Subject to the impact of the overall economic environment, aging population and the national health insurance system, competitive medical market becomes much more volatile. If hospital wants to survive, it must enhance business performance , improve medical quality, and pay more attention to customer-oriented hospital marketing, therefore understanding medical habits of outpatient customers is a prerequisite for hospital marketing. Medical habits of outpatient customers have significant provincialism, so outpatient customers in different regions have different criteria to select the ideal hospital in their minds. Therefore this thesis is to investigate the priority of the key decision-making factors of outpatient customers medical choice in Zuo-Nan area and the ideal hospital in their minds, as a reference for hospital marketing. It is also to understand the development trend of medical market in the area, as a reference for strategic management for hospitals. This research selects three different level of hospitals (local hospital, regional hospital, and medical center) in the Zuo-Nan area and six decision-making factors (doctor¡¦s reputation, home distance, diagnostic time, medical ethics, service attitude, and registered fee ) of outpatient customer, then proceeds to level mode analysis ( Analytic Hierarchy Process ; AHP ) for learning about the priority of the key decision-making factors of outpatient customers medical choice in Zuo-Nan area and the ideal hospital in their minds. This thesis uses depth-interview for each of the respondents (include outpatient customers, hospital staff , official experts , and experts in the field) , then collects questionnaire data of qualitative and quantitative AHP to proceed analysis. Results show that the priority of the six key decision-making factors of outpatient customers medical choice for the three different groups of respondents is not the same, but a consistent top three list : medical ethics, doctor's reputation, service attitude. Local hospital, regional hospital, and medical center respectively has advantage of " good doctor¡¦s reputation", " good doctor's reputation, good service attitude", and " good doctor's reputation, medical ethics" to be reference of external marketing. As to the ranking of hospitals choice under the key decision-making factors, different groups of respondents have different results. All groups of respondents think : medical center > regional hospital > local hospital. Apparently the preference in the minds of the outpatient customers for hospital is medical center, followed by regional hospital, and finally to local hospital. As for the medical market trends in Zuo-Nan area, most respondents think short-term trend was optimistic ; while the medium-term, long-term trends are balanced. Strategic management of regional hospital should strengthen service of royal customers and develop aging medical outpatient department, long-term care service, and community health education. In addition, by entering into strategic alliances with medical center and clinics to become regional integration models, hospitals can cope with the future of the health insurance system - "on the paid plans by human " .

The thesis analyses the factors of customer decision-making process by choosing a freight forwarder in the Czech Republic market. While applying factors by other relevant research studies dealing with the decision-making process of customers in non-European countries, the research examines factors characteristic for the Czech customers. Questionnaires and in-depth interviews as research methods are applied. Within the research, a new service quality instrument TARRQUAL was developed. The TARRQUAL was proved on a survey including 250 customers of freight forwarder Kühne+Nagel Czech Republic. As service quality measurement, TARRQUAL is supposed to be applied particularly in logistics business field. The project aims at providing input for empirical research in the field of service quality in container shipping, which is lacking in the Central and East European countries.

The aim of this thesis was to find which factors prevail to influence the decisions that nurses make in intensive care and on what basis they decide. The work is divided into theoretical and empirical part. In the theoretical part the terms such as decision, decision-making situations, mistakes in decision-making have been determined, and the issues concerning the decisions in nursing and in the competences of nurses connected with decisions have been analysed. In the empirical part the results of questionary regarding the decisions of nurses in intensive care have been processed and analysed. 97 subjects among the nurses in intensive care have taken part in the testing. From the analysis of the data received from the questionary there comes out that the majority of nurses in intensive care (74 %) are not convinced that the school has prepared them for making decisions from both the theoretical and practical point of view. On contrary, the majority of nurses in intensive care are convinced that their education (79 %) and practice (97 %) may enable decisions. The majority of nurses in intensive care (96 %) are able to make independent decisions mostly in the area of basic nursing care. The majority of nurses in intensive care (72 %) experience stress during their decision-making. The nurses are...

