Service Experience in an Innovation Context

Service researchers and practitioners have repeatedly claimed that customer service experiences are essential to all businesses. Therefore comprehension of how service experience is characterised in research is an essential element for its further development through research. The importance of greater in-depth understanding of the phenomenon of service experience has been acknowledged by several researchers, such as Carú and Cova and Vargo and Lusch. Furthermore, Service-Dominant (S-D) logic has integrated service experience to value by emphasising in its foundational premises that value is phenomenologically (experientially) determined. The present study analyses how the concept of service experience has been characterised in previous research. As such, it puts forward three ways to characterise it in relation to that research: 1) phenomenological service experience relates to the value discussion in S-D logic and interpretative consumer research, 2) process-based service experience relates to understanding service as a process, and 3) outcome-based service experience relates to understanding service experience as one element in models linking a number of variables or attributes to various outcomes. Focusing on the phenomenological service experience, the theoretical purpose of the study is to characterise service experience based on the phenomenological approach. In order to do so, an additional methodological purpose was formulated: to find a suitable methodology for analysing service experience based on the phenomenological approach. The study relates phenomenology to a philosophical Husserlian and social constructionist tradition studying phenomena as they appear in our experience in a social context. The study introduces Event-Based Narrative Inquiry Technique (EBNIT), which combines critical events with narratives and metaphors. EBNIT enabled the analysis of lived and imaginary service experiences as expressed in individual narratives. The study presents findings of eight case studies within service innovation of Web 2.0, mobile service, location aware service and public service in the municipal sector. Customers’ and service managers’ stories about their lived private and working lifeworld were the foundation for their ideal service experiences. In general, the thesis finds that service experiences are (1) subjective, (2) context-specific, (3) cumulative, (4) partially socially constructed, (5) both lived and imaginary, (6) temporally multiple-dimensional, and (7) iteratively related to perceived value. In addition to customer service experience, the thesis brings empirical evidence of managerial service experience of front-line managers experiencing the service they manage and develop in their working lifeworld. The study contributes to S-D logic, service innovation and service marketing and management in general by characterising service experience based on the phenomenological approach and integrating it to the value discussion. Additionally, the study offers a methodological approach for further exploration of service experiences. The study discusses managerial implications in conjunction with the case studies and discusses them in relation to service innovation.

Eläimen tuttuus ja vieraus : Fenomenologisen empatiateorian uudelleentulkinta ja sen sovellus vieraslajisia eläimiä koskevaan kokemukseen

Within the field of philosophy, animals have traditionally been studied from two perspectives: that of self-knowledge and that of ethics. The analysis of the differences between humans and animals has served our desire to understand our own specificity, whereas ethical discussions have ultimately aimed at finding the right way to treat animals. This dissertation proposes a different way of looking at non-human animals: it investigates the question of how non-human animals appear to us humans in our perceptual experience. The analysis focuses on the empathetic, embodied understanding of animals diverse movements and other expressions. The theoretical point of departure for the research is phenomenological philosophy, in particular Maurice Merleau-Ponty s phenomenology of the body. Edmund Husserl s and Edith Stein s analyses of empathy and embodiment are also crucial to the work. In this tradition, empathy means understanding the other s experience through her bodily expressions and seeing the other body as living, as well as motivated and directed towards the surrounding world. The dissertation both explicates and criticizes the earlier phenomenological notions of empathy and human specificity. In order to elucidate the fundamental structures of our experience of non-human animals, it also applies the phenomenological method, which consists of a phenomenological reduction and a free variation of the different aspects of experience. It is shown that our experiences of non-human animals involve a recognition of both similarities and differences. This recognition, however, is not primarily based on intellectual comparisons but is lived as an embodied relationship to another body, and its manifestations vary from one instant to the next. The analysis also reveals that the object of empathy is not the other s experience as such, not even as it is manifested by the other s movements, but rather the other s embodied situation, enriched by elements that remain outside the scope of the other s experience. The dissertation shows that human existence is intertwined with the existence of non-human animals on four levels: those of empathetic sensations, reciprocal communication, experience of the surrounding world and self-definitions. The animals different modes of perception prove to expand our understanding of what is perceivable and how things can be perceived. The presence of non-human animals in our perceptual world is revealed as something that both shows us the limits of our own embodiment and enables us to overcome these limits in empathetic acts. Finally, it is demonstrated that the life of non-human animals is intertwined with ours in a far more complex way than has been presupposed in traditional descriptions of human-animal differences.

