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.

Roy equation analysis of ππ scattering

We analyse the Roy equations for the lowest partial waves of elastic ππ scattering. In the first part of the paper, we review the mathematical properties of these equations as well as their phenomenological applications. In particular, the experimental situation concerning the contributions from intermediate energies and the evaluation of the driving terms are discussed in detail. We then demonstrate that the two S-wave scattering lengths a00 and a02 are the essential parameters in the low energy region: Once these are known, the available experimental information determines the behaviour near threshold to within remarkably small uncertainties. An explicit numerical representation for the energy dependence of the S- and P-waves is given and it is shown that the threshold parameters of the D- and F-waves are also fixed very sharply in terms of a00 and a20. In agreement with earlier work, which is reviewed in some detail, we find that the Roy equations admit physically acceptable solutions only within a band of the (a00,a02) plane. We show that the data on the reactions e+e−→ππ and τ→ππν reduce the width of this band quite significantly. Furthermore, we discuss the relevance of the decay K→ππeν in restricting the allowed range of a00, preparing the grounds for an analysis of the forthcoming precision data on this decay and on pionic atoms. We expect these to reduce the uncertainties in the two basic low energy parameters very substantially, so that a meaningful test of the chiral perturbation theory predictions will become possible.

The cold mode: a phenomenological model for the evolution of density perturbations in the intracluster medium

Cool cluster cores are in global thermal equilibrium but are locally thermally unstable. We study a non-linear phenomenological model for the evolution of density perturbations in the intracluster medium (ICM) due to local thermal instability and gravity. We have analysed and extended a model for the evolution of an overdense blob in the ICM. We find two regimes in which the overdense blobs can cool to thermally stable low temperatures. One for large t(cool)/t(ff) (t(cool) is the cooling time and t(ff) is the free-fall time), where a large initial overdensity is required for thermal runaway to occur; this is the regime which was previously analysed in detail. We discover a second regime for t(cool)/t(ff) less than or similar to 1 (in agreement with Cartesian simulations of local thermal instability in an external gravitational field), where runaway cooling happens for arbitrarily small amplitudes. Numerical simulations have shown that cold gas condenses out more easily in a spherical geometry. We extend the analysis to include geometrical compression in weakly stratified atmospheres such as the ICM. With a single parameter, analogous to the mixing length, we are able to reproduce the results from numerical simulations; namely, small density perturbations lead to the condensation of extended cold filaments only if t(cool)/t(ff) less than or similar to 10.

Status of the MSSM Higgs sector using global analysis and direct search bounds, and future prospects at the High Luminosity LHC

In this paper, we search for the regions of the phenomenological minimal supersymmetric standard model (pMSSM) parameter space where one can expect to have moderate Higgs mixing angle (alpha) with relatively light (up to 600 GeV) additional Higgses after satisfying the current LHC data. We perform a global fit analysis using most updated data (till December 2014) from the LHC and Tevatron experiments. The constraints coming from the precision measurements of the rare b-decays B-s -> mu(+)mu(-) and b -> s gamma are also considered. We find that low M-A(less than or similar to 350) and high tan beta(greater than or similar to 25) regions are disfavored by the combined effect of the global analysis and flavor data. However, regions with Higgs mixing angle alpha similar to 0.1-0.8 are still allowed by the current data. We then study the existing direct search bounds on the heavy scalar/pseudoscalar (H/A) and charged Higgs boson (H-+/-) masses and branchings at the LHC. It has been found that regions with low to moderate values of tan beta with light additional Higgses (mass <= 600 GeV) are unconstrained by the data, while the regions with tan beta > 20 are excluded considering the direct search bounds by the LHC-8 data. The possibility to probe the region with tan beta <= 20 at the high luminosity run of LHC are also discussed, giving special attention to the H -> hh, H/A -> t (t) over bar and H/A -> tau(+)tau(-) decay modes.

