Methodological aspects of customer satisfaction surveys: how important are respondent selection criteria?

CC BY-NC 4.0Purpose – Based on theoretical analysis and case review, the paper aims to reveal the challenges of respondent selection criteria for customer satisfaction research. In this paper, academic literature of qualitative and qualitative-quantitative research is analyzed and interpreted, revealing the importance of respondent selection criteria for customer satisfaction surveys

Methodological aspects of customer satisfaction surveys: how important are respondent selection criteria?

CC BY-NC 4.0Purpose – Based on theoretical analysis and case review, the paper aims to reveal the challenges of respondent selection criteria for customer satisfaction research. In this paper, academic literature of qualitative and qualitative-quantitative research is analyzed and interpreted, revealing the importance of respondent selection criteria for customer satisfaction surveys

Towards an Inclusive Society: Review of Google Trends Data of User Interest in the Deaf Comparing to the Blind and the Disabled

The COVID-19 pandemic has brought great difficulties for the deaf, the blind and people with disabilities in general, in addition to the difficulties of everyday life. This study aims to examine the public interest in the social integration of the deaf and hard of hearing community during the pandemic and the pre-pandemic period in the context of an inclusive society. The empirical study is based on the analysis of statistical data provided by Google Trends, which is a big data analysis, relative measurement and information visualisation tool that allowed to get insight on gaps and inconstancy of information seekers’ interest within categories of science, people and society, law and government, and health. The study encourages researchers and social policy makers to pay extra attention to the social inclusion of the deaf, which, according to the research data, worsened during the pandemic more than other groups of the disabled

Enhancement of Triplet-Sensitized Upconversion in Rigid Polymers \u3ci\u3evia\u3c/i\u3e Singlet Exciton Sink Approach

To increase the practical usefulness of solid-state sensitized upconversion (UC) materials as components of solar energy harvesting systems, it is important to identify and suppress loss mechanisms, and increase the UC quantum yield (ΦUC). Here we focus on a benchmark UC system consisting of the emitter 9,10-diphenylanthracene (DPA) and the sensitizer platinum octaethylporphyrin (PtOEP) in a rigid poly(methyl methacrylate) (PMMA) matrix, and show that one of the major losses originates from Förster resonant energy transfer (FRET) from DPA back to PtOEP. Even though DPA emission lies within the PtOEP transparency window, the quantitative assessment of singlet exciton diffusion for samples with a high DPA content evidences that long-range FRET results in effective exciton trapping by PtOEP. A dramatic factor-of-6 reduction of the DPA emission quantum yield occurs even at PtOEP concentrations as low as 0.05 wt%. To alleviate this problem, we demonstrate a new concept based on the introduction of highly emissive sink sites to trap the singlet excitons produced upon annihilation prior to their quenching by the sensitizer. For DPA/PtOEP blends in PMMA, 1,6-bis-[2,5-di(dodecyloxyphenyl)ethynyl]pyrene is shown to be a useful sink, which results in 1.5-fold increase of the ΦUC. A maximum ΦUC of 2.7% was achieved, which is among the highest reported values for rigid sensitized UC polymers

Drivers and Challenges of Customer Satisfaction Assessment in Modern "Business to Business" Models

CC BYPurpose – Basing on theoretical analysis, the paper aims to reveal the challenges of customer satisfaction evaluation in the context of business-to-business model. The authors analyze academic insights on business-to- business (B2B) and business-to-customer (B2C) models, their interpretation and reveal the reasons for uniform model of customer satisfaction assessment lacking and offer solutions to find solutions to these challenges. Design/methodology/approach – The research paper stands for a qualitative research approach, which compounds qualitative content analysis and synthesis of scientific literature and conceptual modeling. The conceptual modeling part follows a simplified Robinson (2008a, 2008b, 2015) conceptual modeling framework and logic of Logical data flow diagrams (DFDs). Findings – The article showed that traditional service quality evaluation models have considerable content differences between criteria proposed in those models and cover only high-level needs and limited evaluation perspectives to compare to the existing modern business environment and practical needs in service quality assessment and management. Also, notable differences of focus area (organization, product/service or customer) between traditional and other service quality evaluation models impose uncertainty for businesses in practice, making it hard to assess what criteria to follow when aiming to improve customer satisfaction. Research limitations/implications – The research paper has both methodological and theoretical limitations, which should be considered as future research directions and improvements. Methodologically, the paper is missing a more comprehensive literature review of the theoretical background and relationships between B2B and service quality models as well as a bibliometric analysis of these research domains' outcomes and dynamics. From a theoretical content perspective, continuous semantical analysis is required by performing a comparative type of analysis of the existing legal base and legal interpretations of key terms in B2B, service quality, and customer satisfaction research domains as well as research subject analysis from customer’s perspective. Practical implications – The conducted analysis resulted in critical theoretical findings and conceptual models towards management and measurement of modern customer satisfaction, loyalty, and service quality within B2B operational models. These findings can be implied as a standpoint both for future scientific research and practical discussion within quality assurance managers and specialists. Originality/Value – Customer satisfaction assessment guidelines are sparse in academic literature since there are lots of ambiguities when discussing customer position and needs in accordance with business relationship models (e. g. B2B, B2C). This paper essentially seeks to find answers to such issues as how a uniform B2B customer satisfaction assessment model may be built which would respond to the customer's needs and would also allow the organization to respond to changing market by meeting organization-centered service quality criteria

