WorldWideScience

Sample records for affect customer performance

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

    International Nuclear Information System (INIS)

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

    2002-01-01

    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 and predictable load

  2. Effect of Customer Satisfaction on Company Performance

    OpenAIRE

    Petr Suchánek; Maria Králová

    2015-01-01

    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 ...

  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. 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.

  5. Pengaruh Customer Accounting Sebagai Strategic Management Accounting Techniques Dan Customer Orientation Terhadap Organizational Performance

    OpenAIRE

    Lisa, Valentine

    2015-01-01

    This Study was done to examine the affect of customer accounting as strategic management accounting techniques and customer orientation to organizational performance. This study used primary data from questionnaires which were distributed to 50 manufacturing companies in Surabaya and Sidoarjo. The data collected would be analyzed by using Partial Least Square method to test the hypothesis. The result showed there were positive and significant influence from customer accounting and customer o...

  6. 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.

  7. Performance improvement plan in customer technical services

    International Nuclear Information System (INIS)

    Lachambre, L.

    1995-01-01

    This presentation centred around the philosophy, goals, and initiatives associated with Gaz Metropolitain's performance improvement plan. Various aspects of the plan including customer surveys, new customer service policies, the creation of small working units, the decentralization of the Montreal service department, and customer-harmonized shift schedules were explored. Implementation of new service plans and contracts, the formation of improvement groups related to human resources, human resource and productivity management, leadership training, and the use of performance indicators were also explained

  8. 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...

  9. 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...

  10. Factors affecting customer satisfaction of online travel agencies in India

    OpenAIRE

    Dutta, Sabyasachi; Kumar Chauhan, Ram; Chauhan, Kavita

    2017-01-01

    Purpose – The purpose of this paper is to identify the factors affecting customer satisfaction for online travel agencies in India. It will help guide existing online travel agencies and future entrants to have an in-depth understanding of customer satisfaction and customer loyalty in their domain. It will also help to improve their business operations and investment focus, which in turn will lead to greater customer satisfaction and loyalty. Design – This paper defines the concept of cust...

  11. 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...

  12. Efficiency, Customers' Satisfaction and Deposit Money Banks' Performance in Nigeria

    Directory of Open Access Journals (Sweden)

    Powel Maxwell Worimegbe

    2018-03-01

    Full Text Available Aim/purpose - The study seeks to explore the technical efficiency of Nigerian banks using production approach and; to establish the relationship that exists between technical efficiency, customers' satisfaction and bank performance in the face of a volatile economy. Design/methodology/approach - Data used in achieving the research objectives were from both primary and secondary sources. The Data Envelopment Analysis (DEA and Structural Equation Model (SEM were employed in the analysis of data. 600 hundred questionnaires from 18 deposit money banks. Findings - The study reveals that technical efficiency leads to customers' satisfaction. The findings also show that customers' satisfaction affects bank performance. Further- more, efficiency influences banks' financial performance and this indicates that banks that pursue improved financial performance using a singular approach may be fundamentally misguided. Research implications/limitations - The study has important implications because it suggests that Deposit Money Banks should concentrate effort firstly on efficiency before customers' satisfaction. Bank managers should also seek better way of meeting customers need thereby increasing their customers' satisfaction and increasing bank financial performance. The study is limited in scope since it does not look at other approaches in measuring bank efficiency; further studies should consider using intermediation, user-cost, asset, modern and value-added model approaches in measuring bank efficiency. Originality/value/contribution - The study focuses solely on deposit money banks in Nigeria and empirically analyses the effect of efficiency, customers' satisfaction on financial performance of deposit money banks in Nigeria(original abstract

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

    OpenAIRE

    Md. Rahman

    2014-01-01

    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 ques...

  14. 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.

  15. 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...

  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...... 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. A customer perspective on performance measurement in humanitarian supply chains

    OpenAIRE

    Schiffling, Sarah

    2013-01-01

    The increasing importance of services in SCM leads to a stronger focus on the customer perspective. Donors and beneficiaries are two distinct customer groups of humanitarian supply chains. This paper will analyse how this impacts performance measurement for example in the commonly used balanced scorecard, which includes a customer perspective. Keywords: Performance measurement, Humanitarian logistics, Customer perspective

  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. 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.

  20. 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.

  1. 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…

  2. customer relationship management and performance in the paint

    African Journals Online (AJOL)

    CIU

    2000-05-05

    May 5, 2000 ... engender high level of customer loyalty on organizational products in meeting the ... Key words: Customer relationship management, Performance, ... contact, commitment and after-sales service. ... also explain that by increasing customersatisfaction, customer .... To increase the market share, organizations.

  3. Explanation the factors affecting Customer Satisfaction in relationship CRM

    OpenAIRE

    MORADI ALIABADI, Bahareh; GOLMORADI, Ali; PARVIZY, Narges

    2015-01-01

    Abstract. In today's world of communication with the customer is the center of attention. In the center of this system is customer service and customer satisfaction Profitability for banks and financial institutions leads. The purpose of this study was therefore to introduce the system model of customer satisfaction, customer relationship can be established. The associated variables with customer satisfaction in the CRM are examined In this study.This study considers a conceptual model that i...

  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. Importance of Logistics Processes for Customer Service and Firm Performance: Evidence from Furniture Industry of Pakistan

    Directory of Open Access Journals (Sweden)

    Imran Qadir

    2017-11-01

    Full Text Available Research Question: This study examines the relationship between logistics processes, customer service and firm performance in the furniture industry of Pakistan. Motivation: Furniture industry in Pakistan comprises small and medium enterprises wherein production is mainly labor intensive. Therefore, the current study also investigates the mediating role of manufacturing flexibility for the relationship of logistics processes and customer service. The paper applies the logistics models developed by Bowesox (1974, Green et al.(2008, and Tracey (1998 to furniture industry. Idea: The core idea of the paper is to measure the effects of logistics process on customer service and the performance of furniture manufacturing firms. The study takes the logistics process as an independent variable, the customer service as the first dependent variable and manufacturing performance as a moderating variable. Data: Primary data on logistics, customer service, manufacturing flexibility and firm performance were conveniently collected through a questionnaire from owners/managers of 61 furniture manufacturing firms. Tool: Descriptive statistics, correlation and regression analyses were run to draw the results. Findings: Logistics processes positively affect customer service and firm performance. Customer service also exerts a positive effect on firm performance while the moderating role of manufacturing flexibility was not supported for the relationship of logistics processes and customer service. Contribution: Through efficiency in logistics processes, furniture manufacturing firms can serve customers in a superior way to ultimately achieve improved firm performance. The framework being restricted to efficiency of logistics processes only constitutes an important limitation of the study.

  8. 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....... 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...... for relationship management) has a positive correlation with firm performance, the impact is fully mediated by the firms’ relationship management capability. The paper also identifies internal and external drivers of customer relationship management innovation. Not surprisingly customer and competitor dynamics...

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

    NARCIS (Netherlands)

    Collins, Christy M.; Steg, Linda

    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

  10. How customers' offline experience affects the adoption of online banking

    OpenAIRE

    Estrella-Ramon, Antonia; Sanchez-Perez, Manuel; Swinnen, Gilbert

    2016-01-01

    Purpose - The purpose of this paper is to examine the impact of customers' offline transaction behaviour in the form of loyalty and cross-buying on the adoption of self-service technology innovations by non-business customers in the context of online banking. Design/methodology/approach - This study extends the Diffusion of Innovation Theory, as well as the Technology Acceptance Model adapted to describe and model individual customer observed behaviours in the pre-adoption stage of the adopti...

  11. Beef customer satisfaction: factors affecting consumer evaluations of clod steaks.

    Science.gov (United States)

    Goodson, K J; Morgan, W W; Reagan, J O; Gwartney, B L; Courington, S M; Wise, J W; Savell, J W

    2002-02-01

    An in-home beef study evaluated consumer ratings of clod steaks (n = 1,264) as influenced by USDA quality grade (Top Choice, Low Choice, High Select, and Low Select), city (Chicago and Philadelphia), consumer segment (Beef Loyals, who are heavy consumers of beef; Budget Rotators, who are cost-driven and split meat consumption between beef and chicken; and Variety Rotators, who have higher incomes and education and split their meat consumption among beef, poultry, and other foods), degree of doneness, and cooking method. Consumers evaluated each steak for Overall Like, Tenderness, Juiciness, Flavor Like, and Flavor Amount using 10-point scales. Grilling was the predominant cooking method used, and steaks were cooked to medium-well and greater degrees of doneness. Interactions existed involving the consumer-controlled factors of degree of doneness and(or) cooking method for all consumer-evaluated traits for the clod steak (P affect any consumer evaluation traits or Warner-Bratzler shear force values (P > 0.05). One significant main effect, segment (P = 0.006), and one significant interaction, cooking method x city (P = 0.0407), existed for Overall Like ratings. Consumers in the Beef Loyals segment rated clod steaks higher in Overall Like than the other segments. Consumers in Chicago tended to give more uniform Overall Like ratings to clod steaks cooked by various methods; however, consumers in Philadelphia gave among the highest ratings to clod steaks that were fried and among the lowest to those that were grilled. Additionally, although clod steaks that were fried were given generally high ratings by consumers in Philadelphia, consumers in Chicago rated clod steaks cooked in this manner significantly lower than those in Philadelphia. Conversely, consumers in Chicago rated clod steaks that were grilled significantly higher than consumers in Philadelphia. Correlation and stepwise regression analyses indicated that Flavor Like was driving customer satisfaction of the

  12. 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.

  13. Perceived quality, perceived risk and customer trust affecting customer loyalty of environmentally friendly electronics products

    Directory of Open Access Journals (Sweden)

    Lalinthorn Marakanon

    2017-01-01

    Full Text Available At present, industrial business competition causes producers to be aware of quality, price, and variety in developing new products to meet the consumers' needs. This research reviewed the literature on green marketing and proposes a new conceptual framework of customer loyalty. It uses four constructs—perceived quality, perceived risk, customer trust, and customer loyalty—in the context of environmentally friendly electronics products in Thailand. This research employed an empirical study using the questionnaire survey method to verify the hypotheses. Data were obtained from 420 consumers who bought and used environmentally friendly electronic products, particularly mobile phones, computers, and laptops using a purposive sampling method. The data were analyzed using confirmatory factor analysis (CFA and structural equation modeling (SEM. The results showed that perceived risk and customer trust had a direct effect on customer loyalty while perceived quality had an indirect effect on customer loyalty via customer trust. Furthermore, perceived quality had direct effects on perceived risk and customer trust. The results from the final SEM model were used to confirm the proposed relationships among the variables.

  14. 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

  15. 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...

  16. An integrative framework to understand how CSR affects customer loyalty through identification, emotions and satisfaction .

    OpenAIRE

    Pérez Ruiz, Andrea; Rodríguez del Bosque Rodríguez, Ignacio Alfredo

    2015-01-01

    ABSTRACT: Because previous scholars have offered few comprehensive models to understand the benefits of corporate social responsibility image in terms of customer behaviour, the authors of this paper propose a hierarchy of effects model to study how customer perceptions of the social responsibility of companies influence customer affective and conative responses in a service context. The authors test a structural equation model using information collected directly from 1,124 customers of bank...

  17. HR PRACTICES, EMPLOYEE BEHAVIOR, CUSTOMER SATISFACTION, AND RESTAURANT PERFORMANCE

    OpenAIRE

    Smela, Stephen J.

    2002-01-01

    This paper looks at performance at the individual restaurant level from the perspective of management, customers and employees. The results are based on surveys of each of these three groups conducted between June and September 2001 at a sit-down, casual restaurant chain. There are several key findings. Service-related employee training and giving staff a say in making decisions improves customer satisfaction and loyalty. How employees perceive the service climate in their restaurant is a bet...

  18. AFFECTING CUSTOMER LOYALTY: DO DIFFERENT FACTORS HAVE VARIOUS INFLUENCES IN DIFFERENT LOYALTY LEVELS?

    OpenAIRE

    Andres Kuusik

    2007-01-01

    The current paper studies the influence of various factors on customer loyalty. The main hypothesis of the study insists that the list of most important factors affecting loyalty is dependant on the level of loyalty of costumers. LOGIT method was used for testing the hypotheses on the sample of survey data about 1000 private customers of the biggest telecommunication company in Estonia. The results reveal that four analysed factors affecting customer loyalty (satisfaction, trustworthiness, im...

  19. Factors Affecting Customers Adoption of Internet Banking in Pakistan

    Directory of Open Access Journals (Sweden)

    Samia Abbasi

    2017-06-01

    Full Text Available Unlike many developed countries, internet banking is a new phenomenon for Pakistani consumers as majority of banking customers seems to be fairly unfamiliar with different aspects of this service. This can be due to the diverse educational backgrounds, level of internet access, personal experiences and different socio-cultural backgrounds of customers. The present study looked at various factors influencing adoption of internet banking in Pakistan. The study used survey methodology with a sample of 250 individuals. Results of the research revealed reluctance to change has no significant impact on adoption of internet banking. On other hand access to internet, ease of use and security and privacy are found to be critical factors influencing adoption of internet banking. The results of the present study may facilitate policy makers and bank management to advance electronic banking services in Pakistan in a befitting manner. Lastly, managerial implications, study limitations and future research directions are provided.

  20. 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

  1. 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.

  2. Information Technology Managerial Capabilities and Customer Service Performance Among Insurance Firms in Nigeria

    Directory of Open Access Journals (Sweden)

    Sunday Adekunle Aduloju

    2014-12-01

    Full Text Available The potential of information technology (IT as an enabler of customer service process continues to generate interest, which is reflected in the large number of IT-related studies. In spite of the significant progress made in this area, research findings have been mixed and inconsistent. Also, the underlying mechanisms by which IT can affect customer service process remain underexamined. The aim of this study was to find out whether IT investments and IT managerial capabilities can account for variations in customer service performance among insurance companies in Nigeria. Using survey research design, the three formulated hypotheses were tested with data gathered from 402 staff at the managerial level drawn from the selected insurance companies in Nigeria, which have been among the largest investors in IT, and where customer service is widely perceived as strategically important. Responses were analyzed using linear regression. A major finding of this study is that IT is a necessary, but not sufficient, condition for sustainable competitive advantage in customer service. Results show that the interaction of IT investments and tacit, path-dependent, and firm-specific IT managerial capabilities significantly explains variations in customer service performance. Consequently, this study recommends that to realize IT-business value, investments in IT should be accompanied by building and developing IT managerial capabilities.

  3. 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.

  4. Customer vs. e-tailer:how tablet affects mobile commerce

    OpenAIRE

    Olaleye, S. A. (Sunday Adewale)

    2016-01-01

    Abstract The emergence of mobile devices, especially the tablet, has created chances and challenges for mobile commerce vendors across the continents, as they seek to increase their profits and optimize the users’ online shopping experience. This study examines how mobile devices affect mobile commerce with regards to tablet usage for online shopping in developed and developing nations. The intervention of mobile devices in mobile commerce should be aboveboard, so that it ca...

  5. The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance

    OpenAIRE

    Neil A. Morgan; Lopo Leotte Rego

    2006-01-01

    Managers commonly use customer feedback data to set goals and monitor performance on metrics such as “Top 2 Box” customer satisfaction scores and “intention-to-repurchase” loyalty scores. However, analysts have advocated a number of different customer feedback metrics including average customer satisfaction scores and the number of “net promoters” among a firm's customers. We empirically examine which commonly used and widely advocated customer feedback metrics are most valuable in predicting...

  6. 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...

  7. Delighting the Customer: Creativity-Oriented High-Performance Work Systems, Frontline Employee Creative Performance, and Customer Satisfaction

    OpenAIRE

    Martinaityte, Ieva; Sacramento, Claudia; Aryee, Samuel

    2016-01-01

    Drawing on self-determination theory, we proposed and tested a cross-level model of how perceived creativity-oriented high-performance work systems (HPWS) influence customer satisfaction. Data were obtained from frontline employees (FLEs), their managers, and branch records of two organizations (retail bank and cosmetics) in Lithuania. Results of multilevel structural equation modeling analyses revealed partial support for our model. Although perceived creativity-oriented HPWS related to crea...

  8. Psychological factors affecting equine performance

    OpenAIRE

    McBride, Sebastian D; Mills, Daniel S

    2012-01-01

    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 af...

  9. Customized bentonite pellets. Manufacturing, performance and gap filling properties

    Energy Technology Data Exchange (ETDEWEB)

    Marjavaara, P.; Holt, E.; Sjoeblom, V. [VTT Technical Research Centre of Finland, Espoo (Finland)

    2013-12-15

    The goal of this work was to provide knowledge about how to manufacture customized bentonite pellets and how customized bentonite pellets perform in practice during the nuclear repository construction process. The project was mainly focused on laboratory experimental tests to optimize the pellet filling by customizing the raw materials and pellet manufacturing. Bentonite pellets were made using both extrusion and roller compaction methods. The pellets were intended for use in gaps between compacted bentonite and the rock walls in both buffer deposition holes and tunnel backfilling. Performance of different types of custom-made pellets were evaluated with regard to their ease of manufacturing, density, crush strength, abrasion resistance, water holding capacity, free swelling and also their thermal conductivity. These evaluations were done in both Finland (by VTT) and Canada (by AECL). Over 50 different varieties of pellets were roller-compaction manufactured at AECL in Canada and 20 types of extrusion pellets at VTT in Finland. The parameters that were varied during manufacturing included: bentonite raw material type, water content, pellet sizes, bentonite compaction machine parameters, use of recycled pellets, and addition of two different types of filler (illite or granitic sand) at varying addition percentages. By examining the pellets produced with these methods and materials the performance and behaviour of the bentonite pellets were evaluated in laboratory with selected tests. The work done using extrusion pellets showed that it was possible to manufacture pellets with higher water contents, up to 21 % from MX-80. This water content value was higher than what was typically possible using roller-compaction method in this study. Higher water content values allow closer compatibility with the designed bentonite buffer water content. The extrusion tests also showed that the required production simulation runs could be made successfully with reference type of MX

  10. STUDY OF IDENTIFYING AND PRIORITIZING THE AFFECTING FACTORS ON BANK BRAND CUSTOMER LOYALTY

    OpenAIRE

    Zahra Aliyari; Yosef Beygzadeh

    2017-01-01

    Today, customer loyalty is the key to business success. By increased customers’ loyalty, market share and profitability level of enterprises will rise. Market perception along with planning and adopting appropriate strategies for making customers loyal and enhancing their rate of loyalty leads to long-term benefits for the enterprises. Given the importance of the issue, the goal of this study was to identify and prioritize the factors affecting loyalty to a banking brand from perspective of K...

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

    Directory of Open Access Journals (Sweden)

    Nitadpakorn S

    2017-09-01

    Full Text Available Background: 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. Objective: 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. Methods: 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. Results: 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. Conclusion: The study confirmed the indirect positive influence of customer perceptions about pharmacist on pharmacy customer devotion in providing pharmacy services via pharmacy

  13. Factors Affecting The Customer Saving in KC Singkawang Bank Syariah Mandiri

    Directory of Open Access Journals (Sweden)

    Maulina Fera

    2017-10-01

    Full Text Available This study aims to determine how much influence the product factor, quality of services provided, offered profit sharing ratio and religiosity factor customers to save customers' interest in Bank Syariah Mandiri (BSM KC Singkawang. The research location is in Singkawang, where people Singkawang has a multi-ethnic city that consists of three (3 the largest ethnic Chinese, Malay and Dayak. This underlying this research. The method used is an associative method, the data collection technique of distributing questionnaires to the respondents to explore related information about the factors that affect customers save on BSM KC Singkawang. This research resulted in the coefficient of determination (R2 of 0443 which means that the variable products, services, revenue sharing and religiosity can explain the customer's decision in BSM KC Singkawang saving of 44.3%. While the remaining 55.7% is influenced by other factors not included in this research model.

  14. 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.

  15. Assessing the Idaho Transportation Department's customer service performance.

    Science.gov (United States)

    2011-10-23

    This report assesses customer satisfaction with the Idaho Transportation Department. It also compares and contrasts the results of customer satisfaction surveys conducted for the Idaho Transportation Department with the results from other state trans...

  16. Customer and performance rating in QFD using SVM classification

    Science.gov (United States)

    Dzulkifli, Syarizul Amri; Salleh, Mohd Najib Mohd; Leman, A. M.

    2017-09-01

    In a classification problem, where each input is associated to one output. Training data is used to create a model which predicts values to the true function. SVM is a popular method for binary classification due to their theoretical foundation and good generalization performance. However, when trained with noisy data, the decision hyperplane might deviate from optimal position because of the sum of misclassification errors in the objective function. In this paper, we introduce fuzzy in weighted learning approach for improving the accuracy of Support Vector Machine (SVM) classification. The main aim of this work is to determine appropriate weighted for SVM to adjust the parameters of learning method from a given set of noisy input to output data. The performance and customer rating in Quality Function Deployment (QFD) is used as our case study to determine implementing fuzzy SVM is highly scalable for very large data sets and generating high classification accuracy.

  17. Customer Showrooming Behavior and the Effect on Salesperson Performance

    Directory of Open Access Journals (Sweden)

    Isabelle Sarah Astari

    2017-09-01

    Full Text Available Indonesia has become the biggest market for e-commerce as it has 250 million inhabitants. Growth of internet and online shopping has made retailers expand their businesses via smartphones. Shopping channels via the internet has given customers another channel to get information and buy products without visiting brick-and-mortar stores. This channel multiplicity potentially leads customers to do showrooming. In this research, showrooming in Indonesia will be explored with sunglasses as the research object and optic salespersons as the research subject. There are 178 samples collected in total for this research with 154 of them being used. Primary data is taken from optic salespersons at a prominent optics store in Jakarta. Partial Least Square (PLS is used as the data analysis method. The research results show that perceived showrooming behavior has a positive and significant effect on self-efficacy and salesperson performance. Moreover, salesperson self-efficacy also has a positive and significant effect on salesperson performance. Meanwhile, coping and cross-selling strategies have a moderate positive but not a significant effect.  These results reflect that salespersons do not respond negatively to customer’s showrooming behavior such as price comparison, window shopping, product information, product availability, and shopping via smartphone in front of the salesperson. Salespersons feel optimistic and confident when customers come  because they have been trained for customer orientation, availability of supervisory support, and belief that the customer will do their transaction in brick-and-mortar stores if they give a good explanation about the product. Bahasa Indonesia Abstrak: Indonesia telah menjadi pasar E-Commerce terbesar yang memiliki 250 Juta pengguna pertumbuhan Internet dan online shopping telah menjadikan Retailer berkembang bisnisnya melakui smart phone. Berbelanja melalui saluran Internet telah memberikan pelanggan untuk

  18. 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…

  19. 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.

  20. The affect of loyal customer concentration benefits when choosing banking and insurance service provider, Case: Etelä-Karjalan Osuuspankki

    OpenAIRE

    Suhonen, Sari

    2013-01-01

    The objective of this thesis was to examine how the loyal customer concentration benefits affect when a customer is choosing a banking and insurance service provider. The loyal customer concentration benefits are used in OP-Pohjola Group but this research only concerns Etelä-Karjalan Osuuspankki’s loyal customer concentration benefits. The purpose of the research was also to gain information about what clients think about these benefits: what benefits are important and how these benefits can ...

  1. Collaborating to innovate : effects on customer knowledge management and performance

    OpenAIRE

    Fidel Criado, Pilar; Schlesinger, María Walesska; Cervera Taulet, Amparo

    2015-01-01

    Scholars regard customer knowledge management (CKM) as a strategic resource for businesses to improve innovation, facilitate the detection of new market opportunities, and support long-term customer relationship management. However, literature suffers from a lack of understanding of customer collaboration's role in the innovation process and innovation orientation in CKM. Accordingly, this paper tests a model examining how both variables act as antecedents of CKM. The model also explores CKM ...

  2. 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

  3. Customer response to day-ahead market hourly pricing: Choices and performance

    International Nuclear Information System (INIS)

    Hopper, Nicole; Goldman, Charles; Bharvirkar, Ranjit; Neenan, Bernie

    2006-01-01

    Real-time pricing (RTP) has been advocated to address extreme price volatility and market power in electricity markets. This study of Niagara Mohawk Power Corporation's largest customers analyzes their choices and performance in response to day-ahead, default-service RTP. Overall price response is modest: 119 customers are estimated to reduce their peak demand by about 10% at high prices. Manufacturing customers are most responsive with a price elasticity of 0.16, followed by government/education customers (0.11), while commercial/retail, healthcare and public works customers are, at present, relatively unresponsive. Within market segments, individual customer response varies significantly. (author)

  4. Customer relationship management and performance in the paint ...

    African Journals Online (AJOL)

    A paradigm shift from sellers' market to buyers' market has necessitated the need for the organizations to entrench customer relationship management in meeting the demands of the changing business environment. The need for effective retention of hard-core customers driven by product quality and relationship assets ...

  5. 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.

  6. 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…

  7. Customer Relationship Management on Social Media Affecting Brand Loyalty of Siam Commercial Bank in Bangkok

    OpenAIRE

    Charawee Butbumrung

    2017-01-01

    The purpose of this research was to study customer relationship management on social media affecting brand loyalty of Siam Commercial Bank in Bangkok. The statistics used in data analysis were frequency, mean, standard deviation, and Pearson's correlation coefficient based on social science statistic program. The result of the study found that the majority of the respondents were female, 37–47 years old of age, bachelor degree of education and monthly income between 10,001 and 15,000 Baht. In...

  8. Identifying customer-focused performance measures : final report 655.

    Science.gov (United States)

    2010-10-01

    The Arizona Department of Transportation (ADOT) completed a comprehensive customer satisfaction : assessment in July 2009. ADOT commissioned the assessment to acquire statistically valid data from residents : and community leaders to help it identify...

  9. 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

  10. 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.

  11. A Modified Dynamic Evolving Neural-Fuzzy Approach to Modeling Customer Satisfaction for Affective Design

    Directory of Open Access Journals (Sweden)

    C. K. Kwong

    2013-01-01

    Full Text Available 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.

  12. Customer Showrooming Behavior and the Effect on Salesperson Performance

    OpenAIRE

    Isabelle Sarah Astari; Juanna Judith Huliselan; Martinus Tjhia Tjen Jong

    2017-01-01

    Indonesia has become the biggest market for e-commerce as it has 250 million inhabitants. Growth of internet and online shopping has made retailers expand their businesses via smartphones. Shopping channels via the internet has given customers another channel to get information and buy products without visiting brick-and-mortar stores. This channel multiplicity potentially leads customers to do showrooming. In this research, showrooming in Indonesia will be explored with sunglasses as the res...

  13. 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.

  14. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    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......, 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....... 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...

  15. 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".

  16. 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...

  17. A Feedback Loop Model of Postmerger Performance: Customers and Competitors.

    Science.gov (United States)

    Bastien, David T.

    1994-01-01

    Offers a case study of a merger of two local theaters. Finds that organizational change causes customers to change vendors; the announcement of a merger fuels efforts by competitors to "steal" market share; and organizational change leads to more organizational change. (SR)

  18. 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

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

    NARCIS (Netherlands)

    Raassens, N.; Wuyts, S.; 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

  20. 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...

  1. The Impact of a Customer Service Intervention and Facility Design on Firm Performance

    OpenAIRE

    Joanne M. Sulek; Mary R. Lind; Ann S. Marucheck

    1995-01-01

    The purpose of this research was to investigate the impact of a customer service intervention and store design on store performance within a regional food retailing chain. A longitudinal study examines the organization's implementation of a customer service intervention which utilized new service standards and customer feedback mechanisms. Moreover, the chain provided a natural experiment, since the forty-six stores in this chain represented three levels of facility design ranging from the tr...

  2. Findings of the research on factors affecting potential switching behavior of loyal customers

    OpenAIRE

    Zikienė, Kristina

    2010-01-01

    Building relationships with customers often becomes the activity that further guarantees successful competition for the organization in ever-changing business world. Different scientists acknowledge customer relationship to be of benefit for organizations on a long-term basis by emphasizing economic and non-economic benefits resultant from customer loyalty. However, the analysis of practical examples shows that customer loyalty is not static, but changeable. However, the importance of custome...

  3. 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.

  4. The relationship between customer satisfaction, social responsibility, and long-run financial performance

    Directory of Open Access Journals (Sweden)

    Yi-Chen Wang

    2012-12-01

    Full Text Available This paper investigates the link between long-run corporate financial performance, corporate social responsibility, and customer satisfaction. Using annual financial data, customer satisfaction index, and the Dow Jones Sustainability Index, the paper seeks to establish whether it pays organizations to use ethical methods in striving to be sustainable. Data used for this research cover the period 2001 to 2008. We used dynamic panel data linear regression models to analyze the effect of customer satisfaction and social responsibility on short-run and long-run financial performance. It was found that it may benefit organizations to use ethical methods in pursuing sustainability. since organizations who invest time, money, and effort in corporate social responsibility activities, their good reputations and satisfied customers yield long-term cash flow growth. Keywords: corporate customer satisfaction, Corporate Social Responsibility, corporate financial performance DisciplinesL business studies, international studies, ethics, finance studies

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

    OpenAIRE

    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 anal...

  6. 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

  7. The impact of ISP, BPR, and customization on ERP performance in manufacturing SMEs of Korea

    Directory of Open Access Journals (Sweden)

    Jong-Weon Kim

    2017-01-01

    Full Text Available Purpose - This paper aims to assess how enterprise resource planning (ERP performance of Korean small and medium enterprises in manufacturing differs according to different levels of business process reengineering (BPR, information strategic planning (ISP and ERP customization. Design/methodology/approach - A questionnaire survey was carried out in this research. Responses from 96 small and medium manufacturing companies that have adopted ERP systems were analyzed. Findings - The results of this study suggest that ISP and BPR implementation are positively correlated to ERP performance. Originality/value - While consulting and customization costs have positive impacts on ERP performance, the level of customization does not influence performance. As one of the pioneering studies that investigate the impact of BPR, ISP and ERP customization on small and medium manufacturing companies, this research contributes to both theory and practice.

