Showing papers on "Quality (business) published in 2006"
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TL;DR: This paper presents results of an extensive subjective quality assessment study in which a total of 779 distorted images were evaluated by about two dozen human subjects and is the largest subjective image quality study in the literature in terms of number of images, distortion types, and number of human judgments per image.
Abstract: Measurement of visual quality is of fundamental importance for numerous image and video processing applications, where the goal of quality assessment (QA) algorithms is to automatically assess the quality of images or videos in agreement with human quality judgments. Over the years, many researchers have taken different approaches to the problem and have contributed significant research in this area and claim to have made progress in their respective domains. It is important to evaluate the performance of these algorithms in a comparative setting and analyze the strengths and weaknesses of these methods. In this paper, we present results of an extensive subjective quality assessment study in which a total of 779 distorted images were evaluated by about two dozen human subjects. The "ground truth" image quality data obtained from about 25 000 individual human quality judgments is used to evaluate the performance of several prominent full-reference image quality assessment algorithms. To the best of our knowledge, apart from video quality studies conducted by the Video Quality Experts Group, the study presented in this paper is the largest subjective image quality study in the literature in terms of number of images, distortion types, and number of human judgments per image. Moreover, we have made the data from the study freely available to the research community . This would allow other researchers to easily report comparative results in the future
2,598 citations
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TL;DR: In this paper, the authors developed and tested a conceptual framework, which predicts that customer satisfaction partially mediates the relationship between CSR and firm market value (i.e., Tobin's q and stock return), and corporate abilities (innovativeness capability and product quality) moderate the financial returns to CSR, and these moderated relationships are mediated by customer satisfaction.
Abstract: Although prior research has addressed the influence of corporate social responsibility (CSR) on perceived customer responses, it is not clear whether CSR affects market value of the firm. This study develops and tests a conceptual framework, which predicts that (1) customer satisfaction partially mediates the relationship between CSR and firm market value (i.e., Tobin’s q and stock return), (2) corporate abilities (innovativeness capability and product quality) moderate the financial returns to CSR, and (3) these moderated relationships are mediated by customer satisfaction. Based on a large-scale secondary data set, the results show support for this framework. Notably, the authors find that in firms with low innovativeness capability, CSR actually reduces customer satisfaction levels and, through the lowered satisfaction, harms market value. The uncovered mediated and asymmetrically moderated results offer important implications for marketing theory and practice.
2,358 citations
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TL;DR: In this article, the authors developed and tested a conceptual framework, which predicts that customer satisfaction partially mediates the relationship between CSR and firm market value (i.e., Tobin's q and stock return), and corporate abilities (innovativeness capability and product quality) moderate the financial returns to CSR, and these moderated relationships are mediated by customer satisfaction.
Abstract: Although prior research has addressed the influence of corporate social responsibility (CSR) on perceived customer responses, it is not clear whether CSR affects market value of the firm. This study develops and tests a conceptual framework, which predicts that (1) customer satisfaction partially mediates the relationship between CSR and firm market value (i.e., Tobin's q and stock return), (2) corporate abilities (innovativeness capability and product quality) moderate the financial returns to CSR, and (3) these moderated relationships are mediated by customer satisfaction. Based on a large-scale secondary data set, the results show support for this framework. Notably, the authors find that in firms with low innovativeness capability, CSR actually reduces customer satisfaction levels and, through the lowered satisfaction, harms market value. The uncovered mediated and asymmetrically moderated results offer important implications for marketing theory and practice.
1,921 citations
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TL;DR: The widely-held assumption of a single, more or less unified paradigm of 'qualitative research' whose methodologies share certain epistemological and ontological characteristics is questioned, and the implications for judgements about the quality of research studies are explored.
Abstract: Aim. In this paper, I call into question the widely-held assumption of a single, more or less unified paradigm of ‘qualitative research’ whose methodologies share certain epistemological and ontological characteristics, and explore the implications of this position for judgements about the quality of research studies.
Background. After a quarter of a century of debate in nursing about how best to judge the quality of qualitative research, we appear to be no closer to a consensus, or even to deciding whether it is appropriate to try to achieve a consensus. The literature on this issue can be broadly divided into three positions: those writers who wish qualitative research to be judged according to the same criteria as quantitative research; those who believe that a different set of criteria is required; and those who question the appropriateness of any predetermined criteria for judging qualitative research. Of the three positions, the second appears to have generated most debate, and a number of different frameworks and guidelines for judging the quality of qualitative research have been devised over recent years.
