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Libraries constitute a highly developing area as they always enrich their offered services in order to satisfy users' expectations. One of the most important factors in customization strategies and improvement of individual services must be user preferences. However, customization requires an in‐depth analysis of user preferences and an evaluation of future behavior. The main objective of this paper is to present a framework for analyzing changes of user preferences in a library.

The paper presents detailed results of two independent user satisfaction surveys conducted in an interval of five years in the Library of the Technical University of Crete and analyzes them using a proposed framework. However, the framework can be applied in every modern library. The analyses are based on non‐parametric statistical techniques and a multicriteria satisfaction analysis method, which is a multicriteria preference disaggregation approach.

Overall, user judgments for both surveys show that 50‐70 percent of users are “very satisfied” or “satisfied”. The percentage of “satisfied” users increased from 2005 to 2010 (almost 18 percent) and “very satisfied” remained almost the same.

Results are mainly focused on the evaluation of potential trends of user preferences. Furthermore, results of a benchmarking analysis are also presented, based on the evolution of satisfaction levels for the quality characteristics of the offered services.

The goal of the presented study and proposed framework and methodology is to help library decision makers track changes to user preferences and improve the provided services according to those preferences.

The purpose of this paper is threefold. First, to explore the importance of specific work environment facets for the overall job satisfaction (JS) of primary full-time permanent teachers (PTs) and substitute/temporary teachers (STs). Second, to highlight the similarity or difference in JS patterns among PTs and STs. Third, to provide guidelines for effective evidence-based human resource management (HRM) interventions targeting to boost PTs and STs JS levels by considering: (1) the perceived importance of individual work facets for them and (2) the school's performance in providing a satisfactory work environment.

Data on overall and important JS facets (i.e. satisfaction with opportunities for self-fulfillment, work intensity/load, salary/income, leadership and collegial relations) were collected from a sample of 438 PTs and STs in Greece. Moreover, MUSA, a method that combines Multi-Criteria Decision (MCDA) and Importance-Performance Analysis (IPA), was applied to uncover the critical work environment facets of PTs and STs overall JS that call for interventions.

The findings suggest that PTs seem to value, more than STs, the transactional and economic aspects of the school environment. More precisely, on the part of PTs, self-fulfillment and salary/income are the main contributors to their JS, whilst leadership is the least important facet of JS. For STs self-fulfillment and collegial relationships are the aspects of work that contribute the most to their overall JS, whilst salary/income is the least important contributor. The study results further indicate that self-fulfillment is the strong attribute of Greek schools' work environment in boosting TJS regardless teachers' status, whilst salary/income and workload are potential threats.

It is one of the few studies that provide insights into the differing JS patterns of STs and PTs through the application of a MCDA/IPA method. Therefore, it offers evidence-based guidelines that take into consideration both the school's performance (overall and facet JS) and importance of core aspects of the work experience for STs and PTs.

Internet service providers (ISPs) constitute a highly competitive market, while the unstable market conditions directly affect customer preferences and make ISPs to develop a “mass customization” strategy, individualizing services and approaching every customer in an individual way. However, customization requires an in‐depth analysis of current customer preferences and an evaluation of future behavior. The main objective of the paper is to present a framework for analyzing changes of customer preferences.

The paper presents detailed results of independent customer satisfaction surveys conducted in different time periods in the Greek ISP market. The analyses are based on non‐parametric statistical techniques and the multicriteria satisfaction analysis method, which is a multicriteria preference disaggregation approach.

Results are mainly focused on the evaluation of potential trends of e‐customer preferences. Furthermore, results of a benchmarking analysis are also presented, based on the evolution of satisfaction levels for the quality characteristics of the provided services.

Future research in the context of the presented study may be focused on satisfaction benchmarking analysis, given the rapid changes of the market conditions. An extended satisfaction survey will give the ability to analyze customer preferences in comparison with the main ISP competitors.

The presented study may help organizations in highly competitive markets dominated by rapid technological progresses to track short‐term changes of customer preferences.

The analyses presented are based on the combination of multicriteria analysis and non‐parametric statistics. The main advantage of these methods is that they respect the qualitative (ordinal) form of collected survey data.

In the Indian system of medicine – Ayurveda, Musa paradisiaca has been mentioned as a remedy for various diseases and ailments. Based on the folkloric use, the purpose of this paper is to verify and compare the hypoglycemic potential of unripe, ripe and overripe fruit extract of Musa paradisiaca.

