bluuebunny/crossref_metadata_2025_split huggingface dataset:
Handling customer complaints effectively
Authors: Gruber Thorsten , Szmigin Isabelle , Voss Roediger 
Published: November 2009

PurposeThis paper seeks to explore the nature of complaint satisfaction with particular emphasis on the qualities and behaviours that male and female customers value during personal complaint‐handling service encounters.Design/methodology/approachA semi‐standardized qualitative technique called laddering was used to reveal the cognitive structures of complaining female and male customers. In total, 40 laddering interviews with 21 female and 19 male respondents with complaining experience were conducted.FindingsThe research indicates that being taken seriously in the complaint encounter together with the employee's competence, friendliness and active listening skills are particularly important for both male and female complainants. Females were more able than male respondents to develop strong associations on the highest level of abstraction and linked desired employee behaviors with several values. Female customers tended to be more emotionally involved than male customers as they wanted employees to apologize for the problem and sometimes needed time to calm down and relax. By contrast, male complainants were mainly interested in a quick complaint solution.Research limitations/implicationsOwing to the exploratory nature of the study in general and the scope and size of its sample in particular, the findings are tentative in nature. As the study involved students from one university, the results cannot be generalized beyond this group, even though in this case the student sample is likely to represent the general buying public.Practical implicationsIf companies know what female and male customers expect, contact employees may be trained to adapt their behaviour to their customers' underlying expectations, which should have a positive impact on customer satisfaction. For this purpose, the paper offers several suggestions to managers to improve active complaint management.Originality/valueThe findings enrich the existing limited stock of knowledge on complaint management by developing a deeper understanding of the attributes that complaining male and female customers expect from customer contact employees, as well as the underlying logic for these expectations.
Improvisation in service recovery
Authors: Pina e Cunha Miguel , Rego Arménio , Kamoche Ken 
Published: November 2009

PurposeThe purpose of this paper is to discuss the role of improvisation in service recovery.Design/methodology/approachThe paper is a conceptual discussion that considers the relevance of improvisation in service recovery. It contributes to the clarification of the possible role of improvisation in the transformation of service failures into positive moments of truth.FindingsThe paper argues that improvisation may be viewed as a relevant, albeit largely ignored, topic in service recovery, and recommends that its role should be the object of theoretical and empirical research.Practical implicationsManagers may consider the possibility of creating conditions for competent improvisation to occur, such as training in improvisational skills and the creation of organizational contexts that facilitate the convergence of planning and execution in order to better deal with the characteristics of the situation.Originality/valueThe study addresses the under‐researched role of improvisation in the process of service recovery.
Is C‐OAR‐SE best for internet retailing service quality?
Authors: Francis Julie E. 
Published: November 2009

PurposeThis paper aims to respond to claims by Collier and Bienstock and Rossiter that reflective measurement is wrong for internet retailing service quality (IRSQ). The research empirically assesses Rossiter's proposal that the C‐OAR‐SE procedure for index development will generate a more valid way to measure IRSQ than is otherwise available.Design/methodology/approachC‐OAR‐SE is used to develop a formative IRSQ index. The index is administered to internet shoppers in an online survey. The index is compared with an existing IRSQ scale in terms of content, parsimony, measurement scores and criterion validity.FindingsThe scale and index display parity in content, parsimony and measurement scores, while the scale shows higher criterion validity. The results contradict Rossiter's claims and foster doubt regarding the usefulness of C‐OAR‐SE's formative measurement procedures.Research limitations/implicationsIRSQ can be conceptualised as reflective or formative, but C‐OAR‐SE does not necessarily generate a better way to measure the construct. Furthermore, implementing C‐OAR‐SE unearths problems with the procedure.Practical implicationsMultiple variations of IRSQ exist, as well as multiple views on how to measure the variations and differing degrees to which the variations are actually measured. Crucially, the situation is not as bleak as Collier and Bienstock or Rossiter suggest: the literature does offer sound, valid IRSQ measurement scales.Originality/valueThe paper resolves unwarranted criticisms of IRSQ scales, highlights the limitations with some scales, offers the first complete example of using C‐OAR‐SE to develop a new index and lends applied support to theoretical criticisms of C‐OAR‐SE.
Atmospheric experiences that emotionally touch customers
Authors: Slåtten Terje , Mehmetoglu Mehmet , Svensson Göran , Sværi Sander 
Published: November 2009

