Professional service firms are relationship marketers: But does size matter?

There are few research-based insights into professional service firms’ (PSFs) contemporary marketing practices. This is unfortunate as the professional services sector is a key contributor to growth in Australian and other economies around the world. As professional services are unique in a number of ways and their operations and marketing activities inextricably intertwined, the present study investigated the extent to which PSFs practice marketing and whether this differs according to size. Depth interviews were held with thirty seven Australian senior managers in four key industries. We examined the extent of relationship marketing, conceptualised at an overall managerial level as well as four sub-practices identified in research by Coviello and colleagues. We found relationship management and interaction marketing were the most common practices, which is consistent with the inseparability concept, and that relationship management and database marketing were more common in larger firms, which is consistent with their relative resource strength

Customer rage: Triggers, tipping points, and take-outs

The article presents the results of a study of customer rage, which involved 50 interviews with enraged customers from the U.S., Australia, Thailand and China. It focuses on the psychological processes underlying incidents of customer rage. These are defined as cases where customers become so infuriated at a perceived lack of customer service that they may verbally or physically attack employees, or damage corporate property. It was found that such incidents typically were the result of escalating anger, rather than an immediate reaction. They usually were preceded by a series of interactions with the firm which were perceived as insulting or threatening by the customer

Response to : Clinical Diagnostic Reasoning

To the Editor: We agree with Bowen that clinical educators need to understand and analyze the varied diagnostic reasoning strategies applied by novices such as medical students to help them improve their performance. However, the diagnostic reasoning schema in Figure 1 of the article appears to oversimplify this process. Because of minimal clinical experience, the novice generally has poorly formed illness scripts and will often generate hypotheses using a pathophysiological, probabilistic, or rule-based representation of the problem (skills acquired during problem- or case-based learning).1,2 Such hypotheses are often more numerous, broader, and less accurate than those of experts and must be refined by the novice during the interview with the patient and during the physical examination, while the novice looks for the specific symptoms, risk factors, and signs that allow for iterative reweighting of the clinical diagnostic possibilities. We believe that acknowledgment of alternative bases for hypothesis generation and of the iterative nature of hypothesis refinement will further assist educators in improving students’ diagnostic reasoning strategies

Characterization of precipitation product errors across the United States using multiplicative triple collocation

Validation of precipitation estimates from various products is a challenging problem, since the true precipitation is unknown. However, with the increased availability of precipitation estimates from a wide range of instruments (satellite, ground-based radar, and gauge), it is now possible to apply the triple collocation (TC) technique to characterize the uncertainties in each of the products. Classical TC takes advantage of three collocated data products of the same variable and estimates the mean squared error of each, without requiring knowledge of the truth. In this study, triplets among NEXRAD-IV, TRMM 3B42RT, GPCP 1DD, and GPI products are used to quantify the associated spatial error characteristics across a central part of the continental US. Data are aggregated to biweekly accumulations from January 2002 through April 2014 across a 2° × 2° spatial grid. This is the first study of its kind to explore precipitation estimation errors using TC across the US. A multiplicative (logarithmic) error model is incorporated in the original TC formulation to relate the precipitation estimates to the unknown truth. For precipitation application, this is more realistic than the additive error model used in the original TC derivations, which is generally appropriate for existing applications such as in the case of wind vector components and soil moisture comparisons. This study provides error estimates of the precipitation products that can be incorporated into hydrological and meteorological models, especially those used in data assimilation. Physical interpretations of the error fields (related to topography, climate, etc.) are explored. The methodology presented in this study could be used to quantify the uncertainties associated with precipitation estimates from each of the constellations of GPM satellites. Such quantification is prerequisite to optimally merging these estimates

φxANES: In vivo imaging of metal-protein coordination environments

© 2016, Nature Publishing Group. All rights reserved. We have developed an X-ray absorption near edge structure spectroscopy method using fluorescence detection for visualizing in vivo coordination environments of metals in biological specimens. This approach, which we term fluorescence imaging XANES (φXANES), allows us to spatially depict metal-protein associations in a native, hydrated state whilst avoiding intrinsic chemical damage from radiation. This method was validated using iron-challenged Caenorhabditis elegans to observe marked alterations in redox environment

