Differences between customer type and consumption stage in terms of service failure responses and preferred service recovery strategies in the cellphone industry

Cellphone network service providers face intense competition in a market reaching maturity. The industry is plagued with difficulties with infrastructure, congestion and subsequent service problems. This paper uncovers individual service failures customers experience in this industry, what their likely responses to a serious service failure are, and the service recovery strategies they prefer. It is the contention of the authors that different types of customers and customers in various consumption stages respond differently when faced with service failures and would therefore prefer different service recovery strategies. A total of 2339 useable responses were collected in Gauteng, South Africa through convenience sampling of cellphone owners aged 64 years or younger. The results indicate that respondents consider network unavailability to be the most common service failure. Significant differences were found between groupsof respondents, based on the type of customer and consumption stage, with regard to their likely responses to a serious service failure and the service recovery strategies they prefer. The results of the study may guide service providers in tailoring service recovery strategies for different types of customers and consumption stages.Key words: service failure, service recovery, cellphone network service providers, customer type, consumption stag

Impact of platelet count on results obtained from multiple electrode platelet aggregometry (Multiplate™)

<p>Abstract</p> <p>Objectives</p> <p>Use of potent antiplatelet drugs requires evaluation of platelet function. While platelet function in elective cases is usually assessed in a central laboratory environment, there is also an urgent need for rapid perioperative point-of-care assessment. Recently, multiple electrode platelet aggregometry has been developed and assumed to measure platelet function independent from platelet count. We tested the hypothesis that results of multiple electrode platelet aggregometry are affected by platelet count, in particular if platelet count is below normal range.</p> <p>Methods</p> <p>Whole blood samples from 20 healthy volunteers were prepared containing platelet concentrations of 50,000, 100,000, 150,000, 200,000, and 250,000 μl^-1while maintaining hematocrit. Platelet aggregation was induced by collagen, thrombin receptor activating peptide 6 (TRAP-6), adenosine-diphoshate (ADP), and arachidonic acid, respectively, and aggregation was measured by multiple electrode platelet aggregometry (Multiplate™).</p> <p>Results</p> <p>Results of multiple electrode platelet aggregometry significantly decreased in blood samples with platelet count below normal range. Compared to results measured in blood samples with platelet count within normal range, aggregometry results decreased by 18.4% (p < 0.001) and 37.2% (p < 0.001) in blood samples with a platelet count of 100.000 and 50.000 μl^-1, respectively. On the other hand, large interindividual variation has been observed and some blood samples showed normal results even with platelet counts of 50.000 μl^-1.</p> <p>Conclusion</p> <p>The results obtained with Multiplate™ Analyzer are influenced by platelet function as well as platelet count thus displaying the overall platelet aggregability within the blood sample rather than platelet function alone.</p

Consumer perceptions of shopping channel attributes and risk factors of apparel purchases

Retailers operating in a globally-competitive industry need to pay careful attention to customer perceptions of a particular shopping channel, either online or offline. Given this shift, retail marketers globally should develop apt strategies for enhancing customer satisfaction and gaining a competitive advantage. The purpose of this study was to discover the perceptions of consumers towards shopping channel attributes and to determine how these affect purchase intentions towards apparel through two retail channels, offline and online. This research is of importance due to many South African and international apparel retailers moving to the online retail channel, aiming to target a wider market and make their products available to various geographical areas. International apparel retailers can expand their target market by attracting South African consumers, but as South African consumers are known to behave differently to their European or American counterparts, international apparel retailers need to expand the findings of this research. This research considers why consumers would look for information on apparel online, and then not buy, as well as which factors would cause them to consider purchasing online. 397 questionnaires were collected and deemed to be usable for statistical analysis. Shopping channel attributes and risk factors were assessed through means of confirmatory factor analysis and multiple regression analysis. The results indicate that convenience and delivery risk were the most significant influencers towards online purchase intention. Further, online retailers should ensure that a shopping channel offers the highest levels of convenience, and use mobile-friendly websites to enable easier access to information. The results also reveal that customer service and delivery risk were the most significant influencers of offline purchase intention. It is thus vital for offline retailers to offer high levels of customer service through employee training, incentives, the resolution of customer conflicts and customer service sections in stores to enhance customer experience and satisfaction

The relationship between perceived price and consumers' purchase intentions of private label wine brands

