Purpose: The purpose of this paper is to create an understanding of how customer engagement, communication / interaction and customer insight are driving forces behind the use of Social CRM from a leadership perspective. Method: The purpose of the study, we believed it was appropriate to use a qualitative approach to conduct the study. The empirical data were collected through semi-structured interviews. The sample consisted of 10 companies located in the Gävle area who are active on social media. The interviews were coded to obtain keywords and patterns. These patterns and keywords are then analyzed to arrive at the study's results. Results and contributions: Our results suggest that all the identified benefits, customer engagement, customer insight and communication are driving forces to make use of social CRM. However, they are used to different extents with different purposes. The two main drivers are customer engagement and communication. Customer insight is the driving force that is used least extensively and least consciously. Our investigation has confirmed much of the already existing research in this area but also highlighted that all driving forces do not have the same priority. Our study contributes to a better understanding of the driving forces behind the use of social CRM.

Submitted by Cleide Dantas (cleidedantas@ufpa.br) on 2014-05-06T13:04:13Z No. of bitstreams: 2 license_rdf: 23898 bytes, checksum: e363e809996cf46ada20da1accfcd9c7 (MD5) Tese_TransferenciaAprendizagemUso.pdf: 3197853 bytes, checksum: 12bbdf9286b13dceb109056885758a54 (MD5) / Approved for entry into archive by Ana Rosa Silva (arosa@ufpa.br) on 2014-05-12T16:22:41Z (GMT) No. of bitstreams: 2 license_rdf: 23898 bytes, checksum: e363e809996cf46ada20da1accfcd9c7 (MD5) Tese_TransferenciaAprendizagemUso.pdf: 3197853 bytes, checksum: 12bbdf9286b13dceb109056885758a54 (MD5) / Made available in DSpace on 2014-05-12T16:22:41Z (GMT). No. of bitstreams: 2 license_rdf: 23898 bytes, checksum: e363e809996cf46ada20da1accfcd9c7 (MD5) Tese_TransferenciaAprendizagemUso.pdf: 3197853 bytes, checksum: 12bbdf9286b13dceb109056885758a54 (MD5) Previous issue date: 2011 / CAPES - Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Estudiosos questionam se a proficiência de macacos-prego (Cebus spp.) no uso de objetos como ferramentas, seria fruto de descobertas arbitrárias decorrentes dos frequentes comportamentos exploratórios desses primatas ou se seria devida à compreensão da função das ferramentas. Considerando que tais animais são capazes de modificar, transportar e fabricar ferramentas é possível propor que algum nível de compreensão esteja envolvido, ainda que não seja desvinculado de sua história de vida e sim construído a partir de uma série de interações com situações relevantes para a aquisição de um repertório generalizado de uso de ferramentas. A fim de investigar tal proposta foi realizada uma série de experimentos com dois grupos de macacos-prego (Cebus cf. apella) em que foi manipulada a história experimental desses animais. Todos os sujeitos passaram por repetidas exposições a um problema em que deveriam encaixar seis blocos de brinquedo para construir uma torre, usá-la para ter acesso a uma vareta distante, com essa vareta chegar a uma segunda vareta e encaixá-las formando uma haste longa o suficiente para permitir a recolha de pelotas de alimento em um equipamento. Enquanto dois sujeitos foram repetidamente expostos ao referido problema sem receber nenhum treino adicional, outros dois sujeitos tiveram uma rica história experimental construída, passando pelo treino em tarefas indiretamente relacionadas ao problema final entre as reapresentações do mesmo. Os sujeitos do primeiro grupo não foram capazes de resolver o problema, ao passo que os do segundo grupo o fizeram, ainda que não tenham sido diretamente treinados a isso. Concluiu-se que uma história relevante é fundamental para a chamada compreensão da solução de um problema e que essa compreensão ou insight são processos comportamentais adaptativos, em que habilidades aprendidas em um contexto específicosão transferidas para novos contextos a partir de processos básicos como a Generalização de Estímulos, a Generalização Funcional e o Learning Set. / Researchers have been inquiring whether capuchin monkeys (Cebus spp.) tool use proficiency is a result of arbitrary discoveries resulting of exploratory behaviors that are frequent in these primates or is a result of the understanding of the tool function. Considering that these animals may modify, transport and fabricate tools, it is possible to propose that some level of understanding is involved, although related to the life history and built through a series of interactions with situations which are relevant to acquisition of a generalized repertoire of tool use. Aiming to investigate this proposal, a series of experiments with two groups of capuchin monkeys (Cebus cf. apella) was made, with the manipulation of the experimental history of these animals. All subjects were exposed repeatedly to a problem in which they should assembly six plastic blocks to build a tower, use it to reach a stick, with that stick reaching a second stick further distant, assembly the two sticks into a longer one and with that flip containers, dropping and obtaining food pellets. While two subjects were repeatedly exposed to that problem without any additional training, other two subjects were exposed, between exposures to the problem itself, to a rich experimental history of indirectly related tasks. The subjects of the first group were not able to solve the problem, but the subjects of the second group did it, although without direct training. It was concluded that a previous relevant history is essential to the so-called understanding of the solution of the problem and that this understanding or insight is an adaptive behavioral process, in which the learned skills are transferred to new contexts by basic behavioral processes as stimulus generalization, functional generalization and learning-set.

