimulus-response translation stage. It also shows that the affective consequence of a response is anticipated during, and has an impact on stimulus-response translation, which implies that action planning considers codes representing and predicting the emotional consequences of actions. Implications for the control of emotional actions are discussed.

  14. The Development of High-Performance Front-End Electronics Based Upon the QIE12 Custom ASIC for the ATLAS TileCal Upgrade

    CERN Document Server

    Drake, Gary; The ATLAS collaboration

    2016-01-01

    We present the design of a new candidate front-end electronic readout system being developed for the ATLAS TileCal Phase 2 Upgrade. The system is based upon the QIE12 custom Application Specific Integrated Circuit. The chip features a least count sensitivity of 1.5 fC, more than 17 bits of dynamic range with logarithmic response, and an on-chip TDC with one nanosecond resolution. The design incorporates an on-board current integrator, and has several calibration systems. The new electronics will operate dead-timelessly at 40 MHz, pushing full data sets from each beam crossing to the data acquisition system that resides off-detector in the USA15 counting room using high-speed optical links. The system is one of three candidate systems for the Phase 2 Upgrade. We have built a “Demonstrator” – a fully functional prototype of the new system. Performance results from bench measurements and from a recent test beam campaign will be presented.

  15. Customer-to-customer roles and impacts in service encounters

    OpenAIRE

    Lee, Linda

    2016-01-01

    This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between custome...

  16. Customer-to-customer roles and impacts in service encounters

    OpenAIRE

    Lee, Linda

    2016-01-01

    This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between custome...

  17. Asymmetric and Nonlinear Impact of Attribute-Level Performance on Overall Customer Satisfaction in the Context of Car Servicing of Four European Automotive Brands in Slovenia

    National Research Council Canada - National Science Library

    Ažman, Slavko; Gomišček, Boštjan

    2012-01-01

    .... The data set that was analysed was acquired from a regular survey on customer satisfaction with vehicle repair and maintenance services of four European automotive brands in Slovenia, carried out...

  18. A review of published quantitative experimental studies on factors affecting laboratory fume hood performance.

    Science.gov (United States)

    Ahn, Kwangseog; Woskie, Susan; DiBerardinis, Louis; Ellenbecker, Michael

    2008-11-01

    This study attempted to identify the important factors that affect the performance of a laboratory fume hood and the relationship between the factors and hood performance under various conditions by analyzing and generalizing the results from other studies that quantitatively investigated fume hood performance. A literature search identified 43 studies that were published from 1966 to 2006. For each of those studies, information on the type of test methods used, the factors investigated, and the findings were recorded and summarized. Among the 43 quantitative experimental studies, 21 comparable studies were selected, and then a meta-analysis of the comparable studies was conducted. The exposure concentration variable from the resulting 617 independent test conditions was dichotomized into acceptable or unacceptable using the control level of 0.1 ppm tracer gas. Regression analysis using Cox proportional hazards models provided hood failure ratios for potential exposure determinants. The variables that were found to be statistically significant were the presence of a mannequin/human subject, the distance between a source and breathing zone, and the height of sash opening. In summary, performance of laboratory fume hoods was affected mainly by the presence of a mannequin/human subject, distance between a source and breathing zone, and height of sash opening. Presence of a mannequin/human subject in front of the hood adversely affects hood performance. Worker exposures to air contaminants can be greatly reduced by increasing the distance between the contaminant source and breathing zone and by reducing the height of sash opening. Many other factors can also affect hood performance. Checking face velocity by itself is unlikely to be sufficient in evaluating hood performance properly. An evaluation of the performance of a laboratory fume hood should be performed with a human subject or a mannequin in front of the hood and should address the effects of the activities

  19. GENDER DIFFERENTIALS IN FACTORS AFFECTING PERFORMANCE OF SMALL-SCALE ENTERPRISES IN LAGOS STATE – NIGERIA

    Directory of Open Access Journals (Sweden)

    Yusuff Olabisi Sherifat

    2013-05-01

    Full Text Available There is a lack of empirical data segregation on factors affecting gender as the variable of interest. However, previous research had indicated several factors that affect business performances among small-scale enterprise owners. Using feminist theory and a descriptive survey research design, data were collected from fifty (50 small-scale enterprise owners that were purposively chosen across the study area. The findings show that the factors that were significant for female were significantly different from male. For female small scale enterprise owners, marital status (64% Age of Children (68%, Role Model/ advisors (58% were significant factors that affect their business performance. For male small-scale enterprise owners, Friends (70%, a lack of Government support (80%, inability to display innovativeness (78% and Risk-Taking (84% were significant for male. Lack of availability of capital and finances were significant for the two. Other factors that affect performance include friends, inadequate training and business location. Adequate knowledge of factors that affect gender enterprise performance will go a long way in alleviating these problems. Small-scale enterprises should be supported for poverty alleviation, especially among women and for the nation’s economic development

  20. Customers' evaluation of service

    Directory of Open Access Journals (Sweden)

    J. Tsosa

    2002-12-01

    Full Text Available The analysis on the aspect chosen will provide an understanding and expand more on the strategic thinking that impact on corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise.

  1. Changes in Approach to Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Katarzyna Szczepańska

    2011-03-01

    Full Text Available The article discusses an overview of customer loyalty theoretical framework. It presents both, the classic approach to the subject of loyalty as well as the results of its ongoing evolution. This allowed the identification of factors affecting customer loyalty and a statement that the concept of loyalty can be seen in varying degrees, in terms of criteria other than behavioral. Finding of not enough empirical research on customer loyalty in the long types of market and specific customer groups indicates a cognitive gap. Verification of the classic determinants of customer loyalty authorized to conclude that the profitability of the customer portfolio sets new definition of loyalty, which is related to the concepts of marketing value and value based management. This is supported by associations of loyalty to the management parameters.

  2. Modeling the customer in electronic commerce.

    Science.gov (United States)

    Helander, M G; Khalid, H M

    2000-12-01

    This paper reviews interface design of web pages for e-commerce. Different tasks in e-commerce are contrasted. A systems model is used to illustrate the information flow between three subsystems in e-commerce: store environment, customer, and web technology. A customer makes several decisions: to enter the store, to navigate, to purchase, to pay, and to keep the merchandize. This artificial environment must be designed so that it can support customer decision-making. To retain customers it must be pleasing and fun, and create a task with natural flow. Customers have different needs, competence and motivation, which affect decision-making. It may therefore be important to customize the design of the e-store environment. Future ergonomics research will have to investigate perceptual aspects, such as presentation of merchandize, and cognitive issues, such as product search and navigation, as well as decision making while considering various economic parameters. Five theories on e-commerce research are presented.

  3. Application of Performance Management in Meter Reading Management of Residential Customers in Hefei Gas Group%绩效管理在合肥燃气集团民用抄表管理中的应用

    Institute of Scientific and Technical Information of China (English)

    姚俊; 汪先祥

    2014-01-01

    介绍合肥燃气集团民用抄表管理中存在的问题,分析了出现问题的原因,并就民用抄表管理中引入绩效管理进行经验总结。%The problems in meter reading management of residential customers in Hefei Gas Group are introduced.The reasons of these problems are analyzed.The experience in the introduction of performance management in meter reading management of residential customers is sumed up.

  4. Customer Experience Management Overview

    OpenAIRE

    Havíř, David

    2016-01-01

    Purpose of the article: The purpose of this paper is to examine the phenomenon of customer experience and customer experience management through years and summarize recent knowledge in this area. Methodology/methods: The paper is built upon secondary research of research papers of renowned authors in the area of customer experience management. Scientific aim: The aim of the article is to find out potential avenues of further research. Findings: Findings confirmed that customer experience is s...

  5. Tail autotomy affects bipedalism but not sprint performance in a cursorial Mediterranean lizard

    Science.gov (United States)

    Savvides, Pantelis; Stavrou, Maria; Pafilis, Panayiotis; Sfenthourakis, Spyros

    2017-02-01

    Running is essential in all terrestrial animals mainly for finding food and mates and escaping from predators. Lizards employ running in all their everyday functions, among which defense stands out. Besides flight, tail autotomy is another very common antipredatory strategy within most lizard families. The impact of tail loss to sprint performance seems to be species dependent. In some lizard species, tail shedding reduces sprint speed, in other species, increases it, and, in a few species, speed is not affected at all. Here, we aimed to clarify the effect of tail autotomy on the sprint performance of a cursorial lizard with particular adaptations for running, such as bipedalism and spike-like protruding scales (fringes) on the toepads that allow high speed on sandy substrates. We hypothesized that individuals that performed bipedalism, and have more and larger fringes, would achieve higher sprint performance. We also anticipated that tail shedding would affect sprint speed (though we were not able to define in what way because of the unpredictable effects that tail loss has on different species). According to our results, individuals that ran bipedally were faster; limb length and fringe size had limited effects on sprint performance whereas tail autotomy affected quadrupedal running only in females. Nonetheless, tail loss significantly affected bipedalism: the ability for running on hindlimbs was completely lost in all adult individuals and in 72.3% of juveniles.

  6. Understanding customer experience.

    Science.gov (United States)

    Meyer, Christopher; Schwager, Andre

    2007-02-01

    Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability. Customer experience is shaped by customers' expectations, which largely reflect previous experiences. Few CEOs would argue against the significance of customer experience or against measuring and analyzing it. But many don't appreciate how those activities differ from CRM or just how illuminating the data can be. For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed. The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities). Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums. Companies need to involve every function in the effort, not just a single customer-facing group. The authors go on to illustrate how a cross-functional CEM system is created. With such a system, companies can discover which customers are prospects for growth and which require immediate intervention.

  7. Customer loyalty building

    OpenAIRE

    Nováková, Veronika

    2012-01-01

    This bachelor thesis focuses on the customer loyalty. It gives an example of CRM project which aims to build the loyalty of customers to some brand or product so the customer would return to the company and would be satisfied with all products and services he get.

  8. An Experience Sampling Study of Expressing Affect, Daily Affective Well-Being, Relationship Quality and Perceived Performance

    OpenAIRE

    2014-01-01

    Few studies have directly examined the processes through which workers use job resources, such as job control and social support, to regulate affect. We focused on affective expression, which is a specific form of affect regulation. We investigated the extent to which workers used both job control and social support to express affect. Thirty-nine call centre workers provided data up to four times a day over five consecutive working days (number of observations = 272). Executing job control to...

  9. Analysis of Factors Affecting Execution Performance of OpenMP Programs

    Institute of Scientific and Technical Information of China (English)

    LI Jianjiang; SHU Jiwu; CHEN Yongjian; WANG Dingxing; ZHENG Weiming

    2005-01-01

    OpenMP is able to develop multithreaded programs with lower cost as a promising way to quickly parallelize a great number of serial programs. However, there are many difficulties when developing OpenMP multithreaded programs. Most importantly, the performance of OpenMP programs cannot be guaranteed, which has greatly affected the application of OpenMP. This paper examines several factors that affect the execution performance of OpenMP programs, including loop transformation, scheduling strategy, the number of threads, and nested parallelism. The results show that one of the key reasons for performance degradation is load imbalance, which can be corrected by reasonable use of these key factors to improve the execution performance of OpenMP programs.

  10. Factors Affecting Sustainable Performance of Construction Projects during Project Life Cycle Phases

    OpenAIRE

    Adnan Enshassi; Bernd Kochendoerfer; Hadeel Al Ghoul

    2016-01-01

    Sustainable development (SD) is one of the main challenges faced by the construction industry, which has acquired global attention. Sustainable performance (SP) of a construction project during its life cycle (LC) is considered crucial to achieve the SD. The aim of this paper is to investigate the factors affecting sustainable performance of construction projects throughout project life cycle phases in the Gaza Strip. A total of 53 sustainable factors (economic, social, and environmental sust...

  11. CUSTOMER RELATIONSHIP MANAGEMENT AND BUSINESS STRATEGIES

    OpenAIRE

    Rozitta Chittaie

    2012-01-01

    Changing in the current competitive environment, increasing simplicity of penetrating into the competitive market, and rapid growing of information technology are essential motives for performing activities in an environment. Nowadays, some companies step into rapid and instant development of their markets in order to improve customer relationship. These companies through adopting customer relationship management (CRM) systems can earn and retain their customers' loyalty. As a result, designi...

  12. Presenting a Model to Evaluate the Factors Affecting Export Performance in International Marketing

    Directory of Open Access Journals (Sweden)

    Hassan Esmailpour

    2016-03-01

    Full Text Available This study aims to present a model to evaluate the factors affecting export performance of export-oriented business clusters in Western Tehran. For this purpose, export performance was measured by the effectiveness of export, export sales, and export intensity. 83 companies are studied in this research. The statistical population consists of 209 managers and experts associated with the export of the companies. Due to the limited number of the statistical population, the total population is considered as a statistical sample. The data are collected through a questionnaire consisting of two parts: The questionnaire of factor analysis with regard to the factors identified in earlier studies and the questionnaire of export performance. The questionnaire is given to the sampleafter examining its validity and reliability. For statistical data analysis, descriptive and inferential statistical methods are used.Descriptive statistics are used for classifying, summarizing and interpreting statistical data. Inferential statistics are used to assess the export performance based on one sample t testand identify factors affecting export performance. Exploratory and confirmatory factor analysis using SPSS 19 software is usedto provide a model. Structural equation modeling using LISREL software is used toconfirm the proposed model. Four factors (environmental, technical, strategic export marketing capabilities and international management skills are categorized. Finally, the model of the factors affecting the export performance of export-oriented marketing business clusters in Western Tehranis designed and confirmed.

