Customer value assessment in business markets

Understanding how firms create, communicate, and deliver value to customers is a key factor when firms seek to differentiate in increasingly competitive and commoditized business markets. As product and price have become less important differentiators in many industries, suppliers are increasingly seeking ways to differentiate themselves based on delivered customer value. Therefore, to gain a holistic understanding on what their offerings are worth to the customer, suppliers need to conduct customer value assessment, which quantifies the impact of a supplier´s offering to customers’ costs and returns. However, from a managerial perspective, customer value assessment is the single most critical challenge for firms in business markets. Consequently, developing holistic frameworks for customer value assessment is seen as one of the most important research priorities for marketing research. The purpose of this study is to explore the process of customer value assessment in business markets. Business markets represent a context where an increasing number of industrial firms are transitioning from basic product offerings towards service-based and solution-oriented hybrid offerings, which emphasize value co-creation and realization in the long term, thus making it difficult to quantify their monetary value. This study employs exploratory and qualitative research design by applying inductive and discovery-oriented grounded theory and multiple case research methods. The empirical data comprise interviews with 61 managers from 12 industrial firms, including seven best practice firms in customer value assessment. The findings of this study show that customer value assessment is essentially a crossfunctional process, which involves several organizational functions. The process begins well before and continues long after the actual delivery, often until the end of a supplier´s offering’s life-cycle. Furthermore, the findings shed light on alternative strategies that firms in business markets can adopt to implement the customer value assessment process. Overall, the findings contribute to customer value research, the sales and organizational management literature, the service marketing and solutions business literature, and suggest several managerial implications on how firms in business markets can adopt a holistic approach to assess value created for customers.

Expression of c-erbB-2, p53 and c-myc proteins in male breast carcinoma: Comparison with traditional prognostic factors and survival

There are few data evaluating biological markers for men with breast cancer. The purpose of the present study was to analyze the expression of the oncogenes c-erbB-2 and c-myc and of the suppressor gene p53 by immunohistochemical techniques in archival paraffin-embedded tissue blocks of 48 male breast cancer patients, treated at the A.C. Camargo Cancer Hospital, São Paulo, SP, Brazil. The results were compared with clinicopathological prognostic features. Immunopositivity of c-erbB-2, p53 and c-myc was detected in 62.5, 16.7 and 20.8% of the cases analyzed, respectively. Estrogen and progesterone receptors were positive in 75 and 69% of the cases, respectively. Increasing staging was statistically associated with c-erbB-2 (P = 0.04) and weakly related to p53 positivity (P = 0.06). No significant correlation between specific survival rate (determined by the log rank test) and the molecular markers analyzed was found, whereas the number of compromised lymph nodes and advanced TNM (tumor, node, metastasis) staging were associated with diminished survival.

Study on Customer Perceived Value of Container Loading Equipment

The goal of the thesis was to gain understanding of organizational buying behavior and its effect from the selling perspective and to generate base for verifying customer value propositions for Actiw Oy. The first objective was to discover the current buying decision criteria of current customers to understand the buying motives which had led to the investment initially. Second objective was to understand how the buying decision criteria and customer experiences can be turned into customer value propositions. Research was done with 16 customer interviews, which were focused on obtaining the information on the buying center and the value of the solution. Thesis goes through the main theories of OBB and the theory behind customer value management. Based on customer interviews, the currently used customer value propositions were tested and categorized into points-of-parities and points-ofdifferences. The interviews confirmed customer behavior in new task and modified rebuy situations and also gave confirmation to the internally done customer value propositions. Main finding of the study was, that as the value propositions are possible to present more specifically to each new case instead of using all benefits at the same time.

Introducing the concept of critical Fo in batch heat processing

The determination of the sterilization value for low acid foods in retorts includes a critical evaluation of the factory's facilities and utilities, validation of the heat processing equipment (by heat distribution assays), and finally heat penetration assays with the product. The intensity of the heat process applied to the food can be expressed by the Fo value (sterilization value, in minutes, at a reference temperature of 121.1 °C, and a thermal index, z, of 10 °C, for Clostridium botulinum spores). For safety reasons, the lowest value for Fo is frequently adopted, being obtained in heat penetration assays as indicative of the minimum process intensity applied. This lowest Fo value should always be higher than the minimum Fo recommended for the food in question. However, the use of the Fo value for the coldest can fail to statistically explain all the practical occurrences in food heat treatment processes. Thus, as a result of intense experimental work, we aimed to develop a new focus to determine the lowest Fo value, which we renamed the critical Fo. The critical Fo is based on a statistical model for the interpretation of the results of heat penetration assays in packages, and it depends not only on the Fo values found at the coldest point of the package and the coldest point of the equipment, but also on the size of the batch of packages processed in the retort, the total processing time in the retort, and the time between CIPs of the retort. In the present study, we tried to explore the results of physical measurements used in the validation of food heat processes. Three examples of calculations were prepared to illustrate the methodology developed and to introduce the concept of critical Fo for the processing of canned food.

