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JournalofRetailingandConsumerServices,Volume13,Issue5,September2006,Pages339-349
MaajaVadi,MaiveSuuroja
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Abstract
TheformerSovietBloccountrieshavebeenfacedwiththechallengeofswitchingfromacommandeconomytoafreemarket-orientedeconomy.Theextenttowhichpeoplehavemanagedtocopewiththeresultingturbulentperiodofchangelargelydependedonwhethertheywereabletobreakfromtheiroldattitudesandbehaviour.Naturally,theknowledgeandskillsrelatedtothepreviousdominantparadigminthosesocietiesallinfluencedirectcommunicationwithcustomers.Inordertotrainsalespeopleintransitioneconomies,weconstructedaModelofCustomer-OrientedCommunication(COC).ThispaperdescribestheCOCmodel,looksatthesubsequenttrainingcoursesanddiscussestheevaluationofthetrainingprocess.
ArticleOutline
1.Introduction
2.TheModelofCustomer-OrientedCommunication(COC)
3.ImplementationoftheCOCmodelinsalestraining
3.1.Theneedforsalestraining
3.2.Participantsinthetrainingprogrammes
3.3.TheframeworkoftheCOCmodelinsalestraining
3.4.ElaborationofskillsandpatternsofbehaviourinaccordancewiththeCOCmodel
4.Evaluationofthemodelandconclusions
Acknowledgements
References
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GettingEvenforCustomerMistreatment:
TheRoleofMoralIdentityintheRelationshipBetweenCustomerInterpersonalInjusticeandEmployeeSabotage
JournalofAppliedPsychology,Volume93,Issue6,November2008,Pages1335-1347
DanielP.Skarlicki,DanielleD.vanJaarsveld,DavidD.Walker
AbstractAbstract|ReferencesReferences
Researchonthe“darkside”oforganizationalbehaviorhasdeterminedthatemployeesabotageismostoftenareactionbydisgruntledemployeestoperceivedmistreatment.Todate,however,moststudiesonemployeeretaliationhavefocusedonintra-organizationalsourcesof(in)justice.Resultsfromthisfieldstudyofcustomerservicerepresentatives(N=358)showedthatinterpersonalinjusticefromcustomersrelatespositivelytocustomer-directedsabotageoverandaboveintra-organizationalsourcesoffairness.Moreover,theassociationbetweenunjusttreatmentandsabotagewasmoderatedby2dimensionsofmoralidentity(symbolizationandinternalization)intheformofa3-wayinteraction.Therelationshipbetweeninjusticeandsabotagewasmorepronouncedforemployeeshigh(vs.low)insymbolization,butthismoderationeffectwasweakeramongemployeeswhowerehigh(vs.low)ininternalization.Last,employeesabotagewasnegativelyrelatedtojobperformanceratings.
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UseofREMPI–TOFMSforreal-timemeasurementoftracearomaticsduringoperationofaircraftgroundequipment
AtmosphericEnvironment,Volume42,Issue9,March2008,Pages2117-2128
BrianGullett,AbderrahmaneTouati,LukasOudejans
Emissionsofaromaticairtoxicsfromaircraftgroundequipment(AGE)weremeasuredwitharesonanceenhancedmultiphotonionization–timeofflightmassspectrometry(REMPI–TOFMS)systemconsistingofapulsedsolidstatelaserforphotoionizationandaTOFMSformassdiscrimination.Thisinstrumentwascapableofcharacterizingturbineemissionsandtheeffectofvaryingloadoperationsonpollutantproduction.REMPI–TOFMSiscapableofhighselectivityandlowdetectionlimits(partpertrilliontopartperbillion)inrealtime(1
sresolution).Hazardousairpollutantsandcriteriapollutantsweremeasuredduringstartupsandidleandfullloadoperations.Measurementsofcompoundssuchasbenzene,toluene,ethylbenzene,xylenes,styrene,andpolycyclicaromatichydrocarbonscomparedwellwithstandardmethods.StartupemissionsfromtheAGEdatashowedpersistentconcentrationsofpollutants,unlikethosefromadieselgenerator,whereasharpspikeinemissionsrapidlydeclinedtosteadystatelevels.Thetime-resolvedresponsesofairtoxicsconcentrationsvariedsignificantlybysource,complicatingeffortstominimizetheseemissionswithcommonoperatingprescriptions.Thetime-resolvedmeasurementsshowedthatpollutantconcentrationsdecline(upto5×
)inaspecies-specificmanneroverthecourseofmultiplehoursofoperation,complicatingdeterminationofa