Finding First-Year Success in Extension: Navigating Stakeholders Needs and Institutional Expectations

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Donald A. Llewellyn

2013-06-01

Full Text Available Functioning within a defined administrative framework and meeting the needs of the stakeholders are essential in an Extension appointment. The first day of employment starts the promotion and tenure clock. It is the responsibility of the new Extension professional to take immediate steps to move forward with development of programming and application of the skill set that they bring to the job. Finding success in the first year of an Extension appointment revolves around understanding the expectations of the institution and the needs of the stakeholders. Once the institutional expectations and programming needs are understood, formulating a strategy that includes plans of work and logic models, measurement of outcomes and impacts, team building, professional development, peer mentoring, grant writing, and scholarship will provide a foundation for first year success in Extension. A willingness to follow a timely and systematic approach to meeting the expectations of the institution and stakeholders will provide for an efficient transition and relieve many of the stressors associated with a new appointment. This paper is based primarily on the author’s first year experience as an Extension faculty member and summarizes several best practices.

Impact of Social Responsibility Programmes in Stakeholder Satisfaction: An Empirical Study of Portuguese Managers’ Perceptions

OpenAIRE

Fonseca, Luis; Ramos, Amílcar; Rosa, Álvaro; Braga, Ana Cristina; Sampaio, Paulo

2012-01-01

Investigação no âmbito do Projeto de Doutoramento(PhD), especialidade de Gestão Global, Estratégia e Desenvolvimento Empresarial (ISCTE-IUL - 2012, classificação de “Aprovado com Muito Bom”). This study investigates the relationship between social responsibility programmes of organizations and stakeholder satisfaction. Based on stakeholder theory, an online survey was administered to managers of Portuguese organizations with certified management systems. The findings suggest that sta...

Collegiate Schemas: The Influence of Institutional Met Expectations on Tenure-Track Faculty Job Satisfaction

Science.gov (United States)

Pontius, Jason Lewis

2012-01-01

"Met expectations" research into job satisfaction (Locke, 1976; Porter & Steers, 1973) has shown that the expectations employees bring to their jobs influence their overall job satisfaction. At colleges and universities, faculty job satisfaction is important because it can provide a measure of overall institutional effectiveness…

Aligning Career Expectations with the Practice of Medicine: Physician Satisfaction

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Gibson, Denise D.; Borges, Nicole J.

2009-01-01

This study examined physicians' level of satisfaction with their job and the match between expectations and actual practice of specialty. Quantitative results suggested that physicians (N = 211) had a moderately high level of overall job satisfaction with no significant differences found between men and women physicians. Among those in primary…

Information diffused by the operator on the nuclear risk: which answer to stakeholders expectations?

International Nuclear Information System (INIS)

Plot-Vicard, Emmanuelle

2010-01-01

This research thesis addresses the practices of environmental information diffusion, and aims at identifying the possible discrepancies between information diffused by a company and the expectations of stakeholders, more particularly in the case of the nuclear risk. The first part presents the theoretical framework (notably the legitimacy theory) and determines the expectations of stakeholders as far as information on the nuclear risk is concerned. The second part describes and discusses information on nuclear risk diffused by operators in their annual reports, proposes an assessment of this information, and relates this assessment with the previous theoretical framework

Self-Efficacy, Satisfaction, and Academic Achievement: The Mediator Role of Students' Expectancy-Value Beliefs.

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Doménech-Betoret, Fernando; Abellán-Roselló, Laura; Gómez-Artiga, Amparo

2017-01-01

Although there is considerable evidence to support the direct effects of self-efficacy beliefs on academic achievement, very few studies have explored the motivational mechanism that mediates the self-efficacy-achievement relationship, and they are necessary to understand how and why self-efficacy affects students' academic achievement. Based on a socio-cognitive perspective of motivation, this study examines the relationships among academic self-efficacy, students' expectancy-value beliefs, teaching process satisfaction, and academic achievement. Its main aim is to identify some motivational-underlying processes through which students' academic self-efficacy affects student achievement and satisfaction. Student achievement and satisfaction are two of the most important learning outcomes, and are considered key indicators of education quality. The sample comprises 797 Spanish secondary education students from 36 educational settings and three schools. The scales that referred to self-efficacy and expectancy-value beliefs were administered at the beginning of the course, while student satisfaction and achievement were measured at the end of the course. The data analysis was conducted by structural equation modeling (SEM). The results revealed that students' expectancy-value beliefs (Subject value, Process expectancy, Achievement expectancy, Cost expectancy) played a mediator role between academic self-efficacy and the achievement/satisfaction relationship. These results provided empirical evidence to better understand the mechanism that mediates self-efficacy-achievement and efficacy-course satisfaction relationships. The implications of these findings for teaching and learning in secondary education are discussed.

Self-Efficacy, Satisfaction, and Academic Achievement: The Mediator Role of Students' Expectancy-Value Beliefs

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Fernando Doménech-Betoret

2017-07-01

Full Text Available Although there is considerable evidence to support the direct effects of self-efficacy beliefs on academic achievement, very few studies have explored the motivational mechanism that mediates the self-efficacy–achievement relationship, and they are necessary to understand how and why self-efficacy affects students' academic achievement. Based on a socio-cognitive perspective of motivation, this study examines the relationships among academic self-efficacy, students' expectancy-value beliefs, teaching process satisfaction, and academic achievement. Its main aim is to identify some motivational-underlying processes through which students' academic self-efficacy affects student achievement and satisfaction. Student achievement and satisfaction are two of the most important learning outcomes, and are considered key indicators of education quality. The sample comprises 797 Spanish secondary education students from 36 educational settings and three schools. The scales that referred to self-efficacy and expectancy-value beliefs were administered at the beginning of the course, while student satisfaction and achievement were measured at the end of the course. The data analysis was conducted by structural equation modeling (SEM. The results revealed that students' expectancy-value beliefs (Subject value, Process expectancy, Achievement expectancy, Cost expectancy played a mediator role between academic self-efficacy and the achievement/satisfaction relationship. These results provided empirical evidence to better understand the mechanism that mediates self-efficacy–achievement and efficacy–course satisfaction relationships. The implications of these findings for teaching and learning in secondary education are discussed.

Predicting Postsurgical Satisfaction in Adolescents With Idiopathic Scoliosis: The Role of Presurgical Functioning and Expectations.

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Sieberg, Christine B; Manganella, Juliana; Manalo, Gem; Simons, Laura E; Hresko, M Timothy

2017-12-01

There is a need to better assess patient satisfaction and surgical outcomes. The purpose of the current study is to identify how preoperative expectations can impact postsurgical satisfaction among youth with adolescent idiopathic scoliosis undergoing spinal fusion surgery. The present study includes patients with adolescent idiopathic scoliosis undergoing spinal fusion surgery enrolled in a prospective, multicentered registry examining postsurgical outcomes. The Scoliosis Research Society Questionnaire-Version 30, which assesses pain, self-image, mental health, and satisfaction with management, along with the Spinal Appearance Questionnaire, which measures surgical expectations was administered to 190 patients before surgery and 1 and 2 years postoperatively. Regression analyses with bootstrapping (with n=5000 bootstrap samples) were conducted with 99% bias-corrected confidence intervals to examine the extent to which preoperative expectations for spinal appearance mediated the relationship between presurgical mental health and pain and 2-year postsurgical satisfaction. Results indicate that preoperative mental health, pain, and expectations are predictive of postsurgical satisfaction. With the shifting health care system, physicians may want to consider patient mental health, pain, and expectations before surgery to optimize satisfaction and ultimately improve clinical care and patient outcomes. Level I-prognostic study.

What Students Want: Elements of Job Satisfaction Expectations among Multicultural Cohorts

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Brown, Dannie L.

2015-01-01

The purpose of this research was to assess students' expectations of future job satisfaction. Data were collected from 484 students enrolled in the BBA programme at Cape Breton University, Nova Scotia, Canada. Locke's job satisfaction theory and Hackman and Oldham's job characteristics model provided the theoretical foundation for the study.…

The expected impacts of mining : Stakeholder perceptions of a proposed mineral sands mine in rural Australia

NARCIS (Netherlands)

Plank, van der S.; Walsh, B.; Behrens, P.A.

2016-01-01

The form and evolution of stakeholder perceptions toward renewable energy (RE) developments continue to be investigated, but there has been little similar research regarding mines. Responses of community members and other stakeholders cannot be expected to evolve the same way between different

Differentiating innovation priorities among stakeholder in hospital care.

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Lambooij, Mattijs S; Hummel, Marjan J

2013-08-16

Decisions to adopt a particular innovation may vary between stakeholders because individual stakeholders may disagree on the costs and benefits involved. This may translate to disagreement between stakeholders on priorities in the implementation process, possibly explaining the slow diffusion of innovations in health care. In this study, we explore the differences in stakeholder preferences for innovations, and quantify the difference in stakeholder priorities regarding costs and benefits. The decision support technique called the analytic hierarchy process was used to quantify the preferences of stakeholders for nine information technology (IT) innovations in hospital care. The selection of the innovations was based on a literature review and expert judgments. Decision criteria related to the costs and benefits of the innovations were defined. These criteria were improvement in efficiency, health gains, satisfaction with care process, and investments required. Stakeholders judged the importance of the decision criteria and subsequently prioritized the selected IT innovations according to their expectations of how well the innovations would perform for these decision criteria. The stakeholder groups (patients, nurses, physicians, managers, health care insurers, and policy makers) had different preference structures for the innovations selected. For instance, self-tests were one of the innovations most preferred by health care insurers and managers, owing to their expected positive impacts on efficiency and health gains. However, physicians, nurses and patients strongly doubted the health gains of self-tests, and accordingly ranked self-tests as the least-preferred innovation. The various stakeholder groups had different expectations of the value of the nine IT innovations. The differences are likely due to perceived stakeholder benefits of each innovation, and less to the costs to individual stakeholder groups. This study provides a first exploratory quantitative

How do GPs in Switzerland perceive their patients' satisfaction and expectations? An observational study.

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Sebo, Paul; Herrmann, François R; Haller, Dagmar M

2015-06-10

To assess doctors' perceptions of their patients' satisfaction and expectations in primary care. Cross-sectional study using questionnaires completed by general practitioners (GPs) and their patients. Primary care practices in Geneva, Switzerland. 23 GPs from a random list of 75 GPs practising in the canton of Geneva (participation rate 31%), who each recruited between 50 and 100 consecutive patients coming to the practice for a scheduled medical consultation, leading to a total of 1637 patients (participation rate: 97%, women: 63%, mean age: 54 years). Patient exclusion criteria were: new patients, those consulting in an emergency situation or suffering from disorders affecting their ability to consent, and those who did not speak French. Patients satisfaction with and expectations from the care they received in this practice; GPs perceptions of their patient's satisfaction and expectations. GPs underestimated all patient satisfaction items (p<0.001 for all items) whereas they overestimated their expectations, except for equipment (laboratory and X-ray) and some accessibility items. In a multivariate analysis to assess which GP factors were associated with correct assessment of their patients' views, only GPs' certification status was a significant factor. GPs tend to underestimate patients' satisfaction but overestimate their expectations in primary care. These findings may help GPs to understand patients' views in order to adequately meet their expectations and concerns. Published by the BMJ Publishing Group Limited. For permission to use (where not already granted under a licence) please go to http://group.bmj.com/group/rights-licensing/permissions.

Developing anchored measures of patient satisfaction with pharmaceutical care delivery: Experiences versus expectations

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Rosemin Kassam

2009-04-01

Full Text Available Rosemin Kassam1, John B Collins2, Jonathan Berkowitz31Structured Practice Education Program, Faculty of Pharmaceutical Sciences; 2Department of Educational Studies; 3Sauder School of Business, University of British Columbia, Vancouver, BC, CanadaBackground: A pilot study was undertaken to evaluate patients’ satisfaction with pharmaceutical care (PC activities delivered at community pharmacies. The objectives of the study were to: (1 operationalize patient satisfaction in terms of the advanced pharmacy practice experience (APPE PC activities, (2 conduct psychometric analysis of the satisfaction instrument, and (3 assess the sensitivity of the instrument to detect any differences that may exist between what patients expect to receive versus what is actually experienced.Methods: Pharmacies affiliated with two national chains were recruited to participate. Asthma patients at each of these sites were invited to complete a survey designed to assess their expectations of and their experiences with PC at the respective site.Results: One hundred forty-seven surveys were completed from patients in 19 community pharmacies. Psychometric analysis confirmed the survey’s internal reliability and sensitivity to be very high. Data analysis suggested that most patients expect more from PC services than they actually experienced.Conclusion: Unlike other PC satisfaction surveys, this instrument allows patient experiences to be anchored against their expectations. The results suggest that most patients would be willing to engage in PC activities outlined in the survey.Keywords: satisfaction survey, pharmaceutical care, community-APPE

An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction

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Van Ryzin, Gregg G.

2013-01-01

A number of prior studies have found evidence for the expectancy-disconfirmation theory of citizen satisfaction with public services, which holds that citizens judge public services not only on experienced service quality but also on an implicit comparison of service quality with prior expectations. But the evidence to date has been based on…

Eumorphic Plastic Surgery: Expectation Versus Satisfaction in Body Dysmorphic Disorder.

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Morselli, Paolo Giovanni; Micai, Alessandro; Boriani, Filippo

2016-08-01

Eumorphic Plastic Surgery aims at improving the severe psychosocial pain caused by a deformity. Dysmorphopathology is an increasingly relevant problem facing the plastic surgeon. The aim of this study is to describe the perioperative questionnaires created by the senior author and to present a cohort of plastic surgery patients suffering from dysmorphopathies. These patients were prospectively followed and evaluated with the proposed questionnaires through their surgical pathway to explore the degree of satisfaction or disappointment compared to expectations. All candidates for plastic surgery procedures between April 2011 and June 2013 were included in the study. Preoperatively, all patients completed the Patient Expectation Questionnaire (E-pgm). Twelve months postoperatively, they completed the Patient Satisfaction Questionnaire (S-pgm). The E-pgm and S-pgm were compared to evaluate the consistency between the patient's preoperative expectations and postoperative evaluations. A total of 158 patients were included in the study. Out of them, 79 % experienced an improvement or no variation between preoperative expectations and postoperative satisfaction. With regard to the motivation for undergoing surgery, 91 % showed that the surgical procedure met the motivation. An overall positive perioperative change in life was experienced by 93 % of patients. The E-pgm questionnaire proved to be a valid and reliable tool for the selection of suitable candidates for surgery and for identification of dysmorphophobic patients. Enhancing the doctor-patient relationship and communication can reduce ambiguity and avoid troublesome misunderstandings, litigation and other legal implications. This journal requires that authors assign a level of evidence to each article. For a full description of these Evidence-Based Medicine ratings, please refer to the Table of Contents or the online Instructions to Authors www.springer.com/00266 .

Higher Education Quality: Perception Differences among Internal and External Stakeholders

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Abidin, Munirul

2015-01-01

Conceptually, education quality of higher education can be determined by evaluation of their stakeholders's satisfaction level. The purpose of this study is to describe how students as external stakeholder and lecturers as internal stakeholder, perceived their satisfaction of learning experience in the university. This study was conducted in…

What Chinese Workers Value: An Analysis of Job Satisfaction, Job Expectations, and Labor Turnover in China

OpenAIRE

Nie, Peng; Sousa-Poza, Alfonso

2017-01-01

This study uses data from the 2012 China Labor Force Dynamics Survey and 2010–2012 China Family Panel Studies to investigate job satisfaction and job expectations, as well as the association between job satisfaction and job turnover by gender among employees aged 16–65. We find not only that job satisfaction levels are relatively low, with only 46% of workers explicitly satisfied, but also that worker expectations differ significantly from what their jobs actually provide. In particular, many...

Assessment of users’ expectations, perceived quality and satisfaction with primary care in Greece

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Vasilios Raftopoulos

2010-01-01

Full Text Available Aim: To explore users’ expectations, their perceived quality and their satisfaction with primary care services an anonymous questionnaire has been administered to a sample of 212 users.Background: Patient satisfaction with quality of primary care is a dominant concept in quality assurance and quality improvement programs.Methods: It has been used the Expectations-Perceived Quality-Satisfaction with Primary Care Services Scale (E-PQ-SPCSS that was developed and validated in this study. Data were analysed using SPSS, version 18.Results: The overall satisfaction with the primary care services was 97.2%, with the medical care provided was 95.3% and with nursing care was 92.5%. Nursing care was provided to 126 (59.4% users. These users were more satisfied (p<0.0001 with global nursing care provided (4.52±0.70 than those who were not provided a nursing care intervention (3.53±1.73. Age correlated with global satisfaction with primary care (r=0.315, p<0.001 with medical (r=0.194, p<0.001 and nursing care (r=0.183, p<0.001 as well as with expectations totalscore (r=0.295, p<0.001, perceived quality of care total score (r=0.366, p<0.001 and satisfaction with care total score (r=0.207, p=0.002. Based on Cattell’s visual scree plot, four factors accounting for 64.34% of the item covariance were extracted and rotated through factor analysis (nurse’s technical and interpersonal competence, physician’s interpersonal competence, physician’s technical competence and structure characteristics.Conclusions: The psychometric properties of the E-PQ-SPCSS were good enough indicating that the scales are reliable and adequate for group comparisons.

Stakeholder versus Shareholder Satisfaction in Corporate Risk Management

DEFF Research Database (Denmark)

Aabo, Tom

2006-01-01

Inherent in corporate governance is the conflict between satisfying stakeholders in general versus satisfying shareholders in particular. This empirical study of Danish non-financial companies finds that companies which state that their aim is to satisfy stakeholders in general ("stakeholder...

Acne treatment patterns, expectations, and satisfaction among adult females of different races/ethnicities

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Rendon MI

2015-05-01

Full Text Available Marta I Rendon,1 David A Rodriguez,2 Ariane K Kawata,3 Arnold N Degboe,4 Teresa K Wilcox,3 Caroline T Burk,5 Selena R Daniels,4 Wendy E Roberts6 1Rendon Center for Dermatology and Aesthetic Medicine, Boca Raton, FL, USA; 2Dermatology Associates and Research, Coral Gables, FL, USA; 3Evidera, Bethesda, MD, USA; 4Allergan Inc., Irvine, CA, USA; 5Health Outcomes Consultant, Laguna Beach, CA, USA; 6Generational and Cosmetic Dermatology, Rancho Mirage, CA, USA Background: Limited data are available on acne treatment patterns, expectations, and satisfaction in the adult female subpopulation, particularly among different racial and ethnic groups. Objective: Describe acne treatment patterns and expectations in adult females of different racial/ethnic groups and analyze and explore their potential effects on medication compliance and treatment satisfaction. Methods: A cross-sectional, Web-based survey was administered to US females (25–45 years with facial acne (≥25 visible lesions. Data collected included sociodemographics, self-reported clinical characteristics, acne treatment use, and treatment expectations and satisfaction. Results: Three hundred twelve subjects completed the survey (mean age, 35.3±5.9 years, comprising black (30.8%, Hispanic (17.6%, Asian/other (17.3%, and white (34.3%. More than half of the subjects in each racial group recently used an acne treatment or procedure (black, 63.5%; Hispanic, 54.5%; Asian/other, 66.7%; white, 66.4%. Treatment use was predominantly over-the-counter (OTC (47.4% versus prescription medications (16.6%. OTC use was highest in white subjects (black, 42.7%; Hispanic, 34.5%; Asian/other, 44.4%; white, 59.8%; P<0.05. The most frequently used OTC treatments in all racial/ethnic groups were salicylic acid (SA (34.3% and benzoyl peroxide (BP (32.1%. Overall, compliance with acne medications was highest in white versus black (57.0±32.4 vs 42.7±33.5 days, P>0.05, Hispanic (57.0±32.4 vs 43.2±32.9 days, P>0

PROJECT MANAGEMENT AND RELATIONSHIP MARKETING: INTERSECTIONS FOR STAKEHOLDER MANAGEMENT IN PROJECTS

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Ronielton Rezende Oliveira

2017-06-01

Full Text Available Projects development is essential for organizations. Among the factors originated in projects that influence performance is quality. This variable must be managed to meet the expectations of the stakeholders and this can only be achieved through effective monitoring and control. It can be seen that relationship marketing is relevant to the competitive reality of contemporary organizations. With the purpose of contributing to organizational studies, this theoretical essay proposes to approach project management in relationship marketing. In the context of integrated management, it is discussed how management action can be applied to engage and involve stakeholders in projects, in order to create value and achieve the expectations sustained by the execution of the projects. Based on the reflection, the quality of relationship management is pointed out as a construct of higher order, composed of at least two dimensions: trust and satisfaction.

[Relevance between expectations before treatment, new symptoms and satisfaction after treatment in patients with pelvic organ prolapse].

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Wang, Yu; Han, Jinsong; Zhang, Kun; Zhu, Fuli; Yang, Junfang; Wang, Yiting

2015-09-01

To investigate the relevance between expectations before treatment, new symptoms and satisfaction after treatment of the pelvic organ prolapse (POP) patients. Made a collection of 75 cases of POP patients at Peking University Third Hospital, who were affected by the POP symptoms and came to our clinic for treatment from January to December in 2013. Prospectively investigate the patients' expectations before treatment, which were the most troubling symptoms to be solved. According to treatment we divided the patients into surgery and pessary groups. Two groups were followed up with the degree to achieve the desired goals using patient global impression of improvement (PGI-I), new symptoms and satisfaction after treatment, try to find the relevance between expectations before treatment, new symptoms and satisfaction after treatment. There were 47 (63%, 47/75) patients in the surgical group and 28 (37%, 28/75) patients in the pessary group. The top three problems for patients were friction when walking (25%, 19/75), dysuria (23%, 17/75) and the feeling of vaginal prolapse (19%, 14/75). The follow-up rate was of 93% (70/75), follow-up time was (5 ± 4) months. Satisfaction score after treatment of surgical group was higher than that of pessary group [(4.9 ± 0.4) versus (4.0 ± 1.3) scores, P satisfaction scores was relevant (P = 0.021). The availability of new symptoms and satisfaction scores was relevant (P = 0.001). When achieving higher expectations to the treatment and no more new symptoms, the satisfaction score after treatment is higher.

Sexually Explicit Online Media, Body Satisfaction, and Partner Expectations Among Men who have Sex with Men: a Qualitative Study.

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Leickly, Emily; Nelson, Kimberly; Simoni, Jane

2017-09-01

Limited research has investigated the perceived influence of sexually explicit online media (SEOM) on body satisfaction and partner expectations of men who have sex with men (MSM). Semi-structured qualitative interviews were conducted with 16 MSM, covering the perceived influence of MSM-specific SEOM. All nine men who broached the topics of body satisfaction and partner expectations reported that MSM-specific SEOM set unreasonably high physical appearance expectations for themselves and/or their potential partners. Although MSM-specific SEOM might be negatively affecting body satisfaction and partner expectations among MSM, its ubiquity may make it a useful tool to support body positivity.

Satisfaction, fulfillment of expectations and adherence to subcutaneous biological drugs in patients with rheumatoid arthritis: ARCO study.

Science.gov (United States)

Calvo-Alén, Jaime; Vela, Paloma; Bustabad, Sagrario; Maceiras, Francisco; Carmona, Loreto; Cea-Calvo, Luis

2018-05-15

In the ARCO study, adherence to subcutaneous biological agents by patients with rheumatoid arthritis improved with monthly administration. We assess whether adherence can be related to fulfillment of expectations and satisfaction with treatment. Adherence was assessed by calculating the Medication Possession Ratio, and satisfaction and fulfillment of expectations using the «EXPRESAR» group questionnaire. In 346 patients, those who were satisfied/very satisfied with efficacy and tolerability were ≥80% and 64.4%, with no differences between weekly, biweekly or monthly administration regimens. Regarding the fulfillment of expectations, 59.9% considered the effect of the treatment greater than expected and 52.6% reported lower/much lower than expected discomfort; the latter percentage was higher in patients with monthly administration (P=.049). The percentages for nonadherence were 15.6% (discomfort greater than expected), 18.5% (expected discomfort) and 11.1% (lower than expected or no discomfort) (P=.189). Satisfaction and fulfillment of expectations were high. Fulfillment of expectations of tolerability was better with monthly administration, which could contribute to better adherence. Copyright © 2018 Sociedad Española de Reumatología y Colegio Mexicano de Reumatología. Publicado por Elsevier España, S.L.U. All rights reserved.

[A cross-level analysis of the links between service quality and disconfirmation of expectations and customer satisfaction].

Science.gov (United States)

Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; González-Morales, M Gloria; Ramos, José; Peiró, José M

2009-08-01

This article examines links between disconfirmation of expectations and functional and relational service quality perceived by employees and customer satisfaction. A total of 156 employees, who were working in 52 work units, participated in the research study. In addition, 517 customers who were assisted by these work units were surveyed. Using a cross-level approach, we used a random coefficient model to test the aforementioned relationships. A strong relationship between disconfirmation of expectations and customer satisfaction was observed. Also, the results confirmed that functional service quality maintains an additional and significant association with customer satisfaction. In contrast, there were no significant relationships between relational service quality and customer satisfaction. The article concludes with a discussion of these results.

Fractional carbon dioxide laser resurfacing of rhytides and photoaged skin--a prospective clinical study on patient expectation and satisfaction.

Science.gov (United States)

Kohl, Elisabeth; Meierhöfer, Julia; Koller, Michael; Zeman, Florian; Groesser, Leopold; Karrer, Sigrid; Hohenleutner, Ulrich; Landthaler, Michael; Hohenleutner, Silvia

2015-02-01

Fractional CO2 -laser resurfacing is increasingly used for treating rhytides and photoaged skin because of its favorable benefit-risk ratio. A key outcome measure and treatment goal in aesthetic laser therapy is patient satisfaction. However, few data are available on patient-reported outcomes after fractional ablative skin-resurfacing. To compare patient expectations before and patient satisfaction after three fractional CO2 -laser treatments and to correlate objectively measured wrinkle reduction with patient satisfaction after treatment. We investigated patient expectation and satisfaction using a 14-item questionnaire in 24 female patients. We assessed the skin-related quality of life and patient satisfaction with skin appearance. We profilometrically measured wrinkle size in four facial areas before and three months after treatment and investigated correlations between wrinkle reduction and patient satisfaction. The high patient expectations before treatment (ceiling effect) were actually slightly exceeded. The average score of 14 items delineating patient satisfaction with laser treatment was higher (4.64 ± 0.82; n = 24) than the respective expectations before treatment (4.43 ± 0.88; n = 24). Skin-related quality of life and patient satisfaction with skin appearance had significantly improved after the last treatment. Patients dissatisfied with their skin appearance before treatment (mean 2.1 ± 1.5; evaluated on a scale ranging from 0-6) were satisfied (mean 5.1 ± 1.2) (P skin appearance at the follow-up. Patient satisfaction with skin appearance was not correlated to the profilometrically measured reduction of wrinkle size of any facial area. Our results show high patient satisfaction with ablative fractional skin resurfacing, also regarding improved self-esteem and self-satisfaction despite high pre-treatment expectations. Skin-specific quality of life had significantly improved. Thus, this treatment modality can be recommended

Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

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Kaung-Hwa Chen

2015-08-01

Full Text Available This study aimed to investigate the influence of the service encounter expectations of senior customers during wellness tours on customer satisfaction. The organizational attributes of hotels, organizational characteristics and employee characteristics, were adopted as mediating variables. A total of 346 valid questionnaires were retrieved from 50 year-old and above seniors in Taiwan. The results showed that the service encounter expectations of seniors had an indirect influence on customer satisfaction and the organizational attributes mediated the service encounter expectations of seniors and customer satisfaction. The moment of truth in the interactions between service staff members and seniors represents the pivotal management implication of this study.

Tools for Stakeholder Involvement in Facility Management Service Design

DEFF Research Database (Denmark)

Nardelli, Giulia; Scupola, Ada

that are more in line with the stakeholder needs and expectations, and may thus result in increased customer satisfaction, better services and, at the very end, an increased competitive advantage for the organization. Background: The background of this study lies in user involvement in service design...... in the design process as well as FM service provision processes. Research limitations: The major limitation of the study consists of the relatively small amount of interviews conducted, which is the basis for finding the tools in FM service design processes....

The Relationship between Inpatient Expectations of Staff Responsiveness and Empathy with Inpatient Satisfaction at Wangaya District Hospital Denpasar

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Dwidyaniti Wira

2015-04-01

Full Text Available Background and purpose: The evaluation of quality of service within inpatient and outpatient services is very critical to be done. This research aimed to explore the relationship between inpatient expectations of the quality of nursing service and inpatient satisfaction, in the third-class ward Wangaya District General Hospital, Denpasar.Methods: This research was a quantitative study using cross-sectional design. A sample of 111 was selected by simple random sampling. The data was analysed by using univariate, bivariate, and multivariate analysis with logistic regression.Results: The analysis indicated that the level of actual satisfaction compared to inpatient expectations was as low as 45%. Perception of responsiveness with OR=2.404 (95%CI: 1.076–5.373 and perception of empathy with OR=2.594 (95%CI: 1.165-5.779 had a significant relationship with inpatient satisfaction.Conclusion: The study concluded that the patient satisfaction rate is moderate and found to have significant correlation with perceptions of responsiveness and empathy.Keywords: inpatient expectations, nursing service provision, inpatient satisfaction

Job Satisfaction and Expected Turnover Among Federal, State, and Local Public Health Practitioners.

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Leider, Jonathon P; Harper, Elizabeth; Shon, Ji Won; Sellers, Katie; Castrucci, Brian C

2016-10-01

To use data on the governmental public health workforce to examine demographics and elucidate drivers of job satisfaction and intent to leave one's organization. Using microdata from the 2014 Federal Employee Viewpoint Survey and 2014 Public Health Workforce Interests and Needs Survey, we drew comparisons between federal, state, and local public health staff. We fitted logistic regressions to examine correlates of both job satisfaction and intent to leave one's organization within the coming year. Correlates of job satisfaction included pay satisfaction, organizational support, and employee involvement. Approximately 40% of federal, state, and local staff said they were either considering leaving their organization in the next year or were planning to retire by 2020. Public health practitioners largely like their jobs, but many are dissatisfied with their pay and are considering working elsewhere. More should be done to understand the determinants of job satisfaction and how to successfully retain high-quality staff. Public health is at a crossroads. Significant turnover is expected in the coming years. Retention efforts should engage staff across all levels of public health.

Expectation of fairness: a turning point in the professional satisfaction of Iranian nurses.

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Rafii, Forough; Nasrabadi, Alireza Nikbakht; Forooshani, Zahra Sadat Dibaji

2016-06-01

The professional satisfaction of staff is one of the most challenging organizational concepts that can enhance the efficiency level of organizations. In a similar vein, the professional satisfaction of nurses is of considerable importance, in that, professional dissatisfaction among nurses could result in emotional detachment, depression, anger, evasion from work, and inefficacy and would negatively impact the organization's work rate. The aim of this study was to understand Iranian nurses' experiences of the concept of professional satisfaction. This was a qualitative study conducted with a targeted sampling of 10 nurses (4 men and 6 women) in 2015. The data were collected through conducting in-depth interviews, and textual data were analyzed subsequently using the Qualitative Content Analysis (QCA) method. The findings of this study pointed to "fair conduct," which was comprised of three sub-categories, i.e., expectation of fairness in social-professional settings, expectation of fairness in receiving professional benefits, and expectation of fairness in the area of professional interactions. There are various ups and downs in nursing due to the challenging nature of the profession, from the initial education at the university until retirement. According to the findings of this study, a lack of fairness in social-professional settings, a lack of fairness in receiving professional benefits, and a lack of fairness in the area of professional interactions were among the factors that have great impacts on the degree of professional dissatisfaction among nurses.

An Analysis of Corporate Social Responsibility (CSR on Stakeholders Loyalty: Perceptions of Malaysian Organizations

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Salmi Mohd Isa, PhD (Hull, UK

2013-07-01

Full Text Available The purpose of this paper is to explore the relationship between Corporate Social Responsibility (CSR and stakeholder loyalty to the Malaysian organisations. Stakeholder satisfaction was used to measure the mediating effects between CSR and stakeholder loyalty. A developed CSR items were used to measure the CSR of an organisation The research was conducted using online survey to reach 377 organisations that have CSR’s initiatives. Results showed that Malaysian stakeholders were loyal with organisations that have CSR. Stakeholder satisfaction also found to fully mediate the relationship between CSR and stakeholder loyalty. Furthermore, a constructive CSR dimension(s would be better to measure the stakeholders’ relationship. Importantly, the study shows the importance of CSR towards stakeholder loyalty. Once the needs are more clearly identified and understood, organisation will be in a better position to also anticipate stakeholders’ satisfaction in order to gain loyalty from the stakeholders.

Question order sensitivity of subjective well-being measures: focus on life satisfaction, self-rated health, and subjective life expectancy in survey instruments.

Science.gov (United States)

Lee, Sunghee; McClain, Colleen; Webster, Noah; Han, Saram

2016-10-01

This study examines the effect of question context created by order in questionnaires on three subjective well-being measures: life satisfaction, self-rated health, and subjective life expectancy. We conducted two Web survey experiments. The first experiment (n = 648) altered the order of life satisfaction and self-rated health: (1) life satisfaction asked immediately after self-rated health; (2) self-rated health immediately after life satisfaction; and (3) two items placed apart. We examined their correlation coefficient by experimental condition and further examined its interaction with objective health. The second experiment (n = 479) asked life expectancy before and after parental mortality questions. Responses to life expectancy were compared by order using ANOVA, and we examined interaction with parental mortality status using ANCOVA. Additionally, response time and probes were examined. Correlation coefficients between self-rated health and life satisfaction differed significantly by order: 0.313 (life satisfaction first), 0.508 (apart), and 0.643 (self-rated health first). Differences were larger among respondents with chronic conditions. Response times were the shortest when self-rated health was asked first. When life expectancy asked after parental mortality questions, respondents reported considering parents more for answering life expectancy; and respondents with deceased parents reported significantly lower expectancy, but not those whose parents were alive. Question context effects exist. Findings suggest placing life satisfaction and self-rated health apart to avoid artificial attenuation or inflation in their association. Asking about parental mortality prior to life expectancy appears advantageous as this leads respondents to consider parental longevity more, an important factor for true longevity.

"Expectations to Change" ((E2C): A Participatory Method for Facilitating Stakeholder Engagement with Evaluation Findings

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Adams, Adrienne E.; Nnawulezi, Nkiru A.; Vandenberg, Lela

2015-01-01

From a utilization-focused evaluation perspective, the success of an evaluation is rooted in the extent to which the evaluation was used by stakeholders. This paper details the "Expectations to Change" (E2C) process, an interactive, workshop-based method designed to engage primary users with their evaluation findings as a means of…

Expectations and satisfaction of pregnant women: unveiling prenatal care in primary care.

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Aparecida Maciel Cardelli, Alexandrina; Li Marrero, Tai; Aparecida Pimenta Ferrari, Rosângela; Trevisan Martins, Júlia; Serafim, Deise

2016-06-01

To analyze the perception of primiparous women about prenatal care in Basic Health Units in a municipality in southern Brazil. This is a qualitative research from the perspective of Social Representation Theory, from the following question: How has been the pre-natal care for you? Eighteen pregnant women were interviewed. The analysis resulted in three categories: Expectation representation about prenatal care; Rescuing the care offered in prenatal consultation; Unveiling the (dis) satisfaction with prenatal consultation. The prenatal care was apprehended as an essential moment for safe pregnancy, although centered on the doctor's figure and guarantee access to early laboratory and imaging tests. On the other hand, dissatisfaction was revealed from the reception at the entrance to the health unit to the consultations access, although some statements suggest timely satisfaction. Prenatal care did not meet the specific expectations of the study group and unveiled that the nurse did not supply it, as a member of the multidisciplinary team. The organization of the nursing work process in primary care, related to prenatal care, needs to be revisited to promote the effectiveness of its actions.

How accurately do instructors judge students' attitudes online? A measurement of expectations and level of satisfaction with an Online Information Systems masters program

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Lauren-Nicole Macht

2002-12-01

Full Text Available In order to run a successful educational program, instructors as well as staff members must constantly review and adapt to the expectations, concerns, demographics and satisfaction level of their student consumers. This study was conducted in order to examine these issues in an online educational setting. First, interviews were given to the program instructors in order to determine their opinions about the students' expectations and satisfaction levels. This information was then used to create a student survey that assessed the students' expectations and level of satisfaction. These two sets of results were then compared This comparison revealed that the online instructors did have a good grasp of the online students' expectations, concerns, demographics and satisfaction level. The only areas where the instructors' concepts of student views were slightly less accurate was student concerns and student feelings about the program administration, where the instructors overestimated the level of concern the students had about successfully returning to the learning environment and underestimated the students' satisfaction with the program's administration. This leads us to conclude that, even with the added online factor, instructors strongly understand student expectations, satisfaction levels, demographics and concerns.

The importance of patient expectations as a determinant of satisfaction with waiting times for hip and knee replacement surgery.

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Conner-Spady, Barbara L; Sanmartin, Claudia; Johnston, Geoffrey H; McGurran, John J; Kehler, Melissa; Noseworthy, Tom W

2011-08-01

The disconfirmation model hypothesizes that satisfaction is a function of a perceived discrepancy from an initial expectation. Our objectives were: (1) to test the disconfirmation model as it applies to patient satisfaction with waiting time (WT) and (2) to build an explanatory model of the determinants of satisfaction with WT for hip and knee replacement. We mailed 1000 questionnaires to 2 random samples: patients waiting or those who had received a joint replacement within the preceding 3-12 months. We used ordinal logistic regression analysis to build an explanatory model of the determinants of satisfaction. Of the 1330 returned surveys, 1240 contained patient satisfaction data. The sample was 57% female; mean age was 70 years (SD 11). Consistent with the disconfirmation model, when their WTs were longer than expected, both waiting (OR 5.77, 95% CI 3.57-9.32) and post-surgery patients (OR 6.57, 95% CI 4.21-10.26) had greater odds of dissatisfaction, adjusting for the other variables in the model. Compared to those who waited 3 months or less, post-surgery patients who waited 6 to 12 months (OR 2.59, 95% CI 1.27-5.27) and over 12 months (OR 3.30, 95% CI 1.65-6.58) had greater odds of being dissatisfied with their waiting time. Patients who felt they were treated unfairly had greater odds of being dissatisfied (OR 4.74, 95% CI 2.60-8.62). In patients on waiting lists and post-surgery for hip and knee replacement, satisfaction with waiting times is related to fulfillment of expectations about waiting, as well as a perception of fairness. Measures to modify expectations and increase perceived fairness, such as informing patients of a realistic WT and communication during the waiting period, may increase satisfaction with WTs. Copyright © 2011 Elsevier Ireland Ltd. All rights reserved.

Expectations and satisfaction of pregnant women: unveiling prenatal care in primary care

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Alexandrina Aparecida Maciel Cardelli

Full Text Available Objective.To analyze the perception of primiparous women about prenatal care in Basic Health Units in a municipality in southern Brazil. Methods. This is a qualitative research from the perspective of Social Representation Theory, from the following question: How has been the pre-natal care for you? Eighteen pregnant women were interviewed. Results. The analysis resulted in three categories: Expectation representation about prenatal care; Rescuing the care offered in prenatal consultation; Unveiling the (dis satisfaction with prenatal consultation. The prenatal care was apprehended as an essential moment for safe pregnancy, although centered on the doctor's figure and guarantee access to early laboratory and imaging tests. On the other hand, dissatisfaction was revealed from the reception at the entrance to the health unit to the consultations access, although some statements suggest timely satisfaction. Conclusion. Prenatal care did not meet the specific expectations of the study group and unveiled that the nurse did not supply it, as a member of the multidisciplinary team. The organization of the nursing work process in primary care, related to prenatal care, needs to be revisited to promote the effectiveness of its actions.

A Qualitative Assessment and Analysis of Stakeholder Expectations

National Research Council Canada - National Science Library

Bullard, Steven

2003-01-01

A Department of Defense acquisition program is influenced by a large number of external stakeholders, including operational users, oversight authorities, contractors and suppliers, and interfacing program managers...

Women's perceptions, expectations and satisfaction with induced labour--a questionnaire-based study.

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Shetty, Ashalatha; Burt, Rhona; Rice, Pat; Templeton, Allan

2005-11-01

To evaluate the understanding and expectations of women undergoing labour induction, to assess their actual experience of the process and to compare their satisfaction with labour to those labouring spontaneously. Four hundred and fifty women at term undergoing induction of labour and cervical ripening with prostaglandinE2 vaginal tablets and 450 women labouring spontaneously were recruited into the study. The induction group were requested to complete a questionnaire prior to the start of their induction process and another questionnaire post-delivery. The post-delivery questionnaire contained two sections, one pertaining to issues to do with the induction and the second with the actual labour process. The spontaneously labouring group was requested to complete a questionnaire post-delivery, which only contained the section pertaining to the actual labour process. The main outcome measures were satisfaction with labour, perception of pain and length of labour between the induced and spontaneous labour groups, and issues that the women might wish changed about their induction. In the induction group, 34.7% were not satisfied with the information they received about the induction prior to the procedure and 27.2% expected to deliver within 12h of the administration of the inducing agent. Post-induction, 40% of the women felt the most important aspect they would like to change about their induction were they to have another one, would be the speed of the induction, 13.6% felt they might wish to take the inducing agent orally, 7% to have fewer vaginal examinations and 9% to have fewer complications. Among the women who returned questionnaires, 26.3% had a caesarean delivery in the induction group and 21.4% in the spontaneous labour group. Significantly more women were satisfied with their labour in the spontaneous labour group 79.5% versus 70.4%, RR 0.89, 95% CI 0.8-0.96, P=0.006). Labour that is artificially induced does result in lower satisfaction rates as compared

Professional midwifery in Guatemala: A qualitative exploration of perceptions, attitudes and expectations among stakeholders.

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Summer, Anna; Guendelman, Sylvia; Kestler, Edgar; Walker, Dilys

2017-07-01

Despite recommendations that women give birth with a skilled birth attendant (SBA), 70% of births in Guatemala occur outside health facilities with informally trained traditional birth attendants (TBAs). To increase SBA in rural, indigenous communities, a professional midwifery school accredited by the government is scheduled to open in 2017. Drawing from Filby's model on barriers to the successful integration of professional midwifery into health systems, this paper aims to identify threats - and facilitators-toward professional midwifery's re-introduction in Guatemala. To elucidate perceptions, attitudes and expectations towards professional midwifery, qualitative, in-depth interviews were conducted with 32 physicians, nurses, and TBAs in six health centers and with key decision makers and professional midwives (PMs) in Guatemala City. We conducted open and axial coding in Atlas.ti and performed normative comparisons of participants' attitudes, perceptions, and expectations with the National Vision for professional midwifery and relative comparisons within and across disciplinary subgroups. Unprompted, physicians, nurses and TBAs were unable to correctly define professional midwifery. Yet, when professional midwifery was defined for them, they expressed willingness to work with PMs, seeing them as a needed human resource, instrumental in providing intercultural care and strengthening facility relationships with TBAs. Some stakeholders anticipated resistance toward PMs due to provider turf issues. Notable differences in expectations among all groups included ideas for supervision of and by the PMs and the PM's role in monitoring women and conducting births in communities alongside TBAs. Facilitators to professional midwifery's success include national political will, stakeholders' uniformity of vision, and the potential for improved intercultural care. Barriers are mostly professional in nature, including impediments to autonomous practice by PMs, hierarchical

A framework for multi-stakeholder decision-making and conflict resolution

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We propose a decision-making framework to compute compromise solutions that balance conflicting priorities of multiple stakeholders on multiple objectives. In our setting, we shape the stakeholder dis-satisfaction distribution by solving a conditional-value-at-risk (CVaR) minimiz...

Should providers encourage realistic weight expectations and satisfaction with lost weight in commercial weight loss programs? a preliminary study.

Science.gov (United States)

Ames, Gretchen E; Thomas, Colleen S; Patel, Roshni H; McMullen, Jillian S; Lutes, Lesley D

2014-01-01

Attrition is a problem among patients who participate in commercial weight loss programs. One possible explanation is that if patients are unable to reach a weight that they expect to achieve, they may be more likely to drop out of treatment. This study investigated variables associated with attrition among 30 obese patients who completed a liquid meal replacement program (LMR) and enrolled in a 52-week Small Changes Maintenance intervention (SCM). Patients lost a median 18% of body weight during LMR and completed assessments about weight expectations and weight satisfaction pre- and post-SCM. Of the 30 patients who started SCM, 8 (27%) were lost to attrition. Odds of SCM attrition were higher in patients who lost ≤ 18.2% of pre-LMR weight (OR: 12.25, P = 0.035), had lower satisfaction (≤7) pre-SCM (OR: 10.11, P = 0.040), and who expected further weight loss of 9.1 kg or more pre-SCM (OR: 10.11, P = 0.040). SCM completers significantly increased weight loss expectations by a median of 2.3 kg from pre-SCM to post-SCM (WSR P = 0.049) that paralleled weight regained post-SCM (2.7 kg). After completion of a medically-supervised commercial weight loss program, patients with the greatest expectations for further weight loss and the lowest weight satisfaction were more likely to drop out of SCM. Failure to participate in maintenance treatment may lead to regain of greater than half of lost weight over the next year. Among SCM completers, lower expectations for further weight loss and greater weight satisfaction appeared to be associated with continued engagement in maintenance treatment.

Shaping a valued learning journey: Student satisfaction with learning in undergraduate nursing programs, a grounded theory study.

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Smith, Morgan R; Grealish, Laurie; Henderson, Saras

2018-05-01

Student satisfaction is a quality measure of increasing importance in undergraduate programs, including nursing programs. To date theories of student satisfaction have focused primarily on students' perceptions of the educational environment rather than their perceptions of learning. Understanding how students determine satisfaction with learning is necessary to facilitate student learning across a range of educational contexts and meet the expectations of diverse stakeholders. To understand undergraduate nursing students' satisfaction with learning. Constructivist grounded theory methodology was used to identify how nursing students determined satisfaction with learning. Two large, multi-campus, nursing schools in Australia. Seventeen demographically diverse undergraduate nursing students studying different stages of a three year program participated in the study. Twenty nine semi-structured interviews were conducted. Students were invited to describe situations where they had been satisfied or dissatisfied with their learning. A constructivist grounded theory approach was used to analyse the data. Students are satisfied with learning when they shape a valued learning journey that accommodates social contexts of self, university and nursing workplace. The theory has three phases. Phase 1 - orienting self to valued learning in the pedagogical landscape; phase 2 - engaging with valued learning experiences across diverse pedagogical terrain; and phase 3 - recognising valued achievement along the way. When students experience a valued learning journey they are satisfied with their learning. Student satisfaction with learning is unique to the individual, changes over time and maybe transient or sustained, mild or intense. Finding from the research indicate areas where nurse academics may facilitate satisfaction with learning in undergraduate nursing programs while mindful of the expectations of other stakeholders such as the university, nurse registering authorities

Patients' preoperative expectations and postoperative satisfaction of dysgnathic patients operated on with resorbable osteosyntheses.

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Ballon, Alexander; Laudemann, Katharina; Sader, Robert; Landes, Constantin A

2011-03-01

This study evaluated whether personal expectations and satisfaction throughout orthognathic surgery were fulfilled. In addition, patients were interrogated about their experience of resorbable osteosynthesis. A total of 50 patients were interviewed 3 times each throughout the study by a mixed questionnaire of standard psychologic tests and a tailored itemized questionnaire regarding their expectations regarding resorbable osteofixation and their postoperative satisfaction. A postoperative increase in self-esteem and approach to life were evident. An examination of Oral Health-Related Quality of Life showed constant quality of life; an examination of Oral Health Impact Profile-Germany) showed no postoperative difficulties in dental hygiene and nutrition. No statistically significant change in any of the tests could be expressly determined. Avoidance of secondary surgery motivated 94% to choose resorbable osteofixations, although a mere 66% had heard of them before; 90% of patients were satisfied with the operation result. Orthognathic surgery cannot change preexistent depression or a problematic social background. Mastication and oral health improved, and postoperative happiness and confidence increased. When given the choice between resorbable fixation and titanium osteofixation, patients generally preferred resorbable fixations.

[Expectations and patient satisfaction in hospitals: construction and application of an expectation-based experience typology and its use in the management of quality and expectations].

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Gehrlach, Christoph; Güntert, Bernhard

2015-01-01

Patient satisfaction (PS) surveys are frequently used evaluation methods to show performance from the customer's view. This approach has some fundamental deficits, especially with respect to theory, methodology and usage. Because of the significant theoretical value of the expectation confirmation/disconfirmation concept in the development of PS, an expectation-based experience typology has been developed and tested to check whether this approach could be a theoretical and practical alternative to the survey of PS. Due to the mainly cognitive-rational process of comparison between expectations and expectation fulfilment, it is easier to make changes in this stage of the process than in the subsequent stage of the development of PS that is mainly based on emotional-affective processes. The paper contains a literature review of the common concept of PS and its causal and influencing factors. Based on the theoretical part of this study, an expectation-based experience typology was developed. In the next step, the typology was subjected to exploratory testing, based on two patient surveys. In some parts of the tested typology explorative differences could be found between hospitals. Despite this rather more complex and unusual approach to expectation-based experience typology, this concept offers the chance to change conditions not only retrospectively (based on data), but also in a prospective way in terms of a "management of expectations". Copyright © 2014. Published by Elsevier GmbH.

Stakeholder Involvement Throughout the Life Cycle of Nuclear Facilities

International Nuclear Information System (INIS)

2011-01-01

This report demonstrates the importance of stakeholder involvement throughout the life cycle of all nuclear facilities; including operating reactors, temporary spent fuel storage facilities and final radioactive waste repositories and follows what is defined in the IAEA Safety Standards GS-R-3 where the stakeholders' expectations (identified as 'interested parties' in GS-R-3) shall be taken into consideration 'in the activities and interactions in the processes of the management system, with the aim of enhancing the satisfaction of interested parties while at the same time ensuring that safety is not compromised'. This report explains how involving stakeholders in decision making processes, even for those stakeholder groups that do not have a direct role in making those decisions, can enhance public confidence in the application of nuclear science and technology. In addition, this report presents general guidance on stakeholder involvement. It does not provide detailed procedures for developing and implementing stakeholder involvement programmes, and specifics regarding stakeholder involvement for particular types of nuclear facilities. However, this publication references reports that provide such details. This publication provides assistance to those responsible for planning, designing, constructing, operating or decommissioning a nuclear facility. In addition, regulatory organizations and other authorities overseeing nuclear activities or managing nuclear facility licensing processes are often seen as the main source of independent information for the general public; therefore, stakeholder involvement can demonstrate capability and trustworthiness of regulatory organizations as well. The role of stakeholder involvement at different stages of a facility's life cycle is discussed, with suggestions on developing the components of a comprehensive stakeholder involvement plan. Included is guidance on focusing communication with certain stakeholders, applying various

Corporate Response to Climate Change: What do Stakeholders Expect?

Directory of Open Access Journals (Sweden)

M.S.V. Prasad

2008-09-01

Full Text Available This paper examines different perceptions on climate change management and disclosuresfrom the viewpoint of stakeholders in Indian Corporations. The paper shows how climatechange strategies and disclosures at different organizational levels can be linked to thesocietal and competitive contexts that companies face, embedded in a stakeholder view.Companies are divided according to certain attributes - location, geographical spread,industry, degree of vertical integration and diversification, companies prioritizing particularstakeholder groups, and their climate change strategies and disclosures including internalmeasures, supply-chain measures and/or market-based measures that move beyond the supplychain are analyzed.This paper attempts to illustrate how institutional, resource-based, supply chain andstakeholder views are all important to characterize and understand corporate strategicresponses to a sustainability issue.

