Qualidade em serviços tem sido assunto frequentemente estudado na literatura de marketing de serviços, uma vez que conhecer os fatores que fazem com que os clientes permaneçam adquirindo produtos ou consumindo serviços, permite à empresa direcionar os esforços de marketing, a fim de atingir suas expectativas, maximizando os resultados e promovendo a retenção. Assim sendo, o propósito central deste estudo foi identificar as dimensões e os atributos relacionados à qualidade percebida dos serviços prestados por uma escola de idiomas franqueada, a Wizard, em relação à satisfação dos seus clientes (alunos). Para tanto, após a revisão bibliográfica sobre o tema em estudo, foi realizada uma pesquisa qualitativa, com caráter exploratório, utilizando-se entrevistas pessoais em profundidade com abordagem semi-estruturada. Em seguida, foi conduzida uma pesquisa quantitativa, com caráter conclusivo, por meio de um survey, utilizando-se as técnicas estatísticas como a análise fatorial, a regressão linear múltipla e a ANOVA. Através da análise fatorial foi possível obter 7 dimensões da qualidade de serviços: (i) professor; (ii) estrutura para ensino; (iii) atendimento; (iv) imagem; (v) material didático; (vi) relação custo versus benefício; e (vii) aparência do ambiente / equipamentos. Além disso, por meio da regressão linear múltipla foi possível explicar 56,9% da satisfação geral em função de apenas seis atributos. Os resultados encontrados possibilitaram a identificação das dimensões da qualidade percebida, assim como, o grau de satisfação dos clientes (alunos). / Service quality has been a subject frequently studied in the service marketing literature, since knowing the factors that make customers remain purchasing products or consuming services. It allows companies to target marketing efforts to achieve their expectations, maximizing results and promoting customer retention. The purpose of this study was to identify the dimensions and attributes related to perceived service quality provided by a franchised language school, Wizard, in relation to their customer satisfaction (the students). Therefore, after the literature review on the subject, an exploratory qualitative survey was conducted, through in-depth personal interviews with semi-structured approach. Next, a conclusive quantitative research was handled through a survey, using statistical techniques like factor analysis, multiple linear regression and ANOVA. Through the factor analysis it was possible to obtain 7 service quality dimensions: (i) teacher, (ii) learning framework, (iii) service, (iv) image, (v) didactic material, (vi) cost versus benefit relationship and; (vii) appearance of the environment / equipments. Furthermore, by the multiple linear regression, it was possible to explain 56.9% of the overall satisfaction on the basis of six attributes. Therefore, the obtained results allowed the identification of the perceived quality dimensions, as well as the students´ satisfaction degree.

Observed influences of system response delay in spoken human-machine dialogues are rather ambiguous and mainly focus on perceived system quality. Studies that systematically inspect effects on cognitive performance are still lacking, and effects of individual characteristics are also often neglected. Building on benefits of cognitive training for decelerating cognitive decline, this Wizard-of-Oz study addresses both issues by testing 62 elderly participants in a dialogue-based memory training with a virtual agent. Participants acquired the method of loci with fading instructional guidance and applied it afterward to memorizing and recalling lists of German nouns. System response delays were randomly assigned, and training performance was included as potential mediator. Participants’ age, gender, and subscales of affinity for technology (enthusiasm, competence, positive and negative perception of technology) were inspected as potential moderators. The results indicated positive effects on recall performance with higher training performance, female gender, and less negative perception of technology. Additionally, memory retention and facets of affinity for technology moderated increasing system response delays. Participants also provided higher ratings in perceived system quality with higher enthusiasm for technology but reported increasing frustration with a more positive perception of technology. Potential explanations and implications for the design of spoken dialogue systems are discussed.

The purpose of the study is to explore the possibility to use the experimental prototyping technique called Wizard of Oz as a requirements engineering technique in multimedia development with a focus on how to capture (and test) requirements for system responses in on-going GUI dialogues between user and system. The Wizard-of-Oz technique makes it possible to try interactive prototypes with users or in the development team without needing any programming to be conducted first. In a tourism context interactive prototypes made in the Wizard-of-Oz system called Ozlab were used to produce live answers to tourists. The prototyped information kiosk was offered as a complement to the already running tourist information website. The available surveys and web statistics regarding tourist information system could not provide non-functional requirements. Instead, three interviews and one observation were conducted, leading up to the four experiments where the WOz technique was tried as a requirements engineering technique in addition to the traditional data collection methods. The results of this study show how a graphical Wizard-of-Oz tool can be used as a complement to traditional requirements elicitation methods. The study also shows limitations to WOz based requirements engineering work; subject experts are needed in the wizard team, for example. The study also resulted in several developments of the experimental tool itself; the web feature was exploited much further than originally conceived by the Ozlab developers.

