Ensuring the service quality at a university construction technology laboratory in Brazil

Service quality in a construction technology laboratory can result in an improvement in construction companies’ competitiveness. This research aims to evaluate the service quality provided by a construction technology laboratory, specifically in the segment of performing testing through the rupturing of concrete samples. For this research, a survey was conducted using a structured questionnaire that was created based on a literature review regarding the surveying of laboratory customers at a university in the south of Brazil. Our research was both exploratory and quantitative, and the data were analyzed by applying multivariate data analysis. The conclusions of this study show that the dimensions of quality services are: communication, reliability, responsiveness, credibility, and tangibility. These five dimensions together provide a high explained variance standard of 79.75%. Having a suitable number of attendants available to serve customers and presenting agility in the construction laboratory is one of the managerial research contributions. Moreover, through information availability, this research generates greater traceability that can be used both by customers and by institutional management. Constantly and thoroughly monitoring the customer service cycle is another relevant factor that can improve the quality of the services provided.     

An empirical analysis of green switching intentions in the airline industry

The purpose of this research is to gain an empirical understanding of airline passengers’ green switching intentions. A conceptual research model is used as a framework to examine the relationships among the experiential quality dimensions, green perceived value, green corporate image, green experiential satisfaction, green corporate reputation, green experiential loyalty and green switching intentions for the airline industry. The data used in this paper were based on a sample of 615 passengers who experienced the eco-friendly services of China Airlines, indicating that the proposed model fitted the data. The study's result will assist airline management to develop and implement market-orientated service strategies to increase the experiential quality dimensions, green perceived value, green corporate image, green experiential satisfaction, green corporate reputation and green experiential loyalty in order to decrease passengers’ green switching intentions.     

Proactive environmental programs: Defining customers and measuring their expectations at apple computer

Resources to develop proactive environmental programs compete directly with resources dedicated to the fundamental business of the company. Therefore, environmental managers need to prioritize environmental programs using the same criteria as the company as a whole; for many companies, this means measuring how well such programs meet and exceed customer expectations. We must define our customers, measure their expectations, analyze the results, develop programs in response, and finally measure the results of the program implementation. Although Apple has not completed this cycle, our customer definition and measurement systems are taking shape. This article explains how we define our customers, and how we measure their expectations through direct and indirect data collection mechanisms. It also outlines measurement results and our evolving program focus in response to those results.     

The call of different wilds: the importance of definition and perception in protecting and managing Scottish wild landscapes

Concepts of wild land have recreational, ecological and cultural dimensions, and place varying emphasis on physical landscape attributes and the perceptions of users. In Scotland, national and NGO policies show reasonable consistency in interpreting and defining ‘wild land’, emphasising the (perception of) lack of current human influence as a key criterion. This research used semi-structured interviews with key individuals and a questionnaire survey of land managers to evaluate concepts and perceptions of wild land in Scotland. Recognising that the conceptual and spatial definition of wild land is a key issue, a new typology is proposed. Weaknesses in the policy framework, as well as key potential threats to, and opportunities associated with, wild landscapes are identified. Management initiatives are fitted to the typology and divided into four management themes. Key recommendations are: (i) that national policy for wild landscapes needs to incorporate criteria, which recognise the multiple values deriving from such areas; and (ii) that future research should combine user group preferences with physical attribute information in determining what constitutes wild landscapes.     

INTEGRATED WATER MANAGEMENT: CONTENDING WITH GARBAGE CAN DECISIONMAIUNG IN ORGANIZED ANARCHIES1

ABSTRACT: Water management in the United States has historically been characterized by a decisionmaking system that is fragmented along three dimensions: (1) physical, (2) institutional, and (3) political-technical. The result is often ‘garbage can’ decision-making in open decisionmaking structures with the attributes of an ‘organized anarchy’ rather than the rational, comprehensive decisionmaking prescribed for water management. A case study of water quality management decisionmaking in the New York Finger Lakes is used to illustrate how the garbage can model can illuminate the forces that operate in fragmented water management. Interorganizational decisionmaking theory and experience from water management integration initiatives are then applied to assess what strategies may be effective in reducing the organizational anarchy that results from fragmented water management institutions.     

