A grounded theory model of service providers' stress, emotion, and coping during intercultural service encounters

2010 ◽  
Vol 20 (4) ◽  
pp. 328-342 ◽  
Author(s):  
Chen‐ya Wang ◽  
Anna S. Mattila
Keyword(s):  
Grounded Theory ◽  
Service Providers ◽  
Theory Model ◽  
Service Encounters ◽  
And Coping

scholarly journals Kultúraközi szolgáltatásélmények vizsgálata a megalapozott elmélet módszerével

2015 ◽  
pp. 2-17
Author(s):  
Zsófia Kenesei ◽  
Zsófia Stier
Keyword(s):  
Grounded Theory ◽  
Cultural Differences ◽  
Service Provider ◽  
Intercultural Competence ◽  
Service Providers ◽  
Theoretical Framework ◽  
Cultural Knowledge ◽  
Service Encounters ◽  
Service Companies ◽  
Depth Interviews

A cikk fókuszában az interkulturális szolgáltatással való találkozás áll. A téma jelentősége kétségen kívül áll, hiszen a szolgáltatások egyre növekvő térhódítása, valamint a globalizáció terjedése fontossá teszi annak ismeretét, hogy a különböző nemzeti kultúrából érkező szolgáltató és fogyasztó számára hogyan érhető el a legfőbb cél, az elégedettség. A szerzők jelen kutatásukban annak megértését helyezték a középpontba, hogy melyek azok a tényezők, amelyek befolyásolják a felek erőfeszítéseit a találkozás során fellépő problémák megoldásában. Kutatásuk során mélyinterjúkat folytattak mind a szolgáltatói, mind a fogyasztói oldallal, majd a megalapozott elmélet (grounded theory) konstruktivista irányzatának segítségével elemezték ezen interjúkat, és azonosították azokat a tényezőket, amelyek fontossá válhatnak egy kultúraközi szolgáltatásélmény során. A kutatás eredményei rámutatnak, hogy melyek azok a kommunikációs és kulturális korlátok, amelyek problémát okozhatnak, s hogy az e problémák megoldására tett erőfeszítések visszavezethetők az interakció résztvevőinek személyes jellemzőire, tapasztalataira, kulturális nyitottságára és ismereteire. A kutatás eredményeinek egyik fontos menedzseri következtetése, hogy a szállodákban a probléma jelentősége ellenére nem helyeznek elegendő hangsúlyt a kommunikációs és kulturális korlátok leküzdésére irányuló képzésekre, tréningekre. _____ This paper presents an attempt to analyse the possible solutions to problems that can occur during intercultural service encounters (ICSE). Using grounded theory the authors provide a theoretical framework that identifies the factors that lead to ICSE barriers. Based on in-depth interviews with service providers and clients they have defined the relevant characteristics that influence intercultural competence. Intercultural competence with communication and cultural differences lead to problems during ICSE that can be handled by both parties: the service provider and the client, as well. An important finding is that service companies should provide adequate training that concentrates not only on the cultural knowledge but it should create capability in understanding and adapting to cultural differences.

Impact of Stroke Call on Career Satisfaction and Burnout for Academic Neurointerventionalists: A Grounded Theory Model

2021 ◽  
Author(s):  
Jin Vivian Lee ◽  
Alexander R. Scott ◽  
Arghavan Salles ◽  
Joshua W. Osbun ◽  
Gregory J. Zipfel
Keyword(s):  
Grounded Theory ◽  
Career Satisfaction ◽  
Theory Model

A cross-linguistic study of metacommunication in online hotel reviews

2020 ◽  
Vol 17 (4) ◽  
pp. 445-470
Author(s):  
Irene Cenni ◽  
Patrick Goethals ◽  
Camilla Vásquez
Keyword(s):  
Hospitality Industry ◽  
Service Providers ◽  
Mother Tongue ◽  
Service Failure ◽  
Specific Form ◽  
Service Encounter ◽  
Service Encounters ◽  
Correct Information ◽  
Linguistic Patterns

