Application of the european customer satisfaction index to postal services. Structural equation models versus partial least squars

Customer satisfaction and retention are key issues for organizations in today’s competitive market place. As such, much research and revenue has been invested in developing accurate ways of assessing consumer satisfaction at both the macro (national) and micro (organizational) level, facilitating comparisons in performance both within and between industries. Since the instigation of the national customer satisfaction indices (CSI), partial least squares (PLS) has been used to estimate the CSI models in preference to structural equation models (SEM) because they do not rely on strict assumptions about the data. However, this choice was based upon some misconceptions about the use of SEM’s and does not take into consideration more recent advances in SEM, including estimation methods that are robust to non-normality and missing data. In this paper, both SEM and PLS approaches were compared by evaluating perceptions of the Isle of Man Post Office Products and Customer service using a CSI format. The new robust SEM procedures were found to be advantageous over PLS. Product quality was found to be the only driver of customer satisfaction, while image and satisfaction were the only predictors of loyalty, thus arguing for the specificity of postal services

European employment strategy and spanish labour market policies

The paper aim is to analyse the influence of the European Employment Strategy (EES)in the implementation of the Spanish labour market policies. The first part of the paper describes the evolution and content of the EES. In the second one, the definition of activation is also explained. In addition to that, the ways how the EES develops and promotes active labour market policies are examined. The evolution of labour market policies in Spain and the current configuration of both active and passive policies are studied in the next three chapters. In these parts, the paper investigates to which extent the provisions of the EES have been implemented in Spain. The paper shows that: i) activation has been rising in the European countries since the implementation of the EES; ii) this fact has also happened in relative terms (comparing the evolution of active to passive policies); iii) Spain has been one of the countries which has led these processes; iv) the EES seems to have been influencing

The allometry of non-employment. What can compositional data analysis tell us about labour market performance across the UK's regions?

The low levels of unemployment recorded in the UK in recent years are widely cited as evidence of the country’s improved economic performance, and the apparent convergence of unemployment rates across the country’s regions used to suggest that the longstanding divide in living standards between the relatively prosperous ‘south’ and the more depressed ‘north’ has been substantially narrowed. Dissenters from these conclusions have drawn attention to the greatly increased extent of non-employment (around a quarter of the UK’s working age population are not in employment) and the marked regional dimension in its distribution across the country. Amongst these dissenters it is generally agreed that non-employment is concentrated amongst older males previously employed in the now very much smaller ‘heavy’ industries (e.g. coal, steel, shipbuilding). This paper uses the tools of compositiona l data analysis to provide a much richer picture of non-employment and one which challenges the conventional analysis wisdom about UK labour market performance as well as the dissenters view of the nature of the problem. It is shown that, associated with the striking ‘north/south’ divide in nonemployment rates, there is a statistically significant relationship between the size of the non-employment rate and the composition of non-employment. Specifically, it is shown that the share of unemployment in non-employment is negatively correlated with the overall non-employment rate: in regions where the non-employment rate is high the share of unemployment is relatively low. So the unemployment rate is not a very reliable indicator of regional disparities in labour market performance. Even more importantly from a policy viewpoint, a significant positive relationship is found between the size of the non-employment rate and the share of those not employed through reason of sickness or disability and it seems (contrary to the dissenters) that this connection is just as strong for women as it is for men

Using problem-based learning for introducing producer theory and market structure in intermediate microeconomics

This paper shows how instructors can use the problem‐based learning method to introduce producer theory and market structure in intermediate microeconomics courses. The paper proposes a framework where different decision problems are presented to students, who are asked to imagine that they are the managers of a firm who need to solve a problem in a particular business setting. In this setting, the instructors’ role is to provide both guidance to facilitate student learning and content knowledge on a just‐in‐time basis

Glob3 Mobile: hacia un SIG 3D para entornos Apple-iOS, Android y WebGL

El trabajo describe el proyecto de desarrollo de un SIG 3D de código abierto para dispositivos móviles (Apple-iOS y Android) y para navegadores web con tecnología WebGL. En la fase actual, nos centraremos en el diseño e implementación del globo virtual, como elemento esencial que da soporte al SIG 3D y de una IDE que permite la programación de nuevas funcionalidades al globo. Dentro de los objetivos de diseño del globo virtual tenemos (i) simplicidad, con código estructurado que facilita la portabilidad y con una API de código abierto sencilla, (ii) eficiencia, tomando en cuenta los recursos hardware de los dispositivos móviles más extendidos en el mercado, (ii) usabilidad, implementando una navegación intuitiva mediante gestos para la interacción en pantalla y (iv) escalabilidad, gracias a una API desarrollada, se permite aumentar de las prestaciones mediante el desarrollo de scripts y podrán ser ejecutados tanto dentro del navegador web como de forma nativa en las plataformas móviles. Ante un panorama de clara proliferación de aplicaciones para móviles, Glob3 Mobile pretende ser una apuesta fuerte que llegue a convertirse en un SIG 3D de código abierto que abarque variadas aplicaciones sectoriales, algunas ya en marcha