993 resultados para customer experience
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Interactions between stimuli's acoustic features and experience-based internal models of the environment enable listeners to compensate for the disruptions in auditory streams that are regularly encountered in noisy environments. However, whether auditory gaps are filled in predictively or restored a posteriori remains unclear. The current lack of positive statistical evidence that internal models can actually shape brain activity as would real sounds precludes accepting predictive accounts of filling-in phenomenon. We investigated the neurophysiological effects of internal models by testing whether single-trial electrophysiological responses to omitted sounds in a rule-based sequence of tones with varying pitch could be decoded from the responses to real sounds and by analyzing the ERPs to the omissions with data-driven electrical neuroimaging methods. The decoding of the brain responses to different expected, but omitted, tones in both passive and active listening conditions was above chance based on the responses to the real sound in active listening conditions. Topographic ERP analyses and electrical source estimations revealed that, in the absence of any stimulation, experience-based internal models elicit an electrophysiological activity different from noise and that the temporal dynamics of this activity depend on attention. We further found that the expected change in pitch direction of omitted tones modulated the activity of left posterior temporal areas 140-200 msec after the onset of omissions. Collectively, our results indicate that, even in the absence of any stimulation, internal models modulate brain activity as do real sounds, indicating that auditory filling in can be accounted for by predictive activity.
Adoption of an E-service Innovation and its Effects on Customer Service Processes in Forest Industry
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Tämän tutkielman tavoitteena oli selvittää miten asiakkaille suunnattu Internet –pohjainen palvelu muuttaa asiakaspalvelua metsäteollisuudessa, ja mitkä tekijät vaikuttavat tällaisen palvelun omaksumiseen. Tutkimuksesta ilmenee että muutokset asiakaspalvelussa ovat olleet asiakkaiden mielestä pääasiassa positiivisia. Selvisi, että uuden sovelluksen laatuun ollaan tyytyväisiä, mutta että kaikki asiakkaat eivät pidä sen etuja huomattavina verrattuna vanhoihin toimintatapoihin. Esimerkkiyrityksen oma henkilöstö ei keskimäärin koe sovellusta kovin hyödylliseksi oman työnsä kannalta. Jotta sovelluksen käyttöä ja mahdollisia hyötyjä esimerkkiyritykselle saataisiin lisättyä, on sovellukseen tehtävien parannusten lisäksi panostettava tehokkaampaan kommunikointiin ja lisäkoulutukseen asiakkaille. Lisäksi on löydettävä keinoja, joiden avulla asiakkaat kokisivat sovelluksen käytön itselleen edullisemmaksi kuin pitäytymisen vanhoissa toimintatavoissa. Edellä mainitun saavuttaminen edellyttää esimerkkiyrityksen asiakaspalvelu-henkilöstön ja operatiivisen johdon sitoutumista sovelluksen aktiiviseen markkinointiin asiakkaiden suuntaan. Tutkimuksen aineisto kerättiin haastatteluilla ja asiakkaille suunnatulla kyselylomakkeella käyttäen pääasiassa kvalitatiivisia menetelmiä. Haastatteluja tehtiin kahdessa esimerkkiyrityksen yksikössä, kolmessa myyntikonttorissa sekä kahden asiakasyrityksen yhteensä neljässä eri yksikössä. Kyselylomake lähetettiin 215 asiakaskäyttäjälle, joista 30 palautti lomakkeen. Palautusprosentiksi tuli 14.
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Tietokantamarkkinointi voi olla vain apuväline markkinointitoimenpiteiden suorittamisessa, mutta se voidaan toisaalta nähdä myös olennaisena osana asiakassuhdehallintaa. Tietokantamarkkinointi asiakassuhdehallinnan näkökulmasta tähtää asiakastyytyväisyyteen ja asiakasuskollisuuteen, sekä asiakassuhteen tuottavuuteen ja kannattavuuteen, mikä voidaan saavuttaa tehokkaan tiedonhallinnan avulla. Tämä mahdollistaa räätälöityjen toimenpiteiden suorittamisen ja tehostaa kohdentamista ja segmentointia, myös asiakkaiden tuottavuuden perusteella. Normatiivinen case-tutkimus, joka tehtiin Alankomaissa Eurooppalaisessa tietotekniikan lisäarvoa tuottavassa jälleenmyyntikanavassa osoittaa, että tietokantamarkkinointi etenkin asiakas- suhdehallinnan näkökulmasta olisi sopiva keino lisätä asiakastyytyväisyyttä ja –tuottavuutta. Se myös tehostaisi sisäisiä tietovirtoja ja markkinointitoimenpiteitä, kuten esimerkiksi markkinointiviestintää, kampanjanhallintaa ja myyntiprosesseja yritysten välisessä kaupankäynnissä.
