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Article
Publication date: 1 March 2006

Karina Fisk

346

Abstract

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Library Management, vol. 27 no. 3
Type: Research Article
ISSN: 0143-5124

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Available. Content available
Article
Publication date: 12 August 2014

Professor Bo Edvardsson and Professor Anders Gustafsson

305

Abstract

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Journal of Service Management, vol. 25 no. 4
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 5 February 2018

Karina Goransson and Anna-Sara Fagerholm

The purpose of this paper is to explore how a visual perspective can be applied to strategic communication research. First, the term visual communication will be examined from…

3367

Abstract

Purpose

The purpose of this paper is to explore how a visual perspective can be applied to strategic communication research. First, the term visual communication will be examined from various perspectives with an attempt to develop a foundation for this new academic territory. Second, this study summarises how visual approaches are applied in strategic communication research during 2005-2015, this is done by a literature review including an overall content analysis.

Design/methodology/approach

In order to explore how visual approaches can be applied to strategic communication research, the study started with a literature review by examining the term visual communication from various perspectives. The second step was to do a brief content analysis in order to provide a detailed pattern of theoretical visual approaches in strategic communication research published in scientific journals in the field of strategic communication 2005-2015. A qualitative coding scheme was developed based on the classification of visual approaches in communication research by Barnhurst et al. (2004) and Martin (2011).

Findings

The findings of this study not only support previous research indicating that visual approaches in communication research are increasing; the study also points in the direction of that visual approaches in the research field of strategic communication has slightly emerged during 2005-2015.

Research limitations/implications

This study summarises how visual approaches are applied in strategic communication research during 2005-2015.

Originality/value

This study can provide important knowledge about an innovative visual perspective in strategic communication research.

Details

Journal of Communication Management, vol. 22 no. 1
Type: Research Article
ISSN: 1363-254X

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Article
Publication date: 17 October 2016

Carmen-Maria Albrecht, Stefan Hattula, Torsten Bornemann and Wayne D. Hoyer

The purpose of this paper is to examine causal attribution in interactional service experiences. The paper investigates how triggers in the environment of a customer-employee…

3317

Abstract

Purpose

The purpose of this paper is to examine causal attribution in interactional service experiences. The paper investigates how triggers in the environment of a customer-employee interaction influence customer behavioral response to employees’ negative and positive affect. Additionally, it studies the role of sympathy and authenticity as underlying mechanisms of this relationship.

Design/methodology/approach

Two scenario-based experimental designs (N1=162; N2=138) were used. Videotaped scenarios served as stimulus material for the manipulation of two focal variables: the employee’s emotional display as either negative or positive and the availability of an emotion trigger in the interaction environment to convey the attribution dimension of cause uncontrollability. The emotion trigger’s visibility was varied in the two studies. Customer response was captured by buying intentions.

Findings

Customer responses are more favorable for both positive and negative interactional experiences when customers have access to information on cause uncontrollability (i.e. notice triggers in the interaction environment). Analyses reveal that these effects stem from feelings of sympathy for negative experiences and authenticity for positive experiences.

Originality/value

This research supports the relevance of causal attribution research on interactional service experiences, which have high-profit impact. Moreover, the findings underline the importance of the experience of fact in service interactions and thereby provide a more nuanced view on the discussion of whether service providers should use impression management strategies to engender customer satisfaction even when this behavior is “faked.”

Details

Journal of Service Management, vol. 27 no. 5
Type: Research Article
ISSN: 1757-5818

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