AbstractIn this study, we focus on a specific form of metacommunication found in an emerging digital genre: Hotel reviews posted on TripAdvisor. In particular, we investigate how tourists represent their service encounter interactions. The main goal of the present study is to identify what these digital metacommunicative practices reveal about communicative norms and expectations among groups of reviewers writing in three different languages. We analyzed a multilingual dataset of 1800 reviews written in English, Dutch, and Italian. The results reveal that reviewers commented upon a broad range of aspects when evaluating service encounters interactions, for instance, describing the quality of the interaction (e.g. polite, correct), or a lack of communication when a specific type of communication is expected (e.g. absence of greetings, or apologies after a service failure). Further, we found similar cross-linguistic patterns, such as appreciation for being able to communicate in one’s mother tongue during the hotel-guest encounter. At the same time, a few differences across languages emerged, such as the preference for precise and correct information within British reviews. Since service interactions are of fundamental importance for customer satisfaction, our findings contribute not only to the current research on metacommunication in digital contexts, but may also be significant for service providers in the hospitality industry.

Customer delight during a crisis: understanding delight through the lens of transformative service research

2020 ◽  
Vol 32 (1) ◽  
pp. 129-141 ◽  
Author(s):  
Donald C. Barnes ◽  
Jessica Mesmer-Magnus ◽  
Lisa L. Scribner ◽  
Alexandra Krallman ◽  
Rebecca M. Guidice
Keyword(s):  
Critical Incident ◽  
Service Providers ◽  
Psychological Theory ◽  
Well Being ◽  
Service Research ◽  
Service Encounters ◽  
Need Fulfillment ◽  
Content Type ◽  
Customer Delight ◽  
Service Experiences

PurposeThe unprecedented dynamics of the COVID-19 pandemic has forced firms to re-envision the customer experience and find new ways to ensure positive service encounters. This context has underscored the reality that drivers of customer delight in a “traditional” context are not the same in a crisis context. While research has tended to identify hedonic need fulfillment as key to customer well-being and, ultimately, to invoking customer delight, the majority of studies were conducted in inherently positive contexts, which may limit generalizability to more challenging contexts. Through the combined lens of transformative service research (TSR) and psychological theory on hedonic and eudaimonic human needs, we evaluate the extent to which need fulfillment is the root of customer well-being and that meeting well-being needs ultimately promotes delight. We argue that in crisis contexts, the salience of needs shifts from hedonic to eudaimonic and the extent to which service experiences fulfill eudaimonic needs determines the experience and meaning of delight.Design/methodology/approachUtilizing the critical incident technique, this research surveyed 240 respondents who were asked to explain in detail a time they experienced customer delight during the COVID-19 pandemic. We analyzed their responses according to whether these incidents reflected the salience of hedonic versus eudaimonic need fulfillment.FindingsThe results support the notion that the salience of eudaimonic needs become more pronounced during times of crisis and that service providers are more likely to elicit perceptions of delight when they leverage meeting eudaimonic needs over the hedonic needs that are typically emphasized in traditional service encounters.Originality/valueWe discuss the implications of these findings for integrating the TSR and customer delight literatures to better understand how service experiences that meet salient needs produce customer well-being and delight. Ultimately, we find customer delight can benefit well-being across individual, collective and societal levels.

A model for managing service encounters for neo-luxury consumers

2016 ◽  
Vol 8 (1) ◽  
pp. 41-52 ◽  
Author(s):  
Bonnie Canziani ◽  
Kittichai Watchravesringkan ◽  
Jennifer Yurchisin
Keyword(s):  
Social Class ◽  
Brand Management ◽  
Service Providers ◽  
Future Research ◽  
Service Encounters ◽  
Theoretic Model ◽  
Luxury Brands ◽  
Content Type ◽  
Consumer Markets ◽  
Future Research Directions

