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All Outputs (43)

Walking on the light side: Investigating the world of ghost tour operators and entrepreneurial marketing (2018)
Journal Article

© 2018, Emerald Publishing Limited. Purpose: Ghost tours are an important part of tourism in many towns and cities around the world. Described as light dark tourism, they are a mix of the macabre and entertainment. Ghost tours are usually small busin... Read More about Walking on the light side: Investigating the world of ghost tour operators and entrepreneurial marketing.

Scared stiff? The effectiveness of threat appeals in counseling services advertising to high-anxiety students (2013)
Journal Article

This exploratory study proposes and tests a theoretical model that analyzes threat appeals in regard to their effectiveness for high-anxiety students, one of the major target groups for counseling services. In particular, affective and cognitive resp... Read More about Scared stiff? The effectiveness of threat appeals in counseling services advertising to high-anxiety students.

Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees (2009)
Journal Article

Purpose - This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on se... Read More about Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees.

An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study (2009)
Journal Article

Purpose - The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context.... Read More about An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study.

The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context (2008)
Journal Article

We present and test a model of behavioural job outcomes grounded in Bagozzi's (1992) reformulation of attitude theory in the important and novel context of a former public sector government department that has undergone corporatisation. Frontline emp... Read More about The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context.

The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise (2008)
Journal Article

Frontline employees (FLEs) in a large state-owned enterprise (SOE) completed a self-administered questionnaire on job demand stressors affecting their service recovery efforts, their organisational commitment, and job satisfaction. Analysis of the da... Read More about The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise.

Mapping and assessing the key management issues influencing UK public healthcare purchaser-provider cooperation (2006)
Journal Article

Purpose - The purpose is to examine the bases of positive relations between suppliers and purchasers of healthcare services. In doing so, the paper examines the nature of cooperation between the providers of healthcare services (hospitals) and those... Read More about Mapping and assessing the key management issues influencing UK public healthcare purchaser-provider cooperation.