Understanding the roles of customers and suppliers in quality assurance and quality control

Quality assurance (QA) and quality control (QC) are basic components of a TQEM program. All too often these functions are loosely defined and used interchangeably. Yet, the quality of outputs and services strongly depends on the caliber of the communications between the “customer” and the “supplier.” A clear understanding of customer needs and expectations is essential to selecting and applying suitable QA and QC. Planning, implementing, and assessing all play a major part in the quality of final outputs. A clear understanding of the customer/supplier relationship and the functional roles played by each is essential to a successful TQEM program. This article identifies, clarifies, and simplifies the quality management responsibilities of the customer and the supplier. The ideas presented are applicable in all work environments, including research and development (R&D).     

Evaluation of beach quality as perceived by users

Recreational beaches are strategic ecosystems for tourism and should be used in a sustainable manner. We studied three beaches in the municipality of Guaymas (NW Mexico), in order to assess their beach quality and identify key management issues. The evaluation was based on the perceptions of users concerning: (1) the user profile; (2) the recreational habits of users; and (3) the biophysical characteristics, infrastructure, services, and cleanliness of each beach. The results showed that the beaches were of different quality. The key management issues identified were the need to design and apply specific management programs for each beach, specifically in regards to improving infrastructure and services, and obtaining certification as a sustainable beach. The evaluation of the beaches as perceived by users suggests that it would be useful to assess beach quality in order to support management goals and be applicable to other beaches, both nationally and internationally.     

Perceptions of visibility degradation in Hong Kong

The human dimensions of visibility degradation remain under-researched academically. Based on Zube and Sell's Process Model of the Perception of, and Response to, Environmental Change, a questionnaire survey was conducted in Hong Kong between 5 June 2012 and 26 January 2013 (n = 1,203). The respondents’ perceptions towards visibility degradation were collected. The results show that respondents were moderately knowledgeable to visibility degradation, perceiving the problem as anthropogenic and unfavorable and identifying the fight against the degradation as an important environmental issue. It is further deduced that the respondents’ physical and sociocultural attributes, and the way they gain information about visibility degradation, can affect their perceptions of visibility degradation. The results reveal that improving information channels can positively promote human sensitivity to and understanding of visibility degradation in order to mitigate it. Yet, any attempts to educate the lay public should not assume the existence of a homogenous community of like-minded people.     

NITRATE CONTAMINATION IN OREGON WELL WATER: GEOLOGIC VARIABILITY AND THE PUBLIC'S PERCEPTION1

ABSTRACT: Approximately 4.5 million people in the United States who rely on well water are exposed to nitrate‐N concentrations exceeding the 10 mg/l standard. In this study in the Southern Willamette Valley in Oregon we reassessed nitrate‐N in rural wells sampled in 2000–2001, compared nitrate‐N concentrations among geological units, and surveyed residents about their perceptions of well water quality. Nitrate‐N concentrations were again sampled in 2002 and found to have increased significantly from the previous period. With rapid population growth in the area, the potential health risk in drinking well water that exceeds 10 mg/l nitrate‐N warrants continued public education. Nitrate‐N concentrations were found to be higher in the Holocene alluvium of the Willamette River and the Pleistocene sand and gravel post‐Missoula Flood deposits. Researchers conducting future studies may choose to stratify and monitor wells by geologic unit and by other parameters that estimate input of nutrients to the environment. Opinions differed between agricultural landowners and nonagricultural landowners with regard to the impact that agricultural fertilizers may have on water quality. Participants were supportive of a range of regulatory actions that might be used by homeowners or landowners to address ground water contamination. Given that the area is now designated a Groundwater Management Area, understanding local stakeholders’perceptions is critical and strategic and has the potential to help public agencies manage potential conflicts of opinion among stakeholders, build consensus, and help guide the approach to restoring ground water quality.     

