Alle Publikationen
- <<
- <
- 1
2018
-
(2018): The Perils and Promises of Self-Disclosure on Social Media. In: Information Systems Frontiers 20 (3), S. 425-437. DOI: 10.1007/s10796-017-9806-7
Abstract: In addition to their professional social media accounts, individuals are increasingly using their personal profiles and casual posts to communicate their identities to work colleagues. They do this in order to 'stand out from the crowd' and to signal attributes that are difficult to showcase explicitly in a work setting. Existing studies have tended to treat personal posts viewed in a professional context as a problem, since they can threaten impression management efforts. These accounts focus on the attempts of individuals to separate their life domains on social media. In contrast, we present the narratives of professional IT workers in India who intentionally disrupt the boundaries between personal and professional profiles in order to get noticed by their employers. Drawing on the dramaturgical vocabulary of Goffman (1959) we shed light on how individuals cope with increased levels of self-disclosure on social media. We argue that their self-presentations can be likened to post-modem performances in which the traditional boundaries between actor and audience are intentionally unsettled. These casual posts communicate additional personal traits that are not otherwise included in professional presentations. Since there are no strict boundaries between formal front-stage and relaxed back-stage regions in these types of performance, a liminal mental state is often used, which enables a better assessment of the type of information to present on social media.
Keywords: Art des Kommunikationsmediums, Blurred boundaries, Business Studies, Communication, Facebook, Goffman, Goffman KeyWords Plus:IMPRESSION MANAGEMENT, Image, Inference, INNOVATION, Konstruktion des Selbst, NETWORKING SITES, ORGANIZATIONS, Self-presentation, social media, SYSTEMS, technology, Theory of interaction (Goffman), Verhalten am Arbeitsplatz, WORK 2016
-
(2016): Touch forbidden, consumption allowed. Counter-intuitive effects of touch restrictions on customers’ purchase behavior. In: Food Quality and Preference 50, S. 1-6. DOI: 10.1016/j.foodqual.2015.12.011
Abstract: In-store events are increasingly used to provide customers with unique shopping experiences. Although recent studies indicate that such events positively influence customers' purchase intentions and store choice decisions, little is known about how customers respond to various in-store events. This paper investigates one type of in-store event that is frequently used in several food and non-food contexts. Specifically, the study investigates how an in-store product demonstration influences customers' subsequent purchase behavior depending on whether they are restricted or encouraged to touch the products being demonstrated. An initial scenario-based experiment involving 35 undergraduates aimed to examine how people intuitively think that restricting (versus encouraging) touch during an in-store product demonstration would influence their subsequent purchase behavior. A two-way ANOVA with participant gender and experimental condition as the between-subjects factors consistently showed that people hold a lay theory that restricting touch should have a negative impact on the amount of money they spend and the number of products they purchase. A second field experiment involving 126 customers in a retail store aimed to investigate whether this lay belief is consistent with customers' actual purchase behavior. Counter-intuitively, a two-way ANOVA with customer gender and experimental condition (touch restriction, touch encouragement) as the between-subjects factors revealed that restricting touch during an in-store product demonstration resulted in significantly more money being spent, a larger number of products being purchased, and more expensive products being purchased. These findings show that consumer lay theory can directly contradict customers' actual purchase behavior.
-
(2016): Customer Care in a Consumer Society. Smiling and Sometimes Meaning it?. In: Organization 5 (1), S. 27-53. DOI: 10.1177/135050849851003
Abstract: This article proposes a focus for research by drawing on two emerging and largely distinct streams of literature--on service/emotion work and organizations in consumer society. in particular, experiences of "customer care" and related "corporate culture" initiatives are examined. Here, employee ambivalence is highlighted and is typically portrayed in terms of: protecting a privileged or "real" sense of self; (re-)asserting control; and/or as being constituted through gender, class and other cultural relations and interactions with customers. Little attention has been given to parallel postmodern literatures documenting both the pervasiveness of a constituting discourse of the sovereign consumer and the emergence of multiple selves in a "de-traditionalized" consumer society. Here, the theoretical primacy given to discourse typically precludes an empirical consideration of subjectivity which is viewed as ephemeral. It is argued that such an epistemology has given rise to an exaggeration of the dominance and coherence of discourse, neglecting internal contradictions, alternative representations and associated practices of resistance.
2015
-
(2015): How Product Attributes Influence Internationalization. A Framework of Domain- and Culture-Specificity. In: Management International Review 55 (1), S. 53-76. DOI: 10.1007/s11575-014-0229-0
Abstract: This paper introduces two dimensions of product attributes in the context of internationalization: domain- and culture-specificity. Products can be high or low in domain- or culture-specificity, thereby being one of four broad categories in a two-by-two matrix. This framework of product attributes helps explain a series of gradations on how cultural difference influences the difficulty of selling a product internationally. By examining four cases, one from each of these categories, this paper shows that different product attributes affected the difficulty or ease with which the products of these firms were internationalized. While all four cases were able to derive international sales, the domain- and culture-specificity of their products constrained the international markets these products could feasibly enter into, and how soon this could take place. In general, more culture-specific products face higher hurdles in a culturally dissimilar international market compared with the home market. However, given products of similar culture-specificities, highly domain-specific products tend to have less difficulty in selling to a culturally different international market than products that are not domain-specific.
