349 research outputs found
Industrial Platforms in manufacturing operating in Germany : How are these platforms framed?
No full textAuthor Mirjam AlberMasterarbeit Universität Linz 202
In the neighbourhood: Explaining local opposition to the siting of waste facilities in the Netherlands
No full textReactions to siting a waste facility in the neighbourhood: A study among neighbours of waste facilities in the Netherlands
No full textMastering meaningful customer connections: the influence of relational models on customer experience
Full text linkOne of the most important discovery in the world of marketing and communications in recent decades, is the importance of the subjective experience that a consumer has with a brand, product, service or organization. What has become clear in recent years is that the connection a consumer has with a service provider (and vice versa), is not only a connection from the conscious mind. Also factors that consumers perceive unconsciously, can have a major impact on the feeling that a consumer has about a brand, a product or an organization. And what is also clear now is that reason and emotion are not always parallel. Early 90s Fiske (1991) introduced his Relational Models Theory. This theory assumes that people primarily use four elementary models to establish and evaluate relationships. By now there are strong indications that the relational models used by a customer are an important factor in the customer experience (eg Aggarwal, 2004; Battacharya & Sen, 2003; McGraw & Tetlock, 2005; Kaltcheva & Parasuraman, 2009). While it is broadly accepted that these models are of fundamental importance, there is little research on the impact of these models on customer experience and customer behavior. The thesis Mastering Meaningful Customer Connections describes the results of a research project that was conducted from 2010-2013 among customers of six Dutch service providers in banking, insurance, utilities and social welfare. The purpose of the research project was to discover what the customer experience of these organisations was, what role relational models played in customer experience and whether it was possible to influence these relational models. The research project showed that relational models have an important influence on relational models. The research project has provided answers to the following questions: - Which relational models are used by customers and what is the influence of these models on customer experience? - What is the influence of digitisation in customer communication on relational models and customer experience? - What is the influence of personalisation in customer communication on relational models and customer experience? And finally, - Is it possible to influence relational models (and customer experience) by using specific words and images that are associated with relational models (relational framing)
Phraseological Units in "Nathan und seine Kinder" by Mirjam Pressler
Full text linkDiplomsko delo obravnava nemške frazeme, ki sem jih našla v mladinskem romanu Nathan und seine Kinder pisateljice Mirjam Pressler. Glavni cilj moje diplomske naloge je najti razlike in podobnosti v razmerju nemškega in slovenskega jezika.
Delo je razdeljeno na dva dela. V teoretičnem delu so podrobneje predstavljene osnove frazeologije, lastnosti frazemov in njihova uporaba v mladinski literaturi. Prav tako je nekaj besed namenjenih pisateljici Mirjam Pressler in njenemu delu. Empirični del obravnava frazeme najdene v romanu, jih primerja s slovenskimi ustreznicami ter na podlagi primerjave določi stopnjo ekvivalence.The following thesis will deal with idioms, found in the young adult novel Nathan und seine Kinder by author Mirjam Pressler. The main goal of the thesis is to establish the differences and similarities present when comparing idioms found in the German language, with those found in Slovenian.
