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With the emergence of the internet as a new business channel and its impact on the overall role of today's customers, existing models for the measurement of perceived quality, satisfaction and loyalty are worth revisiting. This is specifically important in light of the prominent progress of some of the new business concepts, particularly customer experience management, and the rising emphasis on customers' hedonic and emotional needs. This study attempts to bridge the gap in existing literature by examining the online customer experience in its entirety, attending within the study to both the utilitarian and hedonic needs of online customers and giving special attention to emerging aspects in the online environment, such as customer engagement in self-driven experiences. Therefore, the study includes a comprehensive review of a large body of knowledge, both in consumer behaviour and marketing literature as well as quality management literature, in addition to a scrutiny of 50 studies for different evaluation models in the online environment. This is in order to identify a list of attributes and factors that impact customer evaluations of online experiences. Upon the synthesis of the list of attributes and factors that impact customer evaluations of online experiences, an online blog was created as an environment for asynchronous focus groups. The online blog was beneficial in creating a deeper understanding of what online customers want and what impacts their experiences. Following, an online questionnaire was administered in two stages, once for measure purification purposes which received 90 pilot responses and once for mass data collection purposes which received 366 responses. As a result of this study, an integrated model for the measurement of online customer experience that emphasises the significance of the emotional component was proposed. The model consists of three components, each serve a specific measurement purpose. The XQual construct which consists of 7 attributes and 30 factors, is a performance measure of the experience in relation to specific aspects that address customers' utilitarian and hedonic needs. The satisfaction continuum consists of four factors and is an output measure for each experience or transaction with the online firm. The loyalty continuum consists of four factors and is an outcome measure that indicates customers' attitudinal commitment towards the online firm.

<p>Denna kandidatuppsats är skriven i syfte att analysera hur väl företaget ONOFF i Södertälje informerar sina kunder om deras konsumentköprättigheter och hur missnöje vid okunskap kan förebyggas. Uppsatsens problemformulering är därmed hur väl informerar företag sina kunder och hur de kan klara av diskussionen med kunder om deras rättigheter enligt konsumentköplagen.</p><p>Genom enkätundersökning mättes kundernas kunskaper om konsumentköplagen samtidigt som ONOFFs chef intervjuades för att få information om hur ONOFF informerar sina kunder om deras rättigheter. Dessutom undersöktes informationskällor från ONOFF som broschyrer och deras hemsida.</p><p>Genom undersökningen har det framkommit att kunder inte alls är speciellt medvetna om vilka rättigheter de har. Personalen utbildas för att kunna informera korrekt men informationskällorna är inte fullständiga och kunder verkar inte angelägna att vilja ta emot juridiska kunskaper. Genom bland annat använda sig av teorier om Word of mouth och Customer delight kan ONOFF eventuellt minska missnöje.</p>

Denna kandidatuppsats är skriven i syfte att analysera hur väl företaget ONOFF i Södertälje informerar sina kunder om deras konsumentköprättigheter och hur missnöje vid okunskap kan förebyggas. Uppsatsens problemformulering är därmed hur väl informerar företag sina kunder och hur de kan klara av diskussionen med kunder om deras rättigheter enligt konsumentköplagen. Genom enkätundersökning mättes kundernas kunskaper om konsumentköplagen samtidigt som ONOFFs chef intervjuades för att få information om hur ONOFF informerar sina kunder om deras rättigheter. Dessutom undersöktes informationskällor från ONOFF som broschyrer och deras hemsida. Genom undersökningen har det framkommit att kunder inte alls är speciellt medvetna om vilka rättigheter de har. Personalen utbildas för att kunna informera korrekt men informationskällorna är inte fullständiga och kunder verkar inte angelägna att vilja ta emot juridiska kunskaper. Genom bland annat använda sig av teorier om Word of mouth och Customer delight kan ONOFF eventuellt minska missnöje.

