Made available in DSpace on 2016-12-01T19:18:37Z (GMT). No. of bitstreams: 1 116819.pdf: 436520 bytes, checksum: b2e480280d4f3c76d0044694dd8bdeac (MD5) Previous issue date: 2013-12-03 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Be the largest logistics operator in the Direct Marketing industry in Brazil by 2020 is the strategic objective of the Brazilian Enterprise of Mail and Telegraph (ECT). For achieve this purpose, have in its portfolio specialized services, delivery of promotional materials (printed, gifts and samples) with distribution in all municipalities of the country. The purpose of this work was to propose a set of actions to improve the process of performance of the Direct Marketing segment of the Regional from the State of Santa Catarina (SC) of the ECT. For such, a case study was performed with qualitative and quantitative approaches, in different and complementary steps. A qualitative approach was applied, initially, in the exploratory phase to realize an interpretative analysis of the perception of seven internal managers (through focus groups) who work in the business of ECT / SC related to the segment. In this exploratory stage, check threads were created for the three subsequent surveys applied on the service network, distribution network and contract customers. The second qualitative approach was applied in the final stage of the study to know in depth the perceptions from six contractual customers of the three channels of relationship defined by ECT. Data collection was conducted through interviews with managers of commercial and marketing of selected companies. The quantitative research approach was applied on the own branch network of ECT and its distribution network of postal items, because they are part of the execution of the service process. The aim of the two studies was to identify the perceptions of managers from both networks on the provision of the Direct Marketing segment. Data collection was through a structured instrument, available on the intranet environment, and the analysis was descriptive. After the consolidation of the results of four surveys , it was found that the future outlook of the market for postal media are favorable, from the view of managers and customers of ECT / SC, because the direct mail becomes a differential in the communication strategies of companies. However, it is necessary to readjust some business practices and support at the regional level and also at the corporate level in order to deliver the greatest possible value expected by the market. / A ECT tem como objetivo estratégico ser a maior operadora logística do mercado de Marketing Direto no Brasil até 2020. Para isto, tem em seu portfólio serviços especializados na remessa de materiais promocionais (impressos, brindes e amostras) com distribuição em todos os municípios do país. O objetivo desta dissertação foi propor um conjunto de ações para aprimorar o processo de prestação dos serviços do segmento Marketing Direto da ECT/SC. Para tanto, foi realizado um estudo de caso com abordagens qualitativa e quantitativa, realizadas em etapas distintas e complementares. A abordagem qualitativa foi aplicada, primeiramente, na fase exploratória, para uma análise interpretativa da percepção de sete gestores internos (por meio de grupo focal) que atuam na área de negócios da ECT/SC, sobre o segmento. Nesta etapa exploratória, foram criados tópicos de verificação para as três pesquisas subsequentes realizadas com a rede de atendimento, rede de distribuição e clientes contratuais. A segunda abordagem qualitativa foi aplicada na etapa final do estudo para conhecer em profundidade as percepções de seis clientes contratuais dos três canais de relacionamento definidos pela ECT. A coleta de dados foi por meio de entrevista realizada com gestores da área comercial e de marketing das empresas selecionadas. Na abordagem quantitativa foram aplicadas pesquisas na rede de agências próprias e na rede de distribuição dos objetos postais, por fazerem parte do processo de execução dos serviços. O objetivo das duas pesquisas foi identificar a percepção dos gestores de ambas às redes, sobre a oferta do segmento Marketing Direto. A coleta de dados foi por meio de instrumento estruturado, disponibilizado no ambiente de intranet e a análise foi descritiva. Após a consolidação dos resultados das quatro pesquisas, verificou-se que a perspectiva futura de mercado para a mídia postal é favorável na opinião dos gestores e clientes da ECT/SC, pois a mala direta passa a ser um diferencial nas estratégias de comunicação das empresas. Entretanto, é necessário reajustar algumas práticas de negócios e de suporte em nível regional e, também, em nível corporativo, a fim de entregar o maior valor possível esperado pelo mercado.

Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2019 / Financial sustainability of water and sewerage provision is undermined by consumers’ inability and reluctance to pay service fees. Consequently, the escalation of operational and maintenance costs of water and sewerage provision is a major challenge facing South African municipalities. This study examines the provision of water and sewerage services and presents a strategic framework to manage revenue collection to achieve water and sewerage provision financial sustainability. The study applied interpretive epistemology research method. Content analysis was used to collect and analyse data for an improved understanding of service provision and revenue collection mantra. Unlike the other method such as the exploratory research method that provides a description of the observed phenomenon, an interpretive epistemology methodology provides deeper insights into management strategies that are required in order to achieve sustainable water and sewerage provision. The main objective of this study was to investigate factors affecting financial sustainability of water and sewerage provision in Cape Town. The qualitative data were analysed using content method of analysis to gain better meaning of the phenomenon being studied. The results show that although the water and sanitation department of the participating organisation is making efforts to generate revenue through implementing water and sanitation services payments, there are some residents who refuse to pay for services, resulting in revenue loss. The other reason for loss of revenue is unaccounted water which is the focus of the water and sewerage, demand management and strategy section; this is as a result of leaks, illegal connections, unregistered car wash bays, unmetered connections and informal settlement areas which do not get enough subsidies. The reasons advanced for unwillingness to pay for water and sanitation services by consumers were unemployment, poverty, unequal distribution of services and general ignorance. This study has found evidence of a reluctance toward service payment by participating consumers – requiring strategies to encourage rates payments.

Yes / As the ageing population in China continues to grow, more people will be living with long-term health conditions and require support from family care-givers. This scoping review therefore aims to explore sources of stress and coping mechanisms adopted by care-givers of older relatives living with long-term conditions in mainland China. Literature searches were conducted in English (CINAHL, EMBASE, MEDLINE, PsycINFO and SCOPUS) and Chinese (CNKI, WANFANG DATA, CQVIP and CBM) databases between October and November 2019. The searches focused on the stressors and coping mechanisms utilised by family care-givers residing in the community. Narrative synthesis was used to identify themes within the data. Forty-six papers were included: 20 papers from English and 26 from Chinese databases. Six themes captured stressors: care-giving time (N = 22), financial resources (N = 17), role and personal strains (N = 42), preparedness (N = 4), social roles (N = 10) and lack of adequate formal support (N = 22); and one theme captured coping (N = 14). Unmet needs of care-givers of older relatives in mainland China were found to be extensive. Only a few studies had attempted to explore the causal link between stressors, coping and the influence of culture. Findings underscore the significance of adequately capturing intricacies around care-givers’ unmet needs, rather than generalising on the basis of culture. Qualitative studies are critical to providing a better understanding of the relationship between stressors, coping and resources afforded to care-givers by their cultural environment. Having such understanding is crucial to inform the development of competent care, which promotes self-efficacy and self-actualisation in care-givers in mainland China. / This work was supported by Research England: Quality Related Global Challenge Research Fund (QR-GCRF).

Thesis (MPA.) -- University of Limpopo, 2001 / Refer to document

<p>The use of external providers for the provision of information and communication technology (ICT) in small and medium-sized enterprises (SMEs) is expected to increase. At the end of the 1990s the concept of Application Service Provision (ASP) and Application Service Providers (ASPs) was introduced. This is described as one way for SMEs to provide themselves with software applications. However, it</p><p>can be stated that the concept has not taken off. This study examines what reasons influence the decision-making when deciding to use or not use ASP. The research question is: How do SMEs decide on using an Application Service Provider for the provision and maintenance of ICT? In order to answer the question decision-making processes in SMEs have been investigated in an interpretive case study. This study</p><p>consisted of mainly semi-structured interviews that were done with three different ASPs and customers related to them. It also consisted of a questionnaire to the customers of one of the service providers. The analysis was then made as a withincase analysis, consisting of detailed write-ups for each site. The interviews and a literature survey of the ASP concept and theories that have been used to explain the ASP decision-making process generated seven constructs. From the presented and discussed theories, models and proposed constructs seven propositions were formulated. These propositions were used for the analysis and presentation of the findings in the study. The main conclusion of the study is the disparate view of what affects the adoption or non-adoption of the ASP concept. The service providers express the decision as a wish from the prospective customer to decrease costs and increase the predictability of costs. The customers on the other hand express it as a wish to increase accessibility; the cost perspective is found to be secondary.</p>

