Application of the european customer satisfaction index to postal services. Structural equation models versus partial least squars

Customer satisfaction and retention are key issues for organizations in today’s competitive market place. As such, much research and revenue has been invested in developing accurate ways of assessing consumer satisfaction at both the macro (national) and micro (organizational) level, facilitating comparisons in performance both within and between industries. Since the instigation of the national customer satisfaction indices (CSI), partial least squares (PLS) has been used to estimate the CSI models in preference to structural equation models (SEM) because they do not rely on strict assumptions about the data. However, this choice was based upon some misconceptions about the use of SEM’s and does not take into consideration more recent advances in SEM, including estimation methods that are robust to non-normality and missing data. In this paper, both SEM and PLS approaches were compared by evaluating perceptions of the Isle of Man Post Office Products and Customer service using a CSI format. The new robust SEM procedures were found to be advantageous over PLS. Product quality was found to be the only driver of customer satisfaction, while image and satisfaction were the only predictors of loyalty, thus arguing for the specificity of postal services

Modelling structural zeros in compositional data

This analysis was stimulated by the real data analysis problem of household expenditure data. The full dataset contains expenditure data for a sample of 1224 households. The expenditure is broken down at 2 hierarchical levels: 9 major levels (e.g. housing, food, utilities etc.) and 92 minor levels. There are also 5 factors and 5 covariates at the household level. Not surprisingly, there are a small number of zeros at the major level, but many zeros at the minor level. The question is how best to model the zeros. Clearly, models that try to add a small amount to the zero terms are not appropriate in general as at least some of the zeros are clearly structural, e.g. alcohol/tobacco for households that are teetotal. The key question then is how to build suitable conditional models. For example, is the sub-composition of spending excluding alcohol/tobacco similar for teetotal and non-teetotal households? In other words, we are looking for sub-compositional independence. Also, what determines whether a household is teetotal? Can we assume that it is independent of the composition? In general, whether teetotal will clearly depend on the household level variables, so we need to be able to model this dependence. The other tricky question is that with zeros on more than one component, we need to be able to model dependence and independence of zeros on the different components. Lastly, while some zeros are structural, others may not be, for example, for expenditure on durables, it may be chance as to whether a particular household spends money on durables within the sample period. This would clearly be distinguishable if we had longitudinal data, but may still be distinguishable by looking at the distribution, on the assumption that random zeros will usually be for situations where any non-zero expenditure is not small. While this analysis is based on around economic data, the ideas carry over to many other situations, including geological data, where minerals may be missing for structural reasons (similar to alcohol), or missing because they occur only in random regions which may be missed in a sample (similar to the durables)

A process-based cost estimating tool for ship structural designs

by John M. Barentine.

Structural invariance of multiple intelligences, based on the level of execution

Resumen tomado de la publicaci??n

Psychosocial sources of stress and burnout in the consruction sector : a structural equation model. 'Fuentes psicosociales de estr??s y burnout en el sector de la construcci??n : un modelo de ecuaciones estructurales'

Resumen tomado de la publicaci??n. Resumen tambi??n en ingl??s

Simultaneous estimation of indirect and interaction effects using structural equation models

Interaction effects are usually modeled by means of moderated regression analysis. Structural equation models with non-linear constraints make it possible to estimate interaction effects while correcting for measurement error. From the various specifications, Jöreskog and Yang's (1996, 1998), likely the most parsimonious, has been chosen and further simplified. Up to now, only direct effects have been specified, thus wasting much of the capability of the structural equation approach. This paper presents and discusses an extension of Jöreskog and Yang's specification that can handle direct, indirect and interaction effects simultaneously. The model is illustrated by a study of the effects of an interactive style of use of budgets on both company innovation and performance

Psychological contract breach and outcomes : Combining meta-analysis and structural equation models. 'Ruptura de contrato psicol??gico : combinando meta-an??lisis y modelos de ecuaciones estructurales'

Resumen tomado de la publicaci??n

IQ heritability estimation : analyzing genetically-informative data with structural equation models. 'Estimaci??n de la heredabilidad del CI : analizando datos gen??ticamente informativos con modelos de ecuaciones estructurales'

Resumen tomado de la publicaci??n. Resumen tambi??n en ingl??s

Predicting overall service quality: a structural equation modelling approach

In this article, the results of a modified SERVQUAL questionnaire (Parasuraman et al., 1991) are reported. The modifications consisted in substituting questionnaire items particularly suited to a specific service (banking) and context (county of Girona, Spain) for the original rather general and abstract items. These modifications led to more interpretable factors which accounted for a higher percentage of item variance. The data were submitted to various structural equation models which made it possible to conclude that the questionnaire contains items with a high measurement quality with respect to five identified dimensions of service quality which differ from those specified by Parasuraman et al. And are specific to the banking service. The two dimensions relating to the behaviour of employees have the greatest predictive power on overall quality and satisfaction ratings, which enables managers to use a low-cost reduced version of the questionnaire to monitor quality on a regular basis. It was also found that satisfaction and overall quality were perfectly correlated thus showing that customers do not perceive these concepts as being distinct

