Understanding Firms’ Customer Satisfaction Information Usage

2005 ◽  
Vol 69 (3) ◽  
pp. 131-151 ◽  
Author(s):  
Neil A. Morgan ◽  
Eugene W. Anderson ◽  
Vikas Mittal
Keyword(s):  
Focus Group ◽  
Customer Satisfaction ◽  
Empirical Research ◽  
Business Performance ◽  
Normative Theory ◽  
Information Usage ◽  
Key Characteristics ◽  
Depth Interviews

Despite theoretical and empirical research linking a firm's business performance to the satisfaction of its customers, knowledge of how firms collect and use customer satisfaction information is limited. The authors investigate firms’ customer satisfaction information usage (CSIU) by drawing on in-depth interviews, a focus group of managers, and the existing literature. They identify key characteristics of the major processes involved in firms’ CSIU and compare the CSIU practices revealed in their fieldwork with widely held normative theory prescriptions. They also identify variations in CSIU among the firms in the fieldwork and uncover factors that may help explain the observed differences.

DISCRESSION OF THE SAMPLE RESORTS POLICE IN THE IMPLEMENTATION OF ADMINISTRATIVE LAW PERSPECTIVE INVESTIGATION

2020 ◽  
Vol 4 (2) ◽  
pp. 147
Author(s):  
Tamrin Muchsin ◽  
Sri Sudono Saliro ◽  
Nahot Tua Parlindungan Sihaloho ◽  
Sardjana Orba Manullang
Keyword(s):  
Empirical Research ◽  
Qualitative Method ◽  
Government Regulation ◽  
Sampling Technique ◽  
Administrative Law ◽  
Criminal Investigation ◽  
Accurate Data ◽  
Long Distance ◽  
The Impact ◽  
Depth Interviews

It is still found that investigating officers do not have an S1 degree or equivalent in thejurisdiction of the Sambass Resort Police as mandated in PP No. 58 of 2010 concerningAmendments to Government Regulation Number 27 of 1983 concerning theImplementation of KUHAP article 2A paragraph (1) letter a. If the requirements ofinvestigators are not fulfilled, there will automatically be limits of authority, includingthe inability to issue investigation orders, detention warrants and other administrativeletters. This study used a qualitative method with juridical empirical research. Toobtain accurate data, purposive sampling technique was used, and primary datacollection by conducting in-depth interviews. The research results found, among others:first, discretion regarding the administration of investigations in the jurisdiction of theSambas Resort Police for the Sambas District Police who do not have investigatingofficers who meet the requirements, is then taken over by the Head of the CriminalInvestigation Unit as the supervisor of the integrated criminal investigation function.Second, the impact of an integrated investigation administration causes the time tocarry out investigations to be slow due to the long distance between the Sector Policeand the Resort Police.

Social Networks and Business Performance of Igbo Migrant Traders in Ibadan, South-West Nigeria

2014 ◽  
Vol 12 (2) ◽  
Author(s):  
Deborah O. Obor ◽  
Emeka E. Okafor
Keyword(s):  
Social Support ◽  
Social Networks ◽  
Social Network ◽  
Social Exchange ◽  
Business Performance ◽  
Exploratory Research ◽  
Business Growth ◽  
South West ◽  
Key Informant ◽  
Depth Interviews

This study focused on social networks and business performance among Igbo businessmen in Ibadan, South-west Nigeria through the exploratory research design. Social exchange, social network and social capital theories were employed as theoretical framework. Twenty-six in-depth interviews, key informant interviews and case studies were conducted with purposively selected respondents in four business locations in Ibadan. The results showed that among the factors that facilitated migration of the Igbo to Ibadan were their interest to learn a trade, their inability to attain higher education, and having a relative in Ibadan. The types of social networks available showed that social network was not location bound, as all the respondents belonged to town progressive unions and mutual benefits/cooperative associations. Social networks played vital roles in business performance, including social support, access to loan, business growth and expansion. The main challenges to maintaining adequate social network in business were distrust, envy, unbridled competition, dishonesty and inability to keep terms of agreement. The study concludes that social networks have positively influenced the business performance of migrant Igbo in Ibadan. There is need for the Igbo to strengthen their social networks through honesty, forthrightness, and transparency in all their dealings.

scholarly journals Nairobi Early Childcare in Slums (NECS) Study Protocol: a mixed-methods exploration of paid early childcare in Mukuru slum, Nairobi

2020 ◽  
Vol 4 (1) ◽  
pp. e000822
Author(s):  
Robert C Hughes ◽  
Patricia Kitsao-Wekulo ◽  
Sunil Bhopal ◽  
Elizabeth W Kimani-Murage ◽  
Zelee Hill ◽  
...  
Keyword(s):  
Mixed Methods ◽  
Focus Group ◽  
Early Years ◽  
Epidemiological Methods ◽  
Focus Group Discussions ◽  
Group Discussions ◽  
Early Childcare ◽  
Depth Interviews ◽  
Childcare Providers