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PURPOSE: The goal of the study was to assess the causes and analyze the cases of sudden cardiac death (SCD) victims referred to the department of forensic medicine in Lausanne, with a particular focus on sports-related fatalities including also leisure sporting activities. To date, no such published assessment has been done nor for Switzerland nor for the central Europe. METHODS: This is a retrospective study based on autopsy records of SCD victims, from 10 to 50 years of age, performed at the University Centre of Legal Medicine in Lausanne from 1995 to 2010. The study population was divided into two groups: sport-related (SR) and not sport-related (NSR) SCDs. RESULTS: During the study period, 188 cases of SCD were recorded: 166 (88%) were NSR and 22 (12%) SR. The mean age of the 188 victims was 37.3 ± 10.1 years, with the majority of the cases being male (79%). A cause of death was established in 84%, and the pathology responsible for death varied according to the age of the victims. In the NSR group, the mean age was 38.2 ± 9.2 years and there was 82% of male. Coronary artery disease (CAD) was the main diagnosis in the victims aged 30-50 years. The majority of morphologically normal hearts were observed in the 15-29 year age range. There was no case in the 10-14 year age range. In the SR group, 91% of victims died during leisure sporting activities. In this group the mean age was 30.5 ± 13.5 years, with the majority being male (82%). The main cause of death was CAD, with 6 cases (27%) and a mean age of 40.8 ± 5.5 years. The youngest victim with CAD was 33 years old. A morphologically normal heart was observed in 5 cases (23%), with a mean age of 24.4 ± 14.9 years. The most frequently implicated sporting activities were hiking (26%) and swimming (17%). CONCLUSION: In this study, CAD was the most common cause of death in both groups. Although this pathology most often affects adults over 35 years of age, there were also some victims under 35 years of age in both groups. SCDs during sport are mostly related to leisure sporting activities, for which preventive measures are not yet usually established. This study highlights also the need to inform both athletes and non athletes of the cardiovascular risks during sport activities and the role of a forensic autopsy and registries involving forensic pathologists for SR SCD.
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Tutkielman tavoitteena oli selvittää, miten yritys voi luoda itselleen ja asiakkailleen kilpailuetua johtamalla systemaattisesti asiakassuhteitaan nopeasti muuttuvassa ympäristössä. Pyrkimyksenä oli kartoittaa käytännön tekijöitä, joilla yritys voi luoda asiakkailleen ja tuotteidensa loppukäyttäjille lisäarvoa tunnistamalla sopivimmat asiakkaat ja pyrkimällä pitkiin liikesuhteisiin. Tutkielman teoreettisen osan lähdeaineistona käytettiin pääosin avainasiakasajatteluun, liikesuhteisiin ja niiden johtamiseen sekä asiakkaiden analysointiin liittyvää kirjallisuutta ja artikkeleita. Empiirisen tutkimuksen aineisto kerättiin haastattelemalla toimeksiantajayrityksen asiakkaita, johtohenkilöitä ja myynnin henkilökuntaa. Tutkimuksen lähdeaineistoa täydensi tutkijan oma työkokemus. Empiirinen tutkimus oli laadullinen case-analyysi. Asiakashaastattelujen perusteella muodostettiin käsitys pitkäaikaisiin liikesuhteisiin ja niiden johtamiseen vaikuttavista tekijöistä kohdetoimialalla. Yrityksen sisäisten keskustelujen avulla muodostettiin puolestaan käsitys yrityksen nykytoiminnasta. Vertailun pohjalta esitettiin portfolio-malli yrityksen asiakassuhteiden analysointiin sekä asiakkaan hoitosuunnitelma. Lisäksi esitettiin yleisiä toimenpide-ehdotuksia teorian ja asiakashaastattelujen pohjalta. Asiakkaan saamaan arvoon vaikuttavat tuotteiden käytettävyys ja toimintavarmuus, kommunikaation ja palvelun laatu, toimittajan riittävä asiantuntemus sekä toimitusten nopeus ja luotettavuus. Asiakkaat arvostavat erityisesti vilkasta ja avointa tiedon välitystä. Yritysten väliset sidokset voidaan nähdä asiakasosuutta kasvattavina voimina
