The temporal pattern of customer satisfaction: a construal-level approach

Customer satisfaction has been traditionally studied and measured regardless of the time elapsed since the purchase. Some studies have recently reopened the debate about the temporal pattern of satisfaction. This research aims to explain why “how you evaluate a service depends on when you evaluate it” on the basis of the theoretical framework proposed by Construal-Level Theory (CLT). Although an empirical investigation is still lacking, the literature does not deny that CLT can be applied also with regard to past events. Moreover, some studies support the idea that satisfaction is a good predictor of future intentions, while others do not. On the basis of CLT, we argue that these inconsistent results are due to the different construal levels of the information pertaining to retrospective and prospective evaluations. Building on the Two-Factor Theory, we explain the persistence of certain attributes’ representations over time according to their relationship with overall performance. We present and discuss three experiments and one field study that were conducted a) to test the extensibility of CLT to past events, b) to disentangle memory and construal effects, c) to study the effect of different temporal perspective on overall satisfaction judgements, and d) to investigate the temporal shift of the determinants of customer satisfaction as a function of temporal distance.

Client VoIP su Windows Mobile

Quando si parla di VoIP ci si riferisce ad un insieme di protocolli di comunicazione, tecnologie e metodi di trasmissione che permettono di effettuare conversazioni telefoniche attraverso reti a commutazione di pacchetto basata su IP, come Internet. Si tratta di una tecnologia che ha subito un forte crescita sia in ambito lavorativo che in ambito privato, questo fenomeno è in maggior parte dovuto al successo di applicazioni commerciali come Skype. Anche i dispositivi mobili hanno avuto un grande sviluppo e diffusione, sono passati da essere semplici telefoni cellulari a dispositivi in grado di fornire all’utente funzionalità avanzate come ad esempio navigazione internet, posta elettronica, riproduzione video, possibilità di installare applicazioni aggiuntive. Inoltre anche le reti dati sono migliorate in maniera considerevole negli ultimi anni, offrendo agli utenti una larghezza di banda sempre maggiore anche in mobilità. Tutti questi fattori hanno portato ad una crescente richiesta di applicazioni per dispositivi mobili in grado di sfruttare il VoIP. Per questi motivi si è deciso di progettare e sviluppare un applicazione VoIP per Windows Mobile, che offra tutte le funzioni necessarie ad un uso completo del VoIP e con un’interfaccia utente sia di facile utilizzo, per permettere anche agli utenti meno esperti di poter utilizzare la tecnologia VoIP

Design, development and first evaluation of a client/server system for managing and querying linguistic corpora

This thesis is concerned with the role played by software tools in the analysis and dissemination of linguistic corpora and their contribution to a more widespread adoption of corpora in different fields. Chapter 1 contains an overview of some of the most relevant corpus analysis tools available today, presenting their most interesting features and some of their drawbacks. Chapter 2 begins with an explanation of the reasons why none of the available tools appear to satisfy the requirements of the user community and then continues with technical overview of the current status of the new system developed as part of this work. This presentation is followed by highlights of features that make the system appealing to users and corpus builders (i.e. scholars willing to make their corpora available to the public). The chapter concludes with an indication of future directions for the projects and information on the current availability of the software. Chapter 3 describes the design of an experiment devised to evaluate the usability of the new system in comparison to another corpus tool. Usage of the tool was tested in the context of a documentation task performed on a real assignment during a translation class in a master's degree course. In chapter 4 the findings of the experiment are presented on two levels of analysis: firstly a discussion on how participants interacted with and evaluated the two corpus tools in terms of interface and interaction design, usability and perceived ease of use. Then an analysis follows of how users interacted with corpora to complete the task and what kind of queries they submitted. Finally, some general conclusions are drawn and areas for future work are outlined.

Patient-Therapeut-Bindung bei Drogenabhängigen: Instrumentenvalidierung und Therapieevaluation

