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Missing in most of the research on selling has been an examination of the process from the point of view of the customer. When satisfaction in selling has been considered, researchers have focused on the satisfaction of the salesperson with his job and/or the impact of this job satisfaction on performance (e.g. Bluen, Barling & Burns, 1990; Churchill, Ford & Walker, 1979; Pruden & Peterson, 1971). To concentrate on salesperson performance while neglecting customers is to ignore the most important half of the relationship between buyers and sellers and entirely disregards the marketing concept and the streams of research in customer satisfaction. This research takes a different approach and examines customers’ satisfaction with salespeople.

The adoption of mobile technology by the youth has been gaining momentum as a growing area of exploration for scholars. Several aspects of this technology, including its adoption and usage patterns, have been explored both theoretically and in empirical research. The purpose of this paper is to understand the cell phone usage of the young university students, the effects of this usage of the cell phone on their personal communication needs, their perceptions of cell phone communication in the society, and gender similarities and differences in these matters.

This paper relies on primary data of randomly selected engineering students in a university in South Africa. Data was collected from 200 respondents using face-to-face interviews with the help of a structured interview schedule.

The analysis shows the relationship between the measures of cell phone usage, personal communication, and perceptions, across different racial groups. The findings of the study have relevance and significance for the understanding of the communication patterns and their social consequences for the youth in South Africa.

Most of the research in this area has originated from the developed regions and countries in the Nordic region and Japan. This paper presents the findings on the cell phone use of students in South Africa.

In order to deepen understanding of team processes in dynamic organizational contexts, we suggest that analyses employing techniques to identify and analyze team member interaction patterns and trajectories are necessary. After presenting a brief review of interaction data coding and reliability requirements, we first review examples of two approaches used in the identification and analysis of interaction patterns in teams: lag sequential analysis and T-pattern analysis. We then describe and discuss three statistical techniques used to analyze team interaction trajectories: random coefficient modeling, latent growth modeling, and discontinuous growth analysis. We close by suggesting several ways in which these techniques could be applied to data analysis in order to expand our knowledge of team interaction, processes, and outcomes in complex and dynamic settings.

The authors link High-Involvement Work Systems (HIWS) with social network research both theoretically and methodologically by conceiving of these work systems as networks and by using network methods to better understand and evaluate these arrangements. Their approach is to integrate the institutional perspective of industrial relations with the analytical methodology of social network analysis. They use a longitudinal data set collected before and after the introduction of an HIWS in a pharmaceutical company to measure the impact on patterns of employee communication as well as communication between the union and management. Improvements were found in customer satisfaction, and positive effects were seen in the pattern and structure of organizational communication with an increase in the density of lateral and vertical interdepartmental communication, and a decrease in hierarchy. These results were confirmed using survey data on employee perceptions of particular types of communication and interviews with employees at various levels of authority.

Global virtual teams (GVTs) – composed of members in two or more countries who work together primarily using information and communication technologies – are increasingly prevalent in organizations today. There has been a burgeoning of research on this relatively new organizational unit, spanning various academic disciplines. In this chapter, we review and discuss the major developments in this area of research. Based on our review, we identify areas in need of future research, suggest research directions that have the potential to enhance theory development, and provide practical guidelines on managing and working in GVTs.

The purpose of this study was to explore how mothers with an ADHD child living in the household experience, perceive, and manage family communication.

A qualitative research design study was employed where in-depth interviews were conducted amongst nine married mothers who have an ADHD child.

Three themes emerged from the interview data: managing internal relations, managing stigma, and difficulties in managing the communication process. Mothers communicate with their ADHD child differently than their non-ADHD children, as conversations with the ADHD child are often unpredictable, negative, and erratic. They specifically experience these conversation patterns when giving directions, during times of discipline, and when the child acts impulsively or cannot focus.

Mothers are not always open about their child’s ADHD with nonfamily members as they are afraid of the stigma that is attached to the condition. Mothers recognize the difficulties in the communication process as they spend a considerable amount of time on their child’s ADHD issues, and their time given to others in the family may be compromised. They also recognize that because of the amount of stress and emotional burnout they feel from having an ADHD child, they need emotional and pragmatic support from family, friends, and professionals. The mothers who receive the least amount of emotional support from their spouses also feel the highest amounts of stress.

We examined the effects of group structure and electronic communication patterns on the performance of 18 multinational teams over an 8-month period. The teams were composed of a mix of Western and non-Western executives located throughout the world. In these highly diverse teams, team performance did not vary as a function of demographic heterogeneity; however, demographic homogeneity within the teams’ subgroups negatively affected team performance. The following communication patterns were associated with better team performance: a hierarchical communication structure, expressions of trust in the team's competence, references to the self, and information-providing statements.

Nonperforming assets in any banking system have stressed the economic health of nations. Resultantly, literature has given considerable impetus to predict failures and bankruptcy. Past studies have focused on the outcome of failures, while, there is a dearth of studies focusing on ongoing firms in bad shape. We plug this gap and attempt to identify underlying communication patterns for firms witnessing prolonged underperformance. Using text mining, we extract and analyze semantic, linguistic, emotional, and sentiment-based features in non-numeric communication channels of these poor-performing firms and their peers. These uncovered patterns highlight the use of vocabulary and tone of communication, in correspondence to their financial well-being. Furthermore, using such patterns, we deploy various Machine Learning algorithms to identify loser firm(s) way ahead in time. We observe promising accuracy over a time window of five years. Such early warning signals can be of critical importance to various stakeholders of a firm. Exploration of writing style-related features for any firm would help its investors, lending agencies to assess the likelihood of future underperformance. Firm management can use them to take suitable precautionary measures and preempt the future possibility of distress. While investors and lenders can be benefitted from this incremental information to identify the likelihood of future failures.

This study aims to understand the role of technology in relationship maintenance among romantic partners.

It takes a qualitative, inductive approach and collected data from in-depth interviews with 20 individuals who are married or in cohabiting relationships.

This study supports the extension of relationship maintenance typology derived from face-to-face relationship studies to technology-mediated communication, but highlights how technology use transforms the implementation of maintenance behaviors. Technology helps couples coordinate tasks and keep in touch with friends and families. Although technology-mediated communication cannot replace face-to-face interactions in relationship talk and sharing in-depth feelings, it plays an important role in redefining the ways in which couples interact positively, maintain mutual understanding, and secure the future of the relationship. Moreover, this study identifies a new maintenance behavior, communication coordination. These maintenance behaviors reflect a tension between maintaining connectivity and managing the boundary between work and home and between the public and private spheres.

This study builds on previous work on technology use and relationship maintenance, but takes a different qualitative, inductive approach to address the limitations in the survey research dominant in the literature. It helps us understand the advantages and challenges in maintaining relationships in the digital age and also explores the factors that influence the patterns of technology use in relationship maintenance.