Rising stakeholder expectations and the changing role of public relations

Energy Technology Data Exchange (ETDEWEB)

Grossberndt, D. [BP Canada Energy Company, Calgary, AB (Canada)

2004-07-01

The role of public relations is changing along with growing public awareness of stakeholder's ability to intervene in the development of energy projects. Public relations and community consultation departments must work closely together to ensure that consistent messages are being delivered to the public. This presentation explained how to develop a successful public relations strategy ranging from environmental risk assessment to community consultation. It also discussed the degree to which effective and ongoing communication with stakeholders prevents opposition and negative media coverage.

ANALYSIS OF MOTIVATION, EXPECTATIONS ATTAINMENT AND SATISFACTION OF GRADUATE STUDENTS OF THE DEPARTMENT OF BIOCHEMISTRY, UNIVERSITY OF SÃO PAULO

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Gabriel Santos Arini

2016-11-01

Full Text Available INTRODUCTION: Aspects such as motivation, attainment of the expectations and satisfaction of students have been the target of studies aimed at improving teaching. Investigate the perception of graduate students and their experiences, as they progress in educational programs, provides data that can help improve these programs and support services. OBJECTIVES: This study aimed at analyzing the motivation, attainment of the expectations and satisfaction of graduate students in the Department of Biochemistry at the University of São Paulo regarding their own training as scientists and/or teachers. MATERIALS AND METHODS: Data were collected on October and November 2015, through the application of a questionnaire composed of three major categories: motivation, attainment of the expectations and satisfaction, and twelve subcategories: extrinsic, intrinsic and influenced by the environment motivation; attainment of expectations; satisfaction with the project; courses; scholarship; supervision; work environment; workload; deadlines; formation. The results were validated through Cronbach's Alpha (greater than 0,7 and the item-total correlation index, larger than 0.2 in all items of the questionnaire. DISCUSSION AND RESULTS: Extrinsic motivation of students is strongly influenced by the perspective of progress in career (more than 65%. Intrinsic motivation is influenced by the aspiration to become scientists (85.4%, learn more about their work (94.3% and contribute to the construction of Science (83.1%. The motivation influenced by the environment affects these students for the high productivity of the program (69.7%, the solid education it offers (84.3% and its reputation (74.1%. The program has met the students’ expectations (72%; they are satisfied with their project (77.6%, with the courses (62.5%, and the supervision received (76.4%, with the work environment (83.2% intralaboratory; 64.1% extralaboratory, with the deadlines (over 61% and formation

A Simulation Model for Measuring Customer Satisfaction through Employee Satisfaction

Science.gov (United States)

Zondiros, Dimitris; Konstantopoulos, Nikolaos; Tomaras, Petros

2007-12-01

Customer satisfaction is defined as a measure of how a firm's product or service performs compared to customer's expectations. It has long been a subject of research due to its importance for measuring marketing and business performance. A lot of models have been developed for its measurement. This paper propose a simulation model using employee satisfaction as one of the most important factors leading to customer satisfaction (the others being expectations and disconfirmation of expectations). Data obtained from a two-year survey in customers of banks in Greece were used. The application of three approaches regarding employee satisfaction resulted in greater customer satisfaction when there is serious effort to keep employees satisfied.

An Analysis of Patient Perceptions and Expectations to Dental Implants: Is There a Significant Effect on Long-Term Satisfaction Levels?

Science.gov (United States)

2017-01-01

Here we present an analysis of patient perceptions and expectations to dental implant placement and their prosthetic reconstruction, to then consider whether they have an effect on long-term satisfaction levels. A Post-Treatment Completion Questionnaire was designed to analyse whether patient satisfaction is influenced by age and/or gender; has an effect on patient-reported self-confidence levels; contributes to increased levels of oral hygiene; provides further insight into the average pain levels during and after the surgical intervention; or influences further acceptance of dental implant surgery. And then whether relationships exist between any of these factors. 182 consecutive patients completed the survey: 68 males and 114 females (age mean 64.68 years ± 11.23 SD); the average number of months since treatment completion was 37.4 (males) and 62.6 (females). There is a significant relationship between comfort rating and “how well informed” the patient was (p = 0.015). A significantly positive relationship exists between “considering dental implants in the future” and “overall experience” (p = 0.001). A significantly positive relationship exists between “overall satisfaction with appearance” and “satisfaction with comfort” (p = 0.011). A significant relationship exists between “overall satisfaction with appearance,” “satisfaction with comfort,” and “overall satisfaction with experience” (p = 0.001). The results amplify the need to transmit logical, truthful information to patients when dental implant treatment is being considered. The “fully informed” patient will have realistic expectations that lead to high degrees of satisfaction. PMID:28928771

Disparities in new graduate transition from multiple stakeholder perspectives.

Science.gov (United States)

Adamack, Monica; Rush, Kathy L

2014-09-01

The purpose of this qualitative study was to understand multiple stakeholder perspectives of new graduate (NG) transition programs. It was part of a larger mixed-methods study (2011) designed to provide a comprehensive assessment of new graduate nurse transition best practices, across six British Columbia health authorities. Data collection involved individual interviews with academic nurse educators (n=4) and separate focus groups with new graduate (n=48) and front-line nurse leaders (n=69). Disparity emerged as the overriding theme and described differences between stakeholder group perspectives, between expectations and reality, and within and across programs. Four disparities emerged: entry-level education and practice, perspectives on employment and career planning, transition program elements and support. Despite general satisfaction with undergraduate preparation, theory-practice gaps were identified. New Graduates experienced misalignments between their employment expectations and their realities. The employed student nurse program in which many new graduates had participated did not always yield employment, but when it did, differences in transitional expectations arose between new graduates and leaders. There was considerable variation across and within provincial new graduate programs with respect to orientation, supernumerary time and preceptorship characteristics, including lack of training. Disparities arose in the nature, amount of and access to support and the monitoring of new graduate progress. Findings reinforced organizational complexities and the importance of communication across education and practice sectors. This paper uncovers the tensions between the perspectives of new graduates and nurse leaders about transitional programs and opens the opportunity to collaborate in aligning the perspectives.

Impact of Stakeholder Psychological Empowerment on Project Success

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Herry Pintardi Chandra

2011-05-01

Full Text Available The relationship between psychological empowerment of stakeholders and project success is an important thing that must be known by project manager. This research developed and tested the model to predict how well the impact of stakeholder psychological empowerment on project success. Stakeholder psychological empowerment was defined to have five indicator variables covering intrinsic motivation, opportunity to perform, ability to perform, task behaviors, and contextual behaviors. Meanwhile, project success can be measured by cost performance, time performance, quality performance, profitability, and customer satisfaction. In this study, it was hypothesized that stakeholder psychological empowerment influenced project success. Based on the data obtained from a questionnaire survey carried out to 204 respondents, structural equation modeling (SEM was used for predicting the performance of project success. It was found that stakeholder psychological empowerment influenced project success, especially on the ability to perform of stakeholders.

Stakeholder Versus Shareholder Satisfaction in Corporate Risk Management

DEFF Research Database (Denmark)

Aabo, Tom

Inherent in corporate governance is the conflict between satisfying stakeholders in general and satisfying shareholders in particular. This empirical study of Danish non-financial companies enhances the understanding of the interaction between corporate risk management and corporate governance...

Adaptation and validation of the Patient Expectations and Satisfaction with Prenatal Care instrument among Brazilian pregnant women Adaptación y validación del Patient Expectations and Satisfaction with Prenatal Care para embarazadas brasileñas Adaptação e validação do Patient Expectations and Satisfaction with Prenatal Care para gestantes brasileiras

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Patrícia Santos Prudêncio

2013-06-01

Full Text Available OBJECTIVE: to adapt and validate the Patient Expectations and Satisfaction with Prenatal Care instrument for use in Brazil. It contains 41 items divided into two dimensions: expectations and satisfaction. The adapted version was submitted to analysis for stability, convergent construct validity, and internal consistency (Cronbach's alpha for distinct groups and dimensions. METHOD: 119 pregnant women receiving prenatal care were interviewed and 26 of these women answered the instrument twice (retest. Internal consistency was appropriate (Cronbach's alpha ≥ 0.70; test-retest presented strong correlation (r=0.82; p OBJETIVO: adaptar para uso en Brasil y validar el instrumento Patient Expectations and Satisfaction with Prenatal Care que contiene 41 ítems, divididos en dos dominios (expectativa y satisfacción. La versión adaptada fue sometida al análisis de validez de constructo convergente, de grupos distintos y dimensionalidad y de la consistencia interna (alfa de Cronbach y estabilidad. MÉTODO: fueron entrevistadas 119 embarazadas en acompañamiento prenatal, de esas 26 respondieron dos veces el instrumento (reprueba. La consistencia interna fue adecuada (Alfa de Cronbach ≥ 0,70 y la prueba-reprueba presentó correlación fuerte (r=0,82; p OBJETIVO: adaptar para uso no Brasil e validar o instrumento Patient Expectations and Satisfaction with Prenatal Care, que contém 41 itens, divididos em dois domínios (expectativa e satisfação. A versão adaptada foi submetida à análise da validade de constructo convergente, de grupos distintos, e dimensionalidade, além da análise da consistência interna (alfa de Cronbach e estabilidade. MÉTODO: foram entrevistadas 119 gestantes em acompanhamento pré-natal; dessas, 26 responderam duas vezes ao instrumento (reteste. A consistência interna foi adequada (alfa de Cronbach ≥ 0,70 e o teste/reteste apresentou correlação forte (r=0,82; p<0,001 para a expectativa e correlação moderada (r=0

Satisfaction with nursing education, job satisfaction, and work intentions of new graduate nurses.

Science.gov (United States)

Kenny, Patricia; Reeve, Rebecca; Hall, Jane

2016-01-01

In the context of predictions of future shortages of nurses, retaining new graduate nurses in the nursing workforce is essential to ensure sufficient nurses in the future. This paper investigates the links between satisfaction with nursing education and job satisfaction, and job dissatisfaction and intentions to leave a nursing job. It uses survey data from a cohort study of nursing students recruited through two Australian universities and followed after graduation and workforce entry. Structural equation modeling (SEM) was used to simultaneously estimate the impact of educational satisfaction (work preparation component) on job satisfaction and the impact of job satisfaction on the expectation of leaving the current job. Two job satisfaction sub-scales were identified: 1) work environment satisfaction and 2) work hours and wages satisfaction. Work preparation satisfaction was significantly and positively associated with both job satisfaction scales but only work environment satisfaction was significantly associated with the expectation to stay in the job; a one standard deviation increase in work environment satisfaction was associated with a 13.5 percentage point reduction in the probability of expecting to leave. The estimated effect of satisfaction with education on expecting to leave, occurring indirectly through job satisfaction, was small (reducing the probability by less than 3 percentage points for a 1 point increase in work preparation satisfaction). Participating in a graduate transition program had the largest effect, reducing the probability of expecting to leave by 26 percentage points, on average. The study results suggest policies which focus on improving satisfaction with the work environment would be more effective at retaining nurses early in their career than improvements to conditions such as work hours and wages. Investment in new graduate transition programs would potentially have the largest impact on retention. Copyright © 2015 Elsevier

Expectancy Theory as a Predictor of Grade-Point Averages, Satisfaction, and Participation in the College Environment. ASHE 1983 Annual Meeting Paper.

Science.gov (United States)

Lincoln, Yvonna S.; And Others

The ability of Vroom's expectancy motivation theory to predict student satisfaction with the college environment, student participation at school, and student academic performance was studied. Specific objectives of the study were as follows: to test the ability of Vroom's valence model to predict student satisfaction, to test the ability of…

Engineering Graduates' Skill Sets in the MENA Region: A Gap Analysis of Industry Expectations and Satisfaction

Science.gov (United States)

Ramadi, Eric; Ramadi, Serge; Nasr, Karim

2016-01-01

This study explored gaps between industry expectations and perceptions of engineering graduates' skill sets in the Middle East and North Africa (MENA) region. This study measured the importance that managers of engineers placed on 36 skills relevant to engineers. Also measured was managers' satisfaction with engineering graduates' skill sets.…

Transformational leadership in primary care: Clinicians' patterned approaches to care predict patient satisfaction and health expectations.

Science.gov (United States)

Huynh, Ho Phi; Sweeny, Kate; Miller, Tricia

2018-04-01

Clinicians face the complex challenge of motivating their patients to achieve optimal health while also ensuring their satisfaction. Inspired by transformational leadership theory, we proposed that clinicians' motivational behaviors can be organized into three patient care styles (transformational, transactional, and passive-avoidant) and that these styles differentially predict patient health outcomes. In two studies using patient-reported data and observer ratings, we found that transformational patient care style positively predicted patients' satisfaction and health expectations above and beyond transactional and passive-avoidant patient care style. These findings provide initial support for the patient care style approach and suggest novel directions for the study of clinicians' motivational behaviors.

The Nature of Stakeholder Satisfaction with Marketing Education

Science.gov (United States)

Taylor, Steven A.; Judson, Kim

2014-01-01

The current article represents a cautionary tale in continuing emerging marketization practices as the dominant form of marketing with higher education. Specifically, a review of three important emerging literature streams (i.e., quality-of-life, service-dominant logic, and stakeholder orientation) all appear to support calls for moving beyond…

The Influence of Brand Image Quality to Students’ Expectation and Satisfaction of Lecture at Politeknik Indonusa Surakarta

Directory of Open Access Journals (Sweden)

A. Anditha Sari

2018-02-01

Full Text Available An educational institution should be able to prove the quality of education. Consumers, in this case are students, need the proof of achievement, assessment, certification of quality, and the success of the alumni in getting work related to the field of knowledge. Evaluation is also needed to gain recognition from the community, as well as changes in curriculum and teaching methods that impact to better quality of the graduates. This study aims to analyze brand image influence to the expectations and satisfaction of students by taking sample 100 students from 5 study program i.e D3 Mass Communication, Hospitality, Informatics Management, Automotive, and Pharmacy by using systematic sample technique. Sample criteria that are students who have studied in semester 3 because students with the criteria should be able to evaluate their campus. The result of study indicates that brand image has significant effects to the expectation and satisfaction of the students.

Do expectancies of return to work and Job satisfaction predict actual return to work in workers with long lasting LBP?

Science.gov (United States)

Opsahl, Jon; Eriksen, Hege R; Tveito, Torill H

2016-11-17

Musculoskeletal disorders including low back pain have major individual and socioeconomic consequences as it often leads to disability and long-term sick leave and exclusion from working life. Predictors of disability and return to work often differ, and the dominant knowledge is on predictors for prolonged sick leave and disability. Therefore it is also important to identify key predictors for return to work. The aim of the study was to assess if overall job satisfaction and expectancies of return to work predicts actual return to work after 12 months, among employees with long lasting low back pain, and to assess if there were gender differences in the predictors. Data from the Cognitive interventions and nutritional supplements trial (CINS Trial) was used. Predictors for return to work were examined in 574 employees that had been on sick leave 2-10 months for low back pain, before entering the trial. Data were analysed with multiple logistic regression models stratified by gender, and adjusted for potential confounders. Regardless of gender high expectancies were a strong and significant predictor of return to work at 12 months, while high levels of job satisfaction were not a significant predictor. There were no differences in the levels of expectancies or overall job satisfaction between men and women. However, men had in general higher odds of returning to work compared with women. Among individuals with long lasting low back pain high expectancies of returning to work were strongly associated with successful return to work. We do not know what factors influence individual expectancies of return to work. Screening expectancies and giving individuals with low expectancies interventions with a goal to change expectancies of return to work, such as CBT or self-management interventions, may contribute to increase actual return to work. http://www.clinicaltrials.gov/ , with registration number NCT00463970 . The trial was registered at the 18th of April 2007.

Job satisfaction among Iranian hospital-based practicing nurses: examining the influence of self-expectation, social interaction and organisational situations.

Science.gov (United States)

Ravari, Ali; Bazargan, Mohsen; Vanaki, Zohre; Mirzaei, Tayebe

2012-05-01

The influence of self-expectation, social interaction, and organisational situation on job satisfaction among nurses is examined. Understanding determinants and correlates of job satisfaction are important factors that help to reduce the problem of nurse attrition. Utilizing the Hybrid Model of concept development, job satisfaction was examined in three phases: (1) the theoretical phase, a working definition and the dimensions of job satisfaction were established; (2) the fieldwork phase, a qualitative semi-structured interview was employed to capture participants' perceptions of the concept; and (3) the analytical phase, the experiences of nurses were evaluated using the conceptual model. The results indicate that personal beliefs, rather than social interaction or organisational situation, constitute the core of job satisfaction. Despite the variety of dissatisfaction factors rooted in social interaction and organisational situation, participants achieved the highest job satisfaction when trusting in self-value systems and the spiritual value of their job objectives. Intervention is needed to increase organisational and professional support for nurses. However, highlighting the sacred and spiritual value of the nursing profession, which is rooted in religious values and culture, provides additional reinforcement for enhancing the job satisfaction among this segment of health care providers. © 2011 Blackwell Publishing Ltd.

Expectation and satisfaction of HIV/AIDS patients toward the pharmaceutical care provided at Gondar University Referral Hospital, Northwestern Ethiopia: a cross-sectional study

Directory of Open Access Journals (Sweden)

Abebe TB

2016-10-01

Full Text Available Tamrat Befekadu Abebe,1 Daniel Asfaw Erku,2 Begashaw Melaku Gebresillassie,1 Kaleab Taye Haile,3 Abebe Basazn Mekuria4 1Department of Clinical Pharmacy, 2Department of Pharmaceutical Chemistry, 3Department of Pharmaceutics, 4Department of Pharmacology, School of Pharmacy, University of Gondar, Gondar, Ethiopia Purpose: Measurements of patient satisfaction help to assess the performance of health service provision and predict treatment adherence and outcomes. This study aimed to assess human HIV/AIDS patients’ expectation of and satisfaction with the pharmaceutical service delivered at Gondar University Referral Hospital, Ethiopia. Patients and methods: An institution-based cross-sectional study was performed from May 11 to 25, 2015. A total of 291 patients living with HIV/AIDS were included using a simple random sampling method. Data were collected using structured questionnaires measuring expectation and satisfaction of respondents using a Likert scale of 1–5 through face-to-face interviews. The data collected were entered into and analyzed using Statistical Packages for Social Sciences. Comparison was made between those respondents who lived in and outside the town. Results: The overall mean expectation and satisfaction of respondents toward pharmacy setting and services were 3.62 and 3.13, respectively. More than half (56.1% of the participants were dissatisfied with the comfort and convenience of waiting area and private counseling room. Similarly, 69.3% of the respondents claimed that pharmacy professionals did not give information about side effects and drug–drug and drug–food interactions of antiretroviral medications. There was a statistically significant difference between respondents who live in and outside Gondar town in overall expectation (t=3.415, P=0.001 with the pharmacy setting and services. Conclusion: In this study, the overall satisfaction level of respondents with pharmaceutical service (pharmacy setting and services

Corporate responses to stakeholder activism

DEFF Research Database (Denmark)

Uldam, Julie; Krause Hansen, Hans

2017-01-01

Corporations are increasingly expected to act responsibly. The purpose of this paper is to examine two types of corporate responses to these expectations: overt and covert responses. Specifically, it examines oil companies’ involvement in multi-stakeholder initiatives and sponsorships (overt...

Survivorship care plans: are randomized controlled trials assessing outcomes that are relevant to stakeholders?

Science.gov (United States)

Birken, Sarah A; Urquhart, Robin; Munoz-Plaza, Corrine; Zizzi, Alexandra R; Haines, Emily; Stover, Angela; Mayer, Deborah K; Hahn, Erin E

2018-03-23

The purpose of this study was to compare outcomes assessed in extant randomized controlled trials (RCTs) to outcomes that stakeholders expect from survivorship care plans (SCPs). To facilitate the transition from active treatment to follow-up care for the 15.5 million US cancer survivors, many organizations require SCP use. However, results of several RCTs of SCPs' effectiveness have been null, possibly because they have evaluated outcomes on which SCPs should be expected to have limited influence. Stakeholders (e.g., survivors, oncologists) may expect outcomes that differ from RCTs' outcomes. We identified RCTs' outcomes using a PubMed literature review. We identified outcomes that stakeholders expect from SCPs using semistructured interviews with stakeholders in three healthcare systems in the USA and Canada. Finally, we mapped RCTs' outcomes onto stakeholder-identified outcomes. RCT outcomes did not fully address outcomes that stakeholders expected from SCPs, and RCTs assessed outcomes that stakeholders did not expect from SCPs. RCTs often assessed outcomes only from survivors' perspectives. RCTs of SCPs' effectiveness have not assessed outcomes that stakeholders expect. To better understand SCPs' effectiveness, future RCTs should assess outcomes of SCP use that are relevant from the perspective of multiple stakeholders. SCPs' effectiveness may be optimized when used with an eye toward outcomes that stakeholders expect from SCPs. For survivors, this means using SCPs as a map to guide them with respect to what kind of follow-up care they should seek, when they should seek it, and from whom they should seek it.

Ownership and Risk Management: Shareholder versus Stakeholder Satisfaction

OpenAIRE

Aabo, Tom

2002-01-01

The relationship between ownership structure and performance has received considerable attention in the literature. This paper focuses on the relationship between ownership structure and risk management. Specifically, the paper addresses the relationship between (1) the identity and influence of the largest shareholder and (2) whether risk management decisions are made in order to satisfy shareholders in particular or stakeholders in general. Covering a sample of Danish, non-financial compani...

The Probability Model of Expectation Disconfirmation Process

Directory of Open Access Journals (Sweden)

Hui-Hsin HUANG

2015-06-01

Full Text Available This paper proposes a probability model to explore the dynamic process of customer’s satisfaction. Bases on expectation disconfirmation theory, the satisfaction is constructed with customer’s expectation before buying behavior and the perceived performance after purchase. The experiment method is designed to measure expectation disconfirmation effects and we also use the collection data to estimate the overall satisfaction and model calibration. The results show good fitness between the model and the real data. This model has application for business marketing areas in order to manage relationship satisfaction.

The Linkage Between Work Unit Performance Perceptions of U.S. Federal Employees and Their Job Satisfaction: An Expectancy Theory

Directory of Open Access Journals (Sweden)

Soyoung PARK

2018-02-01

Full Text Available Public organizations are interested in how to improve their performance. Performance in a work unit can also influence employee job satisfaction due to positive expectations based on higher performance. Thus, our study attempts to investigate if organizational performance has an impact on employee motivation under the premise that employees who perform better in a work unit expect greater professional recognition and rewards. By using data from the 2013 Federal Employee Viewpoint Survey (FEVS, we find that employees who perceive higher levels of performance in a work unit have a higher level of job satisfaction. This paper further shows that performance perception based on rewards is also positively related to job satisfaction.However, underrepresented groups (female and non-white, older employees and mid-level (work experience from 6 to 14 years employees are less satisfied with higher work unit performance. Finally, employees in the distributive agency category are more satisfied with work unit performance while those in the regulatory agency category are less satisfied with work unit performance. In conclusion, organizations should recognize particular characteristics of employees to develop the policies related to performance management, and effectively utilize these policies in order to attract and retain proficient workers.

Cupping Therapy Simulation Course; A Pilot Study Assessing Self Reporting of Confidence, Expectations/Satisfaction and Performance

OpenAIRE

Aboushanab, Tamer; Khalil, Mohammed; El-Olemy, Ahmed; Alsanad, Saud

2017-01-01

This paper aimed to assess self-reporting of confidence, expectations/satisfaction, and performance of medical students before and after the cupping therapy simulation training course and to validate cupping simulation training evaluation questionnaire (CSTEQ). It was a pilot study to evaluate cupping therapy simulation course provided by National Center for Complementary and Alternative Medicine (NCCAM).  The number of participants was 29/41 (70.7%) (20 females and 9 males) before train...

The Impact of Corporate Social Responsibility Perception on The Job Satisfaction and Organizational Commitment

OpenAIRE

Mehmet Arcan TUZCU

2014-01-01

Corporate social responsibility activities influence the stakeholders in the first place, hence the employees, one of the vital stakeholders of the organizations. Social responsibility activities can have a direct effect on the job satisfaction and organizational commitment of employees. This paper investigates the employees’ perception on corporate social responsibility, and examines the effect of this perception on organizational commitment and job satisfaction. Hence, the individual factor...

A randomized trial of written emotional disclosure interventions in school teachers: controlling for positive expectancies and effects on health and job satisfaction.

Science.gov (United States)

Ashley, Laura; O'Connor, Daryl B; Jones, Fiona

2013-01-01

Writing expressively about distressing experiences has been found to have beneficial health effects. This study examined the effects of written emotional disclosure (WED) interventions on the self-reported health and job satisfaction of school teachers, and compared standard WED instructions with two commonly used more prescriptive variants. The study also controlled and measured the between-condition comparability of participants' post-writing benefit expectations. Teachers (final N = 77) were randomized to a control writing condition or one of three WED conditions that varied the number and/or type of experiences participants wrote about. All teachers wrote for 20 min on three consecutive days at home. Psychological health, physical health, and job satisfaction were assessed at baseline, two weeks, two months, and six months post-intervention. Participants' expectations of benefit following writing were equivalent across conditions. There was no significant effect of any of the three WED interventions, compared to control writing, on psychological or physical health or job satisfaction. There was, however, a significant and sizeable improvement in physical health across writing conditions from baseline to two-month follow-up, and this was maintained at six months. The findings show that control writing can produce comparable expectations of benefit to WED, and are consistent with the possibility that benefit expectancies can effect health improvements following disclosure or control writing. Most previous studies have examined WED with students or patient groups, and the findings also raise an important question about the feasibility of multi-session writing interventions for mid-life working samples. Further studies with occupational groups are warranted, as is further investigation into the role of positive expectancies in WED effects.

The Impacts of Tourism Development on Stakeholders\\' Quality of Life (QOL): A comparison between community residents and employed residents in the hospitality and tourism industry

OpenAIRE

Woo, Eunju

2013-01-01

The primary goal of this dissertation is to determine the relationship between the effects of tourism and stakeholders\\' quality of life. Specifically, the research investigates stakeholders\\' perception of the impact of tourism on their life domains, their satisfaction with life domains, and their overall life satisfaction. The relationships among these three components are examined. Depending on the types of stakeholders, their perceptions of and attitudes toward the impact of tourism and q...

Evaluation Of International Tourist Satisfaction In Weh Island Indonesia Using HOLSAT Model

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Dr. Syafruddin Chan

2015-08-01

Full Text Available The purpose of this research is to examine international tourist satisfaction in marine tourism especially diving and snorkeling in Weh Island Indonesia using Holsat Model. The data for this study come from survey in the field by using questioners and interview not only to tourists but also to other stakeholder such hotel owner government officials international NGO officers and other related parties. 200 Respondents were drawn from four 4 locations most tourists concentrated in Iboih Sumur Tiga Kota and Gapang by using stratified random sampling. The data was tabulated and processed by using Holsat Model that was developed by Tribe and Snaith 1998 as a research instrument for measuring holiday satisfaction. The international travelers were not really satisfied when visited Weh Island. This was because most of the attributes used to measure their satisfaction were still below their expectation. Thus this finding is important for service providers like restaurants travel agents hotels and tourist information centers in Weh Island to improve all the poor indicators rated by tourists. Furthermore the findings demonstrate the usefulness of the HOLSAT model in three aspects First this study identifies tourists sense of satisfaction or dissatisfaction in terms of the various attributes of Weh Island as a holiday destination. Second this study provides insights on how Weh Island is perceived as a holiday destination by international tourists. Third this study provide a better approach to understanding of tourist behavior while they are visiting Weh Island Based on the results of the comparison between expectations and experiences.

Stakeholder involvement in CSR strategy-making?

DEFF Research Database (Denmark)

Trapp, Leila

2014-01-01

A given characteristic of successful corporate social responsibility (CSR) programs is that they reflect stakeholder expectations and preferences for corporate behavior. This study examines the process by which this alignment is sought by CSR managers in the CSR strategy-making process. Through...... listening to others in the strategy-making process rather than directly involving others in decision-making. Also, because non-stakeholders, such as paid-for consultants, are found to be note-worthy influencers in the CSR strategy-making process, it is concluded that the process is not only a stakeholder...

Childbirth expectations and correlates at the final stage of pregnancy in Chinese expectant parents

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Xian Zhang

2014-06-01

Conclusion: This study adds to understanding of the childbirth expectations of Chinese expectant parents. It is suggested that maternity healthcare providers pay close attention to the childbirth expectations of expectant parents, and improve the nursing care service to promote positive childbirth experiences and satisfaction of expectant parents.

Measuring satisfaction with public services

OpenAIRE

Senior, Nicki

2011-01-01

This study used the 'delivery paradox' (Blaug et al. 2006, p.6) as a catalyst to examine customer satisfaction with the public services. The 'delivery paradox' exists where the rise in the level of delivery improvements does not elicit a corresponding rise in public satisfaction with services (ibid). Expectancy Disconfirmation Theory underpins the measurement of customer satisfaction. However, a review of the literature by MORl (2002) concluded that whilst expectations are known to be shaped ...

Competitive Success in Responsible Regional Ecosystems: An Empirical Approach in Spain Focused on the Firms’ Relationship with Stakeholders

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M. Isabel Sánchez-Hernández

2017-03-01

Full Text Available Nowadays, any business manager is concerned about sustainability issues and is wondering how to implement social and environmental practices creating economic and social value at the same time. The implementation of social responsibility programs is justified by the benefits that result from a good relationship of the firm with key stakeholders. The present research investigates the links among firms’ relationship with stakeholders, firms’ champion behavior, stakeholders’ satisfaction and firms’ competitive success in regional contexts where social responsibility is promoted. Using the resource-based theory and the concept of shared value, a conceptual model is proposed in which a strong firm relationship with stakeholders will cause the stakeholder’ satisfaction and will help the firm to become a champion in the market, contributing to improved competitiveness. This empirical analysis was based on survey data through partial least squares structural equation modeling (PLS-SEM from 130 Spanish firms in the Region of Extremadura. Participants were firm managers in regional clusters involved in the social responsibility journey promoted by the local government. The results suggest that a good relationship of the frim with stakeholders directly and positively influences firm competitive success, and also, it is enhanced by improvements in stakeholders’ satisfaction and firm champion behavior.

STAKEHOLDERS’ OPINIONS AND EXPECTATIONS OF THE GLOBAL FUND AND THEIR POTENTIAL ECONOMIC IMPLICATIONS

Science.gov (United States)

Galárraga, Omar; Bertozzi, Stefano M.

2009-01-01

Objective To analyze stakeholder opinions and expectations of the Global Fund to Fight AIDS, Tuberculosis, and Malaria, and to discuss their potential economic and financial implications. Design The Global Fund commissioned an independent study, the “360° Stakeholder Assessment,” to canvas feedback on the organization’s reputation and performance with an on-line survey of 909 respondents representing major stakeholders worldwide. We created a proxy for expectations based on categorical responses for specific Global Fund attributes’ importance to the stakeholders, and current perceived performance. Methods Using multivariate regression, we analyzed 23 unfulfilled expectations related to: resource mobilization; impact measurement; harmonization and inclusion; effectiveness of the Global Fund partner environment; and portfolio characteristics. The independent variables are personal- and regional-level characteristics that affect expectations. Results The largest unfulfilled expectations relate to: mobilization of private sector resources; efficiency in disbursing funds; and assurance that people affected by the three diseases are reached. Stakeholders involved with the Fund through the Country Coordinating Mechanisms, those working in multilateral organizations, and persons living with HIV are more likely to have unfulfilled expectations. In contrast, higher levels of involvement with the Fund correlate with fulfilled expectations. Stakeholders living in sub-Saharan Africa were less likely to have their expectations met. Conclusions Stakeholders unfulfilled expectations result largely from factors external to them, but also from factors over which they have influence. In particular, attributes related to partnership score poorly even though stakeholders have influence in that area. Joint efforts to address perceived performance gaps may improve future performance, and positively influence investment levels and economic viability. PMID:18664957

THE RELATIONSHIP OF COMPANY PERFORMANCE WITH EXTERNAL STAKEHOLDER SATISFACTION (STUDY AT INDUSTRIAL METAL PROCESSING COMPANY IN SULAWESI)

OpenAIRE

Amar, Muh Yunus

2011-01-01

Attainment of company performance relates to participation of its external stakeholder. External stakeholder here defined as the group which having importance with company and cannot be controlled by company management. Existence of external stakeholder becomes of vital importance and influential to performance and continuity of company life (Kasali, 1990). Therefore, management of the company needs to paying attention more to the importance of the external stakeholder. External stakeholders ...

Perspectives of Stakeholders on Implementing a Farm-to-University Program at an HBCU.

Science.gov (United States)

Vilme, Helene; López, Ivette A; Walters, Lurleen; Suther, Sandra; Brown, C Perry; Dutton, Matthew; Barber, Janet

2015-07-01

To explore the perspectives of various stakeholders on whether an HBCU has the resources to establish a farm-to-university program that can improve fruits and vegetables intake among African American students. Additionally, this study assessed students' satisfaction with fruits and vegetables served in University dining halls, and their desire for changes in policies to increase local fruits and vegetables access on campus. This study employed a mixed method data collection strategy. Semi-structured interviews were used to explore the stakeholders' perspectives and self-administered questionnaires were used to assess students' satisfaction with fruits and vegetables and desire for policy changes. Barriers reported by both food service administrators and farmers were cost and variation in supply and demand. Students expressed lack of satisfaction with fresh produce served in campus dining halls and a desire for change in policies to increase local fruits and vegetables access on campus. While there is student desire for improved access to fresh produce on campus, there are perceived barriers to overcome. University partnerships are needed to address the desired nutritional improvements.

Expectancy Theory Modeling

Science.gov (United States)

1982-08-01

accomplish the task, (2) the instrumentality of task performance for job outcomes, and (3) the instrumentality of outcomes for need satisfaction . We...in this discussion: effort, performance , outcomes, and needs. In order to present briefly the conventional approach to the Vroom models, another...Presumably, this is the final event in the sequence of effort, performance , outcome, and need satisfaction . The actual research reported in expectancy

CUSTOMER SATISFACTION AS AN INDICATOR OF SERVICE QUALITY IN TOURISM AND HOSPITALITY

OpenAIRE

Ana Stranjancevic; Iva Bulatovic

2015-01-01

One of the greatest challenges for stakeholders is to ensure customer satisfaction, especially in service industries such as tourism and hospitality. The aim of this paper is to show that restaurant guest satisfaction depends on numerous factors as well as to show the connection between satisfaction and loyalty. Customer satisfaction and loyalty are excellent indicators of service quality. For the purpose of this paper, empirical survey was conducted and the results of the research were analy...

Referral expectations of radiology

International Nuclear Information System (INIS)

Smith, W.L.; Altmaier, E.; Berberoglu, L.; Morris, K.

1989-01-01

The expectation of the referring physician are key to developing a successful practice in radiology. Structured interviews with 17 clinicians in both community care and academic practice documented that accuracy of the radiologic report was the single most important factor in clinician satisfaction. Data intercorrelation showed that accuracy of report correlated with frequency of referral (r = .49). Overall satisfaction of the referring physician with radiology correlated with accuracy (r = .69), patient satisfaction (r = .36), and efficiency in archiving (r = .42). These data may be weighted by departmental managers to allocate resources for improving referring physician satisfaction

Survey of customer expectation and satisfaction: preliminary research of a modular product design approach for sheep cage design

Directory of Open Access Journals (Sweden)

Rochman Yuli Agusti

2018-01-01

Full Text Available This study aims to produce a modular sheep cage design. Feeding, maintenance and integrated waste management are taking into account in the design. The modular and integrated product design provides advantages such as (1 easy way of making and modifying the product, (2 enabling the utilization of existing facilities such as shade, (3 giving the user a sense of convenience as the waste can be processed and not being a source of pollution. The Modular Quality Function Deployment (QFD method is applied to identify modules associated with the customer needs of the product. A survey about customer expectation and satisfaction was conducted in order to evaluate the gap of both. The highest value of gap between customer expectation and satisfaction of products indicates that the customer needs are the focus of the problems. The most important customer needs are considered in modification and improvement of design. These are (1 the cage is not easy to fall down, (2 the sheep cage can last for long time, (3 it uses a strong frame, (4 the roof section materials is not easy to leak, and (5 It can be used even if one part of the cage is damaged.

Stakeholder approach for evaluating organizational change projects.

Science.gov (United States)

Peltokorpi, Antti; Alho, Antti; Kujala, Jaakko; Aitamurto, Johanna; Parvinen, Petri

2008-01-01

This paper aims to create a model for evaluating organizational change initiatives from a stakeholder resistance viewpoint. The paper presents a model to evaluate change projects and their expected benefits. Factors affecting the challenge to implement change were defined based on stakeholder theory literature. The authors test the model's practical validity for screening change initiatives to improve operating room productivity. Change initiatives can be evaluated using six factors: the effect of the planned intervention on stakeholders' actions and position; stakeholders' capability to influence the project's implementation; motivation to participate; capability to change; change complexity; and management capability. The presented model's generalizability should be explored by filtering presented factors through a larger number of historical cases operating in different healthcare contexts. The link between stakeholders, the change challenge and the outcomes of change projects needs to be empirically tested. The proposed model can be used to prioritize change projects, manage stakeholder resistance and establish a better organizational and professional competence for managing healthcare organization change projects. New insights into existing stakeholder-related understanding of change project successes are provided.

[Hospital biomedical research through the satisfaction of a Health Research Institute professionals].

Science.gov (United States)

Olmedo, C; Plá, R; Bellón, J M; Bardinet, T; Buño, I; Bañares, R

2015-01-01

A Health Research Institute is a powerful strategic commitment to promote biomedical research in hospitals. To assess user satisfaction is an essential quality requirement. The aim of this study is to evaluate the professional satisfaction in a Health Research Institute, a hospital biomedical research centre par excellence. Observational study was conducted using a satisfaction questionnaire on Health Research Institute researchers. The explored dimensions were derived from the services offered by the Institute to researchers, and are structured around 4 axes of a five-year Strategic Plan. A descriptive and analytical study was performed depending on adjustment variables. Internal consistency was also calculated. The questionnaire was completed by 108 researchers (15% response). The most valued strategic aspect was the structuring Areas and Research Groups and political communication and dissemination. The overall rating was 7.25 out of 10. Suggestions for improvement refer to the need for help in recruitment, and research infrastructures. High internal consistency was found in the questionnaire (Cronbach alpha of 0.9). So far research policies in health and biomedical environment have not been sufficiently evaluated by professionals in our field. Systematic evaluations of satisfaction and expectations of key stakeholders is an essential tool for analysis, participation in continuous improvement and advancing excellence in health research. Copyright © 2015 SECA. Published by Elsevier Espana. All rights reserved.

Ownership and Risk Management: Shareholder versus Stakeholder Satisfaction

DEFF Research Database (Denmark)

Aabo, Tom

2002-01-01

The relationship between ownership structure and performance has received considerable attention in the literature. This paper focuses on the relationship between ownership structure and risk management. Specifically, the paper addresses the relationship between (1) the identity and influence...... of the largest shareholder and (2) whether risk management decisions are made in order to satisfy shareholders in particular or stakeholders in general. Covering a sample of Danish, non-financial companies a statistically significant, negative relationship is found between personal ownership and the likelihood...... that the aim of risk management is to satisfy shareholders in particular. No significant relationship is found for foundation-owned companies. Furthermore, a positive relationship is found between the size of the company and the tendency to satisfy shareholders in particular. The finding in relation...

STAKEHOLDER LINKAGES FOR SUSTAINABLE LAND ...

African Journals Online (AJOL)

Osondu

Key words: Stakeholders; farmer-expert linkages; resource management; Ethiopia. Introduction ... decentralized democratic decision making processes and thus ..... district offices within the given time limits. They were often .... -less willing and less ready to hearing weaker performance reports (expect more success with ...

Multicriteria mapping of stakeholder preferences in regulating nanotechnology

International Nuclear Information System (INIS)

Hansen, Steffen Foss

2010-01-01

In order to facilitate stakeholder discussions on how to regulate nanotechnology, the opensource program multicriteria mapping (MCM) was used to structure 26 interviews with stakeholders in the USA. MCM offers a systematic part quantitative, part qualitative approach to clarify why some regulatory options (bans, moratoriums, voluntary measures, etc.) were deemed to be acceptable/unacceptable by various stakeholders and which criteria stakeholders used to evaluate the different regulatory options. Adopting an incremental approach and implementing a new regulatory framework was evaluated as the best options whereas a complete ban and no additional regulation of nanotechnology were found to be the least favorable. Criteria applied differed substantially among stakeholders and included social, ethical, regulatory, environmental, and health issues. Opinions on future regulation seem far less polarized than expected and it seems that stakeholders would welcome a combination of voluntary measures, an incremental approach and forming of a new regulatory framework.

Multicriteria mapping of stakeholder preferences in regulating nanotechnology

Science.gov (United States)

Hansen, Steffen Foss

2010-08-01

In order to facilitate stakeholder discussions on how to regulate nanotechnology, the opensource program multicriteria mapping (MCM) was used to structure 26 interviews with stakeholders in the USA. MCM offers a systematic part quantitative, part qualitative approach to clarify why some regulatory options (bans, moratoriums, voluntary measures, etc.) were deemed to be acceptable/unacceptable by various stakeholders and which criteria stakeholders used to evaluate the different regulatory options. Adopting an incremental approach and implementing a new regulatory framework was evaluated as the best options whereas a complete ban and no additional regulation of nanotechnology were found to be the least favorable. Criteria applied differed substantially among stakeholders and included social, ethical, regulatory, environmental, and health issues. Opinions on future regulation seem far less polarized than expected and it seems that stakeholders would welcome a combination of voluntary measures, an incremental approach and forming of a new regulatory framework.

Workplace-based assessment for general practitioners: using stakeholder perception to aid blueprinting of an assessment battery.

Science.gov (United States)

Murphy, Douglas J; Bruce, David; Eva, Kevin W

2008-01-01

The implementation of an assessment system may be facilitated by stakeholder agreement that appropriate qualities are being tested. This study investigated the extent to which stakeholders perceived 8 assessment formats (multiple-choice questions, objective structured clinical examination, video, significant event analysis, criterion audit, multi-source feedback, case analysis and patient satisfaction questionnaire) as able to assess varying qualities of doctors training in UK general practice. Educationalists, general practice trainers and registrars completed a blueprinting style of exercise to rate the extent to which each evaluation format was perceived to assess each of 8 competencies derived primarily from the General Medical Council document 'Good Medical Practice'. There were high levels of agreement among stakeholders regarding the perceived qualities tested by the proposed formats (G = 0.82-0.93). Differences were found in participants' perceptions of how well qualities were able to be assessed and in the ability of the respective formats to test each quality. Multi-source feedback (MSF) was expected to assess a wide range of qualities, whereas Probity, Health and Ability to work with colleagues were limited in terms of how well they could be tested by the proposed formats. Awareness of the perceptions of stakeholders should facilitate the development and implementation of workplace-based assessment (WPBA) systems. These data shed light on the acceptability of various formats in a way that will inform further investigation of WPBA formats' validity and feasibility, while also providing evidence on which to base educational efforts regarding the value of each format.

Teaching implementation science in a new Master of Science Program in Germany: a survey of stakeholder expectations.

Science.gov (United States)

Ullrich, Charlotte; Mahler, Cornelia; Forstner, Johanna; Szecsenyi, Joachim; Wensing, Michel

2017-04-27

Implementation science in healthcare is an evolving discipline in German-speaking countries. In 2015, the Medical Faculty of the University of Heidelberg, Germany, implemented a two-year full-time Master of Science program Health Services Research and Implementation Science. The curriculum introduces implementation science in the context of a broader program that also covers health services research, healthcare systems, research methods, and generic academic skills. Our aim was to assess the expectations of different stakeholder groups regarding the master's program. An online survey listing desired competencies of prospective graduates was developed and administered to four groups: national experts in the field (including potential employers of graduates), teaching staff, enrolled students, and prospective students (N = 169). Competencies were extracted from the curriculum's module handbook. A five-point Likert scale was used for the assessment of 42 specific items. Data were analyzed descriptively. A total of 83 people participated in the survey (response rate 49%). The online survey showed a strong agreement across the groups concerning the desired competencies of graduates. About two-thirds of the listed competencies (27 items) were felt to be crucial or very important by 80% or more of participants, with little difference between stakeholder groups. Of the eight items specifically related to implementation in practice, six were in this category. Knowledge of implementation strategies (90% very important), knowledge of barriers and enablers of implementation (89%), and knowledge of evidence-based practice (89%) were the top priorities. The master's program is largely orientated towards the desired competencies of graduates according to students, teaching staff, and national experts.

A Smart Telecare System at Digital Home: Perceived Usefulness, Satisfaction, and Expectations for Healthcare Professionals

Directory of Open Access Journals (Sweden)

Laura Vadillo

2017-01-01

Full Text Available Sensors, combined with intelligent systems, can enhance the quality of the Telecare services deployed at home, improving the capability for detection of risk situations and the users care. However, there are no specific studies that evaluate this kind of Telecare systems by professionals that work in a Telecare center. This paper shows the results of an assessment of the current satisfaction and future expectations of the Telecare professionals when using advanced Telecare solutions deployed at home. The study has been conducted through structured interviews with 24 Telecare experts working in the Telecare center of the Spanish Red Cross for attending alarm calls for elderly people. The interviews had the support of the TALISMAN Telecare system that is a next-generation Telecare service deployed in the accessible digital home of Universidad Politécnica de Madrid. All participants showed overall satisfaction with TALISMAN and their intention to use it. Results showed that perceived usefulness is an important influencing factor to the intention to use it and the Quality of the Information is a key factor in the perceived usefulness. TALISMAN, as an example of a next-generation Telecare system, is seen as a tool with high potential for improving the care of elderly people at home.

Part A: An Exploration of Stakeholder Engagement in Social Enterprise

OpenAIRE

Carroll, Roopam

2008-01-01

This report sets out to explore stakeholder engagement as currently practised in social enterprises in Nottingham City. The literature displays confusion about many of the characteristics of social enterprise, but there is overwhelming consensus that social enterprises are built on stakeholder engagement. Given the debate about definitions of and this expectation of stakeholder involvement in Social Enterprise, this report addresses the following questions in the context of three social e...

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.

A comparative study of expectant parents ' childbirth expectations.

Science.gov (United States)

Kao, Bi-Chin; Gau, Meei-Ling; Wu, Shian-Feng; Kuo, Bih-Jaw; Lee, Tsorng-Yeh

2004-09-01

The purpose of this study was to understand childbirth expectations and differences in childbirth expectations among expectant parents. For convenience sampling, 200 couples willing to participate in this study were chosen from two hospitals in central Taiwan. Inclusion criteria were at least 36 weeks of gestation, aged 18 and above, no prenatal complications, and willing to consent to participate in this study. Instruments used to collect data included basic demographic data and the Childbirth Expectations Questionnaire. Findings of the study revealed that (1) five factors were identified by expectant parents regarding childbirth expectations including the caregiving environment, expectation of labor pain, spousal support, control and participation, and medical and nursing support; (2) no general differences were identified in the childbirth expectations between expectant fathers and expectant mothers; and (3) expectant fathers with a higher socioeconomic status and who had received prenatal (childbirth) education had higher childbirth expectations, whereas mothers displayed no differences in demographic characteristics. The study results may help clinical healthcare providers better understand differences in expectations during labor and birth and childbirth expectations by expectant parents in order to improve the medical and nursing system and promote positive childbirth experiences and satisfaction for expectant parents.

Model construction of nursing service satisfaction in hospitalized tumor patients.

Science.gov (United States)

Chen, Yongyi; Liu, Jingshi; Xiao, Shuiyuan; Liu, Xiangyu; Tang, Xinhui; Zhou, Yujuan

2014-01-01

This study aims to construct a satisfaction model on nursing service in hospitalized tumor patients. Using questionnaires, data about hospitalized tumor patients' expectation, quality perception and satisfaction of hospital nursing service were obtained. A satisfaction model of nursing service in hospitalized tumor patients was established through empirical study and by structural equation method. This model was suitable for tumor specialized hospital, with reliability and validity. Patient satisfaction was significantly affected by quality perception and patient expectation. Patient satisfaction and patient loyalty was also affected by disease pressure. Hospital brand was positively correlated with patient satisfaction and patient loyalty, negatively correlated with patient complaint. Patient satisfaction was positively correlated with patient loyalty, patient complaints, and quality perception, and negatively correlated with disease pressure and patient expectation. The satisfaction model on nursing service in hospitalized tumor patients fits well. By this model, the quality of hospital nursing care may be improved.

From Customer to Stakeholder Management: Quality Managers perceptions of Sustainability and Social Responsibility concepts, motivations and impacts

OpenAIRE

Fonseca, Luis

2013-01-01

57Th EOQ Congress, Quality Renaissance - Co-creating a Viable Future" The research proves that under certain conditions: The economic, environmental and social dimensions are key to organizational sustainable success; Stakeholder satisfaction is significantly higher when a Social Responsibility program is present and it is relevant for the organizational sustainable success and competitive position, as suggested by Freeman (1984) Stakeholder Theory and in line with ISO...

Intelligence, Education, and Facets of Job Satisfaction.

Science.gov (United States)

Ganzach, Yoav

2003-01-01

Analysis of two sets of National Longitudinal Survey data found that intelligence had a strong negative effect on intrinsic satisfaction, little effect on pay satisfaction, and positive association with desired job complexity, not expected pay. Education had a strong negative effect on pay satisfaction, little effect on intrinsic satisfaction, and…

Surgical inpatient satisfaction: what are the real drivers?

Science.gov (United States)

Danforth, Rachel M; Pitt, Henry A; Flanagan, Mindy E; Brewster, Benjamin D; Brand, Elizabeth W; Frankel, Richard M

2014-08-01

Inpatient satisfaction is a key element of hospital pay-for-performance programs. Communication and pain management are known to influence results, but additional factors may affect satisfaction scores. We tested the hypothesis that patient factors and outcome parameters not considered previously are clinically important drivers of inpatient satisfaction. Medical records were reviewed for 1,340 surgical patients who returned nationally standardized inpatient satisfaction questionnaires. These patients were managed by 41 surgeons in seven specialties at two academic medical centers. Thirty-two parameters based on the patient, surgeon, outcomes, and survey were measured. Univariate and multivariable analyses were performed. Inpatients rated their overall experience favorably 75.7% of the time. Less-satisfied patients were more likely to be female, younger, less ill, taking outpatient narcotics, and admitted via the emergency department (all P expectations of patients with cancer, and postoperative complications are important and clinically relevant drivers of surgical inpatient satisfaction. Programs to manage expectations of cancer patient expectations and decrease postoperative morbidity should improve surgical inpatient satisfaction. Further efforts to risk-adjust patient satisfaction scores should be undertaken. Copyright © 2014 Mosby, Inc. All rights reserved.

Shareholder, stakeholder-owner or broad stakeholder maximization

DEFF Research Database (Denmark)

Mygind, Niels

2004-01-01

With reference to the discussion about shareholder versus stakeholder maximization it is argued that the normal type of maximization is in fact stakeholder-owner maxi-mization. This means maximization of the sum of the value of the shares and stake-holder benefits belonging to the dominating...... including the shareholders of a company. Although it may be the ultimate goal for Corporate Social Responsibility to achieve this kind of maximization, broad stakeholder maximization is quite difficult to give a precise definition. There is no one-dimensional measure to add different stakeholder benefits...... not traded on the mar-ket, and therefore there is no possibility for practical application. Broad stakeholder maximization instead in practical applications becomes satisfying certain stakeholder demands, so that the practical application will be stakeholder-owner maximization un-der constraints defined...

Perspectives on User Satisfaction Surveys.