Nach Befunden des Bundes-Gesundheitssurveys 1998/99 (Zusatzsurvey „Psychische Störungen“) litten im Jahr der Erhebung 32% (=15,6 Millionen) der erwachsenen deutschen Bevölkerung im Alter von 18–65 unter einer oder mehreren psychischen Störungen. Jeder dritte Betroffene (36%) steht oder stand im Jahr vor der Erhebung wegen der psychischen Störung in Kontakt mit ambulanten oder stationären psychiatrisch/psychotherapeutischen Diensten oder seinem Hausarzt. Der Anteil von Betroffenen, die eine im weitesten Sinne adäquate Therapie nach modernen wissenschaftlichen Kriterien erhalten, kann konservativ auf ca.10% geschätzt werden. Die niedrige Versorgungsquote betrifft dabei nicht alle spezifischen Störungsgruppen in gleichem Ausmaß; niedrige Versorgungsraten ergaben sich insbesondere für somatoforme und Suchterkrankungen. Ferner ergaben sich zum Teil markante regionale Unterschiede (z.B. besonders schlechte Versorgungslage in Regionen, die weder über eine nahe Universität noch über psychotherapeutische Weiterbildungsinstitutionen verfügen).Ungeachtet unterschiedlich weiter oder enger Definitionen des Begriffs Behandlungsbedarf, zeigt sich eine gravierende Unterversorgung von Personen mit psychischen Erkrankungen. Quantitativ bedeutsame Hinweise auf eine Fehl- oder Überversorgung von Betroffenen lassen sich nicht aufzeigen. / Data from the German Health Interview and Examination Survey, Mental Health Supplement (N=4181) reveal that 32% (15,6 million people) of the adult population between 18 and 65 years of age suffer from one or more mental disorders. Among those only 36% receive treatment which also varies in type, duration, and adequacy. The proportion of cases receiving “adequate evidence- based treatments” was estimated to be about 10%.Lowest treatment rates were found for somatoform disorders and substance abuses, highest for psychotic disorders, panic disorder, generalised anxiety disorder, and dysthymia. The data reveal substantial regional differences with regard to treatment rates (e.g. lower rates in regions without universities or institutions offering postgraduate mental health education).The paper concludes that, depending on the diagnosis, a considerable degree of unmet medical needs exist for the majority of people affected by mental disorders. No evidence was found for an excessive supply of health care for the patients suffering from mental disorders or for treatments without an existing clinical need.

Due to changes in UK and Scottish policy and NHS directives, there have been many changes and improvements in the way information is provided to patients affected by cancer and their families over the last decade. The information provided should be accurate, detailed and tailored to the individual’s needs across the whole of their cancer trajectory. People affected by laryngeal cancer could be classed as a “Cinderella” group as there is a lack of research with this group of patients and their families, in comparison to other types of cancer, even though the impact of treatment can have a profound and debilitating effect on the individual and their family’s quality of life. How this group of patients and their families use and source information to help them make sense of their experiences across their trajectory is unknown, therefore this study explored the role of information based on the experiences of people affected by laryngeal cancer across their cancer trajectory. The study adopted an interpretive prospective longitudinal approach, using two in-depth qualitative interviews with twenty patients and eighteen carers from across the main treatment pathways associated with this type of cancer. The data were analysed using Framework Analysis and influenced by Dingwall’s Illness Action Model. Four broad thematic headings were developed to explain the role of information: “Search for Normality”, “Illusion of Certainty”, “Reality of Uncertainty” and “Culture of Caring”. Relationships were identified between these headings at four key stages across the cancer trajectory. The ii broad theme “Search for Normality” overarched the whole of the cancer trajectory explaining how information was sourced and used to help this group understand their experience of symptoms. The main findings from the study show that two broad categories of information are used: information from health professionals and experiential information from one’s own and others’ experiential knowledge of health and illness. Both categories of information are sourced and used in different ways at different stages over the course of the trajectory and become inextricably linked over time. The study shows that information is not an entity that can be studied on its own but needs to be studied and explained in the ways it is situated, used and experienced within the context of the complex needs and experiences of this group of patients and their families. This study is the first longitudinal study to provide an explanation of the role of information with people affected by laryngeal cancer across their cancer trajectory. The findings show how the different types of information used from the various sources influence how people affected by laryngeal cancer perceive and understand their diagnosis, treatment and the outcome of treatment. The study findings suggest that health professionals need to situate information in the context of the individual’s understanding and prior knowledge of health and illness to ensure that it does not set unrealistic expectations, with a clear need for continuity and supportive care identified in the post-treatment and follow-up phases.

