Cumulative Approach to Customer Satisfaction with Respect to Compact Segment Car Users

Earlier studies on measurement of customer satisfaction are based on either transaction specific or overall approaches. The transaction specific approach evaluates customer satisfaction with single components in the whole purchase process but the overall satisfaction was based on all the encounters or experiences to the customer throughout the purchase process. Consumers will comment on particular events of their purchase process when asked about transaction-specific satisfaction and they will comment their overall impression and general experiences in overall satisfaction (Bitner & Hubbert 1994) Through a critical review on the literature, it has been identified a new approaches to customer satisfaction, say, cumulative approaches that can be more useful than overall and transaction specific approaches for strategic decision making (Fornell et al 1996). The cumulative approach to customer satisfaction doesn’t study earlier due to the difficulty in operationalization of the concept. But the influencers of customer satisfaction are context specific and the prevailing models doesn’t give the sources of variations in the satisfaction, the importance of cumulative approaches to customer satisfaction has emerges that lights to a new research. The current study has focused to explore the influencers of overall customer satisfaction to form individual elements that can be used to identify the cumulative customer satisfaction.

An approach from positive psychology to mental health of university freshmen in Concepcion (Chile)

University is a demanding and changing environment for first year students, what could affect their mental health and their academic performance. Due these conditions, this research wanted to analyze mental health in freshmen of a private university in, Concepción, Chile, oriented by an approach from positive psychology. 554 were selected and surveyed to evaluate three variables: self-Esteem, satisfaction with life and optimism. furthermore, socio-demographic characteristics and mental health problems were assessed. Outcomes show that students evaluate positively themselves, their life and future. In addition, these variables are related with age, type of former school, religion, depression and anxiety. Systematic relationship found between these three strengths of mental health and their inverse relationship with the most prevalent problems in this area highlight the relevance that these three variables could have to define preventive and remedial strategies to promote student welfare.

Some indicators of satisfaction with the support system for students with disabilities in Secondary Education in Croatia

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El benestar psicològic en l'adolescència: la perspectiva de les ciències de la complexitat

El benestar psicològic, entès com la vessant psicològica que forma part del concepte més ampli de qualitat de vida, constitueix un àmbit d'estudi en expansió. Tot i tenir un passat més breu en comparació amb d'altres constructes psicosocials, cada vegada investigadors de les més diverses disciplines s'afegeixen a la llista d'estudiosos que fan del benestar psicològic un dels seus objectes d'investigació. Amb tot, l'estudi del benestar psicològic en l'adolescència constitueix probablement un dels àmbits en els quals la necessitat de seguir avançant es fa més evident. El seu estudi en subjectes adolescents té, a més, un doble interès. Per una part, els canvis i transicions que nois i noies experimenten durant l'adolescència comporten amb freqüència que sigui un període estressant per a molts d'ells/es, amb implicacions importants per al seu benestar psicològic. Aprofundir en el seu coneixement durant aquest període té un interès més enllà de l'estrictament científic i permet el disseny de programes de prevenció més ajustats a les problemàtiques que els/les adolescents puguin estar experimentant. L'exploració dels elements del benestar psicològic constitueix una de les estratègies d'aproximació al seu estudi. En aquesta tesi doctoral s'han seleccionat alguns dels elements que de la literatura científica es desprèn que tenen una connexió més estreta amb el benestar psicològic i que són la satisfacció amb la vida globalment i amb àmbits específics de la vida, l'autoestima, el suport social percebut, la percepció de control i els valors. Tot i que existeix un consens elevat en considerar que l'exploració d'aquests elements és de primera necessitat de cares a aprofundir en l'estructura del benestar psicològic, generalment han estat estudiats de forma separada, malgrat no falten intents d'integració teòrica. Les limitacions més importants que presenta l'estudi del benestar psicològic i el dels seus elements en l'actualitat són bàsicament de caràcter epistemològic i fan referència a la dificultat de trobar visions comunes (tant a nivell de definicions com de teories explicatives) compartides per una majoria d'investigadors socials. Aquestes limitacions justifiquen l'interès per dirigir l'atenció vers un altre tipus d'explicacions del benestar psicològic, qualitativament diferents a les disponibles, que no es refugiïn ni en reduccionismes ni en explicacions causals rígides. Les teories de la complexitat suposen una alternativa productiva en aquest sentit ja que aquelles característiques a través de les quals la complexitat ve donada (borrositat de límits, punts de catàstrofe, dimensions fractals, processos caòtics i no lineals), són, en definitiva, les mateixes propietats que caracteritzen als fenòmens psicosocials. I això inclou el de benestar psicològic. Les dades de les que disposem, obtingudes mitjançant un estudi transversal, impedeixen fer una aproximació al benestar psicològic des de totes les propietats de la complexitat esmentades a excepció de la característica de la no linealitat. L'objectiu general de la tesi ha estat el de construir un model de benestar psicològic a partir de les dades obtingudes que permetés: 1) Evidenciar relacions entre variables que fins aquests moments no han pogut ser massa explorades, 2) Contemplar aquestes relacions més enllà de la seva unidireccionalitat, i 3) Entendre el benestar psicològic en l'adolescència des d'un punt de vista més integrador i holista i, consegüentment, oferir una manera més comprehensiva d'aproximar-se a aquest fenomen. Aquesta tesi ha de ser entesa com un primer pas, fonamentalment metodològic, per l'elaboració futura de conceptualizacions sobre el benestar psicològic en l'adolescència que es basin en els principis que ens aporten les ciències de la complexitat. Malgrat els resultats obtinguts no estan absents de limitacions, obren noves perspectives d'anàlisi del benestar psicològic en l'adolescència.