Value Creation of Professional Services

The aim of this qualitative thesis is to research, how professional services create value, and what are the key factors affecting on this process. A model describing value creation process in professional services will be explained, based on the existing literature and three in depth discussions with professional service representatives. Professional services are such services that are tend to base on problem solving and require high skills and knowledge of a professional. These services often have a consultative or an advisory nature, and they often involve both client and a company in service process. As the service is often delivered in somewhat collaboration so is the value created. The results of this thesis revealed that value is created in collaboration or co-operation in professional services. Therefore, value co-creation, as a concept, is exact to describe the value creation process in professional services. This thesis also revealed that value is co- created in continuous communication between a client and a company and no value or only a little value can be created if there is no effective communication during the professional service process.

Ni hypersexualisées ni voilées ! Tensions et enjeux croisés dans les discours sur l’hypersexualisation et le port du voile «islamique» au Québec

Cette thèse identifie une cooccurrence des discours à propos de l’hypersexualisation des jeunes filles et ceux concernant le port du voile islamique qui sont, depuis quelques années, au cœur des préoccupations sociales au Québec comme ailleurs en Occident. Plus spécifiquement, elle propose une « économie générale des discours » (Foucault, 1976) contemporains sur l’hypersexualisation et le port du voile, dans une perspective conjoncturelle, par et à travers trois contextes d'analyse particuliers : féministe, médiatique et public. Elle démontre comment l’hypersexualisation et le port du voile sont problématisés (Foucault, 2001/1984), c'est-à-dire qu’ils sont posés comme nouveaux problèmes sociaux engendrant et cristallisant bon nombre de craintes et d’anxiétés contemporaines. Ainsi, la thèse est composée de trois chapitres centraux qui reprennent chacun des contextes de problématisation identifiés. Le chapitre intitulé « Féminisme(s) et égalité des sexes », avance que l’égalité des sexes est invoquée comme valeur moderne, féministe et québécoise par excellence et qu’elle participe, à ce titre, de la problématisation du port du voile et de l’hypersexualisation. Le chapitre suivant, « Médias, diversité et (hyper) visibilité », concentre l’analyse sur les médias et la culture populaire, à la fois sujets énonciateurs, régimes et objets de discours, participant à construire et à délimiter l’adolescence et la religion/culture musulmane comme des mondes à part, mystérieux, tout en les exposant au public. Enfin, à partir d’une analyse des discours publics à propos de l’hypersexualisation et du port du voile, le chapitre intitulé « Laïcité, sexualité et neutralité » met en lumière les façons par lesquelles ces problèmes sont constitutifs de chartes, de codes et d’autres formes de règlementations qui viennent non seulement normaliser mais également discipliner la conduite de chacun, au nom du bien commun et de la neutralité de l’État. Un « Retour sur la conjoncture » vient conclure la thèse en mettant en lumière certains éléments conjoncturels qui traversent ses principaux chapitres, dont les questions du consensus et de l’extrême.

One-sided jet at milliarcsecond scales in LS I +61˚ 303

We present Very Long Baseline Interferometry (VLBI) observations of the high mass X-ray binary LS I +61˚303, carried out with the European VLBI Network (EVN). Over the 11 hour observing run, performed ~10 days after a radio outburst, the radio source showed a constant flux density, which allowed sensitive imaging of the emission distribution. The structure in the map shows a clear extension to the southeast. Comparing our data with previous VLBI observations we interpret the extension as a collimated radio jet as found in several other X-ray binaries. Assuming that the structure is the result of an expansion that started at the onset of the outburst, we derive an apparent expansion velocity of 0:003 c, which, in the context of Doppler boosting, corresponds to an intrinsic velocity of at least 0:4 c for an ejection close to the line of sight. From the apparent velocity in all available epochs we are able to establish variations in the ejection angle which imply a precessing accretion disk. Finally we point out that LS I +61˚303, like SS 433 and Cygnus X-1, shows evidence for an emission region almost orthogonal to the relativistic jet