<p><font face="Arial"> <p align="left">The aim of this study is to compare proximal caries depth on unenhanced storage phosphor plate images and conventional film images. The phosphor plate images were then copied by increasing and decreasing both contrast and brightness respectively. The enhanced phosphor plate images were compared with the unenhanced storage phosphor plate images and conventional film images for the detection of proximal caries diagnosis.</p> </font></p>

<p><font face="Arial"> <p align="left">The aim of this study is to compare proximal caries depth on unenhanced storage phosphor plate images and conventional film images. The phosphor plate images were then copied by increasing and decreasing both contrast and brightness respectively. The enhanced phosphor plate images were compared with the unenhanced storage phosphor plate images and conventional film images for the detection of proximal caries diagnosis.</p> </font></p>

The purpose of this study was to see how meaningful and practically challenging a combined and structured arts therapy approach can be for an island-style counselling scenario. The overarching rationale with this particular arts therapy approach was to enable the client to gain self-insight by means of constructing a holistic view of present concerns and aspirations by capturing them in personal, functional and professional-looking artefacts conveying relevant self-messages. The client self-generated the content of each exercise, according to a manual and strategic interventions, and was guided by the counsellor in the user-friendly application of the arts. Apart from the unique combination of arts therapies in this study, another factor that may contribute to counselling practice is the attempt to make use of video as a non-threatening integrating medium. Throughout the process, the client made rehearsed video appearances to consolidate personal gains. At the end of the counselling process, the respondent enjoyed an “objective” screening of the process and he left with the personal constructs, a video tape and a CD-Rom application of the recorded process. The literature study reveals the numerous techniques, exercises and most common combinations spread across the domain of the 26 expressive modalities that were scrutinised to gain insight into this vast field. The empirical process revealed that it is possible to utilise the arts therapy approach meaningfully to enable a client to build a “visual narrative”. To optmise the potential this approach holds, the environment facilitating the process needs to be adequately equipped and the counsellor needs to be skilled in the application of particular electronic media or, alternatively, a group of experts need to co-operate. / Dissertation (MEd (Learning Support, Guidance and Counselling))--University of Pretoria, 2005. / Educational Psychology / unrestricted

In the last fifteen to twenty years there has been increasing agreement about the phenomenon of insight, but a clear mechanism for insight is not yet understood. The present study examines nine different approaches to the experience of insight: the holistic approach of gestalt psychology; the existential approach of phenomenological psychology; the puzzle-problem approach of cognitive psychology; the creative approach of genius, dreams, design and invention; the representational approach of models; the case-study approach of great minds; the metaphors-of-mind approach; the intersubjective approach of psychotherapy, and the body-mind-spirit continuum approach of spirituality to insight. The distinctive value of this qualitative research lies in the opportunity to interview the research participants to get rich descriptions, not only about their experiences of significant insight and the conditions under which they occurred, but also to investigate the results of their insights. Archbishop Emeritus Desmond Tutu’s insight, in prayer before the Soweto Uprising, resulted in him writing a historic letter of warning to the Prime Minister. Debbie Brown had a series of insights in therapy and while listening to music, about responding to her husband’s long-term infidelity; the results were totally unexpected and expressed in a contemporaneous e-mail. Sir Roger Penrose’s experience of insight was subliminal as he crossed a road and needed to be re-membered later from a lingering feeling of elation; it resulted in a scientific proof about black holes. Tony Grogan’s insights and associations occurred while scanning the news and were expressed in a socio-political cartoon form for the Cape Times newspaper. The particular findings include the necessity for awareness and disposition of openness, the importance of confronting and containing the problematic raw material, and the significance of the moments of ‘impact’ and ‘interpreting’. Insight is seen as crucial to the quality of understanding, transcending the usual or dominant way of seeing things, as key to a self-actualising process and as self-authenticating yet tested in the public realm. At each occurrence of insight understanding develops and action is enabled. The relationship between insight and sight, foresight and humour, is discussed. The qualitative research findings are considered in relation to recent neurobiological research. / Thesis (PhD)--University of Pretoria, 2010. / Psychology / unrestricted

Food waste has implications for the people, the planet, and profits. It presents a global problem which normally requires a local solution. Around 6% of the global food loss occurs in Latin America. However, the region lacks a clear strategy to address the issue, which is also true at the national level for countries such as Guatemala. Furthermore, the perception of different actors in the country towards food waste and its management remains unknown. The aim of this research is to explore on the attitudes towards food waste that might exist in the country by focusing on the restaurant sector with the objective of producing a holistic understanding of the issue. Concentration on the restaurant sector provides additional information of the matter, on a sector that shows limited research on it. To fulfill this objective, a case study was conducted, one that involved the participation of three actors directly related to restaurants as either managers or owners and an actor involved in the Municipality of Guatemala City. The research utilized semi-structured interviews and a review of the literature available on the subject as means of data gathering. The analysis was supported using the Triple Bottom Line Framework, a Positional Analysis ideology, the Sustainable Development Goals and the EU Waste Framework Directive. The results showed varied perceptions from the actors on the categorization of food waste, although impacts on an economic, environmental, and social dimension derived from food waste were acknowledged by all of them; being the latter the most prominent. For the actors, the generation of food waste was significant at the customer level, but was also influenced by the type of service provided by the restaurants. Additionally, the approaches selected by them to either directly or indirectly manage food waste covered a vast range of actions. Finally, the actors understood as key for addressing the food waste issue, the raising of awareness on the subject.