Burnout em professores: a sua relação com a personalidade, estratégias de coping e satisfação com a vida

RESUMO: Foi objectivo do presente estudo relacionar Burnout, personalidade, afectividade, estratégias de coping e satisfação com a vida, numa amostra de 404 professores, do primeiro ciclo ao ensino universitário, com idades compreendidas entre 23 e 64 anos (…)

What is the new medicines use review ‘patient survey’ attempting to capture in the context of existing patient satisfaction with pharmacy questionnaires and a new conceptual framework?

The community pharmacy service medicines use review (MUR) was introduced in 2005 ‘to improve patient knowledge, concordance and use of medicines’ through a private patient–pharmacist consultation. The MUR presents a fundamental change in community pharmacy service provision. While traditionally pharmacists are dispensers of medicines and providers of medicines advice, and patients as recipients, the MUR considers pharmacists providing consultation-type activities and patients as active participants. The MUR facilitates a two-way discussion about medicines use. Traditional patient–pharmacist behaviours transform into a new set of behaviours involving the booking of appointments, consultation processes and form completion, and the physical environment of the patient–pharmacist interaction moves from the traditional setting of the dispensary and medicines counter to a private consultation room. Thus, the new service challenges traditional identities and behaviours of the patient and the pharmacist as well as the environment in which the interaction takes place. In 2008, the UK government concluded there is at present too much emphasis on the quantity of MURs rather than on their quality.[1] A number of plans to remedy the perceived imbalance included a suggestion to reward ‘health outcomes’ achieved, with calls for a more focussed and scientific approach to the evaluation of pharmacy services using outcomes research. Specifically, the UK government set out the main principal research areas for the evaluation of pharmacy services to include ‘patient and public perceptions and satisfaction’as well as ‘impact on care and outcomes’. A limited number of ‘patient satisfaction with pharmacy services’ type questionnaires are available, of varying quality, measuring dimensions relating to pharmacists’ technical competence, behavioural impressions and general satisfaction. For example, an often cited paper by Larson[2] uses two factors to measure satisfaction, namely ‘friendly explanation’ and ‘managing therapy’; the factors are highly interrelated and the questions somewhat awkwardly phrased, but more importantly, we believe the questionnaire excludes some specific domains unique to the MUR. By conducting patient interviews with recent MUR recipients, we have been working to identify relevant concepts and develop a conceptual framework to inform item development for a Patient Reported Outcome Measure questionnaire bespoke to the MUR. We note with interest the recent launch of a multidisciplinary audit template by the Royal Pharmaceutical Society of Great Britain (RPSGB) in an attempt to review the effectiveness of MURs and improve their quality.[3] This template includes an MUR ‘patient survey’. We will discuss this ‘patient survey’ in light of our work and existing patient satisfaction with pharmacy questionnaires, outlining a new conceptual framework as a basis for measuring patient satisfaction with the MUR. Ethical approval for the study was obtained from the NHS Surrey Research Ethics Committee on 2 June 2008. References 1. Department of Health (2008). Pharmacy in England: Building on Strengths – Delivering the Future. London: HMSO. www. official-documents.gov.uk/document/cm73/7341/7341.pdf (accessed 29 September 2009). 2. Larson LN et al. Patient satisfaction with pharmaceutical care: update of a validated instrument. JAmPharmAssoc 2002; 42: 44–50. 3. Royal Pharmaceutical Society of Great Britain (2009). Pharmacy Medicines Use Review – Patient Audit. London: RPSGB. http:// qi4pd.org.uk/index.php/Medicines-Use-Review-Patient-Audit. html (accessed 29 September 2009).

