Digital Commons Network^™

Online Consumer Complaint Behaviors: The Dynamics Of Service Failures, Consumers' Word Of Mouth, And Organization-Consumer Relationships, Seung B. Bach, Soojin Kim

Research Collection Lee Kong Chian School Of Business

This study aims to provide an understanding of the relationships between consumer's negative word of mouth (WOM) and organizations' rectification behaviors. We see consumers' negative WOM as a process of problem solving when consumers encounter an organization's service failure that dissatisfies them. This study suggests a strategic management of public relations as a principle for consumer complaint management. Based on case studies, this study finds that negative WOM is formed by the dynamics of experience sharing, advice giving, agreement, and disagreement. In particular, we discovered that information sharing is predominant among negative WOM behaviors. Finally, the case study reveals that …

Consumer Values And Value Change As Influencing Factors Of Future Purchase Decisions In The Automotive Industry, Marc Uhl

Theses

The intense competition in the automotive industry and thus the pressure to correctly evaluate future consumer demands for successful product development provides the context for this thesis. Previous studies have drawn attention towards a potential change of automobile related personal values among younger consumers, yet failed to present a clear picture of this subject. Building on this background, this thesis investigates the automobile related personal value system of a younger and an older respondent group in order to determine the progression of values between both groups. For the first time, a qualitative approach was applied in this context in order …

Papers Of V. James Mannoia Arc1993-022 - Finding Aid, V. James Mannoia

Finding Aids

No abstract provided.

Papers Of John C Cooper Arc1997 -008 - Finding Aid, John C. Cooper

Finding Aids

No abstract provided.

Papers Of James Pemberton Arc1990-004 - Finding Aid, James Pemberton

Finding Aids

No abstract provided.

Papers Of Mark Elliot - Institute Of East-West Christian Arc2005-003 - Finding Aid, Mark Elliot

Finding Aids

No abstract provided.

January 2012 Newsletter, Career Center, Illinois Wesleyan University

Career Connections Newsletter

Issue Highlights:

• Beyond the Bubble - Alumni Profile: Kate Tombaugh '07
• Is There Life after IWU? The Class of 2011 Speaks
• Recruiting Trends" Show Hope for the Job Market

Determining The Feasibility Of Universal Access To Bus Transportation For Illinois Wesleyan University Students, Liz Kuehn '13

Outstanding Senior Seminar Papers

In a car-based society, transportation has both environmental and economic implications. However, public transportation, and programs like Universal Access that promote public transportation by providing ‘fare free’ access to specific groups in the community, can offer low cost, sustainable alternatives to car-based transportation. The basic concept behind Universal Access is that a community group contracts with the local public transit system to provide unlimited access to public transportation for individuals within the group at a negotiated cost to the group (Toor et. al 2004). The purpose of this study is to determine the feasibility of creating a Universal Access program …

Reality And Representation Of Algerian Women: The Complex Dynamic Of Heroines And Repressed Women, Caroline Rohloff

Honors Projects

Since the Algerian war for independence against the French in the 1950s, the roles of Algerian women have been shifting over the past five decades. During the war for independence, women found themselves in positions of power, where their military assistance was necessary to win the war. However, once independence was gained in 1962, women were once again forced into the predetermined roles of wives and mothers. Over the next four decades, the situation in Algeria began to improve as the educational and work opportunities for women increased. After a setback in the 1990s, during Algeria's civil war, Algerian women …

The Politics Of Clean Energy: Moving Beyond The Beltway, Joseph P. Tomain

San Diego Journal of Climate & Energy Law

This Article argues that the United States can achieve a new and smart energy policy and that we are taking active steps in this direction. Off of the Hill, at 1600 Pennsylvania Avenue, there is clear thinking about clean energy. Consider President Obamas choice for Secretary of Commerce, John Bryson. Bryson has been the CEO of a public electric utility, a founder of the Natural Resources Defense Council, and sits on the boards of such organizations as Boeing and Disney and clean energy firms like Coda Automotive and BrightSource Energy exactly the right job description for a clean energy advocate. …