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Tutkimuksen tavoitteena oli tehdä Kymppiposti-ketjulle franchisingyrittäjien rekrytointimalli: Kymppiposti-yrittäjän profiili, rekrytointikanavat ja -keinot, rekrytointi-prosessi ja rekrytoinnissa huomioitavat asiat. Tutkimuksen teoriaosuudessa analysoitiin kattavasti ja huolellisesti lähdekirjallisuus yli 30 vuoden ajalta tutkimusilmiön ymmärtämiseksi. Empiirinen osa koostui kolmen suomalaisen franchising-ketjun ja kolmen franchisingasiantuntijan haastatteluista sekä Kymppiposti-ketjun pilottikokemuksista. Tutkimus on kvalitatiivinen tapaustutkimus ja tutkimusote on konstruktiivinen. Luotu rekrytointimalli testataan ottamalla se käyttöön Kymppiposti-ketjussa (ns. heikko testi). Kymppipostin yrittäjävalinnan perusedellytyksenä on, että hakijalla ei ole rikosrekisteriä ja että hänen luottotiedot ovat kunnossa ts. hakijalla on kyky tehdä tarvittavat investoinnit. Tärkeitä yrittäjäpiirteitä ja -ominaisuuksia ovat motivaatio, halu menestyä, hyvät asiakaspalvelu- ja vuorovaikutustaidot, innovatiivisuus, halu ja kyky panostaa työhön, siisteys ja terveys. Rekrytointikeinoina suositellaan monikanavaisuutta, jossa rekrytointisanoma on erilaistettu hakijatyypeittäin. Rekrytointiprosessi kestää 3–6 kk ja siihen osallistuu useita henkilöitä. Prosessiin kuuluu 3 haastattelua, 2 testiä, ketjuyrittäjän haastattelu, työhön tutustuminen, koulutus- ja työharjoittelu sekä koeaika. Rekrytoinnissa on erityisesti huomioitava, että valinta-kriteereistä pidetään kiinni, hakijan oltava aktiivinen, harkinnalle on annettava aikaa ja konseptin ja ketjuyrittämisen keskeiset asiat (sopimus, pelisäännöt, laskelmat, investoinnit) on käytävä tarkkaan läpi hakijan kanssa.
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This thesis examines the experience travelling and incentive travelling in the area of Etela-Savo. The incentive travels have become more popular in the recent years. The enterprises and companies have started to reward their staff for efficiency by giving them experience travels instead of money rewards. The staff needs refreshing because of the development of work technology and because of physical and mental demands of the work. Short experience travels with activities give motivation and refresh the staff. There were two target groups in this thesis: entrepreneurs which produce the experiences and the staffs which have proved them. With the help of these target groups experience products, activities and travelling possibilities were studied and also how the experiences had been felt and where they had been acquired from. There are theoretical and empirical parts in this thesis. The research methodology was mainly idiographical and also qualitative and quantitative research methods were used. The empirical information was collected with the help of a questionnaire and a theme interview. The result of the study was that the area's travelling attractions, which are the nature, hundreds of lakes, large forests and the beautiful landscape give good possibilities to experience travelling and incentive travelling. The experience must contain a physical, social and mental element. A good experience activity must also contain some actions in the nature, light physical exercise and a possibility to the customer to take part in action. The experience feeling was felt as an unique happening and enjoyment, which will help the customers managing in their work, removing stress and developing team working skills. The experience was caused by the contrast between work/everyday life and the happening, and by succeeding in the activity in addition they felt a very strong community spirit in the experience feeling. Women received the experience feeling much more strongly than men. There were also differences in feelings between ages.
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This paper reviews the concept of presence in immersive virtual environments, the sense of being there signalled by people acting and responding realistically to virtual situations and events. We argue that presence is a unique phenomenon that must be distinguished from the degree of engagement, involvement in the portrayed environment. We argue that there are three necessary conditions for presence: the (a) consistent low latency sensorimotor loop between sensory data and proprioception; (b) statistical plausibility: images must be statistically plausible in relation to the probability distribution of images over natural scenes. A constraint on this plausibility is the level of immersion;(c) behaviour-response correlations: Presence may be enhanced and maintained over time by appropriate correlations between the state and behaviour of participants and responses within the environment, correlations that show appropriate responses to the activity of the participants. We conclude with a discussion of methods for assessing whether presence occurs, and in particular recommend the approach of comparison with ground truth and give some examples of this.