La violence conjugale est un phénomène criminel fréquent au Québec. En 2008, les infractions commises en contexte conjugal représentaient plus de 20 % des crimes contre la personne signalés à la police (Ministère de la Sécurité publique, 2010). L’intervention policière et judiciaire en contexte conjugal est complexe, notamment en raison du lien unissant l’agresseur et la victime. Bien que le pouvoir discrétionnaire des intervenants judiciaires en contexte conjugal ait été grandement limité au cours des dernières décennies, ceux-ci bénéficient toujours d’une certaine latitude dans leur décision de poursuivre, ou non, différentes étapes du processus judiciaire. Au fil du temps, plusieurs études se sont intéressées aux éléments influençant la prise de décision en contexte conjugal. Cependant, celles-ci ne portent généralement que sur une seule étape du processus et certains facteurs décisionnels n’ont jamais été testés empiriquement. C’est notamment le cas des éléments liés aux stéréotypes de la violence conjugale. Certains auteurs mentionnent que les incidents qui ne correspondent pas au stéréotype de l’agresseur masculin violentant une victime qualifiée d’irréprochable et d’innocente font l’objet d’un traitement judiciaire plus sommaire, mais ces affirmations ne reposent, à notre connaissance, sur aucune donnée empirique. Cette étude tente de vérifier cette hypothèse en examinant l’impact de ces éléments sur cinq décisions policières et judiciaires. À partir d’une analyse de contenu quantitative de divers documents liés au cheminement judiciaire de 371 incidents commis en contexte conjugal sur le territoire du Centre opérationnel Nord du Service de police de la Ville de Montréal en 2008, la thèse examine l’utilisation du pouvoir discrétionnaire dans le traitement judiciaire de ces incidents. Elle comporte trois objectifs spécifiques. Le premier objectif permet la description du cheminement judiciaire des incidents commis en contexte conjugal. Nos résultats indiquent que ceux-ci font l’objet d’un traitement plus punitif puisqu’ils font plus fréquemment l’objet de procédures à la cour que les autres types de crimes. Cette judiciarisation plus systématique pourrait expliquer le faible taux de condamnation de ceux-ci (17,2 %). Le second objectif permet la description des principales caractéristiques de ces incidents. La majorité implique des gestes de violence physique et les policiers interviennent généralement auprès de conjoints actuels. La plupart des victimes rapportent la présence de violences antérieures au sein du couple et le tiers veulent porter plainte contre le suspect. Finalement, 78 % des incidents impliquent un agresseur masculin et une victime féminine et 14,29 % des victimes sont soupçonnées d’avoir posé le premier geste hostile ou violent lors de l’incident. Le dernier objectif permet l’identification des principaux éléments associés aux décisions prises en contexte conjugal. Les résultats confirment l’hypothèse selon laquelle les incidents n’impliquant pas un agresseur masculin et une victime féminine ou ceux dont les policiers soupçonnent la victime d’avoir posé le premier geste hostile ou violent font l’objet d’un traitement judiciaire plus sommaire. En outre, la majorité des facteurs décisionnels étudiés perdent de leur influence au cours du processus judiciaire et les décisions prises précédemment influencent fortement les décisions subséquentes. Finalement, le désir de porter plainte de la victime n’influence pas directement les décisions des intervenants judiciaires. / Conjugal violence is a frequent criminal phenomenon in the province of Quebec. In 2008, offences committed in conjugal context represented more than 20% of the crimes against the person reported to the police (Ministère de la Sécurité publique, 2010). Police and judicial intervention in conjugal context is complex, mainly because of the relationship existing between the aggressor and the victim. Even though the discretionary power of the judicial instances has decreased greatly over past decades in conjugal context, law enforcement agencies still benefits of a certain latitude in their decision to continue, or not, various stages of the legal process. Over time, several researches have studied police and legal decision-making in conjugal context. However, these various researches have generally studied only one stage of the judicial process and some decision-making factors have not been empirically tested. It is the case of the elements related to the stereotypes of conjugal violence. Some authors mention that the incidents which do not correspond to the stereotype of a male attacker using violence against an innocent female victim are subject to a more lenient judicial treatment, but these assertions are not based, to our knowledge, on any empirical data. This research will attempt to verify these assumptions by examining the impacts of these elements on five police and judicial decisions. By relying on a quantitative content analysis of various documents related to the judicial process of 371 incidents committed in conjugal context on the territory of Montreal’s police department Centre Opérationnel Nord in 2008, this research examine the use of discretion in the legal treatment of incidents committed in conjugal context. This study has three specific objectives. The first objective describes the judicial treatment of the incidents committed in conjugal context. Our results indicate that these incidents are subject to a more punitive treatment because they are more frequently submitted to court procedures than the other types of crimes. This more systematic judiciarisation could be an explanation for the weaker conviction rate of these incidents (17.2 %). The second objective describes the main characteristics of these incidents. The majority of these incidents involve physical violence and police officers intervene more frequently with people in current unions. The majority of the victims say that they have been previously victim of violence in their relationship and a third of them are willing to file a complaint against their aggressor. Finally, 78% of the incidents imply a male attacker and female victim whereas police officers suspect 14.29% of the victims of having made the first hostile or violent gesture. The last objective focuses on the identification of the elements associated to decision-making in conjugal context. The results confirm the hypothesis according to which the incidents that do not imply a male attacker and a female victim or those in which police officers suspect the victim of having made the first hostile or violent gesture are subject to a more lenient judicial treatment. Moreover, most of the decision-making factors studied lose of their influence during the legal process and the decisions previously taken strongly influence subsequent decisions. Finally, the victim’s desire to file a complaint does not directly influence legal decisions.

