The Cybrary - Seamless for the customer, fine needlework for the staff

The University of Queensland Cybrary delivers high quality customer focused innovative information resources, services and programs that are integrated with and central to the University’s teaching, learning and research activities. The Cybrary website - www.cybrary.uq.edu.au - enables customers to access information more or less seamlessly anywhere anytime. This paper will go behind the seams to discuss some of the technologies that underpin service delivery and some of the implications for the Cybrary’s human, physical and financial resources.

Studies on the composition and nutritional value of the cultivated mushroom, agaricus bisporus (Lange) Sing

The effects of various cultural conditions on the composition and nutritional quality of Agaricus bisporus (Lange) Sing. were investigated. Variation in composition was found between different classes of sample. Sampling techniques were standardised to allow for major variations in the different developmental stages and culture ages. Fruitbodies were found to be of low calorific value but contained protein of high digestibility and quality, containing all the essential amino acids required by man. Quantitative estimates of the sulphur-containing amino acids indicated that fruitbodies were deficient in methionine and cysteine. The extent of water application and the supplementation of conventional substrates with various nitrogen-containing substances, influenced yield and composition, establishing the importance of these two factors in the physiology of fruitbodies and cultural management. Storage conditions influenced composition, high temperatures being deleterious to the nutritional value of fruitbodies. Submerged culture techniques were used to investigate the effects of various nutrients on growth and composition of mushroom mycelium, with special reference to the sulphur-containing amino acids. Yield and composition were greatly affected by the carbon:nitrogen ratio of the medium and by the nitrogen source. Significant increases in mycelial methionine content were observed on the addition of inorganic sulphate, the methionine derivative N-acetyl-L-methionine, and L-methionine. A greater increase in methionine content was obtained when the biomass of a thermophilic bacterium isolated from compost was used as a nitrogen source.

Understanding relationship marketing from the customer's perspective

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Az egyensúlyi ráták unicitása és a bérráta pozitivitása a Neumann-modell általánosításaiban (Uniqueness of equilibrium rates and the positive value of the wage rate in generalizations from the Neumann model)

Cikkünk arról a paradox jelenségről szól, hogy a fogyasztást explicit módon megjelenítő Neumann-modell egyensúlyi megoldásaiban a munkabért meghatározó létszükségleti termékek ára esetenként nulla lehet, és emiatt a reálbér egyensúlyi értéke is nulla lesz. Ez a jelenség mindig bekövetkezik az olyan dekomponálható gazdaságok esetén, amelyekben eltérő növekedési és profitrátájú, alternatív egyensúlyi megoldások léteznek. A jelenség sokkal áttekinthetőbb formában tárgyalható a modell Leontief-eljárásra épülő egyszerűbb változatában is, amit ki is használunk. Megmutatjuk, hogy a legnagyobbnál alacsonyabb szintű növekedési tényezőjű megoldások közgazdasági szempontból értelmetlenek, és így érdektelenek. Ezzel voltaképpen egyrészt azt mutatjuk meg, hogy Neumann kiváló intuíciója jól működött, amikor ragaszkodott modellje egyértelmű megoldásához, másrészt pedig azt is, hogy ehhez nincs szükség a gazdaság dekomponálhatóságának feltételezésére. A vizsgált téma szorosan kapcsolódik az általános profitráta meghatározásának - Sraffa által modern formába öntött - Ricardo-féle elemzéséhez, illetve a neoklasszikus növekedéselmélet nevezetes bér-profit, illetve felhalmozás-fogyasztás átváltási határgörbéihez, ami jelzi a téma elméleti és elmélettörténeti érdekességét is. / === / In the Marx-Neumann version of the Neumann model introduced by Morishima, the use of commodities is split between production and consumption, and wages are determined as the cost of necessary consumption. In such a version it may occur that the equilibrium prices of all goods necessary for consumption are zero, so that the equilibrium wage rate becomes zero too. In fact such a paradoxical case will always arise when the economy is decomposable and the equilibrium not unique in terms of growth and interest rate. It can be shown that a zero equilibrium wage rate will appear in all equilibrium solutions where growth and interest rate are less than maximal. This is another proof of Neumann's genius and intuition, for he arrived at the uniqueness of equilibrium via an assumption that implied that the economy was indecomposable, a condition relaxed later by Kemeny, Morgenstern and Thompson. This situation occurs also in similar models based on Leontief technology and such versions of the Marx-Neumann model make the roots of the problem more apparent. Analysis of them also yields an interesting corollary to Ricardo's corn rate of profit: the real cause of the awkwardness is bad specification of the model: luxury commodities are introduced without there being a final demand for them, and production of them becomes a waste of resources. Bad model specification shows up as a consumption coefficient incompatible with the given technology in the more general model with joint production and technological choice. For the paradoxical situation implies the level of consumption could be raised and/or the intensity of labour diminished without lowering the equilibrium rate of the growth and interest. This entails wasteful use of resources and indicates again that the equilibrium conditions are improperly specified. It is shown that the conditions for equilibrium can and should be redefined for the Marx-Neumann model without assuming an indecomposable economy, in a way that ensures the existence of an equilibrium unique in terms of the growth and interest rate coupled with a positive value for the wage rate, so confirming Neumann's intuition. The proposed solution relates closely to findings of Bromek in a paper correcting Morishima's generalization of wage/profit and consumption/investment frontiers.

