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Abstract

Background and Purpose – In this study we investigate determinants of customers' quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI.

Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational and science services, which offered a portfolio of service activities requiring very diverse levels of customer participation and CCI, to characterize service quality dimensions.

Results – The study distinguishes three dimensions of service delivery quality: a dimension related to the providers' direct performance; a second dimension relative to the performance of customers' own participation in service activities, and a third dimension relative to the interaction with other customers. The work extends service quality literature by identifying new dimensions which affect service quality in service settings with active customer involvement.

Conclusion – Service providers have been developing very diverse delivery processes, frequently inviting customers to have active roles in service production. Often, customers also interact with other costumers in service delivery. The paper provides a contribution to foster the debate about service quality frameworks, and aims to inform the design and the management of services where customer participation and CCI have a key role.

The demand and the costs for higher education have risen steeply in recent years. The most common response worldwide has been some form of cost sharing: shifting per-student costs from governments and taxpayers to parents and students. This timely book provides a comprehensive discussion of the concepts and consequences of cost-sharing in higher education. It offers a comparative approach based on several national case-studies, and proposes alternatives to prevalent approaches.

A monitoring programme of hazardous substances was implemented in Alcantarilha's water treatment plant (Algarve, Portugal) since 2002, in addition to the legally established monitoring of standard physical, chemical and microbiological parameters. The objective of this programme was to ensure the drinking water quality regarding the waterborne disease organisms Cryptosporidium, Giardia, Salmonella, Pseudomonas aeruginosa, enterovirus and cyanobacteria, and the potentially harmful chemicals aluminium, cyanotoxins, and disinfection by-products (THM) and their precursors (TOC, DOC, UV254nm, SUVA). Most of these parameters are new and still not regulated by the Portuguese and the European legislation. Data presented in this study refer to the period of August 2002 to October 2003. Results show that, despite the seasonal variations of the raw water quality, concentrations of the hazardous substances in the supplied drinking water were far below the legal standards and the WHO's and EPA guideline values, demonstrating the high removal efficiencies of this treatment plant.

© 2021 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (http://creativecommons.org/licenses/by/4.0/). ; Wastewater treatment plants (WWTPs) are significant reservoirs of bacterial resistance. This work aims to identify the determinants of resistance produced by Gram-negative bacteria in the influent and effluent of two WWTPs in Portugal. A total of 96 wastewater samples were obtained between 2016 and 2019. The numbers of total aerobic and fecal contamination bacteria were evaluated, and genomic features were searched by polymerase chain reaction (PCR) and Next-Generation Sequencing (NGS). Enterobacteriaceae corresponded to 78.6% (n = 161) of the 205 isolates identified by 16sRNA. The most frequent isolates were Escherichia spp. (57.1%, n = 117), followed by Aeromonas spp. (16.1%, n = 33) and Klebsiella spp. (12.7%, n = 26). The remaining 29 isolates (14.1%) were distributed across 10 different genera. Among the 183 resistant genes detected, 54 isolates produced extended spectrum β-lactamases (ESBL), of which blaCTX-M-15 was predominant (37 isolates; 68.5%). A KPC-3 carbapenemase-producing K. oxytoca was identified (n = 1), with blaKPC-3 included in a transposon Tn4401 isoform b. A higher number of virulence genes (VG) (19 genes) was found in the E. coli 5301 (O25b-ST131-B2) isolate compared with a commensal E. coli 5281 (O25b-ST410-A) (six genes). Both shared five VG [Enterobactin; Aerobactin, CFA/1 (clade α); Type1 (clade γ1); Type IV]. In conclusion, this work highlights the role of relevant clinical bacteria in WWTPs, such as KPC-3-producing K. oxytoca, and, for the first time, a CTX-M-15-producing Ochromobactrum intermedium, a human opportunistic pathogen, and a SED-1-producing Citrobacter farmeri, an uncommon CTX-M-type extended-spectrum beta-lactamase. ; This work was supported by the European Union LIFE Programme under Grant Agreement LIFE14 ENV/PT/000739—LIFE Impetus ...