Discussion. The second of the above positions is rejected in favour of the third. It argues that, if there is no unified qualitative research paradigm, then it makes little sense to attempt to establish a set of generic criteria for making quality judgements about qualitative research studies. We need either to acknowledge that the commonly perceived quantitative–qualitative dichotomy is in fact a continuum which requires a continuum of quality criteria, or to recognize that each study is individual and unique, and that the task of producing frameworks and predetermined criteria for assessing the quality of research studies is futile.
Conclusion. Some of the implications of this latter position are explored, including the requirement that all published research reports should include a reflexive research diary.
1,374 citations
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01 Jan 2006TL;DR: This book is about objective image quality assessment to provide computational models that can automatically predict perceptual image quality and to provide new directions for future research by introducing recent models and paradigms that significantly differ from those used in the past.
Abstract: This book is about objective image quality assessmentwhere the aim is to provide computational models that can automatically predict perceptual image quality. The early years of the 21st century have witnessed a tremendous growth in the use of digital images as a means for representing and communicating information. A considerable percentage of this literature is devoted to methods for improving the appearance of images, or for maintaining the appearance of images that are processed. Nevertheless, the quality of digital images, processed or otherwise, is rarely perfect. Images are subject to distortions during acquisition, compression, transmission, processing, and reproduction. To maintain, control, and enhance the quality of images, it is important for image acquisition, management, communication, and processing systems to be able to identify and quantify image quality degradations. The goals of this book are as follows; a) to introduce the fundamentals of image quality assessment, and to explain the relevant engineering problems, b) to give a broad treatment of the current state-of-the-art in image quality assessment, by describing leading algorithms that address these engineering problems, and c) to provide new directions for future research, by introducing recent models and paradigms that significantly differ from those used in the past. The book is written to be accessible to university students curious about the state-of-the-art of image quality assessment, expert industrial R&D engineers seeking to implement image/video quality assessment systems for specific applications, and academic theorists interested in developing new algorithms for image quality assessment or using existing algorithms to design or optimize other image processing applications.
1,041 citations
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TL;DR: In this paper, a conceptual framework of e-service quality is proposed and empirically tested that combines process, outcome, and recovery dimensions, which is based on formative instead of reflective indicators.
Abstract: To managers of companies with a Web presence, an awareness of how customers perceive service quality is essential to understanding what customers value in an online service transaction. Previous research in e-service quality has primarily focused on the interaction of the consumer and the Web site while missing the big picture that e-service quality is composed of more than Web site interactivity. The goal of this article is to extend the work on e-service quality to encompass not only Web site interactivity or process quality but also outcome quality and recovery quality. A conceptual framework of e-service quality is proposed and empirically tested that combines process, outcome, and recovery dimensions. Contrary to previous service quality studies, formative instead of reflective indicators are used to conceptualize e-service quality. This study found empirical support for the use of formative indicators and the three-dimensional approach to conceptualizing e-service quality.
963 citations
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TL;DR: In this article, the role of network knowledge resources in influencing firm performance was examined and it was shown that a firm that uses the identical supplier network as competitors and purchases similar inputs from the same plants achieve a competitive advantage through that network.
Abstract: This study examines the role of network knowledge resources in influencing firm performance. More specifically: Can a firm that uses the identical supplier network as competitors and purchases similar inputs from the same plants achieve a competitive advantage through that network? In a sample of U.S. automotive suppliers selling to both Toyota and U.S. automakers, we found that greater knowledge sharing on the part of Toyota resulted in a faster rate of learning within the suppliers' manufacturing operations devoted to Toyota. Indeed, from 1990 to 1996 suppliers reduced defects by 50 percent for Toyota vs. only 26 percent for their largest U.S. customer. The quality differences were found to persist within suppliers because the inter-organizational routines and policies at GM, Ford, and Chrysler acted as barriers to knowledge transfers within suppliers' plants. These findings empirically demonstrate that network resources have a significant influence on firm performance. We also show that some firm resources and capabilities are relation-specific and are not easily transferable (redeployable) to other buyers or networks. This result implies that a firm may be on its production possibility frontier for each customer but the productivity frontier will be different for each customer owing to constraints associated with the customer's network. Copyright © 2006 John Wiley & Sons, Ltd.
