Organisations are becoming increasingly aware of the necessity to maintain sustainable long-term relationships with customers in order to survive in the global competition. They are also aware that the changing needs and purchase patterns of customers requires them to choose differentiated customer-oriented marketing strategies so as to acquire a competitive advantage over their rivals and enhance their business performance. Customer Relationship Management (CRM) enables organisations to create and manage relationships with customers more effectively through a detailed and accurate analysis of consumer data using various information technologies. Several CRM theories like the resource-based view (RBV), and theories of institutions, cultures, entrepreneurship, and dynamic theory can help a company gain over competitors. If implemented appropriately, the CRM approach can help a firm with managerial efficiency, cost reduction, enhanced customer services, and increased sales and profits. The present study aims to develop a novel and comprehensive model to measure the effect of CRM resources over CRM capabilities and the effects on business performance. The present study covers infrastructural and cultural CRM resources with CRM capabilities. The results are based on information collected from three Kuwaiti mobile network operators using a questionnaire in adherence with ethical guidelines. The study measures business performance comprehensively from financial and marketing perspectives using regression analysis to determine if there is a mediation role between two variables. The results show that CRM infrastructural resources positively and directly affect CRM capabilities. However, the effect of customer and learning orientation cultures on CRM capabilities is considerably stronger than that of infrastructural resources. The study also reveals that CRM capabilities significantly and positively affect business performance from marketing and financial standpoints although the effect on marketing performance was stronger.

The growing interest in computing structured matrix functions stems from the fact that preserving and exploiting the structure of matrices can help us gain physically meaningful solutions with less computational cost and memory requirement. The work presented here is divided into two parts. The first part deals with the computation of functions of structured matrices. The second part is concerned with the structured error analysis in the computation of matrix functions. We present algorithms applying the inverse scaling and squaring method and using the Schur-like form of the symplectic matrices as an alternative to the algorithms using the Schur decomposition to compute the logarithm of symplectic matrices. There are two main calculations in the inverse scaling and squaring method: taking a square root and evaluating the Padé approximants. Numerical experiments suggest that using the Schur-like form with the structure preserving iterations for the square root helps us to exploit the Hamiltonian structure of the logarithm of symplectic matrices. Some type of matrices are nearly structured. We discuss the conditions for using the nearest structured matrix to the nearly structured one by analysing the forward error bounds. Since the structure preserving algorithms for computing the functions of matrices provide advantages in terms of accuracy and data storage we suggest to compute the function of the nearest structured matrix. The analysis is applied to the nearly unitary, nearly Hermitian and nearly positive semi-definite matrices for the matrix logarithm, square root, exponential, cosine and sine functions. It is significant to investigate the effect of the structured perturbations in the sensitivity analysis of matrix functions. We study the structured condition number of matrix functions defined between smooth square matrix manifolds. We develop algorithms computing and estimating the structured condition number. We also present the lower and upper bounds on the structured condition number, which are cheaper to compute than the "exact" structured condition number. We observe that the lower bounds give a good estimation for the structured condition numbers. Comparing the structured and unstructured condition number reveals that they can differ by several orders of magnitude. Having discussed how to compute the structured condition number of matrix functions defined between smooth square matrix manifolds we apply the theory of structured condition numbers to the structured matrix factorizations. We measure the sensitivity of matrix factors to the structured perturbations for the structured polar decomposition, structured sign factorization and the generalized polar decomposition. Finally, we consider the unstructured perturbation analysis for the canonical generalized polar decomposition by using three different methods. Apart from theoretical aspect of the perturbation analysis, perturbation bounds obtained from these methods are compared numerically and our findings show an improvement on the sharpness of the perturbation bounds in the literature.

The research investigates the Centro Velico Caprera (CVC), a sailing school located in the Mediterrean Sea, whose purpose is to replicate the lifestyle of a ship on land. This ambition creates an isolated environment in which the frequenters are completely immersed and the life is heavily controlled through different spatial and temporal means. The people who attend the school and become part of its community refer to its characteristics and to the collective essence they experience as 'the Spirit of Caprera'. Using an ethnographic approach and in particular participant observation as a primary source of data, and formal semi-structured interviews, the research investigated the internal dynamics of the school and the nature of the 'spirit' by looking at the setting from the insiders' point of view. The investigation aspired to gain a better understanding of the setting as a sailing community and of the relationships that are created that appear to make this environment unique. The research used sociological concepts as 'benchmarks', such as total institution, status and roles, routine and rituals, subculture and power, to guide the data collection and the analysis. Moreover, it made use of key thinkers such as Goffman and Foucault. The analysis has revealed that in the Centro Velico Caprera the 'spirit' can be considered as the consequence and result of more specific dynamics. In particular, the school's organisational and institutional structure, the time management, the role and functioning of authority and finally the rules and norms that derive from the idea of being part of a unique crew. The research engaged also in the analysis of social class and gender discrimination that characterise the school. The study of this school contributes to the study of sport and in particular sailing, which has often been ignored, by adding a new perspective and analysis to its study. The main contributions surround the comparison with other similar sailing subcultures and realities, such as ocean cruising, the development of the concept of the sport panopticon related to authority and its functioning, the notion of spirit, its meaning and significance, and the particular structure of the institution with its consequence for the frequenters. Moreover, the study also aimed to contribute to the narrower debates surrounding the 'benchmark' concepts, their use and their understanding in social theory and for sport studies.