PurposeThis study aims to focus on what types of atmospheric experiences emotionally touch visitors at a winter park. The objective is to describe and explain the relationship between: three atmospheric constructs (ambience, interaction, and design); the construct of joy; and the construct of customer loyalty.Design/methodology/approachThe research data are based on a study of customers visiting a Norwegian winter park, in which 162 visitors participated in the survey. Confirmatory factor analysis and structural equation modeling were used to test the measurements and structural properties between atmospheric experiences, joy, and loyalty to winter parks.FindingsThe findings reveal that two out of the three constructs of atmospheric experiences are linked to customers' feelings of joy, namely, design and interaction. The atmospheric construct of design had the strongest impact on customers' emotions. Furthermore, the study finds that customers' feelings of joy are highly related to the construct of customer loyalty.Research limitations/implicationsThe study limits its focus to one type of hedonic service, namely customers visiting a winter park. Although the results from the study offer implications for other winter parks, there is a need for further research in other hedonic services to verify their validity, reliability, and generality.Practical implicationsThe study emphasizes how important it is that managers of hedonic services consider the significance of the atmospheric construct of design in such a way that it contributes positively to customers' experiences of the service setting. In particular, managers should focus on design in relation to customers' experiences in order to evoke feelings of joy.Originality/valueThe study establishes the need to manage customers' atmospheric experiences in winter parks. It also links atmospheric constructs to customers' emotions.
What can you learn in three minutes?
Authors: Ruth Brown Natalie 
Published: November 2009

PurposeThe purpose of this paper is to critically examine an assessment task, undertaken by pre‐service science teachers, that integrates the use of technology (in this case digital video‐recorders and video‐editing software) whilst scaffolding skill development. The embedding of technology into the assessment task is purposeful, aiming to address a recognised need for teachers to gain the necessary pedagogical knowledge, technical competence and, importantly, confidence to implement productive technology‐based tasks in their classrooms.Design/methodology/approachA Wisdom of Practice Scholarship approach has been adopted to critically analyse an aspect of teaching and learning in which the author has been engaged. The evaluation draws on student reflections of the task and student evaluations from two successive cohorts. These data have been analysed against the learning outcomes of the unit, broader principles of assessment design and the extent to which modelling a technology‐based task was seen by the students to be transferable to their own practice.FindingsDevelopment of technological skills emerged as the most frequently mentioned personal learning by the participating students. Others were the development of collaborative skills, communication skills, literacy, critical literacy and science content. Importantly, students believed that what was learned through the assessment project would be applicable to their future work as teachers.Originality/valueThis approach to assessment, providing an opportunity for students to develop and demonstrate generic and subject‐specific learning outcomes in an engaging way as well as gaining experience with appropriate technologies, would be applicable beyond the narrow scope of the study.
Improving self‐ and peer assessment processes with technology
Authors: Willey Keith , Gardner Anne 
Published: November 2009

PurposeAs a way of focusing curriculum development and learning outcomes universities have introduced graduate attributes, which their students should develop during their degree course. Some of these attributes are discipline‐specific, others are generic to all professions. The development of these attributes can be promoted by the careful use of self‐ and peer assessment. The authors have previously reported using the self‐ and peer assessment software tool SPARK in various contexts to facilitate opportunities to practise, develop, assess and provide feedback on these attributes. This research and that of the other developers identified the need to extend the features of SPARK, to increase its flexibility and capacity to provide feedback. This paper seeks to report the results of the initial trials to investigate the potential of these new features to improve learning outcomes.Design/methodology/approachThe paper reviews some of the key literature with regard to self‐ and peer assessment, discusses the main aspects of the original online self‐ and peer assessment tool SPARK and the new version SPARKPLUS, reports and analyses the results of a series of student surveys to investigate whether the new features and applications of the tool have improved the learning outcomes in a large multi‐disciplinary Engineering Design subject.FindingsIt was found that using self‐ and peer assessment in conjunction with collaborative peer learning activities increased the benefits to students and improved engagement. Furthermore it was found that the new features available in SPARKPLUS facilitated efficient implementation of additional self‐ and peer assessment processes (assessment of individual work and benchmarking exercises) and improved learning outcomes. The trials demonstrated that the tool assisted in improving students' engagement with and learning from peer learning exercises, the collection and distribution of feedback and helping them to identify their individual strengths and weaknesses.Practical implicationsSPARKPLUS facilitates the efficient management of self‐ and peer assessment processes even in large classes, allowing assessments to be run multiple times a semester without an excessive burden for the coordinating academic. While SPARKPLUS has enormous potential to provide significant benefits to both students and academics, it is necessary to caution that, although a powerful tool, its successful use requires thoughtful and reflective application combined with good assessment design.Originality/valueIt was found that the new features available in SPARKPLUS efficiently facilitated the development of new self‐ and peer assessment processes (assessment of individual work and benchmarking exercises) and improved learning outcomes.
Successful engagement in graduate attribute assessment using software
Authors: Thompson Darrall 
Published: November 2009

