Measuring Customer Satisfaction on the Internet

Based on the Expectancy Disconfirmation Model as the underlying construct, methods to measure customer satisfaction with products and the steps to be undertaken in the research process are investigated. The measurement of Derived Satisfaction using (dis)confirmation was identified to be the appropriate approach to CS measurement. Prior research has also shown that during the research process, several points specific to CS measurements need to be accounted for. The Internet services currently used by marketing and social researchers include E-mail, mailinglists, newsgroups, Internet Chat, the World Wide Web (WWW) and Virtual Worlds. Virtual Worlds, being most advantageous for observational studies, are not useful for customer satisfaction research. Virtual Communities, in turn, have some promising characteristics for future use. Internet research methods based on these services include E-mail surveys and WWW-surveys. Common advantages of E-mail- and WWW-surveys include administrative and response speed, cost savings and global reach of respondents. Their greatest common disadvantage is the non-representativeness of the respondents for the larger population as well as their self-selection. Unless access is restricted to a known population, probability sampling is impossible when using the World Wide Web. Based on these insights, the Internet was found to be an advantageous medium for customer satisfaction studies only if specific conditions are met. Companies need to investigate on a case-by-case basis if the online measurement of customer satisfaction is possible in their specific situation. The recommendations were summarized in a decision-making framework. The results of a survey among market research agencies show that practitioners are to a large extent aware of the limitations within which the Internet can be used for customer satisfaction surveys. However, especially WWW-surveys sometimes are conducted in a way that does not lead to representative results.management information;

Data Portraits and Intermediary Topics: Encouraging Exploration of Politically Diverse Profiles

In micro-blogging platforms, people connect and interact with others. However, due to cognitive biases, they tend to interact with like-minded people and read agreeable information only. Many efforts to make people connect with those who think differently have not worked well. In this paper, we hypothesize, first, that previous approaches have not worked because they have been direct -- they have tried to explicitly connect people with those having opposing views on sensitive issues. Second, that neither recommendation or presentation of information by themselves are enough to encourage behavioral change. We propose a platform that mixes a recommender algorithm and a visualization-based user interface to explore recommendations. It recommends politically diverse profiles in terms of distance of latent topics, and displays those recommendations in a visual representation of each user's personal content. We performed an "in the wild" evaluation of this platform, and found that people explored more recommendations when using a biased algorithm instead of ours. In line with our hypothesis, we also found that the mixture of our recommender algorithm and our user interface, allowed politically interested users to exhibit an unbiased exploration of the recommended profiles. Finally, our results contribute insights in two aspects: first, which individual differences are important when designing platforms aimed at behavioral change; and second, which algorithms and user interfaces should be mixed to help users avoid cognitive mechanisms that lead to biased behavior.Comment: 12 pages, 7 figures. To be presented at ACM Intelligent User Interfaces 201

Using Internet in Stated Preference Surveys: A Review and Comparison of Survey Modes

Internet is quickly becoming the survey mode of choice for stated preference (SP) surveys in environmental economics. However, this choice is being made with relatively little consideration of its potential influence on survey results. This paper reviews the theory and emerging evidence of mode effects in the survey methodology and SP literatures, summarizes the findings, and points out implications for Internet SP practice and research. The SP studies that compare Internet with other modes do generally not find substantial difference. The majority of welfare estimates are equal; or somewhat lower for the Internet surveys. Further, there is no clear evidence of substantially lower quality or validity of Internet responses. However, the degree of experimental control is often low in comparative studies across survey modes, and they often confound measurement and sample composition effects. Internet offers a huge potential for experimentation and innovation in SP research, but when used to derive reliable welfare estimates for policy assessment, issues like representation and nonresponse bias for different Internet panels should receive more attention.Internet; survey mode; contingent valuation; stated preferences

The impact of the reference price system on the pharmaceutical market: A theoretical approach

This article analyses the impact of the reference price system on the price-setting strategies of the pharmaceutical firms and on the level of generic usage. This model is the first to take explicitly into account the impact of the reference price mechanism on the level of competition between brand-name and generic drugs and national pharmaceutical spending. We consider a duopolistic model with one firm producing the brand-name drug, whose patent has already expired, and the other producing the corresponding generic version. We work in a partial equilibrium framework where firms set prices sequentially and consumers face heterogeneous switching costs.We show that brand producers compensate the decline of profits by selling greater quantities instead of charging higher prices, thus fostering price competition in the pharmaceutical market. This result is a consequence of both the assumption of a vertically differentiated model and the introduction of the reference price system.Brand-name and generic drugs, pricing mechanismand switching costs

INTEGRATION OF INTELLIGENCE TECHNIQUES ON THE EXECUTION OF PENETRATION TESTS (iPENTEST)

Penetration Tests (Pentests) identify potential vulnerabilities in the security of computer systems via security assessment. However, it should also benefit from widely recognized methodologies and recommendations within this field, as the Penetration Testing Execution Standard (PTES). The objective of this research is to explore PTES, particularly the three initial phases: 1. Pre-Engagement Interactions; 2. Intelligence Gathering; 3. Threat Modeling; and ultimately to apply Intelligence techniques to the Threat Modeling phase. To achieve this, we will use open-source and/or commercial tools to structure a process to clarify how the results were reached using the research inductive methodology. The following steps were implemented: i) critical review of the “Penetration Testing Execution Standard (PTES)”; ii) critical review of Intelligence Production Process; iii) specification and classification of contexts in which Intelligence could be applied; iv) definition of a methodology to apply Intelligence Techniques to the specified contexts; v) application and evaluation of the proposed methodology to real case study as proof of concept. This research has the ambition to develop a model grounded on Intelligence techniques to be applied on PTES Threat Modeling phase

PEER-REVIEWING, FEEDBACK & ASSESSMENT IN ENGINEERING TEACHING

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EXPORT CARTELS : A Developing Country Perspective

Export cartels are exempted from the competition laws of most countries. While some scholars and several WTO members have recently condemned such cartels, others have argued that they allow efficiency gains that actually promote competition and trade. This paper examines the various issues involved, with special reference to developing countries and to recent discussions on trade and competition policy. After summarising the contending views on export cartels, and also the scanty theoretical literature on the subject, it reviews the treatment of such cartels in various jurisdictions and the limited empirical evidence that is available on their prevalence, efficiency justifications, and effects on international trade. Insights from economic theory are then applied to the arguments for and against export cartels, suggesting criteria that could help to determine their validity and an importing country’s best response. The paper concludes that while importing countries should evaluate foreign export cartels under a “rule of reason”, most of them will be constrained by a lack of technical expertise and limited enforcement capacity. It suggests a novel approach, based on parallels with anti-dumping procedures, which would strengthen their hands.antitrust, competition policy, trade negotiations, WTO.