Revisiting the conceptualization and measurement of service quality

Since the 1980s, industries and researchers have sought to better understand the quality of services due to the rise in their importance (Brogowicz, Delene and Lyth 1990). More recent developments with online services, coupled with growing recognition of service quality (SQ) as a key contributor to national economies and as an increasingly important competitive differentiator, amplify the need to revisit our understanding of SQ and its measurement. Although ‘SQ’ can be broadly defined as “a global overarching judgment or attitude relating to the overall excellence or superiority of a service” (Parasuraman, Berry and Zeithaml 1988), the term has many interpretations. There has been considerable progress on how to measure SQ perceptions, but little consensus has been achieved on what should be measured. There is agreement that SQ is multi-dimensional, but little agreement as to the nature or content of these dimensions (Brady and Cronin 2001). For example, within the banking sector, there exist multiple SQ models, each consisting of varying dimensions. The existence of multiple conceptions and the lack of a unifying theory bring the credibility of existing conceptions into question, and beg the question of whether it is possible at some higher level to define SQ broadly such that it spans all service types and industries. This research aims to explore the viability of a universal conception of SQ, primarily through a careful re-visitation of the services and SQ literature. The study analyses the strengths and weaknesses of the highly regarded and widely used global SQ model (SERVQUAL) which reflects a single-level approach to SQ measurement. The SERVQUAL model states that customers evaluate SQ (of each service encounter) based on five dimensions namely reliability, assurance, tangibles, empathy and responsibility. SERVQUAL, however, failed to address what needs to be reliable, assured, tangible, empathetic and responsible. This research also addresses a more recent global SQ model from Brady and Cronin (2001); the B&C (2001) model, that has potential to be the successor of SERVQUAL in that it encompasses other global SQ models and addresses the ‘what’ questions that SERVQUAL didn’t. The B&C (2001) model conceives SQ as being multidimensional and multi-level; this hierarchical approach to SQ measurement better reflecting human perceptions. In-line with the initial intention of SERVQUAL, which was developed to be generalizable across industries and service types, this research aims to develop a conceptual understanding of SQ, via literature and reflection, that encompasses the content/nature of factors related to SQ; and addresses the benefits and weaknesses of various SQ measurement approaches (i.e. disconfirmation versus perceptions-only). Such understanding of SQ seeks to transcend industries and service types with the intention of extending our knowledge of SQ and assisting practitioners in understanding and evaluating SQ. The candidate’s research has been conducted within, and seeks to contribute to, the ‘IS-Impact’ research track of the IT Professional Services (ITPS) Research Program at QUT. The vision of the track is “to develop the most widely employed model for benchmarking Information Systems in organizations for the joint benefit of research and practice.” The ‘IS-Impact’ research track has developed an Information Systems (IS) success measurement model, the IS-Impact Model (Gable, Sedera and Chan 2008), which seeks to fulfill the track’s vision. Results of this study will help future researchers in the ‘IS-Impact’ research track address questions such as: • Is SQ an antecedent or consequence of the IS-Impact model or both? • Has SQ already been addressed by existing measures of the IS-Impact model? • Is SQ a separate, new dimension of the IS-Impact model? • Is SQ an alternative conception of the IS? Results from the candidate’s research suggest that SQ dimensions can be classified at a higher level which is encompassed by the B&C (2001) model’s 3 primary dimensions (interaction, physical environment and outcome). The candidate also notes that it might be viable to re-word the ‘physical environment quality’ primary dimension to ‘environment quality’ so as to better encompass both physical and virtual scenarios (E.g: web sites). The candidate does not rule out the global feasibility of the B&C (2001) model’s nine sub-dimensions, however, acknowledges that more work has to be done to better define the sub-dimensions. The candidate observes that the ‘expertise’, ‘design’ and ‘valence’ sub-dimensions are supportive representations of the ‘interaction’, physical environment’ and ‘outcome’ primary dimensions respectively. The latter statement suggests that customers evaluate each primary dimension (or each higher level of SQ classification) namely ‘interaction’, physical environment’ and ‘outcome’ based on the ‘expertise’, ‘design’ and ‘valence’ sub-dimensions respectively. The ability to classify SQ dimensions at a higher level coupled with support for the measures that make up this higher level, leads the candidate to propose the B&C (2001) model as a unifying theory that acts as a starting point to measuring SQ and the SQ of IS. The candidate also notes, in parallel with the continuing validation and generalization of the IS-Impact model, that there is value in alternatively conceptualizing the IS as a ‘service’ and ultimately triangulating measures of IS SQ with the IS-Impact model. These further efforts are beyond the scope of the candidate’s study. Results from the candidate’s research also suggest that both the disconfirmation and perceptions-only approaches have their merits and the choice of approach would depend on the objective(s) of the study. Should the objective(s) be an overall evaluation of SQ, the perceptions-only approached is more appropriate as this approach is more straightforward and reduces administrative overheads in the process. However, should the objective(s) be to identify SQ gaps (shortfalls), the (measured) disconfirmation approach is more appropriate as this approach has the ability to identify areas that need improvement.