Administrative Absurdity: Why The Judiciary Should Uphold Epa's Use Of The Administrative Necessity And Absurd Results Doctrines Within The Tailoring Rule., David P. Vincent

San Diego Journal of Climate & Energy Law

This Comment analyzes the strengths and weaknesses of the arguments advanced by EPA as well as its opponents regarding the Agencys reliance on these administrative law doctrines to tailor PSD and Title V applicability criteria. The Comment concludes with an explanation of why the judiciary will likely rule in EPAs favor in this instance.

Part I of this Comment introduces the Tailoring Rule, including its background and the emissions thresholds it seeks to implement regarding PSD and Title V programs. Part II presents EPAs legal basis for the creation and subsequent implementation of the Tailoring Rule, including the concept of …

Abused Women Who Kill: Juror Perspectives On Self-Defense Theories, Shahrzad Nikoo

CMC Senior Theses

In self-defense cases of battered women who kill their abusive husbands, defendants have used Battered Woman Syndrome (BWS) expert testimony to help justify their acts of self-defense. However, past research demonstrates that BWS is ineffective in persuading jurors because it pathologizes the defendant rather than rationalizing her behavior. Additionally, BWS highlights passive (i.e., stereotypical) features of a battered woman, and such testimony may not apply to a defendant with active (i.e., atypical) features of a battered women. The current study hypothesized that another type of expert testimony, Social-Agency Framework (SAF), will persuade jurors to render more lenient verdicts, and that …

Prosecutors And Peremptories, Alafair S. Burke

Hofstra Law Faculty Scholarship

A quarter of a century after the Court’s decision in Batson v. Kentucky, overwhelming evidence demonstrates that lawyers continue to exercise peremptory challenges in racialized ways. In light of Batson’s failure to alter a stubborn pattern of using peremptory challenges in racialized ways, scholars have repeatedly called for the abolishment of peremptory challenges, changes to the Batson framework, modifications to the rules of professional responsibility, and increased disciplinary enforcement and sanctions against those who discriminate during jury selection. The focus of much of the current Batson scholarship assumes that lawyers will inevitably consider race during jury selection and that the …

Conditions Of Cooperation Between Rats In The Prisoner's Dilemma Model, Malory B. Wodka

Honors Projects

Reciprocal cooperation is the act of working together with another individual to increase the likelihood that the other individual will continue to work together during future encounters. Reciprocal cooperation can be explained evolutionarily because it promotes the fitness of individuals in certain conditions. Cooperation is most commonly studied in humans. However less complex mammals such as rats display cooperative behaviors in certain conditions. This study examines the necessary conditions for cooperation in rats by testing the significance of housing conditions and prior interactions between cooperating rats. We found that rats did not cooperate at levels greater than chance.

Attachment Theory And The Sexual Double Standard, Erin A. Vogel

Honors Projects

The purpose of the present study was to investigate the relationship between adults’ attachment orientation and their exhibition of the sexual double standard. According to attachment theory, adults who score higher on measures of anxious attachment are more clingy, jealous, and fearful of abandonment. Those who are more avoidant are distrustful and uncomfortable with intimacy. The sexual double standard is the belief that men are rewarded for sexual activity while women are derogated for the same activity. Participants read about a male or female who has had either 12 sexual partners or 1 sexual partner. They then evaluated the person’s …

Gendered Processes In Child Protection: 'Mother-Blaming' And The Erosion Of Men's Accountability, Majella Mulkeen

Irish Journal of Applied Social Studies

The Inquiry Report of the Roscommon Child Care Case (HSE, 2010) was the first Inquiry Report into intra-familial child abuse and neglect in the Irish context to explicitly identify a gender dimension to its findings. This paper seeks to build on these observations and argues that an analysis of the gendering processes that underlie understandings of and responses to neglect, violence and abuse can make child protection policy and practice more effective. The absence of an analysis which places gender at the core of policy and practice in child protection and family support raises serious questions about the differentiated responses …

Book Review: Child Sexual Abuse And The Catholic Church: Gender, Power And Organizational Culture, Rosaleen Mcelvaney

Irish Journal of Applied Social Studies

No abstract provided.