Impacto de las normas de ecoetiquetado de Japón y La Unión Europea, y la posición de Estados Unidos en este aspecto, en las exportaciones de organismos genéticamente modificados canadienses, en los últimos 10 años

La hipótesis de este trabajo de grado es el desarrollo de definiciones estándares de Estados Unidos, Japón y la Unión Europea en materia de ecoetiquetado, han dificultado el crecimiento de las exportaciones de Organismos Genéticamente Modificados canadienses y la aplicación de su estrategia

Utilidad de las relaciones estratégicas comunitarias y el marketing en la administración de negocios con clientes corporativos

Este trabajo de grado propone identificar la utilidad de las relaciones estratégicas comunitarias y el marketing en la administración de negocios con clientes corporativos, también se toman en cuenta conceptos como el marketing organizacional y relacional, estos conceptos ayudan en la investigación a determinar relaciones estratégicas entre las empresas, y el beneficio que estas le generan a las corporaciones; para así fomentar la implementación de estas estrategias en a las empresas a nivel nacional e internacional, así mismo, identificar el concepto de comunidad que tienen los clientes corporativos y como este concepto se puede adaptar al entorno que los rodea. Con el fin de entender las funciones y características de un cliente corporativo, así como su comportamiento, los objetivos específicos de la investigación son describir las estrategias de marketing en la administración de negocios con clientes corporativos, determinar si existe el concepto de comunidad en la administración de negocios con clientes corporativos y determinar si se utilizan relaciones estratégicas comunitarias en la administración de negocios con clientes corporativos. La metodología que se planteó usar fue teórica-conceptual, teniendo en cuenta el marketing y las relaciones estratégicas comunitarias de los clientes corporativos. Llevando la investigación al ámbito de la gerencia y dirección, los resultados que se obtuvieron gracias a la investigación, ayudaran a potenciar la dirección de las empresas, donde se evalué la verdadera utilidad de las estrategias basadas en las relaciones comunitarias y marketing en los negocios con clientes corporativos. Las estrategias comunitarias y el marketing influencian de manera directa las relaciones de las compañias con sus clientes corporativos, debido a que marketing nos permite extender la relación y generar una utilidad a futuro entre ambas partes. De la investigación se concluye que las empresas que logran crear estrategias comunitarias y relaciones estrechas entre ellas, tienden a tener mejores utilidades en el largo plazo y ser empresas más sostenibles.

La modulación de los efectos en el tiempo de las sentencias de nulidad de los actos administrativos en Colombia

El presente trabajo realiza un análisis sobre los diferentes fundamentos que ante la falta de regulación legal, nuestra jurisprudencia ha invocado para atribuirle efectos retroactivos –ex tunc- o efectos a futuro –ex nunc- a las sentencias de nulidad de los actos administrativos, los cuales van desde la asimilación de éste con el acto jurídico civil, hasta la pretendida identidad del acto administrativo general con la ley, todo enmarcado dentro de lo que se ha entendido por situaciones jurídicas consolidadas. Este estudio demuestra que la retroactividad o no retroactividad, no es una condición necesaria o automática de las sentencias de nulidad de los actos administrativos, porque tal idea anula reflexiones importantes que tienen que ver con la ponderación de principios básicos como la garantía de eficacia de los derechos fundamentales, la seguridad jurídica, la justicia material, la confianza legítima y la igualdad. Se impone así entender que los efectos temporales de las sentencias no se derivan de alguna formalidad del proceso, ni de la naturaleza del acto administrativo, ni del tipo de sentencia; estos son más bien una de las herramientas para que el juez a través de la modulación en cada caso, pueda darle eficacia a su sentencia y cumplir con las obligaciones que le impone la Constitución y la ley, que no son otras que garantizar la protección de derechos fundamentales y preservar el orden jurídico.

