Service Processes as a Sequence of Events

In this paper the service process is considered as a sequence ofevents. Using theory from economics and psychology a model isformulated that explains how the utility of each event affects theoverall evaluation of the service process. In this model we especiallyaccount for the peak-and-end rule and negative consumer timepreference. This model is tested in the context of telephone servicecalls in the financial service market. Our results show that both theaverage utility and the positive peak of the events positively affectcustomer satisfaction with the service call. Surprisingly, the end ofthe sequence has a negative effect. Theoretical and managerialimplications of these findings are discussed.satisfaction;economic psychology;consumers;sequence of events;services

A weakly stable algorithm for general Toeplitz systems

We show that a fast algorithm for the QR factorization of a Toeplitz or Hankel matrix A is weakly stable in the sense that R^T.R is close to A^T.A. Thus, when the algorithm is used to solve the semi-normal equations R^T.Rx = A^Tb, we obtain a weakly stable method for the solution of a nonsingular Toeplitz or Hankel linear system Ax = b. The algorithm also applies to the solution of the full-rank Toeplitz or Hankel least squares problem.Comment: 17 pages. An old Technical Report with postscript added. For further details, see http://wwwmaths.anu.edu.au/~brent/pub/pub143.htm

Species concepts in Cercospora: spotting the weeds among the roses

The genus Cercospora contains numerous important plant pathogenic fungi from a diverse range of hosts. Most species of Cercospora are known only from their morphological characters in vivo. Although the genus contains more than 5 000 names, very few cultures and associated DNA sequence data are available. In this study, 360 Cercospora isolates, obtained from 161 host species, 49 host families and 39 countries, were used to compile a molecular phylogeny. Partial sequences were derived from the internal transcribed spacer regions and intervening 5.8S nrRNA, actin, calmodulin, histone H3 and translation elongation factor 1-alpha genes. The resulting phylogenetic clades were evaluated for application of existing species names and five novel species are introduced. Eleven species are epi-, lecto- or neotypified in this study. Although existing species names were available for several clades, it was not always possible to apply North American or European names to African or Asian strains and vice versa. Some species were found to be limited to a specific host genus, whereas others were isolated from a wide host range. No single locus was found to be the ideal DNA barcode gene for the genus, and species identification needs to be based on a combination of gene loci and morphological characters. Additional primers were developed to supplement those previously published for amplification of the loci used in this study. TAXONOMIC NOVELTIES: New species - Cercospora coniogrammes Crous & R.G. Shivas, Cercospora delaireae C. Nakash., Crous, U. Braun & H.D. Shin, Cercospora euphorbiae-sieboldianae C. Nakash., Crous, U. Braun & H.D. Shin, Cercospora pileicola C. Nakash., Crous, U. Braun & H.D. Shin, Cercospora vignigena C. Nakash., Crous, U. Braun & H.D. Shin. Typifications: epitypifications - Cercospora alchemillicola U. Braun & C.F. Hill, Cercospora althaeina Sacc., Cercospora armoraciae Sacc., Cercospora corchori Sawada, Cercospora mercurialis Pass., Cercospora olivascens Sacc., Cercospora violae Sacc.; neotypifications - Cercospora fagopyri N. Nakata & S. Takim., Cercospora sojina Hara

A class-wide phylogenetic assessment of Dothideomycetes

We present a comprehensive phylogeny derived from 5 genes, nucSSU, nucLSU rDNA, TEF1, RPB1 and RPB2, for 356 isolates and 41 families (six newly described in this volume) in Dothideomycetes. All currently accepted orders in the class are represented for the first time in addition to numerous previously unplaced lineages. Subclass Pleosporomycetidae is expanded to include the aquatic order Jahnulales. An ancestral reconstruction of basic nutritional modes supports numerous transitions from saprobic life histories to plant associated and lichenised modes and a transition from terrestrial to aquatic habitats are confirmed. Finally, a genomic comparison of 6 dothideomycete genomes with other fungi finds a high level of unique protein associated with the class, supporting its delineation as a separate taxon