ANTONIOLI, R. P. Adaptive radio resource allocation algorithm for user satisfaction maximization in multiple services wireless networks 2017. 102 f. Dissertação (Mestrado em Engenharia de Teleinformática)–Centro de Tecnologia, Universidade Federal do Ceará, Fortaleza, 2017. / Submitted by Renato Vasconcelos (ppgeti@ufc.br) on 2017-09-08T17:54:33Z No. of bitstreams: 1 2017_dis_rpantonioli.pdf: 2283273 bytes, checksum: 32511d6360c80cf9a9c0da22fd48abd9 (MD5) / Rejected by Marlene Sousa (mmarlene@ufc.br), reason: Prezado Roberto, No sumário deixe o mesmo espaço entre as linhas para não caracterizar destaque entre as partes. O espaçamento entre as linhas deve ser igual em todo o sumário. Na lista de referencias vc está entrando com o nome dos autores da ordem direta. Ex E. B. Rodrigues A ABNT orienta que a entrada deva ser pelo ultimo nome, seguido do pré nome e em letras maiúsculas. Ex RODRIGUES, E. B. A informação de volume, número e paginas nos periódicos deve ser v. n. p. e não vol. (jun 8) pp. A ABNT orienta que o destaque do titulo deve ser feito com uso de negrito ou itálico. Não deve ser usado aspas para destacar. Marlene Rocha 3366-9620 on 2017-09-08T18:25:36Z (GMT) / Submitted by Renato Vasconcelos (ppgeti@ufc.br) on 2017-09-11T12:20:00Z No. of bitstreams: 1 2017_dis_rpantonioli.pdf: 2271870 bytes, checksum: 26e03c37f9813aef148e10fd485d638e (MD5) / Rejected by Marlene Sousa (mmarlene@ufc.br), reason: Prezado Roberto, Acredito que vc não observou bem o template pois nele o Sumário deve ter o alinhamento das referencias e Apêndices logo abaixo da letra C de conclusão e não volta pra margem abaixo do numeral como vc fez. Coloca-se Apendice A Seguido do título; Apendice A1 seguido do título e assim sucessivamente. Na lista de referencias e não bibliografia, quando se faz a referencia do artigo de periódico, o que fica em negrito é o nome da revista e não o titulo do artigo. Sempre oriento para seguir o template, pois nem sempre consigo alertar para todas as informações que devem ser normalizadas. Marlene Rocha on 2017-09-11T14:19:49Z (GMT) / Submitted by Renato Vasconcelos (ppgeti@ufc.br) on 2017-09-12T13:24:24Z No. of bitstreams: 1 2017_dis_rpantonioli.pdf: 2272891 bytes, checksum: 4c42510647ca99464e990e3112f1daca (MD5) / Rejected by Marlene Sousa (mmarlene@ufc.br), reason: Roberto, Não sei se me fiz entender, caso contrário peço desculpas e vou tentar ser mais clara. Falta ainda corrigir pra ficar no padrão ABNT: 1. Como sua dissertação é em língua inglesa, apenas a capa, a folha de rosto (que segue a capa) e a ficha devem ser em português, a folha de aprovação vc já coloca em ingles. A capa está certo, mas na folha de rosto vc tem que colocar que é dissertação, pois no Brasil tese é para doutorado. Logo corrija na folha de rosto a informação de dissertação. A ficha está certo. 2. Na folha de aprovação, como já falei é toda em inglês. Traduza colocando sempre dissertação pois aqui esse é o termo correto. O resto está tudo normalizado. Espero ter sido clara. Qualquer dúvida estou a disposição. Marlene 3366-9620 on 2017-09-12T13:44:08Z (GMT) / Submitted by Renato Vasconcelos (ppgeti@ufc.br) on 2017-09-12T16:06:27Z No. of bitstreams: 1 2017_dis_rpantonioli.pdf: 2272907 bytes, checksum: 8152058c23c3f80ddeda29cdb7dd8cb9 (MD5) / Approved for entry into archive by Marlene Sousa (mmarlene@ufc.br) on 2017-09-12T17:17:08Z (GMT) No. of bitstreams: 1 2017_dis_rpantonioli.pdf: 2272907 bytes, checksum: 8152058c23c3f80ddeda29cdb7dd8cb9 (MD5) / Made available in DSpace on 2017-09-12T17:17:08Z (GMT). No. of bitstreams: 1 2017_dis_rpantonioli.pdf: 2272907 bytes, checksum: 8152058c23c3f80ddeda29cdb7dd8cb9 (MD5) Previous issue date: 2017-08-10 / The enriched service scope, the steep increase in mobile traffic volume, and the ever increasing number of connected devices in mobile networks coupled with the scarcity of electromagnetic spectrum have raised the importance of designing flexible and ingenious means to guarantee high user satisfaction levels. Therefore, in order to capture and maintain a representative share of the wireless communication market, effective ways to manage the scarce physical resources of cellular networks are fundamental for cellular network operators. The Radio Resource Allo- cation (RRA) algorithms are responsible for performing such a relevant and arduous task. The efficiency of such algorithms is essential so that there exists a fair resource allocation among users and the Quality of Service (QoS) requirements