Service quality in a post-crisis context: emotional effects and behaviours

Purpose – The purpose of this paper is to analyse the influence of service quality dimensions as determinants of the emotional and relational behaviours experienced by the client in bank branches in the post-crisis context experienced by Spanish financial institutions. Design/methodology/approach – Data taken from a total of 1,125 customers were analysed through structural equations modelling (EQS6.1) to test the relationships of the proposed model’s variables. Findings – The results support the hypotheses stated, with the exception of the influence of a service quality dimension (servicescape) on emotions during the service. In fact, the dimensions of the service quality of an intangible nature (personnel, outcome and social) are determinants of the positive emotions and relational behaviours of clients around the service provided by the branches. For its part, servicescape quality, of a more tangible nature, exerts indirect influence on the other dimensions that compose the quality of service. Practical implications – This paper provides senior bank executives established evidence on the degree of influence of the different dimensions in relation to the quality of service in the bank branch. Furthermore, it emphasises the importance of emotional factors during service as essential elements in strengthening customer–staff relationships under a non-transactional dynamic. Originality/value – This paper has adopted an analytical holistic, theoretical and empirical perspective on the impact of the different dimensions of service quality (servicescape, personnel, outcome and social) as well as to the emotions experienced by banking customers during services and its lasting effect on customer engagement and customer advocacy

Biotechnologies for air pollution control: overcoming design and operational limitations

Tradicionalmente la contaminación ambiental ha recibido menor atención que otros tipos de contaminación. Sin embargo hoy en día el mundo se enfrenta a importantes desafíos relacionados con contaminantes gaseosos. Este tipo de contaminación puede tratarse mediante tecnologías "end-of-pipe" que se clasifican en dos tipos: físico/químicas y biológicas. Las tecnologías biológicas son alternativas más sostenibles, pero aún presentan limitaciones para su implementación a gran escala o su adaptación a algunos tipos concretos de contaminantes. La presente tesis realizó un análisis del estado del arte de diferentes tecnologías para el tratamiento de la contaminación atmosférica identificando sus ventajas e inconveninentes. Una vez identificados los puntos débiles de las tecnologías biológicas, se propusieron distintas soluciones desde el punto de vista microbiológico y de operación para superarlos.Departamento de Ingeniería Química y Tecnología del Medio Ambient

Methodology and Final Results of the Medellin Seismic Instrumentation and Microzonation Project

Medellin is an important industrial city of Colombia, which is the capital of Antioquia province (department) and it is located in the northwest of this country. It has a very high population density about 2,000,000 people and an area of just 100 km2. Its location makes it very susceptible to suffer earthquakes and its great topographical and geological diversity stand out the importance of local effects associated to earthquakes. These reasons led to carry out the Medellin Seismic Instrumentation and Microzonation Study, which main purpose was to develop and propose new provisions for designing and constructing new buildings in Medellin. The results of this project are also very useful to determine potential damage of existing constructions during earthquake motions. This paper describes the detail methodology of the Medellin Seismic Instrumentation and Microzonation Project and discusses the final results of this study

Comparación entre el efecto emético del propofol y tiopental en pacientes post operados atendidos en el Hospital Víctor Lazarte Echegaray 2019

Se llevó a cabo un estudio para determinar el efecto emético del propofol en comparación al tiopental en pacientes post operados atendidos en el Hospital Víctor Lazarte Echegaray 2019, por medio de un diseño analítico comparativo, prospectivo y de corte longitudinal. Se incluyeron pacientes intervenidos bajo anestesia general a quienes se les administró propofol o tiopental atendidos en el Hospital Víctor Lazarte Echegaray 2019. Se utilizara una muestra de 146 pacientes quienes se distribuirán en dos grupos de 73 pacientes para cada estrategia farmacológica. En caso de las variables cualitativas se utilizará las frecuencias relativas y absolutas; mientras que para las variables cuantitativas se determinara mediante medidas de tendencia central (promedio) y dispersión (desviación estándar). Se utilizara la prueba Chi- cuadrado para variables cualitativas y la prueba t de student para variables cuantitativas, con un grado de significancia del 5% para ambas pruebas, otorgándose como significativo un p < 0,05.Tesis de segunda especialida