  13. Factors affecting the in vitro performance of dentin-bonding systems

    Directory of Open Access Journals (Sweden)

    Masashi Miyazaki

    2012-02-01

    Full Text Available This paper reviews the performance of current adhesive systems in tests of bond strength between resin composites and tooth structures. The longevity and success of resin composite restorations depend upon the adhesive systems providing durable bonds with tooth substances. Both in vitro and in vivo testing has been used to predict the clinical outcome of treatments with adhesive materials. Subtle variations in sample preparation can severely affect the bond strength, regardless of the test method employed. In addition to the large range of factors that affect bond strength, various load applications have been used to quantify the adhesion between composites and tooth structures. Dentin bond strength is normally evaluated by conducting mechanical tests in the tensile and/or shear mode, but the crosshead speeds used vary over a relatively wide range in the published literature. This review provides an overview of the current characterization of dental adhesives and the factors affecting their performance in bond-strength tests.

  14. Study of Core Competency Elements and Factors Affecting Performance Efficiency of Government Teachers in Northeastern Thailand

    Science.gov (United States)

    Chansirisira, Pacharawit

    2012-01-01

    The research aimed to investigate the core competency elements and the factors affecting the performance efficiency of the civil service teachers in the northeastern region, Thailand. The research procedure consisted of two steps. In the first step, the data were collected using a questionnaire with the reliability (Cronbach's Alpha) of 0.90. The…

  15. Breed effect and non-genetic factors affecting growth performance of ...

    African Journals Online (AJOL)

    SARAH

    2013-07-30

    Jul 30, 2013 ... Breed effect and non-genetic factors of growth performance of sheep. 5302. Breed effect and .... consisting of 25% cottonseed cake and 75% maize. The General Liner Model ..... and environmental changes have effect on the quality and quantity of pasture forages, which also affect the provision of food and ...

  16. Distributed Speech Recognition Systems and Some Key Factors Affecting It's Performance

    Institute of Scientific and Technical Information of China (English)

    YE Lei; YANG Zhen

    2003-01-01

    In this paper we first analyze the Distributed Speech Recognition (DSR) system and the key factors that affect it's performance and then focus on the research on the relationship between the length of testing speech and the recognition accuracy of the system. Some experimental results are given at last.

  17. Internal Challenges Affecting Academic Performance of Student-Athletes in Ghanaian Public Universities

    Science.gov (United States)

    Apaak, Daniel; Sarpong, Emmanuel Osei

    2015-01-01

    This paper examined internal challenges affecting academic performance of student-athletes in Ghanaian public universities, using a descriptive survey research design. Proportionate random sampling technique was employed to select Three Hundred and Thirty-Two (332) respondents for the study. The instrument used in gathering data for the study was…

  18. Students Perceptions on Factors That Affect Their Academic Performance: The Case of Great Zimbabwe University (GZU)

    Science.gov (United States)

    Mapuranga, Barbra; Musingafi, Maxwell C. C.; Zebron, Shupikai

    2015-01-01

    Some educators argue that entry standards are the most important determinants of successful completion of a university programme; others maintain that non-academic factors must also be considered. In this study we sought to investigate open and distance learning students' perceptions of the factors affecting academic performance and successful…

  19. Antecedent Factors Affecting Academic Performance of Graduate Students at the Nairobi Evangelical Graduate School of Theology

    Science.gov (United States)

    Mbogo, Rosemary Wahu

    2016-01-01

    This paper reports the findings of a Master's level thesis work that was done in 1997 to assess the antecedent factors affecting the academic performance of graduate students at the Nairobi Evangelical School of Theology (N.E.G.S.T.), which is currently Africa International University (AIU). The paper reviews the effect of lack of finance on…

  20. Is Mass Customization Sustainable?

    DEFF Research Database (Denmark)

    Petersen, Thomas Ditlev; Jørgensen, Kaj Asbjørn; Nielsen, Kjeld

    2011-01-01

    Mass customizers are like other companies currently experiencing an increasing customer demand for environmentally sustainable products as well as an increasingly strict legislation regarding environmental sustainability. This paper addresses the issue whether the concepts mass customization...... and sustainability are fundamentally compatible by asking the question: can a mass customized product be sustainable? Several factors could indicate that mass customized products are less sustainable than standardized products; however other factors suggest the opposite. This paper explores these factors during...... three life cycle phases for a product: Production, Use and End of Life. It is concluded that there is not an unambiguous causal relationship between mass customization and sustainability; however several factors unique to mass customized products are essential to consider during product and process...

  1. Affective States and Performance Outcomes – The Findings of Preliminary Research Involving Pentathletes

    Directory of Open Access Journals (Sweden)

    Samełko Aleksandra

    2016-03-01

    Full Text Available Introduction. The aim of this article is to discuss the relationship between affective states experienced by athletes and the outcome of their performance. The article presents the findings of a pilot study which made it possible to determine the relationship between the emotional states, mood, and level of stress of a group of pentathletes and the outcomes they achieved in a sports competition. Material and methods. The study involved 12 senior modern pentathletes, including 7 male and 5 female athletes. The following standard psychology questionnaires were used in the study: the 10-item Perceived Stress Scale (PSS-10, the Positive and Negative Affect Schedule (PANAS, and the Profile of Mood State (POMS. Performance was assessed based on the number of points achieved by the pentathletes in particular events in the pentathlon, which are held according to the rules set by the International Modern Pentathlon Union (UIPM. Results. The findings of the study confirmed that there was a correlation between the athletes’ mood and emotions and the outcome of their performance. The level of stress strongly negatively correlated with both the outcome they expected to achieve and the one they actually achieved for the combined event (running and shooting. For this event a relationship was also found between the athletes’ affective states and their outcomes: in running and shooting there was a positive and statistically significant correlation between the level of positive emotions and anger and the results achieved. However, friendliness, one of the other affective state variables that were measured, correlated negatively with the outcomes of the athletes’ performance. Conclusions. In the group of pentathletes who participated in the study, a high level of anger was associated with better outcomes, and a high level of friendliness had an adverse effect on the results achieved. The findings of the current study confirm that there is a relationship

  2. Nuclear power plant life extension: How aging affects performance of containments & other structures

    Institute of Scientific and Technical Information of China (English)

    Robert A Dameron; Sun Junling

    2013-01-01

    This paper focuses on how aging can affect performance of safety-related structures in nuclear power plant (NPP).Knowledge and assessment of impacts of aging on structures are essential to plant life extension analysis,especially performance to severe loadings such as loss-of-coolant-accidents or major seismic events.Plant life extension issues are of keen interest in countries (like the United States) which have a large,aging fleet of NPPs.This paper addresses the overlap and relationship of structure aging to severe loading performance,with particular emphasis on containment structures.

  3. Milking performance evaluation and factors affecting milking claw vacuum levels with flow simulator.

    Science.gov (United States)

    Enokidani, Masafumi; Kawai, Kazuhiro; Shinozuka, Yasunori; Watanabe, Aiko

    2017-08-01

    Milking performance of milking machines that matches the production capability of dairy cows is important in reducing the risk of mastitis, particularly in high-producing cows. This study used a simulated milking device to examine the milking performance of the milking system of 73 dairy farms and to analyze the factors affecting claw vacuum. Mean claw vacuum and range of fluctuation of claw vacuum (claw vacuum range) were measured at three different flow rates: 5.7, 7.6 and 8.7 kg/min. At the highest flow rate, only 16 farms (21.9%) met both standards of mean claw vacuum ≥35 kPa and claw vacuum range ≤ 7 kPa, showing that milking systems currently have poor milking performance. The factors affecting mean claw vacuum were claw type, milk-meter and vacuum shut-off device; the factor affecting claw vacuum range was claw type. Examination of the milking performance of the milking system using a simulated milking device allows an examination of the performance that can cope with high producing cows, indicating the possibility of reducing the risk of mastitis caused by inappropriate claw vacuum. © 2016 Japanese Society of Animal Science.

  4. Customer Satisfaction with Training Programs.

    Science.gov (United States)

    Mulder, Martin

    2001-01-01

    A model for evaluating customer satisfaction with training programs was tested with training purchasers. The model confirmed two types of projects: training aimed at achieving learning results and at changing job performance. The model did not fit for training intended to support organizational change. (Contains 31 references.) (SK)

  5. Customer Satisfaction with Training Programs.

    Science.gov (United States)

    Mulder, Martin

    2001-01-01

    A model for evaluating customer satisfaction with training programs was tested with training purchasers. The model confirmed two types of projects: training aimed at achieving learning results and at changing job performance. The model did not fit for training intended to support organizational change. (Contains 31 references.) (SK)

  6. 基于模糊综合评价的客户知识管理绩效评价研究%Fuzzy Comprehensive Evaluation Based on Customer Knowledge Management Performance Evaluation

    Institute of Scientific and Technical Information of China (English)

    李玉保

    2012-01-01

    In this paper, the perfonnance evaluation of customer knowledge management is regarded as the research object. First of all, the paper analyzes enterprise knowledge management perfonnance evaluation and customer knowledge management. Then, based on CMAT,it builds the customer knowledge management performance evaluation index system. Finally, it gives the model the evaluation process of the fuzzy comprehensive evaluation. All of the information can provide a research framework to cany out customer knowledge management performance evaluation effectively for enterprises.%以客户知识管理绩效评价为研究对象.对企业知识管理绩效评价和客户知识管理进行了分析.建立了基于CMAT的客户知识管理绩效评价指标体系.给出了模糊综合评价的评价过程模型.为企业有效实施客户知识管理绩效评价提供了一个研究框架.

  7. A quality improvement study on avoidable stressors and countermeasures affecting surgical motor performance and learning.

    Science.gov (United States)

    Conrad, Claudius; Konuk, Yusuf; Werner, Paul D; Cao, Caroline G; Warshaw, Andrew L; Rattner, David W; Stangenberg, Lars; Ott, Harald C; Jones, Daniel B; Miller, Diane L; Gee, Denise W

    2012-06-01

    To explore how the 2 most important components of surgical performance--speed and accuracy-are influenced by different forms of stress and what the impact of music is on these factors. On the basis of a recently published pilot study on surgical experts, we designed an experiment examining the effects of auditory stress, mental stress, and music on surgical performance and learning and then correlated the data psychometric measures to the role of music in a novice surgeon's life. Thirty-one surgeons were recruited for a crossover study. Surgeons were randomized to 4 simple standardized tasks to be performed on the SurgicalSIM VR laparoscopic simulator (Medical Education Technologies, Inc, Sarasota, FL), allowing exact tracking of speed and accuracy. Tasks were performed under a variety of conditions, including silence, dichotic music (auditory stress), defined classical music (auditory relaxation), and mental loading (mental arithmetic tasks). Tasks were performed twice to test for memory consolidation and to accommodate for baseline variability. Performance was correlated to the brief Musical Experience Questionnaire (MEQ). Mental loading influences performance with respect to accuracy, speed, and recall more negatively than does auditory stress. Defined classical music might lead to minimally worse performance initially but leads to significantly improved memory consolidation. Furthermore, psychologic testing of the volunteers suggests that surgeons with greater musical commitment, measured by the MEQ, perform worse under the mental loading condition. Mental distraction and auditory stress negatively affect specific components of surgical learning and performance. If used appropriately, classical music may positively affect surgical memory consolidation. It also may be possible to predict surgeons' performance and learning under stress through psychological tests on the role of music in a surgeon's life. Further investigation is necessary to determine the

  8. Electric retail market options: The customer perspective

    Energy Technology Data Exchange (ETDEWEB)

    Hadley, S.W.; Hillsman, E.L.

    1995-07-01

    This report describes various options that are now available for retail electric customers, or that may become available during the next few years as the electric utility industry restructures. These options include different ways of meeting demand for energy services, different providers of service or points of contact with providers, and different pricing structures for purchased services. Purpose of this document is to examine these options from the customer`s perspective: how might being a retail electric customer in 5--10 years differ from now? Seizing opportunities to reduce cost of electric service is likely to entail working with different service providers; thus, transaction costs are involved. Some of the options considered are speculative. Some transitional options include relocation, customer-built/operated transmission lines, municipalization, self-generation, and long-term contracts with suppliers. All these may change or diminish in a restructured industry. Brokers seem likely to become more common unless restructuring takes the form of mandatory poolcos (wholesale). Some options appear robust, ie, they are likely to become more common regardless of how restructuring is accomplished: increased competition among energy carriers (gas vs electric), real-time pricing, etc. This report identified some of the qualitative differences among the various options. For customers using large amounts of electricity, different alternatives are likely to affect greatly service price, transaction costs, tailoring service to customer preferences, and risks for customer. For retail customers using small amounts of electricity, there may be little difference among the options except service price.