The Right Tree for the Job? Perceptions of Species Suitability for the Provision of Ecosystem Services

Stakeholders in plantation forestry are increasingly aware of the importance of the ecosystem services and non-market values associated with forests. In New Zealand, there is significant interest in establishing species other than Pinus radiata D. Don (the dominant plantation species) in the belief that alternative species are better suited to deliver these services. Significant risk is associated with this position as there is little objective data to support these views. To identify which species were likely to be planted to deliver ecosystem services, a survey was distributed to examine stakeholder perceptions. Stakeholders were asked which of 15 tree attributes contributed to the provision of five ecosystem services (amenity value, bioenergy production, carbon capture, the diversity of native habitat, and erosion control/water quality) and to identify which of 22 candidate tree species possessed those attributes. These data were combined to identify the species perceived most suitable for the delivery of each ecosystem service. Sequoia sempervirens (D.Don) Endl. closely matched the stakeholder derived ideotypes associated with all five ecosystem services. Comparisons to data from growth, physiological and ecological studies demonstrated that many of the opinions held by stakeholders were inaccurate, leading to erroneous assumptions regarding the suitability of most candidate species. Stakeholder perceptions substantially influence tree species selection, and plantations established on the basis of inaccurate opinions are unlikely to deliver the desired outcomes. Attitudinal surveys associated with engagement campaigns are essential to improve stakeholder knowledge, advancing the development of fit-for-purpose forest management that provides the required ecosystem services.     

PERCEIVED QUALITY OF CARE: THE INFLUENCE OF THE WAITING ROOM ENVIRONMENT

The current study investigated the effect of the physical environment of the waiting room on perceptions of the quality of care of the physician. One hundred forty-seven college students and 58 senior citizens viewed 35 slides of physicians' waiting rooms. Using a visual analog scale, participants rated the perceived quality of care and the environment of each waiting room. The primary hypothesis was that perceived quality of care would be greater for waiting rooms that were nicely furnished, well-lighted, contained artwork, and were warm in appearance versus waiting rooms that had outdated furnishings, were dark, contained no artwork or poor quality reproductions, and were cold in appearance. Factor analyses of the care and environment ratings produced factors consistent with the hypothesis. Additionally, waiting rooms judged to be those of female physicians were rated higher on both perceived quality of care and comfort in the environment.     

USING A CHOICE MODELLING APPROACH FOR CUSTOMER SERVICE STANDARDS IN URBAN WATER1

ABSTRACT: A series of reforms in the water industry in Australia has created a demand from the industry and regulators for objective methodologies to evaluate incremental changes in the customer service standards. In this paper, the use of choice modeling for estimating implicit prices associated with urban water supply attributes is explored. Results from multinomial logit (MNL) and random parameters logit (RPL) models show that increases in annual water bills and the frequency of future interruptions were the most important attributes. Implicit price confidence intervals based on the best models suggest that people are willing to pay positive amounts to achieve a water supply that is less frequently interrupted. The provision of alternative water supplies during an interruption and notification of the interruption were found to be unimportant to respondents. Choice modeling proved to be a useful technique and provided the industry and regulators with additional information for standard setting.     

Exploring Public Perception of Non-native Species from a Visions of Nature Perspective

Not much is known about lay public perceptions of non-native species and their underlying values. Public awareness and engagement, however, are important aspects in invasive species management. In this study, we examined the relations between the lay public’s visions of nature, their knowledge about non-native species, and their perceptions of non-native species and invasive species management with a survey administered in the Netherlands. Within this framework, we identified three measures for perception of non-native species: perceived risk, control and engagement. In general, respondents scored moderate values for perceived risk and personal engagement. However, in case of potential ecological or human health risks, control measures were supported. Respondents’ images of the human–nature relationship proved to be relevant in engagement in problems caused by invasive species and in recognizing the need for control, while images of nature appeared to be most important in perceiving risks to the environment. We also found that eradication of non-native species was predominantly opposed for species with a high cuddliness factor such as mammals and bird species. We conclude that lay public perceptions of non-native species have to be put in a wider context of visions of nature, and we discuss the implications for public support for invasive species management.     

A comparative analysis of predictors of sense of place dimensions: attachment to, dependence on, and identification with lakeshore properties

Sense of place can be conceived as a multidimensional construct representing beliefs, emotions and behavioural commitments concerning a particular geographic setting. This view, grounded in attitude theory, can better reveal complex relationships between the experience of a place and attributes of that place than approaches that do not differentiate cognitive, affective and conative domains. Shoreline property owners (N=290) in northern Wisconsin were surveyed about their sense of place for their lakeshore properties. A predictive model comprising owners' age, length of ownership, participation in recreational activities, days spent on the property, extent of property development, and perceptions of environmental features, was employed to explain the variation in dimensions of sense of place. In general, the results supported a multidimensional approach to sense of place in a context where there were moderate to high correlations among the three place dimensions. Perceptions of environmental features were the biggest predictors of place dimensions, with owners' perceptions of lake importance varying in explanatory power across place dimensions.     

