Identifying the Key Issues Measuring Loyalty

In the past researchers have chosen to measure loyalty using purely behavioural or attitudinal measures or attitude-behaviour combinations. The authors recommend that both attitudinal and behavioural loyalty should be measured to gain an appreciation of the loyalty make-up of the firm's customer base. Knowing the proportion of each type of loyalty is important as customer reactions to marketing efforts will differ depending on the factors underlying consistent purchase behaviour

Operational design co-ordination : an agent based approach

Operational design co-ordination has been identified as the basis for an approach to engineering design management that is more comprehensive than those that currently exist. As such, an integrated and holistic approach to operational design co-ordination has been developed that enables design to be managed in a coherent, appropriate and timely manner. Furthermore, the approach has been implemented within an agent-based software system, called the Design Co-ordination System, which has been applied to an industrial case study involving the computational design analysis of turbine blades. This application demonstrates that managing and adjusting in real-time in an operationally co-ordinated manner enables reductions in the time taken to complete the turbine blade design process to be achieved

Towards memory supporting personal information management tools

In this article we discuss re-retrieving personal information objects and relate the task to recovering from lapse(s) in memory. We propose that fundamentally it is lapses in memory that impede users from successfully re-finding the information they need. Our hypothesis is that by learning more about memory lapses in non-computing contexts and how people cope and recover from these lapses, we can better inform the design of PIM tools and improve the user's ability to re-access and re-use objects. We describe a diary study that investigates the everyday memory problems of 25 people from a wide range of backgrounds. Based on the findings, we present a series of principles that we hypothesize will improve the design of personal information management tools. This hypothesis is validated by an evaluation of a tool for managing personal photographs, which was designed with respect to our findings. The evaluation suggests that users' performance when re-finding objects can be improved by building personal information management tools to support characteristics of human memory