Customer involvement in new service development

This case study aims at filling the research gap in the literature, by researching how customers experience customer involvement in new service development, in addition to giving insight on what are the organisational customers’ motivations to become involved in service development. These subjects are studied by conducting three interviews. The thesis gives a review of previous findings regarding customer-driven new service development, customer involvement, customer roles, modes of involvement, communication in the involvement process, what is the role of customer engagement and what are the motivational drivers for customers. The thesis also explains what new service development is and makes a distinction between new service development and new service design. The results revealed that organisational customers want to be involved throughout the development process, with active involvement in the beginning and end phases. Moreover, customers prefer face-to-face methods and active and bidirectional communication throughout the process. The findings propose seven motivational factors, a new framework for customer-driven new service development and communication process map. The managerial implications list five themes for service providers to take into consideration when involving customers to the service development process.

Barriers to and facilitators of older adult’s adherence to health recommendations: Towards an EngAging two-way health communication

Non-adherence to health recommendations (e.g. medical prescriptions) presents potential costs for healthcare, which could be prevented or mitigated. This is often attributed to a person’s rational choice, to not adhere. However, this may also be determined by individual and contextual factors implied in the recommendations communication process. In accordance, this chapter focuses specifically on barriers to and facilitators of adherence to recommendations and engagement with the healthcare process, particularly concerning the communication between health professionals and patients. For this, the authors present examples of engagement increment through different degrees of participation, from a one-way/directive towards a two-way/engaging communication process. This focuses specifically on a vulnerable population group with increasing healthcare needs: older adults. Future possibilities for two-way engaging communications are discussed, aimed at promoting increased adherence to health recommendations and people’s self-regulation of their own health.

Rethinking Open Science: The Role of Communication

The first version of this text was presented in the “Philosophy of Communication” section at the ECREA’s 5th European Communication Conference, “Communication for Empowerment,” in Lisbon in November 2014. I would like to thank the audience for the lively post-presentation discussion.

«We need more women in managerial jobs» – Gender equality and management in the Nordic context : Deconstruction and critical perspectives

Focusing on the Nordic context, this article highlights complexities between gender equality discourse established at the societal level and discursive practice in organizations, particularly in relation to management, managing and managers. This research task is carried out by deconstructing a management text, and grounding the deconstruction in critical feminist literature. This analysis illustrates how managerial discourse is challenged and questioned by pro-egaliterian arguments in the Nordic context. However, it also demonstrates the pervasiveness of the gendered elements in managerial discourse, which relies on specific conceptions of parenthood where motherhood is constructed as problematic whereas fatherhood remains absent – and thus unproblematic. It is suggested that the ‘Nordic case’ provides a fruitful basis for similar studies in other societal contexts in Europe.

Comunicação interna em empreendimento hoteleiro: um enfoque gerencial

Globalization, which increased the market to a position of competition and change never before experienced, also imposed a series of changes that have transformed the social systems, organizations increasingly complex. In this scenario, communication has received attention from modern managers. Research indicates that some sectors of activity, more than others, rely on communication as a tool for achieving their goals. The tourism sector, located in the service segment is configured as one of these activities, which the hotel is part of the composite product. With the intention to acknowledge these aspects in this study sought to analyze the characteristics of internal communication in a hotel project in the managerial perspective. To try to answer this purpose we constructed a framework based on authors that discuss organizational communication, internal communication and hotel businesses. For the purpose of research was chosen a unit of study to assess the views of managers regarding the issue. In the unit studied was sought to apprehend these meanings through interviews with a group of managers in the organization and analysis of documents. Data were analyzed through content analysis of Bardin (1977), with the technique of categorical analysis, as it sought to capture aspects that allow the description of the contents of the messages. The results pointed to an organizational reality based heavily on orality, who lives constantly with noise and using communication to regulate behavior. With little or no reflection on managerial communication inferred that subordinates should not absorb the message completely, a phenomenon that can not be responsible for the complete fulfillment thereof. Moreover, it was realized that the organization studied did not plan your communication, since, yet the views as a strategic tool to achieve your goals

Vocal differentiation parallels development of auditory saccular sensitivity in a highly soniferous fish

