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

Anàlisi de les revistes indexades al Journal of Citation Reports del Social Science Citation Index. Període 1997-2005

En aquest estat de la qüestió, s’hi presenten els resultats d’una anàlisi sobre l’evolució i les característiques principals de les revistes de geografia incloses al Journal of Citation Reports dins de la versió del Social Science Citation Index i, per tant, amb factor d’impacte. El període d’estudi escollit ha estat el que va de 1997 a 2005, és a dir, al llarg dels darrers nou anys amb dades disponibles. En total, hi han aparegut incloses trenta-nou revistes, una bona part de les quals ha romàs a la llista durant tot el temps estudiat. Hi ha hagut deu publicacions que han estat situades entre les cinc amb més factor d’impacte de cada any, i cap no ha estat la primera més de dos anys seguits. S’han trobat divuit temàtiques diferents en el conjunt de les revistes, en destaquen les de caire generalista i les de geografia econòmica i regional. Una gran majoria dels volums està publicada per editorials, Blackwell Publishing n’és la més destacada. L’origen de les revistes és clarament anglosaxó, només n’hi trobem dues d’escrites en una altra llengua. La segona part de l’article descriu totes les publicacions contemplades en els nou anys estudiats, amb una petita ressenya de cadascuna

The Challenges of didactics on scholar inclusion: specialized teachers perceptions

This study is a section of the GP-FOREESP - Formation of Human Resources and Learning in Special Education Group’s agenda. This Group is engaged in the development of researches with the intent to contribute on the process to universalize the access to school as well as on the improvement of education system that is currently available to the target population of Special Education. Nowadays, the inclusion process subject has been prioritized by that research group, as they consider that, along with other reasons, the efforts to establish an inclusive education system would be the unique alternative to solve the problem regarding the access to school, which is currently limited, and also to improve the quality on special education, since the level presented in the country is low. Guided by such premise, the present work is a supplementary project developed within the group extent to generate knowledge on school inclusion matter