Experimenting with the role of performance of hygiene and motivators on customer satisfaction: studying the temporal effect

Marketers continuously attempt to identify important attributes and innovate in order to understand how attribute performance could lead to customer satisfaction in the short term and in the long term. Understanding the impact of customer satisfaction may offer a competitive edge to companies. Researchers are discussing the importance of performance attributes in leading to satisfaction; however, there is no clear understanding of whether an attribute that leads to satisfaction at one time (e.g., short run) can cause it also in the long run, without excluding the possibility that it could lead to dissatisfaction and no satisfaction. The present research tries to understand anomalies related to asymmetric attribute performance and satisfaction over time with the help of Herzberg's (1967) Two-Factor Theory (TFT) and construal level theory (CLT). More precisely, there are main purposes of this dissertation. First, the present research tries to understand whether positive or negative hygiene attribute performance and motivator attribute factors exert different weights on overall customer satisfaction depending on the time elapsed from the service experience. Second, to test if positive or negative hygiene/motivator attribute performance affect to revisit intention and to word of mouth by considering mediating role of satisfaction. The results reveal that in the near past (NP) experience, the positive performance of hygiene concrete attributes creates a differential effect on overall satisfaction higher than the negative performance of hygiene concrete attributes. Results also confirmed mediating role of satisfaction in the relationship between attribute performance and revisit intention for near past condition but not for distant past. Likewise significant relationship was found for the mediating role of satisfaction in the relationship between attribute performance and word of mouth (WOM) for near past condition but not for distant past.

Movement analysis on the field in young football players: biomechanical patterns of performance and injury prevention

The integration of quantitative data from movement analysis technologies is reshaping the analysis of athletes’ performances and injury mitigation, e.g., anterior cruciate ligament (ACL) rupture. Most of the movement assessments are performed in laboratory environments. Recent progress provides the chance to shift the paradigm to a more ecological approach with sport-specific elements and a closer examination of “real” movement patterns associated with performance and (ACL) injury risk. The present PhD thesis aimed at investigating the on-field motion patterns related to performance and injury prevention in young football players. The objectives of the thesis were: (I) in-lab measures of high-dynamics movements were used to validate wearable inertial sensors technology; (II) in-laboratory and on-field agility movement tasks were compared to inspect the effect of football-specific environment; (III) on-field analysis was conducted to challenge wearable sensors technology in the assessment of dangerous movement patterns towards the ACL rupture; (IV) an overview of technologies that could shape present and future assessment of ACL injury risk in daily practice was presented. The validity of wearables in the assessment of high-dynamics movements was confirmed. Relevant differences emerged between the movements performed in a laboratory setting and on the football pitch, supporting the inclusion of an ecological dynamics approach in preventive protocols. The on-field analysis of football-specific movement tasks demonstrated good reliability of wearable sensors and the presence of residual dangerous patterns in the injured players. A tool to inspect at-risk movement patterns on the field through objective measurements was presented. It discussed how potential alternatives to wearable inertial sensors embrace artificial intelligence and closer collaboration between clinical and technical expertise. The present thesis was meant to contribute to setting the basis for data-driven prevention protocols. A deeper comprehension of injury-related principles and counteractions will contribute to preserving athletes’ careers and health over time.

