Gratitude in service encounters: implications for building loyalty

2016 ◽  
Vol 30 (3) ◽  
pp. 341-358 ◽  
Author(s):  
Dora Elizabeth Bock ◽  
Judith Anne Garretson Folse ◽  
William C. Black
Keyword(s):  
Three Dimensional ◽  
Predictive Ability ◽  
Service Encounters ◽  
Content Type ◽  
Quantitative Studies ◽  
Relationship Continuity ◽  
Mediating Mechanisms ◽  
Relational Outcomes ◽  
Antecedents And Consequences ◽  
Definition Of

Purpose While research on customer gratitude is gaining momentum, there is an absence of a clear conceptualization and operationalization of the construct. This paper aims to provide a grounded theory definition of customer gratitude, develops and validates a gratitude scale to fully capture the comprehensive definition and assesses the scale in a nomological network with antecedents and consequences. Design/methodology/approach This qualitative study and four quantitative studies examine customer gratitude within service encounters. Findings Results from all five studies support a three-dimensional definition of customer gratitude that includes affective, behavioral and cognitive dimensions. The quantitative findings show that the three-dimensional gratitude scale offers strong predictive ability of loyalty and relationship continuity and that gratitude maintains its effect on these relational outcomes after assessing other mediating mechanisms (e.g. value). Research limitations/implications This research offers an expanded conceptual definition and scale of customer gratitude that conforms to theory and the extant literature. The scale maintains construct validity which is supported in a nomological context of theoretically based antecedents and consequences. Originality/value This work advances the emerging gratitude literature by clearly delineating the construct’s domain, measurement and impact on relational outcomes.

Social media and consumer engagement: a review and research agenda

2016 ◽  
Vol 10 (4) ◽  
pp. 268-287 ◽  
Author(s):  
Victor Barger ◽  
James W. Peltier ◽  
Don E. Schultz
Keyword(s):  
Social Media ◽  
Recent Literature ◽  
Future Research ◽  
Consumer Engagement ◽  
Research Directions ◽  
Content Type ◽  
Future Research Directions ◽  
Antecedents And Consequences ◽  
Area Of Concern ◽  
Definition Of

Purpose In “Social media’s slippery slope: challenges, opportunities and future research directions”, Schultz and Peltier (2013) asked “whether or how social media can be used to leverage consumer engagement into highly profitable relationships for both parties”. The purpose of this article is to continue this discussion by reviewing recent literature on consumer engagement and proposing a framework for future research. Design/methodology/approach The paper reviews the marketing literature on social media, paying particular attention to consumer engagement, which was identified as a primary area of concern in Schultz and Peltier (2013). Findings A significant amount of research has been conducted on consumer engagement since 2010. Lack of consensus on the definition of the construct has led to fragmentation in the discipline, however. As a result, research related to consumer engagement is often not identified as such, making it difficult for academics and practitioners to stay abreast of developments in this area. Originality/value This critical review provides marketing academics and practitioners insights into the antecedents and consequences of consumer engagement and offers a conceptual framework for future research.

scholarly journals Deterministic mathematical morphology for CAD/CAM

2014 ◽  
Vol 31 (7) ◽  
pp. 1221-1241 ◽  
Author(s):  
Rubén Sarabia-Pérez ◽  
Antonio Jimeno-Morenilla ◽  
Rafael Molina-Carmona
Keyword(s):  
Mathematical Morphology ◽  
Geometric Model ◽  
Three Dimensional ◽  
Morphological Operations ◽  
Basic Operation ◽  
Geometric Data Structures ◽  
Content Type ◽  
Morphological Operators ◽  
Cad Cam ◽  
Definition Of

Purpose – The purpose of this paper is to present a new geometric model based on the mathematical morphology paradigm, specialized to provide determinism to the classic morphological operations. The determinism is needed to model dynamic processes that require an order of application, as is the case for designing and manufacturing objects in CAD/CAM environments. Design/methodology/approach – The basic trajectory-based operation is the basis of the proposed morphological specialization. This operation allows the definition of morphological operators that obtain sequentially ordered sets of points from the boundary of the target objects, inexistent determinism in the classical morphological paradigm. From this basic operation, the complete set of morphological operators is redefined, incorporating the concept of boundary and determinism: trajectory-based erosion and dilation, and other morphological filtering operations. Findings – This new morphological framework allows the definition of complex three-dimensional objects, providing arithmetical support to generating machining trajectories, one of the most complex problems currently occurring in CAD/CAM. Originality/value – The model proposes the integration of the processes of design and manufacture, so that it avoids the problems of accuracy and integrity that present other classic geometric models that divide these processes in two phases. Furthermore, the morphological operative is based on points sets, so the geometric data structures and the operations are intrinsically simple and efficient. Another important value that no excessive computational resources are needed, because only the points in the boundary are processed.