  8. Assessing the performance and benefits of customer distributed generation developers under uncertainties

    International Nuclear Information System (INIS)

    Zangiabadi, Mansoureh; Feuillet, Rene; Lesani, Hamid; Hadj-Said, Nouredine; Kvaloy, Jan T.

    2011-01-01

    In this paper, the performance of customer-owned distributed generation (DG) units is quantified from different perspectives through an uncertainty study. A Monte Carlo-based method is applied to assess the stochastic operation of the customer-owned DG units in the power distribution system. Several cases are studied to analyze the impact on system performance of using such generators, with the emphasis on benefits. The results of the studied cases show that proper operation of customer-owned DG units placed close to significant consumption centers offers several benefits which lead to significant energy savings and improvement in the performance indices while maintaining the cost-effectiveness. Furthermore, based on the energy demand, different electricity price scenarios considering a cost sensitivity analysis are performed to indicate how the variations in electricity price influence each scenario's feasibility. It is concluded that implementation of a proper energy purchase policy, and allocating the benefits of DG units to the owners, improves the economic performance of their investments and encourages customer DG developers to connect DG to the distribution network. -- Research highlights: → Focusing on the main drives for customers and utilities to adopt DG solutions. → Assessing the stochastic operation of the customer-owned DG units in the power distribution system using Monte Carlo method. → Studying the technical and economic impacts of customer-owned DG units in a distribution system. → Implementing the proper power purchase policy by the utility to encourage DG owners to operate at peak load periods. → Performing different electricity price scenarios to indicate the ability of customer-owned DG units to reduce the volatility in prices.

  9. Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA and Customer Satisfaction Index (CSI

    Directory of Open Access Journals (Sweden)

    Helia Vembri Noor

    2018-01-01

    Full Text Available As a major health referral centre, the hospital demanded to provide comprehensive services provided by a multi-disciplinary team according to the needs of patient. In the expansion of a growing number of hospitals in Yogyakarta especially Sleman area where retreat acquire customers even more stringent, it is necessary to increase the quality of services. There are five determinants of service quality namely: reliability, responsiveness, assurance, empathy, and tangible. Collecting data is done by observation and distributing questionnaires to 70 respondents, and Importance-Performance Analysis and Customer Satisfaction Index are used to determine satisfaction level of outpatients. As a results, six out of twenty attributes need improvement, namely: a The condition of the hospital is clean, comfortable and tidy; b Guidance and information boards poly is easy to see and read; c The ease and accuracy of obtaining information for patients (referrals, lab results, etc.; d The hospital staff has a quick response to the needs of patients; e Attention physicians in managing patients and willingness to provide a particular time for consultation; and f The prescribed medication is suitable and safe. It is known that the value of CSI by 76% means the service is not satisfied the patient.

  10. Brand advocacy in the frontline : how does it affect customer satisfaction?

    NARCIS (Netherlands)

    Schepers, J.J.L.; Nijssen, E.J.

    Purpose Many organizations expect their service engineers, or frontline employees (FLEs), to behave as brand advocates by engaging in favorable communication about the brand and its offerings towards customers. However, this approach is not without risk as customers may be disappointed or even

  11. 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

  12. Competitiveness of firms, performance and customer orientation measures – empirical survey results

    Directory of Open Access Journals (Sweden)

    Alena Klapalová

    2011-01-01

    Full Text Available The purpose of this paper is to presents results from two empirical surveys concerning selected factors which can be connected to customer orientation, performance and competitiveness of firms. The purpose of the surveys was also to reveal potential differences between sectors arising from not only the different influences of internal but as well as external environment. A survey instrument was developed to analyse the relationship between several variables measuring customer orientation of surveyed firms and between these factors and level of financial performance. Several statistical methods were applied to analyse the data, specifically descriptive statistics (means and standard deviations, one-way analysis of variance (ANOVA with Bonferroni post-hoc test using financial performance for clustering firms and for assessment of potential differences of customer orientation criteria evaluation and Spearman rank correlation coefficients to assess the linear bivariate relationship between customer orientation variables. The results of ANOVA show that only the innovativeness is distinctive distinguishing criteria in conformity with the indicators of financial prosperity and that there are some differences between companies from two groups of sectors within the managers’ perception of customer orientation criteria performance.

  13. How does concurrent sourcing affect performance?

    DEFF Research Database (Denmark)

    Mols, Niels Peter

    2010-01-01

    be modelled. The propositions and discussion offer researchers a starting-point for further research. Practical implications – The propositions that are developed suggest that managers should consider using concurrent sourcing when they face problems caused by volume uncertainty, technological uncertainty....../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...... how concurrent sourcing affects performance of the market and the hierarchy....

  14. 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.

  15. 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.

  16. Automatic user customization for improving the performance of a self-paced brain interface system.

    Science.gov (United States)

    Fatourechi, Mehrdad; Bashashati, Ali; Birch, Gary E; Ward, Rabab K

    2006-12-01

    Customizing the parameter values of brain interface (BI) systems by a human expert has the advantage of being fast and computationally efficient. However, as the number of users and EEG channels grows, this process becomes increasingly time consuming and exhausting. Manual customization also introduces inaccuracies in the estimation of the parameter values. In this paper, the performance of a self-paced BI system whose design parameter values were automatically user customized using a genetic algorithm (GA) is studied. The GA automatically estimates the shapes of movement-related potentials (MRPs), whose features are then extracted to drive the BI. Offline analysis of the data of eight subjects revealed that automatic user customization improved the true positive (TP) rate of the system by an average of 6.68% over that whose customization was carried out by a human expert, i.e., by visually inspecting the MRP templates. On average, the best improvement in the TP rate (an average of 9.82%) was achieved for four individuals with spinal cord injury. In this case, the visual estimation of the parameter values of the MRP templates was very difficult because of the highly noisy nature of the EEG signals. For four able-bodied subjects, for which the MRP templates were less noisy, the automatic user customization led to an average improvement of 3.58% in the TP rate. The results also show that the inter-subject variability of the TP rate is also reduced compared to the case when user customization is carried out by a human expert. These findings provide some primary evidence that automatic user customization leads to beneficial results in the design of a self-paced BI for individuals with spinal cord injury.

  17. Factors affecting construction performance: exploratory factor analysis

    Science.gov (United States)

    Soewin, E.; Chinda, T.

    2018-04-01

    The present work attempts to develop a multidimensional performance evaluation framework for a construction company by considering all relevant measures of performance. Based on the previous studies, this study hypothesizes nine key factors, with a total of 57 associated items. The hypothesized factors, with their associated items, are then used to develop questionnaire survey to gather data. The exploratory factor analysis (EFA) was applied to the collected data which gave rise 10 factors with 57 items affecting construction performance. The findings further reveal that the items constituting ten key performance factors (KPIs) namely; 1) Time, 2) Cost, 3) Quality, 4) Safety & Health, 5) Internal Stakeholder, 6) External Stakeholder, 7) Client Satisfaction, 8) Financial Performance, 9) Environment, and 10) Information, Technology & Innovation. The analysis helps to develop multi-dimensional performance evaluation framework for an effective measurement of the construction performance. The 10 key performance factors can be broadly categorized into economic aspect, social aspect, environmental aspect, and technology aspects. It is important to understand a multi-dimension performance evaluation framework by including all key factors affecting the construction performance of a company, so that the management level can effectively plan to implement an effective performance development plan to match with the mission and vision of the company.

  18. THE IMPACT OF VISIONARY LEADERSHIP, LEARNING ORGANIZATION AND INNOVATIVE BEHAVIOR TO PERFORMANCE OF CUSTOMS AND EXCISE FUNCTIONAL

    OpenAIRE

    Anshar, Muhammad

    2017-01-01

    This research aims to determine the impact of visionary leadership, learning organization, and innovative behavior on the performance of Functional Officers of Customs and Excise Inspectors at Tanjung Priok Customs and Excise Main Service Office. The research was conducted at Tanjung Priok Customs and Excise Service Office using the number of samples of 78 Functional Officers of Customs and Excise Inspectors. The sample was selected using simple random sampling technique. Data collection was ...

  19. 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...... – the first criterion for a strategic resource. Hypotheses are developed and tested using CEO questionnaire responses from a sample of manufacturing firms and census accounting data. The results show that there is a strong link between industry-specific resources and return on assets for firms with high...... levels of customer orientation. We also report that firm-specific resources are unrelated to firm performance and that a customer orientation – investigated in isolation, may be detrimental to firm performance. Research and managerial implications are discussed....

  20. Analysis on factors affecting household customers decision in using electricity at peak time and its correlation towards saving electricity

    Science.gov (United States)

    Pasasa, Linus; Marbun, Parlin; Mariza, Ita

    2015-09-01

    The purpose of this paper is to study and analyse the factors affecting customer decisions in using electricity at peak-load hours (between 17.00 to 22.00 WIB) and their behaviors towards electricity conservation in Indonesian household. The underlying rationale is to influence a reduction in energy consumption by stimulating energy saving behaviors, thereby reducing the impact of energy use on the environment. How is the correlation between the decisions in using electricity during peak load hours with the household customer's behavior towards saving electricity? The primary data is obtained by distributing questionnaires to customers of PT. PLN Jakarta Raya and Tangerang Distribution from Household segment. The data is analysed using the Structural Equation Model (SEM) and AMOS Software. The research is finding that all factors (Personal, Social, PLN Services, Psychological, and Cultural) are positively influence customer decision in using electricity at peak load hours. There is a correlation between the decisions in using electricity during peak load hours with the household customer's behavior towards saving electricity.

  1. How luck and performance affect stealing

    DEFF Research Database (Denmark)

    Gravert, Christina Annette

    2013-01-01

    This paper investigates how the way of earning payoff affects the probability of stealing. The participants who earned their payoff according to performance were three times more likely to take the (undeserved) maximum payoff than participants with randomly allocated payoff. Conditional on steali...

  2. 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

  3. 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.

  4. The performance and customization of SAPS 3 admission score in a Thai medical intensive care unit.

    Science.gov (United States)

    Khwannimit, Bodin; Bhurayanontachai, Rungsun

    2010-02-01

    The aim of this study was to evaluate the performance of Simplified Acute Physiology Score 3 (SAPS 3) admission scores, both the original and a customized version, in mixed medical critically ill patients. A prospective cohort study was conducted over a 2-year period in the medical intensive care unit (MICU) of a tertiary referral university teaching hospital in Thailand. The probability of hospital mortality of the original SAPS 3 was calculated using the general and customized Australasia version (SAPS 3-AUS). The patients were randomly divided into equal calibration and validation groups for customization. A total of 1,873 patients were enrolled. The hospital mortality rate was 28.6%. The general equation of SAPS 3 had excellent discrimination with an area under the receiver operating characteristic curve of 0.933, but poor calibration with the Hosmer-Lemeshow goodness-of-fit H = 106.7 and C = 101.2 (P customized SAPS 3 showed a good calibration of all patients in the validation group (H = 14, P = 0.17 and C = 11.3, P = 0.33) and all subgroups according to main diagnosis, age, gender and co-morbidities. The SAPS 3 provided excellent discrimination but poor calibration in our MICU. A first level customization of the SAPS 3 improved the calibration and could be used to predict mortality and quality assessment in our ICU or other ICUs with a similar case mix.

  5. 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.

  6. 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.

  7. 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.

  8. Factors affecting reproductive performance of dairy cows.

    Science.gov (United States)

    Coleman, D A; Thayne, W V; Dailey, R A

    1985-07-01

    We conducted two studies to determine how herd management practices and traits of individual cows affect performance of the herd and of the cow within a herd. Management practices, reproductive performance of the herd, and relationships between management and reproductive performance were characterized on 83 dairy farms with 7596 cows. Data included 21 management variables (e.g., facilities, herd health program, estrous detection program) and 8 performance variables obtained from Dairy Herd Improvement or unofficial records (e.g., size of herd, production, days open). Although varying among herds, annual average herd incidences of reproductive disorders and reproductive performance were similar to those reported. Managerial practices influenced incidences of retained placenta and uterine infection, days open of cows not bred and of all cows, services per conception, and percentages of herd open more than 100 days and culled for low production. Veterinarian was the most consistent variable influencing herd reproductive performance. Data also were collected from production and lifetime records of 2532 cows in 19 herds. Reproductive performance was affected by season of calving, production, maturity, and reproductive disorders. Several cows with extremely poor reproductive records were maintained.

  9. Service workers' job performance: the roles of personality traits, organizational identification, and customer orientation

    OpenAIRE

    He, Hongwei; Wang, Weiyue; Zhu, Weichun; Harris, Lloyd

    2015-01-01

    Purpose– This paper aims to advance the literature by testing the boundary of this relationship with reference to a key construct in employee performance in the service domain: employee customer orientation. Organizational identification refers to employees’ perceived oneness and belongingness to their work organization, and has been argued to be associated with higher employee performance.Design/methodology/approach– Data were collected based on a sample of call center service workers. Emplo...

  10. Affective match: Leader emotions, follower positive affect, and follower performance

    NARCIS (Netherlands)

    Damen, F.; van Knippenberg, B.M.; van Knippenberg, D.

    2008-01-01

    Leader emotions may play an important role in leadership effectiveness. Extending earlier research on leader emotional displays and leadership effectiveness, we propose that the affective match between follower positive affect (PA) and leaders' emotional displays moderates the effectiveness of

  11. Does ovulation affect performance in tennis players?

    Science.gov (United States)

    Otaka, Machiko; Chen, Shu-Man; Zhu, Yong; Tsai, Yung-Shen; Tseng, Ching-Yu; Fogt, Donovan L; Lim, Boon-Hooi; Huang, Chih-Yang; Kuo, Chia-Hua

    2018-01-01

    Scientific data on the performance of collegiate female tennis players during the menstrual phases are scarce. Double-blind, counter-balanced, crossover trials were conducted to examine whether tennis performance was affected during menstruation, with and without dehydroepiandrosterone sulfate (DHEA-S) supplementation. Ten Division 1 collegiate tennis players (aged 18-22 years) were evenly assigned into placebo-supplemented and DHEA-supplemented (25 mg/day) trials. Treatments were exchanged among the participants after a 28-day washout. Tennis serve performance was assessed on the first day of menstrual bleeding (day 0/28) and on days 7, 14 and 21. Mood state was unaltered during the menstrual cycles in both trials. The lowest tennis serve performance score (speed times accuracy) occurred on day 14 (P=0.06 vs day 0; P=0.01 vs day 21) in both placebo and DHEA trials. Decreased performance on day 14 was explained by decreased accuracy (P=0.03 vs day 0/28; P=0.01 vs day 21), but not velocity itself. Isometric hip strength, but not quadriceps strength, was moderately lower on day 14 (P=0.08). Increasing plasma DHEA-S (by ~65%) during the DHEA-supplemented trial had no effects on mood state, sleep quality or tennis serve performance. We have shown that menses does not affect serve performance of collegiate tennis players. However, the observed decrement in the accuracy of serve speed near ovulation warrants further investigation.

  12. 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....

  13. Performance Assessment of a Custom, Portable, and Low-Cost Brain-Computer Interface Platform.

    Science.gov (United States)

    McCrimmon, Colin M; Fu, Jonathan Lee; Wang, Ming; Lopes, Lucas Silva; Wang, Po T; Karimi-Bidhendi, Alireza; Liu, Charles Y; Heydari, Payam; Nenadic, Zoran; Do, An Hong

    2017-10-01

    Conventional brain-computer interfaces (BCIs) are often expensive, complex to operate, and lack portability, which confines their use to laboratory settings. Portable, inexpensive BCIs can mitigate these problems, but it remains unclear whether their low-cost design compromises their performance. Therefore, we developed a portable, low-cost BCI and compared its performance to that of a conventional BCI. The BCI was assembled by integrating a custom electroencephalogram (EEG) amplifier with an open-source microcontroller and a touchscreen. The function of the amplifier was first validated against a commercial bioamplifier, followed by a head-to-head comparison between the custom BCI (using four EEG channels) and a conventional 32-channel BCI. Specifically, five able-bodied subjects were cued to alternate between hand opening/closing and remaining motionless while the BCI decoded their movement state in real time and provided visual feedback through a light emitting diode. Subjects repeated the above task for a total of 10 trials, and were unaware of which system was being used. The performance in each trial was defined as the temporal correlation between the cues and the decoded states. The EEG data simultaneously acquired with the custom and commercial amplifiers were visually similar and highly correlated ( ρ = 0.79). The decoding performances of the custom and conventional BCIs averaged across trials and subjects were 0.70 ± 0.12 and 0.68 ± 0.10, respectively, and were not significantly different. The performance of our portable, low-cost BCI is comparable to that of the conventional BCIs. Platforms, such as the one developed here, are suitable for BCI applications outside of a laboratory.

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

    International Nuclear Information System (INIS)

    Chang-Chien, Le-Ren; Chu, I-Chieh

    2008-01-01

    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)

  15. Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)

    OpenAIRE

    Helia Vembri Noor; Abdurrahman Cahya Putra; Rahmillah Fety Ilma

    2018-01-01

    As a major health referral centre, the hospital demanded to provide comprehensive services provided by a multi-disciplinary team according to the needs of patient. In the expansion of a growing number of hospitals in Yogyakarta especially Sleman area where retreat acquire customers even more stringent, it is necessary to increase the quality of services. There are five determinants of service quality namely: reliability, responsiveness, assurance, empathy, and tangible. Collecting data is don...

  16. 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 ...

  17. Central uplift of custom immobilization radiotherapy patients with lower limb overhead sagittal laser affected without mobile

    International Nuclear Information System (INIS)

    Velazquez Miranda, S.; Delgado Gil, M. M.; Ortiz Seidel, M.

    2011-01-01

    If you have a laser moving overhead sagittal or the location of tumors in the lower extremities is laborious, as to reference properly in the CT, is necessary before tattooing in the treatment table using their ability to relate the lateral midline with tattoos on the limb. For anatomical forms often happens that lasers are not displayed on the areas of our interest. The problem can be overcome if between the legs raise the bag or custom immobilizer above the height of the patient's abdomen, as this will have a central reference reliable and well designed lasers.

  18. 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.

  19. Factors affecting scholastic performances of adolescents.

    Science.gov (United States)

    Shashidhar, Saraswati; Rao, Chandrika; Hegde, Radhakrishna

    2009-05-01

    The present study aims at recognizing the social influence, study habits and health factors affecting scholastic performances of adolescents and to compare these factors among the adolescents between two categories of school. A total of 1230 adolescents (13-18 yrs) were screened. Data was collected by personal interview, using the teenage screening questionnaire, Trivandrum, between May 2004 and November 2005. A total 615 students from corporation and private schools were studied. 39.76% (489) were high achievers, 13.5% (166) were low achievers with p poor study habits and social factors were increased in low achievers of corporation schools. On multivariate analysis, the predictor variables for poor scholastic performance were adolescent having refractory error, not having help for study at home, not doing home work regularly, not solving question bank papers and reading only before examinations. It is feasible and worthwhile to identify the determinants of scholastic performance and plan intervention strategies at each school. The results of this study highlight the importance of implementing newer strategies, focusing on strict study patterns and creating the conducive school and home environment for study, so as to achieve better scholastic performances.

  20. 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.

  1. Application of Value Engineering to Improve upon Customer Services Performance in Mazandaran Water and Sewage Company

    Directory of Open Access Journals (Sweden)

    Reza Tavakkoli-Mogahddam

    2007-06-01

    Full Text Available Over the course of producing and marketing goods and services, it appears that industry faces a new challenge in which information and science form the basis for any organizational movement. In this regard, the competitive preference of the organization concentrates on customer and value creation in the organization. Value engineering recognizes product/service functions and produces those with the maximum value at the lowest cost without the loss of production or service quality and safety. In this paper, using value engineering based on the international job plan of the SAVE (Society of American Value Engineering, various alternatives are proposed to improve upon the performance of Customer Services of Water and Sewage Co. The results indicate possible savings of about 714 Million Rials for the water authority in the city of Sari and 4860 Million Rials across Mazandaran Province.

  2. 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.

  3. 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.

  4. 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).

  5. 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.

  6. The Effect Of Customer Demand And Supplier Performance In Competitive Strategy And Business Performance Case Of Fixed Broadband In Indonesia

    Directory of Open Access Journals (Sweden)

    Rina D. Pasaribu

    2015-08-01

    Full Text Available Broadband telecommunication is significantly important to support and improve countrys competitiveness level. However Indonesia performance especially in Fixed Broadband is poor as the penetration rate is very low and far behind from other ASEAN countries. The industry is served by multi operators with one dominant operator. This dominant operator will be studied representing the industry in this study. A qualitative study Pasaribu et al. 2015 related to this paper has found that poor fulfillment of Customer Demand and poor Supplier Performance are two dominant external factors that cause the low performance. A model is proposed to frame the work it consists of four variables Customer Demand Supplier Performance Competitive Strategy and Business Performance. This study aims is use that Pasaribu et al. model directly to business units level to identify and analyze the relationships within the model and significance level of each relationship accordingly. By understanding the priority levels the improvement program could be more effectively planned and implemented. This study is expected to contribute on Fixed Broadband research wich is still very rare especially in Indonesia The research methodology is quantitative methods using survey technique. The respondents are management and customers of the dominant operator business units. Clustering by province regions gave 32 samples from the population of 58 business units. Partial Least Square modelling was used to analise the datas. The main result of this study is that the most significant relationship in the model is Supplier Performance to Competitive Strategy. Furthermore from indicators of Supplier Performance it was found that Quality Relationship has a very high effect among other indicators. By prioritizing these significant constructs it could be expected the related improvement program could be more effective.

  7. BIG DATA ANALYTICS USE IN CUSTOMER RELATIONSHIP MANAGEMENT: ANTECEDENTS AND PERFORMANCE IMPLICATIONS

    OpenAIRE

    Suoniemi, Samppa; Meyer-Waarden, Lars; Munzel, Andreas

    2016-01-01

    Customer information plays a key role in managing successful relationships with valuable customers. Big data analytics use (BD use), i.e., the extent to which customer information derived from big data analytics guides marketing decisions, helps firms better meet customer needs for competitive advantage. This study aims to (1) determine whether organizational BD use improves customer-centric and financial outcomes, and (2) identify the factors influencing BD use. Drawing primarily from market...

  8. 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.

  9. 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

  10. GBT link testing and performance measurement on PCIe40 and AMC40 custom design FPGA boards

    International Nuclear Information System (INIS)

    Mitra, Jubin; Khan, Shuaib A.; Nayak, Tapan K.; Marin, Manoel Barros; Baron, Sophie; Kluge, Alex; Cachemiche, Jean-Pierre; Hachon, Frédéric; Rethore, Frédéric; David, Erno; Kiss, Tivadar

    2016-01-01

    The high-energy physics experiments at the CERN's Large Hadron Collider (LHC) are preparing for Run3, which is foreseen to start in the year 2021. Data from the high radiation environment of the detector front-end electronics are transported to the data processing units, located in low radiation zones through GBT (Gigabit transceiver) links. The present work discusses the GBT link performance study carried out on custom FPGA boards, clock calibration logic and its implementation in new Arria 10 FPGA

  11. When customers exhibit verbal aggression, employees pay cognitive costs.

    Science.gov (United States)

    Rafaeli, Anat; Erez, Amir; Ravid, Shy; Derfler-Rozin, Rellie; Treister, Dorit Efrat; Scheyer, Ravit

    2012-09-01

    In 4 experimental studies, we show that customer verbal aggression impaired the cognitive performance of the targets of this aggression. In Study 1, customers' verbal aggression reduced recall of customers' requests. Study 2 extended these findings by showing that customer verbal aggression impaired recognition memory and working memory among employees of a cellular communication provider. In Study 3, the ability to take another's perspective attenuated the negative effects of customer verbal aggression on participants' cognitive performance. Study 4 linked customer verbal aggression to quality of task performance, showing a particularly negative influence of aggressive requests delivered by high-status customers. Together, these studies suggest that the effects of even minor aggression from customers can strongly affect the immediate cognitive performance of customer service employees and reduce their task performance. The implications for research on aggression and for the practice of customer service are discussed.

  12. Fuzzy-VIKOR analysis for customer performance index of civil domestic airline industry in India

    Directory of Open Access Journals (Sweden)

    Suman Saket

    2015-03-01

    Full Text Available This paper considers the factor influencing on an airline carrier based on operations of an airport on the routes flown out of that airport. This study deals with evaluation of the Customer Performance index (CPI of distinct domestic civil airlines in India. CPI consists of various parameters; among them many disembodied parameters, which are difficult to measure. In this context, initially we identified the prime factors that are crucial for evaluation of performances provided by various airlines in India. Thereafter, in order to determine the hierarchy among these factors; modified digital logic (MDL approach is employed and cost is found to be the most important criteria. Furthermore, CPI is calculated using fuzzy-VIKOR approach. Such approaches can help the airlines in re-evaluating their current policies and then formulate comparatively more efficient market strategies to improve performance quality and to gain customers’ loyalty.

  13. Custom rotating hinge total knee arthroplasty in patients with poliomyelitis affected limbs.

    Science.gov (United States)

    Rahman, Jeeshan; Hanna, Sammy A; Kayani, Babar; Miles, Jonathan; Pollock, Robin C; Skinner, John A; Briggs, Timothy W; Carrington, Richard W

    2015-05-01

    Total knee arthroplasty (TKA) in limbs affected by poliomyelitis is a technically challenging procedure. These patients often demonstrate acquired articular and metaphyseal angular deformities, bone loss, narrowness of the intramedullary canals, impaired quadriceps strength, flexion contractures and ligamentous laxity producing painful hyperextension. Thus, using condylar knee designs in these patients will likely result in early failure because of instability and abnormal load distribution. The aim of this study was to assess the outcomes associated with use of the customised (SMILES) rotating-hinge knee system at our institution for TKA in poliomyelitis-affected limbs. We retrospectively reviewed the outcome of 14 TKAs using the (SMILES) prosthesis in 13 patients with limbs affected by poliomyelitis. All patients had painful unstable knees with hyperextension. There were ten females and three males with a mean age of 66 years (range 51-84) at time of surgery. Patients were followed up clinically, radiologically and functionally with the Oxford knee score (OKS). Mean follow-up was 72 months (16-156). There were no immediate or early complications. One patient fell and sustained a peri-prosthetic fracture at seven months requiring revision to a longer stem. Radiological evaluation showed satisfactory alignment with no signs of loosening in all cases. Mean OKS improved from 11.6 (4-18) to 31.5 (18-40) postoperatively (p poliomyelitis. The device compensates well for ligamentous insufficiency as well as for any associated bony deformity.

  14. 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 

  15. 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

  16. THE IMPACT OF VISIONARY LEADERSHIP, LEARNING ORGANIZATION AND INNOVATIVE BEHAVIOR TO PERFORMANCE OF CUSTOMS AND EXCISE FUNCTIONAL

    Directory of Open Access Journals (Sweden)

    Muhammad Anshar

    2017-12-01

    Full Text Available This research aims to determine the impact of visionary leadership, learning organization, and innovative behavior on the performance of Functional Officers of Customs and Excise Inspectors at Tanjung Priok Customs and Excise Main Service Office. The research was conducted at Tanjung Priok Customs and Excise Service Office using the number of samples of 78 Functional Officers of Customs and Excise Inspectors. The sample was selected using simple random sampling technique. Data collection was done by using questionnaire and data analysis using path analysis. The results showed that 1 visionary leadership, learning organization and innovative behavior have a direct and positive impact on performance, 2 visionary leadership, and learning organization have a direct and positive impact on innovative behavior and 3 visionary leadership have a direct and positive impact on learning organization. The conclusion of this research is to improve the performance of Functional Officer of Customs and Excise Inspectors at TanjungPriok Customs and Excise Main Service Office, it is necessary to increase the aspect of visionary leadership from Head of Main Service Office, learning organization at Main Service Office and innovative behavior at Functional Officers of Customs and Excise Inspectors.

  17. 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.

  18. 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. PMID:28559873

  19. Antecedents affecting Thai auto parts enterprise organizational performance

    Directory of Open Access Journals (Sweden)

    Somyos Phoosawad

    2017-04-01

    Full Text Available Thailand is ranked 12th in the world in automotive production, with 57 of the world’s top 100 auto parts manufacturers having factories in Thailand. The industry employs 525,000 workers and represents 12% of Thailand’s gross domestic production (GDP. The automotive industry has also been identified as a core industry in the transition to Thailand 4.0, with digitally enabled, knowledge workers key to its success. This study, therefore, undertook structural equation modeling to conduct an analysis of variables affecting Thai auto parts industry enterprises organizational performance. Using purposive sampling, 320 executives in the Thai automotive industry were selected whose responses to the question constructs were captured using a five-point Likert type agreement scale. Results determined that leadership skills have a significant effect on management skills, and that management skills have a direct and positive effect on management innovation. Additionally, innovation thus far has been viewed as an external process, primarily in response to customer demands or ‘home office’ requirements. Research findings, therefore, suggest that the Thai auto parts industry must develop innovative leadership management which is crucial to sustaining a competitive, domestic capability.

