O tema central desta tese são as razões para a ocorrência dos gaps de gestão da qualidade de serviço. O objetivo é analisar, com base no modelo estendido de qualidade de serviço, as razões para essa ocorrência. Para tanto, realizou-se um estudo exploratório em duas etapas. Na primeira, foi feita uma revisão da literatura relativa ao tema; na segunda, uma pesquisa de campo para se analisarem as razões para a ocorrência dos gaps de gestão da qualidade de serviço numa organização de transporte metroviário. Os resultados mostram que esta tese contribui para o avanço do estado da arte acerca do tema, tanto pelo fato de somar-se aos poucos trabalhos acadêmicos que lhe têm dado atenção, quanto pela identificação de novos elementos relativos ao tema que não foram discutidos por outros pesquisadores. Como parte das considerações finais, apontam-se novas oportunidades de pesquisas para aqueles que se interessam pela qualidade de serviço e pela análise dos gaps de gestão da qualidade de serviço. / The aim of this thesis are the reasons for the service quality management gaps occurrence. The purpose of this work is to analyze, based on the extended service quality model, the reasons for the occurrence of these gaps. To achieve this purpose, a two-stage exploratory study was conducted. In the first stage, a bibliographic review was made. In the second one, a field research was conducted in order to analyze the reasons for the occurrence of the service quality management gaps in a subway system service provider. The results show that this thesis brings a contribution to the advancement of the literature because it adds to a few academic studies that have given attention to the subject, and identifies new elements pertaining to the subject that have not been discussed by other researchers. As part of the conclusion section, new research opportunities are offered to those who are interested in service quality and in the analysis of the service quality management gaps.

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The purpose of this thesis is to determine through focus groups and individual interviews the identity gaps experienced by young adult smokers, the strategies they enact to minimize or avoid identity gaps, and contexts in which layers of identity are aligned in order to target those sites in future smoking cessation health campaign messages. Engaging in stigmatized health behaviors, like smoking, impacts the messages individuals receive from other people and the media about their health, identity, and behaviors, and the way they communicate about themselves. Michael Hecht's (1994) communication theory of identity (CTI) explains the process of enacting and shaping identities through communication and provides the framework of this thesis. Identities consist of four interpenetrating layers: enacted, personal, relational, and communal. When there is a discrepancy between layers an identity gap occurs. Identity gaps are associated with uncomfortable dissonance and negative communication outcomes. However, identity gaps also present opportunities for targeted health messages that draw attention to dissonance as a motivational tactic and offer behavior change strategies to decrease gaps. I conducted four focus groups and ten interviews focusing on the daily experiences of 20 young adult smokers. Identity gaps emerged involving all four layers of identity, though personal-enacted, enacted-relational, and personal-relational identity gaps were reported most frequently. Strategies to manage identity gaps included lying about smoking, hiding the behavior of smoking, and gauging others' reactions prior to disclosing smoking status. Participants voiced contexts and relationships in which layers of identity aligned, including around other college-age individuals and friends. Theoretical and practical implications of these findings are offered, including suggestions for health messages and interventions targeting management strategies and contexts where identity is aligned in order to decrease their efficacy and thus increase the magnitude of the already pervasive identity gaps young adults smokers experience in the hopes of motivating behavior change.