Impróprio para menores? Adolescentes e diversidade sexual e de gênero nas políticas públicas brasileiras contemporâneas

Esse trabalho se desenvolve a partir da identificação de uma trama de atores, discursos e jogos de poder no cenário brasileiro contemporâneo, na constituição de uma nova categoria social para as politicas públicas brasileiras, os adolescentes LGBT. O processo de construção desse adolescente LGBT está articulado a um processo mais amplo de constituição dessa nova população denominada LGBT, como sujeitos de direitos especiais para o conjunto de atores que configuram o Estado brasileiro na sua multiplicidade e contradições. A construção dessa nova categoria social se dá a partir do entrecruzamento de vários atores e múltiplas concepções e moralidades em relação à sexualidade e ao gênero, articuladas a questões ligadas à forma como os jovens são vistos e tratados pelo mundo adulto. O trabalho discute como diferentes atores ligados à formulação e implementação de políticas públicas lidam com esse jovem e que discursos são acionados. A primeira parte do trabalho apresenta um panorama de como a articulação entre diversidade sexual e de gênero e adolescência se apresenta (ou não) em documentos relacionados ao campo dos direitos humanos e políticas sociais, a partir das seguintes áreas programáticas e políticas setoriais: (i) Direitos da Criança e do Adolescente; (ii) Direitos da Juventude; (iii) Direitos da População LGBT; (iv) Direitos Humanos; (v) Saúde; (vi) Assistência Social; (vii) Educação. A segunda parte do trabalho se propõe a acompanhar os embates em relação à articulação entre diversidade sexual e de gênero e adolescência a partir de duas experiências: (i) apresento e discuto a trajetória do Projeto Escola sem Homofobia, ligado ao Ministério da Educação, e a polêmica produzida por sua elaboração, remontando ao conjunto de atores, arenas e disputas que ele envolveu; (ii) a partir da experiência dos Centros de Cidadania LGBT do Estado do Rio de Janeiro, serviços governamentais previstos no Programa Rio sem Homofobia, apresento e discuto o conjunto de discursos e atores institucionais que interpelam e são acionados pelos Centros, a partir das demandas trazidas e/ou relacionadas aos adolescentes.

Esferas de influência na avaliação de professores : das políticas avaliativas às conceções e práticas de avaliação numa escola básica e secundária

Tese de doutoramento, Educação (Supervisão e Orientação da Prática Profissional), Universidade de Lisboa, Instituto de Educação, 2014

Du changement conceptuel à la complexification conceptuelle dans l'apprentissage des sciences

Thèse numérisée par la Division de la gestion de documents et des archives de l'Université de Montréal

A dialética do conhecimento científico, a prática e a experimentação: uma análise do ideário de licenciandos e sua relação com a epistemologia da ciência moderna

Pós-graduação em Educação para a Ciência - FC

Concepções de surdez de adultos surdos que utilizam língua de sinais

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Modelo de integración del conocimiento-acción a través del Proyecto de Comunicación para el Desarrollo: 25 años de experiencia en comunidades indígenas andinas en Ecuador

