Social and Behavioral Sciences Commons^™

J Mich Dent Assoc November 2021

The Journal of the Michigan Dental Association

Every month, The Journal of the Michigan Dental Association brings news, information, and features about Michigan dentistry to our state's oral health community and the MDA's 6,200+ members. No publication reaches more Michigan dentists!

In this issue, the reader will find the following original content:

• Cover stories with a “Focus on Advocacy: Helping Dentistry Succeed”, including “MDA Dental PAC: What It Is and Why It Matters “, “2021 Advocacy Success — and More to Come “, and “Dental Programs Maintained in 2021-22 State Budget”.
• A feature article on “The Anishinaabe Dental Outreach Program”.
• A feature article, “How Your Website and …

The Effect Of Destructive Leadership On Self-Efficacy And Counterproductive Work Behaviors: A Research On Service Sector Employees In Mersin, Turkey, Murat Aydinay, Aysehan Cakici, A. Celil Cakici

Journal of Global Business Insights

The aim of this study was to find out the effect of destructive leadership on employees’ self-efficacy and counterproductive work behaviors. The data was collected from a convenience sample of 486 service sector employees in Mersin, Turkey. Descriptive statistics, explanatory factor analysis, and regression analysis were conducted to analyze the data. The results showed that lack of competence in leadership, excessive authoritarianism, and favoritism dimensions increased the organization-oriented counterproductive work behaviors while resistance to technology and change dimension decreased these behaviors. In contrast, insensitivity to subordinates had no effect on counterproductive work behaviors. Furthermore, destructive leadership had no effect on …

Will 3 + 3 Be Nine?, S. Chandrachud Ph.D.

International Review of Business and Economics

In Economic view, COVID 19, forced ustomake3+3=NINE.Thelogicof this slogan is to create a new economy for our country. The first ‘3’ implies the Agriculture, Industry and Service sectors and the second ‘3’ indicates Public, Private and Foreign sector. These two 3s combined together make New India New Economy (NINE). Chapter one narrates few classical theories to reconcile demand and supply. Chapter two enlists the review of literature. Chapter three pronounces the economic impact of current pandemic situation. Chapter four elucidates the government initiation towards the recovery of economy. Chapter five enumerateshow to create a New India New Economy (NINE). The …

Customer Service Challenges In Omni-Channel Retailing—An Exploratory Study Of Vague Language In Retailer Customer Service Policies, Terence L. Holmes, Edward C. Brewer

Atlantic Marketing Journal

Retailers are interacting with customers via an ever-increasing number of touchpoints. The addition of social media and mobile devices to the traditional physical and virtual retail platforms has created an evolving consumer practice of using several such "touchpoints" in the course of a single purchase (the "omni-channel”). The difficulty of providing high levels of customer service has increased with the necessity of managing multiple channels under the retailer’s control and coordinating formally or informally with touchpoints not directly within the retailer’s own operations. Multiple sources of potentially conflicting information (e.g., order fulfillment) can lead to miscommunication, and thus poor service …

Private Universities Of Bangladesh:A Study On Service Quality,Customers’ Perceptions And Satisfaction, Abdul Kader, A. Salam

International Review of Business and Economics

The higher education sector of Bangladesh is divided as private and public sectors in terms of the initiative of establishment. All of them are autonomous where the public universities are owned by the government and the private universities have been developed by the private sector. As the private universities produce services and sell it to the students by a comprehensive marketing effort, we can treat their services as a part of marketing. In this study, we tried to show the quality of services and the subsequent perception and satisfaction level of the stake holders regarding services are being provided by …

Modeling The Consumer Acceptance Of Retail Service Robots, So Young Song

Doctoral Dissertations

This study uses the Computers Are Social Actors (CASA) and domestication theories as the underlying framework of an acceptance model of retail service robots (RSRs). The model illustrates the relationships among facilitators, attitudes toward Human-Robot Interaction (HRI), anxiety toward robots, anticipated service quality, and the acceptance of RSRs. Specifically, the researcher investigates the extent to which the facilitators of usefulness, social capability, the appearance of RSRs, and the attitudes toward HRI affect acceptance and increase the anticipation of service quality. The researcher also tests the inhibiting role of pre-existing anxiety toward robots on the relationship between these facilitators and attitudes …

#Keepvolunteeringcool - A Marketing Analysis Of The Uri Service Corps, Caroline L. Hacunda

Senior Honors Projects

Since 2009, the University of Rhode Island has offered Alternative Spring Break trips to students who are passionate about service and want to become more involved within the community doing meaningful and engaging volunteer work. These trips are completely student planned and fundraised with the guidance of a group of student leaders for each trip. Over the years, this program has exponentially grown, leading to our biggest year yet with two trips staying in Rhode Island and three out of state trips offered in 2017. In the past, the spring break trips were hosted by URI S.A.V.E.S and URI Habitat …