  9. Gender Differences in Introductory University Physics Performance: The Influence of High School Physics Preparation and Affect

    Science.gov (United States)

    Hazari, Zahra

    2006-12-01

    The attrition of females studying physics after high school has been a continuing concern for the physics education community. If females are well prepared, feel confident, and do well in introductory college physics, they may be inclined to study physics further. This quantitative study uses HLM to identify factors from high school physics preparation (content, pedagogy, and assessment) and the affective domain that predict female and male performance in introductory college physics. The study includes controls for student demographic and academic background characteristics, and the final dataset consists of 1973 surveys from 54 introductory college physics classes. The results highlight high school physics and affective experiences that differentially predict female and male performance. These experiences include: learning requirements, computer graphing/analysis, long written problems, everyday world examples, community projects cumulative tests/quizzes, father's encouragement, family's belief that science leads to a better career, and the length of time students believe that high school physics would help in university physics. There were also experiences that similarly predict female and male performance. The results paint a dynamic picture of the factors from high school physics and the affective domain that influence the future physics performance of females and males. The implication is that there are many aspects to the teaching of physics in high school that, although widely used and thought to be effective, need reform in their implementation in order to be fully beneficial to females and/or males in college.

  10. The effects of temperature on service employees' customer orientation: an experimental approach.

    Science.gov (United States)

    Kolb, Peter; Gockel, Christine; Werth, Lioba

    2012-01-01

    Numerous studies have demonstrated how temperature can affect perceptual, cognitive and psychomotor performance (e.g. Hancock, P.A., Ross, J., and Szalma, J., 2007. A meta-analysis of performance response under thermal stressors. Human Factors: The Journal of the Human Factors and Ergonomics Society, 49 (5), 851-877). We extend this research to interpersonal aspects of performance, namely service employees' and salespeople's customer orientation. We combine ergonomics with recent research on social cognition linking physical with interpersonal warmth/coldness. In Experiment 1, a scenario study in the lab, we demonstrate that student participants in rooms with a low temperature showed more customer-oriented behaviour and gave higher customer discounts than participants in rooms with a high temperature - even in zones of thermal comfort. In Experiment 2, we show the existence of alternative possibilities to evoke positive temperature effects on customer orientation in a sample of 126 service and sales employees using a semantic priming procedure. Overall, our results confirm the existence of temperature effects on customer orientation. Furthermore, important implications for services, retail and other settings of interpersonal interactions are discussed. Practitioner Summary: Temperature effects on performance have emerged as a vital research topic. Owing to services' increasing economic importance, we transferred this research to the construct of customer orientation, focusing on performance in service and retail settings. The demonstrated temperature effects are transferable to services, retail and other settings of interpersonal interactions.

  11. Human resources management and firm performance: The differential role of managerial affective and continuance commitment.

    Science.gov (United States)

    Gong, Yaping; Law, Kenneth S; Chang, Song; Xin, Katherine R

    2009-01-01

    In this study, the authors developed a dual-concern (i.e., maintenance and performance) model of human resources (HR) management. The authors identified commonly examined HR practices that apply to the middle manager level and classified them into the maintenance- and performance-oriented HR subsystems. The authors found support for the 2-factor model on the basis of responses from 2,148 managers from 463 firms operating in China. Regression results indicate that the performance-oriented HR subsystems had a positive relationship with firm performance and that the relationship was mediated by middle managers' affective commitment to the firm. The maintenance-oriented HR subsystems had a positive relationship with middle managers' continuance commitment but not with their affective commitment and firm performance. This study contributes to the understanding of how HR practices relate to firm performance and offers an improved test of the argument that valuable and firm-specific HR provide a source of competitive advantage. (PsycINFO Database Record (c) 2009 APA, all rights reserved).

  12. Factors Affecting the Performance of Small Indigenous Contractors in Papau New Guinea

    Directory of Open Access Journals (Sweden)

    Daniel Wasi

    2001-09-01

    Full Text Available Contractors’ performance, amongst other things, has been associated with the high costof public housing in Papua New Guinea. Given that small indigenous contractorsundertake construction of all public housing, this paper investigates the performance ofsmall indigenous contractors.Eight likely factors that affect small indigenous contractors' performance are identifiedfrom the literature. An empirical study is then described aimed at determining how80Page (iv The Australian Journal of Construction Economics and Buildingthese factors affect project cost, time and quality. This comprised a survey conducted inPort Moresby by personally administered questionnaires to a sample of smallindigenous contractors to assess the level of factors associated with the problem of lackof performance. Additionally, the view of each firm concerning the effect of each factoron performance was also obtained. The results show that, with the exception of culture,all the factors are perceived to have an effect of construction performance. It is alsoshown that the incidence of these factors, within the firms surveyed, are quite low. Ofparticular concern is the level of cash flow.

  13. Centrality and charisma: comparing how leader networks and attributions affect team performance.

    Science.gov (United States)

    Balkundi, Prasad; Kilduff, Martin; Harrison, David A

    2011-11-01

    When leaders interact in teams with their subordinates, they build social capital that can have positive effects on team performance. Does this social capital affect team performance because subordinates come to see the leader as charismatic? We answered this question by examining 2 models. First, we tested the charisma-to-centrality model according to which the leader's charisma facilitates the occupation of a central position in the informal advice network. From this central position, the leader positively influences team performance. Second, we examined the centrality-to-charisma model according to which charisma is attributed to those leaders who are socially active in terms of giving and receiving advice. Attributed charisma facilitates increased team performance. We tested these 2 models in 2 different studies. In the first study, based on time-separated, multisource data emanating from members of 56 work teams, we found support for the centrality-to-charisma model. Formal leaders who were central within team advice networks were seen as charismatic by subordinates, and this charisma was associated with high team performance. To clarify how leader network centrality affected the emergence of charismatic leadership, we designed Study 2 in which, for 79 student teams, we measured leader networking activity and leader charisma at 2 different points in time and related these variables to team performance measured at a third point in time. On the basis of this temporally separated data set, we again found support for the centrality-to-charisma model.

  14. Measuring Customer Satisfaction with Public Schools.

    Science.gov (United States)

    Lowe, Tracey M.; And Others

    1996-01-01

    Discusses the measurement of customer satisfaction with public school districts based on collaborative efforts generated by the Florida Schoolyear 2000 Initiative. Describes implementing customer satisfaction surveys in Florida, explains the testing of the surveys with businesses and parents, and discusses trends in performance improvement. (LRW)

  15. Customer relations data aids marketing efforts.

    Science.gov (United States)

    Werronen, H J

    1988-08-01

    A customer relations information system can help improve a hospital's marketing performance. With such a system, the author writes, a medical center can easily redirect its information systems away from the traditional transaction-oriented approach toward the building of long-lasting relationship with customers.

  16. The case for customer loyalty.

    Science.gov (United States)

    Sturm, Arthur C

    2004-09-01

    How does customer loyalty grow? Through good customer experiences. Yet some organizations seem to genuinely fail to understand that they can keep or lose a customer in the proverbial blink of an eye. And in this era of increasing customer demands across all industries, it's important that healthcare financial managers understand the correlation between customer loyalty and customer experience.

  17. Bringing customers into the boardroom.

    Science.gov (United States)

    McGovern, Gail J; Court, David; Quelch, John A; Crawford, Blair

    2004-11-01

    Misguided marketing strategies have destroyed more shareholder value than shoddy accounting or shady fiscal practices. Yet marketing functions typically reside deep in the organization, far from the executive suite and boardroom, and they are often poorly aligned with corporate strategy. Boards of directors, it would seem, have compelling reasons to monitor their companies' marketing activities. The authors argue that boards lack a clear understanding of how their companies are meeting customers' needs and how their marketing strategies drive (or often fail to drive) top-line growth. To help remedy that problem, they've devised a "marketing dashboard," a series of management reports that could give the board this critical knowledge. The dashboard has three parts, each of which the board should review regularly. The first part tracks the company's main business drivers--those business conditions that, when manipulated or otherwise changed, will directly and predictably affect the company's performance. The second part describes the specific innovations in a pipeline of growth ideas that will allow the company to reach its short- and long-term revenue goals. And the third part provides an overview of the company's marketing skill set so the board can determine not only if the company has enough marketing talent but also if it has the right marketing talent. Unlike isolated measures of marketing performance that are often insufficient, irrelevant, or misleading, the dashboard allows the board to quickly and routinely assess the effectiveness of its company's marketing strategies. Armed with a clear understanding of marketing's role and performance, the board can expose inadequate marketing campaigns, direct management to address the problem, and monitor progress.

  18. FACTORS INFLUENCING CUSTOMER BEHAVIOR-BASED CRM PERFORMANCE OF AIS IN BANGKOK%影响曼谷AIS公司基于客户行为的CRM效能的几个因子

    Institute of Scientific and Technical Information of China (English)

    林海

    2012-01-01

    关系营销对很多公司来说都是新理念。在很多国家,关系型的交换已取代交易型的交换成为规范。本文主要是测试一个客户关系管理模型,通过研究下列影响曼谷AIS公司基于客户行为的CRM效能的几个因子及它们之间的相互关系来进行,这几个因子分别是:服务质量,客户价值,客户满意度,以及品牌忠诚度。研究表明AIS公司应该致力于改进其服务质量中的移情性维度。同时,AIS如欲在将来市场成功,则应该增加其功能价值,并减少客户付出感知。%Relationship marketing has emerged as a big new idea for many companies. Relational, as opposed to transactional exchange is the norm in many countries. The primary objective of this study is to test an integrated model for the customer relationship management performance by studying the following factors' effects on customer behavior-based CRM performance of AIS in Bangkok and their interrelationships: service quality, customer value, customer satisfaction, and brand loyalty. The finding sug- gests that AIS should focus on improving its service quality dimension of empathy. Meanwhile, AIS should also increase functional value and reduce customer perceived sacrifice if it's going to succeed in the future market.

  19. Does mechanical disturbance affect the performance and species composition of submerged macrophyte communities?

    Science.gov (United States)

    Zhang, Qian; Xu, Ying-Shou; Huang, Lin; Xue, Wei; Sun, Gong-Qi; Zhang, Ming-Xiang; Yu, Fei-Hai

    2014-01-01

    Submerged macrophyte communities are frequently subjected to disturbance of various frequency and strength. However, there is still little experimental evidence on how mechanical disturbance affects the performance and species composition of such plant communities. In a greenhouse experiment, we constructed wetland communities consisting of five co-occurring clonal submerged macrophyte species (Hydrilla verticillata, Elodea canadensis, Ceratophyllum demersum, Chara fragilis, and Myriophyllum spicatum) and subjected these communities to three mechanical disturbance regimes (no, moderate and strong disturbance). Strong mechanical disturbance greatly decreased overall biomass, number of shoot nodes and total shoot length, and increased species diversity (evenness) of the total community. It also substantially decreased the growth of the most abundant species (H. verticillata), but did not affect growth of the other four species. Our data reveal that strong disturbance can have different effects on different submerged macrophyte species and thus alters the performance and species composition of submerged macrophyte communities. PMID:24811826

  20. High variability impairs motor learning regardless of whether it affects task performance.

    Science.gov (United States)

    Cardis, Marco; Casadio, Maura; Ranganathan, Rajiv

    2017-09-27

    Motor variability plays an important role in motor learning, although the exact mechanisms of how variability affects learning is not well understood. Recent evidence suggests that motor variability may have different effects on learning in redundant tasks, depending on whether it is present in the task space (where it affects task performance), or in the null space (where it has no effect on task performance). Here we examined the effect of directly introducing null and task space variability using a manipulandum during the learning of a motor task. Participants learned a bimanual shuffleboard task for 2 days, where their goal was to slide a virtual puck as close as possible towards a target. Critically, the distance traveled by the puck was determined by the sum of the left and right hand velocities, which meant that there was redundancy in the task. Participants were divided into five groups - based on both the dimension in which the variability was introduced and the amount of variability that was introduced during training. Results showed that although all groups were able to reduce error with practice, learning was affected more by the amount of variability introduced rather than the dimension in which variability was introduced. Specifically, groups with higher movement variability during practice showed larger errors at the end of practice compared to groups that had low variability during learning. These results suggest that although introducing variability can increase exploration of new solutions, this may adversely affect the ability to retain the learned solution. Copyright © 2017, Journal of Neurophysiology.

  1. How Customers Choose Hotels

    OpenAIRE

    Hera Oktadiana; Andhika Kurnia

    2011-01-01

    In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers throug...

  2. 供应商和客户参与技术创新对创新绩效的影响%The impact of supplier involvement and customer involvement in technological innovation on innovative performance

    Institute of Scientific and Technical Information of China (English)

    马文聪; 朱桂龙

    2013-01-01

    以广东省电子信息行业的286家企业为研究对象,探讨了供应商与客户参与技术创新对企业创新绩效影响,以及技术复杂性在供应商与客户参与技术创新和创新绩效关系中的调节效应.结果表明,供应商参与技术创新和客户参与技术创新对创新绩效均有显著的正向影响,技术复杂性对供应商参与技术创新与创新绩效间关系有显著的调节作用,但是对客户参与技术创新与创新绩效间关系的调节作用不显著.%Using data collected from 286 enterprises of electronic information industry in Guangdong Province, the effect of supplier involvement and customer involvement in technological innovation on enterprise innovative performance and how technological complexity moderates the relationship between supplier involvement and customer involvement in technological innovation and innovative performance are investigated. Results show that both supplier involvement and customer involvement in technological innovation have a significantly positive impact on innovative performance; technological complexity moderates the relationship between supplier involvement in technological innovation and innovative performance significantly, but moderates the relationship between customer involvement in technological innovation and innovative performance insignificantly.

