222 research outputs found
Cross-border Litigation in Europe: Some Theoretical Issues and Some Practical Challenges
No full textThis is the author accepted manuscript. The final version is available from Hart Publishing via the link in this record
Customer satisfaction of dining experience in Malaysian malay restaurants.
No full textThe subject of this Ph.D. thesis is Customer Satisfaction in Malaysian Malay Restaurants Dining Experience. The research was conducted in three Malay family restaurants in Malaysia by using an inductive Case Study research approach. The aim of the research was to propose a conceptual framework for customer satisfaction dining experience. It focused on dining experience satisfaction consumption related to factors in, and the management of, customer satisfaction. The implications of the findings provide a theoretical and methodological contribution to the knowledge in both, Malaysia and the rest of the world. Adopting the Case Study research approach gave an opportunity to collect data that stems from three Malay family restaurants in Malaysia using a wide variety of data collection methods. The findings presented in this thesis were based on an in-depth interview with 108 restaurant customers who dined at the restaurants and 18 restaurant staff, particularly front of house and kitchen staff, besides the owner and manager of each restaurant. Daily participant observation for each restaurant took 5 to 9 hours a day for between 27 and 30 days. The findings were also based on a number of supplementary data from documentary evidence such as staff working timetables, menu cards/ books, staff attendance punch cards, stock check lists, reservation records and restaurant organisational charts. The contributions of this study comprise of six major themes: Firstly, dining experience is a continuous process which starts with the customers’ first engagement with the restaurant at the reservation stage and continues until they leave the restaurant at the departure stage. Therefore, to ensure customers’ loyalty, restaurateurs needed to ensure all tangible and intangible factors that influenced satisfaction at each stage of the dining process (pre-meal experience; antecedent experience; reservation experience and arrival experience; the actual meal experience: seating experience and food experience; and post-meal experience: payment experience and departure experience) were integrated together (they did not work as separate entities and should not be treated individually) to provide valuable, meaningful, memorable and holistic satisfaction to every customer who dined at the restaurant. Secondly, factors influencing customer satisfaction at the pre-meal experience were the availability of a reservation service, both formal and informal, and customers’ phone calls for reservations being answered quickly by restaurants’ polite and professional staff. Meanwhile, at the dining arrival stage, factors influencing customers’ satisfaction were being assisted by a free parking attendant, having a parking area close to the premises, punctuality of restaurant business hours and offering a 24-hour restaurant operation to the public. The meal experience stage was found to be a major stage among seven stages of the dining experience process, with menu variety, and food presentation and display as the core of restaurant service. iv Factors influencing dining satisfaction during the actual meal experience were related to a unique cultural preference concept for Malay restaurants such as private dining space, food quality attribute of authenticity, eating style, restaurant decoration, waiting activities, prayer room, and traditional live band. Satisfaction influence factors for post-meal experience were self service payment, being bid farewell and being escorted to the exit door. Thirdly, this study because it adopted a qualitative research approach, managed to venture the role of Maslow’s Theory in customer satisfaction through the hierarchy of satisfaction of dining experience. The lowest level satisfaction was achieved when the basic needs of the customers’ dining at the restaurant was fulfilled or what restaurants provided to the customers was adequate or equal with customers’ expectation. A moderate level of satisfaction was achieved when customers could control their own dining activities. A high level of satisfaction resulted when the restaurants offered something above ordinary or which exceeded customers’ expectation. The highest level of satisfaction was achieved when the restaurants provided something that was outstanding and which surpassed the ordinary needs of the customers. Fourthly, the major way of managing factors influencing customer satisfaction dining experience was based on a systematic restaurant operation system. However, the key element that was responsible for the management of a systematic restaurant operation system depended on human resource management (the restaurant manager, front of house staff and kitchen staff), staff training and development, and restaurant rules. Fifthly, the analyses of customer satisfaction in a new socio-cultural context: Malaysian Malay restaurants provided an opportunity for a cross-comparison of ‘western’ and ‘eastern’ research findings and the identification of what was the same and what was different depending on the cultural context. Sixthly, the development of a conceptual framework had three major concepts: the input for the dining experience satisfaction (which consisted of factors influencing dining satisfaction and ways of managing it); the consumption of dining experience satisfaction at three phases: pre-meal, the actual meal and post-meal experience and the cognitive evaluation process of dining experience that led to satisfaction. And, lastly, the outcomes of dining experience satisfaction (in a form of pleasurable feelings and behavioural changes) which aided the understanding of customer satisfaction with the dining experience and ways managing it. This research suggested future research should consider additional factors to explain the overall satisfaction with the dining experience at Malaysian Malay restaurants (and /including) cross- type of restaurants and demographic profiles of customers; expand this research throughout the country to improve the transferability of the findings to other types of restaurant to assist restaurant managers in better matching the needs of each customer segment; extend the research to different ethnic restaurants that have different characteristics and attributes; undertake a comparative study of factors influencing customer satisfaction in Malay restaurants between two different groups of customers, such as Eastern versus Western; conduct a longitudinal study to compare changes in factors that influence customers’ satisfaction with dining experience at different times; and investigate whether the meal experience stage still plays the most important role in different types of restaurants
