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OriginalResearchArticle

JournalofRetailingandConsumerServices,Volume13,Issue5,September2006,Pages339-349

MaajaVadi,MaiveSuuroja

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AbstractAbstract|Figures/TablesFigures/Tables|ReferencesReferences

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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127

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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128

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