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Open Access
Article
Publication date: 29 July 2021

Alei Fan, Hubert B. Van Hoof, Xueting Dou and Ana Lucia Serrano

Drawing on the dual process theory and the cultural dimension of power distance, the current research investigates the impact of a specific service clue—the linguistic style of…

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Abstract

Purpose

Drawing on the dual process theory and the cultural dimension of power distance, the current research investigates the impact of a specific service clue—the linguistic style of address forms (salutation) in hotel manager letters to guests—on customer satisfaction in a hotel context in Ecuador.

Design/methodology/approach

Following an experimental design research approach, this research conducted a series of two studies to examine how customers' cultural values (high vs low power distance), linguistic style of address forms (formal vs casual) and service valence (service success vs service failure) together influenced customer satisfaction. Specifically, Study 1 examined the service success condition, and Study 2 investigated the service failure condition.

Findings

The research results show that, in the service success condition, customers follow their distinct cultural orientations (high vs low power distance) when responding to the different linguistic styles (formal vs casual). On the other hand, in the service failure situation, as customers desire for expressions of respect that can be reflected in a formal address form, the level of satisfaction is lower when the casual address form is used in guest communications, regardless of customers' cultural orientations in power distance.

Originality/value

This research adds to existing cross-cultural service research, particularly in terms of service valence, and provides practical implications for enhancing service providers' cultural awareness and sociolinguistic competence to effectively communicate with customers from diverse cultural backgrounds.

Details

International Hospitality Review, vol. 37 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

Article
Publication date: 16 August 2022

Jung Ran Park, Erik Poole and Jiexun Li

The purpose of this study is to explore linguistic stylometric patterns encompassing lexical, syntactic, structural, sentiment and politeness features that are found in…

Abstract

Purpose

The purpose of this study is to explore linguistic stylometric patterns encompassing lexical, syntactic, structural, sentiment and politeness features that are found in librarians’ responses to user queries.

Design/methodology/approach

A total of 462 online texts/transcripts comprising answers of librarians to users’ questions drawn from the Internet Public Library were examined. A Principal Component Analysis, which is a data reduction technique, was conducted on the texts and transcripts. Data analysis illustrates the three principal components that predominantly occur in librarians’ answers: stylometric richness, stylometric brevity and interpersonal support.

Findings

The results of the study have important implications in digital information services because stylometric features such as lexical richness, structural clarity and interpersonal support may interplay with the degree of complexity of user queries, the (a)synchronous communication mode, application of information service guideline and manuals and overall characteristics and quality of a given digital information service. Such interplay may bring forth a direct impact on user perceptions and satisfaction regarding interaction with librarians and the information service received through the computer-mediated communication channel.

Originality/value

To the best of the authors’ knowledge, the stylometric features encompassing lexical, syntactic, structural, sentiment and politeness using Principal Component Analysis have not been explored in digital information/reference services. Thus, there is an emergent need to explore more fully how linguistic stylometric features interplay with the types of user queries, the asynchronous online communication mode, application of information service guidelines and the quality of a particular digital information service.

Details

Global Knowledge, Memory and Communication, vol. 73 no. 3
Type: Research Article
ISSN: 2514-9342

Keywords

Article
Publication date: 1 February 1992

ROBERT N. ODDY, ELIZABETH DUROSS LIDDY, BHASKARAN BALAKRISHNAN, ANN BISHOP, JOSEPH ELEWONONI and EILEEN MARTIN

This paper is an exploratory study of one approach to incorporating situational information into information retrieval systems, drawing on principles and methods of discourse…

Abstract

This paper is an exploratory study of one approach to incorporating situational information into information retrieval systems, drawing on principles and methods of discourse linguistics. A tenet of discourse linguistics is that texts of a specific type possess a structure above the syntactic level, which follows conventions known to the people using such texts to communicate. In some cases, such as literature describing work done, the structure is closely related to situations, and may therefore be a useful representational vehicle for the present purpose. Abstracts of empirical research papers exhibit a well‐defined discourse‐level structure, which is revealed by lexical clues. Two methods of detecting the structure automatically are presented: (i) a Bayesian probabilistic analysis; and (ii) a neural network model. Both methods show promise in preliminary implementations. A study of users' oral problem statements indicates that they are not amenable to the same kind of processing. However, from in‐depth interviews with users and search intermediaries, the following conclusions are drawn: (i) the notion of a generic research script is meaningful to both users and intermediaries as a high‐level description of situation; (ii) a researcher's position in the script is a predictor of the relevance of documents; and (iii) currently, intermediaries can make very little use of situational information. The implications of these findings for system design are discussed, and a system structure presented to serve as a framework for future experimental work on the factors identified in this paper. The design calls for a dialogue with the user on his or her position in a research script and incorporates features permitting discourse‐level components of abstracts to be specified in search strategies.

