customer opinions in websites to design new product concepts.docx

1、customer opinions in websites to design new product conceptsTraining retail sales personnel in transition economies: Applying a model of customer-oriented communicationOriginal Research ArticleJournal of Retailing and Consumer Services, Volume 13, Issue 5, September 2006, Pages 339-349Maaja Vadi, Ma

2、ive SuurojaClose preview| Related articles|Related reference work articles AbstractAbstract | Figures/TablesFigures/Tables | ReferencesReferences AbstractThe former Soviet Bloc countries have been faced with the challenge of switching from a command economy to a free market-oriented economy. The ext

3、ent 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 behaviour. Naturally, the knowledge and skills related to the previous dominant paradigm in those societies all influence direct com

4、munication with customers. In order to train salespeople in transition economies, we constructed a Model of Customer-Oriented Communication (COC). This paper describes the COC model, looks at the subsequent training courses and discusses the evaluation of the training process.Article Outline1. Intro

5、duction2. 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 training programmes3.3. The framework of the COC model in sales training3.4. Elaboration of skills and patterns of behaviour in ac

6、cordance with the COC model4. Evaluation of the model and conclusionsAcknowledgementsReferencesPurchase$ 31.50127Getting Even for Customer Mistreatment: The Role of Moral Identity in the Relationship Between Customer Interpersonal Injustice and Employee SabotageOriginal Research ArticleJournal of Ap

7、plied Psychology, Volume 93, Issue 6, November 2008, Pages 1335-1347Daniel P. Skarlicki, Danielle D. van Jaarsveld, David D. WalkerClose preview| Related articles|Related reference work articles AbstractAbstract | ReferencesReferences Research on the “dark side” of organizational behavior has determ

8、ined 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 customer service representatives (N = 358) sho

9、wed 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 identity (symbolization and internalization

10、) 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, employee sabotage was negatively related to

11、 job performance ratings.Purchase$ 30.00128Use of REMPITOFMS for real-time measurement of trace aromatics during operation of aircraft ground equipmentOriginal Research ArticleAtmospheric Environment, Volume 42, Issue 9, March 2008, Pages 2117-2128Brian Gullett, Abderrahmane Touati, Lukas OudejansCl

12、ose preview| Related articles|Related reference work articles AbstractAbstract | Figures/TablesFigures/Tables | ReferencesReferences AbstractEmissions of aromatic air toxics from aircraft ground equipment (AGE) were measured with a resonance enhanced multiphoton ionizationtime of flight mass spectro

13、metry (REMPITOFMS) system consisting of a pulsed solid state laser for photoionization and a TOFMS for mass discrimination. This instrument was capable of characterizing turbine emissions and the effect of varying load operations on pollutant production. REMPITOFMS is capable of high selectivity and

14、 low detection limits (part per trillion to part per billion) in real time (1s resolution). Hazardous air pollutants and criteria pollutants were measured during startups and idle and full load operations. Measurements of compounds such as benzene, toluene, ethylbenzene, xylenes, styrene, and polycy

15、clic aromatic hydrocarbons compared well with standard methods. Startup emissions from the AGE data showed persistent concentrations of 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 toxic

16、s 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