The primary objective of this study was to determine the relationship between perceived relative price, perceived value and consumers’ purchase intentions of private label wine brands within the retail sector in Johannesburg. Private Label Brands (PLBs) are products that the retailer owns, sells and distributes to consumers. If retailers can successfully influence the perceived value of their PLB wines, it will allow them to improve consumers’ purchase intentions, increase their profits and market share and gain a competitive edge over their brand name rivals. This study adds value to the limited research on the perceived value and purchase intentions of PLB wines in South Africa. A quantitative, descriptive, survey-based research approach was implemented. Participants were selected via a nonprobability convenience sampling method. In total, 250 questionnaires were used for analysis on the SPSS 22 statistical programme. Analysis included Exploratory Factor Analysis (EFA) and simple linear regression analysis. The results indicated that the perceived relative price of PLB wines influenced the perceived value and suggested that there was a significant positive relationship between perceived value and consumers’ purchase intentions. It was recommended that Mass Grocery Retailers (MGRs) should adapt their PLB marketing and pricing strategies in order to change consumers’ perceived value and positively influence their purchase intentions with regard to PLB wines

Nonlinear atom interferometer surpasses classical precision limit

Interference is fundamental to wave dynamics and quantum mechanics. The quantum wave properties of particles are exploited in metrology using atom interferometers, allowing for high-precision inertia measurements [1, 2]. Furthermore, the state-of-the-art time standard is based on an interferometric technique known as Ramsey spectroscopy. However, the precision of an interferometer is limited by classical statistics owing to the finite number of atoms used to deduce the quantity of interest [3]. Here we show experimentally that the classical precision limit can be surpassed using nonlinear atom interferometry with a Bose-Einstein condensate. Controlled interactions between the atoms lead to non-classical entangled states within the interferometer; this represents an alternative approach to the use of non-classical input states [4-8]. Extending quantum interferometry [9] to the regime of large atom number, we find that phase sensitivity is enhanced by 15 per cent relative to that in an ideal classical measurement. Our nonlinear atomic beam splitter follows the "one-axis-twisting" scheme [10] and implements interaction control using a narrow Feshbach resonance. We perform noise tomography of the quantum state within the interferometer and detect coherent spin squeezing with a squeezing factor of -8.2dB [11-15]. The results provide information on the many-particle quantum state, and imply the entanglement of 170 atoms [16]

Radioactive 26Al and massive stars in the Galaxy

Gamma-rays from radioactive 26Al (half life ~7.2 10^5 yr) provide a 'snapshot' view of ongoing nucleosynthesis in the Galaxy. The Galaxy is relatively transparent to such gamma-rays, and emission has been found concentrated along the plane of the Galaxy. This led to the conclusion1 that massive stars throughout the Galaxy dominate the production of 26Al. On the other hand, meteoritic data show locally-produced 26Al, perhaps from spallation reactions in the protosolar disk. Furthermore, prominent gamma-ray emission from the Cygnus region suggests that a substantial fraction of Galactic 26Al could originate in localized star-forming regions. Here we report high spectral resolution measurements of 26Al emission at 1808.65 keV, which demonstrate that the 26Al source regions corotate with the Galaxy, supporting its Galaxy-wide origin. We determine a present-day equilibrium mass of 2.8 (+/-0.8) M_sol of 26Al. We use this to estimate that the frequency of core collapse (i.e. type Ib/c and type II) supernovae to be 1.9(+/- 1.1) events per century.Comment: accepted for publication in Nature, 24 pages including Online Supplements, 11 figures, 1 tabl

Theory of disk accretion onto supermassive black holes

Accretion onto supermassive black holes produces both the dramatic phenomena associated with active galactic nuclei and the underwhelming displays seen in the Galactic Center and most other nearby galaxies. I review selected aspects of the current theoretical understanding of black hole accretion, emphasizing the role of magnetohydrodynamic turbulence and gravitational instabilities in driving the actual accretion and the importance of the efficacy of cooling in determining the structure and observational appearance of the accretion flow. Ongoing investigations into the dynamics of the plunging region, the origin of variability in the accretion process, and the evolution of warped, twisted, or eccentric disks are summarized.Comment: Mostly introductory review, to appear in "Supermassive black holes in the distant Universe", ed. A.J. Barger, Kluwer Academic Publishers, in pres

A Model-Based Analysis of GC-Biased Gene Conversion in the Human and Chimpanzee Genomes

