Simple home repairs...inside.

"November 1979"--T.p. verso.

Does the employee–customer satisfaction link hold for all employee groups?

Increasingly, retailers nowadays have to focus on service marketing strategies and tactics to differentiate themselves from their competitors. Delivering high levels of service quality becomes crucial for long-term success. Since customers' perception of service quality depends very much on the interaction between the customer and the employee, this study analyzes the link between employee and customer satisfaction in more detail. Moreover, based on three different theories that prior research has used, it investigates whether or not the level of customer contact is a determinant of the existence or the intensity of the employee–customer satisfaction link. Analysis of dyadic data from 53,645 customers and 1659 employees across 99 outlets of a large German Do-It-Yourself (DIY)-retailer shows that employee job satisfaction affects customer satisfaction even for employee groups that are not in direct interaction with customers, although effects seem to be slightly stronger for high interaction groups. Implications for research and management are discussed.

An examination of moderator effects in the four-stage loyalty model

Oliver’s 1997 four-stage loyalty model proposes that loyalty consists of belief, affect, intention, and action. Although this loyalty model has recently been subject to empirical examination, the issue of moderator variables has been largely neglected. This article fills that void by analyzing the moderating effects of selected personal and situational characteristics, using a sample of 888 customers of a large do-it-yourself retailer. The results of multi-group causal analysis suggest that these moderators exert an influence on the development of the different stages of the loyalty sequence. Specifically, age, income, education and expertise, price orientation, critical incident recovery, and loyalty card membership are found to be important moderators of the links in the four-stage loyalty model. Limitations of the study are outlined, and implications for both research and managerial practice are discussed.

Switching barriers in the four-stage loyalty model

Oliver (1997) suggests a four-stage loyalty model proposing that loyalty consists of belief, affect, intentions, and action. Although this model has recently been subject to empirical examination, the issue of moderator variables has been largely neglected. This article fills that void by analyzing the moderating effects of switching barriers, using a sample of 589 customers of a large do-it-yourself (DIY) retailer. The results suggest that these moderators exert an influence on the development of the different stages of the loyalty sequence. Specifically, switching costs, social benefits, and attractiveness of alternatives are found to be important moderators of the links in the four-stage loyalty model.

Customer equity drivers and future sales

Research on linking operational marketing inputs to customer attitudes and customer behavior has been gaining significance concomitant with the growing recognition that customers are market-based assets. In response to this, researchers and practitioners have proposed several conceptual models. Despite recent advances in research, the results are still inconclusive as to the relationship between customer attitude and future sales. A reason for this could be due to the paucity of studies combining survey-based data with behavioral data to understand better the drivers of customer behavior. With that in mind, the authors investigate the effects of customer perceptions of key marketing actions on customer attitudes and actual customer behavior as reflected by future sales. The authors propose that customer perceptions of value, brand, and relationship—“customer equity drivers”—affect loyalty intentions and future sales. The results of the study, which is based on a sample of 5694 customers of a large European do-it-yourself retailer, suggest that customer equity drivers can significantly predict future sales, even after the authors control for the current sales level.

El rol del medialab en la Educación Artística Superior pública ecuatoriana: primeras experiencias en arte, ciencia y tecnología

La educación artística universitaria pública en el Ecuador adolece de materias ligadas al estudio del espacio convergente actual entre arte, ciencia y tecnología y sus respectivas prácticas creativas. Ante esta situación, que denota cierto anquilosamiento bajo técnicas y perfiles tradicionales, son los nuevos medialabs creados en los últimos años en el contexto de las Facultades de Arte de la Universidad de Cuenca y de la Universidad Central del Ecuador (Quito), los que vienen implementando las primeras prácticas en este sentido, cubriendo así las carencias curriculares de dichas carreras en lo que a cultura digital, arte y nuevos medios se refiere. Este estudio analiza las características de estos centros y la metodología seguida para introducir el arte y las nuevas tecnologías de forma pionera en el país. 

La costruzione condivisa dello spazio pubblico. Architettura e programmi sociali per Zingonia.

L’innovazione non è solamente l’applicazione e l’uso di nuovi device tecnologici ma, anche, un nuovo approccio capace di gestire le sfide sociali delle nostre città. In esse gli spazi pubblici sono i luoghi che per primi possono essere portatori di nuovi valori, nuovi modi di vivere e di agire sulle città. Sono spazi di sperimentazione dove possiamo imparare ad interagire con (e rispettando) i diversi attori. L’intervento architettonico in questi ambiti diventa il mezzo per favorire l’evoluzione positiva dell’attuale stato fisico e sociale. La progettazione si sta, però, evolvendo trasformandosi sempre più in una strategia in grado di apprendere dagli eventi e dalle contingenze. Gli interventi proposti nella mia tesi di laurea, seguendo questo approccio, vogliono portare una riqualificazione degli spazi urbani pubblici di Zingonia, una realtà estremamente complessa e stimolante. Zingonia è nata come New town nel 1964 ed oggi appare come un quartiere metropolitano degradato e pericoloso senza Comune, una periferia senza centro, uno dei più sorprendenti e complessi laboratori d’immigrazione in Italia. L’insieme di piccoli interventi proposti sono azioni che vogliono incrementare la percezione di un luogo “sicuro”, tentando di abbassare alcune barriere mentali e fisiche. I risultati concreti di questi interventi sono altrettanto importanti quanto i risultati sociali e psicologici percepiti dai partecipanti. La strategia adottata prevede il coinvolgimento degli user in tutto il processo, promuovendo interventi di autocostruzione “DIY-Do it yourself”. Questo approccio è rilevante perchè l’azione di creazione genera un legame molto importante con lo spazio e attiva il dialogo con gli altri partecipanti che è alla base dello sviluppo di una comunità. Le persone vengono così coinvolte in un educazione pratica dell’estetica del paesaggio diventando consapevoli del proprio potere nel cambiare ciò che le circonda.