Speech And Language Therapy Service Evaluation Policy Brief, Noirin Hayes, Siobhán Keegan, Eimer Goulding

Reports

Based in Tallaght West, CDI is the result of the professionalism, passion, and persistence of a group of 23 concerned individuals and organisations living and working in the community who had a vision of a better place for children. Through innovation partnerships, they brought together an approach which drew on both the science and the spirit of best practice in order to meet the identified needs of children and families. A partnership was agreed between the Government and The Atlantic Philanthropies, and the consortium's first piece of work was a needs analysis entitled How are our Kids (CDI, 2004). A …

Bilateral Aid To Least Developed Countries: A Study Of The U.S., The U.K., France And Japan, Dave Warren '12

The Park Place Economist

Bilateral aid allocation is affected by a number of factors on the donor side. It has been found that public satisfaction with government positively affects the willingness to give bilateral aid (Gradstein and Chong, 2007). Economic and strategic interests of the donor country play a role in determining bilateral aid allocation (Tingley, 2009). Perhaps the most interesting finding is that ideology has a significant impact on bilateral aid allocation (Fleck and Kilby, 2001) (Milner and Tingley, 2010).

How Do Organisations Engage In Marketing Strategy Making? A Problemistic Search Perspective, Sarah Browne, Katrina Lawlor, Pamela Sharkey Scott, Laura Cuddihy

Conference papers

Despite the importance of marketing strategy making (MSM) we understand little of how strategy making actually occurs within organisations. Departing from the common focus - on the tools and techniques of strategy– we apply a strategy as practice (SAP) lens to our exploration of MSM. We adopt a problemistic search perspective and utilise an in-depth case study to explore individual’s interactions in developing strategic marketing initiatives. We uncover a three-stage pattern in solution search within MSM; identification of the problem situation and postponing response, to problem recognition and acceptance, to a collective problem solving stage, which we label pre implementation …

The Student Perspective: Can The Use Of Technologies Transform Learning?, Eileen O'Donnell

Books/Book Chapters

This chapter explores students’ perspectives on the transformations that the use of technology has brought to higher education. The use of technologies in higher education facilitates flexible learning environments but the benefits to students who engage with these technologies will only be realised if the design is pedagogically sound. The pedagogic approach employed by lecturers when designing their e-learning platforms or learning management systems has the capability to transform learning. The author’s discipline is Information Technology and Business Information Systems; from experience and case studies there is ample evidence to suggest that the use of technology does not always necessarily …

Evolution Of Grasping Behaviour In Anthropomorphic Robotic Arms With Embodied Neural Controllers, Gianluca Massera

School of Engineering, Computing and Mathematics Theses

The works reported in this thesis focus upon synthesising neural controllers for anthropomorphic robots that are able to manipulate objects through an automatic design process based on artificial evolution. The use of Evolutionary Robotics makes it possible to reduce the characteristics and parameters specified by the designer to a minimum, and the robot’s skills evolve as it interacts with the environment. The primary objective of these experiments is to investigate whether neural controllers that are regulating the state of the motors on the basis of the current and previously experienced sensors (i.e. without relying on an inverse model) can enable …

Developing A Collaborative Virtual Learning Environment Between Students In Cross Disciplines To Meet The New College Structure, Ruairi Hayden, Fiacra P. Mcdonnell