Details

Journal of Documentation, vol. 48 no. 2
Type: Research Article
ISSN: 0022-0418

Article
Publication date: 28 May 2021

Mohammad Jamal Albana and Mehmet Yeşiltaş

Drawing on the theory of belongingness, this study scrutinizes the impact of linguistic ostracism on knowledge sharing, knowledge hiding and knowledge hoarding and the moderating…

Abstract

Purpose

Drawing on the theory of belongingness, this study scrutinizes the impact of linguistic ostracism on knowledge sharing, knowledge hiding and knowledge hoarding and the moderating role of cultural intelligence (CQ) in a diverse and multi-cultural work setting.

Design/methodology/approach

A two-phase sampling of judgmental and random sampling techniques was used to recruit local and foreign workers in the Jordanian service industry. The present study empirically analyzes the sample of 394 employees' responses by applying variance-based structural equation modeling (VB-SEM).

Findings

VB-SEM results indicate that linguistic ostracism lessens knowledge sharing behavior and heightens knowledge hiding and hoarding. CQ moderates two of the said associations, specifically by buffering the causal link between linguistic ostracism and knowledge hiding, as well as linguistic ostracism and knowledge hoarding. Consequently, CQ did not moderate the causal link between linguistic ostracism and knowledge sharing.

Practical implications

The study's findings can help managers and decision-makers in such workplaces better understand the deleterious effects of linguistic ostracism and how CQ functions as a buffer. The study concludes with theoretical and managerial implications.

Originality/value

Very few investigations have been conducted to determine the consequences of linguistic ostracism in today's multi-cultural and diverse work environment. This paper is among the first to unveil the association of linguistic ostracism and CQ with various knowledge management (KM) concepts.

Details

Kybernetes, vol. 51 no. 3
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 8 February 2021

Keng Hoon Gan and Noeurn Krol

Customer reviews are one important source that contains valuable information for quality evaluation of products or services. Review sentences contain sentiment words that show…

Abstract

Purpose

Customer reviews are one important source that contains valuable information for quality evaluation of products or services. Review sentences contain sentiment words that show whether a user’s opinion is positive or negative. When review sentence has mix opinions, having sentiment words of both polarities, it is difficult to conclude whether it is positive or negative opinion. The purpose of this study is to improve the detection of polarity in such situation.

Design methodology approach

In this research, methods such as part-of-speech tagging, polarity analysis and rules selection are used to identify the polarity. A set of rules called contrast and conditional polarity rules (CCPR) has been created to improve the polarity detection in cases when there is mixture of sentiment words used in contrast and conditional type of review sentences. The experiment is conducted with data sets from three domains, i.e. restaurant, electronic and Tripadvisor.

Findings

The experimental result confirms that CCPR rules have higher baseline of the polarity aggression. In restaurant domain, CCPR rules (62.07%) have increased 13.79% compared with the Pol_Agg_MPQA baseline (48.28%) and 13.79% compared with Pol_Agg_Senti baseline (48.28%). In electronic domain, CCPR rule (79.17%) is higher by 12.50% compared with the Pol_Agg_MPQA baseline (66.67%) and 16.67% compared with Pol_Agg_Senti baseline (62.50%). Another one, CCPR rule (70.83%) is higher by 8.33% compared with the Pol_Agg_MPQA baseline (62.50%) and 12.50% compared with Pol_Agg_Senti baseline (58.33%). In conclusion, result of experiment shows promising outcome with improvement in detecting the positivity and negativity of indirect sentence, especially for the case of sentence with indirect polarity.

Originality value

To address the problem of mix opinions in terms of polarities, this paper presents a rule-based approach to improve the result of identifying positivity and negativity in sentence with indirect polarities.

