Measuring customer satisfaction and understanding customer effort in a B2B context

Our members asked us to investigate a number of aspects of Customer Satisfaction measurement in a Business-to-Business (B2B) context. Specific questions were:- What are the different metrics of customer satisfaction that are measured in a BTB relationship? Which are used the most? Which are the most effective? Do they vary by type of company? Are there new ways to measure customer satisfaction that more closely reflects their customer experience? What does customer effort mean in a B2B relationship? How do we identify where we are not easy to do business with? What do we have to do differently? Our approach to the subject was to review existing literature and previous research and then to conduct an exploratory qualitative review into the subject by conducting interviews with a range of B2B companies and a sample of their customers. The purpose behind the interviews was to try to answer the above questions and to identify if there were opportunities for more in-depth research in the future. The project demonstrates that the B2B companies compile and use a customer satisfaction rating for their business-to-business relationships but that there is little commonality between companies in both the full range of questions asked and the scales used for the individual questions. All of the companies use a mixture of global and dimensional measures (see literature review in section 2). There is some scope for manipulation of the customer satisfaction process in most companies so the results have to be treated with a degree of caution. However, the companies believe that they are getting good positive and negative feedback from the process so they see significant value from it. Where the customer satisfaction rating falls below an acceptable level, which differs by company, responses are shared with the customer as part of the regular relationship meeting and a monitored action plan is the normal result. In addition, in most cases, common issues are identified at company level and considered for improvement programs. The questions about customer effort showed that companies in general consider themselves more difficult to do business with than their customers do. Analysis of both company and customer views of what was ‘easy’ and what was ‘difficult’ about the relationship identified a number of interactions that could potentially be the subject of process improvement initiatives. It appears from this research that the inclusion of customer effort questions would benefit the customer satisfaction process for B2B companies and a number of best practise approaches were identified from this and previous research

Addition of a gamma ray spectrometer to the alpha scattering experiment as designed for the Surveyor mission

Gamma ray spectroscopy and alpha scattering techniques for compositional analysis of lunar and planetary surface

Lattice QCD at finite temperature: Evidence for calorons from the eigenvectors of the Dirac operator

We analyze the eigenvalues and eigenvectors of the staggered Dirac operator in quenched lattice QCD in the vicinity of the deconfinement phase transition using the L\"uscher-Weisz gauge action. The spectral and localization properties of the low-lying eigenmodes show characteristic differences between the Z_3 sectors above the critical temperature T_c. These findings can be interpreted in terms of calorons.Comment: Lattice2001(hightemp), 3 pages, 2 figure

The development and evaluation of exercises for group response to word meaning for increasing the speed of word recognition in grade I

Thesis (Ed.M.)--Boston Universit

H. A. Fennerty, O. T. Harrington to Mississippi Alpha Phi Delta Theta Fraternity, 25 September 1962

Fraternity members in Louisiana urge the Mississipi chapter to rush James Meredith. They cite several reasons and feel [he] will be compatible with members of Mississippi Alpha whom [they] have met.https://egrove.olemiss.edu/west_union_um/1059/thumbnail.jp

Dynamics of Surface Roughening with Quenched Disorder

We study the dynamical exponent $z$ for the directed percolation depinning (DPD) class of models for surface roughening in the presence of quenched disorder. We argue that $z$ for $(d+1)$ dimensions is equal to the exponent $d_{\rm min}$ characterizing the shortest path between two sites in an isotropic percolation cluster in $d$ dimensions. To test the argument, we perform simulations and calculate $z$ for DPD, and $d_{\rm min}$ for percolation, from $d = 1$ to $d = 6$.Comment: RevTex manuscript 3 pages + 6 figures (obtained upon request via email [email protected]

Observation of a topologically non-trivial surface state in half-Heusler PtLuSb (001) thin films.

The discovery of topological insulators, materials with bulk band gaps and protected cross-gap surface states in compounds such as Bi2Se3, has generated much interest in identifying topological surface states (TSSs) in other classes of materials. In particular, recent theoretical calculations suggest that TSSs may be found in half-Heusler ternary compounds. If experimentally realizable, this would provide a materials platform for entirely new heterostructure spintronic devices that make use of the structurally identical but electronically varied nature of Heusler compounds. Here we show the presence of a TSS in epitaxially grown thin films of the half-Heusler compound PtLuSb. Spin- and angle-resolved photoemission spectroscopy, complemented by theoretical calculations, reveals a surface state with linear dispersion and a helical tangential spin texture consistent with previous predictions. This experimental verification of topological behaviour is a significant step forward in establishing half-Heusler compounds as a viable material system for future spintronic devices

Long-Term Consequences of Congestion Pricing: A Small Cordon in the Hand Is Worth Two in the Bush

We evaluate and compare the long-term economic effects of three cordon-based road pricing schemes applied to the Washington, DC, metropolitan area. To conduct this analysis, we employ a spatially disaggregated general equilibrium model of a regional economy that incorporates the decisions of residents, firms, and developers, integrated with a spatially disaggregated strategic transportation planning model that features mode, time period, and route choice. We find that all cordon pricing schemes increase welfare of the residents, as well as lead to GDP growth. At the optimum, the larger cordon and a double cordon lead to higher benefits than the small cordon encompassing downtown core. Nevertheless, the small cordon seems to be a safer bet because when the toll charge is set suboptimally, the net benefits from the small cordon compared to the optimum change negligibly, while the net benefits from the larger cordon decline sharply as the charge deviates from the optimal level.traffic congestion, cordon tolls, land use, welfare analysis, road pricing, general equilibrium, simulation, Washington DC

Cats with thermal burn injuries from California wildfires show echocardiographic evidence of myocardial thickening and intracardiac thrombi.

Recent increases in the prevalence and severity of wildfires in some regions have resulted in an increased frequency of veterinary burn patients. Few studies exist regarding diagnostics and management of burn wounds in veterinary patients and current knowledge is extrapolated from human literature and research models. Post-burn cardiac injury is a common finding and predictor of mortality in human patients and echocardiography is an important tool in monitoring response to therapy and predicting outcome. We describe the notable findings from cats naturally exposed to California wildfires in 2017 and 2018. Domestic cats (n = 51) sustaining burn injuries from the Tubbs (2017) and Camp (2018) wildfires were prospectively enrolled and serial echocardiograms and cardiac troponin I evaluations were performed. Echocardiograms of affected cats revealed a high prevalence of myocardial thickening (18/51) and spontaneous echocardiographic contrast and thrombi formation (16/51). Forty-two cats survived to discharge and 6 died or were euthanized due to a possible cardiac cause. For the first time, we describe cardiovascular and coagulation effects of thermal burn and smoke inhalation in cats. Further studies in veterinary burn victims are warranted and serve as a translational research opportunity for uncovering novel disease mechanisms and therapies