Relationship marketing and pay TV: satisfaction, complaining behavior, service recovery, and repurchase

The aims of this research included demonstrating the detenninants of Pay TV subscriber satisfaction, and displaying the relationships between key aspects of relationship marketing, such as perceptions of value, satisfaction, customer complaint behavior and service recovery, and the intention to repurchase. A survey of 171 Australian respondents suggested that the perceived quality of the variety of the programs available and the perceived quality of the monthly program guide were major contributors to value, and that value was the main driver of overall satisfaction, which in tum was the main driver of the likelihood of disconnection from the Pay TV service. Those respondents who reported having a problem but not complaining directly about it were significantly more likely to have the intention to disconnect in the future, but they were not significantly different in tenns of their value perceptions or overall satisfaction.<br />

Service failure and recovery in the presence of service guarantees

This paper presents a conceptual model and propositions outlining how, in a service recovery encounter, service guarantees (unconditional and specific) operate in conjunction with other organisational recovery variables (guarantee facilitation and service provider concern), to influence customers&rsquo; justice perceptions and subsequent satisfaction evaluations.<br />

A proposal for change to teacher education in and for rural and regional Australia

In recent years, much attention has been given to the preparation of teachers for rural and regional schools (for example, Marks et al, 2000, Marks et al, 2001, Jones, 2002). Rural and regional teacher education brings with it exciting opportunities for individuals and communities. However, it is also coupled with specific demands on governments, teaching staff and tertiary institutions. However, as yet little attention has been given to how to reform teacher education to address the identified issues (Green &amp; Reid, 2004). At present, the teacher education course offered on the Warrnambool campus of Deakin University is identical to that offered on the metropolitan (Burwood) and regional (Geelong) campuses. The course is a traditional four-year course.<br /><br />At the Warrnambool campus we are embarking on a project which aims to reconceptualise teacher education for rural and regional contexts. It seeks to: better understand the issues and challenges rural and regional stake holders face within the profession, including both pre-service and service dimensions; identify the context specific knowledge, skills and strategies rural and regional schools are looking for in graduate teachers; and develop and implement a revised Bachelor of Education program that reflects the needs of rural and regional education.<br /><br />In this paper, we outline how we intend determining the demand for a community-based teacher education program in western Victoria and determining/negotiating community support for such an initiative.<br />

Reviewing the learning organisation model in a child and adolescent mental health service

From 1995 onwards, a child and adolescent mental health service (CAMHS) applied Senge's learning organisation model. This review compared service performance with that of peer services 5 years later and explored whether any differences were associated with the application of this model. The comparison methodology used quantitative analysis of external data from the Department of Human Services, together with qualitative analysis of material including interviews with CAMHS directors and service managers. Results showed high evaluation activity and high quality, efficiency and efficacy of care compared with other services. Several restraints to the optimal application of the model were identified, including inadequate training of new managers, service overload, major external organisational change and limited investment in information systems. Other outcomes are discussed.<br />

Train the trainer model : implications for health professionals and farm family health in Australia

Australia is a large country with 60% of land used for agricultural production. Its interior is sparsely populated, with higher morbidity and mortality recorded in rural areas, particularly farmers, farm families, and agricultural workers. Rural health professionals in addressing health education gaps of farming groups have reported using behavioralist approaches. These approaches in isolation have been criticized as disempowering for participants who are identified as passive learners or 'empty vessels.' A major challenge in rural health practice is to develop more inclusive and innovative models in building improved health outcomes. The Sustainable Farm Families Train the Trainer (SFFTTT) model is a 5-day program developed by Western District Health Service designed to enhance practice among health professionals working with farm families in Australia. This innovative model of addressing farmer health asks health professionals to understand the context of the farm family and encourages them to value the experience and existing knowledge of the farmer, the family and the farm business. The SFFTTT program has engaged with health agencies, community, government, and industry groups across Australia and over 120 rural nurses have been trained since 2005. These trainers have successfully delivered programs to 1000 farm families, with high participant completion, positive evaluation, and improved health indicators. Rural professionals report changes in how they approach health education, clinical practice, and promotion with farm families and agricultural industries. This paper highlights the success of SFFTTT as an effective tool in enhancing primary health practice in rural and remote settings. The program is benefiting not only drought ravaged farmers but assisting rural nurses, health agencies, and health boards to engage with farm families at a level not identified previously. Furthermore, nurses and health professionals are now embracing a more 'farmer-centered model of care.' <br />