Analyzing the dependence structure of microarray data: a copula–based approach

The main aim of this Ph.D. dissertation is the study of clustering dependent data by means of copula functions with particular emphasis on microarray data. Copula functions are a popular multivariate modeling tool in each field where the multivariate dependence is of great interest and their use in clustering has not been still investigated. The first part of this work contains the review of the literature of clustering methods, copula functions and microarray experiments. The attention focuses on the K–means (Hartigan, 1975; Hartigan and Wong, 1979), the hierarchical (Everitt, 1974) and the model–based (Fraley and Raftery, 1998, 1999, 2000, 2007) clustering techniques because their performance is compared. Then, the probabilistic interpretation of the Sklar’s theorem (Sklar’s, 1959), the estimation methods for copulas like the Inference for Margins (Joe and Xu, 1996) and the Archimedean and Elliptical copula families are presented. In the end, applications of clustering methods and copulas to the genetic and microarray experiments are highlighted. The second part contains the original contribution proposed. A simulation study is performed in order to evaluate the performance of the K–means and the hierarchical bottom–up clustering methods in identifying clusters according to the dependence structure of the data generating process. Different simulations are performed by varying different conditions (e.g., the kind of margins (distinct, overlapping and nested) and the value of the dependence parameter ) and the results are evaluated by means of different measures of performance. In light of the simulation results and of the limits of the two investigated clustering methods, a new clustering algorithm based on copula functions (‘CoClust’ in brief) is proposed. The basic idea, the iterative procedure of the CoClust and the description of the written R functions with their output are given. The CoClust algorithm is tested on simulated data (by varying the number of clusters, the copula models, the dependence parameter value and the degree of overlap of margins) and is compared with the performance of model–based clustering by using different measures of performance, like the percentage of well–identified number of clusters and the not rejection percentage of H0 on . It is shown that the CoClust algorithm allows to overcome all observed limits of the other investigated clustering techniques and is able to identify clusters according to the dependence structure of the data independently of the degree of overlap of margins and the strength of the dependence. The CoClust uses a criterion based on the maximized log–likelihood function of the copula and can virtually account for any possible dependence relationship between observations. Many peculiar characteristics are shown for the CoClust, e.g. its capability of identifying the true number of clusters and the fact that it does not require a starting classification. Finally, the CoClust algorithm is applied to the real microarray data of Hedenfalk et al. (2001) both to the gene expressions observed in three different cancer samples and to the columns (tumor samples) of the whole data matrix.

Asset management of wastewater networks

Asset Management (AM) is a set of procedures operable at the strategic-tacticaloperational level, for the management of the physical asset’s performance, associated risks and costs within its whole life-cycle. AM combines the engineering, managerial and informatics points of view. In addition to internal drivers, AM is driven by the demands of customers (social pull) and regulators (environmental mandates and economic considerations). AM can follow either a top-down or a bottom-up approach. Considering rehabilitation planning at the bottom-up level, the main issue would be to rehabilitate the right pipe at the right time with the right technique. Finding the right pipe may be possible and practicable, but determining the timeliness of the rehabilitation and the choice of the techniques adopted to rehabilitate is a bit abstruse. It is a truism that rehabilitating an asset too early is unwise, just as doing it late may have entailed extra expenses en route, in addition to the cost of the exercise of rehabilitation per se. One is confronted with a typical ‘Hamlet-isque dilemma’ – ‘to repair or not to repair’; or put in another way, ‘to replace or not to replace’. The decision in this case is governed by three factors, not necessarily interrelated – quality of customer service, costs and budget in the life cycle of the asset in question. The goal of replacement planning is to find the juncture in the asset’s life cycle where the cost of replacement is balanced by the rising maintenance costs and the declining level of service. System maintenance aims at improving performance and maintaining the asset in good working condition for as long as possible. Effective planning is used to target maintenance activities to meet these goals and minimize costly exigencies. The main objective of this dissertation is to develop a process-model for asset replacement planning. The aim of the model is to determine the optimal pipe replacement year by comparing, temporally, the annual operating and maintenance costs of the existing asset and the annuity of the investment in a new equivalent pipe, at the best market price. It is proposed that risk cost provide an appropriate framework to decide the balance between investment for replacing or operational expenditures for maintaining an asset. The model describes a practical approach to estimate when an asset should be replaced. A comprehensive list of criteria to be considered is outlined, the main criteria being a visà- vis between maintenance and replacement expenditures. The costs to maintain the assets should be described by a cost function related to the asset type, the risks to the safety of people and property owing to declining condition of asset, and the predicted frequency of failures. The cost functions reflect the condition of the existing asset at the time the decision to maintain or replace is taken: age, level of deterioration, risk of failure. The process model is applied in the wastewater network of Oslo, the capital city of Norway, and uses available real-world information to forecast life-cycle costs of maintenance and rehabilitation strategies and support infrastructure management decisions. The case study provides an insight into the various definitions of ‘asset lifetime’ – service life, economic life and physical life. The results recommend that one common value for lifetime should not be applied to the all the pipelines in the stock for investment planning in the long-term period; rather it would be wiser to define different values for different cohorts of pipelines to reduce the uncertainties associated with generalisations for simplification. It is envisaged that more criteria the municipality is able to include, to estimate maintenance costs for the existing assets, the more precise will the estimation of the expected service life be. The ability to include social costs enables to compute the asset life, not only based on its physical characterisation, but also on the sensitivity of network areas to social impact of failures. The type of economic analysis is very sensitive to model parameters that are difficult to determine accurately. The main value of this approach is the effort to demonstrate that it is possible to include, in decision-making, factors as the cost of the risk associated with a decline in level of performance, the level of this deterioration and the asset’s depreciation rate, without looking at age as the sole criterion for making decisions regarding replacements.

