Asiakassuhdejohtaminen kannattavuusnäkökulmasta

Tutkimuksessa selvitetään miten asiakassuhteita johdetaan asiakaskannattavuuden perusteella erilaisissa yrityksissä. Kirjallisuuskatsauksessa perehdytään laskentatoimen ja markkinoinnin kirjallisuuteen asiakaslaskentatoimen ja asiakassuhdejohtamisen osalta. Asiakaskannattavuusajattelua avataan eri asiakaslaskentatoimen menetelmien avulla. Asiakassuhdejohtamista taas käsitellään suhdemarkkinoinnin ja prosessiajattelun näkökulmasta sekä tarkastellaan kannattaviin ja kannattamattomiin asiakassuhteisiin liittyviä mahdollisuuksia, ongelmia ja menettelytapoja. Teoriaosuuden lopuksi esitetään yhteenveto, kuinka kannattavuusajattelun tulisi näkyä asiakassuhdejohtamisessa. Empiirisessä osiossa tutkitaan neljän eri yrityksen tapaa johtaa asiakassuhteitaan sekä kannattavuusajattelun näkymistä asiakassuhdejohtamisessa. Aineisto kerättiin teemahaastattelujen avulla. Kannattavuusajattelu nousee esille yritysten tavoissa johtaa asiakassuhteitaan. Kuitenkin monenlaiset rajoitukset toimialalla, markkinoilla tai yrityksen resursseissa aiheuttavat sen, ettei kannattavuusperusteinen asiakassuhteiden johtaminen ole yhtä monipuolista ja syvällistä, kuin kirjallisuudessa esitetään.

El espectro alimentario del cernícalo primilla (Falco Naumanni).

Se propone una experiencia de trabajo de ciencias naturales para los alumnos de bachillerato, cuya duración abarcaría los tres cursos de BUP, sobre la alimentación del cernícalo primilla, cuyo objetivo es crear en el alumno unos hábitos y unas disciplinas propias de la metodología científica, a través de una enseñanza basada tanto en el método activo como en las técnicas de grupo.

Production and characterization of Tm3+/Yb3+ codoped waveguides based on PbO-GeO2 thin films

Fabrication and optical characterization of Tm3+/Yb3+ codoped PbO-GeO2 (PGO) pedestal-type waveguides are investigated in this work. It is important to mention that, to the best of authors' knowledge, the use of PGO pedestal-type waveguide has not been studied before. PGO thin films codoped with Tm3+ and Yb3+ were obtained through RF magnetron sputtering technique. The pedestal profile was obtained using conventional optical lithography procedures, followed by plasma etching and sputtering deposition. The profile of Tm3+/Yb3+ codoped PGO waveguides was observed by means of Scanning Electron Microscopy (SEM) measurements. Also the infrared and infrared-to-visible frequency upconversion luminescences of Tm3+ ions were measured exciting the samples with a cw 980 nm diode laser. Propagation losses around 11 dB/cm and 9 dB/cm were obtained at 630 and 1050 nm, respectively, for waveguides in the 20-100 μm width range. Single-mode propagation was observed for waveguides width up to 12 μm and 7 μm, at 1050 nm and 630 nm, respectively; larger waveguides width provided multi-mode propagation. The present results corroborate the possibility of using Tm3+/Yb3+ codoped PGO thin films as active waveguide for photonic applications. © 2013 Elsevier B.V. All rights reserved.

Major Challenges in Clinical Management of TB/HIV Coinfected Patients in Eastern Europe Compared with Western Europe and Latin America.

OBJECTIVES Rates of TB/HIV coinfection and multi-drug resistant (MDR)-TB are increasing in Eastern Europe (EE). We aimed to study clinical characteristics, factors associated with MDR-TB and predicted activity of empiric anti-TB treatment at time of TB diagnosis among TB/HIV coinfected patients in EE, Western Europe (WE) and Latin America (LA). DESIGN AND METHODS Between January 1, 2011, and December 31, 2013, 1413 TB/HIV patients (62 clinics in 19 countries in EE, WE, Southern Europe (SE), and LA) were enrolled. RESULTS Significant differences were observed between EE (N = 844), WE (N = 152), SE (N = 164), and LA (N = 253) in the proportion of patients with a definite TB diagnosis (47%, 71%, 72% and 40%, p<0.0001), MDR-TB (40%, 5%, 3% and 15%, p<0.0001), and use of combination antiretroviral therapy (cART) (17%, 40%, 44% and 35%, p<0.0001). Injecting drug use (adjusted OR (aOR) = 2.03 (95% CI 1.00-4.09), prior anti-TB treatment (3.42 (1.88-6.22)), and living in EE (7.19 (3.28-15.78)) were associated with MDR-TB. Among 585 patients with drug susceptibility test (DST) results, the empiric (i.e. without knowledge of the DST results) anti-TB treatment included ≥3 active drugs in 66% of participants in EE compared with 90-96% in other regions (p<0.0001). CONCLUSIONS In EE, TB/HIV patients were less likely to receive a definite TB diagnosis, more likely to house MDR-TB and commonly received empiric anti-TB treatment with reduced activity. Improved management of TB/HIV patients in EE requires better access to TB diagnostics including DSTs, empiric anti-TB therapy directed at both susceptible and MDR-TB, and more widespread use of cART.