Service attribute importance and strategic planning: An empirical study

There is growing evidence that attribute importance is a function of attribute performance. Several studies reported that service quality attributes fall into three categories: basic, performance, and excitement. Thus, the identification of attribute importance is significantly important as a key to customer satisfaction evaluation and other behavioural intentions. According to customer behaviour literature, attribute importance can be measured in two ways: (1) self-stated importance, and (2) statistically inferred importance. The article evaluates two methods according to their impact on overall customer satisfaction measurement and, managerial implementation. A case study is conducted on the telecommunication industry for analysis

Diverse virtual social networks: Implications for remote software testing teams

This paper evaluates offshore outsourcing in the IT testing industry and determines what conditions determine its success. There is particular focus on the influence of diversity in teams on group relationships. Two studies are described: the first, investigated the perceptions of professional software testers on the critical factors of offshore outsourcing; and the second study looked at the ability for diverse teams to form close working relationships through virtual networks. We find that overt diversity factors inhibit interaction across nationality boundaries. The limitations of virtual networks for fostering personal communications is apparent in preventing group members from overcoming the initial aversion to mix with out-group members, which could be achieved with closer and more personal communications between members with different diversity factors in normal face to face communications. Where software testing teams are outsourced globaly, and must rely on virtual communications, there seems potential for significant difficulties in developing close working relationships, which on the one hand, can be negative for group cohesion, but one the other hand, can be positive for encouraging imparitality

Three dimensional modelling of customer satisfaction, retention and loyalty for measuring quality of service

The aim of this thesis is to propose a model that explains the relationship between customer satisfaction, retention and loyalty based on service quality attributes. The three elements of satisfaction, retention and loyalty towards products represent ongoing challenges for the corporate financial performance. Customer behaviour analysis (known as business intelligence or customer relationship management or customer experience management) has become a major factor in the corporate decision making and strategic planning processes. Prevailing logic dictates that by improving service attributes one should expect better customer satisfaction levels. Consequently, improved satisfaction levels should increase the probability of customer retention and degree of loyalty. Substantial research work has been dedicated to explain the importance of customer behaviour measurement for industry. However, there is little evidence that there has been an overall integrating empirical research that relates the three elements of satisfaction, retention and loyalty with respect to service quality attributes. Empirical data collected from the UK mobile telecommunication for this research shows that such an objective model that is capable of capturing this three dimensional relationship will contribute towards more robust decision making and better strategic planning. The proposed thesis extracts the data about key service attributes from a combination of literature review, surveys, and interviews from the UK mobile telecommunication industry. Responses were analysed using multiple regression, regression analysis with dummy variables, logistic regression, logistic regression with dummy variables and structural equation modelling (SEM) to test variables and their interrelationships. This study makes a step forward and contributes to the body of knowledge as it: (a) highlights the role of service attribute performance towards customer satisfaction, consequently identifies attributes that affect satisfaction and dissatisfaction of customers, (b) maps the relationship between attribute importance and attribute performance, (c) optimise resource allocation process using importance-performance analysis (IPA), (d) classifies customers with respect to the role and length of relationship they have with the company (switching probability), and (e) describes the interrelationship between customer satisfaction, retention and loyalty. The novelty of the research lies in: (a) establishment of a framework that links service attribute performance to customer satisfaction and then to customer future intentions (customer retention and customer loyalty), and (b) provision of a model that could assist key decision makers in prudent usage of resources for maximum profitability. This dissertation presents a novel approach methodology and modelling construct for customer behaviour analysis. For proof of concept it presents a case study in the mobile telecommunication industry. It is worth noting that in this research work Customer Retention is interpreted as probability of switching between service providers. Customer Loyalty is interpreted as referral (word-of-mouth) activity by existing customers.EThOS - Electronic Theses Online ServiceGBUnited Kingdo

Enhanced chondrogenic differentiation of bone marrow mesenchymal stem cells on gelatin/glycosaminoglycan electrospun nanofibers with different amount of glycosaminoglycan

Tissue engineering is a new technique to help damaged cartilage treatment using cells and scaffolds. In this study we tried to evaluate electrospun scaffolds composed of gelatin/glycosaminoglycan (G/GAG) blend nanofibers in chondrogenesis of bone marrow-derived mesenchymal stem cells (BMMSCs). Scaffolds were fabricated by electrospinning technique with different concentration of glycosaminoglycan (0, 5, 10, and 15) in gelatin matrix. BMMSCs were cultured on the scaffolds for chondrogenesis process. MTT assay was done for scaffold's biocompatibility and cells viability evaluation. Alcian blue staining was carried out to determine the release of GAG and reverse transcription polymerase chain reaction (RT-PCR) was done for expression of COL2A1 and also immunocytochemistry assay were used to confirm expression of type II collagen. Scaffold with 15 GAG showed better result for biocompatibility (p =0.02). Scanning electron microscopy (SEM) micrographs showed that MSCs have good attachment to the scaffolds. Alcian blue staining result confirmed that cells produce GAG during differentiation time different from GAG in the scaffolds. Also the results for RT-PCR showed the expression of COL2A1 marker. Immunocytochemistry assay for type II collagen confirm that this protein expressed. Scaffold comprising 15 GAG is better results for chondrogenesis and it can be a good applicant for cartilage tissue engineering. © 2018 Wiley Periodicals, Inc. J Biomed Mater Res Part A: 107A: 38�48, 2019. © 2018 Wiley Periodicals, Inc