In der vorliegenden Arbeit wird zum einen ein Instrument zur Erfassung der Patient-Therapeut-Bindung validiert (Client Attachment to Therapist Scale, CATS; Mallinckrodt, Coble & Gantt, 1995), zum anderen werden Hypothesen zu den Zusammenhängen zwischen Selbstwirksamkeitserwartung, allgemeinem Bindungsstil, therapeutischer Beziehung (bzw. Therapiezufriedenheit), Patient-Therapeut-Bindung und Therapieerfolg bei Drogen-abhängigen in stationärer Postakutbehandlung überprüft. In die Instrumentenvalidierung (einwöchiger Retest) wurden 119 Patienten aus 2 Kliniken und 13 Experten einbezogen. Die Gütekriterien des Instrumentes fallen sehr zufriedenstellend aus. An der naturalistischen Therapieevaluationsstudie (Prä-, Prozess-, Post-Messung: T0, T1, T2) nahmen 365 Patienten und 27 Therapeuten aus 4 Kliniken teil. Insgesamt beendeten 44,1% der Patienten ihren stationären Aufenthalt planmäßig. Auf Patientenseite erweisen sich Alter und Hauptdiagnose, auf Therapeutenseite die praktizierte Therapierichtung als Therapieerfolgsprädiktoren. Selbstwirksamkeitserwartung, allgemeiner Bindungsstil, Patient-Therapeut-Bindung und Therapiezufriedenheit eignen sich nicht zur Prognose des Therapieerfolgs. Die zu T0 stark unterdurchschnittlich ausgeprägte Selbstwirksamkeits-erwartung steigert sich über den Interventionszeitraum, wobei sich ein Moderatoreffekt der Patient-Therapeut-Bindung beobachten lässt. Es liegt eine hohe Prävalenz unsicherer allgemeiner Bindungsstile vor, welche sich über den Therapiezeitraum nicht verändern. Die patientenseitige Zufriedenheit mit der Therapie steigt von T1 zu T2 an. Die Interrater-Konkordanz (Patient/Therapeut) zur Einschätzung der Patient-Therapeut-Bindung erhöht sich leicht von T1 zu T2. Im Gegensatz dazu wird die Therapiezufriedenheit von Patienten und Therapeuten zu beiden Messzeitpunkten sehr unterschiedlich beurteilt. Die guten Testgütekriterien der CATS sprechen für eine Überlegenheit dieses Instrumentes gegenüber der Skala zur Erfassung der Therapiezufriedenheit. Deshalb sollte die Patient-Therapeut-Bindung anhand dieses Instrumentes in weiteren Forschungsarbeiten an anderen Patientenkollektiven untersucht werden, um generalisierbare Aussagen zur Validität treffen zu können.

Sistema client-server per la gestione di dati georeferenziati raccolti via crowdsourcing

Questa tesi descrive un sistema Client Server che ricava dagli smartphone, tramite modello crowdsourcing e crowdsensing, posizioni che successivamente verranno georeferenziate sulla mappa con lo scopo di favorire l'accessibilità urbana.

Dynamic Adaptive Streaming over Http: implementazione e analisi sperimentale di algoritmi di rate adaptation su client Android

Il lavoro svolto in questa tesi consiste nell'implementare un'applicazione Android per lo streaming video, conforme allo standard MPEG-DASH. L'obiettivo è quello di fornire un valido strumento al fine di eseguire delle analisi sperimentali su algoritmi particolari, detti di rate adaptation. MPEG-Dynamic Adaptive Streaming over Http è uno standard emergente ed è considerato da molti il futuro dello streaming multimediale. Questa tecnologia consente di auto-regolare la qualità del video in base alle condizioni della rete, la capacità del dispositivo o le preferenze dell'utente. Inoltre, essendo uno standard, permette di rendere interoperabili i server e i device dei vari fornitori di contenuti multimediali. Nei primi capitoli introduttivi verrà presentato lo standard e i lavori correlati, successivamente verrà descritta la mia proposta applicativa: DashPlayer. In conclusione, verrà compiuta una valutazione sperimentali sugli algoritmi sopracitati che costituiscono la parte logico-funzionale dell'applicazione.

Patient satisfaction with care in the intensive care unit: can we rely on proxies?

To investigate whether next of kin can be addressed as proxy to assess patients' satisfaction with care in the intensive care unit (ICU).

Family satisfaction with critical care: measurements and messages

PURPOSE OF REVIEW: Family satisfaction in the ICU reflects the extent to which perceived needs and expectations of family members of critically ill patients are met by healthcare professionals. Here, we present recently developed tools to assess family satisfaction, with a special focus on their psychometric properties. Assessing family satisfaction, however, is not of much use if it is not followed by interpretation of the results and, if needed, consecutive measures to improve care of the patients and their families, or improvement in communication and decision-making. Accordingly, this review will outline recent findings in this field. Finally, possible areas of future research are addressed. RECENT FINDINGS: To assess family satisfaction in the ICU, several domains deserve attention. They include, among others, care of the patient, counseling and emotional support of family members, information and decision-making. Overall, communication between physicians or nurses and members of the family remains a key topic, and there are many opportunities to improve. They include not only communication style, timing and appropriate wording but also, for example, assessments to see if information was adequately received and also understood. Whether unfulfilled needs of individual members of the family or of the family as a social system result in negative long-term sequels remains an open question. SUMMARY: Assessing and analyzing family satisfaction in the ICU ultimately will support healthcare professionals in their continuing effort to improve care of critically ill patients and their families.