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.

A molecular dynamics study and molecular level explanation of pressure dependence of ionic conductivity of potassium chloride in water

Experimental ionic conductivity of different alkali ions in water shows markedly different dependences on pressure. Existing theories such as that of Hubbard-Onsager are unable to explain these dependences on pressure of the ionic conductivity for all ions. We report molecular dynamics investigation of potassium chloride solution at low dilution in water at several pressures between 1 bar and 2 kbar. Two different potential models have been employed. One of the models successfully reproduces the experimentally observed trend in ionic conductivity of K+ ions in water over the 0.001-2 kbar range. We also propose a theoretical explanation, albeit at a qualitative level, to account for the dependence of ionic conductivity on pressure in terms of the previously studied Levitation Effect. It also provides a microscopic picture in terms of the pore network in liquid water.

A new approach to the design of electronic exchanges

Electronic Exchanges are double-sided marketplaces that allows multiple buyers to trade with multiple sellers, with aggregation of demand and supply across the bids to maximize the revenue in the market. In this paper, we propose a new design approach for an one-shot exchange that collects bids from buyers and sellers and clears the market at the end of the bidding period. The main principle of the approach is to decouple the allocation from pricing. It is well known that it is impossible for an exchange with voluntary participation to be efficient and budget-balanced. Budget-balance is a mandatory requirement for an exchange to operate in profit. Our approach is to allocate the trade to maximize the reported values of the agents. The pricing is posed as payoff determination problem that distributes the total payoff fairly to all agents with budget-balance imposed as a constraint. We devise an arbitration scheme by axiomatic approach to solve the payoff determination problem using the added-value concept of game theory.

Two-body photodisintegration of the deuteron at intermediate energy

We have measured the differential cross section for two-body deuteron photodisintegration at center-of-mass angles of 90°, 53° and 37° with photon energies from 1.6 Ge V to 2.8 Ge V. Additional data were taken at θ* = 37° and E_γ = 4.2 GeV. Invariant cross sections at θ* =90° and 53° appear to follow a simple scaling law predicted by constituent counting rules of perturbative QCD, while the cross section at θ* = 37° shows a slower fall-off with photon energy. Angular distributions show increasing forward peaking at higher energies. Agreement with various theoretical predictions based on pQCD and meson-exchange models is discussed.

Avaliação comparativa da alteração dimensional de diferentes materiais utilizados para a confecção de troquéis

Neste trabalho experimental, objetivou-se avaliar comparativamente a alteração dimensional de três diferentes materiais utilizados na confecção de troqueis: gesso tipo IV Fuji Rock (GC), resina epóxica industrial Sikadur 32 (Sika) e resina epóxica Tri-Epoxy Die Material (Tri-Dynamics). Foram confeccionados dois modelos-padrão em aço inoxidável. Um desses modelos foi confeccionado de modo a simular um preparo para coroa total em um pré-molar. O outro modelo foi confeccionado 2,0mm maior em todas as dimensões em relação ao primeiro de modo a proporcionar um alívio uniforme para a base leve do material de moldagem. Trinta troquéis foram obtidos a partir de moldes em silicona de adição (Aquasil Dentsply) utilizada com a técnica de dois passos. Os troqueis foram divididos em grupos de dez para cada material. As alterações foram mensuradas através das medições da altura e dos diâmetros da base e do topo dos troqueis obtidos, com o auxílio de um Projetor de Perfis Deltronic DV-114 com leitura em software. As medidas obtidas foram dispostas em tabelas e analisadas estatisticamente. Após avaliação pode-se concluir que houve diferença estatisticamente significante entre todos os grupos testados. Os troquéis de gesso tipo IV Fuji Rock (GC) contraíram nas medições da altura e do diâmetro do topo, e expandiram nas medições do diâmetro da base, apresentando diferença estatisticamente significativa em todas as comparações com o grupo controle (metal). Os troquéis de resina epóxica Tri-Epoxy (Tri-Dynamics) contraíram nas medições da altura e do diâmetro do topo, e expandiram nas medições diâmetro da base, apresentando diferença estatisticamente significante somente no diâmetro do topo nas comparações com o grupo controle (metal). Os troquéis de resina epóxica Sikadur 32 (Sika) contraíram nas medições da altura e do diâmetro do topo, e expandiram nas medições do diâmetro das base, apresentando diferença estatisticamente significante em todas as comparações com o grupo controle (metal).

