Thesis (Ph. D.)--Columbia University, 1925. / Vita. Includes bibliographical references (p. 135).

Thesis (M. S.)--Architecture, Georgia Institute of Technology, 2007. / Ringholz, David, Committee Chair ; Chung, Wayne, Committee Member ; Johnson, Jennie, Committee Member.

The evaluation and understanding of customers’ service quality perception has been a topic of major interest for academics and practitioners since the 1980s. Despite this intense research focus, there is a gap in understanding service quality in multichannel settings. This is surprising, since multichannel service systems have become increasingly important with the rise of E-commerce. The overall aim of this study, therefore, is to contribute to the interpretation of multichannel service quality by explaining it from the perspective of so-called ‘multichannel customers’. The study looks at interactions when purchasing a fashion product at a multichannel retailer with the aim of conceptualising service quality in a multichannel fashion retail context. Therefore, the study considers extant service quality research from traditional, electronic, and multichannel settings. The perspective of the current study is different from mainstream positivist service quality research, which sees service quality as static, objectively measurable and dualistic. This study, however, acknowledges service quality as a dynamic, subjective and pluralistic phenomenon. Following this line of argument, the study postulates the existence of multiple realities as consistent with social constructivism. Therefore, the current study investigates the service quality perceptions of experienced multichannel customers. Perceptions are considered to be the meaning that these customers give to their service experiences. The current study indicates that the customers’ perceptions of service quality in multichannel settings imply some fundamental uniqueness. This study proposes a holistic conceptualisation of multichannel customers’ service quality perception by considering (1) the heterogeneity of multichannel customers and (2) all moments of contact between customer and retailer. The proposed framework contributes to research about service quality with a theoretical interpretation of the phenomenon.

This thesis presents a conceptual model of the nature/interaction of internal factors shaping individual ethnic minority micro-enterprise owners’ response to external threats in the business environment aimed to assist business support agencies developing/targeting appropriate help/support to enhance business development. Focus of the empirical research is Edinburgh Pakistani community owned convenience stores, as the failure to survive will adversely affect this community disproportionately reliant on the c-store sector and provision of related local social and economic benefits. The intangible influences on business approaches (education, experience, access to finance/business advice, personal values, goals, motivation, role models and cultural background) demands a qualitative, postmodern constructivist methodology, utilising social science adaptive grounded theory methods for sample selection, data collection/management, and theory generation. The initial conceptual model emerging from constant comparison analysis of qualitative interviews with a theoretical sample of 21 Edinburgh Pakistani c-store owners indicates key internal factors as start-up motivation, cultural influences and changing aspirations, awareness and acknowledgement of these influences on predominantly reactive responses to trading challenges varying widely. Comparison with wider ethnic minority/micro-enterprise research develops a conceptual model of the interacting internal barriers to minority community micro-enterprise development. Within any minority community and/or micro-business sector the owner’s response to changing business environments is shaped by three factors: motivation for self-employment and changing sojourner mentality; cultural influences and depth of social embeddedness; and generational aspirations and degree of economic embeddedness in the mainstream community. By taking the complex, multi-layered, individual, dynamic nature of these factors into account when developing and marketing business advice, support agencies can design and deliver products and services relevant to specific needs and resource availability. Raising owners’ awareness of the factors influencing business decisions will increase the potential for micro-enterprises to react proactively to external threats, with related benefits to individual owners, minority populations and the local community.

The research described in this thesis is an interpretative approach to exploring fashion consumption behaviour through applying a sustainability lens, underpinned by tenets of value. The research adopts existential phenomenology to explores the lived experience of mothers who work in a professional occupation, whereby lifeworlds which encourage intentions to adopt sustainability are juxtaposed within a myriad of lifeworld restrictions. The theoretical underpinning of the research assumes that consumers seek value in their consumption, whereby underlying tensions result in value trade-offs. As the research focus is to determine perceptions of fashion with the inclusion of sustainability, the participants evaluate a number of value types such as aesthetics versus ethics, price, quality, accessibility, altruism and guilt. The research identifies that situational values are focal; the immediacy of those consumer values contradict their detachment to production implications. Due to the dearth of information that can be meaningfully evaluated, the participants attempted to incorporate heuristic propensities to avoid fashion consumption which misaligned with their moral sentiment. Transferring sustainable principles from other consumption contexts to fashion resulted in uncertainty as to why sustainability was compromised and illustrated a reduced consciousness of what constitutes fashion production, including debating the implications of production on both the environment and for garment-workers. This dissimilarity contrasts with empowerment to adopt sustainability in other contexts situations, where value was maximised in networks sharing childrenfs clothing, reusing plastic bags and recycling behaviours. Conclusions include that consumers can expedite fashion sustainability with meaningful guidance, supporting facilities and assurance of the positive consequences of sustainable behaviours.

