Alle Publikationen
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2009
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(2009): Determining the relative importance of critical factors in delivering service quality of banks. In: Managing Service Quality: An International Journal 19 (2), S. 211-228. DOI: 10.1108/09604520910943198
Abstract: Purpose - The purpose of this paper is to determine the critical factors to accessing the level of service quality of banks by re-examining the SERVQUAL model, originally pioneered by Parasuraman. Further, the technique of dominance analysis is used to measure the relative importance of each critical factor in closing up overall service quality gap of banks. Design/methodology/approach - The sample consists of 308 bank customers from different parts of Malaysia. The data were collected by using a structured questionnaire, which consists of three parts. Part 1 deals with consumers' usage of banking channels and their banking behavior. Part 2 contains 26 statements related to service quality dimensions based on past literatures. Finally, Part 3 contains the questions related to the socio-demographic profiles of respondents. Findings - The modified SERVQUAL model consists of four critical factors (dimensions) as detected by factor analysis. They are: tangibility, reliability, competence and convenience. The results reveal that there are significant differences between the respondents' expectation and their perceptions. Among the four dimensions tested, tangibility has the smallest gap whereas convenience has the largest gap. The application of dominance analysis indicates that competence and convenience together can help to reduce the SERVQUAL gap as much as 76 per cent. The banking sector needs to become more competent by being more responsive and fulfilling the assurance of the customers and providing the banking facilities more conveniently. Originality/value - The paper shows that hardly any work has been conducted which applies the dominance analysis approach in SERVQUAL dimensions to determine the relative importance of the critical factors in closing the overall service quality gap. Measuring the relative importance of service quality dimensions consistently will provide insights to the banks as to what areas need to be emphasized in order to retain their customers and attract new ones. It provides the guidelines for the banks to develop proper strategies and react faster to the changes of customers' banking behavior.
2008
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(2008): ROBOT MANZAI. ROBOT CONVERSATION AS A PASSIVE–SOCIAL MEDIUM. In: International Journal of Humanoid Robotics 05 (01), S. 67-86. DOI: 10.1142/S0219843608001315
Abstract: This paper reports on the development of a multirobot cooperation system for human robot communication in which robots behave as if communicating by speech, while the system exchanges information through a network that maintains natural communication timing. The information exchanged through the network is based on the analysis of interhuman conversation. This system is based on a scripting language for coordinating multirobot communication, which has a merit for developers: easy development. The developed system is used for Manzai, which is a kind of a Japanese stand-up comedy mainly performed by two persons. While tempo and timing are particularly important in Manzai, the developed "robot Manzai" system received higher evaluations than the Manzai shown in a video performed by humans. We believe that this system demonstrates the potential of robots as a passive-social medium, including television and computers.
2001
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(2001): Blirtatiousness. Cognitive, behavioral, and physiological consequences of rapid responding. In: Journal of personality and social psychology 81 (6), S. 1160-1175. DOI: 10.1037//0022-3514.81.6.1160
Abstract: The Brief Loquaciousness and Interpersonal Responsiveness Test (BLIRT) measures the extent to which people respond to others quickly and effusively. The BLIRT displays desirable psychometric properties and distinguishes people who should theoretically score high (e.g., car salespersons) from those who should score low (e.g., librarians). Scores on the scale predict (a) the amount and rapidity of people's verbal responses in an unstructured interaction, (b) how likable and competent people's classmates perceive them to be early in the semester, (c) how quickly people respond to an obnoxious cell-phone user and how physiologically aroused they become, and (d) how quickly and emphatically people respond to a series of personal insults as well as their degree of physiological arousal. Converging evidence indicates that blirtatiousness is unique in its ability to amplify people's qualities, making these qualities more readily observable to perceivers.
Keywords: BLIRT, Brief Loquaciousness and Interpersonal Responsiveness Test (BLIRT), degree of acquaintance, Gestik/Mimik, Observablen/Kriterien für sozial angemessenes Verhalten und dessen Bewertung, Psychologie, psychometrics, Reaktionsschnelligkeit, response, responsiveness, Sprache, Sprachverstehen, Status / biologische Marker, SV 1996
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(1996): The Experience of Perceptual Familiarity. In: Philosophy 71 (275), S. 83-100. DOI: 10.1017/S0031819100053274
Abstract: Psychologists have recently turned their attention to the nature of the recognition involved in judgment of familiarity. It has been suggested taht, apart from judging a stimulus to be familiar when one is able to recall a context in which it was previously perceived, subjects are also able to judge that something is familiar merely on the basis of its faster perceptual processing.
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