Polarized spectral analysis of Ho3+ ions in biaxial YAlO3 crystal for 2 mu m lasers

An Ho3+-doped YAlO3 (Ho : YAP) single crystal has been grown by the Czochralski technique. The polarized absorption spectra, polarized fluorescence spectra and fluorescence decay curve of the crystal are measured at room temperature. The spectroscopic parameters are calculated based on Judd-Ofelt theory, and the effective phenomenological intensity parameters Omega(2,eff), Omega(4,eff) and Omega(6,eff) are obtained to be 2.89 x 10(-20), 2.92 x 10(-20) and 1.32 x 10(-20) cm(2), respectively. The room-temperature fluorescence lifetime of the Ho3+ 5I(7) -> I-5(8) transition is measured to be 8.1 ms. Values of the absorption and emission cross-sections with different polarizations are presented for the I-5(7) manifold, and the polarized gain cross-section curves are also provided and discussed.

Generalized phenomenological model for the viscoelasticity of idealized asphalts

A generalized theory for the viscoelastic behavior of idealized bituminous mixtures (asphalts) is presented. The mathematical model incorporates strain rate and temperature dependency as well as nonmonotonic loading and unloading with shape recovery. The stiffening effect of the aggregate is included. The model is of phenomenological nature. It can be calibrated using a relatively limited set of experimental parameters, obtainable by uniaxial tests. It is shown that the mathematical model can be represented as a special nonlinear form of the Burgers model. This facilitates the derivation of numerical algorithms for solving the constitutive equations. A numerical scheme is implemented in a user material subroutine (UMAT) in the finite-element analysis (FEA) code ABAQUS. Simulation results are compared with uniaxial and indentation tests on an idealized asphalt mix. © 2014 American Society of Civil Engineers.

Representation, comparison, and interpretation of metabolome fingerprint data for total composition analysis and quality trait investigation in potato cultivars

Manfred Beckmann, David P. Enot, David P. Overy, and John Draper (2007). Representation, comparison, and interpretation of metabolome fingerprint data for total composition analysis and quality trait investigation in potato cultivars. Journal of Agricultural and Food Chemistry, 55 (9) pp.3444-3451 RAE2008

Experiencing Kane: an affective analysis of Sarah Kane's 'experiential' theatre in performance

The article argues for a phenomenological approach to Kane's work in performance. It notes the rise in productions of Kane's work from 2004, and focuses on productions of Crave by 11th Hour Theatre in Melbourne and Acquiesce Speck in Sydney.

Theoretical and FE analysis of ultrasonic welding of aluminum alloy 3003

Ultrasonic welding (consolidation) process is a rapid manufacturing process that is used to join thin layers of metal at low temperature and low energy consumption. Experimental results have shown that ultrasonic welding is a combination of both surface (friction) and volume (plasticity) softening effects. In the presented work, an attempt has been made to simulate the ultrasonic welding of metals by taking into account these effects (surface and volume). A phenomenological material model has been proposed, which incorporates these two effects (i.e., surface and volume). The thermal softening due to friction and ultrasonic (acoustic) softening has been included in the proposed material model. For surface effects, a friction law with variable coefficient of friction that is dependent on contact pressure, slip, temperature, and number of cycles has been derived from experimental friction tests. The results of the thermomechanical analyses of ultrasonic welding of aluminum alloy have been presented. The goal of this work is to study the effects of ultrasonic welding process parameters, such as applied load, amplitude of ultrasonic oscillation, and velocity of welding sonotrode on the friction work at the weld interface. The change in the friction work at the weld interface has been explained on the basis of softening (thermal and acoustic) of the specimen during the ultrasonic welding process. In the end, a comparison between experimental and simulated results has been presented, showing a good agreement. Copyright © 2009 by ASME.

‘Harmonising the precaution out of the precautionary principle? The need for maintaining flexibility and an interpretative role’

