Search results
1 – 10 of over 10000Seeks to explain some of the dynamics of scripts creation as used in training, to offer some theoretical underpinning regarding the influence of script creation on behavior and…
Abstract
Purpose
Seeks to explain some of the dynamics of scripts creation as used in training, to offer some theoretical underpinning regarding the influence of script creation on behavior and performance, and to offer some examples of how script creation is applied in training activities.
Design/methodology/approach
The paper explains in detail and demonstrates the general processes of script creation for training uses. The design of the paper is to present, in sequence, a generalized script creation process, the theoretical grounding of the processes, and evidence of the efficacy of script creation.
Findings
While there is not a lot of research available to practitioners about script creation uses in training, the research that does exist gives credible support for script creation applications. There is a body of research in cognition and cognitive processes that tangentially treats script behavior; however, that body of research is highly technical and esoteric and not of practical value to most practitioners.
Practical implications
The script creation processes and supporting information give practitioners a considered view of some useful training applications and generally add to the toolbox of trainers and facilitators. A sequence of events is offered that may be tailored for a specific training application. The script creation process, in general, offers a model for trainers to consider in applications such as exploration of new skills, skills improvement, continuous performance improvement and change initiatives, among others. The basis of the process explained in this paper is firmly grounded in motivation theory that describes how the process is attractive to employees.
Originality/value
As far as the author knows, there is no generally available model or template for script creation activities in a training context. This paper helps to address the matter. Of value to practitioners and managers is the explication of a general, malleable model for training activities that is grounded on sound learning and motivation theory.
Details
Keywords
Past efforts to model freight transport‐choice decision making as abehavioural process have resulted in the development of models which maynot reflect the actual steps…
Abstract
Past efforts to model freight transport‐choice decision making as a behavioural process have resulted in the development of models which may not reflect the actual steps, activities, decision rules, and interactions in the typical freight transport‐choice decision process in the detail needed for various applications. Script‐theoretic research, which is based on the modelling of sequential activities, is proposed as an alternative approach for the study of this process. The methodology for empirical investigations and practical applications of script‐theoretic research is discussed.
Details
Keywords
Amy R. Hubbert, Annette Garcia Sehorn and Stephen W. Brown
Boundary‐spanning personnel such as tax preparers, travel agentsand hairdressers interface directly with customers. In their uniqueposition, between the organization and customer…
Abstract
Boundary‐spanning personnel such as tax preparers, travel agents and hairdressers interface directly with customers. In their unique position, between the organization and customer, these service providers market the service to consumers while they simultaneously carry out operational functions. Both the customer and the provider bring certain expectations to the service encounter. These expectations then shape the perceptions of the service encounter. The research reported uses script methodology to compare the expectations between boundary‐spanning service providers and consumers of the same service. Draws its theoretical foundation from the expectations and scripts literatures. In Phase One, scripts of the service were elicited in order to test hypotheses based on the discovery and comparison of consumers′ and service providers′ subgoals for a typical service encounter (H1). A hypothesis also tested the point at which providers and consumers enter their respective scripts of a typical service encounter (H2 ). In Phase Two, the subgoals mentioned most frequently in Phase One were used as stimuli to elicit the specific actions which comprise the complete script. These complete scripts enabled a comparison of the elaborateness of provider and consumer scripts (H3). The results of Phase One revealed that a portion of consumers′ subgoals for a service encounter are shared by providers of the service while other subgoals are unique, supporting H1. The point of activation of the script differed dramatically between customers and providers, supporting H2. The Phase Two findings provide support for the hypothesis that service providers have more elaborate scripts. Overall, the results support the notion that scripts operationalize expectations. Closes with implications for management and suggestions for future research.
Details
Keywords
YooHee Hwang, Xingyu Wang and Priyanko Guchait
Considerable research has examined the negative consequences of customer incivility on employees (e.g. turnover intention and sabotage behavior toward the customer). However…
Abstract
Purpose
Considerable research has examined the negative consequences of customer incivility on employees (e.g. turnover intention and sabotage behavior toward the customer). However, there is scant research investigating how other customers, as observers, may react to incivility. This knowledge gap should be filled because hospitality services are often consumed in the public setting where customers can observe and be influenced by each other. The purpose of this study is to fill this gap by examining observing customers’ willingness to revisit the company following customer incivility.
