Search results

The purpose of this study is to shed greater light on the factors that influence consumer compliance behavior, e.g. SRF, in compliance dependent services (CDS). CDS, e.g. weight loss, retirement savings, education, credit repair, are long term in nature, often requiring lifestyle changes. In addition, and importantly, the customer's role in CDS extends beyond the face‐to‐face interaction and requires the consumer to comply with prescribed behaviors when away from the service provider.

The subjects were 243 female clients (aged 20 to 45) at a weight loss/fitness center located in south India. Subjects were selected from among the new clients who signed up for an eight‐week long weight loss and fitness program which seeks to help clients lose modest amounts of excess weight (averaging approximately ten pounds). On signing up, respondents completed a survey that included several scales of regulatory focus, and a question eliciting reasons for wanting to lose weight.

This study exams the role of self‐regulatory focus (SRF) in long‐term customer compliance behavior in weight loss. A specific measure of SRF led to better outcomes than the generalized measures of SRF.

Though this research project examines consumer behavior in the context of weight loss activities, it has far‐ranging implications for various services requiring consumers to engage in prescribed behaviors over the long run. For example, the success of debt counseling services and retirement savings programs require clients to engage in certain behaviors over the long run. Marketers of CDS programs will be able to use the findings of this research project to find new ways to increase long‐term customer compliance behavior.

Risk is difficult to measure — so difficult that no single measure seems robust enough for all circumstances. This is especially true of measuring the risk contained in insurance‐linked securities. Insurance risk is usually asymmetrically skewed. As a conse‐quence, traditional capital market risk measures — expected loss, probability of default, and the standard deviation of return out‐comes — are less than perfect to the insurance task. Without a good risk measure, it is impossible to compare the risk‐adjusted pricing of insurance‐linked notes on a consistent basis. It is impossible to tell which securities are cheap and which are expensive. It is impossible to decide on their value relative to more traditional investments.

The purpose of this paper is to provide evidence on the additional costs of dealing with staff fraud, beyond the initial fraud loss, based on 45 cases of staff fraud.

The research began with a “brainstorming” session with counter fraud professionals to map all potential costs in a staff fraud. It then utilised a twin-track approach of a survey and interviews. A survey was distributed using a number of methods yielding 28 usable cases. Interviews were also sought with organisations willing to discuss staff fraud, which secured a further 17 cases. Both the survey and interview used the same questionnaire, although the latter enabled a deeper questioning of participants.

This study examined 45 cases of staff fraud from a wide range of sectors drawn predominantly from larger organisations. From each of these cases detailed, estimates of the costs of dealing with the fraud were identified. Major additional costs included the costs of investigation, staff suspensions, internal disciplinary costs, external sanctions, permanent staff replacement, miscellaneous costs as well as intangible costs. The findings identified significant costs which are significantly above the initial value of the fraud, particularly on initial frauds under £25,000.

Staff fraud is a very sensitive subject with many organisations unwilling to reveal what happens when it occurs. The approach was therefore to secure as much data as possible and as such this might not be representative of the broader economy.

The paper highlights the need for greater investment in prevention given the substantial costs of staff fraud to deal with.

This is the first attempt to gauge the full costs of staff fraud to an organisation.

Although the fitness switching costs scale (FSCS) was shown to have sound psychometric properties, the length of the 54-item may impose burdens on survey participants and present methodological and analytic challenges for researchers and practitioners. Therefore, the present study shortened and validated two versions of the FSCS, namely the 33-item FSCS (FSCS-33) and the 11-item FSCS (FSCS-11).

In Study 1 (n = 411), the most useful items from the FSCS for the FSCS-33 and FSCS-11 were identified using item response theory (IRT). Study 2 (n = 391) and Study 3 (n = 400) assessed the psychometric properties of the FSCS-33 and FSCS-11, respectively, using partial least squares structural equation modeling.

The FSCS-33 and FSCS-11 demonstrated strong reliability and validity in assessing switching costs in fitness centers.

The psychometrically sound short-form scales provide researchers and practitioners with convenient and accurate means of measuring switching costs in fitness centers.

The purpose of this study is to investigate the effect of punching on the local magnetic properties of the nonoriented electrical steel sheet.

A microcomposite B–H sensor consisting of a pair of B probes with a spacing of 2 mm and a 1.8 × 1.8 mm² H coil is designed. The region and degree of local magnetic properties degradation caused by punching can be quantitatively analyzed by flexibly moving the composite B–H sensor. The influence and physical mechanism of punching on the hysteresis loss, eddy current loss and excess loss are analyzed based on the Bertotti loss separation theory.