Rubble Women: The Long-Term Effects of Postwar Reconstruction on Female Labor Market Outcomes
No full textDuring World War II, more than one-half million tons of bombs were dropped in aerial raids on German cities, destroying about forty percent of the total housing stock nationwide. With a large fraction of the male population gone, the reconstruction process had mainly fallen on women in postwar Germany. This paper provides causal evidence on long-term legacies of postwar reconstruction and mandatory employment on women's labor market outcomes. We combine a unique dataset on city-level destruction in Germany caused by the Allied Air Forces bombing during WWII with individual survey data from the German Microcensus. Using difference-in-difference and instrumental-variable strategies, we find that postwar mandatory employment reduced female labor force participation and hours worked in the long-run. However, our results show that participating in postwar reconstruction efforts increased the female presence in medium-skill and female-dominated occupations. These results survive after accounting for labor supply side factors such as wealth and savings loss during WWII, war relief payments and change in the composition of population and labor demand side factors such as female share in industry, construction, service and public sectors.postwar reconstruction, female labor force participation, occupational choice
Examination of the relationship between preservice science teachers’ scientific reasoning and problem solving skills on basic mechanics
No full textWater management for sustainable and clean energy in Turkey
No full textAbstractWater management has recently become a major concern for many countries. During the last century consumption of water and energy has been increased in the world. This trend is anticipated to continue in the decades to come. One of the greatest reasons is the unplanned industrial activities deteriorating environment in the name of rising standard of life. What is needed is the avoidance of environmental pollution and maintenance of natural balance, in the context of sustainable development. However, Turkey’s geographical location has several advantages for extensive use of most of the renewable energy resources. There is a large variation in annual precipitation, evaporation and surface run-off parameters, in Turkey. Precipitation is not evenly distributed in time and space throughout the country. There are 25 hydrological basins in Turkey. But the rivers often have irregular regimes. In this situation the main aim is to manage and use the water resources for renewable, sustainable and clean energy. This paper deals with water management for renewable, sustainable and clean energy in Turkey
South-eastern Anatolia Project (GAP) factor and energy management in Turkey
No full textAbstractTurkey has an adequate amount of water in general, but it is not always in the right place at the right time to meet present and anticipated needs. Turkey has 665.000 ha of inland waters, excluding rivers and small streams. There are 200 natural lakes, with a total area of 500.000 ha, and 775 dam lakes and ponds with a total surface area of 165.000 ha [2,20]. On the other hand, Turkey has made a positive step towards implementing future energy efficiency policies by drafting the Energy Efficiency Strategy Paper, which includes indicative sectoral targets. It was recently conveyed to the prime minister’s office via the Ministry of Energy and Natural Resources (MENR), for formal approval by the High Planning Council (YPK). This paper deals with energy management and Southeastern Anatolia Project (GAP) in Turkey
Real-time resource model updating in continuous mining environment utilizing online sensor data
No full textIn mining, modelling of the deposit geology is the basis for many actions to be taken in the future, such as predictions of quality attributes, mineral resources and ore reserves, as well as mine design and long-term production planning. The essential knowledge about the raw materialproduct is based on this model-based prediction, which comes with a certaindegree of uncertainty. This uncertainty causes one of the most common problems in the mining industry, predictions on a small scale such as a train load or daily production are exhibiting strong deviations from reality.Some of the most important challenges faced by the lignite mining industry are impurities located in the lignite deposit. Most of the times, these high ash values cannot be captured completely by exploration data and in the predicted deposit models. This lack of information affects the operational process.Resource Engineerin
Thoracic surgery techniques of Serefeddin Sabuncuoglu in the fifteenth century
No full textSerefeddin Sabuncuoglu (1385 to 1470?) is known to be the author of the first surgery textbook, namely Cerrahiyyet'ul Haniyye (Imperial Surgery), written in Turkish in 1465. It is the first book to contain colored illustrations of surgical procedures, incisions, and instruments in the Turkish-Islamic medical literature. He was the first man to illustrate and mention introduction of a tube into the pharynx and upper esophagus, removal of foreign bodies in the esophagus by special instruments of his own design, and use of a silver ringlet in a man after tracheotomy. He also described and illustrated reduction of sternal fractures, thoracic puncture through the intercostal space for drainage of empyema cavities, and treatment of rib fractures that have severed the diaphragm. He was a humble, curious, and intelligent surgeon, and also a calligrapher and a miniature artist. (C) 1997 by The Society of Thoracic Surgeons
Data Analysis: Important Issues to be Considered in a Cross-border Context
No full textThis is the author accepted manuscript. The final version is available from Hart Publishing via the link in this record
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