Service quality and satisfaction - the moderating role of value

The constructs of service quality, satisfaction and value are discussed. Instruments are identified and exploratory research is undertaken among customers of an audit firm to determine whether value plays a moderating role between service quality and satisfaction. Results from a moderated regression confirming such a role for value are reported. Implications are drawn and opportunities for further research are highlighted.peer-reviewe

Assessing Online-form Complexity for the Development of Assistive Technologies for Older Adults

Although cognitive declines occur as a natural product of the ageing process, the majority of online-forms do not cater specifically for the needs of older adult users. As a consequence, online-forms pose significant usability challenges to this target user group. The Delivering Inclusive Access to Disabled and Elderly Members of the community (DIADEM) project aims to develop a plug-in to a web browser that adapts existing online-form content so that it is more accessible and usable for older adults with cognitive decline. In order to identify requirements for developing the DIADEM application, it is necessary to observe users interacting with online-forms, and identify the usability challenges that occur as a result of this. However, the format and functionality of online-form content presented on the web varies greatly. Identifying a representative sample of online-forms that may be presented to users within a trials setting to elicit key usability challenges, has proved to be a non-trivial task. Consequently, we have developed a set of Bespoke Online-form Selection (BOFS) criteria which are used to help identify appropriate and representative candidate online-forms that may be used within the user trials setting to formulate initial requirements for developing the DIADEM application. In the context of the DIADEM project, BOFS has proved to be a valuable tool which has been used to successfully identify online-forms for use in our user trials. This paper presents the BOFS criteria, and shows how these are aligned with cognitive declines that are typically presented by the older adult user group, and demonstrates how BOFS has been of value within the context of the DIADEM project.</p

ELVIS: Entertainment-led video summaries

© ACM, 2010. This is the author's version of the work. It is posted here by permission of ACM for your personal use. Not for redistribution. The definitive version was published in ACM Transactions on Multimedia Computing, Communications, and Applications, 6(3): Article no. 17 (2010) http://doi.acm.org/10.1145/1823746.1823751Video summaries present the user with a condensed and succinct representation of the content of a video stream. Usually this is achieved by attaching degrees of importance to low-level image, audio and text features. However, video content elicits strong and measurable physiological responses in the user, which are potentially rich indicators of what video content is memorable to or emotionally engaging for an individual user. This article proposes a technique that exploits such physiological responses to a given video stream by a given user to produce Entertainment-Led VIdeo Summaries (ELVIS). ELVIS is made up of five analysis phases which correspond to the analyses of five physiological response measures: electro-dermal response (EDR), heart rate (HR), blood volume pulse (BVP), respiration rate (RR), and respiration amplitude (RA). Through these analyses, the temporal locations of the most entertaining video subsegments, as they occur within the video stream as a whole, are automatically identified. The effectiveness of the ELVIS technique is verified through a statistical analysis of data collected during a set of user trials. Our results show that ELVIS is more consistent than RANDOM, EDR, HR, BVP, RR and RA selections in identifying the most entertaining video subsegments for content in the comedy, horror/comedy, and horror genres. Subjective user reports also reveal that ELVIS video summaries are comparatively easy to understand, enjoyable, and informative

Analysing user physiological responses for affective video summarisation

This is the post-print version of the final paper published in Displays. The published article is available from the link below. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. Copyright @ 2009 Elsevier B.V.Video summarisation techniques aim to abstract the most significant content from a video stream. This is typically achieved by processing low-level image, audio and text features which are still quite disparate from the high-level semantics that end users identify with (the ‘semantic gap’). Physiological responses are potentially rich indicators of memorable or emotionally engaging video content for a given user. Consequently, we investigate whether they may serve as a suitable basis for a video summarisation technique by analysing a range of user physiological response measures, specifically electro-dermal response (EDR), respiration amplitude (RA), respiration rate (RR), blood volume pulse (BVP) and heart rate (HR), in response to a range of video content in a variety of genres including horror, comedy, drama, sci-fi and action. We present an analysis framework for processing the user responses to specific sub-segments within a video stream based on percent rank value normalisation. The application of the analysis framework reveals that users respond significantly to the most entertaining video sub-segments in a range of content domains. Specifically, horror content seems to elicit significant EDR, RA, RR and BVP responses, and comedy content elicits comparatively lower levels of EDR, but does seem to elicit significant RA, RR, BVP and HR responses. Drama content seems to elicit less significant physiological responses in general, and both sci-fi and action content seem to elicit significant EDR responses. We discuss the implications this may have for future affective video summarisation approaches

