1、Original Research ArticleJournal of Retailing and Consumer Services, Volume 13, Issue 5, September 2006, Pages 339-349Maaja Vadi, Maive SuurojaClose preview| Related articlesRelated reference work articles AbstractAbstract | Figures/TablesFigures/Tables | ReferencesReferences AbstractThe former Sovi
2、et Bloc countries have been faced with the challenge of switching from a command economy to a free market-oriented economy. The extent to which people have managed to cope with the resulting turbulent period of change largely depended on whether they were able to break from their old attitudes and b
3、ehaviour. Naturally, the knowledge and skills related to the previous dominant paradigm in those societies all influence direct communication with customers. In order to train salespeople in transition economies, we constructed a Model of Customer-Oriented Communication (COC). This paper describes t
4、he COC model, looks at the subsequent training courses and discusses the evaluation of the training process.Article Outline1. Introduction2. The Model of Customer-Oriented Communication (COC)3. Implementation of the COC model in sales training 3.1. The need for sales training3.2. Participants in the
5、 training programmes3.3. The framework of the COC model in sales training3.4. Elaboration of skills and patterns of behaviour in accordance with the COC model4. Evaluation of the model and conclusionsAcknowledgementsReferencesPurchase$ 31.50127Getting Even for Customer Mistreatment: The Role of Mora
6、l Identity in the Relationship Between Customer Interpersonal Injustice and Employee SabotageJournal of Applied Psychology, Volume 93, Issue 6, November 2008, Pages 1335-1347Daniel P. Skarlicki, Danielle D. van Jaarsveld, David D. WalkerAbstractAbstract | ReferencesReferences Research on the “dark s
7、ide” of organizational behavior has determined that employee sabotage is most often a reaction by disgruntled employees to perceived mistreatment. To date, however, most studies on employee retaliation have focused on intra-organizational sources of (in)justice. Results from this field study of cust
8、omer service representatives (N = 358) showed that interpersonal injustice from customers relates positively to customer-directed sabotage over and above intra-organizational sources of fairness. Moreover, the association between unjust treatment and sabotage was moderated by 2 dimensions of moral i
9、dentity (symbolization and internalization) in the form of a 3-way interaction. The relationship between injustice and sabotage was more pronounced for employees high (vs. low) in symbolization, but this moderation effect was weaker among employees who were high (vs. low) in internalization. Last, e
10、mployee sabotage was negatively related to job performance ratings.$ 30.00128Use of REMPITOFMS for real-time measurement of trace aromatics during operation of aircraft ground equipmentAtmospheric Environment, Volume 42, Issue 9, March 2008, Pages 2117-2128Brian Gullett, Abderrahmane Touati, Lukas O
11、udejansEmissions of aromatic air toxics from aircraft ground equipment (AGE) were measured with a resonance enhanced multiphoton ionizationtime of flight mass spectrometry (REMPITOFMS) system consisting of a pulsed solid state laser for photoionization and a TOFMS for mass discrimination. This instr
12、ument was capable of characterizing turbine emissions and the effect of varying load operations on pollutant production. REMPITOFMS is capable of high selectivity and low detection limits (part per trillion to part per billion) in real time (1s resolution). Hazardous air pollutants and criteria poll
13、utants were measured during startups and idle and full load operations. Measurements of compounds such as benzene, toluene, ethylbenzene, xylenes, styrene, and polycyclic aromatic hydrocarbons compared well with standard methods. Startup emissions from the AGE data showed persistent concentrations o
14、f pollutants, unlike those from a diesel generator, where a sharp spike in emissions rapidly declined to steady state levels. The time-resolved responses of air toxics concentrations varied significantly by source, complicating efforts to minimize these emissions with common operating prescriptions. The time-resolved measurements showed that pollutant concentrations decline (up to 5) in a species-specific manner over the course of multiple hours of operation, complicating determination of a
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