Les fleuves dans l'œuvre romanesque de Jean-Marie Gustave Le Clézio

Relying on Merleau-Ponty's phenomenology of perception and on Mircea Eliade's works on the Sacred and the Profane, this study explores the river as a perceptual space and as the sacred Center in a cosmic vision of the world in twelve of Jean-Marie Gustave Le Clézio's fictional works, from The Interrogation (1963) to Revolutions (2003). In the first chapter, after introducing the field of study, I discuss the relation between the radical subjectivity and the evasiveness of perceiving subjects in Le Clézio's fiction. Next are some thoughts on the relation between Merleau-Ponty's and Le Clézio's ideas. The second chapter studies the river as an experience in the text, first as a topographical space, then as a sound world. The investigations move on to its water as a visual and a tactile phenomenon. Then follows the human use of the river, the (absence of) baths, and the river as a traveling space. The chapter closes with the study of the metaphorical use of the word, occurring mainly in urban space and for phenomena in the sky. The third chapter is organized around the river as the Center of the world in a religious cosmogony, where the river represents the origin of the world and of the human race. The core analysis shows how the middle of the river is a symbolic space of a new beginning. As a sacred space, the river abolishes time as the object of contemplation and as relative immobility from the point of view of a person drifting downstream. The functions of a new beginning and of abolition of time are combined in the symbolic immersions in the water. Finally, the dissertation explores other symbolical spaces, such as the unknown destination of the drift, and the river as the Center of a utopia. The chapter closes with the existential agony as a result of the elimination of the Center in the urban environment. In the final chapter, the river is compared to other watercourses : the creek, the brook and the rapids. The river is more of a spatial entity, whereas the actual water is more important in the smaller watercourses. The river is more common than the other watercourses as a topographical element in the landscape, whereas the minor watercourses invite the characters to a closer contact with their element, in immersions and in drinking their water. Finally, the work situates the rivers in a broader context of different fictional spaces in Le Clézio's text.

Diakoniatyön paikka ihmisten arjessa

This study examines the diaconia work of the Finnish Evangelical Lutheran Church from the standpoint of clients. The role of diaconia work has grown since the early 1990s recession, and since it established itself as one of the actors along with other social organizations. Previous studies have described the changing role of diaconal work, especially from the standpoint of diaconia workers and co-operators. This research goes back to examine, beyond the activities of the diaconia work of everyday practices, its relations of ruling which are determining practices. The theoretical and methodological framework rises from the thinking of Dorothy E. Smith, the creator of institutional ethnography. Its origins are in feminism, Marxism, phenomenology, etnomethodology, and symbolic interactionism. However, it does not represent any school. Unlike the objectivity-based traditional sociology, institutional ethnography has its starting point in everyday life, and people s subjective experience of it. Everyday life is just a starting point, and is used to examine everyday life s experiences of hidden relations of ruling, linking people and organizations. The level of generalization is just on the relations of ruling. The research task is to examine those meanings of diaconia work which are embedded in its clients experiences. The research task is investigated with two questions: how diaconia work among its clients takes shape and what kinds of relations of ruling exist in diaconia work. The meanings of diaconia work come through an examination of the relations of ruling, which create new forms of diaconal work compared with previous studies. For the study, two kinds of data were collected: a questionnaire and ethnographic fieldwork. The first data set was collected from diaconal workers using the questionnaire. It gives background information of the diaconia work process from the standpoint of the clients. In the ethnographic study there were two phases. The first ethnographic material was collected from one local parish by observing, interviewing clients and diaconal workers and gathering documents. The number of observations was 36 customer appointments, and 29 interviews. The second ethnographic material was included as a part of the analysis, in which ruling relations in people s experiences were collected from the transcribed data. Close reading and narrative analysis are used as analysing methods. The analysis has three phases. First, the experiences are identified with close reading; the following step is to select some of the institutional processes that are shaping those experiences and are relevant for the research. At the third stage, those processes are investigated in order to describe analytically how they determine people s experience. The analysis produces another narrative about diaconia work, which provides tools for examining the diaconal work from a new perspective. Through the analysis it is possible to see diaconia as an exchange ratio, in which the exchange takes place between a client and a diaconia worker, but also more broadly with other actors, such as social workers, shop clerks, or with other parishioners. The exchange ratio is examined from the perspective of power which is embedded in the client s experiences. The analysis reveals that the most important relations of ruling are humiliation and randomness in the exchange ratio of diaconia work; valuating spirituality above the bodily being; and replacing official social work. The results give a map about the relations of ruling of diaconia work which gives tools to look at diaconia work s meanings to the clients. The hidden element of humiliation in the exchange ratio breaks the current picture of diaconia work. The ethos of the holistic encounters and empathic practices are shown to be of another kind when spirituality is preferred to the bodily being. Nevertheless, diaconia appears to be a place for a respectful encounter, especially in situations where the public sector s actors are retreating on liability or clients are in a life crisis. The collapse of the welfare state structures imposes on diaconia work tasks that have not previously belonged to it. At the local level, clients receive partners from diaconia workers in order to advocate them in the welfare system. Actions to influence the wider societal structures are not reached because of lacking resources. An awareness of the oppressive practices of diaconia work and their critical reviewing are the keys to the development of diaconia work, since there are such practices even in holistic and respectful diaconia work. While the research raises new information for the development of diaconia work, it also opens up new aspects for developing other kinds of social work by emphasizing the importance of taking people s experiences seriously. Keywords: diaconia work, institutional ethnography, Dorothy E. Smith, experience, customer, relations of ruling.