934 citations
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TL;DR: The paper explores the relationship among lead-time, cost, quality, and service level and the leanness and agility of a case supply chain in fast moving consumer goods business and the justification of the framework is presented, which encapsulates the market sensitiveness, process integration, information driver and flexibility measures of supply chain performance.
714 citations
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TL;DR: In this article, the authors explored the relationship value as a key constituent of relationship quality, i.e., commitment, satisfaction, and trust, and found that relationship value is an antecedent to relationship quality and behavioural outcomes in the nomological network of relationship marketing.
Abstract: Purpose – Established models of buyer-seller relationships do not reflect managerial emphasis on supplier performance evaluation when modelling business relationships. Proposes that relationship value should be included as a key constituent in such models. Aims to explore the construct's links with key constituents of relationship quality, i.e. commitment, satisfaction, and trust. Design/methodology/approach – A two-stage research design was used. First, depth-interviews were conducted with ten senior-level purchasing managers in US manufacturing companies. Second, data were gathered in a nation-wide mail survey among 400 purchasing professionals. Findings – The findings suggest that relationship value is an antecedent to relationship quality and behavioural outcomes in the nomological network of relationship marketing. Value displays a stronger impact on satisfaction than on commitment and trust. Value also directly impacts a customer's intention to expand business with a supplier. In turn, its impact on the propensity to leave a relationship is mediated by relationship quality. Contrary to previous research, trust does not appear in this study as an antecedent of behavioural outcomes, but as a mediator of the satisfaction-commitment link. Research limitations/implications – Confirms the role of value as a key relationship building-block. Researchers should integrate this cognitive performance-based construct in models of business relationships. Limitations and research directions refer to the sampling procedure, the need to include the supplier's value perceptions, the possibility of conducting longitudinal research, and the opportunity to assess additional moderating variables. Practical implications – When the goal is to increase business with an existing customer, managers should focus on relationship value. In turn, when managers are concerned with the risk of customers leaving a relationship, they should focus on relationship quality. Trust appears as an important ingredient in stabilising existing business relationships. Originality/value – Stresses the pivotal role of relationship value in marketing. Contributes to a better fit between relationship marketing models and managerial practice in business markets.
657 citations
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TL;DR: Wang et al. as discussed by the authors developed a transaction process-based scale for measuring service quality (eTransQual), which integrated both utilitarian and hedonic e-service quality elements into one measurement scale.
628 citations
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TL;DR: In this paper, a Bayesian consumer who is uncertain about the quality of an information source will infer that the source is of higher quality when its reports conform to the consumer's prior expectations.
Abstract: A Bayesian consumer who is uncertain about the quality of an information source will infer that the source is of higher quality when its reports conform to the consumer’s prior expectations. We use...
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TL;DR: This algorithm combines a multilevel approach, which effectively overcomes local minimums, with the Barnes and Hut octree technique, which approximates short and long-range force efficiently.
Abstract: We propose a graph drawing algorithm that is both efficient and high quality. This algorithm combines a multilevel approach, which effectively overcomes local minimums, with the Barnes and Hut [1] octree technique, which approximates shortand long-range force efficiently. Our numerical results show that the algorithm is comparable in speed to Walshaw’s [2] highly efficient multilevel graph drawing algorithm, yet gives better results on some of the difficult problems. In addition, an adaptive cooling scheme for the force-directed algorithms and a general repulsive force model are proposed. The proposed graph drawing algorithm and others are included with Mathematica 5.1 and later versions in the package DiscreteMath‘GraphÑ Plot.
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TL;DR: In this paper, an integrated framework based on fuzzy-QFD and a fuzzy optimization model is proposed to determine the product technical requirements (PTRs) to be considered in designing a product.
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TL;DR: An overview and critique of different conceptualisations of quality of life suggests that defining quality oflife in terms of life satisfaction is most appropriate, because this definition successfully deals with all the conceptual problems discussed.
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TL;DR: In this paper, the authors developed a broadly applicable, hierarchical quality model for electronic services, which includes three dimensions and nine sub-dimensions, and rigorously tested the proposed model by means of a large aggregated sample drawn from the customer bases of three different electronic services.
Abstract: For providers of electronic services, quality is a major driving force on the route to long-term success. Comprehensive measurement of quality, in turn, is the key to effective quality management. Marketing academia has just started to attend to quality measurement in the context of electronic services. A review of existing literature on the subject reveals that important research gaps exist, both conceptually and methodologically. Building on extant research and findings from a qualitative study, the authors develop a broadly applicable, hierarchical quality model for electronic services, which includes three dimensions and nine sub-dimensions. The proposed model is rigorously tested by means of a large aggregated sample drawn from the customer bases of three different electronic services. The authors find support for the conceptualization and discuss important findings of the study as well as implications for managerial practice and research.