"IT IS GOOD TO PROTECT YOURSELF FROM EVIL": CARNIVAL, MEDIA AND SEXUAL DISEASES PREVENTIVE DISCOURSE

In this paper it is intended to analyzesexual diseases preventive discourse (SDPD) - placing it in relation to production conditions that make possible its appearance. In this sense, carnival is perceived as a period in which incentive campaigns – that try to convince the population about the importance of using condoms - are intensified. Carnival constitutes the deflagrated element that emphasizes SDPD discourse in media. It is intended to investigate network of memories that produce sense effects. As analysis materiality,it was selected the samba Vamosvestir a camisinha, meuamor.that was presented by Acadêmicos do Grande Rio Samba School in 2004, also presented by the Health Ministry informative campaign, about using of condom, carried  out by televised media in 2012 carnival. In addition, reading gesture – about the mentioned samba – aims to investigate the measurement that discourse incorporation occurs about SDPD prevention, in public power educative campaigns – especially in Helth Ministry.

Losing yourself in the moment

A travel article about Thailand, following a journey from Bangkok to Khanom. DEPENDING on how you look at it, you're either hopelessly lost or about to enjoy some fascinating adventures off the usual tourist tracks, as Kari Gislason discovers. One of the great lessons of travel is that getting lost is usually better than getting found. There are various ways of achieving this. I, for one, seem to manage getting lost most easily when I have a map in my hands...

Things you don't want to know about yourself: Ambivalence about tracking and sharing personal information for behaviour change

Technologies that facilitate the collection and sharing of personal information can feed people's desire for enhanced self-knowledge and help them to change their behaviour, yet for various reasons people can also be reluctant to use such technologies. This paper explores this tension through an interview study in the context of smoking cessation. Our findings show that smokers and recent ex-smokers were ambivalent about their behaviour change as well as about collecting personal information through technology and sharing it with other users. We close with a summary of three challenges emerging from such ambivalence and directions to address them.

"Poster yourself": a construção colaborativa e multimédia do conhecimento no Ensino Precoce de Inglês

Mestrado em Ensino Precoce do Inglês

Protect yourself from Predatory Publishers: Tips for staying safe in Scholarly Publishing

Presented at Brock Library Spring Symposium 2015: What's really going on?

The dark side of the internet:protecting yourself and your family from online criminals

In less than a decade, personal computers have become part of our daily lives. Many of us come into contact with computers every day, whether at work, school or home. As useful as the new technologies are, they also have a darker side. By making computers part of our daily lives, we run the risk of allowing thieves, swindlers, and all kinds of deviants directly into our homes. Armed with a personal computer, a modem and just a little knowledge, a thief can easily access confidential information, such as details of bank accounts and credit cards. This book helps people avoid harm at the hands of Internet criminals. It offers a tour of the more dangerous parts of the Internet, as the author explains who the predators are, their motivations, how they operate and how to protect against them. In less than a decade, personal computers have become part of our daily lives. Many of us come into contact with computers every day, whether at work, school or home. As useful as the new technologies are, they also have a darker side. By making computers part of our daily lives, we run the risk of allowing thieves, swindlers, and all kinds of deviants directly into our homes. Armed with a personal computer, a modem and just a little knowledge, a thief can easily access confidential information, such as details of bank accounts and credit cards. This book is intended to help people avoid harm at the hands of Internet criminals. It offers a tour of the more dangerous parts of the Internet, as the author explains who the predators are, their motivations, how they operate and how to protect against them. Behind the doors of our own homes, we assume we are safe from predators, con artists, and other criminals wishing us harm. But the proliferation of personal computers and the growth of the Internet have invited these unsavory types right into our family rooms. With a little psychological knowledge a con man can start to manipulate us in different ways. A terrorist can recruit new members and raise money over the Internet. Identity thieves can gather personal information and exploit it for criminal purposes. Spammers can wreak havoc on businesses and individuals. Here, an expert helps readers recognize the signs of a would-be criminal in their midst. Focusing on the perpetrators, the author provides information about how they operate, why they do it, what they hope to do, and how to protect yourself from becoming a victim.