Measuring customer satisfaction in tourist service encounters

This paper sets out to model quality and satisfaction judgements of college students within four distinct tourist encounters. A novel approach is used where respondents rated an entire service setting by proxy when evaluating a picture in which certain quality variables had been manipulated. Each picture contained separate ôobjectsö of the service that we claim would be evaluated on a cognitive plane along different dimensions for the relevant attributes of each encounter. The scores were then used to develop regression models to estimate the influence of distinct quality factors on overall satisfaction

The view from the trenches : satisfaction with eHealth systems by a group of health professionals

The integration and adoption of eHealth systems within the health sector faces challenges. As health care practitioners are the end users of eHealth systems, their perceptions of these systems are critical in order to address the issues surrounding their implementation and application. This paper presents the views that a group of health care professionals hold regarding the eHealth systems that they use as part of their day to day work. These views were analysed according to the perceptions of satisfaction and dissatisfaction with eHealth systems that these professionals expressed. They expressed satisfaction with the information consistency, work efficiency, access to information, quality of information, and availability of technical support associated with their systems use. They expressed dissatisfaction with a lack of communication and compatibility between systems, deficiency in terms of system functionality, a lack of system reliability, a lack of initial and ongoing training, and a need to develop workarounds in order to achieve work goals. Overall this research indicates that satisfaction with eHealth systems is a complex issue, and that the negative aspects of system satisfaction need to be addressed and the positive aspects carefully built upon.

Challenging student satisfaction through the education of desires

This article challenges the practice of encouraging teacher educators to strive and raise the levels of student satisfaction in their classes as if such a criterion provides a measure of good teaching. Such a practice involves what Giroux describes as ‘corporate pedagogy’ which conforms to the neoliberal inclination to meet the demands of the customer in the market. However it is argued in this paper that educative teaching, as especially described by Dewey, ought to challenge and re-evaluate the expectations and desires that students bring with them to class. Rather than aiming to satisfy customer expectations, teacher educators ought to lead the tertiary sector by challenging the notion of good quality teaching through educating the desires of students. Perhaps this may involve educators aiming to ‘dissatisfy’ students as per Mill’s ‘dissatisfied Socrates’.

A population-based study investigating the association between sexual and relationship satisfaction and psychological distress among heterosexuals

This study examined whether sexual/relationship satisfaction are differentially associated with mental health issues. Using data from a population-based computer-assisted telephone survey, the authors included in this study 3,800 respondents who had a regular heterosexual partner. The authors used 2 methods of scoring the K6 to produce measures of moderate psychological distress and serious psychological distress. Overall, 8.8% of men and 12.1% of women were classified as having moderate psychological distress, whereas 1.6% of men and 3.2% of women were classified as currently experiencing serious psychological distress. The association between satisfaction and mental health was influenced by sex and the severity of the mental health issue but not by type of satisfaction. After adjusting for demographic differences in mental health, low ratings of sexual/relationship satisfaction were both consistently associated with higher levels of moderate psychological distress in men and women and higher proportions of serious psychological distress in men. Although women may be able to resolve their satisfaction issues during less severe stages of psychological distress, for men there was a strong association between low sexual/relationship satisfaction and serious psychological distress.

Body mass index, sexual difficulties and sexual satisfaction among people in regular heterosexual relationships : a population-based study

Background/Aims:  The aims of this study were to clarify the relationship between body mass index (BMI) and sexual difficulties and to investigate if BMI influenced sexual satisfaction, over and above the effects of sexual difficulties.

Methods:  Cross-sectional analyses of a nationally representative computer-assisted telephone interview. Eight thousand, six hundred and fifty-six respondents were recruited by random digit dialling in 2004–2005. Only those in a sexually active, heterosexual relationship were included in the current analyses.

Results:  After adjustments for demographic factors, both overweight and obese male and female participants were more likely to report worrying during sex about whether their body was unattractive. Among women, associations were also found between higher BMI and lack of interest in sex. No other significant associations between BMI and sexual difficulties were evident. There was an association between BMI and extreme physical pleasure for women but not men over and above the effects of sexual difficulties, with obese women being more likely than normal weight women to report extreme physical pleasure. No associations were found for either men or women between BMI and whether or not they reported extreme emotional or sexual satisfaction with their relationship.

Conclusions:  With the exception of body image difficulties, there is little association between BMI and self-reported sexual difficulties. Furthermore, extreme sexual and emotional satisfaction appeared to be associated with the presence or absence of sexual difficulties and not overly influenced by BMI. Overall, clinicians and patients should be aware that being overweight is not necessarily detrimental to sexual functioning.

Is the lecturer in the room? a study of student satisfaction with online discussions in practical legal training

Reports an exploratory practitioner-initiated study that developed and implemented an online questionnaire to collect data from PLT students in three states, regarding their satisfaction with online discussions. Students’ perceptions of ‘community of inquiry framework’ elements, Marzano and Kendall’s ‘self-system’ factors, and other contextual aspects, were investigated and tested for correlations.The study found student satisfaction with the online discussions was most closely associated with ‘teaching presence’. Students’ satisfaction with student-student interactions was closely associated with ‘self-system’ factors.