The influence of the NN* channel on elastic NN scattering

The problem of two channels NN and NN*, coupled through unitarity, is studied to see whether sizable peaks can be produced in elastic nucleon-nucleon scattering due to the opening of a strongly coupled inelastic channel. One-pion-exchange (OPE) interactions are calculated to estimate the NN*→NN* and NN→NN* amplitudes. The OPE production amplitudes are used as the sole dynamical input to drive the multichannel ND^-1 equations in the determinental approximation, and the effect on the J = 2+ (¹D₂) elastic NN scattering amplitude is studied as the width of the unstable N* and strength of coupling to the inelastic channel are varied. A cusp-type enhancement appears in the NN channel near the NN* threshold but for the known value of the N* width the cusp is so “wooly” that any resulting elastic peak is likely to be too broad and diminished in height to be experimentally prominent. A brief survey of current experimental knowledge of the real part of the ¹D₂ NN phase shift near the NN* threshold is given, and the values are found to be much smaller than the nearly “resonant” phase shifts predicted by the coupled channel model.

π+ photoproduction at angles from 6° to 90° C.M. and energies from 589 to 1269 MeV

The differential cross section for the reaction γp → π⁺n was measured at 32 laboratory photon energies between 589 and 1269 MeV at the Caltech Synchrotron. At each energy, data have been obtained at typically fifteen π⁺ c.m. angles between 6° and 90°. A magnetic spectrometer was used to detect the π⁺ photo-produced in a liquid hydrogen target. Two Cherenkov counters were used to reject the background of positrons and protons. The data clearly show the presence of a pole in the production amplitude due to the one pion exchange. Moravcsik fits to the 32 angular distributions, including data from another experiment, are presented. The extrapolation of these fits to the pole gives a value for the pion-nucleon coupling constant of 14.5 which is consistent with the accepted value. The second and third pion-nucleon resonances are evident as peaks in the total cross section and as changes in the shape of the angular distributions. At the third resonance there is evidence for both a D5/2 and an F5/2 amplitude. The absence of large variations in the 0° and 180° cross sections implies that the second and third resonances are mostly produced from an initial state with helicity ± 3/2.

Elimination of parity doubled states from Regge amplitudes

The common belief that fermions lying on linear Regge trajectories must have opposite-parity partners is shown to be false. The mechanism by which these experimentally nonexistant states are eliminated from the theory depends on the presence of fixed Regge cuts in fermion exchange amplitudes. Thus it is predicted that fermion Regge trajectories are always accompanied by fixed Regge cuts. More generally, if particles may be classified as composites of spin-1/2 (fermion) quarks, fixed cuts are expected to be present in boson exchange amplitudes as well. This result is demonstrated in the framework of the Van Hove model and a few further experimental consequences are discussed.

Elimination of parity doublets in Regge amplitudes

In Part I, the common belief that fermions lying on linear trajectories must have opposite-parity partners is shown to be false. Reggeization of a sequence of positive-parity fermion resonance is carried out in the Van Hove model. As a consequence of the absence of negative-parity states, the partial-wave amplitudes must have a fixed cut in the J plane. This fixed cut, in conjunction with the moving Regge pole, provides a new parametrization for fermion-exchange reactions, which is in qualitative agreement with the data.

In Part II, the spin structure of three particle vertices is determined from the quark model. Using these SU(6)_W vertices in the Van Hove model, we derive a Reggeized scattering amplitude. In addition to Regge poles there are necessarily fixed Regge cuts in both fermion and boson exchange amplitudes. These fixed cuts are similar to those found in Part I, and may be viewed as a consequence of the absence of parity doubled quarks. The magnitudes of the pole and cut terms in an entire class of SU(6) related reactions are determined by their magnitudes in a single reaction. As an example we explain the observed presence or absence of wrong-signature nonsense dips in a class of reactions involving vector meson exchange.