The precautionary principle has the potential to act as a valuable tool in food law. It operates in areas of scientific uncertainty, calling for protective measures where there are potential threats to human health (or the environment). However, the manner of the principle’s incorporation and implementation within legislation are key to its effectiveness and general legitimacy. Specific considerations include the role and nature of risk assessments, assessors, sources of evidence, divergent opinions, risk communication, other legitimate factors and the weighting of interests. However, more fundamentally, the crystallisation of approaches and removal of all flexibility would undermine the principle’s central tenets. Firstly, principles crucially play a guiding and interpretative role. Secondly, reflexive modernisation and continuing scientific uncertainty call for the precautionary principle’s continued application – precautionary measures do not end the precautionary principle’s relevance. This can be partially achieved through the legislation so as to facilitate later precautionary measures, e.g. through temporary authorisations, derogations and safeguard clauses. However, crucially, it requires that the legislation also be interpreted in light of the precautionary principle. This paper investigates the logic behind the Court of Justice of the EU’s judgments and the circumstances that enable or deter the Court in taking, or permitting, stronger precautionary approaches. Although apparently inconsistent, a number of contextual factors including the legislative provisions and actors involved influence the judgments substantially. The analysis provides insight into improving the principle’s incorporation to facilitate its continued application and maintenance of flexibility, whilst bearing in mind the general desirability of objectivity and legal certainty.

As línguas na Universidade de Aveiro: discursos e práticas

Apoiado na convicção de que o plurilinguismo se constitui enquanto valor a promover e competência a desenvolver, podendo ser potenciado pelo desenvolvimento de políticas linguísticas (educativas) e que, nesse âmbito, as Instituições de Ensino Superior (IES) têm um importante papel a desempenhar, este estudo enquadra-se na intersecção e relação de inter-discursividade entre as áreas disciplinares da Didáctica do Plurilinguismo e das Políticas Linguísticas. Partindo desta convicção, delineámos um estudo de caso com a Universidade de Aveiro (UA), incidindo sobre os seus diferentes contextos de acção institucional - formação, investigação e interacção com a sociedade -, com o qual se pretendia: i) descrever práticas e discursos da comunidade universitária no que concerne à utilização das línguas e à promoção do plurilinguismo; ii) diagnosticar representações da comunidade universitária relativamente ao papel da instituição universidade na construção de uma sociedade plurilingue e pluricultural e iii) identificar possibilidades e potencialidades, constrangimentos e obstáculos da acção das IES no desenvolvimento de dinâmicas capazes de promover o plurilinguismo. Tendo em conta estes objectivos, o estudo apoia-se num tipo de investigação qualitativa, inserida num paradigma de natureza fenomenológicointerpretativa o que implicou a utilização de diferentes métodos e instrumentos para a recolha dos dados. Inicialmente foi levada a cabo uma recolha documental no âmbito dos contextos institucionais que nos propusemos analisar. Seguidamente, procedemos à realização de inquéritos por entrevista semi-estruturada com representantes dos órgãos de governo e coordenação da instituição e com responsáveis pelos diferentes contextos a observar. Por fim, auscultámos alunos e directores de curso através de inquéritos por questionário. À totalidade dos dados aplicámos uma análise de conteúdo de natureza categorial. As categorias de análise que construímos, emergentes do quadro teórico e da sua interacção com os dados, permitiram uma análise compreensiva e uma visão holística dos resultados. A análise dos dados mostra que, ao nível dos três contextos de acção institucional analisados e no âmbito das práticas e discursos, se nota uma tensão entre o que denominamos de “global” e “local”. Explicitando, ao nível da dimensão “global” verificamos que a língua inglesa assume um lugar de destaque o que se relaciona, essencialmente, com a importância conferida à estratégia de internacionalização das actividades formativas e investigativas e à forma como a UA se dá a conhecer ao exterior e, aí, as outras línguas (incluindo a língua portuguesa) são percepcionadas enquanto barreiras. Ao nível da dimensão mais “local”, sobressai uma preocupação com a valorização de outras línguas que: ao nível da formação poderão funcionar enquanto “trunfos diferenciadores” no mercado económico-profissional; ao nível da investigação poderão permitir exercer maior influência do conhecimento científico sobre o público-alvo (e aqui salienta-se o papel da língua portuguesa na investigação em educação); ao nível da interacção com a sociedade, poderão potenciar a construção de relacionamento intercultural, designadamente no interior do campus universitário. Estes dois pólos não são incompatíveis e é a conjugação dos dois que tem impulsionado o desenvolvimento de diversas iniciativas nos três contextos de acção institucional (por exemplo, a criação de Cursos Livres em variadas línguas, a participação em redes investigativas internacionais de excelência, a realização de actividades de fomento do contacto intercultural no campus), iniciativas estas que poderão concorrer de forma determinante para uma reflexão institucional acerca da importância das línguas e do plurilinguismo nas actividades universitárias. É com o objectivo de potenciar essa reflexão (-acção), e partindo dos nossos resultados, que traçamos, no final do estudo, alguns eixos transversais sobre as potencialidades da acção das IES no desenvolvimento de dinâmicas capazes de promover o plurilinguismo e políticas linguísticas de teor plurilingue, organizados em dois níveis: conceptualização da estratégia institucional e acção. No âmbito do primeiro eixo, apontamos para a necessidade de se desenvolver um locus de discussão e reflexão institucional acerca do plurilinguismo nas IES e de se potenciar a relação entre dimensão estratégica institucional e as línguas; no segundo nível – o da acção – invocamos a importância da exploração do plurilinguismo e da diversidade linguístico-cultural existente no campus e o valor do contexto da formação enquanto impulsor da promoção do plurilinguismo nas instituições universitárias.