This study investigates the deterioration effect of the punched nonoriented electrical steel. The permeability near the edge decreases, and the core loss as well as the microhardness increases. The region of magnetic property deterioration is dependent on the area of work hardening.

The microcomposite B–H sensor can be used to measure the magnetic properties near the edge of electrical steel sheets under different processing conditions. This study provides the possibility of precise magnetic property model of the motor core after punching, especially valuable for motors without annealing process.

Community centers play a socio-economic and urban role of combining different communal necessities, that serve inhabitants, at different neighborhoods in cities. Their role emerged in importance as being a hub for improving and customizing quality of life experiences of the public. This research presents a code-based risk assessment tool for evaluating fire safety measures that can be adapted in the context of community centers. It also provides an exemplary case study to demonstrate its application.

The study identified the factors that render community centers as a high-risk type of facilities in fire events. Various fire codes and standards were reviewed to describe the relevant fire safety measures. A code-based fire risk assessment tool was developed and implemented, through a case study. A set of recommendations were developed to improve the fire safety conditions of the case study facility.

Several violations to fire safety were identified in the case study building. The findings led to identifying a set of recommendations to improve its fire safety conditions.

This research introduced a systematic approach to raise awareness about fire incidences and consequences in community centers, and provides facilities managers with a tool, to assess compliance based on international fire code requirements.

In fire events, community centers are considered as high-risk facilities that may lead to significant losses of human lives and damages to assets. It is significant to study the causes of fire, for ensuring effective prevention and safe operations.

In this chapter I explore how conflicting discursive claims made by the medical community are consequential for bariatric weight loss surgery patients. Bariatric surgery has become increasingly common in the United States since the 1990s, with over 177,000 Americans undergoing surgery in 2006. Despite the surgery's growing popularity, the US medical community does not wholeheartedly endorse the surgery. Rather, different members of the medical community espouse contradictory evaluations of weight loss surgery. I broadly characterize this intra-medical community controversy and, then, discuss how conflicting claims have helped shape the bariatric surgery industry's discursive conception of an “ideal patient.” Next, I analyze actual patients’ negotiations of the ideal patient archetype, and find that patients’ responses follow three paths: embracing the ideal, having a mixed response to the ideal, and strategically complying with the ideal. As patients are compelled to grapple with the ideal archetype in order to access surgery, I conclude that the ideal archetype acts as a discursive frame connecting individual patients to broad bariatric surgery discourses.

Utilising data from 18 in‐depth case studies, this study seeks to explore training, development and human resource development (HRD) practices in European call centres. It aims to argue that the complexity and diversity of training, development and HRD practices is best understood by studying the multilayered contexts within which call centres operate. Call centres operate as open systems and training, development and HRD practices are influenced by environmental, strategic, organisational and temporal conditions.

The study utilised a range of research methods, including in‐depth interviews with multiple stakeholders, documentary analysis and observation. The study was conducted over a two‐year period.

The results indicate that normative models of HRD are not particularly valuable and that training, development and HRD in call centres is emergent and highly complex.

This study represents one of the first studies to investigate training and development and HRD practices and systems in European call centres.

The purpose of this paper is to provide a framework for the optimal design of queueing systems of call centers with delay information. The main decisions in the design of such systems are the number of servers, the appropriate control to announce delay anticipated.

This paper models a multi-server queueing system as an M/M/S+M queue with customer reactions. Based on customer psychology in waiting experiences, a number of different service-level definitions are structured and the explicit computation of their performance measures is performed. This paper characterizes the level of satisfaction with delay information to modulate customer reactions. Optimality is defined as the number of agents that maximize revenues net of staffing costs.

Numerical studies show that the solutions to optimal design of staffing levels and delay information exhibit interesting differences, especially U-shaped curve for optimal staffing level. Experiments show how call center managers can determine economically optimal anticipated delay and number of servers so that they could control the trade-off between revenue loss and customer satisfaction.

Many results that pertain to announcing delay information, customer reactions, and links to satisfaction with delay information have not been established in previous studies, however, this paper analytically characterizes these performance measures for staffing call centers.

In the classic Introduction to Work Study, which is published by the International Labour Office, there is a list of the resources which collectively determine the productivity of a firm. They are set out as lands and buildings, materials, machines and manpower.