Esta tese tem a preocupação de examinar as diferenças e similaridades entre as Novelas amorosas y ejemplares (1637) e sua segunda parte, Desengaños amorosos (1647). Também busca elucidar a conexão entre os inflamados discursos que denunciam os constructos culturais que sustentam a superioridade do homem e a inferioridade da mulher e o trágico fim das personagens femininas de Desengaños amorosos. Ainda, analisar como se organiza e apresenta a defesa da mulher, traço marcante das coletâneas, que foi discutida pela crítica do século XX a partir das diretrizes do feminismo. Apoiando-se nos tratados de arte poética vigentes no século XVII, nos tratados de conduta, nas doutrinas filosóficas, políticas e religiosas que norteavam as práticas sociais e as artes do período, esta pesquisa mostra os aspectos que distinguem e, concomitantemente, unem as duas coletâneas. Com este suporte, distingue a função dos discursos de moldura e dos contos, assinalando sua coerência. Além disso, demonstra que a defesa da mulher se expressa por meio do elogio à virtude e o vitupério dos vícios, de acordo com os padrões éticos e religiosos da Contra Reforma, mas também em consonância com as reivindicações das mulheres da Espanha seiscentista. Mediante a análise da moldura e de dois contos de cada coletânea, a tese faz notar a complexa organização estrutural da obra ao indicar como o significado de cada conto se enriquece quando perfilado aos demais de sua coletânea e, sucessivamente, quando se somam Novelas e Desengaños. Tal disposição revela que a obra de Zayas segue um projeto de unidade. Seu cuidadoso planejamento e diligente execução tornam patente que a escritora compete com a invenção de seus contemporâneos, com vistas a granjear a autorização da escrita feminina e o consecutivo ingresso da mulher no círculo dos autores profissionais. Confirmando as freqüentes denúncias de Zayas sobre a depreciação da mulher nas belas letras da primeira metade do século XVII, a tese propõe que a contista faz de sua obra uma réplica ao difundido modelo das pícaras, celestinas e cortesãs. Conseqüentemente, ao representar mulheres que são exemplo de virtude e homens que são motivo de desengano, por causa de seus vícios, a engenhosa autora inverte os paradigmas e incita o leitor a rejeitar a generalizada difamação da mulher, apresentando-lhe persuasivas razões para respeitá-la e dignificá-la. / This paper focuses on the examination of the differences and similarities existing in Novelas amorosas y ejemplares (1637) and its second part, Desengaños amorosos (1647). It also tries to illuminate the connection between the heated arguments that denounce the cultural conventions supporting mans superiority, womans inferiority, and the tragic end of the female characters in Desengaños amorosos. Moreover, it analyzes how the defense of the woman is organized and presented, such defense is a remarkable trait of the collections of writings that had been discussed by the 20th. Century critics, bearing in mind the feminist conductress. Supported on the treatises about ars poetica present in the 17th. Century, on the treatises about behavior, on the philosophical, political and religious doctrines that guided the social practices and the arts of such period, this research shows the aspects that distinguish and, at the same time, join both collections. With this support, it highlights the function of the frame speeches and tales, emphasizing its coherence. Besides, it shows that the defense of the woman is expressed by means of praise to virtue and invective against vices, according to the ethical and religious patterns of the Counter-Reformation, but also relating to the 17th. Century Spanish womens demands. By means of the analysis of the frame and of two short novels of each collection, this paper brings to mind the complex structural organization of the work, while showing how the meaning of each short tale is enriched when it is placed alongside the other stories of its collection and successively, when Novelas and Desengaños are added to. Such organization reveals that the works by Zayas follow a project of unit. Her careful planning and attentive execution makes it clear that the writer competes against the invention of her contemporaries, aiming to receive the authorization of the womens writing and the consequent admission of the woman in the circle of professional authors. Confirming Zayas frequent accusation against womens detraction in the belles-lettres of the 17th. Century first half, the thesis proposes that the short-story writer makes up her own work as a response to the widespread model of female picaroons, celestinas (panderesses) and courtesans. As a consequence, when representing women who are examples of virtue and men who are a reason for disillusion because of their faults, the ingenious writer inverts the paradigms and encourages the reader to reject the generalized slander against women, presenting persuasive reasons for respecting and dignifying them.

[pt] Esta dissertação, observando as interações entre os jogos eletrônicos e a infância, busca compreender como se dão as relações de aprendizagem. Partindo da relevância da linguagem e dos objetos para a consolidação da noção de infância foi proposta uma metodologia de investigação. Voltando o olhar para elementos da interface lúdica procuramos analisar como se opera a produção de sentido na participação do jogo eletrônico pela infância. Para tanto, a partir de uma metodologia que se apoia nos princípios de aprendizagem de Gee realizamos uma pesquisa junto a alunos, da quinta série do ensino fundamental, objetivando estabelecer novos caminhos e fornecer informações que sejam úteis para a relação ensino/aprendizagem. / [en] This thesis, observing the interactions between electronic games and childhood, seeks to understand how learning relationships occur. Based on the relevance of language and objects for consolidation of the notion of childhood, an investigation methodology has been proposed. By looking at interface playful elements, we tried to analyze how the production of meaning operates in the participation of electronic games during childhood. To do so, from a methodology that is based on Gee s learning principles, we conducted a survey with students of the fifth grade of the fundamental school, with the purpose of establishing new paths and provide information relevant to the teaching / learning relationship.