El desarrollo como política de las naciones marca el período de la postguerra, que en América Latina se concreta en múltiples programas de Desarrollo Rural. El modelo inicial de crecimiento económico se va enriqueciendo con visiones centradas en el ser humano y sus múltiples concepciones de desarrollo. En este entender el desarrollo desde la diversidad cultural y antropológica de los pueblos de América Latina, surge la comunicación radiofónica como camino común para la persuasión, socialización y apropiación colectiva de conocimientos y ámbito participativo para consensuar objetivos y acordar actividades. El activismo de los años setenta y ochenta produjo un número considerable de experiencias. La mayoría de ellas han llegado hasta nuestros días, pero el giro tomado por las sociedades digitalizadas y las prioridades medioambientales han dado un nuevo rostro a aquellas primeras experiencias centradas en el desarrollo rural endógeno. Este estudio investiga el complejo práctico-teórico que integra comunicación y desarrollo en contextos territoriales interculturales con población marginal y aplicación de políticas de desarrollo rural. En el capítulo I se recogen las modalidades de cómo se ha aplicado la comunicación en programas de desarrollo, para profundizar en el concepto de comunicación para el desarrollo, conocer sus actores y resultados, y concluir que el desarrollo “con rostro humano” se hace con personas no con políticas oficiales. El capítulo II presenta a los Pueblos Indígenas de la Sierra Ecuatoriana como actores de su proceso de desarrollo hacia el Sumak Kawsay. Los temas tratados en este capítulo muestran los valores y capacidades de las comunidades indígenas de la Sierra Ecuatoriana para la autogestión de su desarrollo, y deja constancia y denuncia de la lectura negativa que se ha venido haciendo de su cosmovisión. Se encuentra respuesta conceptual y metodológica en el Workng With People para optimizar aportes culturales de los Pueblos Indígenas al proceso comunicacional y participativo para mejorar las condiciones de vida y lograr mayores espacios de autonomía y libertad El conocimiento que explica la realidad sin cambiarla no tiene sentido para los pobres. La realidad requiere ser comprendida para construir el conocimiento que la explique y la cambie: ese es el aporte del modelo conocimiento/acción que se presenta en el capítulo III. En este capítulo se exponen metodologías abiertas a la creatividad y flexibles que responden a los principios del modelo conocimiento/acción. La comunicación para el desarrollo se abre a todas ellas como ágora pluricultural que requiere un lenguaje común que se construye desde el aprendizaje social. Los conceptos expuestos en el capítulo III se vinculan en una propuesta metodológica que integra el conocimiento y la acción con los principios del Working With People, propuesta que se expone en el capítulo IV. El modelo del Proyecto de Comunicación para el Desarrollo junta en un modelo de comunicación popular y prácticas liberadoras con métodos cognitivos de la realidad para planificar el cambio desde la población y con la población. Finalmente, el capítulo V recoge la experiencia de la Casa Campesina Cayambe ejecutora del Proyecto de Comunicación para el Desarrollo en la adaptación ejecutada con Radio Mensaje. La riqueza de la experiencia tiende a escaparse de los límites conceptuales y los esquemas dejan espacios de vida ignotos; pero los conceptos y esquemas constituyen el camino para que la experiencia pase a ser objeto conocido y conocimiento socializado. El Proyecto de Comunicación para el Desarrollo es resultado de un proceso de desarrollo construido desde la acción de la Casa Campesina Cayambe durante 25 años en Cayambe. En el capítulo V se describe el contexto del territorio de Cayambe, la identidad de la Casa Campesina Cayambe y de Radio Mensaje, y termina describiendo los logros de 25 años trabajando con la gente. El estudio concluye que la comunicación participativa, como ámbito de aprendizaje social aplicado en procesos de desarrollo rural, integra el conocimiento/acción e incorpora nuevos conocimientos en la población con los que se desarrollan competencias locales para planificar el desarrollo endógeno con flexibilidad y de abajo-arriba. La Figura 0-1 grafica los elementos bases sobre los que se construye el proceso de desarrollo. ABSTRACT Development as a policy of nations marks the postwar period which created several Rural Development Programs in Latin America. The initial model of economic growth was enriched with approaches focused on human beings and their multiple conceptions of development. In this regard, the development from cultural and anthropological diversity in Latin America, radio communication emerges as a common means for persuasion, socialization and collective appropriation of knowledge and scope for participation in order to agree on objectives and activities. Activism of the seventies and eighties generated a considerable number of experiences, most of which are present today. However, a turn taken by digitalized societies and environmental priorities has given those first experiences which focused on endogenous rural development a new face. This study researches the theoretical-practical status that integrates communication and development in intercultural contexts with marginal population and the use of rural development policies. Chapter one shows the modalities of how communication in development programs have been applied to deepen the concept of communication for development, to know those who are involved and its findings, and conclude that development “with a human face” is done with people not with official policies. Chapter two presents Indigenous communities in the Ecuadorian highlands, as people involved in their development process towards Sumak Kawsay. The topics in this chapter show the values and capacities indigenous communities in the Ecuadorian highlands have to self-manage their development, and proves, as well as denounces, that their cosmovision has been negatively perceived. A conceptual and methodological response is found in Working With People in order to optimize cultural contributions of Indigenous People to the communicational and participative process to improve life conditions and have greater spaces of autonomy and freedom. Knowledge which explains reality without changing it does not make any sense for the poor. Reality need to be understood in order to build the knowledge that will explain it and change it: that is the contribution of the knowledge/action model presented in chapter three. This chapter presents open methodologies to creativity which are flexible to respond to the principles of the knowledge/action model. Communication for development is open to all of them as pluricultural agora which requires a common language that is built from social learning. The concepts presented in chapter three are linked in a methodological proposal which integrates knowledge and action with principles of Working With People, proposal which is presented chapter four. The model of the Communication for Development Project includes popular communication elements and liberating practices with cognitive methods of reality to plan change from the population and with the population. Finally, chapter five presents the experiences from the Cayambe Country House, which conducted the Communication for Development Project in the adaptation implemented with Radio Mensaje. The wealth of experience tends to scape from the conceptual limits and the schemes leave gaps of unexplored life; but the concepts and schemes constitute the way so that experience becomes a known object and socialized knowledge. The Communication for Development Project is the result of a development process built from the actions of the Cayambe Country House during 25 years in Cayambe. Chapter five describes the context of Cayambe, the identity of the Cayambe Country House and Radio Mensaje, and the achievements after 25 years of working with its people. The study concludes that participatory communication, as an area of social learning applied to rural development processes, integrates knowledge/action and incorporates new knowledge in communities to develop local competencies to plan endogenous development with flexibility and from the bottom – up.