A fogyasztói etnocentrizmus új koncepcionális modelljének kialakítása és verifikálása = Forming and verification of a new conceptual model of the customer ethnocentrism

A szerzők cikke az etnocentrikus érzelmek hatását mutatja be a hazai és a külföldi termékek megítélésére. Empirikus kutatásaikra és regressziós modelljeikre támaszkodva felvázolják azt a hatásmechanizmust, amely a szakirodalomba a fogyasztói etnocentrizmus néven vonult be. Megállapítják, hogy másképp hatnak a patrióta és a nacionalista érzelmek a hazai és a külföldi termékek iránti attitűdökre. Míg a hazai termékeknél egy karakterisztikus, többdimenziós kép tárul elénk, addig a cseh, kanadai és német termékek megítéléséből általánosított, külföldi termékek esetében csak a termékkel való azonosulást tudták kiemelni. A megkérdezettek demográfiai jellemzői közül egyedül a férfiak mutattak statisztikailag azonos irányú és erősségű kapcsolatot a hazai és a külföldi termékek megítélésénél. _______________________ The authors’ article presents effects of the ethnocentric emotion of the appreciation of the domestic and foreign goods. Based on their empirical and regressive models they feature that effectmechanism, which is named consumer ethnocentrism in the special literature. They set that the patriot and the nationalist emotions acting differently on attitudes of the domestic and the foreign goods.

A beosztás és a nemek hatása a változások érzékelésére egy lean projekt tapasztalatai egy magyar autóipari beszállítónál (Efficient possibilities of the customer complaints: compensation and apology)

Tanulmányukban a szerzők egy magyar tulajdonú autóipari beszállító lean (továbbiakban karcsú) átalakulását vizsgáljuk. Bár az új rendszer bevezetése alig több mint egy éve kezdődött el a vállalatnál, mégis a rövid idő ellenére komoly eredményekről számolhatnak be. Különösen látványos a pénzügyi mutatók és a vevői elégedettség területén elért javulás. Kutatásuk célja kettős volt: (1) megvizsgálni, hogyan érzékelik a vezetők és a beosztottak a változásokat, valamint (2) összehasonlítani a vállalat két üzemében dolgozó nők és férfiak átalakítással kapcsolatos reakcióit és érzeteit. Az eredmények alapján elmondható, hogy a vezetők és a beosztottak, csakúgy, mint a két nem képviselői, nagyon eltérően gondolkodnak a változásokról és az átalakítás sikerének hátteréről. Eredményeik tükrében megállapítható, hogy a vizsgált szervezetnél a női munkavállalóknál a hit, a férfiaknál az elkötelezettség az a tényező, amely leginkább hatással van a sikerérzetre. A kutatás tapasztalatait felhasználva tanácsokat fogalmaznak meg a karcsú menedzsment sikeres bevezetésével kapcsolatosan. ______________ Relatively little research attention has been given to what happens after service failure, how the organizations respond to the failure and how this response affects customers’ subsequent behaviours and attitudes. This article proposes to take an in-depth look at the different organizational responses to customer complaints. On the basis of the equity theory the concept of justice has been used that involves distributive, procedural and interactional justice. Using 2x2x2 factorial design experiment based on scenarios the main findings of the research is that interactional justice (explanation and apology) is as important as distributive justice (compensation). On the other hand the result is dependent on the failure type: different recovery effort is efficient in the case of outcome or process failure.

A hatékony panaszkezelés lehetőségei: kompenzáció és bocsánatkérés (Efficient possibilities of the customer complaints: compensation and apology)

A szerzők cikkükben a panaszkezelés hatékonyságát vizsgálják, kutatási módszerük a szcenáriókon alapuló kísérleti módszertan. Eredményeik alapján elmondható, hogy a panaszkezelés hatásaként vizsgált elégedettség és lojalitás – előzetes hipotéziseiknek megfelelően – nemcsak a kompenzáció nagyságától függ, hanem lényeges az is, hogy a folyamat során milyen hangnemben történik a hiba kiigazítása. Elemzéseik azt is alátámasztják, hogy a hiba típusától is függ, hogy a kompenzáció vagy az őszinte bocsánatkérés-e a célravezetőbb. ____________ Relatively little research attention has been given to what happens after service failure, how the organizations respond to the failure and how this response affects customers’ subsequent behaviours and attitudes. This article proposes to take an in-depth look at the different organizational responses to customer complaints. On the basis of the equity theory the concept of justice has been used that involves distributive, procedural and interactional justice. Using 2x2x2 factorial design experiment based on scenarios the main findings of the research is that interactional justice (explanation and apology) is as important as distributive justice (compensation). On the other hand the result is dependent on the failure type: different recovery effort is efficient in the case of outcome or process failure.