Vocal differentiation is widely documented in birds and mammals but has been poorly investigated in other vertebrates, including fish, which represent the oldest extant vertebrate group. Neural circuitry controlling vocal behaviour is thought to have evolved from conserved brain areas that originated in fish, making this taxon key to understanding the evolution and development of the vertebrate vocal-auditory systems. This study examines ontogenetic changes in the vocal repertoire and whether vocal differentiation parallels auditory development in the Lusitanian toadfish Halobatrachus didactylus (Batrachoididae). This species exhibits a complex acoustic repertoire and is vocally active during early development. Vocalisations were recorded during social interactions for four size groups (fry: <2 cm; small juveniles: 2-4 cm; large juveniles: 5-7 cm; adults >25 cm, standard length). Auditory sensitivity of juveniles and adults was determined based on evoked potentials recorded from the inner ear saccule in response to pure tones of 75-945 Hz. We show an ontogenetic increment in the vocal repertoire from simple broadband-pulsed 'grunts' that later differentiate into four distinct vocalisations, including low-frequency amplitude-modulated 'boatwhistles'. Whereas fry emitted mostly single grunts, large juveniles exhibited vocalisations similar to the adult vocal repertoire. Saccular sensitivity revealed a three-fold enhancement at most frequencies tested from small to large juveniles; however, large juveniles were similar in sensitivity to adults. We provide the first clear evidence of ontogenetic vocal differentiation in fish, as previously described for higher vertebrates. Our results suggest a parallel development between the vocal motor pathway and the peripheral auditory system for acoustic social communication in fish.

Invisible, therefore isolated: comparative effects of team virtuality with task virtuality on workplace isolation and work outcomes

The new standards of technological and flexible arrangements have made virtual work prevalent for almost everyone in all levels of an organization. Whether in a virtual or traditional setting, current working conditions allow anyone to collaborate, work and interact with others through electronic means of communication, thereby creating a lack of face-to-face contact. Even though the dynamics of virtuality have been widely elaborated at the team level, there are still many unknowns about the impacts of virtuality experienced at an individual level. This paper aims to shed light on the relationship between workplace social isolation, job satisfaction, perceived performance and turnover intention comparing individual responses to team virtuality and task virtuality. Our findings propose that there are statistically significant relations between individual task virtuality, workplace social isolation, satisfaction, perceived performance and turnover intention in organizations. The results also reveal that task virtuality is a better predictor than team virtuality in estimating workplace social isolation and turnover intention.

From carbon markets to carbon morality: creative compounds as framing devices in online discourses on climate change mitigation

Lexical combinations of at least two roots around "carbon" as the hub, such as "carbon finance" or "carbon footprint," have recently become ubiquitous in English-speaking science, politics, and mass media. They are part of a new language evolving around the issue of climate change that can reveal how it is framed by various stakeholders. In this article, the authors study the role of these "carbon compounds" as tools of communication in different online discourses on climate change mitigation. By combining a quantitative analysis of their occurrences with a qualitative analysis of the contexts in which the compounds were used, the authors identify three clusters of compounds focused on finance, lifestyle, and attitudes and elucidate the communicative purposes to which they were put between the 1990s and the early 21st century. This approach may open up new ways of analyzing the framings of climate change mitigation initiatives in the public sphere.

Promoting oral interaction in the EFL classroom through the use of speaking activities

Este trabajo de investigación es sobre el uso de un folleto con actividades de expresión oral utilizados en una clase de Inglés de estudiantes de primer año del colegio "Integración Iberoamericano" y discute intereses de los estudiantes en desarrollo estas actividades para una interacción oral significativa entre (estudiantes y profesores) y (estudiantes-estudiantes). Además, este trabajo de investigacióntiene 5secciones: la primera secciónes una introducciónacerca de laimportancia de la comunicaciónen nuestra vidadiaria, la segunda secciónpresenta laliteratura, sección en la quese mencionandiferentesautores quepresentanalgunas perspectivassobreel desarrollo de comunicación oralen el EFL clase, así como en la tercera secciónse mencionala metodología utilizadadurante el desarrollodel trabajo de investigación. Por otra parte, en la cuarta secciónse presentaelanálisis de los datoscon los resultadosobtenidospor los participantesdespués de haber sido aplicado elfolleto conlasactividades de expresión oral, y, finalmente,en la quinta sección, se presentanlas conclusiones yrecomendacionesdespués de haberterminado el trabajo de investigación. Esimportante mencionarque el usode este folletoserá considerado como una opcióndiferente yuna metodología innovadoraque los futurosprofesores pueden utilizaren las clasescomo una herramientaútily significativa parael desarrollo deloshabilidades para hablar y una buena comunicación oral de los estudiantes.

