Results 121 to 130 of about 75,702 (301)
The negative effects of failed service recoveries [PDF]
Research has shown that more than half of attempted recovery efforts fail, producing a "double deviation" effect. Surprisingly, these double deviation effects have received little attention in marketing literature.
Ana B. Casado +2 more
core
Symbolic Interaction, EarlyView.This study of first‐year primary school draws on Goffman's concept of “collective behavior” to examine how order is established and disrupted through the mutual adjustment of all participants' actions. We employed a multi‐method longitudinal design, using semi‐standardized observations and qualitative interviews with teachers and children at three ...
Doris Bühler‐Niederberger +2 more
wiley +1 more source
SystemsAs the prevalence of generative artificial intelligence (GenAI) in the service sector continues to grow, the impact of the language style and recovery strategies utilized during service failures remains insufficiently explored.
Dong Lv +5 more
doaj +1 more source
Restoring Damaged Trust with Promises, Atonement and Apology. [PDF]
In an experiment using two consecutive trust games, we study how “cheap” signals such as promises and messages are used to restore damaged trust and encourage new trust where it did not previously exist. In these games, trustees made non-binding promises
Daniel Sznycer +2 more
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Accomplishing Ethics‐Work as a Generic Social Process
Symbolic Interaction, EarlyView.Existing systems of university research ethics are often criticized by those in the qualitative research tradition. A common thread is that ethics cannot be fully anticipated before the research begins, as is expected by most institutional review boards.
Deana Simonetto, Antony Puddephatt
wiley +1 more source
Learning Symmetric Collaborative Dialogue Agents with Dynamic Knowledge Graph Embeddings
, 2017 We study a symmetric collaborative dialogue setting in which two agents, each with private knowledge, must strategically communicate to achieve a common goal.
Balakrishnan, Anusha +3 more
core +1 more source
Managing Competency‐Based Resistance in Video‐Mediated L2 Peer Feedback Sessions
TESOL Quarterly, EarlyView.Abstract Though there is growing empirical evidence on managing advice resistance as an institutional work of higher status party with superior epistemic knowledge domain (e.g., trainer) across diverse settings (e.g., supervision meetings), there is still a lack of research on how second language (L2) learners handle peer resistance in real time once ...
Kübra Ekşi
wiley +1 more source
Journal of Applied LinguisticsThis study aimed to compare the use of the apology speech act and other semantic formulas among Iranian EFL learners, American native speakers of English, and Iranians living in America for four years.
Golshan Isvandi, Hossein Shokouhi
doaj
TESOL Quarterly, EarlyView.Abstract Previous research demonstrated that communication anxiety reduces L2 learners' willingness to communicate and communication frequency, but left unexplored its impact on performance. The current mixed‐methods study investigated factors impacting L2 communication skills.
Debra M. Hardison
wiley +1 more source
Factors influencing the nature of client complaint behaviour in the aftermath of adverse events
Veterinary Record, Volume 196, Issue 6, 15/22 March 2025.Abstract Background Negative veterinary client complaint behaviour poses wellbeing and reputational risks. Adverse events are one source of complaint. Identifying factors that influence adverse event‐related complaint behaviour is key to mitigating detrimental consequences and harnessing information that can be used to improve service quality, patient ...
Julie Gibson +3 more
wiley +1 more source