The objective of this study is to examine the current practices related to performance measurement in service operational settings. Several statistical procedures are utilized to analyse the data collected from Portuguese service organizations. These procedures include multiple regression analysis, cluster analysis, and gap analysis. Overall, the results of this study indicate that service organizations are beginning to view performance from a broad, organizational perspective. However, they are still, to a certain extent, emphasizing financial measures of performance. This study provides managers of service organizations with valuable insights into the organizational role of performance measures and measurement. This line of research is consistent with the significant growth of the service sector in recent years.

The objective of this study is to examine the current practices related to performance measurement in service operational settings. Several statistical procedures are utilized to analyse the data collected from Portuguese service organizations. These procedures include multiple regression analysis, cluster analysis, and gap analysis. Overall, the results of this study indicate that service organizations are beginning to view performance from a broad, organizational perspective. However, they are still, to a certain extent, emphasizing financial measures of performance. This study provides managers of service organizations with valuable insights into the organizational role of performance measures and measurement. This line of research is consistent with the significant growth of the service sector in recent years.

Purpose: This paper aims to examine, the specific literature related to performance measurement in the service sector. In the process, it also aims to classify and examine innovative approaches and models utilized to measure performance in service operational settings. Based on this investigation, the paper seeks to identify relevant benchmarking implications. Design/methodology/approach: A database of 141 peer-reviewed publications, published between 1981 and early 2008, was utilized for the purpose of this paper. The published works included contributions from both practioners and scholars. Findings: The International Journal of Productivity and Performance Management is found to be the leading journal in terms of contributions to performance measurement in service operational settings. It contributed 25 articles. The bulk of published work appeared in international journals. These contributions were mixed in nature. They included empirical, conceptual, case studies, literatures reviews and interviews. The focus of the articles examined was also mixed. These articles tended to emphasis operational, customer, strategic, supplier, and environmental aspects of service. Research limitations/implications: Based on the findings of this paper, it is concluded that this area of research is in need of more future efforts aimed at solidifying theoretical constructs and practical applications. Practical implications: Findings derived from this investigation have relevant benchmarking implications. In this context, understanding the different approaches to performance measurement as utilized in service organizations is critical to the efforts of these organizations' performance improvement efforts. Originality/value: Understanding the types and scopes of the different approaches and models utilized to measure performance in service operational settings is important in light of the growing significance of the service sector.

Orientation: For decades, organisations have implemented performance management systems in order to promote an environment focused on performance enhancement and employee development. Performance appraisals have consistently been at the centre of performance management systems. However, they are often perceived as being ineffective or unsatisfactory, resulting in dissatisfaction and contributing to financial and time losses. Performance Appraisal Satisfaction (PAS) amongst employees is, therefore, vital if organisations want to achieve desired outcomes. Limited research was found that explained or described methods which organisations can utilise to increase PAS amongst employees. Research rationale and objectives: As organisations become more global, innovative and employee-focused, the need to cater to individual needs and desires has significantly increased. This study aimed to investigate ways in which PAS can be increased through the individualisation of three performance appraisal aspects namely; number of raters; method of feedback and frequency of feedback. In terms of the individualisation factors, this study has focused on; level of perceived self-efficacy and the Big Five personality dimensions. Research approach: Given the limited pre-existing literature on this topic, the present study used an exploratory research approach to engage with the results in an in-depth manner. Qualitative and quantitative data was collected from employees and Human Resource practitioners in order to establish performance appraisal preferences and the viability of implementing individualised performance appraisals. Composite questionnaires consisting of Likert-type questions, choice-based conjoint tasks and open-ended questions, were distributed utilising a convenient and snowball methodology. Completed questionnaires were analysed by means of descriptive and inferential and statistics, conjoint analysis, as well as by means of a thematic analysis. Semi-structured interviews were conducted with Human Resource practitioners and analysed using a thematic analysis. Main findings: Results from the descriptive and inferential statistics indicate that the level of self-efficacy and personality-type are significant in predicting certain performance appraisal preferences. For example, respondents with increased levels of perceived self-efficacy significantly preferred face-to-face feedback from a manager (p < .05) while respondents with low levels of perceived self-efficacy significantly preferred impersonal feedback (p < .05). Results from the composite questionnaire’s open-ended items indicated that employees prefer performance appraisals which considered their personality type and level of self-efficacy. However, the thematic analysis conducted on the HR practitioner interviews revealed that HR practitioners are hesitant to implement a novel performance appraisal system for reasons including; gaining top-management support and the additional time and administrative burden it would likely impose on the HR practitioners themselves.