Occupational therapists’ views of using a virtual reality interior design application within the pre-discharge home visit process

This article has been made available through the Brunel Open Access Publishing Fund.Background: A key role of Occupational Therapists (OTs) is to carry out pre-discharge home visits (PHV) and propose appropriate adaptations to the home environment, to enable patients to function independently after hospital-home discharge. However, research shows that more than 50% of specialist equipment installed as part of home adaptations is not used by patients. A key reason for this is that decisions about home adaptations are often made without adequate collaboration and consultation with the patient. Consequently, there is an urgent need to seek out new and innovative uses of technology to facilitate patient/practitioner collaboration, engagement and shared decision making in the PHV process. Virtual reality interior design applications (VRIDAs) primarily allow users to simulate the home environment and visualise changes prior to implementing them. Customised VRIDAs, which also model specialist occupational therapy equipment, could become a valuable tool to facilitate improved patient/practitioner collaboration if developed effectively and integrated into the PHV process. Objective: To explore the perceptions of occupational therapists with regards to using VRIDAs as an assistive tool within the PHV process. Methods: Task-oriented interactive usability sessions, utilising the think-aloud protocol and subsequent semi-structured interviews were carried out with seven Occupational Therapists who possessed significant experience across a range of clinical settings. Template analysis was carried out on the think-aloud and interview data. Analysis was both inductive and driven by theory, centring around the parameters that impact upon the acceptance, adoption and use of this technology in practice as indicated by the Technology Acceptance Model (TAM). Results: OTs’ perceptions were identified relating to three core themes: (1) perceived usefulness (PU), (2) perceived ease of use (PEoU), and (3) actual use (AU). Regarding PU, OTs believed VRIDAs had promising potential to increase understanding, enrich communications and patient involvement, and improved patient/practitioner shared understanding. However, it was unlikely that VRIDAs would be suitable for use with cognitively impaired patients. For PEoU, all OTs were able to use the software and complete the tasks successfully, however, participants noted numerous specialist equipment items that could be added to the furniture library. AU perceptions were positive regarding use of the application across a range of clinical settings including children/young adults, long-term conditions, neurology, older adults, and social services. However, some “fine tuning” may be necessary if the application is to be optimally used in practice. Conclusions: Participants perceived the use of VRIDAs in practice would enhance levels of patient/practitioner collaboration and provide a much needed mechanism via which patients are empowered to become more equal partners in decisions made about their care. Further research is needed to explore patient perceptions of VRIDAs, to make necessary customisations accordingly, and to explore deployment of the application in a collaborative patient/practitioner-based context

Video summarisation: A conceptual framework and survey of the state of the art

This is the post-print (final draft post-refereeing) version of the article. Copyright @ 2007 Elsevier Inc.Video summaries provide condensed and succinct representations of the content of a video stream through a combination of still images, video segments, graphical representations and textual descriptors. This paper presents a conceptual framework for video summarisation derived from the research literature and used as a means for surveying the research literature. The framework distinguishes between video summarisation techniques (the methods used to process content from a source video stream to achieve a summarisation of that stream) and video summaries (outputs of video summarisation techniques). Video summarisation techniques are considered within three broad categories: internal (analyse information sourced directly from the video stream), external (analyse information not sourced directly from the video stream) and hybrid (analyse a combination of internal and external information). Video summaries are considered as a function of the type of content they are derived from (object, event, perception or feature based) and the functionality offered to the user for their consumption (interactive or static, personalised or generic). It is argued that video summarisation would benefit from greater incorporation of external information, particularly user based information that is unobtrusively sourced, in order to overcome longstanding challenges such as the semantic gap and providing video summaries that have greater relevance to individual users