The incidence of paediatric coeliac disease (CD) is rising globally. It is uncertain whether this is attributed to improved case ascertainment or signifies a true rise in numbers. Geographical variation in incidence has also been reported in some European countries, although it is not known whether regional differences present in Scotland. Furthermore, data on the management of children diagnosed with CD in Scotland is lacking. The cornerstone of CD treatment is a strict gluten-free diet (GFD). Adherence may reduce risk of future complications including osteoporosis, malignancy and fertility difficulties. Nonetheless, the GFD is known to be particularly challenging during adolescence and may be nutritionally inadequate. Limited adolescent research addresses factors associated with adherence to the GFD, the diet’s nutritional quality or effect on health-related quality of life (HRQoL). Retrospective longitudinal and prospective regional trends in age-sex standardised incidence of childhood CD (≤16 years) in Scotland were determined. Data on case presentation, reasons for diagnosis and the management of newly diagnosed children were collected. A cross-sectional study was undertaken to identify adherence to the GFD in Scottish adolescents with CD (11-18 years) using a short validated questionnaire. A further questionnaire was developed to identify factors associated with adherence to the GFD. Teenagers’ energy and nutrient intakes were compared to Dietary Reference Values (DRVs) and a healthy, age-matched control group. Generic and disease-specific HRQoL indices were compared between adherent teenagers, non-adherent teenagers and age-matched controls. The incidence of paediatric CD in Scotland between 01.09.09 and 31.08.10 was 10.0/100,000/yr. Incidence in the East was 16.3, West 8.1 and North 7.7. More than twice the incidence of cases were diagnosed due to active screening in the East (4.6) compared to the West (2.0) and North (1.3), as was the incidence of classical cases. Significantly more CD diagnostic antibody tests were performed per head of population in the East compared to the West (OR 1.65, 95% CI 1.57-1.73) and North (OR 1.81 95% CI 1.70-1.92). The incidence of childhood CD rose from 1.8 (95% CI 1.1-2.7) to 11.7 (95% CI 9.8-13.9) per 100,000 from 1990-1994 to 2005-2009, respectively (p<0.0001). The incidence of non-classical and actively screened cases increased 1467% (p<0.05) and 1100% (p<0.001) from 1990-1999 to 2000-2009, respectively. A significant rise in the incidence of Oslo classical cases from 1.51 (95% CI 0.91-2.38) in 1990-1994 to 5.22 (95% CI 3.98-6.75) in 2005-2009 (p<0.01) remained. A number of differences in the dietetic management of newly diagnosed children were observed between a regional (multidisciplinary team) and a district general (dietetic-led) clinic. Differences in the management of dietary concerns as well as the type of education and resources provided were reported. Sixteen participants were categorised as non-adherent to the GFD in the adolescent study (41%; 0/7 boys, 16/32 girls). Male gender, being a member of a CD support group, ability to follow a GFD on holiday, when traveling and at social and special events were associated with better adherence to the GFD (p<0.05). Never checking food labels was associated with poorer adherence. Compared to controls, boys and girls with CD had higher median energy intakes (p<0.05). Mean percentage energy intake from protein, saturated fat and non-milk extrinsic sugar was significantly higher in the CD group compared to controls and DRVs (p<0.05). Ten (34%) girls with CD II had estimated iron intakes below the Lower Reference Nutrient Intake (LRNI). This was not significantly different compared to NDNS data (44% <LRNI) (p>0.05). Adherent adolescents had significantly better generic HRQoL scores for the domains ‘physical health’ and ‘self perception’ compared to non-adherent teenagers and controls (p<0.05). Evidence of more actively screened cases and more antibody tests performed in the East suggests the higher incidence observed may be due to a lower threshold to test. An environmental influence cannot be dismissed since more classic cases were also captured. The incidence of pediatric CD increased 6.4-fold over the 20 years studied. This rise is significant for classic CD, indicating a true rise in incidence. Further research is needed to highlight the role of exogenous factors in CD development and whether differences in management affect disease outcomes. A number of factors appear to be associated with adherence to the GFD in Scottish adolescents and dietary intakes were of concern regarding the distribution from different macronutrients. The results imply that HRQoL should be monitored alongside adherence in this population. Further studies are required to identify independent predictors of adherence, the nutritional status of teenagers following a GFD and to ascertain whether poor HRQoL is a cause or effect of non-adherence.

