SERVQUAL is a research tool that measures customer perception of service quality by comparing what customers expect from a service to their assessment of the service actually delivered. The instrument was developed in the United States in the mid-1980s by researchers A. Parasuraman, Valarie Zeithaml, and Leonard L. Berry, and is designed for use in after-service evaluation processes. It assesses service quality across five dimensions: reliability, assurance, tangibles, empathy, and responsiveness. SERVQUAL has been applied in sectors including healthcare, banking, education, and libraries. == Overview == The SERVQUAL questionnaire consists of matched pairs of items, 22 expectation items and 22 perception items, organized into five dimensions that correspond to the consumer's mental framework for evaluating service quality. Each item is part of a pair: one question asks what excellent organizations in a given industry should offer (expectation), and the other asks how the specific organization being evaluated performs (perception). == The model of service quality == The model of service quality, referred to as the gaps model, was developed by Parasuraman, Zeithaml, and Berry during a systematic research program conducted in the 1980s. The model identifies five gaps that may cause customers to experience poor service quality. In this framework, gap 5 is the service quality gap, which represents the difference between customer expectations and their perceptions of the service. This is the only gap that can be directly measured, and the SERVQUAL instrument was designed specifically to capture it. Gaps 1 through 4 have diagnostic value and point to probable causes of service failures. == Development of the instrument == Development of the model of service quality began in 1983 and, after iterative refinements, led to the publication of the SERVQUAL instrument in 1988. The research team conducted in-depth interviews and focus groups in four service sectors: retail banking, credit card services, securities brokerage, and product repair and maintenance. The questionnaire was tested across multiple samples to verify its reliability, validity, and factor structure. == Adaptations and variants == SERVQUAL has been adapted for specific industries and contexts. Well‑known derivatives include: LibQUAL+ – a library service quality survey developed by the Association of Research Libraries. EDUQUAL – an instrument tailored for the evaluation of service quality in educational institutions. HEALTHQUAL – adapted for measuring patient perceptions of healthcare service quality. ARTSQUAL – used to evaluate visitor perceptions of quality in museums and performing arts venues. == Criticisms == Researchers have raised several concerns about SERVQUAL. Critics argue that the instrument's definition of expectations is ambiguous and that it does not adequately account for the dynamic nature of customer expectations over time. Other scholars question whether the five‑dimension structure is universally applicable across all service contexts, and whether a generic instrument can capture the unique attributes of specific industries without modification.
SeaTable
SeaTable is a no-code platform that allows users to develop and implement business processes. The cloud collaboration service SeaTable is marketed by the GmbH of the same name with headquarters in Mainz and additional offices in Berlin and Beijing, and developed by the same company as Seafile. == History == SeaTable is a collaborative database and low-code application platform developed as part of a joint venture between Seafile Ltd., a software company based in Guangzhou, China, and SeaTable GmbH, a German firm headquartered in Mainz. Founded in 2020, the project represents the international expansion of Seafile, a Chinese developer originally known for its file synchronization and sharing software. While SeaTable's cloud services and European client operations are managed by the German entity, the platform itself is developed in China by Seafile's engineering team. This cross-border structure, described by TechCrunch as an “unconventional path” for a Chinese startup expanding abroad, reflects Seafile's effort to maintain its product development in China while addressing growing scrutiny in Western markets over data governance and corporate control. In 2021, an innovation project led by the Cyber Innovation Hub at the IT School of the German Armed Forces started to evaluate the possibilities of a large-scale deployment at the German Armed Forces. The evaluation project is currently still ongoing. In 2022, SeaTable is optimizing its database backend to allow millions of records within one base in the future. The focus of development is increasingly on automation and visualization. In 2025, SeaTable introduced AI-powered automations with version 6. The update enabled the integration of large language models (LLMs) for text analysis and automated decision-making. SeaTable operates a self-hosted LLM on servers provided by Hetzner (Germany), while self-hosted deployments can connect to any compatible model. == Features == SeaTable combines the traditional capabilities of a spreadsheet such as Excel and supplements them with a wide range of functions for process automation and visualization as well as a fully comprehensive API. SeaTable is not a pure cloud solution, but can alternatively be installed on a private server and operated completely autonomously. In this way, the owner retains full control over their own data. The installation is done via Docker on a Linux server. == Security and privacy == While most no-code platforms exist only as SaaS solutions, SeaTable describes itself as a data-sparse European solution. While initially the SeaTable Cloud was hosted on Amazon AWS, the move to the German data centers of Swiss provider Exoscale then took place in May 2021. This was followed by the replacement of the Freshdesk cloud ticketing system with a self-hosted Zammad instance, and since April 2022 SeaTable has completely dispensed with all tracking cookies on its website.