  20. Comparing performance of organization on implementation of customer relationship management systems using ANP and TOPSIS hybrid approach

    Directory of Open Access Journals (Sweden)

    A. Abedi

    2017-01-01

    Full Text Available As the customers are the main reason of the formation and survival of the organization, not only understanding their obvious needs, but also forecasting, determining and guiding their hidden needs, design and implementing plans of offering services for meeting these needs for attracting customers are among cornerstone of any activity in the organization. In this research, one compares the performance of e-commerce organizations, including three firms, namely Dijikala, Bamilo and Iranian regarding the implementation of Customer Relationship Management system using multiple criteria decision making approach. Along with this, hybrid fuzzy multiple criteria decision-making approach, including fuzzy network analysis has been used for examining the priority of each one of the dimensions and indexes of the proposed model and fuzzy TOPSIS technic for examining discussed options priority. The statistical population of this paper includes 12 experts, including directors and managements and assistances of three e-commerce firms. The results obtained from the study show that customer output group has the highest weight among other variables. Similarly, among evaluated indexes, the customer loyalty dimension has the highest weight in the implementation of Customer Relationship Management. The results of TOPSIS approach also show that among the studied firms, Dijikala has the best performance in implementing Customer Relationship Management.

  1. Task clarification, performance feedback, and social praise: Procedures for improving the customer service of bank tellers.

    Science.gov (United States)

    Crowell, C R; Anderson, D C; Abel, D M; Sergio, J P

    1988-01-01

    Customer service for bank tellers was defined in terms of 11 verbal behavior categories. An audio-recording system was used to track the occurrence of behaviors in these categories for six retail banking tellers. Three behavior management interventions (task clarification, performance feedback, and social praise), applied in sequence, were designed to improve overall teller performance with regard to the behavioral categories targeted. Clarification was accomplished by providing clear delineation of the various target categories, with specific examples of the behaviors in each. Feedback entailed presentation of ongoing verbal and visual information regarding teller performance. Praise consisted of verbal recognition of teller performance by branch managers. Results showed that clarification effects emerged quickly, producing an overall increase in desired behaviors of 12% over baseline. Feedback and praise effects occurred more gradually, resulting in overall increases of 6% and 7%, respectively. A suspension of all procedures led to a decline in overall performance, whereas reinstatement of feedback and praise was again accompanied by performance improvement. These findings extend the generality of behavior management applications and help to distinguish between possible antecedent and consequent effects of performance feedback.

  2. 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.

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

    Directory of Open Access Journals (Sweden)

    Linda Blignaut

    2014-10-01

    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.

  4. Exploring the effects of individual customer incivility encounters on employee incivility: the moderating roles of entity (in)civility and negative affectivity.

    Science.gov (United States)

    Walker, David D; van Jaarsveld, Danielle D; Skarlicki, Daniel P

    2014-01-01

    Incivility between customers and employees is common in many service organizations. These encounters can have negative outcomes for employees, customers, and the organization. To date, researchers have tended to study incivility as an aggregated and accumulated phenomenon (entity perspective). In the present study, we examined incivility as it occurs during a specific service encounter (event perspective) alongside the entity perspective. Using a mixed-method multilevel field study of customer service interactions, we show that individual customer incivility encounters (i.e., events) trigger employee incivility as a function of the employee's overall accumulated impression of the (in)civility in his or her customer interactions, such that the effects are more pronounced among employees who generally perceive their customer interactions to be more versus less civil. We also find that these interactive effects occur only among employees who are lower (vs. higher) in negative affectivity. Our results show that, in order to expand the understanding of customer incivility, it is important to study the incivility encounter, the social context in which negative customer interactions occur, and individual differences. PsycINFO Database Record (c) 2014 APA, all rights reserved

  5. Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship

    NARCIS (Netherlands)

    Nijssen, E.J.; Schepers, J.J.L.; Belanche, D.

    2016-01-01

    Purpose – Customers often think that innovations, such as self-service technologies (SSTs), are introduced by service providers to cut costs rather than extend customer service levels. The purpose of this paper is to investigate how customers use such attributions to adjust their perceptions of

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

    OpenAIRE

    Marjan Mohaimani; Seyed Alireza Seyed Salehi

    2014-01-01

    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 correlatio...

  7. 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. (c) 2009 APA, all rights reserved.

  8. Identification of Factors Affecting Educational Performance of ...

    African Journals Online (AJOL)

    User

    2011-04-19

    Apr 19, 2011 ... Economic Label, Self Concept, Training Environment, Health ... variables; consequently, the partial correlations between any pair of observed .... negative effects on educational performance based on data collected, we.

  9. Does Worker Wellbeing Affect Workplace Performance?

    OpenAIRE

    Bryson, Alex; Forth, John; Stokes, Lucy

    2015-01-01

    This paper uses linked employer-employee data to investigate the relationship between employees' subjective well-being and workplace performance in Britain. The analyses show a clear, positive and statistically-significant relationship between the average level of job satisfaction at the workplace and workplace performance. This finding is present in both cross-sectional and panel analyses and is robust to various estimation methods and model specifications. In contrast, we find no associatio...

  10. 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.

  11. Does Judge Turnover Affect Judicial Performance?

    DEFF Research Database (Denmark)

    Guerra, Alice; Tagliapietra, Claudio

    2017-01-01

    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...... in judicial performance over two years of time...

  12. FACTORS AFFECTING PERFORMANCE OF ENGINEERED BARRIERS

    International Nuclear Information System (INIS)

    J.A. BLINK, R.W. ANDREWS, J.N. BAILEY, T.W. DOERING J.H. LEE, J.K. MCCOY, D.G. MCKENZIE, D. SEVOUGIAN AND V. VALLIKAT

    1998-01-01

    For the Yucca Mountain Viability Assessment (VA), a reference design was tentatively selected in September 1997, and a series of model abstractions are being prepared for the performance assessment (PA) of that design. To determine the sensitivity of peak dose rate at the accessible environment to engineered components, several design options were subjected to the PA models available late in FY97

  13. Assessing customs performance in the Mediterranean ports. KPI selection and Best practices identification as part of the MEDNET project

    Energy Technology Data Exchange (ETDEWEB)

    Morales Fusco, P.; Sauri Marchan, S.; Lekka, A.M.; Karousos, I.

    2016-07-01

    The seamless flow of goods, people and investments across the Mediterranean necessitates a well-functioning port and transport system. More efficient port operations enhance seamless logistics and promote safety, efficiency, interoperability and interconnectivity of transport networks in the Mediterranean area.To promote the exchange of knowledge and expertise relevant to port and customs procedures and simplification of clearance for vessels and cargoes in the Mediterranean, the MEDNET project was launched. As part of the project a common evaluation framework for the performance of ports in the form of a set of Key Performance Indicators (KPIs) together with a list of the best practices in terms of operations and customs procedures was developed.In total, 50 ports were analyzed and given a KPI regarding traffic, financial, operational and human resources, sustainability and customs procedures. The values were latter crossed with the current good practices on operation in terms of customs procedures. And a small correlation between KPIs performance and implantation degree of good practices in customs procedures was found. This presentation exposes the methodology to assess the ports’ performance and the best. (Author)

  14. Social media review rating versus traditional customer satisfaction: Which one has more incremental predictive power in explaining hotel performance?

    OpenAIRE

    Kim, W. G; Kim, W. G.; Park, S. A.; Park, S. A.

    2017-01-01

    This paper aims to examine the effects of traditional customer satisfaction (CS) relative magnitude and social media review ratings on hotel performance and to explore which online travel intermediaries’ review ratings serve as the most reliable and valid predictor for hotel performance. 784-802

  15. 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

  16. Customer’s Perspective in Performance Assessment of Pharmacy Instillation of RSUD X with Balanced Scorecard

    Directory of Open Access Journals (Sweden)

    Indriyati Hadi Sulistyaningrum

    2013-12-01

    Full Text Available Balanced Scorecard performance measurement (financial perspective, customer perspective, internal business perspective, and learning and growth perspective offers a more thorough and comprehensive evaluation in a public organization such as a hospital. The object of this study was the Department of Pharmacy of RSUD X. This study was descriptive non-experimental. The data were obtained retrospectively and prospectively. The qualitative data were obtained through questionnaires. The quantitative data were obtained through direct observation, surveys. From the research using the Balanced Scorecard data gathering, it has been found that: performance customer perspective showed that the average patient satisfaction was 88% of patients. They were satisfied with the service of the Department of Pharmacy, and the average growth of customers has increased by 10% each month. In conclusions, the working performance of the department of pharmacy was included in “good criteria”, with some suggestions and improvements that need to be taken into consideration.

  17. Caffeine deprivation affects vigilance performance and mood.

    Science.gov (United States)

    Lane, J D; Phillips-Bute, B G

    1998-08-01

    The effects of brief caffeine deprivation on vigilance performance, mood, and symptoms of caffeine withdrawal were studied in habitual coffee drinkers. Thirty male and female coffee drinkers were tested twice at midday (1130 to 1330 hours) after mornings in which they either consumed caffeinated beverages ad lib or abstained. Vigilance performance was tested with a 30-min computerized visual monitoring task. Mood and withdrawal symptom reports were collected by questionnaires. Caffeine deprivation was associated with impaired vigilance performance characterized by a reduction in the percentage of targets detected and an increase in response time, and by subjective reports of decreased vigor and increased fatigue and symptoms characterized by sleepiness, headache, and reduced ability to work. Even short periods of caffeine deprivation, equivalent in length to skipping regular morning coffee, can produce deficits in sustained attention and noticeable unpleasant caffeine-withdrawal symptoms in habitual coffee drinkers. Such symptoms may be a common side-effect of habitual caffeine consumption that contributes to the maintenance of this behavior.

  18. 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....

  19. 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....

  20. Does firm performance affect board independence?

    Directory of Open Access Journals (Sweden)

    Yi Wang

    2010-07-01

    Full Text Available This paper seeks to shed some light on the antecedents of board independence. Specifically, it attempts to test the conceptual frameworks which make different predictions about the effect of firm performance on the level of board independence. The results provide support for the perspective that appointing more independent members to the boards may merely represent firms’ attempts to comply with institutional pressures. It is found that higher blockholder shareholdings lead to lower independence on the board, and audit and remuneration committees. Moreover, larger firms have relatively more independent directors sitting on nomination and remuneration committees.

  1. Manufacturing and performance of customized pellets used for buffer and backfill sealing in nuclear waste containment

    International Nuclear Information System (INIS)

    Holt, Erika; Marjavaara, Pieti; Man, Alex; Kim, Chang-Seok; Dixon, David

    2012-01-01

    Document available in extended abstract form only. Bentonite pellets are proposed for use in filling gaps between highly compacted bentonite and the surrounding rock walls. Previous studies typically focused on using commercially available bentonite pellets with good performance results typically being achieved but no comprehensive evaluations were undertaken. This paper summarizes the results of two recent studies completed on gap filling materials and customized pellets that were intended to see to what degree improvement of the pellet materials and placement density could be achieved and what this would mean to system behaviour. Although the joint project covered a wide range of potential materials and sealing applications, in this presentation, the focus is on the use of bentonite filling material in the outer gap between the rock surface and large highly-compacted bentonite buffer blocks used in Posiva's Reference vertical deposition design. The gap between the deposition hole's wall and the buffer is 50 mm, which should be filled with material prior to tunnel backfilling. The required dry density of the outer gap filling is 920 kg/m 3 , with an average buffer dry density of 1600 kg/m 3 at 100% saturation. At these densities, the thermal, hydraulic and mechanical behaviour of the system meet the requirements set for them. In the first part of this study, various types of commercially-available bentonite granular materials were used alone or in combination with finer material. Different placement methods were used to fill vertical gaps of either 25 or 35 mm width in a small-scale experimental mock-up. The sizes of the rectangular gap mock-up elements used in these tests were approximately 1 m in height and 2 m long. The results from the small scale tests suggest that all the filling materials and methods used during the test would achieve as-placed dry density of 800-1200 kg/m 3 , depending on material and placement method used. The lowest values were noted

  2. 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...... the branding strategy, based on maximising the sum of CLV and CALV(Customer AfterLife Time Value)...

  3. 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

  4. Comparative Performance Of Using PCA With K-Means And Fuzzy C Means Clustering For Customer Segmentation

    Directory of Open Access Journals (Sweden)

    Fahmida Afrin

    2015-08-01

    Full Text Available Abstract Data mining is the process of analyzing data and discovering useful information. Sometimes it is called knowledge Discovery. Clustering refers to groups whereas data are grouped in such a way that the data in one cluster are similar data in different clusters are dissimilar. Many data mining technologies are developed for customer segmentation. PCA is working as a preprocessor of Fuzzy C means and K- means for reducing the high dimensional and noisy data. There are many clustering method apply on customer segmentation. In this paper the performance of Fuzzy C means and K-means after implementing Principal Component Analysis is analyzed. We analyze the performance on a standard dataset for these algorithms. The results indicate that PCA based fuzzy clustering produces better results than PCA based K-means and is a more stable method for customer segmentation.

  5. Affective Management and its Effects on Management Performance

    Directory of Open Access Journals (Sweden)

    Waratta Authayarat

    2012-01-01

    Full Text Available Affective management is a new concept which suggests that top managers should take stakeholders’ affective experiences into account when making their management decisions. To show that this concept could contribute to the improvement of management performance in organizations, this study investigated the correlations between the affectiveness of top management and management performance indices. Our questionnaire based on the Affective Management Scorecard was employed to assess top managers’ recognition of the importance, as well as the actual practices of affective management. Top managers from 43 Thai organizations participated in the study. A correlation analysis was conducted to observe whether affective management indices would correlate with management performance indices, such as return on equity, return on assets, price to earnings ratio, and price to book value ratio. The findings showed that the results for organizations practicing affective management were positively correlated with their management performance in both profitability and good perceptions by investors.

  6. Does performance management affect nurses' well-being?

    Science.gov (United States)

    Decramer, Adelien; Audenaert, Mieke; Van Waeyenberg, Thomas; Claeys, Tine; Claes, Claudia; Vandevelde, Stijn; van Loon, Jos; Crucke, Saskia

    2015-04-01

    This article focuses on employee performance-management practices in the healthcare sector. We specifically aim to contribute to a better understanding of the impact of employee performance-management practices on affective well-being of nurses in hospitals. Theory suggests that the features of employee-performance management (planning and evaluation of individual performances) predict affective well-being (in this study: job satisfaction and affective commitment). Performance-management planning and evaluation and affective well-being were drawn from a survey of nurses at a Flemish hospital. Separate estimations were performed for different aspects of affective well-being. Performance planning has a negative effect on job satisfaction of nurses. Both vertical alignment and satisfaction with the employee performance-management system increase the affective well-being of nurses; however, the impact of vertical alignment differs for different aspects of affective well-being (i.e. job satisfaction and affective commitment). Performance-management planning and evaluation of nurses are associated with attitudinal outcomes. The results indicate that employee performance-management features have different impacts on different aspects of well-being. Copyright © 2014 Elsevier Ltd. All rights reserved.

  7. 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…

  8. 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.

  9. Perceived Factors Affecting Performance Of Extension Workers In ...

    African Journals Online (AJOL)

    The study focused on perceived factors affecting performance of extension workers in Imo State, Nigeria. Data for the study was collected from 83 Extension agents from the Imo State Agricultural Development Programme (ADP). Results of the study revealed that the organizational factors that affect performance are ...

  10. High-performance HR practices, positive affect and employee outcomes

    OpenAIRE

    Mostafa, Ahmed

    2017-01-01

    Purpose – The purpose of this paper is to provide insight into the affective or emotional mechanisms that underlie the relationship between high-performance HR practices (HPHRP) and employee attitudes and behaviours. Drawing on affective events theory (AET), this paper examines a mediation model in which HPHRP influence positive affect which in turn affects job satisfaction and organizational citizenship behaviours (OCBs). Design/methodology/approach – Two-wave data was collected from a sampl...

  11. Factors affecting the performance of professional nurses in Namibia

    Directory of Open Access Journals (Sweden)

    Magdalene H. Awases

    2013-04-01

    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.

  12. 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...

  13. Performance processes within affect-related performance zones: a multi-modal investigation of golf performance.

    Science.gov (United States)

    van der Lei, Harry; Tenenbaum, Gershon

    2012-12-01

    Individual affect-related performance zones (IAPZs) method utilizing Kamata et al. (J Sport Exerc Psychol 24:189-208, 2002) probabilistic model of determining the individual zone of optimal functioning was utilized as idiosyncratic affective patterns during golf performance. To do so, three male golfers of a varsity golf team were observed during three rounds of golf competition. The investigation implemented a multi-modal assessment approach in which the probabilistic relationship between affective states and both, performance process and performance outcome, measures were determined. More specifically, introspective (i.e., verbal reports) and objective (heart rate and respiration rate) measures of arousal were incorporated to examine the relationships between arousal states and both, process components (i.e., routine consistency, timing), and outcome scores related to golf performance. Results revealed distinguishable and idiosyncratic IAPZs associated with physiological and introspective measures for each golfer. The associations between the IAPZs and decision-making or swing/stroke execution were strong and unique for each golfer. Results are elaborated using cognitive and affect-related concepts, and applications for practitioners are provided.

  14. A Study on Product Innovation Portfolio and Customer Value Creation: Bridging Entrepreneurial Risk-Taking Orientation and Marketing Performance

    Directory of Open Access Journals (Sweden)

    Maklon Felipus Killa

    2017-12-01

    Full Text Available The aim of this study is to investigate the role of product innovation portfolio and customer value creation in bridg- ing the gap between entrepreneurial risk-taking orientation and marketing performance. Wood crafts companies located in Bandung, Yogyakarta, and Solo, all of which have been regarded as Indonesia’s creative cities, were used as samples. Sampling was done by using a combination of purposive and convenience sampling. The total data used for the analysis was from 172 respondents who filled in direct questionnaires. This research used Structural Equation Modeling (SEM with AMOS v.20 program for data analysis. The results showed that product innovation portfolio serves as mediator in the relationship between entrepreneurial risk-taking orientation and marketing performance. Furthermore, the results also found that customer value creation has a positive effect on marketing performance.

  15. Moderating and mediating effects of switching costs on the relationship between service value, customer satisfaction and customer loyalty: investigation of retail banking in Vietnam

    OpenAIRE

    Vu Minh Ngo; Drahomíra Pavelková

    2017-01-01

    Switching cost highlights the way how companies create barriers to proactively prevent customer defection which directly and significantly affects customer loyalty and then companies’ performance. The purpose of this paper is to provide empirical evidences about the impact of switching cost on customer loyalty by examining its mediating and moderating effects on the relationships between service value, customer satisfaction and customer loyalty. Specially, two difference types of switching co...

  16. 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…

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

    OpenAIRE

    Jiwoong Shin; K. Sudhir; 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...

  18. 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....

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

    African Journals Online (AJOL)

    Motivation can be intrinsic, such as satisfaction and feelings of achievement; or extrinsic, such as rewards, punishment, and goal obtainment. The study assessed the motivating factors affecting the job performance of two oil palm companies' ...

  20. An Initial Investigation of Factors Affecting Multi-Task Performance

    National Research Council Canada - National Science Library

    Branscome, Tersa A; Swoboda, Jennifer C; Fatkin, Linda T

    2007-01-01

    This report presents the results of the first in a series of investigations designed to increase fundamental knowledge and understanding of the factors affecting multi-task performance in a military environment...

  1. Performance assessment and optimisation of a large information system by combined customer relationship management and resilience engineering: a mathematical programming approach

    Science.gov (United States)

    Azadeh, A.; Foroozan, H.; Ashjari, B.; Motevali Haghighi, S.; Yazdanparast, R.; Saberi, M.; Torki Nejad, M.

    2017-10-01

    ISs and ITs play a critical role in large complex gas corporations. Many factors such as human, organisational and environmental factors affect IS in an organisation. Therefore, investigating ISs success is considered to be a complex problem. Also, because of the competitive business environment and the high amount of information flow in organisations, new issues like resilient ISs and successful customer relationship management (CRM) have emerged. A resilient IS will provide sustainable delivery of information to internal and external customers. This paper presents an integrated approach to enhance and optimise the performance of each component of a large IS based on CRM and resilience engineering (RE) in a gas company. The enhancement of the performance can help ISs to perform business tasks efficiently. The data are collected from standard questionnaires. It is then analysed by data envelopment analysis by selecting the optimal mathematical programming approach. The selected model is validated and verified by principle component analysis method. Finally, CRM and RE factors are identified as influential factors through sensitivity analysis for this particular case study. To the best of our knowledge, this is the first study for performance assessment and optimisation of large IS by combined RE and CRM.

  2. Customer relationship value and profitability assessment in B2B relationships : Creation of partnership performance assessment process

    OpenAIRE

    Wikberg, Toni

    2016-01-01

    In partnership-based business the value of the relationships between the supplier and its customers is the essence of the high performance. The functions of both parties needs to be developed constantly to achieve profitable and valuable relationships. The relationship value depends on variety of parameters, such as, trust and satisfaction that increases commitment which yield into profitability. Hence, it is clear that modern organizations with partnerships cannot rely only on marketing base...

  3. 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…

  4. PERFORMANCE REVIEW OF BANKING OMBUDSMAN SCHEME: AN EFFECTIVE TOOL TO EMPOWER BANK’S CUSTOMERS

    OpenAIRE

    Rajdeep Singh

    2016-01-01

    The purpose of introducing the New Economic Policy 1991 was to bring in increased effectiveness and efficiency in the service quality by bringing about more privatization and globalization. The introduction of the New Economic Policy led to an increase in the number of service providers in different sectors including the banking sector. Therefore there was enhanced need of safeguarding the interests of the customers in this sector. In order to ensure proper and high quality and proper service...

  5. 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...

  6. The relationship investigation between factors affecting demand for broadband and the level of satisfaction among broadband customers in the South East Coast of Sabah, Malaysia

    Science.gov (United States)

    Hashim, S. H. A.; Hamid, F. A.; Kiram, J. J.; Sulaiman, J.

    2017-09-01

    This paper aims to investigate the relationship between factors that affecting the demand for broadband and the level of satisfaction. Previous researchers have found that the adoption of broadband is greatly influenced by many factors. Thus, in this study, a self-administered questionnaire was developed to obtain the factors affecting demand for broadband among broadband customers as well as their level of satisfaction. Pearson correlation, one-way analysis of variance (ANOVA) and t-test were used for statistical interpretation of the relationship. This study shows that there are better relationships between several factors over demand for broadband and satisfaction level.

  7. 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.

  8. Factors Affecting Performance of Undergraduate Students in Construction Related Disciplines

    Science.gov (United States)

    Olatunji, Samuel Olusola; Aghimien, Douglas Omoregie; Oke, Ayodeji Emmanuel; Olushola, Emmanuel

    2016-01-01

    Academic performance of students in Nigerian institutions has been of much concern to all and sundry hence the need to assess the factors affecting performance of undergraduate students in construction related discipline in Nigeria. A survey design was employed with questionnaires administered on students in the department of Quantity Surveying,…

  9. Competitive Effects of Mass Customization

    OpenAIRE

    Oksana Loginova

    2010-01-01

    Earlier theoretical literature on mass customization maintains that customization reduces product differentiation and intensifies price competition. In contrast, operations management studies argue that customization serves primarily to differentiate a company from its competitors. Interactive involvement of the customer in product design creates an affective relationship with the firm, relaxing price competition. This paper provides a model that incorporates consumer involvement to explain t...

  10. Performance and customization of 4 prognostic models for postoperative onset of nausea and vomiting in ear, nose, and throat surgery.

    Science.gov (United States)

    Engel, Jörg M; Junger, Axel; Hartmann, Bernd; Little, Simon; Schnöbel, Rose; Mann, Valesco; Jost, Andreas; Welters, Ingeborg D; Hempelmann, Gunter

    2006-06-01

    To evaluate the performance of 4 published prognostic models for postoperative onset of nausea and vomiting (PONV) by means of discrimination and calibration and the possible impact of customization on these models. Prospective, observational study. Tertiary care university hospital. 748 adult patients (>18 years old) enrolled in this study. Severe obesity (weight > 150 kg or body mass index > 40 kg/m) was an exclusion criterion. All perioperative data were recorded with an anesthesia information management system. A standardized patient interview was performed on the postoperative morning and afternoon. Individual PONV risk was calculated using 4 original regression equations by Koivuranta et al, Apfel et al, Sinclair et al, and Junger et al Discrimination was assessed using receiver operating characteristic (ROC) curves. Calibration was tested using Hosmer-Lemeshow goodness-of-fit statistics. New predictive equations for the 4 models were derived by means of logistic regression (customization). The prognostic performance of the customized models was validated using the "leaving-one-out" technique. Postoperative onset of nausea and vomiting was observed in 11.2% of the specialized patient population. Discrimination could be demonstrated as shown by areas under the receiver operating characteristic curve of 0.62 for the Koivuranta et al model, 0.63 for the Apfel et al model, 0.70 for the Sinclair et al model, and 0.70 for the Junger et al model. Calibration was poor for all 4 original models, indicated by a P value lower than 0.01 in the C and H statistics. Customization improved the accuracy of the prediction for all 4 models. However, the simplified risk scores of the Koivuranta et al model and the Apfel et al model did not show the same efficiency as those of the Sinclair et al model and the Junger et al model. This is possibly a result of having relatively few patients at high risk for PONV in combination with an information loss caused by too few dichotomous

  11. Optimal pricing of default customers in electrical distribution systems: Effect behavior performance of demand response models

    International Nuclear Information System (INIS)

    Yusta, J.M.; Khodr, H.M.; Urdaneta, A.J.

    2007-01-01

    The response of a non-linear mathematical model is analyzed for the calculation of the optimal prices for electricity assuming default customers under different scenarios and using five different mathematical functions for the consumer response: linear, hyperbolic, potential, logarithmic and exponential. The mathematical functions are defined to simulate the hourly changes in the consumer response according to the load level, the price of electricity, and also depending on the elasticity at every hour. The behavior of the optimization model is evaluated separately under two different objective functions: the profit of the electric utility and the social welfare. The optimal prices as well as the served load are calculated for two different operation schemes: in an hourly basis and also assuming a single constant price for the 24 h of the day. Results obtained by the optimization model are presented and compared for the five different consumer load functions. (author)

  12. 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).

  13. 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

  14. 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...

  15. Towards a Theory of Affect and Software Developers' Performance

    OpenAIRE

    Graziotin, Daniel

    2016-01-01

    For more than thirty years, it has been claimed that a way to improve software developers' productivity and software quality is to focus on people. The underlying assumption seems to be that "happy and satisfied software developers perform better". More specifically, affects-emotions and moods-have an impact on cognitive activities and the working performance of individuals. Development tasks are undertaken heavily through cognitive processes, yet software engineering research (SE) lacks theo...

  16. 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

  17. 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

  18. Non-genetic factors affecting growth performance and carcass ...

    African Journals Online (AJOL)

    South African Journal of Animal Science ... This study was based on 20 079 and 12 169 growth and 5 406 and 2 533 carcass data collected on performance tested pigs between 1990 and 2008 from Large White and Landrace breeds ... Herd of origin, year of testing and their interaction significantly affected all traits.

  19. How does capital affect bank performance during financial crises?

    NARCIS (Netherlands)

    Berger, A.N.; Bouwman, C.H.S.

    2013-01-01

    This paper empirically examines how capital affects a bank’s performance (survival and market share) and how this effect varies across banking crises, market crises, and normal times that occurred in the US over the past quarter century. We have two main results. First, capital helps small banks to

  20. How does technological regime affect performance of technology development projects?

    NARCIS (Netherlands)

    Song, Michael; Hooshangi, Soheil; Zhao, Y. Lisa; Halman, Johannes I.M.

    2014-01-01

    In this study, we examine how technological regime affects the performance of technology development projects (i.e., project quality, sales, and profit). Technological regime is defined as the set of attributes of a technological environment where the innovative activities of firms take place.

  1. Sibsize, Family Environment, Cognitive Performance, and Affective Characteristics

    Science.gov (United States)

    Marjoribanks, Kevin

    1976-01-01

    Incorporates measures of family environment (parent-child interaction) into research methodology to study the effects of sibsize (family size and birth order) on a child's cognitive performance and affective behavior. Provides tentative support for the confluence model of sibsize influences on children's behaviors. (RL)

  2. Beef customer satisfaction: factors affecting consumer evaluations of calcium chloride-injected top sirloin steaks when given instructions for preparation.

    Science.gov (United States)

    Behrends, J M; Goodson, K J; Koohmaraie, M; Shackelford, S D; Wheeler, T L; Morgan, W W; Reagan, J O; Gwartney, B L; Wise, J W; Savell, J W

    2005-12-01

    The objectives of this study were to evaluate whether instructions can help consumers properly prepare top sirloin steaks and to evaluate the use of calcium chloride injection to decrease the sensitivity of top sirloin steaks to degree of doneness, thereby improving customer satisfaction ratings. An in-home study evaluated top sirloin steaks (gluteus medius) as influenced by calcium chloride injection (injected vs. noninjected), consumer segment (beef loyalists = heavy consumers of beef, budget rotators = cost-driven and split meat consumption between beef and chicken, and variety rotators = higher incomes and education and split meat consumption among beef, poultry, and other foods), degree of doneness, cooking method, and instructions (given vs. not given). Consumers evaluated overall like, tenderness, juiciness, flavor like, and flavor amount using 10-point scales. Beef loyalists consistently rated steaks higher for overall like, juiciness, and flavor when instructions were provided (P satisfaction, and beef loyalists benefited the most from providing cooking instructions.

