Patient perceptions of health care quality are critical to a health care service provider's long-term success because of the significant influence perceptions have on customer satisfaction and consequently organization financial performance. Patient satisfaction affects not only the outcome of the health care process such as patient compliance with physician advice and treatment, but also patient retention and favorable word-of-mouth. Accordingly, it is a critical strategy for health care organizations to provide quality service and address patient satisfaction. The urgent care (UC) industry is an integral part of the health care system in the United States that has been experiencing a rapid growth. UC provides a wide range of medical services for a large group of patients and now serves an increasing population. UC is becoming popular because of the convenient locations, extended hours, walk-in policy, short waiting times, and accessibility. A closer examination of the current health care research, however, indicates that there is a paucity of research on urgent care providers. Confronted with the emergence of the urgent care industry and the increasing demand for urgent care, it is necessary to understand how patients perceive urgent care providers and what influences patient satisfaction and retention. This dissertation addresses four areas relevant to the above mentioned issues: (1) development of an instrument to measure perceived service quality in the urgent care industry; (2) identification of the determinants of patient satisfaction and behavioral intentions; (3) empirical examination of the relationships among perceived service quality, patient satisfaction and behavioral intentions; and (4) comparison of the perceived service quality across several primary urgent care providers, such as urgent care centers, hospital emergency departments, and primary care physicians' offices. To validate this new instrument and examine the hypothesized relationships proposed in this study, an electronic web based survey was designed and administered to college students. Both exploratory and confirmatory factor analysis were employed to assess the reliability and validity of the developed instrument. The contextualized relationships were evaluated using structural equation modeling. The results of this research could potentially contribute to urgent care management and quality improvement.

[pt] Este estudo examinou três determinantes das dimensões da qualidade de serviço de refeição (ambiente físico, comida, e serviço) na imagem do restaurante, na satisfação do cliente e nas intenções comportamentais por meio de um questionário on-line auto-administrado coletado de clientes do Outback Steakhouse Brasil. A modelagem dos dados, realizada via equações estruturais, mostrou que a qualidade do ambiente físico, comida e serviço foram determinantes significativos da imagem do restaurante, e que a imagem do restaurante foi determinante significativo da satisfação do consumidor. Além disso, os resultados reforçam que a satisfação do consumidor afeta significativamente as intenções comportamentais. As descobertas podem fornecer aos administradores de restaurantes uma orientação de como melhorar a satisfação do cliente e o nível de intenção comportamental. / [en] This study examined three determinants of foodservice quality dimensions (physical environment, food, and service) on restaurant image, customer satisfaction, and behavioral intentions via a self-administered online questionnaire collected from customers of Outback Steakhouse Brazil. Structural equation modeling showed that the quality of the physical environment, food, and service were significant determinants of restaurant image, and that restaurant image was significant determinant of customer satisfaction. In addition, the results reinforced that customer satisfaction is a significant predictor of behavioral intentions. The findings may provide restaurateurs with a guideline for enhancing customer satisfaction and behavioral intention level.

The purpose of this study was to investigate the influence of affect on privacy concerns and privacy behaviors. A considerable amount of research in the information systems field argues that privacy concerns, usually conceptualized as an evaluation of privacy risks, influence privacy behaviors. However, recent theoretical work shows that affect, a pre-cognitive evaluation, has a significant effect on preferences and choices in risky situations. Affect is contrasted with cognitive issues in privacy decision making and the role of affective versus cognitive-consequentialist factors is reviewed in privacy context. A causal model was developed to address how affect influences privacy concerns and privacy behaviors. The model of privacy risk proposed in this model argues that affect (or “feelings”) influences privacy behaviors directly as well as thru privacy concerns. To test the model, subjects were recruited using Mechanical Turk and paid for their participation. Affect, the key construct in this research, was measured using a word association technique as well as methods developed in the implicit attitudes research. Well-known scales were used to measure privacy concerns and behavioral intentions. Data was collected from subjects using a pretested privacy scenario. Data analysis suggests that, in line with published IS research, privacy concerns affect privacy behaviors. Affect has no impact on privacy concerns nor on privacy behaviors at the traditional 5% level of significance, though it is significant at the 10% level of significance. Improving the instruments used to measure affect, use of a large sample size to detect small effect sizes and more control over the instrument administration instead of an online survey are suggested for future research.