Science.gov (United States)

Cullen, Rowena

2001-01-01

Discusses academic libraries, digital environments, increasing competition, the relationship between service quality and user satisfaction, and user surveys. Describes the SERVQUAL model that measures service quality and user satisfaction in academic libraries; considers gaps between user expectations and managers' perceptions of user…

Key Challenges to the introduction of hydrogen - European stakeholder views

International Nuclear Information System (INIS)

Seymour, E. Hugo; Murray, Luke; Fernandes, Rei

2008-01-01

Recent hydrogen policy initiatives focus on fostering the market introduction of hydrogen technologies. These initiatives include hydrogen roadmapping projects. Stakeholder involvement in strategic planning is of key importance to the successful implementation of the strategy. Thus, the views of the stakeholder group involved in the European roadmapping project HyWays are pertinent to the introduction of hydrogen in Europe. A qualitative assessment using the Key Changes and Actor Mapping (KCAM) methodology showed that on average stakeholders expect hydrogen systems to begin to be introduced over the next 15 years. Hydrogen production is expected to be based initially on steam methane reforming of natural gas and onsite electrolysis using wind power, and any hydrogen transport is likely to be by truck. The major challenges envisaged are to do with carbon capture and storage, high-temperature hydrogen production technologies and hydrogen pipeline development. (author)

A customer satisfaction model for a utility service industry

Science.gov (United States)

Jamil, Jastini Mohd; Nawawi, Mohd Kamal Mohd; Ramli, Razamin

2016-08-01

This paper explores the effect of Image, Customer Expectation, Perceived Quality and Perceived Value on Customer Satisfaction, and to investigate the effect of Image and Customer Satisfaction on Customer Loyalty of mobile phone provider in Malaysia. The result of this research is based on data gathered online from international students in one of the public university in Malaysia. Partial Least Squares Structural Equation Modeling (PLS-SEM) has been used to analyze the data that have been collected from the international students' perceptions. The results found that Image and Perceived Quality have significant impact on Customer Satisfaction. Image and Customer Satisfaction ware also found to have significantly related to Customer Loyalty. However, no significant impact has been found between Customer Expectation with Customer Satisfaction, Perceived Value with Customer Satisfaction, and Customer Expectation with Perceived Value. We hope that the findings may assist the mobile phone provider in production and promotion of their services.

Collaborative learning framework for online stakeholder engagement.

Science.gov (United States)

Khodyakov, Dmitry; Savitsky, Terrance D; Dalal, Siddhartha

2016-08-01

Public and stakeholder engagement can improve the quality of both research and policy decision making. However, such engagement poses significant methodological challenges in terms of collecting and analysing input from large, diverse groups. To explain how online approaches can facilitate iterative stakeholder engagement, to describe how input from large and diverse stakeholder groups can be analysed and to propose a collaborative learning framework (CLF) to interpret stakeholder engagement results. We use 'A National Conversation on Reducing the Burden of Suicide in the United States' as a case study of online stakeholder engagement and employ a Bayesian data modelling approach to develop a CLF. Our data modelling results identified six distinct stakeholder clusters that varied in the degree of individual articulation and group agreement and exhibited one of the three learning styles: learning towards consensus, learning by contrast and groupthink. Learning by contrast was the most common, or dominant, learning style in this study. Study results were used to develop a CLF, which helps explore multitude of stakeholder perspectives; identifies clusters of participants with similar shifts in beliefs; offers an empirically derived indicator of engagement quality; and helps determine the dominant learning style. The ability to detect learning by contrast helps illustrate differences in stakeholder perspectives, which may help policymakers, including Patient-Centered Outcomes Research Institute, make better decisions by soliciting and incorporating input from patients, caregivers, health-care providers and researchers. Study results have important implications for soliciting and incorporating input from stakeholders with different interests and perspectives. © 2015 The Authors. Health Expectations Published by John Wiley & Sons Ltd.

IMPLEMENTASI RELATIONSHIP MARKETING UNTUK MENCIPTAKAN CUSTOMER SATISFACTION

Directory of Open Access Journals (Sweden)

Dinda Frismandiri

2008-02-01

Full Text Available Penelitian ini bertujuan menguji dampak relationship marketing inputs melalui understanding customer expectation, building service partnership, total quality management, dan empowering employees terhadap customer satisfaction. Penelitian dilakukan pada nasabah Bank Central Asia Cabang Malang. Sampel diambil dengan metode accidental sampling, dengan jumlah sampel sebanyak 100 nasabah. Metode analisis menggunakan Regresi Berganda. Hasil analisis menunjukkan bahwa understanding customer expectation, building service partnership, total quality management, dan empowering employees teruji mampu menciptakan customer satisfaction nasabah. Di antara variabel relationship marketing inputs ternyata building service partnership memberikan dampak yang paling besar dalam menciptakan customer satisfaction nasabah.

Measuring customer satisfaction: Evidence from digital library

Directory of Open Access Journals (Sweden)

Zahra Jafarzadeh Kermani

2015-05-01

Full Text Available This paper presents an empirical investigation on user’s satisfaction based on the expectation disconfirmation paradigm theory. The study selects a sample of 332 people from 2449 graduate students who were enrolled at the Birjand University. The study uses a questionnaire developed by Isac and Rusu (2014 [Isac, F. L., & Rusu, S. (2014. Theories of user’s satisfaction and the operationalization of the expectation disconfirmation paradigm. Economic series, university of Targu, 2 (1, 82-88.]. Using path analysis, the study has determined that perceived usefulness and personal experience had the highest impact on users’ satisfaction in electronic library usage. In addition, there was a negative relationship between user interface and users’ satisfaction.

Stakeholders in support systems for self-care for chronic illness: the gap between expectations and reality regarding their identity, roles and relationships.

Science.gov (United States)

Pumar-Méndez, María J; Mujika, Agurtzane; Regaira, Elena; Vassilev, Ivaylo; Portillo, Mari Carmen; Foss, Christina; Todorova, Elka; Roukova, Poli; Ruud Knutsen, Ingrid A; Serrano, Manuel; Lionis, Christos; Wensing, Michel; Rogers, Anne

2017-06-01

The spread of self-care holds the promise of containing chronic illness burden. Falling within the framework of a FP7 collaborative research project, this paper reports the views of key informants from six countries regarding who the main stakeholders are at different levels in the support system for self-care for patients with chronic illness (SSSC) and how they accomplish their role and collaborate. 90 Interviews with purposefully selected key informants from Bulgaria, Greece, the Netherlands, Norway, Spain and United Kingdom were conducted. Interviews involved government and local authorities, politicians, academics, health professionals and private sector representatives. Interviewers followed an expert opinion-based guide. Analysis involved a cross-country examination with thematic analysis and framework method techniques. Key informants described the ideal SSSC as inclusive, interdependent and patient-centred. The following main stakeholders in SSSC were identified: patients, governments, health-care professionals, associations, private companies and the media. In the current SSSCs, collaboration among stakeholders within and across different levels was said to be lacking. Patients were seen as playing a passive subordinate role based on the following: their own attitudes; the paternalistic and medicalized attitudes of the health-care professionals; their misrepresentation by patient associations; and their exposure to the damaging influences of media and industries. Making SSSC patient-centred constitutes the greatest challenge for European authorities. Strategies must be revised for promoting patient participation. They should undergo changes so as to promote industry and media social responsibility and patient association advocacy capacity. © 2016 The Authors. Health Expectations Published by John Wiley & Sons Ltd.

Shareholder, stakeholder-owner or broad stakeholder maximization

OpenAIRE

Mygind, Niels

2004-01-01

With reference to the discussion about shareholder versus stakeholder maximization it is argued that the normal type of maximization is in fact stakeholder-owner maxi-mization. This means maximization of the sum of the value of the shares and stake-holder benefits belonging to the dominating stakeholder-owner. Maximization of shareholder value is a special case of owner-maximization, and only under quite re-strictive assumptions shareholder maximization is larger or equal to stakeholder-owner...

The Effect of Customer Satisfaction on Word of Mouth Communication

OpenAIRE

Houshang Taghizadeh; Mohammad Javad Taghipourian; Amir Khazaei

2013-01-01

Today, customer satisfaction is an important issue for organizations. Being a winner or loser is based on the percentage of customers that they have retained. This is why many scholars and researchers have continually stressed the importance of customer satisfaction. On the other hand, customer is one of the most important stakeholders in any organization because, without the customer, the organization probably will not succeed. So a customer behavioral intentions and responses, is one of the...

Stakeholder analysis in the management of irrigation in Kampili area

Science.gov (United States)

Jumiati; Ali, M. S. S.; Fahmid, I. M.; Mahyuddin

2018-05-01

Irrigation has appreciable contribution in building food security, particularly rice crops. This study aims to analyze the role of stakeholders involved in distributing of irrigation water. The study was conducted in the Kampili Irrigation Area in South Sulawesi Province Indonesia, the data were obtained through observation and interviews with stakeholders involved, and analysed by stakeholder analysis, based on the interests and power held by the actors. This analysis is intended to provide an optimal picture of the expected role of each stakeholder in the management of irrigation resources. The results show that there were many stakeholders involved in irrigation management. In the arrangement of irrigation distribution there was overlapping authority of the stakeholders to its management, every stakeholder had different interests and power between each other. The existence have given positive and negative values in distributing irrigation water management, then in the stakeholder collaboration there was contestation between them. This contestation took place between the agriculture department, PSDA province, the Jeneberang River Region Hall, the Farmers Group and the P3A.

Partners expectations about the parenting role at the time of pregnancy

Directory of Open Access Journals (Sweden)

Katja Guštin

2009-07-01

Full Text Available The aim of our study was to explore what pregnant couples expect of their parenting role and how their expectations are related to partnership satisfaction. In accordance with the snowball effect principle and in cooperation with the School for Parents in Ljubljana, we included 90 couples, who were expecting a child, into our study. They filled out Survey concerning their expectations about parenting roles, where they evaluated how often they and their partners would be carrying out a given action in the first three years after the birth of the child and Relationship Satisfaction Survey (Gaultiere, 1995. We have established that men and women expect higher participation in the parenting role for mothers. It seems that women are taking over a part of the male parenting roles. Research results shows that higher relationship satisfaction is positively associated with stronger division of parenting tasks between the partners. We are assuming that men are the least active at routine chores in connection with their child, therefore their higher participation or equal participation of both partners has positive influence on partnership satisfaction.

The Mediation Effect of Trusting Beliefs on The Relationship between Expectation-Confirmation and Satisfaction with The Usage of Online Product Recommendation

Directory of Open Access Journals (Sweden)

Muhammad Ashraf

2016-06-01

Full Text Available Online Product Recommendations (OPRs are increasingly available to onlinecustomers as a value-added self-service in evaluating and choosing a product.Research has highlighted several advantages that customers can gain from usingOPRs. However, the realization of these advantages depends on whether and towhat extent customers embrace and fully utilise them. The relatively low OPR usagerate indicates that customers have not yet developed trust in OPRs’ performance.Past studies also have established that satisfaction is a valid measure of systemperformance and a consistent significant determinant of users’ continuous systemusage. Therefore, this study aimed to examine the mediation effect of trustingbeliefs on the relationship between expectation-confirmation and satisfaction. Theproposed research model is tested using data collected via an online survey from626 existing users of OPRs. The empirical results revealed that social-psychologicalbeliefs (perceived confirmation and trust are significant contributors to customersatisfaction with OPRs. Additionally, trusting beliefs partially mediate the impactof perceived confirmation on customer satisfaction. Moreover, this study validatesthe extensions of the interpersonal trust construct to trust in OPRs and examinesthe nomological validity of trust in terms of competence, benevolence, andintegrity. The findings provide a number of theoretical and practical implications. 

Maternal role satisfaction: a new approach to assessing parenting.

Science.gov (United States)

Ohashi, J P

1992-01-01

There is a need to study the maternal role beyond the child's first year of life. This investigation, using a framework of Locke's expectancy theory, describes the expectations, surprises, values, and satisfactions experienced by 102 mothers of teens. Content analysis of written narratives describing surprises encountered by these mothers is also presented. Data were collected by questionnaire. Findings offer support for Locke's theory in two ways: (1) expectation for role was less important than value attainment in predicting the level of maternal role satisfaction, and (2) encountering at least one positive surprise was associated with a higher level of maternal role satisfaction. These variables are offered as a useful nursing approach to the assessment of the parenting experience. Knowledge of the satisfactions reported may be encouraging to mothers anticipating this stage of life.

Effective factors on mobile phone customer satisfaction

Directory of Open Access Journals (Sweden)

Hamed Mohafez

2012-01-01

Full Text Available Cellular phone is one of the most profitable industries in the world and especially in middle east regions. There is a growing competition among different firms in this market and the market share is exchanged very quickly depending on the features and equipments introduced. Customer satisfaction plays an important role on retaining present marker share or absorbing new customers. In this paper, we present an empirical study to measure the effects of different factors influencing customer satisfaction such as the effect of perceived expectations on perceived quality and the effect of perceived expectation on perceived value. The survey is performed among customers who live in Tehran, the capital city of Iran and it shows there are some meaningful and positive relationship between perceived expectations and other factors such as perceived quality and perceived value. There is also positive relationship between perceived quality and perceived value. perceived expectation and customer satisfaction.

Strategic stakeholder management by corporate social responsibility: Some conceptual thoughts

Directory of Open Access Journals (Sweden)

Markus Stiglbauer

2011-06-01

Full Text Available The sustainability and responsibility of corporate strategic management has become an important issue in recent years, not only against the background of the current financial and economic crisis. Companies are expected not only to succeed economically, but also ecologically and socially. Companies can use the issue of corporate responsibility to capture new markets and opportunities. But new requirements arise. Thus, stakeholders may exert pressure on companies to assume social responsibility, whereas executives shall lead by example. This paper tries to assess possiblities to meet stakeholder expectations towards companies by implementing corporate social responsibility concepts. We identify primary and secondary stakeholders of companies by using salience theory and try to give conceptual answers how the well-known concept of Caroll‟s corporate social responsibility pyramid my help to improve the current situation and to take top management and supervisory boards into account to establish a change of focus on corporate social responsibility not just as a hot topic.

The Impact of Corporate Social Responsibility Perception on The Job Satisfaction and Organizational Commitment

Directory of Open Access Journals (Sweden)

Mehmet Arcan TUZCU

2014-06-01

Full Text Available Corporate social responsibility activities influence the stakeholders in the first place, hence the employees, one of the vital stakeholders of the organizations. Social responsibility activities can have a direct effect on the job satisfaction and organizational commitment of employees. This paper investigates the employees’ perception on corporate social responsibility, and examines the effect of this perception on organizational commitment and job satisfaction. Hence, the individual factors that have an impact on this perception, namely gender, age, education level, the hierarchical position in the organization, the working time and the participation to the company’s social responsibility projects, are considered. The data collection is through a survey conducted among the employees of Turkish Petroleum Refineries Corporation (TUPRAS, the third most profitable and the largest private firm quoted to the Borsa Istanbul. From the findings obtained through chi square, t-test and ANOVA, one can observe an insignificant relation between organizational commitment and job satisfaction, and perceptions of corporate social responsibilities.

Conference Attendees’ Satisfaction: Evidence from Belgrade (Serbia

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Dunjić Jelena

2012-10-01

Full Text Available Conference industry brings significant economic effects and that is one of the reasons why many destinations around the world strive to organize conferences, especially the international ones, which make bigger economic effects. According to the Strategy of tourism development of the Republic of Serbia (2005-2015, city break and business tourism are tourism products of high priority, which can provide short-term positioning of Novi Sad and Belgrade, at the first place, at the international tourism market, and contribute to the growth of tourism turnover of foreign travellers.Belgrade is the capital and the largest city in Serbia. It is very well equipped with necessary infrastructure for organizing business events such as conferences, congresses, meetings etc. Lately, the number of international business events in Serbia is increasing and the majority of those events are organized in Belgrade. However, there are very few surveys which are examining satisfaction of the conference attendees in Serbia. This topic is often ignored despite the fact that the attendees satisfaction is substantial for organizers and all other relevant stakeholders at host destination. Therefore, the aim of this paper is to analyze the satisfaction of the conference attendees, as they are final consumers of conference tourist product and their experience regarding both conference and host destination is thus essential to destination marketing and management organizations, conference centres, hotel managers, meeting planners and all other stakeholders involved in conference industry and tourism

IMPLICATIONS OF CSR ON CORPORATE STAKEHOLDERS

Directory of Open Access Journals (Sweden)

Crisan Catalina

2015-07-01

Full Text Available Companies’ strategies and values must be in accordance to stakeholders’ expectations and needs because their role and influences on companies’ activity are decisive for companies future development. Corporate Social Responsibility is a meaningful way through which companies can pursue sustainable development by having a coherent economical, social and environmental perspective on how the business should be managed. CSR must become an integral part of corporate management system, because it has a major role in distressing the relation between company and major stakeholders, both internally and externally. CSR is a global phenomenon, which draws the attention of a growing number of partisans, from public private and social sector. To demonstrate the applicability of the theoretical approaches deduced from the existing literature, the authors recourse to an empirical qualitative research, conducted through a questionnaire implemented to top managers, HR managers and heads of CSR departments within large companies that operate in Romania. The research is based on the analysis of a number of 87 questionnaires and aims to highlight major stakeholders and finding how companies’ responsible activities can influence stakeholders. This study is designed to highlight how prioritization of stakeholders influences CSR initiatives within large companies that operate in Romania, and to present a perspective of company’s approach towards shared value influence major stakeholders. The conclusions drawn have a greater relevance both theoretically and especially practically because provides insights on how large companies perceive CSR and how stakeholders influence responsible initiatives in emergent country like Romania where stereotypes are difficult to manage.

Continued usage of e-learning: Expectations and performance

Directory of Open Access Journals (Sweden)

Fernando Antonio de Melo Pereira

2015-10-01

Full Text Available The present study aims to investigate the determinants of satisfaction and the resulting continuance intention use in e-learning context. The constructs of decomposed expectancy disconfirmation theory (DEDT are evaluated from the perspective of users of a virtual learning environment (VLE in relation to expectations and perceived performance. An online survey collected responses from 197 students of a public management course in distance mode. Structural equation modeling was operationalized by the method of partial least squares in Smart PLS software. The results showed that there is a relationship between quality, usability, value and value disconfirmation with satisfaction. Likewise, satisfaction proved to be decisive for the continuance intention use. However, there were no significant relationships between quality disconfirmation and usability disconfirmation with satisfaction. Based on the results, is discussed the theoretical and practical implications of the structural model found by the search.

Social responsible communication of nuclear power plant with external stakeholders

Energy Technology Data Exchange (ETDEWEB)

Simoncic, Milan [Nuclear Power Plant Krsko (Slovenia); Zurga, Gordana [Faculty of Organisation Studies in Novo Mesto (Slovenia)

2016-11-15

Implications that nuclear technology brings to common physical and social environment, are on daily lists of questions that stakeholders address to owners and operators of nuclear power plants. In this respect, stakeholders expect and demand narrow and explicit answers to concrete questions set. We claim that the acceptability of the NPP in the society can be achieved and maintained also through active communication and trust building between NPP and its stakeholders. A research in this respect was conducted on case of the Krsko NPP, Slovenia. Some institutional and international implications are presented, as well as possible areas for further investigation and research.

Using Participatory Learning & Action (PLA) research techniques for inter-stakeholder dialogue in primary healthcare: an analysis of stakeholders' experiences.

Science.gov (United States)

de Brún, T; O'Reilly-de Brún, M; Van Weel-Baumgarten, E; Burns, N; Dowrick, C; Lionis, C; O'Donnell, C; Mair, F S; Papadakaki, M; Saridaki, A; Spiegel, W; Van Weel, C; Van den Muijsenbergh, M; MacFarlane, A

2017-01-01

It is important for health care workers to know the needs and expectations of their patients. Therefore, service users have to be involved in research. To achieve a meaningful dialogue between service users, healthcare workers and researchers, participatory methods are needed. This paper describes how the application of a specific participatory methodology, Participatory Learning and Action (PLA) can lead to such a meaningful dialogue. In PLA all stakeholders are regarded as equal partners and collaborators in research.During 2011-2015, a European project called RESTORE used PLA in Austria, Greece, Ireland, The Netherlands and the UK to investigate how communication between primary health care workers and their migrant patients could be improved.Seventy eight migrants, interpreters, doctors, nurses and other key stakeholders (see Table 2) participated in 62 PLA sessions. These dialogues (involving discussions, activities, PLA techniques and evaluations) were generally 2-3 h long and were recorded and analysed by the researchers.Participants reported many positive experiences about their dialogues with other stakeholders. There was a positive, trusting atmosphere in which all stakeholders could express their views despite differences in social power. This made for better understanding within and across stakeholder groups. For instance a doctor changed her view on the use of interpreters after a migrant explained why this was important. Negative experiences were rare: some doctors and healthcare workers thought the PLA sessions took a lot of time; and despite the good dialogue, there was disappointment that very few migrants used the new interpreting service. Background In order to be effective, primary healthcare must understand the health needs, values and expectations of the population it serves. Recent research has shown that the involvement of service users and other stakeholders and gathering information on their perspectives can contribute positively to many

Relational Benefit on Satisfaction and Durability in Strategic Corporate Social Responsibility

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Minseok Kim

2018-04-01

Full Text Available These days, companies are moving from Corporate Social Responsibility (CSR activities for short-term profit generation to the ones for achieving economic and social long-term goals. This phenomenon results from the idea that CSR is not a mere cost but can be used as a source of opportunity, innovation and competitive advantage. Deemed as a great business strategy, strategic CSR activities are being emphasized by various stakeholders in the global market. The purpose of this study is to present specific implications and to empirically research the relations among relational benefits, commitment, and authenticity. It identifies the main factors of relationship management in expanding the stakeholder pool and forming relationships for strategic CSR activities. To this end, we conducted a questionnaire survey of 113 CSR practitioners in Korea and analyzed how social, psychological, and economic benefits affect the satisfaction and durability of strategic CSR activities through relational commitment and authenticity. Consequently, social, psychological, and economic benefits have an impact on relationships and, by extension, have a positive effect on relational satisfaction and durability. However, economic benefits affect relational authenticity, but social and psychological benefits do not. As a result, relational benefits cannot affect satisfaction through relationships. Therefore, relational benefits and commitment are more important variables for the satisfaction and durability of strategic CSR activities.

Impact of Corporate Social Responsibility on Value Creation from a Stakeholder Perspective

Directory of Open Access Journals (Sweden)

Josefina Fernández-Guadaño

2018-06-01

Full Text Available In recent years, we have witnessed how companies and institutions have devoted significant effort to developing Corporate Social Responsibility (CSR policies, basing their decision on the improvement in company results and the subsequent benefits for shareholders and other stakeholders. CSR means that managers must go beyond the mere satisfaction of the shareholders and take steps to establish balanced relations with all their stakeholders. The principles behind the CSR approach empower stakeholder governance. To test whether CSR policy constitutes a factor in value creation for shareholders and certain stakeholders such as employees, creditors and the State, we conducted an explanatory study, using a Correlated Random Effects approach, which compares the socially responsible companies included in the Spanish sustainability index, FTSE4Good Ibex, with the companies listed on the other indices of the IBEX family. On the one hand, the data show that sustainability reporting is well established in large companies in Spain but that it needs to be introduced more extensively in small and medium-sized enterprises. On the other hand, the findings point out that CSR has a positive and significant influence on the distribution of value in favor of the State, a negative influence for employees and no influence on other stakeholders.

Impact of stakeholders' interests on financial accounting policy-making : the case of Lithuania

OpenAIRE

Rudžionienė, Kristina

2006-01-01

This paper analyses the expectations of particular stakeholder groups’ impact on corporate financial accounting policy-making in Lithuanian enterprises from Stakeholder theory perspective. Companies should seek to present a true and fair view of their financial performance and results while making financial accounting policy because stakeholders need informative and truthful accounting data for making right decisions. On the basis of empirical results it could be stated that the impact of dif...

Collaboration in natural resource governance: reconciling stakeholder expectations in deer management in Scotland.

Science.gov (United States)

Davies, Althea L; White, Rehema M

2012-12-15

The challenges of integrated, adaptive and ecosystem management are leading government agencies to adopt participatory modes of engagement. Collaborative governance is a form of participation in which stakeholders co-produce goals and strategies and share responsibilities and resources. We assess the potential and challenges of collaborative governance as a mechanism to provide an integrated, ecosystem approach to natural resource management, using red deer in Scotland as a case study. Collaborative Deer Management Groups offer a well-established example of a 'bridging organisation', intended to reduce costs and facilitate decision making and learning across institutions and scales. We examine who initiates collaborative processes and why, what roles different actors adopt and how these factors influence the outcomes, particularly at a time of changing values, management and legislative priorities. Our findings demonstrate the need for careful consideration of where and how shared responsibility might be best implemented and sustained as state agencies often remain key to the process, despite the partnership intention. Differing interpretations between agencies and landowners of the degree of autonomy and division of responsibilities involved in 'collaboration' can create tension, while the diversity of landowner priorities brings additional challenges for defining shared goals in red deer management and in other cases. Effective maintenance depends on appropriate role allocation and adoption of responsibilities, definition of convergent values and goals, and establishing communication and trust in institutional networks. Options that may help private stakeholders offset the costs of accepting responsibility for delivering public benefits need to be explicitly addressed to build capacity and support adaptation. This study indicates that collaborative governance has the potential to help reconcile statutory obligations with stakeholder empowerment. The potential of

Introducing legal method when teaching stakeholder theory

DEFF Research Database (Denmark)

Buhmann, Karin

2015-01-01

Governments are particularly salient stakeholders for business ethics. They act on societal needs and social expectations, and have the political and legal powers to restrict or expand the economic freedoms of business as well as the legitimacy and often urgency to do so. We draw on two examples:...

Stakeholder analysis: theAndalusian Agency For Healthcare Quality case.

Science.gov (United States)

Reyes-Alcázar, Víctor; Casas-Delgado, Marta; Herrera-Usagre, Manuel; Torres-Olivera, Antonio

2012-01-01

The aim of this study was to identify the different groups that can affect or be affected by an agency charged with the promoting and guaranteeing of health care quality in Andalusian region (Spain) and to provide a framework with the stakeholders included in different categories. The study adopted a cross-sectional research design. A case study with structured interviews among Andalusian Agency for Healthcare Quality Steering Committee members was carried out in 2010 to define stakeholders' categories and map the interest groups using 5 attributes: influence, importance, legitimacy, power, and urgency. After identification and categorization, stakeholders were weighted qualitatively according to the attributes of importance and influence using 4 possible levels. A matrix was made with the collected data relating both attributes. Furthermore, 8 different types of stakeholders were identified according to attributes power, legitimacy, and urgency. The study concludes that identifying and classifying stakeholders are fundamental to ensuring the success of an organization that must respond to needs and expectations, especially those of its clients. Moreover, knowing stakeholder linkages can contribute to increase organizational worth. This is essential for organizations basically directed to the provision of services in the scope of health care.

Consumers’ view on determinants to food satisfaction

DEFF Research Database (Denmark)

Andersen, Barbara Vad; Hyldig, Grethe

2015-01-01

The objective of this study was to gain a better understanding of the multiple determinants to food satisfaction from a consumer perspective. The study includes two focus groups with a total of 20 consumers varying in gender, age, employment and food interest. The results were divided into sections...... based on the main themes that arose from analysing the focus groups; i) sensory properties, ii) physical wellbeing, iii) expectations and desires, iv) the food context and v) comparison of the importance of the various determinants to satisfaction. Factors important for food satisfaction appear before...... as well as during and after intake. Before intake, the important factors are; expectations and desires based on memories about previous food experiences and the context in which the food is perceived. Physical wellbeing was mentioned important for the feeling of satisfaction, included in physical...

Faculty Professional Development and Student Satisfaction in Online Higher Education

Science.gov (United States)

Kane, Robert Todd; Shaw, Melanie; Pang, Sangho; Salley, Witt; Snider, J. Blake

2016-01-01

With the ever-increasing availability of online education opportunities, understanding the factors that influence online student satisfaction and success is vital to enable administrators to engage and retain this important stakeholder group. The purpose of this ex-post-facto, nonexperimental quantitative study was to investigate the impact of…

THE LINK BETWEEN STUDENTS' SATISFACTION WITH FACULTY, OVERALL STUDENTS' SATISFACTION WITH STUDENT LIFE AND STUDENT PERFORMANCES

OpenAIRE

Mihanović, Zoran; Batinić, Ana Barbara; Pavičić, Jurica

2016-01-01

Customer satisfaction has long been recognized as a central concept of all business activities. Satisfaction can serve as an indicator of success of the company, both in the past and present, as well as an indicator of future performance. High quality service to students is a prerequisite of maintaining competitiveness in the market of higher education. A relationship that is created between the expectations of students and their satisfaction with the quality of service that provides educatio...

Strengthening stakeholder-engaged research and research on stakeholder engagement.

Science.gov (United States)

Ray, Kristin N; Miller, Elizabeth

2017-06-01

Stakeholder engagement is an emerging field with little evidence to inform best practices. Guidelines are needed to improve the quality of research on stakeholder engagement through more intentional planning, evaluation and reporting. We developed a preliminary framework for planning, evaluating and reporting stakeholder engagement, informed by published conceptual models and recommendations and then refined through our own stakeholder engagement experience. Our proposed exploratory framework highlights contexts and processes to be addressed in planning stakeholder engagement, and potential immediate, intermediate and long-term outcomes that warrant evaluation. We use this framework to illustrate both the minimum information needed for reporting stakeholder-engaged research and the comprehensive detail needed for reporting research on stakeholder engagement.

Performance expectation plan

Energy Technology Data Exchange (ETDEWEB)

Ray, P.E.

1998-09-04

This document outlines the significant accomplishments of fiscal year 1998 for the Tank Waste Remediation System (TWRS) Project Hanford Management Contract (PHMC) team. Opportunities for improvement to better meet some performance expectations have been identified. The PHMC has performed at an excellent level in administration of leadership, planning, and technical direction. The contractor has met and made notable improvement of attaining customer satisfaction in mission execution. This document includes the team`s recommendation that the PHMC TWRS Performance Expectation Plan evaluation rating for fiscal year 1998 be an Excellent.

Planning that works: Empowerment through stakeholder focused interactive planning (SFIP)

International Nuclear Information System (INIS)

Beck, J.E.; Ison, S.A.

1994-01-01

This paper describes a powerful planning tool that can enable government, private industries, and public interest organizations to actualize their visions through sound decision making. The stakeholder focused interactive planning model is designed to integrate and ultimately gain stakeholder investment in the success of attainment of their vision. The only concessions required of the planning organization using this process is the acceptance of the premise that sustained vision success requires the support of both internal and external stakeholders and that each step in the process must be used as a validation of the previous step and essential to the completion of the next step. What is stakeholder/public involvement? It is the process in which the stakeholders (both internal and external) values, interests and expectations are included in decision-making processes. The primary goal of public involvement efforts is to include all those who have a stake in the decision, whether or not they have already been identified. Stakeholders are individuals, contractors, clients, suppliers, public organizations, state and local governments, Indian tribes, federal agencies, and other parties affected by decisions

STAKEHOLDER DISTRUST - Implications of Distrust Research for Stakeholder Theory

OpenAIRE

Laude, Daniel; Weibel, Antoinette; Sachs, Sybille; Schafheitle, Simon Daniel

2017-01-01

Stakeholder theory has addressed the role of trust in organization-stakeholder relationships in depth. Although it is similarly relevant, distrust as a distinct construct from (low) trust has received relatively little consideration by stakeholder theorists. Thus, this article focuses on stakeholder distrust and reflects on the findings of distrust research in organizational studies and the implications for stakeholder theory. For this purpose, we conduct a systematic literature review of org...

Satisfaction Formation Processes in Library Users: Understanding Multisource Effects

Science.gov (United States)

Shi, Xi; Holahan, Patricia J.; Jurkat, M. Peter

2004-01-01

This study explores whether disconfirmation theory can explain satisfaction formation processes in library users. Both library users' needs and expectations are investigated as disconfirmation standards. Overall library user satisfaction is predicted to be a function of two independent sources--satisfaction with the information product received…

The Pennsylvania quality initiative : a synthesis of customer satisfaction and additional research needs

Science.gov (United States)

1999-10-29

Customer satisfaction is at the heart of the Pennsylvania Quality Initiative (PQI), which was created in 1994 to build a more effective partnership among all the stakeholders involved in the process of designing, building, operating, and maintaining ...

Structure and Extensions of the User Information Satisfaction Construct

Directory of Open Access Journals (Sweden)

Clive Wrigley

1997-05-01

Full Text Available User Information Satisfaction (UIS remains one of the most important constructs in Information Systems research. This paper investigates the application of them UIS instrument across a number of key variables including respondent characteristics. Several findings emerge from a survey of 379 IS and non-IS managers: First, the UIS factors are stable and generalizable. Second, the level of satisfaction varies quite substantially when compared to prior UIS reports, although the IS product satisfaction dominates. Third, IS managers, not surprisingly, evaluate their systems significantly higher than non-IS managers, indicating the importance of stakeholders in evaluating Information Systems success. Finally, respondents evaluate their internal systems differently than their inter-organizational systems, indicating that in the IS evaluation process system type must be considered as a moderating variable.

Marketing health services: the engineering of satisfaction.

Science.gov (United States)

MacStravic, R S

1984-12-01

Service marketing is the engineering of satisfaction, and the key to success is to identify and influence potential customers' expectations and then to fulfill those expectations. Patient satisfaction largely determines both a program's revenues and expenditures and the effectiveness of care received by patients. A program's ability to satisfy patients rests upon three basic elements: research, design, and communication. Research should be on two levels. The first is basic market assessment and analysis, and should reveal overall market potential by focusing on consumers' expectations, unmet needs, and level of satisfaction. From this stage of research, the organization should be able to identify current programs that are secure and stable, those which have significant growth potential, those which are threatened by competition, and those which have little future. This research also should indicate the potential for new programs and for new markets for existing programs. The second level of research focuses on a specific program (whether current or proposed) and is the basis for program design. The organization can tailor the program to consumers' expectations in everything from services provided to price of parking and other amenities. Research also provides a basis for communications. Not only can communications influence a potential customer to try a provider, but also care providers can use communications during and after the service experience to reinforce what might have been a casual decision. Ideally, all communication that occurs between patients and providers should serve marketing as well as diagnostic and therapeutic purposes. It can shape patients' expectations, reinforce satisfaction when those expectations have been fulfilled, and convey the provider's caring and concern.

Personal Factors that Affect the Satisfaction of Female Patients Undergoing Esthetic Suture after Typical Thyroidectomy.

Science.gov (United States)

Kim, Hyo Young; Kim, Jung Won; Park, Jin Hyung; Kim, Jung Hun; Han, Yea Sik

2013-07-01

In esthetic surgery, understanding the factors that influence patient satisfaction is important for successful practice. We hypothesize that the factors that influence patient satisfaction include not only aesthetic and functional outcomes, but also personal factors such as the level of familiarity with factors affecting wound healing and expectations regarding aesthetic outcome. One hundred patients who underwent esthetic closure after thyroidectomy were included in this study. In order to evaluate the individual characteristics of the patients, a preoperative survey was administered to the patients. We estimated the patient satisfaction six months postoperatively and assessed the aesthetic and functional outcomes using the Patient and Observer Scar Assessment Scale. According to the results of correlation analysis, level of familiarity with wound healing factors had a positive correlation with satisfaction. High expectations, pain, itching, and high observer scale score had negative correlations with satisfaction. The factors that were correlated with satisfaction were included in the multiple regression analysis. Level of familiarity with wound healing factors was found to have a positive relationship with satisfaction, while itching and observer scale were found to have a negative relationship with satisfaction. After excluding 10 patients who had hypertrophic scars, only level of familiarity with wound healing factors and expectations affected satisfaction. The level of familiarity with factors affecting wound healing and expectations were found to independently affect satisfaction. Improving patients' level of familiarity with wound healing factors and reducing their expectations by providing suitable preoperative education has the potential to improve patient satisfaction.

Modeling Customer's Satisfaction Behavior through Uninorms

OpenAIRE

Depaire, Benoit; Vanhoof, Koen; Wets, Geert

2006-01-01

During the last three decades, the focus of customer satisfaction research has shifted from what it was about the product or service that customers found satisfying to how and why customers became satisfied. This resulted into several models that try to explain the customer's satisfaction behaviour, among which the expectancy-disconfirmation paradigm is one of the most prominent models. This model identifies three elements which have an influence on the customer's satisfaction level: i.e perf...

Multi-stakeholder perspectives in defining health-services quality in cataract care.

Science.gov (United States)

Stolk-Vos, Aline C; van de Klundert, Joris J; Maijers, Niels; Zijlmans, Bart L M; Busschbach, Jan J V

2017-08-01

To develop a method to define a multi-stakeholder perspective on health-service quality that enables the expression of differences in systematically identified stakeholders' perspectives, and to pilot the approach for cataract care. Mixed-method study between 2014 and 2015. Cataract care in the Netherlands. Stakeholder representatives. We first identified and classified stakeholders using stakeholder theory. Participants established a multi-stakeholder perspective on quality of cataract care using concept mapping, this yielded a cluster map based on multivariate statistical analyses. Consensus-based quality dimensions were subsequently defined in a plenary stakeholder session. Stakeholders and multi-stakeholder perspective on health-service quality. Our analysis identified seven definitive stakeholders, as follows: the Dutch Ophthalmology Society, ophthalmologists, general practitioners, optometrists, health insurers, hospitals and private clinics. Patients, as dependent stakeholders, were considered to lack power by other stakeholders; hence, they were not classified as definitive stakeholders. Overall, 18 stakeholders representing ophthalmologists, general practitioners, optometrists, health insurers, hospitals, private clinics, patients, patient federations and the Dutch Healthcare Institute sorted 125 systematically collected indicators into the seven following clusters: patient centeredness and accessibility, interpersonal conduct and expectations, experienced outcome, clinical outcome, process and structure, medical technical acting and safety. Importance scores from stakeholders directly involved in the cataract service delivery process correlated strongly, as did scores from stakeholders not directly involved in this process. Using a case study on cataract care, the proposed methods enable different views among stakeholders concerning quality dimensions to be systematically revealed, and the stakeholders jointly agreed on these dimensions. The methods

Determinants of Hospital Pharmacists’ Job Satisfaction in Romanian Hospitals

Directory of Open Access Journals (Sweden)

Magdalena Iorga

2017-12-01

Full Text Available Aim: The purpose of this study is to identify the level of job satisfaction among hospital pharmacists in Romania in relation to environmental, socio-demographic, and individual factors. Material and Methods: Seventy-eight hospital pharmacists were included in the research. The Job Satisfaction Scale was used to measure the level of satisfaction with their current jobs, and the TAS-20 was used to evaluate emotional experience and awareness. Additionally, 12 items were formulated in order to identify the reasons for dissatisfaction with jobs, such as budget, number of working hours, legislation, relationships with colleagues, hospital departments, or stakeholders. Data were analyzed using IBM SPSS Statistics version 23. Results: The analyses of the data revealed a low level of satisfaction regarding the pay–promotion subscale, a high level of satisfaction with the management–interpersonal relationship dimension, and a high level of satisfaction regarding the organization–communication subscale. Seventy-four percent of subjects are dissatisfied about the annual budget, and 86.3% are not at all satisfied with present legislation. Conclusions: These results are important for hospital pharmacists and hospital management in order to focus on health policies, management, and environmental issues, with the purpose of increasing the level of satisfaction among hospital pharmacists.

Determinants of Hospital Pharmacists' Job Satisfaction in Romanian Hospitals.

Science.gov (United States)

Iorga, Magdalena; Dondaș, Corina; Soponaru, Camelia; Antofie, Ioan

2017-12-11

Aim : The purpose of this study is to identify the level of job satisfaction among hospital pharmacists in Romania in relation to environmental, socio-demographic, and individual factors. Material and Methods : Seventy-eight hospital pharmacists were included in the research. The Job Satisfaction Scale was used to measure the level of satisfaction with their current jobs, and the TAS-20 was used to evaluate emotional experience and awareness. Additionally, 12 items were formulated in order to identify the reasons for dissatisfaction with jobs, such as budget, number of working hours, legislation, relationships with colleagues, hospital departments, or stakeholders. Data were analyzed using IBM SPSS Statistics version 23. Results : The analyses of the data revealed a low level of satisfaction regarding the pay-promotion subscale, a high level of satisfaction with the management-interpersonal relationship dimension, and a high level of satisfaction regarding the organization-communication subscale. Seventy-four percent of subjects are dissatisfied about the annual budget, and 86.3% are not at all satisfied with present legislation. Conclusions : These results are important for hospital pharmacists and hospital management in order to focus on health policies, management, and environmental issues, with the purpose of increasing the level of satisfaction among hospital pharmacists.

Well-being, life satisfaction and capabilities of flood disaster victims

International Nuclear Information System (INIS)

Van Ootegem, Luc; Verhofstadt, Elsy

2016-01-01

The individual well-being of flood disaster victims is examined making use of two concepts: life satisfaction and perceived capabilities in life. These concepts are compared in two samples: a representative sample of Flemish respondents and a specific sample of people that have been the victim of a pluvial flood. Well-being as life satisfaction is found not to be related to past or expected future flooding, whereas well-being as capabilities in life is negatively related to both past and expected future flooding. - Highlights: • Well-being as life satisfaction is not related to past or expected future flooding. • Well-being as capabilities in life is negatively related to flooding. • A disaster can scare people for the future because of the scars that it provokes. • Assess the impact of a disaster not only by monetary damage and life satisfaction.

Well-being, life satisfaction and capabilities of flood disaster victims

Energy Technology Data Exchange (ETDEWEB)

Van Ootegem, Luc, E-mail: Luc.VanOotegem@UGent.be [HIVA–University of Louvain (Belgium); SHERPPA–Ghent University (Belgium); Verhofstadt, Elsy [SHERPPA–Ghent University (Belgium)

2016-02-15

The individual well-being of flood disaster victims is examined making use of two concepts: life satisfaction and perceived capabilities in life. These concepts are compared in two samples: a representative sample of Flemish respondents and a specific sample of people that have been the victim of a pluvial flood. Well-being as life satisfaction is found not to be related to past or expected future flooding, whereas well-being as capabilities in life is negatively related to both past and expected future flooding. - Highlights: • Well-being as life satisfaction is not related to past or expected future flooding. • Well-being as capabilities in life is negatively related to flooding. • A disaster can scare people for the future because of the scars that it provokes. • Assess the impact of a disaster not only by monetary damage and life satisfaction.

Alcohol policy in a Russian region: a stakeholder analysis.

Science.gov (United States)

Gil, Artyom; Polikina, Olga; Koroleva, Natalia; Leon, David A; McKee, Martin

2010-10-01

Male life expectancy in the Russian Federation, at 60 years, is the lowest in Europe. Several factors contribute to this situation, but hazardous consumption of alcohol is especially a key factor. We undertook a stakeholder analysis in a typical Russian region located on the western side of the Urals. Organizations with a stake in alcohol policy in the region were identified by snowball sampling and information on their position and influence on alcohol policy was elicited from interviews with key informants. Their interests and influence were mapped and their relationships plotted. Twenty-nine stakeholder organizations were identified and 43 interviews were conducted with their staff. The most influential actors were the Federal and regional governments, large beer producers and manufacturers of strong alcohols. However, the majority of organizations that might be expected to play a role in developing or implementing alcohol control policies were almost entirely disengaged and fragmented. No evidence was found of an existing or emerging multi-sectoral coalition for developing alcohol policy to improve health. Organizations that might be expected to contribute to tackling hazardous drinking had little understanding of what might be effective. While stakeholders with an interest in maintaining or increasing alcohol consumption are engaged and influential, those who might seek to reduce it either take a very narrow perspective or are disengaged from the policy agenda. There is a need to mobilize actors who might contribute to effective policies while challenging those who can block them.

Effect of an e-Learning Tool on Expectations and Satisfaction Following Total Knee Arthroplasty: A Randomized Controlled Trial.

Science.gov (United States)

Culliton, Sharon E; Bryant, Dianne M; MacDonald, Steven J; Hibbert, Kathy M; Chesworth, Bert M

2018-07-01

Orthopedic surgeons recognize patient expectations of total knee arthroplasty (TKA) can be managed through education. E-learning is the application of educational technology. The objective of this study was to evaluate whether an e-learning tool could affect whether patients' expectations were met and they were satisfied 1 year following TKA. Patients with osteoarthritis from the London Health Sciences Centre, Canada, were randomly assigned to either a control group (n = 207) receiving standard patient education or an intervention group (n = 209) using the e-learning tool in addition to the standard. We used a web-based system with permuted block sizes, stratified by surgeon and first or second TKA. Preoperative measures were completed following the patients' preadmission clinic visit. Postoperative patient-reported outcome measures were completed at 6 weeks, 3 months, and 1 year after TKA. One year after TKA, risk difference was used to determine between-group differences for patient satisfaction and expectations being met. One year postoperatively, the risk that expectations of patients were not met was 21.8% in the control group and 21.4% in the intervention group for an adjusted risk difference of 1.3% (95% confidence interval, -7.8% to 10.4%, P = .78). The proportion of patients satisfied with their TKA at 1 year postoperative was 78.6% in the intervention and 78.2% in the control groups. There was no between-group difference at 1 year between intervention and control groups for either the risk that expectations of patients were not met or the proportion of patients who were dissatisfied with their TKA. Copyright © 2018 Elsevier Inc. All rights reserved.

Developing a Stakeholder-Driven Anticipated Timeline of Impact for Evaluation of Social Programs

Science.gov (United States)

Sridharan, Sanjeev; Campbell, Bernadette; Zinzow, Heidi

2006-01-01

The authors present a stakeholder-driven method, the earliest anticipated timeline of impact, which is designed to assess stakeholder expectations for the earliest time frame in which social programs are likely to affect outcomes. The utility of the anticipated timeline of impact is illustrated using an example from an evaluation of a…

CUSTOMER SATISFACTION AS AN INDICATOR OF SERVICE QUALITY IN TOURISM AND HOSPITALITY

Directory of Open Access Journals (Sweden)

Ana Stranjancevic

2015-12-01

Full Text Available One of the greatest challenges for stakeholders is to ensure customer satisfaction, especially in service industries such as tourism and hospitality. The aim of this paper is to show that restaurant guest satisfaction depends on numerous factors as well as to show the connection between satisfaction and loyalty. Customer satisfaction and loyalty are excellent indicators of service quality. For the purpose of this paper, empirical survey was conducted and the results of the research were analyzed by statistical method. Factors which affect customer satisfaction are: kind staff, professionalism, speed of service, food quality, ambience and comfort. This implicates a special need for the introduction of strong Human Resource Management, food safety standards (e.g. HACCP and effective space planning. The study implies that the care for quality of products and services is necessary at all levels and that it is impossible to ensure the customer satisfaction or create customer loyalty without strong management system (including space projecting and without controlling it.

Ontario Energy Board 2005 survey of stakeholders

International Nuclear Information System (INIS)

2006-01-01

A survey was conducted among members of the Ontario Energy Board's (OEB) various stakeholder groups in order to measure the Board's performance and to help the Board identify areas for improvement in the way it operates. The survey included telephone interviews with consumer groups, advocacy groups, the energy sector, electricity and gas distributors, financial organizations as well as other stakeholders. The topics addressed in the survey were key energy issues and priority issues; the perceived role of the OEB; the OEB strengths and weaknesses; the importance of various OEB functions; the overall performance of the OEB; an evaluation of OEB communication with industry and consumers; an evaluation of service quality; and, awareness and participation in regulatory policy initiatives. Respondents used a 10-point scale in their evaluation. This report presented the main findings and their interpretations. Major stakeholders identified electricity supply issues and the price of electricity as being the most important energy issues facing Ontario. This report also presented the detailed findings for questions regarding the lack of generator capacity, policy stability, the coal phase out program, electricity blackouts, conservation, electricity restructuring and investment. The major finding of the survey was an overall increase in satisfaction with the OEB's performance. It was suggested that the OEB can improve in timeliness and providing consumer information. The major areas of strength were found to be its professionalism in conducting hearings and the fairness of the Board's decisions and regulations. tabs

Development of a comprehensive model for stakeholder management in mental healthcare.

Science.gov (United States)

Bierbooms, Joyce; Van Oers, Hans; Rijkers, Jeroen; Bongers, Inge

2016-06-20

Purpose - Stakeholder management is not yet incorporated into the standard practice of most healthcare providers. The purpose of this paper is to assess the applicability of a comprehensive model for stakeholder management in mental healthcare organization for more evidence-based (stakeholder) management. Design/methodology/approach - The assessment was performed in two research parts: the steps described in the model were executed in a single case study at a mental healthcare organization in the Netherlands; and a process and effect evaluation was done to find the supporting and impeding factors with regard to the applicability of the model. Interviews were held with managers and directors to evaluate the effectiveness of the model with a view to stakeholder management. Findings - The stakeholder analysis resulted in the identification of eight stakeholder groups. Different expectations were identified for each of these groups. The analysis on performance gaps revealed that stakeholders generally find the collaboration with a mental healthcare provider "sufficient." Finally a prioritization showed that five stakeholder groups were seen as "definite" stakeholders by the organization. Practical implications - The assessment of the model showed that it generated useful knowledge for more evidence-based (stakeholder) management. Adaptation of the model is needed to increase its feasibility in practice. Originality/value - Provided that the model is properly adapted for the specific field, the analysis can provide more knowledge on stakeholders and can help integrate stakeholder management as a comprehensive process in policy planning.

The acceptability of an Internet-based exposure treatment for flying phobia with and without therapist guidance: patients’ expectations, satisfaction, treatment preferences, and usability

Science.gov (United States)

Campos, Daniel; Mira, Adriana; Bretón-López, Juana; Castilla, Diana; Botella, Cristina; Baños, Rosa Maria; Quero, Soledad

2018-01-01

Purpose Internet-based treatments have been tested for several psychological disorders. However, few studies have directly assessed the acceptability of these self-applied interventions in terms of expectations, satisfaction, treatment preferences, and usability. Moreover, no studies provide this type of data on Internet-based treatment for flying phobia (FP), with or without therapist guidance. The aim of this study was to analyze the acceptability of an Internet-based treatment for FP (NO-FEAR Airlines) that includes exposure scenarios composed of images and real sounds. A secondary aim was to compare patients’ acceptance of two ways of delivering this treatment (with or without therapist guidance). Patients and methods The sample included 46 participants from a randomized controlled trial who had received the self-applied intervention with (n = 23) or without (n = 23) therapist guidance. All participants completed an assessment protocol conducted online and by telephone at both pre- and posttreatment. Results Results showed good expectations, satisfaction, opinion, and usability, regardless of the presence of therapist guidance, including low aversiveness levels from before to after the intervention. However, participants generally preferred the therapist-supported condition. Conclusion NO-FEAR Airlines is a well-accepted Internet-based treatment that can help enhance the application of the exposure technique, improving patient acceptance and access to FP treatment. PMID:29636613

Student satisfaction and loyalty in Denmark

DEFF Research Database (Denmark)

Shahsavar, Tina; Sudzina, Frantisek

2017-01-01

Monitoring and managing customers’ satisfaction are key features to benefit from today’s competitive environment. In higher education context, only a few studies are available on satisfaction and loyalty of the main customers who are the students, which signifies the need to investigate the field...... more thoroughly. The aim of this research is to measure the strength of determinants of students’ satisfaction and the importance of antecedents in students’ satisfaction and loyalty in Denmark. Our research model is the modification of European Performance Satisfaction Index (EPSI), which takes...... the university’s image direct effects on students’ expectations into account from students’ perspective. The structural equation model of student satisfaction and loyalty has been evaluated using partial least square path modelling. Our findings confirm that the EPSI framework is applicable on student...