Hypoglycemic activity of fruit extracts has been evaluated using various in vitro methods, namely, determination of glucose adsorption capacity, glucose uptake in yeast cells, amylolysis kinetics and glucose diffusion.

The extracts of unripe, ripe and overripe fruits of Musa paradisiaca adsorbed glucose, and the adsorption of glucose increased remarkably with an increase in glucose concentration. In the amylolysis kinetic experimental model, the rate of glucose diffusion was found to increase with time, and all the extracts of unripe, ripe and overripe fruits of Musa paradisiaca demonstrated significant inhibitory effects on the movement of glucose into external solution across the dialysis membrane as compared to the control. The extracts under study also promoted glucose uptake by the yeast cells in all the five glucose concentrations used in the study.

Here, the authors have verified and compared the hypoglycemic potential of Musa paradisiaca, its unripe fruit extract was found to show a better activity than ripe and overripe fruit extracts.

Banana, being an all season readily available fruit, is widely consumed due to its ready availability and low cost. It acts as a complete food for even low socio-economic classes of society, owing to its rich nutritional values. Even in a processed and unprocessed manner, it is an important constituent of diet. The research suggests that instead of consuming ripe and overripe fruit, the unripe fruit will help in management of diabetes.

The purpose of this paper is to implement a multi-criteria preference disaggregation approach to measure logistics service quality (LSQ) of manufacturing companies’ supply chains.

A total 216 Greek manufacturing companies took part in a survey with the use of a dedicated questionnaire. They were asked to assess the LSQ of their primary supplier regarding a predefined set of criteria and sub-criteria. The data were analysed with the multi-criteria satisfaction analysis method, which represents an ordinal regression based approach used for customer satisfaction measurement.

Weak points of the suppliers as well as dimensions that drive satisfaction were identified. Furthermore, the competitive advantages of the suppliers as well as their priorities for improvement were spotted.

The sampling framework, including only the manufacturing companies operating in a specific area of Greece, does not ensure the full generalisation of the results. A larger sample of manufacturing companies from all over Greece would be useful to obtain more reliable results and would enable the comparison of LSQ for different manufacturing sectors.

The method used to assess LSQ of manufacturing companies can be installed as a permanent customer satisfaction barometer to measure, control and improve the LSQ provided to manufacturing companies as well as to other business sectors.

This paper proposes a method to explore the relationships between LSQ and industrial customers’ satisfaction to prioritise strategic plans of companies in the supply chains.

The ability of the police to decrease victimization rates, protect human rights and social capital, to generate feelings of safety and to respond to citizens’ calls helps generate positive citizen feelings about the legitimacy of police as a law enforcement institution. Police approaches to reduce crime and violence are based mainly on objective measures, neglecting to assess its performance based on subjective perceptions. The conception that the citizens’ fear of being victims is not always reflective of the actual prevalence of crime highlights the importance of social surveys to assess the public’s perception of police performance. It is also important to assess employee satisfaction, since research indicates that the performance of first-line employees is influenced by their satisfaction. The purpose of this paper is to provide the first comparative study of both citizen and police officer satisfaction and evaluates their relationship.

This paper is based on a dyadic survey that measures citizens’ evaluation of police service quality as well as policemen’s job satisfaction. The data were analysed using the multicriteria methodology of multicriteria satisfaction analysis.

The results showed that policemen seem to be unsatisfied with their jobs, while citizens are quite satisfied with police performance. Specifically, policemen’s ability to be available for patrol is currently hampered by bureaucracy and other typical obligations. The tangibles criterion, which refers to buildings, offices and surveillance equipment, were characterized as inadequate by both policemen and citizens. It was also observed that police officers are not very satisfied with their amount of work may be the reason why citizens report median satisfaction levels in terms of police responsiveness.

This survey adds to management literature on job satisfaction and service quality, providing some additional findings regarding the police population. In addition, it combines related constructs supporting the claim that citizens can be satisfied with police services provided that police officers are satisfied with their jobs.

