Understanding Customer Loyalty and Disloyalty The Effect of Loyalty-Supporting and -Repressing Factors (first edition sold out, 'print on demand' 60 €)

Customer loyalty has been a central topic of both marketing theory and practice for several decades. Customer disloyalty, or relationship ending, has received much less attention. Despite the close relation between customer loyalty and disloyalty, they have rarely been addressed in the same study. The thesis bridges this gap by focusing on both loyal and disloyal customers and the factors characterising them. Based on a qualitative study of loyal and disloyal bank customers in the Finnish retail banking market, both factors that are common to the groups and factors that differentiate between them are identified. A conceptual framework of factors that affect customer loyalty or disloyalty is developed and used to analyse the empirical data. According to the framework, customers’ loyalty status (behavioural and attitudinal loyalty) is influenced by positive, loyalty-supporting, and negative, loyalty-repressing factors. Loyalty-supporting factors either promote customer dedication, making the customer want to remain loyal, or act as constraints, hindering the customer from switching. Among the loyalty-repressing factors it is especially important to identify those that act as triggers of disloyal behaviour, making customers switch service providers. The framework further suggests that by identifying the sources of loyalty-supporting and -repressing factors (the environment, the provider, the customer, the provider-customer interaction, or the core service) one can determine which factors are within the control of the service provider. Attitudinal loyalty is approached through a customer’s “feeling of loyalty”, as described by customers both orally and graphically. By combining the graphs with behavioural loyalty, seven customer groups are identified: Stable Loyals, Rescued Loyals, Loyals at Risk, Positive Disloyals, Healing Disloyals, Fading Disloyals, and Abrupt Disloyals. The framework and models of the thesis can be used to analyse factors that affect customer loyalty and disloyalty in different service contexts. Since the empirical study was carried out in a retail bank setting, the thesis has managerial relevance especially for banks. Christina Nordman is associated with CERS, Center for Relationship Marketing and Service Management at the Swedish School of Economics and Business Administration. The doctoral thesis is part of the Göran Collert Research Project in Customer Relationships and Retail Banking and has been funded by The Göran Collert Foundation.

A Curious Harpour in Helle : An Edition of the Commentary on the Orpheus Metre of De consolatione philosophiae in MS Thott 304,2

Tutkielmani on tekstieditio keskiaikaisesta kommentaarista, joka löytyy Kööpenhaminan Kuninkaallisen kirjaston käsikirjoituksesta Thott 304,2. Käsikirjoitus voidaan ajoittaa 1400-luvun ensimmäiselle neljännekselle ja se on kirjoitettu keskienglanniksi. Se sisältää John Waltonin runomuotoisen käännöksen Boethiuksen 500-luvun alussa latinaksi kirjoittamasta teoksesta De consolatione philosophiae (Filosofian lohdutus) sekä teosta kommentoivan proosamuotoisen kommentaarin. Käsikirjoitus on vaillinainen, mutta sen säilyneet foliot ovat enimmäkseen erittäin hyväkuntoisia. Itse käsikirjoitusta on tutkittu vain muutamissa artikkeleissa ja yhdessä tutkielmassa; kommentaarista ei ole toistaiseksi tehty kattavaa tutkimusta. Tavoitteeni onkin tuoda kommentaari keskiaikaisen filosofian, keskienglannin ja käsikirjoitusten tutkijoiden käytettäviin. Käsikirjoitus Thott 304,2 on esimerkki epätyypillisestä myöhäiskeskiaikaisesta maallikkomesenaattiudesta Englannissa. Tavanmukaisesti maallikkomesenaatit tukivat uskonnollisten tekstien tuottamista ja kääntämistä, kun taas Thott 304,2 sisältää käännöksen filosofisesta tekstistä. Sen lisäksi mesenaatti oli nainen, aatelistoon kuuluva Elizabeth Berkeley. Varsin harvinaiseksi käsikirjoituksen tekee sen painaminen kirjaksi 1500-luvun alussa. Kirjanpainajan käsikirjoituksen sivuille tekemistä merkinnöistä saadaan korvaamatonta tietoa varhaisesta painotekniikasta, sillä kirjanpainajien käyttämiä käsikirjoituskopioita ei ole säilynyt kovin runsaasti. Waltonin käännös on säilynyt yli kahdessakymmenessä käsikirjoituskopiossa, joista vain Thott 304,2 sisältää laajan kommentaarin. 1500-luvun painoksesta on jäljellä kolme kopiota, ja ne sisältävät saman kommentaarin kuin Thott 304,2. Valitsin editoitavaksi niin kutsuttua Orfeus-runoa kommentoivan osan kommentaarista, sillä se muodostaa ehjän kokonaisuuden ja sopii pituutensa puolesta Pro gradu -tutkielmaan. Orfeus-runo on myös yksi käsikirjoituksen kattavimmin kommentoiduista runoista. Editio on niin sanottu diplomaattinen transkriptio, jossa käsikirjoituksen piirteet on pyritty säilyttämään mahdollisimman tarkasti edition luettavuuden siitä kuitenkaan kärsimättä. Perinteisistä editioista poiketen tutkielmani sisältää myös kommentaarin ja Orfeus-runon transkriptiot, joissa rivijako, lyhenteet ja erikoismerkit on säilytetty. Näiden transkriptioiden toivon auttavan erityisesti käsikirjoituksessa esiintyvien lyhenteiden, erikoismerkkien ja kirjanpainajan merkintöjen tulkinnassa ja tutkimisessa. Editiota ja transkriptioita täydentävät nykyenglanniksi kirjoitettu lyhennelmä kommentaarista ja kuvat käsikirjoituksen sivuista, joilla editoimani kommentaari on. Tutkielmaan sisältyy alkuperäisen tekstin, käännöksen, kommentaarin ja käsikirjoituksen taustaa valottava osuus. Esittelen myös kaikki löytämäni lähteet, joissa käsikirjoitus on mainittu tai joissa sitä on tutkittu. Liitteeksi olen laatinut sanaston helpottamaan kommentaarin tulkitsemista.

