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An Enhanced Model For Managing Change In Organizations, Thomas A. Pollack, John M. Lanasa, Dorene Ciletti
An Enhanced Model For Managing Change In Organizations, Thomas A. Pollack, John M. Lanasa, Dorene Ciletti
Journal of Applied Marketing Theory
Change has become a “way of life” in organizations. The pace of change has increased substantially in recent years as a result of issues such as the pressures of global competition the impact of the Internet, customer demands and ever changing enhancement of technical capabilities. These changes affect what people do and how they fulfill their responsibilities, and therefore, there are varied reactions Historically, failures in change implementation have not been attributable to a lack of technical feasibility and functionality but instead have been the result of employee resistance. The difficulty of implementing organizational change has presented an ongoing challenge …
Exploring The Factors Affecting The Perceived Program Quality Of International Sports Education Programs: The Case Of A Chinese Sports University, Luke Lunhua Mao, James Zhang
Exploring The Factors Affecting The Perceived Program Quality Of International Sports Education Programs: The Case Of A Chinese Sports University, Luke Lunhua Mao, James Zhang
Journal of Applied Marketing Theory
This study explored and tested factors affecting the perceived quality of international sports education provisions in the context of a Chinese sports university. Based on a comprehensive literature review, on-site observations, interviews with students and administrators, and a test of content validity by a panel of experts, a questionnaire was developed and administered to 61 international students attending a sports university in China. An exploratory factor analysis produced five factors related to perceived program quality, with 22 items retained (i.e., leaning environment, service orientation, administrative professionalism, content assurance, and academic growth). Hierarchical regression analyses revealed that these program quality factors …
Consumer Response To Outsourced 1-800 Calls: It’S The Solution Not The Country, Richard Feinberg, Wenti Xu, Leigh Hokama
Consumer Response To Outsourced 1-800 Calls: It’S The Solution Not The Country, Richard Feinberg, Wenti Xu, Leigh Hokama
Journal of Applied Marketing Theory
The growth of call center outsourcing and its emergence as a political and economic issue may have obscured some very important business and consumer issues. It is believed by many that consumers cannot be satisfied when calls are outsourced (offshored to India for example). The purpose of this study is to understand the relationship between where a call is answered and what happened on that call. In this study call outsourcing is placed within the well understood area of country-oforigin effects. Two experiments were completed in which outsourced country was manipulated with call outcome (resolution or no resolution). The findings …
Moral Foundation Theory And Marketing, Steve Lemay, James Coleman, Dave Mcmahon
Moral Foundation Theory And Marketing, Steve Lemay, James Coleman, Dave Mcmahon
Journal of Applied Marketing Theory
In setting the stage for Moral Foundations Theory (MFT), Jon Haidt (2004) identified five foundations of intuitive ethics: 1) harm/care; 2) fairness/reciprocity; 3) ingroup/loyalty; 4) authority/respect; 5) and purity/sanctity. Each foundation could have implications for the content of marketing messages, but this research is the first attempt to test those implications in specific markets with specific products. This research explores the practical, promotional uses of John Haidt’s Moral Foundation Theory. Haidt’s work shows a strong relationship between his moral foundations and political orientation. Since marketers can readily get political data at the county level in the United States, these foundations …
The Role Of Customer Loyalty To The Salesperson In Generating Premium Revenue For Retailers, Ronald A. Clark, James J. Zboja, Clay M. Voorhees
The Role Of Customer Loyalty To The Salesperson In Generating Premium Revenue For Retailers, Ronald A. Clark, James J. Zboja, Clay M. Voorhees
Journal of Applied Marketing Theory
The findings of this research underscore the relative importance of loyalty to the salesperson, when compared with retailer trust and satisfaction, on outcomes such as loyalty to the retailer and a consumer’s willingness to pay price premiums. This research also demonstrates that loyalty to the salesperson has a diminished effect on both outcomes when the merchandise is perceived as being high quality. The findings suggest that managers need to be aware of potential contingency factors that may affect relationships within the service profit chain. Moreover, the results reveal that consumers make holistic evaluations of services and consider both the physical …
Psychographic Segmentation In A Unique Service Industry: A Typology Based On Consumers’ Levels Of Consumption Of Live And Media-Based Spectator Sports, Tammy Mccullough, Sam Fullerton
Psychographic Segmentation In A Unique Service Industry: A Typology Based On Consumers’ Levels Of Consumption Of Live And Media-Based Spectator Sports, Tammy Mccullough, Sam Fullerton
Journal of Applied Marketing Theory
The purposes of this study were twofold. First a typology for the categorization of consumers of spectator sports based solely upon their levels of consumption as members of both the live and the media-based audiences was developed. The four segments were given names based upon the individuals’ levels of consumption as members of both of the two alternative audiences. Specifically, the resulting segments comprised the sports-immersed fans, venue-based enthusiasts, media-based fans, and sports contrarians. Subjects also responded to a set of 34 sports-oriented psychographic statements which allowed for lifestyle-based profiles to be developed for each of the four designated segments. …
Editors' Comments For Jamt Volume 3, Number 1, Michael Mccall
Editors' Comments For Jamt Volume 3, Number 1, Michael Mccall
Journal of Applied Marketing Theory
Editors' comments and issue cover for volume 3, issue 1.