The thesis is divided into two parts. The first is theoretical and features a presentation of the basics of phraseology, the characteristics of idioms and their use in young adult literature. A chapter is devoted to the authorMirjam Pressler and her work. The empirical part of the thesis deals with idioms found in the literary work itself, compares them with corresponding words in Slovenian and determines their level of equivalence based on said comparison
The role of warmth in the experience of hospitality: An exploratory study
Full text linkTo create positive customer experiences, the service industry is increasingly paying attention to hospitality. However, service organisations are in need of tools to improve the experience of hospitality of their customers. What service attributes result in an experience of hospitality? Research on hospitality has thus far focussed on service staff behaviour (Ariffin & Maghzi, 2012; Blain & Lashley, 2014; Tasci & Semrad, 2016). However, there is a lack of knowledge on the role of environmental attributes in the experience of hospitality. Besides Brotherton (2005), who showed that modern, clean, comfortable and bright are aspects people associate with hospitality, little is known about how the perception of attributes of the physical service environment contribute to our experience of hospitality. Research has shown that the experience of hospitality in service environments is represented by three factors: inviting, care and comfort (Pijls, Groen, Galetzka & Pruyn, 2017). These factors are expected to be triggered by mental concepts grounded in bodily sensations. According to embodied cognition theory, attributes we perceive with our senses result in bodily sensation, such as warmth, weight or distance, which in turn affect our mental state. Embodied cognition is the idea that emotions and thoughts not only originate in the brain, but that we also think and feel with our body (Lobel, 2014). We expect that embodied cognition is one of the mechanisms underlying the experience of hospitality, linking the experience of hospitality to the impact of the physical environment. As far as we know the theory of embodied cognition has not yet been studied in the context of hospitality. Mental warmth is one of the abstract metaphors grounded in a concrete experience, in this case in the sensation of physical warmth (Williams & Bargh, 2008; Lakoff and Johnson, 1999). This experiment explores the effect of the perceived physical warmth on the experience of mental warmth among customers of a theatre by examining the effect of cold versus warm furniture material and by examining the effect of cold versus hot drinks. Based on the studies performed by Williams and Bargh (2008) and IJzerman & Semin (2009) on the effect of holding cold versus hot drinks, it is expected that: H1 Touching and drinking a hot drink will lead to the experience of hospitality H2 Touching and drinking a hot drink will lead to the experience of physical warmth, and subsequently mental warmth, which will result an increased experience of hospitality, compared to touching and drinking a cold drink. H3 Sitting on furniture made of warm material will lead to the experience of hospitality H4 Sitting on furniture made of warm material will lead to the experience of physical warmth, and subsequently mental warmth, which will result an increased experience of hospitality, compared to touching and drinking a cold drink. The experience of hospitality will be measured in a theatre foyer. A 3 (warm versus neutral versus cold furniture material) x 2 (warm versus cold drink) between-subjects factorial design will be employed. Visitors to the theatre will be asked to fill in the survey, while holding and drinking either a warm or a cold drink, and while sitting either on warm, neutral or cold furniture. The experience of hospitality will be measured with the 13-item Experience of Hospitality Scale. Mental warmth will be measured by 5 questions, such as ‘the foyer has an intimate atmosphere’, ‘I’m warmly treated in this theatre’, ‘this theatre is a warm organisation’. Results are forthcoming
New Perspectives on Customer Relationships: How Relational Models Influence Customer Experience and How They Are Activated
Full text linkMuch research has been conducted into the determinants of customer experience. However, these studies do not include relationship norms as a possible determinant of customer experience. Nevertheless, there are strong indications that the
relationship norms used by a customer are an important factor in customer behavior and customer experience. The purpose of this paper is to investigate the influence of relational models on customer experience and to explain possible differences in presence of relational models. This paper describes the results of two studies. The first study focuses on the effects of relational models on customer experience. This first study shows that the type of relationship has a strong influence on customer experience in terms of consumption emotions, customer satisfaction, and recommendation intention. Knowing that differences in the presence of relational models have a strong influence on customer experience, a second study focuses on finding a possible explanation for the differences in the presence of relational models. We hypothesize that differences in the presence of relational models can be explained by how organizations approach their customers and how customers perceive the organization. Especially, the perceived organizational involvement and freedom of choice as perceived by the customer play an important role. The second study, therefore, focuses on the influence of perceived organizational involvement and freedom of choice on relational models. The study shows that organizational involvement and freedom of choice have a significant impact on the activation of relational models. The findings are interesting for organizations that want to improve customer experienc