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TL;DR: In this article, the authors proposed a new measuring instrument of service quality that captures the authentic determinants within the higher education sector, namely, non-academic aspects, academic aspects, reputation, access, programme issues and understanding.
Abstract: Preface Service quality has attracted considerable attention within the tertiary education sector, but despite this, little work has been concentrated on identifying its determinants from the standpoint of students being the primary customers. Thus, it would seem rational to develop a new measurement scale that incorporates not only the academic components, but also aspects of the total service environment as experienced by the student. Likewise, there are many areas of disagreement in the debate over how to measure service quality, and recent research has raised many questions over the principles on which the existing instruments are founded. Although these generic instruments have been tested with some degree of success in wide-ranging service industries, but their replication in higher education sector is still hazy. This paper describes the methodological development of HEdPERF (Higher Education PERFormanceonly), a new measuring instrument of service quality that captures the authentic determinants of service quality within the higher education sector. The proposed 41-item instrument has been empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis (CFA). Such valid and reliable measuring scale would be a tool that tertiary institutions could use to improve service performance in the light of increased competition with the development of global education markets. The results from the current study are crucial because previous studies have produced scales that bear a resemblance to the generic measures of service quality, which may not be totally adequate to assess the perceived quality in higher education. Furthermore, previous researches have been too narrow, with an overemphasis on the quality of academics and too little attention paid to the non-academic aspects of the educational experience. Research findings confirmed that the six dimensions, namely, non-academic aspects, academic aspects, reputation, access, programme issues and understanding were distinct and conceptually clear. Therefore, it can be posited that student perceptions of service quality can be considered as a six-factor structure consisting of the identified six dimensions. Consequently, tertiary institutions should assess all the six dimensions of service quality to ascertain the level of services provided, and to determine which dimensions need improvement. Evaluating service quality level and understanding how various dimensions impact overall service quality would ultimately enable tertiary institutions to efficiently design the service delivery process. In addition, knowing the strengths and weaknesses of these dimensions and their relative influence may result in better allocation of resources so as to provide a better service to students. While many service quality attributes may influence a student’s perception to a certain extent, the results also indicate that access, which relates to such aspects as approachability, ease of contact, availability and convenience has significantly influenced the overall service quality perception. In other words, students perceived access to be more important than other dimensions in determining the quality of the service that they received. Tertiary institutions should therefore concentrate their efforts on the dimension perceived to be important rather than focusing their energies on a number of different attributes, which they feel are important determinants of service quality. While the idea of providing adequate service on all dimensions may seem attractive to most service marketers and managers, failure to prioritize these attributes may result in inefficient
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01 Dec 2006TL;DR: This study investigates website quality factors, their relative importance in selecting the most preferred website, and the relationship between website preference and financial performance and found that the website with the highest quality produced the highest business performance.
Abstract: This study investigates website quality factors, their relative importance in selecting the most preferred website, and the relationship between website preference and financial performance. DeLone and McLean's IS success model extended through applying an analytic hierarchy process is used. A field study with 156 online customers and 34 managers/designers of e-business companies was performed. The study identified different relative importance of each website quality factor and priority of alternative websites across e-business domains and between stakeholders. This study also found that the website with the highest quality produced the highest business performance. The findings of this study provide decision makers of e-business companies with useful insights to enhance their website quality.
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TL;DR: In this article, the authors assess the impact of a campaign aiming at informing consumers about beef traceability, and at raising consumer interest in beef quality, traceability and origin, and find that consumer interest is generally low for traceability information, moderate for origin and high for direct indications of quality like a quality guarantee seal or expiration date.
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TL;DR: Action research is characteristically full of choices, and the argument is made that quality in inquiry comes from awareness of and transparency about the choices available at each stage of the inquiry as discussed by the authors.
Abstract: This article explores the nature of quality in action research practice. The origins and purposes of action research and its relation to social science methodology are reviewed. Action research is described in terms of four characteristic dimensions—worthwhile practical purposes, democracy and participation, many ways of knowing, and emergent developmental form—that present a broad range of criteria beyond those of the empirical research paradigm against which quality research might be judged. Recent debates concerning validity and quality in qualitative research are explored. It is argued that action research is characteristically full of choices, and the argument is made that quality in inquiry comes from awareness of and transparency about the choices available at each stage of the inquiry.