Development of bulletproof pad design system using 3D body scan data

2019 ◽  
Vol 31 (6) ◽  
pp. 802-812
Author(s):  
Yeong Hoon Kang ◽  
Sungmin Kim
Keyword(s):  
Three Dimensional ◽  
Upper Body ◽  
Design System ◽  
Standard Normal Distribution ◽  
Shape Modification ◽  
Body Scan ◽  
Content Type ◽  
Standard Normal ◽  
Scan Data ◽  
Definition Of

Purpose The purpose of this paper is to develop a system to design a bulletproof pad for chest protection using three-dimensional body scan data. Design/methodology/approach Body data were divided into arbitrary number of groups based on the standard normal distribution theory, considering the width and height of the upper body. Several parameters were used to define the cover area of the bulletproof pad, and the shape of this area of each model in a group was averaged to generate the standard bulletproof pad model for that group. Findings It is possible to use three-dimensional body scan data in the design process of a mass-customized bulletproof pad for chest protection. Practical implications It is expected that it would be possible to design not only bulletproof pad but also many kinds of body-related products that need to reflect the shape of body using the methodology developed in this study. Social implications Using this system, the mass customization of special garments and equipment would be possible, which will improve the wearers’ comfort and work efficiency. Originality/value Three-dimensional body measurement, parametric definition of cover area and user interface for shape modification developed in this study will facilitate the consumer-oriented product design.

Problematic of ideological formation in Kazakhstan: three-dimensional practice of the Muftiate as an ideological state apparatus (an Althusserian analysis)

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yerkesh Kozhbankhan ◽  
Aidana Kaldybekova
Keyword(s):  
National Policy ◽  
Three Dimensional ◽  
Social Engineering ◽  
Historical Background ◽  
Content Type ◽  
Louis Althusser ◽  
State Apparatus ◽  
Restructuring Process ◽  
Definition Of

Purpose In the Kazakhstani context, the instrumentalization of the Muftiate as a social engineering tool is particularly pertinent, as it stands out as a unique channel for the political, moral and cultural shaping of Muslims. This study aims to outline the role of the Muftiate, its historical background and recent restructuring process. It focuses on the ideological practices and religious discourses of the Muftiate. Design/methodology/approach In Kazakhstan, as a result of reforms in the religious sphere, which were started in 2011, the scope of activity of the Spiritual Administration of Muslims of Kazakhstan (the Muftiate) has entered a new phase and become an important ideological tool within national policy. It has emerged as a civil society institution that will centralize the process of Islamization and instrumentalize the importance of Islam to create a new fantasy of unity and solidarity. Findings Thus, it discusses how Muftiate fabricates the correct forms of action and the correct form of thought. The theory of “ideological state apparatuses” (ISA) of the French philosopher Louis Althusser should be considered as a theoretical framework of this study. This approach not only gives a theoretical definition of the Muftiate but also allows us to determine its position in society and outline three different dimensions of the practice that it performs. Originality/value The study demonstrates how the Muftiate as an ISA actualizes various concepts, ideas, beliefs or images in which Muslims live their imaginary relations to the real world and transforms Muslim individuals into ideological subjects, thus enabling them to become apparently free bearers of the ideology.

An international and comparative study of perceived justice in Mexican, Puerto Rican and Spanish hospitals

2014 ◽  
Vol 8 (3) ◽  
pp. 248-264
Author(s):  
Juan C. Sosa Varela ◽  
Irma Magaña ◽  
Carmen Padin ◽  
Carmen Otero-Neira ◽  
Maria de los M. Santos Corrada ◽  
...  
Keyword(s):  
Puerto Rican ◽  
Service Providers ◽  
Three Dimensional ◽  
International Study ◽  
Three Dimensions ◽  
Service Encounters ◽  
Validity And Reliability ◽  
Content Type ◽  
Perceived Justice ◽  
Service Failures