The Benefits of Being Economics Professor A (and not Z)
Full text linkAlphabetic name ordering on multi-authored academic papers, which is the convention in the economics discipline and various other disciplines, is to the advantage of people whose last name initials are placed early in the alphabet. As it turns out, Professor A, who has been a first author more often than Professor Z, will have published more articles and experienced afaster growth rate over the course of her career as a result of reputation and visibility. Moreover, authors know that name ordering matters and indeed take ordering seriously: Several characteristics of an author group composition determine the decision to deviate from the default alphabetic name order to a significant extent.performance measurement, incentives, economists, name ordering
Impact van muziekgenre op stations- en tijdbeleving in een virtueel station
Full text linkIn deze studie is verondersteld dat door het toevoegen van de juiste muziek op een perron wachtende reizigers een optimaal niveau van prikkels geboden wordt wat leidt tot een positievere stations- en wachttijdbeleving. Bij een optimaal niveau van prikkels wordt de „hedonic tone’ (veel plezier, hoog rapportcijfer) verhoogd. Om het optimale niveau van prikkels te bereiken is de context van belang: de Reversal Theory voorspelt dat op rustige momenten en voor lustreizigers stimulerende muziek en op drukke momenten en voor mustreizigers rustgevende muziek een positief effect heeft. Een positievere „hedonic tone’ werkt door op de wachttijdbeleving; beleven de reizigers plezier, dan ervaren ze de wachttijd positiever (de wachttijd is aangenamer, acceptabeler) en lijkt de wachttijd minder lang te duren. De gevonden resultaten sluiten inderdaad aan bij de Reversal Theory. Het blijkt dat op rustige momenten stimulerende muziek leidt tot een hogere hedonic tone (meer plezier en een hoger rapportcijfer voor het station) dan rustgevende muziek. Op drukke momenten beleven reizigers juist meer plezier wanneer rustgevende muziek wordt gedraaid in vergelijking met stimulerende muziek. Ook blijkt, conform de Reversal Theory, rustgevende muziek voor mustreizigers en stimulerende muziek voor lustreizigers te leiden tot een positievere wachttijdbeleving te leiden. Een opvallende conclusie is dat de combinatie tussen muziek en drukte vooral gevonden wordt op de variabelen die de stationsbeleving meten en de combinatie tussen muziek en type reiziger meer de wachttijdbelevingsvariabelen beïnvloedt (alleen bij lustreizigers). Must- en lustreizigers onderscheiden zich blijkbaar sterker in hun preoccupatie met de tijd dan reizigers die reizen op drukke versus rustige tijden. Op basis van de bevindingen kan een muziekprogrammering worden opgesteld met als doel de hedonic tone te verhogen en de wachttijdperceptie te verkorten
De invloed van kleur en licht op de stationsbeleving: Gekleurd licht op het perron: een veldstudie
Full text linkDe aanname van deze studie is dat kleur in combinatie met licht leidt tot een positievere stations- en wachttijdbeleving, doordat de wachtende reizigers een optimaal niveau van prikkels ervaren, waardoor de „hedonic tone’ stijgt. Een positievere „hedonic tone‟ werkt door op de wachttijdbeleving; beleeft men plezier, dan ervaart men de wachttijd positiever. In de Reversal Theory speelt ook de context een belangrijke rol; in een drukke prikkelende omgeving wensen reizigers geen extra prikkels, maar in een rustige en weinig prikkelende omgeving staan reizigers juist wel open voor extra prikkels. De resultaten zijn conform deze theorie, waarbij de kleuren op het perron niet alleen als meer prikkelend, kleurrijker en warmer wordt ervaren, maar bij een lage lichtintensiteit ook tot positievere wachttijdbeleving en stationsevaluatie leiden. Geconcludeerd kan worden dat perrons als saai, grijs en onaantrekkelijk worden ervaren en dat het toevoegen van kleur positieve effecten heeft. Uit de interactie effecten tussen kleur en licht blijkt dat het aantal prikkels complementair is: een laag lichtniveau en kleuren leiden vooral in een rustige omgeving tot een positievere hedonic tone en een positievere wachttijdbeleving. Blijkbaar zorgt een optimaal niveau aan prikkels door een juiste mix van lichtintensiteit, stimulatie van de kleur en drukte tot een congruente processing fluency, waarbij mensen zich prettiger voelen. Bij het toevoegen van kleur en licht in een perronomgeving is daarom van belang dat rekening wordt gehouden met de drukte op het perron. Alleen een zorgvuldige afstemming van de juiste kleur in combinatie met de juiste lichtsterkte zorgt voor een positievere stations- en wachttijdbeleving
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