Rural Kentucky residents suffer twice as many fire residential deaths than the national average. Fire prevention programs are primarily aimed at elementary school children however these children do not make the decisions nor take the precautions necessary to alter these conditions; their adult parents do. There is little research into the development of fire safety instructional interventions that need to reach these rural at-risk adults. In this study, a well-designed story simulation Uncle Charlie’s Christmas was developed to provide an instructional intervention to prevent injury and fatality from rural residential fires.An intervention-control repeated measure research design was conducted to investigate participants’: (1) exposure to fire hazard risk, (2) the knowledge of risks and (3) safe practices in the event of a fire and also (4) participants’ behavioral intentions to make changes to prevent fire through hazard reduction and to understand decision making in the event of a fire.The Uncle Charlie’s Christmas narrative simulation instructional materials were effective at engaging participants in decision- making situations they might encounter in an actual fire emergency situation. Participants’ responses to the simulation demonstrated knowledge of hazards, however, a sub-group of responses did reveal many ‘bad’ decisions (resulting in failure to exit or other unsafe practices) during the use of the simulation. The Thinking Talking and Acting (TTAS) proxy measure of behavioral intention had high internal reliability at a .93 Chronbach Alpha, demonstrating the utility of the measure for future research. A limitation was a low participation rate (n=52), requiring Wilcoxon non-parametric analyses. There were no significant differences between the intervention and control groups on the pre-post TTAS behavioral change proxy measure. There were significant pre-post (2 week) differences within the intervention group when the Thinking, Talking and Acting scales scores were analyzed. These trends suggest that further research with a robust sample size is needed for a generalizable assessment of the effectiveness of the narrative simulation instructional materials. Low literacy levels of participants suggest alternative audio formats may also improve utility of the instructional approach in real-world community settings to reach those at risk of exposure to rural residential fire hazards.

網路產業是近年來最熱門、也幾乎是未來企業都可能跨足的領域。書籍在所有線上購物的產品中，是一個相當具有市場潛力的區隔。在早期的純網路書店改寫了書店產業的競爭版圖後，實體書店及出版社也紛紛加入網路書店經營的行列，三種不同經營型態的網路書店雖然看似提供類似的服務，然而由於背後資源與經營理念的差異，可能造成若干服務品質上的不同。本研究的目的即在探討不同經營型態的網路書店，讓消費者知覺到的服務品質、知覺風險是否有所差異，若研究發現有所差別，則又是哪些因素造成這樣的差異。另外，也驗證網路書店的服務品質、顧客知覺的風險，是否會影響到顧客的行為意圖，以及驗證不同經營型態的網路書店，是否會直接影響到顧客的行為意圖。 本研究經由焦點團體的質化研究及文獻探討，蒐集影響消費者在網路書店購書的因素、其所重視的網路書店服務品質構面、及知覺風險構面，再以網路問卷的形式進行量化的研究，針對在國內網路書店有消費經驗的顧客作為研究對象，得出如下的研究結果： 一、經過因素分析所萃取出的服務品質構面，分別為：反應性及安全性、設計與呈現、個人化與顧客化、功能滿足、資訊滿足、及書評服務。 二、經過因素分析所萃取出的行為意圖構面，分別為：忠誠度、願意支付更多、及對於問題的外部反應。 三、網路書店之服務品質構面中的「功能滿足」、「個人化與顧客化」、「設計與呈現」、「反應性及安全性」、及「書評服務」，對於顧客行為意圖的「忠誠度」構面依序有顯著的影響力。 四、網路書店之服務品質構面中的「反應性及安全性」、「資訊滿足」、及「個人化與顧客化」，對於顧客行為意圖的「願意支付更多」構面依序有顯著的影響力。 五、網路書店之服務品質構面中的「反應性及安全性」，對於顧客行為意圖的「對於問題的外部反應」構面有顯著的影響力。 六、不同經營型態的網路書店在服務品質的「反應性及安全性」、「設計與呈現」、「個人化與顧客化」、「資訊滿足」構面上有顯著差異。 七、不同經營型態的網路書店，對於顧客在網路書店知覺到的整體風險有顯著的差異。 八、不同經營型態的網路書店對於消費者知覺到的「財務風險」及「時間風險」有顯著的差異。 九、高知覺風險群與低知覺風險群的消費者，在「願意支付更多」、「對於問題的外部反應」構面上有顯著的差異。 十、消費者在網路書店知覺到的時間風險，對於消費者對書店的忠誠度有顯著影響。 十一、消費者在網路書店知覺到的財務風險，對於消費者是否願意為書店支付更多有顯著影響。 十二、消費者在網路書店知覺到的功能風險，對於消費者對於問題的外部反應有顯著影響。 十三、不同經營型態的網路書店，對於消費者行為意圖的影響，只有「忠誠度」構面有顯著的差異。 由研究結果可知，加強服務品質是提升消費者行為意圖的重要因素，而不同書店的經營型態，對於消費者知覺的服務品質、知覺的風險皆有顯著影響。此外，不同書店的經營型態只影響消費者行為意圖的「忠誠度」構面。消費者知覺風險的高低也不影響其忠誠度，可能還存在其他重要因素，會影響到消費者的忠誠度。因此，不同經營型態的網路書店應針對其既有的優勢努力維持，並加強本身條件不足的部份，以成功地在網路書店產業中經營與發展。