La situación laboral actual de los Relacionistas Públicos graduados en la Universidad de Cuenca durante el periodo 2010 – 2014

Este trabajo está enfocado en conocer y analizar la situación laboral de los relacionistas públicos. Iniciando por las bases teóricas, nos dirigimos a comprender el título de esta carrera: “Comunicación social en Relaciones Públicas y publicidad”, principalmente me he enfocado en la importancia de las Relaciones Públicas. Considerando que es una rama en evolución y una disciplina que cuenta con una presencia esencial en el seno de las organizaciones, contribuye a la gestión estratégica de la comunicación de cualquier organización. Mediante encuestas se analizarán las siguientes variables: formación académica, ejercicio profesional, graduados que trabajan por cuenta propia, grado de pertenencia a la Institución y aspectos complementarios. Cada una de las variables ha servido para inferir la situación real en la que se encuentra un Relacionista Público dentro de nuestro contexto citadino y nacional, tanto como reconocer sus debilidades y fortalezas frente a una carrera en constante evolución y de prometedores logros.

Attitudinal and behavioural approaches to improving waste management on construction projects in Australia: Benefits and limitations

This research aims to understand the attitudes and behaviours of stakeholders towards waste management and consequently identify ways of improving waste management practices in construction projects. Semi-structured interviews were conducted. The findings reveal that most of the decisions in construction projects are based on their financial returns unless there is a special requirement to comply with Green Star or any other sustainable building rating system. Even though there is a trend towards environment-friendly construction, contractors are favourable towards methods involving financial incentives. Results also indicate that private developers are more price-driven compared with government clients. Findings reveal the necessity of enforcing legislation to improve waste management practices until such practices become culturally embedded in organizations across the supply chain. Similarly, end users' motivation towards waste management was also identified as a key to encouraging stakeholders of construction projects and improving their attitudes and behaviours towards waste management practices.

Back to the future: Warlpiri encounters with drawings, country and others in the digital age

Since the early 1900s, Warlpiri people living in the central desert region of Australia have experienced an intense process of adaption to the changing circumstances of postcolonial life. From the earliest days, their encounters with kardiya, non-Aboriginal people, have been mediated by diverse visual technologies that have, over time, become integral to the ways Warlpiri orient themselves to each other and their wider world. In this paper I trace the key elements of the complex visual environment that has emerged from this history of mediation. The central part of the paper considers events around the repatriation to Warlpiri communities in 2011 of a collection of drawings made in the 1950s by their forebears.In responses to a medium that once was new but now is old, several points of interest emerge, among them a clear sense of a hierarchy of value Warlpiri apply to modes of visual communication. In the context of the return of the drawings, the significance Warlpiri ascribe to other visual media comes to the fore. I consider some of the ways visual forms are deployed in support of public projections of cultural identity on the one hand and everyday modes of expression and address on the other. The paper’s central argument is that contemporary Warlpiri attitudes to images – whether they be drawn, painted or broadcast – reveal the complex postcolonial workings of mimetic desire.

Standard setting in specific-purpose language testing: what can a qualitative study add?

