title: Decoding injury risk: Exploring the impact of asymptomatic hypermobility on lower limb injury risk factors in young female volleyball players

authors: Hanzlíková, Ivana

subjects: Beighton score

abstract: Generalized hypermobility is associated with higher rates of musculoskeletal injuries, a trend also observed in volleyball. We aimed to investigate how asymptomatic hypermobility affects other suggested lower limb injury risk factors. Fifty female volleyball players (22 hypermobile, 28 non-hypermobile) were assessed using Beighton scores (BS) and lower limb injury risk factors based on the Landing Error Scoring System, single-leg dynamic balance, and Limb Symmetry Index (LSI) for single-leg hop and triple hop for distance. Spearman’s correlations assessed relationships between BS and the risk factors, and t-tests or Mann-Whitney U tests compared risk factors between non-hypermobile and asymptomatic hypermobile groups. No significant associations were found between BS and most risk factors, except for a negative correlation with the centre of pressure range of motion in the medio-lateral direction during dynamic balance on the non-dominant leg (ρ = -0.332; p = 0.015). The only significant group difference was in the LSI for single-leg hop distance, where the hypermobile group showed greater symmetry (r = 0.28, p = 0.041). The association between BS and dynamic balance was weak, with no clear difference in injury risk factors were observed between groups, suggesting hypermobile players may not need specialized training programs.

text: Decoding injury risk: Exploring the impact of asymptomatic hypermobility on lower limb injury risk factors in young female volleyball players Generalized hypermobility is associated with higher rates of musculoskeletal injuries, a trend also observed in volleyball. We aimed to investigate how asymptomatic hypermobility affects other suggested lower limb injury risk factors. Fifty female volleyball players (22 hypermobile, 28 non-hypermobile) were assessed using Beighton scores (BS) and lower limb injury risk factors based on the Landing Error Scoring System, single-leg dynamic balance, and Limb Symmetry Index (LSI) for single-leg hop and triple hop for distance. Spearman’s correlations assessed relationships between BS and the risk factors, and t-tests or Mann-Whitney U tests compared risk factors between non-hypermobile and asymptomatic hypermobile groups. No significant associations were found between BS and most risk factors, except for a negative correlation with the centre of pressure range of motion in the medio-lateral direction during dynamic balance on the non-dominant leg (ρ = -0.332; p = 0.015). The only significant group difference was in the LSI for single-leg hop distance, where the hypermobile group showed greater symmetry (r = 0.28, p = 0.041). The association between BS and dynamic balance was weak, with no clear difference in injury risk factors were observed between groups, suggesting hypermobile players may not need specialized training programs.

year: 2025

title: Understanding and Enhancing Customer-Agent-Computer Interaction in Customer Service Settings

authors: Olsson, Anette

subjects: computer human interaction customer service

abstract: Providing good customer service is crucial to many commercial organizations. There are different means through which the service can be provided, such as Ecommerce, call centres or face-to-face. Although some service is provided through electronic or telephone-based interaction, it is common that the service is provided through human agents. In addition, many customer service interactions also involve a computer, for example, an information system where a travel agent finds suitable flights. This thesis seeks to understand the three channels of customer service interactions between the agent, customer and computer: Customer-Agent-Computer Interaction (CACI).

A set of ethnographic studies were conducted at call centres to gain an initial understanding of CACI and to investigate the customer-computer channel. The findings revealed that CACI is more complicated than traditional CHI, because there is a second person, the customer, involved in the interaction. For example, the agent provides a lot of feedback about the computer to the customer, such as, “I am waiting for the computer”

Laboratory experiments were conducted to investigate the customer-computer channel by adding non-verbal auditory feedback about the computer directly to the customers. The findings showed only a small insignificant difference in task completion time and subjective satisfaction. There were indications that there was an improvement in flow of communication.

Experiments were conducted to investigate how the two humans interact over two different communication modes: face-to-face and telephone. Findings showed that there was a significantly shorter task completion time via telephone. There was also a difference in style of communication, with face-to-face having more single activities, such as, talking only, while in the telephone condition there were more dual activities, for instance talking while also searching. There was only a small difference in subjective satisfaction.

To investigate if the findings from the laboratory experiment also held in a real situation and to identify potential improvement areas, a series of studies were conducted: observations and interviews at multiple travel agencies, one focus group and a proof of concept study at one travel agency. The findings confirmed the results from the laboratory experiments. A number of potential interface improvements were also identified, such as, a history mechanism and sharing part of the computer screen with the customer at the agent's discretion.