Title from first page of PDF document. Includes bibliographical references (p. 40-45).

Submitted by Patricia Regina Caldeira Daré Artoni (pattydare@gmail.com) on 2013-09-06T23:06:19Z No. of bitstreams: 1 Tese_PatriciaReginaCaldeiraDareArtoni.pdf: 2049299 bytes, checksum: 4026feb5c8cbd73a4d3b99ba8bbf3522 (MD5) / Approved for entry into archive by Suzinei Teles Garcia Garcia (suzinei.garcia@fgv.br) on 2013-09-09T13:03:15Z (GMT) No. of bitstreams: 1 Tese_PatriciaReginaCaldeiraDareArtoni.pdf: 2049299 bytes, checksum: 4026feb5c8cbd73a4d3b99ba8bbf3522 (MD5) / Made available in DSpace on 2013-09-09T13:14:07Z (GMT). No. of bitstreams: 1 Tese_PatriciaReginaCaldeiraDareArtoni.pdf: 2049299 bytes, checksum: 4026feb5c8cbd73a4d3b99ba8bbf3522 (MD5) Previous issue date: 2013-08-09 / Considering the evolution in research and theory of the psychology of risk and, in particular, from the perspective of risk as feelings (emphasizing the interaction between cognition and emotion on threat analysis), this thesis proposes and tests a conceptual model with focus on the influences of vulnerability on consumer response to automobile services. This study hypothesized that self-efficacy reduces or eliminates the vulnerability‟s effect on behavioral intentions. The lack of research on feelings of vulnerability in services consumption, specifically those not related to health as are the maintenance automotive services, and the lack of studies linking vulnerability and behavioral intentions to service purchase, stimulated this research. The impact of the three antecedents of threat analysis (perceived risk, risk as feelings and perceived severity) has been tested in a single model with self-efficacy on behavioral intention in the specific context of service consumption. The measurement proposed model was evaluated for dimensionality, validity and reliability by using confirmatory factor analysis; subsequently evaluated the causal hypotheses proposed in the model of full structural equation. The model was estimated and in one samples (ns = 202). Data were collected through an transverse online survey and research findings confirm the hypotheses that (1) the perceived risk and self-efficacy affect vulnerability. The hypotheses of (2) relationship between service failure severity and perceived risk or vulnerability were not supported. Implications for the theory and management are discussed. These findings help to understand the results of studies conducted in the U.S. in recent decades, offer a theoretical contribution to the understanding of the phenomenon of vulnerability, validate a scale to measure the phenomenon applied to services in the Brazilian context and reinforce the importance of considering self-efficacy for generalizations. From the perspective of management, the study shows that vulnerability influences business performance of automotive service companies, since it negatively influences the positive recommendation and maintaining business relationships. The findings suggest that managers of service companies should endeavor to reduce the vulnerability of the consumer