This paper explores the views of nursing and medical domain experts in considering the standards for a specific-purpose English language screening test, the Occupational English Test (OET), for professional registration for immigrant health professionals. Since individuals who score performances in the test setting are often language experts rather than domain experts, there are possible tensions between what is being measured by a language test and what is deemed important by domain experts. Another concern is a lack of qualitative research on the process of the standard setting. To date, no published qualitative work has been identified about the contributions of domain experts in the standard setting for healthcare communication. In this study, a standard-setting exercise was conducted for the speaking component of the OET, using judgements of nursing and medical clinical educators and supervisors. In all, 13 medical and 18 nursing clinical educators and supervisors rated medical and nursing candidate performances respectively. These performances were audio-recorded OET role-plays that were selected across a range of proficiency levels. Domain experts were invited to comment on the basis of their decisions and the extent of alignment between these decisions and the criteria used to assess performance on the OET. Nursing and medical domain experts showed that they attended to all of the OET criteria in making their decisions about standards. However, clinical scenario simulation also invited judgements of clinical competence from participants, even where they knew that clinical competence should be excluded from their decision-making. Another concern related to the authenticity limitations of the role-play tasks as evidence of readiness to handle communication in the workplace. Overall, findings support the value of qualitative evidence from the standard setting in providing insight into the factors informing and impeding decision-making.

Passages inclusifs : le réseau d'organismes communautaires autochtones de Montréal

This research aims to enrich the understanding of the constitution of a sense of belonging to an aboriginal community in Montreal. It has been demonstrated that there is indeed a social cohesion in Montreal based on the collective aboriginal ethnic identity, or aboriginality. This cohesion is supported by aboriginal organizations and associations, whise approaches and engagements have a direct impact on their inclusion into the community. These institutions are considered as the source of communitarian social bond in the city. By the empowerment of a shared aboriginal identity, the representation of community interests, the integration in the urban life, the service delivery to members of the middle class and the creation of secured spaces dedicated to their cultural heritage, aboriginal associations are creating social ties to the community. On the other hand, some problems like the lack of communication between organizations, their hermetic nature, their excessive bureaucratic methods, the way women in the community monopolize the institutions, the presence of non-aboriginal people as well as the gang phenomenon are all experienced in the organizations. These problems produce harmful consequences on the member’s relations to the communitarian system and reduce their participation and attendance. Also, the social bond within the native community is weakened by various factors outside the grasp of the institutions. Some internal discriminations and stereotypes, sometimes tied to the use of administrative indicators of the Canadian Aboriginal Law, the lack of a native district in Montreal, and the different socio-economic members’ situations create divisions and affect the community spirit. This thesis focuses on the native community construction in an urban area through its institutional sphere, which differs from other studies on urban Natives. The objective is to understand the urban realities and the way the urban native communities are developing themselves.

Trajectory Privacy Preservation in Mobile Wireless Sensor Networks

In recent years, there has been an enormous growth of location-aware devices, such as GPS embedded cell phones, mobile sensors and radio-frequency identification tags. The age of combining sensing, processing and communication in one device, gives rise to a vast number of applications leading to endless possibilities and a realization of mobile Wireless Sensor Network (mWSN) applications. As computing, sensing and communication become more ubiquitous, trajectory privacy becomes a critical piece of information and an important factor for commercial success. While on the move, sensor nodes continuously transmit data streams of sensed values and spatiotemporal information, known as ``trajectory information". If adversaries can intercept this information, they can monitor the trajectory path and capture the location of the source node. This research stems from the recognition that the wide applicability of mWSNs will remain elusive unless a trajectory privacy preservation mechanism is developed. The outcome seeks to lay a firm foundation in the field of trajectory privacy preservation in mWSNs against external and internal trajectory privacy attacks. First, to prevent external attacks, we particularly investigated a context-based trajectory privacy-aware routing protocol to prevent the eavesdropping attack. Traditional shortest-path oriented routing algorithms give adversaries the possibility to locate the target node in a certain area. We designed the novel privacy-aware routing phase and utilized the trajectory dissimilarity between mobile nodes to mislead adversaries about the location where the message started its journey. Second, to detect internal attacks, we developed a software-based attestation solution to detect compromised nodes. We created the dynamic attestation node chain among neighboring nodes to examine the memory checksum of suspicious nodes. The computation time for memory traversal had been improved compared to the previous work. Finally, we revisited the trust issue in trajectory privacy preservation mechanism designs. We used Bayesian game theory to model and analyze cooperative, selfish and malicious nodes' behaviors in trajectory privacy preservation activities.