...Task-Relationship-Self: A Framework for Understanding Service Encounter Behaviors Graham L. Bradley and Beverley A. Sparks Griffith University Dieter Zapf Goethe University Janet R. McColl-Kennedy and Nerina L. Jimmieson The University of Queensland ABSTRACT Research conducted over past decades has investigated selected service encounter behaviors from either a customer or service provider perspective. However, a comprehensive, dual-perspective framework is lacking. Such a framework is needed to organize knowledge of these behaviors, and thereby provide structure, clarity, and parsimony to the field. This paper describes a three-tier framework of service encounter behavior that was developed by applying grounded theory principles to interviews with customers, service employees, and other stakeholders. These informants described many ways in which they behave when executing service exchanges, dealing with service difficulties, and managing themselves in the process. Using an iterative inductive approach, a conceptual framework was developed in which specific (Tier 1) behaviors were placed within broader (Tier 2) categories, and these lower classification levels were, in turn, interpreted within a conceptual space defined by the (Tier 3) dimensions of task, relationship, and self. This framework was then elaborated and refined by reference to the psychology and marketing literature, a set of 157 audio-recorded service interactions, and an expert panel study...
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...Abstract Marital conflicts arise when two people wish to passionately express their individuality within their bonded union. Conflict of any kind is a healthy exercise in patience and understanding. There are positional boundaries’ that should be respected and valued in marital relationships. Marital satisfaction and longevity can be achieved if the two partners adhere to the rules of engagement in their attempt to express their needs and desires while valuing each other’s difference and individuality. However, when there is a sense of love loss within the dyadic relationship, conflicts can become detrimental to marital bliss. Achieving marital satisfaction and longevity can be challenging when passions are high and couples are in a constant state of flux due to verbal confrontation, or gender-role conflict. Keywords: marital conflict, marital longevity, conflict resolution and marital Satisfaction. Effects of Unresolved Conflict on Marital Satisfaction and Longevity Within the binding bonds of marital bliss, there is a dynamic that occasionally rears its ugly head; conflict. There have been married couples throughout time in memoriam who have declared that conflict does not reside within the confines of their marriages. (These are “the avoiders,” they will be discussed later in this composition.) If this is true, then how does a marital relationship survive if each partner impedes the value of differentiation while still remaining true too, and loving...
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...THE EFFECTS OF FRONTLINERS SERVICE ORIENTATION BEHAVIOURS OF THE DEPARTMENT OF TRADE AND INDUSTRY CAVITE ON CUSTOMERS’ SERVICE EVALUATION: AN ASSESSMENT A Thesis Proposal Presented to the Faculty of the Graduate School Philippine Christian University Dasmariñas, Cavite In Partial Fulfillment Of the Requirements for the Degree in Masters In Business Administration MOJICA, KRISHA MAY S. March 2015 APPROVAL SHEET The thesis entitled “THE EFFECTS OF FRONTLINERS SERVICE ORIENTATION BEHAVIOURS OF THE DEPARTMENT OF TRADE AND INDUSTRY CAVITE ON CUSTOMERS’ SERVICE EVALUATION: AN ASSESSMENT” is prepared and submitted by Mojica, Krisha May S. in partial fulfillment of the requirements for the degree of Master of Business Administration who has been examines and recommended for Oral examination. ___________________ ___________________ Date O’Land C. Nwoke Adviser PANEL OF EXAMINERS Approved by the Committee on Oral Examination with a grade of _________________. ___________________ Chairman ___________________ _________________ Member Member Comprehensive Examination Grade __________ Date Taken _____________ Accepted and approved as partial fulfillment of the requirements for the degree in Master in Business Administration (MBA). __________________ _________________________ Date Dr. Teresita C. Arnaldo Dean, Graduate School ...
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...Winsted, (2000),"Service behaviors that lead to satisfied customers", European Journal of Marketing, Vol. 34 Iss 3/4 pp. 399 - 417 Permanent link to this document: http://dx.doi.org/10.1108/03090560010311920 Downloaded on: 16 September 2014, At: 19:29 (PT) References: this document contains references to 72 other documents. To copy this document: permissions@emeraldinsight.com The fulltext of this document has been downloaded 5472 times since 2006* Downloaded by UNIVERSITI MALAYSIA TERENGGANU At 19:29 16 September 2014 (PT) Users who downloaded this article also downloaded: Kathryn Frazer Winsted, (2000),"Patient satisfaction with medical encounters – a cross#cultural perspective", International Journal of Service Industry Management, Vol. 11 Iss 5 pp. 399-421 Göran Svensson, (2006),"New aspects of research into service encounters and service quality", International Journal of Service Industry Management, Vol. 17 Iss 3 pp. 245-257 Göran Svensson, (2006),"The interactive interface of service quality: A conceptual framework", European Business Review, Vol. 18 Iss 3 pp. 243-257 Access to this document was granted through an Emerald subscription provided by 460805 [] For Authors If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information...
