Business Commons^™

Customer Envy At Service Encounters, Gerardo Anaya

Open Access Theses

Envy has been regarded as a complex emotion which can produce both positive and negative outcomes for consumers. This study explored the subjective experience of customer envy at service encounters in order to better understand how customers respond to unflattering comparisons with an envied customer. A questionnaire was designed to measure the cognitive appraisals, emotional responses, and consequences of customer envy. Study participants were also asked to share their envy incidents in the survey. A sample of 300 participants was collected and used for analysis. The findings illustrate that distinctively different patterns of cognitive appraisals such as preferential treatment, are …

Explaining Implicit And Explicit Affective Linkages In It Teams: Facial Recognition, Emotional Intelligence, And Affective Tone, Mary M. Dunaway

Graduate Theses and Dissertations

Over 80 percent of task work in organizations is performed by teams. Most teams operate in a more fluid, dynamic, and complex environment than in the past. As a result, a growing body of research is beginning to focus on how teams’ emotional well-being can benefit the effectiveness of workplace team efforts. These teams are required to be adaptive, to operate in ill-structured environments, and to rely on technology more than ever before. However, teams have become so ubiquitous that many organizations and managers take them for granted and assume they will be effective and productive. Because of the increased …

May I Help You? How Stereotypes And Innuendoes Influence Service Encounters, Lauren Michelle Brewer

Doctoral Dissertations

"You only get one chance to make a good first impression." The dissertation focuses on marketing agents; among the most visible is the "service provider." Previous research establishes the important role of cognitive social schemata in determining the way consumers react to different types of marketing agents, including service providers. In the literature review, a classification schema is developed for service provider stereotypes derived from theory using social stereotypes. The development of the Service Provider Perception Framework (SPPF) creates a classification for the individual service provider along two main dimensions: competence and affect.

In services design (particularly situations involving a …

The Image Of Psychology Programs: The Value Of The Instrumental-Symbolic Framework, Greet Van Hoye, Filip Lievens, Britt De Soete, Nele Libbrecht, Eveline Schollaert, Dimphna Baligant

Research Collection Lee Kong Chian School Of Business

As competition for funding and students intensifies, it becomes increasingly important for psychology programs to have an image that is attractive and makes them stand out from other programs. The current study uses the instrumental-symbolic framework from the marketing domain to determine the image of different master's programs in psychology and examines how these image dimensions relate to student attraction and competitor differentiation. The samples consist of both potential students (N = 114) and current students (N = 68) of three psychology programs at a Belgian university: industrial and organizational psychology, clinical psychology, and experimental psychology. The results demonstrate that …

Gap Between Hospitality Employers' Demands And Hospitality Students' Perceptions Regarding Entry-Level Managers' Requirements In The United States, Yijun Huang

Open Access Theses

This study aims to identify the gap between recruiters and students regarding what knowledge, skills and abilities are most needed for graduates to secure entry-level managers in the hospitality industry. Previous literature used different approaches to attain a similar idea that students and recruiters do have different opinions, especially for those intrinsic or person-related characteristics. The researcher borrowed statements from different researchers and added two statements to make up the missing part of previous research and then combined, split and revised these statements to see whether students' thinking matched the industry's thinking. The results showed that recruiters generally ranked these …

An Exploratory Study Of Hotel Manager Side-Taking Behavior And Its Influence On Employee Unfairness Perception And Negative Emotion, Yan Zhou

Open Access Theses

It is not rare that hotel managers show inconsistent attitudes and behaviors in front of customers and employees in their daily work. With limited time and resource, sometimes it is inevitable that hotel managers present certain tendencies to side with one party over the other when service failures occur between the two groups. However, in academia few studies have discussed these side-taking phenomena. The present researcher conducted an exploratory study about their definition and influence on hotel employees. Two video-based experiments were conducted and their results testified to the hypotheses that hotel managers' side-taking behaviors can lead to employee perceptions …

Consumer Perceptions Of Child-Friendly Shaped Healthy Fruit And Vegetable Snacks, Selena Lauren Baker

Open Access Theses

Fruits and vegetables (FV) are widely recognized as healthful foods by the public, and most individuals are aware of dietary guidance recommendations to consume more FV. However, actual consumption of FV has been and continues to be low in the United States and many other countries, despite public health efforts to change this trend. The sub-optimal intake of FV among children and adolescents is of particular concern due to high nutrient requirements for proper growth and development during these life stages. Fruit and vegetable intake patterns in childhood have been shown to track into later life and may affect individuals' …

Career Intentions Of International Master Students In Hospitality And Tourism Management, Wenjun Li

Open Access Theses

The purpose of this qualitative study was to investigate career intentions of international master's students in hospitality and tourism management (HTM) in the United States. Semi-structured interviews were conducted with a sample of 19 participants at two different U.S. institutions. Interview questions were designed to better understand students' career intentions upon graduation and the determinants behind the plans. Results indicated that student's career intention should include measures of career decision self-efficacy, academic and career outcome expectations, and career exploration intentions. Unique personal background (e.g., gender and marital status, length of time in the U.S.), industrial working experience (e.g., internships), and …

Prostitution As A Business, Steven Zhou

Seaver College Research And Scholarly Achievement Symposium

This presentation is based on a book project providing an interdisciplinary introduction to the topic of prostitution. Steven Zhou will present on prostitution as a business enterprise, describing the social stigmatization of sex work as well as how prostitution functions as an industry involving entrepreneurial risks and rewards, stakeholders, a market structure, and occupational hazards.

Professional Hurt: The Untold Stories, Ruby Macksine Brown

Antioch University Full-Text Dissertations & Theses

The purpose of this study is to examine professional hurt across the public services of the Commonwealth Caribbean with a view toward creating what could probably be the first body of knowledge that will offer insights into its nature and relationship with the practice of leadership. The study also sought to explore an understanding of professional hurt that could inform the design of leadership development programs to help develop leaders who can navigate or avoid hurt. I utilized the biographical research approach to access the lived experiences of 20 public sector leaders across 9 independent Commonwealth Caribbean islands. Narrative thematic …

Owner-Manager Separation And The Structure Of It Governance In Small Business, Jeffrey S. Saffer

Walden Dissertations and Doctoral Studies

Small business owners and small business managers tend to favor different information technology (IT) governance structures. Such differences can lead to ineffective management and control of IT in small businesses. The purpose of this correlational study was to examine the extent and nature of the association between owner-manager separation in small businesses and the structure of IT governance in the businesses. Agency theory formed the theoretical framework of this study. Data were collected using a web-based survey and randomly sampled 3,697 small business owners and managers located in New Jersey and Pennsylvania. Chi-square statistics indicated no significant association between owner-manager …