What is a gene today?

Historians of genetics agree that multiple conceptions of the gene have coexisted at each stages in the history of genetics and that the resulting partial ambiguity has often contributed to the success of genetics, both because workers in different areas have needed to communicate and to draw on one another’s results despite wrestled with very different scientific challenges, and because empirical findings have often challenged the presuppositions of existing conceptions of the gene. Today, a number of different conceptions of the gene coexist in the biosciences. An ‘instrumental’ gene similar to that of classical genetics retains a critical role in the construction and interpretation of experiments in which the relationship between genotype and phenotype is explored via hybridization between organisms or directly between nucleic acid molecules. It also plays an important theoretical role in the foundations of disciplines such as quantitative genetics and population genetics. A ‘nominal’ gene, defined by the practice of genetic nomenclature, is a critical practical tool and allows communication between bioscientists in a wide range of fields to be grounded in welldefined sequences of nucleotides. This concept, however, does not embody major theoretical insights into genome structure or function. Instead, a ‘post-genomic’ conception of the gene embodies the continuing project of understanding how genome structure supports genome function, but with a deflationary picture of the gene as a structural unit. This final concept of the gene poses a significant challenge to earlier assumptions about the relationship between genome structure and function, and between genotype and phenotype.

Disorganizing educational tropes: Conceptions of dis/ability and curriculum

A study examined the politics of dis/ability and curriculum. Data were obtained from a review of the new disability studies literature, focusing on the areas of history, sociology, anthropology, and critical legal theory. The results indicate that this new literature challenges popular psychoeducational models that assume disability as an objective medical, individual, and pathological deficiency, effectively restricting the systematic study of dis/ability as relational, external, shifting, and socially constituted. The findings suggest ways in which perceptions of “school problems” have to be adjusted to understand how the constant refiguration of normativities in everyday activities creates perceptions of disability-negative ontologies, generates experiences that incite efforts to modify those perceptions in multiple ways, and produces unintended effects from well-intended approaches that in the end remain irreducible to simplistic definitions for the one “ethical” or “politically correct” strategy.

