Certamente, uma palavra de destaque em gestão é inovação. Entretanto, sua compreensão ainda se dá predominantemente sob uma perspectiva tecnológica, portanto com um produto manufaturado como elemento central. Dessa forma, setores relevantes da economia de um país, como os serviços, muitas vezes apresentam dificuldades em compreender e aplicar a inovação em seu ambiente de negócios. Estudar o ambiente de negócios em serviços é estudar os sistemas de serviços nele existentes. Nesta tese, o autor desenvolve uma melhor compreensão sobre o tema inovação em serviços e propõe um modelo a partir da perspectiva do marketing de serviços. O trabalho de pesquisa tem início com uma revisão teórica em cinco grandes temas: (i) inovação, (ii) inovação em serviços, (iii) inovação sob a perspectiva do marketing, (iv) marketing de serviços e (v) inovação a partir da perspectiva do marketing de serviços. Por intermédio da revisão teórica, dez categorias de análise foram identificadas, sendo utilizadas na composição de um roteiro de pesquisa semiestruturado, posteriormente aplicado em campo. A metodologia de pesquisa selecionada é do tipo exploratória, com abordagem qualitativa, e a organização estudada foi o Costão do Santinho - Resort, Golf e Spa, localizado em Florianópolis, Santa Catarina, caracterizando assim um Estudo de Caso Único Integrado. As fontes de evidência utilizadas foram de entrevistador observador, entrevistas em profundidade com os gestores, documentação e evidência física. No desenvolvimento do estudo, dez categorias de análise detalham o caso e, por meio delas, há a proposição de um modelo de inovação em serviços a partir da perspectiva do marketing de serviços. Nas conclusões, o autor apresenta as contribuições do estudo, assim como identifica as limitações de campo e faz sugestões para estudos futuros. / Certainly, the word \"innovation\" is highlighted in management. However, one´s understanding about it has come predominantly from a technological perspective and, therefore, having a manufactured product as the central element. Thus, managers from industries that are relevant to the economy of countries, such as services, often have difficulties in understanding and applying innovation to their businesses\' environments. And studying the business environments in the service industry is to study the service systems within them. In this thesis, the author develops a better comprehension on the subject of service innovation and proposes a framework from the perspective of service marketing. It starts with a theoretical review of five large topics: (i) innovation; (ii) service innovation; (iii) innovation from a marketing perspective; (iv) service marketing and (v) innovation from a perspective of service marketing. As a result of the theoretical review, ten categories for analysis were identified, which were then used for creating a semi-structured interview guide that latter was applied into field research. The methodology used was that of an exploratory research and a qualitative approach. The organization studied was Costao do Santinho - Resort, Golf and Spa, located in Florianopolis, in the State of Santa Catarina, what categorizes the research as a Single Integrated Case Study. The sources of evidence used were in-depth interviews with managers, observing interviews, documentation and physical evidence. Along the thesis, the case is detailed into ten categories of analysis and, through them, the author proposes a framework for service innovation from a service marketing perspective. The author concludes by presenting the contributions of the study as well as by identifying its field limitations and suggestions for further studies.