GC-biased gene conversion (gBGC) is a recombination-associated process that favors the fixation of G/C alleles over A/T alleles. In mammals, gBGC is hypothesized to contribute to variation in GC content, rapidly evolving sequences, and the fixation of deleterious mutations, but its prevalence and general functional consequences remain poorly understood. gBGC is difficult to incorporate into models of molecular evolution and so far has primarily been studied using summary statistics from genomic comparisons. Here, we introduce a new probabilistic model that captures the joint effects of natural selection and gBGC on nucleotide substitution patterns, while allowing for correlations along the genome in these effects. We implemented our model in a computer program, called phastBias, that can accurately detect gBGC tracts about 1 kilobase or longer in simulated sequence alignments. When applied to real primate genome sequences, phastBias predicts gBGC tracts that cover roughly 0.3% of the human and chimpanzee genomes and account for 1.2% of human-chimpanzee nucleotide differences. These tracts fall in clusters, particularly in subtelomeric regions; they are enriched for recombination hotspots and fast-evolving sequences; and they display an ongoing fixation preference for G and C alleles. They are also significantly enriched for disease-associated polymorphisms, suggesting that they contribute to the fixation of deleterious alleles. The gBGC tracts provide a unique window into historical recombination processes along the human and chimpanzee lineages. They supply additional evidence of long-term conservation of megabase-scale recombination rates accompanied by rapid turnover of hotspots. Together, these findings shed new light on the evolutionary, functional, and disease implications of gBGC. The phastBias program and our predicted tracts are freely available. © 2013 Capra et al

Symmetric diffusions with polynomial eigenvectors

25 pagesInternational audienceWe describe symmetric diffusion operators where the spectral decomposition is given through a family of orthogonal polynomials. In dimension one, this reduces to the case of Hermite, Laguerre and Jacobi polynomials. In higher dimension, some basic examples arise from compact Lie groups. We give a complete description of the bounded sets on which such operators may live. We then provide a classification of those sets when the polynomials are ordered according to their usual degree

Utilization of outpatient services in refugee settlement health facilities: a comparison by age, gender, and refugee versus host national status

<p>Abstract</p> <p>Background</p> <p>Comparisons between refugees receiving health care in settlement-based facilities and persons living in host communities have found that refugees have better health outcomes. However, data that compares utilization of health services between refugees and the host population, and across refugee settlements, countries and regions is limited. The paper will address this information gap. The analysis in this paper uses data from the United Nations High Commissioner of Refugees (UNHCR) Health Information System (HIS).</p> <p>Methods</p> <p>Data about settlement populations and the use of outpatient health services were exported from the UNHCR health information system database. Tableau Desktop was used to explore the data. STATA was used for data cleaning and statistical analysis. Differences in various indicators of the use of health services by region, gender, age groups, and status (host national vs. refugee population) were analyzed for statistical significance using generalized estimating equation models that adjusted for correlated data within refugee settlements over time.</p> <p>Results</p> <p>Eighty-one refugee settlements were included in this study and an average population of 1.53 million refugees was receiving outpatient health services between 2008 and 2009. The crude utilization rate among refugees is 2.2 visits per person per year across all settlements. The refugee utilization rate in Asia (3.5) was higher than in Africa on average (1.8). Among refugees, females have a statistically significant higher utilization rate than males (2.4 visits per person per year vs. 2.1). The proportion of new outpatient attributable to refugees is higher than that attributable to host nationals. In the Asian settlements, only 2% outpatient visits, on average, were attributable to host community members. By contrast, in Africa, the proportion of new outpatient (OPD) visits by host nationals was 21% on average; in many Ugandan settlements, the proportion of outpatient visits attributable to host community members was higher than that for refugees. There was no statistically significant difference between the size of the male and female populations across refugee settlements. Across all settlements reporting to the UNHCR database, the percent of the refugee population that was less than five years of age is 16% on average.</p> <p>Conclusions</p> <p>The availability of a centralized database of health information across UNHCR-supported refugee settlements is a rich resource. The SPHERE standard for emergencies of 1-4 visits per person per year appears to be relevant for Asia in the post-emergency phase, but not for Africa. In Africa, a post-emergency standard of 1-2 visits per person per year should be considered. Although it is often assumed that the size of the female population in refugee settlements is higher than males, we found no statistically significant difference between the size of the male and female populations in refugee settlements overall. Another assumption---that the under-fives make up 20% of the settlement population during the emergency phase---does not appear to hold for the post-emergency phase; under-fives made up about 16% of refugee settlement populations.</p