B Physics: WHEPP-XI working group report

We present the report of the B physics working group of the Workshop on High Energy Physics Phenomenology (WHEPP-XI), held at the Physical Research Laboratory, Ahmedabad, in January 2010.

125 GeV Higgs state in the context of four generations with two Higgs doublets

We interpret the recent discovery of a 125 GeV Higgs-like state in the context of a two-Higgs-doublet model with a heavy fourth sequential generation of fermions, in which one Higgs doublet couples only to the fourth-generation fermions, while the second doublet couples to the lighter fermions of the first three families. This model is designed to accommodate the apparent heaviness of the fourth-generation fermions and to effectively address the low-energy phenomenology of a dynamical electroweak-symmetry-breaking scenario. The physical Higgs states of the model are, therefore, viewed as composites primarily of the fourth-generation fermions. We find that the lightest Higgs, h, is a good candidate for the recently discovered 125 GeV spin-zero particle, when tan beta similar to O(1), for typical fourth-generation fermion masses of M-4G = 400-600 GeV, and with a large t-t' mixing in the right-handed quark sector. This, in turn, leads to BR(t' -> th) similar to O(1), which drastically changes the t' decay pattern. We also find that, based on the current Higgs data, this two-Higgs-doublet model generically predicts an enhanced production rate (compared to the Standard Model) in the pp -> h -> tau tau channel, and reduced rates in the VV -> h -> gamma gamma and p (p) over bar /pp -> V -> hV -> Vbb channels. Finally, the heavier CP-even Higgs is excluded by the current data up to m(H) similar to 500 GeV, while the pseudoscalar state, A, can be as light as 130 GeV. These heavier Higgs states and the expected deviations from the Standard Model din some of the Higgs production channels can be further excluded or discovered with more data.

Top polarization in stop production at the LHC

We survey the expected polarization of the top produced in the decay of a scalar top quark, t -> t((chi) over tildei)(0), i = 1 - 2. The phenomenology is quite interesting, since the expected polarization depends both on the mixing in the stop and neutralino sectors and on the mass differences between the stop and the neutralino. We find that a mixed stop behaves almost like a right-handed stop due to the larger hypercharge that enters the stop/top/gaugino coupling and that these polarisation effects disappear, when m((t) over tilde1) approximate to m(t) +m((chi) over tildei)(0). After a discussion on the expected top polarization from the decay of a scalar top quark, we focus on the interplay of polarization and kinematics at the LHC. We discuss different probes of the top polarization in terms of lab-frame observables. We find that these observables faithfully reflect the polarization of the parent top-quark, but also have a non-trivial dependence on the kinematics of the stop production and decay process. In addition, we illustrate the effect of top polarization on the energy and transverse momentum of the decay lepton in the laboratory frame. Our results show that both spectra are softened substantially in case of a negatively polarized top, particularly for a large mass difference between the stop and the neutralino. Thus, the search strategies, and the conclusions that can be drawn from them, depends not just on the mass difference m((t) over tilde) - m((chi) over tildei)(0) due to the usual kinematic effects but also on the effects of top polarization on the decay kinematics the extent of which depends in turn on the said mass difference.