Customer Complaint Handling: The Importance Of Employee Training For Customer Service, Nader Shooshtari, Shawn Clouse, Simona Stan
Customer Complaint Handling: The Importance Of Employee Training For Customer Service, Nader Shooshtari, Shawn Clouse, Simona Stan
Journal of Applied Marketing Theory
Providing superior customer service and having effective and efficient customer complaint handling procedures are critical to a firm’s success in the marketplace. This paper reports on a survey of Chamber of Commerce members in a community with a population of about 65,000 people with regard to their customer complaint handling policies and practices. The findings indicate that firms which train customer service employees in customer complaint handling are likely to collect, record, and respond to customer feedback and complaints in a more systematic way than those firms which do not provide such training. These firms are also more likely to …
An Empirical Taxonomy Of Tourist Information Search Strategies, Stephen W. Clopton, James E. Stoddard, Mike R. Evans
An Empirical Taxonomy Of Tourist Information Search Strategies, Stephen W. Clopton, James E. Stoddard, Mike R. Evans
Journal of Applied Marketing Theory
An empirical taxonomy of tourists’ information search strategies is developed based on a survey of a large sample of tourists. The taxonomy reveals five different information search strategies. Each search strategy consists of the combination of individual information sources used by tourists in pre-trip planning. The five information search strategies are related to select tourist demographic characteristics, trip activities, accommodation choices, and general media preferences. The results indicate a multivariate relationship between tourist demographics and information search strategies. Furthermore, information search strategies are related to tourists’ preferred trip activities and choice of accommodations. Implications of the taxonomy for tourism marketing …
Understanding The Service Environment: How Does Music, Color, And Aroma Impact Customers?, Anita Whiting
Understanding The Service Environment: How Does Music, Color, And Aroma Impact Customers?, Anita Whiting
Journal of Applied Marketing Theory
Service environments area critical component of the service organization. However, most managers don’t understand how variables in the service environment impact their customers. Therefore, this article seeks to explain how three common and relatively inexpensive service environment variables impact customers. In particular, this article provides an in-depth review and analysis of findings on music, color, and scent. This synthesis of service environment literature helps managers and researchers better understand the mechanisms and effects of music, color, and aroma. In addition to promoting understanding of these variables in the service environment, this article also provides many managerial implications and guidelines for …
Control And Fairness In Customer Service, Odile J. Streed, Albert Kagan
Control And Fairness In Customer Service, Odile J. Streed, Albert Kagan
Journal of Applied Marketing Theory
Using the concept of “role theories”, the notions of fairness, freedom versus control, and psychological reactance this article examines how these human factors interact in quick service restaurant (QSR) encounters. This research measures the degree of improvement in customer satisfaction as choices offered to customers, employees’ involvement and speed of delivery, vary. Compensatory effects between control and fairness indicate that QSR chains with a strong tradition of control could introduce fairness attributes into the service encounter and increase customer satisfaction without substantially changing existing operating processes. Traditional QSR models may improve competitiveness and strengthen brand image by developing a stronger …
Research-Teaching Linkages: Beyond The Divide In Undergraduate Medicine, Margaret Macdougall
Research-Teaching Linkages: Beyond The Divide In Undergraduate Medicine, Margaret Macdougall
International Journal for the Scholarship of Teaching and Learning
This survey-based study investigates the plausibility of the existence of a research-teaching nexus specifically within the context of supervised senior undergraduate medical student research. This particular nexus is defined in terms of benefits to teaching arising a) directly, through the supervisor designing the research environment as a pedagogical tool to enhance student learning and b) indirectly, through curriculum revisions arising from student research. Informed by the writings of Marcia B. Baxter Magolda and Ron Barnett, survey questions were designed to measure evidence for higher forms of learning and preparation for a supercomplex world. Supervisors were also invited to reflect on …
Innovative Conference Curriculum: Maximizing Learning And Professionalism, Nancy Hyland, Jeannine Kranzow
Innovative Conference Curriculum: Maximizing Learning And Professionalism, Nancy Hyland, Jeannine Kranzow
International Journal for the Scholarship of Teaching and Learning
This action research study evaluated the potential of an innovative curriculum to move 73 graduate students toward professional development. The curriculum was grounded in the professional conference and utilized the motivation and expertise of conference presenters. This innovation required students to be more independent, act as a critical friend, and be a part of a professional learning community. Faculty assumed the role of faculty guide, which altered both the faculty and student course experience. Student professional development findings are discussed. Results indicate that this type of curriculum can be highly effective for a graduate course. Recommendations for future research are …