IntroductionThe early years are critical. Early nurturing care can lay the foundation for human capital accumulation with lifelong benefits. Conversely, early adversity undermines brain development, learning and future earning.Slums are among the most challenging places to spend those early years and are difficult places to care for a child. Shifting family and work structures mean that paid, largely informal, childcare seems to be becoming the ‘new normal’ for many preschool children growing up in rapidly urbanising Africa. However, little is known about the quality of this childcare.AimsTo build a rigorous understanding what childcare strategies are used and why in a typical Nairobi slum, with a particular focus on provision and quality of paid childcare. Through this, to inform evaluation of quality and design and implementation of interventions with the potential to reach some of the most vulnerable children at the most critical time in the life course.Methods and analysisMixed methods will be employed. Qualitative research (in-depth interviews and focus group discussions) with parents/carers will explore need for and decision-making about childcare. A household survey (of 480 households) will estimate the use of different childcare strategies by parents/carers and associated parent/carer characteristics. Subsequently, childcare providers will be mapped and surveyed to document and assess quality of current paid childcare. Semistructured observations will augment self-reported quality with observable characteristics/practices. Finally, in-depth interviews and focus group discussions with childcare providers will explore their behaviours and motivations. Qualitative data will be analysed through thematic analysis and triangulation across methods. Quantitative and spatial data will be analysed through epidemiological methods (random effects regression modelling and spatial statistics).Ethics and disseminationEthical approval has been granted in the UK and Kenya. Findings will be disseminated through journal publications, community and government stakeholder workshops, policy briefs and social media content.

scholarly journals CREATION OF DIGITAL TWINS - KEY CHARACTERISTICS OF PHYSICAL TO VIRTUAL TWINNING IN MECHATRONIC PRODUCT DEVELOPMENT

2021 ◽  
Vol 1 ◽  
pp. 781-790
Author(s):  
Carolin Sturm ◽  
Michael Steck ◽  
Frank Bremer ◽  
Sven Revfi ◽  
Thomas Nelius ◽  
...  
Keyword(s):  
Product Development ◽  
Data Acquisition ◽  
Industrial Application ◽  
Model Integration ◽  
Virtual Models ◽  
Digital Twins ◽  
Key Characteristics ◽  
Key Aspects ◽  
Computational Resources ◽  
Depth Interviews

AbstractDue to the falling costs of computational resources and the increasing potential of data acquisition, interest in digital twins, a virtual copy of the physical original, and their industrial application is increasing. Nevertheless, there is limited published work on how to support the process of physical to virtual twinning and what its key aspects are. The aim of this study is to present insights with regards to physical to virtual twinning gained from modelling projects in mechatronic product development. We conducted a survey and in-depth interviews with members of modelling projects. In the surveys and interviews we identified how physical products and virtual models were linked, which virtual models were used and which general challenges and key aspects are considered important by the project members. Our findings show that the key characteristics that pose challenges to modelling regarding physical to virtual twinning are model granularity, model validation, and model integration and interconnectivity.

Media Ethics, Moral Controversies, and the Sociology of Critique

2020 ◽  
Author(s):  
Thomas Hove
Keyword(s):  
Empirical Research ◽  
Social Background ◽  
Normative Theory ◽  
Moral Evaluation ◽  
Media Ethics ◽  
Social Settings ◽  
The Social ◽  
Descriptive Approach ◽  
Descriptive Framework ◽  
Normative Justification

Abstract Communication scholars have begun to investigate various links between empirical research and normative theory. In that vein, this article explores how Boltanski and Thévenot’s sociology of critique can enhance our empirical and normative understanding of controversies in media ethics. The sociology of critique and its justification model provide a comprehensive descriptive framework for studying practices of moral evaluation and the social goods at stake in them. First, I discuss some prevailing approaches in media ethics. Second, I explicate how the sociology of critique defines situations of normative justification and supplies a model of their basic requirements. Third, I show how this model can be used to analyze the social background of a media ethics controversy. Last, I suggest how the descriptive approach of the sociology of critique can identify conditions in morally pluralistic social settings that pose challenges to normative theories.