Bulk Majorana mass terms and Dirac neutrinos in the Randall-Sundrum model

We present a novel scheme where Dirac neutrinos are realized even if lepton number violating Majorana mass terms are present. The setup is the Randall-Sundrum framework with bulk right-handed neutrinos. Bulk mass terms of both Majorana and Dirac type are considered. It is shown that massless zero mode solutions exist when the bulk Dirac mass term is set to zero. In this limit, it is found that the effective 4D small neutrino mass is primarily of Dirac nature, with the Majorana-type contributions being negligible. Interestingly, this scenario is very similar to the one known with flat extra dimensions. Neutrino phenomenology is discussed by fitting both charged lepton masses and neutrino masses simultaneously. A single Higgs localized on the IR brane is highly constrained, as unnaturally large Yukawa couplings are required to fit charged lepton masses. A simple extension with two Higgs doublets is presented, which facilitates a proper fit for the lepton masses.

Interplay of vector-like top partner multiplets in a realistic mixing set-up

The ATLAS and CMS collaborations at the LHC have performed analyses on the existing data sets, studying the case of one vector-like fermion or multiplet coupling to the standard model Yukawa sector. In the near future, with more data available, these experimental collaborations will start to investigate more realistic cases. The presence of more than one extra vector-like multiplet is indeed a common situation in many extensions of the standard model. The interplay of these vector-like multiplet between precision electroweak bounds, flavour and collider phenomenology is a important question in view of establishing bounds or for the discovery of physics beyond the standard model. In this work we study the phenomenological consequences of the presence of two vector-like multiplets. We analyse the constraints on such scenarios from tree-level data and oblique corrections for the case of mixing to each of the SM generations. In the present work, we limit to scenarios with two top-like partners and no mixing in the down-sector.

ASYMPTOTIC PRESERVING SCHEME FOR A KINETIC MODEL DESCRIBING IN COMPRESSIBLE FLUIDS

The kinetic theory of fluid turbulence modeling developed by Degond and Lemou in 7] is considered for further study, analysis and simulation. Starting with the Boltzmann like equation representation for turbulence modeling, a relaxation type collision term is introduced for isotropic turbulence. In order to describe some important turbulence phenomenology, the relaxation time incorporates a dependency on the turbulent microscopic energy and this makes difficult the construction of efficient numerical methods. To investigate this problem, we focus here on a multi-dimensional prototype model and first propose an appropriate change of frame that makes the numerical study simpler. Then, a numerical strategy to tackle the stiff relaxation source term is introduced in the spirit of Asymptotic Preserving Schemes. Numerical tests are performed in a one-dimensional framework on the basis of the developed strategy to confirm its efficiency.

Actitud natural y actitud fenomenológica

Resumen: La fenomenología de Husserl toma como punto de partida el problema del conocimiento con el fin de reformular la idea de una filosofía como ciencia estricta que aspira en última instancia a establecer una vida éticamente buena sobre bases racionales. Tiene que enfrentarse para ello con las cuestiones del comienzo de la filosofía y de su método. Ambas exigen tener en cuenta la distinción entre la actitud natural y la actitud propiamente filosófica porque la epojé que abre el camino a la reducción fenomenológica requiere advertir, tematizar y suspender la validez de la actitud natural. En la primera sección del artículo se deslindan los rasgos esenciales de las actitudes y se distinguen tipos generales de actitudes. A continuación se muestra, en la segunda sección, a la actitud natural como el fondo o suelo de todas las actitudes especiales y se delinean sus caracteres más sobresalientes. En la tercera sección, por último, se contrasta esta actitud natural básica con la actitud fenomenológica en conexión con el modo como Descartes comprende las cuestiones del comienzo y del método. Con ello se retorna al planteo de la filosofía como conocimiento en vistas a una renovación ética de la vida espiritual a fin de precisar por qué el paso de la actitud natural a la actitud fenomenológica es la condición necesaria para poder abandonar la instalación ingenua sobre el suelo incuestionado del mundo.

