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Article
Publication date: 1 December 1999

John R. Darling and Christine E. Fogliasso

Business today is increasingly being impacted by international considerations. This international impact is felt in areas such as locating the various sources of raw materials…

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Abstract

Business today is increasingly being impacted by international considerations. This international impact is felt in areas such as locating the various sources of raw materials, coordinating production schedules with plants around the globe, selecting marketing strategies to be employed in various cultures, determining which financial decisions need to be made in a world market, and also how to best utilize a workforce rich in diversity of talents, backgrounds, and communication styles. This paper addresses the last of these considerations: namely, how to effectively manage a diverse workforce. In particular, this work is directed toward helping managers to deal with conflict in the workplace, and to effectively manage that conflict across cultural boundaries. A case situation involving a multinational bank with a diverse workforce is presented. The nature of conflict is discussed, and contributors to conflict explored. A variety of conflict management techniques is reviewed and discussed. Finally, a proposed nine‐step model for managing conflict is presented. The proposed model is then applied to the case situation to illustrate its practical applicability to business today.

Details

European Business Review, vol. 99 no. 6
Type: Research Article
ISSN: 0955-534X

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Article
Publication date: 1 October 2006

Kenneth E. Clow, Karen E. James, Kristine E. Kranenburg and Christine T. Berry

The purpose of this paper is to investigate the relationship of the visual element in a print advertisement to service quality expectations and to the source credibility score…

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Abstract

Purpose

The purpose of this paper is to investigate the relationship of the visual element in a print advertisement to service quality expectations and to the source credibility score when a model or spokesperson is used in a service ad.

Design/methodology/approach

Data were collected from 230 college students at three different Midwestern universities using an experimental design. Three different ads were designed promoting a fictitious brand of automobile insurance, Top Tier. While the copy remained the same, the visual was changed to reflect three different types of visual strategies.

Findings

The results of the study indicate that both source credibility and service quality evaluations have a definite impact on attitude towards the ad and purchase intentions of a service and the type of visual element used is important in the ad evaluation process.

Research limitations/implications

Future research needs to examine the relationship between source credibility and attitude towards the ad to determine which is the antecedent. Because of the student sample, use of only one creative message strategy, and one service industry, future research needs to replicate this study for additional creative message strategies and other service industries.

Practical implications

The findings of this research are important for creatives in designing service ads. If a model or spokesperson is used in the print ad, then source credibility is an important factor. Further, it is important to embed service quality cues in the ad to increase viewers' expectations of the service, thus enhancing purchase intentions.

Originality/value

This paper provides valuable information to creatives and researchers in the role of the visual element in evaluation of service quality expectations and source credibility. The paper provides an initial foundation for future research and future exploration.

Details

Journal of Services Marketing, vol. 20 no. 6
Type: Research Article
ISSN: 0887-6045

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