Purpose – The purpose of this paper was to test a construct of perceived justice and its dimensions in negative service encounters across Mexican, Puerto Rican and Spanish hospitals. Also to compare similarities and differences of perceived justice in negative service encounters in these countries. Design/methodology/approach – Includes Mexicans, Puerto Ricans and Spaniards who have experienced service failures at hospital settings. A descriptive research design was followed and a self-administered questionnaire was applied to gather the data from respondents. The researchers applied convenience sampling, and a pre-screening of respondents was included to verify that respondents were appropriate to participate in the study. A total number of 937 usable questionnaires were obtained from the hospital settings. Findings – The empirical findings across three Spanish-speaking countries indicate that the construct of perceived justice in negative service encounters consists of merely 15 items, divided into three dimensions, namely, distributional, interactional and procedural. Research limitations/implications – The empirical findings provide satisfactory validity and reliability across three countries, but there are acknowledged research limitations. These offer an opportunity for further research to verify or falsify the validity, reliability and generalization of the current findings. Practical implications – Service providers may use the three-dimensional construct of perceived justice as a guide when developing, implementing and managing processes and procedures of service failures in negative service encounters. Originality/value – The current international study in Mexico, Puerto Rico and Spain complements and fortifies previous research and existing theory of perceived justice in negative service encounters, and possible actions of complaint handling as well as service recovery.

scholarly journals Towards a gender-aware understanding of innovation: a three-dimensional route

2015 ◽  
Vol 7 (1) ◽  
pp. 66-86 ◽  
Author(s):  
Johanna Nählinder ◽  
Malin Tillmar ◽  
Caroline Wigren
Keyword(s):  
Gender Bias ◽  
Three Dimensional ◽  
Three Dimensions ◽  
Innovation Studies ◽  
Content Type ◽  
Quantitative Studies ◽  
Significant Difference ◽  
Public Debates ◽  
Quantitative Analyses ◽  
Gender Neutrality

Purpose – The purpose of this study is to discuss the theory of gender bias in innovation studies, to illustrate the gender bias of innovation studies by using empirical means and to suggest what is needed to reduce such bias. Previous studies on innovation have primarily focussed on male-dominated industries. These studies have been biased and hence unable to capture the range of innovations covered by theoretical definitions. Design/methodology/approach – An innovation survey was conducted among entrepreneurs in the traditionally “female-labelled” health-care industry, avoiding the “male-labelled” concept of innovation itself in the questionnaire. The authors endeavoured to ascertain whether there is a significant difference between males and females in terms of innovativeness. Quantitative analyses were used to analyse the results and draw comparisons with an ordinary innovation survey. Findings – Using a gender-aware operationalisation of innovation, no significant difference in innovativeness was found between men and women. This suggests that more attention is needed to correct the prevailing gender bias in innovation studies. A research model is presented to further understand the gender-biased operationalisations of innovation. Each of its three dimensions has a clear impact upon perceived innovativeness: the gender-label of the sector studied, the gender-neutrality of the operationalisation used in the study and the gender of the actors involved. All dimensions should be taken into account in future innovation studies that aim for gender neutrality. Practical implications – Operationalisations for measuring innovations are usually biased. Therefore, women appear less innovative, which, in turn, leads to less visibility. Originality/value – Gender perspectives are very seldom employed in innovation studies. In quantitative studies of this sort, it is even rarer. Our empirical evidence from the quantitative study shows the urgency of the need to broaden the concept both in academic, political and public debates. This is not the least for efficiency reasons in resource allocation and public policy.

Apprenticeship bullying in the building and construction industry

2017 ◽  
Vol 59 (5) ◽  
pp. 502-515 ◽  
Author(s):  
Michaela Riggall ◽  
Jason Skues ◽  
Lisa Wise
Keyword(s):  
Construction Industry ◽  
Leadership Style ◽  
Work Performance ◽  
Structured Interview ◽  
Content Type ◽  
Individual Level ◽  
Work Related ◽  
Antecedents And Consequences ◽  
Definition Of ◽  
The Individual

Purpose The purpose of this paper is to explore the definition, prevalence, antecedents, consequences and coping behaviours associated with apprenticeship bullying in the building and construction industry. Design/methodology/approach The sample comprises 13 participants aged between 22 and 27 (M=23.8, SD=1.26) who were all men who had completed their apprenticeship within the past five years. Participants completed an individual semi-structured interview in which several themes and sub-themes were identified. Findings Four characteristics (intention to harm, imbalance in power, repeated behaviours, target interpretation) and two types (personal, work-related) were identified by participants as fundamental to the definition of apprenticeship bullying. Being the target of bullying was found to be commonplace during an apprenticeship. Several antecedents were identified at the individual level (age, personality, physical appearance, work ethic, work performance) along with factors at the organisation level (culture and leadership style) that determined whether bullying would occur. The consequences of apprenticeship bullying included poor individual (personal and work-related) and organisational outcomes. Targets of apprenticeship bullying also tended to use avoidance coping. Originality/value This study has provided clarification on the characteristics and behaviours associated with apprenticeship bullying, as well as identified the antecedents and consequences of apprenticeship bullying from the perspective of past apprentices in the building and construction industry.

