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1 – 10 of over 13000Flemming Sørensen and Jens Friis Jensen
This chapter argues that substantial potential exists for service encounter-based innovation in tourism. However, there are also a number of obstacles. Based on theoretical…
Abstract
This chapter argues that substantial potential exists for service encounter-based innovation in tourism. However, there are also a number of obstacles. Based on theoretical discussions on potentials and obstacles, a Knowledge Chain Model of service encounter-based innovation in tourism is developed. It suggests how weak or broken knowledge chains limit companies’ potential for benefiting from service encounter-based innovation. The relevance of the model is illustrated by a comparative case study of four tourism companies. In light of the theoretical frameworks and empirical findings, the chapter suggests how experimental methods can join research and practice to enhance the innovative potential of tourism companies while providing the research community with valuable knowledge.
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Graham L. Bradley, Janet R. McColl-Kennedy, Beverley A. Sparks, Nerina L. Jimmieson and Dieter Zapf
Interactions between customers and service providers are ubiquitous. Some of these encounters are routine, but many are characterized by conflict and intense emotions. This…
Abstract
Interactions between customers and service providers are ubiquitous. Some of these encounters are routine, but many are characterized by conflict and intense emotions. This chapter introduces a new theory, service encounter needs theory (SENT) that aims to elucidate the mechanisms through which service encounter behaviors affect outcomes for customers and employees. Evidence is presented for the preeminence within these encounters of eight psychosocial needs, and propositions are advanced regarding likely antecedents to fulfillment and violation of these needs. Emotional experiences and displays are viewed as important consequences of need fulfillment and violation, as are numerous cognitive, behavioral, and health-related outcomes.
Different forms of inter-organisational encounters, including joint ventures, alliances, mergers and acquisitions, have over the last decades become fashionable and much-sought…
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Different forms of inter-organisational encounters, including joint ventures, alliances, mergers and acquisitions, have over the last decades become fashionable and much-sought means of globalisation. A continuous concern shared by managers involved in these different forms of inter-organisational encounters is the challenge of making them work in practice – their successful implementation and management. The cultural dimensions of these different kinds of inter-organisational encounters, particularly in cross-border contexts, have been deplored as being particularly difficult. This paper builds on prior research and aims to understand how the cultural dimensions of inter-organisational encounters have been approached by researchers on mergers and acquisitions on the one hand and researchers on alliances and joint ventures on the other hand. Based on a comparative literature review, the findings suggest that the two fields, despite their valuable contributions and the similarities in the phenomena they study, have remained surprisingly isolated from one another and would offer opportunities for cross-fertilisation. Through its theoretical contribution, the paper intends to offer insights to researchers in both streams of research.
This study examined the impact of resonance expressed by the positive emotional attractor (PEA) and dissonance represented by the negative emotional attractor (NEA) created by…
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This study examined the impact of resonance expressed by the positive emotional attractor (PEA) and dissonance represented by the negative emotional attractor (NEA) created by medical students during diagnostic encounters with standardized patients (SPs) (laypeople) from the clinical skills exam (CSE). Secondary data were collected from 116 videotaped CSE encounters between SPs and medical students. Associations among the PEA and NEA states, and medical student effectiveness measured by SP, faculty, and differential diagnosis scores using moderated multiple regression analysis were determined. Results suggest that the PEA and NEA are powerful conditions for determining medical student effectiveness in clinical encounters.
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Denver E. Severt, Paul D. Rompf and Kimberly S. Severt
This qualitative study collected regarding recalled service encounters by consumers across a broad range of encounters not just in service failures found respondents recalled…
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This qualitative study collected regarding recalled service encounters by consumers across a broad range of encounters not just in service failures found respondents recalled service encounters from the hospitality leisure industry in 42% of encounters. Usually, the consumer recalls and reports at least two types of fairness when recalling a service encounter with procedural fairness the most reported, followed by interactional and then distributive fairness. The study suggests using fairness across a spectrum of service encounters and not just when a service failure is recalled and is also the first hospitality or service sector study to view service encounter outcomes into types of initial satisfaction, service recovery, and double deviation and then to follow up by assessing fairness types across outcomes.
This chapter investigates sidewalk sociability and neighborhood use, by focusing on the regular encounter of a group of retired men to play cards on their neighborhood’s main…
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This chapter investigates sidewalk sociability and neighborhood use, by focusing on the regular encounter of a group of retired men to play cards on their neighborhood’s main street. Direct and ethnographic observations were used on one Lisbon suburban working and lower middle-classes residential district.
Sidewalk card-playing is understood as “focused gathering” (Goffman, 1971a) and this concept discloses the social organization of a public gaming held encounter and the specific rules created to regulate interactions between players and their audience. The sidewalk sociability effects produced by card-playing are interpreted as originating from “triangulation stimuli” (Lofland, 1998; Whyte, 2002) and “sociability pillar” construction (Charmés, 2006).
Card-playing encounters are discussed in detail as a practical and symbolical neighborhood-use (Blokland, 2003) enacted by an elder-men peer-group. Research underscores the relationship between the elderly peer-group members’ practices and the neighborhood’s public space appropriation, their public characters’ attributes (Jacobs, 1972) and behavior, and social construction of a sidewalk small social place. Among aged peer-group members, sidewalk card-playing accounts for an increase in social and psychological benefits, ranging from social contacts to memories self-expression, derived either from the gaming situation or from its pervasive sociability.
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Janet R. McColl-Kennedy and Amy K. Smith
Emotions play a significant role in the workplace, and considerable attention has been given to the study of employee emotions. Customers also play a central function in…
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Emotions play a significant role in the workplace, and considerable attention has been given to the study of employee emotions. Customers also play a central function in organizations, but much less is known about customer emotions. This chapter reviews the growing literature on customer emotions in employee–customer interfaces with a focus on service failure and recovery encounters, where emotions are heightened. It highlights emerging themes and key findings, addresses the measurement, modeling, and management of customer emotions, and identifies future research streams. Attention is given to emotional contagion, relationships between affective and cognitive processes, customer anger, customer rage, and individual differences.
This chapter develops Lefebvre’s concept of rhythmanalysis to investigate the ways super-diversity comes to life in the everyday city through the intersection of the spatial and…
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This chapter develops Lefebvre’s concept of rhythmanalysis to investigate the ways super-diversity comes to life in the everyday city through the intersection of the spatial and temporal. The chapter explores the multicultural intimacies of streets in a London neighbourhood through a close ethnographic focus on rhythms and atmospheres using slow-motion video. The research contributes to an emerging field of visual ethnographic scholarship by presenting slow-motion video as a method to explore the ‘presence’ (Lefebvre, 2004) of super-diversity and conviviality on the street.
I argue that in slowing down the encounters of the street, slow-motion video shows the often overlooked sensible and affective elements of super-diverse urban space, the mundane interactions between bodies, materials and technologies that create a form of ‘convivial affect’. I argue that these everyday encounters are shaped by a situated politics of difference and yet are also mediated by wider rhythms and atmospheres, contributing to a sense of ‘social time’. I draw attention to both the human and non-human elements of the streets. These material and technological elements can uncover the wider discourses and circulatory regimes of atmospheres in urban super-diverse neighbourhoods, focussing on their relation to broader flows of capital, forms of postcolonial culture and translocality.
This research has implications for how we understand super-diversity and its manifestations in urban space. It encourages policymakers and academics to recognise the affective human and non-human encounters that are a crucial aspect of conviviality, the everyday ways we live together with difference.
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