PurposeThe benefits of an educational shift to graduate attribute development have been foregrounded in the educational literature since the early 1990s. Attribute mapping in documentation with no change to assessment constitutes a surface approach. This paper aims to use as an example a deep approach that uses software to facilitate staff and student engagement.Design/methodology/approachIn 2002 the author developed online criteria‐based assessment software ReView, together with a process involving the constructive alignment of assessment tasks. This was used in an academic development context to assist staff to integrate graduate attribute development through the assessment of student work. The time‐saving features of the online software, colour‐coded feedback about attribute development and its facilitation of students' self‐assessment were significantly successful parts of this approach.FindingsA time‐saving strategy using software as a facilitator can encourage change to assessment practices. The inclusion of discipline content as part of attribute‐related assessment criteria assisted staff engagement with a developmental approach to attributes. Top‐down directives need bottom‐up processes and both are assisted by factors such as external accreditation and course reviews.Originality/valueThe paper clarifies graduate attribute terminology issues and identifies problems with “top‐down directives”. It describes innovative online criteria‐based assessment software used to facilitate graduate attribute integration and student self‐assessment. Assessment processes that give students a progressive portrait of their attribute development are few and far between. This paper offers data about one successful approach to this issue.
Using wikis and blogs for assessment in first‐year engineering
Authors: Joy Smith Elizabeth , Evelyn Mills Julie , Myers Baden 
Published: November 2009

PurposeThis paper aims to examine some of the strengths and weaknesses of the use of online tools such as wikis and blogs for assessment purposes, with the aim of proposing future developments and improvements.Design/methodology/approachThe paper utilises a case study approach by examining the outcomes of a new first‐year course for all engineering students at the Institution Name that was introduced in 2008. The course, Sustainable Engineering Practice (SEP), gives students an insight into the disciplines of engineering and emphasises the skills required for working in multi‐disciplinary teams. It introduces students to the profession of engineering and how it is practised within a sustainable context.FindingsThe major assessment task for the course is the Engineers Without Borders (EWB) challenge and, for the first time in the engineering program at the university, wikis and blogs were used as assessment tools to evaluate student progress in meeting the course objectives.Originality/valueThe evidence of student reflections in their course blogs, and the discussions of the staff teaching team in course meetings, have been utilised to consider the strengths and weaknesses of the pedagogy adopted. These sources indicated that the use of these tools for assessment was effective, but that some modifications were required to improve outcomes for both staff and students.
Personal relationship strategies and outcomes in a membership organization
Authors: Derville Gallicano Tiffany 
Published: November 2009

PurposeThis study seeks to investigate strategies for building personal relationships with an organization's members, and to examine the outcomes of personal relationships in an advocacy organization.Design/methodology/approachThe case study includes interviews with 39 staff people at national, state, and affiliate levels of the organization; 58 members; and five former members, for a total of 102 participants. Document analysis and participant observation were supplemental methods.FindingsThe following strategies for cultivating personal relationships were identified: direct engagement, task sharing, constitutive rhetoric, peer linking, hat‐in‐your‐hand, investment in local relationships, and targeting of aware affiliates for diversity efforts. To contribute to the discussion about the value of personal relationships in organizations, the study also investigated the outcomes of personal relationships. The outcomes found in the study include affective commitment, political leverage, social capital, member recruitment, and member retention.Research limitations/implicationsAlthough many of the cultivation strategies and outcomes are likely to apply to various contexts, some of them may be specific to the context of an advocacy organization that has a grass‐roots culture and layers of leadership, such as local, state, and national offices.Practical implicationsOrganizations can read the study to identify potential strategies they can use to cultivate strong personal relationships with their stakeholders.Originality/valueThe study produces new cultivation strategies and outcomes for personal relationships and engages in a critical discussion of the existing literature.
Integrating emotion with identity in European Union strategy
Authors: Moore Simon 
Published: November 2009

