Asiakassuhteiden johtaminen ja sen merkitys Valion kuluttajapalvelun arvioinnissa ja kehittämisessä

Tutkielman kohdeilmiönä tarkasteltiin asiakassuhdejohtamista ja asiakassuhteen ulottuvuuksia palvelukontekstissa. Tavoitteena oli selvittää, mikä merkitys asiakassuhteiden johtamisella on Valion kuluttajapalvelun arvioinnissa ja kehittämisessä. Valion kuluttajapalvelua tarkasteltiin asiakassuhdejohtamisen osaprosessina. Tutkimuksen teoriaosassa tutustuttiin asiakassuhtejohtamisen taustalla vaikuttaviin näkökulmiin ja määrittelyihin. Asiakassuhteiden johtamista kuvattiin erilaisten prosessimallien avulla yrityksen toimintojen näkökulmasta. Lisäksi tarkasteltiin asiakassuhteen ulottuvuuksia, kuten palvelutarjoomaa, vuorovaikutusta, tyytyväisyyttä, luottamusta sekä uskollisuutta ja sitoutumista. Lopuksi tarkasteltiin arvoa käsitteenä ja arvon merkitystä palvelukontekstissa. Teoriaosan perusteella asiakassuhdejohtaminen on kokonaisvaltainen prosessi, jonka tavoitteena ovat tuottavat ja pitkäkestoiset asiakassuhteet. Yritykseltä vaaditaan kykyä nähdä ja havaita asiakkaiden tarpeita ja mieltymyksiä. Asiakkaan kokema arvo voi välittyä itse palvelusta, prosesseista, ihmisistä, vuorovaikutuksesta, kanavista ja niin edelleen. Myönteisten kokemusten lisääminen palvelu¬prosessin aikana kasvattaa asiakkaan tyytyväisyyttä. Empiirinen osa toteutettiin tapaustutkimuksena, jossa tutkimuskohteena oli Valion kuluttajapalvelu. Tavoitteena oli kerätä tietoa asiakkaiden kokemuksista kuluttajapalvelussa asioinnista. Tutkittavina kohteina olivat asiakasprosessi ja sen sujuvuus, palvelutarjooman sisältö, vuorovaikutus prosessin aikana, asiakkaan kokema tyytyväisyys sekä luottamus yritystä ja sen palvelua kohtaan. Tutkimusaineisto koostui kymmenestä teemahaastattelusta. Haastateltavat olivat olleet yhteydessä Valion kuluttajapalveluun Internetin välityksellä vuoden 2010 aikana. Tutkimustulokset osoittavat, että Valion kuluttajapalvelu nähtiin kanavana, joka vahvistaa ja ylläpitää asiakkaiden suhdetta Valion kanssa. Ihmiset kuluttajapalvelussa nähdään merkittävinä myötävaikuttajina asiakkaiden tyytyväisyyteen ja pysyvyyteen samalla kun ovat vuorovaikutuksessa heidän kanssaan. Kuluttajapalvelun käyttö koettiin helpoksi ja Internet kanavana tuntui joustavalta. Palvelulta odotettiin ensisijaisesti palautteen vastaanottamisen lisäksi ongelmanratkaisua ja tuotetietousneuvontaa. Asiantuntijuus, palvelun nopeus sekä asiakkaan kuunteleminen tulivat esille tärkeimpinä palvelutekijöinä. Haasteena Valion kuluttajapalvelulle nousi esiin asiakaspalvelijan kyky havaita ja ymmärtää asiakkaan kokemien uhrausten määrä sekä kyky vastata niihin oikealla palvelutarjoomalla eli hyötyjen muodostamalla kokonaisuudella. Asiakaspalvelijan toimintaa kuvasi asiallisuus, virallisuus, huomioon ottava tyyli sekä yleinen ystävällisyys. Tutkimustulosten mukaan Valion kuluttajapalvelulla on olemassa keskeiset arvoa tuottavat palvelutekijät, mutta niiden toimivuus strategisina yhdistelminä asettaa haasteita jokaiseen palvelukohtaamiseen asiakkaan kanssa. Asiakkaan arvo-odotukset eivät aina olleet niitä, joita palvelukohtaamisessa oli realisoitunut. Tulosten perusteella voidaan todeta, että mitä paremmin Valion kuluttajapalvelu huomioi myös asiakkaiden emotionaaliset tarpeet, sitä suurempi on sen tuottama arvo asiakkaalle ja sitä kautta koko yritykselle.

