The impact of customer‐to‐customer interactions in a high personal contact service setting

Purpose The purpose of this paper is to examine the impact of happiness expressed by service firm employees when they are depicted in marketing communications materials, such as printed ads and videos. Design/methodology/approach Two experiments were conducted in a fitness service setting, in which employee display of happiness was manipulated (low vs high). Findings Both experiments showed that expressions of high levels of happiness produced a more positive attitude toward the service employee than expressions of low levels of happiness. Moreover, the impact of the expression of happiness on the evaluation of the employee was mediated by several variables, which suggests that the influence of depicted employees’ emotional expressions can take several routes. Practical implications The results imply that service firms should not only be mindful about which specific employee they select for appearing in marketing communications materials, they should also pay attention to the emotional displays of selected employees. Originality/value The present study contributes to previous research by assessing a set of potential mediators to explain why displays of happiness influence consumers, and by examining these effects in a marketing communications setting in which the customer is exposed to still images or video-based representations of the employee. The present study also focuses explicitly on happiness rather than on smiles.

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Using interactive technologies and distance learning in sustainable education

E3S Web of Conferences ◽

10.1051/e3sconf/202125007003 ◽

2021 ◽

Vol 250 ◽

pp. 07003

Author(s):

Anna Rybakova ◽

Aleksandra Shcheglova ◽

Denis Bogatov ◽

Liudmila Alieva

Keyword(s):

Higher Education ◽

Distance Learning ◽

Built Environment ◽

Social Life ◽

Learning Experience ◽

Theoretical Research ◽

Personal Contact ◽

Interactive Technologies ◽

Sustainable Education ◽

The Impact

This paper focuses on the use of interactive technologies and distance learning in sustainable education. It discusses how remote learning technologies can positively influence students’ learning and entry in sustainable education. The paper looks at the use of distance learning in higher education as a means to help students in the built environment and its use within the education system. It studies and expands the theoretical research on the benefits of distance learning, where the study is remote and there is no personal contact with staff or students, and examines the impact of distance learning on the student’s learning experience. It also proposes and evaluates potential solutions to overcome the barriers to learning in the built environment and create successful virtual learning communities, recognising that such improvements must be reconciled with the primary benefits identified. The paper provides an overview of sustainable distance learning within higher education and discusses the differences between learning outside the structural environment of a profession, what it means for the student’s learning experience and the potential to overcome barriers to distance learning. This is a very timely topic in the times of COVID-10 pandemic. Lockdowns of the economy and social life impacted all spheres of education with schools and universities closed for long periods of time and all teaching moved to online and distance mode. However, coronavirus pandemic also brought the digital surge in the system of education, including the sustainable education. All these innovations might stay after the pandemic and help the education to evolve and to embrace more novel trends and technologies.

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Effect of a Multi-ethnic, Multicultural Program on Student Participants

NASPA Journal ◽

10.2202/0027-6014.1054 ◽

1998 ◽

Vol 35 (3) ◽

Author(s):

Gwendolyn Vendley

Keyword(s):

Training Program ◽

Student Perceptions ◽

Ethnic Groups ◽

Developmental Change ◽

Vantage Point ◽

Personal Contact ◽

Mexican Culture ◽

Multicultural Program ◽

The Impact

The purpose of this case study was to describe the impact of a multi-ethnic, multicultural program on participating students. The program was designed to immerse students in Mexican culture as a means of combating ignorance of and violence against members of ethnic groups at Fairfield University. Interviews, pretests and post-tests, and participation observation were used to determine whether the training program was responsible for changes in student perceptions and judgements. Four instruments were used, each of which provided a distinct vantage point for viewing developmental change. The study demonstrated that through personal contact changes in attitude can be effected.