Finnish Maritime Personnel's Conceptions on Safety Management and Safety Culture

The purpose of this thesis is to explore Finnish maritime personnel’s conceptions of safety management and its relationship with the concept of safety culture. In addition, the aim is to evaluate the impact of the ISM Code on the prevailing safety culture in the Finnish shipping business. A total of 94 interviewees and seven Finnish shipping companies were involved in this study. Thematic interviews were applied as the main research method for the study. The results were analysed qualitatively. The results indicate that maritime safety culture can simultaneously demonstrate features of integration, differentiation and ambiguity. Basically, maritime personnel have a positive attitude towards safety management systems since they consider safety management beneficial and essential in general. However, the study also found considerable criticism among the interviewees. The interviewed maritime personnel did not criticise the ISM Code as such, yet they criticised the way the ISM Code has been applied in practise. In order to understand the multiple perspectives of safety culture more comprehensively, multiple theoretical perspectives and methodological approaches are needed. This study indicates that safety culture and the impacts of the ISM Code should not be unambiguously studied solely quantitative methods or qualitative methods. By examining safety culture from several methodological and theoretical perspectives, one may gain a more versatile and holistic overview of safety culture.

Étude des conceptions alternatives et des processus de raisonnement des étudiants de chimie du niveau collégial sur la molécule, la polarité et les phénomènes macroscopiques

La chimie est un sujet difficile étant donné ses concepts nombreux et souvent peu intuitifs. Mais au-delà de ces difficultés d’ordre épistémologique, l’apprentissage de la chimie peut être en péril lorsqu’il s’appuie sur des fondations instables, mêlées de conceptions alternatives. Les conceptions alternatives sont les représentations internes, tacites, des étudiants, qui sont en désaccord avec la théorie scientifiquement acceptée. Leur présence dans leur esprit peut nuire à la compréhension conceptuelle, et elle peut mener les étudiants à expliquer le comportement de la matière incorrectement et à faire des prédictions inexactes en chimie. Les conceptions alternatives sont réputées répandues et difficiles à repérer dans un cadre traditionnel d’enseignement. De nombreuses conceptions alternatives en chimie ont été mises en lumière par différents groupes de chercheurs internationaux, sans toutefois qu’une telle opération n’ait jamais été réalisée avec des étudiants collégiaux québécois. Le système d’éducation postsecondaire québécois représentant un contexte unique, une étude des difficultés particulières de ces étudiants était nécessaire pour tracer un portrait juste de la situation. De plus, des chercheurs proposent aujourd’hui de ne pas faire uniquement l’inventaire des conceptions, mais de s’attarder aussi à étudier comment, par quel processus, elles mènent à de mauvaises prédictions ou explications. En effet, ils soutiennent que les catalogues de conceptions ne peuvent pas être facilement utilisés par les enseignants, ce qui devrait pourtant être la raison pour les mettre en lumière : qu’elles soient prises en compte dans l’enseignement. Toutefois, aucune typologie satisfaisante des raisonnements et des conceptions alternatives en chimie, qui serait appuyée sur des résultats expérimentaux, n’existe actuellement dans les écrits de recherche. Plusieurs chercheurs en didactique de la chimie suggèrent qu’une telle typologie est nécessaire et devrait rendre explicites les modes de raisonnement qui mettent en jeu ces conceptions alternatives. L’explicitation du raisonnement employé par les étudiants serait ainsi la voie permettant de repérer la conception alternative sur laquelle ce raisonnement s’appuie. Le raisonnement est le passage des idées tacites aux réponses manifestes. Ce ne sont pas toutes les mauvaises réponses en chimie qui proviennent de conceptions alternatives : certaines proviennent d’un manque de connaissances, d’autres d’un agencement incorrect de concepts pourtant corrects. Comme toutes les sortes de mauvaises réponses d’étudiants sont problématiques lors de l’enseignement, il est pertinent de toutes les considérer. Ainsi, ces préoccupations ont inspiré la question de recherche suivante : Quelles conceptions alternatives et quels processus de raisonnement mènent les étudiants à faire de mauvaises prédictions en chimie ou à donner de mauvaises explications du comportement de la matière? C’est pour fournir une réponse à cette question que cette recherche doctorale a été menée. Au total, 2413 étudiants ont participé à la recherche, qui était