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The effect of employee behaviors on consumers' emotions and behavioral intentions in positive service encounters
Title
The effect of employee behaviors on consumers' emotions and behavioral intentions in positive service encounters.
Creator
Kageyama, Yoshimasa, Ro, Heejung, Murphy, Kevin, Severt, Denver, Dziegielewski, Sophia, University of Central Florida
Abstract / Description
Focusing on positive service encounters, this study examined the relationships among employee behaviors, customers' positive emotions, and subsequent customer behaviors. A comprehensive framework of positive service encounters and ten hypotheses were developed based on an in-depth literature review and an application of the theory of cognitive appraisal and the theory of positive emotions. The dissertation employed a survey design with measurements from previous research and collected data...
Show moreFocusing on positive service encounters, this study examined the relationships among employee behaviors, customers' positive emotions, and subsequent customer behaviors. A comprehensive framework of positive service encounters and ten hypotheses were developed based on an in-depth literature review and an application of the theory of cognitive appraisal and the theory of positive emotions. The dissertation employed a survey design with measurements from previous research and collected data with Amazon Mechanical Turk. The target sample (N=299) was individuals that had a positive interaction with an employee at hotels over the last six months. The Structural Equation Modeling results suggested that employees' mutual understanding affects customer gratitude and employees' unsolicited behaviors and competence influence customer delight. Subsequently, customer gratitude has a positive relationship with customers' repurchase intentions and word-of-mouth. In addition, customer delight has a positive relationship with customer' repurchase intentions and positive word-of-mouth. However, the results of the study did not support that customer delight can be triggered by employees' authenticity and customer gratitude can be evoked by employees' customized service. In addition, the relationship between customer gratitude and customers' providing feedback was not established. This study provides valuable implications for the industry regarding generating favorable customer behaviors in positive service encounters. This research also offers a theoretical explanation of systematic relationships among five dimensions of employee behaviors, two customers' discrete emotions, and three customer behavioral intentions in positive service encounters.
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Date Issued
2016
Identifier
CFE0006124, ucf:51163
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0006124
Effects of Electronic Media Messages on the Perceived Self-Efficacy of Pedestrian Commuters Living in the Unincorporated Central Florida Community of Conway
Title
Effects of Electronic Media Messages on the Perceived Self-Efficacy of Pedestrian Commuters Living in the Unincorporated Central Florida Community of Conway.
Creator
Stephens, Daniel, Yu, Chia-Yuan, Martin, Lawrence, Hawkins, Christopher, Seigler, Daniel, University of Central Florida
Abstract / Description
Urban pedestrianism is increasingly perceived as a dangerous form of travel. While roadway design has been historically scaled to cars instead of people, planning professionals are now re-thinking their approach to make roads more inclusive for all travelers. Scholars, however, have learned harbored fear can trump behavior even under ideal travel conditions. Such fear can adversely impact perceived pedestrian self-efficacy, which is the self-generated internal assessment or belief in a...
Show moreUrban pedestrianism is increasingly perceived as a dangerous form of travel. While roadway design has been historically scaled to cars instead of people, planning professionals are now re-thinking their approach to make roads more inclusive for all travelers. Scholars, however, have learned harbored fear can trump behavior even under ideal travel conditions. Such fear can adversely impact perceived pedestrian self-efficacy, which is the self-generated internal assessment or belief in a traveler's agentive abilities to navigate the travel environment. The challenge thus becomes twofold: improve the built environment while bolstering traveler confidence. The following study, therefore, employed a qualitative phenomenological research design to ascertain the concerns and perceptions of vulnerable travelers as it pertained to and was affected by travel-specific media. The study employed denizens selected from the Central Florida community of Conway, who were interviewed using a multi-method approach employing a semi-structured interview technique utilizing individual interviews and small focus group sessions. Using Social Cognitive Theory (SCT) as the theoretical framework, the researcher studied and documented the elements contributing to the perceptions of pedestrian travelers. The rationale for this approach is found in the dynamic relationships that exist between the objective travel environment, the perceived travel environment, and travel behavior (-) all representing the triad of cognition, the external environment, and social stimuli, which encompass Bandura's Triadic Reciprocal Determinism (TRD). The four themes that emerged from the data analysis (-) communication, safety, cost, and happiness (-) characterize the experiences of the participants as they watched positively-themed media images modeling civil travel behavior. This research adds to existing literature on the magnitude such themes have on perception, to include latent perceptions harbored by pedestrian commuters concerning dangers (-) real or imagined (-) of traveling on local roadways.
