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The purpose of this study is to present and explain a new customer segmentation approach inspired by failure mode and effect analysis (FMEA) which can help classify customers into more accurate segments.

The present study offers a look at the three most commonly used approaches to assessing customer loyalty:net promoter score, loyalty ladder and loyalty matrix. A survey on the quality of restaurant services compares the results of categorizing customers according to these three most frequently used approaches.

A new way of categorizing customers through loyalty priority number (LPN) is proposed. LPN was designed as a major segmentation criterion consisting of customer loyalty rate, frequency of purchase of products or services and value of purchases. Using the proposed approach allows to categorize customers into four more comprehensive groups: random, bronze, silver and gold – according to their loyalty and value to the organization.

Survey will bring a more accurate way of categorizing customers even in those sectors where transaction data are not available. More accurate customer categorization will enable organizations to use targeting tools more effectively and improve product positioning.

The most commonly used categorization approaches such as net promoter score, loyalty ladder or loyalty matrix offer relatively general information about customer groups. The present study combines the benefits of these approaches with the principles of FMEA. The case study not only made it possible to offer a view of the real application of the proposed approach but also made it possible to make a uniform comparison of the accuracy of customer categorization.

Nursing homes experience high nursing staff turnover. Nursing staff in nursing homes is comprised of gray and blue collar workers that include registered nurses (RNs), licensed practical nurses (LPNs), and certified nurse assistants (CNAs). The relationship between human resource management (HRM)practices, organizational culture, and nursing staff turnover is examined in underresourced (high Medicaid) nursing homes. Survey data from 348 nursing home administrators (NHAs) of USA high Medicaid (85% or higher) facilities were merged with secondary data sources for 2017–2018. The dependent variables (nursing staff turnover rates) consisted of the percentages of RNs, LPNs, and CNAs that had voluntarily quit the organization during the past year. The independent variables were: (1) HRM practices (employee-centered and high involvement practices); and (2) organizational culture: clan, market, hierarchical, and non-dominant. Organizational and market variables were controlled for. Data were modeled using Poisson log-linear regression, and propensity score weights were used to adjust for potential survey non-response bias. Results show high involvement HRM practices and having a clan culture are associated with lower RN, LPN, and CNA staffing turnover. Study findings suggest that organizational culture and HRM practices may be instrumental in reducing nursing turnover in underresourced nursing homes.

The purpose of this study is to apply a rhetorical lens to the exploration of symbolic interactions used to negotiate contested identity. Specifically, we provide and analyze an Internet discussion among nurses concerning job duties and responsibilities. In this case study, one nurse questions her superior's remarks about her “abandoning” her responsibilities if she does not undertake “non-nursing” tasks. Ironically, the majority of posts that follow from other nurses perpetuate the notion that nurses must perform “non-nursing” tasks to fulfill their primary moral obligation and sustain an identity of nurses as flexible and caring. A rhetorical lens is applied and suggests that multiple framing techniques and rhetorical tactics (i.e., mutual negation, minimization, red herrings, sunny-side of domination, and perhaps most important the moral imperative) are used to persuade the nurse toward a collective identity – flexible professional. Although the main contribution of this study is found in the use of the rhetorical lens, an additional contribution is discussed – unexpected evidence, which suggests that the primary assumption of a “nursing shortage” may be a discursive reality, as well.

Purpose – This paper extends research on social movement media by focusing on the use of a literary genre – realist fiction – namely, the labor problem novel in the context of the labor movement and countermovement in late 19th-century America.

Methodology – I do a close reading of a significant early dialogical cluster of such novels to address three key questions: (1) Field position of authors – What was the position of these labor problem authors in relation to the movement field and literary field and how did that positioning matter? (2) Genre selection – What was it about the realist novel that attracted labor problem partisans to it? (3) Internal content – How did authors shape the internal structure and content of their stories?

Findings – As literary activists, authors pivoted between the movement field and literary field selecting the novel for the special powers that it possessed relative to other historically available media. Authors produced stories with a good/evil binary attached to characters that stood for emerging social categories in young industrial America. During the Gilded Age (and beyond) the novel played an important role as medium for the labor movement and its opposition – characterizing collective actors, dramatizing forms of action, providing materials for claims of injustice or threats, solutions to social problems, and new categories and collective identities – all with powerful emotional appeal and entertainment value.

Implications – This study suggests that social movement scholars might expand their purview of cultural media used by movements and also take genre and its selection by activists seriously.

Originality – This study demonstrates how literature – realist fiction – has been shaped by movement agents and played an important, but under-appreciated, role in the struggle over cultural supremacy in the context of movement–countermovement dynamics.