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...Paula Vizcarra COM 220 18 April 2011 The Possibilities of Making a Romantic Relationship Successful the Second Time Around INTRODUCTION: Oprah Winfrey said, “As you become more clear about who you really are, you’ll be better able to decide what is best for you – the first time around.” Unfortunately, this is much easier said than done. Every individual has their own perspectives on romantic relationships and every couple establishes their own set of rules. The question is: which rules are the right ones? What is the secret to getting it right the first time, and is it healthy to go for round two if you don’t? Cosmo experts seem to disagree with Oprah and give their readers a list of steps to follow that will supposedly allow a second time around to be successful. DESCRIPTION: Cosmopolitan Magazine offers their advice on whether or not getting back into a relationship with your ex is a good idea with an article called, “Can a Relationship Work the Second Time Around?” The writer mentions that when a couple decides to go for round two, people usually respond with negative feedback like, “yeah, that’ll last” (Miller). This is true, however, experts say that as long as three main rules are followed, it has the potential to work. These three rules are to (1) go slow, (2) touch on the past, and (3) ultimately move on. The first step consists of making sure a second chance is what you want and what is best, not what you think you need because you don’t want to be...
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...Communication Monographs Vol. 73, No. 4, December 2006, pp. 406 Á433 Take This Job and . . . : Quitting and Other Forms of Resistance to Workplace Bullying Pamela Lutgen-Sandvik Adult bullying at work is an unbelievable and, at times, shattering experience, both for those targeted as well as for witnessing colleagues. This study examines the narratives of 30 workers, some of whom where targeted and all of whom saw others bullied. Their responses paint a complex picture of power in bullying situations that reframe the ‘‘power-deficient target’’ into agents who galvanize a variety of resources on their own or others’ behalf but also place them at considerable risk. In some cases, employees evaluate the abusive situation and quickly resign. Others protest but, if resistance fails to stop abuse, they also leave organizations. The paths of resistance, case outcomes, and dialectic nature of resistance and control are discussed. Keywords: Workplace Bullying; Verbal Aggression; Organizational Communication; Resistance; Power Adult bullying at work is a shocking, frightening, and at times shattering experience, both for those targeted and for onlookers. Workplace bullying, mobbing, and emotional abuse*essentially synonymous phenomena*are persistent, verbal, and nonverbal aggression at work that include personal attacks, social ostracism, and a multitude of other painful messages and hostile interactions. Because this phenomenon is perpetrated by and through communication, and because...
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...(a) whether online dating is fundamentally different from conventional offline dating and (b) whether online dating promotes better romantic outcomes than conventional offline dating. The answer to the first question (uniqueness) is yes, and the answer to the second question (superiority) is yes and no. To understand how online dating fundamentally differs from conventional offline dating and the circumstances under which online dating promotes better romantic outcomes than conventional offline dating, we consider the three major services online dating sites offer: access, communication, and matching. Access refers to users’ exposure to and opportunity to evaluate potential romantic partners they are otherwise unlikely to encounter. Communication refers to users’ opportunity to use various forms of computer-mediated communication (CMC) to interact with specific potential partners through the dating site before meeting face-to-face. Matching refers to a site’s use of a mathematical algorithm to select potential partners for users. Regarding the uniqueness question,...
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...Internationalization of IKEA in the Japanese market and Chinese markets Tutor: Authors: Group: Date: Leif Linnskog Wannapa Chaletanone (05-11-1982, Thailand) Wanee Cheancharadpong (03-09-1983, Thailand) 2022 June 4, 2008 Master Thesis EFO705, 10 points (15 credits) – Spring 2008 International Business and Entrepreneurship – MIMA Program School of Sustainable Development of Society and Technology Abstract Date June 4, 2008 Level Master Thesis EFO705, 10 points (15 credits) Authors Wannapa Chaletanone (05-11-1982, Thailand) Wanee Cheancharadpong (03-09-1983, Thailand) Title Internationalization of IKEA in the Japanese and Chinese markets Supervisor Leif Linnskog Problems Why did IKEA internationalize into Japanese and Chinese markets? And what factors did influence IKEA’s success in Chinese market but failure in the Japanese market of the first round? Purpose The aim of thesis is to understand the internationalization of IKEA in Asia by comparing between Japanese and Chinese markets. Method This master thesis based on qualitative approach in order to investigate the internationalization of IKEA in Asian markets as a case study since it is beneficial in understanding the observation and explanation of behavior in the certain cases. Conclusion IKEA is considered as retailer internationalization who expands into Japanese market as a result of deregulation and asset-based advantage while internationalize...