  3. How does customer co-creation affect firm’s brand image and customer’s willingness to pay a price premium?

    OpenAIRE

    LI, Yingnan

    2015-01-01

    This study is aimed to investigate whether brand image and customer willingness to pay a premium can be affected by co-creation. Co-creation now has been a crucial part in firm‟s new product or service development process and a major factor of firm‟s competitive advantage. However, regarding the correlations between co-creation, brand image and willingness to pay a premium, most previous studies focused on co-creation effects on service-intensive industries, whereas the effects...

  4. 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. (c) 2015 APA, all rights reserved).

  5. 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

    2013-03-01

    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 Motivation (RAM, a measure of the balance between AM and CM) affects academic performance through good study strategy and higher study effort and compare this model between subgroups: males and females; students selected via two different systems namely qualitative and weighted lottery selection. Data on motivation, study strategy and effort was collected from 383 medical students of VU University Medical Center Amsterdam and their academic performance results were obtained from the student administration. Structural Equation Modelling analysis technique was used to test a hypothesized model in which high RAM would positively affect Good Study Strategy (GSS) and study effort, which in turn would positively affect academic performance in the form of grade point averages. This model fit well with the data, Chi square = 1.095, df = 3, p = 0.778, RMSEA model fit = 0.000. This model also fitted well for all tested subgroups of students. Differences were found in the strength of relationships between the variables for the different subgroups as expected. In conclusion, RAM positively correlated with academic performance through deep strategy towards study and higher study effort. This model seems valid in medical education in subgroups such as males, females, students selected by qualitative and weighted lottery selection.

  6. 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.

  7. 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.

  8. 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).

  9. The Impact of Customer Relationship Management on Company Performance in Three Segments

    OpenAIRE

    Alawiyah, Ismi; Humairoh, Putri Nadila

    2017-01-01

    Application of modern CRM as a kind of business intelligence successfuly become another resources factor which can improving company performance. The company's observed performance are financial performance, marketing performance, and operational performance. This study used literature review analyzing and elaborating the results of literture, books, and previous research. This research using literature review method and analyzed about twenty previous journals, supported by some of literatur...

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

    International Nuclear Information System (INIS)

    Kapustinsky, Jon S.

    2010-01-01

    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 o to 35 o to match the existing muon arm acceptance. Each disk consists of p-on-n, silicon wedges, with ac-coupled mini-strips on 75 μm 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.

  11. 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.

  12. 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

  13. 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

  14. What results when firms implement practices: the differential relationship between specific practices, firm financial performance, customer service, and quality.

    Science.gov (United States)

    Gibson, Cristina B; Porath, Christine L; Benson, George S; Lawler, Edward E

    2007-11-01

    Previous research on organizational practices is replete with contradictory evidence regarding their effects. Here, the authors argue that these contradictory findings may have occurred because researchers have often examined complex practice combinations and have failed to investigate a broad variety of firm-level outcomes. Thus, past research may obscure important differential effects of specific practices on specific firm-level outcomes. Extending this research, the authors develop hypotheses about the effects of practices that (a) enable information sharing, (b) set boundaries, and (c) enable teams on 3 different firm-level outcomes: financial performance, customer service, and quality. Relationships are tested in a sample of observations from over 200 Fortune 1000 firms. Results indicate that information-sharing practices were positively related to financial performance 1 year following implementation of the practices, boundary-setting practices were positively related to firm-level customer service, and team-enabling practices were related to firm-level quality. No single set of practices predicted all 3 firm-level outcomes, indicating practice-specific effects. These findings help resolve the theoretical tension in the literature regarding the effects of organizational practices and offer guidance as to how to best target practices to increase specific work-related outcomes. Implications for theory, research, and practice are discussed. (c) 2007 APA

  15. The hidden competencies of healthcare: why self-esteem, accountability, and professionalism may affect hospital customer satisfaction scores.

    Science.gov (United States)

    Decker, P J

    1999-01-01

    Data from 103 for-profit, nonprofit, and government-owned hospitals, spread across about half of the United States clearly show that there are common elements and several core competencies in all hospitals, some probably driven by JCAHO accreditation standards, but others coming from universal experience stemming from the changes in healthcare. The common competencies that are not, in my opinion, driven directly by the JCAHO standards include professionalism, accountability, self-esteem, customer service/focus, communication, information management/using data in decision making, and teamwork. There are several possible connections among the core competencies that suggest that the effects of accountability and possibly self-esteem on such outcomes as patient satisfaction and quality of care should be the subject of more research in healthcare settings. There are, however, several possible interventions to increase the core competency base of any hospital, which can be applied without this research. Executives and managers who attempt to measure and change these common competencies through selection, assessment, organizational system change, or reward and compensation systems will change the competence base of their workforce in critical areas needed in the future healthcare economy. Using a competence model incorporating these competencies may change the culture of the organization toward that which will be needed for survival in the twenty-first century.

  16. 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.

  17. 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.

  18. 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.

  19. The Geo-strategies and Global Peace of Technology on Customer Relationship Management Performance: A Pilot Study among SME’s Logistic Operators

    Directory of Open Access Journals (Sweden)

    Muhamad Fairos Mohamad Shah

    2017-12-01

    Full Text Available Small and medium enterprises (SMEs are playing an increasingly important role in sustaining geo strategies and global peace economic growth and logistic system in Malaysia. SMEs also play a very crucial role in customer relationship as they may serve the roles of customer, distributor producer and supplier. However, adaption of customer relationship in Malaysian SMEs has not been fully explored. CRMP model for logistic service presents the combination of technology strategy in term of geo strategies and global peace. The goal of this study is to investigate customer relationship management performance and technology strategy. The dimensions for technology factors are Support information system, information sharing, Usefulness, care/help, ease of use, service portfolio, security and Update System. The populations of study were customers from a logistic company located in Pulau Pinang. Simple random sampling was selected from the target populations. Data collection resulted in 100 respondents to answers questionnaire from the customers of logistic company. Based on the finding, the result showed that, technology strategies are anchor factors in determining geo strategies and global peace on customer relationship management performance. Further study has important managerial implications as the findings will enable management of SMEs to understand progressive and highly varied CRMP practices and contextual factors that contribute to the CRMP as well as geo strategies and global peace and innovative implementation.

  20. 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.

  1. Pengaruh Customer Experience Quality Terhadap Customer Satisfaction & Customer Loyalty Di Kafe Excelso Tunjungan Plaza Surabaya: Perspektif B2C

    OpenAIRE

    Senjaya, Vivie

    2013-01-01

    This study discusses about the quality of the customer experience, which is thought to affect customer satisfaction at Cafe Excelso Tunjungan Plaza Surabaya. In this study, the variable of the customer experience quality is measured through the dimensions of accessibility, competence, customer recognition, helpfulness, personalization, problem solving, promise fulfillment, and value for time. Each of these dimensions will be partially tested how it affects customer satisfaction and customer l...

  2. 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...

  3. Effects of Job Design and Sales Managers' Behavior on Intrinsic Motivation, Customer Orientation and Performance of Salespeople : - A quantitative study in the Swedish electricity market.

    OpenAIRE

    Hedelius, Elina; Nilsson, Sara

    2014-01-01

    The main purpose of this study is to examine the effects of job design and sales managers’ behavior on intrinsic motivation and customer orientation of salespeople. Furthermore, we aim to examine if any of the factors included in our model have an effect on performance of Company X’s salespeople. Thus, our research questions are:  What impacts do job design and sales managers’ behaviors have on intrinsic motivation and customer orientation of salespeople? What kind of differences exist betwee...

  4. 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.

  5. 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.

  6. 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. Copyright © 2015 Elsevier Inc. All rights reserved.

  7. Validating YouTube Factors Affecting Learning Performance

    Science.gov (United States)

    Pratama, Yoga; Hartanto, Rudy; Suning Kusumawardani, Sri

    2018-03-01

    YouTube is often used as a companion medium or a learning supplement. One of the educational places that often uses is Jogja Audio School (JAS) which focuses on music production education. Music production is a difficult material to learn, especially at the audio mastering. With tutorial contents from YouTube, students find it easier to learn and understand audio mastering and improved their learning performance. This study aims to validate the role of YouTube as a medium of learning in improving student’s learning performance by looking at the factors that affect student learning performance. The sample involves 100 respondents from JAS at audio mastering level. The results showed that student learning performance increases seen from factors that have a significant influence of motivation, instructional content, and YouTube usefulness. Overall findings suggest that YouTube has a important role to student learning performance in music production education and as an innovative and efficient learning medium.

  8. High-performance computational fluid dynamics: a custom-code approach

    International Nuclear Information System (INIS)

    Fannon, James; Náraigh, Lennon Ó; Loiseau, Jean-Christophe; Valluri, Prashant; Bethune, Iain

    2016-01-01

    We introduce a modified and simplified version of the pre-existing fully parallelized three-dimensional Navier–Stokes flow solver known as TPLS. We demonstrate how the simplified version can be used as a pedagogical tool for the study of computational fluid dynamics (CFDs) and parallel computing. TPLS is at its heart a two-phase flow solver, and uses calls to a range of external libraries to accelerate its performance. However, in the present context we narrow the focus of the study to basic hydrodynamics and parallel computing techniques, and the code is therefore simplified and modified to simulate pressure-driven single-phase flow in a channel, using only relatively simple Fortran 90 code with MPI parallelization, but no calls to any other external libraries. The modified code is analysed in order to both validate its accuracy and investigate its scalability up to 1000 CPU cores. Simulations are performed for several benchmark cases in pressure-driven channel flow, including a turbulent simulation, wherein the turbulence is incorporated via the large-eddy simulation technique. The work may be of use to advanced undergraduate and graduate students as an introductory study in CFDs, while also providing insight for those interested in more general aspects of high-performance computing. (paper)

  9. High-performance computational fluid dynamics: a custom-code approach

    Science.gov (United States)

    Fannon, James; Loiseau, Jean-Christophe; Valluri, Prashant; Bethune, Iain; Náraigh, Lennon Ó.

    2016-07-01

    We introduce a modified and simplified version of the pre-existing fully parallelized three-dimensional Navier-Stokes flow solver known as TPLS. We demonstrate how the simplified version can be used as a pedagogical tool for the study of computational fluid dynamics (CFDs) and parallel computing. TPLS is at its heart a two-phase flow solver, and uses calls to a range of external libraries to accelerate its performance. However, in the present context we narrow the focus of the study to basic hydrodynamics and parallel computing techniques, and the code is therefore simplified and modified to simulate pressure-driven single-phase flow in a channel, using only relatively simple Fortran 90 code with MPI parallelization, but no calls to any other external libraries. The modified code is analysed in order to both validate its accuracy and investigate its scalability up to 1000 CPU cores. Simulations are performed for several benchmark cases in pressure-driven channel flow, including a turbulent simulation, wherein the turbulence is incorporated via the large-eddy simulation technique. The work may be of use to advanced undergraduate and graduate students as an introductory study in CFDs, while also providing insight for those interested in more general aspects of high-performance computing.

  10. 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.

  11. 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...

  12. 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.

  13. 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.

  14. EFEK CUSTOMER CUSTOMER INTERACTION TERHADAP SATISFACTION DAN WORD OF MOUTH PADA HOTEL MANDARIN ORIENTAL

    Directory of Open Access Journals (Sweden)

    Putri Hijir

    2016-08-01

    Full Text Available The background of this research was the effect of Customer to Customer Interaction affect satisfaction, word of mouth, in mandarin oriental hotel. The objective of this research is to examine the impact of Customer satisfaction, Service Atmosphere, Personal Interaction, Customer Customer Interaction, Word of Mouth. The design of this research applies primary data obtained by distributing questionnaires to 200 customer who are using Mandarin Oriental Hotel. Data analysis method used in this research is Structural Equation Model (SEM. The result of this research there is positive impact Personal Interaction Quality toward customer Satisfaction, there is positive impact Service Atmosphere toward Customer Satisfaction, there is positive impact Service atmosphere toward Customer Customer Interaction, there is positive impact Customer Customer Interaction toward Customer Satisfaction, there is positive impact Customer Customer Interaction toward Word of Mouth, there is positive impact Customer Satisfaction toward Word of Mouth.

  15. The Effect of Service Delivery Performance and Corporate Social Responsibility on Institutional Image and Competitive Advantage and its Implication on Customer Trust (A Survey of Private Hospitals in Solo Raya

    Directory of Open Access Journals (Sweden)

    Yadi Purwanto

    2010-12-01

    repairs service delivery performance, physical facilities, also personnel contact performance to increase corporate social responsibility, to increase institutional image and competitive advantage to increase customer trust.

  16. Customer Satisfaction and Competencies: an Econometric Study of an Italian Bank

    OpenAIRE

    Paola Gritti; Nicolai Foss

    2008-01-01

    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 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 effec...

  17. 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

  18. Importance-Performance Analysis of Service Attributes based on Customers Segmentation with a Data Mining Approach: a Study in the Mobile Telecommunication Market in Yazd Province

    Directory of Open Access Journals (Sweden)

    Seyed Yaghoub Hosseini

    2012-12-01

    Full Text Available In customer relationship management (CRM systems, importance and performance of the attributes that define a service is very important. Importance-Performance analysis is an effective tool for prioritizing service attributes based on customer needs and expectations and also for identifying strengths and weaknesses of organization in the market. In this study with the purpose of increasing reliability and accuracy of results, customers are segmented based on their demographic characteristics and perception of service attributes performance and then individual IPA matrixes are developed for each segment. Self-Organizing Maps (SOM has been used for segmentation and a feed forward neural network has been used to estimate the importance of attributes. Research findings show that mobile subscribers in Yazd province can be categorized in three segments. Individual IPA matrixes have been provided for each of these segments. Based on these results, recommendations are offered to companies providing mobile phone services.

  19. 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.

  20. Analysis on online word-of-mouth of customer satisfaction in cultural and creative industries of Taiwan: using cultural heritage application and performance facilities as examples

    Science.gov (United States)

    Tsai, Li-Fen; Shaw, Jing-Chi; Wang, Pei-Wen; Shih, Meng-Long; Su, Yi-Jing

    2011-10-01

    This study aims to probe into customers' online word-of-mouth regarding cultural heritage applications and performance facilities in Cultural and Creative Industries. Findings demonstrate that, regarding online word-of-mouth for art museums, museums, and art villages, items valued by customers are design aesthetics of displays and collections, educational functions, and environments and landscapes. The percentages are 10.102%, 11.208% and 11.44%, respectively. In addition, cultural heritage applications and performance facility industries in Taiwan are highly valued in online word-of-mouth.

  1. 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

    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

  2. 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, A.H.M.; Wisse, B.M.; van der Flier, H.

    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

  3. The internal and external customer focused process improvement and the performance analysis studies in health care systems

    International Nuclear Information System (INIS)

    Tekin, P.; Erol, R.

    2017-01-01

    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 clinics run their own

  4. The internal and external customer focused process improvement and the performance analysis studies in health care systems

    Energy Technology Data Exchange (ETDEWEB)

    Tekin, P.; Erol, R.

    2017-07-01

    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 clinics run their own

  5. 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.

  6. customer satisfaction, customer relationship management, Fuzzy Delphi, system dynamics.

    OpenAIRE

    Habib A. Mirghafoori; Ali Morovati Sharifabadi; Ensiyeh Taki

    2016-01-01

    This paper investigates the factors which are affecting customers satisfaction of Mobarake steel complex . Since there is a wide rang of factors affecting customer satisfaction,this paper pays attention to those factors which have CRM approach. The investigation society of the research is the marketing experts of Moabarake steel complex who have direct relationship with customers.At first, the factors were identified by experts using Fuzzy Delphi method and then the relationship between facto...

  7. Independent Factors Affecting Postoperative Complication Rates After Custom-Made Porous Hydroxyapatite Cranioplasty: A Single-Center Review of 109 Cases.

    Science.gov (United States)

    Still, Megan; Kane, Abdoulaye; Roux, Alexandre; Zanello, Marc; Dezamis, Edouard; Parraga, Eduardo; Sauvageon, Xavier; Meder, Jean-François; Pallud, Johan

    2018-06-01

    Cranioplasties are an important neurosurgical procedure not only for improved cosmesis but also for improved functional recovery after craniectomy with a large cranial defect. The aim of this study was to identify predictive factors of postcranioplasty complications using custom-made porous hydroxyapatite cranioplasty. Retrospective review was performed of all patients who underwent a reconstructive cranioplasty using custom-made hydroxyapatite at our institution between February 2008 and September 2017. Postoperative complications considered included bacterial infection, seizures, hydrocephalus requiring ventricular shunt placement, and cranioplasty-to-bone shift. Variables associated at P < 0.1 level in unadjusted analysis were entered into backward stepwise logistic regression models. Of 109 patients included, 15 (13.8%) experienced postoperative infection, with craniectomy performed at an outside institution (adjusted odds ratio [OR] 10.37 [95% confidence interval [CI], 2.03-75.27], P = 0.012) and a previous infection at the surgical site (adjusted OR 6.15 [95%CI, 1.90-19.92], P = 0.003) identified as independent predictors. Six patients (5.5%) experienced postoperative seizures, with stroke (ischemic and hemorrhagic) as a reason for craniectomy (adjusted OR 11.68 [95% CI, 2.56-24.13], P < 0.001) and the presence of seizures in the month before cranioplasty (adjusted OR 9.39 [95% CI, 2.04-127.67], P = 0.002) identified as independent predictors. Four patients (3.7%) experienced postcranioplasty hydrocephalus necessitating shunt placement, and 5 patients (4.6%) experienced cranioplasty-to-bone shift ≥5 mm, but no significant predictive factors were identified for either complication. This study identified possible predictive factors for postcranioplasty complications to help identify at-risk patients, guide prophylactic care, and improve morbidity of this important surgical procedure. Copyright © 2018 Elsevier Inc. All rights reserved.

  8. Factors affecting the academic performance of optometry students in Mozambique.

    Science.gov (United States)

    Shah, Kajal; Naidoo, Kovin; Bilotto, Luigi; Loughman, James

    2015-06-01

    The Mozambique Eyecare Project is a higher education partnership for the development, implementation, and evaluation of a model of optometry training at UniLúrio in Mozambique. There are many composite elements to the development of sustainable eye health structures, and appropriate education for eye health workers remains a key determinant of successful eye care development. However, from the first intake of 16 students, only 9 students graduated from the program, whereas only 6 graduated from the second intake of 24 students. This low graduation rate is attributable to a combination of substandard academic performance and student dropout. The aim of this article was to identify factors affecting the academic performance of optometry students in Mozambique. Nine lecturers (the entire faculty) and 15 students (9 from the first intake and 6 from the second) were recruited to the study. Clinical competency assessments were carried out on the students, semistructured individual interviews were conducted with the course lecturers, and a course evaluation questionnaire was completed by students. The results were combined to understand the complexities surrounding the optometry student training and performance. One student out of nine from the first intake and three students out of six from the second were graded as competent in all the elements of the refraction clinical competency examination. Analysis of data from the interviews and questionnaire yielded four dominant themes that were viewed as important determinants of student refraction competencies: student learning context, teaching context, clinic conditions and assessment, and the existing operating health care context. The evaluations have helped the university and course partners to better structure the teaching and adapt the learning environments by recommending a preparatory year and a review of the curriculum and clinic structure, implementing more transparent entry requirements, increasing awareness of

  9. A customer service journey.

    Science.gov (United States)

    VanDecandelaere, Traci

    2012-01-01

    Converting security team members from simple rule enforcers to superior customer service providers required changes in leadership attitudes, rules, training, and other security traditions, but it has paid off in staff performance and recognition, according to the author.

  10. FY 2002 Customer Satisfaction Survey Report

    National Research Council Canada - National Science Library

    2002-01-01

    .... In addition, the survey queried customers in six areas: Customer Service Experiences, Global Customer Service Performance, DTIC Products and Services, DTIC Online Services, User Demographics, Communication/Access and Information Requirements...

  11. CUSTOMER EXPERIENCE AND RETAIL BANKING TRENDS

    Directory of Open Access Journals (Sweden)

    PAUL OVIDIU HANDRO

    2017-11-01

    Full Text Available The concept of customer experience refers to the impact of all the interactions that the customer may have with a bank, taking into account the multitude of touchpoints by which he activates. Customer experience includes every element related to the promises made through branding, advertising, offers, products and services, but the most important is how they are delivered: easiness in using the services or products, promptness and efficiency in dealing with customers before and after purchase. [1] - [11] In the context of an environment influenced to a great extent by the evolution of technologies, but also by the accelerated dynamics regarding legislation (Payment Directive II, Directive 2014/92/EU and competition, a traditional commercial bank must be extremely careful and competent to build and plan the present and future experiences offered to customers. Given the complexity of the structure of a traditional bank, an essential point in the performance strategy must be the improvement of the Customer experienced experience in dealing with the bank. The positive experience becomes defining both for customer loyality and to attract new customers. The segregation of responsibilities and at the same time harmonization of flows between the various structures of traditional banks (front-office- FO; middle-office-MO; back-office-BO becomes the main challenge of the moment in order to provide the customer with the much desired positive experience. Affected at the global and European level by the dynamics of legislative changes, as well as by the business models that rely on the outsourcing of some positions, the back-office and middle office do not enjoy the same rhythm of evolution and support found in the front office, resulting in incoherent customer experiences and, at the same time, preventing the industry's capacity to attract, retain and delight the customers. In order to improve the level of customer experience, the banks must focus more on

  12. Do resources mediate the relationships between the internet and performance in the marketing domain? Testing the role of customer orientation and brand equity

    OpenAIRE

    A. Ordanini; G. Rubera

    2007-01-01

    The adoption of internet solutions for marketing increases over time, but a strong empirical evidence of their effect on performance is still lacking. The paper investigates the links existing between the internet, marketing resources and marketing performance, and test a model where two marketing resources – customer orientation and brand equity – are expected to mediate the relationship between internet technologies and performance. The analysis, based on a sample of 277 service firms an...

  13. 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...

  14. Psychological biases affecting human cognitive performance in dynamic operational environments

    International Nuclear Information System (INIS)

    Takano, Kenichi; Reason, J.

    1999-01-01

    In order to identify cognitive error mechanisms observed in the dynamic operational environment, the following materials were analyzed giving special attention to psychological biases, together with possible cognitive tasks and these location, and internal and external performance shaping factors: (a) 13 human factors analyses of US nuclear power plant accidents, (b) 14 cases of Japanese nuclear power plant incidents, and (c) 23 cases collected in simulator experiments. In the resulting analysis, the most frequently identified cognitive process associated with error productions was situation assessment, and following varieties were KB processes and response planning, all of that were the higher cognitive activities. Over 70% of human error cases, psychological bias was affecting to cognitive errors, especially those to higher cognitive activities. In addition, several error occurrence patterns, including relations between cognitive process, biases, and PSFs were identified by the multivariate analysis. According to the identified error patterns, functions that an operator support system have to equip were discussed and specified for design base considerations. (author)

  15. Electricity Customers

    Science.gov (United States)

    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, although it could increase.

  16. 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…

  17. AutoMOPS--B2B and B2C in mask making: mask manufacturing performance and customer satisfaction improvement through better information flow management

    Science.gov (United States)

    de Ridder, Luc; Filies, Olaf; Rodriguez, Ben; Kuijken, Aart

    2001-04-01

    Through application of modern supply chain concepts in combination with state-of-the-art information technology, mask manufacturing performance and customer satisfaction can be improved radically. The AutoMOPS solution emphasizes on the elimination of the order verification through paperless, electronically linked information sharing/exchange between chip design, mask production and prototype production stages.

  18. 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.

  19. 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.

  20. 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. PsycINFO Database Record (c) 2013 APA, all rights reserved

  1. Utility customer issues

    International Nuclear Information System (INIS)

    Downey, W.H.

    1997-01-01

    Customer issues affected by the restructuring of the $250 billion US electric power industry were discussed. In the past the industry's vertically integrated utilities conducted their business in protected geographic markets. With deregulation and greater competition, that industry structure will change. This presentation highlighted the strategies that Unicom is using to react to the restructuring of the electric power industry. The underlying principle is for the utility to reinvent itself to change its market orientation and focus on customer services, such as reliability, responsiveness, custom tailored solutions, and guaranteed savings over time. Attempting to become total energy providers and delivering integrated solutions to meet the needs of large industrial and commercial consumers, intensive market research, improved service and installation, and sophisticated customer retention initiatives will also have to be high on the agenda

  2. Impact of Customer Relationship Management on Customer Loyalty, Customer Retention and Customer Profitability for Hotelier Sector

    Directory of Open Access Journals (Sweden)

    Sandra-Dinora Orantes-Jiménez

    2017-08-01

    Full Text Available Since the entrance of strategies oriented to marketing relational in Hotelier Sector, the traditional way of travel agents and other representatives arranging hospitality services for hotel and travel reservations has changed. The strategies oriented to customer relationship management are a relatively new area of specialty loyalty marketing in the hotel and hotelier sector, with advancements being made constantly. The use of this type of strategy can allow hoteliers or companies to tailor special guest programs, services and promotions based on hotel guest preferences. The hotel can use the data collected in a program to identify the needs of particular customers across hotel chains to be able to use marketing that can be targeted at specific groups of people. It also gives hoteliers the opportunity to evaluate frequent guest programs, personalize their services and perform trend analysis. A program based in marketing relational is typically run by hotels and companies to collect guest information and transaction data for use and examining to allow hoteliers to see target groups that should be marketed too. Based on these transactions hotels are able to create and manage guest loyalty programs and reward schemes. This research approach is to appraise the impact of customer relationship management on customer profitability as mediated by customer loyalty and customer retention within the hotelier sector of Mexico, and specifically for those hoteliers classified like of three stars. A sample of 100 hotels three stars was interviewed as respondents in this study. The objective of the study was to find the impact relationship between effective customer relationship implementation, customer loyalty, and customer retention and customer profitability. The findings of the study add value to hotels three stars in Mexico, and provide some invaluable statistical results essential for hotel managers and owners to successfully enhance customer loyalty

  3. 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.

  4. 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...

  5. Customer Integration during Innovation Development

    DEFF Research Database (Denmark)

    Pedrosa, Alex

    2012-01-01

    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......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...... 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...

  6. 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...

  7. 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.

  8. Neuroticism Negatively Affects Multitasking Performance through State Anxiety

    National Research Council Canada - National Science Library

    Poposki, Elizabeth M; Oswald, Frederick L; Chen, Hubert T

    2009-01-01

    .... Though past research has demonstrated that cognitive predictors correlate positively with multitasking performance, there is reason to believe that non-cognitive factors are likely to predict such performance as well...

  9. Personality Factors Affecting Pilot Combat Performance: A Preliminary Investigation

    National Research Council Canada - National Science Library

    Siem, Frederick M; Murray, Michael W

    1997-01-01

    .... The present research was designed to examine the relationship between personality and combat performance using the "Big Five" model of personality and a multicomponent model of pilot combat performance...

  10. Customer satisfaction at US Army Corps of Engineers-administered lakes: a compilation of two years of performance data

    Science.gov (United States)

    Robert C. Burns; Alan R. Graefe; John P. Titre

    1998-01-01

    The purpose of this paper was to demonstrate the application of a model which can be used to predict the overall customer satisfaction levels of water-based recreationists. Data were collected from two distinctly different user groups; boat ramp users and campground users. Results indicated that each user group had different satisfaction attributes that impacted their...

  11. 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

  12. Efek Customer Customer Interaction Terhadap Satisfaction Dan Word of Mouth Pada Hotel Mandarin Oriental

    OpenAIRE

    Hijir, Putri

    2016-01-01

    The background of this research was the effect of Customer to Customer Interaction affect satisfaction, word of mouth, in mandarin oriental hotel. The objective of this research is to examine the impact of Customer satisfaction, Service Atmosphere, Personal Interaction, Customer Customer Interaction, Word of Mouth. The design of this research applies primary data obtained by distributing questionnaires to 200 customer who are using Mandarin Oriental Hotel. Data analysis method used in this re...

  13. 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.

  14. 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 onl...

  15. Customs control of radioactive materials

    International Nuclear Information System (INIS)

    Causse, B.

    1998-01-01

    Customs officers take part in the combat against illicit traffic od radioactive materials by means of different regulations dealing with nuclear materials, artificial radiation sources or radioactive wastes. The capability of customs officers is frequently incomplete and difficult to apply due to incompatibility of the intervention basis. In case of contaminated materials, it seems that the customs is not authorised directly and can only perform incidental control. In order to fulfil better its mission of fighting against illicit traffic of radioactive materials customs established partnership with CEA which actually includes practical and theoretical training meant to augment the capabilities of customs officers

  16. Neuroticism Negatively Affects Multitasking Performance through State Anxiety

    National Research Council Canada - National Science Library

    Poposki, Elizabeth M; Oswald, Frederick L; Chen, Hubert T

    2009-01-01

    .... Results supported the hypothesis that neuroticism, but not the other personality characteristics measured, significantly predicts performance at multitasking, and that this relationship is mediated by state anxiety experienced during multitasking. Implications for the impact of personality and anxiety on multitasking performance are discussed.

  17. Factors affecting the auction price of Veldram performance tested ...

    African Journals Online (AJOL)

    The popularity of these auctions for performance tested rams (89.4 % of rams sold) indicate that Veld tested rams were sought after by buyers. The sale price of 296 Veld tested Dorper rams sold between 1994 and 2001, covering seven different tests, were compared with their measured and observed performances.

  18. 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)

  19. 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.

  20. 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.

  1. Does Family Control Affect Trade Performance? Evidence for Italian Firms

    OpenAIRE

    Giorgio Barba Navaretti; Riccardo Faini; Alessandra Tucci

    2008-01-01

    This paper examines whether the export decision of firms is affected by their ownership structure, specifically it looks at whether family control is an obstacle to entering foreign markets. The underlying assumption is that family firms are risk averse. Risk aversion may be an obstacle to entering foreign markets, as far as these are perceived as more volatile and risky than the domestic one, particularly when such choice entices bearing relatively high sunk costs. We develop an illustrative...