Η παρούσα διπλωματική εργασία πραγματεύεται την επίδραση που επιφέρουν στην τάση διάσπασης διακένου αέρα, διάφορα μονωτικά φύλλα (διαφράγματα) τοποθετούμενα κάθετα προς τον κεντρικό άξονα μεταξύ της διάταξης των ηλεκτροδίων του διακένου και σε διαφορετικές θέσεις μεταξύ της απόστασης αυτών. Η διερεύνηση της επίδρασης των διαφραγμάτων στην διηλεκτρική συμπεριφορά των διακένων είναι γνωστή γενικά και ως το Φαινόμενο του Διαφράγματος (Barrier Effect). Η διάταξη που χρησιμοποιήθηκε για την εκπόνηση της παρούσας εργασίας ήταν διάκενο αέρα ακίδας-πλάκας μήκους 6 cm, και στο ενδιάμεσο των ηλεκτροδίων τοποθετήθηκε το διάφραγμα (Σχήμα 1). Σχήμα 1) Διάταξη διακένου ακίδας-πλακάς με διάφραγμα. Χρησιμοποιήθηκαν 3 διαφορετικά υλικά ως διαφράγματα, ως προς το πάχος τους, με αποτέλεσμα τα σύνθετα διάκενα αέρα-διηλεκτρικού που προκύπτουν να είναι τα εξής: 1) Διάκενο αέρα “ακίδας-πλάκας” με διάφραγμα πάχους 0,2 mm. 2) Διάκενο αέρα “ακίδας-πλάκας” με διάφραγμα πάχους 0,19 mm. 3) Διάκενο αέρα “ακίδας-πλάκας” με διάφραγμα πάχους 0,125 mm. Η καταπόνηση του κάθε σύνθετου διακένου αέρα-διηλεκτρικού έγινε με θετικές κρουστικές τάσεις χειρισμών υπό ατμοσφαιρική πίεση. Για το διάκενο αέρα “ακίδας-πλάκας” μήκους 6 cm με διαφράγματα polyfilm πάχους 0,125 mm και 0,19 mm, διερευνήθηκε η συμπεριφορά αυτών για τρείς διαφορετικές θέσεις ξ=x/D, του διαφράγματος στο διάκενο (x=1, x=2, x=3) και με δύο διαφορετικές περιπτώσεις καταπόνησης για την κάθε θέση ξ του διαφράγματος στο διάκενο. Στην πρώτη περίπτωση το διάφραγμα διατηρήθηκε το ίδιο για κάθε στάθμη τάσεως καταπόνησης του και στη δεύτερη άλλαζε για κάθε στάθμη. Για το διάκενο αέρα “ακίδας-πλάκας” με διαφράγματα τύπου nomex πάχους 0,2 mm, διερευνήθηκε η συμπεριφορά του για έξι διαφορετικές θέσεις ξ του διαφράγματος στο διάκενο. / The aim of this thesis is to investigate the effect of different insulation materials (barriers) into the breakdown voltage of air-gaps, created by two electrodes. The barrier is placed between these electrodes and crosses their central axes perpendicularly, at various locations along this axes. The system used for this work was an air-gap ‘’needle-plate’’, which had a width of 6cm and a barrier placed between the electrodes (figure1). Figure 1) Schematic diagram of ‘’needle-plate’’ air gap with barrier. There were 3 barriers used,of different thicknesses. The resulting air-dielectric gaps formed are as follows: 1) needle plate air-gap, with a 2mm thick barrier. 2) needle plate air-gap, with a 0,19 mm thick barrier. 3) needle plate air-gap, with a 0,125 mm thick barrier. The stress of each air-dielectric gap composite was accomplished using positively impulsed voltage, at atmospheric pressure. In the 6cm wide air gap of the needle plate, a polyfilm barrier was used with a thickness of 0.125 or 0.19mm. The barrier was placed at three different positions between the plates (ξ=x/d; x=1,2,3). At each location, two cases were investigated: 1) the same barrier was kept still and a voltage of various levels was applied and 2) the barrier was varied at each different level of voltage applied. The behaviour/response/efficiency of the air gap needle plate, having a nomex type barrier of 0.2 mm thickness, was investigated, when the barrier was placed at 6 different locations, ξ, between the electrodes.

In 1982, several rectangular openings were cut in a 100 year old sub-alpine Norway spruce forest stand to initiate regeneration at the Lusiwald site at Davos, Switzerland. The openings on the steep, north-facing slope created rapid changes to the environment of the border trees. Growth reactions of these border trees were compared and analysed with reference trees from the adjacent closed canopy stand in 1997. The radial growth pattern of the two data sets differed within the 14-year period since the openings were cut; the border trees showed growth releases. The growth reaction at the stem base was larger than at breast height. Changes in wind exposure may have influenced border trees to adapt their root systems. Sub-alpine Norway spruce stands aged around 100 years, which are usually considered slow-growing on a north aspect, still seem capable of reacting to greater resource availability such as sudden light changes.