  3. Structural Factors That Affect the Performance of Organic Bulk Heterojunction Solar Cells

    KAUST Repository

    Vandewal, Koen

    2013-08-27

    The performance of polymer:fullerene solar cells is strongly affected by the active layer morphology and polymer microstructure. In this Perspective, we review ongoing research on how structural factors influence the photogeneration and collection of charge carriers as well as charge carrier recombination and the related open-circuit voltage. We aim to highlight unexplored research opportunities and provide some guidelines for the synthesis of new conjugated polymers for high-efficiency solar cells. © 2013 American Chemical Society.

  4. Microvesicle formulations used in topical drugs and cosmetics affect product efficiency, performance and allergenicity

    DEFF Research Database (Denmark)

    Madsen, Jakob Torp; Ejner Andersen, Klaus

    2010-01-01

    Attempts to improve the formulations of topical products are continuing processes (ie, to increase cosmetic performance, enhance effects, and protect ingredients from degradation). The development of micro- and nanovesicular systems has led to the marketing of topical drugs and cosmetics that use...... side effects. Few case reports have suggested that microvesicle formulations may affect the allergenicity of topical products. This article gives an overview of the current knowledge about the topical use of microvesicular systems and the dermatoallergologic aspects....

  5. Combining Work and Study in Tatarstan Higher Education Institutions: How Academic Performance Is Affected?

    OpenAIRE

    Diana Yanbarisova

    2014-01-01

    Diana Yanbarisova - Research Fellow at Institute of Education, HSE. E-mail: s, combining work and study is typical for both low-income students and those who are well off. Such students have an array of reasons to start working, from the ambition to get integrated into the job market and build a career to the desire to fill their spare time. The paper investigates how different combinations of work and study affect academic performance of students in their final ...

  6. Management's role in customer satisfaction. Case company X

    OpenAIRE

    Parviainen, Nelli

    2016-01-01

    The purpose of this study was to identify the aspects affecting customer satisfaction and to find out how the management can improve customer service. The purpose was to give guidelines to the case company of how to improve customer service and thus gain competitive advantage over competitors. The data to this study was gathered from various online sources and literature. The core theories and concepts were CRM, creating customer satisfaction, managing employees and complaint handling pro...

  7. How to Reduce Customer Struggles in Online Shopping in China

    OpenAIRE

    Wang, Fan

    2012-01-01

    This paper attempts to provide efficient approaches on reducing customer struggles in online shopping. It appears that online retailing in China needs more improvements based on the customer-centred perspective. Customer struggles relate to physical and psychological flounders, such as unqualified products, unsatisfied services, loss of money and information leakage. Factors that affect customer struggles online include price, diversity of products, quality of items, quality of services, and ...

  8. Customer relationships marketing

    OpenAIRE

    Đorđević Bojan

    2005-01-01

    Market economy terms impose on modern companies the need to change their business relationships to customers. In this way has the term "customer relationship marketing", known as CRM, come into use. Customers are the most valuable asset of a company, and the wisdom and essence of CRM can be presented in two words - profitable and long-term. Modern customer is an individual. They are smart, informed, have great expectations and want only the best, and they can change their supplier by one clic...

  9. The fat of the matter: how dietary fatty acids can affect exercise performance.

    Science.gov (United States)

    Pierce, Barbara J; McWilliams, Scott R

    2014-11-01

    Fatty-acid composition of fat stores affects exercise performance in a variety of vertebrates although few such studies focus on flying vertebrates such as migratory birds, which are exceptional exercisers. We first discuss the natural variation in quality of fat available in natural foods eaten by migratory birds and their behavioral preferences for specific fatty acids in these foods. We then outline three proposed hypotheses for how dietary fatty acids can affect exercise performance, and some of the evidence to date that pertains to these hypotheses with special emphasis on the exercise performance of migratory birds. In theory, selectively feeding on certain long-chain unsaturated fatty acids may be advantageous because (1) such fatty acids may be metabolized more quickly and may stimulate key facets of aerobic metabolism (fuel hypothesis); (2) such fatty acids may affect composition and key functions of lipid-rich cell membranes (membrane hypothesis); and (3) such fatty acids may directly act as signaling molecules (signal hypothesis). Testing these hypotheses requires cleverly designed experiments that can distinguish between them by demonstrating that certain fatty acids stimulate oxidative capacity, including gene expression and activity of key oxidative enzymes, and that this stimulation changes during exercise. © The Author 2014. Published by Oxford University Press on behalf of the Society for Integrative and Comparative Biology. All rights reserved. For permissions please email: journals.permissions@oup.com.

  10. Service provider-Customer Relationship: To What Extent Are Customers in Terengganu Being Respected?

    Directory of Open Access Journals (Sweden)

    Siti Haryati Shaikh Ali,

    2011-06-01

    Full Text Available Today’s rapidly changing environment is demanding service companies to seek more creative and flexible means for dealing with competition. In fact, more and more retailers are investing in relationship building as a strategy for enhancing customer retention in the business-to-customer (B2C context. From the literature, it is learnt that efforts are being concentrated in creating quality relationship with customers. This effort should include respecting customers. Respecting customers is one of the easiest ways to earn quality relationship with customers. However, the big question is to what extent does respect affect the quality of relationship between customer and service provider? The purpose of this study is to determine the dimensions of respect and to what extent it affects relationship quality. This preliminary study draws on empirical results from clients of banks and clinics in Kuala Terengganu. The hypotheses were tested using Pearson Correlation and Multiple Regression Analysis to examine the relationship between the three dimensions of respect and overall relationship quality. The results of the empirical tests give some support to the view that attention to the particularity, understanding and responsibility towards customers are crucial in shaping customers perception of respect and the quality of their relationship with service providers.

  11. Focusing on customer service.

    Science.gov (United States)

    1996-01-01

    This booklet is devoted to a consideration of how good customer service in family planning programs can generate demand for products and services, bring customers back, and reduce costs. Customer service is defined as increasing client satisfaction through continuous concern for client preferences, staff accountability to clients, and respect for the rights of clients. Issues discussed include the introduction of a customer service approach and gaining staff commitment. The experience of PROSALUD in Bolivia in recruiting appropriate staff, supervising staff, soliciting client feedback, and marketing services is offered as an example of a successful customer service approach. The key customer service functions are described as 1) establishing a welcoming atmosphere, 2) streamlining client flow, 3) personalizing client services, and 4) organizing and providing clear information to clients. The role of the manager in developing procedures is explored, and the COPE (Client-Oriented Provider-Efficient) process is presented as a good way to begin to make improvements. Techniques in staff training in customer service include brainstorming, role playing, using case studies (examples of which are provided), and engaging in practice sessions. Training also leads to the development of effective customer service attitudes, and the differences between these and organizational/staff-focused attitudes are illustrated in a chart. The use of communication skills (asking open-ended questions, helping clients express their concerns, engaging in active listening, and handling difficult situations) is considered. Good recovery skills are important when things go wrong. Gathering and using client feedback is the next topic considered. This involves identifying, recording, and discussing customer service issues as well as taking action on these issues and evaluating the results. The booklet ends by providing a sample of customer service indicators, considering the maintenance of a

  12. Endozoochorous dispersal of aquatic plants: does seed gut passage affect plant performance?

    Science.gov (United States)

    Figuerola, Jordi; Santamaría, Luis; Green, Andy J; Luque, Isabel; Alvarez, Raquel; Charalambidou, Iris

    2005-04-01

    The ingestion of seeds by vertebrates can affect the germinability and/or germination rate of seeds. It is, however, unclear if an earlier germination as a result of ingestion affects later plant performance. For sago pondweed, Potamogeton pectinatus, the effects of seed ingestion by ducks on both germinability and germination rate have been previously reported from laboratory experiments. We performed an experiment to determine the effects of seed ingestion by ducks on germination, seedling survival, plant growth and asexual multiplication. Both at the start and end of the winter, seeds were fed to three captive shovelers (Anas clypeata) and planted outdoors in water-filled containers. Plant biomass and its allocation to vegetative parts (shoot and roots), tubers, and seeds were determined in autumn. More duck-ingested seeds than control (uningested) seeds germinated in early winter, but this difference disappeared for seeds planted in late winter, when the treatments were first stratified for 3 mo. None of the variables for measuring seedling survival and plant performance varied between treatments. Under our experimental conditions (no herbivory or competition), ingestion by ducks in early winter resulted in increased performance for seeds surviving gut passage due to enhanced seed germinability, without other costs or benefits for the seedlings.

  13. Factors affecting the performance of maternal health care providers in Armenia

    Directory of Open Access Journals (Sweden)

    Voltero Lauren

    2004-06-01

    Full Text Available Abstract Background Over the last five years, international development organizations began to modify and adapt the conventional Performance Improvement Model for use in low-resource settings. This model outlines the five key factors believed to influence performance outcomes: job expectations, performance feedback, environment and tools, motivation and incentives, and knowledge and skills. Each of these factors should be supplied by the organization in which the provider works, and thus, organizational support is considered as an overarching element for analysis. Little research, domestically or internationally, has been conducted on the actual effects of each of the factors on performance outcomes and most PI practitioners assume that all the factors are needed in order for performance to improve. This study presents a unique exploration of how the factors, individually as well as in combination, affect the performance of primary reproductive health providers (nurse-midwives in two regions of Armenia. Methods Two hundred and eighty-five nurses and midwives were observed conducting real or simulated antenatal and postpartum/neonatal care services and interviewed about the presence or absence of the performance factors within their work environment. Results were analyzed to compare average performance with the existence or absence of the factors; then, multiple regression analysis was conducted with the merged datasets to obtain the best models of "predictors" of performance within each clinical service. Results Baseline results revealed that performance was sub-standard in several areas and several performance factors were deficient or nonexistent. The multivariate analysis showed that (a training in the use of the clinic tools; and (b receiving recognition from the employer or the client/community, are factors strongly associated with performance, followed by (c receiving performance feedback in postpartum care. Other – extraneous

  14. Prospering in Tough Economic Times Through Loyal Customers

    Directory of Open Access Journals (Sweden)

    Anderson Rolph

    2014-10-01

    Full Text Available In severe economic downturns, only a few business leaders have the courage and wisdom to invest in customer loyalty to increase profits instead of reflexively cutting costs to try to maintain falling profit margins. Moreover, the usual research and advice tends to focus on how companies can effectively and efficiently reduce costs in order to survive an economic decline. This study contributes to the literature by offering a fresh look at how best to respond in tough economic times by examining companies who have responded traditionally with cost cutting strategies versus companies who instead have invested in customer loyalty. We make the unique and contrarian argument that the latter strategy can be the superior business strategy, which underscores the originality of this investigation. Thus, the purpose of this study is to highlight why investing resources in creating and retaining loyal customers is the best strategy for companies to survive and prosper in tough economic conditions while simultaneously gaining longer-run competitive advantage. Based on quantitative and qualitative survey research methodology, the study findings identify and explain key customer loyalty measures, including: customization for customers, communication interactivity, nurturing of customers, commitment to customers, customer sharing networks, customer focused product assortments, facile exchanges, and customer engagement. Perceptive company executives will measure, benchmark, and regularly compare their performances on these key customer loyalty measures with different customer groups versus their company's past performances, managerial goals, and competitors, then make appropriate adjustments to retain their loyal customers and prosper during tough economic times.

  15. How explicit and implicit test instructions in an implicit learning task affect performance.

    Directory of Open Access Journals (Sweden)

    Arnaud Witt

    Full Text Available Typically developing children aged 5 to 8 years were exposed to artificial grammar learning. Following an implicit exposure phase, half of the participants received neutral instructions at test while the other half received instructions making a direct, explicit reference to the training phase. We first aimed to assess whether implicit learning operated in the two test conditions. We then evaluated the differential impact of age on learning performances as a function of test instructions. The results showed that performance did not vary as a function of age in the implicit instructions condition, while age effects emerged when explicit instructions were employed at test. However, performance was affected differently by age and the instructions given at test, depending on whether the implicit learning of short or long units was assessed. These results suggest that the claim that the implicit learning process is independent of age needs to be revised.