Purpose – This paper aims to explore a theoretical relationship among perceptions of consumer social class, the perceived legitimacy of customer requests for service and the delivery of intangible services. It focuses the discussion on service firm encounters with non-traditional consumers seeking to purchase from luxury brands. Design/methodology/approach – The paper reviews the literature for current trends in strategies of luxury brands and characteristics of evolving global and Asian consumer markets for luxury and neo-luxury goods and draws a theoretic model with propositions. Findings – Evidence suggests that service providers can improve efforts to expand services to the newly rich and trading-up neo-luxury consumer markets by focusing on the intangible elements of the service delivery system. Particular emphasis is placed on enhancing employee treatment of neo-luxury customers during service encounters by understanding the influence of employee perceptions of consumer social class and evaluations of the perceived legitimacy of customer requests for service. Originality/value – The paper contributes to the theoretical discussion in luxury brand management by suggesting that employees are influenced by impressions of customer worth and other attributes when determining responses to customers during service encounters. Implications for practitioners and future research directions for academics based on the framework are presented.

Stress and Adaptation in Families of Children with Visual Disabilities

1996 ◽  
Vol 77 (4) ◽  
pp. 240-249 ◽  
Author(s):  
Yona Leyser ◽  
Antoinette Heinze ◽  
Gaylen Kapperman
Keyword(s):  
Family Environment ◽  
Social Acceptance ◽  
Service Providers ◽  
Control Group ◽  
Visual Disabilities ◽  
Parent Questionnaire ◽  
The Social ◽  
Sources Of Support ◽  
And Coping ◽  
Experimental Group

Little research is available on families of children with visual impairments. The authors examined stress and coping in a sample of 130 families (experimental group) of visually impaired children who responded to a parent questionnaire and the Family Environment Scale (FES). A control group of 78 parents responded to FES only. Findings revealed that the experimental group experienced various stressors such as future concerns, financial concerns, concerns about services, and concerns about the social acceptance of the child. These families were less involved in intellectual and cultural activities and used less structure and organization than did the controls. In coping, many families used various formal and informal sources of support as well as personal coping strategies. Implications for practitioners and social service providers are discussed.

Gambling-Related Intimate Partner Violence Against Women: A Grounded Theory Model of Individual and Relationship Determinants

2021 ◽  
pp. 088626052110374
Author(s):  
Nerilee Hing ◽  
Catherine O’Mullan ◽  
Elaine Nuske ◽  
Helen Breen ◽  
Lydia Mainey ◽  
...  
Keyword(s):  
Intimate Partner Violence ◽  
Grounded Theory ◽  
Problem Gambling ◽  
Violence Against Women ◽  
Gender Inequality ◽  
Partner Violence ◽  
Intimate Partner ◽  
Theory Model ◽  
Theory Approach ◽  
Female Victims

This study aimed to examine how problem gambling interacts with gendered drivers of intimate partner violence (IPV) against women to exacerbate this violence. Interviews were conducted with 48 female victims of IPV linked to a male partner’s gambling; 24 female victims of IPV linked to their own gambling; and 39 service practitioners from 25 services. Given limited research into gambling-related IPV, but a stronger theoretical base relating to IPV against women, this study used an adaptive grounded theory approach. It engaged with existing theories on gendered drivers of violence against women, while also developing a grounded theory model of individual and relationship determinants based on emergent findings from the data. Gambling-related IPV against women was found to occur in the context of expressions of gender inequality, including men’s attitudes and behaviors that support violence and rigid gender expectations, controlling behaviors, and relationships condoning disrespect of women. Within this context, the characteristics of problem gambling and the financial, emotional and relationship stressors gambling causes intensified the IPV. Alcohol and other drug use, and co-morbid mental health issues, also interacted with gambling to intensify the IPV. Major implications. Reducing gambling-related IPV against women requires integrated, multi-level interventions that reduce both problem gambling and gendered drivers of violence. Gambling operators can act to reduce problem gambling and train staff in responding to IPV. Financial institutions can assist people to limit their gambling expenditure and families to protect their assets. Service providers can be alert to the co-occurrence of gambling problems and IPV and screen, treat, and refer clients appropriately. Public education can raise awareness that problem gambling increases the risk of IPV. Reducing gender inequality is also critical.

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