by Yue Ping Zhang. / Publication date from spine. / Thesis (Ph.D.)--Chinese University of Hong Kong, 1995. / Includes bibliographical references (leaves 194-200). / DEDICATION / ACKNOWLEDGMENTS / Chapter / Chapter 1. --- Introduction --- p.1 / Chapter 1.1 --- Brief Description of Tunnels --- p.1 / Chapter 1.2 --- Review of Tunnel Imperfect Waveguide Models --- p.2 / Chapter 1.3 --- Review of Tunnel Geometrical Optical Model --- p.4 / Chapter 1.4 --- Review of Tunnel Propagation Experimental Results --- p.6 / Chapter 1.5 --- Review of Existing Tunnel UHF Radio Communication Systems --- p.13 / Chapter 1.6 --- Statement of Problems to be Studied --- p.15 / Chapter 1.7 --- Organization --- p.15 / Chapter 2 --- Propagation in Empty Tunnels --- p.18 / Chapter 2.1 --- Introduction --- p.18 / Chapter 2.2 --- Propagation in Empty Tunnels --- p.18 / Chapter 2.2.1 --- The Imperfect Empty Straight Rectangular Waveguide Model --- p.19 / Chapter 2.2.2 --- The Hertz Vectors for Empty Straight Tunnels --- p.20 / Chapter 2.2.3 --- The Propagation Modal Equations for Empty Straight Tunnels --- p.23 / Chapter 2.2.4 --- The Propagation Characteristics of Empty Straight Tunnels --- p.26 / Chapter 2.2.5 --- Propagation Numerical Results in Empty Straight Tunnels --- p.30 / Chapter 2.3 --- Propagation in Empty Curved Tunnels --- p.36 / Chapter 2.3.1 --- The Imperfect Empty Curved Rectangular Waveguide Model --- p.37 / Chapter 2.3.2 --- The Hertz Vectors for Empty Curved Tunnels --- p.39 / Chapter 2.3.3 --- The Propagation Modal Equations for Empty Curved Tunnels --- p.41 / Chapter 2.3.4 --- The Propagation Characteristics of Empty Curved Tunnels --- p.43 / Chapter 2.2.5 --- Propagation Numerical Results in Empty Curved Tunnels --- p.47 / Chapter 2.4 --- Summary --- p.50 / Chapter 3 --- Propagation in Occupied Tunnels --- p.53 / Chapter 3.1 --- Introduction --- p.53 / Chapter 3.2 --- Propagation in Road Tunnels --- p.53 / Chapter 3.2.1 --- The Imperfect Partially Filled Rectangular Waveguide Model --- p.54 / Chapter 3.2.2 --- The Scalar Potentials for Road tunnels --- p.56 / Chapter 3.2.3 --- The Propagation Modal Equations for Road Tunnels --- p.59 / Chapter 3.2.4 --- Propagation Numerical Results in Road Tunnels --- p.61 / Chapter 3.3 --- Propagation in Railway Tunnels --- p.64 / Chapter 3.3.1 --- The Imperfect Periodically Loaded Rectangular Waveguide Model --- p.65 / Chapter 3.3.2 --- The Surface Impedance Approximation --- p.66 / Chapter 3.3.2.1 --- The Surface Impedance of a Semi-infinite Lossy Dielectric Medium --- p.66 / Chapter 3.3.2.2 --- The Surface Impedance of a Thin Lossy Dielectric Slab --- p.67 / Chapter 3.3.2.3 --- The Surface Impedance of a Three-layered Half Space --- p.69 / Chapter 3.3.2.4 --- The Surface Impedance of the Sidewall of a Train in a Tunnel --- p.70 / Chapter 3.3.3 --- The Hertz Vectors for Railway Tunnels --- p.71 / Chapter 3.3.4 --- The Propagation Modal Equations for Railway Tunnels --- p.73 / Chapter 3.3.5 --- The Propagation Characteristics of Railway Tunnels --- p.76 / Chapter 3.3.6 --- Propagation Numerical Results in Railway Tunnels --- p.78 / Chapter 3.4 --- Propagation in Mine Tunnels --- p.84 / Chapter 3.4.1 --- The Imperfect periodically Loaded Rectangular Waveguide Model --- p.85 / Chapter 3.4.2 --- The Hertz Vectors for Mine Tunnels --- p.86 / Chapter 3.4.3 --- The Propagation modal Equations for Mine Tunnels --- p.88 / Chapter 3.4.4 --- The Propagation Characteristics of Mine Tunnels --- p.95 / Chapter 3.4.5 --- Propagation Numerical Results in Mine Tunnels --- p.96 / Chapter 3.5 --- Summary --- p.97 / Chapter 4 --- Statistical and Deterministic Models of Tunnel UHF Propagation --- p.100 / Chapter 4.1 --- Introduction --- p.100 / Chapter 4.2 --- Statistical Model of Tunnel UHF Propagation --- p.100 / Chapter 4.2.1 --- Experiments --- p.101 / Chapter 4.2.1.1 --- Experimental Set-ups --- p.102 / Chapter 4.2.1.2 --- Experimental Tunnels --- p.104 / Chapter 4.2.1.3 --- Experimental Techniques --- p.106 / Chapter 4.2.2 --- Statistical Parameters --- p.109 / Chapter 4.2.2.1 --- Parameters to Characterize Narrow Band Radio Propagation Channels --- p.109 / Chapter 4.2.2.2 --- Parameters to Characterize Wide Band Radio Propagation Channels --- p.111 / Chapter 4.2.3 --- Propagation Statistical Results and Discussion --- p.112 / Chapter 4.2.3.1 --- Tunnel Narrow Band Radio Propagation Characteristics --- p.112 / Chapter 4.2.3.1.1 --- Power Distance Law --- p.114 / Chapter 4.2.3.1.2 --- The Slow Fading Statistics --- p.120 / Chapter 4.2.3.1.3 --- The Fast Fading Statistics --- p.122 / Chapter 4.2.3.2 --- Tunnel Wide Band Radio Propagation Characteristics --- p.125 / Chapter 4.2.3.2.1 --- RMS Delay Spread --- p.126 / Chapter 4.2.3.2.2 --- RMS Delay Spread Statistics --- p.130 / Chapter 4.3 --- Deterministic Model of Tunnel UHF Propagation --- p.132 / Chapter 4.3.1 --- The Tunnel Geometrical Optical Propagation Model --- p.134 / Chapter 4.3.2 --- The Tunnel Impedance Uniform Diffracted Propagation Model --- p.141 / Chapter 4.3.2.1 --- Determination of Diffraction Points --- p.146 / Chapter 4.3.2.2 --- Diffraction Coefficients for Impedance Wedges --- p.147 / Chapter 4.3.3 --- Comparison with Measurements --- p.151 / Chapter 4.3.3.1 --- Narrow Band Comparison of Simulated and Measured Results --- p.151 / Chapter 4.3.3.1.1 --- Narrow Band Propagation in Empty Straight Tunnels --- p.151 / Chapter 4.3.3.1.2 --- Narrow Band Propagation in Curved or Obstructed Tunnels --- p.154 / Chapter 4.3.3.2 --- Wide Band Comparison of Simulated and Measured Results --- p.158 / Chapter 4.3.3.2.1 --- Wide Band Propagation in Empty Straight Tunnels --- p.159 / Chapter 4.3.3.2.2 --- Wide Band Propagation in an Obstructed Tunnel --- p.163 / Chapter 4.4 --- Summary --- p.165 / Chapter 5 --- Propagation in Tunnel and Open Air Transition Region --- p.170 / Chapter 5.1 --- Introduction --- p.170 / Chapter 5.2 --- Radiation of Radio Waves from a Rectangular Tunnel into Open Air --- p.171 / Chapter 5.2.1 --- Radiation Formulation Using Equivalent Current Source Concept --- p.171 / Chapter 5.2.2 --- Radiation Numerical Results --- p.175 / Chapter 5.3 --- Propagation Characteristics of UHF Radio Waves in Cuttings --- p.177 / Chapter 5.3.1 --- The Attenuation Constant due to the Absorption --- p.178 / Chapter 5.3.2 --- The Attenuation Constant due to the Roughness of the Sidewalls --- p.182 / Chapter 5.3.3 --- The Attenuation Constant due to the tilts of the Sidewalls --- p.183 / Chapter 5.3.4 --- Propagation Numerical Results in Cuttings --- p.184 / Chapter 5.4 --- Summary --- p.187 / Chapter 6 --- Conclusion and Recommendation for Future Work --- p.189 / APPENDIX --- p.193 / The Approximate Solution of a Transcendental Equation --- p.193 / REFERENCES --- p.194