Determinacion de condiciones laborales de los trabajadores de cuatro hospitales de primer nivel y dos de segundo nivel en el departamento del Quindio – Colombia 2012

Objetivo: Determinar condiciones laborales de los trabajadores de cuatro hospitales de primer nivel y dos de segundo nivel en el departamento del Quindío - Colombia 2012. Metodología: Se realizó un estudio descriptivo de corte transversal con una muestra de 577 trabajadores del sector sanitario de cuatro hospitales de primer nivel y dos de segundo nivel en el departamento de Quindío – Colombia mediante la recolección de datos demográficos y la aplicación de las siguientes encuestas: “Encuesta Nacional de Condiciones de Trabajo” del Instituto Nacional de Seguridad e Higiene en el Trabajo de España (INSHT), en su versión validada para el idioma español: “Irritation Index”. Con fines de analizar la información obtenida se creó una base de datos con base en lo contenido en las encuestas válidas y se realizaron tablas dinámicas en Excel Resultados: participaron 577 trabajadores hospitalarios, encontrándose un 72% de personal femenino y un 28% de personal masculino con una relación H:M 2:6. De la población total encuestada, un 72% corresponde a trabajadores del área asistencial y un 28% al área administrativa. Se encontró una alta percepción de riesgo ergonómico (manejo de cargas, 81%, movimientos repetitivos 91%, posturas forzadas, 49%). Los síntomas osteomusculares referidos fueron: dolor cervical 20%, dolor en región dorsal media 17%, dolor en el hombro 62%, dolor en muñeca 27% y dolor en codo 10%. En la percepción de carga mental y factores de riesgo psicosocial se observó que el 92% de los trabajadores requiere un alto nivel de atención en la ejecución de sus tareas, el 77%, debe atender varias tareas al mismo tiempo, el 52% realiza tarea complejas, el 49% ve necesario esconder sus emociones en el sitio de trabajo, el 13% considera que su trabajo es excesivo, el 43% manifiesta la necesidad de trabajar rápido en el desarrollo de sus funciones, el 69% trabaja con plazos estrictos muy cortos el66% considera que el ritmo de trabajo está determinado por plazos temporales a cumplir. Por otro lado se encuentra una adecuada percepción de la autonomía (93-94%) en la escogencia del método de trabajo, ritmo de trabajo, establecimiento del orden de las tareas a cumplir. En general las relaciones interpersonales son percibidas de manera positiva encontrándose que el 98% recibe ayuda de sus compañeros y el 97% afirma contar con la ayuda de sus superiores. En cuanto a la violencia física en el lugar de trabajo se encuentra que un 6 % ha sido víctima de agresión por parte de personas ajenas al lugar de trabajo. En lo concerniente al percepción de la salud física, el 48% refiere un óptimo estado de salud, mientras que en lo referente a la salud mental se encuentra más frecuentemente alteraciones del sueño (20%), sensación de tensión (20%), tristeza y/o depresión (13%), dificultad para desconectarse del trabajo (15%). Discusión: En la población estudiada se encontró una alta percepción de condiciones ergonómicas inadecuadas dadas por posturas forzadas, manipulación de cargas y movimientos repetitivos, así como exposición a riesgo biológico y factores de riesgo psicosocial. Resulta importante destacar que los hallazgos obtenidos reflejan lo reportado en la literatura internacional y dejan de manifiesto la importancia de reflexionar sobre la necesidad de identificar los riesgos, sensibilizar a la población y de priorizar las actuaciones preventivas.

‘Boots for my Sancho’: structural vulnerability among Latin American day labourers in Berkeley, California

