329,353 research outputs found
Risk Adjusted Productivity Measures
No full textRisk, Productivity measures, DEA, Hyperbolic distance function, Panel data, Productivity Analysis, Research Methods/ Statistical Methods, Risk and Uncertainty,
Employee emotional competence and service recovery satisfaction: the mediating role of consumer forgiveness
No full textPurpose: Employees' emotional competence (EEC) is gaining increasing attention in service failure and recovery research. This study investigates the mediating role of consumer forgiveness between perceived EEC and recovery satisfaction among casual dining consumers. Additionally, this study examines the effect of perceived EEC on recovery satisfaction across process failure vs outcome failure. Design/methodology/approach: A critical incident technique (CIT) in conjunction with a self-administered online survey was carried out. Using the snowball sampling technique, a total of 204 useable responses were collected. To test the hypotheses, this study used partial least squares structural equation modeling (PLS-SEM). Findings: The study finds that perceived EEC influences service recovery satisfaction. Additionally, the study identifies the mediating role of consumer forgiveness in the relationship between perceived EEC and recovery satisfaction. Multi-group moderation analysis shows that the relationship between perceived EEC and recovery satisfaction is weaker in process failures as compared to outcome failures. Practical implications: Based on obtained results, this study recommends that after service failure consumer forgiveness and subsequent recovery satisfaction can be obtained with perceived EEC. To do so, managers need to incorporate emotional competence while recruiting and training the employees. Moreover, managers need to train employees on failure types and respective recovery strategies. Lastly, the study suggests that in emerging markets managers should pay greater emphasis on process failure, because such failure decreases customer satisfaction greatly than outcome failure. Originality/value: To the authors' knowledge, this is the first study that investigates the impact of perceived EEC on consumer forgiveness which subsequently determines the recovery satisfaction in the emerging markets. It extends the application of the emotional contagion and affect infusion theories by exposing the effect of perceived EEC on recovery satisfaction through consumer forgiveness. In addition, the study provides insights that the influence of perceived ECC on recovery satisfaction significantly varies across service failure types
Effect of employee emotional competence on customer emotional attachment: the roles of service recovery satisfaction and service failure severity
No full textPurpose: This study aims to enhance our understanding of employee emotional competence (EEC) in the context of service failure and recovery. Accordingly, the present study investigates the relationship between perceived EEC and customer emotional attachment (CEA) through the mediating role of service recovery satisfaction (RES). Furthermore, the study examines the moderating impact of service failure severity (SFS) on the relationship between perceived EEC and RES. Design/methodology/approach: A self-administered online survey was carried out to collect data. Using a convenience sampling technique, 195 US consumers were recruited from Prolific Academic. To test the hypotheses, this study employed partial least squares structural equation modeling (PLS-SEM). Findings: According to the analysis, perceived EEC impacts CEA directly and indirectly via RES. Additionally, the study finds that consumers reported feeling more emotionally connected to the restaurant when they were satisfied with service recovery. Finally, the study identified that the connection between perceived EEC and RES increases with service failure severity. Practical implications: This study emphasizes enhancing EEC through organization-wide training to increase customer satisfaction and emotional attachment to the service organization. Furthermore, it underscores the need for comprehensive employee training to categorize service failure severity and formulate appropriate recovery strategies. Originality/value: The authors believe this is the first RES study to examine perceived EEC’s effect on CEA. By combining the affect infusion and cognitive appraisal theories to examine recovery satisfaction, this study contributes to the existing body of research on service recovery by shedding light on the relationship between perceived EEC and CEA. Furthermore, the study offers preliminary findings indicating an increase in the impact of perceived EEC on RES during high failure severity (SFS)
Diffusive author(s), cohesive author: Analysis of S/N (1994)
No full textThis study indicates the ways in which various aspects of the author(s) are brought forth in Dumb type’s performance art, the S/N production. Previous research has suggested a non-hierarchical organization of Dumb type and the absence of a “privileged author” in Dumb type’s collaborative work, S/N. However, the results that I have investigated from member’s interviews on the creative process of S/N along with my analysis of the recorded images of S/N, indicate a different aspect of the author(s). First, S/N was created through, so to speak, the collective ideas of the members of Dumb type. Further, S/N has at least nine quotations from previous performances, installations, and printed writings, besides the work-in-progress technique. Explicating one of the “author functions” as given by Michel Foucault, each text has plural subjects of the author. However, it has been revealed from members’ interviews that Teiji Furuhashi had a decision-making role in selecting the members’ ideas within the performance. Since then, S/N has had plural subjects of creation; however, Furuhashi is one of the subjects of creation along with the “privileged author.” S/N has plural authors (diffusive authors) yet at the same time, it has a “privileged author,” Teiji Furuhashi (cohesive author)