La violence conjugale est un phénomène criminel fréquent au Québec. En 2008, les infractions commises en contexte conjugal représentaient plus de 20 % des crimes contre la personne signalés à la police (Ministère de la Sécurité publique, 2010). L’intervention policière et judiciaire en contexte conjugal est complexe, notamment en raison du lien unissant l’agresseur et la victime. Bien que le pouvoir discrétionnaire des intervenants judiciaires en contexte conjugal ait été grandement limité au cours des dernières décennies, ceux-ci bénéficient toujours d’une certaine latitude dans leur décision de poursuivre, ou non, différentes étapes du processus judiciaire. Au fil du temps, plusieurs études se sont intéressées aux éléments influençant la prise de décision en contexte conjugal. Cependant, celles-ci ne portent généralement que sur une seule étape du processus et certains facteurs décisionnels n’ont jamais été testés empiriquement. C’est notamment le cas des éléments liés aux stéréotypes de la violence conjugale. Certains auteurs mentionnent que les incidents qui ne correspondent pas au stéréotype de l’agresseur masculin violentant une victime qualifiée d’irréprochable et d’innocente font l’objet d’un traitement judiciaire plus sommaire, mais ces affirmations ne reposent, à notre connaissance, sur aucune donnée empirique. Cette étude tente de vérifier cette hypothèse en examinant l’impact de ces éléments sur cinq décisions policières et judiciaires. À partir d’une analyse de contenu quantitative de divers documents liés au cheminement judiciaire de 371 incidents commis en contexte conjugal sur le territoire du Centre opérationnel Nord du Service de police de la Ville de Montréal en 2008, la thèse examine l’utilisation du pouvoir discrétionnaire dans le traitement judiciaire de ces incidents. Elle comporte trois objectifs spécifiques. Le premier objectif permet la description du cheminement judiciaire des incidents commis en contexte conjugal. Nos résultats indiquent que ceux-ci font l’objet d’un traitement plus punitif puisqu’ils font plus fréquemment l’objet de procédures à la cour que les autres types de crimes. Cette judiciarisation plus systématique pourrait expliquer le faible taux de condamnation de ceux-ci (17,2 %). Le second objectif permet la description des principales caractéristiques de ces incidents. La majorité implique des gestes de violence physique et les policiers interviennent généralement auprès de conjoints actuels. La plupart des victimes rapportent la présence de violences antérieures au sein du couple et le tiers veulent porter plainte contre le suspect. Finalement, 78 % des incidents impliquent un agresseur masculin et une victime féminine et 14,29 % des victimes sont soupçonnées d’avoir posé le premier geste hostile ou violent lors de l’incident. Le dernier objectif permet l’identification des principaux éléments associés aux décisions prises en contexte conjugal. Les résultats confirment l’hypothèse selon laquelle les incidents n’impliquant pas un agresseur masculin et une victime féminine ou ceux dont les policiers soupçonnent la victime d’avoir posé le premier geste hostile ou violent font l’objet d’un traitement judiciaire plus sommaire. En outre, la majorité des facteurs décisionnels étudiés perdent de leur influence au cours du processus judiciaire et les décisions prises précédemment influencent fortement les décisions subséquentes. Finalement, le désir de porter plainte de la victime n’influence pas directement les décisions des intervenants judiciaires. / Conjugal violence is a frequent criminal phenomenon in the province of Quebec. In 2008, offences committed in conjugal context represented more than 20% of the crimes against the person reported to the police (Ministère de la Sécurité publique, 2010). Police and judicial intervention in conjugal context is complex, mainly because of the relationship existing between the aggressor and the victim. Even though the discretionary power of the judicial instances has decreased greatly over past decades in conjugal context, law enforcement agencies still benefits of a certain latitude in their decision to continue, or not, various stages of the legal process. Over time, several researches have studied police and legal decision-making in conjugal context. However, these various researches have generally studied only one stage of the judicial process and some decision-making factors have not been empirically tested. It is the case of the elements related to the stereotypes of conjugal violence. Some authors mention that the incidents which do not correspond to the stereotype of a male attacker using violence against an innocent female victim are subject to a more lenient judicial treatment, but these assertions are not based, to our knowledge, on any empirical data. This research will attempt to verify these assumptions by examining the impacts of these elements on five police and judicial decisions. By relying on a quantitative content analysis of various documents related to the judicial process of 371 incidents committed in conjugal context on the territory of Montreal’s police department Centre Opérationnel Nord in 2008, this research examine the use of discretion in the legal treatment of incidents committed in conjugal context. This study has three specific objectives. The first objective describes the judicial treatment of the incidents committed in conjugal context. Our results indicate that these incidents are subject to a more punitive treatment because they are more frequently submitted to court procedures than the other types of crimes. This more systematic judiciarisation could be an explanation for the weaker conviction rate of these incidents (17.2 %). The second objective describes the main characteristics of these incidents. The majority of these incidents involve physical violence and police officers intervene more frequently with people in current unions. The majority of the victims say that they have been previously victim of violence in their relationship and a third of them are willing to file a complaint against their aggressor. Finally, 78% of the incidents imply a male attacker and female victim whereas police officers suspect 14.29% of the victims of having made the first hostile or violent gesture. The last objective focuses on the identification of the elements associated to decision-making in conjugal context. The results confirm the hypothesis according to which the incidents that do not imply a male attacker and a female victim or those in which police officers suspect the victim of having made the first hostile or violent gesture are subject to a more lenient judicial treatment. Moreover, most of the decision-making factors studied lose of their influence during the legal process and the decisions previously taken strongly influence subsequent decisions. Finally, the victim’s desire to file a complaint does not directly influence legal decisions.

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