2017 Mlk Keynote Emory Douglas Educational Foldout, Center For Social Equity & Inclusion, Emory Douglas

Martin Luther King, Jr. Series

Educational foldout for the 2017 MLK Keynote Address: Emory Douglas. An artist, educator and human rights activist, Emory Douglas served as the Minister of Culture for the Black Panther Party from 1967-80. Best known for his political drawings and cartoons in the Black Panther Newspaper, he articulated the injustices experienced by African Americans living in the inner city, the growing militancy and organization among urban black youth in the face of police violence and the need for community-based social programs. 2017 MLK Keynote, Emory Douglas discusses the process, meaning and impact of his artwork then and now.

2017 Mlk Keynote Emory Douglas Program, Center For Social Equity & Inclusion, Emory Douglas

Martin Luther King, Jr. Series

Program for the 2017 MLK Keynote Address: Emory Douglas. An artist, educator and human rights activist, Emory Douglas served as the Minister of Culture for the Black Panther Party from 1967-80. Best known for his political drawings and cartoons in the Black Panther Newspaper, he articulated the injustices experienced by African Americans living in the inner city, the growing militancy and organization among urban black youth in the face of police violence and the need for community-based social programs. 2017 MLK Keynote, Emory Douglas discusses the process, meaning and impact of his artwork then and now.

Vincentian Education: The Role Of Compassion, Jerrold Ross

Journal of Vincentian Social Action

The renowned Vincentian Center of St John's University brings with it additional prestige and recognition to the research faculties who produce important findings for all levels of Catholic education and for the perpetuation of a tradition long associated with the University. Beginning with Catholic education in preschool and continuing through higher education, Vincentian education, now in its second century, should provide Hope, answer our dreams and refresh its reaction to a vibrant social context, so that people can understand its meaning beyond philosophical statements.

Modeling The Effects Of Quality In A Transformative Health Service, Shahriar Akter, Umme Hani

Shahriar Akter

Understanding the effects of service quality on economic (i.e., continuance intentions) and social (i.e., quality of life) outcomes is critical to extend the focus of transformative service research. This study specifies mHealth as a transformative service and models the impact of its overall quality on satisfaction, continuance intentions and quality of life. Based on cognition - affective - conation chain, the conceptual model explicitly identifies convenience, confidence, cooperation, care and concern as the primary dimensions of mHealth service quality. The study validates the higher-order quality model and its association with subsequent latent variables using PLS path modeling. The findings confirm …

Professional Identity And You: Why Self-Concept Matters In Librarianship, Kevin Tanner

FIMS Presentations

Kevin Tanner addresses the importance of professional identity in librarianship. In the Summer 2015 semester, he completed an independent study on the construction of professional identity of librarians on Twitter through professional development and networking. During this session, he shares the results of that study and give suggestions on how you can begin to find your own professional identity while still retaining your individuality. While there are many stereotypes about librarians, they are not “one-size-fits-all” professionals, and a new modern image of the professional has begun to emerge in the digital age through a thoughtful reflection on identity.

Social Responsibility In Higher Education, Maureen L. Mackenzie Ph.D., Melissa Mccardle Ph.D., Melissa Gebbia Ph.D., Susan Bliss Ph.D.

Faculty Works: Business (1973-2022)

Current events such as the recent removal of the CEO of United Airlines for being “bought” by port authority officials highlights the need to prepare students for ethical and effective participation in corporate, non-profit and civic life. Ongoing problems with the leadership of financial, political and social institutions, and increasingly diverse society and persistent inequities in the educational system point to the need for intentional learning opportunities that support the development of ethical leaders & informed citizens who are capable of solving complex social problems in a multicultural society.

Setting The Standard: A Study Of The Walt Disney Resort Service Model, Kelsey Freeman

Recreation, Parks, and Tourism Administration

Companies are constantly seeking new ways to keep up with the changing expectations of customers. In the hospitality industry customizing guest service to each individual guest is a step that can be taken to create lasting relationships. The Walt Disney Resorts are worth examining for their high rate of return. The purpose of this study was to analyze the best practices and success of personalizing guest experience at the Walt Disney Resorts. The researcher used a case study checklist to gather information about the efforts Disney makes to customize guest experiences.The study found that allowing guests to customize their vacation, …

Responsible Sales And Service Of Alcohol For The Tourism, Hospitality And Retail Industries, James Peter Murphy

Books/Book Chapters

The safe service of alcohol is of vital importance to those in the food and beverage industry - failure to act responsibly can result in fines, loss of license and the potential closure of the business. Responsible sale and service of alcohol (RSA) is important for all levels of the hospitality, tourism and retail service industries to minimise the risk of alcohol-related problems associated with the use and abuse of alcohol by any person. Management and all staff who sell or supply alcohol must promote and support a safer environment for alcohol to be consumed in a professional and responsible …