of each individual user are met, thus guar- anteeing high user satisfaction levels. The recent scenarios of cellular networks are composed of a wide range of available services for mobile users, which demand conflicting QoS requirements. In order to achieve the objective of user satisfaction maximization in such networks, we formulate a utility-based cross-layer opti- mization problem targeted at maximizing the user satisfaction in multi-service cellular networks. The optimal solution of the proposed problem is very hard to be found. Thus, we mathematically manipulate the problem and derive a low complexity suboptimal solution from which we design an adaptive RRA technique. Our technique is composed of user weights and an innovative ser- vice weight that is adapted to meet the satisfaction target of the most prioritized service chosen by the network operator. Furthermore, the proposed algorithm is scalable to several classes of service and can be employed in the current and future generations of wireless systems. The performance evaluation of the proposed algorithm was conducted by means of system-level simulations in various scenarios. The evaluation was performed considering different multi- service scenarios. Then, the performance was evaluated considering imperfect Channel State Information (CSI) estimation at the transmitter. Significant gains in the overall system capacity were obtained in comparison with four benchmarking algorithms from the literature, demon- strating that the adaptability and service prioritization of the proposed algorithm are effective towards the objective of simultaneously maximizing the user satisfaction for multiple services. / O escopo enriquecido de serviços, o aumento acentuado do volume de tráfego móvel e o nú- mero cada vez maior de dispositivos conectados nas redes móveis, acompanhado pela escassez do espectro eletromagnético, aumentaram a importância de projetar meios flexíveis e engenho- sos para garantir altos níveis de satisfação dos usuários. Portanto, para capturar e manter uma participação representativa no mercado das comunicações sem fio, mecanismos efetivos para gerenciar os recursos físicos escassos das redes celulares são fundamentais para as operadoras das redes celulares. Os algoritmos de alocação dos recursos de rádio (do inglês, Radio Resource Allocation (RRA)) são os responsáveis por executar essa tarefa tão relevante e árdua. A eficiên- cia desses algoritmos é essencial para que exista uma alocação justa de recursos entre os usuários e os requisitos individuais de qualidade de serviço (do inglês, Quality of Service (QoS)) de cada usuário sejam atendidos, garantindo assim altos níveis de satisfação dos usuários. Os cenários atuais das redes celulares são compostos por uma ampla gama de serviços disponí- veis para usuários móveis, que exigem requisitos de QoS conflitantes. Para alcançar o objetivo de maximizar a satisfação dos usuários nessas redes, formulamos um problema de otimização baseado na teoria da utilidade considerando múltiplas camadas que visa maximizar a satisfação dos usuários em redes celulares com múltiplos serviços. A solução ótima do problema proposto é muito difícil de ser encontrada. Dessa forma, nós manipulamos matematicamente o problema e derivamos uma solução subótima de baixa complexidade a partir da qual nós desenvolvemos um mecanismo adaptativo de RRA. Nosso mecanismo é composto por prioridades relacionadas aos usuários e uma inovadora prioridade relacionada ao serviço que é adaptada para atender um objetivo de satisfação dos usuários de um serviço com maior prioridade escolhido pela opera- dora da rede. Além disso, o algoritmo proposto é escalável para várias classes de serviço e pode ser empregado nas gerações atuais e futuras de sistemas celulares. A avaliação de desempenho do algoritmo proposto foi realizada por meio de simulações sistêmi- cas em vários cenários. A avaliação foi realizada considerando diferentes cenários com múltiplos serviços. Então, o desempenho foi avaliado considerando estimativa imperfeita da informação do estado de canal (do inglês, Channel State Information (CSI)) no transmissor. Ganhos signi- ficativos foram obtidos na capacidade total do sistema em comparação com quatro algoritmos encontrados da literatura, demonstrando que a adaptabilidade e priorização do serviço feita pelo algoritmo proposto são eficazes para atingir o objetivo de maximizar simultaneamente a satisfa- ção dos usuários para múltiplos serviços.