Mapping changing distributions of dominant species in oil-contaminated salt marshes of Louisiana using imaging spectroscopy

The April 2010 Deepwater Horizon (DWH) oil spill was the largest coastal spill in U.S. history. Monitoring subsequent change in marsh plant community distributions is critical to assess ecosystem impacts and to establish future coastal management priorities. Strategically deployed airborne imaging spectrometers, like the Airborne Visible/Infrared Imaging Spectrometer (AVIRIS), offer the spectral and spatial resolution needed to differentiate plant species. However, obtaining satisfactory and consistent classification accuracies over time is a major challenge, particularly in dynamic intertidal landscapes.Here, we develop and evaluate an image classification system for a time series of AVIRIS data for mapping dominant species in a heavily oiled salt marsh ecosystem. Using field-referenced image endmembers and canonical discriminant analysis (CDA), we classified 21 AVIRIS images acquired during the fall of 2010, 2011 and 2012. Classification results were evaluated using ground surveys that were conducted contemporaneously to AVIRIS collection dates. We analyzed changes in dominant species cover from 2010 to 2012 for oiled and non-oiled shorelines.CDA discriminated dominant species with a high level of accuracy (overall accuracy=82%, kappa=0.78) and consistency over three imaging dates (overall2010=82%, overall2011=82%, overall2012=88%). Marshes dominated by Spartina alterniflora were the most spatially abundant in shoreline zones (â¤28m from shore) for all three dates (2010=79%, 2011=61%, 2012=63%), followed by Juncus roemerianus (2010=11%, 2011=19%, 2012=17%) and Distichlis spicata (2010=4%, 2011=10%, 2012=7%).Marshes that were heavily contaminated with oil exhibited variable responses from 2010 to 2012. Marsh vegetation classes converted to a subtidal, open water class along oiled and non-oiled shorelines that were similarly situated in the landscape. However, marsh loss along oil-contaminated shorelines doubled that of non-oiled shorelines. Only S. alterniflora dominated marshes were extensively degraded, losing 15% (354,604m2) cover in oiled shoreline zones, suggesting that S. alterniflora marshes may be more vulnerable to shoreline erosion following hydrocarbon stress, due to their landscape position

Risk factors for delayed graft function in deceased donor kidney transplantation; A potential preventive role for intraoperative thymoglobulin

Introduction: Delayed graft function (DGF) is associated with significant adverse outcomes in deceased donor kidney transplantation (KT) including lower graft survival. However, risk factors and potential preventive strategies like intraoperative rabbit antithymocyte globulin (rATG; thymoglobulin) have not yet been fully evaluated. Objectives: The aim of this study was to investigate DGF risk factors and determine the association of intraoperative rATG with the risk of DGF in deceased donor kidney recipients. Patients and Methods: We retrospectively examined medical records of 163 first time deceased donor kidney transplant recipients at two major kidney transplant centers from 2014 to 2016. All the donors were standard heart-beating, brain death donors. Risk factors for DGF in recipients were evaluated using multivariate logistic regression analysis. Results: The mean recipients' age was 43±13 years and the majority of participants were male (64). The overall rate of DGF was 27. Intraoperative rATG was significantly associated with a lower rate of DGF (adjusted odds ratio AOR, 0.33, 95% CI, 0.11-0.95). Intraoperative transfusion (AOR, 3.7, 95% CI, 1.4-9.9) and diabetes mellitus (AOR, 3.7, 95% CI, 1.5-8.9) were significantly associated with higher risk of DGF. Conclusion: This study showed that intraoperative blood transfusion and diabetes mellitus were associated with increased risk of DGF. Meanwhile, administration of intraoperative rATG was associated with reduced odds ratio of DGF. Future studies are needed to evaluate the potential role of rATG in DGF-related renal outcomes. © 2019 The Author(s)

Long non-coding RNAs and JAK/STAT signaling pathway regulation in colorectal cancer development

Colorectal cancer (CRC) is one of the main fatal cancers. Cell signaling such as Janus kinase/signal transducer and activator of transcription (JAK/STAT) signaling substantially influences the process of gene expression and cell growth. Long non-coding RNAs (lncRNAs) play regulatory roles in cell signaling, cell proliferation, and cancer fate. Hence, lncRNAs can be considered biomarkers in cancers. The inhibitory or activating effects of different lncRNAs on the JAK/STAT pathway regulate cancer cell proliferation or tumor suppression. Additionally, lncRNAs regulate immune responses which play a role in immunotherapy. Mechanisms of lncRNAs in CRC via JAK/STAT regulation mainly include cell proliferation, invasion, metastasis, apoptosis, adhesion, and control of inflammation. More profound findings are warranted to specifically target the lncRNAs in terms of activation or suppression in hindering CRC cell proliferation. Here, to understand the lncRNA cross-talk in CRC through the JAK/STAT signaling pathway, we collected the related in vitro and in vivo data. Future insights may pave the way for the development of novel diagnostic tools, therapeutic interventions, and personalized treatment strategies for CRC patients