On the origin and foundation of the concept “The Person” metaphysical realism on interpersonal recognition

Resumen: De acuerdo con el autor, la capacidad del alma de conocerse a sí misma está en la raíz del problema de la persona. Más aún, el entendimiento deber ser interpretado antológicamente como una actividad del alma. Se lleva a cabo un análisis del concepto de persona en algunos filósofos medievales y modernos. También hay referencias a pensadores contemporáneos. El autor sostiene que la noción que Spaemann introduce, considerando la intencionalidad como meramente un sentimiento o negatividad, es insuficiente. El mencionado sentimiento subjetivo es idéntico al concepto de ‘intuición experienciante’ en la fenomenología; pero es insuficiente para permitirnos comprender la esencia de la persona como una entidad espiritual. El autor afirma que cada ser humano debería ser reconocido, no sólo como una creatura racional, sino también como persona, en especial cuando nos referimos a este ser humano o a esta alma. Agrega que las consecuencias prácticas de esta perspectiva son de gran importancia.

Métodos cuantitativos versus métodos cualitativos en la economía de los Negocios. ¿Es una metodología reconciliable?

Changes in the organizational environment over the last three decades have increasingly led to traditional theories being called into question, by stimulating the search for new models suited to the new realities of business economics, generating a crisis or scientific revolution that may result in the appearance of a new paradigm. The positivism-phenomenology duality provokes an “epistemological crisis” in research in management sciences. But the existence of both approaches does not imply the election of one scientific orientation in frontal opposition to the other. From these two conceptions of research procedure, the methods applied can be classed into groups, quantitative and qualitative. The quantitative methodologies places great confidence in the ability of data and measurement to represent opinions or concepts, while qualitative methodologies focus on words and relations to describe a reality or situation. While the diversity of methods contribute to its development and indicates the maturity of an area, the methods must be suitably implemented to obtain significant, valid results. The methodology to be used is not going to depend solely on the type of study or the reality under examination, but also on the stage the research process has reached.

Searches for new symmetries in pp collisions with the razor kinematic variables at √s = 7 TeV

The construction and LHC phenomenology of the razor variables M_R, an event-by-event indicator of the heavy particle mass scale, and R, a dimensionless variable related to the transverse momentum imbalance of events and missing transverse energy, are presented.  The variables are used  in the analysis of the first proton-proton collisions dataset at CMS  (35 pb^-1) in a search for superpartners of the quarks and gluons, targeting indirect hints of dark matter candidates in the context of supersymmetric theoretical frameworks. The analysis produced the highest sensitivity results for SUSY to date and extended the LHC reach far beyond the previous Tevatron results.  A generalized inclusive search is subsequently presented for new heavy particle pairs produced in √s = 7 TeV proton-proton collisions at the LHC using 4.7±0.1 fb^-1 of integrated luminosity from the second LHC run of 2011.  The selected events are analyzed in the 2D razor-space of M_R and R and the analysis is performed in 12 tiers of all-hadronic, single and double leptons final states in the presence and absence of b-quarks, probing the third generation sector using the event heavy-flavor content.   The search is sensitive to generic supersymmetry models with minimal assumptions about the superpartner decay chains. No excess is observed in the number or shape of event yields relative to Standard Model predictions. Exclusion limits are derived in the CMSSM framework with  gluino masses up to 800 GeV and squark masses up to 1.35 TeV excluded at 95% confidence level, depending on the model parameters. The results are also interpreted for a collection of simplified models, in which gluinos are excluded with masses as large as 1.1 TeV, for small neutralino masses, and the first-two generation squarks, stops and sbottoms are excluded for masses up to about 800, 425 and 400 GeV, respectively.

With the discovery of a new boson by the CMS and ATLAS experiments in the γ-γ and 4 lepton final states, the identity of the putative Higgs candidate must be established through the measurements of its properties. The spin and quantum numbers are of particular importance, and we describe a method for measuring the J^PC of this particle using the observed signal events in the H to ZZ^* to 4 lepton channel developed before the discovery. Adaptations of the razor kinematic variables are introduced for the H to WW^* to 2 lepton/2 neutrino channel, improving the resonance mass resolution and increasing the discovery significance. The prospects for incorporating this channel in an examination of the new boson J^PC is discussed, with indications that this it could provide complementary information to the H to ZZ^* to 4 lepton final state, particularly for measuring CP-violation in these decays.