Abstract
The aim of this paper is to contribute to a better understanding of the determinants of public service quality. Firstly, it explores the relationships that develop during the public service encounter between the citizen, the public organization and society. Secondly, citizen satisfaction and dissatisfaction with public services are both investigated. Furthermore, the paper emphasizes the importance of managing emotions in public services. Finally, it also considers how the quality assessment of public services should take into account implications regarding value to society. The outcome is a holistic model for assessing the quality of public services. © 2010 Springer-Verlag.

Abstract
The design of injection molding systems for plastic parts relies heavily on experience and intuition. Recently, mold makers have been compelled to shorten lead times, reduce costs and improve process performance due to global competition. This paper presents a framework, based on a Multidisciplinary Design Optimization (MDO) methodology, which tackles the design of an injection mold by integrating the structural, feeding, ejection and heat-exchange sub-systems to achieve significant improvements. To validate it single objective optimization is presented leading to a 42% reduction in cycle time. We also perform multiple objective optimization simultaneously minimizing cycle time, wasted material and pressure drop. Sensitivity analysis shows a large impact of the sprue diameter (> 1.5 normalized sensitivity) highlighting the importance of the feeding subsystem on overall quality. The results show substantial improvements resulting in reduced rework and time savings for the entire mold design process.

Abstract
The increasing usage of mobile technologies for service provision has created the need to understand customer mobile service experiences and to integrate designer's and technology's perspectives for the design of successful mobile services. This paper presents the results of a qualitative study with 44 mobile service customers, providing an in-depth understanding of the experience factors that contribute to design improved mobile services. The study' results indicate that traditional interface factors, such as usefulness and ease of use, continue to be important. However, the study reveals that contextual factors, such as the social environment and service atmosphere, are very important for the mobile service experience. These results reinforce the need to adopt a broader view of the experience factors for the effective design of mobile services.

Abstract
ITC based information services are widely used for providing or accessing information on a daily basis. In exceptional or emergency situations relevant information could be sent to citizens in order to elicit improved responses. There are examples of using mobile devices to reach users, e.g., in some countries, citizens have received text messages with relevant information about H1N1, such as a list of the main symptoms and a telephone number to call in case of emergency. This paper proposes the Contemplate initial extension to the engineering CDIO process (conceive, design, implement and operate) and stresses out its iterative nature as a framework suitable for new service design, in our case for emergency or exceptional information services. Although the proposal is applicable in general, this paper uses examples from public transport in urban areas. Road works, congestion, and accidents are examples of undesirable influences on public transportation. Technologies such as GPS, mobile communication devices, databases, data mining and other approaches for profiling user activities with careful individual and social considerations could be used to improve the quality of service and quality of life in cities.

Abstract
Oliveira, M. M., Camanho, A. S., and Gaspar, M. B. 2010. Technical and economic efficiency analysis of the Portuguese artisanal dredge fleet. - ICES Journal of Marine Science, 67: 1811-1821. An efficiency analysis of the commercial dredge fleet operating along the south coast of Portugal between 2005 and 2007 sought to determine the efficiency of the vessels using data envelopment analysis models, considering fixed inputs (vessel power, length, tonnage, and an indicator of stock biomass) and a variable input (number of days at sea). The annual quota per vessel was also included in the model as a contextual factor. In the technical-efficiency (TE) analysis, outputs were defined by the catch weight for each of the three target species (bivalves). Using price data for each species in the wholesale market, revenue efficiency was also estimated to complement the TE analysis. The advantage of the approach lies in the ability to separate technical aspects from allocative aspects in the efficiency assessment, allowing two-dimensional graphic representation of vessel performance. The procedure allows the identification of benchmark vessels, which maximized the catch weight of the species landed, given their inputs, as well as the vessels that selected the appropriate target species to maximize the revenue of the fishing activity, given output prices. The approach also allowed the specification of targets for inefficient vessels that correspond to the catch by species, permitting revenue maximization from fishing.

Abstract
This paper describes a method for the assessment of retail store performance based on Data Envelopment Analysis (DEA). The assessment considers the stores as complex organizations that aggregate several subunits, corresponding to sections with management autonomy. This structure motivated an analysis at two different levels: the section level and the store level. The performance assessment of the sections envolves a comparison among similar sections located in different stores, and evaluates efficiency spread. This is followed by an analysis at the store level to define targets for the sections. This analysis takes into account the interdependencies of the sections composing a store, as they share limited resources such as the floor area. This is achieved using a Network DEA model, which determines the maximum store sales allowing for reallocations of area among the sections within a store. The method developed is illustrated using a case study consisting of a Portuguese chain of supermarkets.