A new perspective on service quality: A multi-dimensional, hierarchical scale

This study offers a new perspective on the nature, content and structure of perceived service quality. The Nordic and Gap schools of quality assessment are integrated with recent advances in the literature to develop and test a multidimensional, hierarchical scale. The scale provides a framework for assessing service quality within a high involvement, high contact, ongoing service environment. Empirical results indicated that service quality conforms to a multidimensional, hierarchical structure consisting of four primary dimensions, which in turn comprise nine sub-dimensions. The results obtained extend our understanding of service evaluation and have important implications for service providers seeking to improve the quality of the services they provide.

The Hierarchical Structure of the Firm: A Geometric Perspective

This paper incorporates hierarchical structure into the neoclassical theory of the firm. Firms are hierarchical in two respects: the organization of workers in production and the wage structure. The firm’s hierarchy is represented as the sector of a circle, where the radius represents the hierarchy’s height, the width of the sector represents the breadth of the hierarchy at a given height, and the angle of the sector represents span of control for any given supervisor. A perfectly competitive firm then chooses height and width, as well as capital inputs, in order to maximize profit. We analyze the short run and long run impact of changes in scale economies, input substitutability and input and output prices on the firm’s hierarchical structure. We find that the firm unambiguously becomes more hierarchical as the specialization of its workers increases or as its output price increases relative to input prices. The effect of changes in scale economies is contingent on the output price. The model also brings forth an analysis of wage inequality within the firm, which is found to be independent of technological considerations, and only depends on the firm’s wage schedule.

Estimating buffer overflows in three stages using cross-entropy

In this paper we propose a fast adaptive Importance Sampling method for the efficient simulation of buffer overflow probabilities in queueing networks. The method comprises three stages. First we estimate the minimum Cross-Entropy tilting parameter for a small buffer level; next, we use this as a starting value for the estimation of the optimal tilting parameter for the actual (large) buffer level; finally, the tilting parameter just found is used to estimate the overflow probability of interest. We recognize three distinct properties of the method which together explain why the method works well; we conjecture that they hold for quite general queueing networks. Numerical results support this conjecture and demonstrate the high efficiency of the proposed algorithm.

A Novel Nonparametric Density Estimator

We present a novel nonparametric density estimator and a new data-driven bandwidth selection method with excellent properties. The approach is in- spired by the principles of the generalized cross entropy method. The pro- posed density estimation procedure has numerous advantages over the tra- ditional kernel density estimator methods. Firstly, for the first time in the nonparametric literature, the proposed estimator allows for a genuine incor- poration of prior information in the density estimation procedure. Secondly, the approach provides the first data-driven bandwidth selection method that is guaranteed to provide a unique bandwidth for any data. Lastly, simulation examples suggest the proposed approach outperforms the current state of the art in nonparametric density estimation in terms of accuracy and reliability.

Elite athletes: Why does the 'fire' burn so brightly?

Background and Purpose: What drives some athletes to achieve at the highest level whilst other athletes fail to achieve their physical potential? Why does the ‘fire’ burn so brightly for some elite athletes and not for others? A good understanding of an athlete’s motivation is critical to a coach designing an appropriate motivational climate to realize an athlete’s physical talent. This paper examines the motivational processes of elite athletes within the framework of three major social-cognitive theories of motivation. Method: Participants were five male and five female elite track and field athletes from Australia who had finished in the top ten at either the Olympic Games and/or the World Championships in the last six years. Qualitative data were collected using semi-structured interviews. Results and Discussion: Inductive analyses revealed several major themes associated with the motivational processes of elite athletes: (a) they were highly driven by personal goals and achievement, (b) they had strong self-belief, and (c) track and field was central to their lives. The findings are discussed in light of recent social-cognitive theories of motivation, namely, self-determination theory, the hierarchical model of motivation, and achievement goal theory. Self-determined forms of motivation characterised the elite athletes in this study and, consistent with social-cognitive theories of motivation, it is suggested that goal accomplishment enhances perceptions of competence and consequently promotes self-determined forms of motivation.

Entanglement between a qubit and the environment in the spin-boson model

The quantitative description of the quantum entanglement between a qubit and its environment is considered. Specifically, for the ground state of the spin-boson model, the entropy of entanglement of the spin is calculated as a function of α, the strength of the ohmic coupling to the environment, and ɛ, the level asymmetry. This is done by a numerical renormalization group treatment of the related anisotropic Kondo model. For ɛ=0, the entanglement increases monotonically with α, until it becomes maximal for α→1-. For fixed ɛ>0, the entanglement is a maximum as a function of α for a value, α=αM