Do variations in substitution rates and male mutation bias correlate with life-history traits? A study of 32 mammalian genomes

Life-history traits vary substantially across species, and have been demonstrated to affect substitution rates. We compute genomewide, branch-specific estimates of male mutation bias (the ratio of male-to-female mutation rates) across 32 mammalian genomes and study how these vary with life-history traits (generation time, metabolic rate, and sperm competition). We also investigate the influence of life-history traits on substitution rates at unconstrained sites across a wide phylogenetic range. We observe that increased generation time is the strongest predictor of variation in both substitution rates (for which it is a negative predictor) and male mutation bias (for which it is a positive predictor). Although less significant, we also observe that estimates of metabolic rate, reflecting replication-independent DNA damage and repair mechanisms, correlate negatively with autosomal substitution rates, and positively with male mutation bias. Finally, in contrast to expectations, we find no significant correlation between sperm competition and either autosomal substitution rates or male mutation bias. Our results support the important but frequently opposite effects of some, but not all, life history traits on substitution rates. KEY WORDS: Generation time, genome evolution, metabolic rate, sperm competition.

A conceptual framework of patient satisfaction with a pharmacy adherence service

Background Patients do not adhere to their medicines for a host of reasons which can include their underlying beliefs as well as the quality of their interactions with healthcare professionals. One way of measuring the outcome of pharmacy adherence services is to assess patient satisfaction but no questionnaire exists that truly captures patients' experiences with these relatively new services. Objective Our objective was to develop a conceptual framework specific to patient satisfaction with a community pharmacy adherence service based on criteria used by patients themselves. Setting The study was based in community pharmacies in one large geographical area of the UK (Surrey). All the work was conducted between October 2008 and September 2010. Methods This study involved qualitative non-participant observation and semi-structured interviewing. We observed the recruitment of patients to the Medicines Use Review (MUR) service and also actual MUR consultations (7). We also interviewed patients (15). Data collection continued until no new themes were identified during analysis. We analysed interviews to firstly create a comprehensive account of themes which had significance within the transcripts, then created sub-themes within super-ordinate categories. We used a structure-process-outcome approach to develop a conceptual framework relating to patient satisfaction with the MUR. Favourable ethical opinion for this study was received from the NHS Surrey Research Ethics Committee on 2nd June 2008. Results Five super-ordinate themes linked to patient satisfaction with the MUR service were identified, including relationships with healthcare providers; attitudes towards healthcare providers; patients' experience of health, healthcare and medicines; patients' views of the MUR service; the logistics of the MUR service. In the conceptual framework, structure was conceptualised as existing relationships, environment, and time; process was conceptualised as related to recruitment and consultation stages; and outcome as two concepts of immediate patient outcomes and satisfaction on reflection. Conclusion We identified and highlighted factors that can influence patient satisfaction with the MUR service and this led to the development of a conceptual framework of patient satisfaction with the MUR service. This can form the basis for developing a questionnaire for measuring patient satisfaction with this and similar pharmacy adherence services. Impact of findings on practice * Pharmacists and researchers can access the relevant ideas presented here in relation to patient satisfaction with pharmacy adherence services. * Researcher can use the conceptual framework as a basis for measuring the quality of pharmacy adherence services. * Community pharmacists can improve the quality of healthcare they provide by realizing concepts relevant to patient satisfaction with adherence services.

Compositional Model Repositories via Dynamic Constraint Satisfaction with Order-of-Magnitude Preferences

The predominant knowledge-based approach to automated model construction, compositional modelling, employs a set of models of particular functional components. Its inference mechanism takes a scenario describing the constituent interacting components of a system and translates it into a useful mathematical model. This paper presents a novel compositional modelling approach aimed at building model repositories. It furthers the field in two respects. Firstly, it expands the application domain of compositional modelling to systems that can not be easily described in terms of interacting functional components, such as ecological systems. Secondly, it enables the incorporation of user preferences into the model selection process. These features are achieved by casting the compositional modelling problem as an activity-based dynamic preference constraint satisfaction problem, where the dynamic constraints describe the restrictions imposed over the composition of partial models and the preferences correspond to those of the user of the automated modeller. In addition, the preference levels are represented through the use of symbolic values that differ in orders of magnitude.

Patient satisfaction with maxillofacial prosthesis. Literature review

Obturators and facial prostheses are important not only in rehabilitation and aesthetics, but also in patient re-socialisation. The level of reintegration is directly related to the degree of satisfaction with rehabilitation. So, the maxillofacial prosthetics must provide patient satisfaction during treatment. This study aimed to search information in database and conduct a literature review on patient satisfaction with maxillofacial prosthesis. The problems experienced by these patients may decrease when specialists keep the patient on regular inspection. Rehabilitation through alloplasty or prosthetic restoration provides satisfactory conditions in aesthetics and well-being and reinstates individuals in familial and social environment. (C) 2008 British Association of Plastic, Reconstructive and Aesthetic Surgeons. Published by Elsevier Ltd. All rights reserved.

Patients' Expectations of and Satisfaction with Implant-Supported Fixed Partial Dentures and Single Crowns

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)