through information that assist in the negotiation and evaluation of the service to minimize uncertainties. / Considerando os avanços da pesquisa e teoria da psicologia do risco e, em particular, da perspectiva do risco como sentimentos, ressaltando a interação entre cognição e emoção na análise de ameaças, esta tese propõe e testa um modelo conceitual sobre o efeito da vulnerabilidade (risco como sentimento) em intenções comportamentais de serviços relacionados a automóveis. Este estudo teve como hipótese que a autoeficácia percebida pelo consumidor diminui ou elimina o efeito da vulnerabilidade nas intenções comportamentais de perpetuidade de relacionamento com a empresa de serviço. Estimularam o interesse de pesquisa tanto a carência de pesquisas sobre o papel da vulnerabilidade no consumo de serviços não relacionados à área da saúde ou ao corpo do consumidor, quanto a carência de pesquisas sobre a relação entre a vulnerabilidade e as intenções comportamentais. Testou-se em um único modelo, o impacto previsto pelos processos cognitivos e afetivos que envolvem a análise de ameaça (sentimentos de vulnerabilidade, risco e severidade das falhas) e de capacidade de enfrentamento (autoeficácia) na intenção comportamental, no contexto específico de consumo de serviços relativos a automóveis. O modelo de mensuração proposto foi avaliado quanto à dimensionalidade, validade e confiabilidade pelo uso de análise fatorial confirmatória; posteriormente, avaliou-se a relação causal proposta nas hipóteses pelo modelo completo de equações estruturais. O modelo de mensuração proposto foi avaliado quanto à dimensionalidade, validade e confiabilidade pelo uso de análise fatorial confirmatória; posteriormente, avaliou-se a relação proposta nas hipóteses pelo modelo completo de equações estruturais, usando-se o software Amos e a estimativa por máxima verossimilhança. O modelo foi estimado em uma amostra de 202 respondentes. Os dados foram coletados por meio de um levantamento eletrônico transversal e os achados da pesquisa apontam para a confirmação das hipóteses de que (1) o risco percebido cognitivamente, sentimentos de vulnerabilidade e a autoeficácia influenciam as intenções comportamentais. Não foi possível suportar a hipótese de que (2) a severidade das possíveis falhas de serviço tem relação com risco ou com sentimentos de vulnerabilidade. Esses achados ajudam a compreender a relação entre intenções comportamentais e sentimentos de vulnerabilidade. Implicações para o desenvolvimento teórico da pesquisa na área e implicações gerenciais são discutidas. Os resultados auxiliam a compreensão dos resultados de estudos realizados nos EUA nas últimas décadas. Os achados oferecem uma contribuição teórica ao entendimento do fenômeno da vulnerabilidade, a adaptação de uma escala de medida para o fenômeno no contexto brasileiro e aplicado a serviços que não sejam de saúde e cuidados com o corpo. Do ponto de vista gerencial, o estudo alerta para o fato de a vulnerabilidade exercer influência no desempenho comercial de empresas de serviços automotivos, visto que ela influência negativamente a recomendação positiva e a manutenção de relacionamentos de negócios. Os achados sugerem que os gestores de empresas de serviços devem empreender esforços para reduzir a vulnerabilidade do consumidor por meio de informações que o auxiliem na negociação e avaliação do serviço ao minimizar incertezas.