Details

International Journal of Web Information Systems, vol. 17 no. 2
Type: Research Article
ISSN: 1744-0084

Keywords

Article
Publication date: 14 July 2020

Andrea Cuna and Gabriele Angeli

This paper puts forward a MARC-based semiautomated approach to extracting semantically rich subject facets from general and/or specialized controlled vocabularies for display in…

Abstract

Purpose

This paper puts forward a MARC-based semiautomated approach to extracting semantically rich subject facets from general and/or specialized controlled vocabularies for display in topic-oriented faceted catalog interfaces in a way that would better support users' exploratory search tasks.

Design/methodology/approach

Hierarchical faceted subject metadata is extracted from general and/or specialized controlled vocabularies by using standard client/server communication protocols. Rigorous facet analysis, classification and linguistic principles are applied on top of that to ensure faceting accuracy and consistency.

Findings

A shallow application of facet analysis and classification, together with poorly organized displays, is one of the major barriers to effective faceted navigation in library, archive and museum catalogs.

Research limitations/implications

This paper does not deal with Web-scale discovery services.

Practical implications

This paper offers suggestions that can be used by the technical services departments of libraries, archives and museums in designing and developing more powerful exploratory search interfaces.

Originality/value

This paper addresses the problem of deriving clearly delineated topical facets from existing metadata for display in a user-friendly, high-level topical overview that is meant to encourage a multidimensional exploration of local collections as well as “learning by browsing.”

Details

Library Hi Tech, vol. 39 no. 2
Type: Research Article
ISSN: 0737-8831

Keywords

Book part
Publication date: 18 September 2014

Mary Carol Combs

This chapter explores an approach to instruction in pre-service classes called “goofiness pedagogy.” Embedded in teaching and learning theories, goofiness pedagogy is designed to…

Abstract

This chapter explores an approach to instruction in pre-service classes called “goofiness pedagogy.” Embedded in teaching and learning theories, goofiness pedagogy is designed to model creative teaching to help emergent bilingual learners academically, linguistically, and socially. Currently in Arizona, highly restrictive language policies limit curricular and pedagogical choices for students acquiring English. As a result, pre-service teachers are often reluctant to work with them, and worried that their own creativity will be constrained. This chapter thus discusses a multi-year study of goofiness pedagogy – theatrical drama, play, and performance – that helps pre-service teachers develop an alternative vision of exceptional teaching for and with emergent bilingual learners. Data sources include student and author reflections on the practice of performed goofiness in Structured English Immersion classes at the University of Arizona, video-taped performances of students engaged in drama and improvisation, and analysis of student written artifacts. Findings indicate that while some pre-teachers hesitate to participate in “performed goofiness,” the majority believe that theatrical activities encourage them to try out innovative teaching strategies, take risks, make mistakes, and analyze those mistakes in a supportive community of practice. Equally important, pre-service teachers begin to understand that learning in general, and language learning in particular, are social pursuits and that teachers should create social spaces in their own classrooms to support the academic and language development of emergent bilingual students. Goofiness pedagogy also has transformed the author’s own teaching practices, and consequently represents a “pedagogy of hope” within a rigid state context.

Details

Research on Preparing Preservice Teachers to Work Effectively with Emergent Bilinguals
Type: Book
ISBN: 978-1-78441-265-4

Keywords

Article
Publication date: 8 February 2016

Saloomeh Tabari, Jonathan A.J. Wilson and Hadyn Ingram

– The purpose of this paper is to explore the nature and definitions of culture and its relationship to language and cultural sensitivity in hospitality management services.

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Abstract

Purpose

The purpose of this paper is to explore the nature and definitions of culture and its relationship to language and cultural sensitivity in hospitality management services.

Design/methodology/approach

The paper takes the form of a critical literature review followed by a phenomenological exploratory pilot study, using template analysis.

Findings

Previous studies indicate that the more individuals understand and embrace notions of intercultural sensitivity, then the better they become at being able to recognise and discriminate between cultural differences. Furthermore, as a by-product, there is an increased appetite and tendency towards adopting cultural perspectives other than ones’ own. However, the operationalisation of this process encourages benchmarking along linear scales, which is problematic and over-simplifies the dynamic and fluid nature of effective cultural transmission. The paper’s findings suggest that rather than there being singular cultural and language constructs, there are cultures, which in places overlap, but elsewhere do not and therefore cannot be placed on universal scales; second, the critical success factor is less about linguistic literacy linked to vocabulary and explicit rational comprehension, and more about a pre-emptive cultural interpretive intelligence which identifies emotion and sentiment.