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The main objective of this dissertation is to create new knowledge on an administrative innovation, its adoption, diffusion and finally its effectiveness. In this dissertation the administrative innovation is approached through a widely utilized management philosophy, namely the total quality management (TQM) strategy. TQM operationalizes a self-assessment procedure, which is based on continual improvement principles and measuring the improvements. This dissertation also captures the theme of change management as it analyzes the adoption and diffusion of the administrative innovation. It identifies innovation characteristics as well as organisational and individual factors explaining the adoption and implementation. As a special feature, this study also explores the effectiveness of the innovation based on objective data. For studying the administrative innovation (TQM model), a multinational Case Company provides a versatile ground for a deep, longitudinal analysis. The Case Company started the adoption systematically in the mid 1980s in some of its units. As part of their strategic planning today, the procedure is in use throughout the entire global company. The empirical story begins from the innovation adoption decision that was made in the Case Company over 22 years ago. In order to be able to capture the right atmosphere and backgrounds leading to the adoption decision, key informants from that time were interviewed, since the main target was to clarify the dynamics of how an administrative innovation develops. In addition, archival material was collected and studied, available memos and data relating to the innovation, innovation adoption and later to the implementation contained altogether 20500 pages of documents. A survey was furthermore conducted at the end of 2006 focusing on questions related to the innovation, organization and leadership characteristics and the response rate totalled up to 54%. For measuring the effectiveness of the innovation implementation, the needed longitudinal objective performance data was collected. This data included the profit unit level experience of TQM, the development of the self assessment scores per profit unit and performance data per profit unit measured with profitability, productivity and customer satisfaction. The data covered the years 1995-2006. As a result, the prerequisites for the successful adoption of an administrative innovation were defined, such as the top management involvement, support of the change agents and effective tools for implementation and measurement. The factors with the greatest effect on the depth of the implementation were the timing of the adoption and formalization. The results also indicated that the TQM model does have an effect on the company performance measured with profitability, productivity and customer satisfaction. Consequently this thesis contributes to the present literature (i) by taking into its scope an administrative innovation and focusing on the whole innovation implementation process, from the adoption, through diffusion until its consequences, (ii) because the studied factors with an effect on the innovation adoption and diffusion are multifaceted and grouped into individual, organizational and environmental factors, and a strong emphasis is put on the role of the individual change agents and (iii) by measuring the depth and consistency of the administrative innovation. This deep analysis was possible due to the availability of longitudinal data with triangulation possibilities.
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Tämän tutkimuksen tavoitteena oli selvittää, pitäisikö trimmihävikin kustannukset lisätä case yrityksen asiakaskannattavuuslaskelmaan. Trimmihävikin vaihtelua asiakkaiden välillä tutkittiin yhdellä case yrityksen tuotantolinjalla. Myös tilaustekijöiden sekä ajankohdan vaikutusta trimmihävikin määrään selvitettiin. Teoreettinen viitekehys rakennettiin asiakaskannattavuuden ja asiakassuhteiden johtamisen ympärille. Tutkimuksen empiirisessä osassa hyödynnettiin kvantitatiivista tutkimusmenetelmää ja tilastollisissa analyyseissä käytettiin laajaa aineistoa. Tulokset osoittivat, että trimmihävikin määrä vaihteli asiakkaiden kesken. Asiakkaista muodostettiin kolme klusteria. Näiden klustereiden tarkempi tutkiminen osoitti selvän yhteyden asiakkaan ostokäyttäytymisen ja trimmihävikin välillä. Lopuksi tutkimuksen tulosten hyödyntämismahdollisuuksia pohdittiin ja myös tutkimuksen rajoitukset tunnistettiin.
