The impact of staff empowerment and communication style on customer evaluations: The special case of service failure

Empowering front-line staff to deal with service failures has been proposed as a method of recovering from service breakdown and ensuring greater customer satisfaction. However, no empirical study has investigated consumer responses to empowerment strategies. This research investigates the effect on customer satisfaction and service quality of two employee characteristics: the degree to which the employee is empowered (full, limited, and none), and the employee's communication style (accommodative - informal and personal, and underaccommodative-formal and impersonal). These employee characteristics are studied within the context of service failures. Subjects were shown videotaped service scenarios, and asked to complete satisfaction and service quality ratings. Results revealed that the fully empowered employee produced more customer satisfaction than the other conditions, but only when the service provider used an accommodating style of communication. Fully empowered and nonempowered employees were not judged differently when an underaccommodating style of communication was adopted. (C) 1997 John Wiley & Sons, Inc.

Adolescent risk behaviors and communication research - Current directions

Examples of recent research into adolescent risk behaviors from a variety of disciplines and methodologies, denoting the range of researchers interested in this area and whose interest in communication and language articulates and exemplifies the extent of the field, are surveyed in this article.

Digital radiology and Picture Archiving and Communication System (PACS)

Plain radiography still accounts for the vast majority of imaging studies that are performed at multiple clinical instances. Digital detectors are now prominent in many imaging facilities and they are the main driving force towards filmless environments. There has been a working paradigm shift due to the functional separation of acquisition, visualization, and storage with deep impact in the imaging workflows. Moreover with direct digital detectors images are made available almost immediately. Digital radiology is now completely integrated in Picture Archiving and Communication System (PACS) environments governed by the Digital Imaging and Communications in Medicine (DICOM) standard. In this chapter a brief overview of PACS architectures and components is presented together with a necessarily brief account of the DICOM standard. Special focus is given to the DICOM digital radiology objects and how specific attributes may now be used to improve and increase the metadata repository associated with image data. Regular scrutiny of the metadata repository may serve as a valuable tool for improved, cost-effective, and multidimensional quality control procedures.

Information and communication technologies in education – a web-based intelligent tutoring system on teaching and learning electrical project

Electrical activity is extremely broad and distinct, requiring by one hand, a deep knowledge on rules, regulations, materials, equipments, technical solutions and technologies and assistance in several areas, as electrical equipment, telecommunications, security and efficiency and rational use of energy, on the other hand, also requires other skills, depending on the specific projects to be implemented, being this knowledge a characteristic that belongs to the professionals with relevant experience, in terms of complexity and specific projects that were made.

Cultural organizations and communication in portuguese decentralization policy

This paper intends to show the Portuguese municipalities’ commitment, since the first decade of this century, in cultural facilities of municipal management and how it provided 12 of the 18 district capitals of mainland Portugal with cultural equipment, but after all we want to know if this effort resulted in a regular, diverse, and innovative schedule. Investing in urban regeneration, local governments have tried to convert cities’ demographic changes (strengthening of the most educated and professionally qualified groups) in effective cultural demands that consolidate the three axes of development competitiveness-innovation-creativity. What the empirical study to the programming and communication proposals of those equipment shows is that it is not enough to provide cities with facilities; to escape to a utilitarian conception of culture, there is a whole work to be done so that such equipment be experienced and felt as new public sphere. Equipment in which proposals go through a fluid bind, constructed through space and discourse with local community, devoted a diversified and innovative bet full filling development axis. This paper presents in a systematic way what contributes to this binding on the analyzed equipment.

Cultural organizations and communication in portuguese decentralization policy

This presentation intends to show to what extent the Portuguese municipalities’ commitment, from the first decade of this century, in cultural facilities of municipal management and which has provided 12 of the 18 district capitals of mainland Portugal with equipment, resulted in a regular, diverse and innovative schedule. Investing in urban regeneration, local government has tried to convert cities’ demographic changes (strengthening of the most educated and professionally qualified groups) in effective cultural demands that consolidate the three axes of development competitiveness-innovation-creativity. What the empirical study to the programming and communication proposals of those equipment shows is that it is not enough to provide cities with facilities; to escape to a utilitarian conception of culture, there is a whole work to be done so that such equipment be experienced and felt as new public sphere. Equipment in which proposals go through a fluid bind, constructed through space and discourse with local community, devotes a diversified and innovative bet full filling development axis. This paper presents in a systematic way what contributes to this binding on the analyzed equipment.

AUV Control and Communication using Underwater Acoustic Networks

Underwater acoustic networks can be quite effective to establish communication links between autonomous underwater vehicles (AUVs) and other vehicles or control units, enabling complex vehicle applications and control scenarios. A communications and control framework to support the use of underwater acoustic networks and sample application scenarios are described for single and multi-AUV operation.