Modelling and analysis of the variance in parallelism in parallel computations

In this paper, we introduce an analytical technique based on queueing networks and Petri nets for making a performance analysis of dataflow computations when executed on the Manchester machine. This technique is also applicable for the analysis of parallel computations on multiprocessors. We characterize the parallelism in dataflow computations through a four-parameter characterization, namely, the minimum parallelism, the maximum parallelism, the average parallelism and the variance in parallelism. We observe through detailed investigation of our analytical models that the average parallelism is a good characterization of the dataflow computations only as long as the variance in parallelism is small. However, significant difference in performance measures will result when the variance in parallelism is comparable to or higher than the average parallelism.

Fabrication and properties of TBCCO films via air-atomising spray deposition of thallium-free precursors

The high-field properties of polycrystalline superconducting TlBaCaCuO films fabricated by the incorporation of thallium vapour into air-atomised BaCaCuO precursors are described. Thick films with Tc values in the range 106-111 K have been prepared on polycrystalline yttria-stabilised zirconia substrates. The surface morphology, crystal structure and composition of the films are related to their high-field transport and magnetisation properties. Typical 10 mm × 9 mm films show Jc values > 1×104 A/cm2 at 77 K (0 T). The best film has a Jc=1.3×104 A/cm2 (Ic=3.6 A) at 77 K (0 T). Films prepared on 26 mm×9 mm substrates show typical large-area Jc values > 0.5×104 A/cm2 (77 K, 0 T). A square planar specimen of dimensions 4.3 mm ×4.3 mm exhibited magnetisation Jc values=1.2×105 A/cm2 at 4.2 K (0.1 T), 9.3×104 A/cm2 at 10 K (0.1 T), 3.3×104 A/ cm2 at 4 K (8 T), and 1.6×104 A/cm2 at 10 K (8 T). © 1994.

YAG激光毛化技术进展

二十世纪八十年代，当比利时冶金研究中心(CRM)开发出CO_2激光毛化冷轧辊技术后，尝试用YAG激光进行轧辊毛化一直吸引着众多的研究者，这是因为YAG(1.06μm)激光波长比CO_2(10.6μm)激光波长短一个量级，材料对YAG激光有更高的吸收率，并用YAG激光可以聚焦到更小的光斑尺寸，同时使用电信号驱动的声光开关技术便于对毛化分布进行可设定控制。但是用传统声光调制的YAG激光虽然可以碇以很高的脉冲频率(>30kHz)，但单脉冲有量仅为10mJ左右，难以达到辊面毛化粗糙度的要求，因此人们认为YAG激光用于毛化的主要困难是脉冲能量太小。

Otimização de metodologia para determinação de hidrocarbonetos policíclicos aromáticos pela técnica de extração por líquido pressurizado e sua aplicação a diferentes solos brasileiros

Os hidrocarbonetos policíclicos aromáticos (HPA) representam hoje grande preocupação à comunidade científica devido a sua comprovada ação cancerígena e mutagênica, assim tornam-se necessárias metodologias mais eficientes para suas determinações. O presente trabalho desenvolveu a técnica de extração por líquido pressurizado com a etapa de clean-up simultânea a extração, com sílica e alumina como adsorventes dentro da cela do equipamento ASE-350. A metodologia desenvolvida foi comparada com a tradicional extração por Sohxlet através de material de referência certificado. A extração por Soxhlet, apesar de eficiente, mostrou-se dispendiosa pelo gasto enorme de tempo, solvente e adsorventes quando comparada a extração por líquido pressurizado. De maneira geral a extração por líquido pressurizado apresentou-se mais vantajosa que a tradicional extração por Soxhlet. A eficiência da metodologia desenvolvida também foi testada através de quatro diferentes tipos de solos brasileiros fortificados com solução padrão de HPA. Os solos utilizados foram dos seguintes locais: Nova Lima MG, Lavras MG, Casimiro de Abreu RJ e Luiz Eduardo Magalhães BA. Todos possuíam características granulométricas e químicas diferentes entre si. Dois solos foram classificados em latossolos vermelhos, um em vermelho-amarelo e um em planossolo. Houve diferença significativa na eficiência de recuperação de alguns HPA quando comparados os quatro tipos de solos, já para outros HPA não evidenciou-se influência da tipologia do solo

Phenotype and Function of Monocyte-Derived Dendritic Cells from Chinese Rhesus Macaques

Dendritic cells (DCs) play a pivotal role in linking the innate immunity and acquired immunity in responses to pathogen. Non-human primates such as Chinese Rhesus Macaque (CRM) are the favorable models for preclinical study of potential therapeutic drugs,

Report of the ICM best practices Southeast Asia workshop, Bogor, Indonesia, 12-13 January, 2011

The workshop objectives were to discuss the status of Community Based Coastal Resource Management (CB-CRM), Integrated Coastal Management (ICM) and Co-management in Indonesia,Malaysia, Myanmar and Thailand.

