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    Wyświetlanie 1-7 z 7
    Tytuł:
    Critical Incident Technique as an Instrument for Assessing the Service Quality in a Chosen E-Shop
    Autorzy:
    Ingaldi, Manuela
    Brožová, Silvie
    Powiązania:
    https://bibliotekanauki.pl/articles/2064873.pdf
    Data publikacji:
    2020
    Wydawca:
    STE GROUP
    Tematy:
    critical incident technique
    service quality
    e-commerce
    Opis:
    The development of e-commerce and communication technologies has allowed changes in the traditional trading system, currently customers can use both stationery shops and e-shops. People no longer need to leave their homes to go shopping, even everyday groceries. They can use the e-shop at any time of day or night, at home or at work. There are no queues, they can get to know other people’s opinions, compare products and services with each other. They can shop while sitting on the sofa in front of the TV and sipping tea. Shopping can be done in the e-shop up to thousands of kilometers away. Especially in the current Covid-19 pandemic, online shopping has become very popular. The aim of the paper was to assess the quality of services offered by the research e-shop. During the research the Critical Incident Technique (CIT) was used. A direct interview was conducted with the customers of the research e-shop who, after using its services, agreed to share their impressions and opinions. They were supposed to describe incidents or situations related to the research e-shop, which they have in their memory, and which caused special satisfaction or dissatisfaction. The analysis allowed to indicate that less than 50% of the incidents described by the customers were positive incidents that cause customers’ high satisfaction, which is not a good situation for the research e-shop. Improvement actions are needed.
    Źródło:
    Multidisciplinary Aspects of Production Engineering; 2020, 3, 1; 374--383
    2545-2827
    Pojawia się w:
    Multidisciplinary Aspects of Production Engineering
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Adolescent learner perceptions of foreign language assessment: Critical incident analysis
    Autorzy:
    Czura, Anna
    Powiązania:
    https://bibliotekanauki.pl/articles/913295.pdf
    Data publikacji:
    2018-02-04
    Wydawca:
    Uniwersytet im. Adama Mickiewicza w Poznaniu
    Tematy:
    language assessment
    learner perceptions
    adolescent learners
    critical incident technique (CIT)
    Opis:
    This article reports on a study that aimed to explore adolescent learner perceptions of language assessment experiences and their beliefs about what makes a useful, valuable and highquality assessment. The data was collected by means of the critical incident technique (CIT) in which 25 lower secondary learners (aged 14–16) were asked to recall both positive and negative instances of assessment they had experienced in the course of their language education. The results reveal that the participants held generally positive views of language assessment and paid attention to such aspects of assessment as reliability, appreciation and authenticity. On the other hand, the importance of grades was prioritised over the learning value of assessment, which is characteristic of performance-oriented assessment environment
    Źródło:
    Glottodidactica. An International Journal of Applied Linguistics; 2017, 44, 2; 25-39
    0072-4769
    Pojawia się w:
    Glottodidactica. An International Journal of Applied Linguistics
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Factors influencing structural power dynamics in buyer-supplier relationships: a power sources framework and application of the critical incident technique
    Autorzy:
    Siemieniako, Dariusz
    Kaliszewski, Paweł
    Powiązania:
    https://bibliotekanauki.pl/articles/19322481.pdf
    Data publikacji:
    2022
    Wydawca:
    Instytut Badań Gospodarczych
    Tematy:
    power dynamics
    power asymmetry
    buyer-supplier relationship
    critical incident technique
    manufacturing
    Opis:
    Research background: Although the literature on power asymmetry and power dynamics has recognized the issue of factors that cause power shifts in business-to-business relationships, a more systematic approach and research framework regarding the identification of these factors is lacking. There are attempts in business-to-business literature to use the critical incident technique to study dynamic phenomena, but there are no studies on the factors that increase and decrease the power of suppliers in their relationships with dominant buyers. Purpose of the article: The aim of this paper is to identify the factors that influence the most significant changes in suppliers' power in relationships with dominant buyers. An important objective is also to determine to which power sources the identified factors are assigned. This is crucial for business practitioners, who will be able to adjust their actions when managing a relationship with a dominating partner through knowledge of their own strengths as well as weaknesses. Methods: The study is based on analysis of questionnaires with open-ended questions, and uses the critical incident technique to investigate the behaviour of dyadic parties at key moments in buyer-seller relationships. We have focused on investigation of manufacturing companies mainly from the furniture, construction, energy and printing industries. The analysis of the data was based on the abductive approach as a combination of inductive and deductive coding. Findings & value added: In comparison to previous studies, which did not distinguish the level of importance of each factor, we have obtained only those factors with the greatest impact on power dynamics. We have also obtained factors which can decrease suppliers' power, whereas the literature focuses mostly on factors increasing suppliers' power. The research results reveal the factors that affect an increase and decrease in the power of weaker suppliers in relationships with dominant buyers. First- and second-order factors were identified, and subsequently 3 overarching dimensions for each increase and decrease in supplier power were deduced from the results. The most important overall dimension for the increase in power was the building of suppliers' power capabilities, while the decrease in suppliers' power was most influenced by transactional changes and changes in buyer's expectations. The results can be helpful for managers in focusing their attention on expert power in order to gain knowledge and prepare a practical background for managing asymmetric relationships. It is important to mention that the critical incident technique used in this study has not yet been used to represent power dynamics in B2B relationship literature.