PurposeThe purpose of this paper is to propose a more extensive and overt use of emotion in building popular support for the EU.Design/methodology/approachThe approach takes the form of identifying and analyzing historical and modern evidence for the uses of emotion by organizations and states attempting to build or protect their identities, and proposing a new EU communication strategy that builds on existing and previous experience.FindingsEmotion was extensively used by early states; its value is being relearned by corporations and national governments. However, the EU has not been making effective use of emotion.Practical implicationsThe EU must manage its communication needs in a new way.Originality/valueThe EU has neglected a critical area of communication effectiveness, and should address this problem by applying historical precedent to the activities of modern non‐government organizations.
Living the sweet (d)Life: public relations, IMC, and diabetes
Authors: Quesinberry Stokes Ashli 
Published: November 2009

PurposeThis paper aims to analyze dLife, an integrated media network dedicated to empowering Americans living with diabetes. It shows how dLife's use of integrated marketing communications (IMC), particularly the public relations component, represents an emerging direction in health product and services marketing. Although some have been skeptical about IMC and specifically the public relations role within it, the paper aims to argue that public relations, through sponsorships, helps organizations interested in IMC to create new types of relationships with marketers and patients.Design/methodology/approachTo demonstrate public relations' importance in IMC, dLife's relationship with the changing health marketing landscape is contextualized. Constitutive and empowerment theory is employed to frame a rhetorical analysis of dLife's efforts to target marketers and patients. The rhetorical analysis demonstrates how dLife's rhetorical choices help to shape marketer strategy, patient identity and discursive behavior.FindingsThe paper finds that dLife's use of public relations as part of its IMC approach helps to create more engaging disease education yet increases commercial content in patients' lives. It further theorizes the role of public relations within the IMC framework, an area that has been neglected in scholarship.Research limitations/implicationsThis is a rhetorical study that should be complemented by empirical methods in order to comprehensively explore the IMC/health information issue.Practical implicationsThe paper demonstrates to practitioners how public relations sponsorships used in IMC build trust and boost education and awareness among target audiences. The paper also cautions that public relations practitioners' use of IMC may privilege corporate interests over patient concerns.Originality/valueThis is the first research study of a corporation's use of public relations sponsorships as part of an overall IMC strategy.
Communication quality and added value: a measurement instrument for municipalities
Authors: Vos Marita 
Published: November 2009

PurposeThis study aims to achieve a better understanding of communication quality and how it can be measured in the municipal context. A previously developed instrument for measuring communication in municipalities is tested and evaluated.Design/methodology/approachThe instrument draws on the balanced scorecard of Kaplan and Norton and quality control procedures as utilised by the European Foundation of Quality Measurement (EFQM). For municipalities, communication quality can be defined as the degree to which communication contributes towards the effectiveness of municipal policy and how it strengthens the relationship between citizens and municipal organisations. Three communication functions are given, and for each function seven quality criteria, for example responsiveness, are defined. The latter serve as an umbrella for several indicators that are assessed on a Likert scale. The results for four municipalities in The Netherlands are presented and compared, and the instrument is evaluated.FindingsThe corporate communication scores were relatively high, while the policy communication scores were low. Of the quality criteria, accessibility and publicity scored high and responsiveness low. The instrument has mainly been developed on the basis of auditor and self‐assessment, as municipalities have, as yet, few facts and figures with which to support the assessment. The measurement instrument needs to be integrated in the organisation's planning cycle, as reflection on the results can help in implementing improvements in quality. The measurement process stimulates dialogue on communication quality and the priorities to be set for communication policy.Research limitations/implicationsThe study is based on four cases. The instrument needs to be tested across a range of governmental‐level organisations.Practical implicationsMunicipalities can use this instrument to improve the added value of communication.Originality/valueA detailed description of the results of applying an instrument, such as this, developed for assessing communication quality, has not until now been published.