Personal Reflection: Transforming Teaching Practice Through Action Research: The Role Of The Scholarship Of Teaching And Learning, Kalpana Goel
International Journal for the Scholarship of Teaching and Learning
This reflective piece describes my experiences of teaching practice in an Indian University and my transformed practice as a result of enrolment in the Graduate Certificate in Education (University Teaching) in an Australian university. I enrolled in this course with hesitation, considering it time consuming and likely to detract from any focus on research. However, the experiences and learning in different modules of the graduate certificate became instrumental in producing an action researcher from a standard academic. In this essay, I will share my engagement with the scholarship of teaching and learning through an action research project which has transformed …
The Effects Of Teacher Behaviors On Students' Inclination To Inquire And Lifelong Learning, Chad N. Loes, Kem Saichaie, Ryan D. Padgett, Ernest T. Pascarella
The Effects Of Teacher Behaviors On Students' Inclination To Inquire And Lifelong Learning, Chad N. Loes, Kem Saichaie, Ryan D. Padgett, Ernest T. Pascarella
International Journal for the Scholarship of Teaching and Learning
This study estimated the effects of teacher organization, clarity, classroom challenge and faculty expectations, support, and prompt feedback on students’ inclination to inquire and lifelong learning during the first year of college. Controlling for a battery of potential confounding influences, teacher organization was positively associated with gains in students’ Need for Cognition, while instructor clarity, classroom challenge/high expectations, and prompt feedback resulted in gains in both Need for Cognition and Positive Attitudes Toward Literacy. Lastly, it appears that the influence of teacher support on students’ Need for Cognition is conditional by level of tested academic preparation.
Reflections On A Teaching Commons Regarding Diversity And Inclusive Pedagogy, Michelle Glowacki-Dudka, Jennifer Murray, David Concepción
Reflections On A Teaching Commons Regarding Diversity And Inclusive Pedagogy, Michelle Glowacki-Dudka, Jennifer Murray, David Concepción
International Journal for the Scholarship of Teaching and Learning
Recently, twenty-one instructors at a Midwestern university participated in a faculty development seminar entitled, “Developing Pedagogies to Enhance Excellence and Diversity.” They designed a pedagogical change for the following academic year based on the workshop. During the following year, we collected data on the workshop participants through surveys and interviews to discover if they had implemented the proposed changes and what they discovered in the process. Thirteen of the twenty-one participants responded to our request for information and nine implemented their proposed changes during our data collection. Reviewing the data, we found three areas where participants made changes: application of …
Editor's Comment, Alan Altany
Editor's Comment, Alan Altany
International Journal for the Scholarship of Teaching and Learning
No abstract provided.
Who Is Entitled To Do Sotl?, Marilla Svinicki
Who Is Entitled To Do Sotl?, Marilla Svinicki
International Journal for the Scholarship of Teaching and Learning
Excerpt: The title of this essay derives from an earlier essay by Lee Shulman (2011) in which he asks this very question along with many others about the future of SoTL. His question was prompted by a challenge that he received from someone in the area of science education research to the effect that SoTL was inviting non-experts to attempt what is a very complex and rigorous task after very little training. When I read that essay, my reaction was “Yes, that’s right! I’ve had that same question myself. How can we expect a discipline-based expert to develop expertise …
Using Undergraduates' Digital Literacy Skills To Improve Their Discipline-Specific Writing: A Dialogue, Nancy November, Karen Day
Using Undergraduates' Digital Literacy Skills To Improve Their Discipline-Specific Writing: A Dialogue, Nancy November, Karen Day
International Journal for the Scholarship of Teaching and Learning
As two lecturers from quite different disciplines—Population Health and Musicology—we faced a common instructional challenge: how to improve the standard of student writing in our first-year courses for non-majors, and thus to invite our students into the discourses of our disciplines. We collaborated in the design of a sequence of online writing assignments for our separate courses, which would address this question. We were inspired by the high-level digital literacy skills of our students, which we sought to use in similar ways to improve the students’ other literacy skills, especially disciplinespecific writing skills. Drawing on educational design research methodology, we …
Multitasking In The University Classroom, Lydia Burak
Multitasking In The University Classroom, Lydia Burak
International Journal for the Scholarship of Teaching and Learning
Although research evidence indicates that multitasking results in poorer learning and poorer performance, many students engage with text messaging, Facebook, internet searching, emailing, and instant messaging, while sitting in university classrooms. Research also suggests that multitasking may be related to risk behaviors. This study’s purpose was to describe the multitasking behaviors occurring in university classrooms and to determine relationships between multitasking and risk behaviors. Surveys assessing multitasking, grades, and risk behaviors were completed by 774 students. Results show that the majority of students engage in classroom multitasking, which is significantly related to lower GPA and an increase in risk behaviors.
