Search results

1 – 10 of 21
Per page
102050
Citations:
Loading...
Access Restricted. View access options
Article
Publication date: 22 October 2020

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…

921

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

European Journal of Marketing, vol. 54 no. 10
Type: Research Article
ISSN: 0309-0566

Keywords

Access Restricted. View access options
Book part
Publication date: 1 January 2009

Samuel D. Bond, James R. Bettman and Mary Frances Luce

Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-85724-727-8

Access Restricted. View access options
Article
Publication date: 6 March 2017

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…

1994

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.

Details

Leadership & Organization Development Journal, vol. 38 no. 1
Type: Research Article
ISSN: 0143-7739

Keywords

Access Restricted. View access options
Book part
Publication date: 2 October 2003

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.

Details

Research in Personnel and Human Resources Management
Type: Book
ISBN: 978-1-84950-174-3

Access Restricted. View access options
Article
Publication date: 1 March 1984

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…

14

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.

Details

New Library World, vol. 85 no. 3
Type: Research Article
ISSN: 0307-4803

Access Restricted. View access options
Article
Publication date: 1 January 1979

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…

742

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.

Details

Managerial Law, vol. 22 no. 1
Type: Research Article
ISSN: 0309-0558

Access Restricted. View access options
Article
Publication date: 1 December 1957

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…

33

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.

Details

British Food Journal, vol. 59 no. 12
Type: Research Article
ISSN: 0007-070X

Access Restricted. View access options
Book part
Publication date: 20 October 2011

Janet R. Stanley

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.

Details

New Perspectives and Methods in Transport and Social Exclusion Research
Type: Book
ISBN: 978-1-78-052200-5

Access Restricted. View access options
Article
Publication date: 1 August 1938

The following list of contracts placed by the Air Ministry during June is extracted from the July issue of The Ministry of Labour Gazette:

19

Abstract

The following list of contracts placed by the Air Ministry during June is extracted from the July issue of The Ministry of Labour Gazette:

Details

Aircraft Engineering and Aerospace Technology, vol. 10 no. 8
Type: Research Article
ISSN: 0002-2667

Access Restricted. View access options
Article
Publication date: 1 August 1961

All items listed may be borrowed from the Aslib Library, except those marked *, which may be consulted in the Library.

13

Abstract

All items listed may be borrowed from the Aslib Library, except those marked *, which may be consulted in the Library.

Details

Aslib Proceedings, vol. 13 no. 8
Type: Research Article
ISSN: 0001-253X

1 – 10 of 21
Per page
102050