Dal teatro alla performance e ritorno. La svolta performativa nel teatro contemporaneo e la svolta teatrale nella performance art

Il fulcro tematico e concettuale della tesi consiste nel rapporto complesso, paradossale e spesso anche controverso esistente fra il teatro e la performance (art) – e cioè il rapporto fra i concetti di “teatralità” e di “performatività”. L’attenzione è posta su quelle correnti nelle arti performative contemporanee che tendono allo scioglimento delle nozioni di genere, disciplina, tecnica e autorialità e che mettono in questione lo status stesso dell’opera performativa (lo spettacolo) in quanto prodotto esclusivamente estetico, cioè spettacolare. Vengono esaminate – prelevando rispettivamente dal campo del teatro, della danza e della performance art – le pratiche di Jerzy Grotowski e Thomas Richards, Jérôme Bel e Marina Abramović. Quello che accomuna queste pratiche ben diverse tra loro non è soltanto la problematica del rapporto fra teatralità e performatività ma soprattutto l’aspetto particolarmente radicale e assiduo (e anche paradossale) del loro doppio sforzo, che consiste nello spingere la propria disciplina oltre ogni confine prestabilito e nello stesso tempo nel cercare di ri-definire i suoi codici fondanti e lo statuto ontologico che la distinguerebbero dalle altre discipline performative. Sono esaminate anche diverse teorizzazioni della performance con particolare attenzione a quei contributi che mettono in luce (e in questione) il delicato rapporto fra il teatro e la performance (art) attraverso una (ri)concettualizzazione e comparazione dei termini di teatralità e di performatività. La tesi esamina l’evoluzione della comprensione di quel rapporto all’interno del campo teorico-storico e artistico che inizialmente riflette la tendenza a percepire il rapporto in termini di opposizione e addirittura esclusione per approdare col tempo a una visione più riconciliante e complementare. Le radicali pratiche contemporanee fra il teatro e la performance rappresentano forse una nuova forma-processo performativa specifica e autonoma – che potrebbe essere definita tout court “performance” – e con cui viene definitivamente superato il progetto teatrale modernista?

Applicability of Process Mining Techniques in Business Environments

This thesis analyses problems related to the applicability, in business environments, of Process Mining tools and techniques. The first contribution is a presentation of the state of the art of Process Mining and a characterization of companies, in terms of their "process awareness". The work continues identifying circumstance where problems can emerge: data preparation; actual mining; and results interpretation. Other problems are the configuration of parameters by not-expert users and computational complexity. We concentrate on two possible scenarios: "batch" and "on-line" Process Mining. Concerning the batch Process Mining, we first investigated the data preparation problem and we proposed a solution for the identification of the "case-ids" whenever this field is not explicitly indicated. After that, we concentrated on problems at mining time and we propose the generalization of a well-known control-flow discovery algorithm in order to exploit non instantaneous events. The usage of interval-based recording leads to an important improvement of performance. Later on, we report our work on the parameters configuration for not-expert users. We present two approaches to select the "best" parameters configuration: one is completely autonomous; the other requires human interaction to navigate a hierarchy of candidate models. Concerning the data interpretation and results evaluation, we propose two metrics: a model-to-model and a model-to-log. Finally, we present an automatic approach for the extension of a control-flow model with social information, in order to simplify the analysis of these perspectives. The second part of this thesis deals with control-flow discovery algorithms in on-line settings. We propose a formal definition of the problem, and two baseline approaches. The actual mining algorithms proposed are two: the first is the adaptation, to the control-flow discovery problem, of a frequency counting algorithm; the second constitutes a framework of models which can be used for different kinds of streams (stationary versus evolving).