Durante anos, a manteiga foi muito apreciada pelo consumidor, mas por conter grande quantidade de ácidos graxos saturados e colesterol, seu consumo tem diminuído. Recentemente, a descoberta dos malefícios causados pelos ácidos graxos trans presentes nas margarinas produzidas por hidrogenação parcial aumentou o interesse por métodos alternativos de modificação de lipídios. Assim, o objetivo deste trabalho foi desenvolver um lipídio estruturado à base de gordura do leite que apresentasse maiores teores de ácidos graxos insaturados que a manteiga original e, consequentemente, melhor espalhabilidade, além de conter fitosteróis, constituindo a base de um alimento funcional com capacidade de reduzir os níveis de colesterol no sangue. Foram realizadas misturas da gordura do leite (GL) com óleo de girassol (OG) e ésteres de fitosteróis (EF) e foi efetuada interesterificação química e enzimática. As misturas e os lipídios estruturados obtidos foram analisados quanto a composição em ácidos graxos, consistência, conteúdo de gordura sólida (CGS), cinética de cristalização e estrutura cristalina, entre outras propriedades físico-químicas. Foram obtidos produtos contendo cerca de 60% de ácidos graxos insaturados pela adição de até 40% de OG e 25% de EF à gordura do leite, que originalmente possuía cerca de 33% de ácidos graxos insaturados. A interesterificação química melhorou a plasticidade das misturas, enquanto que a modificação enzimática não modificou de maneira expressiva sua consistência. A adição de pequenas quantidades de OG à GL provocou grande diminuição de sua consistência, enquanto que a diminuição do CGS ocorreu em proporções semelhantes às esperadas por interpolação linear. A edição de vídeos que permitam a observação da formação da estrutura cristalina de gorduras mostrou ser uma ferramenta de grande utilidade no estudo da cristalização de óleos e gorduras. A emulsão preparada com a mistura contendo 25,0% de EF, 7,5% de OG e 67,5% de GL apresentou diminuição expressiva na consistência quando comparada à manteiga, representando um efeito benéfico. / For many years, butter has been held in the highest esteem by consumer but its world consumption has steadily declined due to its high contents of saturated fatty acids and cholesterol. More recently, trans fatty acids, which are commonly resent in hydrogenated argarines, have been found to cause detrimental effects when consumed in high amounts. This observation has increased the interest in alternative methods of lipid modification. Therefore, the objective of this work was to develop a milkfat based structured lipid, presenting higher contents of unsaturated fatty acids than original butter and consequently better spreadability, besides containing phytosterols and serving as a base of a functional food with a cholesterol lowering health claim. Blends containing milkfat (MF), sunflower oil (SO) and phytosterol esters (PE) were prepared and then chemically and enzimatically interesterified. The fatty acid composition, consistency, solid fat content (SFC), crystallization kinetics and crystal structure, among other physical and chemical properties were analyzed. The blends presented about 60% of unsaturated fatty acids with the addition of up to 40% of SO and 25% of PE to MF, which originally presented close to 33% of unsaturated fatty acids. Chemical interesterification improved the plasticity of the blends, while the enzymatic reaction did not substantially alter it. The addition of small amounts of SO and PE to MF caused a great decrease in its consistency, while SFC decreased almost proportionally to the addition of these components. The edition of videos made possible the observation of crystal structure formation and it represented a tool of great importance in the fats and oils crystallization research. The emulsion prepared with the blend containing 25.0% of PE, 7.5% of SO, and 67.5% of MF presented a substantial improvement in consistency when compared to butter commercially available.