Myocardial injury in major aortic surgery

AbstractPurpose: The purpose of this study was to examine the effects of major aortic surgery and its associated oxidative stress and injury on the myocardium. Methods: Plasma from 27 patients who underwent thoracoabdominal aortic aneurysm (TAAA) repair and 17 patients who underwent infrarenal aortic aneurysm (AAA) repair was collected at incision, aortic crossclamping, and reperfusion and 1, 8, and 24 hours thereafter. Samples were assayed for the myocardial specific protein troponin-T, total antioxidant status, and lipid hydroperoxides. Results: Ten patients experienced cardiac dysfunction in the first 24 hours after surgery (eight patients in the TAAA group and two patients in the AAA group). Immediately after reperfusion, total antioxidant status levels dropped in all patients with TAAA and with AAA; this was more marked in patients with TAAA, leading to a significant difference between the two groups at this time point and for up to 1 hour thereafter (P <.01). Patients with TAAA showed a sharp rise in lipid hydroperoxide levels immediately after reperfusion, and levels were significantly higher than in patients with AAA (P =.0007). In patients with AAA, no significant change in troponin-T was observed throughout the study period; whereas in patients with TAAA, levels were significantly elevated at 8 and 24 hours after reperfusion (P <.01). Troponin-T levels significantly correlated with total antioxidant status (r = –0.5) and lipid hydroperoxides (r = 0.78) but not with systolic blood pressure. Conclusion: Supracoeliac aortic crossclamping is associated with a significant release of the myocardial injury marker troponin-T. This seems to correlate with the severity of oxidative rather than hemodynamic stresses. Ameliorating oxidative injury during TAAA surgery may therefore have a cardioprotective effect. (J Vasc Surg 2000;31:742-50.

Extended triple collocation: estimating errors and correlation coefficients with respect to an unknown target

Calibration and validation of geophysical measurement systems typically require knowledge of the true value of the target variable. However, the data considered to represent the true values often include their own measurement errors, biasing calibration, and validation results. Triple collocation (TC) can be used to estimate the root-mean-square-error (RMSE), using observations from three mutually independent, error-prone measurement systems. Here, we introduce Extended Triple Collocation (ETC): using exactly the same assumptions as TC, we derive an additional performance metric, the correlation coefficient of the measurement system with respect to the unknown target, rho(t,Xi). We demonstrate that rho(2)(t,Xi) is the scaled, unbiased signal-to-noise ratio and provides a complementary perspective compared to the RMSE. We apply it to three collocated wind data sets. Since ETC is as easy to implement as TC, requires no additional assumptions, and provides an extra performance metric, it may be of interest in a wide range of geophysical disciplines.Peer ReviewedPostprint (published version

High-resolution complementary chemical imaging of bio-elements in Caenorhabditis elegans

© 2016 The Royal Society of Chemistry. Here, we present a sub-μm multimodal approach to image essential elements in Caenorhabditis elegans. A combination of chemical imaging technologies reveals total metal concentration, chemical state and the protein to which an element is associated. This application of distinct yet complementary chemical imaging techniques provided unique insight into essential and trace elements at the subcellular level

Complex nanostructures in diamond

Meteoritic diamonds and synthesized diamond-related materials contain a wide variety of complex nanostructures. This Comment highlights and classifies this structural complexity by a systematic hierarchical approach, and discusses the perspectives on nanostructure and properties engineering of diamond-related materials

Copper vapor laser machining of polyimide and polymethylmethacrylate in atmospheric pressure air

A repetitively pulsed copper vapor laser (510 and 578 nm) is used to machine an opaque polymer (polyimide‐Vespel) and a transparent polymer (polymethylmethacrylate‐Lucite). Lucite is machinable by coating the surface with an ink which is semi‐opaque to the green and yellow laser light. The repetition rate of the laser was 10 kHz with approximately 0.35 mJ/pulse and 3.5 W average power at the copper vapor laser wavelengths for a pulse width of 40 ns. The copper vapor laser thermally loads the target, generating thermal waves and sound waves in the gas which are investigated using HeNe laser beam deflection. The gas adjacent to the target is heated to steady state on the order of 100–400 s. Above the etching threshold, at approximately 10 mJ/cm2/pulse, the target is rapidly machined: 2‐mm‐diam, 2‐mm‐deep holes are drilled in 300 s in Vespel. At higher fluences of 100–150 mJ/cm2/pulse in 760 Torr of air it takes 180 s to bore through a 2‐mm‐thick disk of Vespel. The machined surfaces of the two polymers are very different. Machined Vespel samples are charred and cratered, whereas the Lucite samples show evidence of melting with little charring. The machining of polymers by visible‐light copper vapor lasers is being compared to UV photoablation by KrF excimer laser light in order to study thermal versus nonthermal etching mechanisms.Peer Reviewedhttp://deepblue.lib.umich.edu/bitstream/2027.42/71173/2/JAPIAU-72-7-3080-1.pd