Ricerca di Escherichia coli produttori di verocitotossine e definizione di obiettivi di performance nella produzione primaria di alimenti di origine animale

La presenza di Escherichia coli produttori di verocitotossine (VTEC o STEC) rappresenta una tra le più importanti cause di malattia alimentare attualmente presenti in Europa. La sua presenza negli allevamenti di animali destinati alla produzione di alimenti rappresenta un importante rischio per la salute del consumatore. In conseguenza di comuni contaminazioni che si realizzano nel corso della macellazione, della mungitura i VTEC possono essere presenti nelle carni e nel latte e rappresentano un grave rischio se la preparazione per il consumo o i processi di lavorazione non comportano trattamenti in grado d’inattivarli (es. carni crude o poco cotte, latte non pastorizzato, formaggi freschi a latte crudo). La contaminazione dei campi coltivati conseguente alla dispersione di letame o attraverso acque contaminate può veicolare questi stipiti che sono normalmente albergati nell’intestino di ruminanti (domestici e selvatici) e anche prodotti vegetali consumati crudi, succhi e perfino sementi sono stati implicati in gravi episodi di malattia con gravi manifestazioni enteriche e complicazioni in grado di causare quadri patologici gravi e anche la morte. Stipiti di VTEC patogeni ingeriti con gli alimenti possono causare sintomi gastroenterici, con diarrea acquosa o emorragica (nel 50% dei casi), crampi addominali, febbre lieve e in una percentuale più bassa nausea e vomito. In alcuni casi (circa 5-10%) l’infezione gastroenterica si complica con manifestazioni tossiemiche caratterizzate da Sindrome Emolitico Uremica (SEU o HUS) con anemia emolitica, insufficienza renale grave e coinvolgimento neurologico o con una porpora trombotica trombocitopenica. Il tasso di mortalità dei pazienti che presentano l’infezione da E. coli è inferiore all’1%. I dati forniti dall’ECDC sulle infezioni alimentari nel periodo 2006-2010 hanno evidenziato un trend in leggero aumento del numero di infezioni a partire dal 2007. L’obiettivo degli studi condotti è quello di valutare la prevalenza ed il comportamento dei VTEC per una analisi del rischio più approfondita.

From inverted pendulum to N-link chain: inertial sensors-based assessment of movement kinematics and dynamics for functional evaluation and rehabilitation

Despite several clinical tests that have been developed to qualitatively describe complex motor tasks by functional testing, these methods often depend on clinicians' interpretation, experience and training, which make the assessment results inconsistent, without the precision required to objectively assess the effect of the rehabilitative intervention. A more detailed characterization is required to fully capture the various aspects of motor control and performance during complex movements of lower and upper limbs. The need for cost-effective and clinically applicable instrumented tests would enable quantitative assessment of performance on a subject-specific basis, overcoming the limitations due to the lack of objectiveness related to individual judgment, and possibly disclosing subtle alterations that are not clearly visible to the observer. Postural motion measurements at additional locations, such as lower and upper limbs and trunk, may be necessary in order to obtain information about the inter-segmental coordination during different functional tests involved in clinical practice. With these considerations in mind, this Thesis aims: i) to suggest a novel quantitative assessment tool for the kinematics and dynamics evaluation of a multi-link kinematic chain during several functional motor tasks (i.e. squat, sit-to-stand, postural sway), using one single-axis accelerometer per segment, ii) to present a novel quantitative technique for the upper limb joint kinematics estimation, considering a 3-link kinematic chain during the Fugl-Meyer Motor Assessment and using one inertial measurement unit per segment. The suggested methods could have several positive feedbacks from clinical practice. The use of objective biomechanical measurements, provided by inertial sensor-based technique, may help clinicians to: i) objectively track changes in motor ability, ii) provide timely feedback about the effectiveness of administered rehabilitation interventions, iii) enable intervention strategies to be modified or changed if found to be ineffective, and iv) speed up the experimental sessions when several subjects are asked to perform different functional tests.

