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Article
Publication date: 9 May 2016

Yu-Shan (Sandy) Huang and Tom J. Brown

The purpose of this paper is to examine how customer orientation affects frontline service workers’ deep acting and to what extent the effect is moderated by the severity of…

2488

Abstract

Purpose

The purpose of this paper is to examine how customer orientation affects frontline service workers’ deep acting and to what extent the effect is moderated by the severity of dysfunctional customer behavior (DCB). Service organizations usually want their employees to demonstrate sincere emotions during customer encounters.

Design/methodology/approach

The study employed a mixed method design using measured variables (e.g. customer orientation) and a scenario-based manipulated variable (i.e. DCB severity). Data from 237 service workers were used to investigate the theoretical model.

Findings

Results showed that perspective taking and emotional sensitivity mediate the positive effect of customer orientation on deep acting. Furthermore, the influence of emotional sensitivity on deep acting is positive when DCB is less severe, but becomes non-significant when DCB becomes severe.

Research limitations/implications

Because the DCB severity is manipulated as a single event, future research can examine its influence based on employees’ experiences. Also, future studies may investigate other mechanisms to explain customer orientation’s effects on deep acting.

Practical implications

This paper provides service organizations an understanding of the key roles of emotional sensitivity and perspective taking in driving deep acting as well as the importance of monitoring DCB severity.

Originality/value

The study is one of the first in marketing to examine the different influences of DCB severity on important employee outcomes. This study also identifies two important mediators to explain how customer orientation drives deep acting.

Details

Journal of Services Marketing, vol. 30 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

Available. Open Access. Open Access
Article
Publication date: 8 April 2020

Abdullah M. Aljafari and Tom J. Brown

This paper aims to understand the process of initiating ingredient/component (IC) branding from the supplier's perspective. It proposes modeling entrepreneurial orientation (EO…

1470

Abstract

Purpose

This paper aims to understand the process of initiating ingredient/component (IC) branding from the supplier's perspective. It proposes modeling entrepreneurial orientation (EO) as an antecedent factor and differentiation abilities (functional and reputational) as mediators. Investigating IC branding from the supplier's perspective is critical given the cost and risk associated with implementing such a strategy.

Design/methodology/approach

A total of 5,254 manufacturing companies were screened to identify IC supplier firms that meet certain criteria. Survey data were collected from 77 top managers (Chief Executive Officers or Chief Marketing Officers) of IC supplier firms. The paper uses partial least squares structural equation modeling (PLS-SEM) and SPSS in analyzing data.

Findings

The results indicate that IC branding is a complex strategy – one involving a number of steps that need to be taken in a specific order. More specifically, results indicate that IC branding starts with EO exerting a positive influence on IC functional differentiation ability (FDA). FDA facilitates reputational differentiation ability (RDA), which in turn encourages the supplier to initiate IC branding.

Originality/value

This paper addresses an important gap by studying the process through, which suppliers initiate IC branding.

Details

Journal of Business & Industrial Marketing, vol. 35 no. 6
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 1 April 1989

Beth Clewis

In 1984–85, Reference Services Review published a series of review articles on field guides for wildflowers (Potts), birds (Klaas), trees (Kinch), and insects (Chiang). A glance…

47

Abstract

In 1984–85, Reference Services Review published a series of review articles on field guides for wildflowers (Potts), birds (Klaas), trees (Kinch), and insects (Chiang). A glance at Books in Print indicates the number of new field guides appearing since that time. Rather than evaluate a new crop of highly focused field guides, the present essay examines a related kind of nature guide, the nature‐study manual. For the purposes of this essay, the nature‐study manual is defined as a guide that encourages investigation of the natural world, rather than offering facts and identifications. To be a nature‐study manual, a book must offer tools and techniques for identification (often through field guides), observation, recordkeeping, and often collection of specimens and experimentation. Books of narrative natural history and essays on a particular observer's experiences are thus excluded. The nature‐study manual's unique role is to instruct readers in how to observe and study nature for themselves, whether close to home or in far‐flung regions.

Details

Reference Services Review, vol. 17 no. 4
Type: Research Article
ISSN: 0090-7324

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Article
Publication date: 1 March 2003

Olin E. Myers

Society’s relations to animals pose possible blind spots in sociological theory that may be revealed and illuminated by studying systems of human‐animal interaction. By…

1322

Abstract

Society’s relations to animals pose possible blind spots in sociological theory that may be revealed and illuminated by studying systems of human‐animal interaction. By investigating whether and how animals enter into key processes that shape self and society we may determine the ways in which animals might be included in the core subject matter of sociology. An earlier discussion of the role of animals in sociology initiated by Weber is reviewed. Issues that debate raised about the extent of linguistically‐mediated human‐animal intersubjectivity are updated. It is in principle difficult to rule out animal languages, and some animals have acquired human language. But sociology may follow a more fecund empirical route by examining successful human‐animal performances produced by enduring interspecies relationships. Following this route, this paper specifically argues that the human self should be seen to take root in the available mixed species community. To show this, the work of G.H. Mead is revisited and corrected in light of recent work on early human development, and conceptual analyses of language, the body, and the self. The formation of the self is not dependent on only linguistic exchanges; a nonverbal nonhuman other can contribute to the self‐reflective sense of being a human self. Based on this reasoning, examples of studies of humans with wild and domestic animals illustrate the potential for a human‐animal sociology.