Design/methodology/approach
Participants are American consumers recruited from a crowdsourced online panel. Two scenario-based experimental studies in the restaurant setting are conducted. Customer incivility and relationship norms (communal versus exchange) are manipulated, while relationship closeness is measured.
Findings
Study 1 shows that following fellow customer incivility (vs civility), observing customers’ intention to revisit the company was lower when they perceive a distant relationship with the employee. This intention did not differ regardless of incivility and civility when they perceive a close relationship with the employee. Study 2 shows that when observing customers perceive a communal relationship with the employee, their revisit intention was even higher following customer incivility (vs civility).
Practical implications
Hospitality managers need to train employees to identify signs of customer incivility and assume appropriate actions to reduce the negative consequences on observers. Hospitality managers should also communicate their expectations for respectful customer behaviors through an organization-wide campaign. Finally, hospitality businesses should foster a close relationship with their customers, particularly a communal relationship to offset the negative consequences of customer incivility on observers.
Originality/value
This study adds to previous research by challenging the universally negative view of customer incivility. The authors do so by examining the moderating effects of relationship closeness and norms in observer reactions to customer incivility. This study contributes to previous research drawing on script theory and deontic justice theory.
Details
Keywords
Trine Susanne Johansen and Anne Ellerup Nielsen
Societal developments and stakeholder awareness place responsibility and legitimacy high on corporate agendas. Increased awareness heightens focus on stakeholder relations and…
Abstract
Purpose
Societal developments and stakeholder awareness place responsibility and legitimacy high on corporate agendas. Increased awareness heightens focus on stakeholder relations and dialogue as key aspects in corporate social responsibility (CSR), corporate identity and corporate communication scholarship, but the question remains how can dialogue be initiated and maintained? The purpose of this paper is to establish a framework for conceptualizing dialogue.
Design/methodology/approach
Through a review of CSR, corporate identity, corporate communication and stakeholder literature, a framework is developed taking into account the different stakes held by key stakeholder groups, i.e. consumers, investors, employees, non‐governmental organization and suppliers. Based on the discursive terms of form and script, we argue that different stakes condition different dialogical types.
Findings
The paper argues that the stakeholder orientations of the CSR, corporate identity and corporate communication disciplines can aid in strengthening dialogue. It is thus suggested that dialogue may be strengthened by constructing a framework which links the stakes held by key stakeholder groups to specific dialogue forms and scripts.
Practical implications
The practical implication of articulating stakeholder dialogue as scripted interaction is that organizations seeking to engage stakeholders strategically must understand and respect conventions and expectations.
Originality/value
The paper's contribution is to expand the notion of dialogue within communication research and to provide organizations with a framework for understanding stakeholder involvement in identity relevant issues of responsibility and legitimacy.
Details
Keywords
Sergio Biggemann and Francis Buttle
In this paper the authors present a theoretical framework that shows how interaction between two or more companies depends on its context of performance. Reflexivity between two…
Abstract
Purpose
In this paper the authors present a theoretical framework that shows how interaction between two or more companies depends on its context of performance. Reflexivity between two or more levels of context potentially leads the parties to a situation exhibiting an apparently contradictory nature: paradox. The authors study the manner in which such situations occur and are resolved.
Design/methodology/approach
The data in this paper comes from a three‐year‐long multiple case study investigation. Data was gathered from 15 different organizations through interviews, participant observation and document reviews.
Findings
Context‐bounded interaction between organizational actors can be interpreted in different, sometimes contradictory, ways, which can create paradox. Parties cannot stay in paradox for long because it may produce adverse personal and social consequences. Thus, resolution of paradox potentially causes significant changes to the structural attributes of relationships.
Practical implications
Paradox has potentially significant and destructive consequences for the quality of business‐to‐business relationships. Organizational actors who understand that paradox has been encountered can develop strategies for exiting paradox and maintaining high‐quality relationships with their partners.