Este trabalho apresenta uma técnica para deformação interativa de objetos 3D não estruturados que combina o uso de sketches em 2D e manipulação interativa de curvas. Através de sketches no plano de imagem, o usuário cria curvas paramétricas a serem usadas como manipulares para modificar a malha do objeto. Um conjunto de linhas desenhadas sobre a projeção do modelo pode ser combinado para criar um esqueleto composto de curvas paramétricas, as quais podem ser interativamente manipuladas, deformando assim a superfície associada a elas. Deformações livres são feitas movendo-se interativamente os pontos de controle das curvas. Alguns outros efeitos interessantes, como torção e escalamento, são obtidos operando-se diretamente sobre o campo de sistemas de coordenadas criado ao longo da curva. Um algoritmo para evitar inter-penetrações na malha durante uma sessão de modelagem com a técnica proposta também é apresentado. Esse algoritmo é executado a taxas interativas assim como toda a técnica apresentada neste trabalho. A técnica proposta lida naturalmente com translações e grandes rotações, assim como superfícies não orientáveis, não variedades e malhas compostas de múltiplos componentes. Em todos os casos, a deformação preserva os detalhes locais consistentemente. O uso de curvas esqueleto permite implementar a técnica utilizando uma interface bem intuitiva, e provê ao usuário um controle preciso sobre a deformação. Restrições sobre o esqueleto e deformações sem inter-penetrações são facilmente conseguidos. É demonstrada grande qualidade em torções e dobras nas malhas e os resultados mostram que a técnica apresentada é consideravelmente mais rápida que as abordagens anteriores, obtendo resultados similares. Dado seu relativo baixo custo computacional, esta abordagem pode lidar com malhas compostas por centenas de milhares de vértices a taxas interativas. / This work presents a technique for interactive shape deformation of unstructured 3D models, based on 2D sketches and interactive curve manipulation in 3D. A set of lines sketched on the image plane over the projection of the model can be combined to create a skeleton composed by parametric curves, which can be interactively manipulated, thus deforming the associated surfaces. Free-form deformations are performed by interactively moving around the curves’ control points. Some other interesting effects, such as twisting and scaling, are obtained by operating directly over a frame field defined on the curve. An algorithm for mesh local self-intersection avoidance during model deformation is also presented. This algorithm is executed at interactive rates as is the whole technique presented in this work. The presented technique naturally handles both translations and large rotations, as well as non-orientable and non-manifold surfaces, and meshes comprised of multiple components. In all cases, the deformation preserves local features. The use of skeleton curves allows the technique to be implemented using a very intuitive interface, and giving the user fine control over the deformation. Skeleton constraints and local self-intersection avoidance are easily achieved. High-quality results on twisting and bending meshes are also demonstrated, and the results show that the presented technique is considerably faster than previous approaches for achieving similar results. Given its relatively low computational cost, this approach can handle meshes composed by hundreds of thousand vertices at interactive rates.

The environment is taking a larger part of the debate resulting in the creation of UN declarations, domestic and regional laws, public pressure on companies and politicians to take responsibility, and a greater awareness on our increasingly exploited planet. However, the people who are affected the most, poor and often indigenous people, find themselves in an increasingly dangerous position when they try to defend the planet. Previous research lack understanding on which features that facilitates deadly violence against environmentalists. In contemporary time, three environmentalists per week die when they try to defend the planet from environmental harm, making it more than twice as dangerous as being a journalist. This thesis tries to answer - what explains deadly violence against environmentalists in developing countries by using the method of structured focused comparison (SFC). Honduras is the deadliest country per capita for environmentalists and they will be compared with El Salvador, which does not experience a high degree of deadly violence against environmentalists. The attributes tested are chosen in accordance with the analytical framework of Limited Access Orders (LAO). LAOs are controlled by elites who create rents to maintain their power, hence decreasing elites power by enforcing open access orders (OAO) in LAO can result in increased violence. Honduras and El Salvador’s differences suggest that environmentalists have been subjected to enhanced dangerous circumstances in Honduras than environmentalists in El Salvador and historical conditions have resulted in the protection of the environment in El Salvador by the wider social movement. Earlier research in Honduras has pointed at the importance to decrease corruption in order to decrease violence against environmentalists. However, the theory of LAO suggests that attempts to abolish corruption, increase access, institute democracy or increase rule of law surge violence. In order to limit deadly violence against environmentalists, this study suggests that Honduras focus should be at: prevent expropriation, limit international corporations access on natural resources, attain consent from the local communities before starting projects, require corporations and organizations to publish public environmental assessment reports before projects starts that can degrade the environment and increase focus on the manufacturing sector instead of extraction of natural resources.

