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""Why should my employees and I care about delivering great service? How can I learn more about customer needs and desires? How do other companies deliver superior service? How do I build long-term relationships with customers? The litany of customer service questions goes on and on...Best Practices in Customer Service is a one-stop resource designed to help anyone involved in customer service answer these questions and more. With 35 chapters written by customer service experts, it illustrates best practices in customer service and provides the tools readers need to implement those practices in their own companies. From classic issues like customer retention to contemporary concerns like providing customer service on the Internet, it helps readers: * fully understand the connection between excellent customer service and organizational performance * deliver a higher level of customer service at a lower cost * develop a customer base that fuels growth and profitability.""

"Terdapat 2 (dua) tujuan pada penelitian ini, pertama adalah mengetahui perbedaan sikap terhadap merek pada saat sebelum dan setelah melihat iklan. Kedua, untuk mengetahui apakah terdapat perbedaan minat beli (purchase intention) terhadap 2 (dua) daya tarik iklan yang berbeda, yaitu emosional dan informasional (rasional). Desain penelitian yang digunakan dalam melakukan riset kausal adalah pre-experimental designs melalui pendekatan uji awal-uji akhir (pre–post test), dan berdasarkan dimensi waktu penelitian ini dilakukan secara cross sectional. Jumlah subyek penelitian adalah 60 (enam puluh) orang yang belum pernah melihat 4 (empat) versi iklan Pertamax yang digunakan sebagai perlakuan (treatment) pada penelitian ini. Kemudian, data yang diperoleh dianalisis dengan menggunakan non parametric test, yaitu uji Wilcoxon dan U Mann-Whitney. Hasilnya, pasca melihat iklan emosional terjadi perubahan pada indikator kualitas. Sedangkan pasca melihat iklan informasional (rasional) terjadi perubahan pada indikator favorit dan citra berkelas. Meskipun demikian, iklan emosional dan informasional (rasional) tidak memiliki perbedaan pengaruh terhadap minat beli (purchase intention).

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There are 2 (two) objectives in this study, the first is to determine differences in attitudes toward the brand at the time before and after exposure to the ads. Second, to determine whether there are differences in purchase intention towards 2 (two) different advertising appeals are emotional and informational (rational). The research design used in conducting causal research is pre-experimental designs through pretest and posttest, based on the time dimension of this research conducted within cross sectional.

The number of study subjects was 60 (sixty) people who have never seen 4 (four) version of the Pertamax ads which used as a treatment in this research. Furthermore, the data were analyzed by using non-parametric tests are the Wilcoxon test and U Mann-Whitney. The results, there is a change of quality indicators after seeing emotional ads. While after seeing informational (rational) ads changes the favorable and classy indicators. However, emotional and informational (rational) ads does not have a different effect on purchase intention."

"AbstrakPURPOSE:House dust mites (HDM) are major allergens that cause allergic rhinitis (AR). Allergen-specific subcutaneous immunotherapy (SCIT) has been shown to be clinically beneficial in many clinical trials. Such trials, however, are not reflective of all patient populations. The aim of this study was to describe the efficacy and safety of SCIT in routine clinical practice in Korean adults with AR sensitized to HDM.METHODS:We reviewed medical records of 304 patients with AR treated at an allergy clinic of a tertiary hospital using SCIT with aluminum hydroxide-adsorbed allergen extract targeting HDM alone or with pollens for at least 1 year from 2000 to 2012. Patients with asthma were excluded. Rates of remission, defined as no further requirement of maintenance medication, over time were determined by means of life tables and extension of survival analysis. Specific immunoglobulin E (IgE) levels to HDM were categorized into 6 classes.RESULTS:The mean time until achieving remission was 4.9±0.1 years, and the cumulative incidence of remission from AR was 76.6%. Severe AR (odds ratio [OR], 0.40; 95% confidence interval [CI], 0.23-0.69; P=0.001), specific IgE levels to HDM ≥17.5 kU/L (OR, 1.85; 95% CI, 1.01-3.37; P=0.045), and duration of immunotherapy ≥3 years (OR, 7.37; 95% CI, 3.50-15.51; P<0.001) were identified as significant predictors of clinical remission during SCIT for patients with AR sensitized to HDM. Overall, 73 patients (24.0%) experienced adverse reactions to SCIT, and only 1 case of anaphylaxis (0.3%) developed.CONCLUSIONS:SCIT with HDM was found to be effective and safe for patients with AR. Specific IgE levels to HDM and a duration of SCIT ≥3 years may be predictors of clinical responses to SCIT in AR patients."