Dans ce travail de thèse, nous proposons d'étudier les méthodes d'évaluation de l'attention ainsi que son implication dans la gestion de la difficulté dans le contexte du jeu vidéo. La prise en compte des processus attentionnels joue un rôle important dans la construction des interfaces homme-machine. La perturbation de ces processus peut, symétriquement, servir de variable d'ajustement des difficultés rencontrées dans les challenges proposés par les game designers. Notre première démarche a consisté à mesurer des temps de réaction de l'utilisateur dans un contexte de jeu sérieux. L'algorithme développé a permis, par une analyse des trajectoires du pointeur contrôlé par le joueur, de détecter des valeurs anormales de temps de réaction. Cela nous a amené à étudier dans quelle mesure la quantité d'information présentée à l'écran pouvait altérer les performances d'un joueur. Notre deuxième approche a consisté donc à mesurer les effets produits par une variation du champ de vision choisi sur la caméra virtuelle dans les jeux à la première personne. Dans la suite de ce travail, nous avons étudié dans quelle mesure la distribution de l'attention d'un utilisateur sur plusieurs dispositifs pour réaliser une simple tâche pouvait modifier les performances comparativement à un dispositif unique. Cette étude a montré que l'utilisation de deux dispositifs en parallèle provoque une augmentation significative de la difficulté. / In this thesis, we study attention evaluation methods and their application to the management of difficulty within the context of video games. The consideration of attentional processes plays an important role in the development of human-computer interfaces. The disruption of these attentional processes can be used symmetrically as a variable for adjusting game difficulty. Our first approach was to measure user reaction time, which we did in the context of a serious game. By analyzing the trajectories of a mouse cursor controlled by the player, our approach allows us to detect abnormal reaction time values. This led us to consider how the amount of information displayed on screen could alter player performance. Our second approach, therefore, was to measure the effects produced by variations in the field of view of the virtual camera in a 3D first-person game. Finally, we studied how the distribution of user attention across multiple devices for the execution of a simple task could affect performance relative to the use of a single device. This study showed that the use of two devices in parallel causes a significant increase in difficulty.

Au cours des dernières années, l'intérêt porté aux performances de la navigation internet n'a cessé de croître au sein de la communauté scientifique. Afin de comprendre la perception qu'a l'utilisateur des performances de la navigation Web, au cours de cette thèse nous abordons différents problèmes liés aux performances de la navigation Internet telle qu'elle est perçue par l'utilisateur final. Cette thèse se compose de trois parties: la première partie présente notre nouvelle plateforme basée sur des mesures faites au niveau du navigateur. Nous présentons les différents paramètres que nous obtenons facilement à partir du navigateur, ainsi que des indicateurs du ressenti de l'utilisateur final. Ensuite nous utilisons des techniques de partitionnement de données afin de trouver les corrélations existantes entre performances de haut niveau et de bas niveau. Dans une seconde partie, nous présentons notre outil de diagnostic appelé “Firelog”. Nous étudions tout d'abord les différentes causes qui peuvent affecter le rendu d'une page Web. Ensuite nous décrivons en détails les différents composant de notre outil et les mesures qu'il effectue. Sur la base des paramètres mesurés, nous illustrons notre modèle pour le diagnostic des performances d'une manière automatique. Dans la dernière partie, nous proposons une nouvelle méthodologie, “Critical Path Method” (ou Méthode du Chemin Critique) pour l'analyse des performances de la navigation Web. Nous expliquons d'abord en détails les caractéristiques intrinsèques du Navigateur lors du rendu d'une page Web, puis nous présentons formellement notre méthodologie. / In recent years, the interest of the research community in the performance of Web browsing has grown steadily. In order to reveal end-user perceived performance of Web browsing, in this thesis work, we address multiple issues of Web browsing performance from the perspective of the end-user. The thesis is composed by three parts: the first part introduces our initial platform which is based on browser-level measurements. We explain measurement metrics that can be easily acquired from the browser and indicators for end-user experience. Then, we use clustering techniques to correlate higher-level performance metrics with lower level metrics. In the second part, we present our diagnosis tool called FireLog. We first discuss different possible causes that can prevent a Web page to achieve fast rendering; then, we describe details of the tool's components and its measurements. Based on the measured metrics, we illustrate our model for the performance diagnosis in an automatic fashion. In the last part, we propose a new methodology named Critical Path Method for the Web performance analysis. We first explain details about Web browser's intrinsic features during page rendering and then we formalize our the methodology.

Black woman as a symbol. Black woman as the dark side, as a shadow. Black woman as extinction, destruction, death. Black woman as a manifestation of the archetype.

Constantin Stanislavski developed a method for actors in bringing to life characters for the stage. Even though Stanislavski developed his theories in response to the stage climate of the late nineteenth and early twentieth centuries, many of his ideas remain relevant today. In this study, parts of his system were applied to the roles performed in Moises Kaufman's The Laramie Project. Those roles were Moises Kaufman, Jonas Slonaker, Doug Laws, Anonymous, Detective Rob Debree, Governor Jim Geringer, Reverend Fred Phelps and Dennis Shepard. The purpose of this exploration was to create unique, believable characters and develop solutions for personal acting problems. Through this study, it was concluded that this method empowered me as I sought ways to personalize with the reality of the characters.

This master's thesis project focuses on the life and music of Liza Minnelli, the research of which culminated in the development of a one-woman performance piece and monograph. Using song, dance, and dramatic dialogue, this presentation reveals the many aspects of Liza's heart and soul, her relationship with her famous mother, and her own personal struggles. Through the eyes of Liza, this piece will explore the duality of her life--the underlining turmoil that fluctuated between her personal life and professional career. My methodology includes studying biographies, articles, and interviews written about Liza Minnelli, as well as watching films and performances of her work. The performance piece is a compilation of my research. I will also explore the relationship and influence that Liza's famous mother had on her, and see if other adversaries in her personal life affected her choices as a singer, actress, and entertainer. People have often told me I look like Liza Minnelli. Walking down Lexington and 47th Street was one of the many times; I was approached by excited Liza Minnelli fans wanting an autograph and snapshot of me. The reaction I received in letting them know I was in the same business was just a precursor to daydreaming of one day portraying Liza on stage. I always loved Judy Garland's and Liza's musicals and movies. They inspired me at a young age. Never once did I try to emulate Liza's style or copy her personality, because like her, I am determined to be my own "me." Ultimately, I would like this to be the beginning of something that I can continue to develop and workshop with the intent to produce for other professional theaters.

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