Submisson of my project is identification with background ASP.NET and realization program for creating ASP pages based on database structure. I began with my study from Microsoft .NET Framework, which provides all tools and technologies for creating .NET aplications. I described features a structure ASP.NET. I followed also, for my project, very important tool ADO.NET, which contains rich group of functions for manipulation with lot of date types. In text I also described object model of this tool. One of parts is about very important ObjectDataSource class. Next part of my project is devote to SQL database and tools for managing and manipulation. One chapters is devote to System register, which serve for database description. Next is described some of realization this type of program. My work is finished by description of my program. Here are aplications of mentioned technologies, which together forms web aplication and her output is web page for data presentation.

Natural Language (NL) mechanics are seemingly underutilized within modern game development and may be capable of inducing unexpected levels of agency within its users. This study focuses specifically on NL Input (NLI) and examines its capability of inducing an experience of agency, control, and freedom through an interactive fiction with a database searching context. To get a more nuanced result, a version of the artefact but with an NL Understanding (NLU) system will also be tested to create a baseline. Due to the limited time and resources, the NLU version will be employing the Wizard of Oz (WOZ) method. In total, five NLI tests and four NLU tests were performed and interview results indicated full experience of control and mixed experience of freedom and agency in both versions. Possible causes include the participants‘ genre preference and the limited content in the artefact.

Populärmusiken existerar idag på sociala medieplattformar där vem som helst kanuttrycka sig – och använda sig av alla andras material. Studien berörmeningsskapande inom konvergenskulturen kring det australienska bandet KingGizzard & The Lizard Wizard. Arbetet fokuserar på rörlig bild och musik inomden kulturella kontexten. Syftet med studien är att bidra med förståelse för hurmedieproduktioners kommunikationssätt samspelar och formas av nämndakonvergenskulturen. Studien gjordes genom multimodala analyser avaudiovisuellt material på en remix av ett fan till bandet samt material från bandetsjälva. Resultatet visade att betydelsepotentialen är kopplat till teman omdigitalisering och undergång som inbjuder fans till att vara med och delta.

The purpose of the study is to elaborate the Wizard-of-Oz (WOz) technique by using it at a distance for design and elicitation of requirements and requests as part of a Participatory Design process (i.e. remotely - where the wizard and participant are located in different geographical locations). This study aims at evaluating what the salient traits in the participatory discussions are by using the WOz technique at a distance, what similarities there are in function or expression between non-verbal expressions in GUI-ii and ordinary physical interviews, and how WOz at a distance fit into the current state of the Participatory design field. In an early design phase of a project, ten experimental WOz-at-a-distance sessions and five face-to-face interviews were held. The experimental sessions’ focus was on the codesign of early drafts of the interaction design for a digital tool for the planning of crisis management exercises. The interaction design was developed with a WOz system. The sessions offered co-design between a designer and a co-designer by having joint access to a graphical user interface (GUI), and to verbally communicate with each other. These sessions had a twofold approach where the focus could shift seamlessly between design and walkthrough. The results from this study show that WOz at a distance, as used in this study, offers an approach for a seamless switch between design-phase and evaluation-phase in the form of walkthroughs. Having the GUI present as a boundary object whilst discussing the GUI and its interaction design enables a natural way of designing and evaluating the functions and interaction design of the upcoming system. The results also show that even if the participatory discussion lacks the face-to-face meeting between the interlocutors there are some similarities between those discussions and the face-to-face interviews in function and use of non-verbal expressions. Participatory discussions, when using WOz technique at a distance is a method where the participatory mindset is prominent and is a flexible approach that fits well with the overarching views on Participatory design.

The release of the location-based game Pokemon Go saw the creators breaking world records for most revenue grossed by a mobile game within its first month. With location-based games and services such as Pokemon Go becoming mainstream, new opportunities in the market have been opened. But as location-based services become more popular there is a need for research and development of UX-design to keep up. Regarding location-based services there are multiple important questions in the field. For example, how are map interactions made intuitive and how are elements that interact with the map designed for the best user experience? Questions such as these will be explored in this thesis. This thesis is done in collaboration with the company Exenze which develops a location-based mobile game called Oknytt - Jakten på amuletten (Oknytt - The hunt for the amulet). The game is tailored to specific outdoor areas of the company's clients' choosing, such as campsites, parks or playgrounds. As of the writing of this thesis, the way of creating a level for Oknytt was very complex and took a lot of time. Exenze wanted an easier way to create levels, in which clients could make make their own levels; hence, the aim of this study was to create a user interface in which a non-professional user could create their own fun, engaging, and safe level for Oknytt. The method of this thesis consisted of development and testing of a low fidelity prototype, a mid fidelity prototype and a high fidelity prototype. The resulting high fidelity prototype divided the complex task of creating a level on a specific location into four dependable sub-tasks; finding a place, marking the game zone, marking areas that were unsafe for children, and managing collectibles. These sub-tasks were made into steps in a Wizard with one added step for filling billing information. The prototype was generally well received by users. Most of the problems in the interface had to do with the marking of game zones as well as marking areas that were unsafe for children.