Kinship construction variability among Nigerian international migrants: The context of contemporary Diaspora

Human Affairs ◽  
2011 ◽  
Vol 21 (4) ◽  
Author(s):  
Olayinka Akanle ◽  
Olanrewau Olutayo
Keyword(s):  
Focus Group ◽  
Life Histories ◽  
First Century ◽  
Primary Data ◽  
Focus Group Discussions ◽  
Group Discussions ◽  
Kinship Networks ◽  
Methodological Triangulation ◽  
International Migrants ◽  
Depth Interviews

AbstractUnderstanding the selves, situations and actions of Africans can never be comprehended outside kinship. Local and foreign worldviews are first pigeonholed into culture and defined within kinship realities in Nigeria and Africa. There have been studies on kinship in Africa. However, the findings from such studies portrayed the immutability of African kinship. Thus, as an important contribution to the on-going engagement of kinship in the twenty-first century as an interface between the contemporary Diaspora, this article engaged kinship within international migration. This is a major behavioural and socio-economic force in Nigeria. Methodological triangulation was adopted as part of the research design and primary data were collected through in-depth interviews (IDIs), and life histories of international migrants were documented and focus group discussions (FGDs) were held with kin of returnees. The article found and concluded that while returnees continued to appreciate local kinship infrastructures, the infrastructures were liable to reconstruction primarily determined by dominant support situations in the traditional African kinship networks.

INTERNET NEWS MEMES WITH POLITICAL OVERTONES IN THE PERCEPTION OF YOUNG PEOPLE

2021 ◽  
Vol 5 (1) ◽  
pp. 100-107
Author(s):  
D. S. Gorbatov ◽  
◽  
P. Yu. Gurushkin ◽  
Keyword(s):  
Young People ◽  
Focus Group ◽  
Empirical Research ◽  
Undergraduate Students ◽  
Social Perception ◽  
Research Method ◽  
Focus Group Interview ◽  
Educational Institutions ◽  
Internet News ◽  
The Social

The purpose of the empirical research described in the article was to study the range of judgments that characterize the social perception of the student youth of Internet news memes with political overtones. The research method was a focus group interview using the Microsoft Teams platform. The four groups included 28 undergraduate students of higher educational institutions of St. Petersburg. The results of the study characterize the attitude of students to attempts to impose political overtones on Internet news memes, reflect their opinions about the mistakes made by the authors, contain arguments about the reasons for the anonymity of the authors of memes, describe the range of views on the problem of the responsibility of the authors of memes for violations of laws. In addition, students ' perceptions about changes in Internet memes, in particular, news memes, in the future were revealed.

Islamic Discourses of Environmental Change on the Swahili Coast of Southern Tanzania

2021 ◽  
Vol 80 (1) ◽  
pp. 49-60
Author(s):  
Justin Raycraft
Keyword(s):  
Focus Group ◽  
Social Science ◽  
Environmental Change ◽  
Belief System ◽  
Social Suffering ◽  
Focus Group Discussions ◽  
Group Discussions ◽  
Swahili Coast ◽  
Making Sense ◽  
Depth Interviews

This paper addresses how Makonde Muslim villagers living on the Swahili coast of southern Tanzania conceptualize and discuss environmental change. Through narratives elicited during in-depth interviews and focus group discussions, I show that respondents associate various forms of environmental change—ecological, climatic, political, and socioeconomic—with God’s plan. Respondents had a sound grasp of the material workings of their lived realities and evoked religious causality to fill in the residual explanatory gaps and find meaning in events that were otherwise difficult to explain. Such narratives reveal both a culturally engrained belief system that colors people’s understandings of change and uncertainty and a discursive idiom for making sense of social suffering. On an applied note, I submit that social science approaches to studying environmental change must take into account political and economic contexts relative to local cosmologies, worldviews, and religious faiths, which may not disaggregate the environment into distinct representational categories.

scholarly journals SEXUAL NETWORKS AND THE TRANSMISSION OF HIV IN LONDON

1998 ◽  
Vol 30 (1) ◽  
pp. 63-83 ◽  
Author(s):  
MELISSA PARKER ◽  
HELEN WARD ◽  
SOPHIE DAY
Keyword(s):  
Empirical Research ◽  
Participant Observation ◽  
Network Data ◽  
Sexual Networks ◽  
Sexual Network ◽  
Younger Men ◽  
Vaginal Sex ◽  
Depth Interviews ◽  
Male Prostitutes

This paper discusses ways in which empirical research investigating sexual networks can further understanding of the transmission of HIV in London, using information from a 24-month period of participant observation and 53 open-ended, in-depth interviews with eighteen men and one woman who have direct and indirect sexual links with each other. These interviews enabled the identification of a wider sexual network between 154 participants and contacts during the year August 1994-July 1995. The linked network data help to identify pathways of transmission between individuals who are HIV+ and those who are HIV−, as well as sexual links between ‘older’ and ‘younger’ men, and with male prostitutes. There appears to be considerable on-going transmission of HIV in London. The majority of participants reported having had unprotected anal and/or vaginal sex within a variety of relationships. The implications of these findings for policies designed to prevent the transmission of HIV are discussed.

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