The research presented in this thesis demonstrates the qualitative modelling of an advanced service delivered by a Product Service System (PSS) through the use of a socio-technical systems-based approach. The created model represents dependencies between functions and organisations, and can be used as basis for a quantitative cost model. Focus is on how one particular example of advanced services, namely availability is delivered in an industrial context. Following a review of multi-disciplinary literature and the outline of a suitable methodological approach, a detailed case study of the delivery of an exemplar piece of avionics equipment by BAE Systems and GE Aviation to the UK Royal Air Force is described. This research shows that the delivery of avionics availability through a PSS has organisational, contractual and functional facets that overlap and influence each other. Multiple qualitative models represent the investigated setting, from a functional and from an organisational perspective. Top-level functions ‘Analysis & Optimisation’, ‘Administration’ and ‘Delivery’ are identified. The results show distinctive similarities and differences between GE Aviation and BAE Systems including a variety of parallel contracts, organisational segmentation and tensions between relationships and contractual obligations. The findings suggest that understanding a PSS as a socio-technical system is crucial for modelling the PSS and the cost associated with it. This is particularly important when the aim is to continuously control and manage costs rather than the creation of a one-off forecast. The contribution of this work to the existing body of knowledge, primarily within the domain of cost engineering is twofold: First the creation of qualitative models of an existing PSS delivering avionics availability to show “what is a PSS”, and second a methodologically robust approach that takes into account the sociotechnical character of PSS to demonstrate “how to know about PSS”.