Tracking the employee satisfaction-life satisfaction binary: The case of South African academics

Directory of Open Access Journals (Sweden)

Chengedzai Mafini

2014-11-01

Research purpose: The aim of the study was to investigate the relationship between employee satisfaction and life satisfaction amongst university academics in South Africa. Motivation for the study: The study occupies the gap in literature focusing on the interaction between employee satisfaction and life satisfaction amongst South African university academics. Research design, approach and method: A three-section survey questionnaire was administered to 273 academics recruited from three universities in Gauteng, South Africa. After a confirmatory factor analysis, hypotheses were tested using a combination of Kendall’s tau correlation coefficient and regression analysis. Main findings: Correlation tests revealed strong positive relationships between life satisfaction and three factors: workplace flexibility, skills utilisation and autonomy. Regression analysis showed that workplace flexibility, skills utilisation and autonomy were statistically significant. Practical/managerial implications: Research findings could expedite the generation of strategies for meeting the employment needs and expectations of university academics, thereby reducing the shortage of university academics in South Africa. Contributions/value-add: The conceptual framework proposed in this study is a useful tool for conceptualising the relationship between employee satisfaction and life satisfaction in the higher education environment.

Stakeholder's experiences, expectations and decision making on reproductive care: An ethnographic study of three districts in northern Ghana.

Directory of Open Access Journals (Sweden)

Martin Amogre Ayanore

Full Text Available In Ghana, priority-setting for reproductive health service interventions is known to be rudimentary with little wider stakeholder involvement. In recognizing the need for broad stakeholder engagement to advance reproductive care provision and utilization, it is necessary to jointly study the varied stakeholder views on reproductive care services.We applied an ethnographic study approach where field data was collected between March-May 2015 in three rural districts of northern Ghana. Data was collected among women with recent births experiences (n = 90, health care providers (n = 16 and policy actors (n = 6. In-depth interviews and focus group discussions was applied to collect all data. Each stakeholder participant's audio file was transcribed, and repeatedly read through to identify similar and divergent views in data. A coding scheme guided coding processes. All transcripts were then imported into QSR NVivo 11 for further analysis.Four themes emerged. Women participants accentuated that sex and sexuality values of men have changed over time, and drives gender roles, parity levels and decision making on reproductive care needs at community levels. Sexual stigma on reproductive care reduces the willingness of women to voice poor experiences related to their previous reproductive experiences. All stakeholders' highlighted clinical treatments for post-abortion care are minimally covered under the fee exemption policy for antenatal and postnatal care. Policy processes on service delivery protocols still is top-down in Ghana.Health teams working to improve sexual and reproductive health care must find suitable context strategies that effectively work to improve women reproductive care needs at their operational levels. Private sector participation and informal community support clutches are encouraged to advance the delivery of reproductive care services.

Assessing users satisfaction with service quality in Slovenian public library

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Igor Podbrežnik

2016-07-01

Full Text Available Purpose: A research was made into user satisfaction with regard to the quality of library services in one of the Slovenian public libraries. The aim was to establish the type of service quality level actually expected by the users, and to determine their satisfaction with the current quality level of available library services.Methodology: The research was performed by means of the SERVQUAL measuring tool which was used to determine the size and direction of the gap between the detected and the expected quality of library services among public library users.Results: Different groups of users provide different assessments of specific quality factors, and a library cannot satisfy the expectations of each and every user if most quality factors display discrepancies between the estimated perception and expectations. The users expect more reliable services and more qualified library staff members who would understand and allocate time for each user’s individual needs. The largest discrepancies from the expectations are detected among users in the under-35 age group and among the more experienced and skilled library users. The results of factor analysis confirm the fact that a higher number of quality factors can be explained by three common factors affecting the satisfaction of library users. A strong connection between user satisfaction and their assessment of the integral quality of services and loyalty has been established.Research restrictions: The research results should not be generalised and applied to all Slovenian public libraries since they differ in many important aspects. In addition, a non-random sampling method was used.Research originality/Applicability: The conducted research illustrates the use of a measuring tool that was developed with the aim of determining the satisfaction of users with the quality of library services in Slovenian public libraries. Keywords: public library, user satisfaction, quality of library services, user

Conceptualisation of patient satisfaction: a systematic narrative literature review.

Science.gov (United States)

Batbaatar, Enkhjargal; Dorjdagva, Javkhlanbayar; Luvsannyam, Ariunbat; Amenta, Pietro

2015-09-01

Patient satisfaction concept is widely measured due to its appropriateness to health service; however, evidence suggests that it is a poorly developed concept. This article is a first part of a two-part series of research with a goal to review a current conceptual framework of patient satisfaction and to bring the concept for further operationalisation procedures. The current article aimed to review a theoretical framework that helps the next article to review determinants of patient satisfaction for designing a measurement system. The study used a systematic review method, meta-narrative review, based on the RAMESES guideline with the phases of screening evidence, appraisal evidence, data extraction and synthesis. Patient satisfaction theoretical articles were searched on the two databases MEDLINE and CINAHL. Inclusion criteria were articles published between 1980 and 2014, and English language papers only. There were 36 articles selected for the synthesis. Results showed that most of the patient satisfaction theories and formulations are based on marketing theories and defined as how well health service fulfils patient expectations. However, review demonstrated that a relationship between expectation and satisfaction is unclear and the concept expectation itself is not distinctly theorised as well. Researchers brought satisfaction theories from other fields to the current healthcare literature without much adaptation. Thus, there is a need to attempt to define the patient satisfaction concept from other perspectives or to learn how patients evaluate the care rather than struggling to describe it by consumerist theories. © Royal Society for Public Health 2015.

Development of Family Medicine training in Botswana: Views of key stakeholders in Ngamiland.

Science.gov (United States)

Ogundipe, Radiance M; Mash, Robert

2018-08-31

Family Medicine training commenced in Botswana in 2011, and Maun was one of the two sites chosen as a training complex. If it is to be successful there has to be investment in the training programme by all stakeholders in healthcare delivery in the district. The aim of the study was to explore the attitudes of stakeholders to initiation of Family Medicine training and their perspectives on the future roles of family physicians in Ngami district, Botswana. Maun and the surrounding Ngami subdistrict of Botswana. Thirteen in-depth interviews were conducted with purposively selected key stakeholders in the district health services. Data were recorded, transcribed and analysed using the framework method. Participants welcomed the development of Family Medicine training in Maun and expect that this will result in improved quality of primary care. Participants expect the registrars and family physicians to provide holistic health care that is of higher quality and expertise than currently experienced, relevant research into the health needs of the community, and reduced need for referrals. Inadequate personal welfare facilities, erratic ancillary support services and an inadequate complement of mentors and supervisors for the programme were some of the gaps and challenges highlighted by participants. Family Medicine training is welcomed by stakeholders in Ngamiland. With proper planning introduction of the family physician in the district is expected to result in improvement of primary care.

Defining the Perception and Experiences of Educational Service Stakeholders

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Soleiman Ahmady

2017-04-01

Full Text Available Background and Purpose: The office of educational services at universities is a very important division and it is necessary for employees to strive towards providing suitable services to students. The quality of educational services has always been a major concern for higher education managers. Interviewing stakeholders and experts increases our understanding of different aspects of the subject in order to create a native model with high performance capability based on existing conditions and the cultural and political infrastructure of our country. Therefore, we aimed to define the perception and experiences of educational service stakeholders.Methods: In this qualitative thematic content analysis that adapted a deductive approach using Graneheim and Lundman’s method. Initially, purposeful sampling was done to identify and select the students (as first level stakeholders studying paramedical majors at one of the medical science universities of the country during the educational year 2015-2016. Altogether, 20 people were interviewed consisting of 6 students, 4 faculty members, 2 student affairs employees, 1 counselor, 2 education officers, and 2 education office managers.Data were analyzed and coded using MAXQDA software.Results: Of the 400 initial codes extracted through data analysis, 336 abstract codes, 48 sub-categories, 20 categories, and 7 themes were obtained. The level of abstraction was different in the categories. The extracted themes were as follows: information gap before and after entering university, the difference between expected and perceived services and factors contributing to expectations, the university’s approach in enhancing service quality, the student and management of educational problems, the system-student interaction in educational planning, and the professors’ responsibilities and performance in enhancing quality, and the role on the university management system in enhancing the quality of services

One Health stakeholder and institutional analysis in Kenya

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Kimani, Tabitha; Ngigi, Margaret; Schelling, Esther; Randolph, Tom

2016-01-01

Introduction One Health (OH) can be considered a complex emerging policy to resolve health issues at the animal–human and environmental interface. It is expected to drive system changes in terms of new formal and informal institutional and organisational arrangements. This study, using Rift Valley fever (RVF) as a zoonotic problem requiring an OH approach, sought to understand the institutionalisation process at national and subnational levels in an early adopting country, Kenya. Materials and methods Social network analysis methodologies were used. Stakeholder roles and relational data were collected at national and subnational levels in 2012. Key informants from stakeholder organisations were interviewed, guided by a checklist. Public sector animal and public health organisations were interviewed first to identify other stakeholders with whom they had financial, information sharing and joint cooperation relationships. Visualisation of the OH social network and relationships were shown in sociograms and mathematical (degree and centrality) characteristics of the network summarised. Results and discussion Thirty-two and 20 stakeholders relevant to OH were identified at national and subnational levels, respectively. Their roles spanned wildlife, livestock, and public health sectors as well as weather prediction. About 50% of national-level stakeholders had made significant progress on OH institutionalisation to an extent that formal coordination structures (zoonoses disease unit and a technical working group) had been created. However, the process had not trickled down to subnational levels although cross-sectoral and sectoral collaborations were identified. The overall binary social network density for the stakeholders showed that 35 and 21% of the possible ties between the RVF and OH stakeholders existed at national and subnational levels, respectively, while public health actors’ collaborations were identified at community/grassroots level. We recommend

Maximizing Federal IT Dollars: A Connection Between IT Investments and Organizational Performance

Science.gov (United States)

2011-04-01

Theory for investments, where diversification of financial assets (stocks, bonds, and cash) is balanced by expected returns and risk (Markowitz, 1952...Stakeholder satisfaction (stakeholder may not pay proportionally for service) Stakeholders Stockholders , owners, market Taxpayers; legislative...Adviser for Off-Campus Programs in the Department of Engineering Manage- ment and Systems Engineering. His current research interests include stochastic

Political Regime and Learning Outcomes of Stakeholder Participation: Cross-National Study of 81 Biosphere Reserves

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Alba Mohedano Roldán

2017-04-01

Full Text Available Stakeholder participation in natural resource management has spread widely, even to nondemocracies, driven by expectations of beneficial outcomes such as multidirectional learning. However, can we expect participation to be equally effective in achieving multidirectional learning in democracies and nondemocracies? Unsurprisingly, previous studies indicate the relevance of power distribution for learning. Higher levels of repression and accumulation of political capital in nondemocracies should limit the distribution of power across stakeholders. Yet, the relationship between political regime, participation, and learning has rarely been studied empirically. I address this gap by analysing multidirectional learning in stakeholder participation in 81 Man and the Biosphere reserves across 35 countries using ordinary least squares regression, Firth logistic regression, and heat maps. The results suggest that the amount of stakeholders sharing knowledge and learning is similar in both regimes. However, a closer analysis reveals differences in the impact different stakeholders have on the learning process. More concretely, local actors share knowledge more often and have a greater impact on stakeholders’ learning in democracies, while state actors display similar behavior across regimes in terms of learning and sharing knowledge. Thus, although there are notable similarities across regimes, multidirectional learning through stakeholder participation is influenced by the political context.

Microfoundations for stakeholder theory: Managing stakeholders with heterogeneous motives

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Bridoux, F.; Stoelhorst, J.W.

2014-01-01

Instrumental stakeholder theory proposes a positive relationship between fairness toward stakeholders and firm performance. Yet, some firms are successful with an arms-length approach to stakeholder management, based on bargaining power rather than fairness. We address this puzzle by relaxing the

The treatment of patients with medically unexplained physical symptoms in China: a study comparing expectations and treatment satisfaction in psychosomatic medicine, biomedicine, and traditional Chinese medicine.

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Fritzsche, Kurt; Xudong, Zhao; Anselm, Kathrin; Kern, Stephanie; Wirsching, Michael; Schaefert, Rainer

2011-01-01

Little is known about treatment for patients with medically unexplained symptoms (MUS) in China. This study investigates the treatment expectations and treatment satisfaction of patients with MUS in psychosomatic medicine, biomedicine, and Traditional Chinese Medicine (TCM). In a cross-sectional survey, n = 96 (10.3%) out of 931 participating patients were screened positive for multiple somatoform symptoms. These patients answered questionnaires concerning symptom duration, number of doctor visits, functional impairment, emotional distress, treatment expectations, treatment satisfaction, and empathy in the consultation. The physicians filled in a questionnaire about applied or recommended treatment. Most of the patients from psychosomatic medicine wanted psychotherapy. In TCM, 55% of the patients had already received TCM treatment and most of them wanted to continue TCM treatment. Patients in biomedicine did not express clear expectations; most of them had had no previous treatment. A combination of treatment methods was most prevalent in biomedicine in comparison to psychosomatic medicine and TCM. The outcome from the patients' point of view was significantly better in TCM than in psychosomatic medicine and biomedicine. Psychosomatic medicine's strength was the empathetic physician-patient interaction. From a biopsychosocial perspective, these results suggest that various treatment approaches with various emphases can be effective depending on the patient's complaints, his illness beliefs, and what the physician offers. The results will be verified in a larger multicenter longitudinal study.

Consumers satisfaction in the energy sector in Kenya

International Nuclear Information System (INIS)

Mutua, John; Ngui, Dianah; Osiolo, Helen; Aligula, Eric; Gachanja, James

2012-01-01

This paper analyzes consumer satisfaction in the energy sector in Kenya to assess the quality and level of service delivery. By use of the European Consumer Satisfaction Index (ECSI), the paper estimates consumer satisfaction in biomass, petroleum, electricity and renewable energy subsectors. The findings are that consumer satisfaction is highest in the renewable energy sub sector at 74.7% followed by petroleum at 62.8%. The electricity sub sector has the lowest consumer satisfaction of 53.06%. Further, it is found that the image of renewable energy providers is also the highest at 72.5% followed by that of petroleum companies at 63.1%. In the electricity sub sector, perceived value scored the highest at 64.2%. The paper concludes that image of a service provider, loyalty of consumers, consumer expectations, perceived value, perceived quality and the way complains are handled are very important factors that determine consumer satisfaction levels. It is recommended that for monitoring and evaluation purposes in the performance of the energy sector, the Energy RegulatoryCommission(ERC) could use the consumer satisfaction index level to evaluate whether the regulatory policies and their implementation are bearing fruit where a high index would be associated with good performance and vice versa. - Highlights: ► The paper estimates consumer satisfaction in biomass, petroleum, electricity and renewable energy subsectors. ► Consumer satisfaction is highest in the renewable energy sub sector at 74.7%. ► The electricity sub sector has the lowest consumer satisfaction of 53.06%. ► Image of renewable energy providers is also the highest at 72.5%. ► Factors explaining consumer satisfaction are; Image, consumers’ loyalty, expectations, perceived value, and perceived quality.

Achieving patient satisfaction: resolving patient complaints.

Science.gov (United States)

Oxler, K F

1997-07-01

Patients demand to be active participants on and partners with the health care team to design their care regimen. Patients bring unique perceptions and expectations and use these to evaluate service quality and satisfaction. If customer satisfaction is not achieved and a patient complaint results, staff must have the skills to respond and launch a service recovery program. Service recovery, when done with style and panache, can retain loyal customers. Achieving patient satisfaction and resolving patient complaints require commitment from top leadership and commitment from providers to dedicate the time to understand their patients' needs.

Physician career satisfaction within specialties

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Kravitz Richard L

2009-09-01

Full Text Available Abstract Background Specialty-specific data on career satisfaction may be useful for understanding physician workforce trends and for counseling medical students about career options. Methods We analyzed cross-sectional data from 6,590 physicians (response rate, 53% in Round 4 (2004-2005 of the Community Tracking Study Physician Survey. The dependent variable ranged from +1 to -1 and measured satisfaction and dissatisfaction with career. Forty-two specialties were analyzed with survey-adjusted linear regressions Results After adjusting for physician, practice, and community characteristics, the following specialties had significantly higher satisfaction levels than family medicine: pediatric emergency medicine (regression coefficient = 0.349; geriatric medicine (0.323; other pediatric subspecialties (0.270; neonatal/prenatal medicine (0.266; internal medicine and pediatrics (combined practice (0.250; pediatrics (0.250; dermatology (0.249;and child and adolescent psychiatry (0.203. The following specialties had significantly lower satisfaction levels than family medicine: neurological surgery (-0.707; pulmonary critical care medicine (-0.273; nephrology (-0.206; and obstetrics and gynecology (-0.188. We also found satisfaction was significantly and positively related to income and employment in a medical school but negatively associated with more than 50 work-hours per-week, being a full-owner of the practice, greater reliance on managed care revenue, and uncontrollable lifestyle. We observed no statistically significant gender differences and no differences between African-Americans and whites. Conclusion Career satisfaction varied across specialties. A number of stakeholders will likely be interested in these findings including physicians in specialties that rank high and low and students contemplating specialty. Our findings regarding "less satisfied" specialties should elicit concern from residency directors and policy makers since they

ORGANIZATION PERFORMANCE AND EMPLOYEE SATISFACTION

OpenAIRE

Milica Jakšiæ, Miloš Jakšiæ

2014-01-01

Employee satisfaction related to their job, possibilities of career development, mechanisms of performance measurement and reward, as remuneration systems are of growing importance. Expectations of highly educated workforce continuously increase, so recruiting and retention of such workers becomes key factor of success for modern companies. Success of companies is expected to change together with employee saticfaction.

Project stakeholder management

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Eskerod, Pernille

2013-01-01

Carrying out a project as planned is not a guarantee for success. Projects may fail because project management does not take the requirements, wishes and concerns of stakeholders sufficiently into account. Projects can only be successful though contributions from stakeholders. And in the end, it is the stakeholders that evaluate whether they find that the project is a success. To manage stakeholders effectively, you need to know your stakeholders, their behaviours and attitudes towards the project. In Project Stakeholder Management, the authors give guidance on how to adopt an analytical and s

Older people, food and satisfaction with life

DEFF Research Database (Denmark)

Dean, Moira; Raats, Monique M.; Grunert, Klaus G.

2009-01-01

This chapter discusses food-related satisfaction with life of older people, identifying some of the determinants and barriers to satisfaction with food-related quality of life, and discusses possible ways of enhancing older people's quality of life in the domain of food. Despite being strongly...... associated with life, and heavily contributing to the quality of life, food has so far been neglected and not much research has been conducted into people's satisfaction with their food-related life and its relationship to overall life satisfaction. As people age, their goals and available resources in terms...... of health, social networks, income and skills change. Changes in resources can be expected to have an impact on satisfaction with life....

Shared Relationship Efficacy of Dyad Can Increase Life Satisfaction in Close Relationships: Multilevel Study

Science.gov (United States)

Ito, Kenichi; Yoshida, Toshikazu

2016-01-01

Characteristics of relationship itself play an important role in determining well-being of individuals who participate in the relationship. We used efficacy expectations mutually shared between close friends or romantic partners as a characteristic of relationship and investigated its impact on their life satisfaction. In Study 1, we conducted a cross-sectional study among 137 pairs of close same-sex friends to test whether the efficacy expectations shared between friends are associated with levels of life satisfaction. In Study 2, we conducted a longitudinal study among 114 heterosexual romantic couples to test predictive validity of the efficacy expectations shared between couples predict levels of life satisfaction 2 month later. In both studies we found a consistent result that as degrees of the efficacy expectations shared between individuals in a relationship increased, the degree of their life satisfaction also increased. Underlying mechanisms that explain how characteristics of relationship itself increase life satisfaction are discussed. PMID:27437946

The Relationship between Grandparent Satisfaction, Meaning, and Generativity

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Thiele, Dianne M.; Whelan, Thomas A.

2008-01-01

This study investigated predictors of grandparent satisfaction. Participants were 149 non-custodial grandparents (100 grandmothers, 49 grandfathers) aged up to 80 years. They completed grandparent satisfaction, meaning, and generativity scales, and indicated levels of weekly childcare contact with grandchildren. As expected, increasing levels of…

Tourists‘ Satisfaction at Trijuginarayan, India: An Importance-Performance Analysis

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Satish Chandra BAGRI

2015-12-01

Full Text Available Satisfaction is an excellent predictor of tourist behaviour as it influences the choice of destination, consumption of products and services, the decision to return and maintain lasting relationships. This paper analyzes the level of tourist satisfaction with destination attributes using the Importance-Performance Analysis (IPA, based on the information obtained from 200 domestic tourists visiting Trijuginarayan, an emerging spiritual and adventure tourist destination located in Garhwal Himalaya in Uttarakhand state of India. The results obtained show that attributes related to tourism product of spiritual and cultural nature, atmosphere and climate, a variety of tourist activities, hospitality and safety are significant factors in determining tourist satisfaction, whereas basic facilities such as accommodation, transportation, tourism infrastructure and hygiene and sanitation at destination are of significant importance in satisfaction evaluation. Findings also reveal that tourists were satisfied with the core products, but were dissatisfied with basic tourist facilities offered at the destination. Based on the results, the paper concludes that tourism stakeholders must outline effective strategies for holistic development and improving performance of attributes in the given destination.

Individual differences in satisfaction with activity-based work environments

NARCIS (Netherlands)

Hoendervanger, Jan; Ernst, Anja F.; Albers, Casper; Mobach, Mark; Van Yperen, Nico W.

2018-01-01

Satisfaction with activity-based work environments (ABW environments) often falls short of expectations, with striking differences among individual workers. A better understanding of these differences may provide clues for optimising satisfaction with ABW environments and associated organisational

How Consumers Respond to Corporate Social Responsibility Initiative: Cause Related Marketing vs Philantrophy

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Lisia Astari Pertiwi

2016-12-01

Full Text Available Increasing in demand of CSR from various stakeholders has caused company’s CSR motives to be more complex. CSR activities are not only founded on the benevolence of corporate agents but also as part of a corporate strategy formulated in pursuit of stakeholder interest. This study investigate whether CSR motives could enhance customer trust and satisfaction. Focus on two CSR initiatives conducted by GrabTaxi (transportation industry and Alfamart (retail industry, the purposes is to demonstrate how two type CSR initiative could delivered perceived motives and create loyalty. Cross-sectional offline and on- line survey was conducted on 175 respondents of GrabTaxi and 192 respondents of Alfamart. Structural Equation Interestingly, even though respondent perceived firm-serving motives (as strategic objectives and reactive motives (as expected by stakeholder, CSR initiative could create trust and satisfaction.Struc- tural Equation Modelling as data analysis to test 5 hypotheses. The results show slightly different in the context of cause-related marketing (GrabTaxi, and philanthropy (Alfamart. Even though all respondents perceived that CSR is motivated by mix motives (benevolent and strategic, how these motives influence trust, satisfaction, and further loyalty are different. Two-type of CSR initiative ie Cause Related Market- ing (CrM and philanthropy can provide firm-serving motive, public serving motive and reactive motive. These motives could encourage trust and satisfaction through path motive-trust-satisfaction (directly or indirectly through trust-customer loyalty. Interestingly, even though respondent perceived firm-serving motives (as strategic objectives and reactive motives (as expected by stakeholder, CSR initiative could create trust and satisfaction.

Angler satisfaction in South Dakota

Science.gov (United States)

Henderson, Kjetil R.; Gigliotti, Larry M.

2015-01-01

Many industries use satisfaction measures to evaluate performance. The South Dakota Department of Game, Fish and Parks identified satisfaction as one of their performance measures for evaluating fishing in South Dakota. In fisheries management, the perspectives’ of license buyers are valuable to determine if management activities are providing the benefits anticipated by biologists. Surveys of South Dakota anglers are conducted to better understand licensees in order to promote satisfying angling experiences. Internet surveys were distributed to all license buyers providing email addresses in 2011 and 2012. Angler satisfaction was analyzed by angler type (demographics and fishing characteristics) to further clarify performance measures. Most anglers (> 70%) were satisfied with their angling experiences. Nonresidents expressed higher levels of satisfaction with fishing in South Dakota in 2011 and 2012 than residents. Anglers’ rating of fishing quality was more strongly correlated with satisfaction than their reported number of fish harvested, which suggests that strategies to influence angler perceptions and expectations can also be employed to influence satisfaction (in addition to techniques influencing fish populations). This research further integrates sociological data into South Dakota fisheries management processes.

Inside the volcanic boiler room: knowledge exchange among stakeholders of volcanic unrest

Science.gov (United States)

Gottsmann, Joachim; Christie, Ryerson; Bretton, Richard

2014-05-01

The knowledge of the causative links between subsurface processes, resulting monitoring signals and imminent eruption is incomplete. As a consequence, hazard assessment and risk mitigation strategies are subject to uncertainty. Discussion of unrest and pre-eruptive scenarios with uncertain outcomes are central during the discourse between a variety of stakeholders in volcanic unrest including scientists, emergency managers, policy makers and the public. Drawing from research within the EC FP7 VUELCO project, we argue that knowledge exchange amongst the different stakeholders of volcanic unrest evolves along three dimensions: 1) the identification of knowledge holders (including local communities) and their needs and expectations, 2) vehicles of communication and 3) trust. In preparing products that feed into risk assessment and management, scientists need to ensure that their deliverables are timely, accurate, clear, understandable and cater to the expectations of emergency managers. The means and content of communication amongst stakeholders need to be defined and adhered to. Finally, efficient and effective interaction between stakeholders is ideally based on mutual trust between those that generate knowledge and those that receive knowledge. For scientists, this entails contextualising volcanic hazard and risk in the framework of environmental and social values. Periods of volcanic quiescence are ideally suited to test established protocols of engagement between stakeholders in preparation for crises situations. The different roles of stakeholders and associated rules of engagement can be scrutinised and reviewed in antecessum rather than ad-hoc during a crisis situation to avoid issues related to distrust, loss of credibility and overall poor risk management. We will discuss these themes drawing from exploitation of research results from Mexico and Ecuador.

Relational Expectancy Fulfillment as an Explanatory Variable for Distinguishing Couple Types.

Science.gov (United States)

Kelley, Douglas L.

1999-01-01

Examines the differences in marital satisfaction across couple type. Indicates that traditional couple types generally reported more expectancy fulfillment and relational satisfaction than did other couple types. Suggests that "separates" experienced more negative violations than did other couple types. (CR)

Physician Assistant Job Satisfaction: A Narrative Review of Empirical Research.

Science.gov (United States)

Hooker, Roderick S; Kuilman, Luppo; Everett, Christine M

2015-12-01

To examine physician assistant (PA) job satisfaction and identify factors predicting job satisfaction and identify areas of needed research. With a global PA movement underway and a half-century in development, the empirical basis for informing employers of approaches to improve job satisfaction has not received a careful review. A narrative review of empirical research was undertaken to inform stakeholders about PA employment with a goal of improved management. The a priori criteria included published studies that asked PAs about job satisfaction. Articles addressing PA job satisfaction, written in English, were reviewed and categorized according to the Job Characteristics Model. Of 68 publications reviewed, 29 met criteria and were categorized in a Job Characteristics Model. Most studies report a high degree of job satisfaction when autonomy, income, patient responsibility, physician support, and career advancement opportunities are surveyed. Age, sex, specialty, and occupational background are needed to understand the effect on job satisfaction. Quality of studies varies widely. Employers may want to examine their relationships with PAs periodically. The factors of job satisfaction may assist policymakers and health administrators in creating welcoming professional employment environments. The main limitation: no study comprehensively evaluated all the antecedents of job satisfaction. PAs seem to experience job satisfaction supported by low attrition rates and competitive wages. Contributing factors are autonomy, experienced responsibility, pay, and supportive supervising physician. A number of intrinsic rewards derived from the performance of the job within the social environment, along with extrinsic rewards, may contribute to overall job satisfaction. PA job satisfaction research is underdeveloped; investigations should include longitudinal studies, cohort analyses, and economic determinants.

A stakeholder-driven approach to improve the informed consent process for palliative chemotherapy.

Science.gov (United States)

Enzinger, Andrea C; Wind, Jennifer K; Frank, Elizabeth; McCleary, Nadine J; Porter, Laura; Cushing, Heather; Abbott, Caroline; Cronin, Christine; Enzinger, Peter C; Meropol, Neal J; Schrag, Deborah

2017-08-01

Patients often anticipate cure from palliative chemotherapy. Better resources are needed to convey its risks and benefits. We describe the stakeholder-driven development and acceptability testing of a prototype video and companion booklet supporting informed consent (IC) for a common palliative chemotherapy regimen. Our multidisciplinary team (researchers, advocates, clinicians) employed a multistep process of content development, production, critical evaluation, and iterative revisions. Patient/clinician stakeholders were engaged throughout using stakeholder advisory panels, featuring their voices within the intervention, conducting surveys and qualitative interviews. A national panel of 57 patient advocates, and 25 oncologists from nine US practices critiqued the intervention and rated its clarity, accuracy, balance, tone, and utility. Participants also reported satisfaction with existing chemotherapy IC materials. Few oncologists (5/25, 20%) or advocates (10/22, 45%) were satisfied with existing IC materials. In contrast, most rated our intervention highly, with 89-96% agreeing it would be useful and promote informed decisions. Patient voices were considered a key strength. Every oncologist indicated they would use the intervention regularly. Our intervention was acceptable to advocates and oncologists. A randomized trial is evaluating its impact on the chemotherapy IC process. Stakeholder-driven methods can be valuable for developing patient educational interventions. Copyright © 2017 Elsevier B.V. All rights reserved.

Compensating need satisfaction across life boundaries

DEFF Research Database (Denmark)

Hewett, Rebecca; Haun, Verena; Demerouti, Evangelia

2017-01-01

Self-determination theory suggests that satisfaction of an individual's basic psychological needs (for competence, autonomy, and relatedness) is a key for well-being. This has gained empirical support in multiple life domains, but little is known about the way that need satisfaction interacts...... between work and home. Drawing from ideas of work–home compensation, we expect that the benefits of need satisfaction in the home domain are reduced when needs are satisfied in the work domain. We tested this hypothesis with a daily diary study involving 91 workers. Results showed that individuals...... particularly benefit from satisfaction of their need for competence in the home domain when it is not satisfied during the working day. No such interactions were found between the needs for autonomy or relatedness. Our study highlights that the interaction of need satisfaction across domains represents...

Existing and Expected Service Quality of Grameenphone Users in Bangladesh

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Azmat Ullah

2015-12-01

Full Text Available The Grameenphone (GP is a market leader in the telecommunication industry in Bangladesh. This study investigates the existing and expected service quality of Grameenphone users in Bangladesh. The Study reveals that there are significant gap between existing and expected perceived service network, 3G, customer care, physical facilities, billing cost, information service, mobile banking and GP offers. The study concludes that customer satisfaction is a dynamic phenomenon. Maintaining desired level of customer satisfaction requires corporate proactive responsiveness in accessing, building & retaining satisfied customers for sustainable competitive advantages in the marketplace.

Individual cognitions as antecedents of emotional competence and job satisfaction

OpenAIRE

Spörrle, Matthias; Welpe, Isabell

2005-01-01

A model linking cognitions to emotional competence is presented and tested. The model is based on the four domains of Emotional Intelligence (Goleman, 2002) and on the theoretical framework of Rational-Emotive-Behavior Therapy (Ellis, 1962, 1994). In this respect, we expect irrational beliefs to be negatively associated with both emotional competence and job satisfaction. Furthermore, we expect emotional competence to be positively associated with job satisfaction. Additionally, it is propose...

THE LINK BETWEEN STUDENTS' SATISFACTION WITH FACULTY, OVERALL STUDENTS' SATISFACTION WITH STUDENT LIFE AND STUDENT PERFORMANCES

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Zoran Mihanović

2016-03-01

Full Text Available Customer satisfaction has long been recognized as a central concept of all business activities. Satisfaction can serve as an indicator of success of the company, both in the past and present, as well as an indicator of future performance. High quality service to students is a prerequisite of maintaining competitiveness in the market of higher education. A relationship that is created between the expectations of students and their satisfaction with the quality of service that provides educational institution plays an important role in shaping the reputation of academic institutions. Academic institutions are becoming aware of the importance of student satisfaction, because satisfaction positively influences their decision to continue their education at this institution, and the positive word of mouth that will attract prospective students. Satisfaction will affect student motivation, and therefore their performance. This paper provides insight into the marketing aspects of customer satisfaction, primarily insight into the satisfaction of students in the educational sector. The aim is to establish the influence of satisfaction various factors related to the university and higher education to the satisfaction of student life, and does student life satisfaction affect the overall happiness and student performance. The research was conducted on the student population of the University of Split, on a sample of 191 respondents. The research was conducted with the help of online survey questionnaire. The claim that student’s satisfactions with housing affect the satisfaction with the quality of student life is rejected. The results confirmed that the student’s satisfaction with university contents, university bodies and services, teaching, teaching methods and academic reputation affects the satisfaction of student life and student life satisfaction affect the student performance.

Stakeholder analysis in the portuguese artificial reef context: winners and losers

Directory of Open Access Journals (Sweden)

Jorge Ramos

2011-01-01

Full Text Available In this stakeholder analysis related to the artificial reef (AR program located in the Algarve (Southern Portugal mainland 21 different stakeholder clusters were identified. Stakeholders were classified as primary, secondary and external. It was found that stakeholder interaction with the structures can be of private, public or cooperative interest. In the analysis there were also identified and mapped the impact of the program on stakeholders and their power to influence the ARs' outcomes. Stakeholders' interactions with the ARs were studied, along with their likely attitudes and behavior towards the man-made structures. Finally, all stakeholder clusters were classified according to their expected degree of involvement throughout the different AR stages. The purpose of this stakeholder analysis was to find out winners and losers connected with the reef deployment. It was found that most stakeholder clusters were affected positively, but also four clusters affected negatively. However, it is believed that those that may be affected negatively do not pose a serious threat to the expected AR development along its lifetime.Nesta análise de intervenientes relativa ao programa de recifes artificiais (RAs localizado na costa do Algarve (Sul de Portugal continental foram identificados 21 grupos de atores distintos. Os intervenientes foram classificados em 3 grupos: primários, secundários e externos. Verificou-se que o interesse dos intervenientes face às estruturas recifais (interação pode ser do tipo privado, público ou cooperativo. Na análise foram identificados os impactos do projeto sobre os intervenientes e o poder destes para influenciar os resultados do programa recifal. Foram definidas quais as interações e possíveis atitudes e comportamento dos intervenientes em relação aos RAs. Finalmente, todos os grupos de intervenientes foram classificados de acordo com o grau de envolvimento esperado ao longo das diferentes fases do programa

Analysis of Student Satisfaction Toward Quality of Service Facility

Science.gov (United States)

Napitupulu, D.; Rahim, R.; Abdullah, D.; Setiawan, MI; Abdillah, LA; Ahmar, AS; Simarmata, J.; Hidayat, R.; Nurdiyanto, H.; Pranolo, A.

2018-01-01

The development of higher education is very rapid rise to the tight competition both public universities and private colleges. XYZ University realized to win the competition, required continuous quality improvement, including the quality of existing service facilities. Amenities quality services is believed to support the success of the learning activities and improve user satisfaction. This study aims to determine the extent to which the quality of the services effect on user satisfaction. The research method used is survey-based questionnaire that measure perception and expectation. The results showed a gap between perception and expectations of the respondents have a negative value for each item. This means XYZ service facility at the university is not currently meet the expectations of society members. Three service facility that has the lowest index is based on the perception of respondents is a laboratory (2.56), computer and multimedia (2.63) as well as wifi network (2.99). The magnitude of the correlation between satisfaction with the quality of service facilities is 0.725 which means a strong and positive relationship. The influence of the quality of service facilities to the satisfaction of the students is 0.525 meaning that the variable quality of the services facility can explain 52.5% of the variable satisfaction. The study provided recommendations for improvements to enhance the quality of services facility at the XYZ university facilities.

Stakeholders' Perspectives About and Priorities for Economic Evaluation of Health and Safety Programs in Healthcare.

Science.gov (United States)

Tompa, Emile; de Boer, Henriette; Macdonald, Sara; Alamgir, Hasanat; Koehoorn, Mieke; Guzman, Jaime

2016-04-01

This study identified and prioritized resources and outcomes that should be considered in more comprehensive and scientifically rigorous health and safety economic evaluations according to healthcare sector stakeholders. A literature review and stakeholder interviews identified candidate resources and outcomes and then a Delphi panel ranked them. According to the panel, the top five resources were (a) health and safety staff time; (b) training workers; (c) program planning, promotion, and evaluation costs; (d) equipment purchases and upgrades; and (e) administration costs. The top five outcomes were (a) number of injuries, illnesses, and general sickness absences; (b) safety climate; (c) days lost due to injuries, illnesses, and general sickness absences; (d) job satisfaction and engagement; and (e) quality of care and patient safety. These findings emphasize stakeholders' stated priorities and are useful as a benchmark for assessing the quality of health and safety economic evaluations and the comprehensiveness of these findings. © 2016 The Author(s).

Nuclear regulatory organisations: Learning from stakeholders to enhance communication

International Nuclear Information System (INIS)

Lorin, Aurelie

2015-01-01

Since its creation 15 years ago, the NEA Committee on Nuclear Regulatory Activities (CNRA) Working Group on Public Communication of Nuclear Regulatory Organisations (WGPC) has been addressing a broad range of communication issues, with two reports recently issued on Nuclear Regulatory Organisations, the Internet and Social Media: The What, How and Why of Their Use as Communication Tools and on Nuclear Regulatory Organisations and Communication Strategies. After the Fukushima Daiichi nuclear power plant accident in 2011, nuclear regulatory organisations around the world reaffirmed the need to strengthen stakeholder outreach and communication, and to create more robust avenues for stakeholder involvement in regulatory matters. The WGPC proposed a means for stakeholders to play a more active role in the group by holding one-day workshops in conjunction with regular meetings. These workshops offer a platform for stakeholder exchange with communication experts from nuclear regulatory organisations (NROs). The objective is to stimulate co-operation and improve communication by better understanding stakeholder perceptions, needs and expectations, and by discussing how to use traditional and social media more effectively. While nuclear regulatory organisations may have a common willingness to improve their communication methods and to build constructive relationships with stakeholders, every country has its own practices and cultural background, and thus its own challenges. Following the first workshop in Paris, which brought together European stakeholders, and the second in North America, the NEA is now organising a third workshop in Asia (Japan) to be held in April 2016. This third workshop will enable the NEA to gather stakeholder views from a third continent. A report on the workshops' findings will be issued after the completion of this third workshop, thus giving a broader idea of how to improve the overall communication methods of nuclear regulatory

Midwifery at the crossroads in Estonia: attitudes of midwives and other key stakeholders

DEFF Research Database (Denmark)

Lazarus, Jeffrey V; Rasch, Vibeke; Liljestrand, Jerker

2005-01-01

were obtained by sending a 32-question questionnaire, based on an agenda developed through semistructured interviews, to all midwives in Estonia. A nominal group technique was employed with key stakeholders to determine the extent of their agreement with the questionnaire's major findings. RESULTS......: The response rate to the questionnaire was 75%. There was no significant association between work satisfaction and independent variables of age, ethnicity, work abroad, increased responsibility, and involvement in postpartum care and counseling. There was, however, a significant association between work...... satisfaction and salary. The group process revealed that although there is no agreement on the role of family doctors and midwives in antenatal care, there is a general agreement that midwives should be more involved in postpartum care and that their tasks need to be better defined. CONCLUSIONS: Almost half...

Maslow and the motivation hierarchy: measuring satisfaction of the needs.

Science.gov (United States)

Taormina, Robert J; Gao, Jennifer H

2013-01-01

For each of the 5 needs in Maslow's motivational hierarchy (physiological, safety-security, belongingness, esteem, and self-actualization), operational definitions were developed from Maslow's theory of motivation. New measures were created based on the operational definitions (1) to assess the satisfaction of each need, (2) to assess their expected correlations (a) with each of the other needs and (b) with four social and personality measures (i.e., family support, traditional values, anxiety/worry, and life satisfaction), and (3) to test the ability of the satisfaction level of each need to statistically predict the satisfaction level of the next higher-level need. Psychometric tests of the scales conducted on questionnaire results from 386 adult respondents from the general population lent strong support for the validity and reliability of all 5 needs measures. Significant positive correlations among the scales were also found; that is, the more each lower-level need was satisfied, the more the next higher-level need was satisfied. Additionally, as predicted, family support, traditional values, and life satisfaction had significant positive correlations with the satisfaction of all 5 needs, and the anxiety/worry facet of neuroticism had significant negative correlations with the satisfaction of all the needs. Multiple regression analyses revealed that the satisfaction of each higher-level need was statistically predicted by the satisfaction of the need immediately below it in the hierarchy, as expected from Maslow's theory.

Green Campus initiative and its impacts on quality of life of stakeholders in Green and Non-Green Campus universities.

Science.gov (United States)

Tiyarattanachai, Ronnachai; Hollmann, Nicholas M

2016-01-01

In 2010, Universitas Indonesia (UI) developed the UI GreenMetric World University Ranking for universities to share information about their sustainability practices. This ranking system was well aligned with the basis of Sustainability for Higher Education. The scoring system can also be used as a guideline for universities to achieve sustainability in their campuses. Since its first launch, more universities around the world have increasingly participated in the ranking system including many universities in Thailand. This study compared perception of stakeholders in Green Campus and Non-Green Campus universities in Thailand regarding stakeholders' satisfaction on sustainability practices and perceived quality of life at their campuses. The results showed that stakeholders at the studied Green Campus University were more satisfied and had significantly better perceived quality of life compared to stakeholders from the studied Non-Green Campus university. The results suggested that universities should adopt the criteria set in the UI GreenMetric World University Ranking to achieve better sustainability in their campuses and improve quality of life of their stakeholders.

Measurement of Leisure Traveler’s Satisfaction: Evidence From North Cyprus Hotels

OpenAIRE

Jahani, Kourosh

2014-01-01

ABSTRACT: This research aims to measure tourist satisfaction in five stars hotels in North Cyprus using American Customer Satisfaction Index. American Customer Satisfaction Index (ACSI) is comprehensive model that includes six variables, namely, perceived quality, perceived value, customer expectations, customer satisfaction, customer loyalty and customer complaints. As previous scholars proposed as future research direction, international and national tourists are selected in sample of the s...

Identification of stakeholder perspectives on future flood management in the Rhine basin using Q methodology

Science.gov (United States)

Raadgever, G. T.; Mostert, E.; van de Giesen, N. C.

2008-08-01

This article identifies different stakeholder perspectives on future flood management in the downstream parts of the Rhine basin in Germany and The Netherlands. The perspectives were identified using Q methodology, which proved to be a good, but time-intensive, method for eliciting and analyzing stakeholder perspectives in a structured and unbiased way. Three shared perspectives were found: A) "Anticipation and institutions", B) "Space for flooding" and C) "Knowledge and engineering". These three perspectives share a central concern for the provision of safety against flooding, but disagree on the expected autonomous developments and the preferred measures. In perspective A, the expected climate change and economic growth call for fast action. To deal with the increasing flood risk, mostly institutional measures are proposed, such as the development of a stronger basin commission. In perspective B, an increasing spatial pressure on the river area is expected, and the proposed measures are focused on mitigating damage, e.g., through controlled flooding and compartmentalization. In perspective C, the role of expert knowledge and technological improvements is emphasized. Preferred strategies include strengthening the dikes and differentiation of safety standards. An overview of stakeholder perspectives can be useful in natural resources management for 1) setting the research agenda, 2) identifying differences in values and interests that need to be discussed, 3) creating awareness among a broad range of stakeholders, and 4) developing scenarios.

HOW CONTEXT AFFECTS COUPLE SATISFACTION?

Directory of Open Access Journals (Sweden)

Rozzana Sánchez-Aragón

2012-12-01

Full Text Available There are few studies that focus on the influence that contextual aspects have in marital satisfaction (Meléndez, Aleixandre,& Saez, 1993.However, nowadays the reasons for a divorce are related to the actual social situation (Khalfani-Cox, 2009. Thus, the aim of this study is to identify contextual aspects that are associ-ated with marital satisfaction; in order to accomplish this objective, we conducted two studies. The purpose of the first study was to identify recent context aspects that influence marital satisfaction throughout an open question, which was ap-plied to 131 people. The results indicate that the dimensions of economic, labor time, home safety, stress in the environment, and the place where they live influ-ence marital satisfaction. In the second study, based on the information obtained previously, we formed indicators that were applied together with a scale of mari-tal satisfaction to105 couples. The results show that the context is closely related to marital satisfaction. In addition, the results determine that men give greater importance to the economic and employment situation than women do. Overall, this study indicates that sex differences prove that the roles and cultural expecta-tions have remained in the dynamics of the relationship and thus influence the assessment of marital satisfaction.

Patient (customer) expectations in hospitals.

Science.gov (United States)

Bostan, Sedat; Acuner, Taner; Yilmaz, Gökhan

2007-06-01

The expectations of patient are one of the determining factors of healthcare service. The purpose of this study is to measure the Patients' Expectations, based on Patient's Rights. This study was done with Likert-Survey in Trabzon population. The analyses showed that the level of the expectations of the patient was high on the factor of receiving information and at an acceptable level on the other factors. Statistical meaningfulness was determined between age, sex, education, health insurance, and the income of the family and the expectations of the patients (pstudy, the current legal regulations have higher standards than the expectations of the patients. The reason that the satisfaction of the patients high level is interpreted due to the fact that the level of the expectation is low. It is suggested that the educational and public awareness studies on the patients' rights must be done in order to increase the expectations of the patients.

School Environment and Satisfaction with Schooling among Primary School Pupils in Ondo State, Nigeria

Science.gov (United States)

Aina, Stephen Ileoye

2015-01-01

Modern school environments put emphasis on adequate and qualitative facilities to promote conducive teaching and learning environments, the deplorable conditions of the primary schools has become worrisome to the state government and education stakeholders. The study investigated the school environment and pupils' satisfaction with schooling in…

Social cognitive predictors of first- and non-first-generation college students' academic and life satisfaction.

Science.gov (United States)

Garriott, Patton O; Hudyma, Aaron; Keene, Chesleigh; Santiago, Dana

2015-04-01

The present study tested Lent's (2004) social-cognitive model of normative well-being in a sample (N = 414) of first- and non-first-generation college students. A model depicting relationships between: positive affect, environmental supports, college self-efficacy, college outcome expectations, academic progress, academic satisfaction, and life satisfaction was examined using structural equation modeling. The moderating roles of perceived importance of attending college and intrinsic goal motivation were also explored. Results suggested the hypothesized model provided an adequate fit to the data while hypothesized relationships in the model were partially supported. Environmental supports predicted college self-efficacy, college outcome expectations, and academic satisfaction. Furthermore, college self-efficacy predicted academic progress while college outcome expectations predicted academic satisfaction. Academic satisfaction, but not academic progress predicted life satisfaction. The structural model explained 44% of the variance in academic progress, 56% of the variance in academic satisfaction, and 28% of the variance in life satisfaction. Mediation analyses indicated several significant indirect effects between variables in the model while moderation analyses revealed a 3-way interaction between academic satisfaction, intrinsic motivation for attending college, and first-generation college student status on life satisfaction. Results are discussed in terms of applying the normative model of well-being to promote first- and non-first-generation college students' academic and life satisfaction. (c) 2015 APA, all rights reserved).

Use of SERVQUAL to assess clinicians' satisfaction with the blood transfusion service.

Science.gov (United States)

Raspollini, E; Pappalettera, M; Riccardi, D; Parravicini, A; Sestili, S; Rebulla, P; Sirchia, G

1997-01-01

Limited information is available on the level of satisfaction of clinicians with services delivered by blood banks. The purpose of this study was to evaluate the satisfaction of clinicians with our blood transfusion service. We prepared a questionnaire based on SERVQUAL, a method used to measure customers' appreciation of quality of service, by assessing the gap between perceived and expected quality. The questionnaire consisted of 14 items grouped according to five dimensions of quality of service: assurance, empathy, responsiveness, reliability, tangibles. Clinicians were asked to give two scores on a scale from 1 to 7 for each item, score (e) representing what they expected from an 'excellent' service, score (r) how they graded the service received. We considered wide differences in scores of service expectation and receipt for a question to be indicative of either service above expected levels (r > e) or service below expectation (r SERVQUAL was useful to gather information on the level of clinicians' satisfaction with our transfusion service.

Relationships Between Expectations and Life and Job Satisfaction

National Research Council Canada - National Science Library

Baker, Herbert

1998-01-01

.... For the job seeker, the expectations may be as clear as the money that will be earned and the training that will be received, as vague as wanting "good opportunity for advancement" or as difficult...

A Comprehensive Expectancy Motivation Model: Implications for Adult Education and Training.

Science.gov (United States)

Howard, Kenneth W.

1989-01-01

The Comprehensive Expectancy Motivation Model is based on valence-instrumentality-expectancy theory. It describes expectancy motivation as part of a larger process that includes past experience, motivation, effort, performance, reward, and need satisfaction. The model has significant implications for the design, marketing, and delivery of adult…

Learning and teaching in the regional learning environment : enabling students and teachers to cross boundaries in multi-stakeholder practices

NARCIS (Netherlands)

Oonk, Carla

2016-01-01

Finding solutions for complex societal problems requires cross-boundary collaboration between multiple stakeholders who represent various practices, disciplines and perspectives. The authentic, multi-stakeholder Regional Learning Environment (RLE) is expected to develop higher education students’

Knee arthroplasty: are patients' expectations fulfilled?

DEFF Research Database (Denmark)

Nilsdotter, Anna K; Toksvig-Larsen, Sören; Roos, Ewa

2009-01-01

to pain and physical function after knee arthroplasty. PATIENTS AND METHODS: 102 patients (39 men) with knee osteoarthritis and who were assigned for TKR (mean age 71 (51-86) years) were investigated with KOOS, SF-36, and additional questions concerning physical activity level, expectations, satisfaction...

Performance Evaluations and Victim Satisfaction With State Compensation for Violent Crime: A Prospective Study.

Science.gov (United States)

Kunst, M J J; Koster, N N; Van Heugten, J

2015-07-29

Satisfaction with a particular good or service represents an affective state in response to an individual's evaluation of the performance of that good or service. This evaluation involves a comparison between perceived actual performance and prior expectations. The current study used this theoretical idea to study violent crime victims' levels of satisfaction with services provided by a Dutch state compensation scheme. One hundred and seventy-seven victims of violent crime who had applied for compensation from the Dutch Violent Offences Compensation Fund (DVOCF) participated in two brief telephone interviews: one before receipt of the fund's decision upon their request for compensation and one after receipt of that decision. Based on the theories of distributive and procedural justice, measurement of prior expectations was differentiated in expectations about receipt of compensation, treatment by fund workers, and information provision. Results suggested that satisfaction with the DVOCF depended on fulfillment of expectations about treatment by fund workers and information provision, but not on fulfillment of expectations about receipt of compensation. Other predictors of victim satisfaction were as follows: duration of the application procedure, approval upon request for compensation, and satisfaction assessed during the first interview. Results were discussed in light of theory, policy implications, study limitations, and future research. © The Author(s) 2015.

Summary of stakeholder engagement session of WPDD topical session on stakeholder involvement in decommissioning projects - November 14, 2005

International Nuclear Information System (INIS)

Chandler, Steve

2006-01-01

as important as technical rigour in these documents. The Italian presentation mentioned setting up a bilateral agreement on monitoring with local authorities. This seems like a step in the right direction, but the FSC would recommend far more than that to build public confidence. Today the public expects to be directly involved in decision making on major issues that affect them, not just via elected representatives. As I mentioned in my presentation on the situation in the UK, it is also important not to raise unrealistic expectations of how much the public can influence our decisions. In much UK legislation, decisions can only be made on a strictly technical basis and the opportunity for public influence is very limited. The presentation by EDF highlighted another vital requirement for successful stakeholder engagement. That is a disciplined, project based approach within the leading organizations. If stakeholder engagement is not meticulously planned it will flat on its face, as people will be given different messages at different times. So it is very important that this disciplined approach includes both local and national players to ensure consistency. Finally, the presentation from Germany mentioned the stepwise approach to decision making. This is very much in line with FSC recommendations. It is important that stakeholders are involved right from the start of the process, and not just in the final site selection stage. The steps involved in reaching a decision must be transparent and the opportunity for stakeholder involvement in each one needs to be clear. If the legal and procedural framework incorporate this stepwise approach explicitly it is a great help for stakeholder participation

Divergent stakeholder views of corporate social responsibility in the Australian forest plantation sector.