Fall prevention intervention technologies: A conceptual framework and survey of the state of the art

In recent years, an ever increasing range of technology-based applications have been developed with the goal of assisting in the delivery of more effective and efficient fall prevention interventions. Whilst there have been a number of studies that have surveyed technologies for a particular sub-domain of fall prevention, there is no existing research which surveys the full spectrum of falls prevention interventions and characterises the range of technologies that have augmented this landscape. This study presents a conceptual framework and survey of the state of the art of technology-based fall prevention systems which is derived from a systematic template analysis of studies presented in contemporary research literature. The framework proposes four broad categories of fall prevention intervention system: Pre-fall prevention; Post-fall prevention; Fall injury prevention; Cross-fall prevention. Other categories include, Application type, Technology deployment platform, Information sources, Deployment environment, User interface type, and Collaborative function. After presenting the conceptual framework, a detailed survey of the state of the art is presented as a function of the proposed framework. A number of research challenges emerge as a result of surveying the research literature, which include a need for: new systems that focus on overcoming extrinsic falls risk factors; systems that support the environmental risk assessment process; systems that enable patients and practitioners to develop more collaborative relationships and engage in shared decision making during falls risk assessment and prevention activities. In response to these challenges, recommendations and future research directions are proposed to overcome each respective challenge.The Royal Society, grant Ref: RG13082

Team-taught versus individually taught undergraduate education: A qualitative study of student experiences and preferences

Team teaching is becoming more common in undergraduate programmes of study although the relative merits to the more traditional individually taught courses have not been determined for best practice. For this study, 15 final year undergraduate students were interviewed to gain insight into their learning experiences. A thematic analysis of the interview data identified the perceived advantages and disadvantages of each mode of teaching. The advantages of individually taught courses included: Consistency of content delivery and advice, Familiarity with the lecturer’s teaching style and better Continuity of the subject content. The disadvantage of individually taught modules included Missing knowledge, compared to a team approach. Advantages of team taught modules included: Greater insight into a topic delivered by multiple team members. Disadvantages included: Content overlap, Conflicting messages relating to assessment, team members not taking Ownership of their roles and responsibilities and a belief that overall Team failure is worse than individual failure to deliver a module well. The results revealed that individually taught modules were generally preferred to team taught modules. A set of best practice recommendations are proposed to address the challenges when delivering team-taught teaching and become more student focused

Evaluating teaching effectiveness in nursing education:An Iranian perspective

BACKGROUND: The main objective of this study was to determine the perceptions of Iranian nurse educators and students regarding the evaluation of teaching effectiveness in university-based programs. METHODS: An exploratory descriptive design was employed. 143 nurse educators in nursing faculties from the three universities in Tehran, 40 undergraduate, and 30 graduate students from Tehran University composed the study sample. In addition, deans from the three nursing faculties were interviewed. A researcher-developed questionnaire was used to determine the perceptions of both faculty and students about evaluating the teaching effectiveness of nurse educators, and an interview guide was employed to elicit the views of deans of faculties of nursing regarding evaluation policies and procedures. Data were analyzed using parametric and nonparametric statistics to identify similarities and differences in perceptions within the Iranian nurse educator group and the student group, and between these two groups of respondents. RESULTS: While faculty evaluation has always been a major part of university based nursing programs, faculty evaluation must be approached more analytically, objectively, and comprehensively to ensure that all nursing educators receive the fairest treatment possible and that the teaching-learning process is enhanced. CONCLUSION: Educators and students stressed that systematic and continuous evaluation as well as staff development should be the primary goals for the faculty evaluation process. The ultimate goals is the improvement of teaching by nurse educators