Going to Extremes: Managing Service Encounters and Assessing Provider Performance

Price, Linda L.; Arnould, Eric J.; Tierney, Patrick

doi:10.2307/1252075

Cited by 475 publications

(449 citation statements)

References 18 publications

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“…Parents appear to utilise a responsive and caring approach in an observable child-centred culture (Price, Arnould and Tierney, 1995) focusing on helping their children learn in a diversified school environment. The evidence does not appear to support the notion that the school provides a positive environment (Lockwood and Jones, 1989) that enhances the perceptions of parent-staff interactions during school-based encounters (Smith, Bolton and Wagner, 1999).…”

Section: Discussionmentioning

confidence: 99%

Bullying Amongst Parents and Teachers at an American International School: Informing School Development and Policy

James

2012

IJE

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This paper has sought to explore the everyday experiences of parent-teacher bullying within a purposefully selected American International school.The paper utilises a qualitative approach targeting an American International school using a small semi-structured questionnaire creating a focused element of context and flexibility. 12 parents were randomly chosen from 35 that were available and willing to share their needs and experiences and the interview method was used as the data-collecting vehicle. This paper addresses issues raised from parent's experiences of bullying.The 3 developed research questions were mapped to 6 major themes, and were supported by 13 sub-themes. The presented qualitative data outcomes highlight the various experiences, perspectives and challenges that parent's perceive they face.The impact of this research suggests that the perceived complexities of dealing with bullying between parents and teachers may be mitigated with appropriate training and specialist guidance leading to the application of 8 outcomes.

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Section: Discussionmentioning

confidence: 99%

Bullying Amongst Parents and Teachers at an American International School: Informing School Development and Policy

James

2012

IJE

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“…Within the TPB structure, the literature has demonstrated that individual positive attitudes are significantly associated with their job performance [32,33]. Job performance refers to a subjective evaluation of those individuals' skills and competences delivered to customers, supervisors and/or other coworkers [34]. Their positive attitudes also play important roles in increasing customer satisfaction and creating customer loyalty through better job performance [35].…”

Section: Development Of Research Hypothesesmentioning

confidence: 99%

Generation Z’s Sustainable Volunteering: Motivations, Attitudes and Job Performance

2018

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Generation Z (Gen Z), the future of America's workforce, is forecasted to represent more than 30 million persons by 2020. Volunteer rates have been declining since 2002. Most compelling is that overall lowest volunteer rates were found to be within the Gen Z segment, with expectations of continued decline. Thus, this study explored motivations associated with sustainable volunteering by Gen Z based upon past research that documented intent to volunteer is strongly associated with age. In doing so, the Volunteer Functions Inventory was adopted to identify Gen Z motivations for volunteering. This study then employed the theory of planned behavior to test the relationships between Gen Z volunteering motivations, their attitudes and job performance using data obtained from 306 Gen Z volunteer special event participants. Among five motives identified to be important to Gen Z, only four motives ("value", "career", "learning" and "self-esteem") were found to significantly influence their attitudes. The 'social' motive was found to have no significant effect on their attitudes towards volunteering. This research framework was supported by validating the significant relationships between volunteer motivations, attitudes and job performance specific to the Gen Z volunteer segment. "Job training appropriateness" was found to be an important moderator for improving the relationships between Gen Z volunteer attitudes and job performance.

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“…This is the case of many extended touristic and leisure service experiences -such as winter sports tourism -based on hedonic benefits and where sensory stimulation, themed spaces and emotional content are major benefits sought and valuated by the customer (Arnould and Price, 1993;Hirschman and Holbrook, 1982). In this framework, Price et al (1995) found that positive affect was a significant antecedent of satisfaction for participants of a multiday rafting experience. Dubé and Menon (2000) propose that this link between affect and satisfaction in extended service transactions goes even beyond the expected valence congruity impact.…”

Section: Emotions' Role In Customers' Experience Evaluationmentioning

confidence: 99%

“…The third explanation builds on the fact that the emotional aspects are an important part of the service encounter whether the emotional benefits are at the core of the service or not (Price et al, 1995). This is due to the fact that service consumption is, to a great extent, a process consumption (Grönroos, 1998) where customers' perceptions of how the service is delivered are at least as important of their perceptions of what was delivered.…”

Section: Emotions' Role In Customers' Experience Evaluationmentioning

confidence: 99%

Emotions' Impact On Tourists' Satisfaction with Ski Resorts: The Mediating Role of Perceived Value

Bonnefoy-Claudet

Ghantous

2013

Journal of Travel & Tourism Marketing

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and peacefulness -and a strong mediating role of overall perceived value between consumption emotions and satisfaction. Emotions related to "surprise" play no significant role in the evaluation of the ski resort experience. The present findings suggest that managers should focus on staging customers' stay at the resort to stimulate an emotional experience and position their packages based on the promise of such emotional experiences.

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Going to Extremes: Managing Service Encounters and Assessing Provider Performance

Cited by 475 publications

References 18 publications

Bullying Amongst Parents and Teachers at an American International School: Informing School Development and Policy

Bullying Amongst Parents and Teachers at an American International School: Informing School Development and Policy

Generation Z’s Sustainable Volunteering: Motivations, Attitudes and Job Performance

Emotions' Impact On Tourists' Satisfaction with Ski Resorts: The Mediating Role of Perceived Value

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