Sarpa (snakebite app)
Sarpa or SARPA (Snake Awareness, Rescue and Protection app) is a snakebite app, an application for mobile devices developed in India to provide rapid, life-saving help for victims of snakebite, which kill an estimated 58,000 people a year in India. The app provides information about snakes, gets fast aid for people bitten, and helps in the development of antivenoms. Similar systems developed in India include SnakeHub, Snake Lens, Snakepedia, Serpent and the Big Four Mapping Project. The apps provide rapid response to snakebite incidents, often in remote areas, using a network of volunteers managed by local wildlife departments; their use can save human lives by providing rapid medical care, and also snakes, by helping to avoid interaction between the species. In 2026, it was announced that the app had plans to offer real-time contact from doctors directly from the app to provide users with decision-making advice.
Cryptographic module
A cryptographic module is a component of a computer system that securely implements cryptographic algorithms, typically with some element of tamper resistance. NIST defines a cryptographic module as "The set of hardware, software, and/or firmware that implements security functions (including cryptographic algorithms), holds plaintext keys and uses them for performing cryptographic operations, and is contained within a cryptographic module boundary." Hardware security modules, including secure cryptoprocessors, are one way of implementing cryptographic modules. Standards for cryptographic modules include FIPS 140-3 and ISO/IEC 19790.
Anthem medical data breach
The Anthem medical data breach was a medical data breach of information held by Elevance Health, known at that time as Anthem Inc. On February 4, 2015, Anthem, Inc. disclosed that criminal hackers had broken into its servers and had potentially stolen over 37.5 million records that contain personally identifiable information from its servers. On February 24, 2015 Anthem raised the number to 78.8 million people whose personal information had been affected. According to Anthem, Inc., the data breach extended into multiple brands Anthem, Inc. uses to market its healthcare plans, including, Anthem Blue Cross, Anthem Blue Cross and Blue Shield, Blue Cross and Blue Shield of Georgia, Empire Blue Cross and Blue Shield, Amerigroup, Caremore, and UniCare. Healthlink says that it was also a victim. Anthem says users' medical information and financial data were not compromised. Anthem has offered free credit monitoring in the wake of the breach. Michael Daniel, chief adviser on cybersecurity for President Barack Obama, said he would be changing his own password. According to The New York Times, about 80 million company records were hacked, and there is a fear that the stolen data will be used for identity theft. The compromised information contained names, birthdays, medical IDs, social security numbers, street addresses, e-mail addresses and employment information, including income data. == Theft of the data == The data was stolen over a period of weeks the month before the data breach was discovered. Because no medical information was compromised, Anthem was not required by law to encrypt the data. However, Anthem faced several civil class-action lawsuits, which were settled in 2017 at a cost of $115 million. Anthem did not admit any wrongdoing in the settlement. Data from the attack is expected to be sold on the black market. == Impact == Persons whose data was stolen could have resulting problems about identity theft for the rest of their lives. Anthem had a US$100 million insurance policy for cyber problems from American International Group. One report suggested that all of this money could be consumed by the process of notifying customers of the breach. == Responses == Anthem hired Mandiant, a cybersecurity firm, to review their security systems and advised people whose data was stolen to monitor their accounts and remain vigilant. The theft of the data raised fears generally about the theft of medical information. A writer from Harvard Law School suggested that this data breach might spark reform of security practices and government data safety regulation. An investigation conducted by several state insurance commissioners blames the breach on an attacker whose identity was withheld, and claims that the breach was likely ordered by a foreign government whose name was withheld. It also concluded that Anthem had taken reasonable measures to protect its data before the breach and that its remediation plan was effective at shutting down the breach once it was discovered. It