2011
-
(2011): Want a tip? Service performance as a function of emotion regulation and extraversion. In: The Journal of applied psychology 96 (6), S. 1337-1346. DOI: 10.1037/a0022884
DOI: http://www.ncbi.nlm.nih.gov/pubmed/21480687 Abstract: Surface acting and deep acting with customers are strategies for service performance, but evidence for their effectiveness is limited and mixed. We propose that deep acting is an effective strategy for most employees, whereas surface acting's effect on performance effectiveness depends on employee extraversion. In Study 1, restaurant servers who tended to use deep acting exceeded their customers' expectations and had greater financial gains (i.e., tips) regardless of extraversion, whereas surface acting improved tips only for extraverts, not for introverts. In Study 2, a call center simulation, deep acting improved emotional performance and increased the likelihood of extrarole service behavior beyond the direct and interactive effects of extraversion and other Big Five traits. In contrast, surface acting reduced emotional performance for introverts and not extraverts, but only during the extrarole interaction. We discuss implications for incorporating traits into emotional labor research and practice.
Keywords: Adolescent, Adult, Authentizität von dargestellter Emotion, Business Studies, dominance, Emotions/classification, Extraversion (Psychology), Female, Humans, Internal-External Control, Interpersonal Relations, Male, Pennsylvania, Personality/classification, Professional Competence, Psychologie, Social Behavior, Students/psychology, Work/psycholohy, Young Adult -
(2011): Service without a smile. Comparing the consequences of neutral and positive display rules. In: The Journal of applied psychology 96 (2), S. 350-362. DOI: 10.1037/a0021880
DOI: http://www.ncbi.nlm.nih.gov/pubmed/21171731 Abstract: We used an experimental design to examine the intrapersonal and interpersonal processes through which neutral display rules, compared to positive display rules, influence objective task performance of poll workers and ratings provided by survey respondents of the poll workers. Student participants (N = 140) were trained to adhere to 1 of the 2 display rule conditions while delivering opinion surveys to potential patrons of an organization during a 40-min period. Results showed that, compared to positive display rules, neutral display rules resulted in less task persistence and greater avoidance behavior. These effects were mediated through a greater use of expression suppression. In addition, neutral display rules resulted in less positive respondent mood, which accounted for lower ratings of service quality and of overall favorability attitudes toward the sponsoring organization. The importance and ubiquity of neutral display rules are discussed, given the potential for positive and negative consequences at work.
Keywords: Adult, Affect/physiology, Attitude, Business Studies, dominance, Female, Humans, Interpersonal Relations, Lächeln, Male, Nonverbale Kommunikation, Psychologie, Smiling/physiology/psychology, Sozialpsychologie, Students/psychology, Task Performance and Analysis, Work/psychology, Young Adult 2009
-
(2009): Determining the relative importance of critical factors in delivering service quality of banks. In: Managing Service Quality: An International Journal 19 (2), S. 211-228. DOI: 10.1108/09604520910943198
Abstract: Purpose - The purpose of this paper is to determine the critical factors to accessing the level of service quality of banks by re-examining the SERVQUAL model, originally pioneered by Parasuraman. Further, the technique of dominance analysis is used to measure the relative importance of each critical factor in closing up overall service quality gap of banks. Design/methodology/approach - The sample consists of 308 bank customers from different parts of Malaysia. The data were collected by using a structured questionnaire, which consists of three parts. Part 1 deals with consumers' usage of banking channels and their banking behavior. Part 2 contains 26 statements related to service quality dimensions based on past literatures. Finally, Part 3 contains the questions related to the socio-demographic profiles of respondents. Findings - The modified SERVQUAL model consists of four critical factors (dimensions) as detected by factor analysis. They are: tangibility, reliability, competence and convenience. The results reveal that there are significant differences between the respondents' expectation and their perceptions. Among the four dimensions tested, tangibility has the smallest gap whereas convenience has the largest gap. The application of dominance analysis indicates that competence and convenience together can help to reduce the SERVQUAL gap as much as 76 per cent. The banking sector needs to become more competent by being more responsive and fulfilling the assurance of the customers and providing the banking facilities more conveniently. Originality/value - The paper shows that hardly any work has been conducted which applies the dominance analysis approach in SERVQUAL dimensions to determine the relative importance of the critical factors in closing the overall service quality gap. Measuring the relative importance of service quality dimensions consistently will provide insights to the banks as to what areas need to be emphasized in order to retain their customers and attract new ones. It provides the guidelines for the banks to develop proper strategies and react faster to the changes of customers' banking behavior.
