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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.

Hur hotellgäster väljer att ta ton & vad vill de egentligen ha? : En kvantitativ studie om gästers uppfattning av service recovery inom hotellbranschen.

Nilsson, Caroline, Sundholm, Matilda January 2015 (has links)
Hotellbranschen är en bransch som ständigt expanderar. Även om beläggningsgraden på hotellen inte ökar avsevärt växer antalet övernattningar på hotell vilket tyder på en ökad konkurrensbild på marknaden. Samtidigt fokuserar tjänsteföretagen alltmer på företagets personalresurser och att kunna erbjuda något utöver kärntjänsten för att differentiera företagets position på marknaden. På ett hotell där hotellrummen är den huvudsakliga tjänsten läggs ett allt större fokus på att erbjuda gästerna service av hög kvalité vilket medför gästnöjdhet och att gästerna återkommer till hotellet. Service är prestationer som utförs av människor och på ett hotell interagerar personalen ständigt med gästerna. Det är därför oundvikligt att gästen någon gång upplever service som inte lever upp till dennes förväntningar. När ett servicemisstag inträffar är det viktigt att det hanteras på bästa sätt. Service recovery är de åtgärdande handlingar serviceutövaren använder för att försöka reparera misstaget. Omfattande forskning finns inom området kundnöjdhet däremot finns det få studier inom hotellbranschen som fokuserar på hur problem ska hanteras när de väl uppstår. Därför ser vi en möjlighet att skriva denna studie i ämnet service recovery. Syftet med studien är att undersöka hur missnöjda gäster uttrycker sitt missnöje samt att identifiera vilka service recoverystrategier hotell kan använda sig av när ett servicemisstag inträffar. Intressant är även att studera om skillnader finns gällande om gästen övernattar på hotell i affärs- eller nöjessyfte. Genom en kvantitativ studie kan vi konstatera att det största servicemisstaget som kan ske på ett hotell är otrevlig och ohjälpsam personal. När ett misstag inträffar väljer de flesta gäster att berätta för personalen om problemet. Intressant är även att se att många gäster skulle berätta för vänner och familj om händelsen, vilket leder till en negativ spridning av word-of-mouth som är ofördelaktigt för hotellen. Skillnader som kunde utläsas av studien gällande affärs- och nöjesgäster var få. De skillnader som kunde identifieras var att affärsgäster i större utsträckning än nöjesgäster hellre önskar erhålla en kompensation än ett förstående beteende från personalen medan de som övernattade på hotellet för nöje värdesatte att personalen visade förståelse och ansträngde sig för att hitta en lösning. Gemensamt var att majoriteten av hotellgästerna ansåg att det allra viktigaste i personalens agerande när ett servicemisstag inträffat var att problemet hanterades snabbt. / The hotel industry is constantly growing. Although the occupancy rate of the hotels have not increased significantly, the number of nights spent in hotels continue to grow suggesting that the industry is experiencing a thriving competition. To stand out in this competition service companies are focusing more and more on the company’s human resources and also to offer the guest something beyond the core service of a hotel stay. The core service in a hotel is the hotel room. Hotels are now making a greater effort to offer the guests high service quality to obtain guest satisfaction and returning guests. Services are mostly carried out by people, which mean that a hotels personnel constantly interacts with the guests. It is therefore inevitable that some guest will experience service that does not live up to their expectations. When a service mistake occurs it is vital that it is handled in the best possible way. Service recovery is the remedial actions the hotel personnel uses to try to repair the mistake and the relationship with the guest. Extensive research has been done in the area of customer satisfaction. However, there are few studies in the hotel industry, which focuses on how the problem should be handled once they arise. Therefore, we saw an opportunity to write this study of the subject service recovery. The purpose of the study is to examine how disgruntled guests express their dissatisfaction and to identify which service recovery strategies hotels can use when a service mistake occurs. It is also interesting to study whether there are differences regarding if the guest is staying at the hotel, in business or for leisure purposes. Through a quantitative study we found that the greatest service mistake that can happen at a hotel is when the staff is rude and unhelpful. When an error occurs, most guests choose to tell the staff about the problem. Interesting was also to see that many guests would tell friends and family about the incident, which leads to a negative spread of word-of-mouth which is disadvantageous for hotels. Differences that could be inferred from the study on conditions of business and leisure guests were few. The differences that could be identified was that business guests greater than the leisure guests would rather receive a compensation other than an understanding behavior from the staff while those who spent the night at the hotel for the leisure valued that the staff showed understanding and effort to find a solution. The majority of the hotel guests felt that the most important thing in the staff's behavior when a service mistake occurred was that the problem was handled quickly.

Benchmarking tests on recovery oriented computing

Raman, Nandita 09 July 2012 (has links)
Benchmarks have played a very important role in guiding the progress of computer science systems in various ways. Specifically, in Autonomous environments it has a major role to play. System crashes and software failures are a basic part of a software system’s life-cycle and to overcome or rather make it as less vulnerable as possible is the main purpose of recovery oriented computing. This is usually done by trying to reduce the downtime by automatically and efficiently recovering from a broad class of transient software failures without having to modify applications. There have been various types of benchmarks for recovering from a failure, but in this paper we intend to create a benchmark framework called the warning benchmarks to measure and evaluate the recovery oriented systems. It consists of the known and the unknown failures and few benchmark techniques which the warning benchmarks handle with the help of various other techniques in software fault analysis. / text