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TL;DR: A research model constructed that hypothesized errors, poor style, and incompleteness to be inversely related to the users' level of perceived quality of an online store found that the relationship between the factors and perceived quality was mediated by the perception of the flaws.
Abstract: Although there has been a great deal of research on impression formation, little application of that research has been made to electronic commerce. A research model was constructed that hypothesized errors, poor style, and incompleteness to be inversely related to the users' level of perceived quality of an online store. Further, this perceived quality of the online store's Web site would be directly related to users' trust in the store and, ultimately, to users' intentions to purchase from the store. An experimental study with 272 undergraduate and graduate student volunteers supported all the hypotheses. In addition, it was found that the relationship between the factors and perceived quality was mediated by the perception of the flaws. The perception of flaws rather than the actual flaws influenced users' perception of quality. Supplemental analysis also seemed to indicate a pattern of diminishing effects with each subsequent flaw.
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TL;DR: In this paper, the authors investigated the effects of perceived product quality and overall satisfaction on purchase intentions, and the direct and indirect effects of values and involvement on purchase intention were studied.
Abstract: The study investigated the effects of perceived product quality and overall satisfaction on purchase intentions. Moreover, the direct and indirect effects of values and involvement on purchase intentions were studied. The study utilized the survey questionnaire and used sport shoes as the product being researched. The sample consisted of 197 students who responded to an anonymous questionnaire. Five hypotheses were tested and four of them were confirmed by the data. Perceived quality had a direct and an indirect effect (through overall satisfaction) on purchase intentions, overall satisfaction had a direct effect on purchase intentions and involvement had an indirect effect on purchase intentions through overall satisfaction and perceived quality. The results of the study provide several theoretical and practical implications.
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TL;DR: Using the food-related lifestyle model as a conceptual framework, one possible trend each is discussed for the increasing use of extrinsic cues in quality perception, shopping fast and easy vs. shopping in specialized outlets, and the role of concerns about the meat production process in purchasing.
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TL;DR: A method for evaluating ideas with regard to four dimensions—novelty, workability, relevance, and specificity—and has identified two measurable sub-dimensions for each of the four main dimensions is described.
Abstract: Researchers and practitioners have an abiding interest in improving tools and methods to support idea generation. In studies that go beyond merely enumerating ideas, researchers typically select one or more of the following three constructs, which are often operationalized as the dependent variable(s): 1) idea quality, 2) idea novelty, which is sometimes referred to as rarity or unusualness, and 3) idea creativity. It has been chronically problematic to compare findings across studies because these evaluation constructs have been variously defined and the constructs have been sampled in different ways. For example, some researchers term an idea ‘creative’ if it is novel, while others consider an idea to be creative only if it is also applicable, effective, and implementable. This paper examines 90 studies on creativity and idea generation. Within the creativity studies considered here, the novelty of ideas was always measured, but in 1 Detmar Straub was the accepting senior editor. This paper was submitted on September, 3, 2004, and went through three revisions. Journal of the Association for Information Systems Vol. 7 No. 10, pp. 646-699/October 2006 646 Identifying Quality, Novel, and Creative Ideas/Dean et al. some cases the ideas had to also meet additional requirements to be considered creative. Some studies that examined idea quality also assessed novelty, while others measured different quality attributes, such as effectiveness and implementability, instead. This paper describes a method for evaluating ideas with regard to four dimensions—novelty, workability, relevance, and specificity—and has identified two measurable sub-dimensions for each of the four main dimensions. An action-research approach was used to develop ordinal scales anchored by clearly differentiable descriptions for each sub-dimension. Confirmatory factor analysis revealed high loadings among the sub-dimensions that comprise each dimension as well as high discriminant validity between dimensions. Application of this method resulted in high inter-rater reliability even when the method was applied by different raters to different problems and to ideas produced by both manual methods and group support systems (GSS).
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11 Jun 2006TL;DR: An analytical model is derived to explain when the mean can serve as a valid representation of a product's true quality, and its implication on marketing practices is discussed.