This empirical study investigated the relationships among leisure behaviors and life satisfaction of Thai labors in Taiwan. Convenience sampling and several statistical techniques were adopted. The key findings were (1) Leisure preference, participation, constraint, satisfaction, and overall life satisfaction are influenced by one's socioeconomic background. (2) Because of living in a new country, Thai labors' past and current leisure participations although are strongly related, they are different. In addition, the relation between their leisure preference and participation was found significant when living in Thailand but not when living in Taiwan. (3) The constraints preventing Thai labors from participating in leisure activities in Taiwan were found. They significantly reduced one's leisure participation and satisfaction. (4) A positive relationship between Thai labors' leisure participation and leisure satisfaction in Taiwan was found along with the finding that their leisure satisfaction was also positively related to their life satisfaction.

In an era of increasing demand for healthcare coupled with decreasing availability of highly skilled healthcare professionals, healthcare administrators are increasingly concerned with how they might recruit and retain talent. Increasingly, they are focusing on compensation strategies to support their recruitment and retention objectives. This article investigates the organizational efficiency and financial performance implications for hospitals of using a hybrid relative wage strategy to compensate their nursing professionals. Considering three types of nursing professionals, registered nurses (RNs), licensed practical nurses (LPNs), and nurse assistants (NAs), we investigated the effectiveness of paying market leading wages to higher skilled nurses and market lagging wages to lower skilled nurses. On the basis of prior utility analyses of the importance of pay practices at particular organizational levels, we hypothesize positive performance consequences as a result of pursuing these relative wage strategies. Using data from 352 short-term stay acute care hospitals in California, we found that a lead pay policy among RNs and a lag pay policies among LPNs and NAs were associated with higher Return on Assets (ROA) (i.e., financial performance) and shorter Average Length of Stay (ALOS) (i.e., organizational efficiency).

Violence toward frontline health-care workers (HCWs) from patients and visitors is a pervasive issue that ranges from verbal and psychological abuse to physical assault. The emergence of the COVID-19 pandemic has led to increased reports of escalated verbal workplace aggressions (VWPAs); however, most studies have been conducted internationally. Studies based in the USA have focused on physical violence experienced by nurses and paramedics in emergency situations. The purpose of this study is to learn about the experiences of different levels of frontline HCWs with VWPA from patients and visitors and discover ways to address this issue.

This qualitative descriptive study asked registered nurses, licensed practical nurses and patient care technicians from one health-care system about their experiences with patient and visitor VWPA using an anonymous, voluntary open-ended survey and in-person interviews. In all, 31 participants completed the survey and 2 were interviewed. Data were analyzed using content analysis.

Three themes emerged from the data: the experience, moving through and moving forward. Frontline HCWs described experiences of VWPA, indicating its forms, frequency and conditions. They used coping, along with personal and professional measures, to manage and move through the situation. Moving forward was captured as suggestions for the future and conveyed hope for a perfect state.

The experiences of frontline HCWs offered insight into how they perceive and cope with difficult encounters. Recommendations relate to not only implementing interventions that support frontline HCWs but also creating a culture where aggression is not tolerated and addressing perpetrator behavior is a priority.

In the past few years, HB-like protocols have gained much attention in the field of lightweight authentication protocols due to their efficient functioning and large potential applications in low-cost radio frequency identification tags, which are on the other side spreading so fast. However, most published HB protocols are vulnerable to man-in-the-middle attacks such as GRS or OOV attacks. The purpose of this research is to investigate security issues pertaining to HB-like protocols with an aim of improving their security and efficiency.

In this paper, a new and secure variant of HB family protocols named HB-MP* is proposed and designed, using the techniques of random rotation. The security of the proposed protocol is proven using formal proofs. Also, a prototype of the protocol is implemented to check its applicability, test the security in implementation and to compare its performance with the most related protocol.

The HB-MP* protocol is found secure against passive and active adversaries and is implementable within the tight resource constraints of today’s EPC-type RFID tags. Accordingly, the HB-MP* protocol provides higher security than previous HB-like protocols without sacrificing performance.

This paper proposes a new HB variant called HB-MP* that tries to be immune against the pre-mentioned attacks and at the same time keeping the simple structure. It will use only lightweight operations to randomize the rotation of the secret.

The purpose of this paper is to establish labour productivity norms (LPNs) on an elemental basis to investigate a measurement for the labour productivity (LP) of aluminium system formwork (ASF) in low-cost housing projects (LHPs) in Sri Lanka.

Case study approach was selected as the most appropriate for the study and semi-structured interviews, document review and direct observations were used for the data collection. Four case studies were conducted. Eight semi-structured interviews were conducted among four cases. Further, document review was used in three cases, and direct observation was used in one case. The validation of the results was not possible in a real life project due to time limitations.

The findings identified six labour productivity factors (LPFs) affecting the LP of ASF. The need for LPNs for ASF on an elemental basis is identified. Further, LPNs were developed using LPFs.

This research was limited to LHPs for underserved settlements in Colombo, Sri Lanka which use ASF. The LPNs were prepared based on time studies and were restricted to structural elements such as slabs, beams and columns.

The LPNs were developed for ASF in LHPs based on the effect of weather, crew, site, management and project factors. Further, the study addresses a gap in the literature regarding the development of LPNs of ASF for LPHs in Sri Lanka. LPNs for ASF have enhanced LP while promoting economic and social stability in the industry.