A Comparison of Information Technology Mediated Customer Services Between the U.S. and China

Information technology mediated customer service is a reality of the 21st century. More and more companies have moved their customer services from in store and in person to online through computer or mobile devices. Using 442 responses collected from one USA university (234 responses) and two Chinese universities (208 responses), the study investigates customer preferences over two service delivery models (either in store or online) on five types of purchasing (retail, eating-out, banking, travel and entertainment) and their perception difference in customer service quality between those two delivery models in the U.S. and China. The results show that the majority of the U.S. and Chinese students prefer in-store and in person for eating out and prefer computer/mobile devices for ordering tickets for travel and entertainment. In addition, more than half of the U.S. students prefer in person services for retail and banking, and this number reduces to 40% for Chinese students. In most customer service quality measurements, the results also show that Chinese students give higher ratings for ordering through a computer/mobile device than ordering in store, indicating ordering through computer/mobile devices has become more acceptable in China and has been perceived as having better customer services quality than in-store ordering

Sustaining K-12 Professional Development in Geology: Recurrent Participation in RockCamp

Researchers surveyed repeat attendees in a geology professional development program known as RockCamp in order to determine the reasons for their sustained involvement in this program. This article describes their findings, which suggest that the teachers' sustained involvement in the RockCamp Program is stimulated by situated learning experiences stressing a compare, contrast, connect, and construct pedagogy within a supportive learning community. Most teachers cited such reasons as efficacy, fun, right time of life, and support, as well as content, friendship, and methodology as reasons for their continued participation in the program. Educational levels: Graduate or professional

Managing Global Training Utilizing Distance Learning Technologies and Techniques: The United States Army Readiness Training

Distance learning (e-learning) is expanding at a very rapid pace as organizations throughout the world search for economical, responsive, and effective means to train workers to meet the challenges of the information age workplace. The Army Distance Learning Program (TADLP) model is discussed in the context of the global e-learning environment. Both e-learning infrastructure and management issues are identified, with emphasis on: (1) developing policy, (2) measuring performance, (3) managing resources, (4) maintaining standards, and (5) satisfying users. The TADLP program is challenging to manage effectively, and difficult to accurately assess program outcomes. The TADLP program is shown to have a well-executed infrastructure plan, quality management of both facilities and services by contractor-supplied staff, and well-designed classrooms. However, the program suffers from limited courseware, creating a bottleneck for full program utilization. A discussion follows relating the Army program to public and private e-learning programs and expectations.

Replacing the Patient: The Fiction of Prosthetics in Medical Practice

The invention of computer simulations used for practicing surgical maneuvers in a video game-like format has an ancestry in the artificial limbs of history and is reflected, grotesquely, in Edgar Allan Poe\u27s short story, The Man That Was Used Up . The nineteenth century worked to ensure that the incomplete body did indeed retain a sense of self by creating prostheses to mimic corporeal wholeness. Our present-day technology seems intent on doing precisely the opposite, deliberately fragmenting the body and challenging our understanding of the body and the prosthetic

Alterted States: Envisioning the Masculin Woman

To be sure, Benchley\u27s satiric portrait does confuse our contemporary sociological notions of the differences between sex and gender..

The expansion of Araucaria forest in the southern Brazilian highlands during the last 4000 years and its implications for the development of the Taquara/Itararé Tradition

Reproduced with permission of the publisher. Copyright © Maney Publishing 2007.An examination of the late Holocene environmental and cultural sequences of the southern Brazilian highlands indicates that the colonisation of this region by the Taquara/Itararé people is associated with the expansion of Araucaria forest resulting from the onset of wetter climatic conditions in the region, which started between around 1410 and 900 cal. yr BP. The more intense and permanent human occupation of this region is associated with the advance of Araucaria forest, which provided Taquara/Itararé groups with a newly abundant and reliable resource: Araucaria seeds. In addition, we review the evidence for landscape transformation associated with the beginning of food-production in the region. Charcoal records show that local populations may have practiced slash-and-burn agriculture at lower elevations since the beginning of the late Holocene around 4320 cal. yr BP, and continued this practice during the second part of the late Holocene

Late Quaternary vegetation and climate dynamics in southeastern Amazonia inferred from Lagoa da Confusão in Tocantins State, northern Brazil

Late Quaternary vegetation and climate dynamics have been reconstructed by pollen analysis of a lacustrine sediment core from Lagoa da Confusão. The lake lies about 160 km southwest of Palmas, capital of Tocantins State. The study area is located in the cerrado (savanna) and cerrado/Amazon rain forest transition region of southeastern Amazonia. The record, dated by 4 AMS radiocarbon dates, provide insight into vegetation and climate dynamics of late Pleistocene and Holocene age. Pollen data indicate that the study region was dominated by cerrado (savanna), fìrst of the campo limpo type (grassland savanna) between 60,300-51,700 (chronology A) or 29,000-27,400 (14)C yr B.P. (chronology B) and than of the campo sujo type between 51,700-24,670 (chronology A) or 27,400-14,000 (14)C yr B.P. (chronology B). Existing small areas of gallery forests increased slightly during the second period. Amazon forest taxa occurred sparsely in the study region. The palaeovegetation infer a markedly drier climate (low precipitation and long annual dry season) during the glacial periods compared to the modern climate. A sedimentary gap probably occurred during the full glacial and/or Lateglacial period, suggesting drier climatic conditions than during the two earlier periods. During the early and mid Holocene the campo cerrado type (savanna woodland) was dominant and the landscape was more forested by the stronger presence of gallery forest and Amazon forest trees. Precipitation was higher, and the length of the annual dry season was shorter than during the late Pleistocene periods. After 5460 (14)C yr B.P. campo cerrado was still dominant, but forest cover increased markedly by the expansion Amazon forest populations and palm trees, reflecting the wettest climate period recorded. The results from Lagoa da Conlusão support the general trend of dry glacial conditions, as reported from other tropical South American lowland regions. The expansion of the Amazon rain forest since the mid Holocene in northwestern and southwestern Amazonia is now also confirmed for the southeastern Amazon region