The interaction of ownership structure and customer satisfaction as determinants of brand equity

In this paper we study the interaction between ownership structure and customer satisfaction, and their impact on a firm's brand equity. We find that customer satisfaction has a positive direct effect on brand equity but an indirect negative one, through reductions in ownership concentration. This latter effect emerges when managers are focused mainly on satisfying customers. It gives out a warning signal that highlights the perverse effect of implementing policies focused excessively on satisfying customers at the expense of shareholders, on a firm's brand equity. We demonstrate our theoretical contention, empirically, making use of an incomplete panel data comprising 69 firms from 11 different nations for the period 2002-2005.

Impacte dels estàndards de gestió en la satisfacció dels clients

Aquest projecte de recerca es centra en l’anàlisi de l’impacte dels estàndards de gestió de la qualitat ( bàsicament ISO 9001:2000 o en la nova versió ISO 9001:2008) en la millora real de al satisfacció dels clients. Aquest objectiu apareix després d’observar com aquests sistemes han tingut molta rellevància en els darrers anys, i en canvi no està gens clara quin és l’efecte real en la satisfacció dels clients (interns i externs principalment ) de les organitzacions que ho implementen. El projecte es basa en un estudi empíric a realitzar en paral•lel a Catalunya i al Regne Unit, dues de les regions a nivell mundial amb un nombre més elevat de certificacions ISO 9000:2000, però també formant part de dos dels únics països on s’han creat normatives específiques d’integració d’aquests estàndards amb altres, com per exemple els dissenyats directament per a la millora de la satisfacció dels clients (llegeixis ISO 10001, ISO 10002, ISO 10003 i ISO 10004). Aquestes normatives específiques o de suport, fins i tot especificacions tècniques relacionades, també són objectes d’aquest projecte.

Job satisfaction and life satisfaction: Analysis of a reciprocal model with social demographic moderators

The general objective of the study was to empirically test a reciprocal model of job satisfaction and life satisfaction while controlling for some social demographic variables. 827 employees working in 34 car dealerships in Northern Quebec (56% responses rate) were surveyed. The multiple item questionnaires were analysed using correlation analysis, chi square and ANOVAs. Results show interesting patterns emerging for the relationships between job and life satisfaction of which 49.2% of all individuals have spillover, 43.5% compensation, and 7.3% segmentation type of relationships. Results, nonetheless, are far richer and the model becomes much more refined when social demographic indicators are taken into account. Globally, social demographic variables demonstrate some effects on each satisfaction individually but also on the interrelation (nature of the relations) between life and work satisfaction.

Satisfaction in choice as a function of the number of alternatives: When "goods satiate" but "bads escalate"

Whereas people are typically thought to be better off with more choices, studiesshow that they often prefer to choose from small as opposed to large sets of alternatives.We propose that satisfaction from choice is an inverted U-shaped function of thenumber of alternatives. This proposition is derived theoretically by considering thebenefits and costs of different numbers of alternatives and is supported by fourexperimental studies. We also manipulate the perceptual costs of information processingand demonstrate how this affects the resulting satisfaction function. We furtherindicate that satisfaction when choosing from a given set is diminished if people aremade aware of the existence of other choice sets. The role of individual differences insatisfaction from choice is documented by noting effects due to gender and culture. Weconclude by emphasizing the need to have an explicit rationale for knowing how muchchoice is enough.

Ownership structure, customer satisfaction and brand equity

This paper studies the interaction between ownership structure, taken as a proxy for shareholders commitment, and customer satisfaction - the main driver of consumer loyalty - and their impact on a firm s brand equity. The results show that customer satisfaction has a positive direct effect on brand equity but an indirect negative one because of reductions in ownership concentration. This latter effect emerges when managers are mainly customer-oriented. Such result gives out a warning signal that highlights the perverse effect of implementing policies, focused excessively on satisfying customers at the expense of shareholders, on a firm s brand equity. The empirical analysis uses an incomplete panel data comprising 69 firms from 11 nations, for the period 2002-2005.

Desenvolupament d'aplicacions per a dispositius mòbils : Cartera de clients en HTML5

Projecte de desenvolupament d'una aplicació per portar la cartera de clients d'un comercial en HTML5 sobre PhoneGap.

Cartera de clients HTML5 i PhoneGap

L'objectiu del present treball final de carrera consisteix en la realització del disseny i implementació d'una aplicació per a dispositius mòbils. Aquesta té que complir els requisits especificats en l'enunciat proporcionat pel consultor de l'assignatura.

Quality of life, happiness and satisfaction with life of individuals 75 years old or older cared for by a home health care program

This case study identifies the elements that compose the Quality of Life (QofL) of individuals who were 75 years old or older and receive care at home. The study's sample was composed of individuals 75 years or older cared for by a home health care service in the primary health care unit in Vilafranca del Penedès, Spain (n=26). The variables included: a) socio-demographic data; b) concept of QofL; c) perception of QofL; d) reasons for their perception; d) satisfaction with life and related aspects; and f) feeling of happiness. Face to face interviews were conducted. A total of 76.9% of the individuals reported a good perception of QofL and the main reasons related to it were: health, family and social relationships, and the ability to adapt. Role Theory and Disengagement Theory explain the adaptation process of these individuals at this point in life.