  2. Bulk power system performance issues affecting utility peaking capacity additions

    Energy Technology Data Exchange (ETDEWEB)

    Garrity, T.F. [GE Power Sytems, Schenectady, NY (United States)

    1994-12-31

    This paper presents a discussion of transmission system constraints and problems that affect the siting and rating of peaking capacity additions. Techniques for addressing and modifying these concerns are presented. Particular attention is paid to techniques that have been successfully used by utilities to improve power transfer and system loadability, while avoiding the construction of additional transmission lines. Proven techniques for dealing with thermal, short-circuit level and stability issues are presented.

  3. Does source population size affect performance in new environments?

    Science.gov (United States)

    Yates, Matthew C; Fraser, Dylan J

    2014-01-01

    Small populations are predicted to perform poorly relative to large populations when experiencing environmental change. To explore this prediction in nature, data from reciprocal transplant, common garden, and translocation studies were compared meta-analytically. We contrasted changes in performance resulting from transplantation to new environments among individuals originating from different sized source populations from plants and salmonids. We then evaluated the effect of source population size on performance in natural common garden environments and the relationship between population size and habitat quality. In ‘home-away’ contrasts, large populations exhibited reduced performance in new environments. In common gardens, the effect of source population size on performance was inconsistent across life-history stages (LHS) and environments. When transplanted to the same set of new environments, small populations either performed equally well or better than large populations, depending on life stage. Conversely, large populations outperformed small populations within native environments, but only at later life stages. Population size was not associated with habitat quality. Several factors might explain the negative association between source population size and performance in new environments: (i) stronger local adaptation in large populations and antagonistic pleiotropy, (ii) the maintenance of genetic variation in small populations, and (iii) potential environmental differences between large and small populations. PMID:25469166

  4. Performance evaluation of corrosion-affected reinforced concrete ...

    Indian Academy of Sciences (India)

    M B Anoop

    Abstract. A methodology for performance evaluation of reinforced concrete bridge girders in corrosive ... concrete (RC) members of infrastructural systems, espe- ... bility will be useful for making engineering decisions for ...... Water-cement ratio.

  5. Non-genetic factors affecting growth performance and carcass ...

    African Journals Online (AJOL)

    Bekezela

    There is a paucity of information on non-genetic ... herds. These data were obtained from the Integrated Recording and Genetic Information Systems .... performance is determined by muscle fibre characteristics (Larzul et al., 1997), which are ...

  6. Evaluation of the main parameters affecting seismic performance of ...

    Indian Academy of Sciences (India)

    The current study considers forty eight (48) 3-D RC building models to .... Acceptance criteria for members and performance level criteria for buildings are ..... Evaluation and Retrofit of Concrete Buildings, Applied Technology Council, Vol 1.

  7. Volumetric breast density affects performance of digital screening mammography

    OpenAIRE

    Wanders, JO; Holland, K; Veldhuis, WB; Mann, RM; Pijnappel, RM; Peeters, PH; Van Gils, CH; Karssemeijer, N

    2016-01-01

    PURPOSE: To determine to what extent automatically measured volumetric mammographic density influences screening performance when using digital mammography (DM). METHODS: 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 Ameri...

  8. Does public service performance affect top management turnover?

    OpenAIRE

    Boyne, George A.; James, Oliver; John, Peter; Petrovsky, Nicolai

    2010-01-01

    Political and organizational theories suggest that the turnover of chief executives and other members of senior management teams are likely to be influenced by public service performance. We use a panel data set of 148 English local governments over 4 years to test this proposition. The empirical results show that performance has a negative effect on turnover, but that this effect is weaker for chief executives than for members of their senior management teams. In addition, top team turnover ...

  9. 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…

  10. Zone of Acceptance Under Performance Measurement: Does Performance Information Affect Employee Acceptance of Management Authority?

    DEFF Research Database (Denmark)

    Nielsen, Poul Aaes; Jacobsen, Christian Bøtcher

    2018-01-01

    Public sector employees have traditionally enjoyed substantial influence and bargaining power in organizational decision making, but few studies have investigated the formation of employee acceptance of management authority. Drawing on the ‘romance of leadership’ perspective, we argue that perfor......Public sector employees have traditionally enjoyed substantial influence and bargaining power in organizational decision making, but few studies have investigated the formation of employee acceptance of management authority. Drawing on the ‘romance of leadership’ perspective, we argue...... that performance information shapes employee attributions of leader quality and perceptions of a need for change in ways that affect their acceptance of management authority, conceptualized using Simon’s notion of a ‘zone of acceptance.’ We conducted a survey experiment among 1,740 teachers, randomly assigning...... true performance information about each respondent’s own school. When employees were exposed to signals showing low or high performance, their acceptance of management authority increased, whereas average performance signals reduced employee acceptance of management authority. The findings suggest...

  11. 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.

  12. 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.

  13. 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.

  14. Product customization

    DEFF Research Database (Denmark)

    Lueg, Rainer

    2015-01-01

    This case study deals with the extension, customization, and profitability of two new product lines of a bicycle manufacturer. It can serve both as a discussion basis in class as well as an exam for advanced Master students in management, marketing, and ccounting. The case illustrates how variance...... application of financial analysis can lead to dysfunctional decisions that run counter to a company’s business model....

  15. 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

  16. 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.

  17. When children affect parents: Children's academic performance and parental investment.

    Science.gov (United States)

    Yurk Quadlin, Natasha

    2015-07-01

    Sociologists have extensively documented the ways that parent resources predict children's achievement. However, less is known about whether and how children's academic performance shapes parental investment behaviors. I use data from the Early Childhood Longitudinal Study-Kindergarten Cohort (ECLS-K) and longitudinal fixed effects models to examine how changes in teacher assessments are related to changes in the conferral of various parent resources. Overall, I find that the relationship between achievement and investment varies based on the directionality in children's achievement and the type of resource at hand. Children whose performance improves receive a broad range of enrichment resources, while declines in performance are met with corrective educational resources. Results are largely consistent whether language or math assessments are used to predict investment, and also among children whose achievement does not change over time. I discuss these patterns, along with implications for the use of parent resources in education and family research. Copyright © 2014 Elsevier Inc. All rights reserved.

  18. Factors affecting reproductive performance of dairy cow in Algeria ...

    African Journals Online (AJOL)

    Tuoyo Aghomotsegin

    2017-01-11

    Jan 11, 2017 ... Article Number: 8C8D1B562380. ISSN 1684-5315. Copyright ... lactation on reproductive performance of dairy cows in Algeria. Calving to first .... sniffing the vulva of other cows, mucus presence in the vulva, nervousness, pink ...

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

    African Journals Online (AJOL)

    The percentage is used to show that the level of the performance and achievement of the students. The findings suggest that possible intervention to help the students score high academic achievement should focus on teachers' training, enabling students to work hard persevere to succeed, identifying effective study ...

  20. Social Process Variables Affecting Reading Performance in Delayed Readers.

    Science.gov (United States)

    Lorton, Mary; Kukuk, Christopher

    1978-01-01

    Examines the relationship between 14 social process variables and the reading performances of 180 slow learners, ages 7-15. Finds that two of those factors (brith trauma and being held back in school) emerge as predictors of reading comprehension, word recognition, and spelling. (RL)

  1. Bacillus subtilis strain specificity affects performance improvement in broilers.

    Science.gov (United States)

    Rhayat, L; Jacquier, V; Brinch, K S; Nielsen, P; Nelson, A; Geraert, P-A; Devillard, E

    2017-07-01

    The study reports the effects on broiler performance of a newly isolated Bacillus subtilis strain, which is phylogenetically not closely related to already well-described strains of B. subtilis. In the first experiment, birds were reared in battery cages and exposed to C. perfringens. An increase in growth performance was observed with the strain when compared to the challenged animals. Three additional growth trials were conducted to 35 d of age, in different rearing conditions (genetic breeds, corn-soybean meal-based diet with or without animal proteins, in presence or absence of phytase, on fresh or used litter) to investigate the efficacy and the specificity of this new B. subtilis strain on the improvement of BWG and FCR of broilers in comparison with a B. subtilis-based DFM already used in the field. Whatever the rearing conditions tested, the new B. subtilis strain led to an average 3.2% improvement in feed conversion ratio or bodyweight. Comparatively, the commercial Bacillus strain significantly improved broiler performance in only one trial out of 3 with an average improvement reaching 2%. All these results indicate that this new B. subtilis strain consistently improves broiler performances. © 2017 Poultry Science Association Inc.

  2. Factors that affect medical students' performance in Anatomy in the ...

    African Journals Online (AJOL)

    Background: Much attention has been drawn to the area of medical education in contemporary times with the aim of developing effective teaching strategies in our medical schools. Objectives: To identify the problems encountered by students in the study of Anatomy and suggest ways of enhancing their performance in the ...

  3. Management intensity and genetics affect loblolly pine seedling performance

    Science.gov (United States)

    Scott D. Roberts; Randall J. Rousseau; B. Landis Herrin

    2012-01-01

    Capturing potential genetic gains from tree improvement programs requires selection of the appropriate genetic stock and application of appropriate silvicultural management techniques. Limited information is available on how specific loblolly pine varietal genotypes perform under differing growing environments and management approaches. This study was established in...

  4. How motivation affects academic performance: a structural equation modelling analysis

    NARCIS (Netherlands)

    Kusurkar, R.A.; ten Cate, T.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

  5. Does Participative Decision Making Affect Lecturer Performance in Higher Education?

    Science.gov (United States)

    Sukirno, D. S.; Siengthai, Sununta

    2011-01-01

    Purpose: The relationship between participation and job performance has captured the interest of not only business researchers but also education researchers. However, the topic has not gained significant attention in the educational management research arena. The purpose of this paper is to empirically examine the impact of participation in…

  6. Mixing and scale affect moving bed biofilm reactor (MBBR) performance

    NARCIS (Netherlands)

    Kamstra, Andries; Blom, Ewout; Terjesen, Bendik Fyhn

    2017-01-01

    Moving Bed Biofilm Reactors (MBBR) are used increasingly in closed systems for farming of fish. Scaling, i.e. design of units of increasing size, is an important issue in general bio-reactor design since mixing behaviour will differ between small and large scale. Research is mostly performed on

  7. Assessment of factors affecting the performance of microfinance ...

    African Journals Online (AJOL)

    On the other hand, institutional factors such as shortage of human resource, lack of cost effective technologies, shortage of loan capital and some others are identified. Political factors which are related to MFIs performance are also recognized in this study. Based on the analysis and the finding of the study, the researchers ...

  8. Profiling outcomes of ambulatory care: casemix affects perceived performance.

    Science.gov (United States)

    Berlowitz, D R; Ash, A S; Hickey, E C; Kader, B; Friedman, R; Moskowitz, M A

    1998-06-01

    The authors explored the role of casemix adjustment when profiling outcomes of ambulatory care. The authors reviewed the medical records of 656 patients with hypertension, diabetes, or chronic obstructive pulmonary disease (COPD) receiving care at one of three Department of Veterans Affairs medical centers. Outcomes included measures of physiological control for hypertension and diabetes, and of exacerbations for COPD. Predictors of poor outcomes, including physical examination findings, symptoms, and comorbidities, were identified and entered into regression models. Observed minus expected performance was described for each site, both before and after casemix adjustment. Risk-adjustment models were developed that were clinically plausible and had good performance properties. Differences existed among the three sites in the severity of the patients being cared for. For example, the percentage of patients expected to have poor blood pressure control were 35% at site 1, 37% at site 2, and 44% at site 3 (P Casemix-adjusted measures of performance were different from unadjusted measures. Sites that were outliers (P Casemix adjustment models can be developed for outpatient medical conditions. Sites differ in the severity of patients they treat, and adjusting for these differences can alter judgments of site performance. Casemix adjustment is necessary when profiling outpatient medical conditions.

  9. Factors affecting academic performance of Pharmacy students in the ...

    African Journals Online (AJOL)

    ... performance of undergraduate Pharmacy students of the University of Jos, Nigeria ... was conducted using self-completed questionnaires among Pharmacy students of ... Pharmacy students; Test Competence, Time Management; Test Anxiety ... By Country · List All Titles · Free To Read Titles This Journal is Open Access.

  10. 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.

  11. Variability, Predictability, and Race Factors Affecting Performance in Elite Biathlon.

    Science.gov (United States)

    Skattebo, Øyvind; Losnegard, Thomas

    2018-03-01

    To investigate variability, predictability, and smallest worthwhile performance enhancement in elite biathlon sprint events. In addition, the effects of race factors on performance were assessed. Data from 2005 to 2015 including >10,000 and >1000 observations for each sex for all athletes and annual top-10 athletes, respectively, were included. Generalized linear mixed models were constructed based on total race time, skiing time, shooting time, and proportions of targets hit. Within-athlete race-to-race variability was expressed as coefficient of variation of performance times and standard deviation (SD) in proportion units (%) of targets hit. The models were adjusted for random and fixed effects of subject identity, season, event identity, and race factors. The within-athlete variability was independent of sex and performance standard of athletes: 2.5-3.2% for total race time, 1.5-1.8% for skiing time, and 11-15% for shooting times. The SD of the proportion of hits was ∼10% in both shootings combined (meaning ±1 hit in 10 shots). The predictability in total race time was very high to extremely high for all athletes (ICC .78-.84) but trivial for top-10 athletes (ICC .05). Race times during World Championships and Olympics were ∼2-3% faster than in World Cups. Moreover, race time increased by ∼2% per 1000 m of altitude, by ∼5% per 1% of gradient, by 1-2% per 1 m/s of wind speed, and by ∼2-4% on soft vs hard tracks. Researchers and practitioners should focus on strategies that improve biathletes' performance by at least 0.8-0.9%, corresponding to the smallest worthwhile enhancement (0.3 × within-athlete variability).

  12. 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.

  13. 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.

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

    OpenAIRE

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

    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...

  15. How Does Shared Capitalism Affect Economic Performance in the UK?

    OpenAIRE

    Alex Bryson; Richard Freeman

    2008-01-01

    This paper uses nationally representative linked workplace-employee data from the British 2004 Workplace Employment Relations Survey to examine the operation of shared capitalist forms of pay – profit-sharing and group pay for performance, employee share ownership, and stock options—and their link to productivity. It shows that shared capitalism has grown in the UK, as it has in the US; that different forms of shared capitalist pay complement each other and other labour practices in the sense...

  16. 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...

  17. 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.

  18. Relative Age Affects Marathon Performance in Male and Female Athletes

    OpenAIRE

    Connick, Mark J.; Beckman, Emma M.; Tweedy, Sean M.

    2015-01-01

    Marathon runners are ranked in 5-year age groups. However the extent to which 5-year groupings facilitates equitable competition has not been evaluated. The aim of this study was to evaluate the effect of relative age in male and female marathon running. Marathon finishing times for the top ten male (aged 20-69 years) and female athletes (aged 20-64 years) were obtained from the 2013 New York and Chicago marathons. Intra-class and inter-class validity were evaluated by comparing performances ...

  19. Factors affecting the separation performance of proteins in capillary electrophoresis.

    Science.gov (United States)

    Zhu, Yueping; Li, Zhenqing; Wang, Ping; Shen, Lisong; Zhang, Dawei; Yamaguchi, Yoshinori

    2018-04-15

    Capillary electrophoresis (CE) is an effective tool for protein separation and analysis. Compared with capillary gel electrophoresis (CGE), non-gel sieving capillary electrophoresis (NGSCE) processes the superiority on operation, repeatability and automaticity. Herein, we investigated the effect of polymer molecular weight and concentration, electric field strength, and the effective length of the capillary on the separation performance of proteins, and find that (1) polymer with high molecular weight and concentration favors the separation of proteins, although concentrated polymer hinders its injection into the channel of the capillary due to its high viscosity. (2) The resolution between the adjacent proteins decreases with the increase of electric field strength. (3) When the effective length of the capillary is long, the separation performance improves at the cost of separation time. (4) 1.4% (w/v) hydroxyethyl cellulose (HEC), 100 V/cm voltage and 12 cm effective length offers the best separation for the proteins with molecular weight from 14,400 Da to 97,400 Da. Finally, we employed the optimal electrophoretic conditions to resolve Lysozyme, Ovalbumin, BSA and their mixtures, and found that they were baseline resolved within 15 min. Copyright © 2018 Elsevier B.V. All rights reserved.

  20. 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...... 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...

  1. Using a Feedback Environment to Improve Creative Performance: A Dynamic Affect Perspective.

    Science.gov (United States)

    Gong, Zhenxing; Zhang, Na

    2017-01-01

    Prior research on feedback and creative performance has neglected the dynamic nature of affect and has focused only on the influence of positive affect. We argue that creative performance is the result of a dynamic process in which a person experiences a phase of negative affect and subsequently enters a state of high positive affect that is influenced by the feedback environment. Hierarchical regression was used to analyze a sample of 264 employees from seven industry firms. The results indicate that employees' perceptions of a supportive supervisor feedback environment indirectly influence their level of creative performance through positive affect (t2); the negative affect (t1) moderates the relationship between positive affect (t2) and creative performance (t2), rendering the relationship more positive if negative affect (t1) is high. The change in positive affect mediates the relationship between the supervisor feedback environment and creative performance; a decrease in negative affect moderates the relationship between increased positive affect and creative performance, rendering the relationship more positive if the decrease in negative affect is large. The implications for improving the creative performances of employees are further discussed.

  2. Using a Feedback Environment to Improve Creative Performance: A Dynamic Affect Perspective

    Directory of Open Access Journals (Sweden)

    Zhenxing Gong

    2017-08-01

    Full Text Available Prior research on feedback and creative performance has neglected the dynamic nature of affect and has focused only on the influence of positive affect. We argue that creative performance is the result of a dynamic process in which a person experiences a phase of negative affect and subsequently enters a state of high positive affect that is influenced by the feedback environment. Hierarchical regression was used to analyze a sample of 264 employees from seven industry firms. The results indicate that employees’ perceptions of a supportive supervisor feedback environment indirectly influence their level of creative performance through positive affect (t2; the negative affect (t1 moderates the relationship between positive affect (t2 and creative performance (t2, rendering the relationship more positive if negative affect (t1 is high. The change in positive affect mediates the relationship between the supervisor feedback environment and creative performance; a decrease in negative affect moderates the relationship between increased positive affect and creative performance, rendering the relationship more positive if the decrease in negative affect is large. The implications for improving the creative performances of employees are further discussed.

  3. 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.

  4. Using a Feedback Environment to Improve Creative Performance: A Dynamic Affect Perspective

    OpenAIRE

    Gong, Zhenxing; Zhang, Na

    2017-01-01

    Prior research on feedback and creative performance has neglected the dynamic nature of affect and has focused only on the influence of positive affect. We argue that creative performance is the result of a dynamic process in which a person experiences a phase of negative affect and subsequently enters a state of high positive affect that is influenced by the feedback environment. Hierarchical regression was used to analyze a sample of 264 employees from seven industry firms. The results indi...

  5. MEASURING THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN THE UAE HOTEL INDUSTRY PERSPECTIVE

    OpenAIRE

    Hassan Abbas Dost Mohamad; Mohd Shukri Ab Yazid; Ali Khatibi; S. M. Ferdous Azam

    2017-01-01

    Customer satisfaction is important to evaluate why hotels succeed or fail, and why do hotels have varying levels of performance. It seems that hotels that provide higher service quality do have higher levels of performance that confirms a higher number of satisfied customers. If it impacts the organization's performance, then it is important to know the relationship between customer satisfaction and customer loyalty. This study has investigated the relationship between customer satisfaction a...

  6. Making stronger causal inferences: Accounting for selection bias in associations between high performance work systems, leadership, and employee and customer satisfaction.

    Science.gov (United States)

    Schmidt, Joseph A; Pohler, Dionne M

    2018-05-17

    We develop competing hypotheses about the relationship between high performance work systems (HPWS) with employee and customer satisfaction. Drawing on 8 years of employee and customer survey data from a financial services firm, we used a recently developed empirical technique-covariate balanced propensity score (CBPS) weighting-to examine if the proposed relationships between HPWS and satisfaction outcomes can be explained by reverse causality, selection effects, or commonly omitted variables such as leadership behavior. The results provide support for leader behaviors as a primary driver of customer satisfaction, rather than HPWS, and also suggest that the problem of reverse causality requires additional attention in future human resource (HR) systems research. Model comparisons suggest that the estimates and conclusions vary across CBPS, meta-analytic, cross-sectional, and time-lagged models (with and without a lagged dependent variable as a control). We highlight the theoretical and methodological implications of the findings for HR systems research. (PsycINFO Database Record (c) 2018 APA, all rights reserved).

  7. An application of TOPSIS for selection of appropriate e-Governance practices to improve customer satisfaction

    Directory of Open Access Journals (Sweden)

    Ajinkya Joshi

    2017-08-01

    Full Text Available E-governance practices and standardization of processes are significant factors affecting the per-formance of government organizations and undertakings in India. Customer is the backbone of any organization and customer satisfaction is the key for ensuring the success. Using a multiple-criteria decision analysis method named TOPSIS, we attempt to study the impact of e-governance practices on customer satisfaction of Maharashtra Housing and Area Development Authority (MHADA. The method determines the ranking and contribution of different elements in an attempt to determine a suitable strategy for every customer segment. Results show that cus-tomers belonging to Higher Income Group (HIG and Middle Income Group (MIG are more satisfied with the Online Mitra Service while the customers of Lower Income Group (LIG and Economic Weaker Section (EWS are more inclined towards Process Standardization. In order to remove bias and obtain fairly accurate results the data were collected through questionnaire from every customer segment.

  8. 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. PsycINFO Database Record (c) 2014 APA, all rights reserved.

  9. Affect

    NARCIS (Netherlands)

    Cetinic, M.; Diamanti, J.; Szeman, I.; Blacker, S.; Sully, J.

    2017-01-01

    This chapter historicizes four divergent but historically contemporaneous genres of affect theory – romantic, realist, speculative, and materialist. While critics credited with the turn to affect in the 1990s wrote largely in the wake of poststructuralism from the perspective of gender and queer

  10. Predictive Systems for Customer Interactions

    Science.gov (United States)

    Vijayaraghavan, Ravi; Albert, Sam; Singh, Vinod Kumar; Kannan, Pallipuram V.

    With the coming of age of web as a mainstream customer service channel, B2C companies have invested substantial resources in enhancing their web presence. Today customers can interact with a company, not only through the traditional phone channel but also through chat, email, SMS or web self-service. Each of these channels is best suited for some services and ill-matched for others. Customer service organizations today struggle with the challenge of delivering seamlessly integrated services through these different channels. This paper will evaluate some of the key challenges in multi-channel customer service. It will address the challenge of creating the right channel mix i.e. providing the right choice of channels for a given customer/behavior/issue profile. It will also provide strategies for optimizing the performance of a given channel in creating the right customer experience.

  11. 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.

  12. 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

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

    NARCIS (Netherlands)

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

    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

  14. 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

    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 with studied

  15. 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.

  16. 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...

  17. Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

    Directory of Open Access Journals (Sweden)

    Tereza Vebrová

    2016-01-01

    Full Text Available Brand loyalty and customer involvement are two important concepts that help explain and understand a significant part of consumer shopping behavior. The aim of the present work is to identify factors influencing brand loyalty and customer involvement. A further aim is to consider subsequent segmentation of customers with respect to different degrees of brand loyalty and customer involvement. The research was focused on the field of Czech telecommunication services – mobile operators. Primary data were acquired through the method of questionnaire survey. In total, the questionnaire was completed by 340 respondents, of which 319 respondents owned their mobile phones for private purposes only. For more accurate interpretation of the identified factors the Exploratory Factor Analysis method was used. Four factors of brand loyalty were extracted, which account for 75 % of the variability of the original parameters: (1 Cognitive affective loyalty, (2 Trustworthiness, (3 Attitudinal loyalty and (4 Commitment and three factors of customer involvement were found to account for 71 % variability of the original parameters: (1 Social involvement, (2 Centrality, (3 Importance. High loyalty customers mostly have only one SIM card and 73 % of them use a tariff. In a further group of highly involved customers own from 80 % only one SIM card. This study forms part of a research programme investigating the influence of customer involvement on brand loyalty.

  18. Changes in approach to customer loyalty

    OpenAIRE

    Szczepańska, Katarzyna; Gawron, Patryk Paweł

    2011-01-01

    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 group...

  19. 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.

  20. Identifying Affective Domains That Correlate and Predict Mathematics Performance in High-Performing Students in Singapore

    Science.gov (United States)

    Lim, Siew Yee; Chapman, Elaine

    2015-01-01

    Past studies have shown that distinct yet highly correlated sub-constructs of three broad mathematics affective variables: (a) motivation, (b) attitudes and (c) anxiety, have varying degree of correlation with mathematics achievement. The sub-constructs of these three affective constructs are as follows: (a) (i) amotivation, (ii) external…

  1. Predicting retail banking customers' attitude towards Internet ...

    African Journals Online (AJOL)

    chestt

    at increasing the adoption of Internet banking use among retail banking .... customers to access and perform financial transactions on their bank account from ..... customers barely agree with the statements that measured this construct.

  2. WisDOT statewide customer satisfaction survey.

    Science.gov (United States)

    2013-02-01

    The purpose of this study was to develop and initiate a new customer satisfaction tool that would establish a set of baseline : departmental performance measures and be sustainable for future use. ETC Institute completed a statewide customer : survey...

  3. Idaho Transportation Department 2011 customer satisfaction survey.

    Science.gov (United States)

    2011-10-01

    In the spring and summer of 2011, the Idaho Transportation Department (ITD) commissioned a statewide customer satisfaction survey of Idaho residents to assess their perception of ITDs performance in several key areas of customer service. The areas...

  4. Custom controls

    Science.gov (United States)

    Butell, Bart

    1996-02-01

    Microsoft's Visual Basic (VB) and Borland's Delphi provide an extremely robust programming environment for delivering multimedia solutions for interactive kiosks, games and titles. Their object oriented use of standard and custom controls enable a user to build extremely powerful applications. A multipurpose, database enabled programming environment that can provide an event driven interface functions as a multimedia kernel. This kernel can provide a variety of authoring solutions (e.g. a timeline based model similar to Macromedia Director or a node authoring model similar to Icon Author). At the heart of the kernel is a set of low level multimedia components providing object oriented interfaces for graphics, audio, video and imaging. Data preparation tools (e.g., layout, palette and Sprite Editors) could be built to manage the media database. The flexible interface for VB allows the construction of an infinite number of user models. The proliferation of these models within a popular, easy to use environment will allow the vast developer segment of 'producer' types to bring their ideas to the market. This is the key to building exciting, content rich multimedia solutions. Microsoft's VB and Borland's Delphi environments combined with multimedia components enable these possibilities.

  5. 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...

  6. Customer Clustering Based on Customer Purchasing Sequence Data

    OpenAIRE

    Yen-Chung Liu; Yen-Liang Chen

    2017-01-01

    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...

  7. 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.

  8. Social Anxiety, Affect, Cortisol Response and Performance on a Speech Task.

    Science.gov (United States)

    Losiak, Wladyslaw; Blaut, Agata; Klosowska, Joanna; Slowik, Natalia

    2016-01-01

    Social anxiety is characterized by increased emotional reactivity to social stimuli, but results of studies focusing on affective reactions of socially anxious subjects in the situation of social exposition are inconclusive, especially in the case of endocrinological measures of affect. This study was designed to examine individual differences in endocrinological and affective reactions to social exposure as well as in performance on a speech task in a group of students (n = 44) comprising subjects with either high or low levels of social anxiety. Measures of salivary cortisol and positive and negative affect were taken before and after an impromptu speech. Self-ratings and observer ratings of performance were also obtained. Cortisol levels and negative affect increased in both groups after the speech task, and positive affect decreased; however, group × affect interactions were not significant. Assessments conducted after the speech task revealed that highly socially anxious participants had lower observer ratings of performance while cortisol increase and changes in self-reported affect were not related to performance. Socially anxious individuals do not differ from nonanxious individuals in affective reactions to social exposition, but reveal worse performance at a speech task. © 2015 S. Karger AG, Basel.

  9. Proposing a Model to present Factors which Affect e-SCM Risk and their Impacts on Organizational Performance

    Directory of Open Access Journals (Sweden)

    ali rajabzadeh ghatari

    2010-03-01

    Full Text Available Companies strive to improve market share, grow corporate profit, and gain strategic advantage. In order to achieve these goals, supply chain competency must be placed at the heart of a company’s business model. Using e-Commerce and information and communication technologies (ICT in today’s changing demands of business has made organizations more responsive and flexible. E-Commerce and Internet have changed the nature of supply chains and re-defined how customers obtain wisdom of products, services, selection, purchasing and using them. Advent of ICT and new business environment has caused emerge of electronic supply chains. This research has proposed a model for presenting factors which affect electronic supply chain’s risk; besides the influence of the risk on financial and non-financial organization’s performance indicators. Studying the influence of the risk on organization’s performance is conducted in a sample of electronic and telecommunication companies. In order to measure these relationships, using correlation and structural equation modeling (SEM techniques proposed that electronic supply chain risk identification and management have significant impact on organization’s performance improvement.

  10. 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)

  11. From connection to customer

    International Nuclear Information System (INIS)

    Milatz, H.; Soeters, R.