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Thèse réalisée en cotutelle avec l'Université Européenne de Bretagne - Rennes 2 / Alors que plusieurs auteurs ont souligné l’existence d’un contexte social relativement permissif pour expliquer l’ampleur de la coercition sexuelle dont sont victimes les femmes, cette thèse a privilégié un niveau d’analyse individuel. De concert avec une perspective interactionniste somme toute classique, il a alors été proposé que des facteurs situationnels puissent contribuer à actualiser des facteurs de risque individuels et, par ce biais, précipiter le passage à l’acte. L'objectif général de cette thèse était ainsi d'étudier expérimentalement les effets de l'alcool et de l'excitation sexuelle sur la perception du consentement et les intentions comportementales d'utiliser des stratégies coercitives pour avoir une relation sexuelle. Plus exactement, et afin d’étudier les effets de l’alcool sur la perception des intentions comportementales exprimées par une femme, un plan expérimental inter-participants a permis de répartir aléatoirement 150 participants, issus de la population générale, dans une condition Avec alcool ou dans une condition Sans alcool. La concentration d’alcool dans le sang visée était de 0,8 g/L (2,22 ml de vodka à 40 % par kg). Par la suite, les participants étaient à nouveau répartis aléatoirement dans l'une des deux modalités du facteur Excitation sexuelle, soit Avec excitation sexuelle et Sans excitation sexuelle. Un plan factoriel inter-participants 2x2 a alors permis d'étudier les effets de l'alcool et de l'excitation sexuelle sur le temps de latence pour indiquer qu'une femme n'est plus intéressée par avoir une relation sexuelle, ainsi que sur les intentions comportementales d’utiliser des stratégies coercitives non-violentes et de commettre un viol. Pour ce qui est de la perception des intentions comportementales, les résultats, obtenus à l’aide d’analyses de variance mixte, indiquent qu’il existe une difficulté à percevoir correctement une absence de consentement lorsqu’elle n’est pas exprimée avec suffisamment d’intensité. Toutefois, cette difficulté est indépendante des effets de l’alcool, dans la mesure où elle se manifeste aussi bien chez les hommes qui ont consommé de l’alcool que chez ceux qui n’ont pas consommé d’alcool. Pour ce qui est de l’identification d’une absence de consentement sexuel, les résultats, obtenus à l’aide de modèles de régression linaire multiple et de régression de Cox, indiquent qu’il existe un effet de l’alcool, mais que cet effet est modéré par les distorsions cognitives. Toutefois, si la consommation d’alcool contribue, chez les individus présentant des distorsions cognitives au-delà d’un certain niveau, à différer l’identification d’une absence de consentement sexuel, elle ne l’empêche pas. Enfin, les résultats, issus de modèles de régression linéaire multiple et logistique multiple, indiquent que l’effet de l’alcool sur les intentions comportementales d’utiliser des stratégies coercitives est également modéré (et conditionné) par le niveau de distorsions cognitives. Plus exactement, malgré la perception d’une absence de consentement sexuel, notamment lorsqu’elle est exprimée avec suffisamment d’intensité, les individus qui présentent un niveau particulièrement élevé de distorsions cognitives sont plus à risque d’utiliser des stratégies coercitives non-violentes en l’absence d’alcool, mais sont également plus à risque de commettre un viol lorsqu’ils ont consommé de l’alcool. Par ailleurs, les résultats indiquent que notre manipulation de l’excitation sexuelle pourrait avoir, au moins partiellement, échoué. De nouvelles études apparaissent ainsi nécessaires afin de comprendre le rôle éventuel de l’excitation sexuelle dans la perception du consentement et les intentions comportementales d’utiliser des stratégies coercitives pour avoir une relation sexuelle. Alors que ces résultats ouvrent la voie à de nouvelles recherches afin de mieux comprendre les processus et mécanismes par lesquels l’alcool peut, chez certains individus, contribuer à expliquer la coercition sexuelle, des implications pratiques peuvent également être proposées. Ainsi, si les résultats relatifs à la perception du consentement soutiennent l’importance de programmes de prévention primaire, voire situationnelle, les résultats relatifs aux intentions comportementales d’utiliser des stratégies coercitives soulignent que des programmes de prévention secondaire apparaissent également comme un élément indispensable d’une politique efficace de prévention de la coercition sexuelle. / While a relatively permissive social context has been argued to explain the extent of sexual coercion against women, this dissertation has favored an individual level of analysis. In accordance with a classic interactionist perspective, situational factors have been proposed to contribute to trigger individual risk factors and, therefore, precipitate sexual coercion. The overall objective of this dissertation