Detecting Customer Queue “at-risk” Behaviors Based on Ethograms to Minimize Overall Service Dissatisfaction

Every service encounter corresponds to a “queue network” in which a system of waiting lines is connected to servers. We posit that each production service type (e.g., restaurant, airport) requires an adapted queue design in order to maximize attributes salient to customers (i.e., their primary elements of per-ceived value) in today’s globalized service environment. While the queues have been studied from many angles, a scientific contribution based on a human ethol-ogy approach proposing the early identification of “at-risk” behaviors to regulate queue dynamics seems to be novel. To remedy this shortcoming, the large-scale food distribution sector has been chosen for the application of a naturalistic ob-servation approach to describe in detail the behavior of customer queues. Sixteen immersion episodes were conducted in the months between May and June 2016. Using RQDA, we analyzed the immersion transcripts and identified typical cus-tomer queue behavioral patterns. Then, we developed an ethogram containing what we considered to be “at-risk” queue behaviors. This ethogram can ulti-mately be used as an anticipatory indicator in the context of feedforward man-agement controls. Feedforward control, as opposed to classical feedback con-trols, is based on the early detection of risks and the implementation of mitigation before damage occurs. While this approach requires human attention and exper-tise (which can be quite expensive and labor-intensive), there is also potential for human ethology to assist managers with supportive or complementary automa-tion. Indeed, the factual description of behaviors contained in our ethogram can easily be coded with modern technology like facial expression and body recog-nition technologies

Chirurgie de la colonne cervicale rhumatoïde [Rheumatoid arthritis of the cervical spine: surgical management]

Cervical spine involvement in patients suffering from rheumatoid arthritis significantly increases with time. This progression results in C1-C2 instability, vertical subluxation, subaxial spine subluxation or a combination of those three types of instability. It can remain asymptomatic or present with pain and/or neurological symptoms. Surgical treatment could be indicated in the presence of C1-C2 instability greater than 6 mm or even grater than 3 mm if there is associated vertical subluxation. Surgery can be associated with significant mortality and morbidity. In the presence of myelopathy surgical results can be particularly unfavourable with a mortality as high as 50%. It seems therefore important to proceed to surgical stabilisation quite early in order to prevent the onset of neurological involvement. Primary fusion extending to the upper thoracic spine should also be considered in selected patients in order to avoid the onset of caudal instability which can present with late development of progressive myelopathy

La procédure administrative par la jurisprudence: année 2016

Destiné aux étudiants, l'ouvrage permet d'avoir rapidement accès à la jurisprudence la plus récente sur des notions de base de la procédure administrative. Vous y trouverez une sélection d'arrêts rendus durant l'année 2016, résumés en français, et exposés de façon analytique. Le livre peut être lu du début à la fin, comme une introduction casuistique à la procédure administrative ou utilisé selon les besoins d'un cas. En lien avec le colloque consacré à la qualité pour recourir, la présente publication comporte en outre un article de fond de Me Laurent Pfeiffer intitulé "La qualité pour recourir - quelques questions choisies"