Individual grain boundary properties and overall performance of metal-organic-deposition coated conductors

We have investigated single grain boundaries (GBs) isolated in coated conductors produced by Metal-Organic Deposition (MOD). When a magnetic field is swept in the film plane, an angle-dependent crossover from boundary to grain limited critical current density Jc is found. In the force-free orientation, even at fields as high as 8 T, the GBs still limit Jc. We deduce that this effect is a direct consequence of GB meandering. We have employed these single GB results to explain the dependence of Jc of polycrystalline tracks on their width: in-plane measurements become flatter as the tracks are narrowed down. This result is consistent with the stronger GB limitation at field configurations close to force-free found from the isolated boundaries. Our study shows that for certain geometries even at high fields the effect of GBs cannot be neglected.

The Sales Process Practice of Food and Drink SMEs - A Holistic Conceptual Framework: Steps, dimensions, barriers and enablers.

Purpose –The research examines the sales process practised by SMEs, and barriers and enablers that hinder and support effective selling practices from the selling organisation’s perspective in Scottish-based Food and Drink firms. Design/methodology approach - – The paper adopts an interpretivist perspective with qualitative data gathered through face-to-face semi-structured interviews. 20 people involved in selling activities were interviewed from 15 SMEs across Scotland. Thematic analysis established key findings regarding the sales process practice. Findings – Five themes emerged that affect the operationalisation of the selling process: the owner manager has considerable involvement in the sales process, SMEs with some degree of sales knowledge take a more systematic approach, SMEs lack awareness of how CRM technology can assist them, power is tipped in favour of the buyer and, the geographic location of the SME places constraints on how SMEs conduct business Research limitation/implication – Thematic analysis was chosen over other more traditional methods due to the lack of relevant quantitative data. The phenomenon of the research and research methodology means that it will not be possible to repeat this study and replicate its findings. However, the process that has been adopted does provide a basis for future research. Originality/value - The paper identifies areas where future research is required in the field alongside suggestions where policy makers and government business agencies might focus intervention to assist SMEs improve delivery of the sales process and selling effectiveness

Area laws and entanglement distillability of thermal states

We study the entanglement distillability properties of thermal states of many-body systems Following the ideas presented in [6, A Ferraro et al., Phys. Rev Lett 100, 080502 (2008)], we first discuss the appearance of bound entanglement in those systems satisfying an entanglement area law Then, we extend these results to other topologies, not necessarily satisfying an entanglement area law We also study whether bound entanglement survives in the macroscopic limit of an infinite number of particles.

Extending Customer Relationship Management into a Social Context

Informed by the resource-based view, this study draws on customer relationship management (CRM) and value co-creation literature to develop a framework examining the impact of social networking sites on processes to manage customer relationships. Facilitating the depth and networked interactions necessary to truly engage customers, social networking sites act as a means of enhancing customer relationships through the co-creation of value, moving CRM into a social context. Tested and validated on a data set of hotels, the main contribution of the study to service research lies in the extension of CRM processes, termed relational information processes, to include value co-creation processes due to the social capabilities afforded by social networking sites. Information technology competency and social media orientation act as critical antecedents to these processes, which have a positive impact on both financial and non-financial aspects of firm performance. The theoretical and managerial implications of these findings are discussed accordingly.

Past and future climate change in the context of memorable seasonal extremes

It is thought that direct personal experience of extreme weather events could result in greater public engagement and policy response to climate change. Based on this premise, we present a set of future climate scenarios for Ireland communicated in the context of recent, observed extremes. Specifically, we examine the changing likelihood of extreme seasonal conditions in the long-term observational record, and explore how frequently such extremes might occur in a changed Irish climate according to the latest model projections. Over the period (1900-2014) records suggest a greater than 50-fold increase in the likelihood of the warmest recorded summer (1995), whilst the likelihood of the wettest winter (1994/95) and driest summer (1995) has respectively doubled since 1850. The most severe end-of-century climate model projections suggest that summers as cool as 1995 may only occur once every ∼7 years, whilst winters as wet as 1994/95 and summers as dry as 1995 may increase by factors of ∼8 and ∼10 respectively. Contrary to previous research, we find no evidence for increased wintertime storminess as the Irish climate warms, but caution that this conclusion may be an artefact of the metric employed. It is hoped that framing future climate scenarios in the context of extremes from living memory will help communicate the scale of the challenge climate change presents, and in so doing bridge the gap between climate scientists and wider society.