Análisis sobre los obstáculos para la construcción de una política pública penitenciaria en Colombia (1998-2014)

Desde 1998 la Corte Constitucional ha declarado en dos ocasiones “el estado de las cosas inconstitucional” ante las precarias condiciones del Sistema Nacional Penitenciario y Carcelario (SNPC), sin embargo, los esfuerzos institucionales por superar dicho estado han tenido efectos nulos o limitados. Prueba de ello son las altas tasas de hacinamiento y reincidencia que siguen manifestándose crónicamente por el deficiente funcionamiento del sistema. Precisamente este diagnóstico con alternativas de solución presume que esta situación se debe a la ausencia de una política pública integral, al partir de la identificación de los principales obstáculos para la construcción de una política pública penitenciaria en Colombia entre los años de 1998 y 2014. El ejercicio antes mencionado se apoya en la utilización de dos herramientas metodológicas a saber: el análisis estructural “MICMAC” y el análisis de involucrados. De los resultados arrojados por estos métodos se elaboran así mismo tres recomendaciones sobre política pública penitenciaria.

Automatic keyphrase extraction: a comparison of methods

There are many published methods available for creating keyphrases for documents. Previous work in the field has shown that in a significant proportion of cases author selected keyphrases are not appropriate for the document they accompany. This requires the use of such automated methods to improve the use of keyphrases. Often the keyphrases are not updated when the focus of a paper changes or include keyphrases that are more classificatory than explanatory. The published methods are all evaluated using different corpora, typically one relevant to their field of study. This not only makes it difficult to incorporate the useful elements of algorithms in future work but also makes comparing the results of each method inefficient and ineffective. This paper describes the work undertaken to compare five methods across a common baseline of six corpora. The methods chosen were term frequency, inverse document frequency, the C-Value, the NC-Value, and a synonym based approach. These methods were compared to evaluate performance and quality of results, and to provide a future benchmark. It is shown that, with the comparison metric used for this study Term Frequency and Inverse Document Frequency were the best algorithms, with the synonym based approach following them. Further work in the area is required to determine an appropriate (or more appropriate) comparison metric.

The National Audit Office uses OR to assess the value for money of public services

Supreme audit institutions (SAIs) have an important role in assessing value for money in the delivery of public services. Assessing value for money necessarily involves assessing counterfactuals: good value for money has been achieved if a policy could not reasonably have been delivered more efficiently, effectively, or economically. Operations research modelling has the potential to help in the assessment of these counterfactuals. However, is such modelling too arcane, complex, and technically burdensome for organisations that, like SAIs, operate in a time- and resource-constrained and politically charged environment? We report on three applications of modelling at the UK's SAI, the National Audit Office, in the context of studies on demand management in tax collection, end-of-life care, and health-care associated infections. In all cases, the models have featured in the audit reports and helped study teams come to a value-for-money judgment. We conclude that OR modelling is indeed a valuable addition to the value-for-money auditor's methodological tool box.

Professionalism in digitally-mediated project work

Fieldwork in a major construction programme is used to examine what is meant by professionalism where large integrated digital systems are used to design, deliver, and maintain buildings and infrastructure. The increasing ‘professionalization’ of the client is found to change other professional roles and interactions in project delivery. New technologies for approvals and workflow monitoring are associated with new occupational groups; new kinds of professional accountability; and a greater integration across professional roles. Further conflicts also arise, where occupational groups have different understandings of project deliverables and how they are competently achieved. The preliminary findings are important for an increasing policy focus on shareable data, in order for building owners and operators to improve the cost, value, handover and operation of complex buildings. However, it will also have an impact on wider public decision-making processes, professional autonomy, expertise and interdependence. These findings are considered in relation to extant literatures, which problematize the idea of professionalism; and the shift from drawings to shareable data as deliverables. The implications for ethics in established professions and other occupational groups are discussed; directions are suggested for further scholarship on professionalism in digitally mediated project work to improve practices which will better serve society.

From projects into operations: lessons for data handover

Data from civil engineering projects can inform the operation of built infrastructure. This paper captures lessons for such data handover, from projects into operations, through interviews with leading clients and their supply chain. Clients are found to value receiving accurate and complete data. They recognise opportunities to use high quality information in decision-making about capital and operational expenditure; as well as in ensuring compliance with regulatory requirements. Providing this value to clients is a motivation for information management in projects. However, data handover is difficult as key people leave before project completion; and different data formats and structures are used in project delivery and operations. Lessons learnt from leading practice include defining data requirements at the outset, getting operations teams involved early, shaping the evolution of interoperable systems and standards, developing handover processes to check data rather than documentation, and fostering skills to use and update project data in operations