Research limitations/implications

This is largely a conceptual paper, which, it is suggested, needs further empirical investigation – both longitudinally and on a larger scale.

Originality/value

This perspective moves management, marketing and service delivery away from zero-sum games and transactional exchanges, whether financial, social or linguistic, towards collective wealth creation and empowerment – manifest in social cultural capital and the generation of tacit knowledge. The challenge that remains is how this process can be formalised and the tacit and implicit knowledge gained and created can be preserved.

Details

Worldwide Hospitality and Tourism Themes, vol. 8 no. 1
Type: Research Article
ISSN: 1755-4217

Keywords

Article
Publication date: 6 February 2020

Reema Singh and Magnus Söderlund

This study aims to assess factors influencing customers’ online grocery shopping experiences, and it evaluates the central role of customer service and consumers’ responses to…

6000

Abstract

Purpose

This study aims to assess factors influencing customers’ online grocery shopping experiences, and it evaluates the central role of customer service and consumers’ responses to satisfying grocery shopping.

Design/methodology/approach

A mixed-methods approach was used; linguistic inquiry and the word count (LIWC) method captured qualitative aspects of consumers’ grocery shopping experience, whereas partial least square-structure equation modeling tested hypotheses regarding antecedents to consumers’ overall online grocery shopping experience.

Findings

The PLS-based analysis confirmed the qualitative insights, establishing the significance of customer service, which accounted for 68% variance in the overall experience and 42% variance in customer satisfaction, along with other experience antecedents such as website, product and delivery.

Research limitations/implications

Future researchers could further analyze experience as a dynamic process focusing on consumer and retailer brand-focused constructs, specifically focusing on creating a holistic understanding of customer service that establishes coherence between retailers’ marketing values and their customer service.

Practical implications

Managers should acknowledge the importance of customer service in creating a satisfying customer experience, and they should respond to consumer concerns, resulting in enhanced brand-related experience.

Originality/value

Responding to the call for a better understanding of customer service, this study brings out the challenges online grocery shoppers are facing in terms of customer service and empirically establishes customer service as a key driver of customer experience, thereby extending the earlier work on customer service and online customer experience.

Details

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

Keywords

Article
Publication date: 2 January 2014

Claire-France Picard, Sylvain Durocher and Yves Gendron

The purpose of this paper is to examine the relative cultural shift from professionalism to commercialism in the accounting profession, based on an analysis of the promotional…

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Abstract

Purpose

The purpose of this paper is to examine the relative cultural shift from professionalism to commercialism in the accounting profession, based on an analysis of the promotional brochures used by the Ordre des comptables agréés du Québec (Institute of Chartered Accountants of Québec), over the last 40 years, to attract new members.

Design/methodology/approach

The study's specific objectives are: to examine accountancy's cultural representations depicted in promotional brochures; to evaluate the extent to which these representations are indicative of the commercialist shift as documented in the literature; and to establish whether the representations under study provide further insight into the nature of the cultural shift. Drawing on the semiotic approach developed by Roland Barthes, the authors' analysis is predicated on the idea that promotional brochures and advertisements, though often simple in appearance, constitute complex representations that convey meaningful information about influential values and cultural change.

Findings

The authors found that commercial values are increasingly apparent through the celebration of multidisciplinary services and the emphasis on generous compensation and high dynamism.

Originality/value

Barthes' framework was especially useful to analyze the interplay between images and text to gain insight into the historical emergence of what has become the accountant's representation of today. As such, this study points to promotional representations participating to the inculcation of a cosmopolitan culture, where the internationalization of business is supposedly natural, inevitable, and beneficial to everyone. The authors' research also highlights the increasingly significant role played by marketing experts in designing professional institutes' brochures, consistent with the broader view of marketization as a key trend within the accounting industry.

Details

Accounting, Auditing & Accountability Journal, vol. 27 no. 1
Type: Research Article
ISSN: 0951-3574

Keywords

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