    2001-01-01

    Energy companies can no longer be certain that a customer today will remain a customer tomorrow. They have to work hard to achieve that. They are going from thinking in terms of connections to pampering their customers. Good Customer Relationship Management is a way to achieve a competitive advantage. The whole organisation has to adapt, particularly the customer orientation of employees

  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. Customer Equity von KMUs

    NARCIS (Netherlands)

    Biemel, Friedhelm W.; Henseler, Jörg; Meyer, Jorn-Axel

    2003-01-01

    Customer relationships are most important assets of many SMEs. Customer Equity is the sum of the values of all customer relationships. Customer Equity will not be found in any balance sheet, nevertheless it has strategic importance. Even if companies do not want to publish their Customer Equity for

  14. 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.

  15. Daily fluctuations in positive affect positively co-vary with working memory performance.

    Science.gov (United States)

    Brose, Annette; Lövdén, Martin; Schmiedek, Florian

    2014-02-01

    Positive affect is related to cognitive performance in multiple ways. It is associated with motivational aspects of performance, affective states capture attention, and information processing modes are a function of affect. In this study, we examined whether these links are relevant within individuals across time when they experience minor ups and downs of positive affect and work on cognitive tasks in the laboratory on a day-to-day basis. Using a microlongitudinal design, 101 younger adults (20-31 years of age) worked on 3 working memory tasks on about 100 occasions. Every day, they also reported on their momentary affect and their motivation to work on the tasks. In 2 of the 3 tasks, performance was enhanced on days when positive affect was above average. This performance enhancement was also associated with more motivation. Importantly, increases in task performance on days with above-average positive affect were mainly unrelated to variations in negative affect. This study's results are in line with between-person findings suggesting that high levels of well-being are associated with successful outcomes. They imply that success on cognitively demanding tasks is more likely on days when feeling happier. PsycINFO Database Record (c) 2014 APA, all rights reserved.

  16. 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.

  17. The impact of customer-based brand equity on the operational performance of FMCG companies in India

    Directory of Open Access Journals (Sweden)

    Bijuna C. Mohan

    2016-03-01

    Full Text Available Measurement of brand equity has posed a big challenge to the companies in the Indian fast moving consumer goods (FMCG industry. This paper investigates the impact of brand equity on the operational performance of businesses in the Indian FMCG industry. The research study adopts descriptive and exploratory approaches. The results indicate that there is correlation between brand equity and operational performance of business. The practical implications of the findings are that brand equity has to be effectively managed for improved operational performance of business.

  18. Captivate the customer or vanish

    International Nuclear Information System (INIS)

    Regis, J.

    1994-01-01

    Throughout its expansion program in the 1960s and its energy efficiency programs in the 1970s and 1980s, Hydro-Quebec had a satisfactory proportion of satisfied customers. However, at the end of the 1980s, the utility's customer satisfaction rating slipped below 50% for the first time. Hydro-Quebec's first response was to re-establish transmission system reliability. Service interruptions per customer were reduced from 10 h/y in 1989 to just over 4 h in 1993. Starting in 1990, the utility devised a strategy aimed at fully integrated quality management, with customer service as the top priority. A series of performance commitments was adopted which pinpointed 27 specific targets, each linked to a specific activity; of those targets, 16 are directly related to customer service. A training plan was developed which makes the customer the focus of every action taken by a Hydro-Quebec employee, and office hours have been reorganized in response to constantly evolving customer needs. A courtesy call strategy has been adopted to anticipate customer expectations before they are expressed. Highly personalized and accurately targeted informational tools have been developed for each customer category and a toll-free energy efficiency hotline has been established. Energy efficiency publications are distributed to business and residential customers. Satisfaction with Hydro-Quebec activities rose from 77% in 1992 to 93% in 1993, and credibility in energy efficiency rose from 73% to 85%. A new project being investigated is an electronic superhighway with a variety of customer applications including home automation, load and meter telecontrol, telebilling, and direct payment

  19. (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,

  20. Self-focused attention affects subsequent processing of positive (but not negative) performance appraisals.

    Science.gov (United States)

    Holzman, Jacob B; Valentiner, David P

    2016-03-01

    Cognitive-behavioral models highlight the conjoint roles of self-focused attention (SFA), post-event processing (PEP), and performance appraisals in the maintenance of social anxiety. SFA, PEP, and biased performance appraisals are related to social anxiety; however, limited research has examined how SFA affects information-processing following social events. The current study examined whether SFA affects the relationships between performance appraisals and PEP following a social event.. 137 participants with high (n = 72) or low (n = 65) social anxiety were randomly assigned to conditions of high SFA or low SFA while engaging in a standardized social performance. Subsequent performance appraisals and PEP were measured. Immediate performance appraisals were not affected by SFA. High levels of SFA led to a stronger, inverse relationship between immediate positive performance appraisals and subsequent negative PEP. High levels of SFA also led to a stronger, inverse relationship between negative PEP and changes in positive performance appraisals.. Future research should examine whether the current findings, which involved a standardized social performance event, extend to interaction events as well as in a clinical sample. These findings suggest that SFA affects the processing of positive information following a social performance event. SFA is particularly important for understanding how negative PEP undermines positive performance appraisals.. Published by Elsevier Ltd.

  1. 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…

  2. 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…

  3. Structural Factors That Affect the Performance of Organic Bulk Heterojunction Solar Cells

    KAUST Repository

    Vandewal, Koen; Himmelberger, Scott; Salleo, Alberto

    2013-01-01

    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

  4. An Investigation of Factors Affecting Multi-Task Performance in an Immersive Environment

    National Research Council Canada - National Science Library

    Branscome, Teresa A; Grynovicki, Jock O

    2007-01-01

    This report presents the results of a study included in a series of investigations designed to increase fundamental knowledge and understanding of the factors affecting multi-task performance in a military environment...

  5. Diversity, discrimination, and performance

    OpenAIRE

    Leonard, Jonathan S.; Levine, David I.

    2003-01-01

    Employee diversity may affect business performance both as a result of customer discrimination and as a result of how members of a group work with each other in teams. We test for both channels with data from more than 800 retail stores employing over 70,000 individuals matched to Census data on the demographics of the community. We find little payoff to matching employee demographics to those of potential customers except when the customers do not speak English. Although age diversity doe...

  6. Improving Internal Customer Service

    Science.gov (United States)

    1990-09-01

    34Companies are recognizing that treating customers and associates like people has a very high value" (21:20). 2 Customer service has become more that... customer service is also a strategy with the focus towards people , not product (24:1). Customers are demanding quality service for several reasons...34 (39:45). External Customers . External customers are an organization’s ultimate consumers . They purchase the end product or service an organization

  7. Customer Relationship Management

    OpenAIRE

    Abdillah, Leon

    2018-01-01

    Contents: 1) Introduction, 2) Basic Concept of CRM, 3) The Customer Service/Sales Profile, 4) Customer Relationship, 5) Planning and implementing CRM projects, 6) Developing, managing and using customer-related databases, 7) Managing and Sharing Customer Data, 8) Tools for Capturing Customer Information, 9) E-Commerce: Customer Relationships on the Internet, 10) Information Technology for CRM, 11) Sales-force automation, 12) Marketing automation, 13) Service automation, 14) Presentations, 15)...

  8. FACTORS AFFECTING COST PERFORMANCE IN CONSTRUCTION PROJECTS WITHIN KELANTAN STATE IN MALAYSIA

    OpenAIRE

    ABDELNASER OMRAN; SITI NORHYDAYATON BINTI MAMAT

    2011-01-01

    This study investigates the factors affecting cost performance of construction projects in Kelantan State located in the east-coast part of Malaysia. It draws on relevant previous research in the theory of work on cost performance. Thirty-three contractors companies with different working grades in the state of Kelantan were participated in the study. Data were collected from the contractors using a questionnaire survey. The results indicated that the success factors affecting the cost perfor...

  9. 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...... to industry. The paper concludes with an evaluation of the implications of the findings in relation to the use of results from customer satisfaction studies....

  10. 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? .

  11. 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.

  12. Customer Value Sebagai Sumberdaya Informasi Bagi Perusahaan

    OpenAIRE

    Pujihastuti, Isti

    2007-01-01

    Buy a product or services is a process and are influenced many factors. ext. customer's satisfaction. The concept of customer satisfaction suggests strong relationship to customer value in a hierarchical model. Starting at the bottom of the hierarchy, customer learn to think about products and performances attribute. When purchasing and using a product, they learn concequence experiences, reflected in value in use and possession value, that is the next level up in the hierarchy. The top level...

  13. Zone of Acceptance Under Performance Measurement: Does Performance Information Affect Employee Acceptance of Management Authority?

    DEFF Research Database (Denmark)

    Nielsen, Poul Aaes; Jacobsen, Christian Bøtcher

    2018-01-01

    Public sector employees have traditionally enjoyed substantial influence and bargaining power in organizational decision making, but few studies have investigated the formation of employee acceptance of management authority. Drawing on the “romance of leadership” perspective, the authors argue th...... that performance measurement can alter public sector authority relations and have implications regarding how public managers can use performance information strategically to gain acceptance of management authority and organizational change....

  14. Customization of biomedical terminologies.

    Science.gov (United States)

    Homo, Julien; Dupuch, Laëtitia; Benbrahim, Allel; Grabar, Natalia; Dupuch, Marie

    2012-01-01

    Within the biomedical area over one hundred terminologies exist and are merged in the Unified Medical Language System Metathesaurus, which gives over 1 million concepts. When such huge terminological resources are available, the users must deal with them and specifically they must deal with irrelevant parts of these terminologies. We propose to exploit seed terms and semantic distance algorithms in order to customize the terminologies and to limit within them a semantically homogeneous space. An evaluation performed by a medical expert indicates that the proposed approach is relevant for the customization of terminologies and that the extracted terms are mostly relevant to the seeds. It also indicates that different algorithms provide with similar or identical results within a given terminology. The difference is due to the terminologies exploited. A special attention must be paid to the definition of optimal association between the semantic similarity algorithms and the thresholds specific to a given terminology.

  15. RISK MANAGEMENT IN CUSTOMS CONTROL

    Directory of Open Access Journals (Sweden)

    Elena Valerievna Drobot

    2017-06-01

    Full Text Available Customs administrations operating in the modern global economy are faced with a complex range of challenges. The prime responsibilities remain the collection of revenues and the protection of the society, but these demanding tasks must be performed effectively and efficiently, whilst at the same time facilitating the flow of legitimate goods. Risk management is a logical and systematic method of identifying, analyzing and managing risks. Risk management can be associated with any activity, function or process within the organization and will enable the organization to take advantage of opportunities and minimize potential losses. Minimization of the human factor in customs control through the implementation of non-intrusive inspection equipment can be very useful. The particularities of risk-management system (RMS implementation within customs control are discussed in the article. The authors single out the elements of the risk-management system, evaluate the effectiveness of risk-management in customs control. The main reasons for non-implementation of the risk-management system in customs control are described as well. The particular attention is paid to the benefits of customs risk management. The authors’ hypothesis is that risk management in customs control must find a balance between costs and benefits to address all risks equally. Criteria are needed to decide what constitutes an acceptable or unacceptable risk. Thus, system analysis and risk management system are the effective mechanisms for acceleration of customs clearance and improve the quality of customs control. As a conclusion, the authors give recommendations for the improvement of the effectiveness of risk management system in customs control.

  16. Pengaruh Customer Service Quality, Customer Perceived Value, Customer Satisfaction, Customer Trust Dan Switching Barriers Terhadap Customer Retention.

    OpenAIRE

    Hardjanti, Adiati; Amalia, Dinna

    2014-01-01

    Penelitian ini bertujuan untuk mengetahui pengaruh customer service quality, customer perceived value, customer satisfaction, customer trust dan switching barriers terhadap customer retention. Rancangan penelitian yang digunakan dalam penelitian ini adalah pengujian hipotesis (testing hypotesis). Pengambilan sampel dalam penelitian ini menggunakan teknik purposive sampling dan keseluruhan hipotesis diuji dengan metode structural equation modeling yang menggunakan Amos 7.0. Data dalam peneliti...

  17. Moderating and mediating effects of switching costs on the relationship between service value, customer satisfaction and customer loyalty: investigation of retail banking in Vietnam

    Directory of Open Access Journals (Sweden)

    Vu Minh Ngo

    2017-05-01

    Full Text Available Switching cost highlights the way how companies create barriers to proactively prevent customer defection which directly and significantly affects customer loyalty and then companies’ performance. The purpose of this paper is to provide empirical evidences about the impact of switching cost on customer loyalty by examining its mediating and moderating effects on the relationships between service value, customer satisfaction and customer loyalty. Specially, two difference types of switching costs, positive one and negative one, are proposed and tested independently in order to provide more insights about their impacts. The data about switching costs and other constructs are collected from 261 retail banking customers, and analysed using structural equation modelling and moderated path analysis. It is found that positive switching costs increase customer loyalty by partly transforming the effect of service value and customer satisfaction into customer loyalty. While negative switching cost only mediates the service value-loyalty relationship. Moreover, only negative switching cost has significant moderating effect on the satisfaction-loyalty relationships. Finally, the analysis reveals that negative switching cost might also weaken good impacts from positive switching cost on satisfaction-loyalty relationships.

  18. How Need for Cognition Affects the Formation of Performance Expectancies at School

    Science.gov (United States)

    Dickhauser, Oliver; Reinhard, Marc-Andre

    2009-01-01

    Individuals with low Need for Cognition (NFC) have been found to process information using a peripheral route compared to individuals higher in NFC. These differences affect the formation of performance expectancies. Based on previous work demonstrating that the formation of performance expectancies can be understood as an information processing…

  19. 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…

  20. Performance Assessment in CTE: Focusing on the Cognitive, Psychomotor ...and Affective Domains

    Science.gov (United States)

    Washer, Bart; Cochran, Lori

    2012-01-01

    When a student is performing in the psychomotor domain, the authors believe the student is also performing in the cognitive domain (sequencing steps, evaluating the situation) and in the affective domain (appreciating a job well done, quality control, safety). As Dabney Doty, former instructor at the University of Central Missouri, stated, "There…

  1. A flexible influence of affective feelings on creative and analytic performance.

    Science.gov (United States)

    Huntsinger, Jeffrey R; Ray, Cara

    2016-09-01

    Considerable research shows that positive affect improves performance on creative tasks and negative affect improves performance on analytic tasks. The present research entertained the idea that affective feelings have flexible, rather than fixed, effects on cognitive performance. Consistent with the idea that positive and negative affect signal the value of accessible processing inclinations, the influence of affective feelings on performance on analytic or creative tasks was found to be flexibly responsive to the relative accessibility of different styles of processing (i.e., heuristic vs. systematic, global vs. local). When a global processing orientation was accessible happy participants generated more creative uses for a brick (Experiment 1), successfully solved more remote associates and insight problems (Experiment 2) and displayed broader categorization (Experiment 3) than those in sad moods. When a local processing orientation was accessible this pattern reversed. When a heuristic processing style was accessible happy participants were more likely to commit the conjunction fallacy (Experiment 3) and showed less pronounced anchoring effects (Experiment 4) than sad participants. When a systematic processing style was accessible this pattern reversed. Implications of these results for relevant affect-cognition models are discussed. (PsycINFO Database Record (c) 2016 APA, all rights reserved).

  2. 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. © 2016 Wiley Periodicals, Inc.

  3. Factors Affecting The Business Performance Of Female Owned Enterprises In Turkish Republic Of Northern Cyprus

    OpenAIRE

    JENKINS, Hatice; KATIRCIOĞLU, Salih

    2007-01-01

    This study is the first empirical research on the performance of the Turkish Cypriot female entrepreneurs in North Cyprus. The research helps to identify the major factors affecting the performance of Turkish Cypriot female entrepreneurs both positively and negatively. Furthermore, it identifies the main causes of performance variations among the businesses owned by female entrepreneurs. A face to face survey method was utilized to collect primary data from two hundred female entrepreneurs an...

  4. Factors Affecting the Business Performance of Female Owned Enterprises in TRNC

    OpenAIRE

    Hatice Jenkins; Salih Katircioglu

    2007-01-01

    This study is the first empirical research on the performance of the Turkish Cypriot female entrepreneurs in North Cyprus. The research helps to identify the major factors affecting the performance of Turkish Cypriot female entrepreneurs both positively and negatively. Furthermore, it identifies the main causes of performance variations among the businesses owned by female entrepreneurs. A face to face survey method was utilized to collect primary data from two hundred female entrepreneurs an...

  5. The interaction between consumers during the online customer journey

    OpenAIRE

    Nieminen, Päivi

    2017-01-01

    The examination of the customer experience throughout customer journey is important to the business and academia. Creating a strong and positive experience within the customer journey will lead to better outcome by improving performance in customer travel at multiple touch points and through enhanced customer loyalty and word of mouth. There are a number of studies about interaction and online customer journey, but only a few research have explored social interactions between consumers during...

  6. 'Online Shopping’ Customer Satisfaction and Loyalty in Norway

    OpenAIRE

    Sankaran, Pervaiz Ali and Sudha

    2010-01-01

    The primary goal of this research is to analyze the customer satisfaction and loyalty of the online customers in Norway. The theoretical framework discusses in brief about the effects of customer loyalty and retention on customer satisfaction. The study on customer satisfaction and loyalty has been done from the perspective of a firm performing online business. To understand the customer satisfaction and loyalty level of online Norwegian shoppers, we pursued with the collection of quantitativ...

  7. The Effects of Self-Focus On Affect and Vertical Jump Performance of NCAA Athletes

    Directory of Open Access Journals (Sweden)

    Thomas G. Hammond

    2015-04-01

    Full Text Available Self-focused attention is often associated with a process of evaluation that has implications for affect, motivation and performance. However, this topic has received little attention in elite sport. Thus, the aim of this study was to understand the relationship between self-focused attention, affective responses and physical performance of successfully (n=12 and unsuccessful (n=12 NCAA athletes. Each athlete was presented with a self-focused and other-focused condition. They provided ratings of positive affect and then completed vertical squat jumps after each stimulus condition. Significant interactions were observed between stimulus condition and athlete performance group for all dependent variables. Successful athletes demonstrated significantly more positive affect, and greater jump height and energy output following the self-focused condition. The opposite trend was observed for unsuccessful athletes. These findings highlight the potential for self-focused attention to enhance or detract from sport performance based on the direction of self-discrepancies. Keywords: self-focused attention, self-evaluation, elite athletes, positive affect, athletic performance

  8. 75 FR 35093 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236.

    Science.gov (United States)

    2010-06-21

    ... OFFICE OF PERSONNEL MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control... customers to evaluate our performance in providing services. Customer satisfaction surveys are valuable... surveys. Only those surveys relating specifically to customer satisfaction will be associated with OMB...

  9. Research Performance of Higher Education Institutions: A Review on the Measurements and Affecting Factors of Research Performance

    Directory of Open Access Journals (Sweden)

    Oya TAMTEKİN AYDIN

    2017-08-01

    Full Text Available Recently, the increasing competition in higher education has attracted attention by many researchers. They have emphasized that the aim of the growing competition between universities is to increase the number of students, the research performance and get research support, find qualified faculty members, and receive financial contributions. This paper aims to draw attention to “research performance” which is a significant part of the competition among the universities. In connection with this goal, the study tries to outline the results of an extensive literature review in the field of higher education research performance. Firstly, literature regarding research performance, its definition as a concept, and its indicators are discussed. Then, the factors influencing research performance are presented in a comprehensive manner. At the end of the study, a conceptual framework that will be useful for all university staff is provided. Understanding the concept of research performance and the factors affecting research performance can help relevant authorities improve their current positions.

  10. Customer relationship management

    OpenAIRE

    Gudeliūnas, Mindaugas

    2016-01-01

    My name is Mindaugas Gudeliūnas. My bachelors thesis topic is "Customer Relationship Management". The main goal of my work was to investigate customers relationship management and to create modern system, which is fast, easy to use and made for small business. Customer relationship management is really beneficial for a lot of companies. It can make your relationships with a customer more reliable and loyal, it can automate a lot of processes, which are related to customer management, human re...

  11. Customer relationship management system

    OpenAIRE

    Selenis, Laimonas

    2004-01-01

    Customer Relationship Management (CRM) is one of the biggest problems for many companies today. By analyzing history records (profiles) of its customers, organization can effectively adapt its business activity to users needs and create better products and services. Proper analysis of customer profiles can help to predict the behaviour of the customers. After grouping customer profiles by similar attributes, company can easier handle its interactions with similar users. Such group profiling c...

  12. Managing customer knowledge

    OpenAIRE

    2013-01-01

    M. Phil. (Information Management) Customer relationship management has been exposed as a strategic failure, unveiling only customer dissatisfaction. A new method for managing customers is consequently required. The effect of the knowledge economy has brought about a change in global orientation, in the focus on customer wants and needs to increase satisfaction. There was then a shift in focus from information to knowledge. In such an economy, the customer knowledge management strategy, as ...

  13. The Role of Perceived Value and Perceived Price to Influence Customer Satisfaction and Customer Loyalty at PT Bank Sulut

    OpenAIRE

    Tampi, Rebeca V.

    2013-01-01

    Customer satisfaction in service industry is the basic reason that the performance of the industry already has attention from the people that already use the service. In bank, customer satisfaction becomes important to know what the customer need and want, to become loyal. Because, customer satisfaction is the first step, to make customer continuous use the service of the bank. This research is aimed to analyze the influence of perceived value and perceived price to customer satisfaction, pe...

  14. 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...

  15. Heat affected zone and fatigue crack propagation behavior of high performance steel

    International Nuclear Information System (INIS)

    Choi, Sung Won; Kang, Dong Hwan; Kim, Tae Won; Lee, Jong Kwan

    2009-01-01

    The effect of heat affected zone in high performance steel on fatigue crack propagation behavior, which is related to the subsequent microstructure, was investigated. A modified Paris-Erdogan equation was presented for the analysis of fatigue crack propagation behavior corresponding to the heat affected zone conditions. Fatigue crack propagation tests under 0.3 stress ratio and 0.1 load frequency were conducted for both finegrained and coarse-grained heat affected zones, respectively. As shown in the results, much higher crack growth rate occurred in a relatively larger mean grain size material under the same stress intensity range of fatigue crack propagation process for the material.

  16. 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.

  17. 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.  

  18. 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

  19. 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...

  20. Neuromarketing: Understanding Customers' Subconscious Responses to Marketing

    OpenAIRE

    Jussi Numminen; Jarmo Heinonen; Mika Westerlund; Seppo Leminen; Lauri Palokangas; Jyrki Suomala

    2012-01-01

    This article presents neuromarketing as a way to detect brain activation during customer engagement. Neuromarketing is a field of marketing research that studies consumers' sensorimotor, cognitive, and affective response to marketing stimuli. We established a Virtual Customer Journey model based on the consultative selling process to study customer engagement by using brain scans. Consultative selling suggests that a customer’s shopping experience is managed by the salesperson’s behaviour and...

  1. 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.

  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. High variability impairs motor learning regardless of whether it affects task performance.

    Science.gov (United States)

    Cardis, Marco; Casadio, Maura; Ranganathan, Rajiv

    2018-01-01

    Motor variability plays an important role in motor learning, although the exact mechanisms of how variability affects learning are 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). 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 toward 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 with 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. NEW & NOTEWORTHY We examined the role of introducing variability during motor learning in a redundant task. The presence of redundancy allows variability to be introduced in different dimensions: the task space (where it affects task performance) or the null space (where it does not affect task performance). We found that introducing variability affected learning adversely, but the amount of

  4. Neonicotinoid insecticides negatively affect performance measures of non‐target terrestrial arthropods: a meta‐analysis

    Science.gov (United States)

    Main, Anson; Webb, Elisabeth B.; Goyne, Keith W.; Mengel, Doreen C.

    2018-01-01

    Neonicotinoid insecticides are currently the fastest‐growing and most widely used insecticide class worldwide. Valued for their versatility in application, these insecticides may cause deleterious effects in a range of non‐target (beneficial) arthropods. However, it remains unclear whether strong patterns exist in terms of their major effects, if broad measures of arthropod performance are negatively affected, or whether different functional groups are equally vulnerable. Here, we present a meta‐analysis of 372 observations from 44 field and laboratory studies that describe neonicotinoid effects on 14 arthropod orders across five broad performance measures: abundance, behavior, condition, reproductive success, and survival. Across studies, neonicotinoids negatively affected all performance metrics evaluated; however, magnitude of the effects varied. Arthropod behavior and survival were the most negatively affected and abundance was the least negatively affected. Effects on arthropod functional groups were inconsistent. Pollinator condition, reproductive success, and survival were significantly lower in neonicotinoid treatments compared to untreated controls; whereas, neonicotinoid effects on detritivores were not significant. Although magnitude of arthropod response to neonicotinoids varied among performance measures and functional groups, we documented a consistent negative relationship between exposure to neonicotinoid insecticides in published studies and beneficial arthropod performance.

  5. 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…

  6. How does public service motivation among teachers affect student performance in schools?

    DEFF Research Database (Denmark)

    Andersen, Lotte Bøgh; Heinesen, Eskil; HolmPedersen, Lene

    2014-01-01

    using an objective outcome measure (the students' academic performance in their final examinations). Combining survey data and administrative register data in a multilevel data set, we are able to control very robustly for the specific characteristics of the students (n = 5,631), the schools (n = 85......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...

  7. Pengaruh Customer Relationship Marketing Dan Nilai Nasabah Terhadap Loyalitas Nasabah (Studi Kasus: Pada PT Bank Muamalat Cabang Jambi) the Effect of Customer Relationship Marketing and Customer Value to Customer Loyalty (Case Study: Muamalat Bank Ja

    OpenAIRE

    Harun, Harniza

    2011-01-01

    This study analyzes of the effect of customer relationship marketing  and customer value to customer loyalty. The object of this study is the Jambi branch of Bank Muamalat Indonesia. Research problem refers to the phenomenon of the business to the criticism and suggestions received from the ministry of consumer behavior refers to rumsan problem How to Influence Customer relationship marketing on customer loyalty. The research objective was formulated to seek answers to the flow that affect cu...

  8. Impact Of Customer Relationship Management On Customer Retention A Case Of Private Banks Of Sialkot Punjab

    Directory of Open Access Journals (Sweden)

    Nayab Bashir

    2017-08-01

    Full Text Available Customer relationship management is good for banking sector to increase in any economic condition and for customers to receive quality services This research check the impact of customer relationship management activities on banks customer retention in Sialkot Punjab. For the purpose of study a sampling analysis was conducted among 330 customers of selected private banks that is Habib Bank limited United Bank limited Faysal Bank limited with the help of a structured questionnaire. 316 questionnaires were usable. Statistical answers give support on the high positive relationship between customer relationship management CRM and customer satisfaction. This study exposed that there is a important positive relationship among the variables. This study exposes that the suitable execution of CRM will increases the number of customer satisfaction or make long term healthy relations with the current or potential customers through managing information or improve the performance of services that assist customer retention. Acronyms CRM Customer relationship management CS Customer satisfaction CR Customer retention Abbreviations Customer relationship management

  9. 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.

  10. Does Congruence Between Incentive System and Locus of Control Affect Team Performance?

    OpenAIRE

    Mutmainah Siti; Sugiri Slamet

    2017-01-01

    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...

  11. Customer-oriented risk assessment in network utilities

    International Nuclear Information System (INIS)

    Gómez Fernández, Juan F.; Márquez, Adolfo Crespo; López-Campos, Mónica A.

    2016-01-01

    For companies that distribute services such as telecommunications, water, energy, gas, etc., quality perceived by the customers has a strong impact on the fulfillment of financial goals, positively increasing the demand and negatively increasing the risk of customer churn (loss of customers). Failures by these companies may cause customer affection in a massive way, augmenting the intention to leave the company. Therefore, maintenance performance and specifically service reliability has a strong influence on financial goals. This paper proposes a methodology to evaluate the contribution of the maintenance department in economic terms, based on service unreliability by network failures. The developed methodology aims to provide an analysis of failures to facilitate decision making about maintenance (preventive/predictive and corrective) costs versus negative impacts in end-customer invoicing based on the probability of losing customers. Survival analysis of recurrent failures with the General Renewal Process distribution is used for this novel purpose with the intention to be applied as a standard procedure to calculate the expected maintenance financial impact, for a given period of time. Also, geographical areas of coverage are distinguished, enabling the comparison of different technical or management alternatives. Two case studies in a telecommunications services company are presented in order to illustrate the applicability of the methodology. - Highlights: • Reliability and reparability impact the rate of abandonment of customers. • Expected reliability and interruptions must be contemplated in services contracts. • Preventive maintenance reduces the risk of abandonment, besides corrective costs. • Analysis of investment in service reliability vs. impact on customer retention. • Reliability of services has a positive impact in business financial situation.

  12. 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.

  13. Factors Affecting University Entrants' Performance in High-Stakes Tests: A Multiple Regression Analysis

    Science.gov (United States)

    Uy, Chin; Manalo, Ronaldo A.; Cabauatan, Ronaldo R.

    2015-01-01

    In the Philippines, students seeking admission to a university are usually required to meet certain entrance requirements, including passing the entrance examinations with questions on IQ and English, mathematics, and science. This paper aims to determine the factors that affect the performance of entrants into business programmes in high-stakes…

  14. 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…

  15. 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…

  16. Customer orientation and innovation : a comparative study of manufacturing and service firms

    OpenAIRE

    Wang, Qiang; Zhao, Xiande; Voss, Christopher

    2016-01-01

    This study investigates the effect of customer orientation on innovation performance in manufacturing and service firms by comparing their innovation mechanisms. Based on a sample of 1646 manufacturing firms and 686 service firms, our results indicate that customer orientation positively affects service innovativeness and product innovativeness in service firms and manufacturing firms, respectively, and that such effects are mediated by two important firm resources: supplier collaboration and...