  16. Factors Affecting Sustainable Performance of Construction Projects during Project Life Cycle Phases

    Directory of Open Access Journals (Sweden)

    Adnan Enshassi

    2016-03-01

    Full Text Available Sustainable development (SD is one of the main challenges faced by the construction industry, which has acquired global attention. Sustainable performance (SP of a construction project during its life cycle (LC is considered crucial to achieve the SD. The aim of this paper is to investigate the factors affecting sustainable performance of construction projects throughout project life cycle phases in the Gaza Strip. A total of 53 sustainable factors (economic, social, and environmental sustainable factors were identified through extensive literature review and confirmed by experts’ interviews and a pilot study. These factors are classified in relation to the project life cycle phases; inception phase, design phase, construction phase, operation phase, and demolition phase. A structured questionnaire survey is employed in this study for primary data collection. A total of 119 questionnaires were distributed randomly to engineers working in construction projects in the Gaza Strip to solicit their views regarding the factors affecting sustainable performance of construction projects throughout project life cycle phases. The results revealed that five factors among the top ten factors that impacting the sustainable performance of construction projects are classified under the construction phase, which confirmed that the construction process has the most effect on the projects SP. Three factors are classified under the inception phase, which assured that the inception of a potential project has a considerable effect projects. In addition, one factor was classified under operation phase and one factor was classified under demolition phase. The most common factors affecting the SP of construction project through the overall sustainability elements: reusable/recyclable element, provision of services, energy consumption, water cost, and water pollution assessment. Further studies are recommended to explore how to integrated sustainability concepts into

  17. Production performance and plasma metabolites of dairy ewes in early lactation as affected by chitosan

    Energy Technology Data Exchange (ETDEWEB)

    Garcia-Rodriguez, A.; Arranz, J.; Mandaluniz, N.; Beltrán-de-Heredia, I.; Ruiz, R.; Goiri, I.

    2015-07-01

    The objective of this study was to evaluate the effects of chitosan (CHI) supplementation on production performance and blood parameters in dairy ewes. Twenty-four multiparous Latxa dairy ewes at d 16 of lactation were divided into two groups of 12 ewes each. Ewes were fed one of two experimental concentrates (0.840 kg dry matter/d), control or supplemented with 1.2% CHI, on a dry matter basis. Ewes also had free access to tall fescue hay, water, and mineral salts. The experimental period lasted for 25 d, of which the first 14 d were for treatment adaptation and the last 11 d for measurements and samplings. Supplementation with CHI decreased total (p=0.043) and fescue (p=0.035) dry matter intake (DMI), but did not affect concentrate DMI. Supplementation with CHI, moreover, increased plasma glucose (p=0.013) and BUN concentrations (p=0.035), but did not affect those of non-esterified fatty acids. Dietary supplementation with CHI, however, did not affect milk yield, 6.5% FCM, milk composition, or BW, but it improved dietary apparent efficiency by increasing the milk yield-to-DMI (p=0.055) and 6.5% FCM-to-DMI (p=0.045) ratios. In conclusion, dietary supplementation of chitosan maintained ewe performance while reducing feed intake and improving dietary apparent efficiency. (Author)

  18. Plan for improving the organizational climate variables that affect work performance in a state enterprise

    Directory of Open Access Journals (Sweden)

    Bibiana Cubillos Rivera

    2014-07-01

    Full Text Available This investigation presents an analysis on the assessments of organizational climate and work performance of a state enterprise. From this analytical process and based on the results obtained in interviews applied to the managers of the organization, as well as in the theoretical review of these two variables and their relationship to each other, those aspects of organizational climate that most affect the results of the staff are determined. An improvement plan is proposed for the organization, focused on two strategies that directly affect work performance through the intervention of the organizational climate variables that affect it negatively, thus ensuring that this, in turn, is reflected in the scope of both individual and corporate goals. This will also check that, from the area of human management, it can directly influence the strategy of the organizations, ceasing to be seen as an area of support and showing that it can be fully aligned with the mission, vision and in the overall organizational planning.

  19. New customer services

    DEFF Research Database (Denmark)

    Münster, Marie; Møller Andersen, Frits; Meza, Maria Josefina Figueroa

    2011-01-01

    This chapter focuses on the challenge of motivating energy service customers to make best use of available smart technologies. This can be done through economic incentives, but also through information and education, regulation and reorganisation, and by improving services or customer comfort...

  20. Analytics for Customer Engagement

    NARCIS (Netherlands)

    Bijmolt, Tammo H. A.; Leeflang, Peter S. H.; Block, Frank; Eisenbeiss, Maik; Hardie, Bruce G. S.; Lemmens, Aurelie; Saffert, Peter

    2010-01-01

    In this article, we discuss the state of the art of models for customer engagement and the problems that are inherent to calibrating and implementing these models. The authors first provide an overview of the data available for customer analytics and discuss recent developments. Next, the authors di

  1. Managing customer service.

    Science.gov (United States)

    Paget, Zoe

    2015-02-28

    Zoe Paget is the customer services manager at YourVets. Her role includes managing the company's call centre, social media marketing, working with the marketing department to develop customer care initiatives and reporting service levels to the company's directors. British Veterinary Association.

  2. Analytics for Customer Engagement

    NARCIS (Netherlands)

    Bijmolt, Tammo H. A.; Leeflang, Peter S. H.; Block, Frank; Eisenbeiss, Maik; Hardie, Bruce G. S.; Lemmens, Aurelie; Saffert, Peter

    In this article, we discuss the state of the art of models for customer engagement and the problems that are inherent to calibrating and implementing these models. The authors first provide an overview of the data available for customer analytics and discuss recent developments. Next, the authors

  3. British Sign Name Customs

    Science.gov (United States)

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

    Research presented here describes the sign names and the customs of name allocation within the British Deaf community. While some aspects of British Sign Language sign names and British Deaf naming customs differ from those in most Western societies, there are many similarities. There are also similarities with other societies outside the more…

  4. REGIONAL CUSTOMS DIRECTORATES MANAGEMENT

    Directory of Open Access Journals (Sweden)

    CABA STEFAN

    2009-05-01

    Full Text Available The management of a regional customs directorate is analyzed. A new approach of the managerial system, in the European integration context, is presented. The customs system is one of the first “doors” to a new economic, social and cultural community. For

  5. Managing Global Customers

    NARCIS (Netherlands)

    G.S. Yip (George)

    2009-01-01

    textabstractMultinational companies need to manage their relationships with multinational customers in a globally integrated approach. This paper provides a systematic framework for developing and implementing such global customer management programmes. The paper is based on Chapter 1 of George S. Y

  6. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

    Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)

  7. Customs Modernization Handbook

    OpenAIRE

    De Wulf, Luc; Sokol, José B.

    2005-01-01

    This handbook aims to make a positive contribution to the efforts that many countries are undertaking to modernize their customs administrations. The handbook views a competent and well-organized customs service as one that successfully balances its various responsibilities to ensure a high level of compliance with revenue objectives and regulatory requirements while at the same time inter...

  8. Managing Global Customers

    NARCIS (Netherlands)

    G.S. Yip (George)

    2009-01-01

    textabstractMultinational companies need to manage their relationships with multinational customers in a globally integrated approach. This paper provides a systematic framework for developing and implementing such global customer management programmes. The paper is based on Chapter 1 of George S.

  9. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

    Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)

  10. Keeping Your Customers Satisfied.

    Science.gov (United States)

    Maurer, Mary E.

    1996-01-01

    Notes that because child care is a customer-service business with many of the same requirements as any retail business, it is important that providers communicate clearly, help their customers (especially parents), and understand their needs. Offers suggestions for meeting parents' needs and making them feel like active participants in their…

  11. A case study to determine stress sources affecting the academic performance

    Directory of Open Access Journals (Sweden)

    Aytaç Aydın

    2011-07-01

    Full Text Available Job stress affects academicians in terms of performance, scientific production, job satisfaction and health. This effect may differ according to the academicians in the structure of the organization. It is possible to mention about positive stress if organization structure positively affects academician, but it is called negative stress if it negatively affects. Lack of fee and powers, injustice employee evaluation, not getting in return for work are important stress sources. In this study, some of the factors that affect stress levels (individual, organizational and physical environmental factors of academicians (professors, associate professors and assistant professors who work in Karadeniz Technical University are investigated by questionnaire method. The survey data is evaluated with Structural Equation Model (SEM which is prepared in statistical package programs SPSS 16.0 and AMOS 16.0 and the results are revealed. As a result, factors effecting academic members' stress levels are determined as individual and organizational factors (p<0,1. Thus, it is concluded that physical environmental factors such as noise, lightening and crowded place do not cause tension on academician

  12. Exploring nomological link between automated service quality, customer satisfaction and behavioural intentions with CRM performance indexing approach: Empirical evidence from Indian banking industry

    OpenAIRE

    Arup Kumar Baksi

    2013-01-01

    Automation in service delivery has increased the consumers’ expectation with regard to service quality and subsequently the perception of the same. Technology-driven services redefined quality dimensions and their subsequent impact on the behavioural outcomes of the consumers with specific reference to attitudinal loyalty and propensity to switch. Customer Relationship Management (CRM) has further reinforced the operational aspects of a service provider by integrating the behavioural perspect...

  13. CUSTOMER RELATIONSHIP MANAGEMENT AND BUSINESS STRATEGIES

    Directory of Open Access Journals (Sweden)

    Rozitta Chittaie

    2012-06-01

    Full Text Available Changing in the current competitive environment, increasing simplicity of penetrating into the competitive market, and rapid growing of information technology are essential motives for performing activities in an environment. Nowadays, some companies step into rapid and instant development of their markets in order to improve customer relationship. These companies through adopting customer relationship management (CRM systems can earn and retain their customers' loyalty. As a result, designing customer relationship management strategies can lead to market protection, customer value increase, and greater customer satisfaction opportunities for continuous promotion of the enterprise. Regarding the complexity and the variety of strategies associated with managing a business, information-related capability seems to be an essential capability for earning profit from companies' activities and competition among peers. Hence, relation and information are employed for managing the firms are vital tools for seizing opportunities and tackling future issues. Giving the information only employed to support a company’s performance, making crucial decision about surrounding environment, increasing competitive ability of the enterprise will be difficult for company. Furthermore, since increase of competitive ability is accompanied by making greater profit on the deal, methods of raising competitive ability is an interesting and critical issue. Therefore, companies through information technology, cost reduction, and development of low-level relations with customers can achieve greater profitability. This paper probes into customer relationship management and business strategies. The implications of CRM strategies are discussed in detail.

  14. Customer relationships marketing

    Directory of Open Access Journals (Sweden)

    Đorđević Bojan

    2005-01-01

    Full Text Available Market economy terms impose on modern companies the need to change their business relationships to customers. In this way has the term "customer relationship marketing", known as CRM, come into use. Customers are the most valuable asset of a company, and the wisdom and essence of CRM can be presented in two words - profitable and long-term. Modern customer is an individual. They are smart, informed, have great expectations and want only the best, and they can change their supplier by one click of the mouse. Every one of them is characterized by specific needs, and, in that sense the company must strive to satisfy them with the right offer at the right time and through the right channel. The aim of the company is to have loyal customers who will help the company make maximized profit and competitive advantage on the market.

  15. CUSTOMER LOYALTY THEORETICAL ASPECTS

    Directory of Open Access Journals (Sweden)

    Margarita IŠORAITĖ

    2016-08-01

    Full Text Available Customer loyalty - is a voluntary user solution for a long time to build relationships with the company. Loyalty is the user's desire for a long time to continue their relationship with a particular company, because loyal customers are those who purchase goods/services of the company from time to time. Loyalty can be treated as a customer desire, willingness to be a regular customer for a long time, buying and using the goods of the chosen companies by recommending them to friends and colleagues. Loyalty can be seen as a multi-dimension, covering behavioral and positional components, where positional aspect reflects customers' approach to business, while the behavioral dimension reveals a frequent and regular shopping, purchase quantity, size, range, availability, etc.

  16. How Customers Choose Hotels

    Directory of Open Access Journals (Sweden)

    Hera Oktadiana

    2011-05-01

    Full Text Available In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers through stages before deciding to purchase. Begin with the awareness about the needs, customers then find information about the product or service that could be used to solve the problems. After having the information, customers select the best product and service before deciding to purchase. After purchasing, the last stage is evaluation of product and service, whether it is satisfying or not.

  17. 75 FR 29567 - Extension of Agency Information Collection Activity Under OMB Review: Aviation Security Customer...

    Science.gov (United States)

    2010-05-26

    .... The collection involves surveying travelers to measure customer satisfaction of aviation security in...; Aviation Security Customer Satisfaction Performance Measurement Passenger Survey. TSA, with OMB's approval... to continue to assess customer satisfaction in an effort to more efficiently manage...

  18. Study of parameters affecting the performance of solar desiccant cooling systems

    Energy Technology Data Exchange (ETDEWEB)

    Pesaran, A A; Hoo, E A

    1993-01-01

    The performance of a solar desiccant cooling system depends on the performance of its components, particularly the desiccant dehumidifier and solar collectors. The desiccant dehumidifier performance is affected by the properties of the desiccant, particularly the shape of the isotherm and the regeneration temperature. The performance of a solar collector, as one would expect, depends on its operating temperature, which is very close to the desiccant regeneration temperature. The purpose of this study was to identify the desiccant isotherm shape (characterized by separation factor) that would result in the optimum performance - based on thermal coefficient of performance and cooling capacity - of a desiccant cooling cycle operating in ventilation mode. Different regeneration temperatures ranging from 65{degree}C to 160{degree}C were investigated to identify the corresponding optimum isotherm shape at each. Thermal COP dictates the required area of the solar collectors, and the cooling capacity is an indication of the size and cost of the cooling equipment. Staged and no-staged regeneration methods were studied.