Transnational yoga and western identities : culture, health and spirituality

The thesis examines the varied interpretations of Yoga within the context of contemporary Western cultures and lifestyles. Using the work of sociological theorists- namely Bourdieu - and a qualitative research design, the thesis explores modern Yoga practices as they are interpreted by practitioners, teachers and within the fluid nature of social practices.<br />

Service-oriented wireless sensor networks and an energy-aware mesh routing algorithm

Service-oriented wireless sensor networks (WSNs) are being paid more and more attention because service computing can hide complexity of WSNs and enables simple and transparent access to individual sensor nodes. Existing WSNs mainly use IEEE 802.15.4 as their communication specification, however, this protocol suite cannot support IP-based routing and service-oriented access because it only specifies a set of physical- and MAC-layer protocols. For inosculating WSNs with IP networks, IEEE proposed a 6LoWPAN (IPv6 over LoW Power wireless Area Networks) as the adaptation layer between IP and MAC layers. However, it is still a challenging task how to discover and manage sensor resources, guarantee the security of WSNs and route messages over resource-restricted sensor nodes. This paper is set to address such three key issues. Firstly, we propose a service-oriented WSN architectural model based on 6LoWPAN and design a lightweight service middleware SOWAM (service-oriented WSN architecture middleware), where each sensor node provides a collection of services and is managed by our SOWAM. Secondly, we develop a security mechanism for the authentication and secure connection among users and sensor nodes. Finally, we propose an energyaware mesh routing protocol (EAMR) for message transmission in a WSN with multiple mobile sinks, aiming at prolonging the lifetime of WSNs as long as possible. In our EAMR, sensor nodes with the residual energy lower than a threshold do not forward messages for other nodes until the threshold is leveled down. As a result, the energy consumption is evened over sensor nodes significantly. The experimental results demonstrate the feasibility of our service-oriented approach and lightweight middleware SOWAM, as well as the effectiveness of our routing algorithm EAMR.<br />

Renal access coordinators' impact on hemodialysis patient outcomes and associated service delivery: a systematic review

<b>Background</b><br />Renal access coordinators contribute specifically to dialysis access care for people with chronic and end stage renal disease. Since the introduction of renal access coordinators into Australia in the early 2000s, there have been anecdotal examples of associated improvements in patient outcomes and service delivery; however scant published quantitative evidence exists. Thus, the impact of the implementation of renal access coordinators has not undergone a rigorous review to date.<br /><br /><b>Objective</b><br />The objective of this systematic review was to critically appraise and synthesize the best available evidence related to the impact of renal access coordinators on dialysis patient outcomes and associated service delivery.<br /><b><br />INCLUSION CRITERIA<br /><br />Types of participants</b><br />This review considered studies that included renal access coordinators (noting variations of the titles) and adult hemodialysis patients (aged 18 years and over).<br /><br /><b>Types of intervention(s)</b><br />This review considered studies that evaluated the effectiveness of the renal access coordinator. This role typically consists of clinical and administration duties such as providing pre dialysis access coordination, access surveillance patient education and nurse education.<br /><b><br />Types of studies<br /></b>The types of studies considered within this review included experimental and epidemiological study designs. Thus randomized controlled trials (RCT), non-randomized controlled trials, and quasi-experimental, before and after studies, prospective and retrospective cohort studies were considered as were case control studies, analytical cross sectional studies and descriptive cross sectional studies. <br /><b><br />Types of outcomes</b><br />Patient outcomes considered included: days to first vascular access complication (such as stenosis or thrombosis) and/or primary intervention (such as angioplasty or surgical intervention); percentage of central line insertions (negative); rate of arteriovenous fistula (AVF)/arteriovenous graft (AVG)/central venous catheter (CVC) at start of dialysis (incidence); prevalent rate of AVF/AVG/CVC; time to occlusion of AVF and time from referral to surgery. Service outcomes included: knowledge/up skilling of renal nurses; cannulation skills, ultrasound skills, knowledge of anatomy and physiology and other access related knowledge.<br /><br /><b>Search strategy</b><br />The search strategy aimed to locate published and unpublished studies, utilizing a three-step searching approach. Studies published in English from 1990 to October 2013 were considered for inclusion in this review. <br /><br /><b>Methodological quality</b><br />The studies were assessed by two independent reviewers using the appropriate standardized critical appraisal instruments from the Joanna Briggs Institute. <br /><b><br />Data collection</b><br />Data were extracted from papers included in the review using the standardised data extraction tool from the Joanna Briggs Institute, namely JBI Meta-Analysis of Statistics Assessment and Review Instrument (JBI-MAStARI). <br /><br /><b>Data synthesis</b><br />This review aimed to conduct meta-analyses of the findings: however, because of the limitations of the data found, this was not possible and so the findings are presented in a narrative format.<br /><br /><b>Results</b><br />Five studies were identified for inclusion in the review. No RCTs were found, therefore four of the five studies were pre-post intervention cohort studies and one was a prospective quality assurance report. Data were heterogeneous and thus did not allow for meta-analysis. All studies included multidisciplinary teams with variable emphasis on the renal access coordinator role. The pre post intervention cohort studies measured incident and/or prevalent AVF, AVG and CVC rates in the hemodialysis population and the quality assurance report measured the difference in patency rates between AVF and AVG. All discussed the role of central coordination as a contributor to the success of vascular access care. <br /><br /><b>Conclusions<br /></b>This review found insufficient data to make firm conclusions about the impact that renal access coordinators have on patient outcomes. The results of this review suggest an association between renal access coordinators and improved patient outcomes. These improved patient outcomes were apparent in an increase in incident and prevalent AVFs, and a decrease in the incidence and prevalence of CVCs. Both associations are correlated with a reduction in infection rates, length of hospital stay and healthcare costs.<br />