The results from the work in this thesis suggest that telephone interaction, although containing fewer cues, is not necessarily an impoverished mode of communication. Telephone interaction is less time consuming and more task-focused. Further, adding non-verbal auditory feedback did not enhance the interaction. The findings also suggest that customer service CACI is inherently different in nature and that there are additional complications with traditional CHI issues.

text: Understanding and Enhancing Customer-Agent-Computer Interaction in Customer Service Settings Providing good customer service is crucial to many commercial organizations. There are different means through which the service can be provided, such as Ecommerce, call centres or face-to-face. Although some service is provided through electronic or telephone-based interaction, it is common that the service is provided through human agents. In addition, many customer service interactions also involve a computer, for example, an information system where a travel agent finds suitable flights. This thesis seeks to understand the three channels of customer service interactions between the agent, customer and computer: Customer-Agent-Computer Interaction (CACI).

A set of ethnographic studies were conducted at call centres to gain an initial understanding of CACI and to investigate the customer-computer channel. The findings revealed that CACI is more complicated than traditional CHI, because there is a second person, the customer, involved in the interaction. For example, the agent provides a lot of feedback about the computer to the customer, such as, “I am waiting for the computer”

Laboratory experiments were conducted to investigate the customer-computer channel by adding non-verbal auditory feedback about the computer directly to the customers. The findings showed only a small insignificant difference in task completion time and subjective satisfaction. There were indications that there was an improvement in flow of communication.

Experiments were conducted to investigate how the two humans interact over two different communication modes: face-to-face and telephone. Findings showed that there was a significantly shorter task completion time via telephone. There was also a difference in style of communication, with face-to-face having more single activities, such as, talking only, while in the telephone condition there were more dual activities, for instance talking while also searching. There was only a small difference in subjective satisfaction.

To investigate if the findings from the laboratory experiment also held in a real situation and to identify potential improvement areas, a series of studies were conducted: observations and interviews at multiple travel agencies, one focus group and a proof of concept study at one travel agency. The findings confirmed the results from the laboratory experiments. A number of potential interface improvements were also identified, such as, a history mechanism and sharing part of the computer screen with the customer at the agent's discretion.

The results from the work in this thesis suggest that telephone interaction, although containing fewer cues, is not necessarily an impoverished mode of communication. Telephone interaction is less time consuming and more task-focused. Further, adding non-verbal auditory feedback did not enhance the interaction. The findings also suggest that customer service CACI is inherently different in nature and that there are additional complications with traditional CHI issues.

year: 2007

title: Mā ngā huruhuru ka rere te manu: Understanding leadership for critical educational reform in Aotearoa New Zealand

authors: Anderson, Zac Kylie Elizabeth

subjects: educational leadership

abstract: The research project presented in this thesis explores the leadership journeys of four first-time principals engaging in Kia Eke Panuku, a professional development initiative in English-medium secondary schools in Aotearoa New Zealand.  It seeks to understand the role these first-time principals play in insitutionalising to depth, educational reform to enable Māori students to pursue their potential as Māori under the Ka Hikitia imperative.  This thesis investigates the type of leadership required to achieve educational reform for Māori learners in Aotearoa, embedded in the inherent promise of the Treaty of Waitangi.
  
This thesis contends these principals contribute to educational reform by bringing criticality to their leadership and embracing an ongoing and iterative process of conscientisation and resistance, leading to transformative praxis.  These principals recognised their role as educators leading pedagogical change in their schools, as well as leading others within their sphere of influence to ultimately change the fabric of society in Aotearoa.  They both learned and led alongside each other, displaying an openness to embracing multiple worldviews with a deeply held moral imperative to eradicate oppression of Māori students.  Such a stance actively creates bicultural spaces within schools, where both Treaty partners can benefit from the principles of the Treaty promises.

text: Mā ngā huruhuru ka rere te manu: Understanding leadership for critical educational reform in Aotearoa New Zealand The research project presented in this thesis explores the leadership journeys of four first-time principals engaging in Kia Eke Panuku, a professional development initiative in English-medium secondary schools in Aotearoa New Zealand.  It seeks to understand the role these first-time principals play in insitutionalising to depth, educational reform to enable Māori students to pursue their potential as Māori under the Ka Hikitia imperative.  This thesis investigates the type of leadership required to achieve educational reform for Māori learners in Aotearoa, embedded in the inherent promise of the Treaty of Waitangi.
  
This thesis contends these principals contribute to educational reform by bringing criticality to their leadership and embracing an ongoing and iterative process of conscientisation and resistance, leading to transformative praxis.  These principals recognised their role as educators leading pedagogical change in their schools, as well as leading others within their sphere of influence to ultimately change the fabric of society in Aotearoa.  They both learned and led alongside each other, displaying an openness to embracing multiple worldviews with a deeply held moral imperative to eradicate oppression of Māori students.  Such a stance actively creates bicultural spaces within schools, where both Treaty partners can benefit from the principles of the Treaty promises.

year: 2018