The Development Of An Industry Specific Performance Measurement Model For Service Organisations Within The Small Business Sector, Vicki Baard, Edmund W. Watts

Ted Watts

The role of small business, as part of the value adding chain in any economy, should never be understated. In Australia small business represents 96% of all private sector business, accounts for 47% of all private sector employment and the majority fail within three to five years of establishment. Despite this contribution the small business sector, and in particular the service sector component, appear to be underrepresented in the development of specific performance measurement models, which, within the academic and professional literature appear to focus on their larger firm counterparts. Given the unique position of small business service organisations the …

Mobile Information Access And Diffusion In Ambulatory Care Service Settings, Jason P. Sargent, Peter W. Eklund, Amanda Ryan, Lois Burgess, Joan Cooper, Carole Alcock, Damien Ryan

Lois Burgess

Clinical information systems for Ambulatory Care are predominantly paper-based. This paper represents a preliminary overview (work-in-progress) of the electronic Point of Care (ePOC) Personal Digital Assistant Project- a mobile e-Health research and development project and the intrinsic considerations which arise when designing alternative electronic patient data management systems tailored to Ambulatory Care. Its purpose is to address issues which allow technological enablement of electronic patient data management in the delivery of home-based medical care. We present the methodological considerations for document management within this e-Health setting and proposed rollout of an electronic Point-Of-Care (ePOC) system. While the replacement of more …

Toward A Valid Measure Of E-Retailing Service Quality, John R. Rossiter

John Rossiter

E-retailers are major players in the field of electronic commerce and their success would seem to depend on service quality, because they are selling the same products that traditional retailers sell. This article critiques Collier and Bienstocks [5] new measure of e-retailing service quality and shows how the stages of e-retailing service quality can be more validly measured by adopting Rossiters [12] C-OAR-SE procedure for scale development. Collier and Bienstock`s measure is insufficiently valid because the measure (1) fails to specify the hierarchical objects that form the construct, and measures the overall object, e-retailing, wrongly by focusing on completed transactions; …

Consumer Preferences For Online And Offline Resources In The Process Of Buying A High Involvement Service Bundle: A Qualitative Exploration, Robert G. Grant

Robert Grant

Adding online resources to a promotional mix adds a new level of complexity to marketing communications. The challenge for marketers is to retain a focus on value delivery which requires understanding both main effects and interactions between communication and promotional methods. This paper reports a qualitative study preceding a non-discrete choice experiment simulation to research information source effects at different stages of the buying process for different service types.

Relative Values And Complementarity Of Online And Offline Interactions In Consumer Buying Behaviour: A Proposed Research Plan To Study Purchasing Of A Consumer Service Product Bundle, Robert G. Grant

Robert Grant

Current research into online consumer behaviour seems to be limited in two respects, firstly it treats online interaction as a stand-alone phenomenon and secondly it focuses on discrete steps in consumer processes, neglecting links between the steps. This paper proposes a research method to investigate relative values and complementarity between online and offline interactions in a consumer's buying process, examining differences within and between steps. A range of information source types and functional resource options will be researched for both effectiveness and efficiency benefits as well as emotional preferences for both online and offline interactions. The research will focus on …

Process Flow Mapping Of Consumers In A High Involvement Service Purchase Process: An Exploratory Study, Robert G. Grant, Elias Kyriazis

Robert Grant

This paper reports on an exploratory study undertaken to deal with the intricacy of consumer behaviour in a buying process for a complex high involvement service bundle spanning both offline and online channels. A key finding is that consumers switch repeatedly between online and offline channels and between different types of information source to satisfy their search needs. This offers a challenge for communications management if organisations wish to add customer value by minimising their customer time and effort search costs. Prior online channel research has not acknowledged off-line information complementarity for complex high involvement search. Travel agents and principal …

Long-Run Mortality Effects Of Vietnam-Era Army Service: Evidence From Australia's Conscription Lotteries, Peter Siminski, Simon Ville

Simon Ville

We estimate the effect of Vietnam-era Army service on mortality, exploiting Australia's conscription lotteries for identification. We utilize population data on deaths during 1994-2007 and military personnel records. The estimates are identified by over 51,000 compliers induced to enlist in the Army. We find no statistically significant effects on mortality overall, nor for any cause of death. The estimated relative risk (RR) of death associated with Army service is 1.03 (95% CI: 0.92, 1.19). On the assumption that Army service affected mortality only for those who served in Vietnam, the estimated RR is 1.06 (95% CI: 0.81, 1.51).