Science.gov (United States)

Gordon, Melissa; Lockwood, Michael; Vanclay, Frank; Hanson, Dallas; Schirmer, Jacki

2012-12-30

Although the Australian forest plantation industry acknowledges that there is a role for corporate social responsibility (CSR) in forest management, there is confusion as to what this constitutes in practice. This paper describes the conflicts between internal and external stakeholder views on CSR in plantation forestry. We conducted in-depth interviews with key informants across three plantation management regions in Australia: Tasmania, the Green Triangle and south-west Western Australia. We interviewed a range of stakeholders including forest company employees, local councils, Indigenous representatives, and environmental non-government organisations. CSR-related initiatives that stakeholders believed were important for plantation management included the need for community engagement, accountability towards stakeholders, and contribution to community development and well-being. Although there was wide support for these initiatives, some stakeholders were not satisfied that forest companies were actively implementing them. Due to the perception that forest companies are not committed to CSR initiatives such as community engagement, some stakeholder expectations are not being satisfied. Copyright © 2012 Elsevier Ltd. All rights reserved.

Retail clinics versus traditional primary care: Employee satisfaction guaranteed?

Science.gov (United States)

Lelli, Vanessa R; Hickman, Ronald L; Savrin, Carol L; Peterson, Rachel A

2015-09-01

To examine if differences exist in the levels of autonomy and job satisfaction among primary care nurse practitioners (NPs) employed in retail clinics versus traditional primary care settings. Data were collected from 310 primary care NPs who attended the American Association of NP's 28th Annual Conference in June 2013. Participants completed a demographic form, the Misener NP Job Satisfaction Scale, and the Dempster Practice Behavior Scale. Overall, there were no differences in job satisfaction or autonomy among NPs by practice setting. Retail NPs felt less valued and were less satisfied with social interaction, but more satisfied with benefits compared to NPs in traditional settings. NPs working in retail clinics were less likely to have intentions to leave current position compared to NPs in traditional practice settings. The results of this study enhance our current understanding of the linkages between levels of autonomy, job satisfaction, and practice setting among primary care NPs. The findings of this descriptive study offer valuable insights for stakeholders devoted to the development of the primary care workforce and identify modifiable factors that may influence retention and turnover rates among NPs. ©2015 American Association of Nurse Practitioners.

The development of the Patient Expectations of Shoulder Surgery survey

NARCIS (Netherlands)

Koorevaar, Rinco C T; Haanstra, Tsjitske; Van't Riet, Esther; Lambers Heerspink, Okke F O; Bulstra, Sjoerd K

2017-01-01

BACKGROUND: Patient satisfaction after a surgical procedure is dependent on meeting preoperative expectations. There is currently no patient expectations survey available for patients undergoing shoulder surgery that is validated, reliable, and easy to use in daily practice. The aim of this study

Multi-stakeholder Virtual Dialogue

DEFF Research Database (Denmark)

Kornum, Niels; Mühlbacher, Hans

2013-01-01

This article introduces the special issue on multi-stakeholder virtual dialogue. Research as well as managerial practice in marketing has traditionally focused on single stakeholders and a one-way communication perspective. This special issue takes a novel approach by directing attention...... success. While marketing literature increasingly recognizes that divers stakeholders have an impact on a company''s success, little is known about how virtual multi-stakeholder dialogue changes marketing research and management. This special issue provides insights on what roles stakeholders may play...... to the simultaneous interaction with and of a variety of stakeholders and the fact that customers and other stakeholders of a company can take the initiative to that interaction. Stakeholders can launch a discussion, spread news, participate in value creation, can heavily influence each other and a company''s market...

Stakeholder Involvement in Tourism Destination Development: A Case of Dunga Beach and Wetland, Kisumu County, Kenya

Directory of Open Access Journals (Sweden)

Joshua Otieno Wanga

2014-09-01

In Kenya, Tourism is the second largest source of foreign exchange revenue following agriculture; it however, faces numerous challenges sustainability due the complex nature of tourism destinations. Tourism destinations are complex and dynamic systems that involve various stakeholders each with different understanding of same tourism system. These different perceptions can be tapped to develop a common tourism model that helps achieve the overall sustainable tourism development objective of a given destination. This paper describes participatory systems approach to develop a shared understanding amongst stakeholders of the tourism system in Dunga Beach and Wetland, in Kisumu County, Kenya. The process includes the development of a systems model that represents a holistic understanding of the interconnectedness and relationships between the various components that impact on sustainable development of tourism in Dunga. The model is intended for use as a framework for enhancing ecotourism experiences by stakeholders who are ecotourism experience providers in Dunga for the satisfaction of tourists in Dunga beach and wetland.

Stakeholder Evaluation for Canaan Valley National Wildlife Refuge: Completion Report

Science.gov (United States)

Sexton, Natalie R.; Burkardt, Nina; Swann, Margaret Earlene; Stewart, Susan C.

2009-01-01

The National Wildlife Refuge System, managed by the U.S. Fish and Wildlife Service (FWS), is the largest system of public lands in the world dedicated to wildlife conservation. There are over 545 national wildlife refuges nationwide, encompassing 95 million acres. As part of the National Wildlife Refuge System Improvement Act of 1997, each refuge is developing 15-year comprehensive conservation plans (CCPs). Each CCP describes a vision and desired future condition for the refuge and outlines goals, objectives, and management strategies for each refuge's habitat and visitor service programs. The CCP process for Canaan Valley National Wildlife Refuge (Refuge) in Davis, West Virginia was initiated in 2006. This planning process provides a unique opportunity for public input and involvement. Public involvement is an important part of the CCP process. Participation by parties with a stake in the resource (stakeholders) has the potential to increase understanding and support and reduce conflicts. Additionally, meaningful public participation in a decision process may increase trust and provide satisfaction in terms of both process and outcome for management and the public. Public meetings are a common way to obtain input from community members, visitors, and potential visitors. An 'Issues Workbook' is another tool the FWS uses to obtain public input and participation early in the planning process. Sometimes, however, these traditional methods do not capture the full range of perspectives that exist. A stakeholder evaluation is a way to more fully understand community preferences and opinions related to key topics in refuge planning. It can also help refuge staff understand how changes in management affect individuals in terms of their preference for services and experiences. Secondarily, a process such as this can address 'social goals' such as fostering trust in regulating agencies and reducing conflict among stakeholders. As part of the CCP planning effort at Canaan

Comparison of students' foodservice satisfaction between Korea and US

OpenAIRE

Jeong, Eunkyung; Chun, Youngah; Joo, Nami; Yoon, Ji-young

2013-01-01

This study analyzes important factors of foodservice in school through comparison of students' satisfaction of using foodservice in Korea and US in order to meet students' expectations. The survey was composed of 4 categories including menu, service, hygiene, and facility and it was carried out in both countries to evaluate satisfaction. First, comparison of satisfaction between two countries was made using t-test. Secondly, multiple regression was performed to identify factors affecting sati...

Graduate radiographers' expectations for role development - The potential impact of misalignment of expectation and valence on staff retention and service provision

International Nuclear Information System (INIS)

Williamson, Keren; Mundy, Lynn A.

2010-01-01

Purpose: The purpose of this study was to investigate the role development expectations of graduate radiographers with a view to predicting the potential impact of a misalignment of these expectations and valence on service delivery and staff retention. A final year cohort of radiography students completed a questionnaire designed to explore topics associated with role development opportunities. Method: Structured questionnaires, in the Likert scale format, utilised 20 attitude questions constructed to elicit information in relation to 3 main themes of investigation; expectation, valence and knowledge. Results: All participants (n = 37) stated an expectation for role development opportunities with 97.3% (n = 36) indicating that these expectations would be realised within 5 years of graduation and 75.7% (n = 28) within 2 years of graduation. A significant correlation between expectation for role development and job satisfaction was seen (p < 0.05). 81.1% (n = 30) of participants stated turnover intentions in order to meet their expectations. Conclusion: There is an expectation for role development opportunities for new graduates with a valence noted of the intrinsic reward of meeting these expectations. Expectation and valence are seen to be intrinsically linked with job satisfaction suggesting that misalignment of these would have a potentially negative impact on motivation and retention of the future radiography workforce demonstrating a positive correlation with withdrawal behaviours, including turnover intentions. In a relatively small professional group such as radiography the phenomenon of group cohesion may be strong suggesting that withdrawal behaviours may manifest as 'resignation in post', impacting on the quality of care and service provision for patients.

Student satisfaction and loyalty in Denmark: Application of EPSI methodology

Science.gov (United States)

Shahsavar, Tina

2017-01-01

Monitoring and managing customers’ satisfaction are key features to benefit from today’s competitive environment. In higher education context, only a few studies are available on satisfaction and loyalty of the main customers who are the students, which signifies the need to investigate the field more thoroughly. The aim of this research is to measure the strength of determinants of students’ satisfaction and the importance of antecedents in students’ satisfaction and loyalty in Denmark. Our research model is the modification of European Performance Satisfaction Index (EPSI), which takes the university’s image direct effects on students’ expectations into account from students’ perspective. The structural equation model of student satisfaction and loyalty has been evaluated using partial least square path modelling. Our findings confirm that the EPSI framework is applicable on student satisfaction and loyalty among Danish universities. We show that all the relationships among variables of the research model are significant except the relationship between quality of software and students’ loyalty. Results further verify the significance of antecedents in students’ satisfaction and loyalty at Danish universities; the university image and student satisfaction are the antecedents of student loyalty with a significant direct effect, while perceived value, quality of hardware, quality of software, expectations, and university image are antecedents of student satisfaction. Eventually, our findings may be of an inspiration to maintain and improve students’ experiences during their study at the university. Dedicating resources to identified important factors from students’ perception enable universities to attract more students, make them highly satisfied and loyal. PMID:29240801

Student satisfaction and loyalty in Denmark: Application of EPSI methodology.

Science.gov (United States)

Shahsavar, Tina; Sudzina, Frantisek

2017-01-01

Monitoring and managing customers' satisfaction are key features to benefit from today's competitive environment. In higher education context, only a few studies are available on satisfaction and loyalty of the main customers who are the students, which signifies the need to investigate the field more thoroughly. The aim of this research is to measure the strength of determinants of students' satisfaction and the importance of antecedents in students' satisfaction and loyalty in Denmark. Our research model is the modification of European Performance Satisfaction Index (EPSI), which takes the university's image direct effects on students' expectations into account from students' perspective. The structural equation model of student satisfaction and loyalty has been evaluated using partial least square path modelling. Our findings confirm that the EPSI framework is applicable on student satisfaction and loyalty among Danish universities. We show that all the relationships among variables of the research model are significant except the relationship between quality of software and students' loyalty. Results further verify the significance of antecedents in students' satisfaction and loyalty at Danish universities; the university image and student satisfaction are the antecedents of student loyalty with a significant direct effect, while perceived value, quality of hardware, quality of software, expectations, and university image are antecedents of student satisfaction. Eventually, our findings may be of an inspiration to maintain and improve students' experiences during their study at the university. Dedicating resources to identified important factors from students' perception enable universities to attract more students, make them highly satisfied and loyal.

Men's sexual orientation and job satisfaction

OpenAIRE

Drydakis, Nick

2012-01-01

This study investigates the differences in three aspects of job satisfaction – total pay, promotion prospects, and respect received from one's supervisor – between male heterosexual and gay employees in Athens, Greece. Gay employees are found to be less satisfied according to all job satisfaction measures. Affect Theory proposes that the extent to which one values a given facet of work moderates how dissatisfied one becomes when one's expectations are not met. Furthermore, the data enable us ...

Is the Job Satisfaction Survey a good tool to measure job satisfaction amongst health workers in Nepal? Results of a validation analysis.

Science.gov (United States)

Batura, Neha; Skordis-Worrall, Jolene; Thapa, Rita; Basnyat, Regina; Morrison, Joanna

2016-07-27

Job satisfaction is an important predictor of an individual's intention to leave the workplace. It is increasingly being used to consider the retention of health workers in low-income countries. However, the determinants of job satisfaction vary in different contexts, and it is important to use measurement methods that are contextually appropriate. We identified a measurement tool developed by Paul Spector, and used mixed methods to assess its validity and reliability in measuring job satisfaction among maternal and newborn health workers (MNHWs) in government facilities in rural Nepal. We administered the tool to 137 MNHWs and collected qualitative data from 78 MNHWs, and district and central level stakeholders to explore definitions of job satisfaction and factors that affected it. We calculated a job satisfaction index for all MNHWs using quantitative data and tested for validity, reliability and sensitivity. We conducted qualitative content analysis and compared the job satisfaction indices with qualitative data. Results from the internal consistency tests offer encouraging evidence of the validity, reliability and sensitivity of the tool. Overall, the job satisfaction indices reflected the qualitative data. The tool was able to distinguish levels of job satisfaction among MNHWs. However, the work environment and promotion dimensions of the tool did not adequately reflect local conditions. Further, community fit was found to impact job satisfaction but was not captured by the tool. The relatively high incidence of missing responses may suggest that responding to some statements was perceived as risky. Our findings indicate that the adapted job satisfaction survey was able to measure job satisfaction in Nepal. However, it did not include key contextual factors affecting job satisfaction of MNHWs, and as such may have been less sensitive than a more inclusive measure. The findings suggest that this tool can be used in similar settings and populations, with the

Registered nurses' self-nurturance and life and career satisfaction.

Science.gov (United States)

Nemcek, Mary Ann

2007-08-01

Knowledge of factors that help nurses thrive, including satisfaction with life and self-nurturance, can be used to enhance retention of a healthy work force. This study determined whether nurses are happy or satisfied with their lives; how self-nurturing or "good to self" they are; and whether a relationship exists among self-nurturance, life satisfaction, and career satisfaction. A descriptive, correlational study of 136 registered nurses involving measures of self-nurturance and life and career satisfaction was conducted. Mean scores for life satisfaction and self-nurturance were consistent with those from studies of well adults. Self-nurturance, life satisfaction, and career satisfaction were positively correlated with each other; thus, improving one is expected to improve the others. Knowledge of the significant positive correlation among life satisfaction, self-nurturance, and career satisfaction may prove useful in improving the mental health and safety of nurses. Strategies consistent with Magnet hospital characteristics are suggested for the occupational health nurse.

THE FEATURES OF MUSEUM COMMUNICATION: THE JUSTIFICATION OF EXPECTATIONS AND THE SATISFACTION OF AESTHETIC NEED (ON THE EXAMPLE OF THE MUSEUM VISITORS

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Svetlana Dzakhotovna Gurieva

2017-11-01

Full Text Available The article is devoted to the problem of interaction between the museum and visitors, actual in the modern society. It presents the results of empirical researches, held in the Museum (General Staff Building of the State Hermitage Museum. 2500 persons participated in this research. The subject of analysis is the correlation of aesthetic needs, the museum communication, the justification of expectations, and personal differences of the visitors, depending on the awareness and satisfaction of aesthetic need. Based on the scientific literature review, we concluded that it is necessary to approach to the study of the museum communication in terms of a socio-psychological process, considering that the aesthetic need expresses outwardly the inner psychological characteristics of a person. To analyze the structure of the museum communication, and justification of expectations we used the questionnaire surveys including the value judgments of the visitors. To explore personal characteristics of the museum visitors have been used: the test of hardiness S. Maddi, D.A. Leontiev, the brief version of E.N. Osin and E.I. Rasskazova the test of life orientations (DLC D.A. Leontiev, the questionnaire “Importance and satisfaction of needs” of L.V. Kulikov. As the mathematical-statistical methods were applied: the correlation analysis with the r-Spearman correlation coefficient; comparative analysis of mean values; comparative analysis of nominative variables of independent samples with the χ2-Pearson; factor analysis of the principal component with Varimax rotation. Statistical data processing was performed with the SPSS Statistica v. 20. The results can be applied in the field of socio-psychological researches and the practice of visitor’s museum activities.

Bridging clinical researcher perceptions and health IT realities: A case study of stakeholder creep.

Science.gov (United States)

Panyard, Daniel J; Ramly, Edmond; Dean, Shannon M; Bartels, Christie M

2018-02-01

We present a case report detailing a challenge in health information technology (HIT) project implementations we term "stakeholder creep": not thoroughly identifying which stakeholders need to be involved and why before starting a project, consequently not understanding the true effort, skill sets, social capital, and time required to complete the project. A root cause analysis was performed post-implementation to understand what led to stakeholder creep. HIT project stakeholders were given a questionnaire to comment on these misconceptions and a proposed implementation tool to help mitigate stakeholder creep. Stakeholder creep contributed to an unexpected increase in time (3-month delayed go-live) and effort (68% over expected HIT work hours). Four main clinician/researcher misconceptions were identified that contributed to the development of stakeholder creep: 1) that EHR IT is a single group; 2) that all EHR IT members know the entire EHR functionality; 3) that changes to an EHR need the input of just a single EHR IT member; and 4) that the technological complexity of a project mirrors the clinical complexity. HIT project stakeholders similarly perceived clinicians/researchers to hold these misconceptions. The proposed stakeholder planning tool was perceived to be feasible and helpful. Stakeholder creep can negatively affect HIT project implementations. Projects may be susceptible to stakeholder creep when clinicians/researchers hold misconceptions related to HIT organization and processes. Implementation tools, such as the proposed stakeholder checklist, could be helpful in preempting and mitigating the effect of stakeholder creep. Copyright © 2017 Elsevier B.V. All rights reserved.

Stakeholder Relationships in Higher Education

Science.gov (United States)

Kettunen, Juha

2015-01-01

The purpose of this study is to develop a stakeholder map to describe the most important stakeholders and the process of stakeholder relationships in higher education. According to the perspective of the balanced scorecard, the classification of stakeholders integrates stakeholders into strategic management. Stakeholder maps are essential in…

Understanding perceptions of stakeholder groups about Forestry Best Management Practices in Georgia.

Science.gov (United States)

Tumpach, Chantal; Dwivedi, Puneet; Izlar, Robert; Cook, Chase

2018-05-01

Forestry Best Management Practices (BMPs) are critical in ensuring sustainable forest management in the United States because of their effectiveness in protecting water quality, reducing soil erosion, maintaining riparian habitat, and sustaining site productivity. The success of forestry BMPs depends heavily on coordination among primary stakeholder groups. It is important to understand perceptions of such groups for a successful forest policy formulation. We used the SWOT-AHP (Strengths, Weaknesses, Opportunities, and Threats analysis with the Analytical Hierarchy Process) framework to assess perceptions of three stakeholder groups (loggers, landowners, agency foresters) about forestry BMPs in Georgia, the largest roundwood producing state in the United States. The agency and logger stakeholder groups gave the highest priority to improved reputation under the strength category, whereas the landowner stakeholder group perceived sustainable forestry as the highest priority under the same category. Lack of landowner education was the highest priority under the weakness category for landowner and agency stakeholder groups, whereas the logger stakeholder group selected lack of trained personnel as the highest priority under the same category. Agency and landowner stakeholder groups gave the highest priority to training and education while loggers indicated maintenance of forest-based environmental benefits as their highest priority under the opportunity category. Finally, landowners and agency stakeholder groups perceived more regulations and restrictions as most significant in the threat category whereas the logger stakeholder group was most concerned about the insufficient accounting of cost sharing under the same category. Overall, selected stakeholder groups recognize the importance of forestry BMPs and had positive perceptions about them. A collaborative approach based on continuous feedback can streamline expectations of stakeholder groups about forestry BMPs in

Relations, interactions and networks of cultural tourism stakeholders in rural areas of Vojvodina

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Pavlović Nataša

2015-01-01

Full Text Available Contemporary trends, which are characterized by a very strong level of competition and the maturity of the market, become more than ever essential for success of tourist destinations. Rural areas in Vojvodina, because of its authentic atmosphere and multiculturalism, have significant advantages for cultural tourism. Each participant who creates a tourism product in toda y's competitive environment aims to have a strong focus on customer satisfaction, which indicates the necessity of adopting the concept of total relationship marketing. The aim of this paper is to show how cultural institutions, souvenir craftsmen, tourism organizations, travel agencies and other stakeholders achieve cooperation and apply modern concept of total relationship marketing for the purposes of satisfying the needs of tourists. The paper will explore the fundamental postulates of relationship marketing applied by key stakeholders of cultural tourism in rural areas, and will get reference results on relations, interactions and networks.

Expectations and satisfaction of academic investigators in nonclinical collaboration with the pharmaceutical industry.

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Amiri, Marjan; Michel, Martin C

2015-06-01

In light of a growing role of research collaborations between academia and the pharmaceutical industry, we have explored expectations and experience of academic investigators with preclinical collaborations. Researchers from Western Europe, North America, and Japan with preclinical publications in the obstructed airways or diabetes fields were invited to anonymously participate in a web-based survey. A total of 134 investigators (28 % of invitees) participated in the two sequentially performed surveys with similar responses in both therapeutic areas. A secondary but prespecified subgroup analysis was based on region of residence, gender, and career level of the investigator. Across all groups, responders considered freedom to publish, obtaining funding and obtaining compounds to be the most important objectives of nonclinical collaborations with the pharmaceutical industry, whereas cultivating professional relationships, getting external scientific input, direct relationship to disease treatment, and involvement with drug development were less important. Among eight attributes of the primary contact person in the company, trustworthiness ranked highest, followed by a collaborative spirit and transparent information sharing; supportiveness, scientific qualification, accessibility, and timeliness of responses ranked lower, and friendliness, lowest. Related to their most recent collaboration, investigators also expressed the highest level of satisfaction with the trustworthiness attribute. On the other hand, the process of reaching a contract was often considered too long and difficult, for which both university and company legal departments were reported as culprits. We conclude that academic researchers are generally satisfied with their preclinical collaboration with the pharmaceutical industry but look for improved contracting procedures.

STAKEHOLDER INVOLVEMENT IN HEALTH TECHNOLOGY ASSESSMENT AT NATIONAL LEVEL: A STUDY FROM IRAN.

Science.gov (United States)

Yazdizadeh, Bahareh; Shahmoradi, Safoura; Majdzadeh, Reza; Doaee, Shila; Bazyar, Mohammad; Souresrafil, Aghdas; Olyaeemanesh, Alireza

2016-01-01

This study was carried out to evaluate the opinions of stakeholders on their roles in health technology assessment (HTA) in Iran and to determine the barriers and facilitators existing in the organizations to help increase their involvement in the HTA program. The study was conducted in two stages, semi-structured interviews, and "policy dialogue" with stakeholders. The data were analyzed through the framework approach. The interviews were held with ten stakeholder representatives from various organizations. In addition, Twenty-one representatives participated in the policy dialogue. Based on the findings, all the stakeholder organizations considered themselves as interest groups in all the stages of the HTA process; however, their tendencies and methods of involvement differed from one another. According to the participants, the most important issue to be considered in the context of HTA was that the structures, stages, and procedures of the HTA process must be made transparent. Stakeholder involvement in the HTA program cannot readily take place. Various stakeholders have different interests, responsibilities, infrastructures, and barriers. If a program does not meet these considerations, its chances of succeeding will substantially decrease. Therefore, to prevent overlooking the needs and expectations of stakeholders from the HTA process, it is essential to create opportunities in which their thoughts and ideas are taken into account.

AIRNET stakeholder survey. A report of end-users' air pollution and health information needs

Energy Technology Data Exchange (ETDEWEB)

Fudge, N.; Totlandsdal, A.I. [Netherlands Environmental Assessment Agency, Bilthoven (Netherlands); Sanderson, E. [Institute of Risk Assessment Sciences IRAS, Utrecht University, Utrecht (Netherlands)

2003-12-15

This report presents the results of the AIRNET stakeholder survey, which was conducted in order to identify the questions and issues of concern of AIRNET's end-users, how they would like their information to be presented and what they expect from AIRNET. In total 277 questionnaires were sent to a wide range of stakeholders employed in government agencies, the European parliament, the private sector (industry), NGOs and research institutes. 65 respondents returned their questionnaire resulting in an overall response rate of 24%. This survey has generated a list of stakeholder questions, which the AIRNET working groups will take into account when writing their state of the art reports. When discussing these questions during the 2nd annual AIRNET conference it became evident that stakeholder questions are more general than what scientists would prefer. Regarding the information needs the overwhelming response across all stakeholder categories was not the unavailability of sources, but the lack of time available to read and adsorb the information. The respondents expressed their preference for information that: Is presented as short overviews of about 1-2 pages, synthetic executive summaries and non-specialist summaries; Is ready for policy use by including a practical linkage between the research findings and implementation of public protection; Can be passed on to other users. Finally, the respondents' expectations of AIRNET can be summarised as AIRNET having a policy support role, an information role, a network role and as a project that identifies and considers stakeholders views.

Lessons learned on stakeholder issues in decommissioning

International Nuclear Information System (INIS)

O'Sullivan, P.; Pescatore, C.

2008-01-01

Issues of public concern during decommissioning and dismantling (D and D) are partly the same and partly different from those of the preceding phases (planning, construction and operation). While in the course of construction and operation the main challenges include meeting expectations of a higher quality of life, accommodating a growing population, mitigating construction nuisances, and assuring the safe operation of the facility, the main concerns in the D and D phase are decreasing employment rate, the eventual reduction of revenues for the municipality, the future use of the affected land and negative social impacts (e.g., out-migration). The decommissioning phase is characterised by heterogeneity of stakeholder interests and values, difficulties of reaching consensus or compromise, and difficulties in connection with the harmonization of energy production, environmental protection and sustainable socio-economic development considerations. Typically, there might also be tensions between local and regional decisions. As in other phases, the building of trust between stakeholder is crucial from the point of view of conflict management, and social lessons learnt from the siting and developments of nuclear facilities are widely applicable in the field of D and D as well. A review is presented of major lessons to be learnt from NEA activities in the field of decommissioning and stakeholder involvement. (author)

Lessons learned on stakeholder issues in decommissioning

Energy Technology Data Exchange (ETDEWEB)

O' Sullivan, P.; Pescatore, C. [OECD Nuclear Energy Agency, 92 - Issy les Moulineaux (France)

2008-07-01

Issues of public concern during decommissioning and dismantling (D and D) are partly the same and partly different from those of the preceding phases (planning, construction and operation). While in the course of construction and operation the main challenges include meeting expectations of a higher quality of life, accommodating a growing population, mitigating construction nuisances, and assuring the safe operation of the facility, the main concerns in the D and D phase are decreasing employment rate, the eventual reduction of revenues for the municipality, the future use of the affected land and negative social impacts (e.g., out-migration). The decommissioning phase is characterised by heterogeneity of stakeholder interests and values, difficulties of reaching consensus or compromise, and difficulties in connection with the harmonization of energy production, environmental protection and sustainable socio-economic development considerations. Typically, there might also be tensions between local and regional decisions. As in other phases, the building of trust between stakeholder is crucial from the point of view of conflict management, and social lessons learnt from the siting and developments of nuclear facilities are widely applicable in the field of D and D as well. A review is presented of major lessons to be learnt from NEA activities in the field of decommissioning and stakeholder involvement. (author)

Basic Features of Customer Satisfaction with Train Schedules

Science.gov (United States)

Murakoshi, Akiko; Kunimatsu, Taketoshi; Saito, Ayano

This paper aims to reveal the fundamental features of customer satisfaction with train schedules, which is one of the most basic services provided by a railway company. A customer satisfaction survey of passengers who frequently utilize three lines in the metropolitan area was conducted; we obtained the following findings: (a) out of nine factors to evaluate a train schedule from a passenger's viewpoint, the four most important ones are the frequency of trains running, punctuality, congestion rate, and time distance; (b) the ride-frequency influences the degree of satisfaction with train schedules in a particular line; and (c) it is important to set a numeric goal for the level of customer satisfaction by grasping the relationship between the transport service and a passenger's satisfaction with that service. The difference between customer satisfaction and passenger disutility is also discussed. The findings are expected to help conduct customer satisfaction surveys and also to form the basis for establishing a method by which to evaluate a train schedule from passengers' satisfaction ratings.

Graduate radiographers' expectations for role development - The potential impact of misalignment of expectation and valence on staff retention and service provision

Energy Technology Data Exchange (ETDEWEB)

Williamson, Keren [Department of Radiography, School of Healthcare Studies, Cardiff University, Heath Park, Cardiff CF14 4XN (United Kingdom)], E-mail: williamsonk2@cardiff.ac.uk; Mundy, Lynn A. [Department of Radiography, School of Healthcare Studies, Cardiff University, Heath Park, Cardiff CF14 4XN (United Kingdom)

2010-02-15

Purpose: The purpose of this study was to investigate the role development expectations of graduate radiographers with a view to predicting the potential impact of a misalignment of these expectations and valence on service delivery and staff retention. A final year cohort of radiography students completed a questionnaire designed to explore topics associated with role development opportunities. Method: Structured questionnaires, in the Likert scale format, utilised 20 attitude questions constructed to elicit information in relation to 3 main themes of investigation; expectation, valence and knowledge. Results: All participants (n = 37) stated an expectation for role development opportunities with 97.3% (n = 36) indicating that these expectations would be realised within 5 years of graduation and 75.7% (n = 28) within 2 years of graduation. A significant correlation between expectation for role development and job satisfaction was seen (p < 0.05). 81.1% (n = 30) of participants stated turnover intentions in order to meet their expectations. Conclusion: There is an expectation for role development opportunities for new graduates with a valence noted of the intrinsic reward of meeting these expectations. Expectation and valence are seen to be intrinsically linked with job satisfaction suggesting that misalignment of these would have a potentially negative impact on motivation and retention of the future radiography workforce demonstrating a positive correlation with withdrawal behaviours, including turnover intentions. In a relatively small professional group such as radiography the phenomenon of group cohesion may be strong suggesting that withdrawal behaviours may manifest as 'resignation in post', impacting on the quality of care and service provision for patients.

Healthcare service quality: towards a broad definition.

Science.gov (United States)

Mosadeghrad, Ali Mohammad

2013-01-01

The main purpose of this study is to define healthcare quality to encompass healthcare stakeholder needs and expectations because healthcare quality has varying definitions for clients, professionals, managers, policy makers and payers. This study represents an exploratory effort to understand healthcare quality in an Iranian context. In-depth individual and focus group interviews were conducted with key healthcare stakeholders. Quality healthcare is defined as "consistently delighting the patient by providing efficacious, effective and efficient healthcare services according to the latest clinical guidelines and standards, which meet the patient's needs and satisfies providers". Healthcare quality definitions common to all stakeholders involve offering effective care that contributes to the patient well-being and satisfaction. This study helps us to understand quality healthcare, highlighting its complex nature, which has direct implications for healthcare providers who are encouraged to regularly monitor healthcare quality using the attributes identified in this study. Accordingly, they can initiate continuous quality improvement programmes to maintain high patient-satisfaction levels. This is the first time a comprehensive healthcare quality definition has been developed using various healthcare stakeholder perceptions and expectations.

STRATEGIES FOR HIGHER SATISFACTION OF THE ROMANIAN BANKING CUSTOMERS

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Danciu Victor

2009-05-01

Full Text Available A bank must identify, assesses and clearly and fully understands customers’ values and expectations if it’s target is their higher satisfaction. The banking customers are expecting to receive individual attention and support and good quality banking prod

Correlations between patient satisfaction and ability to perform daily activities after total knee arthroplasty: why aren't patients satisfied?

Science.gov (United States)

Nakahara, Hiroyuki; Okazaki, Ken; Mizu-Uchi, Hideki; Hamai, Satoshi; Tashiro, Yasutaka; Matsuda, Shuichi; Iwamoto, Yukihide

2015-01-01

Patient satisfaction has become an important parameter for assessing overall outcomes after total knee arthroplasty (TKA). The level of difficulty in performing activities of daily life that affects overall patient satisfaction is unknown. We therefore evaluated the influence of difficulty in performing activities of daily life on patient satisfaction and expectations. The 2011 Knee Society Knee Scoring System Questionnaire was mailed to patients who had undergone TKA with 375 patients completing and returning it. We evaluated the relationship between the ability to perform daily activities, as assessed via the questionnaire, and patient satisfaction and expectations of the same score in each patient using linear regression analysis. We also determined which activities affected patient satisfaction and expectations using multivariate linear regression analyses. All patient-derived functional activities correlated significantly with the patient satisfaction score. In particular, "climbing up or down a flight of stairs" followed by "getting into or out of a car," "moving laterally (stepping to the side)" and "walking and standing" correlated strongly with patient satisfaction by linear regression analysis and were revealed to have significant contributions to patient satisfaction by multivariate linear regression analysis. Regarding expectations, all patient-derived functional activities correlated significantly with the patient expectation score, although none of the correlation coefficients was very high. "Squatting," followed by "walking and standing," contributed to the patient expectation score by multivariate linear regression analysis. Activities related to walking and standing are some of the most basic movements and basic demands for patients. In addition, "climbing up or down a flight of stairs," "getting into and out of a car" and "squatting" are very important and distressing activities that significantly correlate with patient satisfaction after TKA.

Managing Diverse Stakeholders

OpenAIRE

Pipkin, Erin; Porter, Sean; Clark, Rickie

2017-01-01

For every public project, there is a diverse group of stakeholders who need and want information. During this session we outline important stakeholders, how and when to involve them in the planning process, and how targeted messaging might be the key to your project’s success. We also discuss how to identify and manage stakeholders who oppose your project.

Engaging stakeholder networks

Energy Technology Data Exchange (ETDEWEB)

Svendsen, A. [CoreRelation Consulting Inc., Delta, BC (Canada)]|[Simon Fraser Univ., Burnaby, BC (Canada); Laberge, M. [Simon Fraser Univ., Burnaby, BC (Canada)

2004-07-01

Management philosophies concerning stakeholder engagement were reviewed. This presentation provided guidelines for managers working from a sustainability value creation framework who wish to develop more effective ways to engage with stakeholders and high stakes issues that cross political, social and organizational boundaries. It was suggested that conflicts over resources, the demand for participation and the increasing power of Non-Governmental Organizations have all contributed to the increased need for stakeholder engagement. A review of different types of stakeholders was provided. Earlier strategies of managing stakeholders were examined, in which externalities such as environmental cost were not accounted for. By contrast, the emerging management philosophy presented here stressed a recognition that long term survival relied on the good health of external and internal environments. Core business strategies were discussed with reference to core values. It was suggested that a longer term focus, inclusiveness, and integration were beneficial to businesses as a whole. A case study of Clayoquot Sound was presented. The concept of social capital was examined. Individual and collective learning were evaluated. A model for engaging stakeholder networks was presented as well as a step by step procedural guide, which included the creation of a solid foundation; organizational alignment; strategy; the importance of asking questions; trust building; evaluation; and renewal. Challenges to stakeholder engagement included finding resources; ensuring consistency; patience; a tendency in business to measure success in short term payoffs; and maintaining a stakeholder perspective. It was concluded that the benefits of a sustainability value creation framework for businesses far outweighed any initial disadvantages. refs., tabs., figs.

Nurse practitioner job satisfaction: looking for successful outcomes.

Science.gov (United States)

Pasarón, Raquel

2013-09-01

To examine overall job satisfaction and its association with extrinsic and intrinsic characteristics of job satisfaction among nurse practitioners at the chosen practice site. The objectives were to identify relevant retention and recruitment strategies, from the nurse practitioners perspective, by examining (1) what role aspects are most satisfying, and (2) approaches for successful, professional development and integration in the role. Supportive professional practice environments are particularly important to nurses' satisfaction with their work and the quality of patient care provided. Hence, research that examines nurse practitioners practice implications and barriers in today's healthcare system is essential. A descriptive-correlational design using survey methodology. A nonprobability sample of convenience was used. The outcome measures were: The Misener Nurse Practitioner Job Satisfaction Scale and two investigator-developed surveys. Participants expressed dissatisfaction with professional and monetary recognition, assertive influence, administrative support and collegial relationships. Interaction of subscale factors on overall job satisfaction and demographic survey findings has important implications for health administrators and nurse practitioners in similar organisations. Stakeholders in healthcare milieus need to be fully engaged in the redesign of the American healthcare system heeding the recommendations of the Institute of Medicine to provide safer health systems to the public. By doing this, issues related to frustration by nurse practitioners related to job satisfaction will be addressed. The need for cooperation, participation, collaboration and instrumental communication are essential in the delivery of safe, quality patient care. A better understanding of intrinsic professional rewards needs to be learned by nurse practitioners who want to seek professional satisfaction and engage in the survival and growth of the profession. Nurse

Patients' expectations in subthalamic nucleus deep brain stimulation surgery for Parkinson disease.

Science.gov (United States)

Hasegawa, Harutomo; Samuel, Michael; Douiri, Abdel; Ashkan, Keyoumars

2014-12-01

Subthalamic nucleus (STN) deep brain stimulation (DBS) is an established treatment for patients with advanced Parkinson disease. However, some patients feel less satisfied with the outcome of surgery. We sought to study the relationship between expectations, satisfaction, and outcome in STN DBS for Parkinson disease. Twenty-two consecutive patients undergoing STN DBS completed a modified 39-item Parkinson disease questionnaire (PDQ-39) preoperatively and 6 months postoperatively. A satisfaction questionnaire accompanied the postoperative questionnaire. Patients expected a significant improvement from surgery preoperatively: preoperative score (median PDQ-39 summary score [interquartile range]): 37.0 (9.5), expected postoperative score: 13.0 (8.0), P Parkinson disease. Copyright © 2014 Elsevier Inc. All rights reserved.

Determinants of parental satisfaction with ultrasound hip screening in child health care.

Science.gov (United States)

Witting, Marjon; Boere-Boonekamp, Magda M; Fleuren, Margot A H; Sakkers, Ralph J B; Ijzerman, Maarten J

2012-06-01

Prior research has shown ultrasound (US) screening for developmental dysplasia of the hip (DDH) in preventive child health care to be more effective than the current screening method. In the present study, 3-month-old infants were screened for DDH with US. The objective of this study was to examine parental satisfaction with the screening and determinants that affect satisfaction. Parental satisfaction was measured using a questionnaire. Independent variables included socio-demographic determinants, structure, process and outcome-related determinants and the meeting of expectations. Satisfaction with the screening was high. Parents who perceived the screener as competent, had enough time to ask questions, perceived the proceeding as fluent, perceived a low burden on their infant and whose expectations were met, were more likely to be satisfied. Satisfaction was influenced by process-related factors and not by factors related to the structure and the outcome of the screening. Good information provision before the screening and communication during the screening are means by which parental satisfaction can be influenced positively.

Background to the satisfaction chain: An investigation through structural equation modeling

Directory of Open Access Journals (Sweden)

Wagner Junior Ladeira

2013-04-01

Full Text Available Satisfaction studies have become crucial to improve the relationship between guests and hotels. With that in mind, this study analyzes the functional relations interfering in customer satisfaction in the hotel sector, based on the analysis of two elements: consumer background, related to previous experience and expectation; and consumer experience, related to the business’s physical aspects and social environment. Therefore, four hypotheses were formulated and tested with 260 guests in hotels located in the State of Rio Grande do Sul. The results support the hypotheses formulated, indicating that physical environment is the greatest satisfaction predictor for hotel customers, followed by the “previous experience,” “social environment” and, finally, “consumer expectation.”

Assessment of social psychological determinants of satisfaction with childbirth in a cross-national perspective.

Science.gov (United States)

Christiaens, Wendy; Bracke, Piet

2007-10-26

The fulfilment of expectations, labour pain, personal control and self-efficacy determine the postpartum evaluation of birth. However, researchers have seldom considered the multiple determinants in one analysis. To explore to what extent the results can be generalised between countries, we analyse data of Belgian and Dutch women. Although Belgium and the Netherlands share the same language, geography and political system and have a common history, their health care systems diverge. The Belgian maternity care system corresponds to the ideal type of the medical model, whereas the Dutch system approaches the midwifery model. In this paper we examine multiple determinants, the fulfilment of expectations, labour pain, personal control and self-efficacy, for their association with satisfaction with childbirth in a cross-national perspective. Two questionnaires were filled out by 605 women, one at 30 weeks of pregnancy and one within the first 2 weeks after childbirth either at home or in a hospital. Of these, 560 questionnaires were usable for analysis. Women were invited to participate in the study by independent midwives and obstetricians during antenatal visits in 2004-2005. Satisfaction with childbirth was measured by the Mackey Satisfaction with Childbirth Rating Scale, which takes into account the multidimensional nature of the concept. Labour pain was rated retrospectively using Visual Analogue Scales. Personal control was assessed with the Wijma Delivery Expectancy/Experience Questionnaire and Pearlin and Schooler's mastery scale. A hierarchical linear analysis was performed. Satisfaction with childbirth benefited most consistently from the fulfilment of expectations. In addition, the experience of personal control buffered the lowering impact of labour pain. Women with high self-efficacy showed more satisfaction with self-, midwife- and physician-related aspects of the birth experience. Our findings focus the attention toward personal control, self-efficacy and

Stakeholder Value Matrix - Die VErbindung zwischen Shareholder Value und Stakeholder Value

OpenAIRE

Frank Figge

2004-01-01

Die Studie zeigt, was unter Stakeholder Value verstanden werden kann, wie Shareholder Value und Stakeholder Value gemessen werden können und welche Verbindung zwischen beiden Konzepten besteht. In dieser Studie wird erstmals die Wertbeitragsanalyse von Stakeholderbeziehungen vorgestellt. Anhand der Stakeholder Value Matrix lässt sich zeigen, welche Stakeholdergruppen zusammen positiv zum Unternehmenswert beitragen.

Patient satisfaction with medical care

Directory of Open Access Journals (Sweden)

M. A. Sadovoy

2017-01-01

Full Text Available Patients’ evaluation of medical care is becoming more and more important due to expanding patient-centered care. For this purpose a complex index of patient satisfaction with healthcare is used. This parameter reflects the correspondence of actual healthcare services to patient’s expectations that were formed under the influence of cultural, social, economic factors, and personal experience of each patient. Satisfaction is a subjective parameter, thus, a grade of satisfaction is barely connected with quality of healthcare services itself. Moreover, medical organizations should always take into account specific features of each patient, since they can have an influence on customer attitude to medical services.This article comprises the review of publications studying determinants of patient satisfaction. In the course of the study, we analyzed data received by research teams from different countries.According to the review, we made some conclusions. First, determinants of patient satisfaction with healthcare can be divided in two groups. The first group of factors includes patients’ characteristics such as age, gender, ethnical and cultural features. However, researches from different countries revealed that there is a difference in the importance of factors belonging to this group and their influence on satisfaction of certain patient cohorts. The second group includes factors that belong to the process of healthcare services delivery and its organization. Moreover, it was found that patient satisfaction level is changing in a waveform. Thus, medical organization should not only try to increase patient satisfaction level but also maintain it. AS a result, it necessary to monitor patient satisfaction with healthcare services. That is why there is a distinct need for the development of a new tool or adaptation of existing instrument of satisfaction measurement, which would be unitized for all medical organizations in the Russian Federation 

Internship training in computer science: Exploring student satisfaction levels.

Science.gov (United States)

Jaradat, Ghaith M

2017-08-01

The requirement of employability in the job market prompted universities to conduct internship training as part of their study plans. There is a need to train students on important academic and professional skills related to the workplace with an IT component. This article describes a statistical study that measures satisfaction levels among students in the faculty of Information Technology and Computer Science in Jordan. The objective of this study is to explore factors that influence student satisfaction with regards to enrolling in an internship training program. The study was conducted to gather student perceptions, opinions, preferences and satisfaction levels related to the program. Data were collected via a mixed method survey (surveys and interviews) from student-respondents. The survey collects demographic and background information from students, including their perception of faculty performance in the training poised to prepare them for the job market. Findings from this study show that students expect internship training to improve their professional and personal skills as well as to increase their workplace-related satisfaction. It is concluded that improving the internship training is crucial among the students as it is expected to enrich their experiences, knowledge and skills in the personal and professional life. It is also expected to increase their level of confidence when it comes to exploring their future job opportunities in the Jordanian market. Copyright © 2017 Elsevier Ltd. All rights reserved.

Information Needs for Accountability Reporting: Perspectives of Stakeholders of Malaysian Public Universities

Directory of Open Access Journals (Sweden)

Norida Basnan

2016-06-01

Full Text Available The study aims at exploring the needs of a broad group of stakeholders of Malaysian public universities with respect to information items that should be disclosed in the university annual report, and their views on the disclosure importance of the items. This is a preliminary study towards the effort to develop an accountability reporting framework for Malaysian public universities. A questionnaire survey on the universities‟ stakeholders representing each stakeholder group which include policy makers, students, parents, employers, the public, university management and employees, suppliers and oversight entities was carried out in order to identify and confirm the stakeholders‟ disclosure needs. It is expected that the needs of the stakeholders in terms of information to be reported are comprehensive which include financial and non-financial information; and there are differences in the views on the disclosure importance of information among the stakeholder groups. The findings of this study provide a clear understanding of the information that should be disclosed in the annual reports of Malaysian public universities for accountability purpose. The findings may potentially assist the public universities to improve the way they discharge their public accountability through annual reporting.

Internal Customer Satisfaction and Service Quality Toward Trust and Word of Mouth

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Sri Rahayu

2011-12-01

Full Text Available This study generally aims to analyze the influence of internal customer satisfaction and perceptions of service quality in creating trust and word of mouth in higher education service industry. In the process, this study aims to achieve a special purpose, which is to build constructs/ variables to measure internal customer satisfaction, so in the future it can be applied to universally in other institutions of higher education. The results of this study indicate that the internal customer satisfaction can be measured with three constructs, namely: service product, service delivery, and service environment. All of those variables have significant relationship with trust, which is significantly related to word of mouth. On the other side, communication, productivity and responsiveness are found to be significant in measuring the perceptions of service quality.The results also proved that the perception of service quality is significantly related to trust and word of mouth. This study is expected to contribute measurement tools of internal customer satisfaction in higher education. This research is also expected to enrich discussion on how to measure the internal customer satisfaction and service quality toward trust and word of mouth in higher education. Thus the higher education can continue to strive to provide educational service in accordance with the expectations of the customers.

Examining a model of dispositional mindfulness, body comparison, and body satisfaction

NARCIS (Netherlands)

Dijkstra, Pieternel; Barelds, Dick P. H.

The present study examined the links between dispositional mindfulness, body comparison, and body satisfaction. It was expected that mindfulness would be associated with less body comparison and more body satisfaction. Two models were tested: one exploring body comparison as a mediator between

How to measure employee satisfaction

International Nuclear Information System (INIS)

Castillejo, A.

1998-01-01

Competitiveness is impossible without satisfied employees. Excellent organisations base their success on customer loyalty, providing products and services which exceed expectations, which are always increasing. For this reason it is necessary to continually improve the organisation's performance and, therefore the activities which lead to this performance. This is not possible to do without the involvement and commitment of the persons carrying out the activities: employees. The presentation places employee satisfaction within the EFQM Business Excellent Model. The persons most adequate for improving the activities carried out by the organisation are those most familiar with them: employees. To bring this about it is necessary to develop capacities, provide tools necessary for improvement, and provide adequate motivation; indeed, satisfy them. In a society such as today's human resources are the most valuable asset. The aim of the presentation is to introduce the Coopers and Lybrand-Galdano model to measure employee satisfaction, based on the comparison of expectations and perceptions with respect to the organisation. (Author)

Linking advanced biofuels policies with stakeholder interests: A method building on Quality Function Deployment

International Nuclear Information System (INIS)

Schillo, R. Sandra; Isabelle, Diane A.; Shakiba, Abtin

2017-01-01

The field of renewable energy policy is inherently complex due to the long-term impacts of its policies, the broad range of potential stakeholders, the intricacy of scientific, engineering and technological developments, and the interplay of complex policy mixes that may result in unintended consequences. Quality Function Deployment (QFD) provides a systematic consideration of all relevant stakeholders, a rigorous analysis of the needs of stakeholders, and a prioritization of design features based on stakeholders needs. We build on QFD combined with Analytical Hierarchy Process (AHP) to develop a novel method applied to the area of advanced biofuel policies. This Multi-Stakeholder Policy QFD (MSP QFD) provides a systematic approach to capture the voice of the stakeholders and align it with the broad range of potential advanced biofuels policies. To account for the policy environment, the MSP QFD utilizes a novel approach to stakeholder importance weights. This MSP QFD adds to the literature as it permits the analysis of the broad range of relevant national policies with regards to the development of advanced biofuels, as compared to more narrowly focused typical QFD applications. It also allows policy developers to gain additional insights into the perceived impacts of policies, as well as international comparisons. - Highlights: • Advanced biofuels are mostly still in research and early commercialization stages. • Government policies are expected to support biofuels stakeholders in market entry. • A Multi-Stakeholder Policy QFD (MSP QFD) links biofuels policies with stakeholders. • MSP QFD employs novel stakeholder weights method. • The case of advanced biofuels in Canada shows comparative importance of policies.

Patient satisfaction after total knee arthroplasty: an Asian perspective.

Science.gov (United States)

Thambiah, Matthew Dhanaraj; Nathan, Sahaya; Seow, Branden Z X; Liang, Shen; Lingaraj, Krishna

2015-05-01

Total knee arthroplasty (TKA) is an effective method for alleviating pain and restoring knee function in patients with severe osteoarthritis. However, despite the improvements in surgical technique and postoperative care, it has been reported that up to 19% of patients are dissatisfied after their operations. The aim of this study was to evaluate patient satisfaction levels after TKA in an Asian cohort, as well as assess the correlation between patient satisfaction levels and the results of traditional physician-based scoring systems. The medical data of 103 Asian patients who underwent 110 TKAs between December 2008 and June 2009 were obtained from our hospital's Joint Replacement Registry. The minimum follow-up period was one year and patient expectations were assessed before TKA. Patient satisfaction was assessed postoperatively using a 5-point Likert scale. Reasons for patient dissatisfaction were recorded. Standardised instruments (e.g. the Knee Society Score, the Western Ontario and McMaster Universities Osteoarthritis Index [WOMAC] and the generic Short Form-36 health survey) were used to assess the patient's functional status and the severity of symptoms pre- and postoperatively. Among the 110 TKAs performed, 92.8% resulted in patient satisfaction. Patient satisfaction correlated with postoperative WOMAC function scores (p = 0.028), postoperative WOMAC final scores (p = 0.040) and expectations being met (p = 0.033). Although there was a high level of patient satisfaction following TKA in our cohort of Asian patients, a significant minority was dissatisfied. Patient satisfaction is an important outcome measure and should be assessed in addition to traditional outcome scores.

[Clinical pharmacy: Evaluation of physician's satisfactions and expectations in a French regional hospital].

Science.gov (United States)

Jennings, P; Lotito, A; Baysson, H; Pineau-Blondel, E; Berlioz, J

2017-03-01

The purpose of the study was to evaluate physician's satisfaction with the clinical pharmacy activities in a French regional hospital. Data were collected by face-to-face interviews carried out by a public health intern with physicians from 14 different departments of medicine and surgery. A specifically designed questionnaire was used for this study. This contained 18 closed-ended questions, 3 open-ended questions and 6 questions relating to the multidisciplinary analysis of prescriptions of elderly patients. The questionnaire was proposed to 78 physicians, of which 62 replied (participation rate of 79%). Thirty-seven percent were interns (23/62), 19% were assistants (12/62) and 44% were senior physicians (27/62). Clinical pharmacy satisfaction levels were generally very high. In regard to clinical skills, 87% of the physicians were satisfied with pharmacists' competencies and 91% by the pertinence of transmitted information. Ninety-five percent of the physicians were also satisfied by the logistical aspect and the relationship with pharmacists (reactivity, availability and communication). Analysis of the open-ended questions showed that physicians were in favour of the increased presence of clinical pharmacists on the wards. This study shows a high level of physician satisfaction in relation to the clinical pharmacy activities in our hospital, and should be viewed as a strong endorsement of the work of the clinical pharmacy. This study highlights some areas of improvement such as increase presence of the clinical pharmacists on the wards. In order to assess periodically our activity, this study must be repeated in the future. Copyright © 2016 Académie Nationale de Pharmacie. Published by Elsevier Masson SAS. All rights reserved.