This thesis is an exploratory study into the decision-making process of Latin American migrants in the United Kingdom identifying common trends in the factors that drive the formation of migrant enclave economies, including the decisions to migrate, start a business and strategies to resource it from within the network. For the past fifteen years Latin American migration to the UK has steadily grown in numbers and unlike their predecessors who came to the UK as political refugees, these individuals are mostly economic migrants attracted by the low levels of unemployment and earnings which they can remit to their families in their countries of origin. This community like many other new migrant groups in the UK remains largely under-researched and ‘invisible’ therefore vulnerable to exclusion, discrimination and exploitation. Using a qualitative methodological approach including 20 in-depth interviews and 113 completed surveys, this research found evidence in the Latin American migrants of a process of arrival and settlement in which there is a dependency on informal networks through migration, business formation, and access to economic and financial resources. The research found that Latin American migrants followed a ‘herding’ attitude in terms of their dependency on the networks for information, resources and decision-making in general. This reduced the risks involved in migration and the difficulties finding sources of income. Outside of the network’s span of control Latin American migrants were found to have perceptions of discrimination given the economic opportunities available to them mostly in low-wage, manual service jobs. Their common assumption is that this is due to local indifference towards their overseas references and accreditations, their limited English skills or heavily accented pronunciation, or in a few cases prejudices towards foreigners. While the network played a central role in providing information and resources for the decisions, the herding effect caused by perceptions of barriers to opportunities both at their home country and destination were found to be the key driver for migrating, starting a business, and finding the necessary resources. The findings of this research are limited by the ‘invisibility’ of the Latin American community in the UK: the representativeness of the sample is unknown given there are no records or data on the overall number of Latin American merchants in the UK. Also, since the migration and legal status of these individuals and their ventures is also unknown, it is difficult to validate the information provided by the subjects interviewed and surveyed. The key conclusion for policy makers from these limited findings is that immigration into the UK from Latin America appears to be a process driven by group decisions and shaped by the information and resources of transnational informal networks. To influence it, they must first engage the community in the UK and manage the expectations of potential migrants by taking a more active role in the transfer of information through informal networks.

El presente proyecto fundamenta y propone una política pública de fomento a las buenas prácticas de aprovisionamiento de grandes empresas. Si bien se ejemplifica y sostienen argumentos en función de la industria del comercio minorista -especialmente supermercados-, la aplicación de las propuestas aquí incluidas excede con creces dicho ámbito. El problema que aborda este proyecto es la relación vertical conflictiva e ineficiente entre grandes empresas y sus proveedores, particularmente aquellos de menor tamaño. Más específicamente, se muestran los perjuicios del ejercicio de poder de compra de dichas firmas, que extrae excedentes de los proveedores y provoca un nivel de desarrollo subóptimo en muchos de ellos. Esto produce un efecto que merma el nivel de satisfacción del cliente final, a la vez que perjudica el desarrollo de las empresas de menor tamaño y del emprendimiento. Por consiguiente, afecta negativamente el empleo y desarrollo económico del país. La propuesta tiene su origen más básico en la hipótesis que sostiene que los agentes económicos tienen interés en muchos atributos no verificables a priori en los bienes y servicios que intercambian en una relación o contrato comercial. En este caso particular, los proveedores requieren información para enfrentar este caso de selección adversa, pues desconocen los pormenores de precios y condiciones de post venta fijadas por las empresas demandantes. Luego, la certificación voluntaria de este tipo de atributos –en este caso, las buenas prácticas de aprovisionamiento- asiste la toma de decisiones del proveedor, a la vez que permite una diferenciación de la empresa demandante y de sus servicios, así como a una mejor captación de clientes y proveedores. Se entregan variados argumentos conceptuales, analíticos y empíricos que avalan la generación de este sistema. Entre ellos, abundante experiencia internacional que, frente a situaciones similares, ha optado por esta vía. La estrategia propuesta sugiere no innovar en regulaciones que obliguen a las empresas a adoptar prácticas exigentes en dichas materias. En cambio, propone un código de adscripción voluntaria como herramienta de certificación y promoción de dichas buenas prácticas. Finalmente, a modo de conclusión, se hacen dos aseveraciones fundamentales. Primero, que Chile se encuentra en un escenario proclive para incorporar un código de adscripción voluntaria que incentive las buenas prácticas de aprovisionamiento y asista la toma de decisiones de los proveedores. Y segundo, que la certificación de atributos no verificables vía consumo es una potente herramienta cuya extensión y alcance debe explorarse y estudiarse profundamente para incorporarla más genéricamente en diversas áreas de la economía.