Details

International Journal of Sociology and Social Policy, vol. 23 no. 3
Type: Research Article
ISSN: 0144-333X

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Article
Publication date: 1 August 1900

In the preceding rules the individual biographical entry has been ignored, as it lends itself to more convenient treatment apart. Collective biography is, of course, in no way…

34

Abstract

In the preceding rules the individual biographical entry has been ignored, as it lends itself to more convenient treatment apart. Collective biography is, of course, in no way different from the ordinary book ; and the same is to be said of autobiography. Owing to the change of form in the individual biographical entry, due to the author yielding in importance to the biographee, it is usual to separate collective and individual biography in the catalogue, whether this is done on the shelves or not. Individual biography might be further separated in the catalogue into autobiographical and non‐auto‐biographical, though I cannot recall any instance where this has been carried out. In any case, it is important to distinguish in some clear way, between the subject name and the name of the author. Mere position is hardly enough ; there should be a distinction in the type. Whatever type has been employed in the other parts for author should be retained for author in the individual biograhical entry, and the subject name should be in a different type. If the author is printed in a black‐face type, as suggested in these rules, the best type for the subject name will be small capitals, as :—

Details

New Library World, vol. 3 no. 2
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 1 March 1977

IAN CAMPBELL

When the brilliant and solitary author of “The house with the green shutters” died young, not a little tidying‐up remained to be done. That, in the absence of a public library in…

37

Abstract

When the brilliant and solitary author of “The house with the green shutters” died young, not a little tidying‐up remained to be done. That, in the absence of a public library in rural Ayrshire, is what the librarian of Ayr Burgh set out to do.

Details

Library Review, vol. 26 no. 3
Type: Research Article
ISSN: 0024-2535

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Article
Publication date: 8 June 2015

Dale Domian, Rob Wolf and Hsiao-Fen Yang

The home is a substantial investment for most individual investors but the assessment of risk and return of residential real estate has not been well explored yet. The existing…

1840

Abstract

Purpose

The home is a substantial investment for most individual investors but the assessment of risk and return of residential real estate has not been well explored yet. The existing real estate pricing literature using a CAPM-based model generally suggests very low risk and unexplained excess returns. However, many academics suggest the residential real estate market is unique and standard asset pricing models may not fully capture the risk associated with the housing market. The purpose of this paper is to extend the asset pricing literature on residential real estate by providing improved CAPM estimates of risk and required return.

Design/methodology/approach

The improvements include the use of a levered β which captures the leverage risk and Lin and Vandell (2007) Time on Market risk premium which captures the additional liquidity risk of residential real estate.

Findings

In addition to presenting palatable risk and return estimates for a national real estate index, the results of this paper suggest the risk and return characteristics of multiple cities tracked by the Case Shiller Home Price Index are distinct.

Originality/value

The results show higher estimates of risk and required return levels than previous research, which is more consistent with the academic expectation that housing performs between stocks and bonds. In contrast to most previous studies, the authors find residential real estate underperforms based on risk, using standard financial models.

Details

Managerial Finance, vol. 41 no. 6
Type: Research Article
ISSN: 0307-4358

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Book part
Publication date: 30 July 2007

Tom Cockcroft

Abstract

Details

Police Occupational Culture
Type: Book
ISBN: 978-0-85724-055-2

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Article
Publication date: 1 February 1997

Tom J. Brown

The assessment of service quality has proven to be an important consideration for managers and researchers. The dominant service quality framework posits that consumers consider…

1159

Abstract

The assessment of service quality has proven to be an important consideration for managers and researchers. The dominant service quality framework posits that consumers consider both their own expectations and service provider performance when evaluating service quality. In recent years, however, debate has emerged on how this comparison process should be operationalized and comparative analyses have been performed to assess the psychometric properties and diagnostic usefulness of different operationalizations. Reviews problems in the interpretation of service quality measures and demonstrates the additional diagnostic meaning imputed to service quality scores through the development of measurement norms using a case analysis in a professional services context. Offers recommendations on the measurement of service quality.

Details

Journal of Services Marketing, vol. 11 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Available. Content available
Article
Publication date: 1 March 2003

Pete Starkey

42

Abstract

Details

Circuit World, vol. 29 no. 1
Type: Research Article
ISSN: 0305-6120

Keywords

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