    Źródło:
    Oeconomia Copernicana; 2022, 13, 1; 151-179
    2083-1277
    Pojawia się w:
    Oeconomia Copernicana
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Developing reflective practice as part of teacher training with the use of critical incidents
    Autorzy:
    Kossakowska-Pisarek, Sylwia
    Powiązania:
    https://bibliotekanauki.pl/articles/442998.pdf
    Data publikacji:
    2020-09-30
    Wydawca:
    Uniwersytet im. Adama Mickiewicza w Poznaniu. Collegium Novum. Polskie Towarzystwo Neofilologiczne
    Tematy:
    critical incident
    reflective practice
    teacher education
    teacher development
    critical reflection
    zdarzenie krytyczne
    refleksyjna praktyka
    kształcenie nauczycieli
    rozwój nauczycieli
    refleksja krytyczna
    Opis:
    Preparing thoughtful reflective practitioners has become a common concept in the teacher education literature. Prior educational experiences offer excellent opportunity for students to reflect on authentic teaching examples and provide constructive ways to engage in reflective practice. This study examines critical incidents as a tool for developing reflective thinking skills among teacher trainees (N=11). The research on use of critical incidents for training comprised a questionnaire and group discussions. The instrument used for analyzing critical incidents included personal details, factual information and openended questions concerning reasons for and consequences of the incident, associated emotions, reflections connected with it, lessons from this incident and its implications for the future. Overall, although some crucial issues arose, the technique proved useful for training, and was assessed as positive and valuable by the teacher trainees. Some pedagogical implications were formulated regarding problems with understanding the notion of critical incident, previous training of the teacher trainees and the need for a supportive environment.
    Źródło:
    Neofilolog; 2020, 55/1; 93-106
    1429-2173
    Pojawia się w:
    Neofilolog
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    An algorithmic tool for supporting risk and root-cause analysis of critical incidents in Baltic Sea Region ports
    Autorzy:
    Malinowski, Jacek
    Powiązania:
    https://bibliotekanauki.pl/articles/2068693.pdf
    Data publikacji:
    2019
    Wydawca:
    Uniwersytet Morski w Gdyni. Polskie Towarzystwo Bezpieczeństwa i Niezawodności
    Tematy:
    critical incident
    cause-effect relation
    cascade of events
    initiating event
    secondary event
    stochastic modeling
    Poisson process
    risk analysis
    root-cause analysis
    Opis:
    This paper is both a summarization and extension of [6] and [7], where a stochastic model of interacting operations carried out in a generic Baltic Sea Region port was proposed and analyzed. Each operation involves a number of possible unwanted events (critical incidents) whose instances occur randomly and can cause instances of other events affecting this or other operations. This can lead to a cause-effect chain of events affecting one or multiple operations. The model presented in [6] is somewhat complex, therefore it was downgraded to a simpler, application-oriented version demonstrated in [7], where an algorithm computing the risks of critical incidents is constructed and then applied to a real-life example. The current paper, apart from presenting a method of computing the risks of critical incidents, occurring by themselves or resulting from the cascade effect, also features a method of root-cause analysis of such incidents. First, the formulas for the root-cause probabilities are derived, where such a probability quantifies the likelihood that a critical incident occurring in step h of a cascade was caused by another incident that initiated this cascade. Second, an algorithm computing the root-cause probabilities, based on the derived formulas, is constructed. This algorithm is illustrated by its application to the example given in [7]. The presented results can be used as a tool for fault propagation analysis and fault diagnosis applied not only to a port environment, but to any complex industrial system.