  19. Study of parameters affecting the performance of solar desiccant cooling systems

    Energy Technology Data Exchange (ETDEWEB)

    Pesaran, A.A.; Hoo, E.A.

    1993-01-01

    The performance of a solar desiccant cooling system depends on the performance of its components, particularly the desiccant dehumidifier and solar collectors. The desiccant dehumidifier performance is affected by the properties of the desiccant, particularly the shape of the isotherm and the regeneration temperature. The performance of a solar collector, as one would expect, depends on its operating temperature, which is very close to the desiccant regeneration temperature. The purpose of this study was to identify the desiccant isotherm shape (characterized by separation factor) that would result in the optimum performance - based on thermal coefficient of performance and cooling capacity - of a desiccant cooling cycle operating in ventilation mode. Different regeneration temperatures ranging from 65[degree]C to 160[degree]C were investigated to identify the corresponding optimum isotherm shape at each. Thermal COP dictates the required area of the solar collectors, and the cooling capacity is an indication of the size and cost of the cooling equipment. Staged and no-staged regeneration methods were studied.

  20. Meta-analysis of Factors Affecting Occupational and Professional Performance of Agricultural Extension Agents

    Directory of Open Access Journals (Sweden)

    Mahshid Bahadori

    2016-03-01

    Full Text Available The purpose of this research is to do a meta-analysis of studies about the results of researches conducted related to the factors affecting the occupational and professionalism performance in the field of agricultural extension agents, in order to integrate the results of research independently carried out to obtain more accurate and more cohesive results. In order to achieve the goal, 177 researches made on the occupational and professional performance (occupational performance, professional performance, professional competence, professional developmentwere collected from sites magiran & sid, and among them, 10 research were selected utilizing tools "check list of technical and methodological research" (including appropriate reliability and validity statistical and sampling correct methodto review and metaanalysis. The results showed that professional features have the greatest impact on the professional and occupational performance of agricultural extension agents. As well, skills and technical competence, the number of field visits, membership of organizations, participation in in-service training courses and access to educational facilities have a high impact on occupational and professional performance. The researchers confirmed these results.

  1. Does Congruence Between Incentive System and Locus of Control Affect Team Performance?

    Directory of Open Access Journals (Sweden)

    Mutmainah Siti

    2017-01-01

    Full Text Available Teamwork is an essential element in most organizations; however, little is known about the best fit among incentive system, team composition, and team performance. This study examines whether the congruence between incentive system and locus of control (LoC affects team performance. To reconcile opposite lines of arguments regarding the best incentive system for a team, this paper uses the social identity perspective and person-environment fit theory to understand behavior in a group process. One hundred and five postgraduate students were assigned to three-person work groups, where they completed an independent task under one of two types of incentive—individual and group incentive—after their LoC was measured. Results suggest that group incentive results in an enhanced team performance and team performance is better when there is congruence between incentive system and LoC. Group incentive system combined with external LoC results in the best performance, while individual incentive results in a better team performance when combined with internal LoC.

  2. Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach

    Directory of Open Access Journals (Sweden)

    Matúš Horváth

    2012-10-01

    Full Text Available One of the key performance indicators of quality management system of an organization is customer satisfaction. The process of monitoring customer satisfaction is therefore an important part of the measuring processes of the quality management system. This paper deals with new ways how to analyse and monitor customer satisfaction using the analysis of data containing how the customers use the organisation services and customer leaving rates. The article used cluster analysis in this process for segmentation of customers with the aim to increase the accuracy of the results and on these results based decisions. The aplication example was created as a part of bachelor thesis.

  3. Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach

    Directory of Open Access Journals (Sweden)

    Matúš Horváth

    2012-11-01

    Full Text Available One of the key performance indicators of quality management system of an organization is customer satisfaction. The process of monitoring customer satisfaction is therefore an important part of the measuring processes of the quality management system. This paper deals with new ways how to analyse and monitor customer satisfaction using the analysis of data containing how the customers use the organisation services and customer leaving rates. The article used cluster analysis in this process for segmentation of customers with the aim to increase the accuracy of the results and on these results based decisions. The aplication example was created as a part of bachelor thesis.

  4. Spatial environmental heterogeneity affects plant growth and thermal performance on a green roof

    Energy Technology Data Exchange (ETDEWEB)

    Buckland-Nicks, Michael; Heim, Amy; Lundholm, Jeremy, E-mail: jlundholm@smu.ca

    2016-05-15

    Green roofs provide ecosystem services, including stormwater retention and reductions in heat transfer through the roof. Microclimates, as well as designed features of green roofs, such as substrate and vegetation, affect the magnitude of these services. Many green roofs are partially shaded by surrounding buildings, but the effects of this within-roof spatial environmental heterogeneity on thermal performance and other ecosystem services have not been examined. We quantified the effects of spatial heterogeneity in solar radiation, substrate depth and other variables affected by these drivers on vegetation and ecosystem services in an extensive green roof. Spatial heterogeneity in substrate depth and insolation were correlated with differential growth, survival and flowering in two focal plant species. These effects were likely driven by the resulting spatial heterogeneity in substrate temperature and moisture content. Thermal performance (indicated by heat flux and substrate temperature) was influenced by spatial heterogeneity in vegetation cover and substrate depth. Areas with less insolation were cooler in summer and had greater substrate moisture, leading to more favorable conditions for plant growth and survival. Spatial variation in substrate moisture (7%–26% volumetric moisture content) and temperature (21 °C–36 °C) during hot sunny conditions in summer could cause large differences in stormwater retention and heat flux within a single green roof. Shaded areas promote smaller heat fluxes through the roof, leading to energy savings, but lower evapotranspiration in these areas should reduce stormwater retention capacity. Spatial heterogeneity can thus result in trade-offs between different ecosystem services. The effects of these spatial heterogeneities are likely widespread in green roofs. Structures that provide shelter from sun and wind may be productively utilized to design higher functioning green roofs and increase biodiversity by providing habitat

  5. Factors affecting cadence choice during submaximal cycling and cadence influence on performance.

    Science.gov (United States)

    Hansen, Ernst A; Smith, Gerald

    2009-03-01

    Cadence choice during cycling has been of considerable interest among cyclists, coaches, and researchers for nearly 100 years. The present review examines and summarizes the current knowledge of factors affecting the freely chosen cadence during submaximal cycling and of the influence of cadence choice on performance. In addition, suggestions for future research are given along with scientifically based, practical recommendations for those involved in cycling. Within the past 10 years, a number of papers have been published that have brought novel insight into the subject. For example, under the influence of spinal central pattern generators, a robust innate voluntary motor rhythm has been suggested as the primary basis for freely chosen cadence in cycling. This might clarify the cadence paradox in which the freely chosen cadence during low-to-moderate submaximal cycling is considerably higher and thereby less economical than the energetically optimal cadence. A number of factors, including age, power output, and road gradient, have been shown to affect the choice of cadence to some extent. During high-intensity cycling, close to the maximal aerobic power output, cyclists choose an energetically economical cadence that is also favorable for performance. In contrast, the choice of a relatively high cadence during cycling at low-to-moderate intensity is uneconomical and could compromise performance during prolonged cycling.

  6. Mass Rearing History and Irradiation Affect Mating Performance of the Male Fruit Fly, Anastrepha obliqua

    Science.gov (United States)

    Rull, Juan; Encarnación, Nery; Birke, Andrea

    2012-01-01

    As an initial step to improve the efficiency of the sterile insect technique applied to eradicate, suppress, and control wild Anastrepha obliqua (Macquart) (Diptera: Tephritidae) in mango producing areas of Mexico, the effect of radiation dose and mass rearing history on male mating performance was examined. Field cage tests in which both male and female laboratory flies were irradiated at different doses (0, 40, and 80 Gy) were released with cohorts of wild flies of both sexes, revealing that both mass rearing history and irradiation affected male mating performance. Laboratory males were accepted for copulation by wild females less frequently than wild males. Copulations involving laboratory males were shorter than those involving wild males. Irradiated males mated less frequently with wild females than wild males, and irradiated females appeared to be less able to reject courting males of both origins. High levels of fertility for untreated laboratory females crossed with males irradiated at different doses may reflect problems in mass rearing affecting homogeneity of pupal age before irradiation, and possibly masked a dose effect. Proposed remedial measures to improve male mating performance are discussed. PMID:22957485

  7. Customer Credit Risk Assessment using Artificial Neural Networks

    Directory of Open Access Journals (Sweden)

    Nasser Mohammadi

    2016-03-01

    Full Text Available Since the granting of banking facilities in recent years has faced problems such as customer credit risk and affects the profitability directly, customer credit risk assessment has become imperative for banks and it is used to distinguish good applicants from those who will probably default on repayments. In credit risk assessment, a score is assigned to each customer then by comparing it with the cut-off point score which distinguishes two classes of the applicants, customers are classified into two credit statuses either a good or bad applicant. Regarding good performance and their ability of classification, generalization and learning patterns, Multilayer Perceptron Neural Network model trained using various Back-Propagation (BP algorithms considered in designing an evaluation model in this study. The BP algorithms, Levenberg-Marquardt (LM, Gradient descent, Conjugate gradient, Resilient, BFGS Quasinewton, and One-step secant were utilized. Each of these six networks runs and trains for different numbers of neurons within their hidden layer. Mean squared error (MSE is used as a criterion to specify optimum number of neurons in the hidden layer. The results showed that LM algorithm converges faster to the network and achieves better performance than the other algorithms. At last, by comparing classification performance of neural network with a number of classification algorithms such as Logistic Regression and Decision Tree, the neural network model outperformed the others in customer credit risk assessment. In credit models, because the cost that Type II error rate imposes to the model is too high, therefore, Receiver Operating Characteristic curve is used to find appropriate cut-off point for a model that in addition to high Accuracy, has lower Type II error rate.

  8. Factors affecting Safety Performance in Repair, Maintenance, Alteration, and Addition (RMAA Projects

    Directory of Open Access Journals (Sweden)

    Adnan Enshassi

    2014-11-01

    Full Text Available Repair, Maintenance, Alteration and Addition (RMAA works are playing an increasingly important role in developing countries. The accidents and fatalities records of RMAA sector in Gaza Strip have been alarmingly high; however, research in the RMAA sector remains limited. Safety of RMAA works has long been neglected because the project sizes of RMAA are small and only last for a short period of time, which make the working environment of RMAA works more difficult to control than new building works. The aim of this paper is to identify, valuate and rank the most important factors that affect safety performance and the most important causes of fatal accidents in RMAA projects. A questionnaire survey was used in this study. The results revealed that poor safety awareness of managers in maintenance firms and lack of training of RMAA workers for handling multi-tasks were the most important factors that affecting safety performance of RMAA works. The results showed that ineffectiveness of lack of training and certification of competence; immature corporate systems of firms which does not care with safety and health through RMAA works, and lack of leadership from government as a key client are the most significant causes of construction fatal accidents of RMAA projects. The results also indicated that the macro level factor is the most important category that causes fatal accidents in RMAA works. It is recommended to enhance the awareness of construction firms, project managers and workers regarding the importance of safety performance in repair and maintenance works and strengthen site monitoring and supervision system in construction firms. Safety training courses should be organized for workers and project managers in order to improve their safety culture and competence regarding safety performance through repair and maintenance works. Furthermore the RMAA subcontractors should be selected according to their good records of safety performance.

  9. Performance level affects the dietary supplement intake of both individual and team sports athletes.

    Science.gov (United States)

    Giannopoulou, Ifigenia; Noutsos, Kostantinos; Apostolidis, Nikolaos; Bayios, Ioannis; Nassis, George P

    2013-01-01

    Dietary supplement (DS) intake is high in elite level athletes, however few studies have investigated the impact that the performance level of the athletes has on supplementation intake in individual and team sports. The purpose of the study was to determine and compare the DS intake among individual and team sport athletes of various performance levels. A total of 2845 participants (athletes: 2783, controls: 62) between the ages of 11 and 44 years old participated in the study. A 3-page questionnaire was developed to assess the intake of DS. Athletes were categorized based on participation in individual (n = 775) and team sports (n = 2008). To assess the effect of performance level in supplementation intake, athletes were categorized based on training volume, participation in the national team, and winning at least one medal in provincial, national, international or Olympic games. Overall, 37% of all athletes of various performance levels reported taking at least one DS in the last month. A higher prevalence of DS intake was reported in individual (44%) compared to team sport athletes (35%) (p < 0.001). Athletes of high performance level reported greater DS intake compared to lower performance athletes. Males reported a significantly greater prevalence of DS intake compared to females. The most popular supplement reported was amino acid preparation with the main reason of supplementation being endurance improvements. In conclusion, performance level and type of sport appear to impact the DS practices of male and female athletes. These findings should be validated in other populations. Key points37% of Mediterranean athletes of various sports and levels have reported taking dietary supplements.The performance level of the athletes affects the dietary supplementation intake.Athletes in individual sports appear to have a higher DS intake compared to team sport athletes.Male athletes appear to take more dietary supplements compared to female athletes.