Teaching Fellowships

p> Integrated project delivery is a rapidly developing approach to design and construction that uses business structures, new technologies and newly developing practices to collaboratively use the talents and contributions of all participants in the design and construction process. This project replicates this approach by creating a collaborative project between the Department of Construction Management and Technology and the Department of Quantity Surveying. The term “collaborative learning” refers to an instruction method in which students at various performance levels work together in small groups towards a common goal. The students are responsible for one another’s learning as well as their …

Practice Makes Practice . . . Visible? Revealing Structures Of The Artistic Field By Articulating The Evasive Properties Inherent In Its Systems Of Production Through Art Practice, Naomi Elizabeth Sex

Other

This practice-led research project attempts to seek out and reveal the structures that frame the production of art practice, through and with art practice itself. With this premise in mind, the first phase of the study aims to use practice-led research by adopting quasi-ethnographic strategies firstly to explore the field of artistic production, and secondly in an attempt to activate, capture and contain tangible evidence that the artistic field is powered by persuasive informal discourse and practices that contribute to stringent and hierarchical rules of engagement. Entering the second phase of the project the contribution of this study is based …

Restaurant Selection In Dublin, Frank Cullen

Articles

The primary objective of this research was to investigate the selection process used by consumers when choosing a restaurant to dine. This study examined literature on consumer behaviour, restaurant selection, and decision-making, underpinning the contention that service quality is linked to the consumer’s selection of a restaurant. It supports the utility theories that consumers buy bundles of attributes that simultaneously combined represent a certain level of service quality at a certain price. The findings of the research displayed a preference by Dublin consumers for Italian and Chinese styled restaurants and identified quality of the food, type of food, cleanliness of …

The Holiday Experience And Personal Values: An Irish Case Study, Sean Ruane, Deirdre Quinn

Conference papers

Personal values have been a focus of interest for consumer behaviour researchers for many years due to the belief that values influence a person’s lifestyle, and therefore provide a useful explanation for the multitude of interests, outlooks on life and consumption priorities that define a person’s consumer behaviour (Muller, 1991). Tourist satisfaction is a positive function of both functional congruity between the expectations of the individual and choice of destination, and their perception about themselves. Linking destination image with the self can help in understanding this behaviour by focusing on the specific attributes of the holiday and how they match …

International Office News, Fall 2012, Illinois Wesleyan University

International Office News

No abstract provided.

Developing Reusable Learning Objects At Itt Dublin Via The Irish National Digital Learning Repository, Philip Russell, Gerry Ryder, Gillian Kerins

Support services (Former ITT) - Other Resources

During a two year period commencing from June 2010 until the present, a suite of online reusable learning objects (RLOs) have been created at ITT Dublin library covering a range of information literacy competencies.

This poster will outline the development of RLOs at ITT Dublin and how these resources have been shared, reused and repurposed to enhance information literacy progression. The article will focus on best practices and lessons learned during the design, development, and implementation process including the pedagogical approach, application of the software and the collaborative working arrangements that the digital learning resources have helped to foster.

Evaluating The Similarity Estimator Component Of The Twin Personality-Based Recommender System, Alexandra Roshchina, John Cardiff, Paolo Rosso

Conference Papers

With the constant increase in the amount of information available in online communities, the task of building an appropriate Recommender System to support the user in her decision making process is becoming more and more challenging. In addition to the classical collaborative filtering and content based approaches, taking into account ratings, preferences and demographic characteristics of the users, a new type of Recommender System, based on personality parameters, has been emerging recently. In this paper we describe the TWIN (Tell Me What I Need) Personality Based Recommender System, and report on our experiments and experiences of utilizing techniques which allow …

Lost In Translation, Christine Peterson '16

Outstanding Gateway Papers

The ramifications of Proposition 227, legislation that threatened to eliminate bilingual education passed by California in 1998, sparked a nationwide debate about the validity of education that non-English speaking students were receiving in a bilingual classroom versus that of an English-only classroom. While there was a deluge of arguments regarding the efficiency of English comprehension in the two classroom environments, what many commentators on the issue overlooked was the difference in the retention of the students’ identities.