Laurence Ashworth and Maureen A. Bourassa
This paper aims to address the following question: Do consumer inferences of respect (disrespect) contribute to satisfaction (dissatisfaction)? The research question is explored…
Abstract
Purpose
This paper aims to address the following question: Do consumer inferences of respect (disrespect) contribute to satisfaction (dissatisfaction)? The research question is explored over two studies. The first aimed to test whether respect spontaneously emerged as an important component of consumer satisfaction. The second aimed to examine whether perceptions of respect could explain consumers’ satisfaction response beyond traditional antecedents of satisfaction (i.e. product and service factors, expectations).
Design/methodology/approach
The first (pilot) study examined whether respect/disrespect spontaneously emerged in written descriptions of highly satisfactory/dissatisfactory experiences (n = 356). The second (main) study used a survey methodology to test whether perceptions of respect could explain customer satisfaction beyond traditional antecedents (n = 2,641 plus n = 398).
Findings
Drawing on theories from social psychology and organizational justice, the current study argues that perceived respect, as inferred by customers from elements of their interactions with organizations, may also be critically involved in the satisfaction response.
Research limitations/implications
Conceptually, the findings place respect as a central antecedent among satisfaction determinants.
Practical implications
Practically, this research underscores the importance of enacting respect and avoiding actions that communicate disrespect because of their effect on satisfaction.
Originality/value
Customer satisfaction is critically important to organizations and so a great deal of research or work has sought to understand its causes – traditionally product performance, service quality and expectations. This current work, or This current research argues that inferred respect, as an indicator of the extent to which people perceive they are valued, should have an important, and general, influence on satisfaction that goes beyond what traditional determinants of satisfaction can explain.
Details
Keywords
Jennifer L. Robertson and Julian Barling
The purpose of this paper is to report findings from two studies that compare the nature (construct validity) and relative effects (incremental predictive validity) of…
Abstract
Purpose
The purpose of this paper is to report findings from two studies that compare the nature (construct validity) and relative effects (incremental predictive validity) of environmentally specific transformational leadership (ETFL) to general transformational leadership.
Design/methodology/approach
The nature of ETFL was investigated in an empirical study based on a sample of 185 employees. The relative effects of ETFL were examined in an experimental study based on a sample of 155 university students.
Findings
A confirmatory factor analysis showed that environmentally specific and general transformational leadership are empirically distinct but related. Findings from the experimental study revealed that compared to general transformational leadership and a control condition, participants exposed to ETFL he confederate leader’s environmental values and priorities more highly and engaged in higher levels of pro-environmental behaviors.
Research limitations/implications
Questions concerning ecological and external validity arise out of the experimental study. Future research should contrast the relative effects of environmentally specific and general transformational leadership across various organizational and cultural conditions. Limitations associated with demand characteristics are also of concern in the experimental study. Future research should include an environmental focus in the control condition to exclude any possible threats related to demand characteristics.
Practical implications
Results from these two studies provide useful information regarding within-organization environmental leadership training by suggesting that maximal individual and organizational environmental change may best be achieved by training leaders to be as specific as possible regarding their values, priorities and goals.
Social implications
This research suggests that leaders should engage in ETFL behaviors to have the greatest positive impact on corporate environmental sustainability, and by extension, climate change.
Originality/value
In two separate studies, the construct and incremental predictive validity of ETFL were assessed.
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Walter C Borman, Jerry W Hedge, Kerri L Ferstl, Jennifer D Kaufman, William L Farmer and Ronald M Bearden
This chapter provides a contemporary view of state-of-the science research and thinking done in the areas of selection and classification. It takes as a starting point the…
Abstract
This chapter provides a contemporary view of state-of-the science research and thinking done in the areas of selection and classification. It takes as a starting point the observation that the world of work is undergoing important changes that are likely to result in different occupational and organizational structures. In this context, we review recent research on criteria, especially models of job performance, followed by sections on predictors, including ability, personality, vocational interests, biodata, and situational judgment tests. The paper also discusses person-organization fit models, as alternatives or complements to the traditional person-job fit paradigm.