Purpose This research is to investigate the effect of national culture on service provision. Hence, the researcher aims Firstly to investigate the differences in national culture between any two different countries share some attributes like language, religion or geographic location. Secondly, it aims to find whether the differences in national culture of two countries associated with differences in service provision. Finally, the researcher aims to propose a framework that shows how differences in national culture may associate with differences in service provision. Design /Methodology/ Approach This research will quantitatively develop and examine a conceptual framework that is designed to test the effect of national culture on service provision within the context of Takful industry. A total of 463 respondents completed the survey based questionnaire from two different countries (Kuwait and Egypt) which are identified as being related to the same cluster that is, the Arab clusters. The context of the research happened to be within the context of Takaful (Islamic insurance industry) due to the uniqueness of the sector to the cluster. The data was statistically tested using SPSS and AMOS programming system as the primary statistical technique to build structure equation modelling that allows testing the proposed conceptual framework Findings Results have shown that the differences in national culture of power distance and uncertainty avoidance have an effect on service provision through service delivery gaps. Results indicated that the service delivery gaps of information gap, specification gap and performance gap partially mediate the effect of national culture on service provision in terms of information flow, style of management, control, communication policy, specification driver and boundary system. The findings also indicate that there are differences in national culture between Kuwait and Egypt despite the commonality of language and religion. The findings are in contrary to Hofstede’s findings in which he argues that Arab cluster have an identical national culture dominated by Islam. Finally, results provide strong evidence that the researcher cannot disconfirm the theory after being statistically tested in which result support the validity of the theory. Limitations The research studied only two dimensions of national culture against three service gap attributed to the theory followed by the research, however they were found strongly linked in previous research. Also the research has addressed only one sector of service industry in two countries, but since the industry (Takaful) stemmed from the religion of the context to which previous research assumes homogeneity of Arab national culture based on the power of the religion. Hence, generalizability of the findings can be extended to any national culture of two countries from the similar cluster share similar attributes of religion and language. Contributions: Contribution to theory This research confirmed the findings of previous researches as to what extent national culture effect service provision associated with service delivery gaps. It confirmed previous research findings on the underlying relationships between national culture and service provision and how this might be associated with service delivery gaps. An important contribution to theory is the ability of power distance and uncertainty avoidance in predicting national culture differences in service provision between any two countries. Further, the study found that the national culture dimensions do not equally influence service provision as it varies cross culturally. In addition, the research contributes to the theory by providing a conceptual framework that can cultivates the seed in the body of knowledge to enrich the soil for researchers to study the effect of national culture on service provision. Another contribution stems from the findings that opposes Hofested’s claim regarding the homogeneity of Arab countries. Finally, the research proposes a data driven model stems from the collected data. Contribution to Practice The findings of this research assist service providers of Takaful in particular, and services sector providers in general, to improve their service quality as it identifies and explains some key insights that might help in dealing with various service delivery gaps. Therefore, it is very important for marketers to understand the effect of national culture differences on service delivery gaps which in turn effect the mechanisms of service provision. Contribution to Policy The research has contributed to the policy with which delivery processes can be systematically enhancing the excellence of service delivery for organizations. Policies of organizations can be set taking in consideration the role of national culture. Organizations may bridge the service delivery gap if they comprehend the effect of national culture on the delivery of their services. Information gap, specification gap and performance gap can be reduced or eliminated if provider understands the effect of national culture on those gaps and how they policies for Information flow, Style of management, Control, Communication policy, Specification driver and Boundary System. These polices may apply differently in different cultural settings as policies applicable in one culture may not be valid for other culture. On the other hand, differences in power distance and risk acceptance may shape provider’s policy to adapt to the pertinent environment. Hence, this research provides policy makers understand the role of culture on service provision. Contribution to method This research is significant in drawing support from cultures which is different from Anglo cultures (Hofstede, 1980) which in most researches provide evidence to the management literature. On the foundation of the literature review, the research has contributed to method by using a unique context that related directly to the studied national cultures. The method was the adoption of national culture of countries that belong to the same cluster and study the differences/similarities of this national culture with a unique context that related to the dimension to which they were clustered upon like religion and language. Moderation effect of national culture was not appropriate as the conventional methodology when using structural equation modelling in cross cultural studies. However, mediation effect has been found valid and appropriate in exploring the effect of national culture on service provision. results revealed that the method of testing mediation effect was successful in highlighting the effect of national culture drawn from similar cluster countries on service provision mediated by service quality gaps with which a new addition has been added to the body of the literature.

Light spectra distributions were measured in two different montane forests: temperate and tropical. Spectral light measurements were made in different sized canopy gaps in the conifer forest at H. J. Andrews Experimental Forest in Oregon, USA. Researchers at Oregon State University created these gaps of 20 m, 30 m, and 50 m in diameter. In the tropical cloud forest, spectral light measurements were made in two plots that were permanently established at La Mucuy Parque Nacional in Venezuela, in collaboration with researchers at Universidad de Los Andes. In both studies, spectra and distributions of physiologically active light were analyzed: red, far-red, R/FR ratio, and blue light.