Dynamic stability during perturbed human walking

Frank, Kelly Anne 27 November 2012 (has links)
The recovery strategies after a trip vary depending on several conditions. The location, timing, and magnitude of the trip are determining factors as well as the speed of the subject when the trip occurs. Previous studies focused on the trip and the recovery without systematically varying the walking speed. Individuals at high risk of falls alter their walking speed in an effort to be more stable in case of a trip. However, no studies to date have analyzed the recovery strategies when walking faster and slower than preferred. Using a treadmill and a specially designed tripping device allows for subjects to be unsuspectingly tripped at different times and different speeds while measuring kinematic and EMG responses. The tripping device included a cuff attached to the left ankle of the subject and would stop the left ankle when signaled by the experimenter. From these findings we can infer that slower walking does aid in trip recovery. Although a more robust study should be performed to confirm the consistency of these findings across multiple populations, it seems that slower walking does aid in trip recovery. / text

The concrete particulars of the everyday realities of street children

Grundling, J, Grundling, I 11 April 2005 (has links)
The problem of street children in Namibia corresponds with that seen in other Third World countries where the economic and socioeconomic climate favours unemployment and poverty, resulting in cultural degeneration and desperate antisocial behavioural patterns. An example of this phenomenon is the growing numbers of street children who are not an integral part of a family, supportive neighbourhood or healthy surroundings. A recovery plan based on the concrete particulars of the everyday realities of these children is urgently required to reverse the situation. It demands a clear understanding of the problem within the specific context of Namibia. This article describes the general characteristics, behavioural patterns and causes of the phenomenon in order to enable the government to prevent, manage and provide an efficient service to households in Namibia so as to defuse and respond to those factors contributing to children living on the streets.

Effects of post-stroke depression on cognitive and linguistic recovery

Amoroso, Jill 12 November 2010 (has links)
The aim of this paper is to explore the relationship between functional recovery from stroke and depression. Stroke leads to depression both directly (through the location of the lesion) and indirectly (through decreased functional status and aphasia secondary to stroke). Consequently, depression may limit functional recovery and recovery from aphasia. The relationship between decreased functional status post-stroke and depression appears to be bidirectional and mutually-reinforcing (decreased functional status leads to depression and depression limits functional recovery). Similarly, the relationship between aphasia recovery and depression is likely bidirectional and mutually reinforcing. Antidepressants may be useful in disrupting these relationships and thereby improving functional recovery from stroke. / text

The effectiveness of the recovery workbook as a psychoeducation intervention for facilitating recovery in persons with serious mental illness

Barbic, Skye 02 August 2007 (has links)
Objective: In this study, the effectiveness of the modified Recovery Workbook as a psychoeducational tool for facilitating recovery in persons with serious mental illness was examined. Methods: The study was a multi-center, prospective, single-blinded, randomized controlled trial. A total of 33 people receiving Assertive Community Treatment (ACT) services participated in the study. For 12 weeks, a control group continued receiving their usual treatment as determined by the ACT team, and an intervention group received the Recovery Workbook training in addition to the normal standard of care from the ACT team. Groups were compared using t-tests for continuous measures and chi-squared analyses with correction for continuity of dichotomous measures, as appropriate. The overall effects of the Recovery Workbook Training on individuals’ perceived level of hope, empowerment, knowledge, and quality of life were measured using a repeated measures analysis of variance (ANOVA). Team (PCCC-MHS/Frontenac) and group (experimental/control) were the between-subject factors, and time of testing (initial, final) was the within subject factor. Results: Participation in the Recovery Workbook was associated with significant change in participants’ perceived sense of hope, empowerment, and goal and success orientation. These associations remained significant when commensurate demographic variables were controlled for. Conclusions: This study is the first randomized controlled trial of a recovery-based psychoeducational intervention in persons with serious mental illness, and opens a new chapter of evidence-based practice for implementing recovery in mental health service delivery. / Thesis (Master, Rehabilitation Science) -- Queen's University, 2007-08-01 11:55:02.924

Understanding the Role of Caustic Addition: A Comparison of Sodium Hydroxide and Ammonium Hydroxide

Flury, Christopher T. Unknown Date
No description available.

Recovery after intracerebral hemorrhage

Auriat, Angela Michelle Unknown Date
No description available.

Microbial products in enhanced oil recovery

Ramsay, Juliana Akit January 1987 (has links)
No description available.

Thinking outside the lake: Multiple scales of amphipod recovery

Kielstra, Brian 07 February 2014 (has links)
Tracking recovery in disturbed environments requires the consideration of many spatial and temporal scales. A sensitive indicator organism, Hyalella azteca, was used to assess lake recovery at multiple scales in the region of Sudbury, Canada. A 40-lake presence-absence survey was conducted over a period of 23 years to track colonization history and chemical factors that limit this typically ubiquitous organism. A six-lake study was used to investigate the importance of spatially varying watershed characteristics within lakes, which could provide habitat hot spots for colonization during early stages of recovery. An intensive single-lake study examined the effects of local-scale chemistry (e.g., bioavailable metals, waterborne organic matter) and adjacent subcatchment terrestrial features on the availability of suitable habitat for colonizing amphipods. At the regional scale, presence-absence models suggested that colonization probability increased with lake water conductivity and alkalinity. Within lakes, subcatchment confluence sites appeared to be important habitats in the early stages of colonization. Site-specific features, such as macrophyte and woody debris cover, increased and decreased H. azteca abundance, respectively, and yet these relationships were influenced by adjacent terrestrial subcatchment characteristics. For example, with more terrestrial vegetation, the relative increase in abundance due to macrophyte cover was further increased. Within the intensively-studied lake, larger subcatchments with more terrestrially-derived waterborne organic matter had higher abundances of H. azteca. Using H. azteca as an indicator of aquatic ecosystem health, these relationships suggest that as lakes recover, subcatchment confluence sites can be hot-spots for colonization, and their suitability improves with interactions between local habitat characteristics and terrestrial characteristics. / Thesis (Master, Biology) -- Queen's University, 2014-01-31 21:50:26.021

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