Intercultural Performance and Dialogue. From Richard Schechner Performance Studies Onwards

Attraverso un excursus storico, teorico e metodologico, questa tesi di dottorato analizza la nascita, gli sviluppi e l’attuale dimensione costitutivo-identitaria dei Performance Studies, un ambito di ricerca accademica che, nato negli Stati Uniti alla fine degli anni Settanta, ha sempre palesato una natura restia nei confronti di qualunque tentativo definitorio. Se i Performance Studies concepiscono la performance sia come oggetto d’analisi sia come lente metodologica, e se, come evidenziato da Richard Schechner, praticamente tutto può essere “elevato a performance” e quindi indagato secondo le categorie analitiche di questa disciplina, ecco allora che, con uno slittamento transitivo e “meta-metodologico”, questa ricerca dottorale ha scelto come proprio oggetto di studio i Performance Studies stessi, osservandoli “as performance” e avvalendosi degli strumenti metodologici suggeriti dal suo stesso oggetto d’analisi. Questo lavoro indaga come l’oggetto di studio dei Performance Studies sia, seguendo la teoria schechneriana, il “behaved behavior”, e dunque come di conseguenza, il repertorio, prima ancora che l’archivio, possa essere considerato il fedele custode delle “pratiche incorporate”. Soffermandosi su esempi di “reenactment” performativo come quelli messi in atto da Marina Abramović e Clifford Owens, così come sui tentativi condotti dalla sezione dell’Intangible Cultural Heritage dell’UNESCO, suggerisce validi esempi di “archiviazione” della performance. L’elaborato prende poi in esame casi che esemplificano la proficua identificazione tra “studiare performance” e “fare performance”, sottolinea il ruolo cruciale e imprenscindibile determinato dal lavoro di ricerca sul campo inteso come “osservazione partecipante”, ed evidenzia il costante coinvolgimento sociale e politico assunto dai Performance Studies. Questa dissertazione affronta e supporta l’efficacia dei Performance Studies nel proporsi come uno strumento innovativo in grado di analizzare un mondo sempre più performativo nelle sue dinamiche. La loro natura tanto interdisciplinare quanto interculturale sembra farne una lente adeguata attraverso cui promuovere livelli diversi di performance dialogica tra culture localmente distinte ma globalmente assimilabili.

Dal Bes ad Urbes: I piani di performance e di trasparenza nelle citta'

Obiettivo del lavoro è quello di legare tra di loro due aspetti che storicamente sono sempre stati scollegati. Il primo è il lungo dibattito sul tema “oltre il PIL”, che prosegue ininterrottamente da circa mezzo secolo. Il secondo riguarda l’utilizzo dei sistemi di misurazione e valutazione della performance nel settore pubblico italiano. Si illustra l’evoluzione del dibattito sul PIL facendo un excursus storico del pensiero critico che si è sviluppato nel corso di circa cinquanta anni analizzando le ragioni assunte dagli studiosi per confutare l’utilizzo del PIL quale misura universale del benessere. Cogliendo questa suggestione l’Istat, in collaborazione con il CNEL, ha avviato un progetto per individuare nuovi indicatori da affiancare al PIL, in grado di misurare il livello non solo della crescita economica, ma anche del benessere sociale e sostenibile, con l’analisi degli indicatori riferiti a 12 domini di benessere individuati. Al progetto Istat-CNEL si è affiancato il progetto UrBES, promosso dall’Istat e dal Coordinamento dei sindaci metropolitani dell’ANCI, che hanno costituito una rete di città metropolitane per sperimentare la misurazione e il confronto sulla base di indicatori di benessere urbano equo e sostenibile, facendo proprio un progetto del Comune di Bologna e di Laboratorio Urbano (Centro di documentazione, ricerca e proposta sulle città), che ha sottoposto a differenti target un questionario on line, i cui risultati, con riferimento alle risposte fornite alle domande aperte, sono stati elaborati attraverso l’utilizzo di Taltac, un software per l’analisi dei testi, al fine di individuare i “profili” dei rispondenti, associando i risultati dell’elaborazione alle variabili strutturali del questionario. Nell’ultima parte i servizi e progetti erogati dal comune di Bologna sono stati associati alle dimensioni UrBES, per valutare l’impatto delle politiche pubbliche sulla qualità della vita e sul benessere dei cittadini, indicando le criticità legate alla mancanza di dati adeguati.