  17. The Effect of HR Practices on Employee and Customer Satisfaction - A Study of an Airport Infrastructure Manager

    OpenAIRE

    Sebastiampillai, Shaleen; Holm, Victoria Urdshals

    2017-01-01

    Problem Statement: The aim of this study is to identify how the use of Human Resource (HR) practices are able to affect employee attitudes and behaviours, and how these in turn affect organizational performance measured as customer satisfaction. Motivation: Caused by the increased competitive market, many airports have turned to service quality as a strategy for achieving competitive advantage. For service companies, the key to make profits is by satisfying their customers. As the intera...

  18. Pengaruh Customer Relationship Management (Crm) Terhadap Customer Satisfaction Dan Customer Loyalty Pada Pelanggan Matahari Department Store

    OpenAIRE

    Ham, Meyske

    2016-01-01

    This study was conducted to determine the effect Benefits of Customer Relationship Management and Customer satisfation to Customer Loyalty in Customers Matahari Department Store. Customer relationship management (CRM) is part of a marketing strategy to get satisfaction and increase customer loyalty. CRM and customer satisfaction can encourage customer loyalty where customers do not easily switch to other companies. The population is all customers Matahari Department Store, and the sample are ...

  19. 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.

  20. 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.

  1. 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...

  2. 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 a...

  3. Universal and culture-specific factors in the recognition and performance of musical affect expressions.

    Science.gov (United States)

    Laukka, Petri; Eerola, Tuomas; Thingujam, Nutankumar S; Yamasaki, Teruo; Beller, Grégory

    2013-06-01

    We present a cross-cultural study on the performance and perception of affective expression in music. Professional bowed-string musicians from different musical traditions (Swedish folk music, Hindustani classical music, Japanese traditional music, and Western classical music) were instructed to perform short pieces of music to convey 11 emotions and related states to listeners. All musical stimuli were judged by Swedish, Indian, and Japanese participants in a balanced design, and a variety of acoustic and musical cues were extracted. Results first showed that the musicians' expressive intentions could be recognized with accuracy above chance both within and across musical cultures, but communication was, in general, more accurate for culturally familiar versus unfamiliar music, and for basic emotions versus nonbasic affective states. We further used a lens-model approach to describe the relations between the strategies that musicians use to convey various expressions and listeners' perceptions of the affective content of the music. Many acoustic and musical cues were similarly correlated with both the musicians' expressive intentions and the listeners' affective judgments across musical cultures, but the match between musicians' and listeners' uses of cues was better in within-cultural versus cross-cultural conditions. We conclude that affective expression in music may depend on a combination of universal and culture-specific factors.

  4. Relation Between Mathematical Performance, Math Anxiety, and Affective Priming in Children With and Without Developmental Dyscalculia.

    Science.gov (United States)

    Kucian, Karin; Zuber, Isabelle; Kohn, Juliane; Poltz, Nadine; Wyschkon, Anne; Esser, Günter; von Aster, Michael

    2018-01-01

    Many children show negative emotions related to mathematics and some even develop mathematics anxiety. The present study focused on the relation between negative emotions and arithmetical performance in children with and without developmental dyscalculia (DD) using an affective priming task. Previous findings suggested that arithmetic performance is influenced if an affective prime precedes the presentation of an arithmetic problem. In children with DD specifically, responses to arithmetic operations are supposed to be facilitated by both negative and mathematics-related primes (= negative math priming effect ).We investigated mathematical performance, math anxiety, and the domain-general abilities of 172 primary school children (76 with DD and 96 controls). All participants also underwent an affective priming task which consisted of the decision whether a simple arithmetic operation (addition or subtraction) that was preceded by a prime (positive/negative/neutral or mathematics-related) was true or false. Our findings did not reveal a negative math priming effect in children with DD. Furthermore, when considering accuracy levels, gender, or math anxiety, the negative math priming effect could not be replicated. However, children with DD showed more math anxiety when explicitly assessed by a specific math anxiety interview and showed lower mathematical performance compared to controls. Moreover, math anxiety was equally present in boys and girls, even in the earliest stages of schooling, and interfered negatively with performance. In conclusion, mathematics is often associated with negative emotions that can be manifested in specific math anxiety, particularly in children with DD. Importantly, present findings suggest that in the assessed age group, it is more reliable to judge math anxiety and investigate its effects on mathematical performance explicitly by adequate questionnaires than by an affective math priming task.

  5. "Preparatory power posing affects nonverbal presence and job interview performance": Correction to Cuddy et al. (2015).

    Science.gov (United States)

    2018-05-01

    Reports an error in "Preparatory power posing affects nonverbal presence and job interview performance" by Amy J. C. Cuddy, Caroline A. Wilmuth, Andy J. Yap and Dana R. Carney ( Journal of Applied Psychology , 2015[Jul], Vol 100[4], 1286-1295). In the article, the degrees of freedom associated with the three F-tests noted on pages 1289 and 1290 should be 1 and 59 (and not 1 and 60, as previously reported). Also, on p. 1290, in the first sentence under the "Mediation" heading, it should be noted that the dependent variables were regressed onto the mediators, and not the other way around. Finally, in Figures 2 and 3 (on p.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. (PsycINFO Database

  6. Relation Between Mathematical Performance, Math Anxiety, and Affective Priming in Children With and Without Developmental Dyscalculia

    Directory of Open Access Journals (Sweden)

    Karin Kucian

    2018-04-01

    Full Text Available Many children show negative emotions related to mathematics and some even develop mathematics anxiety. The present study focused on the relation between negative emotions and arithmetical performance in children with and without developmental dyscalculia (DD using an affective priming task. Previous findings suggested that arithmetic performance is influenced if an affective prime precedes the presentation of an arithmetic problem. In children with DD specifically, responses to arithmetic operations are supposed to be facilitated by both negative and mathematics-related primes (=negative math priming effect.We investigated mathematical performance, math anxiety, and the domain-general abilities of 172 primary school children (76 with DD and 96 controls. All participants also underwent an affective priming task which consisted of the decision whether a simple arithmetic operation (addition or subtraction that was preceded by a prime (positive/negative/neutral or mathematics-related was true or false. Our findings did not reveal a negative math priming effect in children with DD. Furthermore, when considering accuracy levels, gender, or math anxiety, the negative math priming effect could not be replicated. However, children with DD showed more math anxiety when explicitly assessed by a specific math anxiety interview and showed lower mathematical performance compared to controls. Moreover, math anxiety was equally present in boys and girls, even in the earliest stages of schooling, and interfered negatively with performance. In conclusion, mathematics is often associated with negative emotions that can be manifested in specific math anxiety, particularly in children with DD. Importantly, present findings suggest that in the assessed age group, it is more reliable to judge math anxiety and investigate its effects on mathematical performance explicitly by adequate questionnaires than by an affective math priming task.

  7. Relation Between Mathematical Performance, Math Anxiety, and Affective Priming in Children With and Without Developmental Dyscalculia

    Science.gov (United States)

    Kucian, Karin; Zuber, Isabelle; Kohn, Juliane; Poltz, Nadine; Wyschkon, Anne; Esser, Günter; von Aster, Michael

    2018-01-01

    Many children show negative emotions related to mathematics and some even develop mathematics anxiety. The present study focused on the relation between negative emotions and arithmetical performance in children with and without developmental dyscalculia (DD) using an affective priming task. Previous findings suggested that arithmetic performance is influenced if an affective prime precedes the presentation of an arithmetic problem. In children with DD specifically, responses to arithmetic operations are supposed to be facilitated by both negative and mathematics-related primes (=negative math priming effect).We investigated mathematical performance, math anxiety, and the domain-general abilities of 172 primary school children (76 with DD and 96 controls). All participants also underwent an affective priming task which consisted of the decision whether a simple arithmetic operation (addition or subtraction) that was preceded by a prime (positive/negative/neutral or mathematics-related) was true or false. Our findings did not reveal a negative math priming effect in children with DD. Furthermore, when considering accuracy levels, gender, or math anxiety, the negative math priming effect could not be replicated. However, children with DD showed more math anxiety when explicitly assessed by a specific math anxiety interview and showed lower mathematical performance compared to controls. Moreover, math anxiety was equally present in boys and girls, even in the earliest stages of schooling, and interfered negatively with performance. In conclusion, mathematics is often associated with negative emotions that can be manifested in specific math anxiety, particularly in children with DD. Importantly, present findings suggest that in the assessed age group, it is more reliable to judge math anxiety and investigate its effects on mathematical performance explicitly by adequate questionnaires than by an affective math priming task.

  8. How health behaviors relate to academic performance via affect: an intensive longitudinal study.

    Directory of Open Access Journals (Sweden)

    Lavinia Flueckiger

    Full Text Available OBJECTIVE: This intensive longitudinal study examined how sleep and physical activity relate to university students' affect and academic performance during a stressful examination period. METHODS: On 32 consecutive days, 72 first-year students answered online questionnaires on their sleep quality, physical activity, positive and negative affect, learning goal achievement, and examination grades. First-year university students are particularly well-suited to test our hypotheses: They represent a relatively homogeneous population in a natural, but controlled setting, and simultaneously deal with similar stressors, such as examinations. Data were analyzed using multilevel structural equation models. RESULTS: Over the examination period, better average sleep quality but not physical activity predicted better learning goal achievement. Better learning goal achievement was associated with increased probability of passing all examinations. Relations of average sleep quality and average physical activity with learning goal achievement were mediated by experienced positive affect. In terms of day-to-day dynamics, on days with better sleep quality, participants reported better learning goal achievement. Day-to-day physical activity was not related to daily learning goal achievement. Daily positive and negative affect both mediated the effect of day-to-day sleep quality and physical activity on daily learning goal achievement. CONCLUSION: Health behaviors such as sleep quality and physical activity seem important for both academic performance and affect experience, an indicator of mental health, during a stressful examination period. These results are a first step toward a better understanding of between- and within-person variations in health behaviors, affect, and academic performance, and could inform prevention and intervention programs for university students.

  9. How health behaviors relate to academic performance via affect: an intensive longitudinal study.

    Science.gov (United States)

    Flueckiger, Lavinia; Lieb, Roselind; Meyer, Andrea H; Mata, Jutta

    2014-01-01

    This intensive longitudinal study examined how sleep and physical activity relate to university students' affect and academic performance during a stressful examination period. On 32 consecutive days, 72 first-year students answered online questionnaires on their sleep quality, physical activity, positive and negative affect, learning goal achievement, and examination grades. First-year university students are particularly well-suited to test our hypotheses: They represent a relatively homogeneous population in a natural, but controlled setting, and simultaneously deal with similar stressors, such as examinations. Data were analyzed using multilevel structural equation models. Over the examination period, better average sleep quality but not physical activity predicted better learning goal achievement. Better learning goal achievement was associated with increased probability of passing all examinations. Relations of average sleep quality and average physical activity with learning goal achievement were mediated by experienced positive affect. In terms of day-to-day dynamics, on days with better sleep quality, participants reported better learning goal achievement. Day-to-day physical activity was not related to daily learning goal achievement. Daily positive and negative affect both mediated the effect of day-to-day sleep quality and physical activity on daily learning goal achievement. Health behaviors such as sleep quality and physical activity seem important for both academic performance and affect experience, an indicator of mental health, during a stressful examination period. These results are a first step toward a better understanding of between- and within-person variations in health behaviors, affect, and academic performance, and could inform prevention and intervention programs for university students.

  10. Working parameters affecting earth-air heat exchanger (EAHE) system performance for passive cooling: A review

    Science.gov (United States)

    Darius, D.; Misaran, M. S.; Rahman, Md. M.; Ismail, M. A.; Amaludin, A.

    2017-07-01

    The study on the effect of the working parameters such as pipe material, pipe length, pipe diameter, depth of burial of the pipe, air flow rate and different types of soils on the thermal performance of earth-air heat exchanger (EAHE) systems is very crucial to ensure that thermal comfort can be achieved. In the past decade, researchers have performed studies to develop numerical models for analysis of EAHE systems. Until recently, two-dimensional models replaced the numerical models in the 1990s and in recent times, more advanced analysis using three-dimensional models, specifically the Computational Fluid Dynamics (CFD) simulation in the analysis of EAHE system. This paper reviews previous models used to analyse the EAHE system and working parameters that affects the earth-air heat exchanger (EAHE) thermal performance as of February 2017. Recent findings on the parameters affecting EAHE performance are also presented and discussed. As a conclusion, with the advent of CFD methods, investigational work have geared up to modelling and simulation work as it saves time and cost. Comprehension of the EAHE working parameters and its effect on system performance is largely established. However, the study on type of soil and its characteristics on the performance of EAHEs systems are surprisingly barren. Therefore, future studies should focus on the effect of soil characteristics such as moisture content, density of soil, and type of soil on the thermal performance of EAHEs system.

  11. 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

  12. 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.

  13. 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.

  14. 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.

  15. Performance of the score systems Acute Physiology and Chronic Health Evaluation II and III at an interdisciplinary intensive care unit, after customization

    Science.gov (United States)

    Markgraf, Rainer; Deutschinoff, Gerd; Pientka, Ludger; Scholten, Theo; Lorenz, Cristoph

    2001-01-01

    Background: Mortality predictions calculated using scoring scales are often not accurate in populations other than those in which the scales were developed because of differences in case-mix. The present study investigates the effect of first-level customization, using a logistic regression technique, on discrimination and calibration of the Acute Physiology and Chronic Health Evaluation (APACHE) II and III scales. Method: Probabilities of hospital death for patients were estimated by applying APACHE II and III and comparing these with observed outcomes. Using the split sample technique, a customized model to predict outcome was developed by logistic regression. The overall goodness-of-fit of the original and the customized models was assessed. Results: Of 3383 consecutive intensive care unit (ICU) admissions over 3 years, 2795 patients could be analyzed, and were split randomly into development and validation samples. The discriminative powers of APACHE II and III were unchanged by customization (areas under the receiver operating characteristic [ROC] curve 0.82 and 0.85, respectively). Hosmer-Lemeshow goodness-of-fit tests showed good calibration for APACHE II, but insufficient calibration for APACHE III. Customization improved calibration for both models, with a good fit for APACHE III as well. However, fit was different for various subgroups. Conclusions: The overall goodness-of-fit of APACHE III mortality prediction was improved significantly by customization, but uniformity of fit in different subgroups was not achieved. Therefore, application of the customized model provides no advantage, because differences in case-mix still limit comparisons of quality of care. PMID:11178223

  16. 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.

  17. 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).

  18. Theorizing One Learner’s Perceived Affective Experiences and Performances from a Dynamic Perspective

    Directory of Open Access Journals (Sweden)

    Luanyi Xiao

    2016-03-01

    Full Text Available This paper examines the perceptions of one Chinese learner of English at a university. From a Dynamic System Theory (DST perspective, the student’s perceptions, affective experiences and classroom learning will be explored by identifying the non-linear relationships between them. This paper aims to investigate the relationship between the student’s perceived affective experiences and her self-reported performances in a foreign language classroom. The participant was a second-year university student from a foreign language university in China. Diary, questionnaire, semi-structured interview, and class observation were applied to investigate this 6-month longitudinal study. Emotional ambivalence including several different affective patterns and five attractor states, namely, Integrative Disposition, Amotivation, Autonomy, Actual Learning Process and Language Awareness were identified.

  19. Effects of Customer Engagement Behavior

    Directory of Open Access Journals (Sweden)

    Katarzyna Żyminkowska

    2017-04-01

    Full Text Available Aim/purpose - Research addressing the customer engagement behavior (CEB has rapidly developed in the marketing discipline, contributing to the knowledge on network organization. However, insights into the specific outcomes of CEB remain largely nebulous. Few comprehensive conceptual frameworks of CEB effects exists in the literature to-date. The empirical verification of CEB outcomes, particularly at the firm level, is still missing. Design/methodology/approach - In this article we first provide an overview of the CEB conceptualizations and its effects. Next we develop the CEB firm-level performance outcomes framework. Finally we explore CEB process, forms and outcomes in Stanley Black & Decker, applying qualitative methodological approach (case research incl. participant observation. Findings - We propose the logically arranged CEB effects in the conceptual model integrated with marketing metrics which are related to the recent advances in customer equity and customer asset management. Research implications/limitations - In empirical research we focused on the CEB effects related to one type of customer behaviors, i.e. Stanley Black& Decker customers' involvement in the product development and innovation which is a limitation in obtain-ing the comprehensive empirical picture of all CEB forms and its outcomes. Further empirical research (incl. quantitative one is necessary to verify our conceptual model. Originality/value/contribution - Our model of firm-level performance effects of CEB extends existing proposals and contributes to the knowledge on effective CEB management process in network organizations.

  20. Affective strategies, attitudes, and a model of speaking performance development for engineering students

    Science.gov (United States)

    Wijirahayu, S.; Dorand, P.

    2018-01-01

    Learning English as a Foreign language (EFL) as one of the challenges especially for students majoring in Telecommunication Engineering to develop their communication skill as a professional could be one of the chances for them to face a more global era. Yet, there are important factors that may influence the progress of the speaking performance and attitude is one of them. Therefore, a survey involving two main psychological variables in language learning namely attitude and affective strategies and the third variable is speaking performance was conducted and a model of affective strategies in language learning developing through the application of Content Language Integrated Learning and multimedia instruction was introduced. This study involved 71 sophomore students and two classes of university students majoring in Telecommunication Engineering and Electrical Engineering. The researchers used both survey and action research method with quantitative as well as qualitative in approach.

  1. 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

    2014-05-01

    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.

  2. 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...

  3. Key Factors Affecting Construction Safety Performance in Developing Countries: Evidence from Cambodia

    OpenAIRE

    Durdyev, Serdar; Mohamed, Sherif; Lay, Meng Leang; Ismail, Syuhaida

    2017-01-01

    Although proper safety management in construction is of utmost importance; anecdotal evidence suggests that safety is not adequately considered in many developing countries. This paper considers the key variables affecting construction safety performance in Cambodia. Using an empirical questionnaire survey targeting local construction professionals, respondents were invited to rate the level of importance of 30 variables identified from the seminal literature. The data set was subjected to f...

  4. How biological (fish) noise affects the performance of shallow water passive array system

    Digital Repository Service at National Institute of Oceanography (India)

    Fernandes, W.A.; Chakraborty, B.; Haris, K.; Vijayakumar, K.; Sundar, D.; Luis, R.A.A.; Mahanty, M.M.; Latha, G.

    =UTF-8 How biological (fish) noise affects the performance of shallow water passive array system William Fernandes, Bishwajit Chakraborty, K. Haris, K. Vijaykumar, D. Sundar, R.A.A. Luis CSIR-National Institute of Oceanography, Dona Paula... source distribution as well as the environmental parameters (i.e., water depth, sound speed profile, and seafloor properties). In a waveguide bounded by sea surface and seabed, multipath propagation prevails and the spatial structure of the noise...

  5. How does the entrepreneurial orientation of scientists affect their scientific performance? Evidence from the Quadrant Model

    OpenAIRE

    Naohiro Shichijo; Silvia Rita Sedita; Yasunori Baba

    2013-01-01

    Using Stokes's (1997) "quadrant model of scientific research", this paper deals with how the entrepreneurial orientation of scientists affects their scientific performance by considering its impact on scientific production (number of publications), scientific prestige (number of forward citations), and breadth of research activities (interdisciplinarity). The results of a quantitative analysis applied to a sample of 1,957 scientific papers published by 66 scientists active in advanced materia...

  6. 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.

  7. Customer Dissatisfaction Index and its Improvement Costs

    Science.gov (United States)

    Lvovs, Aleksandrs; Mutule, Anna

    2010-01-01

    The paper gives description of customer dissatisfaction index (CDI) that can be used as reliability level characterizing factor. The factor is directly joined with customer satisfaction of power supply and can be used for control of reliability level of power supply for residential customers. CDI relations with other reliability indices are shown. Paper also gives a brief overview of legislation of Latvia in power industry that is the base for CDI introduction. Calculations of CDI improvement costs are performed in the paper too.

  8. 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

    ) was on average reduced by 15% in the 14 studies that fulfilled the inclusion criteria. Ambient temperature per se was a poor predictor of the integrated environmental heat stress and 2 of the prevailing heat stress indices (WBGT and UTCI) failed to predict the environmental influence on performance. The weighing......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...... of wind speed appears to be too low for predicting the effect for cycling in trained acclimatized subjects, where performance may be maintained in outdoor time trials at ambient temperatures as high as 36°C (36°C UTCI; 28°C WBGT). Power output during indoor trials may also be maintained with temperatures...

  9. Internal and external environmental factors affecting the performance of hospital-based home nursing care.

    Science.gov (United States)

    Noh, J-W; Kwon, Y-D; Yoon, S-J; Hwang, J-I

    2011-06-01

    Numerous studies on HNC services have been carried out by signifying their needs, efficiency and effectiveness. However, no study has ever been performed to determine the critical factors associated with HNC's positive results despite the deluge of positive studies on the service. This study included all of the 89 training hospitals that were practising HNC service in Korea as of November 2006. The input factors affecting the performance were classified as either internal or external environmental factors. This analysis was conducted to understand the impact that the corresponding factors had on performance. Data were analysed by using multiple linear regressions. The internal and external environment variables affected the performance of HNC based on univariate analysis. The meaningful variables were internal environmental factors. Specifically, managerial resource (the number of operating beds and the outpatient/inpatient ratio) were meaningful when the multiple linear regression analysis was performed. Indeed, the importance of organizational culture (the passion of HNC nurses) was significant. This study, considering the limited market size of Korea, illustrates that the critical factor for the development of hospital-led HNC lies with internal environmental factors rather than external ones. Among the internal environmental factors, the hospitals' managerial resource-related factors (specifically, the passion of nurses) were the most important contributing element. © 2011 The Authors. International Nursing Review © 2011 International Council of Nurses.

  10. Is performance on the Wechsler test of adult reading affected by traumatic brain injury?

    Science.gov (United States)

    Mathias, J L; Bowden, S C; Bigler, E D; Rosenfeld, J V

    2007-11-01

    The validity of the National Adult Reading Test (NART) as a predictor of premorbid IQ when used with patients who have sustained a traumatic brain injury (TBI) has been questioned in recent years. This study examined whether performance on the Wechsler Test of Adult Reading (WTAR) is similarly affected by TBI in the first year after an injury. The WTAR scores of participants who had sustained a mild TBI (N=82), moderate TBI (N=73), severe TBI (N=61) or an orthopaedic injury (N=95) were compared (cross-sectional study). A subset of 21 mild TBI, 31 moderate TBI, 26 severe TBI and 21 control group participants were additionally reassessed 6 months later to assess the impact of recovery on WTAR scores (longitudinal study). The severe TBI group had significantly lower scores on the WTAR than the mild TBI, moderate TBI and control groups in the cross-sectional study, despite being matched demographically. The findings from the longitudinal study revealed a significant group difference and a small improvement in performance over time but the interaction between group and time was not significant, suggesting that the improvements in WTAR performance over time were not restricted to more severely injured individuals whose performance was temporarily suppressed. These findings suggest that reading performance may be affected by severe TBI and that the WTAR may underestimate premorbid IQ when used in this context, which may cause clinicians to underestimate the cognitive deficits experienced by these patients.

  11. Consequences of Team Job Demands: Role Ambiguity Climate, Affective Engagement, and Extra-Role Performance

    Science.gov (United States)

    Mañas, Miguel A.; Díaz-Fúnez, Pedro; Pecino, Vicente; López-Liria, Remedios; Padilla, David; Aguilar-Parra, José M.

    2018-01-01

    In the absence of clearly established procedures in the workplace, employees will experience a negative affective state. This situation influences their well-being and their intention to behave in ways that benefit the organization beyond their job demands. This impact is more relevant on teamwork where members share the perception of ambiguity through emotional contagion (role ambiguity climate). In the framework of the job demands-resources model, the present study analyzes how high levels of role ambiguity climate can have such an effect to reduce employee affective engagement. Over time it has been associated with negative results for the organization due to a lack of extra-role performance. The sample included 706 employees from a multinational company, who were divided into 11 work teams. In line with the formulated hypotheses, the results confirm the negative influence of the role ambiguity climate on extra-role performance, and the mediated effect of affective engagement in the relationship between the role ambiguity climate and extra-role performance. These findings indicate that the role ambiguity climate is related to the adequate or inadequate functioning of employees within a work context. PMID:29375424

  12. Consequences of Team Job Demands: Role Ambiguity Climate, Affective Engagement, and Extra-Role Performance

    Directory of Open Access Journals (Sweden)

    Miguel A. Mañas

    2018-01-01

    Full Text Available In the absence of clearly established procedures in the workplace, employees will experience a negative affective state. This situation influences their well-being and their intention to behave in ways that benefit the organization beyond their job demands. This impact is more relevant on teamwork where members share the perception of ambiguity through emotional contagion (role ambiguity climate. In the framework of the job demands-resources model, the present study analyzes how high levels of role ambiguity climate can have such an effect to reduce employee affective engagement. Over time it has been associated with negative results for the organization due to a lack of extra-role performance. The sample included 706 employees from a multinational company, who were divided into 11 work teams. In line with the formulated hypotheses, the results confirm the negative influence of the role ambiguity climate on extra-role performance, and the mediated effect of affective engagement in the relationship between the role ambiguity climate and extra-role performance. These findings indicate that the role ambiguity climate is related to the adequate or inadequate functioning of employees within a work context.

  13. Consequences of Team Job Demands: Role Ambiguity Climate, Affective Engagement, and Extra-Role Performance.

    Science.gov (United States)

    Mañas, Miguel A; Díaz-Fúnez, Pedro; Pecino, Vicente; López-Liria, Remedios; Padilla, David; Aguilar-Parra, José M

    2017-01-01

    In the absence of clearly established procedures in the workplace, employees will experience a negative affective state. This situation influences their well-being and their intention to behave in ways that benefit the organization beyond their job demands. This impact is more relevant on teamwork where members share the perception of ambiguity through emotional contagion (role ambiguity climate). In the framework of the job demands-resources model, the present study analyzes how high levels of role ambiguity climate can have such an effect to reduce employee affective engagement. Over time it has been associated with negative results for the organization due to a lack of extra-role performance. The sample included 706 employees from a multinational company, who were divided into 11 work teams. In line with the formulated hypotheses, the results confirm the negative influence of the role ambiguity climate on extra-role performance, and the mediated effect of affective engagement in the relationship between the role ambiguity climate and extra-role performance. These findings indicate that the role ambiguity climate is related to the adequate or inadequate functioning of employees within a work context.

  14. The Effect of Service Delivery Performance and Corporate Social Responsibility on Institutional Image and Competitive Advantage and its Implication on Customer Trust (A Survey of Private Hospitals in Solo Raya)

    OpenAIRE

    Yadi Purwanto

    2010-01-01

    This paper investigates private hospitals performance measured by service delivery, corporate social responsibility, institutional image and competitive advantage with the effect towards customer trust. The data was collected from 420 patients from 21 private hospitals in Solo Raya including Solo city, and 6 regencies: Boyolali, Klaten, Sukoharjo, Wonogiri, Karanganyar, and Sragen. This study indicates that service delivery performance and corporate social responsibility is lesser and lower t...

  15. Factors affecting customer loyalty in banking industry

    OpenAIRE

    Idzelytė, Asta

    2014-01-01

    Šiandien, klientų praradimas yra labai didelė nesėkmė kiekvienai organizacijai. Didėjanti konkurencija, išaugę vartotojų poreikiai priverčia keistis ne vieną organizaciją. Vienas iš prioritetinių organizacijos tikslų tampa klientų išlaikymas, nes pritraukti naujus klientus įmonei kainuoja daug daugiau nei išlaikyti esamus. Vartotojų lojalumas vis dažniau akcentuojamas literatūroje ir pabrėžiama jo svarba organizacijai, nes tik lojalūs, prisirišę vartotojai leidžia padidinti pelningumą, įmonės...

  16. The impact of brand image on customer experience – Company X

    OpenAIRE

    Siitonen, Hannes

    2017-01-01

    The aim of this thesis was to find out what kind of relationship there is between brand image and customer experience, and how the brand image affects to customer experience. The aim was also to define the company’s brand image and customer experience among the target groups, and what factors do affect to them. In addition, this thesis aimed to produce valuable information for the company about their brand image, customer experience, customer behaviour and customer satisfaction, followed by i...

  17. 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)

  18. Asymmetric effects in customer satisfaction

    DEFF Research Database (Denmark)

    Füller, Johann; Matzler, Kurt; Faullant, Rita

    2006-01-01

    The results of this study on customer satisfaction in snowboard areas show that the relationship between an attribute and overall satisfaction can indeed be asymmetric. A 30-item self-administered survey was completed by snowboarders (n=2526) in 51 areas in Austria, Germany, Switzerland and Italy....... Results show that waiting time is a dissatisfier; it has a significant impact on overall customer satisfaction in the low satisfaction condition and becomes insignificant in the high satisfaction situation. Restaurants and bars are hybrids, i.e. importance does not depend on performance. Slopes, fun...

