title: Disrespect in Consumer Markets: An analysis of causes and effects using the Critical Incident Technique

authors: Kumar, Nidhie

subjects: disrespect

abstract: As consumer reportings of disrespect become more frequent, it is important to gain an in-depth understanding of potential causes and consequences of disrespectful behaviour. Both qualitative and quantitative methods were used to examine behaviours that define disrespect in the marketplace, the effects on customers and implications on organisations. The findings revealed six main themes representing causes or influencers of disrespect. These are rude responses, perceptions of discrimination, the presence of an audience, a sale-focussed atmosphere, personal conversations and process-related problems.
Two important concepts emerged through analysis of behaviours that cause disrespect. The first considers that disrespectful behaviour can be categorised as being either person-related or process-related. An important finding was that switching behaviour dominantly resulted from process-related disrespect. The second emergent concept was based on the idea that some causes of disrespect may be specific to market environments. In such cases, perceptions of disrespect were influenced by the high standards of service that customers expect in the marketplace.
Analysing the effects of disrespect on customers also revealed new findings. It was interesting to find that victims considered the offender‟s perspective following a disrespectful encounter. Evidence of this transpired through empathy towards the disrespectful party and concern for the organisation. Two distinct coping mechanisms used by victims were also uncovered. These were decisions to change future behaviour and mutual disrespect.
In regards to implications of disrespect on organisations, many disrespected customers continued patronising organisations responsible; however, this was accompanied by a decrease in relationship strength.

text: Disrespect in Consumer Markets: An analysis of causes and effects using the Critical Incident Technique As consumer reportings of disrespect become more frequent, it is important to gain an in-depth understanding of potential causes and consequences of disrespectful behaviour. Both qualitative and quantitative methods were used to examine behaviours that define disrespect in the marketplace, the effects on customers and implications on organisations. The findings revealed six main themes representing causes or influencers of disrespect. These are rude responses, perceptions of discrimination, the presence of an audience, a sale-focussed atmosphere, personal conversations and process-related problems.
Two important concepts emerged through analysis of behaviours that cause disrespect. The first considers that disrespectful behaviour can be categorised as being either person-related or process-related. An important finding was that switching behaviour dominantly resulted from process-related disrespect. The second emergent concept was based on the idea that some causes of disrespect may be specific to market environments. In such cases, perceptions of disrespect were influenced by the high standards of service that customers expect in the marketplace.
Analysing the effects of disrespect on customers also revealed new findings. It was interesting to find that victims considered the offender‟s perspective following a disrespectful encounter. Evidence of this transpired through empathy towards the disrespectful party and concern for the organisation. Two distinct coping mechanisms used by victims were also uncovered. These were decisions to change future behaviour and mutual disrespect.
In regards to implications of disrespect on organisations, many disrespected customers continued patronising organisations responsible; however, this was accompanied by a decrease in relationship strength.

year: 2009

title: A Method for Reconciling Subjectivist and Objectivist Assumptions in Management Research

authors: Böhme, Tillmann

subjects: qualitative research

abstract: Application of objectivist methodological assumptions and overreliance on mathematical analysis can cause researchers to oversimplify reality and thereby generate rigorously derived theories and recommendations that lack practitioner relevance. Although mixed-methods approaches to management research have long been heralded, the details remain sparse about how to reconcile apparently disparate approaches. By reflecting on lessons learned over some 15 years of practical experience with a robust mixed-methods approach specifically designed to bridge the academia–practitioner gap, this article demonstrates how inclusion of an interpretive field perspective yields a much more comprehensive picture of the relationship between the organization and its contextual environment. Thus, a key purpose of this article is to stimulate researchers into adopting a more balanced portfolio of research methods that will simultaneously achieve research rigor and generate insightful practitioner-relevant theory.

text: A Method for Reconciling Subjectivist and Objectivist Assumptions in Management Research Application of objectivist methodological assumptions and overreliance on mathematical analysis can cause researchers to oversimplify reality and thereby generate rigorously derived theories and recommendations that lack practitioner relevance. Although mixed-methods approaches to management research have long been heralded, the details remain sparse about how to reconcile apparently disparate approaches. By reflecting on lessons learned over some 15 years of practical experience with a robust mixed-methods approach specifically designed to bridge the academia–practitioner gap, this article demonstrates how inclusion of an interpretive field perspective yields a much more comprehensive picture of the relationship between the organization and its contextual environment. Thus, a key purpose of this article is to stimulate researchers into adopting a more balanced portfolio of research methods that will simultaneously achieve research rigor and generate insightful practitioner-relevant theory.

year: 2012

title: Waitangi Soda Springs alum dosing – Bioavailability of aluminium 2011-2020

authors: Ling, Nicholas

abstract: Continuous alum dosing of the Waitangi Soda Springs at Lake Rotoehu commenced in 2011 to reduce inflows of dissolved reactive phosphorus to Lake Rotoehu. Analyses of bioaccumulation in the tissues of kōura and goldfish from Lake Rotoehu were undertaken on animals collected annually since 2013 to determine the bioavailability and bioaccumulation of aluminium. Lake Rotoehu kōura and goldfish collected in 2013 showed slightly elevated aluminium concentrations in the gills indicating enhanced exposure to aluminium but little evidence for significant bioaccumulation in tissues. Concentrations in goldfish liver and gills were highest in 2016, but not significantly different to goldfish collected from Lake Rotorua in 2013 and flesh concentrations were low. Analyses of animals collected in 2020 confirm these earlier findings with no evidence of enhanced bioaccumulation of aluminium in Lake Rotoehu biota.

text: Waitangi Soda Springs alum dosing – Bioavailability of aluminium 2011-2020 Continuous alum dosing of the Waitangi Soda Springs at Lake Rotoehu commenced in 2011 to reduce inflows of dissolved reactive phosphorus to Lake Rotoehu. Analyses of bioaccumulation in the tissues of kōura and goldfish from Lake Rotoehu were undertaken on animals collected annually since 2013 to determine the bioavailability and bioaccumulation of aluminium. Lake Rotoehu kōura and goldfish collected in 2013 showed slightly elevated aluminium concentrations in the gills indicating enhanced exposure to aluminium but little evidence for significant bioaccumulation in tissues. Concentrations in goldfish liver and gills were highest in 2016, but not significantly different to goldfish collected from Lake Rotorua in 2013 and flesh concentrations were low. Analyses of animals collected in 2020 confirm these earlier findings with no evidence of enhanced bioaccumulation of aluminium in Lake Rotoehu biota.

year: 2021