Continued usage of e-learning: Expectations and performance

OpenAIRE

Fernando Antonio de Melo Pereira; Anatália Saraiva Martins Ramos; Adrianne Paula Vieira de Andrade; Bruna Miyuki Kasuya de Oliveira

2015-01-01

The present study aims to investigate the determinants of satisfaction and the resulting continuance intention use in e-learning context. The constructs of decomposed expectancy disconfirmation theory (DEDT) are evaluated from the perspective of users of a virtual learning environment (VLE) in relation to expectations and perceived performance. An online survey collected responses from 197 students of a public management course in distance mode. Structural equation modeling was operationalize...

An Investigation of the Effects of Customer’s Expectations and Perceived Quality on Customer’s Loyalty with the Mediating Role of the Perceived Value and Customer’s Satisfaction

Directory of Open Access Journals (Sweden)

Mahmoudreza Mostaghimi

2017-01-01

Full Text Available The purpose of this article is to investigate the effect of customer’s expectations and the perceived quality on customer’s loyalty with the mediating role of the perceived value and customer’s satisfaction. The statistic population of the article includes the customers of the agencies of Iran Khodro Company in Gilan province, the city of Rasht and due to the infinity of statistic population, the sample volume has been considered from the amount of 384, based on the Morgan table. After the collection of questionnaires, data has been analyzed by means of LISREL Software. The analysis of findings indicates that customer’s expectations of the products of Iran Khodro Company affected the perceived quality of the product as well as customer’s satisfaction positively and meaningfully. The research results have also indicated that the perceived quality of the products of Iran Khodro Company also has affected the perceived value of the product and the customer’s satisfaction, which has been representative of customer’s loyalty. In the area of customer’s perceptions of the quality of hardware, managers must pay more attention to beauty and charm of the surroundings and try to provide enough explanation and necessary response to customer’s questions about the selected automobiles. It is suggested to managers that by means of improving one of the dimensions of quality, they also improve customer’s perceptions and requests in other dimensions. Planning is necessary and required in order to improve the local space of agencies, improving the quality, and decreasing components prices. Planning for decreasing final price and supplying components with lower prices will be important.

Employment in the Catering & Hospitality Industry--Employee Attitudes and Career Expectations. Research Report.

Science.gov (United States)

Hotel and Catering Training Co., London (England).

A study examined the attitudes and career expectations of a random sample of catering and hospitality industry employees in the United Kingdom. The survey focused on the following: aspiration and career intentions, factors causing job satisfaction/dissatisfaction, employment patterns in the industry, satisfaction with/access to…

Stakeholder Valuing: A Process for Identifying the Interrelationships between Firm and Stakeholder Attributes

Directory of Open Access Journals (Sweden)

Donna M. Carlon

2014-05-01

Full Text Available As firms are creating and recreating themselves as stakeholder corporations, tensions mount between a firm’s fiduciary duties to its shareholders and the broader responsibilities inherent in a stakeholder focus. Firms have employed several techniques to help resolve this tension with limited success. We suggest that the next step in reducing this tension is formally accounting for stakeholder value through changes in financial reporting. We contend that stakeholders have a financial value to the firm that can and should be accounted for through the firm’s financial reporting system. We propose a three-step process we call stakeholder valuing (SV to begin a conversation regarding how such a method can be created. SV begins with codifying the firm’s identity as a stakeholder entity, moves to assessing stakeholder value that’s consistent with that identity, and concludes with accounting for and reporting that value. What we are suggesting will be seen by some as a radical change in accounting practices but we believe it is necessary as we move toward a consistent, reliable, verifiable, transparent, and comparable means of accounting for the true value of a stakeholder corporation.

Examining the nomological network of satisfaction with work-life balance.

Science.gov (United States)

Grawitch, Matthew J; Maloney, Patrick W; Barber, Larissa K; Mooshegian, Stephanie E

2013-07-01

This study expands on past work-life research by examining the nomological network of satisfaction with work-life balance-the overall appraisal or global assessment of how one manages time and energy across work and nonwork domains. Analyses using 456 employees at a midsized organization indicated expected relationships with bidirectional conflict, bidirectional facilitation, and satisfaction with work and nonwork life. Structural equation modeling supported the utility of satisfaction with balance as a unique component of work-life interface perceptions. Results also indicated that satisfaction with balance mediated the relationship between some conflict/facilitation and life satisfaction outcomes, though conflict and facilitation maintained unique predictive validity on domain specific outcomes (i.e., work-to-life conflict and facilitation with work life satisfaction; life-to-work conflict and facilitation with nonwork life satisfaction). PsycINFO Database Record (c) 2013 APA, all rights reserved.

Measures to assess the performance of an Australian non-government charitable non-acute health service: A Delphi Survey of Organisational Stakeholders.

Science.gov (United States)

Colbran, Richard; Ramsden, Robyn; Stagnitti, Karen; Adams, Samantha

2018-02-01

Organisation performance measurement is relevant for non-profit charitable organisations as they strive for security in an increasingly competitive funding environment. This study aimed to identify the priority measures and indicators of organisational performance of an Australian non-government charitable organisation that delivers non-acute health services. Seventy-seven and 59 participants across nine stakeholder groups responded to a two-staged Delphi technique study of a case study organisation. The stage one questionnaire was developed using information garnered through a detailed review of literature. Data from the first round were aggregated and analysed for the stage two survey. The final data represented a group consensus. Quality of care was ranked the most important of six organisational performance measures. Service user satisfaction was ranked second followed by financial performance, internal processes, employee learning and growth and community engagement. Thirteen priority indicators were determined across the six measures. Consensus was reached on the priority organisational performance measures and indicators. Stakeholders of the case study organisation value evidence-based practice, technical strength of services and service user satisfaction over more commercially orientated indicators.

Applying the expectancy disconfirmation and regret theories to online consumer behavior.

Science.gov (United States)

Liao, Chechen; Liu, Chuang-Chun; Liu, Yu-Ping; To, Pui-Lai; Lin, Hong-Nan

2011-04-01

This study synthesizes the expectancy disconfirmation theory with empirical theories pertaining to customer regret in an e-commerce environment. The study begins by examining the roles that information quality (IQ), system quality (SYQ), and service quality (SEQ) play in determining customer regret and satisfaction. Then the consequences of regret and satisfaction on reuse intention are examined. Survey data collected from 445 respondents are analyzed using structural equation modeling with partial least squares (PLS-Graph 3.0) to provide support for the hypothesized links. Results show that IQ disconfirmation, SYQ disconfirmation and SEQ disconfirmation are related to regret and satisfaction. Both regret and satisfaction are related to reuse intention. In addition, satisfaction mediates the effect of regret on reuse intention. Based on these results, implications for theory and practice are discussed.

Patient satisfaction in neurological second opinions and tertiary referrals

NARCIS (Netherlands)

Wijers, D.; Wieske, L.; Vergouwen, M. D. I.; Richard, E.; Stam, J.; Smets, E. M. A.

2010-01-01

Although the number of neurological second opinions (SOs) and tertiary referrals (TRs) is increasing, only little is known about expectations and patient satisfaction in this group of patients. Therefore, the purpose of this study was to explore expectations of patients who get a neurological SO or

Relationship intention and satisfaction as predictors of wholesale ...

African Journals Online (AJOL)

Building long term relationships and satisfying customer expectations could be an ... between customer relationships, customer satisfaction and customer loyalty. ... marketing efforts only towards customers who have relationship intentions.

Consumers' view on determinants to food satisfaction. A qualitative approach.

Science.gov (United States)

Andersen, Barbara Vad; Hyldig, Grethe

2015-12-01

The objective of this study was to gain a better understanding of the multiple determinants to food satisfaction from a consumer perspective. The study includes two focus groups with a total of 20 consumers varying in gender, age, employment and food interest. The results were divided into sections based on the main themes that arose from analysing the focus groups; i) sensory properties, ii) physical wellbeing, iii) expectations and desires, iv) the food context and v) comparison of the importance of the various determinants to satisfaction. Factors important for food satisfaction appear before as well as during and after intake. Before intake, the important factors are; expectations and desires based on memories about previous food experiences and the context in which the food is perceived. Physical wellbeing was mentioned important for the feeling of satisfaction, included in physical wellbeing is the experience of an appropriate energy level after intake. In general the sensory experience seems to be the primary determinant to satisfaction. The hedonic experience of eating could be enhanced by the social company and knowledge about the food inclusive health value and origin. Findings from the study will prospectively be used to develop a questionnaire. The questionnaire will be applied in case studies to measure factors influential in food satisfaction. Copyright © 2015 Elsevier Ltd. All rights reserved.

Assessment of patient satisfaction with pain management in small community inpatient and outpatient settings.

Science.gov (United States)

Corizzo, C C; Baker, M C; Henkelmann, G C

2000-09-01

To describe patient outcomes (e.g., pain intensity and relief, satisfaction, expectations) and analgesic practices of healthcare providers for inpatients and outpatients in community hospital settings. Descriptive, correlational, and random sampling. Three community-based institutions in southeast Louisiana. 114 inpatients and outpatients with cancer-related or acute postoperative pain. Inpatients (n = 68) mostly were women and younger than 60 years of age. Outpatients (n = 46) mostly were men and older than 60 years of age. Both groups were predominantly well-educated and Caucasian. Subjects completed a modified version of the American Pain Society's Patient Satisfaction Survey. Researchers completed a chart audit tool reviewing analgesic prescriptive and administrative practices. Weak to moderately strong correlations existed for the relationships between the satisfaction variables and the pain intensity, pain relief, and expectation variables for all subjects. Satisfaction with current pain intensity was correlated most strongly with pain intensity and relief scores. Higher pain intensity and relief were related to lower satisfaction with current pain intensity. Regardless of setting or pain type, subjects experienced significant amounts of pain during a 24-hour period. Patient expectations for experiencing high levels of pain were realized, but expectations for significant pain relief were not. Institutional pain management programs that approach pain from a multidimensional perspective need to be developed. Continued education for healthcare professionals and patients is a vital part of this process.

Stakeholder analysis for coppice forestry in Bulgaria

Directory of Open Access Journals (Sweden)

IvayloVelichkov

2009-11-01

Full Text Available The study analyzes the state of coppice forestry in Bulgaria during last 18 years. Stakeholders and their interests and preferences in coppice forests are explored and assessed. Forests restitution process in Bulgaria started in 1997 and has not been finished yet. Nevertheless, significant further changes of the current ownershipdistribution are not expected. By the end of 2007, the state was the biggest coppice forest owner/stakeholder in Bulgaria with 71.3% of all coppice forests being state property. The other two important stakeholders are the municipalities (14.0% and private owners (12.0%. Currently, forest owners' number in Bulgaria exceeds 1million, the average holding area being smaller than 1 ha. Only 150 individual plots are larger than 50 ha. The majority of private owners aim at taking maximum and immediate profit from their recently restituted forest properties. In most cases that reflects in clearcuts. Coppice forests management has been one of the problematicissues of Bulgarian forestry for decades. Despite of forest authorities significant efforts, the area of coppice forests in Bulgaria (1.78 million ha in 2007 remained unchanged for a period of 50 years. The official forest policy is still aimed at conversionof coppice forests into seed ones through different silvicultural methods. That policy is applied to almost all coppice forests regardless of their ownership.

Measuring customer satisfaction using SERQUAL survey

Directory of Open Access Journals (Sweden)

Ardeshir Tajzadeh Namin

2012-04-01

Full Text Available The focus of this research is on assessing the quality of services of Tehran’s Saman bank and the available gap between customer’s expectation and perception. Also the relationship between customer’s satisfaction and each dimension of service quality (ie: reliability, tangibility, responsiveness, assurance and empathy and ranking them accordingly, is investigated. The statistical population of this research is consisted of Tehran’s Saman bank customers. The research methods of this study are descriptive-survey as well as correlation. The statistical approaches of this study are correlation, t-student as well as Friedman tests. The results from a sample of 276, shows the service quality dimensions affect customers' perception based on SERQUAL. In addition, there are significant relationship between customers' perception and their satisfaction of the offered services. However, there are negative gaps between customers' perception and their level of expectation.

Measuring Quality Satisfaction with Servqual Model

Directory of Open Access Journals (Sweden)

Dan Păuna

2012-05-01

Full Text Available The orientation to customer satisfaction is not a recent phenomenon, many very successfulbusinesspeople from the beginning of the 20th century, such as Sir Henry Royce, a name synonymous withRoll – Royce vehicles, stated the first principle regarding customer satisfaction “Our interest in the Roll-Royce cars does not end at the moment when the owner pays for and takes delivery the car. Our interest in thecar never wanes. Our ambition is that every purchaser of the Rolls - Royce car shall continue to be more thansatisfied (Rolls-Royce.” The following paper tries to deal with the important qualities of the concept for themeasuring of the gap between expected costumer services satisfactions, and perceived services like a routinecustomer feedback process, by means of a relatively new model, the Servqual model.

Demographic Factors and Job Satisfaction: A Case of Teachers in Public Primary Schools in Bomet County, Kenya

Science.gov (United States)

Chirchir, Reuben

2016-01-01

The success of any school depends among others on the social capital including teachers, students, parents and other stakeholders who support the business of imparting knowledge. Satisfied and committed teachers impact both on individual student performance and general academic standards of the school. The study explored job satisfaction among…

Innovation in Services and Stakeholder Interactions: Cases from Facilities Management

DEFF Research Database (Denmark)

Nardelli, Giulia

Services are increasingly becoming a crucial driver of the economies of developed countries. At the same time, innovation is not only recommended, but also required, to ensure survival and growth of organisations, within the manufacturing as well as the service sectors. Given globalisation...... and the development of information and communication technologies, more and more heterogeneous parties are and might be involved in innovation processes; meaning that both manufacturers and service providers shall take into consideration a more diverse set of needs and expectations when developing new offerings....... Within the service context, specifically, empirical evidence and existing research suggest that interactions between stakeholders are an important element of innovation processes. Therefore, when managing and studying innovation in the service context, interactions between stakeholders should be taken...

Factors affecting job satisfaction among the radiologic technologists

International Nuclear Information System (INIS)

Kim, Chang Ho; Jeong, Won Mee; Yu, Seung Hum; Lee Sun Hee; Sohn, Tae Yong

1997-01-01

Job satisfaction is very important for adequate manpower management in the medical field. To study job satisfaction among the radiologic technologists, 344 cases were reviewed in five university hospitals and one general hospital. Self-administered questionnaire was used to study their socioeconomic characteristics, working conditions, job satisfaction, and the factors affecting there job satisfaction. The results were as follows : 1. There was statistically significant difference in job satisfaction according to the their department of employment, position, and hospital characteristics. 2. The group that was satisfied with their salary had a higher job satisfaction score, whereas others who were not satisfied ranked lower. 3. The positive answering group on the ability and job recognition ranked higher score on the job satisfaction than the negative answering group. 4. The group that was in good relationship with their superiors and co-workers scored higher on job satisfaction. From the above results, the job satisfaction was high for the group with positive thinking and reply, but the intentin to change their job was low. Considering the fact that these results represent only 6 hospitals from limited arease, therefore, necessary to include more medical facilities nationwide, especially small-medium sized clinics or hospitals where the difficulty with high turnover rate of employment is expected, to study further various factors involving job satisfaction in the future

DO CSR PRACTICES OF BANKS IN MAURITIUS LEAD TO SATISFACTION AND LOYALTY?

OpenAIRE

RAMLUGUN Vidisha Gunesh; RABOUTE Wendy Geraldine

2015-01-01

This study aims to determine how CSR activities of banks in Mauritius impact on customers’ satisfaction and loyalty towards banks. A stakeholder approach to CSR and Carroll’s (1991) four part definition was adopted, which included economic, legal, ethical and philanthropic corporate social responsibilities. A three- section questionnaire was used for data collection. 384 questionnaires were distributed, out of which 352 were returned. The results indicate that philanthropic CSR, economic CSR ...

CUSTOMER SATISFACTION AND LOYALTY IN A FINANCIAL INSTITUTION

OpenAIRE

Mankem, Relindis

2017-01-01

The purpose of this thesis is to examine the correlations between customer satisfaction and customer loyalty. “Customers became a center for all banking activities due to increased competition for greater market share. Focusing on customer satisfaction has been the key to increasing service quality according to customers’ expectations in the banking sector,” suggested that the level of service quality is an indication of the organization's ability to meet customers' desires and demands. There...

MARKETING AND INNOVATION – A RELATIONSHIP APPROACH

Directory of Open Access Journals (Sweden)

Rodica Boier

2014-12-01

Full Text Available This paper deals with innovation from a relationship marketing perspective, the company's ability to maintain interactions with its stakeholders, to take advantage from the information achieved, and this way to create new products and generate loyalty through customer satisfaction. The analysis of innovation from a relationship establishment standpoint can only be viewed interdisciplinary at its core, with research and development, design, management, and marketing being symbiotically combined, with focus on stakeholders’ involvement. The paper reviwes the most significat literature in the area. There is a two-way connection between relationship marketing and innovation. On one hand, the newly launched product, conceived together with the stakeholders, is likely to generate satisfaction and, hence, customer loyalty and retention, with all known positive consequences. On the other hand, the repeated satisfaction felt by the stakeholder encourages him to expect even more from the innovative organization in what concerns the successfully launched new products. This way, the effective stakeholder involvement in the value creation process provides a strong basis for further innovation.

Stakeholder perspectives on ethical challenges in HIV vaccine trials in South Africa.

Science.gov (United States)

Essack, Zaynab; Koen, Jennifer; Barsdorf, Nicola; Slack, Catherine; Quayle, Michael; Milford, Cedilia; Lindegger, Graham; Ranchod, Chitra; Mukuka, Richard

2010-04-01

There is little published literature on the ethical concerns of stakeholders in HIV vaccine trials. This study explored the ethical challenges identified by various stakeholders, through an open-ended, in-depth approach. While the few previous studies have been largely quantitative, respondents in this study had the opportunity to spontaneously identify the issues that they perceived to be of priority concern in the South African context. Stakeholders spontaneously identified the following as ethical priorities: informed consent, social harms, collaborative relationships between research stakeholders, the participation of children and adolescents, access to treatment for participants who become infected with HIV, physical harms, fair participant and community selection, confidentiality, benefits, and payment. While there is some speculation that research in developing countries poses special ethical challenges, overall no issues were identified that have not been anticipated in international guidance, literature and popular frameworks. However, the South African context affords a distinctive gloss to these expected issues; for example, respondents were concerned that the predominant selection of black participants may perpetuate racist practices of apartheid. Stakeholders should be aware of contextual factors impacting on the implementation of ethical principles. We make a series of recommendations for South African trials, including amendments to the ethical-legal framework and research policies, and, for further research.

Satisfaction as a Determinant of Customer Loyalty Towards Mobile Communication

Directory of Open Access Journals (Sweden)

Boban Melovic

2014-01-01

Full Text Available Modern business, characterized by growing user expectations and intense competitive relationships requires companies to survey customer satisfaction in a continuous manner. Customer satisfaction increases loyalty, fosters repurchase intention, enhances positive reaction and reduces the number of complaints. Customer satisfaction survey on regular basis is one of the prerequisites for creating adequate offer that meets customers’ expectations and ensures their long-term loyalty. Namely, loyalty as a long-term preference for the company’s products and services assumes customer who is willing and able to maintain interact with the brand offered by the company. Essentially, brand loyalty implies that the customer, based on the information and his beliefs, prefers the brand that is superior to the others. The main objective of this paper is to examine the level of customer satisfaction with specific aspects of services provided by mobile operators in the Montenegrin mobile communications market. Customer satisfaction with specific aspects of services available in the mobile communications market in Montenegro has been surveyed in 2013. This survey covered 788 respondents, and their levels of satisfaction have been examined using the survey method along with the statistical analysis of a number of variables. The first part of questionnaire consisted of questions aimed at collecting data on demographic characteristics of respondents, i.e. users of services of mobile operators, while the second part consisted of questions related to the basic research subject, i.e. the levels of customer satisfaction with the mobile communications services provided by mobile operators in Montenegro.The presented research method and recommendations provided in relation to the process of surveying customer satisfaction in terms of methodology may be important also for mobile operators operating beyond the Montenegrin market, enabling them to raise the quality of their

Engaging stakeholders on complex, and potentially contested, science

International Nuclear Information System (INIS)

Holmes, John; Atherton, Elizabeth; Tweed, Cherry

2014-01-01

An effective process for engaging stakeholders on the science underpinning radioactive waste disposal will be essential for the successful implementation of geological disposal in the United Kingdom. Of particular importance are those stakeholders representing, and living in, volunteer communities. There have been two major shifts over the last 10-20 years in society's engagement with science which are particularly relevant to the Radioactive Waste Management Directorate's (RWMD) stakeholder engagement: - a shift to a more inclusive approach in which the public have more of a say about science and its uses; - a shift to a more evidence-based approach to societal decision making. Significant challenges to effective communication and confidence building in geological disposal arise from: - the complexities and uncertainties inherent in the relevant science; - the sensitivities and 'high stakes' (locally and nationally) associated with a disposal facility; - the expectation that there will continue to be vocal stakeholders who are fundamentally opposed to geological disposal of radioactive wastes who will focus on any remaining uncertainties as just cause for their position. This abstract summarises the findings of a project to evaluate approaches to engaging with stakeholders on the science underpinning sensitive decisions in sectors other than radioactive waste disposal and to identify elements of good practice which may help RWMD in taking forward the implementation of a geological disposal facility for the United Kingdom's radioactive wastes. Six elements of good practice are listed and discussed below: - Using science appropriately: Taking an inclusive, evidence-based approach in which collaborative inquiry takes a holistic, weight-of-evidence view of the science rather than focusing on items of evidence in isolation, using them to prove or disprove a particular point of view. - Building trust: Ensuring that processes of engagement engender trust, and that trust

Stakeholder Analysis Worksheet

Science.gov (United States)

Stakeholder Analysis WorksheetA worksheet that can be used to document potential stakeholder groups, the information or expertise they hold, the role that they can play, their interests or concerns about the HIA

Stakeholder Governance

DEFF Research Database (Denmark)

Flak, Leif Skiftenes; Rose, Jeremy

2005-01-01

to e-Government. Originally a management theory, stakeholder theory advocates addressing the concerns of all stakeholders in a firm, as opposed to concentration on the interests of senior managers and stockholders. Apart from the original profit focus, there is no serious conceptual mismatch between...... of governance. Finally, the paper makes recommendations for future work in adapting ST to the e-government context....

Stakeholder involvement in the decommissioning of Dounreay

International Nuclear Information System (INIS)

Harrisson, Norman; LOVE, June; Murray, Marc

2006-01-01

participation by the publication of Public Participation Newsletter No 1. The newsletter outlined the progress expected at the site over the coming years and described the criteria and methodology used for involving stakeholders. The process adopted was a two-stage process: Stakeholder panels (internal and external) and Summary paper for wider distribution (to all registered stakeholders, posted on the web site with an electronic questionnaire if participants wish to respond electronically, and distributed to local libraries). The Dounreay Bulletin is the main vehicle for promoting and updating specific issues for the site and for publishing the results of the consultation. It is issued to all staff and registered stakeholders on a fortnightly basis and highlights the main activities of the site. In 2004 UKAEA announced a new decommissioning plan providing more details on its approach to decommissioning, accelerating the programme from 2060 to 2036 and providing important savings from the previous programme. However UKAEA recognises that it needs to retain support from its local community and stakeholders if it is to achieve its acceleration goals. In addition, UKAEA is about to embark on a big consultation about how to deal with radioactive particles in the marine environment and has taken on board the need to get stakeholders involved at the earliest opportunity

Insights from stakeholders of five residential smart grid pilot projects in the Netherlands

NARCIS (Netherlands)

Obinna, U.; Joore, P.; Wauben, L.; Reinders, Angelina H.M.E.

2016-01-01

This paper presents insights and perceptions of stakeholders involved in the development and implementation of residential smart grid pilot projects in the Netherlands, adding to the limited information that is currently available in this area, while expectations about the potential benefits of

Continuous research of consumer satisfaction in hotel business

Directory of Open Access Journals (Sweden)

Jovanović Miloš

2007-01-01

Full Text Available Consistent system for management of consumer satisfaction, based on continuous marketing research, contributes to more efficient adaptation of the offering package of a hotel enterprise to the expectations of target marketing segments, achieving higher level of marketing goals realization. By analyzing the degree of satisfaction through history, consumer loyalty, together with the determining factors of satisfaction and developed database on the consumer, it is possible to construct models, which provide a reliable base for prediction of future consumer behavior, giving to that particular hotel a significant competitive advantage. On the basis of information created in the system for research of satisfaction, it is possible to identify potentially attractive segments of the consumer with whom the hotel should develop very close communication and long-term relationships. .

Triage in an adult emergency service: patient satisfaction

Directory of Open Access Journals (Sweden)

Pollyane Liliane Silva

2016-06-01

Full Text Available Abstract OBJECTIVE Assess the degree of patient satisfaction with triage in the adult emergency service of a public hospital. METHOD Exploratory, descriptive, cross-sectional study with a quantitative approach. Three hundred patients were interviewed and the data were analyzed using descriptive statistics based on sociodemographic variables and those related to patient satisfaction. RESULTS There was a predominance of women, with elementary education and a mean age of 41 years. Most of the interviewees reported being satisfied in regard to the following items: timely service, embracement, trust, environment (comfort, cleanliness and signage, humanization (courtesy, respect, and interest, timely referral/scheduling of appointments and care expectations. CONCLUSION There was a high level of patient satisfaction, evidenced by the strong association of user satisfaction with the items investigated.

Stakeholder Engagement in HIV Cure Research: Lessons Learned from Other HIV Interventions and the Way Forward.

Science.gov (United States)

Lo, Ying-Ru; Chu, Carissa; Ananworanich, Jintanat; Excler, Jean-Louis; Tucker, Joseph D

2015-07-01

Clinical and basic science advances have raised considerable hope for achieving an HIV cure by accelerating research. This research is dominated primarily by issues about the nature and design of current and future clinical trials. Stakeholder engagement for HIV cure remains in its early stages. Our analysis examines timing and mechanisms of historical stakeholder engagement in other HIV research areas for HIV-uninfected individuals [vaccine development and pre-exposure prophylaxis (PrEP)], and HIV-infected individuals (treatment as prevention, prevention of mother-to-child transmission, and treatment of acute HIV infection) and articulate a plan for HIV cure stakeholder engagement. The experience from HIV vaccine development shows that early engagement of stakeholders helped manage expectations, mitigating the failure of several vaccine trials, while paving the way for subsequent trials. The relatively late engagement of HIV stakeholders in PrEP research may partly explain some of the implementation challenges. The treatment-related stakeholder engagement was strong and community-led from the onset and helped translation from research to implementation. We outline five steps to initiate and sustain stakeholder engagement in HIV cure research and conclude that stakeholder engagement represents a key investment in which stakeholders mutually agree to share knowledge, benefits, and risk of failure. Effective stakeholder engagement prevents misconceptions. As HIV cure research advances from early trials involving subjects with generally favorable prognosis to studies involving greater risk and uncertainty, success may depend on early and deliberate engagement of stakeholders.

Stakeholders' expectations on connectivity research for water and land management addressed by a survey in the collaborative EU-COST Connecteur network

Science.gov (United States)

Smetanova, Anna; Paton, Eva N.; Keesstra, Saskia

2016-04-01

Transfer of knowledge across the science-society interface is essential for both, ethical and economic reasons, and inevitable for successful climate change adaptation and integrated management of sustainable, resilient landscapes. The transdisciplinary research of connectivity (which is the degree to which a system facilitates the movement of matter and energy through itself. It is an emergent property of the system state, Connecteur web resources,2015) has the potential to supply monitoring, modelling and management tools to land and water managers in order to reach these goals. The research of water and sediment connectivity has received significant and increasing scientific attention across the entire realm of the environmental disciplines, and the COST Action ES 1306 Connecteur facilitates the multi-sectorial collaboration in connectivity research at EU level. In order to appropriately address the transfer of the cutting edge research developments of the Connecteur network, the collaborative research project on stakeholders' perception of connectivity was conducted by the Working Group 5 "Transition of connectivity research towards sustainable land and water management". The questionnaire survey on stakeholder perception was conducted by volunteering scientist involved in the Connecteur network together from 19 European countries. Together 84 stakeholders from all mayor sectors in water and land management were asked about the main challenges of their work, their understanding of connectivity, the desired areas of cooperation with connectivity science, and the best tools for transferring knowledge. The results showed differences between different stakeholders groups in the way they percept and work with connectivity, as well as their requirement of knowledge transfers. While farmers, and (in lower extend) the agricultural administration officers articulated no, or little need for connectivity management, the majority of stakeholders involved in land and water

Investigating the job satisfaction of healthcare providers at primary healthcare centres in Lebanon: A national cross-sectional study.

Science.gov (United States)

Alameddine, Mohamad; Baroud, Maysa; Kharroubi, Samer; Hamadeh, Randa; Ammar, Walid; Shoaib, Hikma; Khodr, Hiba

2017-11-01

Low job satisfaction is linked to higher staff turnover and intensified shortages in healthcare providers (HCP). This study investigates the level of, and factors associated with, HCP job satisfaction in the national primary healthcare (PHC) network in Lebanon. The study adopts a cross-sectional design to survey HCP at 99 PHC centres distributed across the country between October 2013 and May 2014. The study questionnaire consisted of four sections: socio-demographics/professional background, employment characteristics, level of job satisfaction (Measure of Job Satisfaction scale) and level of professional burnout (Maslach Burnout Inventory-HSS scale). A total of 1,000 providers completed the questionnaire (75.8% response rate). Bivariate and multivariate regression analyses were used to identify factors significantly associated with job satisfaction. Findings of the study highlight an overall mean job satisfaction score of 3.59 (SD 0.54) indicating that HCP are partially satisfied. Upon further examination, HCP were least satisfied with pay, training and job prospects. Gender, age, career plans, salary, exposure to violence, and level of burnout were significantly associated with the overall level of job satisfaction which was also associated with increased likelihood to quit. Overall, the study highlights how compensation, development and protection of PHC HCP can influence their job satisfaction. Recommendations include the necessity of developing a nationally representative committee, led by the Ministry of Public Health, to examine the policies and remuneration scales within the PHC sector and suggest mechanisms to bridge the pay differential with other sectors. The effective engagement of key stakeholders with the development, organisation and evaluation of professional development programmes offered to HCP in the PHC sector remains crucial. Concerned stakeholders should assess and formulate initiatives and programmes that enrich the physical, psychological

Determining customer satisfaction in anatomic pathology.

Science.gov (United States)

Zarbo, Richard J

2006-05-01

Measurement of physicians' and patients' satisfaction with laboratory services has become a standard practice in the United States, prompted by national accreditation requirements. Unlike other surveys of hospital-, outpatient care-, or physician-related activities, no ongoing, comprehensive customer satisfaction survey of anatomic pathology services is available for subscription that would allow continual benchmarking against peer laboratories. Pathologists, therefore, must often design their own local assessment tools to determine physician satisfaction in anatomic pathology. To describe satisfaction survey design that would elicit specific information from physician customers about key elements of anatomic pathology services. The author shares his experience in biannually assessing customer satisfaction in anatomic pathology with survey tools designed at the Henry Ford Hospital, Detroit, Mich. Benchmarks for physician satisfaction, opportunities for improvement, and characteristics that correlated with a high level of physician satisfaction were identified nationally from a standardized survey tool used by 94 laboratories in the 2001 College of American Pathologists Q-Probes quality improvement program. In general, physicians are most satisfied with professional diagnostic services and least satisfied with pathology services related to poor communication. A well-designed and conducted customer satisfaction survey is an opportunity for pathologists to periodically educate physician customers about services offered, manage unrealistic expectations, and understand the evolving needs of the physician customer. Armed with current information from physician customers, the pathologist is better able to strategically plan for resources that facilitate performance improvements in anatomic pathology laboratory services that align with evolving clinical needs in health care delivery.

Towards a new definition of return-to-work outcomes in common mental disorders from a multi-stakeholder perspective.

Science.gov (United States)

Hees, Hiske L; Nieuwenhuijsen, Karen; Koeter, Maarten W J; Bültmann, Ute; Schene, Aart H

2012-01-01

To examine the perspectives of key stakeholders involved in the return-to-work (RTW) process regarding the definition of successful RTW outcome after sickness absence related to common mental disorders (CMD's). A mixed-method design was used: First, we used qualitative methods (focus groups, interviews) to identify a broad range of criteria important for the definition of successful RTW (N = 57). Criteria were grouped into content-related clusters. Second, we used a quantitative approach (online questionnaire) to identify, among a larger stakeholder sample (N = 178), the clusters and criteria most important for successful RTW. A total of 11 clusters, consisting of 52 unique criteria, were identified. In defining successful RTW, supervisors and occupational physicians regarded "Sustainability" and "At-work functioning" most important, while employees regarded "Sustainability," "Job satisfaction," "Work-home balance," and "Mental Functioning" most important. Despite agreement on the importance of certain criteria, considerable differences among stakeholders were observed. Key stakeholders vary in the aspects and criteria they regard as important when defining successful RTW after CMD-related sickness absence. Current definitions of RTW outcomes used in scientific research may not accurately reflect these key stakeholder perspectives. Future studies should be more aware of the perspective from which they aim to evaluate the effectiveness of a RTW intervention, and define their RTW outcomes accordingly.

Towards a new definition of return-to-work outcomes in common mental disorders from a multi-stakeholder perspective.

Directory of Open Access Journals (Sweden)

Hiske L Hees

Full Text Available OBJECTIVES: To examine the perspectives of key stakeholders involved in the return-to-work (RTW process regarding the definition of successful RTW outcome after sickness absence related to common mental disorders (CMD's. METHODS: A mixed-method design was used: First, we used qualitative methods (focus groups, interviews to identify a broad range of criteria important for the definition of successful RTW (N = 57. Criteria were grouped into content-related clusters. Second, we used a quantitative approach (online questionnaire to identify, among a larger stakeholder sample (N = 178, the clusters and criteria most important for successful RTW. RESULTS: A total of 11 clusters, consisting of 52 unique criteria, were identified. In defining successful RTW, supervisors and occupational physicians regarded "Sustainability" and "At-work functioning" most important, while employees regarded "Sustainability," "Job satisfaction," "Work-home balance," and "Mental Functioning" most important. Despite agreement on the importance of certain criteria, considerable differences among stakeholders were observed. CONCLUSIONS: Key stakeholders vary in the aspects and criteria they regard as important when defining successful RTW after CMD-related sickness absence. Current definitions of RTW outcomes used in scientific research may not accurately reflect these key stakeholder perspectives. Future studies should be more aware of the perspective from which they aim to evaluate the effectiveness of a RTW intervention, and define their RTW outcomes accordingly.

An Association Between Implementing Trauma-Informed Care and Staff Satisfaction

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Travis W. Hales

2017-09-01

Full Text Available Despite its widespread adoption there is limited research on the influence of trauma-informed care (TIC. The current study examined the impact of implementing TIC on the satisfaction of agency staff by comparing the results of a satisfaction survey taken in January of 2014, a month prior to the agency's implementation of TIC, and again twelve months later. As collaboration, empowerment, and self-care are primary components of a TIC organizational approach, its implementation was expected to increase staff satisfaction. Following the implementation of TIC, agency staff reported higher scores on all but one of the six satisfaction survey factors. Increases in staff satisfaction have been associated with better staff retention rates, increased organizational commitment and better performance. In consequence, TIC implementation is associated with increased staff satisfaction, and may positively influence organizational characteristics of significance to social service agencies.

Electronic health record in the internal medicine clinic of a Brazilian university hospital: Expectations and satisfaction of physicians and patients.

Science.gov (United States)

Duarte, Jurandir Godoy; Azevedo, Raymundo Soares

2017-06-01

To evaluate the satisfaction and expectations of patients and physicians before and after the implementation of an electronic health record (EHR) in the outpatient clinic of a university hospital. We conducted 389 interviews with patients and 151 with physicians before and after the implementation of a commercial EHR at the internal medicine clinic of Hospital das Clínicas of the Faculty of Medicine of the University of São Paulo (HC-FMUSP), Brazil. The physicians were identified by their connection to the outpatient clinic and categorized by their years since graduation: residents and preceptors (with 10 years or less of graduation) or assistants (with more than 10 years of graduation). The answers to the questionnaire given by the physicians were classified as favorable or against the use of EHR, before and after the implementation of this system in this clinic, receiving 1 or 0 points, respectively. The sum of these points generated a multiple regression score to determine which factors contribute to the acceptance of EHR by physicians. We also did a third survey, after the EHR was routinely established in the outpatient clinic. The degree of patient satisfaction was the same before and after implementation, with more than 90% positive evaluations. They noted the use of the computer during the consultation and valued such use. Resident (younger) physicians had more positive expectations than assistants (older physicians) before EHR implementation. This optimism was reduced after implementation. In the third evaluation the use of EHR was higher among resident physicians. Resident physicians perceived and valued the EHR more and used it more. In 28 of the 57 questions on performance of clinical tasks, resident physicians found it easier to use EHR than assistant physicians with significant differences (pclinical setting should be preceded by careful planning to improve physician's adherence to the use of EHR. Patients do not seem to notice much difference to the

Theory-Based Stakeholder Evaluation

Science.gov (United States)

Hansen, Morten Balle; Vedung, Evert

2010-01-01

This article introduces a new approach to program theory evaluation called theory-based stakeholder evaluation or the TSE model for short. Most theory-based approaches are program theory driven and some are stakeholder oriented as well. Practically, all of the latter fuse the program perceptions of the various stakeholder groups into one unitary…

Stakeholder approach, Stakeholders mental model: A visualization test with cognitive mapping technique

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Garoui Nassreddine

2012-04-01

Full Text Available The idea of this paper is to determine the mental models of actors in the firm with respect to the stakeholder approach of corporate governance. The use of the cognitive map to view these diagrams to show the ways of thinking and conceptualization of the stakeholder approach. The paper takes a corporate governance perspective, discusses stakeholder model. It takes also a cognitive mapping technique.

Reliability and concurrent validity of the Dutch hip and knee replacement expectations surveys

NARCIS (Netherlands)

van den Akker-Scheek, Inge; van Raay, Jos J. A. M.; Reininga, Inge H. F.; Bulstra, Sjoerd K.; Zijlstra, Wiebren; Stevens, Martin

2010-01-01

Background: Preoperative expectations of outcome of total hip and knee arthroplasty are important determinants of patients' satisfaction and functional outcome. Aims of the study were (1) to translate the Hospital for Special Surgery Hip Replacement Expectations Survey and Knee Replacement

Patient Satisfaction and its Relation to Perceived Visit Duration With a Hand Surgeon.

Science.gov (United States)

Parrish, Raymond C; Menendez, Mariano E; Mudgal, Chaitanya S; Jupiter, Jesse B; Chen, Neal C; Ring, David

2016-02-01

To determine whether patient perception of time spent with a hand surgeon relates to patient satisfaction after a single new-patient office visit. Prior to each visit, 112 consecutive new patients predicted how much time they expected to spend with the surgeon. Following the visit, patients were asked to estimate the time spent with the surgeon, indicate whether the surgeon appeared rushed, and rate their overall satisfaction with the surgeon. Wait time and actual visit duration were measured. Patients also completed a sociodemographic survey, the Consultation and Relational Empathy Measure, the Newest Vital Sign Health Literacy test, and 3 Patient-Reported Outcomes Measurement Information System-based questionnaires: Upper Extremity Function, Pain Interference, and Depression. Multivariable logistic and linear regression models were used to determine predictors of patient satisfaction, patient-perceived surgeon rush, and high previsit expectations of visit duration. Patient satisfaction was not associated with perceived visit duration but did correlate strongly with patient-rated surgeon empathy and symptoms of depression. Neither visit duration nor previsit expectations of visit length were determinants of patient-perceived surgeon rush. Only surgeon empathy was associated. Less-educated patients anticipated needing more time with the surgeon. Patient satisfaction with the surgeon and with the time spent during the office visit was primarily linked to surgeon empathy rather than to visit duration or previsit expectation of visit length. Efforts to make hand surgery office visits more patient-centered should focus on improving dialogue quality, and not necessarily on making visits longer. Copyright © 2016 American Society for Surgery of the Hand. Published by Elsevier Inc. All rights reserved.

An international comparison of stakeholder motivation to implement liver cancer control.

Science.gov (United States)

Bridges, John F P; Joy, Susan M; Blauvelt, Barri M; Yan, Weili; Marsteller, Jill A

2015-06-01

The World Health Organization offers clear guidance on the development of national cancer control programmes based on a country's level of resources, yet the motivation to implement such programmes may be driven by factors other than resources. To compare stakeholder motivation to implement a national liver cancer control programme and assess if variation in motivation was associated with stakeholder characteristics or with national indicators of need and resources. Relevant stakeholders were purposively selected from 13 countries (Australia, China, France, Germany, Italy, Japan, Nigeria, South Korea, Spain, Taiwan, Thailand, Turkey and USA) to participate in a structured survey on liver cancer control. Respondents included 12 individuals working in clinical, 5 in policy and 3 in advocacy roles from each country. Stakeholders' motivation was measured using a scale grounded in expectancy theory and knowledge gained during previous qualitative interviews. Comparisons across countries and respondent characteristics were conducted using hierarchical regression. Country level motivation scores, holding constant individual level covariates, were correlated with indicators of need and resources and tested using Pearson's correlation coefficients. In total, 260 stakeholders, equally drawn from the study countries, completed the survey (45% response rate). At the national level, motivation was highest in Nigeria, Thailand and China (P motivation was observed among stakeholders working at the international level relative to the local level (P = 0.017). Motivation was positively associated with a country's relative burden of liver cancer (P = 0.015) and negatively associated with their level of resources (P = 0.018). This study provides the first empirical evidence on the motivation of stakeholders to implement national cancer control programmes. Furthermore, we demonstrate that motivation is more clearly associated with a country's cancer control needs rather than resources

Online Company-stakeholder Communication

DEFF Research Database (Denmark)

Eriksen, Rikke Augustinus; Morsing, Mette

Based on a systematic data collection we study one of the first pioneering company-stakeholder communication campaigns in social media: the case of energy company Vattenfall A/S’s pan-European campaign ‘The Climate Manifesto’. Our findings challenge the general assumption, that stakeholder...... lacked between the company and stakeholders. Vattenfall was accused of green-washing, resulting in a communications crisis. Negative stakeholder reactions consisted of prejudiced and non-negotiable argumentation indicating that social media imposes new managerial challenges since communication processes...... technologies and we question to what extent social media serve the enhancement of improved understandings across corporate and civil society on CSR issues. This paper suggests that managers face a risk of the “double-edge of stakeholder communication” when incorporating social media into their CSR strategies...

(Injustice contexts and work satisfaction: The mediating role of justice perceptions

Directory of Open Access Journals (Sweden)

Zhou, Q.

2012-01-01

Full Text Available This study explores the impact of the social context, namely (injustice climate and target, in workers' justice perceptions and satisfaction. Individual's justice judgments are expected to mediate the relationship of (injustice climate and target with work satisfaction. We found mediation effects of procedural justice in the relationship between justice climate and satisfaction, and interactional justice in the relationship between injustice target and satisfaction. Distributive justice does not affect the relationship between the (injustice context and satisfaction. Findings demonstrate the relevance of framing organizational justice in a socially contextualized perspective since they seem to influence individual justice reactions and work attitudes. Using an experimental methodology, it was possible to explore the role of seldom studied contextual variables.

Customer Satisfaction with Air Force Civil Engineering Support

Science.gov (United States)

1988-09-01

organization seeking to promote customer satisfaction. The answer is yes to both. Through advertising and interaction with consumers , companies...Many companies manage customer expectations by overpromising performance through unreliable and sometimes intentionally misleading advertising . Many... customers ’ expectations by only advertising and making commitments they can meet. Then they do whatever it takes to keep their word (Lele, 1987: 148

Career satisfaction and work-life balance of specialist orthodontists within the UK/ROI.

Science.gov (United States)

Al-Junaid, S M; Hodges, S J; Petrie, A; Cunningham, S J

2017-07-07

Objectives To investigate factors affecting career satisfaction and work-life balance in specialist orthodontists in the UK/ROI.Design and setting Prospective questionnaire-based study.Subjects and methods The questionnaire was sent to specialist orthodontists who were members of the British Orthodontic Society.Results Orthodontists reported high levels of career satisfaction (median score 90/100). Career satisfaction was significantly higher in those who exhibited: i) satisfaction with working hours; ii) satisfaction with the level of control over their working day; iii) ability to manage unexpected home events; and iv) confidence in how readily they managed patient expectations. The work-life balance score was lower than the career satisfaction score but the median score was 75/100. Work-life balance scores were significantly affected by the same four factors, but additionally were higher in those who worked part-time.Conclusions Orthodontists in this study were highly satisfied with their career and the majority responded that they would choose orthodontics again. Work-life balance scores were lower than career satisfaction scores but still relatively high. It is important for the profession to consider ways of maintaining, or improving, career satisfaction and work-life balance; including maintaining flexibility of working hours and ensuring that all clinicians have ready access to appropriate training courses throughout their careers (for example, management of patient expectations).

Think Positively and Feel Positively: Optimism and Life Satisfaction in Late Life

Science.gov (United States)

Leung, Beeto Wai-Chung; Moneta, Giovanni B.; Mcbride-Chang, Catherine

2005-01-01

This study developed a dispositional path model of life satisfaction for community dwelling Chinese elderly living in Hong Kong. A sample of 117 elderly completed scales measuring life satisfaction, optimism, self-esteem, relationship harmony, self-construals, and perceived/expected health and financial status. Modeling revealed that life…

THE LEVEL OF CUSTOMER SATISFACTION - MEASURE OF SOCIAL EFFICIENCY

Directory of Open Access Journals (Sweden)

MUNGIU-PUPĂZAN MARIANA CLAUDIA

2014-05-01

Full Text Available Pricing models for social efficiency focuses on assessing the quality, namely the comparison of the desired product to the consumer and the product received, the level of consumer satisfaction on the products and / or services will be therefore a very important component in measuring the effectiveness social. Between the two concepts there is a relationship of mutual interdependence: the level of consumer satisfaction is the result of the quality performance of products and services and high quality products and services is reflected in consumer satisfaction. From the theoretical point of view, according to the marketing strategy, it is necessary to bring to a common level of perceived benefit to consumer expectations. Customer satisfaction is actually the result of a complex information processing.

Relationship between cynicism and job satisfaction: exploration of mechanisms.

Science.gov (United States)

Srivastava, Abhishek; Adams, John W

2011-02-01

Personality traits related to evaluation of other people and the world are important to study in relation to job satisfaction, which itself is an evaluation of various facets of a job, including the social dimensions. Accordingly, the relationship between cynicism and job satisfaction was studied. Cynicism was expected to be negatively related to job satisfaction, employees' perceptions of job enrichment, quality of leader-member exchange, and support from coworkers. Survey data from 105 employees in a diverse set of organizations (M age = 48 yr.; 50% women; M work experience = 28 yr.; 73% had >16 yr. education) were subjected to hierarchical regression. Individuals high in Cynicism were likely to have lower job satisfaction, job enrichment, quality of leader-member exchange, and perceptions of co-worker support.

The Modalities to Resolve Conflicts of Interest between Stakeholders

OpenAIRE

Georgescu Cristina Elena

2012-01-01

The corporate governance is a complex system of relations and interactions, between various interest groups within and outside a company, aiming to maximize its own expectations. This paper discusses the relation between stakeholders and the means of resolving the conflicts between them. We intend to present main types of conflicts emerging within a company, such us: the shareholders-managers conflict, the shareholders-creditors conflict and the conflict between shareholders. Finnaly, we also...

A Longitudinal Study of Determinants of Career Satisfaction in Medical Students

Directory of Open Access Journals (Sweden)

Virginia A. Reed, PhD

2004-07-01

Full Text Available Abstract: Context: There is evidence of significant career dissatisfaction among practicing physicians and those considering medicine as a profession. Most research on career satisfaction has examined practicing physicians. This study was undertaken to look at determinants of satisfaction in those at the earliest stage of their medical careers – medical students. Methods: As part of a larger study, students comprising one class at the University of Washington School of Medicine were surveyed three times over the course of their medical education. For the present study we examined measures specifically related to determinants of career satisfaction. Findings: Over time, students’ sense of the importance of most measured determinants of satisfaction showed significant change, the majority of which were in the direction of decreased importance. However, most of the change was relative. That is, factors that students considered to be most important at the start of medical school continued to be most important throughout the educational experience and those factors students considered to be least important at Year 1 continued to be least important at Years 2 and 4. Discussion: These findings have implications for medical education, a time when students are forming expectations that will impact their career satisfaction. In addition to information on career satisfaction, students should understand the professional values of medicine, their own values and expectations, current practice patterns, economics, and the role of advocacy.

Patient satisfaction with pharmaceutical care delivery in community pharmacies

Directory of Open Access Journals (Sweden)

Kassam R

2012-04-01

Full Text Available Rosemin Kassam1, John B Collins2, Jonathan Berkowitz31School of Population and Public Health, Faculty of Medicine, 2Department of Educational Studies, Faculty of Education, 3Sauder School of Business, University of British Columbia, Vancouver, British Columbia, CanadaBackground: The purpose of this study was to validate previously published satisfaction scales in larger and more diversified patient populations; to expand the number of community pharmacies represented; to test the robustness of satisfaction measures across a broader demographic spectrum and a variety of health conditions; to confirm the three-factor scale structure; to test the relationships between satisfaction and consultation practices involving pharmacists and pharmacy students; and to examine service gaps and establish plausible norms.Methods: Patients completed a 15-question survey about their expectations regarding pharmaceutical care-related activities while shopping in any pharmacy and a parallel 15 questions about their experiences while shopping in this particular pharmacy. The survey also collected information regarding pharmaceutical care consultation received by the patients and brief demographic data.Results: A total of 628 patients from 55 pharmacies completed the survey. The pilot study’s three-factor satisfaction structure was confirmed. Overall, satisfaction measures did not differ by demographics or medical condition, but there were strong and significant store-to-store differences and consultation practice advantages when pharmacists or pharmacists-plus-students participated, but not for consultations with students alone.Conclusion: Patient satisfaction can be reliably measured by surveys structured around pharmaceutical care activities. The introduction of pharmaceutical care in pharmacies improves patient satisfaction. Service gap details indicated that pharmacy managers need to pay closer attention to various consultative activities involving patients

ASSESSING CUSTOMER SATISFACTION BASED ON QoS PARAMETERS

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Alem Čolaković

2017-03-01

Full Text Available Measurement of customer sastisfaction is an efficient tool to detect problems in SP (Services Provider and their relationship with customers. Based on this measurement a relationship between customer satisfaction and loyalty can be established. It can determine the influence of key parameters on the number of users of services. The parameters of customer satisfaction and loyalty are numerous and depend on the network (network quality of services parameters, the client (the perception, expectations, beliefs, etc., employees (implementation of activities, technological developments, organizational structure, etc. This paper aims to show the way to identify key indicators and their weighted factors that affect customer satisfaction. This paper intends to emphasize relationship between quality of services, customer perception and loyalty and to present a model for examining the key parameters that significantly influence customer satisfaction and how these parameters influence customer loyalty.

Stake-holder involvement in the management of rural areas after an accident

International Nuclear Information System (INIS)

Nisbet, A.F.