Business Customer Satisfaction with B2B Consulting Services: AHP-Based Criteria for a New Perspective

CC BY 4.0The paper aims to take a novel look to customer satisfaction with B2B service through the lens of customer perception of service quality criterions. By literature review, service quality models define sets of key factors, however, do not rank them by significance. Based on AHP analysis of expert interview results, we argue that the current models of service quality reflect business customer perceptions partially. This is a gap in B2B service quality knowledge that this study seeks to fill. The quality criterions play a role in building a positive balance between the customers’ expected and perceived value of services. Thus, we propose the model of customer satisfaction with factors divided into essential, significant, sufficient, and marginal according to their level of significance. The model may encourage academics to understand customer satisfaction criteria in service quality not only as generic sets but also at the importance of the criteria themselves in relation to each other. In the aspect of practical implication, the model can help B2B enterprises to rationally manage resources on set quality priorities to achieve customer satisfaction and, hence, to ensure organization sustainability by more effective organizational resource management. The model also can benefit B2B customers when considering service providers capable of delivering service quality which meets the expectations

Towards an Inclusive Society: Review of Google Trends Data of User Interest in the Deaf Comparing to the Blind and the Disabled

CC BY 4.0The COVID-19 pandemic has brought great difficulties for the deaf, the blind and people with disabilities in general, in addition to the difficulties of everyday life. This study aims to examine the public interest in the social integration of the deaf and hard of hearing community during the pandemic and the pre-pandemic period in the context of an inclusive society. The empirical study is based on the analysis of statistical data provided by Google Trends, which is a big data analysis, relative measurement and information visualisation tool that allowed to get insight on gaps and inconstancy of information seekers’ interest within categories of science, people and society, law and government, and health. The study encourages researchers and social policy makers to pay extra attention to the social inclusion of the deaf, which, according to the research data, worsened during the pandemic more than other groups of the disabled

"White collars" on self-reported well-being, health and work performance when teleworking from home

CC BY 4.0In the wake of the pandemic, telework became relevant to more employees than before. Researchers suggest both positive and negative impact of telework on employees. The study examines office workers’ self-reports on the impact of teleworking on their subjective well-being, health, and productivity. Data (N = 475) were collected from teleworkers in Lithuania during the COVID-19 pandemic. Findings indicate that teleworking during the pandemic had a negative impact on the well-being (in work-life balance aspect) and health (mostly in terms of mental exhaustion) of office workers, while work performance suffered relatively less. Also, this study revealed three original observations. First, well-being evaluations of teleworkers were found to be most correlated with close relationships and age. Second, teleworkers who live with their parents have the most positive evaluations of teleworking in all three areas: well-being, health, and productivity. And third, the overlap between family and work when working from home increases the likelihood that women and young workers will be less concerned about healthy living habits. This study contributes to a better understanding of the factors teleworkers face when working at home and can help companies improve their hybrid working strategies

Eksitonų difuzijos valdymas organinės optoelektronikos medžiagose

Exciton diffusion is one of the crucial processes in operation of organic optoelectronic devices such as organic solar cells, photoreceptors, light emitting, upconverting or other devices, therefore manipulation of exciton diffusion length is of high importance. The dissertation is aimed at achieving tunability of exciton diffusion in organic solid films of triphenylamine (TPA) and 9,10-diphenylanthracene (DPA) compounds. It was found that singlet exciton diffusion length is improved due to dense network of the sidearms formed in the solid TPA film and this way of tuning exciton diffusion length is very attractive from the perspective of material design for the application in organic optoelectronic devices. It was also found that singlet and triplet exciton diffusion length increases with increasing DPA content in the polymeric DPA films. It was demonstrated that triplet excitons in heavily DPA doped polymeric films are rather mobile and triplet exciton diffusion is not the main limiting factor of the efficiency of light upconversion mediated by triplet-triplet annihilation. Unfortunately, long singlet exciton diffusion length measured in polymeric DPA films causes additional energy losses at nonradiative decay sites. This energy loss can be partly avoided by introducing highly fluorescent singlet sink, which enhances light intensity and improves overall light upconversion efficiency

Tuning exciton diffusion in organic optoelectronic materials

Exciton diffusion is one of the crucial processes in operation of organic optoelectronic devices such as organic solar cells, photoreceptors, light emitting, upconverting or other devices, therefore manipulation of exciton diffusion length is of high importance. The dissertation is aimed at achieving tunability of exciton diffusion in organic solid films of triphenylamine (TPA) and 9,10-diphenylanthracene (DPA) compounds. It was found that singlet exciton diffusion length is improved due to dense network of the sidearms formed in the solid TPA film and this way of tuning exciton diffusion length is very attractive from the perspective of material design for the application in organic optoelectronic devices. It was also found that singlet and triplet exciton diffusion length increases with increasing DPA content in the polymeric DPA films. It was demonstrated that triplet excitons in heavily DPA doped polymeric films are rather mobile and triplet exciton diffusion is not the main limiting factor of the efficiency of light upconversion mediated by triplet-triplet annihilation. Unfortunately, long singlet exciton diffusion length measured in polymeric DPA films causes additional energy losses at nonradiative decay sites. This energy loss can be partly avoided by introducing highly fluorescent singlet sink, which enhances light intensity and improves overall light upconversion efficiency