    Źródło:
    Journal of Polish Safety and Reliability Association; 2019, 10, 1; 127--136
    2084-5316
    Pojawia się w:
    Journal of Polish Safety and Reliability Association
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Overview of the main methods of service quality analysis
    Autorzy:
    Ingaldi, M.
    Powiązania:
    https://bibliotekanauki.pl/articles/111773.pdf
    Data publikacji:
    2018
    Wydawca:
    Stowarzyszenie Menedżerów Jakości i Produkcji
    Tematy:
    Servqual
    Servperf
    IPA
    CIT
    Mystery Shopper
    metoda Servqual
    metoda Servperf
    analiza IPA
    metoda CIT
    Critical Incident Technique
    analiza tajemniczy klient
    jakość usług
    Opis:
    Everyone, every day or almost every day, uses various type of services, without being even aware of it. They could have been both intangible and material services. Customers want to receive services of the highest quality, and service providers are looking for solutions to meet their requirements. They can analyze the quality of their services to indicate the strengths and weaknesses of these services to know what needs to be improved and what can be omitted. In the literature on the quality engineering, many methods that can be used in such a situation are described. In most cases, these methods are based on the differences between customers’ expectations for the service and the perception of the service which they received. In case of most of these method, there is a need of information from customers about research service, which means that they are involved in this process. In the paper five methods of quality service analysis, which are the most often used by service enterprises, were briefly characterizes to help readers to choose the most accurate one for them.
    Źródło:
    Production Engineering Archives; 2018, 18; 54-59
    2353-5156
    2353-7779
    Pojawia się w:
    Production Engineering Archives
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Adolescent learners’ perceptions of assessing speaking and writing skills – critical incident analysis
    Spostrzeżenia nastolatków na temat oceniania ustnych i pisemnych kompetencji językowych – analiza zdarzeń krytycznych
    Autorzy:
    Czura, Anna
    Powiązania:
    https://bibliotekanauki.pl/articles/443043.pdf
    Data publikacji:
    2019-12-30
    Wydawca:
    Uniwersytet im. Adama Mickiewicza w Poznaniu. Collegium Novum. Polskie Towarzystwo Neofilologiczne
    Tematy:
    language assessment
    oral assessment
    writing assessment
    learner perceptions
    adolescent learners
    critical incident technique (CIT)
    ocenianie
    ocenianie kompetencji ustnych ocenianie kompetencji pisemnych spostrzeżenia uczniów
    uczniowie nastoletni
    technika zdarzeń krytycznych
    Opis:
    Learners’ perceptions of teacher assessment practices shape a uniqueclassroom assessment environment that affects learners’ willingness to engage in a task and motivation to learn (McMillan & Workman, 1998). Still, there has been limited research on learners’ perceptions of classroom and high-stakes assessment. This article outlines a study exploring adolescent learners’ perceptions of the speaking and writing assessment they experience in the English classroom. The Critical Incident Technique (CIT) was used to examine both positive and negative instances of oral and written assessment. During oral interviews, the learners reported and elaborated on the assessment experiences they personally perceived as particularly important, memorable and influential. The transcriptions of the interviews were content analysed in order to identify the properties of oral and written assessment that appeared salient to adolescent learners. The study indicates that the participants held predominantly positive views of oral and written assessment, emphasising such aspects as authenticity of assessment, freedom of expression and fair grading. It is worrying, however, that learners are not always provided with clearly articulated assessment criteria and that oral assessment is visibly neglected in the classroom.
    Źródło:
    Neofilolog; 2019, 53/2; 281-297
    1429-2173
    Pojawia się w:
    Neofilolog
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
      Wyświetlanie 1-7 z 7

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