"ABSTRACTThe treatment of chronic spontaneous urticaria begins with antihistamines; however, the dose required typically exceeds that recommended for allergic rhinitis. Second-generation, relatively non-sedating H₁receptor blockers are typically employed up to 4 times a day. Firstgeneration antihistamines, such as hydroxyzine or diphenhydramine (Atarax or Benadryl), were employed similarly in the past. Should high dose antihistamines fail to control symptoms (at least 50%), omalizumab at 300 mg/month is the next step. This is effective in 70% of antihistamine refractory patients. H₂receptor blockers and leukotriene antagonists are no longer recommended; they add little and the literature does not support significant efficacy. For those patients who are unresponsive to both antihistamines and omalizumab, cyclosporine is recommended next. This is similarly effective in 65%-70% of patients; however, care is needed regarding possible side effects on blood pressure and renal function. Corticosteroids should not be employed chronically due to cumulative toxicity that is dose and time dependent. Brief courses of steroid e.g., 3 to 10 days can be employed for severe exacerbations, but should be an infrequent occurrence. Finally, other agents, such as dapsone or sulfasalazine, can be tried for those patients unresponsive to antihistamines, omalizumab, and cyclosporine."

"ABSTRACTPURPOSE:Asthma is a heterogeneous disease characterized by various types of airway inflammation and obstruction. Therefore, it is classified into several subphenotypes, such as early onset atopic, obese non eosinophilic, benign, and eosinophilic asthma, using cluster analysis. A number of asthmatics frequently experience exacerbation over a longterm follow up period, but the exacerbation prone subphenotype has rarely been evaluated by cluster analysis. This prompted us to identify clusters reflecting asthma exacerbation. METHODS:A uniform cluster analysis method was applied to 259 adult asthmatics who were regularly followed up for over 1 year using 12 variables, selected on the basis of their contribution to asthma phenotypes. After clustering, clinical profiles and exacerbation rates during follow up were compared among the clusters. RESULTS:Four sub phenotypes were identified: cluster 1 was comprised of patients with early onset atopic asthma with preserved lung function, cluster 2 late onset non atopic asthma with impaired lung function, cluster 3 early onset atopic asthma with severely impaired lung function, and cluster 4 late onset non atopic asthma with well preserved lung function. The patients in clusters 2 and 3 were identified as exacerbation prone asthmatics, showing a higher risk of asthma exacerbation.CONCLUSIONS: Two different phenotypes of exacerbation prone asthma were identified among Korean asthmatics using cluster analysis; both were characterized by impaired lung function, but the age at asthma onset and atopic status were different between the two."

"AbstrakGlycolysis is a process that rapidly converts glucose to lactate to produce adenosine triphosphate (ATP) under anaerobic conditions and occurs in all eukaryotic and prokaryotic cells. On the other hand, the hexosamine biosynthetic pathway (HBP) converts glucose to intermediate products like UDP-N-acetylglucosamine, which is critical for post-translational modifications of proteins, such as protein glycosylation. These 2 pathways are well known to contribute to glucose metabolism, but recent studies indicate modulation of these pathways can alter immune system function. In this review article, the authors present results suggesting how cellular metabolism, including glycolysis and the HBP, occurs in immune cells, and the immunologic significances of such activities. In addition, they provide a review of the literature on the effects of glycolysis and the HBP on various autoimmune, immunologic, and allergic diseases. Finally, the authors briefly introduce the results of their research on the immunologic effects of HBP supplementation (glucosamine) in animal models of allergic disease."