Influence of a building's integrated-photovoltaics on heating and cooling loads

Building integrated photovoltaics (BIPV) has the potential to become a major source of renewable energy in the urban environment. BIPV has significant influence on the heat transfer through the building envelope because of the change of the thermal resistance by adding or replacing the building elements. Four different roofs are used to assess the impacts of BIPV on the building's heating-and-cooling loads; namely ventilated air-gap BIPV, non-ventilated (closed) air-gap BIPV, closeroof mounted BIPV, and the conventional roof with no PV and no air gap. One-dimensional transient models of four cases are derived to evaluate the PV performances and building cooling-and-heating loads across the different roofs in order to select the appropriate PV building integration method in Tianjin, China. The simulation results show that the PV roof with ventilated air-gap is suitable for the application in summer because this integration leads to the low cooling load and high PV conversion efficiency. The PV roof with ventilation air-gap has a high time lag and small decrement factor in comparison with other three roofs and has the same heat gain as the cool roof of absorptance 0.4. In winter, BIPV of non-ventilated air gap is more appropriate due to the combination of the low heating-load through the PV roof and high PV electrical output. © 2005 Elsevier Ltd. All rights reserved.

A numerical investigation of the flow structures and losses for turbulent flow in 90 degrees elbow bends

Computational fluid dynamic modelling was carried out on a series of pipe bends having R/r values of 1.3, 5, and 20, with the purpose of determining the accuracy of numerical models in predicting pressure loss data from which to inform one-dimensional loss models. Four separate turbulence models were studied: the standard k-epsilon model, realizable k-epsilon model, k-omega model, and a Reynolds stress model (RSM). The results are presented for each bend in the form of upstream and downstream pressure profiles, pressure distributions along the inner and outer walls, detailed pressure and velocity fields as well as overall loss values. In each case, measured data were presented to evaluate the predictive ability of each model. The RSM was found to perform the best, producing accurate pressure loss data for bends with R/r values of 5 and 20. For the tightest bend with an R/r value of 1.3, however, predictions were significantly worse due to the presence of flow separation, stronger pressure gradients, and high streamline curvature.

Scaling of the entanglement spectrum near quantum phase transitions

The entanglement spectrum describing quantum correlations in many-body systems has been recently recognized as a key tool to characterize different quantum phases, including topological ones. Here we derive its analytically scaling properties in the vicinity of some integrable quantum phase transitions and extend our studies also to nonintegrable quantum phase transitions in one-dimensional spin models numerically. Our analysis shows that, in all studied cases, the scaling of the difference between the two largest nondegenerate Schmidt eigenvalues yields with good accuracy critical points and mass scaling exponents.

Qubit-assisted thermometry of a quantum harmonic oscillator

We use the theory of quantum estimation in two different qubit-boson coupling models to demonstrate that the temperature of a quantum harmonic oscillator can be estimated with high precision by quantum-limited measurements on the qubit. The two models that we address embody situations of current physical interest due to their connection with ongoing experimental efforts on the control of mesoscopic dynamics. We show that population measurements performed over the qubit probe are near optimal for a broad range of temperatures of the harmonic oscillator.

Line ratio diagnostics in helium and helium seeded argon plasmas

We investigate the potential use of line ratio diagnostics to evaluate electron temperature in either helium or helium seeded argon plasmas. Plasmas are produced in a helicon plasma source. A rf compensated Langmuir probe is used to measure both the electron temperature and plasma density while a spectrometer is used to measure He I line intensities from the plasma. For all plasma densities where the electron temperature remains at 5 ± 1 eV, three He line ratios are measured. Each experimental ratio is compared with the prediction of three different collisional radiative models. One of these models makes uses of recent R-matrix with pseudo-states calculations for collisional rate coefficients. A discussion related to the different observations and model predictions is presented.

Public transport travel planning application

Here it is presented an application that plans out travel on public transports and that chooses the best ones, according to preference criteria provided by the user. These criteria are: the time spent on the travel, the price of the tickets and the quality of the transports. The application combines different means of transport. Algorithms and heuristics were developed to draw up transport plans and to choose the best ones. The best plans are determined using the multi-attributes decision techniques. The application uses a database that was developed in a Relational Database Management System. To draw the database at the conceptual and the applicational level, it was used one of the models based on the object, the Entity-Relationship Mode