Consumers’ increasing need for safe and quality food has motivated this market research study. A customer satisfaction approach is followed to examine whether the quality of organic olive oil, the most important biological product that has recently entered the Greek food market, could affect consumers’ purchasing behavior. For this purpose a survey was conducted in the region of Thessaloniki, Greece. The implemented methodology is called MUlticriteria Satisfaction Analysis (MUSA) and takes into account that customers’ global satisfaction for organic olive oil depends on five criteria. The analysis showed that the average global satisfaction index was almost 78 percent. Health was considered to be the competitive advantage of organic olive oil. On the contrary, promotion and disposition seemed to be its greatest weaknesses. The price, along with the package, was also found to be significant. Finally, gives some recommendations for the continuing improvement of information and advertising, label information and image of the package, which are the weak characteristics of organic olive oil.

Although the Net Promoter Score (NPS) index is simple, NPS has weaknesses that make NPS's interpretation misleading. The main criticism is that identical index values can correspond to different levels of customer loyalty. This makes difficult to determine whether the company is improving/deteriorating in two different years. The authors describe the application of statistical tools to establish whether identical values may/may not be considered similar under statistical hypotheses.

Equal NPSs with a “similar” component composition should have a two-way table satisfying marginal homogeneity hypothesis. The authors compare the marginals using a cumulative marginal logit model that assumes a proportional odds structure: the model has the same effect for each logit. Marginal homogeneity corresponds to null effect. If the marginal homogeneity hypothesis is rejected, the cumulative odds ratio becomes a tool for measuring the proportionality between the odds.

The authors propose an algorithm that helps managers in their decision-making process. The authors' methodology provides a statistical tool to recognize customer base compositions. The authors suggest a statistical test of the marginal distribution homogeneity of the table representing the index compositions at two times. Through the calculation of cumulative odds ratios, the authors discriminate against the hypothesis of equality of the NPS.

The authors' contribution provides a statistical alternative that can be easily implemented by business operators to fill the known shortcomings of the index in the customer satisfaction's context. This paper confirms that although a single number summarizes and communicates a complex situation very quickly, the number is ambiguous and unreliable if not accompanied by other tools.

This paper examines supply chain risk management (SCRM) from a holistic systems thinking perspective by considering the different typologies that have evolved as a result of earlier research. The purpose of this paper is to identify important strategic changes in the field and to outline future requirements and research opportunities in SCRM.

The systematic literature review (SLR) methodology employed by this research was used to evaluate and categorise a literature survey of quality articles published over a period of ten years (2000‐2010). Additionally, the findings from the SLR have been strengthened through cross validation against results obtained from an associated text mining activity.

The SLR methodology has provided a rich, unbiased and holistic picture of the advances in the field of SCRM. Consequently, important new research areas have been identified based on a multi‐perspective descriptive and thematic data analysis. In addition, the analysis, based on evolved typologies, indicates a growth of SCRM from a nascent to a fairly established activity over the past decade.

The systematic approach undertaken for the literature review will provide future researchers and managers with an insightful understanding of the scope of the SCRM field. Also, the literature review provides important clues on new research directions for SCRM through identification of gaps in current knowledge.

The holistic approach to SCRM was found to be an important missing link in earlier literature surveys. The outcome of the SLR reported in this paper has provided critical insights into the present and future scope of the SCRM field. The identified research insights, gaps and future directions will encourage new research techniques, with a view to managing the risks in the globalized supply chain environment.

The research objective is to analyze the situation and outlook for the future of the measuring and analysis practices used to determine customer satisfaction in 305 ISO 9000‐certified organizations of the Euro‐region Galicia (Spain)‐North of Portugal.

The empirical study was conducted on a random sample of 305 ISO 9000 companies. Data were gathered by personally interviewing those responsible for quality management at the companies.

Certified companies in the Euro‐region Galicia‐North Portugal have a high awareness of the need to measure and analyze the satisfaction of their customers and a predisposition towards it but, when it comes to putting said practice into action, they fall into certain methodological deficiencies that lead to their usefulness being only moderate.

This is a basically descriptive work concerning the practice of measuring and analyzing customer satisfaction in certified companies, within the Galicia (Spain)‐North Portugal Euro‐region. The results obtained are based on evaluations given by the interviewees, so that their reliability depends, to a large extent, on sincerity and good information being provided by the same.

The work is particularly useful for practitioners. The results may act as a guideline for the companies implementing these practices and for those who will do so in the near future. It is also of interest for orientating activities involving evaluation, training and assessment by companies and official bodies related to quality management, such as consultants, certification bodies, universities, business schools, etc.