Perceived Effects of Setting Attributes on Visitor Experiences in Wilderness: Variation with Situational Context and Visitor Characteristics

Understanding how setting attributes influence the nature of the visitor experience is crucial to effective recreation management. Highly influential attributes are useful indicators to monitor within a planning framework, such as Limits of Acceptable Change. This study sought to identify the setting attributes perceived to have the most profound effect on the ability to have “a real wilderness experience” and to assess the degree to which attribute importance varied with situational context and visitor characteristics. To this end, exiting hikers were surveyed at moderate and very high use trailheads in Alpine Lakes Wilderness, WA (USA), and Three Sisters Wilderness, OR (USA). They were asked about the degree to which encountering varying levels of different setting attributes would add to or detract from their experience. Attributes with the largest range of effect on experience, based on evaluations of different levels, were considered most important. The most influential attributes were litter and several types of campsite interaction—people walking through camp and number of other groups camping close by. The perceived importance of setting attributes did not vary much between wilderness locations with substantially different use levels, suggesting that conclusions are robust and generalizable across wilderness areas. There also was little difference in the perceptions of day and overnight visitors. In contrast, we found substantial variation in the perceived importance of setting attributes with variation in wilderness experience, knowledge, attachment, and motivation. Our results validate the emphasis of many wilderness management plans on indicators of social interaction, such as number of encounters.     

Perceived (In)justice of Public Land Acquisition

Many studies have addressed the justice of public land acquisition, but few studies have addressed the question of what landowners perceive as just. Individual perceptions drive an important part of the social and scientific debates on legitimate and just land acquisition. This article addresses this gap by studying landowners’ and land purchasers’ perceptions of just land acquisition. We did this by uncovering the prevailing discourse on just land acquisition and studying the values that shaped people’s perceptions of just land acquisition. The results showed that perceptions of justice are based on the values of lawfulness, decentness and equality. These values were translated into different norms that resulted in expectations pertaining to just land acquisition. Insight into the different perceptions and the prevailing discourse of just land acquisition and their underlying values increases the understanding of land acquisition processes and land policy strategies. First, it becomes apparent that land acquisition has an essential element of injustice that cannot be avoided by a good process or a just compensation fee. Second, insight in different discourses provides valuable input for debates on just land acquisition. Third, such insight shows that money is not always a sufficient means of indemnification. The combination of sufficient financial compensation, the opportunity of a new location, attractive selling conditions and accurate and open process are all important requisites to ensure that public land acquisition is perceived by the majority of landowners as just.     

Determinants of a Quality Wild Turkey Hunting Season

According to the National Wild Turkey Federation, there has been a 450% increase in the number of licensed wild turkey hunters since 1973. Unfortunately, there is a paucity of research articles focusing specifically on turkey hunting. Most human dimensions of wildlife research have focused on either deer or waterfowl hunting. In this study, dimensions of hunting quality, days afield, and harvest were examined among a sample of 739 Virginia fall turkey hunters. Quality of a hunting season, rather than a specific hunt, was examined. Principal components analysis (PCA) revealed five domains of attributes of a high-quality turkey-hunting season: wildlife interaction, education, being away, social interaction, and hunting skills. The domains of hunting quality revealed by the PCA are similar to domains found previously for spring turkey hunters as well as other types of hunters. Also examined were hunter perceptions of overall hunting quality, the number of days spent hunting turkeys during the fall season, and harvest success. For comparative purposes and agency needs, hunters were segmented into three categories based on days spent hunting: low frequency (1 to 2 days), medium frequency (3 to 4 days), and high frequency (≥5 days). The influence of these variables to respondents’ perceptions of overall quality was examined using a series of regression models. Variables found to be significant predictors of quality were wildlife interaction and harvest success. Hunters who killed a turkey reported a significantly higher quality season than those who did not kill a turkey.     

