Charting service quality gaps

Some of the most influential models in the service management literature (Parasuraman et al., 1985; Grönroos, 1990) focus on the concept of service quality gap (SQG). Parasuraman et al. (1985) define a pioneering model with five SQGs, the concepts of which are amplified in Brogowicz et al.’s (1990) model. The latter has five types of encompassing gaps: information and feedback-related gaps; design-related gaps; implementation-related gaps; communication-related gaps; and customers’ perceptions and expectations related gaps. Additionally to this model amplification, other authors (e.g., Brown & Swartz, 1989) have pointed to relevant SQGs that have not been considered previously. This paper integrates current models and a group of SQGs dispersed through the literature in a new comprehensive model. It draws a link between the model and the stages of a strategy process, emphasising the SQGs’ impact on the process and raising relevant research questions.FCT, FEUALG, UALG

Sustainable change: long-term efforts toward developing a learning organization

Globalization and intensified competition require organizations to change and adapt to dynamic environments in order to stay competitive. This article describes a longitudinal action research study supporting the strategic change of a trading company. The strategic change was accompanied by planned changes in organizational structures and processes, management systems, emerging changes in leadership, and organization members’ attitudes and behaviors, and it was supported by management development activities. Longitudinal data over a 4-year period including participant observation and interviews reveal that a systemic approach, a learning and becoming perspective toward change, trust, an appropriate role perception, and the specific use of management instruments contribute to sustained change that resulted in performance improvements and a move toward a learning organization. We conclude with implications for strategic change and suggestions for further research in this area

Mount Etna as a terrestrial laboratory to investigate recent volcanic activity on Venus by future missions:A comparison with Idunn Mons, Venus

The recently selected missions to Venus have opened a new era for the exploration of this planet. These missions will provide information about the chemistry of the atmosphere, the geomorphology, local-to-regional surface composition, and the rheology of the interior. One key scientific question to be addressed by these future missions is whether Venus remains volcanically active, and if so, how its volcanism is currently evolving. Hence, it is fundamental to analyze appropriate terrestrial analog sites for the study of possibly active volcanism on Venus. To this regard, we propose Mount Etna - one of the most active and monitored volcanoes on Earth - as a suitable terrestrial laboratory for remote and in-situ investigations to be performed by future missions to Venus. Being characterized by both effusive and explosive volcanic products, Mount Etna offers the opportunity to analyze multiple eruptive styles, both monitoring active volcanism and identifying the possible occurrence of pyroclastic activity on Venus. We directly compare Mount Etna with Idunn Mons, one of the most promising potentially active volcanoes of Venus. Despite the two structures show a different topography, they also show some interesting points of comparison, and in particular: a) comparable morpho-structural setting, since both volcanoes interact with a rift zone, and b) morphologically similar volcanic fields around both Mount Etna and Idunn Mons. Given its ease of access, we also propose Mount Etna as an analog site for laboratory spectroscopic studies to identify the signatures of unaltered volcanic deposits on Venus

Understanding Business Process Quality

Abstract Organizations have taken benefit from quality management prac-tices in manufacturing and logistics with respect to competitiveness as well as profitability. At the same time, an ever-growing share of the organizational value chain centers around transactional administrative processes addressed by business process management concepts, e.g. in finance and accounting. Integrating these fields is thus very promising from a management perspec-tive. Obtaining a clear understanding of business process quality constitutes the most important prerequisite in this respect. However, related approaches have not yet provided an effective solution to this issue. In this chapter, we consider effectiveness requirements towards business process quality concepts from a management perspective, compare existing approaches from various fields, deduct a definition framework from organizational targets, and take initial steps towards practical adoption. These steps provide fundamental in-sights into business process quality, and contribute to obtain a clear grasp of what constitutes a good business process.

Phase Behavior of Aqueous Na-K-Mg-Ca-CI-NO3 Mixtures: Isopiestic Measurements and Thermodynamic Modeling

A comprehensive model has been established for calculating thermodynamic properties of multicomponent aqueous systems containing the Na{sup +}, K{sup +}, Mg{sup 2+}, Ca{sup 2+}, Cl{sup -}, and NO{sub 3}{sup -} ions. The thermodynamic framework is based on a previously developed model for mixed-solvent electrolyte solutions. The framework has been designed to reproduce the properties of salt solutions at temperatures ranging from the freezing point to 300 C and concentrations ranging from infinite dilution to the fused salt limit. The model has been parameterized using a combination of an extensive literature database and new isopiestic measurements for thirteen salt mixtures at 140 C. The measurements have been performed using Oak Ridge National Laboratory's (ORNL) previously designed gravimetric isopiestic apparatus, which makes it possible to detect solid phase precipitation. Water activities are reported for mixtures with a fixed ratio of salts as a function of the total apparent salt mole fraction. The isopiestic measurements reported here simultaneously reflect two fundamental properties of the system, i.e., the activity of water as a function of solution concentration and the occurrence of solid-liquid transitions. The thermodynamic model accurately reproduces the new isopiestic data as well as literature data for binary, ternary and higher-order subsystems. Because of its high accuracy in calculating vapor-liquid and solid-liquid equilibria, the model is suitable for studying deliquescence behavior of multicomponent salt systems