Introduction to special Issue: future priorities in European media and communication research

(Excerto) The European Journal of Communication seeks to present the best in current research in the broad field of media and communication research. Irregularly, we seek to take stock by inviting a small group of leading scholars to present their work at a symposium on a common theme, which then forms the basis for a Special Issue of the Journal. In 2014, the European Science Foundation (ESF) published one of their ‘Forward Looks’ entitled Media in Europe: New Questions for Research and Policy. We subsequently invited several of the Forward Look’s authors to meet and discuss their work with us at a symposium hosted by the European University Cyprus, and the discussion and revised papers that resulted are published here.

Desarrollos innovadores, estrategias de aprendizaje e interacciones de comunicación llevadas a cabo con Tecnologías de la Información y la Comunicación en el área de Ciencias Experimentales. Innovative developments, learning strategies and communication interactions carried out with CIT in experimental science.

Las Tecnologías de la Información y la Comunicación (TIC) han alcanzando una fuerte expansión en la última década y se convierten en una estrategia clave para la educación científica y tecnológica. Actualmente se realizan significativas inversiones en computadoras e insumos acordes a esta tecnología lo que no garantiza que éstas mejores disponibilidades sean necesariamente conducentes a propuestas educativas aceptables, ya que la incorporación de las TIC en la educación científica no puede consistir en un mero cambio de soporte sin que esto se acompañe de una renovación constructivista del aprendizaje. También se observa un escaso desarrollo y aplicación de las TIC tanto en la formación de grado de las carreras científicas, como en la formación permanente de los docentes. A partir de lo expuesto, nos planteamos los siguientes problemas: ¿cómo generar cursos de formación docente con alternativas virtuales que garanticen la construcción, actualización y transferencia de conocimientos en las disciplinas científicas? ¿qué diseño de materiales se requiere para potenciar aprendizajes flexibles de calidad?, ¿qué dimensiones, variables e indicadores dan cuenta de procesos de comunicación en estos entornos?, ¿Cuáles son las principales estrategias que promueven los desarrollos tecnológicos? ¿De qué manera se lleva a cabo el seguimiento y evaluación de los desarrollos tecnológicos? Para dar respuesta a estos interrogantes nos planteamos este proyecto que tiene por objetivos: diseñar, desarrollar, implementar y evaluar materiales basados en un modelo constructivista que utiliza como soporte las TIC el marco de la "Enseñanza para la Comprensión". Analizar las relaciones que se establecen en el intercambio comunicativo a través de las TIC, ya sea de manera síncrona o asíncrona e identificar las estrategias de aprendizaje utilizadas por los estudiantes cuando trabajan con entornos virtuales. Se profundizará en los siguientes temas: "La materia y sus cambios", "Biotecnología" y "Dilemas investigativos a los que se enfrentan los científicos". Los dos primeros módulos estarán destinados a la formación de futuros docentes en Ciencias y a la formación permanente de docentes en ejercicio. Los usuarios del tercer módulo serán los estudiantes del ciclo de nivelacion. Se propone desarrollar instrumentos de evaluación, adaptando indicadores que sirvan para evaluar el modelo, el diseño de los materiales, el medio tecnológico, la eficiencia de estos programas con TIC. Se van a definir variables que permitan identificar las estrategias de aprendizaje utilizadas por los usuarios de estos desarrollos tecnológicos y las relaciones que se establecen en el intercambio comunicativo de los entornos virtuales, haciendo hincapié en la lecto-escritura científica. Se utilizará la plataforma Moodle que permite la administración de los estudiantes, las interacciones sociales necesarias para integrar una comunidad de aprendizaje a través de los foros y correo electrónico y la evaluación continua de los aprendizajes. El desarrollo de los contenidos específicos y las actividades de aprendizaje se hará en CD interactivos elaborados con diferentes programas de computación. En el desarrollo de los materiales se incluyen algunas simulaciones interactivas que permiten comprender conceptos que habitualmente requerían experimentación fáctica. El estudio se enmarca en la combinación de dos enfoques metodológicos que integran técnicas y procedimientos de análisis tanto cuantitativos como cualitativos. Consideramos que esta investigación es una contribución teórica importante ya que propone mejorar un modelo para la enseñanza de las Ciencias Naturales introduciendo las TIC. Se espera realizar un aporte novedoso al campo de la Didáctica de las Ciencias con la obtención de los resultados y acciones tendientes a establecer una red de comunicaciones entre los docentes participantes y los investigadores involucrados en el programa, instalada en forma progresiva.