The ‘Facebook' Effect: College Students' Perceptions Of Online Discussions In The Age Of Social Networking, Nicole E. Hurt, Gregory S. Moss, Christen L. Bradley, Lincoln R. Larson, Matthew Lovelace, Luanna B. Prevost, Nancy Riley, Denise Domizi, Melinda S. Camus
The ‘Facebook' Effect: College Students' Perceptions Of Online Discussions In The Age Of Social Networking, Nicole E. Hurt, Gregory S. Moss, Christen L. Bradley, Lincoln R. Larson, Matthew Lovelace, Luanna B. Prevost, Nancy Riley, Denise Domizi, Melinda S. Camus
International Journal for the Scholarship of Teaching and Learning
Despite the growing prominence of Facebook in the lives of college students, few studies have investigated the potential of these innovative web-based communication tools for engaging students in academic discussions. This study used a pre-test, post-test design in two introductory-level courses at a large public university to compare students’ (n = 107) perceptions of, attitudes toward, and perceived learning associated with two different online discussion tools: the Facebook group forum and a university-sponsored online tool. Although pre-course surveys indicated that few students enjoyed online discussions, postcourse analysis revealed significant changes in students’ opinions regarding the value and functionality of web-based …
Student Motivations For Choosing Online Classes, Heidi S. Harris, Elwyn W. Martin
Student Motivations For Choosing Online Classes, Heidi S. Harris, Elwyn W. Martin
International Journal for the Scholarship of Teaching and Learning
Increasing budget pressures on universities are causing many to turn to online education to solve their budget woes. However, as the marketplace for online learning expands, so does the opportunity for students to become ever more selective of the programs and universities they choose. The researchers sought to identify those factors that motivate students to choose or not choose to take online courses at Eastern Oregon University (EOU). Furthermore, students currently enrolled at EOU were asked to identify the interactions and services they would like to see increase at the university. Results of the survey are discussed in light of …
Flow In The Community College Classroom?: An Autoethnographic Exploration, Amanda Latz
Flow In The Community College Classroom?: An Autoethnographic Exploration, Amanda Latz
International Journal for the Scholarship of Teaching and Learning
Flow theory has not been previously applied to faculty experiences in higher education. Upon carrying out this autoethnographic self-study, I discovered that my experiences as a community college instructor were riddled with periods of being in flow. During the spring academic semester of 2010, I created weekly journals of my teaching life. Then, I coded and analyzed the journals and three themes were generated: preparation rituals, feedback, and solidarity. This self-study provided me with a wealth of knowledge about my own teaching and could assist others in understanding their own teaching experiences. It also highlighted the importance of affect in …
Fostering Ecological Citizenship: The Case Of Environmental Service-Learning In Costa Rica, Jennifer Rebecca Kelly, Troy D. Abel
Fostering Ecological Citizenship: The Case Of Environmental Service-Learning In Costa Rica, Jennifer Rebecca Kelly, Troy D. Abel
International Journal for the Scholarship of Teaching and Learning
The intent of this study was to explore how experiential education fosters ecological or environmental citizenship. In this context, we investigated the impact of international environmental service-learning in a college course. Specifically our research question was does environmental service-learning have an effect on ecological citizenship? Using a multimethod approach of both qualitative and quantitative instruments our study drew on 13 participant interviews, 19 student journals and 10 survey responses. Employing variables from the Value-Belief-Norm Theory our findings suggest that environmental service-learning experiences impact both awareness of environmental consequences and personal normative beliefs. We conclude that ecological citizenship was indirectly impacted …
Promoting Research To The Masses: Assessing The Impact Of A Poster Walk, Denise R. Adkins, Julie S. Lyon
Promoting Research To The Masses: Assessing The Impact Of A Poster Walk, Denise R. Adkins, Julie S. Lyon
International Journal for the Scholarship of Teaching and Learning
Poster sessions are often used to educate communities. In this paper, we describe a project in which students summarized research findings on child development issues in poster form and showcased their work to the campus community. Through a variety of assessments, we show that poster walk participants not only enjoyed the event but also became more knowledgeable about child development issues.