Quality of life, happiness and satisfaction with life of individuals 75 years old or older cared for by a home health care program

This case study identifies the elements that compose the Quality of Life (QofL) of individuals who were 75 years old or older and receive care at home. The study's sample was composed of individuals 75 years or older cared for by a home health care service in the primary health care unit in Vilafranca del Penedès, Spain (n=26). The variables included: a) socio-demographic data; b) concept of QofL; c) perception of QofL; d) reasons for their perception; d) satisfaction with life and related aspects; and f) feeling of happiness. Face to face interviews were conducted. A total of 76.9% of the individuals reported a good perception of QofL and the main reasons related to it were: health, family and social relationships, and the ability to adapt. Role Theory and Disengagement Theory explain the adaptation process of these individuals at this point in life.

Quality of life, happiness and satisfaction with life of individuals 75 years old or older cared for by a home health care program

This case study identifies the elements that compose the Quality of Life (QofL) of individuals who were 75 years old or older and receive care at home. The study's sample was composed of individuals 75 years or older cared for by a home health care service in the primary health care unit in Vilafranca del Penedès, Spain (n=26). The variables included: a) socio-demographic data; b) concept of QofL; c) perception of QofL; d) reasons for their perception; d) satisfaction with life and related aspects; and f) feeling of happiness. Face to face interviews were conducted. A total of 76.9% of the individuals reported a good perception of QofL and the main reasons related to it were: health, family and social relationships, and the ability to adapt. Role Theory and Disengagement Theory explain the adaptation process of these individuals at this point in life.

Satisfaction survey of Directed Experiential Learning (DEL)

The aim of this questionnaire is to assess your experience of the DEL learning process as developed by your university. The questionnaire is anonymous and it should not take more than fifteen minutes to complete.

Implantació de la metodologia àgil SCRUM en el manteniment de sistemes CRM

L'objectiu d'aquest projecte és definir una metodologia de treball àgil en el manteniment de sistemes CRM basada en la metodologia de desenvolupament de software SCRUM. A partir de l'estudi d'aquesta metodologia i de la definició dels processos de manteniment d'un sistema CRM, el projecte adapta aquests processos i proposa una nova metodologia que millorarà el rendiment, l'eficiència i la satisfacció tant dels equips de treball que participen en l'execució d’aquests processos com dels clients finals.

Satisfaction survey with DNA cards method to collect genetic samples for pharmacogenetics studies

Background: Pharmacogenetic studies are essential in understanding the interindividual variability of drug responses. DNA sample collection for genotyping is a critical step in genetic studies. A method using dried blood samples from finger-puncture, collected on DNA-cards, has been described as an alternative to the usual venepuncture technique. The purpose of this study is to evaluate the implementation of the DNA cards method in a multicentre clinical trial, and to assess the degree of investigators' satisfaction and the acceptance of the patients perceived by the investigators.Methods: Blood samples were collected on DNA-cards. The quality and quantity of DNA recovered were analyzed. Investigators were questioned regarding their general interest, previous experience, safety issues, preferences and perceived patient satisfaction. Results: 151 patients' blood samples were collected. Genotyping of GST polymorphisms was achieved in all samples (100%). 28 investigators completed the survey. Investigators perceived patient satisfaction as very good (60.7%) or good (39.3%), without reluctance to finger puncture. Investigators preferred this method, which was considered safer and better than the usual methods. All investigators would recommend using it in future genetic studies. Conclusion: Within the clinical trial setting, the DNA-cards method was very well accepted by investigators and patients (in perception of investigators), and was preferred to conventional methods due to its ease of use and safety.

Personality, social values, and marital satisfaction as predictors of parents’ rearing styles

Los estilos de crianza parentales pueden afectar la conducta y socialización de los adolescentes, por lo que es de interés conocer cómo algunas variables psicológicas de los padres se relacionan con los estilos de crianza. Este estudio tiene el objetivo de analizar los estilos de crianza de los padres, valores sociales (prestigio social, orden, benevolencia, y conservadurismo-liberalismo), los cinco grandes factores de personalidad, y la satisfacción de pareja (acuerdo general, afecto, satisfacción, y cohesión) en los padres de adolescentes. Este es un estudio prospectivo basado en método de análisis correlacional. Se encontró que los estilos educativos definidos por el cariño y aceptación se relacionan con los rasgos de personalidad como responsabilidad y estabilidad emocional, alta satisfacción de pareja y preferencia por valores prosociales. Al contrario, los estilos de crianza de sobreprotección y favoritismo se relacionan con baja amabilidad y baja apertura el poco ajuste de pareja con falta de cohesión y valores sociales definidos por falta de benevolencia y preferencia por valores de prestigio social.

Job Satisfaction of Spanish University Graduates

This paper investigates the determinants of job satisfaction of university graduates in Spain. We base our analysis on Locke"s discrepancy theory [Locke (1969)] and decompose subjective evaluation of job characteristics into surplus and deficit levels. We also study the importance of overeducation and over-skilling on job satisfaction. We use REFLEX data, a survey of university graduates. We conclude that job satisfaction is mostly determined by the subjective evaluation of intrinsic job characteristics, with an asymmetric impact of surpluses and deficits. Over-skilling is much more important than over-education in explaining the job satisfaction of university graduates, although the latter is also significant.