This thesis examines the perceptions and experiences of pre-registration nursing students with dyslexia in one university in relation to one specific assessment: the Objective Structured Clinical Examination (OSCE). In September 2013, all United Kingdom pre-registration nursing training moved to degree level university programmes. Universities must also ensure that all nursing students meet the fitness to practise criteria laid down by the Nursing and Midwifery Council (NMC, 2015). Current national higher education policy aims to widen participation; this includes those with disabilities. Statistics show that 10% of students attending university in England have a declared disability, the main one being dyslexia. The study university has its own widening participation policy, with 19% of its children’s nursing students currently registered as having dyslexia. The Nursing and Midwifery Council (2010) states that all pre-registration nursing programmes should contain a variety of assessment strategies, to ensure students meet the academic and clinical standards required by the professional nursing and midwifery register. One of the final assessments at the study university, as with many other medical and nursing degrees, is the Objective Structured Clinical Examination, a method of assessment that requires students to perform clinical assessments and answer questions within standardised conditions, within a set time limit. This study aims to explore the ways in which nursing students with dyslexia perceive and experience the OSCE as an assessment method, and to draw conclusions on ways to develop it further. Using a two-phase mixed methods approach, a purposive sample of 24 nursing students in year 3 of their course, was approached to participate in an online questionnaire, with 12 responding. Six students participated further in object elicitation interviews, which were analysed using a ‘Framework’ method. The findings highlight the unique OSCE journeys of study participants, the impact of dyslexia on the individual and the OSCE assessment process. The thesis offers discussion and recommendations around the OSCE as an ‘inclusive’ teaching and assessment method, considering how the design of curricula and assessments assists in recognising students’ individualism and in reducing potential issues. It is the first study to consider the OSCE with regard to such students and offers an opening for future studies focussing on learning difficulties and OSCE assessments within nursing.

The purpose of this study is to investigate the effects of a marbled coating applied on a triaxial woven structure. Although both of these techniques are traditionally used for many years, they are nowadays utilized in innovative ways, the marbling being applied on a large variety of surfaces such as wooden floors or ceramics and the triaxial weave being used as a hi-tech material for sports or in the automotive industry and having applications in diverse fields, from art to architecture. Their fusion, however, is a topic that has yet to be thoroughly explored, which makes for the motive of this thesis work, as an opening has been observed for the exploration of the expressive power of their combination. The experimental approach that has been taken towards this exploration will determine how the marbling effect may contribute to the visual expression of the structure. Multiple cycles of experiments have been conducted in an attempt to understand the behaviour of the chosen materials and their combination, the effect that various colour combinations have and the best possible pairings between the elements. The organic marbling combined with the geometric triaxial weave proved to generate the most powerful visual expression and the clearest result out of all the experiments. Thus five experimental textiles were developed in order to illustrate different aspects of this complex relationship, where the marbling would affect the visual expression of the structure by either enhancing or concealing the structural aspect and the contrast between the graphic element and the organic one would be a constant presence throughout the work. This work pushes the boundaries of conventional textile design and through the application of a textile thinking to unconventional materials a different type of expression is born. By mixing a limited amount of variables in multiple ways, a large range of visual effects may be achieved.

An activity for principal improvement that has not received much attention is the structured management effectiveness profile. The concept is to provide the principal and a group of teachers at that campus with an opportunity for assessment of the principal's management and leadership skills. A comparison between the two provides the principal with information on their perceived management strengths and weaknesses. One such profile, available through the American Association of School Administrators is the Educational Administrator Effectiveness Profile (EAEP). The EAEP was originally given to 66 principals in Tarrant County, Texas. This study reports the results of reassessment of 40 of those principals after a five year period.

Imaging at the nanoscale and/or at remote locations holds great promise for studies in fields as disparate as the life sciences and materials sciences. One such microscopy technique, stimulated emission depletion (STED) microscopy, is one of several fluorescence based imaging techniques that offers resolution beyond the diffraction-limit. All current implementations of STED microscopy, however, involve the use of free-space beam shaping devices to achieve the Gaussian- and donut-shaped Orbital Angular Momentum (OAM) carrying beams at the desired colors –-- a challenging prospect from the standpoint of device assembly and mechanical stability during operation. A fiber-based solution could address these engineering challenges, and perhaps more interestingly, it may facilitate endoscopic implementation of in vivo STED imaging, a prospect that has thus far not been realized because optical fibers were previously considered to be incapable of transmitting the OAM beams that are necessary for STED. In this thesis, we investigate fiber-based STED systems to enable endoscopic nanoscale imaging. We discuss the design and characteristics of a novel class of fibers supporting and stably propagating Gaussian and OAM modes. Optimization of the design parameters leads to stable excitation and depletion beams propagating in the same fiber in the visible spectral range, for the first time, with high efficiency (>99%) and mode purity (>98%). Using the fabricated vortex fiber, we demonstrate an all-fiber STED system with modes that are tolerant to perturbations, and we obtain naturally self-aligned PSFs for the excitation and depletion beams. Initial experiments of STED imaging using our device yields a 4-fold improvement in lateral resolution compared to confocal imaging. In an experiment in parallel, we show the means of using q-plates as free-space mode converters that yield alignment tolerant STED microscopy systems at wavelengths covering the entire visible spectrum, and hence dyes of interest in such imaging schematics. Our study indicates that the vortex fiber is capable of providing an all-fiber platform for STED systems, and for other imaging systems where the exploitation of spatio-spectral beam shaping is required.