  10. Influence of custom-made implant designs on the biomechanical performance for the case of immediate post-extraction placement in the maxillary esthetic zone: a finite element analysis.

    Science.gov (United States)

    Chen, Jianyu; Zhang, Zhiguang; Chen, Xianshuai; Zhang, Xiao

    2017-01-29

    Due to the increasing adoption of immediate implantation strategies and the rapid development of the computer aided design/computer aided manufacturing technology, a therapeutic concept based on patient-specific implant dentistry has recently been reintroduced by many researchers. However, little information is available on the designs of custom-made dental implant systems, especially their biomechanical behavior. The influence of the custom-made implant designs on the biomechanical performance for both an immediate and a delayed loading protocol in the maxillary esthetic zone was evaluated by means of the finite element (FE) method. FE models of three dental implants were considered: a state of the art cylindrical implant and two custom-made implants designed by reverse engineering technology, namely a root-analogue implant and a root-analogue threaded implant. The von Mises stress distributions and micro-motions around the bone-implant interfaces were calculated using ANSYS software. In a comparison of the three implant designs for both loading protocols, a favorable biomechanical performance was observed for the use of root-analogue threaded implant which approximated the geometry of natural anterior tooth and maintained the original long-axis. The results indicated that bone-implant interfacial micro-motion was reduced and a favorable stress distribution after osseointegration was achieved.

  11. Relationship Between Customer Interaction and New Product Development Performance: Organizational Learning and Knowledge Innovation's Effect%顾客互动和新产品开发绩效的关系研究

    Institute of Scientific and Technical Information of China (English)

    周飞; 沙振权

    2011-01-01

    New product development is a highly intensive process of knowledge creation. Customer interaction not only bring the enterprise the new ideas to product development, but providing effective feedback before enterprises new products launched into market and reduce the risk of new product development. In this study, 157 high-tech enterprises in the PRD questionnaire are surveyed: The customer interaction have a direct positive effect on new product development performance; Organizational learning, knowledge innovation play a mediation role between customer interaction and new product development performance.%新产品开发是一个高度密集的知识创造过程,顾客互动不仅给企业带来产品开发的新创意和新想法,并在新产品上市前为企业提供有效的信息反馈,降低新产品开发风险.对珠三角157家高科技企业的问卷调查显示:顾客互动能够对新产品开发绩效产生直接的正向影响,组织学习和知识创新在顾客互动与新产品开发绩效的关系中存在中介效应.

  12. Customer Clustering Based on Customer Purchasing Sequence Data

    Directory of Open Access Journals (Sweden)

    Yen-Chung Liu

    2017-01-01

    Full Text Available Customer clustering has become a priority for enterprises because of the importance of customer relationship management. Customer clustering can improve understanding of the composition and characteristics of customers, thereby enabling the creation of appropriate marketing strategies for each customer group. Previously, different customer clustering approaches have been proposed according to data type, namely customer profile data, customer value data, customer transaction data, and customer purchasing sequence data. This paper considers the customer clustering problem in the context of customer purchasing sequence data. However, two major aspects distinguish this paper from past research: (1 in our model, a customer sequence contains itemsets, which is a more realistic configuration than previous models, which assume a customer sequence would merely consist of items; and (2 in our model, a customer may belong to multiple clusters or no cluster, whereas in existing models a customer is limited to only one cluster. The second difference implies that each cluster discovered using our model represents a crucial type of customer behavior and that a customer can exhibit several types of behavior simultaneously. Finally, extensive experiments are conducted through a retail data set, and the results show that the clusters obtained by our model can provide more accurate descriptions of customer purchasing behaviors.

  13. Evidence that emotional intelligence is related to job performance and affect and attitudes at work.

    Science.gov (United States)

    Lopes, Paulo N; Grewal, Daisy; Kadis, Jessica; Gall, Michelle; Salovey, Peter

    2006-01-01

    The relation between emotional intelligence, assessed with a performance measure, and positive workplace outcomes was examined in 44 analysts and clerical employees from the finance department of a Fortune 400 insurance company. Emotionally intelligent individuals received greater merit increases and held higher company rank than their counterparts. They also received better peer and/or supervisor ratings of interpersonal facilitation and stress tolerance than their counterparts. With few exceptions, these associations remained statistically significant after controlling for other predictors, one at a time, including age, gender, education, verbal ability, the Big Five personality traits, and trait affect.

  14. Rapid weight loss followed by recovery time does not affect judo-related performance.

    Science.gov (United States)

    Artioli, Guilherme G; Iglesias, Rodrigo T; Franchini, Emerson; Gualano, Bruno; Kashiwagura, Daniel B; Solis, Marina Y; Benatti, Fabiana B; Fuchs, Marina; Lancha Junior, Antonio H

    2010-01-01

    In this study, we investigated the effects of rapid weight loss followed by a 4-h recovery on judo-related performance. Seven weight-cycler athletes were assigned to a weight loss group (5% body weight reduction by self-selected regime) and seven non-weight-cyclers to a control group (no weight reduction). Body composition, performance, glucose, and lactate were assessed before and after weight reduction (5-7 days apart; control group kept weight stable). The weight loss group had 4 h to re-feed and rehydrate after the weigh-in. Food intake was recorded during the weight loss period and recovery after the weigh-in. Performance was evaluated through a specific judo exercise, followed by a 5-min judo combat and by three bouts of the Wingate test. Both groups significantly improved performance after the weight loss period. No interaction effects were observed. The energy and macronutrient intake of the weight loss group were significantly lower than for the control group. The weight loss group consumed large amounts of food and carbohydrate during the 4-h recovery period. No changes were observed in lactate concentration, but a significant decrease in glucose during rest was observed in the weight loss group. In conclusion, rapid weight loss did not affect judo-related performance in experienced weight-cyclers when the athletes had 4 h to recover. These results should not be extrapolated to inexperienced weight-cyclers.

  15. Physical activity in the school setting: cognitive performance is not affected by three different types of acute exercise

    NARCIS (Netherlands)

    Van den Berg, Vera; Saliasi, Emi; De Groot, Renate; Jolles, Jelle; Chinapaw, Mai; Singh, Amika

    2016-01-01

    Recent studies indicate that a single bout of physical exercise can have immediatepositive effects on cognitive performance of children and adolescents. However, thetype of exercise that affects cognitive performance the most in young adolescents isnot fully understood. Therefore, this controlled

  16. Measuring Air Force Contracting Customer Satisfaction

    Science.gov (United States)

    2015-12-01

    continuously evolved over the years. Many businesses use SCM as a barometer for organizational performance and to gain a competitive advantage over other...Priority List PM Program Manager PWS Performance Work Statement SCM Supply Chain Management SOO Statement of Objectives SOW Statement of Work TQM...Supply Chain Management ( SCM ) perspective, an external customer is a “downstream customer” and an internal customer is an “upstream supplier” (Ou

  17. Customer Loyalty Measurement at Czech Organizations

    Directory of Open Access Journals (Sweden)

    David Vykydal

    2013-07-01

    Full Text Available All organizations certified against the ISO 9001 requirements must also measure customer satisfaction. But customer loyalty represents quality management system maturity on higher level of objectivity. An purpose of the article is bring set of information on current state analysis of customer loyalty measurement at Czech companies. Principal methodology of this analysis was special field survey and our research too. Results of special research performed through focus groups, based on risk analysis in the field of quality management principles implementation, are presented there as a part of findings. The another important findings show that customer loyalty measurement is mostly underestimated or ignored at Czech organizations. Main reasons of such state are also described. As well as: the first proposal of original methodology how to measure three fundamental types of customer loyalty - advocasy, purchasing and retention loyalty is also included to this article.

  18. Measuring customer satisfaction in food industry

    Directory of Open Access Journals (Sweden)

    Parisa Akhtari

    2015-03-01

    Full Text Available Customers are financial and intellectual capital of the firm and its survival and success depend on the attitude and firm performance to its customers. The goal of this article is to study customer satisfaction in Bonny Chow National Distribution Company and offering a model to evaluate customer satisfaction and also to study strength and weakness to improve and facilitate the defects. This study is descriptive, because it collects data and analyzes hypothesis based on expert survey. The questionnaire used in this paper has 10 questions on measure customer satisfaction. The results show that responders were satisfied with the visitors and delivery personnel and they were dissatisfied with the firm. In other words hypothesis 1 and 2 were accepted and hypothesis 3 was rejected.

  19. ACHIEVING SUSTAINABLE TOURISM THROUGH CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Ispas Roxana

    2012-12-01

    Full Text Available In tourism, hotels play an important role and contribute to the economic growth in cities and other places endowed with attractions which are universally recognized. Two elements are essential in the tourism industry system: product quality and human resources. In terms of quality of the hotel services, that is the one that allows to the tourist enterprise to own a competitive advantage, gain competitive differentiation and reputation among customers by achieving a high degree of customer satisfaction. Hotel customer satisfaction would be impossible if the hotel management does not perform periodic evaluations on customer satisfaction and quality, which are the focus of this paper. Therefore, this paper focuses on customer satisfaction measured by the SERVQUAL model.

  20. Experiential marketing, customer satisfaction, behavioral intention: timezone game center surabaya

    OpenAIRE

    Rahardja, Christina; Anandya, Dudi

    2010-01-01

    Experience Economy now affects the progression of economics and customer value will increase whether companies offer memorable experiences. Experiential Marketing focuses on customer experiences from sense, feel, think, act and relate experiences, therefore called customers as affective decision makers. There is a lack of research on emotional response of service companies, and this research is directed to fill in the gap. Research aims to analyze the effect of experiential marketing on custo...

  1. Computer-Detected Attention Affects Foreign Language Listening but Not Reading Performance.

    Science.gov (United States)

    Lee, Shu-Ping

    2016-08-01

    No quantitative study has explored the influence of attention on learning English as a foreign language (EFL). This study investigated whether computer-detected attention is associated with EFL reading and listening and reading and listening anxiety. Traditional paper-based English tests used as entrance examinations and tests of general trait anxiety, reading, listening, reading test state anxiety, and listening test state anxiety were administered in 252 Taiwan EFL college students who were divided into High Attention (Conners' Continuous Performance Test, CPT EFL students with computer-detected low attention tendency was elevated and their EFL listening performance was affected, but those differences were not found in reading. © The Author(s) 2016.

  2. How Equalization Techniques Affect the TCP Performance of MC-CDMA Systems in Correlated Fading Channels

    Directory of Open Access Journals (Sweden)

    Giacomo Leonardi

    2007-12-01

    Full Text Available This paper investigates the impact of several equalization techniques for multicarrier code division multiple access systems on the performance at both lower and upper layers (i.e., physical and TCP layers. Classical techniques such as maximal ratio combining, equal gain combining, orthogonality restoring combining, minimum mean square error, as well as a partial equalization (PE are investigated in time- and frequency-correlated fading channels with various numbers of interferers. Their impact on the performance at upper level is then studied. The results are obtained through an integrated simulation platform carefully reproducing all main aspects affecting the quality of service perceived by the final user, allowing an investigation of the real gain produced by signal processing techniques at TCP level.

  3. Female athletes: a population at risk of vitamin and mineral deficiencies affecting health and performance.

    Science.gov (United States)

    McClung, James P; Gaffney-Stomberg, Erin; Lee, Jane J

    2014-10-01

    Adequate vitamin and mineral status is essential for optimal human health and performance. Female athletes could be at risk for vitamin and mineral insufficiency due to inadequate dietary intake, menstruation, and inflammatory responses to heavy physical activity. Recent studies have documented poor iron status and associated declines in both cognitive and physical performance in female athletes. Similarly, insufficient vitamin D and calcium status have been observed in female athletes, and may be associated with injuries, such as stress fracture, which may limit a female athlete's ability to participate in regular physical activity. This review will focus on recent studies detailing the prevalence of poor vitamin and mineral status in female athletes, using iron, vitamin D, and calcium as examples. Factors affecting the dietary requirement for these vitamins and minerals during physical training will be reviewed. Lastly, countermeasures for the prevention of inadequate vitamin and mineral status will be described.

  4. Customer Loyalty Research : Can customer loyalty programs really build loyalty?

    OpenAIRE

    Romppanen, Maiju; Kellgren, Cecilia; Moradi, Ladan

    2007-01-01

    Background: During the last decades the efforts to foster customer relationships have become important due to increased competition in the consumer markets. One of the most popular strategies have been to introduce customer loyalty programs which are believed to enhance the customer loyalty. The popularity of the customer loyalty programs is based on the beliefs that loyal customers are lucrative and these programs would bond the customers to the company. More recently however, the discussion...

  5. RFM customer profitability analysis

    Directory of Open Access Journals (Sweden)

    Marinković Veljko

    2008-01-01

    Full Text Available Measuring the customer profitability is a very important activity for each and every modern marketing oriented firm. By identifying profitable customer segments, the efficiency and the effectiveness of the marketing strategies can be significantly improved. One of the best-known methods for identifying the most valuable customers is the RFM method. The application of this method is particularly important in the decision-making process related to justification of the application of the various direct marketing strategies, and especially when the introduction of the new product into the market is the key issue.