Pietismin kuva - ikkuna yksityiseen hengellisyyteen : Johann Arndtin opetukset pietistisen embleemin perustana

The image of Pietism a window to personal spirituality. The teachings of Johann Arndt as the basis of Pietist emblems The Pietist effect on spiritual images has to be scrutinised as a continuum initiating from the teachings of Johann Arndt who created a protestant iconography that defended the status of pictures and images as the foundation of divine revelation. Pietist artworks reveal Arndtian part of secret, eternal world, and God. Even though modern scholars do not regarded him as a founding father of Pietism anymore, his works have been essential for the development of iconography, and the themes of the Pietist images are linked with his works. For Arndt, the starting point is in the affecting love for Christ who suffered for the humankind. The reading experience is personal and the words point directly at the reader and thus appear as evidence of the guilt of the reader as well as of the love of God. Arndt uses bounteous and descriptive language which has partially affected promoting and picturing of many themes. Like Arndt, Philipp Jakob Spener also emphasised the heart that believes. The Pietist movement was born to oppose detached faith and the lack of the Holy Ghost. Christians touched by the teachings of Arndt and Spener began to create images out of metaphors presented by Arndt. As those people were part of the intelligentsia, it was natural that the fashionable emblematics of the 17th century was moulded for the personal needs. For Arndt, the human heart is manifested as a symbol of soul, personal faith or unbelief as well as an allegory of the burning love for Jesus. Due to this fact, heart emblems were gradually widely used and linked with the love of Christ. In the Nordic countries, the introduction of emblems emanated from the gentry s connections to the Central Europe where emblems were exploited in order to decorate books, artefacts, interiors, and buildings as well as visual/literal trademarks of the intelligentsia. Emblematic paintings in the churches of the castles of Venngarn (1665) and Läckö (1668), owned by Magnus Gabriel De la Gardie, are one of the most central interior paintings preserved in the Nordic countries, and they emphasise personal righteous life. Nonetheless, it was the books by Arndt and the Poet s Society in Nurnberg that bound the Swedish gentry and the scholars of the Pietist movement together. The Finnish gentry had no castles or castle churches so they supported county churches, both in building and in maintenance. As the churches were not private, their iconography could not be private either. Instead, people used Pietist symbols such as Agnus Dei, Cor ardens, an open book, beams, king David, frankincense, wood themes and Virtues. In the Pietist images made for public spaces, the attention is focused on pedagogical, metaphorical, and meaningful presentation as well as concealed statements.

Quick measurement of H-1-F-19 scalar couplings from the complex NMR spectra by real-time spin edition

Most often the measurement of VHF from the conventional 1D H-1 NMR spectrum is severely hindered consequent to similar magnitudes of JHF and JHH couplings and the spectral multiplicity pattern. The present study reports a new 1D NMR technique based on real time spin edition, which removes all JHF and JHH while retaining only VHF of a chosen fluorine. The obtained spectrum is significantly simplified and permits straightforward determination of all possible VHF values of a chosen fluorine. Due to one dimensional nature, the method is much faster compared to 2D GET-SERF by 1-2 orders of magnitude. (C) 2015 Elsevier B.V. All rights reserved.