2001-01-01

Widespread contamination of the food chain following a nuclear accident could have considerable consequences for European farming and food industries. For the purposes of contingency planning it is important to bring together the many and diverse stakeholders who would be involved in intervention so that strategies can be developed for maintaining agricultural production and food safety. This type of approach has been successfully implemented in the UK through the setting up of the Agriculture and Food Countermeasures Working Group. Building on this initiative, the European Commission under the auspices of its 5. Framework Programme is funding a thematic network in which similar stakeholder groups are being established in four other Member States. These national groups contain individuals involved in making policy decisions within government departments and agencies, regulatory authorities, the water, milk and farming industries, the retail trade and consumer groups, as well as individuals with specialist expertise. The stakeholder network will provide a European focus for tackling future nuclear accidents and assist in the harmonization of policies and strategies between Member States. This paper gives an overview of the approaches being adopted and discusses the achievements and expected benefits of stakeholder engagement. (author)

Ethical theory and stakeholder-related decisions: The role of stakeholder culture

NARCIS (Netherlands)

T.M. Jones; W.A. Felps (William); G. Bigley

2007-01-01

textabstractWe use convergent elements of major ethical theories to create a typology of corporate stakeholder cultures—the aspects of organizational culture consisting of the beliefs, values, and practices that have evolved for solving problems and otherwise managing stakeholder relationships. We

Understanding the Interplay Between Consumer Knowledge, Trust and Relationship Satisfaction in Financial Services

DEFF Research Database (Denmark)

Hansen, Torben; Grønholdt, Lars; Josiassen, Alexander

, this study contributes to previous research by examining how consumer knowledge O/U affects two types of trust (broad-scope trust and narrow-scope trust) and consumer relationship satisfaction. Trust does not only concern consumer trust in individual companies (i.e., narrow.-scope confidence NST), but also...... concerns consumer confidence in the broader business context in which consumers plan and implement their behavior (i.e., broad scope trust, BST). NST is defined as "the expectation that the service provider can be relied on to deliver on its promises’, while BST is defined as ‘the expectation....../U a consumer becomes, the higher/lower NST and levels of relationship satisfaction will be. Second, it is demonstrated that BST has a negative moderating effect on the relationship between knowledge O/U and satisfaction, such that knowledge O/U has a higher positive/negative effect on relationship satisfaction...

Influence of healthcare institution managers' proactive approach to communication activities on patient satisfaction

Directory of Open Access Journals (Sweden)

Filipović Vinka

2010-01-01

Full Text Available Background/Aim. Over the recent years customer satisfaction program as a tool for patient satisfaction has been recognized as an important issue in healthcare services. The aim of this preliminary study was to explore an influence of healthcare institution managers' approach and attitudes to marketing and public relations activities (communication activities, in the context of implementation of customer satisfaction programs, on patient satisfaction. Methods. The study was conducted among managers from different state-owned healthcare institutions (healthcare centers, clinics, hospitals in Serbia. The structured questionnaire form, comprising both open and closed questions, was used as a main research tool. The total number of sent questionnaires was 120; 56 questionnaires were sent back, while 49 of them were valid. Results. It was shown that 42.9% of healthcare institutions apply proactive media approach, and that 35.7% of the organizations have a person who, besides his/her basic engagements, performs activities connected with marketing and public relations. Using Chi-square likelihood ratio test it is confirmed that these activities have a significant role in supporting customer satisfaction program implementation (p < 0.05. The results showed that in 69.4% cases, positive attitude of healthcare institutions managers toward marketing and public relations activities had positive influence on patient satisfaction (p < 0.05. Conclusion. Managers in healthcare sector in Serbia who used proactive approach toward media and who had already institutionalized communication activities with external stakeholders have a positive attitude to implementation of customer satisfaction program. Furthermore, managers' attitude toward communication activities has influence on patient satisfaction.

Patients' Preoperative Expectation and Outcome of Cataract Surgery ...

African Journals Online (AJOL)

BACKGROUND: Patient's satisfaction for a given treatment is an important clinical outcome because a satisfied patient is more likely to comply with treatments, attend follow-ups and advocate the service to others. Therefore, knowing patients' expectations before a planned procedure or treatment and the actual level of ...

The necessary burden of involving stakeholders in agent-based modelling for education and decision-making

Science.gov (United States)

Bommel, P.; Bautista Solís, P.; Leclerc, G.

2016-12-01

We implemented a participatory process with water stakeholders for improving resilience to drought at watershed scale, and for reducing water pollution disputes in drought prone Northwestern Costa Rica. The purpose is to facilitate co-management in a rural watershed impacted by recurrent droughts related to ENSO. The process involved designing "ContaMiCuenca", a hybrid agent-based model where users can specify the decisions of their agents. We followed a Companion Modeling approach (www.commod.org) and organized 10 workshops that included research techniques such as participatory diagnostics, actor-resources-interaction and UML diagrams, multi-agents model design, and interactive simulation sessions. We collectively assessed the main water issues in the watershed, prioritized their importance, defined the objectives of the process, and pilot-tested ContaMiCuenca for environmental education with adults and children. Simulation sessions resulted in debates about the need to improve the model accuracy, arguably more relevant for decision-making. This helped identify sensible knowledge gaps in the groundwater pollution and aquifer dynamics that need to be addressed in order to improve our collective learning. Significant mismatches among participants expectations, objectives, and agendas considerably slowed down the participatory process. The main issue may originate in participants expecting technical solutions from a positivist science, as constantly promoted in the region by dole-out initiatives, which is incompatible with the constructivist stance of participatory modellers. This requires much closer interaction of community members with modellers, which may be hard to attain in the current research practice and institutional context. Nevertheless, overcoming these constraints is necessary for a true involvement of water stakeholders to achieve community-based decisions that facilitate integrated water management. Our findings provide significant guidance for

Dividing the CSR Attitudes in the Romanian Banking Sector through the Stakeholder Theory

Directory of Open Access Journals (Sweden)

Georgiana-Loredana Frecea

2017-03-01

Full Text Available This paper focus on the stakeholder theory, based on the CSR disclosure analysis and investigate the attitude of the banking institutions towards their social and environmental impact and the stakeholders’ interests relative to the CSR concerns. The analysed banks adjust their corporate behaviour according to the community expectations, experiencing a particular form of CSR, which is more orientated to the philanthropic activity. The major CSR characteristics of the Romanian banking sector highlights the commitment of the banking institutions in the sustainability framework, in order to meet the stakeholders’ expectations and to stress the organizational values, reaching in the same time a strong positive image. The value of these findings for the banking practice refers to the main directions provided by the most competitive actors on the market, in order to legitimize their activity and to offer a unitary level of integration of the stakeholder theory in the strategic CSR policy.

Parental satisfaction with paediatric care, triage and waiting times.

Science.gov (United States)

Fitzpatrick, Nicholas; Breen, Daniel T; Taylor, James; Paul, Eldho; Grosvenor, Robert; Heggie, Katrina; Mahar, Patrick D

2014-04-01

The present study aims to determine parental and guardian's perceptions of paediatric emergency care and satisfaction with care, waiting times and triage category in a community ED. A structured questionnaire was provided to parents or guardians of paediatric patients presenting to emergency. The survey evaluated parent perceptions of waiting time, environment/facilities, professionalism and communication skills of staff and overall satisfaction of care. One hundred and thirty-three completed questionnaires were received from parents of paediatric patients. Responses were overall positive with respect to the multiple domains assessed. Parents generally considered waiting times to be appropriate and consistent with triage categories. Overall satisfaction was not significantly different for varying treatment or waiting times. Patients triaged as semi-urgent were of the opinion that waiting times were less appropriate than urgent, less-urgent or non-urgent patients. On the basis of the present study, patient perceptions and overall satisfaction of care does not appear to be primarily influenced by time spent waiting or receiving treatment. Attempts made at the triage process to ensure that semi-urgent patients have reasonable expectations of waiting times might provide an opportunity to improve these patients' expectations and perceptions. © 2014 Australasian College for Emergency Medicine and Australasian Society for Emergency Medicine.

Expectations and experiences of customers in formal full service ...

African Journals Online (AJOL)

The DINESERV gap was -0.47, which indicates that overall customers' experiences fell below customers' expectations. Restaurateurs should improve customers' experiences to reduce the DINESERV gap. The results of this study could help restaurateurs to identify areas of improvement and increase customer satisfaction.

Dental and Dental Hygiene Intraprofessional Education: A Pilot Program and Assessment of Students' and Patients' Satisfaction.

Science.gov (United States)

Jones, Vickie E; Karydis, Anastasios; Hottel, Timothy L

2017-10-01

Interprofessional and intraprofessional education (when students from two or more professions or within the same profession, respectively, learn about, from, and/or with each other) is crucial for effective interdisciplinary collaboration. The aims of this study were to assess the effectiveness of a clinical intraprofessional education program for dental and dental hygiene students, based on students' expectations and satisfaction with the program and patients' satisfaction with the team-based care. The pilot program was developed at the University of Tennessee Health Science Center College of Dentistry, where dental hygiene students were paired randomly with dental students scheduled for prophylaxis, scaling and root planing, or periodontal maintenance. Surveys with questions about the students' expectations and satisfaction were distributed to 89 senior dental students and 27 senior dental hygiene students before and after team-based procedures. Another survey was distributed to 17 patients asking about their satisfaction with the team-based care. All 27 dental hygiene students (100% response rate), 51 dental students (57.3% response rate), and all 17 patients (100% response rate) participated in the surveys. The results showed that both the dental and dental hygiene students had high expectations and were overall satisfied with the intraprofessional education. The students' expectations and perceived educational gap (difference between expectations and satisfaction) differed for the dental and dental hygiene students (ppatients were overwhelmingly satisfied with the team-based care. These results suggest that this intraprofessional practice model provided an effective educational experience for both dental and dental hygiene students and patients. The differences between the dental hygiene and dental students' expectations will help in the design of more effective training that promotes intraprofessional and interprofessional teamwork.

Effective stakeholder management for medical practitioners

Directory of Open Access Journals (Sweden)

E Zigiriadis

2014-01-01

Full Text Available The importance of organizational-stakeholder relationships is highlighted in most organizational studies literature. This article investigates the relationship between medical practices and their stakeholders and has been developed to provide guidance on stakeholder engagement and communication. It is intended to provide a useful reference point for all medical practices concerning stakeholder engagement activities. Direction is provided on how to identify and ultimately engage with stakeholders. It should hopefully further develop the effectiveness of engagement efforts that are undertaken between a medical practice and its stakeholders. The ability of a medical practice to cultivate and sustain strong relationships with its prominent stakeholder groups greatly enhances the likelihood that the relationship will endure. Medical practitioners in South Africa are generally in urgent need of pursuing new ways of delivering quality health care through developing new service models that have been developed with the help of relevant stakeholders. Since stakeholder relationship management is critical for corporate sustainability, medical practice management should seek strategic direction by investigating the relative competitive threat and relative supportive value of each stakeholder and then classify them accordingly.

Strategic stakeholder management by corporate social responsibility: Some conceptual thoughts

OpenAIRE

Markus Stiglbauer

2011-01-01

The sustainability and responsibility of corporate strategic management has become an important issue in recent years, not only against the background of the current financial and economic crisis. Companies are expected not only to succeed economically, but also ecologically and socially. Companies can use the issue of corporate responsibility to capture new markets and opportunities. But new requirements arise. Thus, stakeholders may exert pressure on companies to assume social responsibilit...

Contrasting of CSR strategies self-presentations and consumers expectations in Serbia

Directory of Open Access Journals (Sweden)

Čurčić Radmila D.

2016-01-01

Full Text Available Corporate social responsibility (CSR, as a widely accepted approach is often applied by the companies not only to create a social impact but also as a powerful tool to create the image of the company among customers and increase its visibility. In order to contrast the CSR concepts of leading companies in Serbia as a country in a long-lasting post-socialist transition with the consumers' expectations, search of web-based self-presentations of leading companies in Serbia and questionnaire among consumers were used in present research. Obtained results point out that self-presentation of CSR programs by the leading companies in Serbia is in collision with consumers' expectations in respect to both, presented CSR motives and emphasized CSR activities. Companies are mainly emphasizing performance-driven motives for CSR, while consumers rate higher the motives related to stakeholders and value-based motives. Environment protection is the only activity recognized with similar importance by the companies and by the consumers. Consumers' expectations are the highest in respect to stakeholders-related CSR including consumers, employees and suppliers, while the companies rarely emphasize these aspects of CSR. Oppositely, support for social issues and donations employed very frequently by the companies do not meet high consumers' expectations.

Communication and Stakeholder Involvement in Environmental Remediation Projects

International Nuclear Information System (INIS)

2014-01-01

The way in which members of the public perceive a contamination situation and an approach to the remediation of contaminated land will influence the decision making process in a variety of ways. Through communication between experts, decision makers and members of stakeholder communities, participatory processes and negotiation between different interest groups can sometimes be used effectively as mechanisms for improving the overall decision making process. The intention is to ensure a technically sound and socially acceptable decision that meets norms of adequacy or satisfactory performance in relation to a whole range of different concerns. Good communication strategies will encourage cooperation and understanding between different interested parties in remediation projects. Involvement of affected or interested persons can prevent fear driven reactions, which potentially damage public response and create undue expectations or unnecessary anxiety. For all environmental remediation (ER) cases, there is a risk that the process will fail if it does not respect social, environmental, political and economic dimensions. This requires open, clear and mutually agreed lines of communication among stakeholders within a well defined legal framework. A general recommendation is to involve them from a very early point in the process. This publication presents ER in plain language in such a way that implementers and regulators can communicate the motives and objectives of remediation projects to a variety of stakeholder communities in order to improve mutual understanding and facilitate dialogue between interested parties. ER is considered from two perspectives: technical and non-technical. A section that gives general ideas on the strategies to deal with stakeholder involvement and which discusses different aspects of the communication approaches in ER is then included. It is recognized that social, cultural and political situations are very diverse in different countries in

Communication and Stakeholder Involvement in Environmental Remediation Projects

Energy Technology Data Exchange (ETDEWEB)

NONE

2014-05-15

The way in which members of the public perceive a contamination situation and an approach to the remediation of contaminated land will influence the decision making process in a variety of ways. Through communication between experts, decision makers and members of stakeholder communities, participatory processes and negotiation between different interest groups can sometimes be used effectively as mechanisms for improving the overall decision making process. The intention is to ensure a technically sound and socially acceptable decision that meets norms of adequacy or satisfactory performance in relation to a whole range of different concerns. Good communication strategies will encourage cooperation and understanding between different interested parties in remediation projects. Involvement of affected or interested persons can prevent fear driven reactions, which potentially damage public response and create undue expectations or unnecessary anxiety. For all environmental remediation (ER) cases, there is a risk that the process will fail if it does not respect social, environmental, political and economic dimensions. This requires open, clear and mutually agreed lines of communication among stakeholders within a well defined legal framework. A general recommendation is to involve them from a very early point in the process. This publication presents ER in plain language in such a way that implementers and regulators can communicate the motives and objectives of remediation projects to a variety of stakeholder communities in order to improve mutual understanding and facilitate dialogue between interested parties. ER is considered from two perspectives: technical and non-technical. A section that gives general ideas on the strategies to deal with stakeholder involvement and which discusses different aspects of the communication approaches in ER is then included. It is recognized that social, cultural and political situations are very diverse in different countries in

Attitudes towards evaluation of psychiatric disability claims: a survey of Swiss stakeholders.

Science.gov (United States)

Schandelmaier, Stefan; Leibold, Andrea; Fischer, Katrin; Mager, Ralph; Hoffmann-Richter, Ulrike; Bachmann, Monica Susanne; Kedzia, Sarah; Busse, Jason Walter; Guyatt, Gordon Henry; Jeger, Joerg; Marelli, Renato; De Boer, Wout Ernst Lodewijk; Kunz, Regina

2015-01-01

In Switzerland, evaluation of work capacity in individuals with mental disorders has come under criticism. We surveyed stakeholders about their concerns and expectations of the current claim process. We conducted a nationwide online survey among five stakeholder groups. We asked 37 questions addressing the claim process and the evaluation of work capacity, the maximum acceptable disagreement in judgments on work capacity, and its documentation. Response rate among 704 stakeholders (95 plaintiff lawyers, 285 treating psychiatrists, 129 expert psychiatrists evaluating work capacity, 64 social judges, 131 insurers) varied between 71% and 29%. Of the lawyers, 92% were dissatisfied with the current claim process, as were psychiatrists (73%) and experts (64%), whereas the majority of judges (72%) and insurers (81%) were satisfied. Stakeholders agreed in their concerns, such as the lack of a transparent relationship between the experts' findings and their conclusions regarding work capacity, medical evaluations inappropriately addressing legal issues, and the experts' delay in finalising the report. Findings mirror the characteristics that stakeholders consider important for an optimal work capacity evaluation. For a scenario where two experts evaluate the same claimant, stakeholders considered an inter-rater difference of 10%‒20% in work capacity at maximum acceptable. Plaintiff lawyers, treating psychiatrists and experts perceive major problems in work capacity evaluation of psychiatric claims whereas judges and insurers see the process more positively. Efforts to improve the process should include clarifying the basis on which judgments are made, restricting judgments to areas of expertise, and ensuring prompt submission of evaluations.

Multiple forms of stakeholder interaction in environmental management: business arguments regarding differences in stakeholder relationships

OpenAIRE

Onkila, Tiina

2011-01-01

This study describes and interprets differences in stakeholder interaction as rhetorically constructed in environmental reports and in interviews with environmental managers. It also interprets the role of the natural environment among stakeholders, and discusses how that role is justified or not justified. The study focuses in a business perspective on stakeholder interaction in environmental management. Characteristically, stakeholder studies of environmental management have concentrated on...

The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria

Directory of Open Access Journals (Sweden)

Olu Ojo

2010-03-01

Full Text Available This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percentage and tables were used for data presentation and analysis. Regression analysis and Pearson product moment correlation coefficient were employed in testing our hypotheses. The study reveals that service quality has effect on customer satisfaction and that there is a positive relationship between service quality and customer satisfaction. The researcher concluded by recommending that organisations should focus more attention on service quality, because of its effects on customer satisfaction. To ensure that customer satisfaction level is high, organisation must first of all know the expectations of the customers and how they can meet such expectations. Customer satisfaction helps in customer loyalty and retention. It has been discovered that it costs to attract new customer than to retain existing ones. It is also recommended that organisations should welcome suggestions from customers and more programmes should be designed to measure service quality and customer satisfaction.Keywords: Customer, Service, Customer Satisfaction, Service Quality, Customer Loyalty.

Client satisfaction with reproductive health-care quality: integrating business approaches to modeling and measurement.

Science.gov (United States)

Alden, Dana L; Do, Mai Hoa; Bhawuk, Dharm

2004-12-01

Health-care managers are increasingly interested in client perceptions of clinic service quality and satisfaction. While tremendous progress has occurred, additional perspectives on the conceptualization, modeling and measurement of these constructs may further assist health-care managers seeking to provide high-quality care. To that end, this study draws on theories from business and health to develop an integrated model featuring antecedents to and consequences of reproductive health-care client satisfaction. In addition to developing a new model, this study contributes by testing how well Western-based theories of client satisfaction hold in a developing, Asian country. Applied to urban, reproductive health clinic users in Hanoi, Vietnam, test results suggest that hypothesized antecedents such as pre-visit expectations, perceived clinic performance and how much performance exceeds expectations impact client satisfaction. However, the relative importance of these predictors appears to vary depending on a client's level of service-related experience. Finally, higher levels of client satisfaction are positively related to future clinic use intentions. This study demonstrates the value of: (1) incorporating theoretical perspectives from multiple disciplines to model processes underlying health-care satisfaction and (2) field testing those models before implementation. It also furthers research designed to provide health-care managers with actionable measures of the complex processes related to their clients' satisfaction.

Building partnerships: a pilot study of stakeholders' attitudes on technology disruption in behavioral health delivery and research.

Science.gov (United States)

Sucala, Madalina; Nilsen, Wendy; Muench, Frederick

2017-12-01

Collaborations between scientists, care providers, and technology industry professionals are becoming more relevant for developing, testing, and implementing behavioral health technologies. As the need for such partnerships increases, it is important to understand stakeholders' attitudes about their role in partnering for developing such technologies and how much do they expect technology to impact behavioral research and care. The aim of this study was to investigate how much technology disruption do stakeholders expect in healthcare, as well as their perceived contribution in partnering for developing behavioral health technologies. Stakeholders (N = 74) responded to an online convenience sampling survey. Over 89% of participants reported expecting that technology will bring at least a moderate amount of disruption in the current models of behavioral healthcare, with respondents with the most experience in digital health expecting the most disruption. As for their perception of each other's role in partnering for developing behavioral health technologies, one group's weakness was considered to be complemented by another group's strength. Academics were perceived as having more theoretical and research expertise but being less technology-savvy, while industry professionals were considered to excel at technological and marketing activities. Providers were considered to have the most clinical and real-world healthcare industry expertise. Our results indicate that technology is expected to disrupt current healthcare models, while also highlighting the need for collaboration, as no single group was considered to have sufficient expertise and resources to develop successful, effective behavioral health technologies on its own. These results may contribute to a better understanding of how technology disruption is affecting behavioral healthcare from the standpoint of its key players, which may lead to better collaborative models of research and care delivery.

Service-Learning in Nonprofit Organizations: Motivations, Expectations, and Outcomes

Science.gov (United States)

Basinger, Nancy; Bartholomew, Keith

2006-01-01

This article applies theories of giving from philanthropic studies to enhance understanding of service-learning relationships between students and community partners. Focusing on the participation motivations, outcome expectations, and satisfaction levels of community partners who have recently completed work with service-learning students, the…

Evaluation Of International Tourist Satisfaction In Weh Island Indonesia Using HOLSAT Model

OpenAIRE

Dr. Syafruddin Chan

2015-01-01

The purpose of this research is to examine international tourist satisfaction in marine tourism especially diving and snorkeling in Weh Island Indonesia using Holsat Model. The data for this study come from survey in the field by using questioners and interview not only to tourists but also to other stakeholder such hotel owner government officials international NGO officers and other related parties. 200 Respondents were drawn from four 4 locations most tourists concentrated in Iboih Sumur T...

Determinants of continuance intention in a post-adoption satisfaction evaluation of a clinical information system.

Science.gov (United States)

Hadji, Brahim; Dupuis, Isabelle; Leneveut, Laurence; Heudes, Didier; Wagner, Jean-François; Degoulet, Patrice

2014-01-01

The evaluation of end-user satisfaction is an essential part of any clinical information system (CIS) project. The purpose of this study is to evaluate the determinants of CIS continuance intention in a late post-adoption phase at the Georges Pompidou University Hospital (HEGP) in Paris. We designed an electronic survey instrument based on an IT post-adoption model (ITPAM) developed from three previous models, i.e., the Delone and McLean Information Success Model, the Davis TAM model and the Bhattacherjee information system continuance intention model. 419 questionnaires were collected from CIS users directly involved in patient care. The perceived CIS quality, usefulness and user satisfaction are significantly lower for medical professions than other professional groups. Continuance intention is very high within all professional subgroups. In a multiple regression analysis, the global satisfaction (R(2) = .780) was positively and significantly correlated with CIS quality, confirmation of expectations and perceived CIS usefulness. The continuance intention (R(2) = .392) was positively and significantly correlated with perceived CIS usefulness, confirmation of expectations and global satisfaction. In a late post-adoption CIS deployment phase, continuance intention does not significantly depend on individual end user characteristics but is significantly associated with the perceived CIS usefulness, confirmation of expectations and global satisfaction.

Marketing health care to employees: the structure of employee health care plan satisfaction.

Science.gov (United States)

Mascarenhas, O A

1993-01-01

Providing cost-contained comprehensive quality health care to maintain healthy and productive employees is a challenging problem for all employers. Using a representative panel of metropolitan employees, the author investigates the internal and external structure of employee satisfaction with company-sponsored health care plans. Employee satisfaction is differentiated into four meaningful groups of health care benefits, whereas its external structure is supported by the traditional satisfaction paradigms of expectation-disconfirmation, attribution, and equity. Despite negative disconfirmation, employees register sufficiently high health care satisfaction levels, which suggests some useful strategies that employers may consider implementing.

Downscaling SSPs in Bangladesh - Integrating Science, Modelling and Stakeholders Through Qualitative and Quantitative Scenarios

Science.gov (United States)

Allan, A.; Barbour, E.; Salehin, M.; Hutton, C.; Lázár, A. N.; Nicholls, R. J.; Rahman, M. M.

2015-12-01

A downscaled scenario development process was adopted in the context of a project seeking to understand relationships between ecosystem services and human well-being in the Ganges-Brahmaputra delta. The aim was to link the concerns and priorities of relevant stakeholders with the integrated biophysical and poverty models used in the project. A 2-stage process was used to facilitate the connection between stakeholders concerns and available modelling capacity: the first to qualitatively describe what the future might look like in 2050; the second to translate these qualitative descriptions into the quantitative form required by the numerical models. An extended, modified SSP approach was adopted, with stakeholders downscaling issues identified through interviews as being priorities for the southwest of Bangladesh. Detailed qualitative futures were produced, before modellable elements were quantified in conjunction with an expert stakeholder cadre. Stakeholder input, using the methods adopted here, allows the top-down focus of the RCPs to be aligned with the bottom-up approach needed to make the SSPs appropriate at the more local scale, and also facilitates the translation of qualitative narrative scenarios into a quantitative form that lends itself to incorporation of biophysical and socio-economic indicators. The presentation will describe the downscaling process in detail, and conclude with findings regarding the importance of stakeholder involvement (and logistical considerations), balancing model capacity with expectations and recommendations on SSP refinement at local levels.

The Nature of E-Learning Adoption by Stakeholders of a University in Africa

Science.gov (United States)

Ansong, Eric; Boateng, Richard; Boateng, Sheena L.; Anderson, Augustus B.

2017-01-01

Studies looking at the nature of technology adoption from a multi-dimensional perspective have remained below expectation especially in African countries. This study, therefore, sought to explore the nature of e-learning adoption in the University of Ghana using a multi-stakeholder approach. A quantitative survey approach was adopted for this…

The Effect of Broadened Ranges of Expectancy on Satisfaction with Performance

Science.gov (United States)

1988-08-01

Campbell, D.T. (1971). Hedonic relativism and planning the good society . In M.H. Appley (Ed.), Adaptation-level theory. New York: Academic Press. "€ Brickman...a lower plausible outcome within the expectancy range and see the current outcome as favorable (e.g. This is a good score. It was possible that I...improvement). Persons with narrow ranges of expectancies cannot make these hedonically preferable selective comparisons. Giving Up Too Early and

Customer Satisfaction Index Model on Three Level Of Socioeconomic Status In Bogor Case Study: Customer Satisfaction on Branded Cooking Oil Product

Directory of Open Access Journals (Sweden)

Budi Setiawan

2014-06-01

Full Text Available Customer satisfaction index models have been developed in many countries, including Indonesia. Those models were commonly not focused on the socioeconomic status (SES of the customer, sothis condition could be a research gap. The aims of this research is to analyze the customer satisfaction index model of branded cooking oil product in Bogor, Indonesia based on SES established from the household monthly routine consumption. Questionnaires were used as primary data collection instrument in this study, while data analysis was carried out with variance based structural equation modeling (SEM which is also known as Partial Least Square (PLS model, and Kruskall Wallis nonparametric test. Perceived quality, perceived value and customer expectation as were significantly influencing the customer satisfaction construct in the structural model. This study also concluded that there is different level of overall customer satisfaction on the three levels of customer’s SES

Stakeholder analysis methodologies resource book

Energy Technology Data Exchange (ETDEWEB)

Babiuch, W.M.; Farhar, B.C.

1994-03-01

Stakeholder analysis allows analysts to identify how parties might be affected by government projects. This process involves identifying the likely impacts of a proposed action and stakeholder groups affected by that action. Additionally, the process involves assessing how these groups might be affected and suggesting measures to mitigate any adverse effects. Evidence suggests that the efficiency and effectiveness of government actions can be increased and adverse social impacts mitigated when officials understand how a proposed action might affect stakeholders. This report discusses how to conduct useful stakeholder analyses for government officials making decisions on energy-efficiency and renewable-energy technologies and their commercialization. It discusses methodological issues that may affect the validity and reliability of findings, including sampling, generalizability, validity, ``uncooperative`` stakeholder groups, using social indicators, and the effect of government regulations. The Appendix contains resource directories and a list of specialists in stakeholder analysis and involvement.

Identifying Estonian Stakeholder Views as the Bases for Designing Science Teachers' In-Service Course Which Support Promotion of Competence Based Curriculum Goals

Science.gov (United States)

Laius, A.; Post, A.; Rannikmäe, M.

2015-01-01

This study solicits views about the goals of science education from a range of stakeholders within the science education community and society. It also compares students' needs, expressed through stakeholder expectations, with the current learning situation of gymnasium graduates. The study uses a Delphi method to solicit views with 111…

Perceived stress and coping skills of university student–athletes and the relationship with life satisfaction

OpenAIRE

J. Surujlal; Y. Van Zyl; V.T. Nolan

2013-01-01

Student-athletes are expected to cope with their studies and participation in sport simultaneously as well as to satisfy the expectations of coaches, teammates, friends, and family. Once student-athletes perceive a situation as stressful and struggle to cope with the anticipation thereof, their satisfaction with life will be negatively influenced. This study was conducted to determine the relationship between perceived stress and coping skills with satisfaction with life of university student...

Met expectations and the wellbeing of diaspora immigrants: a longitudinal study.

Science.gov (United States)

Mähönen, Tuuli Anna; Leinonen, Elina; Jasinskaja-Lahti, Inga

2013-01-01

Previous research has pointed to the importance of expectations for the adaptation of immigrants. However, most studies have been methodologically retrospective with only limited possibilities to show the optimal relationship between migrants' expectations and actual acculturation experiences for their wellbeing and other aspects of psychological adaptation. Moreover, previous research has been conducted mostly among sojourners and students. This longitudinal study focused on the relationship between premigration expectations and postmigration experiences of diaspora immigrants from Russia to Finland (N = 153). We examined how the fulfillment of premigration expectations in social (i.e., family relations, friendships, and free time) and economic (i.e., occupational position, working conditions, and economic and career situation) domains affects immigrants' wellbeing (i.e., satisfaction with life and general mood) after migration. Three alternative models of expectation confirmation (i.e., disconfirmation model, ideal point model, and the importance of experiences only) derived from previous organizational psychological research were tested with polynomial regression and response surface analysis. In the economic domain, immigrants' expectations, experiences, and their interrelationship did not affect wellbeing in the postmigration stage. However, in the social domain, the more expectations were exceeded by actual experiences, the better were life satisfaction and the general mood of immigrants. The results underline the importance of social relationships and the context-dependent nature of immigrants' wellbeing. Interventions in the preacculturation stage should create positive but realistic expectations for diaspora immigrants and other groups of voluntary (re)migrants. Furthermore, policies concerning the postmigration stage should facilitate the fulfillment of these expectations and support the social adaptation of immigrants.

Getting What They Want: Aligning Student Expectations of Advising with Perceived Advisor Behaviors

Science.gov (United States)

Anderson, Whitney; Motto, Justin S.; Bourdeaux, Renee

2014-01-01

Maintaining effective undergraduate academic advising programs that meet the needs of students is an ongoing challenge for universities across the country. Using expectancy violations theory as a lens, this study argues that student satisfaction with advising is linked to alignment between student expectations of the advising process and perceived…

ISLAMIC CARING MODEL ON INCREASE PATIENT SATISFACTION

Directory of Open Access Journals (Sweden)

Muh. Abdurrouf

2017-04-01

could be applied in providing nursing care, further studies of other variables that had not been examined in accordance expectancy-disconfirmation theory according Wodruff and Gardial 2002 of comparison standard and satisfaction outcome.

Managing stakeholders in transformational government

DEFF Research Database (Denmark)

Reinwald, Anja Kaldahl; Kræmmergaard, Pernille

2012-01-01

a stakeholder perspective. The paper reports how they succeeded in involving the most important stakeholders in the process of reaching transformational government. Finally the paper offers six lessons learned, based on the case study, about how to manage the involved stakeholders to reach transformational...

78 FR 20119 - Broad Stakeholder Survey

Science.gov (United States)

2013-04-03

... DEPARTMENT OF HOMELAND SECURITY [Docket No. DHS-2012-0042] Broad Stakeholder Survey AGENCY... concerning the Broad Stakeholder Survey. DHS previously published this ICR in the Federal Register on August... across the Nation. The Broad Stakeholder Survey is designed to gather stakeholder feedback on the...

An investigation of the factors which influence to the satisfaction with tourist experience of a tourist-visitor of an event in Novi Sad

Directory of Open Access Journals (Sweden)

Hadžić Olga

2006-01-01

Full Text Available In this paper we investigate factors which influence to the satisfaction with tourist experience of a tourist/visitor of an event, and which are under the control in some extent by the organizer of the event, as well as by the tourism sector of the destination and the local community. A qualitative method (open interview and a quantitative method (the method of Importance/Performance matrix are used.. The results obtained by the application of these methods can help to the organizer of an event, as well as to the tourism sector on the destination, to make an estimation of the successfulness of the event, which is important in the planning process of a similar event in the future. We pointed out the necessity of joint efforts of many partners (stakeholders in tourism sector on the destination in order to satisfy the expectation of a tourist-visitor of the manifestation. Important stakeholders are experts in the domains of the space planning and the protection of the environment. They have to choose in their plans the venue for manifestations and camps for the accommodation of many visitors, which is of the special importance if tourism sector on the destination wish to include in their tourism offer international music manifestations, which attract thousand of tourists.

Stakeholder involvement in nuclear issues. INSAG-20. A report by the International Nuclear Safety Group

International Nuclear Information System (INIS)

2006-01-01

Many of the world's nuclear power plants were constructed long ago without much public involvement in the associated decision making. It is anticipated, however, that a variety of stakeholders will seek participation in such decisions now as the nuclear option is being revisited in many places. Accidents at Three Mile Island and Chernobyl, among other places, have served to arouse public concern. The development of 'here-and-now' media capabilities has created an awareness that may not have previously existed. Improvements in educational systems and the development of the Internet have made technical information and expertise available to individuals and locations that were previously without them. In addition, consideration of the environmental impacts of various energy strategies has moved to the fore. INSAG has concluded that the expectations of stakeholders of a right to participate in energy decisions are something that the nuclear community must address. Decisions regarding such matters as the siting and construction of a nuclear power plant are no longer largely the domain of a closed community of technical experts and utility executives. Today, the concerns and expectations of all manner of persons and organizations - from the local farmer to the international financial institution - must be considered. This report is intended for use by all stakeholders in the nuclear community - national regulatory authorities, nuclear power plant designers and operators, public interest organizations and individuals, the media and, not to be forgotten, local and national populations. INSAG's fundamental conclusion is that all stakeholders with an interest in nuclear decisions should be provided with an opportunity for full and effective participation in them. With this right, however, come certain obligations on all sides for openness, candour and civility. INSAG is hopeful that this report will help define the interests and roles of the stakeholders in the nuclear

Do CSR Practices Of Banks In Mauritius Lead To Satisfaction And Loyalty?

Directory of Open Access Journals (Sweden)

Ramlugun Vidisha Gunesh

2015-08-01

Full Text Available This study aims to determine how CSR activities of banks in Mauritius impact on customers’ satisfaction and loyalty towards banks. A stakeholder approach to CSR and Carroll’s (1991 four part definition was adopted, which included economic, legal, ethical and philanthropic corporate social responsibilities. A three- section questionnaire was used for data collection. 384 questionnaires were distributed, out of which 352 were returned. The results indicate that philanthropic CSR, economic CSR and ethical CSR, in their order of descending importance, are significant predictors of customer satisfaction and loyalty. The study shows that legal responsibilities however did not influence customer satisfaction and loyalty. The study concludes that philanthropic, economic and ethical CSR could be areas to further investigate with a view to benefit from competitive advantage in the banking sector. The study purports to contribute to existing literature by providing evidence that Carroll’s model may not be applicable in non-western context, more particularly so, in small economies. The study also advocates future research avenues.

Info avond Go&Learn stakeholders

OpenAIRE

Brabant, Karen

2014-01-01

De infoavond licht de stakeholders in over de planning en invulling van de circuits en de praktische organisatie ervan. De stakeholders worden ingelicht over de huidige realisaties binnen het project, zowel op nationaal als internationaal niveau. Het geeft aan de stakeholders eveneens de kans om te netwerken.

Patient satisfaction in radiation oncology

International Nuclear Information System (INIS)

Zissiadis, Y.; Provis, A.; Dhaliwal, S.S.

2003-01-01

In this current economic climate where the costs of providing a good medical service are escalating, patients are demanding a higher level of service from the Radiation Oncology providers. This coupled with the rising level of patients' expectations make it absolutely paramount for Radiation Oncology providers to offer the best possible service to their patients. In order to do this, it is essential to assess the present level of patient satisfaction prior to deciding which aspects of the current service need to be changed. In this pilot study, we assess the level of patient satisfaction with aspects of the radiotherapy service and the level of patient anxiety both prior to and following radiotherapy at the Perth Radiation Oncology Centre. A questionnaire was created using a combination of the Information Satisfaction Questionnaire-1 (ISQ-1), the Very Short Questionnaire 9 (VSQ 9) and the State Trait Anxiety Index (STAI). One hundred new patients were studied, all of whom were to have radiotherapy with curative intent. The results of this study are reviewed in this presentation

[Parental beliefs on medication and satisfaction with child healthcare].

Science.gov (United States)

Fernández-Castillo, Antonio; Vílchez-Lara, María José

2015-01-01

The aim of this study is to explore a possible significant relationship between parental beliefs about medication and satisfaction with the medical care their children receive in two different healthcare settings. The study included a total of 1,517 parents whose children were being treated either in pediatric primary care or pediatric emergency centers in eastern Andalusia. Of these, 489 were men and 1,028 women. The research instruments used were the Beliefs about Medicines Questionnaire (BMQ) and the Scale of Satisfaction with Health Care Services. Our results indicate that high levels of negative beliefs about medication were significantly associated with lower levels of parent satisfaction with healthcare received. Satisfaction with pediatric healthcare depends on aspects relating to the healthcare system, but certainly personal psychological and social variables like beliefs and parent’s previous expectations may play an important role too.

The role of socio-cognitive variables in predicting learning satisfaction in smart schools

Directory of Open Access Journals (Sweden)

Mohammad Reza Firoozi

2017-03-01

Full Text Available The present study aimed to investigate the role of Socio-Cognitive variables in predicting learning satisfaction in Smart Schools. The population was all the primary school students studying in smart schools in the city of Shiraz in the school year 2014-2015. The sample, randomly chosen through multi-stage cluster sampling, was 383 primary school students studying in smart schools in Shiraz. The instruments were the Computer Self-Efficiency Questionnaire developed by Torkzadeh (2003, Performance Expectation Questionnaire developed by Compeau and Higgins (1995, System Functionality and Content Feature Questionnaire developed by Pituch and Lee (2006, Interaction Questionnaire developed by Johnston, Killion and Oomen (2005, Learning Climate Questionnaire developed by Chou` and Liu (2005 and Learning Satisfaction Questionnaire developed by Chou and Liu (2005. In order to determine the possible relationship between variables and to predict the changes in the degree of satisfaction, we made use of correlational procedures and step-wise regression analysis. The results indicated that all the socio-cognitive variables have a positive and significant correlation with learning satisfaction. Out of the socio-cognitive variables in question, Computer Self-Efficiency, Performance Expectation and Learning Climate significantly explained 53% of the variance of learning satisfaction.

The Role of Socio-Cognitive Variables in Predicting Learning Satisfaction in Smart Schools

Directory of Open Access Journals (Sweden)

Mohammad Reza FIROOZI

2017-03-01

Full Text Available The present study aimed to investigate the role of Socio-Cognitive variables in predicting learning satisfaction in Smart Schools. The population was all the primary school students studying in smart schools in the city of Shiraz in the school year 2014-2015. The sample, randomly chosen through multi-stage cluster sampling, was 383 primary school students studying in smart schools in Shiraz. The instruments were the Computer Self-Efficiency Questionnaire developed by Torkzadeh (2003, Performance Expectation Questionnaire developed by Compeau and Higgins (1995, System Functionality and Content Feature Questionnaire developed by Pituch and Lee (2006, Interaction Questionnaire developed by Johnston, Killion and Oomen (2005, Learning Climate Questionnaire developed by Chou` and Liu (2005 and Learning Satisfaction Questionnaire developed by Chou and Liu (2005. In order to determine the possible relationship between variables and to predict the changes in the degree of satisfaction, we made use of correlational procedures and step-wise regression analysis. The results indicated that all the socio-cognitive variables have a positive and significant correlation with learning satisfaction. Out of the socio-cognitive variables in question, Computer Self-Efficiency, Performance Expectation and Learning Climate significantly explained 53% of the variance of learning satisfaction.

Job satisfaction among Australian doctors: the use of latent class analysis.

Science.gov (United States)

Joyce, Catherine; Wang, Wei Chun

2015-10-01

To identify patterns of job satisfaction among Australian doctors using latent class analysis, and to determine the relationships of these patterns to personal and professional characteristics so as to improve satisfaction and minimize medical wastage. MABEL (Medicine in Australia: Balancing Employment and Life) data in 2011 were used. The study collected information on 5764 doctors about their job satisfaction, demographic characteristics, their health, country of medical training, opportunities for professional development and social interaction, taking time off work, views of patients' expectations, unpredictable working hours, hours worked per week, preference to reduce hours and intention to leave the medical workforce. Four latent classes of job satisfaction were identified: 5.8% had high job satisfaction; 19.4% had low satisfaction with working hours; 16.1% had high satisfaction with working hours but felt undervalued; and 6.5% had low job satisfaction. Low job satisfaction was associated with reporting poor health, having trained outside Australia, having poor opportunities for professional development and working longer hours. Low satisfaction was associated with a preference to reduce work hours and an intention to leave the medical workforce. To improve job satisfaction and minimize medical wastage, policies need to address needs of overseas trained doctors, provide continuing professional development and provide good health care for doctors. © The Author(s) 2015.

A study on different factors influencing customer satisfaction on industrial market

Directory of Open Access Journals (Sweden)

Alireza Shirani

2014-01-01

Full Text Available Customer satisfaction plays essential role on the success of industrial products such as milk in todays’ marketing planning. In this paper, we present a conceptual model to measure the relative impact of various factors on customer satisfaction. The proposed study of this paper designs a questionnaire and distributes it among managers of a dairy producer named Pegah in city of Esfahan, Iran. Using Pearson correlation ratio as well as stepwise regression technique, the study has found positive and meaningful relationship between customer satisfaction and price, quality of product, distribution and compatibility with customer expectation. In addition, the study detects a negative and meaningful relationship between conflict and customer satisfaction.

Communication and collaboration among return-to-work stakeholders.

Science.gov (United States)

Russell, Elizabeth; Kosny, Agnieszka

2018-05-17

Workers who are injured or become ill on the job are best able to return-to-work when stakeholders involved in their case collaborate and communicate. This study examined health care providers' and case managers' engagement in rehabilitation and return-to-work following workplace injury or illness. In-depth interviews were conducted with 97 health care providers and 34 case managers in four Canadian provinces about their experiences facilitating rehabilitation and return-to-work, and interacting with system stakeholders. A qualitative thematic content analysis demonstrated two key findings. Firstly, stakeholders were challenged to collaborate as a result of: barriers to interdisciplinary and cross-professional communication; philosophical differences about the timing and appropriateness of return-to-work; and confusion among health care providers about the workers' compensation system. Secondly, these challenges adversely affected the co-ordination of patient care, and consequentially, injured workers often became information conduits, and effective and timely treatment and return-to-work was sometimes negatively impacted. Communication challenges between health care providers and case managers may negatively impact patient care and alienate treating health care providers. Discussion about role clarification, the appropriateness of early return-to-work, how paperwork shapes health care providers' role expectations, and strengthened inter-professional communication are considered. Implications for Rehabilitation Administrative and conceptual barriers in workers' compensation systems challenge collaboration and communication between health care providers and case managers. Injured workers may become conduits of incorrect information, resulting in adversarial relationships, overturned health care providers' recommendations, and their disengagement from rehabilitation and return-to-work. Stakeholders should clarify the role of health care providers during

Integrating Environmental and Stakeholder Management

DEFF Research Database (Denmark)

Madsen, Henning; Ulhøi, John Parm

2001-01-01

Regulation has been an important instrument in pushing the business community towards im-proved environmental performance. However, there has also been increasing pressure from a growing number of stakeholders, including employees, customers, neighbours and NGOs, etc. In order to improve corporate...... relationships with various stakeholders, companies need to be able to identify these stakeholders and assess their influence. The first part of this paper will discuss the relevant theory and introduce a model to analyse and identify the most significant stakeholder groups and their influence on corporate...

Stakeholder Thinking in Sustainability Management

DEFF Research Database (Denmark)

Gjerdrum Pedersen, Esben Rahbek; Hove Henriksen, Morten; Frier, Claus

2013-01-01

Purpose – The objective of the paper is to describe and discuss how the biotech company Novozymes integrates stakeholder thinking into everyday sustainability practices. Design/methodology/approach – The paper is based on first-hand experiences as well as secondary information from Novozymes' sta...... to make sense of stakeholder thinking. Originality/value – The contribution of this paper is to provide a detailed analysis of how various stakeholder relations management methods can be used in practice to integrate sustainability in an organisation.......' stakeholder-oriented sustainability activities. Findings – The paper illustrates how a company is striving to transform the general stakeholder principles into concrete, manageable actions. Moreover, the paper describes some of the needs, challenges, and paradoxes experienced by an organisation that is trying...

Patient satisfaction with out-of-hours GP cooperatives: a longitudinal study.

Science.gov (United States)

Smits, Marleen; Huibers, Linda; Oude Bos, Anita; Giesen, Paul

2012-12-01

For over a decade, out-of-hours primary care in the Netherlands has been provided by general practitioner (GP) cooperatives. In the past years, quality improvements have been made and patients have become acquainted with the service. This may have increased patient satisfaction. The objective of this study was to examine changes in patient satisfaction with GP cooperatives over time. Longitudinal observational study. A validated patient satisfaction questionnaire was distributed in 2003-2004 (T1) and 2007-2008 (T2). Items were rated on a scale from 0 to 10 (1 = very bad; 10 = excellent). Eight GP cooperatives in the Netherlands. Stratified sample of 9600 patients. Response was 55% at T1 (n = 2634) and 51% at T2 (n = 2462). Expectations met; satisfaction with triage nurses, GPs, and organization. For most patients the care received at the GP cooperative met their expectations (T1: 86.1% and T2: 88.4%). Patients were satisfied with the triage nurses (overall grade T1: 7.73 and T2: 7.99), GPs (T1: 8.04 and T2: 8.25), and organization (overall grade T1: 7.60 and T2: 7.78). Satisfaction with triage nurses showed the largest increase over time. The quality and effectiveness of advice or treatment were given relatively low grades. Of all organizational aspects, the lowest grades were given for waiting times and information about the cooperative. In general, patients were initially satisfied with GP cooperatives and satisfaction had even increased four years later. However, there is room for improvement in the content of the advice, waiting times, and information supply. More research is needed into satisfaction of specific patient groups.

Involving stakeholders and developing a policy for stakeholder involvement in the European network for Health Technology Assessment, EUnetHTA

DEFF Research Database (Denmark)

Palmhøj Nielsen, Camilla; Wadmann, Sarah; Børlum Kristensen, Finn

2009-01-01

in national/regional policy making. A stakeholder Web site, analyses of stakeholder opinions on HTA and EUnetHTA in a discussion topic catalog, and a draft stakeholder policy resulted from the work. Conclusions: Stakeholder involvement in EUnetHTA is necessary to ensure the legitimacy and prospects...... be continued. Our experience shows the challenge of obtaining balanced stakeholder representation across the identified stakeholder groups. Continued attention should be given to achieving balanced stakeholder representation....

Evaluating stakeholder management performance using a stakeholder report card: the next step in theory and practice.

Science.gov (United States)

Malvey, Donna; Fottler, Myron D; Slovensky, Donna J

2002-01-01

In the highly competitive health care environment, the survival of an organization may depend on how well powerful stakeholders are managed. Yet, the existing strategic stakeholder management process does not include evaluation of stakeholder management performance. To address this critical gap, this paper proposes a systematic method for evaluation using a stakeholder report card. An example of a physician report card based on this methodology is presented.

DISCONFIRMATION AND SATISFACTION IN THE LIGHT OF CULTURE - AN ANALYSIS FOR CHINESE AND U.S. AMERICAN CONSUMERS

OpenAIRE

Franziska Krüger

2011-01-01

Literature indicates that culture influences consumers' expectations on a product or service, how they perceive performance, handle disconfirmation resulting from the comparison of expectations and perceived product or service performance, as well as their satisfaction. The study compares the confirmation/disconfirmation-paradigm between Chinese and U.S. American consumers. The influence of Hofstede's (2001) cultural dimension on disconfirmation and satisfaction is examined. The results show ...

Conducting research in risk communication that is both beneficial for stakeholders and scientists

Science.gov (United States)

Charrière, Marie; Bogaard, Thom; Junier, Sandra; Malet, Jean-Philippe; Mostert, Erik

2015-04-01

One of the key tasks for disaster risk reduction is raising awareness. On way to increase it is through risk communication, including visual risk communication. Previous research showed that visual risk communication linked to natural hazards is mostly evaluated in terms of user's requirements, ability to understand the content, or satisfaction with the diverse components of the tool(s): Its impact on risk awareness is not researched. Most of the risk communication evaluations are performed in a lab-type environments and thus their conclusions might not be fully valid in real life settings. Our approach differs in the sense that we decided to test a real communication effort. However, we did not use an existing one but designed our own. This process was conducted according to collaborative research principles, meaning that we created the communication effort in collaboration with the local stakeholders in order to respect the social environment of the case study. Moreover, our research activity should be beneficial and significant for the community in which we work as well as for science. This contribution will present the process that allowed us to design an exhibition in the Ubaye Valley (France) and the methodology that was developed to measure changes in risk awareness. During a 2-years project, we collaborated with local and regional stakeholders (politicians and technicians). Informal meetings with local stakeholders were organized to determine what they perceived as the needs in term of risk communication and to investigate the potential to develop activities that would benefit both them and us. We were offered the opportunity to design an exhibition for the local public library. We proposed the content and this was adjusted in interaction with the stakeholders. Later local technicians and inhabitants contributed to the content of the exhibition and regional stakeholders helped with the funding of the exhibition. Finally, employees of the public library took

Family caregiver satisfaction with the nursing home after placement of a relative with dementia.

Science.gov (United States)

Tornatore, Jane B; Grant, Leslie A

2004-03-01

This article examines family caregiver satisfaction after nursing home placement of a relative with Alzheimer disease or a related dementia. Determining what contributes to family caregiver satisfaction is a critical step toward implementing effective quality improvement strategies. A stress process model is used to study caregiver satisfaction among 285 family caregivers in relation to primary objective stressors (stage of dementia, length of stay, length of time in caregiving role, visitation frequency, involvement in nursing home, and involvement in hands-on care), subjective stressors (expectations for care), caregiver characteristics (education, marital status, familial relationship, workforce participation, distance from nursing home, and age), and organizational resources (rural/urban location, profit/nonprofit ownership, special care unit [SCU] designation, and custodial unit designation). SAS PROC MIXED is used in a multilevel analysis. Higher satisfaction is associated with earlier stage of dementia, greater length of time involved in caregiving prior to institutionalization, higher visitation frequency, less involvement in hands-on care, greater expectations for care, and less workforce participation. Multilevel analysis showed that primary stressors are the strongest predictors of satisfaction. Only one caregiver characteristic (work participation) and one organizational resource (rural/urban location) predict satisfaction. SCU designation was unrelated to satisfaction, perhaps because SCUs have less to offer residents in more advanced as opposed to earlier stages of Alzheimer disease. If family satisfaction is to be achieved, family presence in a nursing home needs to give caregivers a sense of positive involvement and influence over the care of their relative.