370 An Analysis of Deviations of Register in T. S. Eliot's Poem The Love Song of J
No full textABSTRACT This paper analyses T. S. Eliot's poem The Love Song of J.Alfred Prufrock as a piece of literary collage by way of exploring various deviations of register in it. T. S. Eliot's modern poetic sensibility, in its creative processes, tends to hug the shores of different registers, discourses and disciplines of knowledge. The words that he borrows from registers of medical profession, marine world, smoky atmosphere, polluted urban landscapes, religion, commonplace and absurd current cultural behaviours and literature are metaphorised and proverbialised in his literary collage. Their surrealistic nature does at once familiarize them with the reader. This orientation of modernity helps the poet to portray skillfully the feelings, situations and dimensions of modern life actualized through characters like Prufrock. The study at the lexical, phrase and clause level consists of three phases of identification, description and interpretation of the violations of poetic register in the poem. These borrowings from different registers and discourses are not only to defamiliarise and foreground the text; they also betray the exact size and colour of the psychological conditions and emotions of the persona. These irregularities of content that point towards the unification of modern learning and knowledge are the chief sources to prove strength, shine and weave of the modern poem. Language in India www.languageinindia.com 12 : 1 January 2012 Muhammad Saleem, M.Phil
Going Beyond Counting First Authors in Author Co-citation Analysis
No full textThe present study examines one of the fundamental aspects of author co-citation analysis (ACA) - the way co-citation
counts are defined. Co-citation counting provides the data on which all subsequent statistical analyses and mappings
are based, and we compare ACA results based on two different types of co-citation counting - the traditional type that
only counts the first one among a cited work's authors on the one hand and a non-traditional type that takes into
account the first 5 authors of a cited work on the other hand. Results indicate that the picture produced through this non-traditional author co-citation counting contains more coherent author groups and is therefore considerably clearer. However, this picture represents fewer specialties in the research field being studied than that produced through the traditional first-author co-citation counting when the same number of top-ranked authors is selected and analyzed. Reasons for these effects are discussed
Forensic psychiatry: Where law and mental health combine
No full textArticle as accepted for publication in Student BMJ published by BMJ Publishing GroupThis article has been published in Timbrall, S., Thompson, N., Saleem, Y. & Khalifa, N. (2010). Forensic Psychiatry: Where law and mental health combine. Student BMJ, 18 following peer review and can be viewed on the journal's website at http://student.bmj.com/student/view-article.html?id=sbmj.c6941http://student.bmj.com/student/view-article.html?id=sbmj.c694
Knox-Saleem kinetic performance limits in liquid chromatography—A contemporary tutorial
No full textThe kinetic performance limits evaluated by Knox and Saleem in 1969 are reevaluated herein. Published 55 years ago, the original study did not address several key features of contemporary chromatography. The following features of chromatographic analyses were assumed in the source: • The static operations (isothermal isobaric GC, isocratic isothermal isobaric LC). • The columns packed with discrete particles. • The columns were optimized to deliver the smallest plate height.Additionally, currently obsolete parameters and notations were used complicating comprehension of the original study.In this tutorial focusing mostly on LC, the original Knox-Saleem study is extended to gradient elution LC, to the columns with arbitrary structure (open, packed, pillar array, monolithic, etc.) and to suboptimal operations – all expressed in contemporary notations. The study is based on previously published basic structure-independent equations of column kinetic performance.Some conclusions of this tutorial are different from previous ones. It has been concluded herein that at any pressure (no matter how low) any separation performance (no matter how high) can be achieved as long as the analysis time is acceptable. This seems to contradict with Knox-Saleem statement suggesting that there is “the critical pressure below which a separation number S cannot be achieved however much time is available.” Similar statement was also previously known from Giddings (1962): “critical pressure, pc, the inlet pressure below which a [required, LB] separation can never be obtained”
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