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Social and Behavioral Sciences Commons™
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Articles 1 - 3 of 3
Full-Text Articles in Social and Behavioral Sciences
Companies' Responses To Negative Online Reviews, Claudia L. Ramos
Companies' Responses To Negative Online Reviews, Claudia L. Ramos
Theses and Dissertations - UTB/UTPA
Past research has revealed that very little research had examined services recovery strategies in the online context. The study investigated different types of companies’ responses to negative online reviews as a service recovery strategy after a service failure. The current research centers on the relationship between one service recovery strategy and three online customer behavioral reactions: post-purchase cognitive dissonance, post-recovery satisfaction and re-purchase intentions. Participants were randomly assigned to one of five conditions and were asked to complete a questionnaire that measured cognitive dissonance, post-recovery satisfaction and re-purchase intention scores, as well as demographic items. Results showed that the apology …
Family Members' Support Approaches Toward Veterans Exhibiting Symptoms Of Ptsd: A First Step Toward Validating The Inconsistent Nurturing As Control Theory Scale, Danielle M. Reed
Family Members' Support Approaches Toward Veterans Exhibiting Symptoms Of Ptsd: A First Step Toward Validating The Inconsistent Nurturing As Control Theory Scale, Danielle M. Reed
Theses and Dissertations - UTB/UTPA
This study was an initial step toward validating a new quantitative measure, the Inconsistent Nurturing as Control Theory (INCT) Scale, designed to quantitatively operationalize the INCT and assess whether functional family members take a controlling, nurturing, or inconsistent support approach to deal with their veteran’s PTSD behavior. Functional family members (88%) indicated that their veteran relative exhibited signs indicative of PTSD, using the PTSD Checklist (PCL-M). The INCT Scale was then used to determine which support approach family members used to deal with their veteran’s behavior. Results indicated that question items on nurturing and controlling yielded .70 or above internal …
A Study Of Self-Imposed Silence And Perceived Listening Effectiveness, Cynthia Marroquin-Baldwin
A Study Of Self-Imposed Silence And Perceived Listening Effectiveness, Cynthia Marroquin-Baldwin
Theses and Dissertations - UTB/UTPA
This study examines the affects of self-imposed silence on perceived listening effectiveness. The subjects used in this study were 15 males and 17 females from the McAllen area (n = 32). These subjects were nonsystematically approached at the Lark Community Center/Library to solicit participation in the study. Four tests were performed to test the possible affects that 12 hours of self-imposed silence may have on listening. The independent t-test used to analyze differences in posttest scores between the treatment group and the control group revealed that no significant difference was found. The independent t-test used to analyze differences in pretest …