Evaluation of the evidential value of the elemental composition of glass, ink and paper by laser-based microspectrochemical methods

Elemental analysis can become an important piece of evidence to assist the solution of a case. The work presented in this dissertation aims to evaluate the evidential value of the elemental composition of three particular matrices: ink, paper and glass. In the first part of this study, the analytical performance of LIBS and LA-ICP-MS methods was evaluated for paper, writing inks and printing inks. A total of 350 ink specimens were examined including black and blue gel inks, ballpoint inks, inkjets and toners originating from several manufacturing sources and/or batches. The paper collection set consisted of over 200 paper specimens originating from 20 different paper sources produced by 10 different plants. Micro-homogeneity studies show smaller variation of elemental compositions within a single source (i.e., sheet, pen or cartridge) than the observed variation between different sources (i.e., brands, types, batches). Significant and detectable differences in the elemental profile of the inks and paper were observed between samples originating from different sources (discrimination of 87–100% of samples, depending on the sample set under investigation and the method applied). These results support the use of elemental analysis, using LA-ICP-MS and LIBS, for the examination of documents and provide additional discrimination to the currently used techniques in document examination. In the second part of this study, a direct comparison between four analytical methods (µ-XRF, solution-ICP-MS, LA-ICP-MS and LIBS) was conducted for glass analyses using interlaboratory studies. The data provided by 21 participants were used to assess the performance of the analytical methods in associating glass samples from the same source and differentiating different sources, as well as the use of different match criteria (confidence interval (±6s, ±5s, ±4s, ±3s, ±2s), modified confidence interval, t-test (sequential univariate, p=0.05 and p=0.01), t-test with Bonferroni correction (for multivariate comparisons), range overlap, and Hotelling's T2 tests. Error rates (Type 1 and Type 2) are reported for the use of each of these match criteria and depend on the heterogeneity of the glass sources, the repeatability between analytical measurements, and the number of elements that were measured. The study provided recommendations for analytical performance-based parameters for µ-XRF and LA-ICP-MS as well as the best performing match criteria for both analytical techniques, which can be applied now by forensic glass examiners.

Adapting the Customer Satisfaction Index to the Lodging Industry: Foreign Customers' Evaluations

As a standard form of measuring customer satisfaction, the Customer Satisfaction Index (CSI) has been utilized in many countries. By using the Korean Customer Satisfaction Index (KCSI) methodology, this study attempted to investigate foreign customers’ evaluations of luxury hotels in Seoul, South Korea. In doing so, some efforts were made to overcome the methodological problems associated with the KCSI for the lodging industry. Data for this study were collected through a mall intercept survey using a self-administered questionnaire. Precisely 783 responses, collected solely from foreign guests who had stayed at a luxury hotel in Seoul, were included in the study.

Prognostic value of the diagnostic criteria distinguishing endometrial stromal sarcoma, low grade from undifferentiated endometrial sarcoma, 2 entities within the invasive endometrial stromal neoplasia family

The World Health Organization (WHO 2003) recognizes 3 endometrial stromal neoplasms: noninvasive endometrial stromal nodule and the 2 invasive neoplasms, endometrial stromal sarcoma (ESS), low grade and undifferentiated endometrial sarcoma (UES). It is important to note that the WHO 2003 does not define moderate atypia (an important differentiating diagnostic criterion for ESS, low grade and UES), nor does it discuss its significance. Moreover, studies on reproducibility and additional prognostic value of other diagnostic features in large are lacking. Using strict definitions, we analyzed the agreement between routine and expert-review necrosis and nuclear atypia in 91 invasive endometrial stromal neoplasias (IESN). The overall 5-year and 10-year recurrence-free survival rate estimates of the 91 IESN patients were 82% and 75%, respectively. Necrosis was well reproducible, and nuclear atypia was reasonably well reproducible. The 10-year recurrence-free survival rates for necrosis absent/inconspicuous versus prominent were 89% and 45% (P<0.001) and those for review-confirmed none/mild, moderate, severe atypia were 90%, 30%, and <20% (P<0.00001). Therefore, cases with moderate/severe atypia should be grouped together. Nuclear atypia and necrosis had independent prognostic values (Cox regression). Once these features were taken into account, no other feature had an independent additional prognostic value, including mitotic count. Using "none/mild atypia, necrosis absent/inconspicuous" as ESS, low grade versus "moderate/severe atypia present or necrosis present" as UES resulted in 68 ESS, low grade and 23 UES cases with disease-specific overall mortality-free survival of 99% versus 48% (P<0.00001, hazard ratio=45.4). When strictly defined microscopic criteria are used, the WHO 2003 diagnoses of ESS, low grade and UES are well reproducible and prognostically strong. © 2012 International Society of Gynecological Pathologists.

The four general principles of the United Nations Convention on the Rights of the Child: the potential value of the approach in other areas of human rights law

At the outset of the United Nations Convention on the Rights of the Child, the Committee on the Rights of the Child identified four of its provisions (non-discrimination; best interests of the child as a primary consideration; life, survival and development; and participation) as ‘general principles’. This approach has shaped implementation of, advocacy for and the scholarship on the Convention. The use of general principles has the potential to make a significant contribution in other areas of human rights law provided that the principles are selected carefully and address the distinct issues at the root of potential rights violations for particular rights-holders.