Equity is an American ideal, one that is considered the cornerstone to good governance (Gooden, 2011). Achieving equity requires the eradication of racial disparities in opportunities and outcomes, particularly in education. Creating equitable educational experiences at community colleges is the focus of this research. The purpose of study is to examine the issue of social equity within community colleges in an effort to understand: (1) their efforts to promote student success through equity; (2) their commitment to social equity; and (3) the institutional change that is necessary to create an institutional culture that values social equity and is accountable for equitable student outcomes. Social equity is intrinsic for the promotion of student success within community colleges. The primary findings of this study are the: Leadership at the president and senior administrator level is necessary for the conceptualization and communication of an institutional vision of equity. Once leadership direction and commitment has been established, broad engagement across the institution is necessary for implementation of institutional changes needed to achieve equity. Improving student success was defined as the means for achieving equity by Round 1 Achieving the Dream colleges. It is vitally important to have the institutional research capacity that allows for analysis of student progression data, examination of achievement gaps through the disaggregation of student outcome data, evaluation of efforts implemented to improve equitable student outcomes and the overall culture of data informed decision making. Round 1 Achieving the Dream colleges are more comfortable with the “lift all boats” approach to student success versus a targeted approach based on data disaggregation and achievement gaps. To implement equity, it is important for community colleges to respond to outcome disparities on an institutional level by committing to the goal of equity. This study shows that recognizing inequity is the first step toward achieving equity. The pursuit of social equity within our public institutions and those that they serve is imperative to a nation that values democratic ideal of equality.

The objective of this thesis is to frame the scope of application of the Vienna Convention on the International Sale of Goods and other instruments of private international law relating to the international sales contract. In this field the gaps in the Vienna Convention are analysed and methods to fill them are explored. The first chapter introduces the key terms of international trade law. First, the types of legal provisions are listed and then the sales contract is defined under both, the Czech law and the Vienna Convention. In the second chapter I focus on the overview of the development of international uniform sales law and on further sources of law, which are important for international transactions. Besides the Convention itself, I study the Rome I Regulation, the uniform principles of international contract law and the Common European Sales Law. The third chapter advances to the core of the thesis, the gaps in the Vienna Convention. After defining the gaps and characterising them, I formulate the basic principles underlying the Convention, which are to be used to fill the internal gaps. In the last, fourth chapter I selected three gaps in the Vienna Convention: interest rate, set off and the form of the contract. One by one, I explain their nature and all approaches to the gap-filling with...

Le modèle de culture STICS a été adapté pour la culture du riz inondé et la capacité de prédiction du modèle a été évaluée pour la simulation de la biomasse à la récolte et du rendement en grains. La base de données utilisée pour ce travail résulte de la collecte de données au champ sur des parcelles en Camargue (sud-Est de la France) gérées par les agriculteurs. Pour la modélisation, ne disposant que très peu de données d’expérimentation, une procédure originale d’utilisation des données obtenues à la ferme a été développée. Ce travail est composé de trois phases: (i) une analyse de la base de données initiale constituée d’informations sur 472 parcelles, 33 variétés et 11 sols aux propriétés physiques différentes et collectées entre 1984 et 2009 dans toute la Camargue; (ii) la sélection des options et des formalismes pertinents pour la culture du riz, (iii) la préparation du jeu de données pour la modélisation par élimination des parcelles dont les rendements sont limités par des facteurs non pris en compte dans le modèle; (iv) la paramétrisation et la simulation des variables choisies.Les résultats de l’application de STICS au riz sont satisfaisants pour près de 80% des parcelles utilisées pour la base de données de calibration. L’accord entre les simulations et les observations est meilleur lorsque les informations d’entrée du modèle sont complètes. Les simulations de la biomasse et du rendement en grains sont d’une qualité légèrement plus faible pour la base de données de validation que pour la base da calibration. / The crop model STICS was adapted for the flooded rice and model’s prediction ability was evaluated by the simulation of the plant biomass at harvest as well as the grain yield. The dataset used for this purpose was collected from the fields situated in whole Camargue (Southern France) and managed by the farmers. We introduced an original procedure to use the farm data instead of experimentation for modeling. This work was carried out in three phases, (i) analysis of the initial database of 472 fields, 33 different varieties and 11 physically different soils grown in the whole Camargue between 1984 and 2009, (ii) selection of the options of formalisms relevant to the rice crop, (iii) preparation of dataset for modeling by eliminating the fields in which the yields were limited by the factors not taken into account by the model and (iv) parameterization and the simulation of the selected target variables. The results of the application of STICS to rice crop were satisfactory for almost 80% of the fields of calibration data. Particularly, there was a good agreement between simulations and measurements of the situations with complete information regarding to the inputs. The simulation patterns for both the plant biomass and the grain yield of dataset of validation are similar as that of dataset of calibration exhibiting slightly reduced simulation quality. More discrepancies were observed in the simulations made by the model calculated dates of different phenological stages compared to the simulations run by using the observed dates of same stages.