Influencing Student Beliefs About The Role Of The Civil Engineer In Society, Susan Nesbit, Robert Sianchuk, Jolanta Aleksejuniene, Rebecca Kindiak
Influencing Student Beliefs About The Role Of The Civil Engineer In Society, Susan Nesbit, Robert Sianchuk, Jolanta Aleksejuniene, Rebecca Kindiak
International Journal for the Scholarship of Teaching and Learning
This study suggests that community service learning experiences facilitate the reconstruction of civil engineering student beliefs about both the type of work performed by civil engineers and the broad impact of civil engineering knowledge. Further, the service learning experiences highlight for students 1) the importance of relationships between people, 2) the value of variations in perspective, and 3) the responsibilities of civil engineers in society as holders of expert knowledge. Meta-cognitive and self-regulated learning activities may be the mechanisms by which student beliefs evolve during service learning. Therefore, the quality of community service learning experiences may be enhanced by increasing …
Improving The Development Of Student's Research Questions And Hypotheses In An Introductory Business Research Methods Course, Laurie Strangman, Elizabeth Knowles
Improving The Development Of Student's Research Questions And Hypotheses In An Introductory Business Research Methods Course, Laurie Strangman, Elizabeth Knowles
International Journal for the Scholarship of Teaching and Learning
In an introductory research methods course, students often develop research questions and hypotheses that are vague or confusing, do not contain measurable concepts, and are too narrow in scope or vision. Because of this, the final research projects often fail to provide useful information or address the overall research problem. A Lesson Study approach was used to develop a new lesson that models the development of research questions and hypotheses and provides multiple opportunities for students to practice this skill. Two tools were also developed to help students navigate this process, and the learning outcomes of the lesson were clearly …
Student Opinions And Preferences Regarding Personal Response Systems In The Graduate Physical Therapy Classroom: A Mixed-Methods Inquiry, Andi Beth Mincer, Anne W. Thompson
Student Opinions And Preferences Regarding Personal Response Systems In The Graduate Physical Therapy Classroom: A Mixed-Methods Inquiry, Andi Beth Mincer, Anne W. Thompson
International Journal for the Scholarship of Teaching and Learning
Little investigation has been conducted on the use of Personal Response Systems (PRS) in either graduate-level courses or health professions education. Through anonymous participation in focus groups, graduate physical therapy students described specific aspects of PRS that they felt facilitated their learning, as well as aspects that hindered their learning. A Likert-type survey was constructed based on focus group outcomes and was offered to the entire population of physical therapy students at our institution. Results indicated that PRS was perceived to be useful for examination preparation, application of concepts, facilitation of discussion, and immediate feedback. Participants perceived cost and technical …
Higher Education Students’ Reflections On Learning In Times Of Academic Language Shift, Anne Marie Kagwesage
Higher Education Students’ Reflections On Learning In Times Of Academic Language Shift, Anne Marie Kagwesage
International Journal for the Scholarship of Teaching and Learning
This article deals with the current debate on the use of English as the only medium of instruction in contexts where it is a second or foreign language. More specifically, it investigates Rwandan students’ reflections on using English as the sole medium of instruction in their everyday higher education academic activities. The study is mainly based on individual interviews from students at a University in Rwanda, where the language in education policy has changed considerably over the last decade. The findings suggest that students face different challenges and difficulties in using the newly adopted language of learning and teaching. They …
Why University Students Don't Read: What Professors Can Do To Increase Compliance, Mary E. Hoeft
Why University Students Don't Read: What Professors Can Do To Increase Compliance, Mary E. Hoeft
International Journal for the Scholarship of Teaching and Learning
This article reports findings from two studies assessing reading compliance among first semester freshmen at a small Midwestern two-year liberal arts university. The first study assessed reading compliance of students enrolled in two sections of First Year Seminar, finding that 46% of students reported that they read assignments, yet only 55% of those students were able to demonstrate the most basic level of comprehension of the material they claimed to have read. Reasons most frequently cited by students to explain their failure to read and advice that noncompliant readers say will increase their compliance are identified. The second study assessed …