A re-examination of the benefits of exercise for state body satisfaction: Considerationof individual difference factors

Although the link between exercise and body image is well documented, the considerable inter-individual variability in this relationship has been largely ignored. Therefore, the aim of the present study was to test the contributions of key body image and exercise-related moderators (age, body mass index (BMI), exercise frequency, trait body dissatisfaction, internalisation of appearance standards, and body surveillance tendencies) in predicting variability in the exercise-body satisfaction relationship. Thirty-seven undergraduate women completed a questionnaire containing the above trait-based measures and then carried a Personal Digital Assistant (PDA) for a 7-day period. Participants were instructed to use the PDA to self-report their state body satisfaction immediately following an exercise session and also when the PDA signalled at each of six random intervals throughout the day. Multilevel modelling revealed a bi-directional relationship between exercise and state body satisfaction. Moreover, post-exercise increases in state body satisfaction were strongest for individuals who were younger and engaged in regular exercise, and weakest for individuals with high BMI and/or the tendency to compare their appearance with others. These findings highlight potential limits on the efficacy of exercise-based therapy for body image disturbances.

Dedicated emergency theatres improve service delivery and surgeons' job satisfaction

Background
There are well-described benefits to separating emergency and elective surgery. Geelong Hospital lacked the resources to implement a separate acute surgical unit, but instituted daily dedicated emergency general surgery operating sessions, managed by an on-site consultant. This study aims to assess the impact of this on service delivery and surgeons' job satisfaction.
Methods
From 1 February 2011, daily half-day operating lists were allocated for general surgical emergencies. Patients treated on these lists were studied prospectively until 31 December 2011. Theatre waiting times and hospital stay were compared with the previous year. A quality-of-life questionnaire was administered to participating surgeons before the project commenced and after 6 months.
Results
A total of 966 patients underwent surgery during an emergency general surgery admission in the control period, and 984 underwent surgery during the study period. The median time from arrival in the emergency department (ED) to surgery was reduced from 19 (18–21) h in the control group to 18 (17–19) h in the study group (P = 0.033). The time from booking surgery to operation was reduced from 4.8 (4.3–5.4) h to 3.9 (3.5–4.3) h (P < 0.0001). For patients undergoing emergency laparotomy, the time from booking to surgery was reduced from 3.1 (2.2–4.1) to 2.4 (1.8–2.9) h, and hospital stay was reduced from 13 (11–15) to 10 (9–12) days (P = 0.0089). The surgeons' responses to the questionnaires showed improvement in job satisfaction (P < 0.0001).
Conclusion
This intervention has improved service delivery for emergency surgery patients, and improved the participating surgeons' job satisfaction.

The contribution of job and partner satisfaction to the homeostatic defense of subjective wellbeing

Two studies investigate subjective wellbeing (SWB) homeostasis. The first investigates the contribution of job satisfaction (JS) and partner satisfaction (PS) to the homeostatic defense of SWB. The extant model of homeostasis does not include either variable. The second study investigates the relationship between Homeostatically Protected Mood (HPMood) and other factors involved in the homeostatic model. It has been proposed that HPMood is the basic, biologically determined, positive mood that saturates SWB and other related variables, and forms the basis of the SWB set-point. Thus, if HPMood is an individual difference and it perfuses other homeostatic variables, then HPMood should be responsible for much of the shared variance between such variables. Two comparative samples are involved. One is a group of 171 Hong Kong Chinese recruited through convenience sampling. The other is a group of 343 Australians recruited via a general population survey. Results indicate that both JS and PS predict significant variance in Global Life Satisfaction beyond the existing factors in the homeostatic model. It is also found that, after controlling for the effect of HPMood, the strength of correlations between SWB and other homeostatic variables is significantly diminished. The implications of these findings are discussed.

Job satisfaction and 'welfare-to-work' : is any job a good job for Australian mothers?

This exploratory study sought to assess the job satisfaction of employed Australian single mothers who had mandatory employment participation requirements. In particular, we sought to identify the characteristics of the job and the individual that were closely associated with participant’s job satisfaction. Self‑report data on job satisfaction, employment characteristics and parenting stress were collected from 155 employed single mothers. Participant job satisfaction was compared to female Australian population norms and linear regression analyses determined the job‑related and individual predictors of single mothers’ job satisfaction. Findings from this exploratory study revealed that single mothers involved in a mandatory welfare‑to‑work program experienced significantly lower job satisfaction than the Australian female population. The individual variable, parental distress, negatively predicted each of the six job satisfaction domains while being employed on a casual basis was inversely associated with three domains (job security, work hours and overall job satisfaction). The Australian government purported that making the transition from welfare to work would improve wellbeing for program participants, under the assumption that ‘any job’s a good job’. However, the relatively low levels of job satisfaction experienced by single mothers in the current study provide little support for this assumption.