Human-like communication in conversational agents: a literature review and research agenda

2020 ◽  
Vol 31 (2) ◽  
pp. 203-225 ◽  
Author(s):  
Michelle M.E. Van Pinxteren ◽  
Mark Pluymaekers ◽  
Jos G.A.M. Lemmink
Keyword(s):  
Research Agenda ◽  
Two Dimensions ◽  
Future Research ◽  
Service Encounters ◽  
Conversational Agents ◽  
Content Type ◽  
Communicative Behaviors ◽  
Positive Effects ◽  
Potential Benefits ◽  
Relational Outcomes

PurposeConversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but customers are reluctant to engage with them. A possible explanation is that conversational agents do not make optimal use of communicative behaviors that enhance relational outcomes. The purpose of this paper is to identify which human-like communicative behaviors used by conversational agents have positive effects on relational outcomes and which additional behaviors could be investigated in future research.Design/methodology/approachThis paper presents a systematic review of 61 articles that investigated the effects of communicative behaviors used by conversational agents on relational outcomes. A taxonomy is created of all behaviors investigated in these studies, and a research agenda is constructed on the basis of an analysis of their effects and a comparison with the literature on human-to-human service encounters.FindingsThe communicative behaviors can be classified along two dimensions: modality (verbal, nonverbal, appearance) and footing (similarity, responsiveness). Regarding the research agenda, it is noteworthy that some categories of behaviors show mixed results and some behaviors that are effective in human-to-human interactions have not yet been investigated in conversational agents.Practical implicationsBy identifying potentially effective communicative behaviors in conversational agents, this study assists managers in optimizing encounters between conversational agents and customers.Originality/valueThis is the first study that develops a taxonomy of communicative behaviors in conversational agents and uses it to identify avenues for future research.

The influence of organizational learning on performance and innovation: a literature review

2020 ◽  
Vol 32 (3) ◽  
pp. 229-242
Author(s):  
Jahnavi Patky
Keyword(s):  
Organizational Learning ◽  
Literature Review ◽  
Conceptual Analysis ◽  
Multiple Perspectives ◽  
Content Type ◽  
Exploitative Learning ◽  
Antecedents And Consequences ◽  
And Performance ◽  
Definition Of ◽  
Comprehensive Framework

Purpose The study addresses four vital issues in the area of organizational learning (OL) literature. The purpose of this study is to elucidate the following: definition of OL, accepted dimensions of OL, antecedents and consequences of OL and the link between OL and performance and innovation. Design/methodology/approach The study presents a systematic literature review and concept analysis of OL, along with a focused discussion on the association of OL with performance and innovation. Findings After articulating multiple perspectives, OL can be defined as the process by which organizational knowledge base and insights are developed via associations between past actions, the effect of those and future operations. OL has two widely acknowledged dimensions, namely, exploratory learning and exploitative learning. Moreover, the study presented a conceptual analysis of OL along with a comprehensive framework for precursors and outcomes of OL. Originality/value This study probes the issues and the pattern in the literature of OL domain. The presented conceptual analysis gives direction to the future endeavours of researchers in the field of OL.

The antecedents and consequences of humour for service

2016 ◽  
Vol 26 (2) ◽  
pp. 137-162 ◽  
Author(s):  
Christine Mathies ◽  
Tung Moi Chiew ◽  
Michael Kleinaltenkamp
Keyword(s):  
Well Being ◽  
Emotional Reactions ◽  
Service Encounters ◽  
Content Type ◽  
Service Employees ◽  
Emotional Challenges ◽  
Emotional Labour ◽  
Antecedents And Consequences ◽  
Frontline Service Employees ◽  
The Impact

Purpose – While researchers in other disciplines seek to determine the impact that humour has in personal interactions, studies of humour in service delivery are lacking. The purpose of this paper is to examine whether it is beneficial to deliberately use humour in service encounters. Design/methodology/approach – This paper provides a comprehensive review of humour research in multiple disciplines to assess the applicability of their key findings to the service domain. By establishing the antecedents, types, and consequences of humour, the authors build a framework and propositions to help service researchers uncover the potential of injecting humour into service interactions. Findings – The authors find that using humour in service encounters is an ingenious affiliative behaviour which strengthens rapport between service employees and their customers. Humour also permits frontline service employees to better cope with the emotional challenges of their work, thus promising to reduce emotional labour and increase well-being. The effectiveness of service recovery efforts may also grow if employees use humour successfully to soften unpleasant emotional reactions and accept responsibility. Originality/value – The authors explore cross-disciplinary humour research to apply the findings to the use of humour in service encounters. The authors also attempt to identify situations in which humour usage is most promising or beneficial, as well as its main beneficiaries.

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