also marks the starting date of the breach as February 18, 2014. The lead investigator was the Indiana Department of Insurance (DOI) -- Anthem's principal regulator, because Anthem is headquartered in Indiana. The Indiana DOI hired independent auditors to conduct a security assessment at Anthem, which concluded, "While deficiencies within Anthem’s cybersecurity posture were noted by the Examination Team, these deficiencies were not, in our experience, uncommon to companies comparable to Anthem in size and scope. While the pre-breach deficiencies impacted Anthem’s ability to reduce the likelihood of and quickly detect the Data Breach, the controls implemented subsequent to the Data Breach should improve Anthem’s ability to detect future breaches and enable Anthem to respond more effectively to a future attack than was the case in this instance." Federal regulators also conducted an investigation of the Anthem data breach, resulting in a $16 million settlement between Anthem and the Department of Health and Human Services (HHS) -- by far the largest HHS data breach settlement. An HHS Director overseeing the investigation said, "The largest health data breach in U.S. history fully merits the largest HIPAA settlement in history. Unfortunately, Anthem failed to implement appropriate measures for detecting hackers who had gained access to their system to harvest passwords and steal people's private information." The HHS settlement also required Anthem to perform a risk assessment and correct any identified deficiencies in its cybersecurity, with HHS oversight of Anthem's progress. Approximately 100 private class action lawsuits were filed against Anthem over the data breach and consolidated in California federal court, in front of Judge Koh, a respected authority in data breach litigation. After contested briefing over who should lead the litigation efforts, Judge Koh appoints Eve Cervantez of Altshuler Berzon and Andy Friedman of Cohen Milstein as co-lead counsel, and appointed Eric Gibbs of Gibbs Law Group and Michael Sobel of Lieff Cabraser to head a Plaintiffs' Steering Committee. In 2017, Anthem agreed to settle the litigation for $115 million, the largest ever data breach settlement at the time. The attorneys requested $38 million in fees for their work on the case, but Judge Koh slashed the fee request, finding that only $31 million in fees were merited.
AirPair
AirPair is a service and eponymous company that connects people who need help with programming issues (usually, programmers at small technology companies or at finance companies that use technology products) and people who can help them. Unlike services such as oDesk and Elance, AirPair is not a service for outsourcing programming tasks, but rather a service that facilitates one-off knowledge transfers from people with highly specialized knowledge of particular technology stacks or programming issues to people who are in need of specialized help. == History == AirPair launched in March 2013, with founder Jonathon Kresner, who hails from Australia, working full-time, and it soon hired three other part-time developers to work alongside him. Kresner had previously founded two other startups: Preparty, a social invitation and event-booking service based in Australia, and ClimbFind, an online rock-climbing community that reached a million users. Kresner was inspired to work on AirPair because he saw the need for outside expert assistance with programming issues arise regularly at these startups. In November 2013, founder Kresner describes the company's initial success at bootstrapping itself to "Ramen profitability" in a blog post. In December 2013, AirPair was accepted into the Winter 2014 Y Combinator batch. In March 2014, AirPair announced it would launch partnerships with Stripe, Twilio, and other companies that had their own application programming interfaces, allowing developers having trouble with the APIs to seek help over AirPair from experts on the APIs. AirPair presented at the Y Combinator Winter 2014 Demo Day on March 25, 2014, and successfully raised over $1 million within the next 48 hours. == Reception == A review of AirPair by Will Lam stressed that because payment was based on time rather than results, it was important to use it for clearly thought-out questions where one had high confidence that the session would help. Dennis Beatty, who met AirPair founder Jonathon Kresner in March 2014, wrote in April 2014 a glowing review of AirPair's vision of connecting people and its business success. AirPair has been compared with other peer-to-peer coding help sites such as Codementor and HackHands.