  19. Factors affecting dance exercise performance in students at a special needs school.

    Science.gov (United States)

    Ito, Yukiko; Hiramoto, Izumi; Kodama, Hideya

    2017-09-01

    In Japan, dance exercise has been introduced as a compulsory element of health and physical education, but there is a considerable discrepancy in the levels of performance among students with intellectual disability (ID) at special needs schools. The aim of this study was therefore to identify the factors affecting the performance of dance exercise in students with ID. A 4 month dance exercise program was implemented for junior high school students at a special needs school, and the performance of 32 students at 22 sessions was assessed quantitatively according to calorie use during exercise and performance proficiency score. The measures were compared according to gender, age, body mass index, diagnosis, and development quotient (DQ) score. Performance in many students improved with repetition and reached the highest attainment level at around the third month. Male gender and older age had a significant positive impact on calorie use, whereas diagnosis of Down syndrome and higher DQ score had a significant positive impact on proficiency score. Four students with poor performance were all female students with autism. This study provides some possible explanations for differences in the levels of dance performance among students with ID. © 2017 Japan Pediatric Society.

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

    Science.gov (United States)

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

    2014-01-01

    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 with studied effects of personality traits on job performance and academic performance in medicine. However, up till date, research in clinical teaching practice did not use quantitative methods and did not account for specialty differences. We empirically studied the relationship of attending physicians' personality traits with their teaching performance across surgical and non-surgical specialties. We conducted a survey across surgical and non-surgical specialties in eighteen medical centers in the Netherlands. Residents evaluated attending physicians' overall teaching performance, as well as the specific domains learning climate, professional attitude, communication, evaluation, and feedback, using the validated 21-item System for Evaluation of Teaching Qualities (SETQ). Attending physicians self-evaluated their personality traits on a 5-point scale using the validated 10-item Big Five Inventory (BFI), yielding the Five Factor model: extraversion, conscientiousness, neuroticism, agreeableness and openness. Overall, 622 (77%) attending physicians and 549 (68%) residents participated. Extraversion positively related to overall teaching performance (regression coefficient, B: 0.05, 95% CI: 0.01 to 0.10, P = 0.02). Openness was negatively associated with scores on feedback for surgical specialties only (B: -0.10, 95% CI: -0.15 to -0.05, Pwork on development paths of attending physicians in medical education.

  1. 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

  2. Uterine inflammation affects the reproductive performance of dairy cows: A review

    Directory of Open Access Journals (Sweden)

    Roger Eduardo Molina-Coto

    2018-05-01

    Full Text Available Incidence of post- partum uterine disease is an important concern in dairy cattle, because it affects its reproduction. Therefore, the objective of this review of literature was to generate a multifactorial overview about uterine diseases, and the reproductive performance of dairy cows, from a zootechnical approach. Dairy cows face multiple challenges around parturition. Immune suppression around calving, exposition to trauma and uterine bacterial contamination, metabolic diseases, lactation, and changes in management make dairy cows susceptible to uterine diseases. Most cows are able to eliminate uterine infection after calving, however, some cows keep uterine disease. Uterine disease may show clinical signs, but also silent signs that affect fertility as well. Poor reproductive performance is not caused by those signs by themselves, but due to alterations in ovarian and uterine function. Also, the problem of this silent signs is that farmers become aware of the disease when it has already caused negative effects on the reproductiveperformance. Sometimes, uterine disease is still present at the moment of the first service after calving. Uterine diseasemake it harder for cows to get pregnant because it affects the establishment and maintenance of pregnancy, being another cause for infertility, increasing the cull rate and decreasing incomes from the dairy industry.

  3. 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)

  4. Assesment of customer relationship development

    OpenAIRE

    Dagmar Lesáková

    2011-01-01

    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 ...

  5. Menciptakan Customer Experience Menggunakan Merk

    OpenAIRE

    Prabawanti, Benedicta Evienia

    2006-01-01

    The most brand theory defines brand as identifies only and differentiate one product from another. That means the brand is identity of product that signify ownership and guarantee quality. This paradigm about brand misses the very essences of a brand as rich of sensory, affective, and cognitive associations that result of memorable and rewarding brand experience. The brand experience increases the value of product in customer mind. The Manning Selvage & Lee, a research firm, find that bra...

  6. 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.

  7. When size matters: attention affects performance by contrast or response gain.

    Science.gov (United States)

    Herrmann, Katrin; Montaser-Kouhsari, Leila; Carrasco, Marisa; Heeger, David J

    2010-12-01

    Covert attention, the selective processing of visual information in the absence of eye movements, improves behavioral performance. We found that attention, both exogenous (involuntary) and endogenous (voluntary), can affect performance by contrast or response gain changes, depending on the stimulus size and the relative size of the attention field. These two variables were manipulated in a cueing task while stimulus contrast was varied. We observed a change in behavioral performance consonant with a change in contrast gain for small stimuli paired with spatial uncertainty and a change in response gain for large stimuli presented at one location (no uncertainty) and surrounded by irrelevant flanking distracters. A complementary neuroimaging experiment revealed that observers' attention fields were wider with than without spatial uncertainty. Our results support important predictions of the normalization model of attention and reconcile previous, seemingly contradictory findings on the effects of visual attention.

  8. Smith machine counterbalance system affects measures of maximal bench press throw performance.

    Science.gov (United States)

    Vingren, Jakob L; Buddhadev, Harsh H; Hill, David W

    2011-07-01

    Equipment with counterbalance weight systems is commonly used for the assessment of performance in explosive resistance exercise movements, but it is not known if such systems affect performance measures. The purpose of this study was to determine the effect of using a counterbalance weight system on measures of smith machine bench press throw performance. Ten men and 14 women (mean ± SD: age, 25 ± 4 years; height, 173 ± 10 cm; weight, 77.7 ± 18.3 kg) completed maximal smith machine bench press throws under 4 different conditions (2 × 2; counterbalance × load): with or without a counterbalance weight system and using 'light' or 'moderate' net barbell loads. Performance variables (peak force, peak velocity, and peak power) were measured using a linear accelerometer attached to the barbell. The counterbalance weight system resulted in significant (p velocity (light: -0.49 ± 0.10 m·s; moderate: -0.33 ± 0.07 m·s), and peak power (light: -220 ± 43 W; moderate: -143 ± 28 W) compared with no counterbalance system for both load conditions. Load condition did not affect absolute or percentage reductions from the counterbalance weight system for any variable. In conclusion, the use of a counterbalance weight system reduces accelerometer-based performance measures for the bench press throw exercise at light and moderate loads. This reduction in measures is likely because of an increase in the external resistance during the movement, which results in a discrepancy between the manually input and the actual value for external load. A counterbalance weight system should not be used when measuring performance in explosive resistance exercises with an accelerometer.

  9. 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.

  10. 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.

  11. Distractions, distractions: does instant messaging affect college students' performance on a concurrent reading comprehension task?

    Science.gov (United States)

    Fox, Annie Beth; Rosen, Jonathan; Crawford, Mary

    2009-02-01

    Instant messaging (IM) has become one of the most popular forms of computer-mediated communication (CMC) and is especially prevalent on college campuses. Previous research suggests that IM users often multitask while conversing online. To date, no one has yet examined the cognitive effect of concurrent IM use. Participants in the present study (N = 69) completed a reading comprehension task uninterrupted or while concurrently holding an IM conversation. Participants who IMed while performing the reading task took significantly longer to complete the task, indicating that concurrent IM use negatively affects efficiency. Concurrent IM use did not affect reading comprehension scores. Additional analyses revealed that the more time participants reported spending on IM, the lower their reading comprehension scores. Finally, we found that the more time participants reported spending on IM, the lower their self-reported GPA. Implications and future directions are discussed.

  12. Gender differences in introductory university physics performance: The influence of high school physics preparation and affect

    Science.gov (United States)

    Hazari, Zahra Sana

    The attrition of females studying physics after high school is a concern to the science education community. Most undergraduate science programs require introductory physics coursework. Thus, success in introductory physics is necessary for students to progress to higher levels of science study. Success also influences attitudes; if females are well-prepared, feel confident, and do well in introductory physics, they may be inclined to study physics further. This quantitative study using multilevel modeling focused on determining factors from high school physics preparation (content, pedagogy, and assessment) and the affective domain that influenced female and male performance in introductory university physics. The study controlled for some university/course level characteristics as well as student demographic and academic background characteristics. The data consisted of 1973 surveys from 54 introductory physics courses within 35 universities across the US. The results highlight high school physics and affective experiences that differentially influenced 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 believed that high school physics would help in university physics. There were also experiences that had a similar influence on female and male performance. Positively related to performance were: covering fewer topics for longer periods of time, the history of physics as a recurring topic, physics-related videos, and test/quiz questions that involved calculations and/or were drawn from standardized tests. Negatively related to performance were: student-designed projects, reading/discussing labs the day before performing them, microcomputer based laboratories, discussion after demonstrations, and family

  13. Performance predictions affect attentional processes of event-based prospective memory.

    Science.gov (United States)

    Rummel, Jan; Kuhlmann, Beatrice G; Touron, Dayna R

    2013-09-01

    To investigate whether making performance predictions affects prospective memory (PM) processing, we asked one group of participants to predict their performance in a PM task embedded in an ongoing task and compared their performance with a control group that made no predictions. A third group gave not only PM predictions but also ongoing-task predictions. Exclusive PM predictions resulted in slower ongoing-task responding both in a nonfocal (Experiment 1) and in a focal (Experiment 2) PM task. Only in the nonfocal task was the additional slowing accompanied by improved PM performance. Even in the nonfocal task, however, was the correlation between ongoing-task speed and PM performance reduced after predictions, suggesting that the slowing was not completely functional for PM. Prediction-induced changes could be avoided by asking participants to additionally predict their performance in the ongoing task. In sum, the present findings substantiate a role of metamemory for attention-allocation strategies of PM. Copyright © 2013 Elsevier Inc. All rights reserved.

  14. Customer satisfaction research

    Energy Technology Data Exchange (ETDEWEB)

    Tormasi, T

    1987-03-01

    A review of four aspects of the Gas and Fuel Corporation of Victoria's study of customer satisfaction covers: (1) corporate goals to meet its responsibility as a public utility and operate as a successful marketing organization, (2) the history of customer satisfaction research by GFC, (3) measurements of customer satisfaction through expectations research, and (4) case studies involving domestic appliance maintenance and gas mains renewal. Continuous validation of GFC's policies and procedures is the basis for future growth and success. 3 tables.

  15. Developing customer databases.

    Science.gov (United States)

    Rao, S K; Shenbaga, S

    2000-01-01

    There is a growing consensus among pharmaceutical companies that more product and customer-specific approaches to marketing and selling a new drug can result in substantial increases in sales. Marketers and researchers taking a proactive micro-marketing approach to identifying, profiling, and communicating with target customers are likely to facilitate such approaches and outcomes. This article provides a working framework for creating customer databases that can be effectively mined to achieve a variety of such marketing and sales force objectives.

  16. 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

  17. Spatial environmental heterogeneity affects plant growth and thermal performance on a green roof

    International Nuclear Information System (INIS)

    Buckland-Nicks, Michael; Heim, Amy; Lundholm, Jeremy

    2016-01-01

    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

  18. 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.

  19. Identity-level representations affect unfamiliar face matching performance in sequential but not simultaneous tasks.

    Science.gov (United States)

    Menon, Nadia; White, David; Kemp, Richard I

    2015-01-01

    According to cognitive and neurological models of the face-processing system, faces are represented at two levels of abstraction. First, image-based pictorial representations code a particular instance of a face and include information that is unrelated to identity-such as lighting, pose, and expression. Second, at a more abstract level, identity-specific representations combine information from various encounters with a single face. Here we tested whether identity-level representations mediate unfamiliar face matching performance. Across three experiments we manipulated identity attributions to pairs of target images and measured the effect on subsequent identification decisions. Participants were instructed that target images were either two photos of the same person (1ID condition) or photos of two different people (2ID condition). This manipulation consistently affected performance in sequential matching: 1ID instructions improved accuracy on "match" trials and caused participants to adopt a more liberal response bias than the 2ID condition. However, this manipulation did not affect performance in simultaneous matching. We conclude that identity-level representations, generated in working memory, influence the amount of variation tolerated between images, when making identity judgements in sequential face matching.

  20. Factors affecting performance and productivity of nurses: professional attitude, organisational justice, organisational culture and mobbing.

    Science.gov (United States)

    Terzioglu, Fusun; Temel, Safiye; Uslu Sahan, Fatma

    2016-09-01

    To identify relationships among variables affecting nurses' performance and productivity, namely professional attitudes, organisational culture, organisational justice and exposure to mobbing. The determination of the factors affecting performance and productivity is important for providing efficient nursing services. These factors have been investigated in the literature independently, but the relationship among them has not been clearly identified. This cross-sectional questionnaire study included 772 nurses working in a University Hospital accredited by Joint Commission International. The professional attitude score of the nurses was high (4.35 ± 0.63). However, their organisational justice (2.22 ± 1.26) and organisational culture (2.47 ± 0.71) scores were low. Nurses were subjected to mobbing at a high level (0.82 ± 0.78). As the organisational justice increased, the organisational culture increased and the mobbing decreased. As the organisation culture decreased, the mobbing increased. There was a positive correlation between organisation culture and organisational justice of the nurses and a negative correlation with mobbing. The results of the study are essential for improving nurses' performance and productivity. © 2016 John Wiley & Sons Ltd.

  1. Relationship between academic performance and affective changes during the first year at medical school.

    Science.gov (United States)

    Del-Ben, Cristina Marta; Machado, Vanessa Foresto; Madisson, Mariani Mendes; Resende, Tamara Lovatto; Valério, Fernando Passador; Troncon, Luiz Ernesto De Almeida

    2013-05-01

    Entering medical school may be associated with changes in the students' life, which can affect academic motivation and impair academic performance. This work aimed at measuring longitudinally academic motivation, anxiety, depression and social adjustment in first-year medical students and determining the relationships between these variables and academic performance, as measured mainly by grades on regular exams. Eighty-five first-year medical students (age: 17-25 years) were included after giving informed consent. Beck's Anxiety (BAI) and Beck's Depression (BDI) Inventories, the self-reported Social Adjustment Scale (SAS-SR) and the Academic Motivation Scale (AMS) were applied two months after admission and at the end of the academic year. BAI scores increased throughout the year (7.3 ± 6.6 versus 28.8 ± 6.7; p 0.10). SAS-SR subscales scores remained stable, except for a decreasing pattern for leisure/social life (1.8 ± 0.4 versus 2.1 ± 0.4; p motivation to know (22.2 ± 4.5 versus 19.7 ± 5.5; p academic performance and the global scores for any of the scales except for the SAS-SR subscale for academic life (r = -0.48, p academic year, first-year medical students showed increased anxiety, decreased academic motivation and a maladjusted leisure/social life, which however does not seem to affect academic achievement.

  2. 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.

  3. An Investigation into how Character’s Visual Appearance Affects Gamer Performance

    OpenAIRE

    Leppänen, Janne

    2017-01-01

    The purpose of this thesis was to investigate how a gamer perceives the playable character’s visual looks in an FPS (first person shooter) type of computer game. The main focus was on how this affects immersion and especially the gamer performance while playing the game. The goal was also to explain the concept of enclothed cognition and its use in the thesis to support the research. A series of tests was set up for multiple test subjects with the purpose of proving that the playable...

  4. Callosotomy affects performance IQ: A meta-analysis of individual participant data.

    Science.gov (United States)

    Westerhausen, René; Karud, Celine M R

    2018-02-05

    Morphometric neuroimaging studies on healthy adult individuals regularly report a positive association between intelligence test performance (IQ) and structural properties of the corpus callosum (CC). At the same time, studies examining the effect of callosotomy on epilepsy patients report only negligible changes in IQ as result of the surgery, partially contradicting the findings of the morphometry studies. Objective of the present meta-analysis of individual participant data (IPD) of 87 cases from 16 reports was to re-investigate the effect of callosotomy on full scale IQ as well as on the verbal and performance subscale under special consideration of two possible moderating factors: pre-surgical IQ levels and the extent of the surgery (complete vs. anterior transsection). The main finding was that callosotomy selectively affects performance IQ, whereby the effect is modulated by the pre-surgical level of performance. Patients with an above-median pre-surgery performance IQ level show a significant average decrease of -5.44 (CI 95% : - 8.33 to - 2.56) IQ points following the surgery, while the below-median group does not reveal a significant change in IQ (mean change: 1.01 IQ points; CI 95% : -1.83 to 3.86). Thus, the present analyses support the notion that callosotomy has a negative effect on the patients' performance IQ, but only in those patients, who at least have an average performance levels before the surgery. This observation also lends support to the findings of previous morphometry studies, indicating that the frequently observed CC-IQ correlation might indeed reflect a functional contribution of callosal interhemispheric connectivity to intelligence-test performance. Copyright © 2017 The Author(s). Published by Elsevier B.V. All rights reserved.

  5. Severe hypoxia affects exercise performance independently of afferent feedback and peripheral fatigue.

    Science.gov (United States)

    Millet, Guillaume Y; Muthalib, Makii; Jubeau, Marc; Laursen, Paul B; Nosaka, Kazunori

    2012-04-01

    To test the hypothesis that hypoxia centrally affects performance independently of afferent feedback and peripheral fatigue, we conducted two experiments under complete vascular occlusion of the exercising muscle under different systemic O(2) environmental conditions. In experiment 1, 12 subjects performed repeated submaximal isometric contractions of the elbow flexor to exhaustion (RCTE) with inspired O(2) fraction fixed at 9% (severe hypoxia, SevHyp), 14% (moderate hypoxia, ModHyp), 21% (normoxia, Norm), or 30% (hyperoxia, Hyper). The number of contractions (performance), muscle (biceps brachii), and prefrontal near-infrared spectroscopy (NIRS) parameters and high-frequency paired-pulse (PS100) evoked responses to electrical muscle stimulation were monitored. In experiment 2, 10 subjects performed another RCTE in SevHyp and Norm conditions in which the number of contractions, biceps brachii electromyography responses to electrical nerve stimulation (M wave), and transcranial magnetic stimulation responses (motor-evoked potentials, MEP, and cortical silent period, CSP) were recorded. Performance during RCTE was significantly reduced by 10-15% in SevHyp (arterial O(2) saturation, SpO(2) = ∼75%) compared with ModHyp (SpO(2) = ∼90%) or Norm/Hyper (SpO(2) > 97%). Performance reduction in SevHyp occurred despite similar 1) metabolic (muscle NIRS parameters) and functional (changes in PS100 and M wave) muscle states and 2) MEP and CSP responses, suggesting comparable corticospinal excitability and spinal and cortical inhibition between SevHyp and Norm. It is concluded that, in SevHyp, performance and central drive can be altered independently of afferent feedback and peripheral fatigue. It is concluded that submaximal performance in SevHyp is partly reduced by a mechanism related directly to brain oxygenation.

  6. Data Mining Techniques for Customer Relationship Management

    Science.gov (United States)

    Guo, Feng; Qin, Huilin

    2017-10-01

    Data mining have made customer relationship management (CRM) a new area where firms can gain a competitive advantage, and play a key role in the firms’ management decision. In this paper, we first analyze the value and application fields of data mining techniques for CRM, and further explore how data mining applied to Customer churn analysis. A new business culture is developing today. The conventional production centered and sales purposed market strategy is gradually shifting to customer centered and service purposed. Customers’ value orientation is increasingly affecting the firms’. And customer resource has become one of the most important strategic resources. Therefore, understanding customers’ needs and discriminating the most contributed customers has become the driving force of most modern business.

  7. School performance and school behavior of children affected by AIDS in China

    Science.gov (United States)

    Tu, Xiaoming; Lv, Yunfei; Li, Xiaoming; Fang, Xiaoyi; Zhao, Guoxiang; Lin, Xiuyun; Hong, Yan; Zhang, Liying; Stanton, Bonita

    2009-01-01

    It is generally recognized that the AIDS epidemic will have a negative effect on the orphans’ school education. However, few studies have been carried out to examine the school performance and school behavior of AIDS orphans and vulnerable children (children living with HIV-infected parents). Using both self-report and teacher evaluation data of 1625 children from rural central China, we examined the impact of parental HIV/AIDS on children's school performances (academic marks, educational expectation, and student leadership) and school behaviors (e.g., aggression, shy/anxious and assertive social skills). Results indicate that AIDS orphans and vulnerable children had disadvantages in school performances in comparison to their peers from the same community who did not experience AIDS-related death and illness in their family (comparison children). AIDS orphans had the lowest academic marks based on the reports of both children and teachers. Educational expectation was significantly lower among AIDS orphans and vulnerable children than comparison children from teacher's perspective. AIDS orphans were significantly more likely to demonstrate aggressive, impulsive and anxious behaviors than non-orphans. Moreover, orphans have more learning difficulties. Vulnerable children were also at a disadvantage on most measures. The data suggest that a greater attention is needed to the school performance and behavior of children affected by AIDS. The findings also indicate that AIDS relief and assistance program for children should go beyond the school attendance and make efforts to improve their school performance and education aspiration. PMID:20107622

  8. 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 ...

  9. Membangun Customer Loyalty Nasabah Bank melalui Customer Satisfaction

    OpenAIRE

    Sumarto, Sumarto

    2007-01-01

    In the relation between bank and its customer, the bank should to capable to fulfill need and satisfy through services and create the value to the customer. So in the compete situation, to give customer satisfaction is main duty of bank in order that the customer loyal permanently. The customer satisfaction is primary cause for building customer loyalty. More and more loyal customer to the bank, that's indicate the service superiority of its bank. Base description above this research purpose...

  10. 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; Chin A Paw, 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

  11. Opinion Summarizationof CustomerComments

    Science.gov (United States)

    Fan, Miao; Wu, Guoshi

    Web 2.0 technologies have enabled more and more customers to freely comment on different kinds of entities, such as sellers, products and services. The large scale of information poses the need and challenge of automatic summarization. In many cases, each of the user-generated short comments implies the opinions which rate the target entity. In this paper, we aim to mine and to summarize all the customer comments of a product. The algorithm proposed in this researchis more reliable on opinion identification because it is unsupervised and the accuracy of the result improves as the number of comments increases. Our research is performed in four steps: (1) mining the frequent aspects of a product that have been commented on by customers; (2) mining the infrequent aspects of a product which have been commented by customers (3) identifying opinion words in each comment and deciding whether each opinion word is positive, negative or neutral; (4) summarizing the comments. This paper proposes several novel techniques to perform these tasks. Our experimental results using comments of a number of products sold online demonstrate the effectiveness of the techniques.

  12. 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

  13. Key Factors Affecting Construction Safety Performance in Developing Countries: Evidence from Cambodia

    Directory of Open Access Journals (Sweden)

    Serdar Durdyev

    2017-12-01

    Full Text Available Although proper safety management in construction is of utmost importance; anecdotal evidence suggests that safety is not adequately considered in many developing countries. This paper considers the key variables affecting construction safety performance in Cambodia. Using an empirical questionnaire survey targeting local construction professionals, respondents were invited to rate the level of importance of 30 variables identified from the seminal literature. The data set was subjected to factor analysis. Correlations between the variables show that five key factors underlie the challenges facing the local industry; management and organisation, resources, site management, cosmetic and workforce. It is found that the forefront construction professionals (top management and government authorities should take more responsibilities for further improvements in safety performance on project sites. Findings and recommendations of this study may be useful to construction professional who are seeking ways to improve safety records in developing countries.

  14. 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.

  15. Chemical and physical parameters affecting the performance of the Os-191/Ir-191m generator

    International Nuclear Information System (INIS)

    Packard, A.B.; Butler, T.A.; Knapp, F.F.; O'Brien, G.M.; Treves, S.

    1984-01-01

    The development of an Os-191/Ir-191m generator suitable for radionuclide angiography in humans has elicited much interest. This generator employs ''(OsO 2 Cl 4 ) 2- '' on AG MP-1 anion exchange resin with a Dowex-2 scavenger column and is eluted with normal saline at pH 1. The parent Os species is, however, neither welldefined nor homogeneous leading to less than optimal breakthrough of Os-191 (5 x 10 -3 %) and modest Ir-191m yield (10-15%). The effect of a range of parameters on generator performance has been evaluated as has been the way in which the assembly and loading process affects generator performance. In addition, a number of potential alternative generator systems have been evaluated

  16. Advances in the study of far-field phenomena affecting repository performance

    International Nuclear Information System (INIS)

    Tsang, C.F.

    1991-01-01

    Studies of far-field phenomena affecting repository performance have focussed on the role of fractures and other heterogeneities in the potential transport of radioactive solutes from the repository to the biosphere. The present paper summarizes two recent advances in the subject: the channeling model for the understanding and analysis tracer transport in variable-aperture fractures and the modeling of coupled thermo-hydro-mechanical processes in geologic formation around a repository. The paper concludes with remarks on the need for duality in the approach to performance assessment. One line of the duality is fundamental studies and the other, goal-oriented assessment to satisfy regulatory requirements. 15 refs., 10 figs., 1 tab

  17. Parameters affecting the life cycle performance of PV technologies and systems

    International Nuclear Information System (INIS)

    Pacca, Sergio; Sivaraman, Deepak; Keoleian, Gregory A.

    2007-01-01

    This paper assesses modeling parameters that affect the environmental performance of two state-of-the-art photovoltaic (PV) electricity generation technologies: the PVL136 thin film laminates and the KC120 multi-crystalline modules. We selected three metrics to assess the modules' environmental performance, which are part of an actual 33 kW installation in Ann Arbor, MI. The net energy ratio (NER), the energy pay back time (E-PBT), and the CO 2 emissions are calculated using process based LCA methods. The results reveal some of the parameters, such as the level of solar radiation, the position of the modules, the modules' manufacturing energy intensity and its corresponding fuel mix, and the solar radiation conversion efficiency of the modules, which affect the final analytical results. A sensitivity analysis shows the effect of selected parameters on the final results. For the baseline scenario, the E-PBT for the PVL136 and KC120 are 3.2 and 7.5 years, respectively. When expected future conversion efficiencies are tested, the E-PBT is 1.6 and 5.7 years for the PVL136 and the KC120, respectively. Based on the US fuel mix, the CO 2 emissions for the PVL136 and the KC120 are 34.3 and 72.4 g of CO 2 /kW h, respectively. The most effective way to improve the modules' environmental performance is to reduce the energy input in the manufacturing phase of the modules, provided that other parameters remain constant. Consequently, the use of PV as an electricity source during PV manufacturing is also assessed. The NER of the supplier PV is key for the performance of this scheme. The results show that the NER based on a PV system can be 3.7 times higher than the NER based on electricity supplied by the traditional grid mix, and the CO 2 emissions can be reduced by 80%

  18. Executive dysfunction affects word list recall performance: Evidence from amyotrophic lateral sclerosis and other neurodegenerative diseases.

    Science.gov (United States)

    Consonni, Monica; Rossi, Stefania; Cerami, Chiara; Marcone, Alessandra; Iannaccone, Sandro; Francesco Cappa, Stefano; Perani, Daniela

    2017-03-01

    The Rey Auditory Verbal Learning Test (RAVLT) is widely used in clinical practice to evaluate verbal episodic memory. While there is evidence that RAVLT performance can be influenced by executive dysfunction, the way executive disorders affect the serial position curve (SPC) has not been yet explored. To this aim, we analysed immediate and delayed recall performances of 13 non-demented amyotrophic lateral sclerosis (ALS) patients with a specific mild executive dysfunction (ALSci) and compared their performances to those of 48 healthy controls (HC) and 13 cognitively normal patients with ALS. Moreover, to control for the impact of a severe dysexecutive syndrome and a genuine episodic memory deficit on the SPC, we enrolled 15 patients with a diagnosis of behavioural variant of frontotemporal dementia (bvFTD) and 18 patients with probable Alzheimer's disease (AD). Results documented that, compared to cognitively normal subjects, ALSci patients had a selective mid-list impairment for immediate recall scores. The bvFTD group obtained low performances with a selectively increased forgetting rate for terminal items, whereas the AD group showed a disproportionately large memory loss on the primary and middle part of the SPC for immediate recall scores and were severely impaired in the delayed recall trial. These results suggested that subtle executive dysfunctions might influence the recall of mid-list items, possibly reflecting deficiency in control strategies at retrieval of word lists, whereas severer dysexecutive syndrome might also affect the recall of terminal items possibly due to attention deficit or retroactive interference. © 2015 The British Psychological Society.

  19. Sleep restriction and cognitive load affect performance on a simulated marksmanship task.

    Science.gov (United States)

    Smith, Carl D; Cooper, Adam D; Merullo, Donna J; Cohen, Bruce S; Heaton, Kristin J; Claro, Pedro J; Smith, Tracey

    2017-11-24

    Sleep restriction degrades cognitive and motor performance, which can adversely impact job performance and increase the risk of accidents. Military personnel are prone to operating under sleep restriction, and previous work suggests that military marksmanship may be negatively affected under such conditions. Results of these studies, however, are mixed and have often incorporated additional stressors (e.g. energy restriction) beyond sleep restriction. Moreover, few studies have investigated how the degree of difficulty of a marksmanship task impacts performance following sleep restriction. The purpose of the current experiment was to study the effects of sleep restriction on marksmanship while minimizing the potential influence of other forms of stress. A friend-foe discrimination challenge with greater or lesser degrees of complexity (high versus low load) was used as the primary marksmanship task. Active duty Soldiers were recruited, and allowed 2 h of sleep every 24 h over a 72-h testing period. Marksmanship tasks, cognitive assessment metrics and the NASA-Task Load Index were administered daily. Results indicated that reaction times to shoot foe targets and signal friendly targets slowed over time. In addition, the ability to correctly discriminate between friend and foe targets significantly decreased in the high-cognitive-load condition over time despite shot accuracy remaining stable. The NASA-Task Load Index revealed that, although marksmanship performance degraded, participants believed their performance did not change over time. These results further characterize the consequences of sleep restriction on marksmanship performance and the perception of performance, and reinforce the importance of adequate sleep among service members when feasible. Published 2017. This article is a U.S. Government work and is in the public domain in the USA.

  20. 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.