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E. S. Fedorov Promoting the Russian-German Scientific Interrelationship

Minerals ◽

10.3390/min10020181 ◽

2020 ◽

Vol 10 (2) ◽

pp. 181 ◽

Cited By ~ 1

Author(s):

Peter Paufler ◽

Stanislav K. Filatov

Keyword(s):

Crystal Structure ◽

Crystal Structures ◽

Structure Analysis ◽

Crystalline State ◽

Crystal Structure Analysis ◽

Present Knowledge ◽

Personal Contact ◽

X Ray Diffraction ◽

X Ray ◽

The Impact

At the dawn of crystal structure analysis, the close personal contact between researchers in Russia and Germany, well documented in the “Zeitschrift für Krystallographie und Mineralogie”, contributed significantly to the evolution of our present knowledge of the crystalline state. The impact of the Russian crystallographer E. S. Fedorov upon German scientists such as A. Schoenflies and P. Groth and the effect of these contacts for Fedorov are highlighted hundred years after the death of the latter. A creative exchange of ideas paved the way for the analysis of crystal structures with the aid of X-ray diffraction.

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The Impact of Structured Laboratory Routines in Computerized Medical Records in a Primary Care Service Setting

Journal of Medical Systems ◽

10.1007/s10916-005-6130-4 ◽

2005 ◽

Vol 29 (6) ◽

pp. 619-626 ◽

Cited By ~ 6

Author(s):

Daniel A. Vardy ◽

Tzachit Simon ◽

Yehuda Limoni ◽

Oded Kuperman ◽

Ira Rabzon ◽

...

Keyword(s):

Primary Care ◽

Medical Records ◽

Care Service ◽

Primary Care Service ◽

Service Setting ◽

Computerized Medical Records ◽

The Impact

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Before Corona and After Corona as New Global Milestones in The Theory and Practice of Consumer Behaviour: Evidence from Vending Industry

SHS Web of Conferences ◽

10.1051/shsconf/20219206021 ◽

2021 ◽

Vol 92 ◽

pp. 06021

Author(s):

Jana Majerova ◽

Lukas Vartiak

Keyword(s):

Consumer Behaviour ◽

Value Added ◽

Theory And Practice ◽

Personal Contact ◽

Future Trends ◽

Theoretical Approaches ◽

Purchasing Behaviour ◽

Light And Shadow ◽

The Impact

Research background: In the light and shadow of contemporary global situation, Corona pandemic crisis can be established as new milestone in economic and managerial theory and practice. It has flew over national markets as black swan and it has totally destroyed so far formulated models and patterns. No one industry has stayed untouched. Purpose of the article: The aim of this paper is to identify changes in consumer behaviour caused by Corona pandemic crisis in relevant industry of national economy. Methods: The aim of this paper will be fulfilled by applying comparative analysis on the case study of vending industry provided on chronological basis. The reason for choosing this industry lies in the specifics of this industry – i.e. elimination of personal contact and nonstop functioning not only in closed but also in open air places. Thus, it can be expected that the impact of Corona pandemic crisis characterized by lockdown, social distancing and strict hygienic steps would be minimal in this case. Findings & Value added: It has been already stated that Corona pandemic crisis has a potential to modify so far formulated theoretical approaches to consumer behaviour. By providing own research, this fact has been proven. Based on these findings, it is possible to identify future trends in purchasing behaviour not only in case of chosen industry but also generally. These are mainly connected with the shift in perception of consumption and savings, the preference of cash less payment and the change in philosophy of personal alimentation.

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The Impact of Information Technology on Family Values Transformation

KnE Social Sciences ◽

10.18502/kss.v2i4.881 ◽

2017 ◽

Vol 2 (4) ◽

pp. 153

Author(s):

Bagus Haryono

Keyword(s):

Information Technology ◽

Positive Impact ◽

Family Values ◽

Personal Contact ◽

Control Group ◽

Technology Application ◽

Message Service ◽

Before And After ◽

Quasi Experimental ◽

The Impact

This research explains the impact of Contemporary Information Technology Application Progress (CITA-P), WhatsApp/WA application, in transforming the family values from face-to-face contact (Emotional and Personal Value or EPV) to non-personal contact (Pragmatic Value or PV). It uses quasi-experimental design conducted by pre-test, treatment, and post-test in Hagen lineage (HaL) as Experiment Group (EG). Then it compares by Control Group (CG) with the Limited-Treatment (L-T) by phone, Short Message Service/SMS, and Facebook/Fb in Sumer lineage (SuL). Data were collected by sending the Eid messages. Respondent consisted of HaL and SuL members. Contemporary treatment is manipulated by CITA-P at the HaL member. Findings showed that CITA-P has positive impact to transform the EPV toward PV, as indicated by significant increase in the larger IT-P score in the EG than the L-T effect in CG before and after implementing it.