Panama Canal Review: Special edition Panama

Leonard Carpenter Panama Canal Collection. Publication: Panama Canal Review Special Edition. [Box 1] from the Special Collections & Area Studies Department, George A. Smathers Libraries, University of Florida. This special edition features articles on Panama reprinted from THE PANAMA CANAL REVIEW, which began publication May 5, 1950. These articles, for which there have been many requests for reprints, have been selected from issues published between 1965 and 1973. Review articles may be reprinted without further clearance (69 page document)

Legal Cloudment LifeRay Edition

Este Proyecto Fin de Carrera (PFC) se enmarca en otro proyecto de mayor envergadura, cuyo objetivo final es estudiar la eficiencia en el desarrollo de soluciones informáticas para organizaciones fundamentadas en herramientas CMS Open Source(código libre) basadas en Java y PHP. El presente PFC se ha desarrollado en el área jurídica y se ha propuesto Liferay como CMS. A través del gestor se debía buscar la manera de compartir los documentos de tal manera que estuvieran alojados en un servidor donde cualquier usuario previamente registrado pudiera acceder a ellos desde un sitio remoto. Además debía tener una sección de calendario dónde crear eventos. Como gestor documental Liferay cumple con las expectativas, pudiendo satisfacer todas las funcionalidades necesarias del proyecto. El único inconveniente encontrado, ha sido el no poder desarrollar algunos detalles de algunos módulos para ceñirse exactamente a las necesidades deseadas. Idioma: Castellano.

Prevent In Cloud : Joomla Edition

Estudio de tecnologías de Gestores de Contenidos (CMS) en la nube. CMS bajo Joomla! y orientado a la Prevención de Riesgos Laborales en la Empresa.

Prevent in Cloud Liferay Edition

Este proyecto de fin de carrera consiste en el desarrollo de una aplicación que sirva para gestionar la prevención de riesgos laborales a través de la herramienta Liferay. Gracias a ella toda la información quedará alojada en la nube.

Aproximación al pintor Epifanio Díaz de Arcaute (1845-1910)

[ES]Con este trabajo pretendemos aproximarnos a la figura de Epifanio Díaz de Arcaute (1845-1910), un pintor no demasiado conocido y con una producción artística, por el momento, escasa. Su formación fue tradicional y académica, vinculada a la Academia de Bellas Artes de Vitoria, de la que terminó siendo profesor.

Collecção das Leis do Imperio do Brasil de 1845

Parte 1 - Leis.

La traducción vista desde la perspectiva del concepto de "literatura universal" de Johann Wolfgang von Goethe (1749-1832)

Eguíluz, Federico; Merino, Raquel; Olsen, Vickie; Pajares, Eterio; Santamaría, José Miguel (eds.)

Johann Heinrich von Thünen: Leben und Werk des Namenspatrons des neuen Bundesforschungsinstituts für Ländliche Räume, Wald und Fischerei

A new concept for resource oriented federal research within the competence of the German Ministry of Food, Agriculture and Consumer Protection was implemented in 2008. The Johann Heinrich von Thünen-Institute, Federal Research Institute for Rural Areas, Forestry and Fisheries is one of 4 newly established large scale federal research institutions. It comprises the former Federal Research Centre for Fisheries, the Federal Research Centre for Forestry and Forest Products and large parts of the Federal Agricultural Research Centre. The institute is named after Johann Heinrich von Thünen, a famous national economist and social reformer of the 19th century. He developed the first serious treatment of spatial economics (the so-called Thünen rings) and the basics of the theory of the natural pay.

Los estudios de segunda enseñanza en Guipuzcoa. El Instituto Provincial (1845-1901)

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Our living oceans: report on the status of U.S. living marine resources, 6th edition

The National Marine Fisheries Service (NMFS) is dedicated to the stewardship of living marine resources (LMR’s). This is accomplished through science-based conservation and management, and the promotion of healthy ecosystems. As a steward, NMFS has an obligation to conserve, protect, and manage these resources in a way that ensures their continuation as functioning components of healthy marine ecosystems, affords economic opportunities, and enhances the quality of life for the American public. In addition to its responsibilities within the U.S. Exclusive Economic Zone (EEZ), NMFS plays a supportive and advisory role in the management of LMR’s in the coastal areas under state jurisdiction and provides scientific and policy leadership in the international arena. NMFS also implements international measures for the conservation and management of LMR’s, as appropriate.NMFS receives its stewardship responsibilities under a number of Federal laws. These include the Nation’s primary fisheries law, the Magnuson Fishery Conservation and Management Act. This law was first passed in 1976, later reauthorized as the Magnuson-Stevens Fishery Conservation and Management Act in 1996, and reauthorized again on 12 January 2007 as the Magnuson-Stevens Fishery Conservation and Management Reauthorization Act (MSRA). The MSRA mandates strong action to conserve and manage fishery resources and requires NMFS to end overfishing by 2010 in all U.S. commercial and recreational fisheries, rebuild all overfished stocks, and conserve essential fish habitat.