Reflection lines
Engineers use reflection lines to judge a surface's quality. Reflection lines reveal surface flaws, particularly discontinuities in normals indicating that the surface is not C 2 {\displaystyle C^{2}} . Reflection lines may be created and examined on physical surfaces or virtual surfaces with the help of computer graphics. For example, the shiny surface of an automobile body is illuminated with reflection lines by surrounding the car with parallel light sources. Virtually, a surface can be rendered with reflection lines by modulating the surfaces point-wise color according to a simple calculation involving the surface normal, viewing direction and a square wave environment map. == Mathematical definition == Consider a point p {\displaystyle p} on a surface M {\displaystyle M} with (normalized) normal n {\displaystyle n} . If an observer views this point from infinity at view direction v {\displaystyle v} then the reflected view direction r {\displaystyle r} is: r = v − 2 ( n ⋅ v ) n . {\displaystyle r=v-2(n\cdot v)n.} (The vector v {\displaystyle v} is decomposed into its normal part v n = ( n ⋅ v ) v {\displaystyle v_{n}=(n\cdot v)v} and tangential part v t = v − v n {\displaystyle v_{t}=v-v_{n}} . Upon reflection, the tangential part is kept and the normal part is negated.) For reflection lines we consider the surface M {\displaystyle M} surrounded by parallel lines with direction a {\displaystyle a} , representing infinite, non-dispersive light sources. For each point p {\displaystyle p} on M {\displaystyle M} we determine which line is seen from direction v {\displaystyle v} . The position on each line is of no interest. Define the vector r p {\displaystyle r_{p}} to be the reflection direction r {\displaystyle r} projected onto a plane P {\displaystyle P} that is orthogonal to a {\displaystyle a} : r p = r − ( r ⋅ a ) a {\displaystyle r_{p}=r-(r\cdot a)a} and similarly let v p {\displaystyle v_{p}} be the viewing direction projected onto P {\displaystyle P} : v p = v − ( v ⋅ a ) a {\displaystyle v_{p}=v-(v\cdot a)a} Finally, define v o {\displaystyle v_{o}} to be the direction lying in P {\displaystyle P} perpendicular to a {\displaystyle a} and v p {\displaystyle v_{p}} : v o = a × v p {\displaystyle v_{o}=a\times v_{p}} Using these vectors, the reflection line function θ ( p ) : M → ( − π , π ] {\displaystyle \theta (p):M\rightarrow (-\pi ,\pi ]} is a scalar function mapping points p {\displaystyle p} on the surface to angles between v p {\displaystyle v_{p}} and r p {\displaystyle r_{p}} : θ = arctan ( r p ⋅ v o , r p ⋅ v p ) {\displaystyle \theta =\arctan {(r_{p}\cdot v_{o},r_{p}\cdot v_{p})}} where a r c t a n ( y , x ) {\displaystyle arctan(y,x)} is the atan2 function producing a number in the range ( − π , π ] {\displaystyle (-\pi ,\pi ]} . ( v p {\displaystyle v_{p}} and v o {\displaystyle v_{o}} can be viewed as a local coordinate system in P {\displaystyle P} with x {\displaystyle x} -axis in direction v p {\displaystyle v_{p}} and y {\displaystyle y} -axis in direction v o {\displaystyle v_{o}} .) Finally, to render the reflection lines positive values θ > 0 {\displaystyle \theta >0} are mapped to a light color and non-positive values to a dark color. == Highlight lines == Highlight lines are a view-independent alternative to reflection lines. Here the projected normal is directly compared against some arbitrary vector x {\displaystyle x} perpendicular to the light source: θ = arctan ( n a ⋅ a ⊥ , n a ⋅ x ) {\displaystyle \theta =\arctan {(n_{a}\cdot a^{\perp },n_{a}\cdot x)}} where n a {\displaystyle n_{a}} is the surface normal projected on the light source plane P {\displaystyle P} : n a ^ / | n a ^ | , n a ^ = n − ( n ⋅ a ) a {\displaystyle {\hat {n_{a}}}/|{\hat {n_{a}}}|,{\hat {n_{a}}}=n-(n\cdot a)a} The relationship between reflection lines and highlight lines is likened to that between specular and diffuse shading.