  6. Customs control of goods

    Directory of Open Access Journals (Sweden)

    Mentor Gashi

    2015-11-01

    Full Text Available Customs control, is regulated by law in different countries. Different countries define through the law, the control of goods.. Main purpose of this paper is to analyze two types of customs controls, and their effect in reducing avoidance of duty or tax evasion which may be caused by the import of goods of certain companies. For this reason we researched which model is implemented in developing countries and what results were reached through questionnaires. In this sense the next research question, consists in defining the moment of customs control pre or post-clearance control of goods.

  7. Customer Communication Document

    Science.gov (United States)

    2009-01-01

    This procedure communicates to the Customers of the Automation, Robotics and Simulation Division (AR&SD) Dynamics Systems Test Branch (DSTB) how to obtain services of the Six-Degrees-Of-Freedom Dynamic Test System (SDTS). The scope includes the major communication documents between the SDTS and its Customer. It established the initial communication and contact points as well as provides the initial documentation in electronic media for the customer. Contact the SDTS Manager (SM) for the names of numbers of the current contact points.

  8. 76 FR 24339 - Streamlining Service Delivery and Improving Customer Service

    Science.gov (United States)

    2011-05-02

    ... standards and expectations, including, where appropriate, performance goals for customer service required by...; and (f) identifying ways to use innovative technologies to accomplish the customer service activities... Office of Science and Technology Policy shall assist and support agencies in developing customer service...

  9. HR customer service--FedEx.com or BUST!

    Science.gov (United States)

    Gerver, H M

    2001-09-01

    As the "customers" of the benefits department, employees, beneficiaries and retirees deserve best practice service delivery. This article describes a benefits administration operating model that can deliver high levels of customer service by furnishing accurate, consistent and timely information. Performance measurement is a key element in this type of customer satisfaction, particularly when outsourcing vendors are involved in the provision of benefits.

  10. 31 CFR 406.4 - Duties of customs officers.

    Science.gov (United States)

    2010-07-01

    ... 31 Money and Finance: Treasury 2 2010-07-01 2010-07-01 false Duties of customs officers. 406.4... 1934 AND GOLD REGULATIONS § 406.4 Duties of customs officers. The appropriate officials of the Bureau of Customs are hereby authorized and designated as the officers who shall perform such...

  11. The Performative Force of Bodies: Affective Realism in Contemporary Brazilian Cinema

    Directory of Open Access Journals (Sweden)

    Alessandra Brandão

    2015-10-01

    Full Text Available http://dx.doi.org/10.5007/2175-8026.2015v68n3p161 This paper traces the emergence of a younger generation of Brazilian filmmakers whose works bypass traditional themes in Brazilian cinema such as urban violence and historical revisionism to engage in post-identity politics avoiding narratives of nation, class and gender. One of the most prominent features in these recent works is a questioning of the status of the image, which vacillates between fiction and documentary without a point of resolution. This vacillation can be understood in terms of the performative nature of films like The Monsters, The Residents, The Earth Giveth, The Earth Taketh and Avenida Brasilia Formosa. Such films are centered around improvisations that open up the image to the real. Therefore, these films produce a space between fiction and documentary, between reality and artifice that is productive and politically charged. This proposal aims at discussing this “Brand New” Brazilian Cinema (Novísssimo Cinema Brasileiro and the performative force of bodies in its affective realism. No longer a referent for a sociological truth about Brazilian society, realism is taken as something that the image does, i. e., as an affect that challenges the viewer's response-ability.

  12. Neutronic analyses of design issues affecting the tritium breeding performance in different DEMO blanket concepts

    Energy Technology Data Exchange (ETDEWEB)

    Pereslavtsev, Pavel, E-mail: pavel.pereslavtsev@kit.edu [Karlsruhe Institute for Technology, Hermann-von-Helmholtz-Platz 1, 76344 Eggenstein-Leopoldshafen (Germany); Bachmann, Christian [EUROfusion – Programme Management Unit, Boltzmannstrasse 2, 85748 Garching (Germany); Fischer, Ulrich [Karlsruhe Institute for Technology, Hermann-von-Helmholtz-Platz 1, 76344 Eggenstein-Leopoldshafen (Germany)

    2016-11-01

    Highlights: • Realistic 3D MCNP model based on the CAD engineering model of DEMO. • Automated procedure for the generation and arrangement of the blanket modules for different DEMO concepts: HCPB, HCLL, WCLL, DCLL. • Several parameters affecting tritium breeding ratio (TBR) were investigated. • A set of practical guidelines was prepared for the designers developing the individual breeding blanket concepts. - Abstract: Neutronic analyses were performed to assess systematically the tritium breeding ratio (TBR) variations in the DEMO for the different blanket concepts HCPB, HCLL, WCLL and DCLL DEMOs due to modifications of the blanket configurations. A dedicated automated procedure was developed to fill the breeding modules in the common generic model in correspondence to the different concepts. The TBR calculations were carried out using the MCNP5 Monte Carlo code. The following parameters affecting the global TBR were investigated: TBR poloidal distribution, radial breeder zone depth, {sup 6}Li enrichment, steel content in the breeder modules, poloidal segmentation of the breeder blanket volume, size of gaps between blankets, thickness of the first wall and of the tungsten armour. Based on the results a set of practical guidelines was prepared for the designers developing the individual breeding blanket concepts with the goal to achieve the required tritium breeding performance in DEMO.

  13. Reading performance is not affected by a prism induced increase of horizontal and vertical vergence demand

    Directory of Open Access Journals (Sweden)

    Muriel eDysli

    2014-06-01

    Full Text Available Purpose Dyslexia is the most common developmental reading disorder that affects language skills. Latent strabismus (heterophoria has been suspected to be causally involved. Even though phoria correction in dyslexic children is commonly applied, the evidence in support of a benefit is poor. In order to provide experimental evidence on this issue, we simulated phoria in healthy readers by modifying the vergence tone required to maintain binocular alignment. MethodsVergence tone was altered with prisms that were placed in front of one eye in 16 healthy subjects to induce exophoria, esophoria, or vertical phoria. Subjects were to read one paragraph for each condition, from which reading speed was determined. Text comprehension was tested with a forced multiple choice test. Eye movements were recorded during reading and subsequently analysed for saccadic amplitudes, saccades per 10 letters, percentage of regressive (backward saccades, average fixation duration, first fixation duration on a word, and gaze duration.ResultsAcute change of horizontal and vertical vergence tone does neither significantly affect reading performance nor reading associated eye movements. Conclusion Prisms in healthy subjects fail to induce a significant change of reading performance. This finding is not compatible with a role of phoria in dyslexia. Our results contrast the proposal for correcting small angle heterophorias in dyslexic children.

  14. The effect of cognitive status and visuospatial performance on affective theory of mind in Parkinson's disease.

    Science.gov (United States)

    McKinlay, Audrey; Albicini, Michelle; Kavanagh, Phillip S

    2013-01-01

    It is now well accepted that theory of mind (ToM) functioning is impaired in Parkinson's disease (PD) patients. However, what remain unknown are the functions that underlie this impairment. It has been suggested that cognitive skills may be key in this area of functioning; however, many of the cognitive tests used to assess this have relied on intact visuospatial abilities. This study aimed to examine whether deficits in ToM were generated by cognitive or visuospatial dysfunction and the mediating effect of visuospatial function on ToM performance. Fifty PD patients (31 male, 19 female; mean age = 66.34 years) and 49 healthy controls (16 male, 33 female; mean age = 67.29 years) completed a ToM task (reading the mind in the eyes) and visuospatial task (line orientation). The results revealed that current cognitive status was a significant predictor for performance on the ToM task, and that 54% of the total effect of cognitive status on ToM was mediated by visuospatial abilities. It was concluded that visuospatial functioning plays an important mediating role for the relationship between executive dysfunction and affective ToM deficits in PD patients, and that visuospatial deficits may directly contribute to the presence of affective ToM difficulties seen in individuals with PD.

  15. A case study to determine stress sources affecting the academic performance

    Directory of Open Access Journals (Sweden)

    Aytaç Aydın

    2011-07-01

    Full Text Available 800x600 Normal 0 21 false false false TR X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Normal Tablo"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Times New Roman","serif";} Job stress affects academicians in terms of performance, scientific production, job satisfaction and health. This effect may differ according to the academicians in the structure of the organization. It is possible to mention about positive stress if organization structure positively affects academician, but it is called negative stress if it negatively affects. Lack of fee and powers, injustice employee evaluation, not getting in return for work are important stress sources. In this study, some of the factors that affect stress levels (individual, organizational and physical environmental factors of academicians (professors, associate professors and assistant professors who work in Karadeniz Technical University are investigated by questionnaire method. The survey data is evaluated with Structural Equation Model (SEM which is prepared in statistical package programs SPSS 16.0 and AMOS 16.0 and the results are revealed. As a result, factors effecting academic members' stress levels are determined as individual and organizational factors (p<0,1. Thus, it is concluded that physical environmental factors such as noise, lightening and crowded place do not cause tension on academician

  16. Cognition-Based and Affect-Based Trust as Mediators of Leader Behavior Influences on Team Performance

    Science.gov (United States)

    Schaubroeck, John; Lam, Simon S. K.; Peng, Ann Chunyan

    2011-01-01

    We develop a model in which cognitive and affective trust in the leader mediate the relationship between leader behavior and team psychological states that, in turn, drive team performance. The model is tested on a sample of 191 financial services teams in Hong Kong and the U.S. Servant leadership influenced team performance through affect-based…

  17. Cognition-Based and Affect-Based Trust as Mediators of Leader Behavior Influences on Team Performance

    Science.gov (United States)

    Schaubroeck, John; Lam, Simon S. K.; Peng, Ann Chunyan

    2011-01-01

    We develop a model in which cognitive and affective trust in the leader mediate the relationship between leader behavior and team psychological states that, in turn, drive team performance. The model is tested on a sample of 191 financial services teams in Hong Kong and the U.S. Servant leadership influenced team performance through affect-based…

  18. Factors Affecting Performance of Stock Market: Evidence from South Asian Countries

    Directory of Open Access Journals (Sweden)

    Aurangzeb

    2012-09-01

    Full Text Available This study identifies the factor affecting performance of stock market in South Asia. The data used in this study were collected from the period of 1997 to 2010 of 3 South Asian countries namely, Pakistan, India and Sri Lanka. Regression results indicate that foreign direct investment and exchange rate have significant positive impact on performance of stock market in South Asian countries while; interest rate has negative and significant impact on performance of stock market in South Asia. Results also indicate the negative but insignificant impact of inflation on stock market performance in South Asia. It is recommended that in order to take the full advantage of stock market and carry on with the international markets well managed macroeconomic policies are necessary in which interest rates and inflation rate are thoroughly monitor and try to reduce the value as much possible. It gives the confidence to the investors as well as the industries. It is also recommended that some extra benefits were given to the foreign investors because we observed that the influence of foreign investors is strong in this region.

  19. 顾客导向视角下图书馆绩效测评体系构建%Construction of library performance evaluation system from perspective of customer orientation

    Institute of Scientific and Technical Information of China (English)

    吴泽俊; 李迪

    2015-01-01

    图书馆绩效测评是近年来学界研究的热点问题,运用顾客导向理论构建非营利组织的图书馆绩效测评体系是十分必要的.通过对国内外图书馆绩效测评体系的分类分析,提出现代图书馆绩效测评体系必须融入顾客导向和平衡记分卡的思想,注重对服务质量和组织目标实现的测评;并初步构建了顾客导向视角下基于平衡计分卡的图书馆绩效测评体系.%Library performance evaluation system is a heated topic studied by academic circle in recent decade. It is necessary to apply customer orientation theory to the construction of library evaluation system in non-profit organiza-tions. On the basis of classification analysis to library performance evaluation systems at domestic and abroad,this study puts forward a notion of integrating customer orientation and balanced scorecard into modern library perform-ance evaluation system,which puts emphasis on the evaluation towards service quality and realization of organiza-tional objectives,and initially constructs a library performance evaluation system based on balanced scoreboard from the perspective of customer orientation as well.

  20. Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers

    Directory of Open Access Journals (Sweden)

    Charles Makanyeza

    2016-03-01

    Full Text Available Orientation: The study focused on the moderating role of the type of customer on the relationship between service quality and customer satisfaction.Research purpose: The study sought to examine differences in the relationship between service quality and customer satisfaction because of the type of customer.Motivation for the study: Previous studies have not examined the relationship between service quality and customer satisfaction between residential and business customers.Research design, approach and method: The study used a cross-section of 203 customers (108 residential and 95 business in the fixed-line telecommunications sector in Zimbabwe. Moderated regression analysis was performed to test the research hypotheses.Main findings: It was established that the customer category (residential versus business does not moderate the effect of service quality on customer satisfaction. Practical/managerial implications are, generally, that it is not necessary to segment customers by customer category (residential versus business when managing service quality to achieve customer satisfaction.Contribution/value add: The main theoretical contribution of the study is the comparison of the effect of service quality on customer satisfaction between residential and business customers.