Applicazioni tecnologiche e nuovi metodi di valutazione della performance negli sport acquatici

Nello sport di alto livello l’uso della tecnologia ha raggiunto un ruolo di notevole importanza per l’analisi e la valutazione della prestazione. Negli ultimi anni sono emerse nuove tecnologie e sono migliorate quelle pre-esistenti (i.e. accelerometri, giroscopi e software per l’analisi video) in termini di campionamento, acquisizione dati, dimensione dei sensori che ha permesso la loro “indossabilità” e l’inserimento degli stessi all’interno degli attrezzi sportivi. La tecnologia è sempre stata al servizio degli atleti come strumento di supporto per raggiungere l’apice dei risultati sportivi. Per questo motivo la valutazione funzionale dell’atleta associata all’uso di tecnologie si pone lo scopo di valutare i miglioramenti degli atleti misurando la condizione fisica e/o la competenza tecnica di una determinata disciplina sportiva. L’obiettivo di questa tesi è studiare l’utilizzo delle applicazioni tecnologiche e individuare nuovi metodi di valutazione della performance in alcuni sport acquatici. La prima parte (capitoli 1-5), si concentra sulla tecnologia prototipale chiamata E-kayak e le varie applicazioni nel kayak di velocità. In questi lavori è stata verificata l’attendibilità dei dati forniti dal sistema E-kayak con i sistemi presenti in letteratura. Inoltre, sono stati indagati nuovi parametri utili a comprendere il modello di prestazione del paddler. La seconda parte (capitolo 6), si riferisce all’analisi cinematica della spinta verticale del pallanuotista, attraverso l’utilizzo della video analisi 2D, per l’individuazione delle relazioni Forza-velocità e Potenza-velocità direttamente in acqua. Questo studio pilota, potrà fornire indicazioni utili al monitoraggio e condizionamento di forza e potenza da svolgere direttamente in acqua. Infine la terza parte (capitoli 7-8), si focalizza sull’individuazione della sequenza di Fibonacci (sequenza divina) nel nuoto a stile libero e a farfalla. I risultati di questi studi suggeriscono che il ritmo di nuotata tenuto durante le medie/lunghe distanze gioca un ruolo chiave. Inoltre, il livello di autosomiglianza (self-similarity) aumenta con la tecnica del nuoto.

Sustainability and environmental impact of the Italian ceramic tile industry

The increasing consumption rates among citizens and the uncontrolled exploitation of natural resources have made environmental pollution and management of waste the main problems facing humanity in its upcoming future. Together with generation of energy and transport, industrial production certainly plays a key role in the genesis of these problems. It is for this reason that the concepts of environmental, social and economic sustainability have emerged over the years as the cornerstones for future development. In light of this, the most forward-looking industries have begun to study their impact on environment and society in order to improve their performances and, at the same time, to anticipate the increasingly rigorous environmental regulations. In this work, various performance indicators related to the Italian ceramic tile sector will be presented and discussed. In particular, the emission factor of characteristic pollutants will be reported on a period of up to fifteen years while data regarding waste management, concentration of pollutants and emission legal limits for the last decade will be here disclosed as a result of a vast analysis on recorded data. The collected information describes the present level of performance of the ceramic tile manufacturing industries in Italy and shows how recycling is now a consolidated reality and how some pollutants, such as particulate matter, fluorine and lead are actually disappearing from production processes and how others, such as volatile organic compounds, are increasing instead. Moreover, the adoption of alternative raw materials for the production of ceramic tiles is discussed and the implementation of the recycling of various waste is addressed at experimental or industrial scale. Finally, the development of a new ceramic engobe with high content of waste glass (20%) is presented as an experimental example of reutilization of resources in the ceramic tile industry.