by Wing Ho Andy Yuen. / Thesis (M.Phil.)--Chinese University of Hong Kong, 1997. / Includes bibliographical references (leaves 85-[90]). / Chapter 1 --- Introduction --- p.1 / Chapter 1.1 --- Design Issues in Wireless Cellular Systems --- p.1 / Chapter 1.1.1 --- Channel Assignment --- p.2 / Chapter 1.1.2 --- Handoff --- p.3 / Chapter 1.1.3 --- Multiple Accesses --- p.3 / Chapter 1.1.4 --- Mobility Management --- p.4 / Chapter 1.2 --- Motivation of the thesis --- p.5 / Chapter 1.3 --- Outline of the thesis --- p.6 / Chapter 2 --- Background Studies --- p.9 / Chapter 2.1 --- Current Standards --- p.9 / Chapter 2.2 --- Mobility Models --- p.11 / Chapter 2.2.1 --- Fluid Flow Model --- p.12 / Chapter 2.2.2 --- Markovian model --- p.13 / Chapter 2.3 --- Dynamic versus Static Location Strategy --- p.14 / Chapter 2.4 --- Location Registration Strategies --- p.14 / Chapter 2.4.1 --- Time Based Strategy --- p.15 / Chapter 2.4.2 --- Geographic Based Strategy --- p.17 / Chapter 2.4.3 --- Distance Based Strategy --- p.18 / Chapter 2.4.4 --- Miscellaneous Strategies --- p.19 / Chapter 2.5 --- Summary --- p.20 / Chapter 3 --- Hybrid Bloom Filter Location Update Algorithm --- p.21 / Chapter 3.1 --- Introduction --- p.21 / Chapter 3.2 --- System Model --- p.22 / Chapter 3.3 --- Hybrid Bloom Filter Algorithm --- p.23 / Chapter 3.3.1 --- Location Update Protocol --- p.23 / Chapter 3.3.2 --- Paging Protocol --- p.25 / Chapter 3.4 --- Performance Evaluation --- p.27 / Chapter 3.4.1 --- Comparison of the hybrid and time based Bloom filter algorithms --- p.32 / Chapter 3.5 --- Numerical Studies --- p.33 / Chapter 3.5.1 --- Cost versus mobility --- p.34 / Chapter 3.5.2 --- Cost versus call arrival rate --- p.37 / Chapter 3.6 --- Summary --- p.39 / Chapter 4 --- A Dynamic Location Area Assignment Algorithm --- p.40 / Chapter 4.1 --- Geographic versus Distance Based Strategies --- p.41 / Chapter 4.2 --- System Model --- p.42 / Chapter 4.2.1 --- cell layout --- p.42 / Chapter 4.2.2 --- mobility model --- p.43 / Chapter 4.2.3 --- cost function --- p.44 / Chapter 4.3 --- Dynamic Location Area Assignment Algorithm --- p.45 / Chapter 4.3.1 --- Measurement --- p.46 / Chapter 4.3.2 --- "Computation of (iopt, jopt)" --- p.46 / Chapter 4.3.3 --- Computation of location area size k --- p.51 / Chapter 4.4 --- Numerical Studies --- p.52 / Chapter 4.5 --- Summary --- p.57 / Chapter 5 --- Paging Cost Reduction Using Bloom Filtering As Auxilliary Strategy --- p.64 / Chapter 5.1 --- Introduction --- p.64 / Chapter 5.2 --- A Case Study - Joint DLA-HBF Algorithm --- p.65 / Chapter 5.2.1 --- The Algorithm --- p.65 / Chapter 5.2.2 --- Performance Evaluation --- p.67 / Chapter 5.3 --- Summary --- p.68 / Chapter 6 --- Conclusion --- p.70 / Chapter 6.1 --- Summary of Results --- p.70 / Chapter 6.2 --- Future Research Directions --- p.71 / Appendix --- p.73 / Chapter A --- Optimality of the Hybrid Bloom Filter Algorithm --- p.73 / Chapter B --- Derivation of the Expected First Passage Time ExTi and EyTj --- p.77 / Chapter C --- Optimality of the Dynamic Location Area Algorithm --- p.81 / Bibliography --- p.85

Digitalization is changing the world, and the retail industry is no exception. The new technologies are affecting retail in multiple ways to increase sales and customer satisfaction. This change is being observed in the physical stores as well as new online markets. The customers’ role in retail is increasing as self-service systems are taking over cashiers, and an increase in e-commerce websites begs the question if the digitalization is threatening the physical store and the number of employees. The worst case scenario being, digitalization rendering the physical stores obsolete. Managers and consumers have been the focus of previous studies, but little is known of how employees perceive the new forms of digitalization emerging in retail. This study examines front-line employees’ attitudes toward digitalization in the retail industry by answering the questions; what are the retail employees' attitudes toward digitalization? Do they differ depending on the industry? Which, if any, factors are affecting employees’ attitudes toward digitalization? This quantitative study has used a deductive approach to construct a cross-sectional survey. The survey has been used to answer the research questions, fulfill the studies purpose, and bridge the gap in research regarding employees’ attitudes. The results show that employees’ attitudes are somewhat positive toward digitalization, and evidence was found of multiple differences between the industries - employees’ attitudes toward digitalization being no exception. The study found that how useful employees perceive digitalization, their personal usage, and what industry they work in are factors affecting employees’ attitudes toward digitalization. This study can be used as a foundation for further study in multiple fields with a focus on retail employees and attitudes. The results of the study also have a practical contribution as it provides evidence of factors which could influence employees’ attitudes. This is of value for managers who can use the results of this study to better influence and manage the attitudes of employees.