Esta tese tem a preocupação de examinar as diferenças e similaridades entre as Novelas amorosas y ejemplares (1637) e sua segunda parte, Desengaños amorosos (1647). Também busca elucidar a conexão entre os inflamados discursos que denunciam os constructos culturais que sustentam a superioridade do homem e a inferioridade da mulher e o trágico fim das personagens femininas de Desengaños amorosos. Ainda, analisar como se organiza e apresenta a defesa da mulher, traço marcante das coletâneas, que foi discutida pela crítica do século XX a partir das diretrizes do feminismo. Apoiando-se nos tratados de arte poética vigentes no século XVII, nos tratados de conduta, nas doutrinas filosóficas, políticas e religiosas que norteavam as práticas sociais e as artes do período, esta pesquisa mostra os aspectos que distinguem e, concomitantemente, unem as duas coletâneas. Com este suporte, distingue a função dos discursos de moldura e dos contos, assinalando sua coerência. Além disso, demonstra que a defesa da mulher se expressa por meio do elogio à virtude e o vitupério dos vícios, de acordo com os padrões éticos e religiosos da Contra Reforma, mas também em consonância com as reivindicações das mulheres da Espanha seiscentista. Mediante a análise da moldura e de dois contos de cada coletânea, a tese faz notar a complexa organização estrutural da obra ao indicar como o significado de cada conto se enriquece quando perfilado aos demais de sua coletânea e, sucessivamente, quando se somam Novelas e Desengaños. Tal disposição revela que a obra de Zayas segue um projeto de unidade. Seu cuidadoso planejamento e diligente execução tornam patente que a escritora compete com a invenção de seus contemporâneos, com vistas a granjear a autorização da escrita feminina e o consecutivo ingresso da mulher no círculo dos autores profissionais. Confirmando as freqüentes denúncias de Zayas sobre a depreciação da mulher nas belas letras da primeira metade do século XVII, a tese propõe que a contista faz de sua obra uma réplica ao difundido modelo das pícaras, celestinas e cortesãs. Conseqüentemente, ao representar mulheres que são exemplo de virtude e homens que são motivo de desengano, por causa de seus vícios, a engenhosa autora inverte os paradigmas e incita o leitor a rejeitar a generalizada difamação da mulher, apresentando-lhe persuasivas razões para respeitá-la e dignificá-la. / This paper focuses on the examination of the differences and similarities existing in Novelas amorosas y ejemplares (1637) and its second part, Desengaños amorosos (1647). It also tries to illuminate the connection between the heated arguments that denounce the cultural conventions supporting mans superiority, womans inferiority, and the tragic end of the female characters in Desengaños amorosos. Moreover, it analyzes how the defense of the woman is organized and presented, such defense is a remarkable trait of the collections of writings that had been discussed by the 20th. Century critics, bearing in mind the feminist conductress. Supported on the treatises about ars poetica present in the 17th. Century, on the treatises about behavior, on the philosophical, political and religious doctrines that guided the social practices and the arts of such period, this research shows the aspects that distinguish and, at the same time, join both collections. With this support, it highlights the function of the frame speeches and tales, emphasizing its coherence. Besides, it shows that the defense of the woman is expressed by means of praise to virtue and invective against vices, according to the ethical and religious patterns of the Counter-Reformation, but also relating to the 17th. Century Spanish womens demands. By means of the analysis of the frame and of two short novels of each collection, this paper brings to mind the complex structural organization of the work, while showing how the meaning of each short tale is enriched when it is placed alongside the other stories of its collection and successively, when Novelas and Desengaños are added to. Such organization reveals that the works by Zayas follow a project of unit. Her careful planning and attentive execution makes it clear that the writer competes against the invention of her contemporaries, aiming to receive the authorization of the womens writing and the consequent admission of the woman in the circle of professional authors. Confirming Zayas frequent accusation against womens detraction in the belles-lettres of the 17th. Century first half, the thesis proposes that the short-story writer makes up her own work as a response to the widespread model of female picaroons, celestinas (panderesses) and courtesans. As a consequence, when representing women who are examples of virtue and men who are a reason for disillusion because of their faults, the ingenious writer inverts the paradigms and encourages the reader to reject the generalized slander against women, presenting persuasive reasons for respecting and dignifying them.

This thesis is a study of the shifting philosophical trends in the works of Samuel Beckett, Donald Barthelme, and Kurt Vonnegut as representations of a greater shift from modernism to postmodernism. I have chosen to explore Beckett's plays Waiting for Godot and Krapp's Last Tape, Barthelme's short stories "Nothing: A Preliminary Account," "The New Music," and "Kierkegaard Unfair to Schlegal," and Vonnegut's book Timequake to see how each author seeks to find a new hope in the face of a collapsed causal system. This work is an examination of the form and content of each author's work as it pertains to their own philosophical standing and in relation to the other two authors' works. I argue that each author finds a different hope for humanity depending on their place among the philosophical trends during their time. / Graduation date: 2012