-
(2009): The Face of Need. Facial Emotion Expression on Charity Advertisements. In: Journal of Marketing Research 46 (6), S. 777-787. DOI: 10.1509/jmkr.46.6.777
Abstract: Advertisements for charities often display photographs of the people they help to evoke the kind of sympathy that engenders giving. This article examines how the expression of emotion on a victim's face affects both sympathy and giving. Building on theories of emotional contagion and sympathy, the authors propose that (1) people "catch" the emotions displayed on a victim's face and (2) they are particularly sympathetic and likely to donate when they see sad expressions versus happy or neutral expressions. Consistent with emotional contagion, participants felt sadder when viewing a sad-faced victim, and their own sadness mediated the effect of emotion expression on sympathy. Contagion effects are automatic and noninferential, but they are diminished by deliberative thought. The authors discuss the implications of using subtle emotional expressions on charitable and other marketing appeals.
2008
-
(2008): Does familiarity breed contempt?. In: Public Relations Review 34 (4), S. 392-395. DOI: 10.1016/j.pubrev.2008.09.014
Abstract: The effects of familiarity have received little attention in the areas of public relations. This study used structural equation modeling (SEM) to predict the influence of familiarity on corporate equity, which is measured by willingness to invest in a corporation or purchase its products or services using several mediating variables such as citizenship, reputation, and personality. The Roper Corporate Reputation Scorecard was used to study these variables using an online panel survey from NOP World of 1500 participants. Results found familiarity does have a positive relationship in each industry regarding citizenship, reputation, and personality. In addition, the latter three variables had a significant positive effect on corporate equity.
2005
-
(2005): Is “service with a smile” enough?. Authenticity of positive displays during service encounters. In: Organizational Behavior and Human Decision Processes 96 (1), S. 38-55. DOI: 10.1016/j.obhdp.2004.08.002
Abstract: Service providers use impression management strategies to engender satisfaction and repeat business in customers. Managing emotional expressions is one strategy to meet those goals. We extended research oil the "Duchenne Smile" to see if authenticity of employee expressions influenced the impressions formed of the employee's friendliness and the overall satisfaction with the encounter. Furthermore, we took two other factors into account-task performance and busyness-to examine the conditions under which authenticity would have the greatest impact. In Study 1, we obtained reactions to videotaped simulations that manipulated authenticity of positive displays and task performance during a hotel check-in encounter. ANCOVA results supported that authenticity of the service provider enhanced perceptions of friendliness, but only influenced customer satisfaction when tasks were performed well. In Study 2, hierarchical linear modeling with reactions from 255 customers of 64 restaurant servers showed that perceived display authenticity enhanced the perceived friendliness of the employee when the store was slow, but less so when it was busy. Display authenticity had a direct effect oil customer satisfaction, regardless of task performance (which was generally high) and busyness. We conclude that display authenticity is all extra-role behavior for service encounters with an additive effect on encounter satisfaction only when other factors are at optimal levels. We suggest implications for display rule policies and service training.
2000
-
(2000): A Cross-Cultural Study on Escalation of Commitment Behavior in Software Projects. In: MIS Quarterly 24 (2). DOI: 10.2307/3250940
Abstract: One of the most challenging decisions that a manager must confront is whether to continue or abandon a troubled project. Published studies suggest that failing software projects are often allowed to continue for too long before appropriate management action is taken to discontinue or redirect the efforts. The level of sunk cost associated with such projects has been offered as one explanation for this escalation of commitment behavior. What prior studies fail to consider is how concepts from risk-taking theory (such as risk propensity and risk perception) affect decision makers' willingness to continue a project under conditions of sunk cost. To better understand factors that may cause decision makers to continue such projects, this study examines the level of sunk cost together with the risk propensity and risk perception of decision makers. These factors are assessed for cross-cultural robustness using matching laboratory experiments carried out in three cultures (Finland, the Netherlands, and Singapore). With a wider set of explanatory factors than prior studies, we could account fora higher amount of variance in decision makers' willingness to continue a project. The level of sunk cost and the risk perception of decision makers contributed significantly to their willingness to continue a project. Moreover, the risk propensity of decision makers was inversely related to risk perception. This inverse relationship was significantly stronger in Singapore (a low uncertainty avoidance culture) than in Finland and the Netherlands (high uncertainty avoidance cultures). These results reveal that some factors behind decision makers' willingness to continue a project am consistent across cultures while others may be culture-sensitive. Implications of these results for further research and practice are discussed.
Keywords: Business Studies, culture sensitive, DE-ESCALATION, DETERMINANTS, Disziplin, Einfluss von wirtschaftlichen/finanziellen Konsequenzen, entscheiden, escalation of commitment behavior, FRAMEWORK, Information, INVOLVEMENT, Kultur, Kulturtheorie, Management, risk perception, risk propensity, Risk-Taking, software project management, STRUCTURAL EQUATION MODELS, sunk cost, SUNK COSTS
- <<
- <
- 1