Implementation of a new atomic basis for the He i equilibrium line ratio technique for electron temperature and density diagnostic in the SOL for H-mode plasmas in DIII-D

Evaluating the ratio of selected helium lines allows for measurement of electron densities and temperatures. This technique is applied for L-mode plasmas at TEXTOR (O. Schmitz et al., Plasma Phys. Control. Fusion 50 (2008) 115004). We report our first efforts to extend it to H-mode plasma diagnostics in DIII-D. This technique depends on the accuracy of the atomic data used in the collisional radiative model (CRM). We present predictions for the electron temperatures and densities by using recently calculated R-Matrix With Pseudostates (RMPS) and Convergent Close-Coupling (CCC) electron-impact excitation and ionization data. We include contributions from higher Rydberg states by means of the projection matrix. These effects become significant for high electron density conditions, which are typical in H-mode. We apply a non-equilibrium model for the time propagation of the ionization balance to predict line emission profiles from experimental H-mode data from DIII-D. © 2010 Elsevier B.V. All rights reserved.

Cumulus momentum fluxes in cloud-resolving model simulations of toga-coare

O objectivo deste trabalho científico é o estudo do transporte vertical de momento linear horizontal (CMT) realizado por sistemas de nuvens de convecção profunda sobre o oceano tropical. Para realizar este estudo, foram utilizadas simulações tridimensionais produzidas por um modelo explícito de nuvens (CRM) para os quatro meses de duração da campanha observacional TOGA COARE que ocorreu sobre as águas quentes do Pacífico ocidental. O estudo foca essencialmente as características estatísticas e à escala da nuvem do CMT durante um episódio de fortes ventos de oeste e durante um período de tempo maior que incluí este evento de convecção profunda. As distribuições verticais e altitude-temporais de campos atmosféricos relacionados com o CMT são avaliadas relativamente aos campos observacionais disponíveis, mostrando um bom acordo com os resultados de estudos anteriores, confirmando assim a boa qualidade das primeiras e fornecendo a confiança necessária para continuar a investigação. A sensibilidade do CMT em relação do domínio espacial do model é analisada, utilizando dois tipos de simulações tridimensionais produzidas por domínios horizontais de diferente dimensão, sugerindo que o CMT não depende da dimensão do domínio espacial horizontal escolhido para simular esta variável. A capacidade da parameterização do comprimento de mistura simular o CMT é testada, destacando as regiões troposféricas onde os fluxos de momento linear horizontal são no sentido do gradiente ou contra o gradiente. Os fluxos no sentido do gradiente apresentam-se relacionados a uma fraca correlação entre os campos atmosféricos que caracterizam esta parameterização, sugerindo que as formulações dos fluxos de massa dentro da nuvem e o fenómeno de arrastamento do ar para dentro da nuvem devem ser revistos. A importância do ar saturado e não saturado para o CMT é estudada com o objectivo de alcançar um melhor entendimento acerca dos mecanismos físicos responsáveis pelo CMT. O ar não saturado e saturado na forma de correntes descendentes contribuem de forma determinante para o CMT e deverão ser considerados em futuras parameterizações do CMT e da convecção em nuvens cumulus. Métodos de agrupamento foram aplicados às contribuições do ar saturado e não saturado, analisando os campos da força de flutuação e da velocidade vertical da partícula de ar, concluindo-se a presença de ondas gravíticas internas como mecanismo responsável pelo ar não saturado. A força do gradiente de pressão dentro da nuvem é também avaliada, utilizando para este efeito a fórmula teórica proposta por Gregory et al. (1997). Uma boa correlação entre esta força e o produto entre efeito de cisalhamento do vento e a perturbação da velocidade vertical é registada, principalmente para as correntes ascendentes dentro da nuvem durante o episódio de convecção profunda. No entanto, o valor ideal para o coeficiente empírico c*, que caracteriza a influência da força do gradiente de pressão dentro da nuvem sobre a variação vertical da velocidade horizontal dentro da nuvem, não é satisfatoriamente alcançado. Bons resultados são alcançados através do teste feito à aproximação do fluxo de massa proposta por Kershaw e Gregory (1997) para o cálculo do CMT total, revelando mais uma vez a importância do ar não saturado para o CMT.