Assessing the Transactional Nature of Wilderness Experiences: Construct Validation of the Wilderness-Hassles Appraisal Scale

Concerns over the increasing popularity of wilderness recreation have resulted in attempts to determine the amount of use that different areas can tolerate without adverse affects to the resource. Early attempts to establish recreational carrying capacities focused on managers' assessments of biophysical impacts. The perceptions of wilderness visitors, however, are now considered integral to capacity decisions. This study used a stress appraisal framework to understand wilderness visitors' perceptions of on-site conditions. It was based on the premise that negative appraisals of wilderness conditions produce stress and that individual perceptions vary based on personal and situational characteristics. The purpose of the study was to assess the validity of a wilderness-hassles appraisal scale by testing hypothesized relationships between experience-use history (EUH), place attachment, and stress appraisal. Data collection occurred through a postal survey of hikers (n = 385) contacted in the High Peaks and Pemigewasset Wilderness Areas during the summer of 2004. An exploratory factor analysis indicated that stress appraisal is a multi-dimensional construct. Validity testing procedures were restricted to those dimensions that were consistent between study areas and provided partial support for the hassles scale. As hypothesized, EUH did not influence perceptions of wilderness conditions. Place attachment, on the other hand, was positively correlated with stressful appraisals of social and managerial conditions. Although Kruskall Wallis tests revealed significant differences in visitors' perceptions of managerial conditions between study sites, perceptions of social conditions did not vary significantly. Implications for management and recommendations for further refinement of the wilderness hassles construct are discussed.     

Analysis and Predictive Models of Single‐Family Customer Response to Water Curtailments During Drought1

Polebitski, Austin S. and Richard N. Palmer, 2012. Analysis and Predictive Models of Single‐Family Customer Response to Water Curtailments During Drought. Journal of the American Water Resources Association (JAWRA) 1‐12. DOI: 10.1111/j.1752‐1688.2012.00691.x Abstract: This research investigates customer response to demand management strategies during two drought periods in the City of Seattle. An analysis of customer response to voluntary water curtailments is conducted using k‐means clustering to identify like groups of customers and behavior patterns. The clustering method identified important variables (household income, lot size, living space, and family size) useful in determining customer response to water curtailments. Ordinary least squares and spatial lag regression models are estimated using the first and second principal components of variables identified in the clustering analysis. Larger values of income, lot size, and living space enhanced water reductions whereas larger family size tended to reduce the effectiveness of curtailments. Projections of changes in Seattle’s built environment and demographics between 2000 and 2030 were obtained from an urban simulation model (UrbanSim) and were processed through the regression models to investigate changes in future curtailment effectiveness. This research found that increasing household size hardened demands (decreased curtailment effectiveness) whereas decreasing household size increased per‐capita curtailment effectiveness. These results suggest that changes in the number of residents within a home is likely to be the most important factor in determining future curtailment effectiveness.     

MULTIVARIATE CLASSIFICATION OF SMALL ORDER WATERSHEDS IN THE QUABBIN RESERVOIR BASIN,MASSACHUSEVFS1

ABSTRACT: A multivariate approach was used to analyze hydrologic, geologic, geographic, and water-chemistry data from small order watersheds in the Quabbin Reservoir Basin in central Massachusetts. Eighty three small order watersheds were delineated and landscape attributes defining hydrologic, geologic, and geographic features of the watersheds were compiled from geographic information system data layers. Principal components analysis was used to evaluate 11 chemical constituents collected bi-weekly for 1 year at 15 surface-water stations in order to subdivide the basin into subbasins comprised of watersheds with similar water quality characteristics. Three principal components accounted for about 90 percent of the variance in water chemistry data. The principal components were defined as a biogeochemical variable related to wet. land density, an acid-neutralization variable, and a road-salt variable related to density of primary roads. Three subbasins were identified. Analysis of variance and multiple comparisons of means were used to identify significant differences in stream water chemistry and landscape attributes among subbasins. All stream water constituents were significantly different among subbasins. Multiple regression techniques were used to relate stream water chemistry to landscape attributes. Important differences in landscape attributes were related to wetlands, slope, and soil type.