導引精靈(wizard)是一種用來收集用戶端資料的互動式使用者介面應用程式，常被廣泛的使用在軟體系統裡，也是大多數應用程式常見的功能之一。導引精靈的使用不僅簡化了複雜的資料收集過程，也可以避免資料的遺漏以確保收集資料的完整性；此外在資料收集的過程中導引精靈所提供的適當提示與即時資料驗證，還可以提高資料收集的正確性，所以導引精靈對於應用程式的資料收集是相當有用的。 本研究的目標是開發一個模型驅動的導引精靈開發系統，希望能在相同或不相同的時間裡快速建構多平台導引精靈程式。我們提出的系統稱為MoDWiz，它實現了應用「模型驅動架構(MDA)」於多平台導引精靈開發的所有工具支援。為了讓使用者建構自己的(平台無關)導引精靈模型，MoDWiz不僅提供了用以規範導引精靈的超模型，還制定一個特定領域語言WDL以作為此超模型的具體語法。此外，由於WDL的制定，我們得以提供專屬的編輯器以輔助使用者進行導引精靈模型的編輯。目前MoDWiz支援三種執行平台的導引精靈開發，分別為網頁應用程式、Eclipse與Java。而根據MDA理論，我們必須制定的三種平台超模型均已內含於MoDWiz。除此之外，MoDWiz的工具鏈還包括用來將平台無關導引精靈模型轉換成符合每一個特定平台導引精靈模型的M2M工具，以及將每一個特定平台導引精靈模型轉換成相對應實作的M2T工具。所有MoDWiz的工具與WDL編輯器程式均實作為Eclipse 外掛程式，因此能夠與Eclipse平台高度整合。當利用WDL編輯器完成導引精靈模型的製作之後，使用者只需透過簡單的滑鼠點擊就可以完成導引精靈程式的實作。 / A wizard is an interactive user interface program used to collect data from the user. It is widely used in software systems and is a common part of most applications. Not only does the use of wizards modularize and simplify complex data collection process, but it can also avoid data missing and ensure data integrity. Furthermore, during the process of data collection, since a wizard can provide tips and instant data validation it can also improve the correctness of collected data. As a conclusion, it is very beneficial to use wizards in an application. The goal of this research is the development of a model-driven wizard generation system (MoDWiz) that can be used to help rapid construction of multi-platform wizards to be developed at different or the same time. MoDWiz is our solution to the problem of applying OMG's model-driven architecture (MDA) to the development of multi-platform wizards. In order for the user to construct his (platform independent) wizard model, MoDWiz provides not only a wizard metamodel but also a domain specific language (DSL) called WDL as a concrete syntax of the metamodel. Owing to the availability of WDL, we are able to provide also a friendly editor to help the user to edit his wizard models. MoDWiz supports at present three platforms: eclipse platform, web application platform and plain Java platform. Accordingly metamodels of wizards for these platforms have to be defined and indeed have been provided in MoDWiz. Apart from these, MoDWiz's tool chain includes also M2M tools, which could transform every platform independent wizard model into a corresponding PSM model for each platform, as well as M2T tools, which could transform every platform specific wizard model into a corresponding implementation. All of MoDWiz's tools and wizard editor are implemented as eclipse plug-ins and thus are highly integrated with eclipse. As a result it is very easy to get a wizard implementation by simple mouse clicks once its model has been constructed using MoDWiz.

Denna kandidatuppsats undersöker hur user experience kan främjas i ett adaptivt talbaserat system i en fordonskontext. Att undersöka och involvera user experiencei adaptiva talbaserade system är i synnerhet viktigt i denna kontext då den primära sysslan, att köra, bör störas så lite som möjligt. Ett adaptivt system ger möjlighet att effektivisera interaktion och ett talbaserat system låter föraren fokusera på trafiken.Genom att undersöka existerande teori och utföra empiriska undersökningar i form av användartester genom Wizard of Oz-tekniken och intervjuer har vi skapat designoch dialogexempel. Dessa förslag kan främja user experience och på så vis bidra till att den interaktion som sker är effektiv och behaglig. / This bachelor thesis aims to build an understanding how user experience can be promoted in an adaptive speech-based system, which is found in the context of an automobile. Investigating this particular context and system is of importance since the primary task is to drive safely and let the driver focus on driving rather than system. An adaptive system provides the opportunity to make the interaction more effective and a speech-based system lets the driver focus on the traffic environment. By studying relevant theory and by carrying out user tests, with the technique Wizard of Oz, we have drafted design and dialogue recommendations. These recommendations can promote user experience and make the interaction of the system more effective and pleasant. / Safe Speech for Knowledge (SSK)