divisée en trois phases : la phase préliminaire, la phase pilote et la phase principale. Des entrevues cliniques ont été menées à la phase préliminaire, pour explorer les conceptions alternatives des étudiants en chimie. Lors de la phase pilote, des questionnaires à choix multiples avec justification ouverte des réponses ont été utilisés pour délimiter le sujet, notamment à propos des notions de chimie les plus pertinentes sur lesquelles concentrer la recherche et pour mettre en lumière les façons de raisonner des étudiants à propos de ces notions. La phase principale, quant à elle, a utilisé le questionnaire à deux paliers à choix multiples « Molécules, polarité et phénomènes » (MPP) développé spécifiquement pour cette recherche. Ce questionnaire a été distribué aux étudiants via une adaptation de la plateforme Web ConSOL, développée durant la recherche par le groupe de recherche dont fait partie la chercheuse principale. Les résultats montrent que les étudiants de sciences de la nature ont de nombreuses conceptions alternatives et autres difficultés conceptuelles, certaines étant très répandues parmi leur population. En particulier, une forte proportion d’étudiants croient que l’évaporation d’un composé entraîne le bris des liaisons covalentes de ses molécules (61,1 %), que tout regroupement d’atomes est une molécule (78,9 %) et que les atomes ont des propriétés macroscopiques pareilles à celles de l’élément qu’ils constituent (66,0 %). D’un autre côté, ce ne sont pas toutes les mauvaises réponses au MPP qui montrent des conceptions alternatives. Certaines d’entre elles s’expliquent plutôt par une carence dans les connaissances antérieures (par exemple, lorsque les étudiants montrent une méconnaissance d’éléments chimiques communs, à 21,8 %) ou par un raisonnement logique incomplet (lorsqu’ils croient que le seul fait de posséder des liaisons polaires rend nécessairement une molécule polaire, ce qu’on observe chez 24,1 % d’entre eux). Les conceptions alternatives et les raisonnements qui mènent à des réponses incorrectes s’observent chez les étudiants de première année et chez ceux de deuxième année du programme de sciences, dans certains cas avec une fréquence diminuant entre les deux années, et dans d’autres, à la même fréquence chez les deux sous-populations. Ces résultats permettent de mitiger l’affirmation, généralement reconnue dans les écrits de recherche, selon laquelle les conceptions alternatives sont résistantes à l’enseignement traditionnel : selon les résultats de la présente recherche, certaines d’entre elles semblent en effet se résoudre à travers un tel contexte d’enseignement. Il demeure que plusieurs conceptions alternatives, carences dans les connaissances antérieures de base et erreurs de raisonnement ont été mises en lumière par cette recherche. Ces problèmes dans l’apprentissage mènent les étudiants collégiaux à faire des prédictions incorrectes du comportement de la matière, ou à expliquer ce comportement de façon incorrecte. Au regard de ces résultats, une réflexion sur l’enseignement de la chimie au niveau collégial, qui pourrait faire une plus grande place à la réflexion conceptuelle et à l’utilisation du raisonnement pour la prédiction et l’explication des phénomènes étudiés, serait pertinente à tenir.

Teachers' conceptions about students' mathematical reasoning : Gendered or not?

This study looks at how upper secondary school teachers gender stereotype aspects of students' mathematical reasoning. Girls were attributed gender symbols including insecurity, use of standard methods and imitative reasoning. Boys were assigned the symbols such as multiple strategies especially on the calculator, guessing and chance-taking. 

P-Technique Factor Analyses of the Multiple Affect Adjective Checklist (MAACL)

The Multiple Affect Adjective Check List (MAACL) has been found to have five first-order factors representing Anxiety, Depression, Hostility, Positive Affect, and Sensation Seeking and two second-order factors representing Positive Affect and Sensation Seeking (PASS) and Dysphoria. The present study examines whether these first- and second-order conceptions of affect (based on R-technique factor analysis) can also account for patterns of intraindividual variability in affect (based on P-technique factor analysis) in eight elderly women. Although the hypothesized five-factor model of affect was not testable in all of the present P-technique datasets, the results were consistent with this interindividual model of affect. Moreover, evidence of second-order (PASS and Dysphoria) and third-order (generalized distress) factors was found in one data set. Sufficient convergence in findings between the present P-technique research and prior R-technique research suggests that the MAACL is robust in describing both inter- and intraindividual components of affect in elderly women.