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...Abstract This article presents the role of communication research in the clothing industry in Bangladesh. The aim of our research was to show how these clothing and textile companies use a marketing communication mix for the promotion of products and brands. Our findings suggest that a properly used marketing communication mix is a factor for success in the Bangladeshi clothing industry. The research results address three groups of companies. Companies with a more developed brand name place more importance on advertising in the marketing communications mix, while the second and third groups of companies give more importance to personal selling. Differences between the groups are obvious, and these correlate to the development of a brand name. The ready-made garment (RMG) industry of Bangladesh started in the late 1970s and became a prominent player in the economy within a short Period of time. The industry has contributed to export earnings, foreign exchange, employment creation, poverty alleviation and the empowerment of women. The export-quota system and the availability of cheap labor are the two main reasons behind the success of the industry. In the 1980s, the RMG industry of Bangladesh was concentrated mainly in manufacturing and exporting woven products. Since the early 1990s, the knit section of the industry has started to expand. Shirts, T-shirts, sweaters and jackets are the main products manufactured and exported by the industry. Bangladesh exports its RMG products...
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...Identifying Rivals and Rivalries in World Politics Author(s): William R. Thompson Source: International Studies Quarterly, Vol. 45, No. 4 (Dec., 2001), pp. 557-586 Published by: Wiley on behalf of International Studies Association Stable URL: http://www.jstor.org/stable/3096060 Accessed: 20-11-2015 13:22 UTC Your use of the JSTOR archive indicates your acceptance of the Terms & Conditions of Use, available at http://www.jstor.org/page/ info/about/policies/terms.jsp JSTOR is a not-for-profit service that helps scholars, researchers, and students discover, use, and build upon a wide range of content in a trusted digital archive. We use information technology and tools to increase productivity and facilitate new forms of scholarship. For more information about JSTOR, please contact support@jstor.org. International Studies Association and Wiley are collaborating with JSTOR to digitize, preserve and extend access to International Studies Quarterly. http://www.jstor.org This content downloaded from 110.93.234.9 on Fri, 20 Nov 2015 13:22:55 UTC All use subject to JSTOR Terms and Conditions International Studies Quarterly(2001) 45, 557-586. Identifying Rivals and Rivalries in World Politics WILLIAM R. THOMPSON Indiana University Instead of assuming that all actors are equally likely to clash, and that they do so independently of previous clashes, rivalry analysis can focus on the small number of feuding dyads that cause much of the trouble in...
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...I. Dating Industry history The dating industry formed in the 1600s when the first services to help singles found spouses arose. At the time, being unmarried past the age of 21 was shameful causing some to turn towards matrimonial agencies to help them find a mate. The services utilized print ads typically on behalf of men who paid the agency to recruit them a wife. With the invention of the modern newspaper close to 1700 the print ad medium for finding a spouse began to gain popularity. Companies profited from posting a column in exchange for a fee. Continuing into the 1900s, print advertisements continued to be the dominant medium for the dating industry, but starting around the middle of the 20th century came the concept of computer assisted matchmaking. In the mid-1960s, Lewis Altfest and Robert Ross created Project TACT (Technical Automated Compatibility Testing). Participants paid $5 and answered roughly 100 multiple-choice questions about themselves. After submitting responses, cards printed out with names and phone numbers were provided. The concept of using formulas to match singles based on their like, dislikes and characteristics was born. The computer assisted matching concept however, would not catch on for several more decades. Other new concepts also arose in the dating industry. Shows such as The Dating Game brought the idea of matching strangers with similarities to the forefront of entertainment, with contestants asking questions of three potential matches...