Spatial patterns, landscape genetics and post virus recovery of blacklip abalone, Haliotis rubra (Leach), in the western commercial fishing zone of Victoria

Historically, collecting nearshore habitat information has been problematic. Existing methods, such as aerial and satellite image interpretation are limited due to the attenuation of light in the water column obscuring the seabed structure. The advent of airborne bathymetric LiDAR (Light Detection and Ranging) systems (laser scanning of the seabed) now provides high-resolution seabed &lsquo;images&rsquo; in areas that were previously difficult to survey. LiDAR imagery is available for the entire coastline of Victoria, Australia to depths of around 25 m, after being initially collected for climate change modelling by the Future Coasts Program (http://www.climatechange.vic.gov.au/adapting-to-climate-change/future-coasts). This dataset has provided the opportunity to test its applicability to inform fisheries management. Detailed geophysical information combined with spatially explicit AbTrack GPS located fisheries records and targeted genetic sampling is used in this study to provide a better understanding of the extent of available fishing grounds, direction of fishing effort and stock population structure within the Victorian western zone abalone fishery.<br />The species distribution modelling technique MaxEnt was used to produce a potential habitat suitability map for abalone in an attempt to capture the effective footprint of the&nbsp; fishery. Also, by interrogating the spatially defined effort localities, we demonstrate an approach that may be used to identify areas where fishing effort is concentrated, and how this parameter changes temporally.<br />Despite barriers to adult dispersal (soft sediment barriers between reef patches), the genetic study indicates that larval movement is able to homogenize the gene pool over&nbsp; large geographic distances. The western, central and eastern zone abalone stocks in Victoria were found to be a single large panmictic unit. This indicates high levels of stock connectivity and no obvious impacts of Abalone Viral Ganglioneuritis (AVG) on the genetic health of western zone stocks. We used detailed seafloor structure information interpreted from LiDAR to inform a replicated hierarchical fine scale genetic sampling design. We demonstrated that there may be extensive migration among abalone stocks across the Victorian abalone fishery.<br />This is contrary to previous studies that suggest recruitment is highly localised. In combination, these findings provide a valuable insight into the biology of H. rubra and immediate benefits for fisheries management. We discuss these results in the context of predicting resilience and adaptive potential of H. rubra stocks to environmental pressures and the spread of heritable diseases.<br />Adoption pathways are also provided to benefit future stock augmentation activities to catalyse the recovery of AVG affected reef codes. As larval dispersal is likely to be spatially and temporally variable, some AVG affected stocks are likely to recover through natural recruitment, while others will benefit from augmentation activities to &lsquo;kick-start&rsquo; stock recovery. Evidence of neutral genetic homogeneity across Victorian reef codes suggests that the relocation of animals is unlikely to have significant genetic risks; however the potential for locally adaptive genetic differences may exist, and should be taken into consideration in future stock augmentation planning.<br />When combined, the spatial and genetic analyses provide valuable insights into stock productivity within the western zone fishery. Reefs appear to be expansive and support much available habitat, and the movement of larvae among reef structures is likely to be extensive in this region. Consequently, we propose that colonisation success and productivity is likely to be driven by ecological factors such as resources and/or competition, or physical factors such as wave exposure.<br />