Commercial communications is often accused of stereotyping when picturing women in commercials. To certain extent women expect and ask for "better and easier world" when it comes to advertising. In many cases however women tend to feel simplified. Both from advertising theory and practice insight is crucial for advertising to resonate with its target audience. If the communication is built on well-chosen insight the consumer gets a feeling that the brand understands him better. The main task of this work is thus to give insight into the mind of women as consumers and to find out how women perceive themselves in commercial communication. Two levels, theoretical and practical, are distinguished within this task that were later transformed into specific goals. Foreign literature gives evidence that insight is actually important part of both advertising theory and practice. No literature maps the attitude of practitioners in advertising in the Czech republic. Therefore the first goal is to map the role and understanding of insight in the Czech republic. To research this topic 12 in-depth interviews with advertisers and practitioners from communication and research agencies were executed. The in-depth interviews confirm the importance of insight also in the Czech republic. Second specific goal of the thesis is to map what kind of advertising Czech women consider as insightful. For the research purposes the insightfulness of communication is transformed into self-identification with media and commercial content. In the first part of this research respondents were asked to come up with content that evokes a feeling of understanding and self-identification. The research also verifies two hypotheses. H1: Stereotypes in advertising bother women. H2: Insights created in foreign countries can be applied in the Czech market. 200 women were interviewed through online questionnaire. As a stimuli television commercials with chosen parameters were used. It was found out that the self-identification with media content came through the identification with the main heroine, identification with realistic situations and through humour. The first hypothesis is not confirmed by the research. Women were not really bothered by stereotypes in advertising according to the research. The second hypothesis is not confirmed either. Foreign insights cannot be automatically used in the Czech market. There are national and cultural differences that need to be taken into account. The thesis is divided into 7 chapters including the introduction and the summary. The benefit of this work on the theoretical level is seen in mapping the topic in its complexity. The practical contribution is seen in how the work assesses insights, its creation but also expectations of the subjects in the market.

Diese Arbeit verbindet zwei Publikationen, die sich mit beeinträchtigter Krankheitseinsicht (Anosognosie) bei Patienten mit Alzheimer-Demenz (AD) befassen, sowie mit den Erfassungsmethoden und der Frage, ob Anosognosie bestimmte Bereiche besonders betrifft. Die erste Veröffentlichung stellt die Ergebnisse einer systematischen Literaturübersicht zum Forschungsstand zu Anosognosie bei AD und zu den verschiedenen Erfassungsmethoden für die Krankheitseinsicht von AD-Patienten dar. In der zweiten Publikation sind die Ergebnisse einer empirischen Studie zur Anosognosie bei Patienten mit leichter AD veröffentlicht. Die Ergebnisse dieser Studie weisen zum einen darauf hin, dass die drei Erfassungsmethoden für Anosognosie (klinisches Urteil, Diskrepanz zwischen Selbst- und Fremdeinschätzung, Diskrepanz zwischen Selbsteinschätzung und Testleistung) teils unterschiedliche Facetten der Selbsteinschätzung abbilden. Zum anderen deuten die Befunde darauf hin, dass Unterschiede zwischen den Diskrepanzen zwischen Selbst- und Fremdeinschätzung in verschiedenen Symptombereichen maßgeblich auf unterschiedliche Grade der Beeinträchtigung zurückzuführen sind und nicht Ausdruck einer domänenspezifischen Ausprägung der Einsichtsfähigkeit bei AD-Patienten sind. Diese Studienergebnisse werden in der vorliegenden Arbeit im Zusammenhang mit Erklärungsansätzen für Anosognosie bei AD diskutiert.

Reports from academic, commercial, and government organizations have documented software-intensive system cost and schedule overruns for decades. These reports have identified lack of management insight into the software development process as one of many contributing factors. Multiple management mechanisms exist. However, these mechanisms do not support the assessment, and subsequent reporting, of software completion status. Additionally, the conceptual framework, based on industry standards, is limited in its relevance to this study due to an emphasis on what is needed while deferring implementation details. The purpose of this phenomenological study was to explore U.S. government contractors' lived experiences of assessing and reporting software completion status with current measurement mechanisms. Twenty program or project managers responded to interview questions targeting positive and challenging experiences with current measurement mechanisms. Qualitative analysis of the experiential data was based on open and axial coding conducted on interview transcripts. Analysis indicated that costly resources are applied to metrics that do not provide the required level of management insight into completion status. These findings have positive social change implications for program managers, project managers, and researchers by documenting the need to develop relevant and cost-efficient status metrics to provide the critical insight required by management to reduce overruns.