Government and IT ‐ In spite of all the lip service paid by Government to making a business of information and encouraging increases in the amount of information available online…
Abstract
Government and IT ‐ In spite of all the lip service paid by Government to making a business of information and encouraging increases in the amount of information available online, the Department of Trade is still indulging in foot dragging about online access to tradenames. Since 1979, tradenames have been held on computer and I was told in that year (NLW, November 1979) by the Department of Trade that an index to tradenames would be produced shortly and sold to libraries and others on COM‐fiche. Now two computer indexes are poised for the public market, but it seems the Department of Trade is once again playing a will we? won't we? game, because if the Department went online, the others might not bother. The first independent computer data base is with Datema Limited who have carried out very successful field trials with Laurence Tagg in Newcastle‐upon‐Tyne Business Library, as well as at Sheffield and the Science Reference Library; the second data base is with Compu‐Mark (UK) Limited in London.
In order to succeed in an action under the Equal Pay Act 1970, should the woman and the man be employed by the same employer on like work at the same time or would the woman still…
Abstract
In order to succeed in an action under the Equal Pay Act 1970, should the woman and the man be employed by the same employer on like work at the same time or would the woman still be covered by the Act if she were employed on like work in succession to the man? This is the question which had to be solved in Macarthys Ltd v. Smith. Unfortunately it was not. Their Lordships interpreted the relevant section in different ways and since Article 119 of the Treaty of Rome was also subject to different interpretations, the case has been referred to the European Court of Justice.
Although it was ordained in the Beginning, we are told, that mankind should have dominion over the fish of the sea, it is only within comparatively recent times that the ocean has…
Abstract
Although it was ordained in the Beginning, we are told, that mankind should have dominion over the fish of the sea, it is only within comparatively recent times that the ocean has provided man with that very substantial proportion of his food supply now deriving from this source. More and still greater weights of fish are taken from the sea each year, but the food requirements of a hungry world are increasing too, at a rate that is a persistent source of alarm to many, so that any design or device that may decrease wastage and thus expand the quantities of food available, must be given careful thought and consideration. The case for utilising aureomycin or some other antibiotic to reduce fish spoilage has a not unreasonable aspect, but at this year's conference of the Public Health Inspectors' Association, Mr. John D. Syme, who is Chief Port Health Inspector at Grimsby, and should therefore know something about the fishing industry, came out fairly strongly against the idea; he feared it might cause a lowering of standards of hygiene on fishing vessels, and although the duration of voyages could be lengthened, he doubted whether in the long run the condition of the fish on landing would show any improvement. He regarded the step proposed as retrograde and contrary to the generally accepted trend of recent years toward the production of purer food and the elimination of preservatives as far as possible.
Purpose — This chapter explores the concept of social exclusion, the evolution of the term, how it is defined and understood, the place in policy formation and its association…
Abstract
Purpose — This chapter explores the concept of social exclusion, the evolution of the term, how it is defined and understood, the place in policy formation and its association with the need for mobility. The association between social exclusion and mobility is overviewed.
Methodology — The concept of social exclusion grew from an understanding that some people are not able to fully participate in mainstream society. Ideas around this were first discussed under the framework of income poverty, moved to ideas of multiple disadvantage and then has clustered around social exclusion. Although many factors have been subsumed under the concept, the ability to be mobile and how this is associated with social exclusion has not been fully explored.
Findings — It is argued that while social exclusion has brought ideas of non-participation in society more firmly into the political agenda, the changing definitions and understandings and failure to build knowledge systematically has hampered the effectiveness of the concept. Social exclusion is viewed in the research reported in this chapter as an issue of social justice defining the critical dimensions needed for a person to be included. Institutional and personal factors, and broad societal trends influence the extent of inclusion/exclusion a person experiences. It is likely that many of these impacts will be influenced by mobility, thus the importance of this research in elucidating what is meant by social exclusion and the key drivers that impact on a person’s ability to participate and maximise their well-being.
The following list of contracts placed by the Air Ministry during June is extracted from the July issue of The Ministry of Labour Gazette:
All items listed may be borrowed from the Aslib Library, except those marked *, which may be consulted in the Library.