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Date Issued
2018
Identifier
CFE0007376, ucf:52100
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0007376
BULLYING: OUT OF THE SCHOOL HALLS AND INTO THE WORKPLACE
Title
BULLYING: OUT OF THE SCHOOL HALLS AND INTO THE WORKPLACE.
Creator
Cooney, Lucretia, Huff-Corzine, Lin, University of Central Florida
Abstract / Description
The primary purpose of this study is to identify those people at most risk of being bullied at work. While much research is being conducted on school bullying, little has been conducted on workplace bullying. Using data gathered from a 2004 study conducted by the National Opinion Research Center for the General Social Survey, which included a Quality of Work Life (QWL) module for the National Institute for Occupational Safety and Health (NIOSH), linear regressions indicated significant...
Show moreThe primary purpose of this study is to identify those people at most risk of being bullied at work. While much research is being conducted on school bullying, little has been conducted on workplace bullying. Using data gathered from a 2004 study conducted by the National Opinion Research Center for the General Social Survey, which included a Quality of Work Life (QWL) module for the National Institute for Occupational Safety and Health (NIOSH), linear regressions indicated significant findings. As predicted, workers in lower level occupations, as ranked by prestige scoring developed at National Opinion Research, are more likely to be victimized. Data also suggest that being young, Black, and relatively uneducated may contribute to being bullied in certain situations. Future research is needed to examine influences of socio-economic, legal, and other demographic factors that may predict the chance of being bullied.
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Date Issued
2010
Identifier
CFE0003235, ucf:48512
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0003235
Evaluating Improvisation as a Technique for Training Pre-Service Teachers for Inclusive Classrooms
Title
Evaluating Improvisation as a Technique for Training Pre-Service Teachers for Inclusive Classrooms.
Creator
Becker, Theresa, Hines, Rebecca, Beverly, Monifa, Hopp, Carolyn, Hamed, Kastro, University of Central Florida
Abstract / Description
Improvisation is a construct that uses a set of minimal heuristic guidelines to create a highly flexible scaffold that fosters extemporaneous communication. Scholars from diverse domains: such as psychology, business, negotiation, and education have suggested its use as a method for preparing professionals to manage complexity and think on their feet. A review of the literature revealed that while there is substantial theoretical scholarship on using improvisation in diverse domains, little...
