Internal Service Recovery’S Influence On Frontline Service Employees’ Satisfaction And Loyalty,
2015
Asia Marketing Journal (AMJ)
Internal Service Recovery’S Influence On Frontline Service Employees’ Satisfaction And Loyalty, Taeshik Gong
Asia Marketing Journal
Relatively little studies have investigated employee recovery from internal service failure, especially from the employees’ perspective. When handling customer complaints, employees must not only deal with legitimate customer demands after a service failure, such as providing an apology, rectifying the problem, and offering compensation, but they must also manage illegitimate dysfunctional customers, who may yell, threaten, and even physically harm the employee. These negative experiences can have strong effects, and employees can exhibit higher levels of stress such as burnout and emotional labor, which have been linked to dissatisfaction, tension and anxiety, reduced performance and effectiveness, and a greater propensity …
2015-July-31-Kelly Hill Chosen For Fulbright Program,
2015
East Tennessee State University
2015-July-31-Kelly Hill Chosen For Fulbright Program, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-30-Thomas Cook,
2015
East Tennessee State University
2015-July-30-Thomas Cook, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-30-Grant Focuses On Writing Instruction Skills For Teachers,
2015
East Tennessee State University
2015-July-30-Grant Focuses On Writing Instruction Skills For Teachers, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-29-Etsu To Hold 31st Annual Tennessee Business Tax Seminar,
2015
East Tennessee State University
2015-July-29-Etsu To Hold 31st Annual Tennessee Business Tax Seminar, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-28-The Rodp Nursing Administration Program Ranks Second In Nation,
2015
East Tennessee State University
2015-July-28-The Rodp Nursing Administration Program Ranks Second In Nation, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-28-Student Support Services Receives Five-Year Grant Extension,
2015
East Tennessee State University
2015-July-28-Student Support Services Receives Five-Year Grant Extension, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
Paramedicine And Social Work: Case Studies In Authentic Student Recruitment,
2015
Edith Cowan University
Paramedicine And Social Work: Case Studies In Authentic Student Recruitment, Nathalie Collins, Lynelle Watts, Renee Strauss, David Hodgson
eCULTURE
Selling the course experience to future students has been corporatised across the Higher Education sector. At many universities marketing and sales specialists, such as ECU’s Student Recruitment Team, rather than academic staff, field prospective student enquiries. Representing courses authentically is crucial to matching future students with an appropriate course experience and career, as well is managing future students’ expectations. A challenge for academics is communicating the course/career experience to university sales agents (recruiters). A challenge for recruiters is conveying an authentic course experience to future students when they have not taken a course themselves. This paper selects two ECU courses, …
Reflection On An Intercultural Communication Workshop For Japanese Executives: Doing Business With U.S. Americans,
2015
SIT Graduate Institute
Reflection On An Intercultural Communication Workshop For Japanese Executives: Doing Business With U.S. Americans, Kristine E. Menn
MA TESOL Collection
"Vérité en deçà des Pyrénées, erreur au-delà"
(There are truths on this side of the Pyrenees that are falsehoods on the other)
Blaise Pascal (Moran, Harris & Moran, 2007, p. 2).
This paper is a reflection on an intercultural communication workshop developed for sixteen upper-level Japanese executives who work with their U.S. American counterparts in a U.S.A.-based global corporation. This training session was only one part of a much larger training program initiative which was carried out in five countries in Asia as well as in several locations across the U.S.A. Throughout my paper, I will apply the …
2015-July-21-Tera Gwaltney,
2015
East Tennessee State University
2015-July-21-Tera Gwaltney, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-21-Carter Railroad Museum's Heritage Day Advice: 'Go West, Young Man',
2015
East Tennessee State University
2015-July-21-Carter Railroad Museum's Heritage Day Advice: 'Go West, Young Man', University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-15-Dr. Judith Slagle Named Dean Of Honors College,
2015
East Tennessee State University
2015-July-15-Dr. Judith Slagle Named Dean Of Honors College, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-15-Etsu Reaches 50 Days Until Kickoff,
2015
East Tennessee State University
2015-July-15-Etsu Reaches 50 Days Until Kickoff, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-15-Dr. Troy Knechtel Named University School Director,
2015
East Tennessee State University
2015-July-15-Dr. Troy Knechtel Named University School Director, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-15-New Etsu Students And Their Families Invited To A 'Summer Send-Off',
2015
East Tennessee State University
2015-July-15-New Etsu Students And Their Families Invited To A 'Summer Send-Off', University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-14-‘Trilobite Treasures’ To Be Showcased At Natural History Museum,
2015
East Tennessee State University
2015-July-14-‘Trilobite Treasures’ To Be Showcased At Natural History Museum, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-14-Ryan Halverson,
2015
East Tennessee State University
2015-July-14-Ryan Halverson, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-10-Child Study Center Exhibit On Display At Slocumb Galleries,
2015
East Tennessee State University
2015-July-10-Child Study Center Exhibit On Display At Slocumb Galleries, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-10-‘Victory From Within’: Exhibit On American Pow Experience To Show At Reece,
2015
East Tennessee State University
2015-July-10-‘Victory From Within’: Exhibit On American Pow Experience To Show At Reece, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
2015-July-09-Former Etsu Sid John Cathey Inducted Into Tswa Hall Of Fame,
2015
East Tennessee State University
2015-July-09-Former Etsu Sid John Cathey Inducted Into Tswa Hall Of Fame, University Marketing And Communications, East Tennessee State University
ETSU News
No abstract provided.