This paper addresses the structural vulnerability of Latin American undocumented day labourers in Northern California, as it is expressed in conversations on street corners where they wait for work. The intimate aspects of migrant experience become exemplified in jokes about the Sancho – a hypothetical character who has moved in on a day labourer's family and who enjoys the money he sends home. Joking turns to more serious topics of nostalgia and tensions with family far away, elements that come together with the fears and threats of labour on the corner and affect the way day labourers see themselves. Sexuality is rearticulated in the absence of women and masculinity becomes enmeshed in the contingencies of unregulated work and long-term separation from the people the men support. Together, these elements result in the articulation of threat to the immigrant body itself, which is exemplified by anxieties over homosexual propositions on the corner. Cet article aborde la vulnérabilité structurelle des travailleurs journaliers latino-américains sans papiers dans le Nord de la Californie, telle qu'ils l'expriment dans leurs conversations en attendant du travail aux coins des rues. Les aspects intimes de l'expérience de la migration sont exemplifiés à travers des blagues sur le Sancho – un personnage hypothétique qui, au pays natal, s'est installé dans la famille d'un journalier pour profiter de l'argent qu'elle reçoit de ce dernier. Les blagues deviennent alors des sujets de conversation plus sérieux, sur un fond de nostalgie et de tensions qui résulte de l'éloignement vis-à-vis de la famille – des éléments qui accompagnent les peurs et les menaces liées aux embauches des coins de rue et ont un impact sur la manière dont les journaliers se perçoivent. La sexualité est articulée par rapport à l'absence des femmes et la virilité s'empêtre dans les contingences du travail illégal et de la séparation sur le long terme d'avec les êtres que ces hommes soutiennent financièrement. Ensemble, tous ces éléments ont pour résultat une articulation de la menace vis-à-vis du corps de l'immigré lui-même, qui est exemplifiée par les angoisses dues aux propositions d'homosexuels aux coins des rues.

Transfer of knowledge of the structural components of the model Q400 and Global Express: the case of Aerospace Bombardier, Querétaro

The aim of this paper is to analyze the knowledge transfer in the production of structural components of two aircraft:Q400 and Global Express of Bombardier Aerospace Company, Querétaro. Bombardier Aerospace is a pioneer company in the aviation sector in Mexico, and the third largest civil aircraft manufacturer. In 2005, Bombardier decided to invest in Mexico, creating Bombardier Aerospace de Mexico S. A. C. V. and transferring production lines from Japan and Toronto to Queretaro. The relocation strategy of both plants aims to reduce modular and general production costs facing other competitors. The relocation has been supported by the State Government funds, through a trust and the creation of Queretaro aerospace cluster. Among various benefits, the State of Queretaro donated seventy-eight acres of land where the Queretaro International Airport (QIA) and a training centre will be built to promote the development of this sector. The interest in this research is to analyze and describe the transfer of knowledge to the production of structural components of both aircraft models, thanks to the results of productivity and internal and external factors which have contributed along with this transfer

Structural Chromosomal Alterations Induced by Dietary Bioflavonoids in Fanconi Anemia Lymphocytes

Introduction Fanconi anemia is an autosomal recessive disease characterized by a variety of congenital abnormalities, progressive bone marrow failure, increased chromosomal instability and higher risk to acute myeloid leukemia, solid tumors. This entity can be considered an appropriate biological model to analyze natural substances with possible genotoxic effect. The aims of this study were to describe and quantify structural chromosomal aberrations induced by 5 flavones, 2 isoflavones and a topoisomerase II chemotherapeutic inhibitor in Fanconi anemia lymphocytes in order to determine chromosomal numbers changes and/ or type of chromosomal damage. Materials and methods Chromosomes stimulated by phytohaemagglutinin M, from Fanconi anemia lymphocytes, were analysed by conventional cytogenetic culture. For each chemical substance and controls, one hundred metaphases were evaluated. Chromosomal alterations were documented by photography and imaging analyzer. To statistical analysis was used chi square test to identify significant differences between frequencies of chromosomal damage of basal and exposed cell cultured a P value less than 0.05. Results There were 431 chromosomal alterations in 1000 metaphases analysed; genistein was the more genotoxic bioflavonoid, followed in descendent order by genistin, fisetin, kaempferol, quercetin, baicalein and miricetin. Chromosomal aberrations observed were: chromatid breaks, chromosomal breaks, cromatid and chromosomal gaps, quadriratials exchanges, dicentrics chromosome and complex rearrangements. Conclusion Bioflavonoids as genistein, genistin and fisetin, which are commonly present in the human diet, showed statistical significance in the number of chromosomal aberrations in Fanconi anemia lymphocytes, regarding the basal damage.

Structural Crystallography Development in the 20th Century. Impact in the Biomedical Sciences and Perspectives in this Field

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Modelización constitutiva y computacional del daño y la fractura de materiales compuestos

En el trabajo se definen modelos constitutivos que permiten reproducir el proceso de fallo de estructuras de materiales compuestos en distintas escalas bajo cargas estáticas. Se define un modelo constitutivo para determinar la respuesta de estructuras de materiales compuestos mediante la teoría de laminados. El modelo es validado mediante un programa de ensayos experimentales con probetas con un agujero central geométricamente similares. Se muestra la capacidad del modelo de detectar el efecto tamaño. Se define un modelo constitutivo para materiales transversalmente isótropos bajo estados tridimensionales de tensión. El modelo se valida analizando numéricamente el proceso de agrietamiento de la matriz. Finalmente se desarrolla un modelo analítico para determinar el agrietamiento de la matriz y la delaminación entre las capas.