<p>The aim of this doctoral thesis is to develop a methodology that will allow the selection of lean methods and tools that are applicable in the service systems &ndash; hospitals and to explore the issues about implementing the lean concept in clinical laboratories. The need for such approach lies in the fact that the implementation of the lean concept in healthcare enables the elimination of all unnecessary processes. This doctoral dissertation presents development of the framework for the implementation and application of the lean concept in clinical laboratories, which allow modernization of institutional arrangements, both organizational and managerial.</p> / <p>Cilj ove doktorkse disertacije jeste razvoj metodologije koja će obezbediti odabir lean metoda i alata koji su pogodni za implementaciju u uslužnim sistemima - bolnicama kao i da istraži problematiku prilikom implementacije lean koncepta u kliničkim laboratorijama. Potreba za ovakvim pristupom leži u činjenici da se implementacijom lean koncepta u zdravstvu obezbeđuje eliminisanje svih nepotrebnih procesa. Doktorska disertacija predstavlja razvoj podloga za implementaciju i primenu lean koncepta u kliničkim laboratorijama koji će omogućiti modernizaciju institucionalnog uređenja kako organizacionog tako i menadžerskog.</p>

Quadrature amplitude modulation (QAM) is a highly bandwidth efficient transmission technique for digital communications. It makes use of multiple signal phase and amplitude levels to carry multiple bits per symbol. This requires accurate and robust carrier phase and frequency estimation in the receiver. / Thesis (PhDElectronicEngineering)--University of South Australia, 2002

The focus of environmental work in manufacturing companies has increasingly shifted from end-of-pipe solutions to the environmental performance of products and services. The product development process is central to creating value for customers. This thesis argues that companies can simultaneously create value for consumers and be profitable while taking environmental considerations into account. Modernising ecodesign means taking advantage of environmental benefits and the innovation potential when developing solutions rather than using ecodesign simply to ensure that legal requirements or customer demands are met. Ecodesign is a strategic issue and should be included in early product development activities, such as for project selection and when setting product targets. There is also need to perform ecodesign according to the characteristics of specific development processes as for radical product development or when developing integrated solutions, using a combination of services and products. This thesis reports on the findings from five different research studies, all of which adopted a qualitative approach in which the emphasis falls on exploring and creating understanding and meaning. The studies focused on three areas of ecodesign: A) rethinking approaches for manufacturing companies, B) setting environmental project targets and project selection and C) redesign of products. Recommendations on how to modernise ecodesign have been developed and can be summarised in six points: • Perform ecodesign both vertically and horizontally in a company. • Increase interaction between organisational units. • Take advantage of innovation potential in products, services, user behaviour and the delivery and take-back systems. • Take environmental considerations into account in the project selection process. • Set environmental targets for ensuring that environmental considerations are taken when developing innovative solutions. • Develop ecodesign procedures that fit the characteristics of the development process

This paper explores the business implications of Integrated Product and Service Offerings (IPSOs). The objective is to show examples of the business implications of IPSOs from a supplier’s perspective, and to suggest specifications for supporting methods needed for such an industrial company. The paper is largely based on empirical case studies of 120 Swedish manufacturing companies of all sizes. Results from the case studies show that both small and large companies that conduct the transition towards IPSOs face several important strategic challenges, some of them associated with high risk.

Service-Dominant (S-D) Logics are the basis of contemporary economic activities. Based on this concept, Information System department should transform its role from a technical supporter to a service provider. S-D Logics highlight the importance to build up a successful value-cocreated service systems. This implies that, in addition to technical capabilities and business knowledge, IS department should possess certain capabilities to collaborate with other functional departments to delivery maximum value. The purpose of this research is to explore possible collaborative capabilities that IS personnel should possess, besides the technical skills and business know-how. This research adopted exploratory case study method. Through in-depth interview with developers and users of three complex information system development(ISD) projects, a total of 14 collaborative capabilities that IS personnel need were identified. The relationships among those capabilities as well as their impacts on performance were also identified. Implications of the research results to practitioners and academia are also provided.