Through this study, I aim to increase understanding of how young moms experience, perceive, make meaning, and conceptualize positive support within the context of service provision (education, residential services, legal services, healthcare etc.). More broadly, I aim to illuminate ways that societal notions of vulnerability and autonomy may be shifted to offer improved quality of support to young mothers and other marginalized communities. Such a shift would counter paternalistic attitudes that have historically influenced how “support” has been imposed on young mothers. Although a full transformation would take time, we may begin to undertake the necessary work of reimagining support, gradually shifting towards the goal of building capabilities toward relational autonomy. 25 moms from diverse socio-economic backgrounds in Ontario, Canada, between the ages of 16-25 years, participated in creating visual art images and/or verbally sharing what support meant to them. I engaged in a relational approach to interaction and dialogue, centering a praxis of reflexivity and ethical treatment of everyone involved in the interview process. Guided by a critical feminist framework that included intersectionality, maternal theory, and vulnerability theory, I engaged in a feminist phenomenological approach to the analysis of transcripts and co-constructed visual analysis of imagery with the moms. Study findings reveal how service provision contexts are shaped by traditional ways of understanding vulnerability and autonomy as a binary and in opposition to one another, with an overvaluation of invulnerability. Yet young moms describe that they understand positive support as a combination of both responses to the effects of exposure to sources of vulnerability and as efforts to build autonomy in relationships with service providers, infrastructure, and broader communities of care. In addition, young moms describe positive qualities of service design and delivery, such as being non-judgemental, reliable, and sensitive, with attuned and caring interactions. The combination of these qualities can facilitate a process of internalization of positive attitudes, culminating in the development of an identity as a confident caregiver. / Dissertation / Doctor of Philosophy (PhD) / Through this critical feminist arts-based study, I aim to increase understanding of how young moms make meaning of the concept of positive support within the context of service provision. 25 moms in Ontario, Canada, between the ages of 16-25 years, participated in creating visual art images and/or verbally sharing what support meant to them. I engaged in a relational approach to interviewing, and a feminist phenomenological approach to the analysis of transcripts and visual analysis of imagery. Study findings reveal how service provision contexts are shaped by traditional ways of understanding the concepts of vulnerability and autonomy as a binary and in opposition to one another. Yet young moms asserted that effective forms of positive support must be designed and delivered as a combination of both a response to the effects of exposure to sources of vulnerability and as efforts made to build autonomy in-connection to others and the world(s) around us.

The use of external providers for the provision of information and communication technology (ICT) in small and medium-sized enterprises (SMEs) is expected to increase. At the end of the 1990s the concept of Application Service Provision (ASP) and Application Service Providers (ASPs) was introduced. This is described as one way for SMEs to provide themselves with software applications. However, it can be stated that the concept has not taken off. This study examines what reasons influence the decision-making when deciding to use or not use ASP. The research question is: How do SMEs decide on using an Application Service Provider for the provision and maintenance of ICT? In order to answer the question decision-making processes in SMEs have been investigated in an interpretive case study. This study consisted of mainly semi-structured interviews that were done with three different ASPs and customers related to them. It also consisted of a questionnaire to the customers of one of the service providers. The analysis was then made as a withincase analysis, consisting of detailed write-ups for each site. The interviews and a literature survey of the ASP concept and theories that have been used to explain the ASP decision-making process generated seven constructs. From the presented and discussed theories, models and proposed constructs seven propositions were formulated. These propositions were used for the analysis and presentation of the findings in the study. The main conclusion of the study is the disparate view of what affects the adoption or non-adoption of the ASP concept. The service providers express the decision as a wish from the prospective customer to decrease costs and increase the predictability of costs. The customers on the other hand express it as a wish to increase accessibility; the cost perspective is found to be secondary.