Show moreImprovisation is a construct that uses a set of minimal heuristic guidelines to create a highly flexible scaffold that fosters extemporaneous communication. Scholars from diverse domains: such as psychology, business, negotiation, and education have suggested its use as a method for preparing professionals to manage complexity and think on their feet. A review of the literature revealed that while there is substantial theoretical scholarship on using improvisation in diverse domains, little research has verified these assertions. This dissertation evaluated whether improvisation, a specific type of dramatic technique, was effective for training pre-service teachers in specific characteristics of teacher-child classroom interaction, communication and affective skills development. It measured the strength and direction of any potential changes such training might effect on pre-service teacher's self-efficacy for teaching and for implementing the communication skills common to improvisation and teaching while interacting with student in an inclusive classroom setting. A review of the literature on teacher self-efficacy and improvisation clarified and defined key terms, and illustrated relevant studies. This study utilized a mixed-method research design based on instructional design and development research. Matched pairs t-tests were used to analyze the self-efficacy and training skills survey data and pre-service teacher reflections and interview transcripts were used to triangulate the qualitative data. Results of the t-tests showed a significant difference in participants' self-efficacy for teaching measured before and after the improvisation training. A significant difference in means was also measured in participants' aptitude for improvisation strategies and for self-efficacy for their implementation pre-/post- training. Qualitative results from pre-service teacher class artifacts and interviews showed participants reported beneficial personal outcomes as well as confirmed using skills from the training while interacting with students. Many of the qualitative themes parallel individual question items on the teacher self-efficacy TSES scale as well as the improvisation self-efficacy scale CSAI. The self-reported changes in affective behavior such as increased self-confidence and ability to foster positive interaction with students are illustrative of changes in teacher agency. Self-reports of being able to better understand student perspectives demonstrate a change in participant ability to empathize with students. Participants who worked with both typically developing students as well as with students with disabilities reported utilizing improvisation strategies such as Yes, and..., mirroring emotions and body language, vocal prosody and establishing a narrative relationship to put the students at ease, establish a positive learning environment, encourage student contributions and foster teachable moments. The improvisation strategies showed specific benefit for participants working with nonverbal students or who had commutation difficulties, by providing the pre-service teachers with strategies for using body language, emotional mirroring, vocal prosody and acceptance to foster interaction and communication with the student.Results from this investigation appear to substantiate the benefit of using improvisation training as part of a pre-service teacher methods course for preparing teachers for inclusive elementary classrooms. Replication of the study is encouraged with teachers of differing populations to confirm and extend results.
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Date Issued
2012
Identifier
CFE0004516, ucf:49273
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004516
BRAVE NEW WORLD RELOADED: ADVOCATING FOR BASIC CONSTITUTIONAL SEARCH PROTECTIONS TO APPLY TO CELL PHONES FROM EAVESDROPPING AND TRACKING BY THE GOVERNMENT AND CORPORATE ENTITIES
Title
BRAVE NEW WORLD RELOADED: ADVOCATING FOR BASIC CONSTITUTIONAL SEARCH PROTECTIONS TO APPLY TO CELL PHONES FROM EAVESDROPPING AND TRACKING BY THE GOVERNMENT AND CORPORATE ENTITIES.
Creator
Berrios-Ayala, Mark, Milon, Abby, University of Central Florida
Abstract / Description
Imagine a world where someone's personal information is constantly compromised, where federal government entities AKA Big Brother always knows what anyone is Googling, who an individual is texting, and their emoticons on Twitter. Government entities have been doing this for years; they never cared if they were breaking the law or their moral compass of human dignity. Every day the Federal government blatantly siphons data with programs from the original ECHELON to the new series like PRISM...
Show moreImagine a world where someone's personal information is constantly compromised, where federal government entities AKA Big Brother always knows what anyone is Googling, who an individual is texting, and their emoticons on Twitter. Government entities have been doing this for years; they never cared if they were breaking the law or their moral compass of human dignity. Every day the Federal government blatantly siphons data with programs from the original ECHELON to the new series like PRISM and Xkeyscore so they can keep their tabs on issues that are none of their business; namely, the personal lives of millions. Our allies are taking note; some are learning our bad habits, from Government Communications Headquarters' (GCHQ) mass shadowing sharing plan to America's Russian inspiration, SORM. Some countries are following the United States' poster child pose of a Brave New World like order of global events. Others like Germany are showing their resolve in their disdain for the rise of tyranny. Soon, these new found surveillance troubles will test the resolve of the American Constitution and its nation's strong love and tradition of liberty. Courts are currently at work to resolve how current concepts of liberty and privacy apply to the current conditions facing the privacy of society. It remains to be determined how liberty will be affected as well; liberty for the United States of America, for the European Union, the Russian Federation and for the people of the World in regards to the extent of privacy in today's blurred privacy expectations.
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Date Issued
2014
Identifier
CFH0004537, ucf:45187
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFH0004537