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OBJECTIVES: Specifically we aim to demonstrate that the results of our earlier safety data hold true in this much larger multi-national and multi-ethnical population. BACKGROUND: We sought to re-evaluate the frequency, manifestations, and severity of acute adverse reactions associated with administration of several gadolinium- based contrast agents during routine CMR on a European level. METHODS: Multi-centre, multi-national, and multi-ethnical registry with consecutive enrolment of patients in 57 European centres. RESULTS: During the current observation 37,788 doses of Gadolinium based contrast agent were administered to 37,788 patients. The mean dose was 24.7 ml (range 5-80 ml), which is equivalent to 0.123 mmol/kg (range 0.01 - 0.3 mmol/kg). Forty-five acute adverse reactions due to contrast administration occurred (0.12%). Most reactions were classified as mild (43 of 45) according to the American College of Radiology definition. The most frequent complaints following contrast administration were rashes and hives (15 of 45), followed by nausea (10 of 45) and flushes (10 of 45). The event rate ranged from 0.05% (linear non-ionic agent gadodiamide) to 0.42% (linear ionic agent gadobenate dimeglumine). Interestingly, we also found different event rates between the three main indications for CMR ranging from 0.05% (risk stratification in suspected CAD) to 0.22% (viability in known CAD). CONCLUSIONS: The current data indicate that the results of the earlier safety data hold true in this much larger multi-national and multi-ethnical population. Thus, the "off-label" use of Gadolinium based contrast in cardiovascular MR should be regarded as safe concerning the frequency, manifestation and severity of acute events.
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BACKGROUND: For free-breathing cardiovascular magnetic resonance (CMR), the self-navigation technique recently emerged, which is expected to deliver high-quality data with a high success rate. The purpose of this study was to test the hypothesis that self-navigated 3D-CMR enables the reliable assessment of cardiovascular anatomy in patients with congenital heart disease (CHD) and to define factors that affect image quality. METHODS: CHD patients ≥2 years-old and referred for CMR for initial assessment or for a follow-up study were included to undergo a free-breathing self-navigated 3D CMR at 1.5T. Performance criteria were: correct description of cardiac segmental anatomy, overall image quality, coronary artery visibility, and reproducibility of great vessels diameter measurements. Factors associated with insufficient image quality were identified using multivariate logistic regression. RESULTS: Self-navigated CMR was performed in 105 patients (55% male, 23 ± 12y). Correct segmental description was achieved in 93% and 96% for observer 1 and 2, respectively. Diagnostic quality was obtained in 90% of examinations, and it increased to 94% if contrast-enhanced. Left anterior descending, circumflex, and right coronary arteries were visualized in 93%, 87% and 98%, respectively. Younger age, higher heart rate, lower ejection fraction, and lack of contrast medium were independently associated with reduced image quality. However, a similar rate of diagnostic image quality was obtained in children and adults. CONCLUSION: In patients with CHD, self-navigated free-breathing CMR provides high-resolution 3D visualization of the heart and great vessels with excellent robustness.
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Altering the normal association between touch and its visual correlate can result in the illusory perception of a fake limb as part of our own body. Thus, when touch is seen to be applied to a rubber hand while felt synchronously on the corresponding hidden real hand, an illusion of ownership of the rubber hand usually occurs. The illusion has also been demonstrated using visuomotor correlation between the movements of the hidden real hand and the seen fake hand. This type of paradigm has been used with respect to the whole body generating out-of-the-body and body substitution illusions. However, such studies have only ever manipulated a single factor and although they used a form of virtual reality have not exploited the power of immersive virtual reality (IVR) to produce radical transformations in body ownership.
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BACKGROUND AND PURPOSE: Medial temporal lobe abnormalities on DWI and functional imaging are occasionally observed in patients with transient global amnesia. We used CTP to study these patients during or briefly after resolution of their amnesic syndrome. MATERIALS AND METHODS: From 2002 onward, patients satisfying clinical criteria for transient global amnesia who underwent CTP were included. Patients with additional clinical features suggesting transient ischemic attack or stroke and those with an ischemic lesion on subsequent DWI were excluded. If deemed necessary by the clinician, DWI was performed within 10 days. RESULTS: Thirty patients with transient global amnesia underwent CTP at a median latency of 5.9 hours (interquartile range, 4.3-9.7 hours) after symptom onset. All findings, except for those in 1 patient, were normal, including those in the 14 patients with well-imaged hippocampi. In the patient with abnormal findings, CTP and PWI showed hypoperfusion in both lentiform nuclei extending into the insulae, with normalization on the repeat CTP 6 days later. In 10 patients, DWI was performed at a median latency of 2 days (interquartile range, 0-9 days). Of these, 2 showed punctate hippocampal lesions, often seen in transient global amnesia. In 2 patients excluded because of mildly atypical transient global amnesia and ischemic lesions on subsequent DWI, acute CTP findings were also normal. CONCLUSIONS: Patients with transient global amnesia had normal CTP findings in the acute phase with the exception of 1 patient with transient hypoperfusion in both basal ganglia. If imaging is performed for typical and atypical transient global amnesia, DWI should be the preferred method.