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...School University of Wisconsin-Stout May, 2004 ii The Graduate School University of Wisconsin-Stout Menomonie, WI 54751 ABSTRACT _________Howard__________Nicole_______M._________________________ (Writer) (Last Name) (First) (Initial) Peer Influence In Relation To Academic Performance and Socialization Among__ (Title) Adolescents: A Literature Review______________________________________ School Psychology (Graduate Major) Dr. Helen Swanson (Research Advisor) May/2004_____ 30__________ (Month/Year) (No. of Pages) Publication Manual of the American Psychological Association, Fifth Edition___ (Name of Style Manual Used in This Study) Adolescents have always been exposed to peer influence, but the kinds of peer influence that they encounter have changed tremendously in the past years. Peers can influence everything from what an adolescent chooses to wear to whether or not an adolescent engages in drug related or other delinquent behavior. This is an important topic because if society and education related professionals understand the issues surrounding negative peer influence, they are more likely to prevent it and be more adequately prepared to help a teenager facing negative aspects of peer pressure. This research is a review of the existing literature on the positive and negative aspects of peer influence among adolescents in relation to academic performance and socialization. Directions for future research and implications for professional practice are also included. ...
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...ASA University Review, Vol. 4 No. 1, January–June, 2010 Measuring Service Quality: A Comparative Analysis Between Standard Chartered Bank and Dhaka Bank Mohd. Takdir Hossan* Abstract This study compares the quality of services provided by Standard Chartered Bank and Dhaka Bank Ltd in Bangladesh. The premise of the paper is that the quality of bank’s services would be contingent on the incentive structure under which these institutions operate. Since banks are not subsidized and depend on income from clients, they would be more motivated to provide quality services to clients to meet their needs more effectively and efficiently. This premise was supported. Customers’ perception of service quality and key demographic characteristics were also used to predict choice of banks. Key Words: Customers Expectation, Perception and Satisfaction Introduction The Jews in Jerusalem introduced a kind of banking in the form of money lending before the birth of Jesus Christ. The word 'bank' was probably derived from the word 'bench' as during ancient time Jews used to do money-lending business sitting on long benches. First modern banking was introduced in 1668 in Stockholm as 'Svingss Pis Bank' that opened up a new era of banking activities throughout the European mainland. In the South Asian region, early banking system was introduced by the Afghan traders popularly known as Kabuliwallas. Muslim businessmen from Kabul, Afghanistan, came to India and started money lending business in...
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...An Analysis on How to Handle Dysfunctional Customers And how they affect on Food Servers in selected Restaurants at Eastwood City ------------------------------------------------- A Method of Research and Thesis Paper Presented to the Faculty of the Hotel and Restaurant Management Arellano University - Pasig ------------------------------------------------- In Partial Fulfilment of the Requirement for the Degree in Bachelor of Science in Hotel and Restaurant Management Presented By: Calinao, Loreinn G. Tierra, Alyssa Marie G. Encio, Mary Bless Estrada, Erik E. Romero, Jerry Arellano University – Pasig Pag-Asa St. Brgy. Caniogan Pasig City Approval Sheet In partial fulfillment of the requirements for the degree of Bachelor of Science in Hotel and Restaurant Management this Method of Research entitled “AN ANALYSIS ON HOW TO HANDLE DYSFUNCTIONAL CUSTOMERS AND HOW THEY AFFECT FOOD SERVERS IN SELECTED RESTAURANTS IN EASTWOOD CITY” was prepared and submitted to the College of Hotel and Restaurant Management. PROF. LOUIE REYES Adviser Approved by the members of panel on October 2014. With a grade of ____ ________________________________________ Chairman _______________ _______________ _______________ Member Member Member Accepted in partial fulfillment of Bachelor of Science in Hospitality and Restaurant Management PROF. KATHERINE GUEVARRA ...
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...The current issue and full text archive of this journal is available at www.emeraldinsight.com/0144-3577.htm IJOPM 26,7 Supply chain management: theory, practice and future challenges 754 John Storey and Caroline Emberson The Open University Business School, Milton Keynes, UK, and Janet Godsell and Alan Harrison Cranfield School of Management, Cranfield, UK Abstract Purpose – The purpose of this paper is to critically assess current developments in the theory and practice of supply management and through such an assessment to identify barriers, possibilities and key trends. Design/methodology/approach – The paper is based on a three-year detailed study of six supply chains which encompassed 72 companies in Europe. The focal firms in each instance were sophisticated, blue-chip corporations operating on an international scale. Managers across at least four echelons of the supply chain were interviewed and the supply chains were traced and observed. Findings – The paper reveals that supply management is, at best, still emergent in terms of both theory and practice. Few practitioners were able – or even seriously aspired – to extend their reach across the supply chain in the manner prescribed in much modern theory. The paper identifies the range of key barriers and enablers to supply management and it concludes with an assessment of the main trends. Research limitations/implications – The research presents a number of challenges to existing thinking...
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