Service Encounters as a Sequence of Events: The Importance of Peak Experiences

A service encounter can be considered as a sequence of events. In the early service literature, it was assumed that firms should deliver a consistent performance during a service encounter However research in psychology states that this is not necessarily true. In addition to the average performance, the peaks in the performance are important. Likewise, some service researchers have stressed the importance of a happy ending. The authors test a model on how events contribute to the overall evaluation of a sequence of events. They show that the average performance during the encounter is important. However their results also stress the importance of peak experiences for satisfaction formation. Thus, managers of service encounters should not only manage the overall performance of a service encounter To further elevate satisfaction, they could also provide some positive peak experiences

Refining Boron Isotopic Measurements of Silicate Samples by Multi-Collector-Inductively Coupled Plasma-Mass Spectrometry (MC-ICP-MS)

Solution MC-ICP-MS is an established technique for high precision boron isotope measurement results (δ11BSRM 951) in carbonates, yet its application to silicate rocks has been limited. Impediments include volatilisation during silicate dissolution and contamination during chemical purification. To address this, we present a low-blank sample preparation procedure that couples hydrofluoric acid-digestion and low-temperature evaporation (mannitol-free), to an established MC-ICP-MS measurement procedure following chemical purification using B-specific Amberlite IRA 743 resin. We obtain accurate δ11BSRM 951 values (intermediate precision ±0.2‰) for boric acid (BAM ERM-AE121 19.65 ± 0.14‰) and carbonate (NIST RM 8301 (Coral) 24.24 ± 0.11‰) reference materials. For silicate reference materials covering mafic to felsic compositions we obtain δ11BSRM 951 with intermediate precision < ±0.6‰ (2s), namely JB-2 6.9 ± 0.4‰; IAEA-B-5 -6.0 ± 0.6‰; IAEA-B-6 -3.9 ± 0.5‰ (2s). Furthermore, splits of these same reference materials were processed by an alternative fusion and purification procedure. We find excellent agreement between δ11BSRM 951 measurement results by MC-ICP-MS of the reference materials using both sample processing techniques. These measurement results show that our sample processing and MC-ICP-MS methods provide consistent δ11BSRM 951 values for low B-mass fraction samples. We present new data from Mid Ocean Ridge Basalt (MORB) glass, documenting a range in δ11BSRM 951 from -5.6 ± 0.3‰ to -8.8 ± 0.5‰ (2s), implying some upper mantle δ11BSRM 951 heterogeneity

Families of Dothideomycetes

Dothideomycetes comprise a highly diverse range of fungi characterized mainly by asci with two wall layers (bitunicate asci) and often with fissitunicate dehiscence. Many species are saprobes, with many asexual states comprising important plant pathogens. They are also endophytes, epiphytes, fungicolous, lichenized, or lichenicolous fungi. They occur in terrestrial, freshwater and marine habitats in almost every part of the world. We accept 105 families in Dothideomycetes with the new families Anteagloniaceae, Bambusicolaceae, Biatriosporaceae, Lichenoconiaceae, Muyocopronaceae, Paranectriellaceae, Roussoellaceae, Salsugineaceae, Seynesiopeltidaceae and Thyridariaceae introduced in this paper. Each family is provided with a description and notes, including asexual and asexual states, and if more than one genus is included, the type genus is also characterized. Each family is provided with at least one figure-plate, usually illustrating the type genus, a list of accepted genera, including asexual genera, and a key to these genera. A phylogenetic tree based on four gene combined analysis add support for 64 of the families and 22 orders, including the novel orders, Dyfrolomycetales, Lichenoconiales, Lichenotheliales, Monoblastiales, Natipusillales, Phaeotrichales and Strigulales. The paper is expected to provide a working document on Dothideomycetes which can be modified as new data comes to light. It is hoped that by illustrating types we provide stimulation and interest so that more work is carried out in this remarkable group of fungi