Using patients' experiences of adverse events to improve health service delivery and practice: protocol of a data linkage study of Australian adults age 45 and above

Evidence of patients' experiences is fundamental to creating effective health policy and service responses, yet is missing from our knowledge of adverse events. This protocol describes explorative research redressing this significant deficit; investigating the experiences of a large cohort of recently hospitalised patients aged 45 years and above in hospitals in New South Wales (NSW), Australia.

Learning and concurrent engineering in the development of a high technology product/service system

This paper explores project management techniques that can support the development of novel product-service systems. Some observations from the development of an airborne earth properties measurement system are provided. The intellectual property and the data this system could potentially deliver was more important than the potential commercial value of the product itself. What was sought was a complete business service solution. A concurrent engineering approach was implemented linking both product development and survey data/analysis services. The blend of product and service was integrated using a function modeling technique. It was observed that the implementation of some functions required radical innovation whilst others could be implemented through incremental improvements to current practice. It is suggested in the paper that adapting production learning curve concepts that reflect the relative degrees of uncertainty involved in individual subsystems can enhance project management forecasting practice &copy; 2013 The Authors and IOS Press.

Western Sahara : international law, justice and natural resources

As the Spanish were preparing to leave colonized Western Sahara in 1975, Morocco invaded, sparking a war with the Western Saharan Polisario Front. About 70% of Western Sahara was occupied by Morocco, which stations up to 140,000 soldiers in the territory, primarily along a 1700 kilometre long sand berm that is protected by one of the world&rsquo;s largest fields of landmines. In 1991, Morocco and the Polisario Front agreed to a truce ahead of a referendum on Western Sahara&rsquo;s future. However, Morocco has since refused to allow the referendum to take place, and has begun the extensive exploitation of Western Sahara&rsquo;s non-renewable natural resources. This has both highlighted the plight of the Saharawi people who live in refugee camps in Algeria and in occupied Western Sahara, and pushed the Polisario Front back to a position where it is openly canvassing for a return to war.

Knowledge about folate and the contribution of nutrient supplements to the intake of folic acid and vitamin B12 in Australian adults in 1995 and 1996

The present paper reports knowledge about folate and the contribution of supplements to the intake of folic acid and vitamin B12 in Australian adults during 1995 and 1996. Data were obtained from two population survey monitor surveys conducted in a sample of 5422 adults in 1995-96. The surveys were designed to complement food intake data from the 1995 National Nutrition Survey and to provide an estimate of total folate intake prior to the implementation of voluntary fortification of foods with folic acid. The proportion with knowledge about folate increased with education level and socioeconomic status and was greater in women than men. It was also greater in those who were married, and in those residing in Western Australia and the Australian Capital Territory than in other states and territories. Five per cent of men and 10% of women had taken a supplement containing folio acid on the previous day. The equivalent figures for vitamin B12 were 7.5% for men and 12.5% for women. On average, intake of folic acid from supplements was 11 micro g per day for men and 28 micro g per day for women and intake of vitamin B12 was 2.6 micro g per day for men and 4.5 micro g per day for women. For individuals who consumed a supplement containing folic acid on the day before the survey the median folic acid contribution was 200 micro g. In 1995 and 1996 only one in two adult Australians had heard of folate and only one in ten women of child-bearing age had taken a supplement containing folic acid.<br />

Rural nursing and health care reforms : building a social model

This article explores recent shifts in health-care policy and the implications for rural nursing in Australia. Health-care reforms have resulted in the implementation of a 'market forces' ideology, creating tensions between economic imperatives and the need for equity and greater access in rural service delivery. New models of health-service delivery have been developed that have significant implications for the way rural health care is defined, practised and received. The issues surrounding the context of rural nursing practice and service delivery are discussed.<br />