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Examination of Internet Banking Customer Perception of Service Quality

Business Infrastructure for Sustainability in Developing Economies - Advances in Finance, Accounting, and Economics ◽

10.4018/978-1-5225-2041-2.ch013 ◽

2017 ◽

pp. 253-263 ◽

Cited By ~ 1

Author(s):

Nilanjan Ray ◽

Tilak Nath Ghosh ◽

Krishnendu Sen

Keyword(s):

Service Quality ◽

Internet Banking ◽

Primary Data ◽

Personal Contact ◽

Cross Sectional Survey ◽

Cross Sectional ◽

Customer Perception ◽

Quality Dimensions ◽

Major Factors ◽

The Impact

The present study empirically examines the impact of internet banking service quality dimensions on Customer Satisfaction. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and paired t- test. It was also found that customers are satisfied with IS-QUAL dimensions. Service quality has become as one of the major factors of the client satisfaction.

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Empathy or Antipathy? The Impact of Diversity

The American Economic Review ◽

10.1257/aer.96.5.1890 ◽

2006 ◽

Vol 96 (5) ◽

pp. 1890-1905 ◽

Cited By ~ 115

Author(s):

Johanne Boisjoly ◽

Greg J Duncan ◽

Michael Kremer ◽

Dan M Levy ◽

Jacque Eccles

Keyword(s):

Minority Groups ◽

Personal Contact ◽

First Year ◽

State University ◽

Student Body ◽

Definitive Evidence ◽

High Quality Education ◽

Diverse Student Body ◽

Diverse Student ◽

The Impact

Mixing across racial and ethnic lines could spur understanding or inflame tensions between groups. We find that white students at a large state university randomly assigned African American roommates in their first year were more likely to endorse affirmative action and view a diverse student body as essential for a high-quality education. They were also more likely to say they have more personal contact with, and interact more comfortably with, members of minority groups. Although sample sizes are too small to provide definitive evidence, these results suggest students become more empathetic with the social groups to which their roommates belong.

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Hospitality business longevity under COVID-19: The impact of COVID-19 on New Zealand’s hospitality industry

Tourism and Hospitality Research ◽

10.1177/1467358421993875 ◽

2021 ◽

pp. 146735842199387

Author(s):

Nigel Hemmington ◽

Lindsay Neill

Keyword(s):

New Zealand ◽

Hospitality Industry ◽

Sense Of Self ◽

Theory Of The Firm ◽

Small Sample ◽

Personal Contact ◽

Financial Loss ◽

Subsidy Scheme ◽

Strategic Innovation ◽

The Impact

The aim of this paper is to explore the impact of the COVID-19 pandemic on the New Zealand hospitality industry, within the context of business longevity theory using an on-line qualitative survey of 11 senior industry executives representing 105 restaurant, café and take-away outlets. The findings reveal that despite financial loss, COVID-19 provided an opportunity to engage in strategic innovation through two basic approaches; one mediated by technology, the other by direct personal contact. This internal innovation, flexibility and responsiveness is consistent with the RBV theory of the firm and the inertia and change perspective of organizational Population Ecology theory. The practical implications relate to business longevity and the financial impact across the industry, however, COVID-19 also provided an opportunity for strategic innovation through technology and direct personal customer contact. Innovations were mediated by two government COVID-19 related initiatives - the wage subsidy scheme, and government business loans. The social implications are significant and include a renewed sense of ‘self’ reflecting the need for business survival. Renewal has invigorated participants to differentiate the hospitality industry and its contribution to the national economy from that of tourism. That renewal and vibrancy provides the perfect scenario for the wider sociocultural embrace of a return to normal life and regular business in Aotearoa New Zealand. The limitations of this study include the focus on restaurants, cafes and take-aways - a wider hospitality industry study would provide a more industry representative perspective. The study is also focused on New Zealand as a unique case study; this would not necessarily be representative of the global industry. The qualitative approach and small sample is a strength in terms of depth of analysis, but could be supplemented through a wider quantitative study.

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