Originality/value
This paper presents a novel theoretical framework that explains how business interaction can lead to paradox, the experience and resolution of which potentially makes significant changes to the structure of business relationships.
Details
Keywords
Aikaterini Manthiou, Seonjeong (Ally) Lee, Liang (Rebecca) Tang and Lanlung Chiang
A desirable experiential environment is an essential source of competitive advantage in the festival industry. Understanding festival attendees' experience is imperative for…
Abstract
Purpose
A desirable experiential environment is an essential source of competitive advantage in the festival industry. Understanding festival attendees' experience is imperative for festival organizers because attendees' experience is a predictor of their future behavior. With the experience economy concept of Pine and Gilmore (1998), the study identified four underlying dimensions of festival attendees' experience (education, entertainment, esthetics, and escapism) and examined the impacts of these experience dimensions on festival attendees' vividity of memory and loyalty.
Design/methodology/approach
Data were collected from online surveys completed by 338 attendees of VEISHEA festival. This study employed confirmatory factor analysis, regression analysis, and structural equation modeling to achieve its goals.
Findings
Experience has a positive effect on vivid memory, which consequently influences loyalty. Each dimension of experience economy significantly influences vividity of memory. However loyalty is affected only by the entertainment and esthetics dimensions.
Practical implications
Festival marketers are advised to design activities that provide memorable experiential products and services for attendees based on the four dimensions of the experience economy.
Originality/value
The study is a pioneer in the evaluation of vividity of memory to the festival context.
Details
Keywords
Beth G. Chung‐Herrera, Nadav Goldschmidt and K. Doug Hoffman
This study examined perceptual similarities and differences between customers and employees in terms of critical service incidents. Specifically we explored the extent to which…
Abstract
This study examined perceptual similarities and differences between customers and employees in terms of critical service incidents. Specifically we explored the extent to which customers and employees were similar or different in summary perceptions of service failures and recovery, the attributions made by the two perspectives in terms of causes for failures and recovery efforts, and whether each perspective believed that age, gender or race contributed to service failures or recovery. The critical incidents technique was used to collect 1,512 customer‐reported incidents and 390 employee‐reported incidents. Results revealed that customers and employees had both similar and different views depending on the ultimate outcome of the encounter. Overall, customers and employees were fairly similar in their perceptions regarding failures that ultimately resulted in a good recovery effort. However, the two perspectives differed in their views of service failures that accompanied a poor recovery effort. Conclusions and implications for practice are also provided.
Details
Keywords
Carlos Cabral‐Cardoso and Miguel Pina E. Cunha
The business lunch may take different forms, according to cultural and culinary traditions, but it remains a popular way of going about doing business. Despite today’s heavy…
Abstract
The business lunch may take different forms, according to cultural and culinary traditions, but it remains a popular way of going about doing business. Despite today’s heavy workloads and the pressures for efficiency, the business lunch appears to keep its popularity, showing the importance of personal contact in the process of networking in today’s business practices. Some sporadic research has been conducted on this issue, but little is yet known about the business lunch as a management tool. As a contribution to fill this gap, the paper presents a research agenda for the analysis of business lunching.
Details
Keywords
Vincent P. Magnini, John B. Ford, Edward P. Markowski and Earl D. Honeycutt
The purpose of this study is to address the discrepancy between research that supports the service failure recovery and that which does not by examining customer satisfaction in…
Abstract
Purpose
The purpose of this study is to address the discrepancy between research that supports the service failure recovery and that which does not by examining customer satisfaction in the event of a service failure empirically.
Design/methodology/approach
The objective of the study was achieved by conducting role‐play experiments on undergraduate business students.
Findings
Analysis showed that a service recovery paradox is most likely to occur when the failure is not considered by the customer to be severe, the customer has had no prior failure with the firm, the cause of the failure was viewed as unstable by the customer, and the customer perceived that the company had little control over the cause of the failure.
Originality/value
This information should benefit service managers since service failures are common and typically trigger heightened customer attention. These findings may stimulate future research because the limitations of this study include the use of undergraduate business students and the examination of only one service setting. Nevertheless, this paper does demonstrate that, under the appropriate conditions, a customer can experience a paradoxical satisfaction increase after a service failure.
Details