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

New perspectives in the use of ink evidence in forensic science: Part I. Development of a quality assurance process for forensic ink analysis by HPTLC

The level of information provided by ink evidence to the criminal and civil justice system is limited. The limitations arise from the weakness of the interpretative framework currently used, as proposed in the ASTM 1422-05 and 1789-04 on ink analysis. It is proposed to use the likelihood ratio from the Bayes theorem to interpret ink evidence. Unfortunately, when considering the analytical practices, as defined in the ASTM standards on ink analysis, it appears that current ink analytical practices do not allow for the level of reproducibility and accuracy required by a probabilistic framework. Such framework relies on the evaluation of the statistics of the ink characteristics using an ink reference database and the objective measurement of similarities between ink samples. A complete research programme was designed to (a) develop a standard methodology for analysing ink samples in a more reproducible way, (b) comparing automatically and objectively ink samples and (c) evaluate the proposed methodology in a forensic context. This report focuses on the first of the three stages. A calibration process, based on a standard dye ladder, is proposed to improve the reproducibility of ink analysis by HPTLC, when these inks are analysed at different times and/or by different examiners. The impact of this process on the variability between the repetitive analyses of ink samples in various conditions is studied. The results show significant improvements in the reproducibility of ink analysis compared to traditional calibration methods.

Escape and connection : a phenomenological investigation into the meaning of an after-school program for adolescent boys

The purpos e of this phenomenological research is to explore the meaning of a YMCA-sponsored after-school recreation program in the lives of four adolescent boys. Listening to youth voice is impor t ant to the ability of othe r s to design, implement and evaluate high-quality programs tha t facilitate learning opportunities tha t a r e meaningful to participants. Within the context of interviews, task-based activities we r e used to ga the r data. Guided by Creswell's analytic spiral (1998), data wa s analyzed according to van Manen's (1990) thematic analysis and Caeilli's (2000) creative narrative analysis. It wa s found tha t this after-school progr am provided the s e adolescents with the opportunity to escape from the i r monotonous after-school activities and the instability of the i r home and school environments. Also, they we r e connected wi th positive peers, caring adults and the wide r community, opportunities tha t we r e limited in othe r aspects of the i r lives. Methodological issues a r e also discussed.

Retrospective on the Experience of Parental Pressure and Support by Male Participants that Withdrew from Competitive Youth Hockey: A Phenomenological Investigation

The purpose of this study was to gain an in-depth understanding of the lived experiences of parental pressure and support for males who withdrew from competitive youth hockey. A phenomenological approach was used to explore this phenomenon and develop meaning from the participants' experiences. Data for this study was collected by conducting one in-depth interview with each of the seven participants. Fourteen themes emerged as a result of the data analysis. These themes were grouped into three clusters: (1) Description of parental involvement: “I want them to be there and help me”; (2) Perceived impacts of parental involvement: “I felt like he actually cared”; and (3) Impact of parental involvement on commitment: “I kind of miss hockey now”. The descriptions provided by the participants in this study, and the themes that emerged, offer insight into what it is like for young males to experience parental involvement in competitive youth hockey.