Emergency Service Volunteers: A Comparison Of Age, Motives And Values, Julie E. Francis, Michael Jones

Faculty of Commerce - Papers (Archive)

Understanding why volunteers join an emergency service and why they stay is critical to developing more effective recruitment and retention strategies. Subsequently, this study examines the roles of age, motivations and values in satisfaction among New Generation (aged below 35 years) and Traditional Generation (aged 35 years and above) volunteers. The research conducted an online survey of 252 State Emergency Service (SES) volunteers. The results indicate a mix of similarities and differences across the generations. First and foremost though, the primary reasons for joining and staying with the service are the same for both age groups - and those reasons …

Continuance Of Mhealth Services At The Bottom Of The Pyramid: The Roles Of Service Quality And Trust, Shahriar Akter, Pradeep Ray, John D'Ambra

Faculty of Commerce - Papers (Archive)

Continued usage of information systems (or, IS continuance) has proven to be a critical success parameter for ICT implementation at the top of the global economic pyramid. However, there are few studies which have explored continued IS usage at the bottom of the economic pyramid (BOP) though it represents the majority of the world's population. To fill this knowledge gap, this study develops an mHealth continuance model at the BOP framing the impact of two post adoption expectation beliefs (i.e., perceived service quality and perceived trust). This study extends ECM (expectation confirmation model) perspective synthesizing the extant literature on continued …

Social Networks, Social Learning And Service Systems Improvement, Andrew Sense, Matthew Pepper

Faculty of Commerce - Papers (Archive)

This article illustrates and qualitatively explores the value of understanding the social networks present in a service operation through a case study of a local government service network that manages regional development applications. It also examines how social learning underpins service systems performance improvement and how it is instrumental in creating a richer environment for ongoing service network innovation and development. It is argued that gaining a better understanding of these social networks and the social learning potential in a system offers substantial and highly practitioner-friendly avenues to progress service systems capability development. These fi ndings clearly place an emphasis …

How To Use Qualitative Research To Design A Managerially Useful E-Service Questionnaire, John R. Rossiter

Faculty of Commerce - Papers (Archive)

E-service questionnaires must be content-aligned with the company or organization’s customer relationship management system (CRM). Four phases of qualitative research will ensure this alignment. The first phase is a qualitatively evaluative search of the practitioner literature on e-retailing, both B2B and B2C, and on CRM so as to capture evolving knowledge in both fields. The second phase is individual depth interviews (IDIs) with potential, current, and lapsed customers to map their e-interactive behavior and experiences. The third phase is dyadic depth interviews (DDIs) with the marketing manager and the website designer to fully understand the company’s current and potential e-service …

Service Employees Give As They Get: Internal Service As A Moderator Of The Service Climate-Service Outcomes Link, L. A. Witt

L. A. Witt

No abstract provided.

The Role Of Organizational Climate And Culture In Service Encounters, Beth Ann Heyart

Wayne State University Dissertations

This study explored the link between culture and climate with respect to customer service ratings. Two hospital units, one with high customer service ratings and one with low customer service ratings, were identified for analysis. A mixed-method design was implemented to assess climate and culture on each unit. Climate was assessed with a survey that combined elements of Schneider, White, and Paul's (1998) Assessment of Service Climate Instrument and Litwin and Stringer's (1968) Organizational Climate Questionnaire. An ethnographic approach using observation, interviews and archival data analysis was completed to understand each unit's culture. Findings indicate high customer service environments rated …

Modeling The Effects Of Quality In A Transformative Health Service, Shahriar Akter, Umme Hani

Faculty of Commerce - Papers (Archive)

Understanding the effects of service quality on economic (i.e., continuance intentions) and social (i.e., quality of life) outcomes is critical to extend the focus of transformative service research. This study specifies mHealth as a transformative service and models the impact of its overall quality on satisfaction, continuance intentions and quality of life. Based on cognition - affective - conation chain, the conceptual model explicitly identifies convenience, confidence, cooperation, care and concern as the primary dimensions of mHealth service quality. The study validates the higher-order quality model and its association with subsequent latent variables using PLS path modeling. The findings confirm …

Long-Run Mortality Effects Of Vietnam-Era Army Service: Evidence From Australia's Conscription Lotteries, Peter Siminski, Simon Ville

Faculty of Commerce - Papers (Archive)

We estimate the effect of Vietnam-era Army service on mortality, exploiting Australia's conscription lotteries for identification. We utilize population data on deaths during 1994-2007 and military personnel records. The estimates are identified by over 51,000 compliers induced to enlist in the Army. We find no statistically significant effects on mortality overall, nor for any cause of death. The estimated relative risk (RR) of death associated with Army service is 1.03 (95% CI: 0.92, 1.19). On the assumption that Army service affected mortality only for those who served in Vietnam, the estimated RR is 1.06 (95% CI: 0.81, 1.51).