Abstract: As a digital version of word-of-mouth, online review has become a major information source for consumers and has very important implications for a wide range of management activities. While some researchers focus their studies on the impact of online product review on sales, an important assumption remains unexamined, that is, can online product review reveal the true quality of the product? To test the validity of this key assumption, this paper first empirically tests the underlying distribution of online reviews with data from Amazon. The results show that 53% of the products have a bimodal and non-normal distribution. For these products, the average score does not necessarily reveal the product's true quality and may provide misleading recommendations. Then this paper derives an analytical model to explain when the mean can serve as a valid representation of a product's true quality, and discusses its implication on marketing practices.
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06 Aug 2006TL;DR: This paper presents a framework to use non-textual features to predict the quality of documents and shows the quality measure can be successfully incorporated into the language modeling-based retrieval model.
Abstract: New types of document collections are being developed by various web services. The service providers keep track of non-textual features such as click counts. In this paper, we present a framework to use non-textual features to predict the quality of documents. We also show our quality measure can be successfully incorporated into the language modeling-based retrieval model. We test our approach on a collection of question and answer pairs gathered from a community based question answering service where people ask and answer questions. Experimental results using our quality measure show a significant improvement over our baseline.
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TL;DR: Little evidence is found to support the effectiveness of paying for quality in health care and comparable interventions in other sectors; even in nonhealth settings, however, the literature contains mixed results onThe effectiveness of analogous pay-for-performance schemes.
Abstract: Despite more than a decade of benchmarking and public reporting of quality problems in the health care sector, changes in medical practice have been slow to materialize. To accelerate quality improvement, many private and public payers have begun to offer financial incentives to physicians and hospitals based on their performance on clinical and service quality measures. The authors review the empirical literature on paying for quality in health care and comparable interventions in other sectors. They find little evidence to support the effectiveness of paying for quality. The absence of findings for an effect may be attributable to the small size of the bonuses studied and the fact that payers often accounted for only a fraction of the targeted provider's panel. Even in nonhealth settings, however, where the institutional features are more favorable to a positive impact, the literature contains mixed results on the effectiveness of analogous pay-for-performance schemes.
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TL;DR: The quality framework in relation to active process models is discussed and a revised framework based on this is suggested.
Abstract: A semiotic framework for evaluating the quality of conceptual models was proposed by (Lindland OI, Sindre G and Solvberg A (1994) Understanding Quality in Conceptual Modelling, IEEE Software 11(2), 41-49) and has later been extended in several works. While the extensions have fixed some of the limitations of the initial framework, other limitations remain. In particular, the framework is too static in its view upon semantic quality, mainly considering models, not modelling activities, and comparing these models to a static domain rather than seeing the model as a facilitator for changing the domain. Also, the framework's definition of pragmatic quality is quite narrow, focusing on understanding, in line with the semiotics of Morris, while newer research in linguistics and semiotics has focused beyond mere understanding, on how the model is used and impact its interpreters. The need for a more dynamic view in the semiotic quality framework is particularly evident when considering process models, which themselves often prescribe or even enact actions in the problem domain, hence a change to the model may also change the problem domain directly. This paper discusses the quality framework in relation to active process models and suggests a revised framework based on this.
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TL;DR: In this paper, the authors decompose dimensions of product innovativeness along conceptual lines into distinct dimensions, including product advantage and customer familiarity, and empirically test the distinctions using structural equation modeling.
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TL;DR: An attempt to determine attributes for a new index clearly focusing onquality of life for older people rather than health or other influences on quality of life, suggesting that further development of this measure should focus on an index of capability rather than preference-based utility.
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TL;DR: In this paper, the authors proposed a model for measuring service quality in a skiing resort and investigated the contribution of place attachment on the prediction of customers' loyalty, and concluded that skiers' loyalty was significantly predicted by both the place attachment dimensions (place identity and place dependence).
Abstract: Purpose – The purpose of this paper is three‐fold: first, to propose a model for measuring service quality in a skiing resort; second, to investigate the contribution of place attachment on the prediction of customers' loyalty, and third, to examine the influence of service quality on the development of place attachment.Design/methodology/approach – A total of 264 (n=264) recreational skiers participated in the study, and filled the two‐dimensional place attachment questionnaire and a service quality questionnaire, which was based on Brady and Cronin's three‐dimensional service quality model (physical environment quality, interaction quality, outcome quality).Findings – The results of the study indicate that skiers' loyalty was significantly predicted by both the place attachment dimensions (place identity and place dependence). Furthermore, place attachment was significantly predicted by the interaction and physical environment service quality dimensions.Research limitations/implications – The research w...