Many companies struggle with the assessment of customer experience. This chapter aims to demonstrate how mobile ethnography tackles this issue by assessing data in a…
Many companies struggle with the assessment of customer experience. This chapter aims to demonstrate how mobile ethnography tackles this issue by assessing data in a holistical way, in-situ, and in real-time.
The chapter describes the implementation of a mobile ethnography project in a tourist destination, including participant recruitment, data collection, data analysis, and the derivation of insights.
The mobile ethnography project allowed to gain deep insights into the customers’ journeys.
Future research will need to further investigate questions of participant recruitment, the effectiveness of incentives as well as the performance of the data collection process. Furthermore the findings of this case need to be replicated in the context of other industries, as well as in other cultural contexts.
Mobile ethnography allows companies to gain more information on customer experience in real-time, thus with reduced cognitive and emotional bias. Therefore, the method can help to improve the touristic service offering and, consequently, customer experience.
As companies are searching for new approaches to research and manage customer experience, this chapter is of high value for both academia and practice.
PERHAPS the three most important factors in any form of transport are speed, reliability and safety, of which the first is the most important, particularly in air transport.
THE opening paragraph of last month's article stated that perhaps speed is the most important factor in air transport. That was due to an error in transcription and is far…
THE opening paragraph of last month's article stated that perhaps speed is the most important factor in air transport. That was due to an error in transcription and is far removed from the writer's opinion. There should be one consideration only constantly in the mind of the ground engineer—that of safety. That there may be safety in flying is the prime reason for the existence of ground engineers and it is with this object always in view that their duties should be carried out.
The purpose of this paper is to establish the effect of incorporating Centor scoring into antibiotic prescribing in primary care in London, UK, before and after the…
The purpose of this paper is to establish the effect of incorporating Centor scoring into antibiotic prescribing in primary care in London, UK, before and after the introduction of an educational package and prescribing software tool.
A quality improvement project with analysis of all sore throat presentations in patients aged 3-14 years, in two phases. Phase 1 (retrospective): 1 January-31 December 2013, followed by an intervention (software tool/education package) and Phase 2 (prospective): 1 March 2014-28 February 2015.
In the initial analysis, 162 out of 202 (80.2 per cent) patients were prescribed antibiotics. Following the educational/software intervention, 191 out of 231 (82.7 per cent) patients were prescribed antibiotics (p=0.56, χ2 test). The mean Centor score decreased significantly following the education/software intervention (3.1 vs 2.7, p<0.001, χ2 test). In all, 100 per cent of patients with tonsillar exudate were prescribed antibiotics in both phases. The apparent order of importance for predictive signs/symptoms given by the prescribers in both phases of the study was tonsillar exudate>lymphadenopathy>fever>absence of cough.
This is the first time a differential importance given by practitioners on individual Centor criteria has been described. With a low probability of bacterial infection, children with exudate or anterior lymphadenopathy almost always received antibiotics. This is interesting, since studies have previously found that the presence of tonsillar exudate had no significant association with culture-confirmed streptococcal tonsillitis.
Drawing from theories of structural power and relational competence, this paper proposes an innovative theoretical model able to predict relationship outcomes during…
Drawing from theories of structural power and relational competence, this paper proposes an innovative theoretical model able to predict relationship outcomes during adolescence by mapping the partners’ resources and patterns of exchange in four contexts (family, work/school, leisure time, and survival) as power bases in the relationship. Adolescent dating is an important juncture in the developmental pathway to adult partnership, both in terms of relational satisfaction and relationship violence. Power processes can capture the dynamics of both healthy and unhealthy relationships, regardless of gender, contingent to the power advantage (or disadvantage) within the relationship and can produce predictable consequences for partner’s behavior. Knowing which partner holds what kind and amount of power and in which decision-making areas may be used to predict the actions of either partner and ultimately identify the trajectories of their relationships.
Although many educators feel insecure about reporting suspected child maltreatment, educators are in a unique position to identify and, subsequently, intervene in such…
Although many educators feel insecure about reporting suspected child maltreatment, educators are in a unique position to identify and, subsequently, intervene in such cases. This is particularly true for those working in early childhood education settings, as the youngest children – those most vulnerable to the effects of maltreatment – are at the greatest risk for being victims of most types of maltreatment. Thus, early childhood educators should be familiar with child maltreatment and be prepared to act in these cases. The purpose of this chapter is to provide a general overview of child maltreatment. Definitions and prevalent issues will be discussed, and the potential effects of child maltreatment across a variety of domains, including cognitive, academic, social, and behavioral functioning, will be highlighted. Finally, the authors explore various responsibilities, such as mandated reporting and intervention and prevention activities, of early childhood educators.
The Care and Maintenance of Aircraft. Second Edition. By Various Authors. (Airways Publications, Ltd., 3s. 6d.). The fact that a second edition of a technical work of this…
The Care and Maintenance of Aircraft. Second Edition. By Various Authors. (Airways Publications, Ltd., 3s. 6d.). The fact that a second edition of a technical work of this nature was called for within three months of the publication of the first is its own testimony to the value of the contents.
This study set out to collect data from assistive technology professionals about their provision of speech‐driven environmental control systems. This study is part of a…
This study set out to collect data from assistive technology professionals about their provision of speech‐driven environmental control systems. This study is part of a larger study looking at developing a new speech‐driven environmental control system. A focus group for assistive technology professionals was conducted. This focus group was recorded, transcribed and then analysed using a framework approach. The analysis suggested that professionals have a ‘mental model’ of a successful user of a speech‐driven system and that in general they consider such systems either as a ‘last resort’ or to work in parallel with another system as a back‐up. Perceived poor reliability was highlighted as a major influence in the provision of speech‐driven environmental control systems although there were also positive perceptions about the use of speech under controlled circumstances. Comparison with published data from end‐users showed that professionals highlighted the majority of issues identified by end‐users. Assistive technology professionals think that speech has potential as an access method but are cautious about using speech‐driven environmental control systems predominantly due to concerns about reliability. Professionals seem able to empathise well with the challenges faced by end‐users in use of these systems.