Memoria para optar al título de periodista / La mañana del 17 de diciembre de 2009, Horst Paulmann lucía nervioso e impaciente. Vestido con un terno impecable y usando un casco plateado, miraba constantemente a su alrededor, mientras sostenía otro casco igual entre las manos. El que debía llevar el resto de los presentes ese día era blanco. El desayuno para los invitados y la prensa —que había sido citada a las 9 en punto de la mañana en Costanera Center— ya estaba servido. Sus hijos Heike, Peter y Manfred (actual vicepresidente de la compañía) compartían con otros altos ejecutivos de Cencosud y autoridades como el alcalde de Providencia, Cristián Labbé, y el de Vitacura, Raúl Torrealba. También estaban presentes las ministras del Trabajo y de la Vivienda, el ministro de Obras Públicas, el senador Pablo Longueira, el ex presidente de la Cámara Baja, Rodrigo Álvarez, y Lorenzo Constans, el presidente de la Cámara de la Construcción. Pero la invitada más importante no había llegado. Era un día crucial: el que Paulmann había escogido para reiniciar los trabajos en el proyecto más emblemático de su compañía, que prometía cambiarle la cara al sector oriente de la capital y en el que ya se habían invertido cerca de 250 millones de dólares. Las obras estaban detenidas desde hacía casi un año, pero una semana antes de la primera vuelta presidencial de diciembre de 2009 Paulmann sorprendió al anunciar que éstas serían reanudadas. En conferencia de prensa, señaló que la ceremonia se había fijado a propósito antes de las elecciones para que “nadie dijera que había sido gracias a Frei, Marco o Piñera”. El anuncio estaba precedido por un cruce de declaraciones y mensajes enviados a través de la prensa entre el ministro de Obras Públicas, Sergio Bitar,y el empresario. En diversas notas de prensa, se responsabilizaban mutuamente por el retraso en el reinicio de los trabajos, a la vez que daban señales de que las conversaciones entre gobierno y la compañía llevarían prontamente a un acuerdo.

En el 2014 de acuerdo al INEI se cerraron 163,279 empresas 6.7% más que en el 2013, el 34% de las empresas cerradas correspondían al Sector Comercio, en el mismo Año se abrieron 262,973 empresas, lo que quiere decir que el 62% de las compañías que abrieron no tuvieron éxito y tuvieron que cerrar. El presente trabajo está orientado a tratar de responder algunas de las preguntas que se hacen mucho Gerentes de las compañías no solo en Perú sino en el mundo: ¿que tenemos que hacer para Maximizar el valor o la Rentabilidad de la compañía? ¿Como crear valor de manera sostenible en el Tiempo? ¿Como transmitir los Objetivos establecidos por los Directores o Gerentes a la Compañía? La metodología que se utilizó para tratar de responder a estas necesidades fue el Cuadro de Mando Integral el cual proporciona a la gerencia y a los directivos un amplio marco que traduce la Visión y estrategia de la empresa en un conjunto coherente de indicadores de actuación; utiliza las mediciones para informar a los empleados sobre los objetivos a cumplir y que llevarán a la empresa a cumplir lo declarado en la Misión y Visión. El Cuadro de Mando Integral despierta gran interés entre directivos y empresarios hasta el punto que se considera uno de los temas más importantes del modelo de planificación y gestión. Esta herramienta contribuye a la resolución de problemas que tienen las empresas y que preocupan a sus directivos. Una de las razones es su estricto enfoque hacia la maximización del beneficio empresarial haciendo el mejor uso posible de los recursos disponibles. Las organizaciones se están dando cuenta que ya no pueden seguir dirigiendo solo con medidas financieras, sino que también otras medidas como es la calidad, la velocidad de las respuestas, medidas enfocadas externamente como la satisfacción del cliente y empleados, el desarrollo de nuevos productos y el crecimiento de la empresa, características que son fundamentales en las organizaciones y de ahí que tiene importancia su medición. La empresa materia de estudio es una empresa real que por motivos de confidencialidad se le ha llamado “Retail Perú SA”. El desarrollo del trabajo comienza con una descripción de la empresa los canales de distribución, así como los tipos de producto que comercializa y la declaración de la Misión y Visión. Luego se hace un diagnostico de la coyuntura, situación y proyección del crecimiento del País, seguidamente se analiza el Sector que es donde se desarrolla la empresa que es materia de estudio: el Sector Retail, se analiza la situación mundial y del Perú específicamente, para ello se utilizan herramientas como las Cinco Fuerza competitivas de Porter y el FODA. A continuación se trabajó el Marco teórico del Cuadro de mando considerando las 4 perspectivas, Mapas estratégicos, Iniciativas estratégicas e Indicadores y finamente se aplica la metodología a la Empresa Retail Perú SA con el fin de Mejorar la Rentabilidad y lograr sostenibilidad en el Tiempo.