Reviewing the role of stakeholders in Operational Research; A stakeholder theory perspective

NARCIS (Netherlands)

Gooyert, V. de; Rouwette, E.A.J.A.; Kranenburg, H.L. van; Freeman, R.E.

2017-01-01

The role of stakeholders in organizational decision-making is gaining more and more attention. Managers find that in order to create value sustainably and ethically, it is necessary to balance the interests of various stakeholders. This trend is reflected in the management literature, where much

European model of satisfaction: a case study with students from a Higher Education Instituition

Directory of Open Access Journals (Sweden)

Everton Anger Cavalheiro

2014-06-01

Full Text Available This study aimed to evaluate the overall satisfaction determinants of the student’s body of a higher education institution in the northwest of Rio Grande do Sul/Brasil. To do so, a descriptive quantitative research was performed, which used a model based on a Survey with 402 students, being the instrument used to conduct the survey based on the European model of satisfaction. Represented by a structural equation (PASWAN YOUNG, 2002, apud VIEIRA et al., 2008, the ECSI (European Customer Satisfaction Model, focuses on: (i evaluating the influence of perceived quality, the expectation of quality, image and perceived value in the overall student satisfaction; (II evaluating the influence of the general satisfaction of students in the level of loyalty and retention of students in the educational institution, and (III pointing key areas as well as a set of indicators for the management and maintenance of the students’ satisfaction from the institution being analyzed. Thus, with the application of the instrument, three factors able to explain 78% of student’s satisfaction towards the university were found: the first and most representative factor was called the student perceived value, which is the perceived value or level of teaching quality for the price paid by the students, the second factor is the image of the university, and the third factor are the expectations of the student.

Impact of preoperative diagnosis on patient satisfaction following lumbar spine surgery.

Science.gov (United States)

Crawford, Charles H; Carreon, Leah Y; Bydon, Mohamad; Asher, Anthony L; Glassman, Steven D

2017-06-01

OBJECTIVE Patient satisfaction is a commonly used metric in the current health care environment. While factors that affect patient satisfaction following spine surgery are complex, the authors of this study hypothesized that specific diagnostic groups of patients are more likely to be satisfied after spine surgery and that this is reflected in patient-reported outcome measures. The purpose of this study was to determine if the preoperative diagnosis-disc herniation, stenosis, spondylolisthesis, adjacent segment degeneration, or mechanical disc collapse-would impact patient satisfaction following surgery. METHODS Patients enrolled in the Quality Outcomes Database, formerly known as the National Neurosurgery Quality and Outcomes Database (N 2 QOD), completed patient-reported outcome measures, including the Oswestry Disability Index (ODI) and Numeric Rating Scale (NRS) for back pain (NRS-BP) and leg pain (NRS-LP) preoperatively and 1-year postoperatively. Patients were stratified by diagnosis and by their response to the satisfaction question: 1) surgery met my expectations; 2) I did not improve as much as I hoped, but I would undergo the same operation for the same results; 3) surgery helped, but I would not undergo the same operation for the same results; or 4) I am the same or worse as compared with before surgery. RESULTS A greater proportion of patients with primary disc herniation or spondylolisthesis reported that surgery met expectations (66% and 67%, respectively), followed by recurrent disc herniation and stenosis (59% and 60%, respectively). A smaller proportion of patients who underwent surgery for adjacent segment degeneration or mechanical disc collapse had their expectations met (48% and 41%, respectively). The percentage of patients that would undergo the same surgery again, by diagnostic group, was as follows: disc herniation 88%, recurrent disc herniation 79%, spondylolisthesis 86%, stenosis 82%, adjacent segment disease 75%, and mechanical collapse

Effective Stakeholder involvement at the Base of the Pyramid: The case of Rabobank

NARCIS (Netherlands)

Blok, V.; Sjauw-Koen-Fa, A.; Omta, S.W.F.

2013-01-01

In this essay, we explore the role of Rabobank in dealing with the wicked problem of food security in general and of smallholder inclusion into food value chains in particular. In the first part of the essay, we focus on the (social) expectations of stakeholders with regard to Rabobank’s role in BoP

Prospects for stakeholder coordination by protected-area managers in Europe.

Science.gov (United States)

Mattsson, Brady J; Vacik, Harald

2018-02-01

Growing resource demands by humans, invasive species, natural hazards, and a changing climate have created broad-scale impacts and the need for broader-extent conservation activities that span ownerships and even political borders. Implementing regional-scale conservation brings great challenges, and learning how to overcome these challenges is essential for maintaining biodiversity (i.e., richness and evenness of biological communities) and ecosystem functions and services across scales and borders in the face of system change. We administered an online survey to examine factors potentially driving perspectives of protected-area (PA) managers regarding coordination with neighboring PAs and other stakeholders (i.e., stakeholder coordination) for conserving biodiversity and ecosystem services during the next decade within diverse regions across Europe. Although >70% (n = 58) of responding PA managers indicated that climate change and invasive species are relevant for their PAs, they gave stakeholder coordination. They thought there was a >60% probability (n = 85) that stakeholder coordination would take place with the aim to improve conservation outcomes. Consistent with the foundation on which many European PAs were established, managers viewed maintaining or enhancing biodiversity as the most important (>70%; n = 61) expected benefit. Other benefits included maintaining or enhancing human resources and environmental education (range of Bayesian credibility intervals [CIs] 57-93%). They thought the main barriers to stakeholder coordination were the lack of human and economic resources (CI 59-67% chance of hindering; n = 64) followed by communication and interstakeholder differences in political structures and laws (CI 51-64% probability of hindering). European policies and strategies that address these hindering factors could be particularly effective means of enabling implementation of green infrastructure networks in which PAs are the nodes. © 2017 Society for

Open Innovation and Stakeholder Engagement

Directory of Open Access Journals (Sweden)

Robert Wayne Gould

2012-09-01

Full Text Available The paradox of open innovation lies in the conflict between the practical desire to reap the benefits of open innovation and concern over the risk that others will misappropriate those benefits. Stakeholder theory and recent developments in value creation through stakeholder engagement can assist with reconciliation of this inherent structural risk. The limitations of existing open innovation typologies are identified, and a process-based model of open innovation is proposed. The model is then expanded to include stakeholder engagement. When integrated with stakeholder engagement, open innovation processes can be understood to generate benefits beyond the acquisition of specific information sought from external experts. The addition of stakeholder engagement to the open innovation model allows for greater understanding and easier acceptance of the risks inherent in the open innovation process.

SERVQUAL: a tool for evaluating patient satisfaction with nursing care.

Science.gov (United States)

Scardina, S A

1994-01-01

Rising health care costs and competition among hospital facilities have resulted in the need to recognize patient satisfaction as an important indicator of quality care. Nurses provide the primary service to patients; therefore, their role is influential in overall satisfaction. Several instruments have been developed to measure patient satisfaction with nursing care; however, most of them focus only on patient perceptions. One such approach to evaluating patient satisfaction with nursing care involves an instrument, SERVQUAL, derived from a marketing service perspective. Adapting SERVQUAL for use in evaluating nursing care is the focus of this article. SERVQUAL assesses both patient perceptions and expectations of quality service and permits managers and clinicians to view the gaps between the two; thus, the overall areas of improvement in nursing services can be determined.

Commercial Bank Efficiency Evaluation in Consideration of the Undesirable Output and Its Link with Stakeholders Relationship: An Application of China’s Commercial Banks

Directory of Open Access Journals (Sweden)

Jianyue Ji

2014-01-01

Full Text Available Based on the modern contract theory, expectancy theory, and stakeholder theory, this paper analyzes how stakeholders relationship influences the efficiency of commercial banks and finds that the efficiency is a function of stakeholders relationship. A DEA model with Seiford's linear transformation function is developed to evaluate the efficiency in consideration of the undesirable output. The panel Tobit model is established to conduct empirical research with data of 14 Chinese commercial banks from 2004 to 2012. The study finds that except for business customer relation, stakeholder relationship is the key variable that influences comprehensive efficiency of commercial banks.

Tourist Satisfaction and Destination Loyalty intention: A Structural and Categorical Analysis

Directory of Open Access Journals (Sweden)

Guerreiro, M.

2006-01-01

Full Text Available This study explores the relationship between travel satisfaction and destination loyalty intention. The research was conducted with 486 tourists visiting Arade, a Portuguese tourist destination. Taking as the basis the use of structural equation modelling (SEM, the results substantiate the importance of tourism satisfaction as a determinant of destination loyalty. Also, a categorical principal components analysis (CATPCA provides a detailed analysis of this cause-effect relationship by establishing that greater levels of satisfaction (measured by overall satisfaction in terms of holiday experience, destination ttributes and met expectations result in increased likelihood of future repeat visits and a keen willingness to recommend the destination to others. Clusters of tourists were also identified and characterized in relation to satisfaction levels and loyalty intentions. These analyses provide a useful background in the planning of future tourist marketing strategies.

Governance of environmental risk: new approaches to managing stakeholder involvement.

Science.gov (United States)

Benn, Suzanne; Dunphy, Dexter; Martin, Andrew

2009-04-01

Disputes concerning industrial legacies such as the disposal of toxic wastes illustrate changing pressures on corporations and governments. Business and governments are now confronted with managing the expectations of a society increasingly aware of the social and environmental impacts and risks associated with economic development and demanding more equitable distribution and democratic management of such risks. The closed managerialist decision-making of the powerful bureaucracies and corporations of the industrial era is informed by traditional management theory which cannot provide a framework for the adequate governance of these risks. Recent socio-political theories have conceptualised some key themes that must be addressed in a more fitting approach to governance. We identify more recent management and governance theory which addresses these themes and develop a process-based approach to governance of environmental disputes that allows for the evolving nature of stakeholder relations in a highly complex multiple stakeholder arena.

CAN CSR INFLUENCE EMPLOYEES SATISFACTION?

Directory of Open Access Journals (Sweden)

Patrizia Gazzola

2016-07-01

Full Text Available The study shows how CSR for employees may represent a special opportunity to influence: employees’ general impression of the company and expectations about how the organization treats its employees. Companies have very important role to affect change in their communities and the environment by adopting CSR initiatives. Though short-term benefits might be few, it is likely that the importance of CSR will increase in years to come as people become more interested in the social and environmental effects of companies There’s a debate over whether CSR initiatives, that are socially responsible or environmentally friendly improves employees’ perceptions of the company. When a company has CSR initiatives, employees are more proud of and committed to the organization. This is because the personal identities are partly tied up in the companies that person works for. If a company is saving the world, reflects positively on employees and makes them feel good about the work they do for the company. The role CSR plays in enhancing a company's reputation among its own employees, subsequently boosting their motivation and engagement, is perhaps underrated, which is particularly problematic for companies that are inconsistent in their approach to implementing CSR initiatives. Studies involving CSR have not fully explored how organizational social performance impacts individual employee behaviors nor examined the attributes of individuals comprising stakeholder groups such as employees. The objectives of this study are to analyze the implementation of CSR programs and its impact on employees. The main underlying proposition is that organization can influence its employee through his or her own ethical and responsible behavior. The work culture built upon this sense of organization’s voluntary contribution toward a wide number of stakeholders could invite and encourage employee to adopt the same voluntary attitude and behavior to their own fellow

Acceptability and Perceived Benefits and Risks of Public and Patient Involvement in Health Care Policy: A Delphi Survey in Belgian Stakeholders.

Science.gov (United States)

Cleemput, Irina; Christiaens, Wendy; Kohn, Laurence; Léonard, Christian; Daue, François; Denis, Alain

2015-06-01

In systems with public health insurance, coverage decisions should reflect social values. Deliberation among stakeholders could achieve this goal, but rarely involves patients and citizens directly. This study aimed at evaluating the acceptability, and the perceived benefits and risks, of public and patient involvement (PPI) in coverage decision making to Belgian stakeholders. A two-round Delphi survey was conducted among all stakeholder groups. The survey was constructed on the basis of interviews with 10 key stakeholders and a review of the literature on participation models. Consensus was defined as 65% or more of the respondents agreeing with a statement and less than 15% disagreeing. Eighty stakeholders participated in both rounds. They were defined as the Delphi panel. Belgian stakeholders are open toward PPI in coverage decision processes. Benefits are expected to exceed risks. The preferred model for involvement is to consult citizens or patients, within the existing decision-making structures and at specific milestones in the process. Consulting citizens and patients is a higher level of involvement than merely informing them and a lower level than letting them participate actively. Consultation involves asking nonbinding advice on (parts of) the decision problem. According to the Delphi panel, the benefits of PPI could be increasing awareness among members of the general public and patients about the challenges and costs of health care, and enriched decision processes with expertise by experience from patients. Potential risks include subjectivity, insufficient resources to participate and weigh on the process, difficulties in finding effective ways to express a collective opinion, the risk of manipulation, and lobbying or power games of other stakeholders. PPI in coverage decision-making processes is acceptable to Belgian stakeholders, be it in different ways for different types of decisions. Benefits are expected to outweigh risks. Copyright © 2015

Modifiable workplace risk factors contributing to workplace absence across health conditions: A stakeholder-centered best-evidence synthesis of systematic reviews.

Science.gov (United States)

White, Marc; Wagner, Shannon; Schultz, Izabela Z; Murray, Eleanor; Bradley, Susan M; Hsu, Vernita; McGuire, Lisa; Schulz, Werner

2013-01-01

A challenge facing stakeholders is the identification and translation of relevant high quality research to inform policy and practice. This study engaged academic and community stakeholders in conducting a best evidence-synthesis to enhance knowledge use. To identify modifiable workplace disability risk and protective factors across common health conditions impacting work-related absence. We searched MEDLINE, Embase, CINHAL, The Cochrane Library, PsycINFO, BusinessSourceComplete, and ABI/Inform from 2000 to 2011. Systematic reviews that employed quantitative, qualitative, or mixed methods of work-focused population were considered for inclusion. Two or more independent reviewers reviewed titles only, titles and abstracts, and/or full articles when assessing eligibility for inclusion. Selected articles underwent methodological screening. The search strategy, expert input and grey literature identified 2,467 unique records from which 142 full text articles underwent comprehensive review. Twenty-seven systematic reviews met eligibility criteria. Modifiable work factors found to have consistent evidence across two or more health conditions included lack of social support, increased physical demands at work, job strain, lack of supervisory support, increased psychological demands, low job satisfaction, low worker control of job, and poor leadership quality. The active engagement of stakeholders led to greater understanding of relevance of the study findings for community stakeholders and appreciation of the mutual benefits of collaboration.

Stakeholder Involvement in Swedish Nuclear Waste Management

International Nuclear Information System (INIS)

Elam, Mark; Sundqvist, Goeran

2006-01-01

The focus in this paper is on past, current and emerging patterns of stakeholder involvement in the siting of a deep repository for final disposal of Sweden's spent nuclear fuel. In particular, we concentrate on how the two municipalities of Oskarshamn and Oesthammar have acted as engaged stakeholders, and have gained recognition as such, in the siting process. In general: How has stakeholder involvement gained acceptance as an activity of value in the siting of major waste facilities? What are the issues currently subject to stakeholder involvement and how have these been decided upon? An effect of the history of nuclear activity in Oskarshamn and Oesthammar is that stakeholder involvement over a final repository can be divided into social and technical issues. Both municipalities have out of tradition, as part of their social acceptance of a new repository, been prepared to surrender extended involvement in key safety issues. They have been prepared to do this because they also see themselves being able to delegate these safety issues to the government authorities SSI and SKI. These two authorities have been acceptable to the two municipalities as their legitimate 'technological guardians'. As physical geology re-enters the siting process for a deep repository, Oskarshamn appear more prepared to break with tradition than Oesthammar. Oskarshamn are currently demanding transparency from SKB in relation to the exact technical and geological criteria they will use to choose between them and Oesthammar as a repository site. In contrast to Oesthammar, Oskarshamn are preparing with the expected help of SKI and SSI to dispute their geology and its relation to nuclear safety with SKB if they consider it necessary. If Oskarshamn act to draw safety issues in relation to alternative methods and sitings into the EIA process where might this lead? As environmental groups now enter the process (three groups were granted funding in the first round - 2005) the character of site

BNFL experience of public engagement: expectations for risk policies

International Nuclear Information System (INIS)

Coates, R.

2002-01-01

BNFL operates a range of nuclear facilities covering fuel fabrication, power plants, reprocessing operations and decommissioning activities. The paper explores the company's experiences in public communication and stakeholder involvement relating to nuclear and radiation issues. These range from the early establishment of Local Liaison Committees linked to each of the sites, through the introduction of public visitor centres at sites, the extensive involvement in formal consultation exercises, to the more recent involvement of a wide range of stakeholders in a process of dialogue to aid the decision making of the company on environmental affairs. In these activities there are some common themes which the company and the wider nuclear industry believes should be consistently brought to the attention of stakeholders and decision makers in order to support a balanced consideration of these issues. How, and indeed whether (and to what extent) these aspects are then factored into the overall decision process is subject to a changing dynamic within the developing expectations of society for a more transparent involvement in technological issues. (author)

Modelling discrete choice variables in assessment of teaching staff work satisfaction.

Science.gov (United States)

Mieilă, Mihai; Popescu, Constanţa; Tudorache, Ana-Maria; Toplicianu, Valerică

2015-01-01

Levels of self-reported job satisfaction and motivation were measured by survey in a sample of 286 teachers. Using the discrete choice framework, the paper tries to assess the relevance of the considered indicators (demographic, social, motivational) in overall teaching work satisfaction. The findings provide evidence that job satisfaction is correlated significantly with level of university degree held by the teacher, type of secondary school where the teacher is enrolled, revenues, and salary-tasks adequacy. This is important for the Romanian economy, since the education system is expected to provide future human resources with enhanced skills and abilities.

Modelling discrete choice variables in assessment of teaching staff work satisfaction.

Directory of Open Access Journals (Sweden)

Mihai Mieilă

Full Text Available Levels of self-reported job satisfaction and motivation were measured by survey in a sample of 286 teachers. Using the discrete choice framework, the paper tries to assess the relevance of the considered indicators (demographic, social, motivational in overall teaching work satisfaction. The findings provide evidence that job satisfaction is correlated significantly with level of university degree held by the teacher, type of secondary school where the teacher is enrolled, revenues, and salary-tasks adequacy. This is important for the Romanian economy, since the education system is expected to provide future human resources with enhanced skills and abilities.

Stakeholders in the Political Marketing Context

DEFF Research Database (Denmark)

Ormrod, Robert

Stakeholders influence the ability of organisations to achieve their aims, but little work has been carried out into understanding the stakeholder concept as applied to the political marketing context. This paper first discusses the contextual nature of stakeholders using normative...... occurs in. Finally, it is proposed that in the political marketing context, the stakeholder concept can be defined as ‘context-specific actors that directly or indirectly influence or are influenced by the political actor’......./strategic and broad/narrow dimensions. Building on the assumption that ‘political marketing is different’, the paper argues that stakeholders can be considered as direct or indirect depending on which of the three interaction marketplaces of the political exchange triad the political actor-stakeholder interaction...

A Comprehensive Model Of Customer Satisfaction In Hospitality And Tourism: Strategic Implications For Management

OpenAIRE

Robert Christie Mill

2011-01-01

Providing and maintaining customer satisfaction is one of the most important challenges facing business today. Although this is a relatively new concept, research into this area has grown since the early 1980s. One ongoing debate in consumer satisfaction circles is the extent to which it is a cognitive process or an emotional state. The two theories that best explain customer satisfaction are disconfirmation paradigm and expectancy-value concept. Disconfirmation theory postulates that cus...

Perceived Emotional Intelligence, Self-Esteem and Life Satisfaction in Adolescents

Directory of Open Access Journals (Sweden)

Lourdes Rey

2011-07-01

Full Text Available The present study examined the relationship between perceived emotional intelligence, selfesteem and life satisfaction in a sample of 316 Spanish adolescents (179 females and 137 males, ranging in age from 14 to 18. Demographic information was collected, along with data through the use of three self-report measures: the Trait Meta-Mood Scale, the Rosenberg Self-Esteem Scale and the Satisfaction with Life Scale. As expected, perceived emotional dimensions, particularly mood clarity and repair, showed positive associations with life satisfaction. Self-esteem also correlated significantly and positively with levels of adolescents´ satisfaction with life. More interestingly, results of structural equation modelling indicated that mood clarity and emotional repair had a significant direct and indirect link (via selfesteem with life satisfaction in adolescents. The present study contributes to an emerging understanding of the underlying process between perceived emotional intelligence and life satisfaction. Our findings encourage moving beyond the examination of direct association between perceived emotional intelligence and life satisfaction and focusing on the role of potential mechanisms such as self-esteem involved in the link between perceived emotional intelligence and life satisfaction in adolescents. Implications of the present findings for future research are discussed, as well as potential interventions for increasing subjective well-being in adolescents.

Comparison of patients' expectations and experiences at traditional pharmacies and pharmacies offering enhanced advanced pharmacy practice experiences.

Science.gov (United States)

Kassam, Rosemin; Collins, John B; Berkowitz, Jonathan

2010-06-15

To compare patients' expectations and experiences at pharmacies offering traditional APPE learning opportunities with those offering enhanced APPEs that incorporate pharmaceutical care activities. A survey of anchored measures of patient satisfaction was conducted in 2 groups of APPE- affiliated community pharmacies: those participating in an enhanced APPE model versus those participating in the traditional model. The enhanced intervention included preceptor training, a comprehensive student orientation, and an extended experience at a single pharmacy rather than the traditional 2 x 4-week experience at different pharmacies. While patient expectations were similar in both traditional and enhanced APPE pharmacies, patients in enhanced pharmacies reported significantly higher in-store satisfaction and fewer service gaps. Additionally, satisfaction was significantly higher for patients who had received any form of consultation, from either pharmacist or students, than those reporting no consultations. Including provision of pharmaceutical care services as part of APPEs resulted in direct and measurable improvements in patient satisfaction.

assessment of clients' satisfaction with health service deliveries at ...

African Journals Online (AJOL)

Abrham

Hence, the objective of this study was to assess the perceived levels of clients' ... doctor. Furthermore, satisfaction with the health care was found to have a significant association with the age ... those client values and expectations, which are.

Gender inequality and the gender job satisfaction paradox in Europe

OpenAIRE

Vladisavljević, Marko; Perugini, Cristiano

2018-01-01

Although women are paid less than men, face worse working conditions, lower promotion opportunities, and work-place discrimination, they typically report job satisfaction higher or similar to men's. Twenty years ago Clark (Clark, 1997) suggested that the reason behind women's higher job satisfaction are their lower expectations, driven by a number of factors related to current and past positions of women on the labour market. Although this hypothesis is one of the leading explanations of the ...

Exploring communication pathways to better health: Clinician communication of expectations for acupuncture effectiveness

Science.gov (United States)

Street, Richard L.; Cox, Vanessa; Kallen, Michael A.; Suarez-Almazor, Maria E.

2012-01-01

Objective This study tested a pathway whereby acupuncturists’ communication of optimism for treatment effectiveness would enhance patients’ satisfaction during treatment, which in turn would contribute to better pain and function outcomes for patients with osteoarthritis of the knee. Methods Secondary analysis from a 2 arm (real vs. sham acupuncture, high vs. neutral expectations) RCT. 311 patients with knee osteoarthritis received acupuncture over 10–12 sessions. Coders rated the degree to which acupuncturists communicated optimism for the treatment’s effectiveness. Satisfaction with acupuncture was assessed 4 weeks into treatment. Pain and function were assessed 6 weeks following treatment. Results Patients experiencing better outcomes were more satisfied with acupuncture during treatment, were younger, and had better baseline pain and function scores. Satisfaction during treatment was greater when patients interacted with more optimistic clinicians and had higher pretreatment expectations for acupuncture efficacy. Conclusion Acupuncturists’ communication of optimism about treatment effectiveness contributed to pain and function outcomes indirectly through its effect on satisfaction during treatment. Future research should model pathways through which clinician-patient communication affects mediating variables that in turn lead to improved health outcomes. Practical Implications While clinicians should not mislead patients, communicating hope and optimism for treatment effectiveness has therapeutic value for patients. PMID:22857778

Corporate communications and stakeholder management

Directory of Open Access Journals (Sweden)

Đorđević Mira

2010-01-01

Full Text Available Corporate communications represent a modern communications discipline used by businesses across the globe to communicate with key stakeholders. Chief executive officers and executive management teams strive to create, protect and advance corporate reputation through corporate communications. Further, by communicating with key stakeholders the company adequately prepares for good news and future problems. With the benefit of technology and greater transparency, corporations of the future will continue to use corporate communications approaches to advance their business. Company's reputation derives from the way stakeholders perceive the organization, how they think, feel or act towards it. It is therefore vital that organizations interested in developing and building their reputational capital; pay careful attention to the way they are perceived and that they manage the relationships with their various stakeholders like a strategic resource. Stakeholders represent both opportunity and threat for the organizations. For instance, if an institution has a good reputation with stakeholders they may provide the organization more latitude to operate. On the other hand a poor reputation may result in creating the legislative that can make it more difficult for an institution to operate.

An integrative conceptual framework for analyzing customer satisfaction with shopping trip experiences in grocery retailing

DEFF Research Database (Denmark)

Esbjerg, Lars; Jensen, Birger Boutrup; Bech-Larsen, Tino

2012-01-01

Grocery retailers aim to satisfy customers, and because grocery shopping trips are frequently recurring, they must do socontinuously. Surprisingly, little research has addressed satisfaction with individual grocery shopping trips. This article therefore develops a conceptual framework for analyzing...... customer satisfaction with individual grocery shopping trip experiences within a overall ‘disconfirmation of expectations model’ of customer satisfaction. The contribution of the framework is twofold. First, by focusing on satisfaction with individual grocery shopping trips, previous research...... on satisfaction in the retailing literature. Second, the framework synthesizes and integrates multiple central concepts from different research streams into a common framework for analyzing shopping trip satisfaction. Propositions are derived regarding the relationships among the different concepts...

Measurement of patient satisfaction with community pharmacy services: a review.

Science.gov (United States)

Naik Panvelkar, Pradnya; Saini, Bandana; Armour, Carol

2009-10-01

trials and to measure changes in satisfaction over time. Novel approaches involving an understanding of expectations and preferences of patients and matching these to the services provided also need to be explored.

Health Care Satisfaction: Effects of Immigration, Acculturation, Language.

Science.gov (United States)

Schutt, Russell K; Mejía, Camila

2017-12-01

Differences in health care satisfaction can alter patterns of health care utilization and so affect health outcomes, but little is known about variation in satisfaction in relation to immigration status. Health care satisfaction is analyzed with survey data from state public health program patients. Overall health care satisfaction is higher for first generation Hispanic immigrants and lower among those in the second generation compared to white Americans-consistent with the pattern termed the "healthy migrant effect." This pattern is more pronounced for Portuguese-speaking immigrants and is not explained by self-reported health, communication ability or acculturation. Satisfaction with specific aspects of health care follows different patterns that may be explained by differences in experiences and culture. As anticipated by segmented assimilation theory, we find variation in cross-generational patterns of health care satisfaction both within and between ethnic groups. This variation indicates the importance of distinguishing Portuguese-speakers from Spanish-speakers and of taking into account differences in the ways they are able to communicate with health care providers as well as differences in their orientations toward health care. Our disparate findings with other immigrant groups also reinforce limiting expectations of a "healthy migrant effect" to Latinos. Finally, the variable influences on different satisfaction measures indicate the importance of considering the relative influence of culturally-based orientations and health care experiences on the specific outcomes measured, with particular sensitivity to acceptance of individualized standards of care.

Stakeholder Governance, Competition and Firm Value

OpenAIRE

Allen, Franklin; Carletti, Elena; Marquez, Robert

2014-01-01

In many countries, the legal system or social norms ensure that firms are stakeholder oriented. We analyze the advantages and disadvantages of stakeholder-oriented firms that are concerned with employees and suppliers compared to shareholder-oriented firms in a model of imperfect competition. Stakeholder firms are more (less) valuable than shareholder firms when marginal cost uncertainty is greater (less) than demand uncertainty. With globalization shareholder firms and stakeholder firms ofte...

Using the International Classification of Functioning, Disability, and Health to identify outcome domains for a core outcome set for aphasia: a comparison of stakeholder perspectives.

Science.gov (United States)

Wallace, Sarah J; Worrall, Linda; Rose, Tanya; Le Dorze, Guylaine

2017-11-12

This study synthesised the findings of three separate consensus processes exploring the perspectives of key stakeholder groups about important aphasia treatment outcomes. This process was conducted to generate recommendations for outcome domains to be included in a core outcome set for aphasia treatment trials. International Classification of Functioning, Disability, and Health codes were examined to identify where the groups of: (1) people with aphasia, (2) family members, (3) aphasia researchers, and (4) aphasia clinicians/managers, demonstrated congruence in their perspectives regarding important treatment outcomes. Codes were contextualized using qualitative data. Congruence across three or more stakeholder groups was evident for ICF chapters: Mental functions; Communication; and Services, systems, and policies. Quality of life was explicitly identified by clinicians/managers and researchers, while people with aphasia and their families identified outcomes known to be determinants of quality of life. Core aphasia outcomes include: language, emotional wellbeing, communication, patient-reported satisfaction with treatment and impact of treatment, and quality of life. International Classification of Functioning, Disability, and Health coding can be used to compare stakeholder perspectives and identify domains for core outcome sets. Pairing coding with qualitative data may ensure important nuances of meaning are retained. Implications for rehabilitation The outcomes measured in treatment research should be relevant to stakeholders and support health care decision making. Core outcome sets (agreed, minimum set of outcomes, and outcome measures) are increasingly being used to ensure the relevancy and consistency of the outcomes measured in treatment studies. Important aphasia treatment outcomes span all components of the International Classification of Functioning, Disability, and Health. Stakeholders demonstrated congruence in the identification of important

Influence Factors of Satisfaction with Mobile Learning APP: An Empirical Analysis of China

Directory of Open Access Journals (Sweden)

Liqiong Liu

2018-03-01

Full Text Available The main purpose of this study is to construct the user satisfaction structure model of mobile learning APP (software designed that run on mobile devices from the perspective of the mobile learning participants, and to analyze the influence factors of satisfaction with mobile learning APP. The results of this study show that perceived responsiveness and perceived content are both the important factors that affect user satisfaction with mobile learning APP. Users have high satisfaction with the content conforming to the mobile learning context. Users expect to get immediate feedback in the process of learning, which can improve the learning methods and efficiency.

Satisfaction with virtual communities in B2B financial services: social dynamics, content and technology

NARCIS (Netherlands)

Chompis, E.; Bons, R.W.H.; van den Hooff, B.J.; Feldberg, J.F.M.; Horn, H.

2014-01-01

This study explores satisfaction with Virtual Communities in a Financial Services setting. Based on Expectancy Value Theory and the concept of Experiential Value we hypothesize that three sources of value drive user satisfaction in a B2B-VC: social ties, content and technology. We propose a

Consumer satisfaction and dissatisfaction in tourism as related to destination image perception

OpenAIRE

Chon, Kye-Sung

1990-01-01

The primary objective of this study was to investigate the relationship between travel destination image and the tourist satisfaction/dissatisfaction. Using the evaluative congruity theory framework, this study focused on the role of destination images in tourism with regard to consumer satisfaction/ dissatisfaction (CS/D) from the stand point of: (1) the functional congruency between the tourist's expectations and his/her perceptions of specific utilitarian (functional) ...

Racial differences in parental satisfaction with neonatal intensive care unit nursing care.

Science.gov (United States)

Martin, A E; D'Agostino, J A; Passarella, M; Lorch, S A

2016-11-01

Nurses provide parental support and education in the neonatal intensive care unit (NICU), but it is unknown if satisfaction and expectations about nursing care differ between racial groups. A prospective cohort was constructed of families with a premature infant presenting to primary care between 1 January 2010 and 1 January 2013 (N=249, 52% white, 42% black). Responses to questions about satisfaction with the NICU were analyzed in ATLAS.ti using the standard qualitative methodology. One hundred and twenty (48%) parents commented on nursing. Fifty-seven percent of the comments were positive, with black parents more negative (58%) compared with white parents (33%). Black parents were most dissatisfied with how nurses supported them, wanting compassionate and respectful communication. White parents were most dissatisfied with inconsistent nursing care and lack of education about their child. Racial differences were found in satisfaction and expectations with neonatal nursing care. Accounting for these differences will improve parental engagement during the NICU stay.

Knowledge of stakeholders in the game meat industry and its effect on compliance with food safety standards.

Science.gov (United States)

Bekker, Johan Leon; Hoffman, Louw C; Jooste, Piet J

2011-10-01

The game meat industry is continuing to grow in South Africa. Several stakeholders are involved in the game meat supply chain and a high level of knowledge is necessary to ensure compliance with legislation and standards. It was therefore necessary to determine the level of knowledge of the stakeholders since this has not been determined before. Information regarding the extent of stakeholders' knowledge and the possible impact on compliance to standards was obtained through a desk-top study and an analysis of questionnaire responses from industry, consumers and relevant authorities. Results have shown that consumers have a specific expectation regarding the safe production of game meat. Limitations in the knowledge of the stakeholders have been identified. Understanding these limitations can assist policy-makers, law enforcers and the game meat industry in developing strategies to alleviate the problem. The result of this study may assist in providing consumers with game meat that is safe for human consumption.

A Common-Fate Analysis of Pornography Acceptance, Use, and Sexual Satisfaction Among Heterosexual Married Couples.

Science.gov (United States)

Brown, Cameron C; Carroll, Jason S; Yorgason, Jeremy B; Busby, Dean M; Willoughby, Brian J; Larson, Jeffry H

2017-02-01

Using matched, heterosexual couple data from the Relationship Evaluation Questionnaire (RELATE; n = 326 couples), an adapted common-fate approach was used to examine both common and unique attributes of husbands' and wives' acceptance of pornography and sexual satisfaction as well as husbands' and wives' pornography use. It was expected that spouses' unique as well as shared variance of pornography acceptance would be significantly associated with husbands' and wives' levels of personal pornography use and that these use patterns would be significantly associated with husbands' and wives' unique as well as shared variance of sexual satisfaction. It was also expected that pornography use would significantly mediate the relationship between pornography acceptance and sexual satisfaction. Results indicated that the shared variance of pornography acceptance was positively associated with both spouses' pornography use and that spouses' pornography use was negatively associated with their own sexual satisfaction. Wives' pornography use was found to be positively associated with the couple's shared variance of sexual satisfaction, but pornography use did not significantly mediate the relationship between pornography acceptance and sexual satisfaction. These findings emphasize the complexity of pornography use in couple relationships and the importance of studying pornography acceptance and use as a coupling dynamic within marriages rather than just an individual behavior.

Occupants' satisfaction on building maintenance of government quarters

Science.gov (United States)

Ismail, Nur'Ain; Ali, Siti Noor Asmiza Md; Othman, Nor A'aini; Jaffar, Nooraidawati

2017-10-01

The satisfaction level of occupants toward the maintenance is very important to know the occupants comfortable with maintenance that was provided at the government quarters. The objective of the research is to determine the level of occupants satisfaction perceived of the maintenance in government quarter and also the level of quality of the maintenance of the government quarters. Data have been collected by using questionnaire in order to achieve the objective of the research. The questionnaires distributed among the occupants government quarters at Hospital Kota Bharu Kelantan. In the end of the research, the result are expected that to show the results on this satisfaction level of the occupants toward the maintenance at government quarters can be solve and the occupants can live more comfortable and get the good quality for maintenance and facilities in their houses.

Stakeholder Salience in ERP Projects

OpenAIRE

Salhotra, Eashan

2014-01-01

The aim of this study is to examine stakeholder involvement in an Enterprise Resource Planning (ERP) System project that involves implementation and improvement of the implemented system. The study targets stakeholders, their classification, and their degree of importance during different phases of an ERP project life cycle, i.e. planning, implementation, stabilisation and improvement. The study shows that stakeholder involvement and their salience vary along the ERP project life cycle a...

Supporting multi-stakeholder environmental decisions.

Science.gov (United States)

Hajkowicz, Stefan A

2008-09-01

This paper examines how multiple criteria analysis (MCA) can be used to support multi-stakeholder environmental management decisions. It presents a study through which 48 stakeholders from environmental, primary production and community interest groups used MCA to prioritise 30 environmental management problems in the Mackay-Whitsunday region of Queensland, Australia. The MCA model, with procedures for aggregating multi-stakeholder output, was used to inform a final decision on the priority of the region's environmental management problems. The result was used in the region's environmental management plan as required under Australia's Natural Heritage Trust programme. The study shows how relatively simple MCA methods can help stakeholders make group decisions, even when they hold strongly conflicting preferences.

Employee Satisfaction Survey on the Life Insurance Industry

Directory of Open Access Journals (Sweden)

Benţe Corneliu Cristian

2014-08-01

Full Text Available This paper has proposed to explore the satisfaction of employees that sell insurance policies. Several authors had examined customer satisfaction, service quality and its implications on customer attitude towards different fields, but our concern was to address this relatively unexplored field which is employees` satisfaction. By using an exploratory approach, we collected data from a sample of 332 employees that sell insurance policies within north-Western Romanian. By analyzing data it was possible to determine the GAP between the expectations of employees that sell insurance policies and their perceptions regarding the service quality in life insurance industry. In addition it was tested whether there is relationship between the frequency of contact with the back office employees and level of income earned from this activity. It was revealed that from the analyzed population the most of those surveyed were employees of insurance intermediaries and not employees of a single company insurance. Considering that the number of researches that analyze the front office employees` satisfaction is rather low we consider that this paper brings a significant contribution to the literature review.

Perceptions of performance and satisfaction after relocation to an activity-based office.

Science.gov (United States)

Rolfö, Linda; Eklund, Jörgen; Jahncke, Helena

2018-05-01

Many companies move from open-plan offices (OPO) to activity-based workplaces (ABWs). However, few studies examine the benefits and drawbacks following such a change. The aim of this study was to explore how physical conditions, office use, communication, privacy, territoriality, satisfaction and perceived performance change following a company's relocation from an OPO to an ABW. A mixed methods approach included pre- and post-relocation questionnaires and post-relocation focus groups, individual interviews and observations. The questionnaires enabled comparisons over time (n = 34) and broader analyses based on retrospective ratings of perceived change (n = 66). Results showed that satisfaction with auditory privacy, background noise, air quality, outdoor view and aesthetics increased significantly after relocation. Negative outcomes, such as lack of communication within teams, were perceived as being due to the high people-to-workstation ratio and lack of rules. Overall satisfaction with the physical work environment increased in the ABW compared to the OPO. Perceived performance did not change significantly. Practitioner Summary: Activity-based workplaces (ABWs) are commonly implemented although their effects on performance and well-being are unclear. This case study gives advice to stakeholders involved in office planning. Despite shortcomings with the people-to-workstation ratio and rules, employees showed improved satisfaction with auditory privacy and aesthetics in the ABW compared with the previous open-plan office.

Governing for Stakeholders : How Organizations May Create or Destroy Value for their Stakeholders

NARCIS (Netherlands)

P. Vishwanathan (Pushpika)

2016-01-01

markdownabstractThis PhD thesis lies at the intersection of stakeholder theory and corporate governance research. Stakeholder theory proposes that firms are best understood as a set of relationships among groups that have a stake in the activities of the firm. Corporate governance research, on the

Downscaling SSPs in the GBM Delta - Integrating Science, Modelling and Stakeholders Through Qualitative and Quantitative Scenarios

Science.gov (United States)

Allan, Andrew; Barbour, Emily; Salehin, Mashfiqus; Munsur Rahman, Md.; Hutton, Craig; Lazar, Attila

2016-04-01

A downscaled scenario development process was adopted in the context of a project seeking to understand relationships between ecosystem services and human well-being in the Ganges-Brahmaputra delta. The aim was to link the concerns and priorities of relevant stakeholders with the integrated biophysical and poverty models used in the project. A 2-stage process was used to facilitate the connection between stakeholders concerns and available modelling capacity: the first to qualitatively describe what the future might look like in 2050; the second to translate these qualitative descriptions into the quantitative form required by the numerical models. An extended, modified SSP approach was adopted, with stakeholders downscaling issues identified through interviews as being priorities for the southwest of Bangladesh. Detailed qualitative futures were produced, before modellable elements were quantified in conjunction with an expert stakeholder cadre. Stakeholder input, using the methods adopted here, allows the top-down focus of the RCPs to be aligned with the bottom-up approach needed to make the SSPs appropriate at the more local scale, and also facilitates the translation of qualitative narrative scenarios into a quantitative form that lends itself to incorporation of biophysical and socio-economic indicators. The presentation will describe the downscaling process in detail, and conclude with findings regarding the importance of stakeholder involvement (and logistical considerations), balancing model capacity with expectations and recommendations on SSP refinement at local levels.

Undergraduate Students' Perceptions of the Communication Behaviors of Their Advisors and Perceptions of Relational Satisfaction

Science.gov (United States)

Punyanunt-Carter, Narissra; Carter, Stacy

2015-01-01

This study examined the specific interpersonal communication styles and behaviors of advisors and the expectations they have on their advisee's level of satisfaction, as well as what characteristics lead to higher relational satisfaction in the advisor-advisee relationship. A combination of convenience and snowball sampling were utilized to obtain…

Scientific decision-making and stakeholder consultations: the case of salt recommendations.

Science.gov (United States)

Timotijevic, Lada; Barnett, Julie; Brown, Kerry; Raats, Monique M; Shepherd, Richard

2013-05-01

Scientific advisory committees (SACs) are seen as "boundary organisations" working at the interface between science, policy and society. Although their narrowly defined remit of risk assessment is anchored in notions of rationality, objectivity, and reason, in reality, their sources for developing recommendations are not limited to scientific evidence. There is a growing expectation to involve non-scientific sources of information in the formation of knowledge, including the expectation of stakeholder consultation in forming recommendations. Such a move towards "democratisation" of scientific processes of decision-making within SACs has been described and often studied as "post-normal science" (PNS) (Funtowicz & Ravetz, 1993). In the current paper we examine the application of PNS in practice through a study of stakeholder consultations within the workings of the UK Scientific Advisory Committee for Nutrition (SACN). We use the theoretical insights from PNS-related studies to structure the analysis and examine the way in which PNS tenets resonate with the practices of SACN. We have selected a particular case of the SACN UK recommendations for salt as it is characterized by scientific controversy, uncertainty, vested interests and value conflict. We apply the tenets of PNS through documentary analysis of the SACN Salt Subgroup (SSG) consultation documents published in 2002/2003: the minutes of the 5 SACN SSG's meetings which included summary of the SACN SSG's stakeholder consultation and the SSG's responses to the consultation. The analysis suggests that the SACN consultation can be construed as a process of managing sources of risk to its organisation. Thus, rather than being an evidence of post-normal scientific practice, engagement became a mechanism for confirming the specific framing of science that is resonant with technocratic models of science holding authority over the facts. The implications for PNS theory are discussed. Copyright © 2013 Elsevier Ltd. All

Life satisfaction in adult survivors of childhood brain tumors.

Science.gov (United States)

Crom, Deborah B; Li, Zhenghong; Brinkman, Tara M; Hudson, Melissa M; Armstrong, Gregory T; Neglia, Joseph; Ness, Kirsten K

2014-01-01

Adult survivors of childhood brain tumors experience multiple, significant, lifelong deficits as a consequence of their malignancy and therapy. Current survivorship literature documents the substantial impact such impairments have on survivors' physical health and quality of life. Psychosocial reports detail educational, cognitive, and emotional limitations characterizing survivors as especially fragile, often incompetent, and unreliable in evaluating their circumstances. Anecdotal data suggest some survivors report life experiences similar to those of healthy controls. The aim of our investigation was to determine whether life satisfaction in adult survivors of childhood brain tumors differs from that of healthy controls and to identify potential predictors of life satisfaction in survivors. This cross-sectional study compared 78 brain tumor survivors with population-based matched controls. Chi-square tests, t tests, and linear regression models were used to investigate patterns of life satisfaction and identify potential correlates. Results indicated that life satisfaction of adult survivors of childhood brain tumors was similar to that of healthy controls. Survivors' general health expectations emerged as the primary correlate of life satisfaction. Understanding life satisfaction as an important variable will optimize the design of strategies to enhance participation in follow-up care, reduce suffering, and optimize quality of life in this vulnerable population. © 2014 by Association of Pediatric Hematology/Oncology Nurses.

18 CFR 50.4 - Stakeholder participation.

Science.gov (United States)

2010-04-01

... 18 Conservation of Power and Water Resources 1 2010-04-01 2010-04-01 false Stakeholder... ELECTRIC TRANSMISSION FACILITIES § 50.4 Stakeholder participation. A Project Participation Plan is required to ensure stakeholders have access to accurate and timely information on the proposed project and...

40 CFR 155.52 - Stakeholder engagement.

Science.gov (United States)

2010-07-01

... 40 Protection of Environment 23 2010-07-01 2010-07-01 false Stakeholder engagement. 155.52 Section... REGISTRATION STANDARDS AND REGISTRATION REVIEW Registration Review Procedures § 155.52 Stakeholder engagement... Agency may meet with stakeholders regarding a forthcoming or ongoing registration review. For example...

Effects of work participation, intergenerational transfers and savings on life satisfaction of older Malaysians.

Science.gov (United States)

Ng, Sor-Tho; Hamid, Tengku-Aizan

2013-12-01

To examine the effects of work participation, intergenerational transfers and savings on the life satisfaction of older community-dwelling Malaysians. Data from the 1999 Survey on Perceptions of Needs and Problems of the Elderly on people aged 60 and over were used. The life satisfaction score was constructed from 10 questions adopted from the Life Satisfaction Inventory-A by Neugarten, Havighurst and Tobin. Multiple regression analysis was used to estimate the expected level of life satisfaction. Controlling for other variables in the model, respondents who provided assistance to and received assistance from children with savings had significantly higher life satisfaction than their counterparts, while work participation did not have any significant effect on life satisfaction. Intergenerational transfers and savings are important predictors of life satisfaction. The interdependence between generations should remain and savings habits need to be cultivated to ensure a higher life satisfaction in old age. © 2012 The Authors. Australasian Journal on Ageing © 2012 ACOTA.

Stakeholder engagement in dredged material management decisions.

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Collier, Zachary A; Bates, Matthew E; Wood, Matthew D; Linkov, Igor

2014-10-15

Dredging and disposal issues often become controversial with local stakeholders because of their competing interests. These interests tend to manifest themselves in stakeholders holding onto entrenched positions, and deadlock can result without a methodology to move the stakeholder group past the status quo. However, these situations can be represented as multi-stakeholder, multi-criteria decision problems. In this paper, we describe a case study in which multi-criteria decision analysis was implemented in a multi-stakeholder setting in order to generate recommendations on dredged material placement for Long Island Sound's Dredged Material Management Plan. A working-group of representatives from various stakeholder organizations was formed and consulted to help prioritize sediment placement sites for each dredging center in the region by collaboratively building a multi-criteria decision model. The resulting model framed the problem as several alternatives, criteria, sub-criteria, and metrics relevant to stakeholder interests in the Long Island Sound region. An elicitation of values, represented as criteria weights, was then conducted. Results show that in general, stakeholders tended to agree that all criteria were at least somewhat important, and on average there was strong agreement on the order of preferences among the diverse groups of stakeholders. By developing the decision model iteratively with stakeholders as a group and soliciting their preferences, the process sought to increase stakeholder involvement at the front-end of the prioritization process and lead to increased knowledge and consensus regarding the importance of site-specific criteria. Published by Elsevier B.V.

CUSTOMER SATISFACTION IN MOBILE PHONE SERVICES IN BANGLADESH: A SURVEY RESEARCH

Directory of Open Access Journals (Sweden)

Mohammed Belal Uddin

2012-01-01

Full Text Available This study seeks to explore customer satisfaction and its influencing factors of the mobile phone operation industry in Bangladesh. Data were collected through a questionnaire survey form a diversified representative sample. An iterated factor analysis with principal component analysis (PCA and structural equation modeling (SEM including measurement model and structural model were applied to analyze data. The empirical results demonstrate that service quality and fair price have indirect influence on customer satisfaction of a mass service industry (i.e., mobile phone operators through perceive value. Perceived value has mediating role between quality, charge fairness and satisfaction. Furthermore, result shows that fair price has positive direct impact on customer satisfaction, whereas, the results did not find any significant direct impact of service quality on customer satisfaction. Mobile phone operators are recommended to formulate operations and marketing strategies that focus on expectations of customers to enhance level of satisfaction. Similar industries may reveal similar relationship features in respect to these relationship constructs, if they are under similar category.

Impact of culture on commitment, satisfaction, and extra-role behaviors among Canadian ER physicians.

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Williams, E S; Rondeau, K V; Francescutti, L H

2007-01-01

The purpose of this paper is to explore the impact of hospital emergency department culture on the job satisfaction, patient commitment, and extra-role performance of Canadian emergency physicians. The conceptual model related four cultural archetypes from the competing valued model to the three outcome variables. In total, 428 Canadian emergency physicians responded to a national survey. The conceptual model was tested via structural equation modeling via LISREL 8. Culture had a relatively weak impact on the outcomes. Human resources culture related positively to job satisfaction while bureaucratic culture related positively to patient commitment. Patient commitment, but not job satisfaction strongly and positively related to extra-role behavior. A direct relationship between entrepreneurial culture and extra-role behavior emerged from an extended analysis. Organizational culture seems to have more distal relationships with outcome variables and its influence is likely to be mediated by more proximal workplace variables. Of value by showing that a key modern leadership challenge is to create the kind of work culture that can become a source of competitive advantage through generating particular organizational outcomes valued by stakeholders.

Stakeholder Alignment and Changing Geospatial Information Capabilities

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Winter, S.; Cutcher-Gershenfeld, J.; King, J. L.

2015-12-01

Changing geospatial information capabilities can have major economic and social effects on activities such as drought monitoring, weather forecasts, agricultural productivity projections, water and air quality assessments, the effects of forestry practices and so on. Whose interests are served by such changes? Two common mistakes are assuming stability in the community of stakeholders and consistency in stakeholder behavior. Stakeholder communities can reconfigure dramatically as some leave the discussion, others enter, and circumstances shift — all resulting in dynamic points of alignment and misalignment . New stakeholders can bring new interests, and existing stakeholders can change their positions. Stakeholders and their interests need to be be considered as geospatial information capabilities change, but this is easier said than done. New ways of thinking about stakeholder alignment in light of changes in capability are presented.

Towards a More Holistic Stakeholder Analysis Approach

DEFF Research Database (Denmark)

Sedereviciute, Kristina; Valentini, Chiara

2011-01-01

are identified based on the dimensions of connectivity and the content shared. Accordingly, the study introduces four groups of important actors from social media: unconcerned lurkers, unconcerned influencers, concerned lurkers and concerned influencers and integrates them into the existing Stakeholder Salience...... in finding stakeholders on new environments (social media), where connectivity and relationships play a key role. The argument stems from the need to assess stakeholder presence beyond the dyadic ties. Consequently, the combination of the Stakeholder Salience Model (SSM) and social network analysis (SNA......) is proposed as a more holistic solution for stakeholder identification including those from social media. A process of finding “unknown” but important stakeholders from social media was identified incorporating the content search and the principles of SNA. Consequently, stakeholders from social media...

7 CFR 3430.607 - Stakeholder input.

Science.gov (United States)

2010-01-01

... 7 Agriculture 15 2010-01-01 2010-01-01 false Stakeholder input. 3430.607 Section 3430.607 Agriculture Regulations of the Department of Agriculture (Continued) COOPERATIVE STATE RESEARCH, EDUCATION... § 3430.607 Stakeholder input. CSREES shall seek and obtain stakeholder input through a variety of forums...

Stakeholders' Perspectives on Stakeholder-engaged Research (SER): Strategies to Operationalize Patient-centered Outcomes Research Principles for SER.