was to experimentally study the effects of acute alcohol intoxication and sexual arousal on the perception of consent and on behavioral intentions to use coercive strategies to have sex. More precisely, a between-subjects design was used to study the effects of acute alcohol intoxication in men on their perception of a woman’s behavioral intents. The 150 participants, recruited from the general population, were thus randomized either in a condition With alcohol or in a condition Without alcohol. The targeted blood alcohol content was 0,08 % (2,22 ml of 40% alcohol-by-volume Absolut vodka per kg of body weight). Then, participants were once again randomized in one of the two levels of “Sexual arousal” factor: a condition With sexual arousal and a condition Without sexual arousal. A 2x2 between-subjects factorial design was thereby used to study the effects of acute alcohol intoxication and sexual arousal on the latency to indicate that a woman is no longer interested in having sex as well as on the behavioral intentions to use non-violent coercive strategies and to commit rape. First, in regards to the perception of a woman’s behavioral intents, the results of mixed ANOVAs indicate that there exists a difficulty in correctly perceiving an absence of consent if it is not expressed with sufficient intensity. However, this difficulty is independent of the effects of alcohol consumption, as participants in both conditions express this difficulty. Secondly, for the identification of an absence of sexual consent, results of multiple linear regressions and Cox regression indicate that alcohol consumption does have an effect, but this effect is moderated by cognitive distortions. Moreover, if alcohol consumption contributes to postpone the identification of an absence of sexual consent in participants with a higher level of cognitive distortions, it does not ultimately hinder it. Finally, results of multiple linear and multiple logistic regressions indicate that the effect of alcohol consumption on behavioral intentions to use coercive strategies to have sex is also moderated (and conditioned) by the level of cognitive distortions. Despite the fact that participants ultimately correctly perceive an absence of sexual consent, those with a higher level of cognitive distortions are more likely to use non-violent coercive strategies to have sex if no alcohol is consumed and, are also more likely to commit rape when they consume alcohol. Moreover, results indicate that our experimental manipulation of sexual arousal may have partially failed. New studies appear necessary in order to better understand the potential role of sexual arousal on the perception of consent and on behavioral intentions to use coercive strategies. While these results pave the way for new research in order to better understand the processes and mechanisms by which acute alcohol intoxication may help to explain sexual coercion in some individuals, practical implications must also be considered. While results related to the perception of consent support the relevance of primary and situational prevention, results related to behavioral intentions to use coercive strategies to have sex highlight the need for secondary prevention in order to develop an effective policy for sexual coercion prevention.

Facebook全球使用者相當於世界第三大國，目前台灣有超過六百萬會員，其中粉絲專頁為Facebook提供企業或個人成立的社群專頁，粉絲專頁便於聚集相同嗜好的粉絲，特別是企業可利用免費的社交網站空間建立品牌社群，提高知名度與維繫顧客關係；台灣Facebook使用者也紛紛加入各種粉絲專頁，因此本研究以Facebook粉絲專頁使用者為研究對象，應用Mowen（2000）提出的3M層級模型，探究人格特質、動機、消費者創新性、社群認同感、價值意識，對使用者利用粉絲專頁接收資訊及發表意見意圖的影響。除了瞭解研究架構的層級關係，也以結構方程式驗證整體模型的適配度。 本研究結果發現：社群認同感對接收資訊意圖與發表意見意圖皆有正面影響，使用者的價值意識，對接收資訊意圖有正面影響。社群認同感與價值意識，來自人際需求、活動需求及資訊需求。本研究亦在研究架構外，延伸探討粉絲專頁使用者的接收資訊及發表意見意圖，接收資訊意圖是使用者瞭解該品牌並持續購買該品牌產品的重要因素，而發表意見的意圖則影響品牌喜好程度、採用該品牌其他產品，以及通路造訪頻率。以上研究結論可作為粉絲專頁之經營參考。 / Facebook has six million members in Taiwan and the global members have expanded as large as the population of third largest country. Based on the membership, various Faceboook applications have great potentials in advertising and marketing. Fan Page, one of the applications, functioned as an online brand community for the worldwide corporations to promote their new products/ services and manage the customer relationships. The research is based on Mowen (2000) 3M hierarchal model to investigate the influences of fan page users’ traits and motivations on their behavioral intentions. The purpose is to discover the hierarchical relationships of the conceptual framework and then provide the fan page owners with practical suggestions. The research findings including community recognition and value consciousness will positively influence the behavioral intentions. And community recognition and values consciousness are positively influenced by the needs of interpersonal relationship, information, and activity. Therefore, the fan page owners should meet the needs and then increase users’ community recognition and values consciousness by providing information and encouraging users to express their opinions on fan pages.